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INTRODUCTION

Consumers play a vital role in the economic system of a nation because in the absence of effective demand that emanates from them, the economy virtually collapses. Mahatma Gandhi said, "A consumer is the most important visitor on our premises. He is not dependent on us, we are on him. He is not an interruption to our work, he is the purpose of it. We are not doing a favour to a consumer by giving him an opportunity. He is doing us a favour by giving us opportunity to serve him. But, of late, unfortunately cheating by way of overcharging, black marketing, misleading advertisements, etc has become the common practice of greedy sellers and manufacturers to make unreasonable profits. In this context, it is the duty of the government to confer some rights on consumers to safeguard their interests.

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2. They do not understand their rights. A system is required to protect them from unscrupulous businessmen. 3. 1. safety and utility of products. Illiteracy and Ignorance: Consumers in India are mostly illiterate and ignorant. It is very difficult for an ordinary consumer to distinguish between a genuine product and its imitation. Deceptive Advertising: Some businessmen give misleading information about quality. producers and traders are organized and powerful. Unorganised Consumers: In India consumers are widely dispersed and are not united. On the other hand. It is necessary to protect consumers from such exploitation by ensuring compliance with prescribed norms of quality and safety. 4 . A mechanism is needed to prevent misleading advertisements. Consumers are misled by false advertisement and do not know the real quality of advertised goods. Spurious Goods: There is increasing supply of duplicate products.CONSUMER EXPLOITATION When a producer is doing selfish deeds for his/her own benefit and the decision is a purpose giving more than mental happiness for only the producer and having adverse effects on consumer who may be illiterate or unaware etc. 4. They are at the mercy of businessmen.

in the long run. Freedom of Enterprise: Businessmen must ensure satisfaction of consumers. 7. sell only when they meet the needs of consumers. unethical and monopolistic trade practices on the part of businessmen lead to exploitation of consumers. Certain measures are required to protect the consumers against such malpractices. Goods are produced with the purpose of selling them. 8. If business does not protect consumers' interests. Goods will. 5 . survival and growth of business is not possible without the support and goodwill of consumers. they should use this wealth for the benefit of people. inferior and substandard goods and poor service. 6. Consumers often get defective. Government intervention and regulatory measures will grow to curb unfair trade practices. Therefore. In the long run. Malpractices of Businessmen: Fraudulent.5. Trusteeship: Businessmen are trustees of the society's wealth. Legitimacy for Existence: Business exists to satisfy the needs and desires of consumers.

. Right to Safety: The right to be protected against goods which are hazardous to life and property. quantity. Right to be Heard: The right to be heard and assured that consumer interests will receive due consideration at appropriate forums. 3. without any pressure to impose a sale. i. Right to Seek Redressal: The right to get relief against unfair trade practice or exploitation. Right to Information: The right to be informed about the quality. 6.CONSUMER RIGHTS 1. 2. 4. purity. 6 . freedom of choice.e. Right to Education: The right to be educated about rights of a consumer. 5. Right to Choose: The right to be assured access to a variety of products at competitive prices. price and standards of goods.

Consumers need protection due to the following reasons: 1. A system is required to protect them from unscrupulous businessmen. 3. It is very difficult for an ordinary consumer to distinguish between a genuine product and its imitation. It is necessary to protect consumers from such exploitation by ensuring compliance with prescribed norms of quality and safety. safety and utility of products. Consumers are misled by false advertisement and do not know the real quality of advertised goods. It includes all the measures aimed at protecting the rights and interests of consumers. Unorganised Consumers: In India consumers are widely dispersed and are not united. Illiteracy and Ignorance: Consumers in India are mostly illiterate and ignorant. 4. 2. On the other hand. They do not understand their rights. A mechanism is needed to prevent misleading advertisements.PROTECTION OF CONSUMER RIGHTS Consumer protection means safeguarding the rights and interests of consumers. Deceptive Advertising: Some businessmen give misleading information about quality. producers and traders are organized and powerful. Spurious Goods: There is increasing supply of duplicate products. 7 . They are at the mercy of businessmen.

Malpractices of Businessmen: Fraudulent. Therefore. If business does not protect consumers' interests. Goods are produced with the purpose of selling them. in the long run. unethical and monopolistic trade practices on the part of businessmen lead to exploitation of consumers. 7. Legitimacy for Existence: Business exists to satisfy the needs and desires of consumers.5. Certain measures are required to protect the consumers against such malpractices. 6. inferior and substandard goods and poor service. Consumers often get defective. Government intervention and regulatory measures will grow to curb unfair trade practices. Trusteeship: Businessmen are trustees of the society's wealth. In the long run. 8. sell only when they meet the needs of consumers. Freedom of Enterprise: Businessmen must ensure satisfaction of consumers. 8 . survival and growth of business is not possible without the support and goodwill of consumers. they should use this wealth for the benefit of people. Goods will.

Businessmen can regulate their own behaviour and actions by adopting higher ethical standards. Trade associations and chambers of commerce can check unfair trade practices used by some businessmen. 1955 which aims to regulate and control the production. They can take organized action and put pressure on businessmen to adopt fair trade practices. Government Regulations: The State can ensure consumer protection through legislative. He should educate himself and know his rights. Government of India has enacted several laws to protect the interests and rights of consumers. supply and distribution and prices of essential commodities.METHODS OF CONSUMER PROTECTION There are four main methods of protecting the interests of consumers: 1. He should not allow unscrupulous businessmen to cheat him. The laws enacted by the Government must be strictly enforced by the executive. Some of these laws are as follows: • The Essential Commodities Act. 2. executive and judicial actions. Consumers' Associations: Consumers should form voluntary associations. Consumer Self-help: Every consumer must be alert as self-help is the best help. 4. 3. 9 . Business Self-regulation: The business community itself can help in achieving consumer protection and satisfaction through self -discipline. These associations can educate and awaken consumers.

1976 which seeks to ensure safety and quality in the manufacture of electrical appliances. 1956 which aims at ensuring that consumers get the right weight and measurement in products. • The Household Electrical Appliances (Quality Control) Order. 1940 which seeks to ensure purity and quality in drugs and cosmetics. • The Drugs and Cosmetics Act. 1954 which aims to check adulteration in food items and eatables. • The Standards of Weights and Measures Act. • The Consumer Protection Act. 10 .• The Prevention of Food Adulteration Act. 1986 which seeks to provide speedy and inexpensive redressal to the grievances of consumers.

• Provide for adequate cost to the aggrieved party. A complaint is to be made to the district forum of the concerned district where the value of goods and services and compensation. 1986 The Act provides following remedies to an aggrieved consumer: • Removal of defects in goods or deficiency in service. or unfair trade practice. and third at national level known as 'National Commission'. and to the National Commission 11 . and not to repeat it. • Payment of compensation for any loss or injury suffered by the consumer. second at state level known as 'State Commission'. • Discontinue the restrictive. if any. to the 'State Commission' between Rs 20 lakhs and Rs 100 lakhs. • Replacement of defective goods with new goods of similar description which shall be free from any defect. • Return of price paid by the consumer. • Withdraw the hazardous goods from being offered for sale and not to offer them for sale.THE CONSUMER PROTECTION ACT. is up to Rs 20 lakhs. The Consumer Production Act provides for a three tier system of redressal agencies: one at district level known as District Forum.

— (a) "appropriate laboratory" means a laboratory or organization— (i) Recognized by the Central Government.— (1) This Act may be called the Consumer Protection Act. commencement and application. 12 . (3) It shall come into force on such date as the Central Government may. (2) It extends to the whole of India except the State of Jammu and Kashmir. there is provision for appeals against the orders of a particular redessal forum by the aggrieved party before the next higher echelon and even from the findings of the National Commission before the Supreme Court. this Act shall apply to all goods and services 2. – (1) In this Act. 1 Short title. appoint and different dates may be appointed for different States and for different provisions of this Act.for more than Rs 100 lakhs. unless the context otherwise requires. Definitions. by notification. (4) Save as otherwise expressly provided by the Central Government by notification. 1986. extent. Interestingly.

subject to such guidelines as may be prescribed by the Central Government in this behalf. one or more consumers. or any establishment carrying on either the same or substantially the same activity as that carried on by the head office of the establishment. which is maintained. who or which makes a complaint. 1956 (1of 1956) or under any other law for the time being in force. or (iii) (iv) the Central Government or any State Government. 13 . or (iii) any such laboratory or organization established by or under any law for the time being in force. financed or aided by the Central Government or a State Government for carrying out analysis or test of any goods with a view to determining whether such goods suffer from any defect.(ii) recognized by a State Government. or any voluntary consumer association registered under the Companies Act. (b) "Complainant" means— (i) (ii) a consumer. where there are numerous consumers having the same interest. his legal heir or representative. (v) in case of death of a consumer. (a) "Branch office" means— (I) (ii) any establishment described as a branch by the opposite party.

(iv) a trader or service provider. (d) agreed between the parties. as the case may be.(c) "Complaint" means any allegation in writing made by a complainant that— (i) An unfair trade practice or a restrictive trade practice has been adopted by any trader or service provider. (c) displayed on the price list exhibited by him by or under any law for the time being in force.-(A) in contravention of any standards relating to safety of such goods as required to be complied with. suffer from one or more defects. has charged for the goods or for the service mentioned in the complaint a price in excess of the price – (a) fixed by or under any law for the time being in force (b) displayed on the goods or any package containing such goods . by or under any law for the time being in force. (iii) the services hired or availed of or agreed to be hired or availed of by him suffer from deficiency in any respect. (v) goods which will be hazardous to life and safety when used or being offered for sale to the public. (ii) The goods bought by him or agreed to be bought by him. 14 .

are being offered by the service provider which such person could have known with due diligence to be injurious to life and safety. (vi) services which are hazardous or likely to be hazardous to life and safety of the public when used.(B) if the trader could have known with due diligence that the goods so offered are unsafe to the public. or (ii) hires or avails of any services for a consideration which has been paid or promised or partly paid and partly promised. or under any system of deferred payment.”. but does not include a person who obtains such goods for resale or for any commercial purpose. or under any system of deferred payment and includes any beneficiary of such services other than the person who 'hires or avails of the services for consideration paid or promised. or under any system of deferred payment when such use is made with the approval of such person. (d) "Consumer" means any person who— (i) buys any goods for a consideration which has been paid or promised or partly paid and partly promised. or partly paid and partly promised. or under any system of deferred payment and includes any user of such goods other than the person who buys such goods for consideration paid or promised or partly paid or partly promised. when such services are 15 .

(g) "defect" means any fault. DISTRICT FORUM 16 .— For the purposes of this clause. nature and manner of performance which is required to be maintained by or under any law for the time being in force or has been undertaken to be performed by a person in pursuance of a contract or otherwise in relation to any service. (e) "Consumer dispute" means a dispute where the person against whom a complaint has been made. express or implied or as is claimed by the trader in any manner whatsoever in relation to any goods. quantity. imperfection or shortcoming in the quality. potency. shortcoming or inadequacy in the quality. Explanation. denies or disputes the allegations contained in the complaint. “commercial purpose” does not include use by a person of goods bought and used by him and services availed by him exclusively for the purposes of earning his livelihood by means of self-employment.availed of with the approval of the first mentioned person but does not include a person who avails of such services for any commercial purposes. imperfection. purity or standard which is required to be maintained by or under any law for the time being in force under any contract. (h) "deficiency" means any fault.

1930 (3 of 1930). 17 . — Where a manufacturer dispatches any goods or part thereof to any branch office maintained by him. (jj) "member" includes the President and a member of the National Commission or a State Commission or a District Forum. (l) "National Commission" means the National Consumer Disputes Redressal Commission established under clause (c) of section 9. (iv) Explanation. or (iii) puts or causes to be put his own mark on any goods made or manufactured by any other manufacturer. such branch office shall not be deemed to be the manufacturer even though the parts so dispatched to it are assembled at such branch office and are sold or distributed from such branch office. as the case may be.(i) "District Forum" means a Consumer Disputes Redressal Forum established under clause (a) of section 9. (j) "goods" means goods as defined in the Sale of Goods Act. or (ii) does not make or manufacture any goods but assembles parts thereof made or manufactured by others. (k) “manufacturer” means a person who— (i) makes or manufactures any goods or part thereof.

or as the case may be.(m) "notification" means a notification published in the Official Gazette. (nnn) “restrictive trade practice” means a trade practice which tends to bring about manipulation of price or conditions of delivery or to affect flow of supplies in the market relating to goods or services in such a manner as to impose on the consumers unjustified costs or restrictions and shall include— (a) delay beyond the period agreed to by a trader in supply of such goods or in providing the services which has led or is likely to lead to rise in the price. (m)"Person" includes. 1860 (21 of 1860) or not. 18 . (nn)“regulation” means the regulations made by the National Commission under this Act. by the Central Government under this Act. every other association of persons whether registered under the Societies Registration Act. (ii) a Hindu undivided family. (iii) (v) a co-operative society. (n) "prescribed" means prescribed by rules made by the State Government.— (i) a firm whether registered or not.

and where such goods are sold or distributed in package form. entertainment. (q) "trader" in relation to any goods means a person who sells or distributes any goods for sale and includes the manufacturer thereof. (oo) “Spurious goods and services” mean such goods and services which are claimed to be genuine but they are actually not so. the provision of facilities in connection with banking. but not limited to. (o) "service" means service of any description which is made available to potential users and includes. supply of electrical or other energy. board or lodging or both. amusement or the purveying of news or other information. services as condition precedent to buying. but does not include the rendering of any service free of charge or under a contract of personal service. processing. hiring or availing of other goods or services. housing construction.(b) any trade practice which requires a consumer to buy. (p) "State Commission" means a Consumer Disputes Redressal Commission established in a State under clause (b) of section 9. transport. as the case may be. 19 . hire or avail of any goods or. includes the packer thereof. financing insurance.

efficacy or length of life of a product or of any goods that is not based on an adequate or proper test thereof. renovated. namely. (vii) gives to the public any warranty or guarantee of the performance. (iv) represents that the goods or services have sponsorship. adopts any unfair method or unfair or deceptive practice including any of the following practices. whether orally or in writing or by visible representation which. approval. or the usefulness of. composition. characteristics. (v) represents that the seller or the supplier has a sponsorship or approval or affiliation which such seller or supplier does not have. for the purpose of promoting the sale. reconditioned or old goods as new goods. second-hand. use or supply of any goods or for the provision of any service. (vi) makes a false or misleading representation concerning the need for. any goods or services. (ii) falsely represents that the services are of a particular standard. accessories. 20 . quantity.— (1) the practice of making any statement. style or model. performance. grade. quality or grade. uses or benefits which such goods or services do not have.(q) "unfair trade practice" means a trade practice which.— (i) falsely represents that the goods are of a particular standard. (iii) falsely represents any re-built. quality.

if such purported warranty or guarantee or promise is materially misleading or if there is no reasonable prospect that such warranty. ordinarily sold or provided.For the purposes of clause (1). or on its wrapper or container. or (ii) a promise to replace. services or trade of another person. maintain or repair an article or any part thereof or to repeat or continue a service until it has achieved a specified result. a representation as to price shall be deemed to refer to the price at which the product or goods or services has or have been sold by sellers or provided by suppliers generally in the relevant market unless it is clearly specified to be the price at which the product has been sold or services have been provided by the person by whom or on whose behalf the representation is made. a statement that is— (a) expressed on an article offered or displayed for sale. . the burden of proof of such defence shall lie on the person raising such defence. (viii)makes to the public a representation in a form that purports to be— (i) a warranty or guarantee of a product or of any goods or services. (ix)materially misleads the public concerning the price at which a product or like products or goods or services. have been or are. for this purpose. or 21 .Provided that where a defence is raised to the effect that such warranty or guarantee is based on adequate or proper test. guarantee or promise will be carried out. Explanation. and. (x) gives false or misleading facts disparaging the goods.

sent. of goods or services that are not intended to be offered for sale or supply at the bargain price. transmitted or in any other manner whatsoever made available to a member of the public. (3) permits— (a) the offering of gifts. "bargaining price" means— (a) a price that is stated in any advertisement to be a bargain price. inserted in. hears or sees the advertisement.—For the purpose of clause (2). and only by. reasonable. or (b) a price that a person who reads. an article offered or displayed for sale. shall be deemed to be a statement made to the public by. or on anything on which the article is mounted for display or sale. would reasonably understand to be a bargain price having regard to the prices at which the product advertised or like products are ordinarily sold. made or contained. or for a period that is. having regard to the nature of the market in which the business is carried on. prizes or other items with the intention of not providing them as offered or creating impression that something is being given or offered free of charge when it is fully or partly covered by the amount charged in the transaction as a whole. (2) permits the publication of any advertisement whether in any newspaper or otherwise. delivered. the nature and size of business. and the nature of the advertisement. 22 . and in quantities that are. Explanation . or (c) contained in or on anything that is sold.(b) expressed on anything attached to. for the sale or supply at a bargain price. by reference to an ordinary price or otherwise. or accompanying. the person who had caused the statement to be so expressed.

(3A) withholding from the participants of any scheme offering gifts. knowing or having reason to believe that the goods do not comply with the standards prescribed by competent authority relating to performance. for the purpose of promoting. the cost of those or other similar goods or services. constructions. if such hoarding or destruction or refusal raises or tends to raise or is intended to raise. Explanation. contents. prizes or other items free of charge. — For the purposes of this sub-clause. by consumers. directly or indirectly. the sale. lottery. or are of a kind likely to be used. (2) Any reference in this Act to any other Act or provision thereof which is not in force in any area to which this Act applies shall be construed to have a reference to the corresponding Act or provision thereof in force in such area. on its closure the information about final results of the scheme. 23 . published. prominently in the same newspapers in which the scheme was originally advertised. design. (4) permits the sale or supply of goods intended to be used. use or supply of any product or any business interest. composition. or refuses to sell the goods or to make them available for sale or to provide any service.(b) the conduct of any contest. game of chance or skill. finishing or packaging as are necessary to prevent or reduce the risk of injury to the person using the goods. (6) manufacture of spurious goods or offering such goods for sale or adopts deceptive practices in the provision of services. the participants of a scheme shall be deemed to have been informed of the final results of the scheme where such results are within a reasonable time. (5) permits the hoarding or destruction of goods.

—(1) The Central Government shall. establish with effect from such date as it may specify in such notification. and (b) such number of other official or non-official members representing such interests as may be prescribed. who shall be its Chairman.CONSUMER PROTECTION COUNCILS THE CENTRAL CONSUMER PROTECTION COUNCIL 1. 24 . (2) The Central Council shall consist of the following members. namely:— (a) the Minister in charge of the consumer affairs in the Central Government. by notification. a Council to be known as the Central Consumer Protection Council (hereinafter referred to as the Central Council). The Central Consumer Protection Council.

wherever possible. 3. and (f) the right to consumer education.—(1) The Central Council shall meet as and when necessary.2. 25 . access to a variety of goods and services at competitive prices. (d) the right to be heard and to be assured that consumer's interests will receive due consideration at appropriate forums. (2) The Central Council shall meet at such time and place as the Chairman may think fit and shall observe such procedure in regard to the transaction of its business as may be prescribed.—The objects of the Central Council shall be to promote and protect the rights of the consumers such as.— (a) the right to be protected against the marketing of goods and services which are hazardous to life and property. but at least one meeting of the Council shall be held every year. (e) the right to seek redressal against unfair trade practices or restrictive trade practices or unscrupulous exploitation of consumers. potency. purity. quantity. as the case may be so as to protect the consumer against unfair trade practices. (b) the right to be informed about the quality. (c) the right to be assured. Objects of the Central Council. Procedure for meetings of the Central Council. standard and price of goods or services.

(hereinafter referred to as the State Council)..(1) The State Government shall.. by notification.. (b) such number of other official or non-official members representing such interests as may be prescribed by the State Government...THE STATE CONSUMER PROTECTION COUNCILS 1 The State Consumer Protection Councils. establish with effect from such date as it may specify in such notification.............. 26 .. a Council to be known as the Consumer Protection Council for. namely:— (a) the Minister incharge of consumer affairs in the State Government who shall be its Chairman. (2) The State Council shall consist of the following members...

who shall be its Chairman.(c) such number of other official or non-official members. — The objects of every State Council shall be to promote and protect within the State the rights of the consumers laid down in clauses (a) to (f) of section 6. a council to be known as the District Consumer Protection Council with effect from such date as it may specify in such notification. (3) The District Council shall meet as and when necessary but not less than two meetings shall be held every year. by notification. Objects of the State Council. (2) The District Consumer Protection Council (hereinafter referred to as the District Council) shall consist of the following members. (4) The State Council shall meet at such time and place as the Chairman may think fit and shall observe such procedure in regard to the transaction of its business as may be prescribed by the State Government. as may be nominated by the Central Government. 2A. (3) The State Council shall meet as and when necessary but not less than two meetings shall be held every year. 27 . 2. namely:— (a) (b) the Collector of the district (by whatever name called). (1) The State Government shall establish for every district. not exceeding ten. and such number of other official and non-official members representing such interests as may be prescribed by the State Government.

India too is no exception to it. consumers are a vulnerable lot for exploitation. more so in a developing country with the prevalence of mass poverty and illiteracy. Instances like overcharging.(4) The District Council shall meet at such time and place within the district as the Chairman may think fit and shall observe such procedure in regard to the transaction of its business as may be prescribed by the State Government. CONCLUSION Invariably. black 28 . The objects of every District Council shall be to promote and protect within the district the rights of the consumers laid down in clauses (a) to (f) of section 6.

airlines.marketing. water supply. Government of Tamil Nadu Civil Supplies and Consumer Protection department District Administration and District Consumer Protection Council Consumer Courts Department of Consumer Affairs. From time to time. Implementation of the Act reveals that interests of consumers are better protected than ever before. profiteering. 2. State Consumer Protection Council. telecommunication. lack of proper services in trains. adulteration. consumer awareness through consumer education and actions by the government. Procedural simplicity and speedy and inexpensive redressal of consumer grievances as contained in the CPA are really unique and have few parallels in the world. 3. the government has attempted to safeguard consumer's interests through legislations and the CPA 1986 is considered as the most progressive statute for consumer protection. and associations are needed the most to make consumer protection movement a success in the country. consumer activists. However. Consumer Related Agencies Agencies involved in Consumer Protection 1. etc are not uncommon here. 4. Government of India 29 . 5.

as its members.. They are carrying out consumer awareness and education programmes as per the policy laid down by Government of Tamil Nadu. District Supply Officer of districts other than Chennai and Deputy Commissioners of North and South in Chennai District have been designated as District Supply and Consumer Protection Officer and Deputy Commissioner of Civil Supplies and Consumer Protection Officer (Chennai) respectively. State Consumer Protection Council State Government has allocated the responsibility of Consumer Protection to the Ministry of Co-operation. 1986 with District Collector as Chairperson. Chepauk. Both the councils are having Service providing Government Departments. under the charge of Hon’ble Minister for Food & Consumer Protection. The Ministry is responsible for laying down policy for the functions of the Civil Supplies and Consumer Protection Department. Voluntary Consumer Organisations. Consumer Courts Most districts have a District Consumer Forum (DCF) headed by a a President. one Assistant Commissioner. Food and Consumer Protection headed by Secretary to Government. Other departments of State and Central Government 1. as provided for under section 7 of the Consumer Protection Act. Public Representatives etc. has been constituted under the Chairmanship of the Honorable Minister for Food & Consumer Protection. District Administration works in close co-ordination with Voluntary Consumer Associations. This Committee has responsibility to protect consumers as provided for under section 6 and 8 of the CP Act. The SCDRC also has certain original jurisdiction 30 . Chennai-5. Public Sector Undertakings. consumer clubs. 2. Civil Supplies and Consumer Protection Department situated at Ezhilagam Main Building. District Administration and District Consumer Protection Council At district level the District Consumer Protection Council functions as per section 8A Consumer Protection Act. Food and Consumer Protection Department. Regular meetings are being conducted in order to discuss and to decide on the modalities for improved Government Services besides finding out measures for protecting rights of consumers from unethical trade practices. 4th Floor.6. Civil Supplies and Consumer Protection department Commissioner of Civil Supplies & Consumer Protection is assisted by one Joint Commissioner. 3. Appeal against the orders of the the DCF lies with State Consumer Disputes Redressal Commission (SCDRC) at Chennai. one Deputy Commissioner. Co-operation. self help groups. 1986. A State level Consumer Protection Council. A separate Consumer Protection Section headed by a Superintendent with 4 Assistants works in the Office of the Commissioner. etc. in achieving organizational mission and objectives. 4.

based on the value of the complaint. have been launched by the DCA for raising the awareness amongst consumers. DCA also acts as a nodal agency for the Consumer Protection Act and Consumer Courts. Department of Public Health.. of India (TRAI). there are a number of departments such as Controller of Legal Metrology. Bureau of Indian Standards. 6. also play a key role in upholding the interests of consumers in respective sectors. Other departments of State and Central Government Departments of the Central Government such as the Drug Controller General of India. Police department. that play a major role in consumer protection the respective areas. Public Distribution and Consumer Affairs lays down broad policy and works with other key central government departments and agencies in upholding rights of consumers. Telecom Regulatory Authority.under Contact Info. Helpline scheme. Competition Commission of India (CCI). etc.. Centre for Consumer Resources and Empowerment (CORE). Local Bodies.. A detailed table of agencies that may be contacted by consumers depending on the grievance involved has been tabulated for use by consumers. Similarly. Stock Exchange Bureau of India. etc. Appeal against the orders of the SCDRC lies with the National Consumer Disputes Redressal Commission. Several schemes like Consumer Club Scheme.. Ministry of Food Processing Industries. in the State Government. Government of India Department of Consumer Affairs under the Ministry of Food.. Department of Consumer Affairs. etc. 5. 31 .

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