CONSUMERS, RIGHTS AND

RESPONSIBILITES, AND
LEGISLATIONS
PRESENTED BY:
Sumit Pachauri
Mayank Srivastava
(Mangalayatan
University, Aligarh)

CONSUMER

Who is consumer
Buys goods and services
To be consumed by himself or
By someone else on behalf of
the buyers

What is consumerism?
Self effort on the part of the
consumer for safeguarding
themselves is known as
consumerism.
Consumerism refers to
a movement by consumer or by
consumer association
To ensure fair and honest (ethical)
practices on the part of
Manufactures, traders, dealers,
services providers in relation to

HISTORY
Consumerism has weak links with theWestern
world, but is in fact an international phenomenon.
People purchasinggoodsand consuming materials
in excess of their basic needs is as old as the
firstcivilizations(e.g.Ancient
Egypt,BabylonandAncient Rome).
The term "consumerism" was first used in 1915 to
refer to "advocacy of the rights and interests of
consumers" (Oxford English Dictionary) but in this
article the term "consumerism" refers to the sense
first used in 1960, "emphasis on or preoccupation
with the acquisition of consumer goods.

Ministry Of Consumer Affairs,

Foods And Public Distribution

Minister of State (Independent

Charge)
Professor K V Thomas

NATIONAL CONSUMER DAY

24th of December is celebrated
as National Consumer Day
commemorating the coming into
effect
of the Consumer Protection Act,
1986.

WHY CONSUMERISM?
Empower consumers to have access to the
basic needs of life.
Protect consumers from hazards to their life and
safety
Enhance the access of consumers to adequate
information to enable them to make informed
and environmentally benign choices according
to individual as well as societal needs.
Promote consumer education through formal as
well as non-formal education systems so as to
help consumers in their decision making.

 Promote accountability and transparency through

adoption of Citizens Charters.
Provide expeditious and inexpensive system of
delivery of justice.
Promote an independent consumer movement in the
country by providing assistance to consumer and
other relevant groups to form their organisations and
giving them the opportunity to present their views in
the decision-making process.
Initiate and implement appropriate mechanisms for
exchange of information on measures of consumer
protection, nationally, regionally and internationally.

NATIONAL CONSUMER
POLICY
The rationale behind the National Consumer Policy
stems from Article 39 of the Constitution of India which
has enshrined the Directive Principles to be followed by
the State to ensure all-round welfare of the citizens of
the country.
The basic premise of the National Consumer Policy is to
ensure that goods, services and technology are
available to consumers at reasonable prices and
acceptable standards of quality.
The National Consumer Policy seeks to provide
guidelines to different branches of the Government and
agencies at all levels in maintaining the appropriate
consumer dimension while taking any step or decision
which will have an impact on consumers interests.

 In view of complexity of the market place

and technology and impact of liberalisation,
the consumer needs to be protected. In the
past, there was the system of barter and
consumers did not have to choose from a
large rangethe allocation of resources
was simpler. However, the situation has
changed considerably. With the growth and
dominance of the market place, consumers
interests and protection have taken a back
seat. The perfect market place is a myth,
and an economists dream.

DEPARTMENT OF
CONSUMER AFFAIRS
VISION
to protect the rights and interests of
consumers,
to spread awareness about
consumer rights, duties and
responsibilities and
to promote consumer welfare by
strengthening consumer movement in
the country.

DEPARTMENT OF CONSUMER
AFFAIRS
MISSION
fulfill mission through progressive consumer
related legislations and
effective implementation of various consumer
welfare schemes.
Active participation of State Governments,
academic and research institutions, schools and
voluntary organizations will be sought
to create a vibrant consumer movement in the
country.
Strict parameters regarding consumer products
will be developed and enforced along with regular
monitoring of prices to
ensure the sovereignty of consumers.

OBJECTIVES OF DCA
Empowerment of consumers by making
them aware about their rights and
responsibilities.
Provision of effective, inexpensive and
speedy redressal system to Consumers.
Augmentation of infrastructure of the
enforcement machinery of Legal
Metrology Department of States/UTs
andimplementation of The Legal
Metrology Act, 2009
Enabling National Test House (NTH) to

OBJECTIVES OF DCA
Strengthening of National Test House (NTH)
laboratories and installation of MIS.
Efficient Regulation of Commodity Futures
Markets.
Strengthening of Forward Markets & Forward
Markets Commission.
Formulation of Standards & Strengthen
Conformity Assessment of
Products and
Services.
Monitoring of prices of Essential
Commodities.
Implementation and regulation of Essential
Commodities Act.

FUNCTIONS OF DCA
CONSUMER PROTECTION
Implementation of Consumer Protection Act,
1986
National Consumer Disputes Redressal
Commission (NCDRC).
National Test House (NTH).
Implementation of the Standards of Weights
and Measures Act, 1976.
Regulation of Packaged Commodities and
implementation of new Act namely,The Legal
Metrology Act, 2009.

FUNCTIONS OF DCA
CONSUMER AWARENESS
Jago Grahak Jago Multimedia
Campaign.

SETTING STANDARDS
Implementation of Bureau of Indian
Standards Act, 1986.

FUNCTIONS OF DCA
REGULATION OF ESSENTIAL COMMODITIES
ACT, 1955
Implementation of Essential Commodities Act,
1955.
Implementation of Prevention of Black
Marketing & Maintenance of supply of
Essential Commodities Act, 1980

CONSUMER COOPERATIVES
National Consumer Cooperatives Federation
(NCCF).
Super Bazaar.

FUNCTIONS OF DCA
COMMODITY EXCHANGES
Regulation of Commodities futures through Forward
Market Commission.
Implementation of Forward Contract (Regulation) Act,
1952.

MONITORING OF PRICES OF
ESSENTIALCOMMODITIES
Monitoring of prices and availability of essential
commodities.
Availability of Pulses.

CONSUMER RELATED PROGRAMMES BY INVOLVING

STATES / UTs / NGOs
Setting up Consumer Helplines in States and UTs
Comparative Testing of Consumer Products and Services.

Consumer Protection Act,

1986

T better protect the interest of consumers

by creating an alternative disputes
resolution mechanism exclusively for
consumers.
It created three tier quasi judicial consumer
dispute redressal machinery at

The

Total number of cases filed and disposed

of in the national commission, state
commissions and district fora, as on
30.12.2010, since inception.

Salient Features Of The

Act

The Act enshrines six rights of

consumers
Right to Safety

1. Means right to be protected against the

marketing of goods and services, which are
hazardous to life and property. The
purchased goods and services availed of
should not only meet their immediate needs,
but also fulfill long term interests.
2. Before purchasing, consumers should insist
on the quality of the products as well as on
the guarantee of the products and services.
They should preferably purchase quality
marked products such as ISI,AGMARK, etc.

Salient Features Of The

Act

Right to be Informed

1. Means right to be informed about the

quality, quantity, potency, purity,
standard and price of goods so as to
protect the consumer against unfair
trade practices.
2. Consumer should insist on getting all the
information about the product or service
before making a choice or a decision.
This will enable him to act wisely and
responsibly and also enable him to desist
from falling prey to high pressure selling

Salient Features Of The

Act

Right to Choose
Means right to be assured, wherever possible
of access to variety of goods and services at
competitive price.
In case of monopolies, it means right to be
assured of satisfactory quality and service at a
fair price.
It also includes right to basic goods and
services. This is because unrestricted right of
the minority to choose can mean a denial for
the majority of its fair share.
This right can be better exercised in a
competitive market where a variety of goods

Salient Features Of The

Act

Right to be heard
Means that consumer's interests will
receive due consideration at appropriate
forums.
It also includes right to be represented in
various forums formed to consider the
consumer's welfare.
The Consumers should form non-political
and non-commercial consumer
organizations which can be given
representation in various committees

Salient Features Of The

Act

Right to Seek redressal

Means right to seek redressal against unfair
trade practices or unscrupulous exploitation of
consumers.
It also includes right to fair settlement of the
genuine grievances of the consumer.
Consumers must make complaint for their
genuine grievances.
Many a times their complaint may be of small
value but its impact on the society as a whole
may be very large.
They can also take the help of consumer
organisations in seeking redressal of their

Salient Features Of The

Act
Right to Consumer Education
Means the right to acquire the
knowledge and skill to be an informed
consumer throughout life.
Ignorance of consumers, particularly of
rural consumers, is mainly responsible
for their exploitation.
They should know their rights and
must exercise them. Only then real
consumer protection can be achieved
with success.

CONSUMER DUTIES
Insist on receipts or bill without fail, on all the purchases
made.
Read information carefully on the packets before
purchase.
Do not feel tempted on misleading advertisements.
Buy standardized products only i.e. of ISI. AGMARK
BRANDS
File consumer complaints against default in goods
deficiency in services, or unfair trade practice.

CONSUMER RESPONSIBILITIES

Responsibility of self help.

Proof of transactions.
Proper claim.
Proper use of product/ services.

Responsibility of self help

It is always desirable that the
consumer should not depend on the
seller for information and choice as
far as possible .

Proof of transactions.
The proof of purchase and
documents related to purchase of
durable goods should be invariable
obtained and preserved.

Proper claim
Consumers are expected to bear in
mind that while making complaints
and claiming compensation for loss
or injury they should not make
unreasonably large claims

Proper use of Products/

Services
Some consumers, especially during
the guarantee period,
make rough use of the product,
thinking that it will be replaced
during the guarantee period.
This is not fair on their part. They
should always use the products
properly.

Salient Features Of The

Act

Right to Consumer Education

Means the right to acquire the
knowledge and skill to be an informed
consumer throughout life.
Ignorance of consumers, particularly of
rural consumers, is mainly responsible
for their exploitation.
They should know their rights and
must exercise them. Only then real
consumer protection can be achieved
with success.

Salient Features Of The

Act

Right to Consumer Education

Means the right to acquire the
knowledge and skill to be an informed
consumer throughout life.
Ignorance of consumers, particularly of
rural consumers, is mainly responsible
for their exploitation.
They should know their rights and
must exercise them. Only then real
consumer protection can be achieved
with success.

Consumer court

NATIONAL CONSUMER DISPUTES REDRESSAL

COMMISSION

President of NCDRC Mr. Justice

Ashok Bhan

NATIONAL CONSUMER
DISPUTES REDRESSAL
COMMISSION
To provide inexpensive,
speedy and
summary redressal of consumer
disputes,
quasi-judicial bodies have been set up
in each District and State and at the
National level, called the District
Forums, the State Consumer Disputes
Redressal Commissions and the
National Consumer Disputes Redressal
Commission respectively

CONFONET SCHEME
The scheme of Computerization and
Computer Networking of Consumer
Fora in the country, (CONFONET) was
Launched during the 10th Plan
period in March, 2005
at a cost of ` 48.64 crores.

CONFONET SCHEME
Under the project, the Consumer
Fora at all the three tiers
throughout the country were
to be fully computerized to enable
access of quicker disposal of cases.

SAVERA
Society for Advancement of Villages
Empowerment and Rehabilitation of All
(SAVERA)
The project proposal for organizing
Information and Education and
Communication (IEC) programme in
Katihar and Kishangarh District of
Bihar
for strengthening Consumer Movement at
grassroots level and to set up a
Consumer counseling committees at