Consumer Rights Notes in English Class 10 Economic Chapter-5 Book- Understanding Economic Development

 

Introduction 

This collection shows some examples of decisions of the Consumer Disputes Redressal Commission. In these cases, people approached the Commission because they wanted justice. These decisions reflect the struggle and perseverance of people who fought for their rights. When they felt they had been wronged, they tried to get justice by exercising their consumer rights.

Role of consumer in the market and need for protection

1. Role of Consumer: We all play two roles in the market: as a producer we work in agriculture, industry, or service sector, and as a consumer we buy goods and services we need. Using these goods we carry on our daily lives.

2. Why is consumer protection important?: The consumer is often in a weak position in the market. Many times, if there is a problem with the goods or services purchased, the seller avoids taking responsibility. Their response is, "If you don't like it, go somewhere else." This is a violation of consumer rights.

3. Forms of Exploitation in the Market: Consumers are exploited in the market in many ways, such as:

• Underweighing: Selling goods by shopkeepers by weighing them less.

• Adulteration: Selling poor quality or adulterated goods.

• Hidden Charges: Additional charges added to the price of a product or service without notice.

• False Information: Making false claims in advertisements that mislead consumers.

4. Example:

• A company claimed its infant milk powder was better than breast milk, which was later proven to be false.

• Cigarette companies long refused to admit that their product could cause cancer, and fought lengthy legal battles to prove it.

5. Unorganised sector and consumer exploitation: Workers in the unorganised sector often face low wages and poor working conditions. Moneylenders lend money at high interest rates and exploit borrowers. Such conditions are challenging for both producers and consumers.

6. Rules for consumer protection: Laws and rules are necessary to prevent exploitation and unfair trade in the market. These rules inform consumers about their rights and protect them from exploitation.

Role of consumer movement

The consumer movement was formed for this very purpose, so that consumers get justice in the market. It has helped in enforcing many rules and holding the big producers accountable for their wrongful behavior.

1. Consumer movement

• The consumer movement arose from the dissatisfaction of consumers because of the unfair business practices they faced in the market. 

• At that time, there was no effective law to protect consumers. If a consumer was dissatisfied with a brand or shop, he would simply stop buying from that brand or shop. It was considered the responsibility of the consumer to be cautious while shopping.

2. Growth of consumer movement

• The consumer movement in India began in the 1960s, when problems such as food shortages, hoarding, black marketing and adulteration of edible oils and other commodities came to the fore. 

• By the 1970s consumer organisations became active on a large scale and worked on issues such as congestion in road transport and irregularities in ration shops. 

• These organizations ran awareness campaigns to make consumers aware of their rights and made efforts to protect their interests.

3. Influence of consumer movement

• The consumer movement gradually brought about positive changes by putting pressure on the government and companies. 

• This resulted in companies having to improve their business practices, and the government enacting new laws to protect the interests of consumers. 

• This movement played an important role in strengthening the rights of consumers and preventing fraud against them.

4. COPRA: Consumer Protection Act, 1986

• In 1986, the Government of India took a major step and implemented the "Consumer Protection Act (COPRA)". This law ensures the protection of the rights of consumers.

consumer Rights

The goods and services we use in our daily lives play a vital role in our safety. The story of Reji, where a hospital's negligence left a student disabled for life, shows how important consumer safety is.

1. Right to security

• As a consumer, we have a right that the goods and services we buy should be safe for life and property. 

• It is the responsibility of the producers to strictly follow the safety rules and regulations.

2. Why is security important?

• Consumer safety requires manufacturers and service providers to fulfill their responsibilities honestly. For example, it is extremely important to ensure the quality of the safety valve of a pressure cooker, as its malfunction can lead to serious accidents. 

• In such a situation, the manufacturer of the valve is responsible for its quality. Also, manufacturers and service providers must strictly follow safety rules, so that consumers can be protected from any kind of risk.

3. Market reality

• Even today, low quality products are easily available in the market, the main reason for which is the lack of proper inspection of safety rules. 

• Apart from this, the consumer movement has not yet become effective enough to make all consumers aware of their rights and to stop low quality products. As a result, consumers often have to suffer losses.

4. The role of the consumer

• It is important to stay informed about public actions and rules so that we are aware of our rights and duties. Also, we must ensure that the items we are using meet quality and safety standards. 

• This is not only important for our security but also for a better consumer experience.

Information about goods and services: Consumer's right

• When we buy an item, important information such as ingredients list, price (MRP), batch number, manufacturing date, expiry date and manufacturer’s address is given on its packet.

• The purpose of this information is to help consumers exercise their rights. For example, medicine packages carry instructions for proper use and information about potential risks, while clothing carries washing and care instructions. 

• This information helps consumers to use the products properly and protect their interests.

1. Consumer rights: Right to be informed

• The consumer has the right to get complete information about the goods or services he has purchased. If a product gets damaged before its expiry date, the consumer has the right to get it replaced or demand compensation. 

• Conversely, if the expiry date or other necessary information is not mentioned on the product, the manufacturer and seller may try to avoid their responsibility. Therefore, consumers should be cautious and ensure that their rights are fulfilled.

2. Maximum Retail Price (MRP)

• The seller does not have the legal right to sell an item at a price higher than the maximum retail price (MRP). However, the consumer has the right to negotiate a price lower than the MRP and try to buy the item at a cheaper rate. 

• This is important to protect consumer interests and ensure fair transactions.

3. Right to Information (RTI)

• In the year 2005, the Government of India enacted the Right to Information (RTI) Act. 

• Its objective is to provide information about the functioning of government departments to the citizens. 

• This law ensures transparency and accountability to the citizens.

4. Violation of the right to choose: Consumer rights

The right to choose is a fundamental right of the consumer. It means that any consumer can choose a product or service according to his need and desire.

How is the right to choose violated?

• If a shopkeeper forces a consumer to buy an unwanted item against his will, it is a violation of the consumer's right to choose. The consumer has the full right to choose the goods according to his needs and preferences, and any kind of pressure on him is legally and morally wrong.

Example:

• You want to buy a toothpaste, but the shopkeeper says you have to buy a toothbrush along with it. This takes away your right to choose.

• While taking a gas connection, the gas dealer forces you to buy a stove. This is also a violation of the right to choose.

What should the consumer do?

• In such circumstances, the consumer has the full right to refuse and is not forced to buy any product against his will. If the shopkeeper exerts such pressure, the consumer can lodge his complaint in the consumer forum, where appropriate action is taken to protect his rights.

How can a consumer get justice?

If a consumer's rights are violated, he has the right to get compensation and justice. Consumers have been given the option to lodge a complaint against unfair bargaining and exploitation.

1. Where to lodge consumer complaint?

• The consumer can register his complaint in the Consumer Court or Consumer Commission. 

• This process can be completed by the consumer himself or with the help of a lawyer. Due to modern technology, complaints can now be easily filed online or through video conferencing, which saves time and resources.

2. Three-tier consumer justice system

• Under COPRA, three levels of courts have been established for resolving consumer disputes.

• The District Commission hears claims up to Rs 1 crore at the local level and provides speedy justice to consumers. 

• The State Commission hears claims ranging from Rs 1 crore to Rs 10 crore, and appeals can be made against decisions of the District Commission. 

• The National Commission hears claims of more than Rs 10 crore and provision for appeal against decisions of the State Commission is also available. This three-tier system ensures that the rights of consumers are protected.

3. Support and awareness

• Consumer organisations and voluntary organisations play an important role in making consumers aware of their rights. 

• Besides, organisations like Resident Welfare Associations active in colonies also help in handling cases on behalf of consumers and protecting their interests. 

• These efforts encourage consumers to organise themselves and exercise their rights.

4. How to be an aware consumer?

It is very important to be aware of our rights when we buy goods and services. It helps us differentiate between right and wrong and make better decisions.

Things to know about being a conscious consumer

• It is very important for consumers to know their rights. Rights such as the right to choose, the right to quality, and the right to safety should be known so that a complaint can be lodged if any product or service violates these rights. 

• For consumer awareness, attention should be paid to awareness campaigns run by the government and consumer organizations and advertisements broadcast on television and social media. 

• The COPRA Act has established departments of consumer affairs at the central and state levels to make consumers aware of their rights and legal procedures. 

• Additionally, it is in consumers’ interest to check the quality, price, and expiry date of goods when purchasing, and to understand the terms and conditions of services.

Consumer Movement: National Consumer Day and Steps Towards Reform

National Consumer Day is celebrated every year on 24 December in India. On this day in 1986, the Indian Parliament passed the Consumer Protection Act (COPRA), giving consumers' rights a strong legal basis.

1. Status of consumer movement

• In India, special courts have been created to redress consumer problems, and there are more than 2000 consumer organisations in the country. 

• However, only 50-60 of these organisations are fully organised and recognised. Despite this, the process of resolving consumer disputes is still complex, costly and time-consuming. It  is especially difficult to gather evidence when a receipt is not provided at the time of purchase. 

• Additionally, most purchases are made from small retail stores where enforcement is weak, making it even more challenging for consumers to obtain justice.

2. Amendment of COPRA in 2019

• COPRA was amended in 2019 to strengthen consumer rights. 

• E-commerce was also included under this amendment, due to which consumer rights now apply to online shopping as well. 

• There is a greater emphasis on service and product quality, where both the service provider and the manufacturer can be held responsible if there are deficiencies in the service or product. 

• Also, penalties have been provided, including jail sentence. The facility of mediation process to resolve disputes with the help of neutral mediator has also been provided at all three levels (district, state, national) of the Consumer Commission, so that dispute settlement can be more simple and quick.

3. Challenges

• Even though it has been 35 years since COPRA came into force, awareness among consumers in India is increasing at a slow pace. 

• Laws to protect the interests of consumers and workers in the unorganised sector are still weak, making the problems in this sector more visible. 

• Moreover, there is no effective compliance of rules and regulations in the market, making violation of consumer rights and resolution of complaints challenging.

4. The way forward

• Consumers have to play an important role in making the consumer movement effective by their active participation. 

• Partnership and collective struggle of all is necessary for a successful consumer movement.

•  Besides, through voluntary efforts and spreading awareness, consumers can contribute towards the protection of their rights and their effective enforcement.