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ABSTRACT
Consumer protection is a group of laws and organizations designed to ensure

the rights of consumers as well as fair trade, competition and accurate information in

the marketplace. The laws are designed to prevent the businesses that engage in fraud or

specified unfair practices from gaining an advantage over competitors. They may also

provide additional protection for those most vulnerable in society. Consumer protection laws

are a form of government regulation that aim to protect the rights of consumers. For example,

a government may require businesses to disclose detailed information about products—

particularly in areas where safety or public health is an issue, such as food. It is linked to the

idea of consumer rights and to the formation of consumer organizations, which help

consumers make better choices in the marketplace and get help with consumer complaints.

Other organizations that promote consumer protection include government organizations and

self-regulating business organizations such as consumer protection agencies and

organizations. Consumer protection being a social necessity can be achieved only through

consumer awareness and exercise of consumer rights and responsibilities.

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 CONTENTS

SL. NO. TOPIC PAGE NO.

01 INTRODUCTION TO CONSUMER PROTECTION 04

02 CONSUMER PROTECTION ACT {COPRA} 04

03 RIGHTS OF CONSUMERS 05-06

04 RESPONSIBILITIES OF CONSUMERS 07-08

05 GRIEVANCE REDRESSAL MECHANISM 09

DISTRICT FORUM, STATE COMMISSION AND

07 CONSUMER AWARENESS 11

08 CONCLUSION 12

09 REFERENCE 13

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 INTRODUCTION

CONSUMER PROTECTION refers to the steps taken to protect the consumer against the

unfair practices of the producers and the sellers. Consumer is the king of the market. If the

consumer is removed from the market, nothing remains (market-consumer=0). Therefore, it

can be said that consumer is the basis of the market. When the consumer happens to be

absolutely important it is indeed very necessary to protect him from any exploitation in the

market. This will be in the interest of both the consumer and the business.

EVOLUTION OF CONSUMER PROTECTION MOVEMENT

started and efforts have been made to unite consumers & generate pressure for appropriate

action for consumer protections. Consequently , the general assembly in UNO adopted a

historic resolution in April 1985 outlining guidelines for the member nations to follow

Consumer Protection system & mechanism.

CONSUMER PROTECTION ACT, 1986 (COPRA)

Consumer protection act, 1986 is an act of the parliament of India enacted in 1986 to protect

the interests of consumers in India. It makes provision for the establishment of consumer

councils and other authorities for the settlement of consumers' disputes and for matters

connected therewith also. The act was passed in assembly in October 1986. It led to the

establishment of a widespread network of consumer forums and appellate courts all over

India. In order to give quick, cheap and speedy justice to consumer in India, Govt. Of India

passed the consumer protection act , 1986. To widen the scope of this act it was amended in

1993 and again in 2002.

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 RIGHTS OF CONSUMERS
Under section 6 of Copra Act a consumer has the following 6 rights:

1. Right to Safety:

According to this right the consumers have the right to be protected against the marketing of

goods and services which are hazardous to life and property, this right is important for safe

and secure life. This right includes concern for consumer’s long term interest as well as for

their present requirement. Sometimes the manufacturing defects in pressure cookers, gas

cylinders and other electrical appliances may cause loss to life, health and property of

customers. This right to safety protects the consumer from sale of such hazardous goods or

services.

2. Right to Information:

According to this right the consumer has the right to get information about the quality,

quantity, purity, standard and price of goods or service so as to protect himself against the

abusive and unfair practices. The producer must supply all the relevant information at a

suitable place.

3. Right to Choice:

According to this right every consumer has the right to choose the goods or services of his or

her likings. The right to choose means an assurance of availability, ability and access to a

variety of products and services at competitive price and competitive price means just or fair

price. The producer or supplier or retailer should not force the customer to buy a particular

brand only. Consumer should be free to choose the most suitable product from his point of

view.

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4. Right to be Heard:

According to this right the consumer has the right to represent him or to be heard or right to

advocate his interest. In case a consumer has been exploited or has any complaint against the

product or service then he has the right to be heard and be assured that his/her interest would

receive due consideration. Under this right the companies must have complaint cells to attend

the complaints of customers.

5. Right to Seek Redressal:

According to this right the consumer has the right to get compensation or seek redressal

against unfair trade practices or any other exploitation. This right assures justice to consumer

against exploitation. The right to redressal includes compensation in the form of money or

replacement of goods or repair of defect in the goods as per the satisfaction of consumer.

Various redressal forums are set up by the government at national level and state level.

6. Right to Consumer Education:

According to this right it is the right of consumer to acquire the knowledge and skills to be

informed to customers. It is easier for literate consumers to know their rights and take actions

but this right assures that illiterate consumer can seek information about the existing acts and

agencies are set up for their protection. The government of India has included consumer

education in the school curriculum and in various university courses. Government is also

making use of media to make the consumers aware of their rights and make wise use of their

money.

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 RESPONSIBILTIES OF CONSUMERS-

There cannot be rights without responsibilities. Consumer rights and responsibilities are

interlinked together and are supplementary and complementary to each other.

1. To exercise their rights-

Under COPRA, the consumers have been vested with various rights such as right to

safety, right to choose, right to information, right to be hired, etc. These rights will be

useful only when they are properly known, understood and effectively made use of at

appropriate times.

2. To make self-efforts-

As far as possible, a consumer shouldn`t totally depend on seller for information and

choices. He is expected to act in responsive manner to protect himself from being

deceived.

3. Proof of transactions-

The proof of purchase should be obtained and carefully preserved. When a consumer

makes a complaint in defects in goods, such proofs enables him to establish his claim fir

repair or replacement of goods.

4. To make proper claims-

Another responsibility of consumers is not to make unreasonably higher claims. It is seen

in cases where consumer claims huge compensation for no apparent reason. It is regarded

as irresponsible act which should be avoided.

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5. To make proper use of product-

We have got a bad habit of making rough use of the product during guarantee period

thinking that the product will be replaced during guarantee period. It is unethical practice.

It is the responsibilities of consumer to use the product properly strictly following the

instructions provided.

6. To file complaints-

Most of the time consumer ignores the loss he suffers on purchase of defective goods. It

is our responsibility to file a complaint even for a small loss which will make the sellers

more conscious and restrained.

7. To be quality conscious-

It is the responsibility of consumer not to make any type of compromise with quality of

the product. This way the problem of supply of substandard and duplicate goods by the

seller can be solved.

8. To take care of environment-

A consumer must consider the impact of use of the product in the environment before

buying the product. Not bringing home-cooked food to school, taking cold drinks in

plastic cups, using mineral bottles have become very common. It is his responsibility to

do everything possible to save environment from waste management problem.

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 GRIEVANCES REDRESSAL MECHANISM
The basic objective of COPRA is to give protection to consumer against exploitation.

Consumer should be given a forum where presenting grievances and fighting for justice is

quick and cheap. To meet this objective, the Act provides for a three tier quasi judicial

redressal mechanism at the District, State and National levels for redressal of consumer

disputes and grievances. Section 9 – Section 27 of the Act deals with the redressal system.

They are as follows :

 District Consumer Disputes Redressal Forum [Sec 10-15] :

Also known as the "District Forum" established by the State Government in each district

of the State. The State Government may establish more than one District Forum in a

district. It is a district level court that deals with cases valuing up to 2 million or 20

Lakhs . The District Forum consists of 3 members- 1 president and 2 members one of

whom shall be a woman.

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  State Consumer Disputes Redressal Commission [Sec 16-19] :

Also known as the "State Commission" established by the State Government in the State.

It is a state level court that takes up cases more than 2 million or 20 Lakhs and valuing

less than 10 million or 1 Crore. The State Commission consists of a president and at least

2 members one of whom shall be a woman. It also entertains appeals against orders of the

District Forum within the state.

 National Consumer Disputes Redressal Commission [Sec 20-23] :

Also known as the "National Commission" established by the Central Government of India. It

is the National level court that deals with cases more than 10 million or 1 Crore. The National

Commission consists of a president and at least 4 members one of whom shall be a woman. It

also entertains appeals against orders of any State Commission.

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 CONSUMER AWARENESS

Consumer Awareness is an act of making sure the buyer or consumer is aware of the information

about products, goods, services, and consumers rights. Consumer awareness is important so

that buyer can take the right decision and make the right choice. Consumers have the right to

information, right to choose, right to safety. It involves educating a consumer about safety,

information and the redressal options available to him. Consumer Awareness is the main aim

of the Department of Consumer Affairs, Govt. Of India. One of the most important and

successful Consumer Awareness campaign in recent times has been the “Jago Grahak Jago”

campaign. It is a great example of successful consumer awareness. For consumer protection,

consume wareness is highly essential. To save the consumers from exploitation & help them

to get value for their money is the objective of consumer awareness. Presently more than 300

voluntary organisations are working for the safety of consumers. Some of the important

consumer organisations are :

 Voluntary Organisation in Interest of Consumer Education(VOICE), New Delhi

 Common Cause, New Delhi

 Consumers’ Guidance Society of India, Mumbai

 Consumers Association, Kolkata

 Odisha Consumer Co-operative Federation Limited,

Ground realities clearly reveal that now-a-days consumers are quite aware of their rights and

responsibilities. Various campaigns, programmes organised by the govt. And several

consumer associations and NGOs to educate the consumers more and more. The

advertisements in newspapers, journals, magazines, television channels, and social media

caught the attention of consumers and attract them to know more about their rights and

various facts related to the consumer protection act. Literate and educated consumers are

strictly against the unfair practices of sellers but still something is there in the society which

didn’t allowed to completely curb and evacuate the social evil of consumer exploitation.

During this project I came to know some startling facts like selling of milk packets more than

MRP, non giving of cash memos on every transaction,etc , ill behaviour of shop-keepers(a

few) towards consumers, etc which should be eradicated. If the consumers go against these

sellers and stand against them it will cause a great impact in the society in the field of

consumer protection. In my opinion, an office should be opened by govt. Of India in every

block for consumer grievances hearing and assistance under Dept. Of Consumer Affairs. If

we all are aware of our rights and responsibilities and use them properly in the right way,

then the day is not far when the society will be free from consumer exploitation and there will

be no need of consumer protection anymore.

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REFERENCE

 BOOKS REFERRED:

 Tripathy S, Sahu U N, Das B K, Kar A K : 2017: Business Studies

And Management Class – XII :202-249

 Sharma R K, Gupta S K, Sharma R : 2017 : Business Studies

And Management Class XII :195-205

 Singla : 2017 :Business Studies And Management +2 Commerce 2nd Year :

192-208

 WEBSITES:

 http.wikipedia.org

 http.scribd.com

 http.slideshare.net

 http.consumersaffairs.nic.in

 http.toprr.com

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