CONSUMER PROTECTION ACT

• Who is a consumer• 1.2 Section 2(d) of the Consumer Protection Act says

that consum er means any person who—• (i) buys any goods for a consideration

which has been paid or promised or partly paid and partly promised, or under any system of deferred payment, and includes any user of such goods other than the person who buys such goods for consideration paid or promised or partly paid or partly promised, or under any system of deferred payment when such use is made with the approv al of such person, but does not include a person who obtains such goods for resale or for any commercial purpose; or

• (ii) hires or avails of any services for a consideration which has been paid or promised or partly paid and partly promised, or under any system of deferred payment, and includes any beneficiary of such services other than the person who hires or

• avails of the services for consideration paid or promised, or partly paid and partly promised, or under any system of deferred payment, when such services are availed of with the approval of the first mentioned person;

• Service and Deficiency [Section 2(1)(o) and (g)]

• 1.6 When a service is found deficient by a consumer, he can make a complaint under the Act. Thus the prime requirement is that the matter must fall within the definition of service, and it must entail a deficiency as per the norms given by the Act.

• 1.6-1 What can be termed as a service - Section 2(1)(o) of the Act provides that “service” means service of any description which is made available to potential users and includes the provision of facilities in connection with banking, financing,

contd

• insurance, transport, processing, supply of electrical or other energy, board or loading or both, housing construction, entertainment, amusement or the purveying of news or other information, but does not include the rendering of any service free of charge or under a contract of personal service.

• Who can file a complaint [Sections 2(b) & 12] - At the outset it is clear that a person who can be termed as a consumer under the Act can make a complaint. To be specific on this account, following are the persons who can file a complaint under the Act :

• (a) a consumer; or• (b) any voluntary consumer association

registered under the Companies Act, 1956 or under any other law for the time being in force, or

Contd.

• (c) the Central Government or any State Government,

• (d) one or more consumers, where there are numerous consumers having the same interest.

• In addition to the above following are also considered as a consumer and hence they may file a complaint :

• Beneficiary of the goods/services : The definition of consumer itself includes beneficiary of goods and services - K.B. Jayalaxmi v. Government of Tamil Nadu 1994(1) CPR 114.

• Legal heirs of the deceased consumer : A legal heir of the deceased consumer can well maintain a complaint under the Act - Joseph Alias Animon v. Dr. Elizabeth Zachariah (1) 1997 CPJ 96.

• Husband of the consumer : In the Indian conditions, women may be illiterate, educated women may be

contd• unaware of their legal rights, thus a husband can file

and prosecute complaint under the Consum er Protection Act on behalf of his spouse - Punjab National Bank, Bombay v. K.B. Shetty 1991 (2) CPR 633.

• A relative of consumer : When a consumer signs the original complaint, it can be initiated by his/her relative - Motibai Dalvi Hospital v. M.I. Govilkar 1992 (1) CPR 408.

• Insurance company : Where Insurance company pays and settles the claim of the insured and the insured person transfers his rights in the insured goods to the company, it can file a complaint for the loss caused to the insured goods by negligence of goods/service providers. For example, when loss is caused to such goods because of negligence of transport company, the insurance company can file a claim against the transport company - New India Assurance Company Ltd. v. Green Transport Co. II 1991 CPJ (1) Delhi.

contd

• Time frame within which a complaint can be filed - Section 24A of the Act provides that a consumer dispute can be filed within two years from the date on which the cause of action arises.

• Since this provision was inserted in the Act in 1993, before that the Consumer Forums were following the Limitation Act, 1963, which says that a suit can be filed within three years after the cause of action arises.

• The point of time when cause of action arises is an important factor in determining the time period available to file a complaint. There are no set rules to decide such time. It depends on the facts and circumstances of each case.

contd

• It may be noted that these time frames are not absolute limitations. If the Consumer Forum is satisfied that there was sufficient cause for not filing the complaint within the prescribed period, it can entertain a complaint beyond limitation time. However the Forum must record the reasons for condonation of delay.

• Example : A deposited some jewellery with a bank. Bank lost it. Bank kept giving her false sense of hope to retrieve the jewellery, and thus A was put in a state of inaction. Later on when A filed a suit on the Bank, it claimed that the suit was not maintainable as the limitation time after the cause of action arose has lapsed. The Commission reprimanded the bank and admitted the case - Agnes D’Mello v. Canara Bank [1992] I CPJ 335 (NCDRC).

contd

• Relief available against complaint [Sections 14 and 22] - A complainant can seek any one or more of the following relief under the Act:

• (a) to remove the defect pointed out by the appropriate laboratory from the goods in question;

• (b) to replace the goods with new goods of similar description which shall be free from any defect;

• (c) to return to the complainant the price, or, as the case may be, the charges paid by the complainant;

• (d) to pay such amount as may be awarded by it as compensa tion to the consumer for any loss or injury suffered by the consumer due to the negligence of the opposite party;

• (e) to remove the defects or deficiencies in the services in question;

• (f) to discontinue the unfair trade practice or the re strictive trade practice or not to repeat it;

• (g) not to offer the hazardous goods for sale;• (h) to withdraw the hazardous goods from being

offered for sale;• (i) to provide from adequate costs to

complainant.

contd

• Consumer Protection Councils.• The Consumer Councils are created to advise and

assist the con sumers in seeking and enforcing their rights. We have Consumer Protection Councils both at Centre level and State level, that is one Central Council and many State Councils.

• These councils work towards the promotion and protection of consumers. They make investigations and give publicity to the matters concerning consumer interests, take steps towards furthering consumer education and protecting consumer from exploitation, advice the Government in the matter of policy formulation keeping consumer interest as pivotal concern, etc. Although their suggestions are recommendatory in nature, but they have significant impact in policy making.

contd

• Consumer Forums. The Consumer Protection Act provides for a 3 tier approach in resolving consumer disputes. There are three levels of consumer courts —

• First, there is the district court, called District Consumer Disputes Rederessal Forum (District Forum),

• Next comes the State Consumer Disputes Redressal Commission (State Commission),

• At the national level, there is National Consumer Disputes Redressal Commission (National Commission).

• District Forum and State Commission are formed by States with the permission of the Central Government while the National Commission is formed by the Central Government. These forums have not taken away the jurisdiction of the civil courts but have provided an alternative remedy.

• District Forum-• PECUNIARY JURISDICTION - District Forum now

entertains the cases where the value of claim is upto Rs.20 Lakh. Where a claim exceed this limit, the matter is beyond the jurisdiction of the Forum.

• This limit of Rs.20 lakh is as to the value of claim filed by the party. Value of goods or services in question or value of relief granted is not relevant for this purpose

• State Commission• PECUNIARY JURISDICTION - State Commission

entertains the cases where the value of claim exceeds Rs.20 lakh. But where value of a claim exceed Rs.1 cr, the matter is beyond the jurisdiction of the Commission.

• National Commission• PECUNIARY JURISDICTION - Since National

Commission is the highest level of Consumer Forums, it may entertain all the mat ters where the value of claim exceeds Rs.1 cr..

BANKING OMBUDSMAN

• The Banking Ombudsman Scheme has been formulated by the Reserve Bank of India to provide an expeditious grievance redressal mechanism to customers of banks. It provides for an institutional and legal framework for resolution of complaints relating to banking services and other matters as specified under the Scheme. The Scheme has been brought into force by way of direction issued by the Reserve Bank in terms of Section 35A of the Banking Regulation Act, 1949. The Reserve Bank will also appoint its serving senior officials as the Banking Ombudsman and will also fully fund it for better effectiveness.

• The Banking Ombudsman Scheme was first introduced in 1995 and was revised in 2002. Over the past five years, around 36,000 complaints have been dealt by the Banking Ombudsmen.

• The Banking Ombudsman Scheme, 2006 enables resolution of complaints of bank customers relating to certain services rendered by banks.

• The Scheme has come into force from January 1, 2006.

• The Banking Ombudsman is person appointed by the Reserve Bank of India to redress customer complaints against certain deficiency in banking services.

• The Banking Ombudsman is a quasi judicial authority. It has power to summon both the parties - bank and its customer, to facilitate resolution of complaint through mediation.

• As on date, 15 Banking Ombudsmen have been appointed with their offices located mostly in the State Capitals. The addresses of the Banking Ombudsman offices have been provided in the RBI website.

contd

• All Scheduled Commercial Banks, Regional Rural Banks and Scheduled Primary Co-operative Banks are covered under the Scheme.

• The extent and scope of the new Scheme is wider than the earlier Scheme of 2002. The new Scheme also provides for online submission of complaints. The new Scheme additionally provides for the institution of an 'appellate authority' for providing scope for appeal against an award passed by the Ombudsman both by the bank as well as the complainant.

contd

• The Banking Ombudsman can receive and consider any complaint relating to the following deficiency in banking services:

• non-payment or  inordinate delay in the payment or collection of cheques, drafts, bills, etc.;

• non-acceptance, without sufficient cause, of small denomination notes tendered for any purpose, and for charging of commission for this service;

• non-acceptance, without sufficient cause, of coins tendered and for charging of commission for this service;

• non-payment or delay in payment of inward remittances ;

• failure to issue or delay in issue, of drafts, pay orders or bankers’ cheques;

• non-adherence to prescribed working hours; • failure to honour guarantee or letter of credit

commitments ;

• failure to provide or delay in providing a banking facility (other than loans and advances) promised in writing by a bank or its direct selling agents;

• delays, non-credit of proceeds to parties' accounts, non-payment of deposit or non-observance of the Reserve Bank directives, if any, applicable to rate of interest on deposits in any savings, current or other account maintained with a bank ;

• delays in receipt of export proceeds, handling of export bills, collection of bills etc., for exporters provided the said complaints pertain to the bank's operations in India;

• refusal to open deposit accounts without any valid reason for refusal;

• levying of charges without adequate prior notice to the customer;

• non-adherence by the bank or its subsidiaries to the instructions of Reserve Bank on ATM/debit card operations or credit card operations

contd

• non-disbursement or delay in disbursement of pension to the extent the grievance can be attributed to the action on the part of the bank concerned, (but not with regard to its employees);

• refusal to accept or delay in accepting payment towards taxes, as required by Reserve Bank/Government;

• refusal to issue or delay in issuing, or failure to service or delay in servicing or redemption of Government securities;

• forced closure of deposit accounts without due notice or without sufficient reason;

• refusal to close or delay in closing the accounts; • non-adherence to the fair practices code as adopted

by the bank; and • any other matter relating to the violation of the

directives issued by the Reserve Bank in relation to banking or other services.

• However, no complaint can be filed against the

contd

• The decision of bank for non-sanctioning of loan.• The Banking Ombudsman will consider complaints

from Non-Resident Indians having accounts in India in relation to their remittances from abroad, deposits and other bank-related matters.

• When can the complainant file his complaint?• For filing a complaint before the Banking

Ombudsman, it is essential for a complainant to first attempt to find a satisfactory solution directly with his bank by making a written representation to the bank named in the complaint. The complaint should, however, be made before expiry of period of one year after the cause of action has arisen. If the reply is not received from the bank within a period of one month, after the bank concerned has received his representation, or the bank rejects the complaint, or the complainant is not satisfied with the reply given to him by the bank, complaint can be filed with Banking Ombudsman under whose jurisdiction Branch falls.

contd

• The complaint should not be for the same subject matter that was settled through the office of the Banking Ombudsman in any previous proceedings.

• Complaint can not be made before a Banking Ombudsman on the same subject matter for which any proceedings before any court, tribunal or arbitrator or any other forum is pending or a decree or award or a final order, has already been passed by any such competent court, tribunal, arbitrator or forum.

• Complainant can file a complaint with the Banking Ombudsman simply by writing on a plain paper. He can also file it online at www.bankingombudsman.rbi.org.in or by sending an email to the Banking Ombudsman. There is also a prescribed form for filing a complaint, which is available with all the branches of the banks. However, it is not necessary to use this format. The complainant should, however, incorporate all the required information.

contd

• The complaint can be filed by an authorized representative (other than an advocate) of the complainant.

• The Banking Ombudsman does not charge any fee for resolving customers’ complaints.

• The complaint should have the name and address of the complainant, the name and address of the branch or office of the bank against which the complaint is made, facts giving rise to the complaint supported by documents, if any, the nature and extent of the loss caused to the complainant, the relief sought from the Banking Ombudsman and a declaration about the compliance of conditions which are required to be complied with by the complainant.

contd

• PROCEEDINGS BEFORE THE BANKING OMBUDSMAN

• Banking Ombudsman endeavours to promote, through conciliation or mediation, a settlement of the complaint by agreement between the complaint and the bank named in the complaint.

• If the terms of settlement (offered by the bank) are acceptable to the complainant in full and final settlement of his complaint, the Banking Ombudsman will pass an order as per the terms of settlement which becomes binding on the bank and the complainant.

• If a complaint is not settled by an agreement within a period of one month, the Banking Ombudsman proceeds further to pass an award. Before passing an award, the Banking Ombudsman provides reasonable opportunity to the complainant and the bank, to present their case.

contd

• For passing an award, Banking Ombudsman is guided by the documentary evidence placed before him by the parties, the principles of banking law and practice, directions, instructions and guidelines issued by the Reserve Bank of India and such other factors, which in his opinion are necessary in the interest of justice.

• After an award is passed, its copy is sent to the complainant and the bank named in the complaint. It is open to the complainant to accept the award in full and final settlement of his complaint or to reject it.

• If the award is acceptable to the complainant, he is required to send to the bank concerned, a letter of acceptance of the award in full and final settlement of his complaint, within a period of 30 days from the date of receipt of the copy of the award by him.

contd

• Complainant can also make a written request to the Banking Ombudsman, for extension of time with the reasons for seeking such extension.

• If the Banking Ombudsman is satisfied with the reasons stated by the complainant in his letter of request for extension of time (for sending his letter of acceptance of the award), he may grant extension of time up to further period of 30 days for such compliance.

• What happens if the complainant sends a letter of acceptance of the award in full and final settlement of his claim?

• If the bank is satisfied with the award, within a period of one month (from the date of receipt of letter of acceptance from the complainant of the award in full and final settlement of his claim in the matter), the bank is required to comply with the award and intimate the compliance to the Banking Ombudsman.

contd

• If the complainant is not satisfied with the award passed by the Banking Ombudsman, he can approach the appellate authority against the Banking Ombudsmen’s decision. The rejection of an award by the complainant does not affect any other recourse and/or remedies available to him as per the law.

• if the Award is not acceptable to the bank it has the option to file an appeal before the appellate authority under the scheme.

• The appellate authority is the Deputy Governor in the Reserve Bank of India.

• Either party aggrieved by the award may, within 30 days of the date of receipt of the award, appeal against the award before the appellate authority. The appellate authority may, if he is satisfied that the applicant had sufficient cause for not making an application for appeal within time, also allow a further period not exceeding 30 days.

•

contd

• The banks can appeal only with the prior sanction of their Chairman or, in his absence, the Managing Director or the Executive Director or the Chief Executive Officer or any other officer of equal rank.

• The appellate authority may • i. dismiss the appeal; or

ii. allow the appeal and set aside the award; oriii. send the matter to the Banking Ombudsman for fresh disposal in accordance with such directions as the appellate authority may consider necessary or proper; oriv. modify the award and pass such directions as may be necessary to give effect to the modified award; orv. pass any other order as it may deem fit.

contd

• Is it open to the Banking Ombudsman to reject a complaint at any stage?

• Yes. The Banking Ombudsman may reject a complaint at any stage if it appears to him that a complaint made to him is:

• i. frivolous, vexatious, malafide or without any sufficient cause orii. that it is not pursued by the complainant with reasonable diligence oriii. in the opinion of Banking Ombudsman there is no loss or damage or inconvenience caused to the complainant oriv. beyond the pecuniary jurisdiction of Banking Ombudsman orv. in the opinion of the Banking Ombudsman the complicated nature of the complaint requires consideration of elaborate documentary and oral evidence and the proceedings before him are not appropriate for adjudication of such complaint.

• The Banking Ombudsman cannot pass an award for more than Rs. 10 lakh or actual amount of loss suffered by the customer, whichever is lower.

• Bank Branches to display in the branch salient features of the scheme, name & address of Banking Ombudsman to whom complaint can be made.

• The Banks covered by the scheme shall appoint nodal officers at Regional/Zonal offices, who will be responsible for representing the bank and furnishing information to Banking Ombudsman.