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The consumer department of India known as Department of Consumer Affairs (DCA) undertakes several activities to for spreading awareness among consumers.

• Consumer Coordination Council (CCC) is the national level apex body for all consumer organizations in India. It co-ordinates the work of various other institutions working for consumer protection.
• Various private organizations which work towards consumer protection are members of Consumer Co-ordination Council.
• The consumer department of India known as Department of Consumer Affairs ‘ (DCA) also undertakes several activities for spreading awareness among consumers.
• DCA also prints several advertisements under the heading ‘Jago Grahak Jago’, and providing National Consumer Helpline (NCH) tollfree number, web site, etc. to help the consumers.

• Every producer or seller is also a consumer for things he does not produce.
• The business unit forgets this fact and continuously and haphazardly utilizes public i.e. national resources and wealth.
• The producer forgets that by exploiting the resources extensively ignoring the needs of the society and the future generation, he is digging his own grave. Since, producer is a consumer too, if he does not produces goods and services responsibly, he too will suffer the dangers caused by such practices.

Consumer protection act is blessing for the consumers - True

Explanation: 

The Consumer Protection Act is a blessing for consumers because the Act aims at ensuring protection of consumers’ interests against various forms of exploitation. Under the Act, a three-tier machinery comprising District Forums, State Commissions and the National Commission has been set up for the speedy redressal of consumer grievances.

The Government alone is fighting for consumer protection - False

Explanation: 

Both government and non-governmental organisations are working for consumer protection. They perform various functions such as educating consumers, publishing journals, providing legal assistance in filing complaints and testing the quality of products with the motive of safeguarding the interest of consumers.

Order issued by District Forum on a complaint is final - False

Explanation: 

The order issued by a District Forum on a complaint can be changed by the State Commission. In other words, in case the party filing the complaint at the District Forum is not satisfied with the verdict, it can file an appeal before the State Commission within 30 days of passing the judgement.

An order passed by the National Commission in a matter of its original jurisdiction is appealable before the Supreme Court.

Beside a 'Consumer’, a complaint may be filed before the appropriate consumer forum by:

(i) Any registered consumer's association.

(ii) The Central Government or any State Government.

(iii) One or more consumers, on behalf of numerous consumers having the same interest and

(iv) A legal heir or representative of a deceased consumer.

District Forum

He should check ISI mark on the product as it provides quality assurance.

White purchasing a washing machine, a consumer must look for an ISI mark.

Awareness of rights.

(i) Anita can file a complaint in the District Forum as value of the book and compensation is not expected to exceed Rs. 20 lakhs. 

(ii) A consumer is generally understood as a person who uses or consumer’s goods or avails any service. Under the Consumer Protection Acts a consumer is defined as: 

(a) Any person who buys any goods for a consideration, which has been paid or promised, or partly paid or partly promised, or under any scheme or deferred payment, It includes any user of such goods, when such use is made with the approval of the buyer but does not include a person who obtains goods for resale or any commercial purpose.

i. Endangering the lives

ii. Violation of law

iii. False information to consumers

(a) The disturbing values in the above para are:

(i) Testing on animals is banned.

(ii) No information about the products on package is a violation of right to information.

(b) Yes, the decision of installing a new unit in tribal area will definitely help in the upliftment and development of tribal society.

(i) The tribal labour, men and women will get equal minimum wages to earn livelihood.

(ii) School and other supportive activities will help in the community development.

(iii) Proper utilisation of resources.

(i) Harmful for health 

(ii) Adulteration is violation of law 

(iii) False information to consumers.

i. Deterioration of quality of products

ii. Reduction in quantity of the products

iii. Bad effects on health of consumers

(i) Bad effects on the health of products. 

(ii) Pollution of the environment 

(iii) Violation of rules/regulations

i. Bad effects on the health of children

ii. Polluting the environment

iii. Violation of rules/regulations

You should have been conscious about the quality of the product by checking the AGMARK and should have obtained the cash memo. Now the following remedies are available:

i. Removing the defects of the product.

ii. Replacing the defective product with the right product.

iii. Returning the price of the product.

iv. Compensating by way of paying compensation, etc.

In India, the Consumer Protection Act is not required. - False

Explanation: 

The Consumer Protection Act is needed in India because many people in the country are unaware of the rights they possess and the reliefs available to them. Also, a large chunk of the population is illiterate and unorganised; this results in the exploitation of consumers at the hands of sellers. Thus, the Consumer Protection Act is essential in India.

The Consumer Protection Act was passed in the interest of sellers. - False 

Explanation: 

The Consumer Protection Act was passed in the interest of consumers. The Act emphasises protection of consumers’ interests against various forms of exploitation such as defective goods, improper services and unfair trade practices.

The National Commission was set up by the central government. It consists of a president and four or more other members, one of whom should be a woman. A consumer can file a complaint directly in the National Commission in case the value of goods or services exceeds Rs 1 crore or if the consumer is not satisfied by the verdict of state commission, he can apply in national commission. And in case the aggrieved party is not satisfied with the order of National Forum, an appeal can be filed before the Supreme Court.

Consumer Protection Agencies are :-

• Consumer Coordination Council,Delhi 
• Common Cause, Delhi
• Voluntary Organisation in Interest of Consumer Education (VOICE), Delhi 
• Consumer Education and Research Centre (CERC), Ahmedabad
• Consumer Protection Council (CPC), Ahmedabad
• Consumer Guidance Society of India (CGSI), Mumbai 
• Mumbai GrahakPanchayat, Mumbai 
• Karnataka Consumer Service Society, Bangalore
• Consumers’Association, Kolkata 
• Consumer Unity and Trust Society (CUTS), Jaipur

Correct option is (A) 15th March

District Forum

Appeals against the orders passed by the National Commission in a matter of its original jurisdiction, can be taken to the supreme court.

To replace the goods.

A district form can entertain the claims up to Rs 20 Lakh. 

Explanation: 

Those cases are taken to district courts in which the value of goods or services in question, along with the compensation that is claimed, is less than Rs 20 lakh. If the value in question exceeds Rs 20 lakh but is under 1 crore, the State Commission undertakes such cases. Also, if the value in question exceeds 1 crore, then the National Commission solves such cases.

State consumer dispute redressal commission is popularly known as State Commission. 

Explanation: 

State governments have set up State Commissions for the redressal of consumer grievances. Like District Forums, State Commissions also comprise a president and two or more members, one of whom should be a woman.

District consumer disputes redressal agency.

Non-profit and non-political independent groups working for a definite cause - Non-governmental organisation. 

Explanation: 

Non-profit and non-political independent groups working for a social cause are known as non-governmental organisations. Non-profit implies that they are not part of any profit-making business; while non-political means that they are not a part of government. Such organisations work for the welfare of the society.

A consumer dispute redressal agency that handles claims up to rupee twenty lakhs - District Forum 

Explanation: 

District Forums solve cases in which the value of goods (or services) in question, along with the compensation that is claimed, is less than Rs 20 lakhs. If, in case, the party filing the complaint is not satisfied with the verdict of the court, an appeal can be filed in the State Commission within 30 days of passing the judgement.

FICCI and CII.

Business associations prepare a code of conduct for businessmen indicating how they are expected to behave with the consumers.

If any party is not satisfied with the decision of the national commission the matter is appealable before the Supreme Court within 30 days, subjected to jurisdiction, i.e., complaints involving a sum exceeding ₹ 1 crore.

Consumer protection refers to the act of providing adequate protection to the consumers against the unscrupulous, exploitative and unfair trade practices of manufacturers and service providers.

i. Removal of Defects: If after proper testing the product proves to be defective then the ‘remove its defects’ order can be passed by concerned authority.

ii. Replacement of Goods: Orders can be passed to replace the defective product by new non-defective product of the same type.

iii. Refund of Price: Orders can be passed to refund the price paid by the complaint for the product.

iv. Award of Compensation: If because of the negligence of the seller a consumer suffers physical or any other loss, then compensation for that loss can be demanded for.

v. Removal of Deficiency in Service: If there is any deficiency in delivery of service then orders can be passed to remove that deficiency. For instance, if an insurance company makes unnecessary delay in giving final touch to the claim, then under this Act orders can be passed to immediately finalise the claim.

vi. Discontinuance of Unfair/Restrictive Trade Practice: If complaint is filed against unfair/restrictive trade practice then under the Act that practice can be banned with immediate effect. For instance, if any gas company makes it compulsory for a consumer to buy gas stove with the gas connection then this type of restrictive trade practice can be checked with immediate effect.

Bharat Electricals cannot file a complaint. This is because this firm is not a consumer as per consumer protection Act, 1986 as they bought the goods for resale/commercial purpose.

Meaning of consumers as per consumers protection Act, 1986:

i. he buys goods or hires services for a consideration but does not include a person who obtains them for re-sale or any commercial purpose;

ii. he uses goods with the approval of the buyer;

iii. he uses services which are availed of with the approval of one who hires the services, and

iv. he uses the goods bought or services hired exclusively for earning livelihood by self employment. (For example, a doctor who is a C.T. Scan expert, buys a C.T Scanner for the purpose of earning his livelihood is a consumer.)

The need of consumer protection is explained as follows:

(1) Need of participation of consumers : It is noticed that most of the organisations or manufacturing companies take certain decisions which directly or indirectly affect the consumers’ interest without consulting them or their organisations. This leads to consumer exploitation. Only a Strong consumers’ organisation can force business organisations to allow consumers to participate in the decision-making process.

(2) Lack of information : Today consumers live in a dynamic and complex world. Due to vast distance between manufacturer and consumer, it is very difficult to establish direct contact between them. Now market is fully flooded with domestic as well as foreign products due to globalisation and liberalisation. However, it is very difficult for the consumer to get correct and reliable information about the products before they are purchased. He has to rely on trial and error method or on advertisements. In both the cases chances of consumer exploitation cannot be denied.

(3) Ignorance : One of the important causes of consumer exploitation is ignorance of consumers. In India, consumers are mostly ignorant about their rights, market conditions, price levels, product details, etc. Many a time consumers are not aware that they are being cheated by the sellers. An appropriate system is required to protect consumers from business malpractices.

(4) Unorganised consumers : The consumers are widespread and unorganised. Moreover, they are not united. Hence, they are easily exploited by the producers and sellers. Sellers are in better position as compared to unorganised consumers. An individual consumer cannot fight against the powerful manufacturers or sellers.

The need of consumer protection is explained as follows:

(1) Need of participation of consumers : It is noticed that most of the organisations or manufacturing companies take certain decisions which directly or indirectly affect the consumers’ interest without consulting them or their organisations. This leads to consumer exploitation. Only a Strong consumers’ organisation can force business organisations to allow consumers to participate in the decision-making process.

(2) Lack of information : Today consumers live in a dynamic and complex world. Due to vast distance between manufacturer and consumer, it is very difficult to establish direct contact between them. Now market is fully flooded with domestic as well as foreign products due to globalisation and liberalisation. However, it is very difficult for the consumer to get correct and reliable information about the products before they are purchased. He has to rely on trial and error method or on advertisements. In both the cases chances of consumer exploitation cannot be denied.

(3) Ignorance : One of the important causes of consumer exploitation is ignorance of consumers. In India, consumers are mostly ignorant about their rights, market conditions, price levels, product details, etc. Many a time consumers are not aware that they are being cheated by the sellers. An appropriate system is required to protect consumers from business malpractices.

(4) Unorganised consumers : The consumers are widespread and unorganised. Moreover, they are not united. Hence, they are easily exploited by the producers and sellers. Sellers are in better position as compared to unorganised consumers. An individual consumer cannot fight against the powerful manufacturers or sellers.

(5) Spurious Goods : The consumers also face a major problem of duplicate goods. Some traders cheat the consumers by supplying them duplicate or defective goods of the popular brands. It is not possible for the consumers to find difference between genuine and duplicate product. It is therefore necessary to protect the consumers from such exploitation by fixing prescribed norms of quality and safety standards.

(6) Misleading advertising : Sometimes the advertisements of goods and services shown on television, in newspapers and magazines are misleading. They make tall claims about the benefits of the products but do not disclose the drawbacks. Most of the consumers are misled by the misleading advertisement and do not know the real and true quality of advertised products. Appropriate system or mechanism is required to prevent misleading advertisements.

(7) Malpractices of Businessmen : Many businessmen adopt fraudulent, unethical and monopolistic trade practices to earn more money. This leads to exploitation of consumers. Some times consumers get defective, inferior and substandard goods and services. Appropriate measures are necessary to protect the consumers against such malpractices.

(8) Trusteeship : The Gandhian philosophy states that businessmen are the trustees of the society’s wealth. So they should not misuse the society’s wealth for their own benefits. They should use the wealth of the society for the benefit of the people.

The responsibilities of the consumer are explained as follows:

(1) Consumer should use his rights : The consumers have many rights in respect to the goods and services they purchase. They must be aware of their rights while buying the products. They can use their rights if they are misled by advertisement or get faulty or defective articles.

(2) Cautious consumer : The consumers should be alert while dealing with the trader. They should be aware of their responsibilities while buying goods and services. Before buying any product or service, the consumer should make detail enquiry about the quality, quantity available, price, date of manufacture, expiry date, utility of goods and services, etc.

(3) Filing of complaint : If consumer has complaint about the products or services he has purchased, he should immediately approach the officer concerned and lodge complaints about the products or services. A delay in making complaints loses the rights and results in expiry of guarantee or warranty. If consumers ignore the dishonest acts of the traders, it may indirectly amount to encouragement to unethical business practices.

(4) Quality conscious : It is the responsibility of the consumers to buy quality goods. They should never compromise on the quality of goods. They should never buy inferior goods out of greed at lesser prices. For such behaviour of consumers, there is no protection. It is the responsibility of the consumer to ensure about the quality symbols like, ISI, AGMARK, Hallmark, Fruit Products Order (FPO), Food Safety and Standards Authority of India (FSSAI), etc. These are indicative of the good quality of the goods.

The importance of consumers’ protection from the point of view of the consumers can be made clear with the help of the following points:

i. Consumers’ Ignorance: Generally, the consumers are not aware of their rights. It is only because of this ignorance that they cannot raise their voice against their exploitation rampart in the market. They bear this exploitation ungrudgingly thinking it as a part of the market. Hence, they remain inactive in this respect. Therefore, it has become necessary in public interest that they should be educated about their rights so that they become activated.

ii. Unorganised Consumers: Consumers are unorganised and this fact alone highlights the importance of consumers’ protection. A single consumer raising his voice against exploitation is not as effective as the voice of an organised consumers’ body can be. So far the consumers have not shown such an attitude that they should raise their voice in an organised manner. Consumers’ protection encourages the consumers to organise themselves.

iii. Widespread Exploitation of Consumers: These days consumers are being exploited on a large scale. Following are some of the examples of their exploitation:

a. Adulteration in consumers’ products.

b. Inferior quality of goods and services.

c. Misleading advertisement.

Consumers’ protection is absolutely necessary in order to get rid of such exploitation.

The rights of consumers are explained as follows:

(1) Right to Safety : The right to safety means the right to be protected against products, production processes and services which are hazardous to consumer’s lives or health and property. It includes consumer’s long term interest and immediate requirements. This right demands that consumer must get full safety and protection to his/her life and health in relation to medicines, food, electrical appliances, etc. AGMARK, ISI – Indian Standard Institute, BIS – Bureau of Indian standards, Hallmark, etc. are the safety standards prescribed by the Government of India (GOI).

(2) Right to Information : The consumer has a right to get correct and adequate information of all aspects of goods and services like price, name of manufacturer, contents used, batch number, date of manufacture and expiry date, use manual and safety instructions, etc. This information helps the consumers to make right choice of goods and services. This right is applicable to medicines, food products, spare parts and other consumer products or services.

(3) Right to Choose : According to this right, the consumer has full freedom to select or choose the product or service as per his/her liking, requirement and purchasing capacity. The seller cannot force a consumer to purchase a particular product. This right aims at removing monopoly. The choices available to consumers in India include goods and different services such as telecommunications, travel and tourism, banking, electronics, Fast Moving Consumer Goods (FMCG) etc.

(4) Right to Be Heard : It is the responsibility of every business organisation to listen and solve difficulties, complaints and grievances of the consumers. This right gives an opportunity to the consumers to express and voice their complaints to the consumer forum. The consumers also have rights to give suggestions to the manufacturer as well as to the trader on the quality, quantity, price, packaging, etc. of the products they use. Now a days consumers can file online complaints through portal or mobile applications.

The main objective of Consumer Protection Act (CPA), 1986 are:

It aims to provide a speedy and simple redressal to consumers’ grievances.

1. It applies to all goods, services and unfair trade practices unless specifically exempted by the Central Government.
2. It covers all sectors-private, public or co-operative.
3. It provides for establishment of consumer protection councils at the central, state and district levels to promote and protect the rights of consumers and a three-tier quasi-judicial machinery to deal with consumer's grievances and disputes.
4. It provides a statutory recognition to the six rights of consumers.

The Sale of Goods Act, 1930.

The Consumer Protection Act, 1986.

World Consumer Rights Day is celebrated 15^th March.

Right to safety.

When a brand gets registered under the Trade Mark Act, 1999, no other company can use that name.