1. WELCOME

2. C ONSUMER P ROTECTION

3. CONTENTS 1) Introduction 2) Unfair trade practices 3) Consumer’s &business point of view 4) Legal Protection 5) Consumer Protection Act – Rights & Responsibilities ;Redressal; 6) Means of self protection - reliefs 7) NGO & its role

4. W HO IS A CONSUMER? Consumer is the King Caveat emptor – “Let the buyer beware” Caveat venditor – “Let the seller beware” What are Unfair Trade Practices?

5. Defective products AdulterationHoarding Black Marketing False Advertisements Unfair Trade Practices

6. C ONSUMER ’ S P OINT OF V IEW Consumer’s Ignorance Unorganised Consumer Widespread Exploitation of Consumer

7. B USINESS P OINT OF V IEW Long term Interest of Business Business uses Society’s Resources Social Responsibility Moral Justification Government Intervention

8. L EGAL P ROTECTION The Consumer Protection Act, 1986 The Essential Commodities Act, 1955 The Prevention of Food Adulteration Act, 1954 The Standards of Weights & Measure Act, 1976 The Trade Marks Act, 1999 The Bureau of Indian Standards Act, 1986

9. T HE C ONSUMER P ROTECTION A CT (CPA) Speedy & inexpensive redressal Wide application :all types of undertakings - big/small; private/public; etc Confers consumer rights & responsibilities: for empowering & protecting consumer’s interest

10. C ONSUMER ’ S R IGHTS Right to safety Right to be Informed Right to Choose Right to be Heard Right to seek Redressal Right to Consumer Education

11. C ONSUMER R ESPONSIBILITIES Be aware of Goods/Services received & risks Buy only Standardised Goods Read Labels carefully Be honest in dealings Always Ask for cash memo File a complaint Form consumer societies Be Eco friendly

12. W AYS & M EANS OF C ONSUMER P ROTECTION Self Regulation by Business Business Associations Consumer Awareness Consumer Organisations Government

13. R EDRESSAL Who can file a complaint? Any consumer Any registered consumer’s association Central/State Govt One/more consumers having same interest A legal heir

14. District Forum State Commission National Commission

15. R ELIEF AVAILABLE To remove defects/deficiency in goods/service To refund the price/charges paid for goods/service To pay a reasonable amount of compensation for loss/punitive damages To discontinue the unfair trade practices Not to offer/to withdraw the hazardous goods To issue corrective advertisements

16. NGO’S ROLE Educating the general public Carrying out comparative testing of consumer products in accredited laboratories Protest against unfair trade practices Providing legal assistance Filing complaints in appropriate consumer courts

17. Delhi Consumer coordination council Common cause Voluntary Organisation in Interest of Consumer Education (VOICE) Ahmedabad Consumer Education & Research Centre (CERC) Consumer Protection Council (CPC) Mumbai Consumer Guidance Society of India (CGSI) Mumbai Grahak Panchayat

18. CASE STUDIES Eatery fined for Overpricing Bottled Water Jose Philip Mampillil vs. M/s Premier automobiles Ltd. Sasikant Krishnaii Dole vs. Shikshan Prasarak Mandali CERS vs. Railways

19. T HANK YOU