THE CONSUMER

PROTECTION
ACT, 1986
(GOODS &
SERVICES)

 Consumer is the final user of all

goods and services .
A person who buys good for business
or resale purpose is not a consumer.

The enactment of CPA, 1986 by parliament was a

milestone in the history of consumer protection
movement in India.
The special feature of this act is to provide
speedy and inexpensive redressal grievances of
the consumer and to provide him specific relief
or award of compensation wherever appropriate.
It recognizes six of the eight rights of the
consumer as provided in the UN charter.

RIGHTS
OF
CONSUMER
Right
to
Protection
Right of
Information
Right of Choice
Right of Hearing
Right of
Redressal
Right of
Education

CONSUMER PROTECTION COUNCIL

Consumer protection
councils are at three
levels: Central,
State and
District

CENTRAL CONSUMER
PROTECTION COUNCIL

Objectives of the Central Council

To promote and protect the rights of the
consumers such asthe right to be
protected against the marketing of goods
and services which are hazardous to life
and property.

STATE CONSUMER
PROTECTION COUNCIL
Objectives of the State Council

The objectives of every State

Council shall be to promote and
protect within the State the rights
of the consumers.

DISTRICT CONSUMER
PROTECTION
COUNCIL
Objectives of the District
Council
The objectives of every District
Council shall be to promote and
protect within the district the rights
of the consumers.

CONSUMER
REDRESSAL AGENCIES3 Tier system
DISTRICT FORUM
STATE COMMISSION
NATIONAL COMMISSION

DECEPTIVE ADVERTISING
An advertisement which is
potentially misleading or literally
false is deceptive.
Potentially misleading ads are
difficult to evaluate because
miscomprehension may often
occur.
Miscomprehension is a
problem for firms because the
audience does not understand
the message being delivered.

CASE 1
HEALTH
PRODUCT
Weight loss by
drinking
herbal tea for 12
weeks

CASE 2
FOOD ITEM
A big Mac burger of
McDonalds

CASE 3

CASE 1

INDIAN CONSUMER
PROTECTION

Redressal filed against: Indian Airlines

Issue: not allowing passenger to board the flight
despite the fact that the passenger had flight tickets
booked
Compensation: Rs. 10,000
CASE 2

Redressal filed against: ROYAL STAGS PVT. LTD.

Issue: presence of protein impurity in beer
Compensation: Rs. 5,000
CASE 3

Redressal filed against: Shoe crafts

Issue: Sale of faulty camera from the grey market with
mismatch in serial number on guarantee card
Compensation: Rs.3033