CONSUMER PROTECTION

MEANING OF
CONSUMER PROTECTION
• CONSUMER PROTECTION IS THE PRACTICE OF SAFEGUARDING BUYERS OF
GOODS AND SERVICES, AND THE PUBLIC, AGAINST UNFAIR PRACTICES IN THE
MARKETPLACE. CONSUMER PROTECTION MEASURES ARE OFTEN ESTABLISHED
BY LAW. SUCH LAWS ARE INTENDED TO PREVENT BUSINESSES FROM ENGAGING
IN FRAUD OR SPECIFIED UNFAIR PRACTICES IN ORDER TO GAIN AN ADVANTAGE
OVER COMPETITORS OR TO MISLEAD CONSUMERS. THEY MAY ALSO PROVIDE
ADDITIONAL PROTECTION FOR THE GENERAL PUBLIC WHICH MAY BE IMPACTED
BY A PRODUCT (OR ITS PRODUCTION) EVEN WHEN THEY ARE NOT THE DIRECT
PURCHASER OR CONSUMER OF THAT PRODUCT
 NEED OF
CONSUMER PROTECTION

CONSUMER PROTECTION MAKES MARKETS WORK FOR BOTH BUSINESSES AND

CONSUMERS
• CONSUMERS NEED TO BE ABLE TO OBTAIN ACCURATE, UNBIASED INFORMATION ABOUT
THE PRODUCTS AND SERVICES THEY PURCHASE. THIS ENABLES THEM TO MAKE THE BEST
CHOICES BASED ON THEIR INTERESTS AND PREVENTS THEM FROM BEING MISTREATED
OR MISLED BY BUSINESSES. CONSUMER PROTECTION POLICIES, LAWS AND
REGULATIONS HELP INCREASE CONSUMER WELFARE BY ENSURING THAT BUSINESSES
CAN BE HELD ACCOUNTABLE.
BUSINESSES
• BUSINESSES THAT ARE KNOWN TO TREAT CONSUMERS FAIRLY
WILL GAIN A GOOD REPUTATION AND BECOME MORE SOUGHT
AFTER. THIS INCREASES THEIR PROFITABILITY AND
COMPETITIVENESS WHICH WILL ALSO LEAD TO ECONOMIC
GROWTH IN THE LONG RUN. CONSUMER PROTECTION
POLICIES, LAWS AND REGULATIONS GUARANTEE THAT
BUSINESSES ARE KEPT IN CHECK.
ECONOMIC GROWTH AND COMPETITIVENESS
• CONSUMER PROTECTION CONTRIBUTES TO DYNAMIC AND EFFECTIVE
MARKETS FOR BUSINESSES TO GROW. CONSUMER DEMAND DRIVES
INNOVATION AND ECONOMIC DEVELOPMENT AS BUSINESSES ARE
REQUIRED TO MAINTAIN FAIR PRICES AND GOOD QUALITY OF THEIR
PRODUCTS AND SERVICES
REGIONAL INTEGRATION
• WITH THE EMERGENCE OF CROSS-BORDER AND DIGITAL
TRADE, COOPERATION ON CONSUMER PROTECTION
AMONGST JURISDICTION BECOMES A NECESSITY. ASEAN HAS
BEEN TRYING TO TACKLE THESE ISSUES BY DEVELOPING THE
ASEAN STRATEGIC ACTION PLAN FOR CONSUMER
PROTECTION (ASAPCP) 2025.
 CONSUMER RIGHTS
1. RIGHT TO SAFETY:
2. RIGHT TO BE INFORMED/RIGHT TO
REPRESENTATION:
3. RIGHT TO CHOOSE:
4. RIGHT TO BE HEARD:
5. RIGHT TO SEEK REDRESSAL:
6. RIGHT TO CONSUMER EDUCATION:
7. RIGHT TO BASIC NEEDS:
8. RIGHT TO HEALTHY ENVIRONMENT
1. RIGHT TO SAFETY
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
BE INFORMED
• MEANS RIGHT TO BE INFORMED ABOUT THE QUALITY, QUANTITY, POTENCY,
PURITY, STANDARD AND PRICE OF GOODS SO AS TO PROTECT THE
CONSUMER AGAINST UNFAIR TRADE PRACTICES.
• CONSUMER SHOULD INSIST ON GETTING ALL THE INFORMATION ABOUT THE
PRODUCT OR SERVICE BEFORE MAKING A CHOICE OR A DECISION. THIS WILL
ENABLE HIM TO ACT WISELY AND RESPONSIBLY AND ALSO ENABLE HIM TO
DESIST FROM FALLING PREY TO HIGH PRESSURE SELLING TECHNIQUES.
3. RIGHT TO
CHOOSE
• RIGHT TO CHOOSE
MEANS RIGHT TO BE ASSURED, WHEREVER POSSIBLE OF ACCESS TO
VARIETY OF GOODS AND SERVICES AT COMPETITIVE PRICE. 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. THIS IS BECAUSE UNRESTRICTED RIGHT
OF THE MINORITY TO CHOOSE CAN MEAN A DENIAL FOR THE
MA JORITY OF ITS FAIR SHARE. THIS RIGHT CAN BE BETTER EXERCISED
IN A COMPETITIVE MARKET WHERE A VARIETY OF GOODS ARE
AVAILABLE AT COMPETITIVE PRICES
4. RIGHT TO

BE HEARD
• RIGHT TO BE HEARD
MEANS THAT CONSUMER'S INTERESTS WILL RECEIVE DUE
CONSIDERATION AT APPROPRIATE FORUMS. IT ALSO
INCLUDES RIGHT TO BE REPRESENTED IN VARIOUS FORUMS
FORMED TO CONSIDER THE CONSUMER'S WELFARE.
• THE CONSUMERS SHOULD FORM NON-POLITICAL AND NON-
COMMERCIAL CONSUMER ORGANIZATIONS WHICH CAN BE
GIVEN REPRESENTATION IN VARIOUS COMMITTEES FORMED
BY THE GOVERNMENT AND OTHER BODIES IN MATTERS
RELATING TO CONSUMERS.
 5.RIGHT TO SEEK REDRESSAL
• 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 ORGANISATIONS IN SEEKING REDRESSAL
OF THEIR GRIEVANCES.
6. RIGHT TO CONSUMER EDUCATION
• RIGHT TO CONSUMER EDUCATION
MEANS THE RIGHT TO ACQUIRE THE KNOWLEDGE
AND SKILL TO BE AN INFORMED CONSUMER
THROUGHOUT LIFE.IGNORANCE OF CONSUMERS,
PARTICULARLY OF RURAL CONSUMERS, IS MAINLY
RESPONSIBLE FOR THEIR EXPLOITATION. THEY
SHOULD KNOW THEIR RIGHTS AND MUST EXERCISE
THEM. ONLY THEN REAL CONSUMER PROTECTION
CAN BE ACHIEVED WITH SUCCESS.
7. RIGHT TO BASIC NEEDS
• THE BASIC NEEDS MEAN THOSE GOODS
AND SERVICES WHICH ARE NECESSARY
FOR A DIGNIFIED LIVING OF PEOPLE. IT
INCLUDES ADEQUATE FOOD, CLOTHING,
SHELTER, ENERGY, SANITATION, HEALTH
CARE, EDUCATION AND TRANSPORTATION.
ALL THE CONSUMERS HAVE THE RIGHT
FULFIL THESE BASIC NEEDS
. RIGHT TO HEALTHY
ENVIRONMENT
• THIS RIGHT PROVIDES THE CONSUMERS, PROTECTION
AGAINST ENVIRONMENTAL POLLUTION SO THAT THE
QUALITY OF LIFE IS ENHANCED. NOT ONLY THIS, IT ALSO
STRESSES THE NEED TO PROTECT THE ENVIRONMENT FOR
THE FUTURE GENERATIONS AS WELL.
 CONSUMER
RESPONSIBILITIES

1. BE AWARE
GATHER ALL THE INFORMATION AND FACTS AVAILABLE ABOUT A PRODUCT OR SERVICE, AS
WELL AS, KEEP ABREAST OF CHANGES AND INNOVATIONS IN THE MARKET.
2. BEWARE
BE ALERT TO THE QUALITY AND SAFETY OF PRODUCTS AND SERVICES BEFORE YOU PURCHASE.
3. THINK INDEPENDENTLY
MAKE DECISIONS ABOUT WELL-CONSIDERED NEEDS AND WANTS.
4. SPEAK OUT
INFORM MANUFACTURERS AND GOVERNMENT OF YOUR NEEDS AND EXPECTATIONS.
 (CONSUMER
RESPONSIBILITIES)

5. BE AN ETHICAL CONSUMER
BE FAIR AND NEVER ENGAGE IN DISHONEST PRACTICES WHICH AFFECT OTHER CONSUMERS NEGATIVELY.
6. COMPLAIN
INFORM BUSINESSES AND APPROPRIATE REGULATORY AUTHORITIES ABOUT YOUR DISSATISFACTION
WITH A PRODUCT OR SERVICE, IN A FAIR AND HONEST MANNER
7. SHARE EXPERIENCE
INFORM OTHER CONSUMERS ABOUT YOUR EXPERIENCE WITH A PRODUCT OR SERVICE.
8. RESPECT THE ENVIRONMENT
AVOID WASTE, LITTERING AND CONTRIBUTING TO POLLUTION. PROMOTE SUSTAINABLE CONSUMPTION
BY ENSURING THAT WHAT YOU CONSUME DOES NOT IMPACT ON THE ENVIRONMENT NEGATIVELY.
 RELIEFS AVAILABLE UNDER ACT
1986
• REMOVAL OF DEFECTS -IF AFTER PROPER TESTING THE PRODUCT PROVES TO BE DEFECTIVE,
THEN THE ‘REMOVE ITS DEFECTS’ ORDER CAN BE PASSED BY THE AUTHORITY CONCERNED
• REPLACEMENT OF GOODS -ORDERS CAN BE PASSED TO REPLACE THE DEFECTIVE PRODUCT BY
A NEW NON-DEFECTIVE PRODUCT OF THE SAME TYPE.
• REFUND OF PRICE-ORDERS CAN BE PASSED TO REFUND THE PRICE PAID BY THE COMPLAINANT
FOR THE PRODUCT.
• AWARD OF COMPENSATION-IF BECAUSE OF THE NEGLIGENCE OF THE SELLER A CONSUMER
SUFFERS PHYSICAL OR ANY OTHER LOSS, THEN COMPENSATION FOR THAT LOSS CAN BE
DEMANDED FOR.
• REMOVAL OF DEFICIENCY IN SERVICE-IF THERE IS ANY DEFICIENCY IN DELIVERY OF
SERVICE, THEN ORDERS CAN BE PASSED TO REMOVE THAT DEFICIENCY. FOR INSTANCE, IF AN
INSURANCE COMPANY MAKES UNNECESSARY DELAY IN GIVING FINAL TOUCH TO THE CLAIM,
THEN UNDER THIS ACT ORDERS CAN BE PASSED TO IMMEDIATELY FINALISE THE CLAIM.
• DISCONTINUANCE OF UNFAIR/RESTRICTIVE TRADE PRACTICE-IF A COMPLAINT
IS FILED AGAINST UNFAIR/RESTRICTIVE TRADE PRACTICE, THEN UNDER THE ACT THAT
PRACTICE CAN BE BANNED WITH IMMEDIATE EFFECT. FOR INSTANCE, IF A GAS
COMPANY MAKES IT COMPULSORY FOR A CONSUMER TO BUY GAS STOVE WITH THE GAS
CONNECTION, THEN THIS TYPE OF RESTRICTIVE TRADE PRACTICE CAN BE CHECKED
WITH IMMEDIATE EFFECT.
• STOPPING THE SALE OF HAZARDOUS GOODS-PRODUCTS WHICH CAN PROVE
HAZARDOUS FOR LIFE, THEIR SALE CAN BE STOPPED.
• WITHDRAWAL OF HAZARDOUS GOODS FROM THE MARKET-ON SEEING THE
SERIOUS ADVERSE EFFECTS OF HAZARDOUS GOODS ON THE CONSUMERS, SUCH GOODS
CAN BE WITHDRAWN FROM THE MARKET. THE OBJECTIVE OF DOING SO THAT SUCH
PRODUCTS SHOULD NOT BE OFFERED FOR SALE.
• PAYMENT OF ADEQUATE COST-IN THE END, THERE IS A PROVISION IN THIS ACT
THAT THE TRADER SHOULD PAY ADEQUATE COST TO THE VICTIM CONCERNED.
 ROLE OF NGOS
FOR CONSUMER
PROTECTION
• CREATING AWARENESS ABOUT CONSUMER RIGHTS BY ORGANISING TRAINING PROGRAMMES, SEMINARS, AND
WORKSHOPS.
• IMPARTING KNOWLEDGE ABOUT CONSUMER PROBLEMS, LEGAL REPORTING, AND RELIEFS AVAILABLE BY
PUBLISHING PERIODICALS AND PUBLICATIONS.
• CARRYING OUT COMPARATIVE TESTING OF CONSUMER PRODUCTS IN ACCREDITED LABORATORIES AND
PUBLISHING THE RESULTS FOR THE GENERAL BENEFIT.
• ENCOURAGE CONSUMERS TO TAKE ACTION AGAINST ANY UNFAIR OR UNSCRUPULOUS ACTIVITY OF THE SELLER.
• PROVIDING CONSUMERS WITH LEGAL ASSISTANCE BY PROVIDING AID, ADVICE, ETC TO SEEK LEGAL REMEDY.
• FILING COMPLAINTS IN APPROPRIATE COURTS ON BEHALF OF CONSUMERS.
• TAKING INITIATIVE FOR FILING CASES IN THE INTEREST OF GENERAL PUBLIC.
 THANKYOU
PIYUSH KURDIYA
12-A