WELCOME

CONSUMER PROTECTION

CONTENTS1) Introduction2) Unfair trade practices3) Consumer’s &business point of view4) Legal Protection5) Consumer Protection Act – Rights &

Responsibilities ;Redressal; 6) Means of self protection - reliefs7) NGO & its role

WHO IS A CONSUMER?

Consumer is the King

Caveat emptor – “Let the buyer beware” Caveat venditor – “Let the seller beware”

What are Unfair Trade Practices?

Defective products

Adulteration

Hoarding

Black Marketin

g

False Advertise

mentsUnfair Trade Practices

CONSUMER’S POINT OF VIEW

Consumer’s IgnoranceUnorganised ConsumerWidespread Exploitation of Consumer

BUSINESS POINT OF VIEWLong term Interest of BusinessBusiness uses Society’s Resources

Social ResponsibilityMoral JustificationGovernment Intervention

LEGAL PROTECTIONThe Consumer Protection Act, 1986The Essential Commodities Act, 1955The Prevention of Food Adulteration Act, 1954The Standards of Weights & Measure Act, 1976The Trade Marks Act, 1999The Bureau of Indian Standards Act, 1986

THE CONSUMER PROTECTION ACT (CPA)

Speedy & inexpensive redressal

Wide application :all types of undertakings - big/small; private/public; etc

Confers consumer rights & responsibilities: for empowering & protecting consumer’s interest

CONSUMER’S RIGHTS

Right to safety Right to be Informed Right to Choose Right to be Heard Right to seek Redressal Right to Consumer Education

CONSUMER RESPONSIBILITIES

Be aware of Goods/Services received & risks Buy only Standardised Goods Read Labels carefully Be honest in dealings Always Ask for cash memo File a complaint Form consumer societies Be Eco friendly

WAYS & MEANS OF CONSUMER PROTECTION

Self Regulation by Business Business Associations Consumer Awareness Consumer Organisations Government

REDRESSAL Who can file a complaint? Any consumer Any registered consumer’s association Central/State Govt One/more consumers having same interest A legal heir

District Forum

State Commission

National Commission

RELIEF AVAILABLE

To remove defects/deficiency in goods/service

To refund the price/charges paid for goods/service

To pay a reasonable amount of compensation for loss/punitive damages

To discontinue the unfair trade practices Not to offer/to withdraw the hazardous goods To issue corrective advertisements

NGO’S ROLE

Educating the general public Carrying out comparative testing of consumer

products in accredited laboratories Protest against unfair trade practices Providing legal assistance Filing complaints in appropriate consumer courts

Delhi

• Consumer coordination council

• Common cause• Voluntary Organisation in

Interest of Consumer Education (VOICE)

Ahmedabad• Consumer Education &

Research Centre (CERC)• Consumer Protection

Council (CPC)

Mumbai• Consumer Guidance Society

of India (CGSI)• Mumbai Grahak Panchayat

CASE STUDIES

Eatery fined for Overpricing Bottled Water Jose Philip Mampillil vs. M/s Premier

automobiles Ltd. Sasikant Krishnaii Dole vs. Shikshan

Prasarak Mandali CERS vs. Railways

THANK YOU