Dr.

Ambedkar Institute of Technology

Department of MBA, Semester II, 2021-2023,
Consumer Behaviour[20MBA211],
Individual Seminar

Consumer Movement in India, Rights &

Responsibilities of consumers in India

ANOOP.A
1DA21BA003
 Consumer the end user

Consumer movement in India

The consumer movement is an effort to promote consumer protection through an
organized social movement, which is in many places led by consumer organizations. It
advocates for the rights of consumers, especially when those rights are actively breached by
the actions of corporations, governments, and other organizations which provide products
and services to consumers. Consumer movements also commonly advocate for increased
health and safety standards, honest information about products in advertising, and consumer
representation in political bodies.
• Consumer protection act (copra) : in 1986 Indian government passed the copra
to protect consumers against unfair and unethical trade practices of producers
and sellers.
• Every Year 24th December is observed as National Consumer Rights Day in India.

• Rights of a Consumer
1) Right to safety
2) Right to choose
3) Right to be informed
4) Right to consumer education
5) Right to be heard
6) Right to Seek redressal
1) Right to safety
• Means right to be protected against
the marketing of goods and
services, which are hazardous to
life and property.
• The purchased goods and services
availed of should not only meet
their immediate needs, but also fulfil
long term interests.
• Before purchasing, consumers
should insist on the quality of the
products as well as on the
guarantee of the products and
services. They should preferably
purchase quality marked products
such as ISI,AGMARK, etc.
2)Right to choose
• Means right to be assured, wherever
possible of access to variety of goods
and services at competitive price. It
means that a consumer should have
the opportunity to select the goods or
services that he or she wants to
purchase.
• In case of monopolies, it means right
to be assured of satisfactory quality
and service at a fair price.
• It also includes right to basic goods
and services.
3) Right to be informed
4) Right to consumer
• Means right to be informed about education
the quality, quantity, potency,
purity, standard and price of Means the right to acquire the
goods so as to protect the
knowledge and skill to be an
consumer against unfair trade
informed consumer throughout
practices.
life. Ignorance of consumers,
particularly of rural consumers,
• Consumer should insist on getting
is mainly responsible for their
all the information about the
exploitation. They should know
product or service before making
their rights and must exercise
a choice or a decision. This will
them. Only then real consumer
enable him to act wisely and protection can be achieved with
responsibly and also enable him
success.
to desist from falling prey to high
pressure selling techniques.
5) Right to be heard
• A consumer has the right that his complaint be heard case of dissatisfaction with a good or a service..
This right also empowers the consumers to fearlessly voice their complaints against the defective
products and the erring producer/company /seller.
• Suppose you buy a bike helmet from a sporting goods store. After wearing the helmet a few times, you
find that the chinstrap keeps coming loose. You have the right to let the store know you are not satisfied
with the helmet. Businesses rely on customer satisfaction.
• The purpose of the customer service department is to listen to the concerns of customers. It is
because of this reason, many enlightened business firms have set up their own consumer service and
grievance cells, and help consumers in redressal of their grievances.

6) Right to Seek redressal

Means right to seek redressal against unfair trade practices or unscrupulous exploitation of
consumers. It also includes right to fair settlement of the genuine grievances of the
consumer. Consumers must make complaint for their genuine grievances. Many a times their
complaint may be of small value but its impact on the society as a whole may be very large.
They can also take the help of consumer organizations in seeking redressal of their
grievances.
 Responsibility of a Consumer
•Responsibility to be aware – A consumer has to be mindful of
the safety and quality of products and services before
purchasing.

•Responsibility to think independently– Consumer should be

well concerned about what they want and need and therefore
make independent choices.

•Responsibility to speak out- Buyer should be fearless to speak

out their grievances and tell traders what they exactly want.
•Responsibility to complain- It’s consumer responsibility to
express and file a complaint about their dissatisfaction with
goods or services in a sincere and fair manner.
•Responsibility to be an Ethical Consumer- They should be fair
and not engage themselves with any deceptive practice.
Few other responsibilities of consumer
Dealing with Advertisements.
Buying Quality Certified Products.
Demanding Bill of the Purchase.
Being a Green Consumer .
Consumers as Managers.