Consumer Rights

What are the various ways by which consumers are exploited?

◦ Adulteration
◦ Overpricing
◦ Substandard Quality of Products (selling after expiry date, No ISI mark)
◦ Unsatisfactory after sale product services
◦ Reducing quantity of products
◦ Lack of choice
◦ Insufficient information

What causes exploitation of Consumers?

◦ Lack of awareness among consumers
◦ Too much competition in the market
◦ Lack of supplies, hence prices rise
◦ Low literacy levels

Consumer Protection Act 1986 (COPRA)

The rights provided can be classified as the following:- (KEY WORD: SICHER)

S I C H E R
Right Right Right Right to Right Right
toSafety toInformation toChoice be Heard toEducation toRedressal

Limitations of COPRA 1986

o Redressal is a time consuming process
o Most small retailers do not issue bills
o The existing law is not clear about the compensation to be
given to affected consumers
o In spite of enforcement, the laws are weak
o Rules and regulations are often not followed

Consumer Judiciary System

It is a 3-tier judiciary system divided as the following:-
o District Consumer Dispute Redressal Commision. It handles
cases that involve claims up to Rs.20 lakhs
o State Consumer Disputes Redressal Commission. It handles
cases that involve claims up to Rs.1 crore
o National Consumer Disputes Redressal Commision (located
in New Delhi). It handles cases with claims above Rs.1 crore

If an appeal is dismissed at the district court, one can approach the state level
commission and then the national level.

Consumer Protection Councils

They are private organisations whose aim is to take the consumer movement
forward.
Some of their functions are:-

1. Guiding consumers seeking redressal.

2. Representing individual consumers.
3. Creating awareness. (The govt. provides them financial help)

ISI & Agmark

• They are organisations which monitor and issue certificates which assure the
quality of the product and provide them with a logo of certification.
• It is mandatory for products concerning consumers' health and safety to be
certified.
• Eg. LPG cylinder, food colors, drinking water, cement,etc.

Notes:

There are more than 700 consumer societies, but only 20-25 are recognized
and organized.

Right to Information Act (RTI) - October 2005

The Bureau of Indian Standards (BIS) is the agency that develops standards
for goods and services

Consumers International is the global level institution of consumer welfare

organisations.
False appeals can be fined.

National Consumers Day - 24th December. It was on this that COPRA was
passed in 1986.