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IntroductionThe Consumer Protection Act was enacted in 1986. Amendments were made in 2002. The Act applies to the whole of India except the State of Jammu and Kashmir.An Act to provide for the better protection of the interest of the consumers. Establishment of Consumer Councils and other authorities for the settlement of consumers’ disputes.

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Objectives► Right of protection to life and property► Right to be informed► Right to choose► Right to be heard► Right to redress► Right to education

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DefinitionsConsumer he is a person i) “who buys any goods for a consideration

which has been paid or promised,or partly paid and partly promised, or under a system of deferred payment.

ii) hires any services for a consideration which has been paid or promised,or partly paid and partly promised, or under a system of deferred payment.

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Who are not consumers?1. A person who purchased goods for resale2. A person who purchased goods for commercial

purpose3. A person who obtains services without

consideration4. A person who obtains services under a contract

of personal service5. Tax-payers to municipality6. Contractors7. Applicants for jobs8. Persons who filed suits in courts

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Consumer Disputes : sec 2(1)e “a dispute where the person against whom a

complaint has been made denies or disputes the allegations contained in the complaint”.

Defect “any fault, imperfections or shortcoming in

the quality, quantity, potency, purity or standard which is required to be maintained by or under any law for the time being in force or has been undertaken to be performed by a person in pursuance of a contract or otherwise in relation to any service”.

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Deficiency : 2(1) g “means any fault, imperfection, shortcoming or

inadequacy in the quality, nature and manner of performance which is required to be maintained by or under any law for the time being in force or has been undertaken to be performed by a person in pursuance of a contract or otherwise in relation to any service”.

Service : Sec 2 (o) service of any description which is made available to

potential users and includes the provisions of facilities in connection with banking, financing, insurance, transport, processing, supply of electrical or other energy, boarding or lodging of good, house construction, entertainment, amusement or other information.

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Complaint ‘Complaint’ means any allegation in writing made by a

complainant that-i) an unfair trade practice or a restrictive trade practice

adopted by any trade or service providerii) the goods bought by him or agreed to be bought by

him suffers from one more defectiii) the services hired or availed of or agreed to be hired

or availed of suffer from deficiency in any respect iv) a trader or the service provider, as the case may be,

has charged for the goods or for the services mentioned in the complaint, a price in excess of the price-

a) fixed by or under any law for the time being in force b) displayed on the goods or any package containing

such goods c) agreed between the parties

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Consumer Disputes Redressal Forums

The aims and objectives of the Act are achieved by the constitution and creation of

District Forum

State Commission and

National Consumer Disputes Redressal Commission.

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A District Forum shall have the powers

1. to remove the defect pointed out by the appropriate laboratory from the goods in question

2. to replace the goods with new goods of similar description which shall be free from any defect

3. to return to the complainant the price, or as the case may be, the charges paid by the complainant

4. to pay such amount as may be awarded by it as compensation to the consumer for any loss or injury suffered by the consumer due to the negligence of the opposite party

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District Forum Each District Forum shall consist of a person who is or

has been or is qualified to be a District Judge who shall be its President two other members, one of whom shall be a woman possessing a bachelor’s degree from a recognized university, be a person of ability, integrity and standing and have adequate knowledge and experience

Every member of the District Forum shall hold office for a term of 5 years or up to the age of 65 years which ever is earlier.

Subject to the other provisions of the Act a District forum shall have jurisdiction to entertain complaints where the value of the goods or services and the compensation, if any, claimed does not exceed Rs.20 Lakhs.

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State Commission Each State Commission shall have jurisdiction to entertain complaints where the value of the goods or services and compensation, if any, claimed exceeds Rs. 20 Lakhs but does not exceed Rs.1 Crore and appeals against the orders of any District Forum within the State.

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National Commission ∏ The ‘ National Commission’ shall consist of a

person who is or has been a Judge of the Supreme Court, shall be its President. Not less than 4 and not more than such number of members as may be prescribed and one of whom shall be a woman with similar qualifications as required in the case of appointment as a member to a District Forum or a State Commission.

∏ Every member of the National commission shall hold office for a term of 5 years or up to the age of 70 years which ever is earlier.

∏ The National Commission shall have jurisdiction to entertain complaints where the value of the goods or services and compensation, if any, the claim exceeds Rs. 1 Crore and appeals against the orders of any State Commission.

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The District Forum, State Commission or the National Commission shall not admit a complaint unless it is filed within 2 years from the date on which the cause of action has arisen.

Where a trader or a person against whom a complaint is made fails or omits to comply with any order made by the District Forum, the State Commission, the National Commission, as the case may be, such trader or person shall be punished with imprisonment for a term which shall not be less than 1 month but which may extend to 3 years, or with fine which shall be not less than 2,000/- Rs. but which may extend to 10,000/-Rs., or with both.

Consumer Disputes Redressal Consumer Disputes Redressal Forums Forums

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A complaint may be filed by1. The consumer to whom such goods are sold2. Any recognized consumer association, where

the consumer to whom goods are sold or delivered is a member

3. One or more consumers, where there are numerous consumers having same interest

4. The Central and State Government

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Procedure of ComplaintComplaint relating to goods

1. Reference of sample to laboratory 2. Deposit of fees3. Remission of fees to lab and forwarding of

report to opposite party4. Objections 5. Reasonable opportunity to parties

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Complaint relating to services1. Reference of claim to opposite party2. Denial of allegations by the opposite party3. Settlement of dispute4. Proceedings of district forum final5. Death of complainant6. period

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Findings and Verdictsa) To remove the defectb) To replace the goods with new goods of

similar description.c) To return the complainant the priced) To pay compensation to the consumer

for any loss or injury sufferede) To remove the defects in the goodsf) To discontinue the unfair trade practicesg) Not to offer hazardous goods for saleh) To provide adequate costs to parties

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Appeals▒Appeal to the State commission

▒ any person aggrieved by an order made by the district forum may prefer an appeal against such order to the State commission within a period of 30 days

▒Appeal to the National commission▒ any person aggrieved by an order made by

the State commission in exercise of its powers may prefer an appeal against such order to the National commission within a period of 30 days

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Hearing of appeal Sec 19(a)▀ No adjournment shall be ordinarily granted

by the state commission or the National comission as the case may by unless sufficient cause is shown and the reasons for grant of adjournment have been recorded.

▀ The State commission and the National commission ads the case may be shall make such orders as to the costs occasioned by the adjournment.

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Miscellaneous╬ Protection of action taken in good faith╬ Power to remove difficulties╬ Power to make rules ╬ Laying of rules

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