 To assist countries in achieving or maintaining adequate protection for their population as consumers  To facilitate production and distribution patterns responsive to the needs and desires of consumers  To encourage high levels of ethical conduct for those engaged in the production and distribution of goods and services to consumers  To further international cooperation in the field of consumer protection  To encourage the development of market conditions which provide consumers with greater choice at lower prices

 It provides effective safeguards to the consumers against different types of exploitation such as defective goods. . unsatisfactory (or deficient) services and unfair trade practices.  In terms of geographical application.  It applies to all goods and services unless otherwise expressly notified by the Central Government.FEATURES  The Act aims to provide better and all-round protection to consumers.  The Act and its Amendment in 1993 have brought fresh hopes to the beleaguered Indian consumer. it applies to the whole of India except the State of Jammu and Kashmir.

BASIC RIGHTS OF CONSUMERS Right to Right to be informed choose Right of protection of life and Property Right to Right to be heard Right to redress education .

        Illiteracy and Ignorance Unorganized consumers Spurious goods Deceptive advertising Malpractices of businessman Freedom of enterprise Legitimacy for existence Trusteeship .NEED FOR CONSUMER PROTECTION ACT IN INDIA.

where there are numerous consumers having the same interest. – in case of death of a consumer. . 1986 "complainant" means- – a consumer. – one or more consumers. his legal heir or representative who or which makes a complaint.Complainant Defined in Section 2(1)(b) of the Consumer Protection Act. or – any voluntary consumer association registered under the Companies Act.1956 (1 of 1956) or under any other law for the time being in force. or – the Central Government or any State Government.

the goods bought by him or agreed to be bought by him suffer from one or more defects. as the case may be. an unfair trade practice or a restrictive trade practice has been adopted by (any trader or service provider). 3. .Complaint Defined in Section 2(1)(c) of Consumer Protection Act 1986. a price in excess of the price- 2. the services hired or availed of or agreed to be hired or availed of by him suffer from deficiency in any respect. a trader or the service provider. has charged for the goods or for the services mentioned in the complaint. 4."complaint“ means any allegation in writing made by a complainant that1.


as: • “Consumer dispute” means a dispute where the person against whom a complaint has been made. the forum has to proceed in the manner as if to settle a consumerdispute. Nirup Syncrome ltd. denies or disputes the allegations contained in the complaint. . • Caselet In case of Sawani road transport v.Cosumer dispute Defined in Section 2(1) (e) of the Consumer Protection act 1986. (1993) The opposite party omits or fails to take any action to represent his case.

as: • "Defect" means any fault. express or implied or as is claimed by the trader in any manner whatsoever in relation to any goods. purity or standard which is required to be maintained by or under any law for the time being in force or under any contract.” Caselet The national commission in Abhoya Kumar Kumar Panda v.(1982) held that it‟s not relevant under the act whether the defect in the goods supplied or deficiency in service is intentional or not. quantity. potency. • .Defects Defined in Section 2(1) (f) of the Consumer Protection act 1986. Bajaj auto ltd. imperfection or short coming in the quality.

CONSUMER DISPUTE REDRESSAL AGENCIES 1. A consumer dispute Redressal forum at the national level. 3. . A consumer dispute Redressal forum at the state level. 2. A consumer dispute Redressal forum at the district level.

Value of goods and services and compensation Claimed Value of goods and services and compensation Amount of fee payable DistrictForum Amount of fee payable Up to one lakh rupees Rs 100 One lakh and above but less than Rs 5 lakhs Five lakh rupees and above but less than Rs 10 lakhs Ten lakh rupees and above but not exceeding Rs 20 lacs State Commission Above Rs 20 lacs and Up to 50 lacs Above Rs 50 lacs to Rs 1 crore Rs 200 Rs 400 Rs 500 Rs 2000 Rs 4000 National Commission Above Rs 1 crore Rs 5000 .

Filing of a complaint Occurrence of Problem/Complaint A consumer person/consumer writes a letter defining the problem The competent person or an appointed agent determines the fee to be sent The letter is received by the concerned consumer forum Receipt send to opposite party .




NEED AND IMPORTANCE OF CGSI :- • I. Publications: . Product Testing: III. founded by nine women in 1966. and became the first to conduct formal product testing in 1977. It was the earliest consumer organization in India.CGSI • The Consumer Guidance Society of India (CGSI) is a consumer rights organization based in Mumbai. Consumer Education for Schools / Colleges: IV. Legal Frame Work: II. India.

DEVELOPMENT IN CPA:• • CONSUMER EDUCATION FOR RURAL CONSUMERS. To spread awareness about the importance of walking as a mode of transport and facilitate its use for short distance transportation. 4. free of encroachments. . To facilitate and promote availability of user-friendly Public Transport and encourage it's use by the public. level and properly constructed pavements. 2. 3. To do all that is necessary to secure the availability of use at least 90% of the time proper smooth. wherever needed. Pedestrian Wing: The objectives of Pedestrian Wing are as follows: 1. To create public awareness about the rights and responsibilities of Pedestrians and fight for their due rights.

Best Marketing Practice by HUL : Customer Ombudsman A Good Proactive move by the Company for its Customers. According to a report : HUL has around 200 cases in various courts against it. It‟s a good proactive move by the company to make things easier for the consumer to address his grievances. • i. Ombudsman helps genuine customers to get a speedy unbiased redressal. • Ombudsman are usually officials who are charged with the responsibility of representing the public by investigating and addressing grievances and complaints of the public. In July the company appointed a retired Justice Mr M S Rane as the customer ombudsman. . • HUL has introduced a unique practice in India by launching a Customer Ombudsman. Court cases can take away lot of time energy and money from the company. HUL hopes that such an alternative will help both the customers and the company to handle complaints and grievances quickly. It‟s a best practice because it‟s usually a nightmarish experience for a customer to get his problem addressed. ii.


Eg: Bajaj CT 100 motorcycle .CASE STUDY 1:Case study as one incident of violation of consumer rights and the decision by the consumer court.

Every doctor is bound by Hippocratic oath: Panel Source: Times Of India .CASE STUDY 2:• Pvt doctor fined 3 lakh for turning away dying man. .

“The consumer protection act. 1986 has provided sufficient privileges to the consumers for protection against overcharging producers" Do you agree? 80% 70% 60% 50% 40% 30% 20% 10% 0% yes no .Questionnaire:1 .

name brand. What do you majorly look out for in a product before its selection in terms of being protected? (pricing. warranty etc. correct labeling .2.) 7 6 5 4 3 2 1 0 pricing quality name brand correct labelling information warranty/guarante . quality.

in the case of a consumer dispute? a)Police b)Lawyer c) Consumer 4)Would you call yourself a consumer if Forum you bought goods in bulk and re-sold it? a) Yes b) No c) Don’t know CONSU MER FORUM 30% LAWYE R 30% POLICE 40% 6 5 4 3 2 1 0 YES NO DONT KNOW .3) Who would you first approach.

5) What is the minimum number of women mandatory to be present in the functioning of the state commission? a) One b) Two c) More than 5 6) What is the limitation period within which the complaint needs to be filed? a) 6 months b) 1 year c) 2 years d) 5 years more than 5 30% one 40% 4 3 2 two 30% 1 0 6 1 year months 2 year 5 year .


com • www.com • www.forecasts.lawindia.org/consumer-protection/india-cpa.asp • http://www.gov/releases/h10/current/ • www.dogpile.html • http://www.com .wikipedia.google.• Business Law .Bulchandani • http://www.federaljurisdiction.aspx?id=13 795 • http://www.com/scripts/PublicationsView.in/terms/cpa/consumerprotection.4share.

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