CONSUMER AWARENESS.pptx

8/16/2019 CONSUMER AWARENESS.pptx

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ConsumerAwareness, Rights,Responsibilities and

Protection

By:Lakshmi Bansal


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Acknowledgement

We would like to thanks our Commerceteacher Miss wati Mam who ga!e us thiswonder"ul pro#ect which help us a lot in

doing a lot o" important research and weare able to enhance our knowledge onthis topic$ We would like to thanks ourparents too who helped us in %nishing ourpro#ect on time$ &hanks again to all whohelped us$ We made this pro#ect not onlyto "etch good marks but to enhance

knowledge also$


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Who 's A Consumer(

• A consumer is said to be aking o" the "ree marketeconomy$ &he earlierapproach means )let thebuyers beware* $+owe!ernow it has been changed to)let the sellers beware*$


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HOW

CONSUMERISEXPLOITED?


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Consumer Rights and Responsibilities

Consumer Rights

+ence, (n er t+e Cons(mer Prote)tion #)t -./,0o"ernment o& In ia +as pro"i e )ertain ri!+ts tosa&e!(ar )ons(mers interests*


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Consumer Rights

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se

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Hear

Ri!+t toseekRe ressal

Ri!+ttoE ()at

ion

A consumer has a right to be in"ormed about the ingredients,.uality, .uantity, purity, standard or grade, date o" manu"actureand price o" goods he intends to buy$Also, suppliers and dealers must in"orm consumers about thesa"ety precautions to be taken while using products to a!oid lossor in#ury$'n the gi!en e-ample, the gas supplier should in"orm the

consumer to stop the /ow o" gas with the help o" regulator whenit is not in use$


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Consumer Rights

Ri!+tto

Sa&et%

Ri!+t to$eIn&orme

Ri!+ttoC+oo

se

Ri!+tto $e

Hear


Ri!+ttoE ()at

ion

A consumer has the &ree om )+oose t+e !oo s nee e &roma "ariet% o& pro ()ts* &his implies that dealers and traders should o0er a !ariety o"products to consumers and should a!oid using pressure tactics to

sell goods o" poor .uality$


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Consumer Rights

Ri!+tto

Sa&et%

Ri!+t to$eIn&orme

Ri!+ttoC+oo

se

Ri!+tto $e

Hear


Ri!+ttoE ()at

ion

A consumer has a right to %le a complaint and to be heard bymanu"acturers, dealers, ad!ertisers$ 1o!ernment and public bodiesin case o" dissatis"action with a good or ser!ice$


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Consumer Rights

Ri!+tto

Sa&et%

Ri!+t to$eIn&orme

Ri!+ttoC+oo

se

Ri!+tto $e

Hear


Ri!+ttoE ()at

ion

I & a )ons(mer +as a )omplaint or !rie"an)e (e to (n&airtra e pra)ti)es like )+ar!in! +i!+er pri)es, sellin! o& poor'(alit% or (nsa&e pro ()ts, an so on, +e +as a ri!+t to !etrelie&* &he consumer has a right to get the de"ecti!e goods replaced ormoney re"unded by seller or dealer$


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Consumer Rights

Ri!+tto

Sa&et%

Ri!+t to$eIn&orme

Ri!+ttoC+oo

se

Ri!+tto $e

Hear


Ri!+ttoE ()at

ion

Cons(mer e ()ation empo1ers )ons(mers to e2er)ise t+eir)ons(mer ri!+ts*or this purpose, consumer associations, educational institutionsand 1o!ernment policy makers are e-pected to educate andin"orm consumers about the rights and the relie"s a!ailable tothem$ &oday, a consumer also needs to know about go!ernment

policies and introduction o" new technology$


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Consumer Rights and ResponsibilitiesConsumer

Responsibilities

Consumer rights, by themsel!es, cannot be e0ecti!e in achie!ingthe ob#ecti!e o" consumer protection$ &o achie!e consumerprotection, consumers also need to understand theirresponsibilities$or e-ample, to e-ercise the right to seek redressal o"complaints, a consumer must take all precautions to choose theright good, at the right price and must learn how to use productsto pre!ent in#ury or loss $Let us understand the !arious responsibilities which a consumershould keep in his mind while purchasing, using or consuminggoods and ser!ices$


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Responsibilities

234 A consumer should be aware o" !arious goods and ser!icesa!ailable in the market in order to make an intelligent choice$


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Responsibilities

254 A consumer should purchase only standardi6ed goods "or.uality assurance$ &hey should check ' ' mark on electricalgoods, A1MAR7 on agricultural products, +ALLMAR7 on #ewelry,to mention a "ew$


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Responsibilities

284 A consumer must know about the risks associated withproducts and ser!ices, "ollow manu"acturer9s instructions anduse the products sa"ely$


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Responsibilities

2 4 Be"ore purchasing goods, a consumer should read labelscare"ully to get in"ormation about prices, net weight,manu"acturing and e-piry dates, and so on$


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Responsibilities

2;4 A consumer should ensure that he gets a "air deal and shouldbe honest in his dealings$ +e should purchase legal goods andser!ices only and discourage unscrupulous practices like black<marketing, hoarding and so on$


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Responsibilities

2=4 >n the purchase o" goods and ser!ices, consumers shouldask "or a cash memo as a proo" o" the purchase made$


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Responsibilities

2?4 Consumers must %le a complaint in an appropriate consumer"orum in case o" any shortcoming in the .uality o" goodspurchased or ser!ices a!ailed$


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Responsibilities

2@4 Consumers should "orm consumer organisations that wouldplay an acti!e part in educating consumers and sa"eguardingtheir interests$


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Responsibilities

&here is a well known saying that ) t+ere)annot $e ri!+ts 1it+o(t

responsi$ilities *$+ence, a consumer should also keep in mind hisresponsibilities while purchasing, using or consuming

goods and ser!ices$


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Cons(merprote)tion 3

#n O"er"ie1


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Consumer protection: An o!er!iewConsumerProtection

Manu"acturers and ser!ice pro!iders o0er products and ser!icesto "ul%ll needs and wants o" consumers, on the one hand and toincrease the le!el o" pro%t, sales and market share, on the

other$


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+owe!er, in an attempt to increase their sales and market share,these producers may be tempted to engage in un"air tradepractices like de"ecti!e and unsa"e products, adulteration, "alse

and misleading ad!ertising, black


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+ence, there is a need to pro!ide ade.uate protection toconsumers against such practices o" the sellers$


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According to the Cambridge Ad!anced Learning ictionary,)Consumer protection is the protection o" buyers o" goods andser!ices against low .uality or dangerous products andad!ertisements that decei!e people$*


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Consumer protection includes educating consumers about theirrights and responsibilities, and helping them to seek redressal o"their grie!ances$


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Importan)e o&Cons(mer

prote)tion C i A ! !i


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Consumer protection: An o!er!iew'mportance o" Consumer

Protection

Ma#ority o" consumers are ignorant about the rights and relie"sa!ailable to them$ +ence, it becomes necessary to educatethem about the same to achie!e consumer awareness$

C i A ! !i


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Protection

Consumers need to get together and "orm themsel!es intopower"ul consumer organisations to protect and promote theirown interests$

C i A ! !i


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Protection

Consumer protection plays a !ital role as consumers might bee-ploited by unscrupulous, e-ploitati!e and un"air tradepractices products, adulteration, "alse and misleadingad!ertising, hoarding, black


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Protection

C t ti A ! !i


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Protection

Business %rms should aim at long


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Protection

Business organisations use resources which belongs to thesociety$ +ence, it is a responsibility o" business %rms to o0erthose products and ser!ices that are in public interest$

C t ti A ! !i


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Protection

Business organisations make money by selling goods andser!ices to consumers$ +ence, "orm an important group o" stakeholders and business organisations should take care o" thegroup$

Cons mer protection: An o!er!ie


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Protection

't is the moral duty o" any business organisation to take care o"consumer9s interest and a!oid any "orm o" their e-ploitation$

Consumer protection: An o!er!iew


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Protection

A business %rm should take care o" consumers9 needs interests as its in!ol!ement in any "orm o" e-ploitati!e tradepractices would in!ite go!t$ inter!ention or action$ uch go!t$inter!ention may damage the image position o" the company



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Consumer protection: An o!er!iewLegal Protection to

Consumers

'n order to pro!ide ade.uate protection to consumers the1o!ernment o" 'ndia has enacted a number o" regulations$



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Consumers

&he Act pro!ides sa"eguards to consumers against di0erent"orms o" e-ploitation such as de"ecti!e goods, de%cient ser!ices,un"air trade practices and so on$

The Consumer Protection Act 1986



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Consumers

&he Act also makes pro!ision "or establishment o" consumercouncils and other authorities "or the settlement o" consumerdisputes and matters therewith connected$

The Consumer Protection Act 1986



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Consumers

&he Act lays down the conditions in which the promises madeby parties to a contract will be binding on each other$ &he Actalso signi%es the remedies a!ailable to parties in case o" breacho" contract$

The Contract Act 1982



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Consumers

&he Act pro!ides some sa"eguards and relie"s to the buyers o"the goods, i" the goods purchased do not comply with impliedconditions or warranties$

The Sale of Goods Act, 1930



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Consumers

&his Act was enacted to ensure the easy a!ailability o" essentialcommodities to consumers and to protect them "rome-ploitation by pro%ters, hoaders and black


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Consumers

&his Act prescribes grade standards "or agricultural commoditiesand allied commodities$ &hese are known as )A1MAR7*standards an acronym "or Agricultural Marketing$ &he Act laysdown the procedure "or grading, marking and packing o"agricultural produce$

The A!ricultural Produce "Gradin! and #ar$in!% Act, 193&



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Consumers

&he Act aims to protect the consumers "rom poisonous andharm"ul "oods and pre!ent the sale o" substandard "oods inorder to maintain public health$

The Pre'ention of (ood Adulteration Act, 19 )



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Consumers

&he pro!isions o" this Act are applicable in case o" those goodswhich are sold or distributed by weight, measure or number &heAct aims at ensuring that consumers get products with the right

weight and measurements$

The Standards of *ei!hts and #easures Act, 19&6



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Consumers

&his Act has replaced the &rade and Merchandise Marks Act,3 ;@$ &he Act pro!ides protection to consumers by pre!entingthe use or "raudulent marks on products$

The Trade #ar$ Act, 1999



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Consumers

&his Act has replaced the Monopolies and Restricti!e &radePractices Act, 3 = $ &he Act pro!ides protection to consumersby re"raining traders to promote any acti!ity which hampers

competition in the market$

The Com+etition Act, 2002



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Consumers

&his Act pro!ides "or the establishment o" the Bureau o" 'ndiantandards "or the harmonious de!elopment o" the acti!ities o"

standardisation, marking and .uality certi%cation o" goods$

The ureau of -ndian Standards Act, 1986



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Consumers

&his Act permitted manu"acturers to use the ' ' Mark on theproducts a"ter ensuring that the goods con"orm to the prescribed.uality standards$




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Consumers

&he Bureau has also setup a grie!ance cell where consumerscan make a complaint about the .uality o" products carrying the' ' mark$




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Consumer protection: An o!er!iewWays and Means o" Consumer

Protection

&here are !arious ways o" protecting the interest o" consumers$



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Consumer protection: An o!er!iewWays and Means o" Consumer

Protection

&he business organisations themsel!es can promote consumerprotection by regulating their own beha!ior and actions$



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pWays and Means o" Consumer

Protection

ocially responsible %rms "ollow ethical standard and practicesin dealing with their customers$



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Protection

irms establish customer ser!ice and grie!ance cell to redressthe problems and grie!ances o" their consumers$



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Protection

&he associations o" trade, commerce and business likeederation o" 'ndian Chambers o" Commerce o" 'ndia 2 'CC'4 and

Con"ederation o" 'ndian 'ndustries 2C''4 can check un"air trade

practices used by some business organisations through their



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Protection

'n order to protect his interests a consumer should know therights and relie"s a!ailable to him$



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Protection

Consumer organisations awaken consumers by educating themabout their rights$



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Protection

&hese organisations pro!ide protection to consumers by takingorganised action and "orcing business %rms to adopt "air tradepractices$



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Protection

&he 1o!ernment can protect consumers interest throughlegislati!e, e-ecuti!e and #udicial actions$ &he e-ecuti!e shouldstrictly en"orce the laws passed by the 1o!ernment$



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pRedressal Agencies under the Consumer

Protection Act

'n order to resol!e consumer disputes, the Consumer ProtectionAct 3 @= pro!ides "or the establishment o" a three tieren"orcement machinery at the Dational, tate and istrict le!els$



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Redressal Agencies under the ConsumerProtection Act

&hese are the Dational Consumer isputes RedressalCommission 2Dational Commission4, the tate Consumer

isputes Redressal Commission 2 tate Commission4, theistrict Consumer ispute Redressal orum 2 istrict orum4,

respecti!ely$



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Redressal Agencies: istrictorum

istrict orumEnder Consumer Protection Act the state 1o!ernment has to setup a istrict orum in each district o" the tate$



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Fach istrict orum consists o" a President, who is .uali%ed to bea district #udge and two other members, one o" whom should bea women$ &hey are appointed by the tate 1o!ernmentconcerned$



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&he istrict orum has the #urisdiction to deal with allcomplaints where the !alue o" the goods or ser!ices and thecompensation claimed is less than Rs$ 5G lakh$



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Redressal Agencies: tateCommission

tate CommissionLike the istrict orum, the tate Commissions are set up by therespecti!e tate 1o!ernment in the tate$ Fach tateCommission consist o" a President, who is or has been a #udge o"a +igh Court, and two other members, one o" whom should be awoman$



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Redressal Agencies: tateCommission

&hey are appointed by the tate 1o!ernment Concerned$



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Redressal Agencies: DationalCommission

Dational Commission &he Dational Commission is set up by the Central 1o!ernment$ &he Dational Commission consists o" a President, who is or hasbeen a #udge o" upreme Court, and "our other members, one o"whom should be a women$ &hey are appointed by the Central1o!ernment$



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Redressal Agencies: DationalCommission

&he Dational Commission has the #urisdiction to take up allclaims and grie!ances e-ceeding the !alue o" Rs$ 3 crore$ &hecommission also has power to entertain appeals against theorders o" any tate Commisssion$



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Process o" Redressal o" Complaints

&he Dational Commission, tate Commission and istrict orumsneed to decide complaints within a period o" three months "romthe date o" notice recei!ed by consumers i" a complaint does notre.uire analysis on testing o" commodities, and within %!emonths i" it re.uires analysis or testing o" commodities$



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>n the receipt o" a complaint, a copy o" the complaint is to bere"erred to the trader against whom the complaint is %led$ &hegoods or a sample may be sent "or testing in a laboratory, i"re.uired$ &hen, the complaint will be decided a"ter considering

the test report "rom the laboratory and hearing the trader$



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An order passed by a istrict orum is appealable be"ore theconcerned tate Commission, by a state Commission isappealable be"ore the Dational commission, and by a DationalCommission is appealable be"ore the upreme Court within a

period o" 8G days$



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>n %nding a consumer9s complaint genuine a consumer courtmay ask a trader, against whom the complaint is %led$



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Relie" A!ailable to Consumers

234 &o remo!e the de"ect in goods or de%ciency in ser!ice$


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284 &o re"und the price or charges paid "or a product or a ser!ice,respecti!ely$



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2 4 &o pay a reasonable amount o" compensation "or any loss orin#ury su0ered by the consumer due to the negligence o" thetrader or dealer$



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2;4 &o pay compensation in e-cess o" actual damage inappropriate circumstances$



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2=4 &o discontinue the un"airHrestricti!e trade practice and not torepeat it in "uture$



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2?4 &o cease manu"acturing o" ha6ardous goods and withdrawthe same "or sale$



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2@4 &o pay any amount 2not less than ;I o" the !alue o" thede"ecti!e goods or de%cient ser!ices pro!ided4, to be credited tothe Consumer Wel"are und or any other organisationHperson, tobe utilised in the prescribed manner$



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2 4 &o issue correcti!e ad!ertisement to neutralise the e0ect o" amisleading ad!ertisement$



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ummary'n a nutshell, consumer protection re"ers to the acti!ities o"go!ernment, business and independent organisations designedto protect consumers "rom un"air trade practices like de"ecti!eand unsa"e products, adulteration, "alse and misleadingad!ertising, black


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ummary

ious ways in which the ob#ecti!e o" consumer protection can be achie!234 el" regulation by business,

254 BusinessAssociations,284 ConsumerAwareness,2 4 Consumer >rganisations,

2;4 1o!ernment

&he Consumer Protection Act, 3 @= mandates establishment o".uasi


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CONSUMER AWARENESS.pptx

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