THE CONSUMER PROTECTION

ACT(GOODS & SERVICES)

WHO IS CONSUMER?"A consumer is the most important visitor on our premises. He

is not dependent on us, we are on him. He is not an interruption to our work, he is the purpose of it. We are not doing a favour to a consumer by giving him an opportunity. He is doing us a favour by giving us opportunity to serve him”

-Mahatma Gandhi

• Consumer is the final user of all goods and services .

• A person who buys good for business or resale purpose is not a consumer.

•The enactment of CPA, 1986 by parliament was a milestone in the history of consumer protection movement in India.• The special feature of this act is to provide speedy and inexpensive redressal grievances of the consumer and to provide him specific relief or award of compensation wherever appropriate.• It recognizes six of the eight rights of the consumer as provided in the UN charter.

OBEJECTIVE OF CONSUMER PROTECTION ACT,1986

• An Act to provide for better protection of the interests of consumers and for that purpose to make provision for the establishment of consumer councils and other authorities for the settlement of consumer’s disputes and for matters connected therewith.

RIGHTS OF CONSUMER

•Right to Protection •Right of Information•Right of Choice•Right of Hearing •Right of Redressal•Right of Education

CONSUMER PROTECTION COUNCIL

Consumer protection councils are at three levels:-• Central,• State and• District

CENTRAL CONSUMER PROTECTION COUNCIL

•Objectives of the Central Council The objectives of the Central Council shall be to promote and protect the rights of the consumers such as— the right to be protected against the marketing of goods and services which are hazardous to life and property.

STATE CONSUMER PROTECTION COUNCIL

•Objectives of the State Council The objectives of every State Council shall be to promote and protect within the State the rights of the consumers.

DISTRICT CONSUMER PROTECTION COUNCIL

Objectives of the District Council•The objectives of every District Council shall be to promote and protect within the district the rights of the consumers.

CONSUMER REDRESSAL AGENCIES

DISTRICT FORUM

STATE COMMISSION

NATIONAL COMMISSION

•An advertisement which is potentially misleading or literally false is deceptive.

•Potentially misleading ads are difficult to evaluate because miscomprehension may often occur.Miscomprehension is a problem for

firms because the audience does not understand the message being delivered.

DECEPTIVE ADVERTISING

CASE 1HEALTH PRODUCTWeight loss by drinkingherbal tea for 12 weeks

CASE 2FOOD ITEMA big Mac burger ofMcDonalds

CASE 3SHAMPOO Copied a famous brand

INDIAN CONSUMER PROTECTION VS INTERNATIONALCONSUMER PROTECTION

CASE 1 Redressal filed against: Indian Airlines Issue: not allowing passenger to board the flight despite the fact that the

passenger had flight tickets booked Compensation: Rs. 10,000

CASE 2

Redressal filed against: ROYAL STAGS PVT. LTD. Issue: presence of protein impurity in beer Compensation: Rs. 5,000

CASE 3 Redressal filed against: Shoe crafts Issue: Sale of faulty camera from the grey market with mismatch in serial

number on guarantee card Compensation: Rs.3033

INDIAN CONSUMER PROTECTION

CASE 1

Redressal filed against: Slim America, Inc Issue: false advertising claims about a health product (dieting,

slimming) Compensation: $8.3 million (Rs.32.3 crores)CASE 2

Redressal filed against:Christiana Hospital Issue: wrong medication leading to death of patient Compensation:$1.6 million (Rs.6.2 crores)

CASE 3

Redressal filed against: Trans Union Issue: misrepresentation of identity and inappropriate credit record

upload Compensation:$ 800,000 (Rs.3.1 crores)

INTERNATIONAL CONSUMER PROTECTION

CASE STUDY OFAcupressure Therapy Health Centre (1986)

SHREY SHRISHRIMAL55

ROHINI VIJ66

SUNITA KADAM11

LALIT ROHRA44

ALPESH PATEL33

BHRAJAT KAMPANI22

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