Details — Consumer Rights

1. Consumer in the Marketplace

Consumers often weak; after purchase sellers say “go elsewhere.” Need rules/regulations.

Exploitation forms: weigh less; add undeclared charges; adulterated/defective goods; false media information. Large companies can manipulate markets when producers few/powerful and consumers scattered.

Examples: baby milk powder claimed better than mother’s milk (years of struggle); cigarette companies and cancer (court battles).

2. Consumer Movement

India: social force to protect interests against unethical/unfair trade.
Organised form 1960s: food shortages, hoarding, black marketing, adulteration of food/edible oil.
Till 1970s: articles, exhibitions; groups on ration shop malpractices, overcrowding in road transport.
Later: upsurge in consumer groups.
Shift: responsibility for quality moved more onto sellers; awareness work took years.
1985: UN Guidelines for Consumer Protection.
Consumers International: umbrella of 200+ member organisations from 100+ countries.
1986: Consumer Protection Act (COPRA); amended 2019 (internet buying included; manufacturers/service providers liable; mediation encouraged).

3. Consumer Rights (with cases)

Right to safety

Protected against goods/services hazardous to life/property. Producers must follow safety rules (pressure cooker safety valve, etc.). Supervision often weak.

Reji Mathew: Tonsillectomy; improper anaesthesia → brain abnormalities, crippled. State Commission dismissed; National Commission held hospital responsible; ordered compensation (claim had been Rs 5,00,000).

Right to be informed

Pack details: ingredients, price, batch, manufacture/expiry, manufacturer address; medicine directions/side effects; garment washing instructions. Enables complaint/replacement; action on expired medicines; protest if price > MRP (can bargain below MRP).

RTI Act (Oct 2005): Information about government departments. Amritha used RTI for delayed job result → got reasons and appointment call letter.

Right to choice

Not forced to buy unwanted add-ons (toothbrush with toothpaste; stove with gas connection). Service recipients can choose to continue or not.

Abirami: Paid Rs 61,020 lumpsum for 2-year coaching; left after 1 year for poor quality; refund denied. District Commission ordered Rs 28,000 refund (right to choose). State upheld; fined institute Rs 25,000; Rs 7000 compensation/litigation; restrained advance full-course fees in state.

Right to seek redressal

Compensation based on damage; easy public system needed. File in Consumer Commission with/without lawyer; also class action; physical or internet; video conferencing possible.

Prakash: Money order for daughter’s marriage delayed — district commission path illustrated (enquiry → consumer council advice → file → hearing → verdict).

Right to represent

Three-tier quasi-judicial machinery under COPRA; consumer forums/protection councils guide and sometimes represent consumers; RWAs may take up cases.

Right to consumer education

Become conscious, informed choosers; government Departments of Consumer Affairs; awareness posters/ads.

4. Three-tier Redressal (as in book)

Level	Name	Claim limit
District	District Consumer Disputes Redressal Commission	Up to Rs 1 crore
State	State Commission	Rs 1 crore to Rs 10 crore
National	National Commission	Above Rs 10 crore

Appeal upward if dismissed at lower level.

5. ISI, Agmark, Hallmark, +F

Logos assure quality when producers follow standards. Not compulsory for all products; mandatory for some affecting health/safety or mass consumption (LPG cylinders, food colours/additives, cement, packaged drinking water).

Matching (exercises): Agmark — edible oil/cereals certification; Hallmark — jewellery standardisation; BIS develops standards; +F related to food fortification (key nutrients in staples).

6. Taking the Movement Forward

24 December = National Consumers’ Day (COPRA enacted that day, 1986).
India among countries with exclusive consumer redressal authorities.
2000 consumer groups; only about 50–60 well organised/recognised.
Problems: cumbersome, expensive, time-consuming; lawyers often needed; cash memos often not issued; many small retail purchases.
COPRA 2019 amendments strengthen consumers (e-commerce; penalties/imprisonment possible; mediation).
Awareness spreading slowly; weak enforcement for unorganised workers; market rules often not followed.
Movement effective only with active consumer involvement.