Consumer RightsClass 10 Economics NCERT Solutions

To prevent unfair trade practices: Sometimes, traders indulge in practices like weighing less than they should, adding hidden charges, or selling adulterated and defective goods. For example, a shopkeeper might use a faulty weighing scale to give a customer less quantity of a product than what they paid for. Rules are needed to penalize such practices.

To ensure safety of consumers: Many goods and services, if not produced according to safety standards, can be hazardous to life and property. For instance, a pressure cooker with a defective safety valve can cause a serious accident. Regulations ensure that manufacturers adhere to quality and safety standards.

To curb false information: Large companies with huge wealth and power can manipulate the market by passing on false information through advertisements. For example, a company might falsely claim that its product is superior to others, as was the case with a company selling powder milk for babies claiming it was better than mother's milk. Regulations are required to hold companies accountable for their claims.

To protect vulnerable producers/workers: In the informal sector, rules are needed to protect small producers from exploitation by moneylenders who might force them to sell their produce at low rates. Similarly, regulations are needed to ensure workers in the unorganised sector receive fair wages and work in safe conditions.

Checking Product Details (Right to be Informed): A conscious consumer always checks the details on a product's packaging, such as the Maximum Retail Price (MRP), date of manufacture, and expiry date. For example, if a person buys a packet of biscuits and finds it is being sold above the MRP, an aware consumer will question the shopkeeper and can file a complaint. An unconscious consumer might pay the extra amount without realizing they are being cheated. Similarly, checking the expiry date prevents the purchase of expired goods, which can be harmful, especially in the case of medicines.

Seeking Redressal for Defective Products (Right to Seek Redressal): Suppose a person buys an electronic item like an iron, and it turns out to be defective and gives an electric shock. A conscious consumer knows they have the right to a replacement or compensation. They will immediately complain to the seller and, if the issue is not resolved, will approach a Consumer Disputes Redressal Commission. An unaware consumer might simply blame their luck and bear the loss, allowing the seller to continue selling defective goods.

Lack of Awareness: Many consumers are not aware of their rights, the quality standards of products, or the legal remedies available to them. This ignorance makes them easy targets for exploitation.

Unfair Trade Practices: Sellers often indulge in unethical practices to maximize profits. This includes:

Misleading Advertising: Powerful companies use advertisements to create false impressions about their products. They make exaggerated claims to attract consumers, who may end up buying products that do not meet their expectations or are even harmful.

Market Imbalance: When producers are few and powerful (monopoly or oligopoly), they can control prices and supply, leaving consumers with limited choices. In such a scenario, consumers are scattered and purchase in small quantities, making their individual bargaining power very weak.

Lack of Proper Documentation: In many transactions, especially small retail sales, sellers do not issue cash memos or bills. Without proof of purchase, it becomes very difficult for a consumer to file a complaint or claim a replacement for a defective product.

To Address Consumer Dissatisfaction: The Act was a direct response to the growing consumer movement in India, which arose from widespread dissatisfaction with unfair trade practices like hoarding, black marketing, and adulteration.

To Empower Consumers: The Act sought to empower consumers by granting them specific rights, such as the right to safety, the right to be informed, the right to choose, and the right to seek redressal.

To Shift Responsibility to Sellers: It was traditionally presumed that it was the consumer's responsibility to be careful while buying goods ('caveat emptor' or 'let the buyer beware'). COPRA shifted the responsibility of ensuring the quality of goods and services onto the sellers and manufacturers.

To Establish a Redressal Mechanism: A major rationale was to create an accessible, simple, and speedy system for resolving consumer disputes. To achieve this, COPRA established a three-tier quasi-judicial machinery at the district, state, and national levels, known as Consumer Disputes Redressal Commissions.

Insist on a Bill: I must always ask for a proper cash memo or bill for every purchase. This serves as proof of the transaction and is essential for filing a complaint if the product is defective.

Check Product Details: I should carefully examine the information on packaged goods, including the Maximum Retail Price (MRP), net weight, date of manufacture, and expiry date. This helps in avoiding overpricing and purchasing old or expired items.

Verify Quality Marks: For certain products, I should look for quality certification marks like ISI on electrical appliances or Agmark on agricultural products. These marks assure a certain standard of quality.

Be Aware of Misleading Offers: I should be cautious of catchy advertisements and promotional offers that might be misleading. It is my duty to evaluate the offer properly before making a purchase.

File a Complaint: If I feel I have been cheated or have purchased a defective product, it is my duty to file a complaint with the seller. If the issue is not resolved, I should not hesitate to approach a consumer forum.

Be an Ethical Consumer: I should not engage in practices like damaging store property, attempting to switch price tags, or making false claims to get a refund.

Agmark: For the bottle of honey, I will look for the Agmark logo. Honey is an agricultural product, and Agmark is a certification mark employed on agricultural products in India, assuring that they conform to a set of standards approved by the Directorate of Marketing and Inspection, an agency of the Government of India. This mark ensures the purity and quality of the honey.

FSSAI Logo: For both the honey and the biscuit packet, I must look for the FSSAI (Food Safety and Standards Authority of India) logo and license number. This is mandatory for all processed food products sold in India and indicates that the product has been manufactured and packed under hygienic conditions and is safe for consumption.

Vegetarian/Non-Vegetarian Mark: I will also look for the green dot (for vegetarian) or the brown/maroon dot (for non-vegetarian) to know the nature of the product's ingredients.

The Consumer Protection Act, 1986 (COPRA): This was a landmark piece of legislation enacted to protect consumer interests. Its key features include:

The Consumer Protection Act, 2019: This Act amended and replaced the 1986 Act to further strengthen consumer rights. It introduced new provisions like:

The Right to Information (RTI) Act, 2005: While not exclusively a consumer law, the RTI Act empowers citizens, including consumers, to access information about the functioning of government departments. This can be used to hold public authorities accountable for the services they provide, such as civic amenities, transport, etc.

Right to Safety: This right protects consumers against the marketing of goods and delivery of services that are hazardous to life and property. For example, consumers have the right to expect that products like electrical appliances or pressure cookers are safe to use and meet prescribed safety standards.

Right to be Informed: This is the right to be informed about the particulars of goods and services, such as their quality, quantity, purity, price, and standard. This information, often provided on the packaging, helps consumers make an informed choice and protects them from unfair trade practices.

Right to Choose: This right means that a consumer has access to a variety of goods and services at competitive prices. No seller can force a consumer to buy a particular brand or product; for instance, a gas dealer cannot insist that a customer buy a stove from them when taking a new connection.

Right to Seek Redressal: If a consumer has been exploited or has a complaint against an unfair trade practice, they have the right to get their grievance settled. This right ensures that consumers can receive compensation or replacement for defective products or poor services through the consumer commissions.

Right to Represent: The Consumer Protection Act has enabled consumers to have the right to be heard and be represented in the consumer commissions. This means a consumer can file a complaint and plead their case on their own, or be represented by consumer organizations.

Forming Consumer Groups: Consumers can come together to form voluntary organisations known as consumer forums or consumer protection councils. These groups can guide consumers on how to file cases, create awareness, and collectively fight against unfair practices.

Joining Existing Organisations: Instead of starting a new group, consumers can become active members of existing consumer organisations or Residents' Welfare Associations (RWAs). These bodies can take up cases on behalf of their members and represent their collective interests.

Participating in Campaigns: Consumers can participate in awareness campaigns, exhibitions, and movements organised by consumer groups. This helps in putting pressure on businesses and the government to address consumer issues.

Sharing Information: In the digital age, consumers can use social media and online forums to share their experiences with products and services. Sharing reviews and warning others about fraudulent sellers or defective products is a powerful way to express solidarity.

Boycotting Products/Sellers: When a seller or a company is known for indulging in unfair practices, consumers can collectively decide to boycott their products. This economic pressure can force the company to change its business conduct.