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• Be aware of various goods and services available in the market.
• Buy only standardised goods as they provide quality assurance.
• Learn about the risks associated with products and services, follow the manufacturer’s instructions and use the products safely.
• Read labels carefully so. as to have information about prices, net weight, manufacturing and expiry dates, etc.
• Choose only from legal goods and services.

Role of Consumer Organisations and Nongovernmental Organizations (NGOs.)

1. Educating the general public about consumer rights by organising training programmes, seminars and workshops.

2. Publishing periodicals and other publications.

3. Collecting various samples of different goods and testing their quality.

4. Encouraging consumers to protest against exploitative and unfair trade practices of sellers.

5. Providing legal assistance to consumers by way of providing aid, legal advice, etc.

6. Filing complaints in appropriate consumer courts on behalf of the consumers.

7. Encouraging consumers to boycott defective goods.

8. Encouraging the consumers to purchase consumer friendly products.

9. Taking an initiative in ling cases in consumer courts in the interest of the general public.

Responsibility

• Many consumers do not take the bill for the products purchased. They either forget or do not care, or avoid the bill to get hidden benefits.
• When the consumer does not take bills, the seller may not show the sales proceedings in his book of accounts. Similarly, the consumer too will not show the expense in his accounts.
• The purchase and sale of products come with a host of government taxes both for the buyer as well as seller. By not issuing the bills, both the buyer and the seller escape from paying the tax.
• The tax money that the government gets is in fact put back into economy by means of raising and maintaining infrastructure in the nation. The money is also put in various projects for the development of the nation which then generates employment and keep the economy running and growing. So, directly or indirectly, the money benefits the individual too.
• Thus, insistence upon bill of a product is not an individual benefit but also of the whole nation.

Bill plays the core role during complain redressal. If the consumer wants to complain to the Consumer Protection Forum for some faulty product, it is mandatory to submit the proof of purchase in the form of a bill.

The act of promoting consumer protection at large is known as consumerism.

Consumer organizations and NGOs perform several functions for the protection and promotion of the interest of consumers. In India, these associations are performing lots of functions.

some of them are as given below.

1. Educating the general public about consumer rights by organizing training programs, seminars, and workshops.

2. Publishing periodicals and other publications to impart knowledge about consumer problems, legal reporting, reliefs available and other matters of interest. 

3. Carrying out comparative testing of consumer products in accredited laboratories to test relative qualities of competing brands and publishing the test results for the benefit of consumers. 

4. Encouraging consumers to strongly protest and take an action against unscrupulous, exploitation and unfair trade practices of sellers. 

5. Providing legal assistance to consumers by providing aid, legal advice etc in seeking a legal remedy. 

6. Filing complaints inappropriate consumer courts on behalf of the consumers. 

7. Taking an Initiative in filing cases in consumer court in the interest of the general public, not for any individual.

(i) Educating the general public about consumer rights by organizing programs etc. 

(ii) Providing legal assistance to consumers by way of providing aid, legal advice etc. 

(iv) Filing complaints in appropriate Consumer Courts on behalf of the consumers.

These non-government consumer organisations perform the following functions:

i. Accelerating Consumer Awareness/Educating Consumers: The first priority of consumer organisation is to accelerate consumer awareness towards their rights. To accomplish this task following efforts are made:

a. To publish brochures, journals and monographs.

b. To arrange conferences, seminars and workshops.

ii. Collecting Data on Different Products and Testing them: These organisations collect samples of different products from time to time and test them. After that the results of tests are declared to public. In this way, these organisations provide prior information to consumers about the authenticity of product and protects them.

iii. Filing Suit on behalf of Consumers: Whenever a consumer fails to raise his voice of protection regarding his complaints, these consumers’ organisations come to his rescue and file a case in the court. They also run voluntary complaint centres for the guidance of consumers.

Functions performed by non-governmental organisations for consumer protection are:

(i) Educating the general public about consumer rights.

(ii) Publishing periodicals and other publications.

(iii) Carrying out comparative testing of consumer products.

(iv) Encouraging consumers to strongly protest and take action against unscrupulous, exploitative and unfair trade practices of sellers.

(v) Providing legal assistance to consumers.

(vi) Filing complaints in appropriate consumer courts on behalf of the consumers.

(vii) Taking initiative in filing cases in consumer courts in the interest of the general pubic.

A complaint can be made by 

• Any consumer. 
• Any registered consumer’s Association. 
• The Central Government or any State Government. 
• One or more consumers, on behalf of numerous consumers having the same interest. 
• A legal heir or representative of a deceased consumer.

Under the Consumer Protection Act, 1986, the following can file a complaint:

(i) A consumer.

(ii) Any voluntary consumer association registered under the Companies Act, 1956 or any other law. for the time being enforced.

(iii) The Central Government.

(iv) Any State Government.

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

If the court gives the judgment in the favour of the consumer, it can give one or more reliefs listed below to the consumer:

• The court can direct to remove the defects existing in the product or the service.
• It can direct to refund the money for the defects in the product or the service.
• It can order to exchange defective product with the new (fresh) product.
• If due to the negligence on part of the seller the consumer has to suffer any loss or injury, he can be compensated for the same.
• The court can also penalize the seller.
• The court can order to stop unfair and prohibitive business practices and also order not to repeat such activities in future.
• Production and sales of harmful products can be stopped.
• If products already present in market are found harmful, they can be banned.
• If defective product or deficiency in service is found, at least 5% of amount of total sales should be ordered to deposit in Consumer Protection Fund or to any institution or person working with the objective of utilizing the amount for a specific purpose.
• It can direct to remove misleading advertisements and introduce improvised advertisements.
• It can order to make reasonable payment to the affected party (consumer) by way of compensation.

If the Consumer Court is satisfied with the genuineness of the complaint, it can issue one or more of the following directions to the aggrieved party as reliefs:

(i) To remove the defect in goods or the deficiency in service.

(ii) To replace the defective product with a new one, free from any defect.

(iii) To refund the price paid for the product.

(iv) To pay punitive damages in appropriate circumstances.

(v) To pay adequate costs to the appropriate party.

a. Removal of Defects.

b. Replacement of Goods.

c. Refund of Price.

d. Award of Compensation.

e. Removal of Deficiency in Service.

f. Discontinuance of Unfair/Restrictive Trade Practice.

Under this Act, remedies available to consumers are as follows:

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 nondefective 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.

Reliefs available to a consumer under the provisions of Consumer Protection Act, 1986.

(i) To remove the defect in goods or the deficiency in service.

(ii) To replace the defective product with a new one, free from any defect.

(iii) To refund the price paid for the product.

(iv) To pay a reasonable amount of compensation for any loss or injury suffered by the consumer due to negligence of the opposite party.

(v) To pay punitive damages in appropriate circumstances.

(vi) To discontinue the unfair/restrictive trade practice and not to repeat the same in future.

(vii) Not to offer hazardous goods for sale.

(viii) To withdraw hazardous goods from sale.

(ix) To cease manufacturing of hazardous goods.

(x) To pay any amount (not less than 5% of the value of the defective goods to be credited to the Consumer Welfare Fund or any other organisation/person, to be utilized in the prescribed manner)

(xi) To issue corrective advertisement to neutralize the effect of misleading advertisement.

Reliefs available to a consumer under the provisions of Consumer Protection Act, 1986.

(i) To remove the defect in goods or the deficiency in service.

(ii) To replace the defective product with a new one, free from any defect.

(iii) To refund the price paid for the product.

(iv) To pay a reasonable amount of compensation for any loss or injury suffered by the consumer due to negligence of the opposite party.

(v) To pay punitive damages in appropriate circumstances.

(vi) To discontinue the unfair/restrictive trade practice and not to repeat the same in future.

(vii) Not to offer hazardous goods for sale.

(viii) To withdraw hazardous goods from sale.

(ix) To cease manufacturing of hazardous goods.

(x) To pay any amount (not less than 5% of the value of the defective goods to be credited to the Consumer Welfare Fund or any other organisation/person, to be utilized in the prescribed manner)

(xi) To issue corrective advertisement to neutralize the effect of misleading advertisement.

Under the Consumer Protection Act 1986, there is a three-tier quasi-judicial consumer disputes redressal machinery for solving the complaints of the consumers. 

Explanation: 

Under the Consumer Protection 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. This machinery works at the district, state and national levels. The prime motive of this three-tier machinery is to protect consumer interests against various forms of exploitation such as sale of defective goods, improper services and unfair trade practices.

Reliefs available to a consumer under the provisions of Consumer Protection Act, 1986.

(i) To remove the defect in goods or the deficiency in service.

(ii) To replace the defective product with a new one, free from any defect.

(iii) To refund the price paid for the product. 

(iv) To pay a reasonable amount of compensation for any loss or injury suffered by the consumer due to negligence of the opposite party.

(v) To pay punitive damages in appropriate circumstances.

(vi) To discontinue the unfair/restrictive trade practice and not to repeat the same in future.

(vii) Not to offer hazardous goods for sale.

(viii) To withdraw hazardous goods from sale.

(ix) To cease manufacturing of hazardous goods.

(x) To pay any amount (not less than 5% of the value of the defective goods to be credited to the Consumer Welfare Fund or any other organisation/person, to be utilized in the prescribed manner)

(xi) To issue corrective advertisement to neutralize the effect of misleading advertisement.

For the redressal of consumer grievances, the Consumer Protection Act provides for setting up of a three-tier enforcement machinery at the District, State and the National levels.

1. District Forum: A complaint can be made to the appropriate District Forum when the value of goods or services, along with the compensation claimed, does not exceed Rs 20 lakhs. In case the aggrieved party is not satisfied with the order of the District Forum. They can appeal before the State Commission within 30 days.

2. State Commission : A complaint can be made to the appropriate State Commission when the value of the goods or services, along with the compensation claimed, exceeds Rs 20 lakhs but does not exceed Rs 1 crore. The appeals against the orders of District Forum can also be filed before the State Commission. In case the party is not satisfied with the order of the State Commission. They can appeal before the National Commission within 30 days of the passing of the order by State Commission.

3. National Commission : A complaint can be made to the National Commission when the value of the goods or services, along with the compensation claimed exceeds Rs 1 crore. The appeals against the orders of a State Commission can also be filed before the National Commission. An order passed by the National Commission in a matter of its original justification is appealable before the Supreme Court. This means that only those appeals, where the value of goods + services in question, along with the compensation claimed, exceeded Rs 1 crore and where the aggrieved party was not satisfied with the order of the National Commission, can be taken to the Supreme Court of India.

Right to be Informed:

(i) The consumer has a right to have complete information about the product he intends to buy such as ingredients, date of manufacturing, price, quantity, etc.

(ii) It is because of this reason that the legal framework in India requires the manufacturers to provide such information on the package and label of the product.  

Right to Seek Redressal:

(i) The consumer has a right to get relief in case the product or service falls short of his expectations.

(ii) The Consumer Protection Act provides relief to customers such as replacement of product, removal of defect in the product, compensation for any loss or injury suffered by the consumer.

Correct option is (A) LokAdalat

Correct option is (B) Basic needs

i. (c) 1986

ii. (a) District Judge

iii. (a) consumer

iv. (b) National Commission

v. (b) Lok Adalat

• Consumer Protection Act, 1986 is an Act of the Parliament of India enacted in 1986 to protect the interests of the consumers in India. Of the various measures adopted for consumer protection, Consumer Protection Act is the . , most important one.
• This Act protects consumers from defective products, services, irrelevant business policies and cheating.
• Under the aegis of this Act and Indian legal system, a three level (tier) complain redressal system has been set up. The three tier includes complainredressal at:
  (a) District level,
  (b) State level and
  (C) National level.
• Consumers who feel cheated can complain at courts set-up at these three levels and obtain quick solution that too at very less expense.
• The Consumer Protection Forum which has been set up under the direction of Consumer Protection Law, encourages and protects the rights of consumers.

The Act has given several rights and responsibilities to the consumer.
They are:

(A) Rights:

• Safety
• Information
• Choice
• Representation
• Redressal
• Consumer education

(B) Responsibilities:

• Conscious use of the Rights
• Beware of the misleading advertisements
• Care during purchase
• Solicit for a bill
• Solicit a high quality
• Registration of genuine complaints
• Spread of consumerism
• Environmental protection
• Not to involve in unethical activities

Correct option is (D) Gandhiji

Correct option is (C) 1986

Consumer service and grievance cells are established to handle the problems of their consumers.

We provide the basic fundamentals of the subject in Class 11 and then move on to an advanced degree of concepts in Class 12. The business studies topics are related to our practical life and dealt with in an easy way for understanding. Our teachers have prepared these objective-based questions based on the Class 12 Business Studies MCQ Questions of Consumer Protection with Answers which can come in the upcoming class 12 Business Studies examinations.

As students would have to learn the basics about the subject in class 12, this curriculum for class 12 is a comprehensive study material, which explains the concepts in a great way. Students can expect more MCQ Questions to be asked in your class 12 Business Studies class tests and exams. It is important for Class 12 Business Studies students to practice a lot of MCQ Questions so that they can understand how to solve such types of questions.

1. Rights of consumer are protected under ___________

(a) Consumer protection 1986

(b) Consumer protection 1990

(c) Consumer protection 1982

(d) Consumer protection 1991

2. The consumer has the right to get compensation against unfair trade practices under right to

(a) Right to choose

(b) Right to seek redressal

(c) Right to safety

(d) Right to safety

3. Which of the following are the ways and means of consumer protection?

(a) Self-regulation by the business

(b) Business associations

(c) Government

(d) All of the above

4. ______ is the standardized mark on jewellery

(a) ISI

(b) FPO

(c) Hallmark

(d) CERC

5. _______ are made to hear complaints of the value less than 5 lakhs.

(a) Consumer forum at district level

(b) State commission

(c) National commission

(d) None of the above

6. Which of the following is not an organization working for consumer protection?

(a) Consumer VOICE

(b) Consumer forum

(c) The bureau of Indian standard

(d) Consumer utility & trust society

7. In case a consumer is not satisfied with the order passed in the State Commission, he can further make an appeal in the National Commission within a time period of _____.

(a) 10 days

(b) 20 days

(c) 30 days

(d) 45 days

8. Which of the following functions are carried out by the consumer organisations?

(a) Publishing periodicals to impart knowledge about consumer issues

(b) Providing legal assistance to consumers

(c) Filing complaints in appropriate consumer courts on behalf of the consumers

(d) All of the above

9. Which of the following statements is not true with regard to the National Commission?

(a) It consists of a President and at least five other members, one of whom should be a woman

(b) The members are appointed by the Central Government

(c) A complaint can be made to the National Commission when the value of the goods or services in question, along with the compensation claimed, exceeds ₹1 crore

(d) Where the aggrieved party was not satisfied with the order of the National Commission, the case can be taken to the Supreme Court of India

10. Which of the following statements is not true with regard to the District Forum?

(a) It consists of a President and three other members, one of whom should be a woman

(b) The members are appointed by the District Government

(c) A complaint can be made to the appropriate District Forum when the value of the goods or services in question, along with the compensation claimed, does not exceed 10 lakhs

(d) All of the above

11. Which of the following statements is true with regard to the State Commission?

(a) It consists of a President and not less than two other members, one of whom should be a woman

(b) The members are appointed by the State Government concerned

(c) A complaint can be made to the appropriate State Commission when the value of the goods or services in question, along with the compensation claimed, exceeds ₹20 lakhs but does not exceed ₹1 crore

(d) All of the above

12. In case an aggrieved consumer is not satisfied with the decision of the National Commission, he can make a further appeal in _____.

(a) State Commission

(b) District Forum

(c) Supreme Court of India

(d) All of the above

13. Where can the aggrieved party appeal further in case he is not satisfied with the order of the District Forum?

(a) National Commission

(b) State Commission

(c) Supreme Court of India

(d) All of the above

 14. In case an aggrieved consumer is not satisfied with the decision of the State Commission, he can make a further appeal in _____.

(a) National Commission

(b) District Forum

(c) Supreme Court of India

(d) All of the above

15. Which of the following types of cases are filed in the State Commission?

(a) When the value of the goods or services in question, along with the compensation claimed, exceeds ₹20 lakhs but does not exceed ₹1 crore

(b) When the value of the goods or services in question, along with the compensation claimed, exceeds ₹20 lakhs but does not exceed ₹2 crore

(c) When the value of the goods or services in question, along with the compensation claimed, exceeds ₹40 lakhs but does not exceed ₹1 crore

(d) None of the above

16. In developing countries like India the number of consumer ogranisations are vey less. This
is related to which importance of consumer protection.

(a) Widespread exploitation of consumers

(b) Consumer ignorance

(c) Unorganised consumer

(d) None of the above

17. Compensation claimed in a complaint made to the State Commission must not exceed:

(a) ₹ 50 Lakh

(B) ₹ 75 Lakh

(c) ₹ 1 Crore

(d) ₹ 1.5 Crore

18. “Jago Grahak’ advertisement is highligting which consumer right:

a) Right to safety

b) Right to consumer education

c) Right to information

d) Right to be heard

19. While purchasing gold Jewellary which mark one should look for

a) Hall mark

b) ECO mark

c) ISI mark

d) All of the above

20. Which of the following statement is correct?

(a) District Forum consists of a president and three other members

(b) State Commission consists of one President and at least two other members

(c) National Commission consists of a President and at least five other members

(d) Order passed by the National Commission in a matter of its original jurisdiction is appealable before the Supreme Court.

Answer:

1. Answer (a) Consumer protection 1986

2. Answer (b) Right to seek redressal

3. Answer (d) All of the above

4. Answer (c) Hallmark

5. Answer (a) Consumer forum at district level

6. Answer (b) Consumer forum

7. Answer (c) 30 days

8. Answer (d) All of the above

9. Answer (a) It consists of a President and at least five other members, one of whom should be a woman

10. Answer (d) All of the above

11. Answer (d) All of the above

12. Answer (c) Supreme Court of India

13. Answer (b) State Commission

14. Answer (a) National Commission

15. Answer (a) When the value of the goods or services in question, along with the compensation claimed, exceeds ₹20 lakhs but does not exceed ₹1 crore

16. Answer (c) Unorganised consumer

17. Answer (c) ₹ 1 Crore

18. Answer (b) Right to consumer education

19. Answer (a) Hall mark

20. Answer (b) State Commission consists of one President and at least two other members

(d) Order passed by the National Commission in a matter of its original jurisdiction is  appealable before the Supreme Court.

A consumer is the final user of goods or services produced in an economy. He may be an individual, a household or even a group within an economy. In other words, consumers are all individuals who use goods with the approval of the seller. 

i. Right to Safety - Every consumer has the right to be safeguarded against goods and services that are hazardous to his/her life, health and property. For example, manufacturing defects in electrical appliances and cooking gas cylinders can be injurious. Thus, consumers have the right to be protected against such products. 

ii. Right to be Informed - A consumer has the right to be informed about the quality, quantity, price, ingredients, weight, etc., of goods and services. In India, it is legally mandatory for manufactures to provide all such information on the package and label of goods. This also helps the consumer to make a wise choice. 

iii. Right to Choose - A consumer has the right to choose from a variety of goods and services at competitive prices. In other words, a consumer has the right to have access to a variety of products at fair and competitive prices. Thus, retailers or suppliers should offer a variety of products to their customers. They should not induce their customers to purchase a particular product or service. 

iv. Right to be Heard - In case of any grievance or dissatisfaction, a consumer has the right to file a complaint. A consumer can file a legal complaint and seek redressal against any form of exploitation in appropriate forums established by the government. Nowadays, many consumer organisations and associations also work in this direction. 

v. Right to Seek Redressal - A consumer has the right to seek redressal and compensation in case of any exploitation. The Consumer Protection Act provides for compensation in the form of replacement of product, cash back, repair/removal of defects, etc. 

vi. Right to Consumer Education - A consumer has the right to be educated and aware of his rights and available remedies in case of exploitation. Many government and non-governmental organisations work actively in this regard.

1. District Forum 

2. State Commission 

3. National Commission

The District Level Forums or District Consumer Disputes Redressal Forum (DCDRF) are the lowest level or the primary level forum for solving the consumer complains. Government has set-up this forum in every district.

District Consumer Disputes Redressal Forum (DCDRF)

(a) The consumers may not be aware of the rights and reliefs available to them 

(b) Right to consumer education: A consumer has a right to acquire knowledge and to be well informed consumer. He should be aware of his rights and reliefs in case a product falls short of his expectations. 

(c) (i) Honesty (ii) Respect towards consumers.

Right to Safety

(a) Right to safety 

(b) ISI mark 

(c) Right to be informed : The consumer has a right to have a complete information about the product he intends to buy including its ingredients, date of manufacture, price, quantity etc. 

(d) Responsibility. 

Functions of an NGO (Consumer Organisation):

i. Educating the villagers/general public about consumer rights by organising training programmes, seminars and workshops.

ii. Publishing periodicals and other publications to impart knowledge about consumer problems, reliefs available and other matters of interest.

iii. Carrying out comparative testing of consumer products in accredited laboratories to test relative qualities of competing brands and publishing the test results for the benefit of consumers.

iv. Encouraging consumers to strongly protest and take an action against exploitative and unfair trade practices of sellers.

v. Providing legal assistance to consumers by way of providing aid, legal advice etc, in seeking legal remedy.

vi. Filing complaints in consumer courts on behalf of consumers.

The ways and means of consumer protection are stated as follows:

1. Lok Adalat (People’s Court) 

2. Public Interest Litigation (Janhit Yachika) 

3. Redresssl Forums 

4. Awareness Programmes 

5. Consumer Organisations 

6. Consumer Welfare Fund 

7. Legislative Measures

1. Lok Adalat : Lok Adalat, i.e. People’s Court is established by the government to settle the disputes by compromise. It is the effective and economical system for quick redressal of public complaints and grievances. In this system the aggrieved party can directly approach the Lok Adalat with his complaint. In Lok Adalat, issues are discussed immediately and decisions are taken without delay. The order passed by the Lok Adalat is given statutory recognition. In public sector, some organisations such as Railways, Maharashtra State Electricity Distribution Co. Ltd (MSEDCL). Maharashtra State Road Transport Corporation (MSRTC), Insurance Companies, Banks, etc. regularly hold Lok Adalat to resolve consumer’s problems through compromise.

2. Public Interest Litigation (Janahit Yachika) : As name indicates it is a legal action initiated in a court of law in regard to a matter of general public interest. Under this, any person can approach a court of law in the interest of the public and ask for justice. It does not involve individual interest but interest of unrepresented groups of the society. After studying and verifying the case, the court gives justice which will benefit the specific group of society or entire society. It can be filed by any party which may not be related to grievance. In some cases Janahit Yachika can be filed in the High Court as well as in Supreme Court directly.

3. Redressal Forums : Under the Consumer Protection Act, 2019, Consumer Dispute Redressal agencies have been established by the Government to protect the rights of consumers and to offer speedy and inexpensive redressal for their complaints. These agencies are District Commission at district level. State Commission at state level and National Commission at national level. Any aggrieved consumer or association of consumers can file a complaint with respective commission depending on the value of goods and amount of claim for compensation.

4. Awareness Programmes : The Government of India has initiated various publicity measures such as use of journals, brochures, booklets and various posters depicting the rights and responsibilities of consumers redressal machineries, i.e. consumer courts, observation of International (World) Consumer Rights Day on 15th March and National Consumer Day on 24th December every year to create awareness among the consumers about their rights and responsibilities. Various consumer related programmes are also telecast on various TV channels and broadcasted on radio, FM channels and social media to create awareness among the consumers.

5. Consumer Organisations : Many consumer organisations such as Consumer Guidance Society of India, Grahak Panchayat, Grahak Shakti, Consumers’ Association, etc., are active throughout India to fight for consumers’ rights through protest, campaigning, lobbying, etc. Consumer movement is also well active in India and helps individuals to get quick and adequate compensation and justice for their grievances. It is also necessary to strengthen consumer movement throughout India.

6. Consumer Welfare Fund (CWF) : This fund is created by the Department of Consumer Affairs for providing financial help to voluntary consumer movement specially in rural areas. This financial assistance is used for training and research in consumer education, complaint handling, counselling and guidance mechanism, product testing labs, etc.

7. Legislative Measures : The Government of India has passed several acts such as Sale of Goods Act, 1930; Essential Commodities Act, 1955; the Standards of Weights and Measures Act, 1956; Bureau of Indian Standards Act, 1969; Food Safety and Standards Act, 2006; National Food Security Act, 2013, etc. to protect the interest of consumers from unethical practices of businessmen.

However, these laws could not protect the consumers as such and therefore the Government of India has passed a powerful Act known as Consumer Protection Act, 2019 to protect the interest of consumers.

Main means of consumer protection are as under:

i. Self Regulation by Business: Every firm insists to have a strong consumer base which means that more and still more people should buy their products. This is possible only when the consumers are fully satisfied with the products of the firm. With this purpose in view the firms ban all types of undesirable activities that can be harmful to the consumers. In addition to this, consumer service and a grievance cell is also established to handle consumers’ problems. In this way, business regulates itself and acts to protect consumers’ interests.

ii. Business Associations: Business associations prepare a code of conduct for businessmen. It is laid down in the code of conduct as to how businessmen are expected to behave with the consumers. For example, the Federation of Indian Chambers of Commerce and Industries (FICCI) and the Confederation of Indian Industries (CII) have proposed their code of conduct which govern the attitude of their members towards consumers.

iii. Consumer Awareness: As an important means of consumer protection, consumer should protect himself. He should be alert in the matter of his rights. Alert consumer alone can demand his rights from the sellers. Thus, the consumer himself must know his rights and raise voice against unfair practices of the sellers.

iv. Government: Interests of the Consumers are protected by the government by enacting various legislations. Consumer Protection Act, 1986 is an important legislation by the government to provide protection to the affected consumers. Under the provisions of the Act, Consumer Protection Councils have been set up by the Central and State Governments for the protection of the rights of consumers. On the recommendation of the amendment of the Consumer Protection Act, 2000 these councils are also to be constituted at district level by the State Governments. Under the Act, there is a provision of Three-tier Judicial Machinery to redress the grievances of the consumers in a simple, speedy and inexpensive way; namely,

A. District Forum at district level.

B. State Commission at state level.

C. National Commission at national level.

i. Citizen Action Group, Mumbai

ii. Common Cause, Delhi.

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.

(5) Beware from exaggerated advertisement: The sellers always provide various information of the products or services through advertisements to buyers. Many a time they exaggerate the facts in their advertisements. It is the responsibility of the consumers to find out or identify the truth of advertisement and then buy the products, or services.

(6) Demand of Invoice and Guarantee, Warranty Card : After purchasing the products, the consumer should ask for cash memo, guarantee or warranty card. The consumer should read and understand the contents of guarantee or warranty card. He should preserve the cash memo and guarantee or warranty card. If the products purchased are of inferior quality or become defective these cards are useful to settle the disputes and claim compensation or replacement of articles.

(7) Pre-planned buying : It is the responsibility of the consumer to make proper planning before buying any product. He should make an estimate of products they want to buy and quantity required, money to spend, etc. He should also decide in advance from which place to buy the products. He should not buy any product in a hurry or without thought.

(8) Organised efforts : The consumer is expected to shoulder the responsibility to promote and protect the interests of his own and other consumers. He should join the group or organisation which is working for the welfare of consumers. It is the responsibility of every consumer to unite for the welfare of all the consumers.

i. Consumer must exercise his/her rights.

ii. Filing complaint for the redressal of genuine grievances.

Under this right, the consumer can file a complaint against all those things which are prejudicial to his interest.

It means that a consumer has the right that he should be provided all the information on the basis of which he decides to buy goods or services.

It means that consumer has the full right to buy any goods or services available in the market.

It refers to the steps taken to protect the consumer against the unfair practices of the producers and the sellers.

Its purpose is to protect the consumers against the unfair practices of the producers and sellers.