Consumer Protection

A business firm sets up a consumer grievance cell under the consumer’s Right to be heard, because this right gives the consumer the right to file a complaint and have the grievance heard and addressed.

The quality certification mark used for agricultural products is Agmark.

A State Commission has jurisdiction to entertain complaints where the value of goods or services paid as consideration exceeds ₹50 lakh but does not exceed ₹2 crore.

Any two reliefs available under the Consumer Protection Act include:
- Removal of defect in goods or deficiency in service
- Refund of the price paid for the product or the charges paid for the service

Other reliefs are also given in the chapter, such as replacement of the product and compensation.

The component of the product mix that helps the consumer exercise the Right to Information is price, because the consumer has the right to know the price of the product clearly.

The Government of India has passed several Acts to protect consumers’ interests. As given in the chapter, these are:
1. Consumer Protection Act, 1986
2. Indian Contract Act, 1872
3. Sale of Goods Act, 1930
4. Essential Commodities Act, 1955
5. Agricultural Produce (Grading and Marking) Act, 1937
6. Prevention of Food Adulteration Act, 1954
7. Standards of Weights and Measures Act, 1976
8. Trade Marks Act, 1999
9. Competition Act, 2002
10. Bureau of Indian Standards Act, 1986

The responsibilities of a consumer are:
1. Be aware of the goods and services available in the market.
2. Buy only standardised goods such as those bearing ISI, FPO, Hallmark, etc.
3. Learn about risks associated with products and services, follow instructions, and use products safely.
4. Read labels carefully for price, net weight, manufacturing and expiry dates, etc.
5. Assert yourself to ensure a fair deal.
6. Be honest in dealings and discourage black-marketing, hoarding, and other illegal practices.
7. Ask for a cash memo as proof of purchase.
8. File a complaint in the appropriate consumer forum if goods or services are defective.
9. Form consumer societies to educate and protect consumer interests.
10. Respect the environment by avoiding waste, littering, and pollution.

A complaint in a consumer court can be filed by:
- one or more consumers
- any voluntary consumer association
- the Central or State Government
- the Central Authority
- a legal heir or legal representative
- a parent/legal representative in case of a minor

The proposal reinforces the Right to be informed. This right gives the consumer complete information about the product before purchase, including details such as ingredients and other relevant facts. Declaring the kind of oil/fat used in cooking helps consumers know what they are buying and make an informed choice.