COMSUMER RIGHTS
The Consumers in the Marketplace
In the market both producers and consumers participate: As producers of goods and services, we could be working in any of the sectors such as agriculture, industry or service. Consumers participate in the market when they purchase goods and services that they need. These are the final goods that people use as consumers. The rules and regulations are required for the protection of the consumers in the marketplace.
Consumer Movement
In India, the consumer movement as a ‘social force’ originated with the necessity of protecting and promoting the interests of consumers against unethical and unfair trade practices. During 1960, Rampant food shortages, hoarding, black marketing, adulteration of food and edible oil gave birth to the consumer movement in an organized form in India. Till the 1970s, consumer organizations were largely engaged in writing articles and holding exhibitions. They formed consumer groups to look into the malpractices in ration shops and overcrowding in the road passenger transport. In 1986, a major step was taken by the government of India in the form of the Consumer Protection Act 1986. More recently, India witnessed an upsurge in the number of consumer groups.
Consumer Rights
Rights which are provided by law : – Right to safety: Consumers have the right to be protected against the marketing of goods and delivery of services that are hazardous to life and property. Producers need to strictly follow the required safety rules and regulations. There are many goods and services that we purchase that require special attention to safety. Right to be informed: Consumers have the right to be informed about the particulars of goods and services that they purchase. Consumers can then complain and ask for compensation or replacement if the product proves to be defective in any manner. Similarly, one can protest and complain if someone sells a good at more than the printed price on the packet. This is indicated by ‘MRP’ (Maximum Retail Price).
Right to choose: Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive the service. Right to be heard: Consumers have the right to be heard in case of a grievance. Right to seek redressal: Consumers have the right to seek redressal against unfair trade practices and exploitation. If any damage is done to a consumer, he or she has the right to get compensation depending on the degree of damage.
Right to represent in consumer courts: The consumer movement in India has led to the formation of various organizations locally known as consumer forums or consumer protection councils. They guide consumers on how to file cases in the consumer court. On many occasions, they also represent individual consumers in the consumer courts. These voluntary organizations also receive financial support from the government for creating awareness among people.
Taking the Consumers Movement Forward
Indian Parliament enacted the consumers protection act, on December 24, 1986. On the same day every year we celebrate National Consumers day. There are 20-25 well organized and recognized consumer groups in India out of 200 consumers groups. Aer the enactment of “Consumer Protection Act” in India consumer awareness is spreading but slowly. The consumer redressal process is becoming cumbersome, expensive and time consuming. Consumers are required to engage lawyers. In most purchases cash memos are not issued hence evidence is not easy to gather.
Consumer Protection Act
This Act (COPRA) 1986 tries to ensure: Information, safety, redressal, representation and consumer education. Under COPRA, a three tier quasi-judicial machinery at the district, state and national level helps in solving consumer disputes. The Consumer Movement with its different organizations helps in exerting pressure on business firms as well as the government to correct their conduct which may be against the interests of the consumers at large.
Right to Information Act, 2005: This act gives rights to the citizen to have information about the government departments, their policies practices and procedures. ISI Mark: A certification mark for industrial products in India developed by the Bureau of Indian Standards.
AGMARK: A certification mark employed on agricultural products in India by the directorate of Marketing and Inspection. Hallmark: An official mark struck on items made of precious metals like gold silver platinum etc.
Duties of consumers while shopping are: A consumer must check for a certification of quality such as ISI mark, Agmark or Hallmark. Consumers must ensure that they receive a valid bill or cash memo and warranty on purchase of items especially electronic goods such as TV, laptop, mobile phones etc.
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