seminars TOr S t u a e n t s ana teachërs.

awareness camps, workshops,

7.4
RECENT DEVELOPMENTS IN CONSUMER PROTECTION IN INDIA
A The Consumer Protection Act, 2019: The Consumer Protection Act, 1986 in present time
has thus, become archaic and the time has come to repeal and replace it with the Consumer
Protection Act, 2019. The New Act received its accent from the President orn 9th August
2019. The Consumer Protection Act, 2019, provides mechanisms for making the consumer
complaint system more robust. The earlier Act faced huge anomalies where the problems of
consumers related to e-commerce, product liability, more than 4.8 lakh pending consumer
cases in the Consumer Courts, misleading advertisements were not attended instantly. Since.
Justice Delayed is Justice Denied' any delay in seeking redressal by consumers reduces their
trust in the system.
Innovative methods such as mediation, Central Cornsumer Protection Authority,
product
liability, mediation centres attached to consumer commissions, unfair contracts, class action
suits are nOW a
part of the Consumer Protection Act, 2019 and as soon as the Rules are notified
the implementation New Act would begin, the new
redressal to consumers and would be a game
techniques would provide speedy
changer. It is believed that the new legislature
would be able to overcome the anomalies in the old Act and
would be a pathbreaker. Salient
features of the Consumer Protection Act, 2019 are:
Some of the key highlights of the Consumer
Protection Act,
2019 Act which proposes slew
measures for
protection of consumers are:
1. Establishment of Consumer Commissions: To
summary redressal of consumer
provide inexpensive, speedy and
quasi judicial-a
proceeding
disputes,
up in each District and State and at the quasi-judicial
bodies have been set
conducted by called as the District national level, which now would be
an Commissions, the State Commissions and the Nationa
administrative Commissions
35 State
respectively. At present, there are more than 600 District
or executive Commissions with the National Consumer Forums a
official that is
similar to court
(NCDRC) the apex. NCDRC has
at
its office at
Disputes Redressal Commission
proceedings. Janpath, New Delhi. Janpath Bhawan, A Wing, 5" Floor,
Thus, the three-tier system in the New
Act would be the same as set in the
Protection Act, 1986 at up Consumer
of district, state and national levels. The
adjudicatory bodies increased in case of District pecuniary jurisa
Commission to 1 Crore, in
ca
 Consumer Protection in India
167
ofState ConCammission betwecn 1 Crore to u
National Crore and
Commission
10crore. Since the access to District Commissions better compared to state and a

10 cro commissions, the increase in limit to 1I crore of District

Commissions
would be a welcome step in terms of convenience and accessibility.
Consumer Protection Authority (CCPA: The Act proposes establishment
Central Consumer P'rotection
Authority (CCPA), similar to
central regulator,
of ral Trade Commission in US. The Authority would address matters related
a

to
consumer rights, unfair trade practices, misleading advertisementsand impose
and fake products. As a regulator CCPA would have the
alties for selling faulty
to take suo motu action towards the manufacturers, sellers and service
p owers
owe
can act on:
Thus, CCPA
providers
of unfair trade practices,
(a) complaints
issue safety guidelines,
(b) discontinuation of services,
recall or
(c) order product
to other regulators,
(d) refer complaints and
such as imposing penalties,
has punitive powers
(e) commissions
consumer
actions betore
() can file of c o n s u m e r rights or
unfair trade practices
matters
Intervene in proceeding in
(g) Investigation Wing by
headed a Director-
will have an
The Central Authority under the Act which
or investigation
General for the purpose of conducting inquiry
2019.
addition in the Consumer Protection Act,
is a new
Protection Act, 2019 envisages
Chapter II of the Consumer in
3. Consumer
Councils:
Councils at the Centre,
in all the States and
Consumer Protection
setting up of the for establishment
1986 Act the New legislature also provides
each district. As in the The object ot
National, State and District.
three levels:
of Advisory Councils at of the c o n s u m e r s .
The Councils
and protect the rights and play an
the Councils is to promote the c o n s u m e r s
deliberative bodies for The
are very important and potent in rural areas.
movement, especially
the consumer functions
mportant role in spreading that the present
market system
Councils act as the catalyst
for change so
their needs.
e r s and for satisfying
for the welfare of the c o n s u m under
claim for compensation
Froduct Liability: Chapter
VI applies to every a detective
*
for harm caused by
a complainant
any
a product liability action by serviced by a product service
manufacturer or
manufactured by producta be brought by
PrOauct A product liability action may
Provider or sold by a product
seller. service provider Or
manufacturer or a product a
a
complainant against a product him on account o
for any harm caused to
seller, as the case may be,
product
defective product.
A product manufacturer shall be liable
in product liability
action,
i
defect; or
)the product contains a manufacturing
6) the product is defective in design; or
 Consumer Affairs
and Customer Care
168
specifications; or
deviation from manufacturing
c)there is a
to the express warranty; or
the product does not conform
(d) instructions of correct ncao to prevent
to contain adequate usage
(e) the product fails or incorrect usape
regarding improper
or any warning
any harm
introduces the concept of mediation for
5. Mediation: Chapter
V of the Act provid
The State Government, by notificationng
to each o Would
to consumers.
speedy redressal which would be attached
mediation cell
open a consumer

Commissions of that State. The Central

irict
Commissions and the State
c o n s u m e r mediation cell to be atfach
notification, a
would also establish, by
o
and each of the regional Benches. A Consumer Media.
the National Commission who would act as mediatore
of as may be prescribed
would consist persons
cell
between the business and
the consumers with a i
try to resolve complaints
consumer mediation cell would maintain
situation for both the parties. Every

(a) a list of empanelled mediators;

the cell;
(b) a list of cases handled by
)record ofproceeding; and
information as may be specified by regulations.
(d) any other to the District
Consumer Mediation Cell
would submit a quarterly report
Every to which it would be
the National Commission
Commission, State Commission or
attached.
contract between a manufacturer or trader or
6. Unfair Contracts: It means a

consumer on the other, having such terms which

service provider on one hand, and a
the rights of such consumer, including the following:
cause significant change in
to be given by a consumer for
i) requiring manifestly excessive security deposits
the performance of contractual obligations.
thereof
the consumer, for the breach of contract
(ii) imposing any penalty on to such breach to the
which is disproportionate to the loss occurred due
wholly
other party to the contract.
debts on payment of applicable Penalty
ii) refusing to accept early repayment of without
terminate such contract unilaterally,
iv) entitling a party to the contract to
reasonable cause.
the
(v) permitting or has the effect of permitting one party
to assign the contract to
detriment of the other party who is a consumer, without his consent.
condition
(vi) imposing on the consumer any unreasonable charge, obligation or

which puts such consumer to disadvantage.

7. Ease in Filing of Complaints: Several provisions aimed at simplifying the consumer
have been addea.
adjudication
disputeinclude, process in the consumer commissions
These among others, enhancing the pecuniary jurisdiction of the consumer
in the
redressal agencies, increasing minimum number of members
disputes
 Consumer Protection in India
169
consumer fora to facilitate quick disposal of complaints, power to review
ordets by the state and district commission, constitution of 'circuit
their
bench' to
quicker disposal of complaints, retorming the process for the appointment
facilitate
af the president and members of the district fora, and deemed
admissibility of
complaints if the question of admissibility is not decided within the
specified period
of 21 days.
The Act now allows consumers to file their complaints with the consumer courts
from anywhere. This is a big reliet as earlier consumers were required to file
complaint in the area where the seller or service provider was located or where the
transaction had taken place. This is a welcoming change, especially with the rise in
ocommerce purchases, where the seller could be located anywhere. In addition, the
Act also enables the consumer to file complaints electronically and in the Consumer
Commissions and seek a hearing through video conferencing, saving both money
and time and also a big relief to physically challenged consumers.
8. F-Commerce and Direct Selling Guidelines: E-commerce guidelines would be
mandatory under consumer protection law which would include 14day deadline
to effect refund request. It would mandate e-tailers to display details of sellers
supplying goods and services on their websites and moot the procedure to resolve
consumer complaints. The e-commerce companies would also be required to ensure
at personally identifiable information of customers are protected. Display terms
of contract between e-Commerce entity and the seller relating to return, refund,
exchange, warranty/guarantee, delivery /shipment, mode of payments, grievance
redressal mechanism etc. to enable consumers to make informed decisions.
9. Strict Penalties for Endorsers: Under the New legislature if the Central Consumer
Protection Authority is satisfied after investigation that any advertisement is falseor
misleading and is prejudicial to the interest of any consumer or is in contravention
of consumer rights, it may issue directions to the concerned trader or manufacturer
or endorser or advertiser or publisher, as the case may be, to discontinue such
advertisement or to modify the same.
The Central Authority may also have the powers to impose a penalty in respect of falseor
to ten lakh
misleading advertisement, by a manufacturer or an endorser, which may extend
manufacturer or endorser, it may impose a
rupees. For every subsequent contravention by a
if it deems it
penalty, which may extend to fifty lakh rupees. Further, the Central Authority
advertisement from
necessary, it may, by order, prohibit the endorser of a false misleading
or

which may extend to one year.

making endorsement of any product or service for a period
Itis believed that the Consumer Protection Act, 2019 would play a key role in strengthening

the consumer movement in India. The innovative methods added in

the New Act would act
who would
or E-Commerce company
serve as a deterrent to any trader or service provider
think twice before cheating consumers.
has launched a mobile application
B. Smart Consumer Application: The Government
scan the bar code
of the product and
Smart Consumer" to enable the consumer to
details of manufacturer,
all details of the product such as name of the product,
get
 Consumer Affairs and Customer Care
170

month of manufacture, net

content and consumer care details for
year and
defect.
complaint in case of any
C. Consumer App: In order to help consumers to seek advice and register eir

complaints the Department of Consumer

Affairs has launched a Consumer Ann on
01-10-2019. The App is available in both Hindi and English on Android as l as
i0S platform. Through the Consumer App, a consumer can register its complaint
grievance and also give suggestions. In the month of October, almost 3020comnlain
ts
were received, out of which 2000 complaints have been resolved. The App aims
at

giving a fair resolution within 60 days.

D. Grievances Against Misleading Advertisements (GAMA): In its endeavor to
address the problem of misleading advertisements, the Government has launched
a portal called "Grievances Against Misleading Advertisements (GAMA)'" for
registering complaints online. A Consumer can register a complaint along with a
copy/video/audio of such advertisement through the web portal.
E. Online Dispute Resolution: An Online Consumer Mediation Centre, established
at the National Law School of India University, Bengaluru under the aegis of
Ministry Of Consumer Afairs, Government of India aims to provide for a state-
of-the-art infrastructure for resolving consumer disputes both through physical as
well as online mediation through its platform. The center will provide innovative
technology for consumers and organisations to manage and resolve conflicts and
to propel online mediation as a first choice to resolving consumer disputes. This is
an innovative tool that affords consumers better access to justice through quick and
easy redressal mechanism and at the same time provide opportunity for businesses
to maintain good customer relations.
E. Online Consumer Communities: In association with the Local Circles, media
platform, the Government has launched a social media platform 'Online Consumer
Communities' for citizens to discuss and opine about governance and daily life
issues. Through this, a citizen can get connected with their
Government, City,
Causes, Neighborhood, Interest, needs and any other communities they are a part of.
G. Campaign on Internet Safety: India has currently one of the largest number of
internet users. With the rapid increase in
of internet safety needs to be
digitization across all spheres, the message
integrated into the everyday
tasks that the consumer
undertakes online. Government in association with a Partner Company has initiated
a year-long campaign organizing 'Digital Literacy, Safety & Security' workshops to
educate users about the challenges of internet
safety and security.
H. Consumer Awareness: The Government has been
conducting
a
multimedia awareness campaign since 2005 on various issues related to consumer
countrywide
rights and responsibilities across diverse subjects. "Jago Grahak Jago" [Awake
Consumers awake] has today become a household axiom. In order to create
awareness among the people living in rural and backward areas, the Government
has decided to take part in important fairs/festivals of various states/UTs,
in
of the fact that such fairs/festivals draw a large number of people from rural and
view
backward areas.
 Consumer Protection in India
171
New Initlatives (Te vgd)
BRAMAK SA
14400 ,

Consumer

JATIONAL CONSUMER HELPLINE: GOvernment of India has set National Consumer

lo (NCH)
Helpline (NCH), with a toll-free number 1800-1-4000 or 14404, which provides advice,
informatic
ation and guidance to empower consumer and persuade businesses to reorient their
uand management systems
policy
to address consumer concerns and
grievances
adopting
rds. NCH is a project of the Union Ministry of Consumer Affairs
g l o b a ls t a n d a r d

operates under
the Centre for Consumer Studies at Indian Institute of Public Administration from The Project
the need of consumers for a Telephone Helpline to deal with multitude of
recognizes

with business and service providers. problems

in their day-to-day dealings
arising
A consumer can call NCH to seek information, advice or guidance for his
queries and
complaints.

Helpline Supports Consumers by

National Consumer
Guidingconsumers in finding solutions to problems related to Products& Services.
Providing information related to Companies and Regulatory Authorities.
Facilitating consumers in filing complaints against defaulting Service Providers
Empowering consumers to use available Consumer Grievances Redressal
Mechanisms, Educating Consumers about their Rights and Responsibilities.

NCH VISION

A Nation of awakened, empowered and responsible consumers and socially and legally
responsible Corporations."

NCH MISSION
"To provide telephonic advice, information and guidance to empower Indian consumers
and persuade businesses to reorient their policy and management systems to address
comsumer concerms and grievances adopting world class standards."
NCH responds to more than 40,000 complaints in a month, and it has partnered with
oT than 370 major companies to whom complaints are transferred online for resolution and
edback from them. An Integrated Grievance Redress Mechanism (INGRAM) portal
e d tor bringing all stakeholders such as consumers, Central and State Government
P V a t e companies, regulators, Ombudsmen and call centers etc. on to a sirngie
 Customer Care
172 Consumer Affairs and

consumers to protect their rights and

awareness among
platform. The portal helps in creating online their grievances through
Consumers can register
inform them of their responsibilities. this portal.
is accessible now through
this portal. The National Consumer Helpline
have been set up bv
State Consumer Helplines
STATE CONSUMER HELPLINES:
to Alternate Consumer Disputes Redressal
State Governments with the objective encourage mediation.
mechanism at State level and help in resolving cases through
7.5 CITIZEN CHARTER

is essential for
world over that good governance
It has been recognised the
sustainable development, both economic
and social. The three essential aspects emphasised in
and responsiveness of the administration.
good governance are transparency, accountabilityto the
The "Citizen's Charters initiative" is a response quest for solving the problems which
a citizen encounters, day in and day out, while dealing with organisations providing public
services.
between the service provider and
The concept of Citizen's Charter enshrines the trust
in the United Kingdom by the
its users. The concept was first articulated and implemernted
Conservative Government of John Major in 1991 as a national programme witha simple aim:
to continuously improve the quality of public services for the people of the country so that
these services respond to the needs and wishes of the users. The programme was re-launched
in 1998 by the Labour Government of Tony Blair which rechristened it "Services First".
The basic objective of the Citizen's Charter is to empower the citizen in relation to public
service delivery. The six principles of the Citizen's Charter movement as originally framed
were: Citizen's Charter is a document which represents a
systematic effort to focus on the commitment of the
() Quality: Improving the quality of services; Organisation towards its Citizens in respects of Standard
of Services, Information, Choice and Consultation,
(i) Choice: Wherever possible; Non-discrimination and Accessibility, Grievance Redress,
Courtesy and Value for Money.
(ii) Standards: Specifying what to expect and how to act if standards are not met;
(iv) Value: For the taxpayers' money;

(v)Accountability: Individuals and Organisations; and

(vi) Transparency: Rules/Procedures/Schemes/Grievances.
These were later elaborated by the Labour Government as the nine principles of Service
Delivery (1998), which are as follows:
(i) Set standards of service;
(i) Be open and provide full information;
(ii) Consult and involve;
(iv) Encourage access and the promotion of choice;

(v) Treat all fairly;

(vi) Put things right when they go wrong:
 Consumer Protection in Indha
173
resources effectively;
vi) Use
Innovate and improve;
(vii)
with other providers.
ix) Work

Charter: The
Indian Scenario
Citizen
Conference of Chief Ministers of various States and Union Territories held
Ata iow Delhi, an "Action Plan for Effective and Responsive 24 on

May Government"
Centre and:State levels was adopted. One of the major decisions at that
at the
and State Governments would formulate Citizen's
Conference
was that the Central Charters, starting
with those ectors that have a large public intertace (e.g., Railways, Telecom, Posts, Public
tribution Systems and the like). These Charters were to include first, standards of service
l l as the time limits that the public can reasonably expect for service delivery, avenues
as
of grievance redressal and a provision for ependent scrutiny through the involvement of
citizen and consumer groups.

The Department of Administrative Reforms and Public Grievances in Government of

India (DARPG) initiated the task of coordinating, formulating and operationalising
Citizen's Charters. The guidelines for formulating the Charters as well as a list of do's and
don'ts were communicated to various government departments/organisations to enable
them to bring out focused and effective charters. For the formulation of the Charters, the
government agencies at the Centre and State levels were advised
to constitute a task force with

representation from users, senior management and the cutting edge staff.
The Charters are expected to incorporate the following elements

) Vision and Mission Statements;

(i) Details of business transacted by the organisation;
ii) Details of clients;
(iv) Details of services provided to each client group;
(v) Details of grievance redressal mechanism and how to access it; and

(vi) Expectations from the clients.

has additional
Primarily an adaptation of the UK model, the Indian Citizen's Charter of the
an

component of 'expectations from the clients' or in other

words 'obligations users
and other stakeholders in
of consumer organisations, citizen groups,
vovement
tne tormulation of the Citizen's Charter is emphasised to ensure that the Citizen's Charter
evaluation ot the
meets the needs of the users. Regular monitoring, review and
Charters, both internally and through external agencies has been enjoined.
formulated by the Cerntral Government
AS on March, 2005, 107 Citizen's Charters had been or tate
Ministries/Departments/Organisations and 629 Charters by various agencies
GOvernments & Administrations of Union Territories. Most of the national Charters d
wIn
The organisations
e d on the government's websites and are open to public scrutiny. such meanis
have been advised to give publicity to their Charters through
narters
as
print/electronic media and awareness campaigns.
 Consumer Affairs and Customer Care
174

Citizen Charter
The Ministry of Consumer Affairs
Citizens' Charter of the Department of Consumer Affairs is a declaration of co.
of the Department to achieve excellence in the tormulation and implementation of men
and procedures of the Department of Consumer Affairs for the benefit of consiuies policies
the public at large. Department of Consumer Affairs is the nodal agency for formulab
National Consumer Policy, implementing various consumer related programmes, forminla.of
standards Bureau of Indian Standards (BIS), and Testing & Evaluation #h
through rough
National Test House, a sub ordinate a subordinate office for fulfilment of all other obier
ectives
as mentioned in the vision of the department. In this proOcess the department consults and
collaborates with the following stakeholders state governments and union territories from
Food, Consumer Protection and Legal Metrology department. Full two responsibility centres
namely Bureau of Indian Standards and National Test House, National Consumer Disputec
Redressal Commission (NCDRC), Indian Institute of Public Administration and National
Law Schools, Federation of Indian Chamber of Commerce and Industry (FICCI) and leadin
voluntary consumer organisations and all consumers under various disciplines across the
country are consulted. The document mentions how consumers can get speedy redressal and
the Charter is updated every year.

7.6 PRODUCT TESTING

This part discusses how Comparative Testing and National Test House
play an important
role in helping consumers make the right choice about the various
quality parameters before
making a purchase.
Comparative Testing (CT) means the testing of different brands offered to the consumer in
a
product category and having the same purpose, the results of which tests provide consumers
with unbiased information on the characteristics of these
has to select a soap bar then for
products. For example, if a consumer
comparative testing purposes based on the market share of the
brands atleast ten different soap bars would be
bought. After that the label would be codified
and they would be given names such as A, B, C and so on. After that
the lab for testing. The laboratory based on the nature of the
they would be send to
product would do the testing on
various parameters. For example in case of a it would be
soap
Cleaning efficiency
Surface damage
Mushiness
Foam/Lather
Matter insoluble in alcohol
Moisture
Alkanity
.Retention
Further results would be communicated by the
laboratory to the organization which wou
show which brand has stood first, second and so on. Since
it is third party certification it heips
 Consumer Protection in India
175

themselves and empowers right choice. consumers to make the

t h e c o m p a n i e s
toimprove
nisations are supported by government they do not accept any commercial
A s t h e s e o r g a n i s a t i o r

ce of products for Comparative Testing by an organisation depends upon

advertising Choice
share and
price range.
theirnationwide a v availability, market
nationwide is not new in many developed countries. In USA, it has
of c o m p a r a t i v e testing
The concept The laboratories of Consumer Union have been coming
than 75 years.
racticed for more
been} since 1936 and their first publication was regarding bottled milk
test reports
with product magazine Consumer Reports. The CU's tests now called as Consumer's
n their
monthly from cars to coffee to vitamin tablets.
"Which'
magazine from
test results range have all been publishing
and he Consumer' from New Zealand
I n t e r n a t i o n a l

Choice' of Australia consumers.

and have been

reckoned by many
est results
test in the market which offer very similar features,
are various brands available
When there for the consumer. For buying products and
rational decision is a tough task
making
a
information about the quality, durability,
after sales
services consumers require updated the consumers in making a logical
the retailer. Comparative testing helps
service offered by influence and bend the market to
their demands. The
decision and enables them to
Durchase as well as redress
consumers can force
a review of production processes
demands from
mechanisms.
various Voluntary Consumer
Consumer Affairs has been financing
The Ministry of Products and Services. This helps the
for conducting comparative tests of
Organizations decisions diligently. It confirms and
consumers to compare
the products and take purchase Consumer
to Indian Consumers in the
to Choose" which is guaranteed
protects the "Right of laboratory tests conducted
Protection The test results are based on the findings
Act, 1986.
by the concerned NGOs/VCOs. for it serves as a powerful link
is crucial to the protection of consumer rights
Testing and the manufacturers. It brings
the consumer to the
between the consumers, the government consumer position
in
and selling, thus strengthening
center-stage of product manufacturing and quality maintenance.
the wider perspective of product conceptualisation, manufacturing of the
the Sathi Nair Committee started in India with
Ihe comparative testing programme testing ot products
of Civil Supply and Public Distribution supporting comparative
Ministry the early nineties on
With this VOlCE started comparative product testing during
n 91.
television sets.

Major Recommendations of the Sathi Nair Committee on Comparative Testing

Manufacturers should agree to procedures being followed in comparative testing8
Indian conditions.
Aweighting and grading plan to be evolved to suit
comparative testing would be done on 10-15 models purchased from market.
Samples from market to be based on market share of the company.
to
who do testing are obiged
Case oflitigation, it is to be ascertained if people
come to witness box and
depose.
 Care
Consumer Affairs and Customer
176

Protects Consumers
How Comparative Testing
Better and Safer
Alternative P'roducts at Competitive
Enables Consumers to Choose
Prices. Government and the Manufacturers
Link Between Consumers, the
Serves as a
of Product Manufacturing, Sellino
Consumer Concerns to the Centre-stage
Brings
and Policy Making
Consumers on Unsafe Products
Right to Safe Product Informing
-

About the Product- Brand Specific Information

Right to Complete Information Price and Quality Comparisons
Right to Choose Among a Variety of Products- Markets
Regarding
Right to Consumer Education Educates Consumers
Objectives of Comparative Testing
that will enable them to make a rational
T o provide consumers unbiased information
choice among major brands available in the metropolitan markets. This will help
them to get good value for their money.
.To raise the standards of manufactured goods and services by increasing public
awareness and consequently to pressurise the manufacturers to improve the quality
of the products they supply. Thus, the standard of goods improve.
.To serve as a basis for campaigns to persuade Government to introduce policies
which protect the rights of consumers.
T o communicate to governmernt, regulatory and standard authorities the test-results
for appropriate action against malpractices.
.To educate consumers about the types of products that will be most likely to suit
their needs. Consumers would then pressure producers to improve the quality of
their products.
.To draw public attention to unsafe goods and unfair trade practices.
.To verify the product claims of different brands of health related products as per
available National Standards.
In August, 2014, the project of Comparative Testing of 16 products and 4 services by
CONCERT, Chennai was carried on. The objectives of the project are as under:
.Toprovide a professional and unbiased evaluation of the products basic features
and special claims.
To highlight lack of safety features to vendors and the public.
.To develop "How to buy" guides which explains all the features clearly; profile
of users needing such special features; and let the lay consumers make a learned
deçision on what suits them best; and whether they need to pay a premium for these
features.
Be a catalyst in raising the standard, quality and safety of the products.
 Consumer Protection in
India
comparative testing of 16products and 3 services 177
at done by the VCO through has been completed. The
with NABLAccredited Laboratories. testing has
Regulatory Authorities, concerned State
S ieseminated through "Consumer
The test
Governments and results have bee
Digest' magazine and also Media. The same hav
with the website of Department of Consumer Affairs.
ave
the report has been
linked
Tn India Consumer Voice, CERC and Concert,
d consumer
in comparative testing products.
of organisations are actively
Unlike the West,
quality
the way of life in India. The concepts of Comparative testing, consciousness is not vet
consulting
nirchasing a brand would always help in empowering the consumers. a magazine before
National Test House

National Test House (NTH), a subordinate otfice under the administrative control of
Denartment of Consumer Affairs, is a premier Scientific Institution of the Country, established
in 1912 in Kolkata. Since then it has grown into a laboratory of national importance in the
field of testing, quality evaluation and ensure the quality of almost all sorts of industrial
and consumer products except drugs, arms and ammunition by issuing test certificate in
accordance with the national/international or customer standard and specification. It plays
a pivotal role in the development of indigenous industries and serves as a vital link between
industrial research and manutacture of finished products under rigid quality control. National
at Kolkata and has a network of 6 regional offices at Kolkata,
Test House has its Headquarters
and Guwahati.
Mumbai, Chennai, Ghaziabad, Jaipur

NTH is involved in various

activities as given below:

Test and evaluation of materials, products, equipmene's, modules, system and sub-
1. pharmaceutical
all branches of Science & Technology except
system in practically accordance with National Internal
Standards.
and arms & ammunitions in
non-electrical measurement against
Calibration in the field of electrical and
2. National Standards
Reference Standards having traceability to
appropriate customer.
of the
calibration at the premises
3. On-site testing and
scheme of Central Authority for Testing
Certification of Welders under the
4 Test and
Welders.
and Certification of promotion and
indigenous products for export
5. Assist industries in developing programme.
assurance

substitution besides
their quality
import
Standards.
formulation of National
6 Assist BIS in work in Test Engineering
organization
with R& D
and users Laboratories |NABLJ
7. Assist industries & Calibration
has also
Board for Testing It
Assist National
Accreditation
in the country.
8. Calibration
Laboratories
arbitration
of disputed
accreditation of Testing& laboratory
for
in as a n
independent
reference
various standarus
Deen c o m b i n e d as per
reference to quality
compliance
samples with