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CBSE Class 12 Business Studies Consumer Protection PDF
CBSE Class 12 Business Studies Consumer Protection PDF
o The Act extends to whole of India except the state of Jammu and
Kashmir
o The act was passed in Lok Sabha on 9th December,1986 and
Rajya Sabha on 10th December, 1986 and assented by the
President of India on 24th December, 1986
1. CONSUMER
2. GOODS
4. COMPLAINT
Service is made
available to potential
users Complaint is a
statement made in
writing by a person
Eg: Provision of competent to file it
facilities -
banking, financing, insu It contains the
rance, transport, supply allegations in detail
of electrical
energy, board or/and
lodging Made in view to obtain
relief
COMPLAINT MUST
CONTAIN:
5. COMPLAINANT
Unfair trade practice or a
restrictive trade practice Consumer or consumers
Consumer Education
Redressal of Complaints
A Connecting Link
Ethical Obligations
PURPOSE & OBJECTIVE OF CONSUMER
PROTECTION
Social Responsibility
Increasing Awareness
Customer Satisfaction
Government Intervention
RIGHTS OF THE CONSUMERS:
Knowing this the consumer can make his/her choice for the product
3. THE RIGHT TO INFORMATION
The consumer has the right to be informed about the
quality, quantity, purity, standard and price of goods so as to protect
themselves against unfair trade practices.
RTI & THE CONSUMER
PROTECTION ACT
4. THE RIGHT TO BE HEARD
The consumer has the right to be heard and be assured that their interests or
views or complaints will be considered at consumer forums
The right to seek redressal against unfair trade practices or restrictive trade
practices or exploitation of consumers
6. THE RIGHT TO CONSUMER EDUCATION
The consumers should have access to informational programs and
materials that would enable them to make better buying decisions
7. THE RIGHT FOR BASIC NEEDS
Every consumer has the right to get the quality basic needs such as
food, clothing and shelter.
BASIC NEEDS
25%
50%
Food
Shelter
Clothing
25%
8. THE RIGHT FOR HEALTHY ENVIRONMENT
The manufacturer should aim at producing more environment friendly and
energy efficient products.
Freedom Of Choice
2
Free Competition
3
Consumer Rationality
The Central
Consumer
Protection
Council
NEED FOR
CONSUMER The State CPC:
PROTECTION Consumer
Protection
COUNCIL Council To Promote
And Protect
The Rights Of
The
Consumers
The District
Consumer
Protection
Council
COMPOSITION OF THESE COUNCILS
At National Level
• National Commission
At State Level
• State Commission
At District Level
• District Forums
COMPOSITION
District Forum
State Commission
National Commission
1.The
name, description
and the address of
the complainant;
4. Documents in
3. The facts relating
support of the
to the complaint and
allegations
when and where it
contained in the
arose
complaint
THE PROCEDURE
I] Referral of the complain copy to the opposite party;
II] If Opposite party denies or disputes the allegations or fails to take any action then
CDRA shall proceed to settle the dispute
5. On such cases
CDRA may adjourn
4. Any party fails to the hearing ( not more
produce his evidence or than 1 adjournment
to cause the attendance shall be given)
of witness – CDRA
3. Complainant fails to may not withstand
appear on such day, the
CDRA may dismiss the
complainant
complain, decide on
2. On the basis of merit or ex-parte
evidence brought by
the complainant and
opposite party fails
to take action
1. On the
basis of
evidence
brought by
complainant and
the opposite
party denies the
allegations
APPEAL
State
• Any person aggrieved by
an order made by the
Commission • Any person, aggrieved by
an order made by the
District Forum may appeal National Commission, may
• Any person aggrieved by appeal against such order to
against such order to the an order made by the
State Commission within the Supreme Court within a
State Commission may period of 30 days from the
a period of 30 days from appeal against such order date of the order
the date of the order. to the National
Commission within a
period of 30 days
District National
Forum Commission
TOTAL NUMBER OF CONSUMER COMPLAINTS
FILED / DISPOSED / PENDING
UNDER CONSUMER PROTECTION LAW
618
700
527
600
333
Number Of Cases (in ‘000)
500 307
260
400
300
200
90
84
100 72
0
10
Cases Filed
Cases Disposed
Cases Pending
The CGSI aims at making consumers conscious of their rights and responsibilities
and strives to ensure it
Indian Societies Registration Act 1960 and Indian Public Trust Act 1950 in the
name of MGP
Primary objectives - organizing the consumers for common causes, educating them and
protecting consumer interest through legal and other means
More than 27,900 members and it has a presence in Greater Mumbai, Thane, Raigad
and Ratnagiri district
Example: V/S
CONSUMER EDUCATION AND
RESEARCH CENTRE
http://en.wikipedia.org/wiki/Consumer_protection#India
http://www.ncdrc.nic.in/1_1.html
http://ncdrc.nic.in/statistics.html
http://www.gizmopod.com/gallery/2868/10-ridiculous-
lawsuits?utm_content=buffer4049a&utm_medium=social&utm_campai
gn=buffer&utm_sorce=twitter.com
http://articles-junction.blogspot.in/2013/06/what-is-need-and-
importance-of-consumer.html?m=1
http://www.ask.com/question/why-do-we-need-consumer-protection
http://agmarknet.nic.in/amrscheme/armstandconsu.htm
http://ncdrc.nic.in/1_1_2.html
PRESENTED BY E-MBA(A) GROUP NO.2:
Abhishek Bhatt - 13003