Consumer Protection

Consumer movement is a socioeconomic movement which seeks to protect the rights of consumers in relation to the goods purchased and services availed. Government has been according high priority to protect the consumer interests better. The Department of Consumer Affairs, has initiated a number of steps to promote a responsible and responsive consumer movement in the country. Such measures include the use of multimedia publicity campaign for promoting consumer awareness and encouraging consumers involvement through efforts of Government and Non-Governmental Organizations and others. The main objectives of the consumer protection programme are:(i) To create suitable administrative and legal mechanisms which would be within the easy reach of consumers and to interact with both, Government and non-Governmental Organizations to promote and protect the welfare of the consumers. (ii) To involve and motivate various sections of society including consumer organizations, women and youth to participate in the Programme. (iii) To generate awareness among consumers about their rights and responsibilities, motivate them to assert their rights so as not to compromise on the quality and standards of goods and services and to seek redressal of their disputes in consumer fora, if required.

The Consumer Protection Act, 1986

One of the most important milestones in the area of consumer protection/consumer movement in the country has been the enactment of Consumer Protection Act, 1986. This Act was enacted to better protect the interests of Consumer by creating an alternative disputes resolution mechanism exclusively for consumers. It is one of the most progressive and comprehensive piece of legislations creating an exclusive three-tier quasi judicial consumer dispute redressal machinery at the national, state and district levels. As on date, 627 District Fora, 35 State Commissions and the National Commission have been established in the country.

Salient features of the Act are as under:

a) The Act enshrines six rights of consumers namely, Right to Safety; Right to be informed; Right to choose; Right to be heard; Right to seek redressal & Right to consumer education. b) The provisions of the Act are in addition to and not in derogation of the provisions of any other law for the time being in force. c) It is an umbrella legislation covering goods & services, but excluding transactions not involving consumers from the purview of the Act. d) A consumer can seek redressal against any manufacturer, trader of goods and service provider, so long as the goods purchased or service availed of was for a consideration. e) The Act provides for simple, inexpensive and timely redressal of consumer complaints. f) The provisions of the Act are not only compensatory in nature but also preventive and punitive in character.

g) The Act provides for establishing three-tier consumer dispute redressal machinery at the national, state and district levels commonly known as National Commission, State Commission and District Forum respectively. h) The Act also provides for setting up of Consumer Protection Councils at the Central, State and District level, which are advisory bodies to promote and protect the rights of the consumers. As per the latest reports made available by the National Commission the average percentage disposal of cases in all three levels of Consumers Fora in the country is an impressive 89%. 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, are given below:-

Source of Data Annual Report 2011-2011, Ministry of Consumer Affairs Food & Public Distribution PUBLICITY CAMPAIGN FOR CREATING CONSUMER AWARENESS An enlightened consumer is an empowered consumer. An aware consumer not only protects himself from exploitation but induces efficiency, transparency and accountability in the entire manufacturing and services sector. Realising the importance of consumer awareness, Government has accorded top priority to Consumer Education, Consumer Protection and Consumer Awareness. Consumer Awareness Scheme in the XI Plan The slogan Jago Grahak Jago has now become a household name as a result of publicity campaign undertaken in the last 3 years. Through the increased thrust on consumer awareness in the XI Five Year Plan, the Government has endeavoured to inform the common man of his rights as a consumer. As part of the consumer awareness scheme, the rural and remote areas have been given top priority. In a big country like India, given the scenario of economic disparity and level of education and ignorance, educating the consumers remains a gigantic task. Government has taken up number of activities and schemes in creating consumer awareness in the country as part of this Consumer Awareness Scheme. FINDINGS OF IMPACT STUDY ON PUBLICITY CAMPAIGN

Planning Commission has time and again stressed on the need to undertake evaluation and monitoring studies on the publicity campaign undertaken by the Department. To ensure meeting this objective various steps have been taken as underlined. (a) Monitoring by the Multi-Media Committee Regular meetings of the Multi-Media Committee are organised, which analysis the various proposals relating to consumer awareness. The Committee has representation of Ministry of Information and Broadcasting, DAVP, Doordarshan, All India Radio and VCOs to suggest the various mechanisms for undertaking publicity campaign for consumer awareness. (b) Feedback from NCH Suitable note is kept of the feed-back that is received through National Consumer Helpline and suitable adjustments are made in the publicity plan keeping in view the same. (c) Findings of IIMC Survey A comprehensive IIMC survey was undertaken that covered 12 States and 144 districts in the country. The survey has come out with an encouraging picture regarding the impact of the publicity campaign carried out by Department of Consumer Affairs. The survey brought out the fact that electronic media emerged as a referred source of information by respondents both in the urban and rural areas. The survey has brought out that about 62.56% respondents from both rural and urban areas were found to be aware of the publicity campaign run by the Department. Findings of the IIMC survey have been duly considered and incorporated while finalising the Media Plan for undertaking consumer awareness activities. (d) Concurrent Evaluation of the Plan Scheme - To assess the effectiveness of the campaign, a concurrent evaluation has also been undertaken. Under this evaluation questionnaires were sent to more than 12,000 persons on various aspects of the Jago Grahak Jago campaign. The survey had brought out that more than 73% respondents had confirmed the efficacy and effectiveness of Jago Grahak Jago campaign. More than half the respondents confirmed that they had started checking in various provisions relating to Weights & Measures, MRP, receipts for purchase etc on account of the message received through this campaign.

ONGOING Promotion ACTIVITIES:

Through Print Medium - Newspapers: Advertisements have been released through DAVP in national dailies as well as regional newspapers in local languages in accordance with the new advertisement policy of the DAVP. Each advertisement has been released through a network of more than 400 newspapers throughout the length and breadth of the country. The publicity campaign focused the issues that are directly relevant to the role of the Department such as ISI, Hallmark, labelling, MRP, weights and measures etc. Simultaneously, a major initiative has been taken wherein issues that have come into focus on account of new emerging areas such as telecom, real estate, credit cards, financial products, pharmaceuticals, Insurance, travel services, medicines etc. have been taken through the print advertisement either through joint campaigns with these departments or after joint consultations with these departments.

Through Electronic Medium:

The Department has got produced video spots of 30 seconds duration on various consumer related issues such as Short Measurement of petrol, Grievance Redressal system, MRP, ISI and Hall-Mark, Financial Literacy, Medicines, Travel Services, Education, Consumer Protection Act, Agmark, Food Adulteration, Food Safety etc., which are being telecast through Doordarshan and Satellite channels such as Sony, Star Plus, Zee News, Star News, Doordarshan National Network, Kalyani programme of DD-I, Krishi Darshan, regional channels, sun network, ETV Network, ZEE TV network, Discovery, Entertainment and other private popular satellite channels. Special programmes have been telecast on Lok Sabha TV also to highlight the issues relating to consumer awareness. Issues pertaining to rural and remote areas have been given prominence in the various advertisement spots. MEGHDOOT POSTCARDS: The Department in consultation with Department of Post has disseminated consumer awareness messages through Meghdoot Post cards to reach far-flung rural areas including North East States. The Department has entered into a tie with Department of Post under which posters carrying messages pertaining to consumer awareness have been displayed in 1.55 lakh Post Offices in the country. The Department also used the vast network of Post Offices in the country through display of posters carrying messages on consumer awareness through the network of more than 25,000 urban post offices.

PRINTED LITERATURE: The Department has printed a folder entitled Jago Grahak Jago containing the salient features of Consumer Protection Act 1986, provisions of Weights and Measures Act, information about standardisation such as ISI, Hallmarking, Education Services etc. for distribution during various events such as IITF, Nukkad Nataks and also through the State Governments at grass root level. The publicity material relating to consumer awareness has also been translated in regional languages and is being disseminated to various State Governments. NUKKAD NATAK CONTEST ON CONSUMER ISSUES A Nukkad Natak competition for consumer awareness was organised in Delhi, in which colleges under University of Delhi and some colleges from the National Capital Region (NCR) participated. The Nukkad Natak Contest was organised during the India-International Trade Fair in Pragati Maidan, New Delhi on 27th November, 2010 and 16 teams were shortlisted for the finals. The three winning teams were awarded cash prizes, whereas all the participating teams were given gift hampers. The event evoked tremendous students interest and there was active participation of the students. POSTER COMPETITION AMONGST STUDENTS The Poster Competition on Consumer issues was orgainsed through the schools and colleges in Delhi and NCR. The competition for college students was organised in the Miranda House College of Delhi University. And Kamla Nehru College. The Competition amongst students was organised in the Sanskriti School in the National Capital. The top 3 winners

were given prizes and all the participants were given certificates to encourage students to take active interest in the Consumer issues. NATIONAL CONSUMER HELPLINE : The Department has launched National Help Line and the Toll Free Number 1800-11-4000 which is being operated by Delhi University for counselling the Consumers to redress their grievances. The timing of toll free number facility is available to consumers from 9-30 A.M. to 5-30 P.M. on all the working days (MondaySaturday) and 011-27662955-58 (Normal Call Charges apply). Through the various advertisements pertaining to Department of Consumer Awareness adequate publicity has been given to National Helpline so that the affected consumers could seek guidelines/counselling through the national helpline. CORE CENTRE: The Department has launched on 15-3-2005 Consumer on Line Resources and Empowerment (CORE) Centre web site www.core.nic.in for consumer advocacy and online redressal of consumer grievances. Through the various advertisements relating to consumer awareness, adequate publicity is being given to the activities of CORE and its website so that interested consumers could take the help of online counselling/guidance being provided through the CORE Centre. PARTICIPATION IN INDIA INTERNATIONAL TRADE FAIR-2010 Exhibitions, Health Melas and Trade Fairs provide a good opportunity for showcasing the consumer awareness initiatives of the Department. The Department participated in the IndiaInternational Trade Fair organised in New Delhi from 14th to 27th November, 2010. Lakhs of visitors visited the Jago Grahak Jago stall during the Trade Fair. Publicity brochures containing information about Consumer Fora, National Consumer Helpline, Grievance Redressal Mechanism and sector specific information such as on real estate, telecom, financial products etc. was distributed free of cost to the visitors during the Trade Fair. The response to our stall was very encouraging and more than 1000 entries were recorded in the visitors register that was kept at the stall. The video advertisement spot as part of the Jago Grahak Jago campaign was also run continuously to spread awareness on consumer issues among the visitors to the stall. Representatives of National Consumer Helpline were also deputed to provide on-the-spot guidance to the visitors during the Trade Fair. JAGO GRAHAK JAGO EXHIBITION IN VELLORE, TAMIL NADU On a similar pattern the Department had also tried to reach out to areas in the southern part of the country and as part of this process an exhibition was organized in Voorhees College, Vellore, Tamil Nadu in October, 2010. Publicity material on consumer issues was distributed to the visitors during the exhibition. USE OF SPORTS EVENTS: In order to reach maximum number of consumers, the Department has telecast video spots containing consumer related information during the popular sports events particularly the Cricket Series where the audience interest in maximum.

JOINT PUBLICITY CAMPAIGN: In association with other Ministries such as Department of Chemical & Fertilizers, National Pharmaceuticals Product Authority (NPPA), Ministry of Civil Aviation, Food Safety Standards Authority of India, Department of Agriculture & Cooperation, Insurance Regulatory Development Authority (IRDA), Ministry of Urban Development, Ministry of Human Resources Development, Reserve Bank of India etc. Ministry of Health & Family Welfare, Department of Consumer Affairs has released various advertisements on the specific related consumer issues to educate consumers. Advertisements were released through print media as well as electronic media on the new emerging areas of consumer interest such as Real estate, Credit cards, Financial products Pharmaceuticals, Insurance, Food Safety, Agmark, Food Adulteration, Mediation etc. USE OF INTERNET TO GENERATE CONSUMER AWARENESS We are a young country with more than 70% population being under 35 years. The youngsters are using the internet in a big way for various purposes and also happen to be major consumers. Realizing this, a major initiative is being taken to spread consumer awareness through the internet medium. All the print advertisements of the Department are also uploaded on the website of the Ministry i.e. www.fcamin.nic.in. All the Audio Video spots are also being uploaded on the website of the Department. SPECIAL SCHEME ON ASSISTANCE TO STATE GOVERNMENTS/UTS : Considering the fact that active involvement of State Governments in awareness campaign is crucial in taking forward the movement to rural, remote and backward areas, it has been decided to associate the Stare/ UT Governments in expanding the area of consumer awareness. For the 11th Plan scheme of consumer awareness also the involvement of the States has been given prominence in spreading the message of consumer awareness. In fact, the effectiveness of the scheme to a great extent relies upon involvement of States/UTs/PRIs and hence the provision for grant in-aid/support to States/UTs should be a component of the Consumer awareness scheme. The Department of Consumer Affairs provided publicity material such as posters, audio, video, folders, calendars, and magazines etc. to the State Governments/ UTs for distribution through panchayats in the rural areas. Grant-in-Aid has been given to the States/UTs for carrying out consumer awareness activities in the local media using the local language and emphasis has been made on involving Panchayati Raj institutions in the consumer awareness campaign. PUBLICITY AROUND NATIONAL CONSUMER DAY Every year 24th of December is celebrated as National Consumer Day commemorating the coming into effect of the Consumer Protection Act, 1986. Department of Consumer Affairs is the nodal Central Govt. Department for protection of consumer rights and welfare. The theme for this years National Consumer day was Consumers: Discharge your Responsibilities, Assert your Rights. The final function to commemorate the National Consumer Day was organised in the national capital wherein Minister of State for Consumer Affairs Professor K.V. Thomas was the Chief Guest. Justice Shri Ashok Bhan, President, NCDRC delivered the key note address on this occasion. The three award winning teams of the Nukkad Natak

Contest gave their performances as part of the function. COLLABORATION WITH DEUTSCHE GESELLSCHAFT FUR TECHNISCHE ZUSAMMENARBEIT (GTZ) GMBH FOR TECHNICAL SUPPORT . The Department has collaborated with GTZ for providing technical support and developed by the Department of Consumer Affairs. Under the GTZ Project advertisement spots pertaining to electronic media on the areas of MRP and consumer awareness regarding unhealthy trade practices were got produced. Leading TV and Cinema personalities such as Reema Lagu and Tinu Anand were used as characters for these TV spots. Under this Indo-German technical cooperation the publicity material published by the Department has also been analysed and suggestions for new publicity materials have been identified. A Consumer Diary has also been brought out under this Project. JAGO GRAHAK JAGO RADIO SERIAL A new initiative has been undertaken this year wherein an interactive Radio Serial titled Jago Grahak Jago is being broadcast through All India Radio through its network of 187 Vividh Bharti Kendras and more than 22 FM stations. The programme is being broadcast on a biweekly basis and reaches out to all segments of society since the serial is being made in all the scheduled regional languages apart from Hindi and English.