Consumer Rights

How consumers are exploited, their rights, quality marks like ISI, Agmark and Hallmark, COPRA and the three-tier consumer commissions.

Key ideas

• Sellers may cheat by underweighing, adulteration, poor quality, false claims or charging above the MRP.
• The organised consumer movement in India grew from the 1960s against shortages, hoarding and adulteration.
• Consumers have the right to safety, information, choice, redressal, representation and consumer education.
• A label should show the ingredients, MRP, batch number, dates of making and expiry, and the maker’s address.
• Quality marks assure standards: ISI (Bureau of Indian Standards), Agmark (oils and cereals) and Hallmark (jewellery).
• COPRA set up consumer commissions at district, state and national levels; which one hears a case depends on the value of the claim.
• A bill is proof of purchase, needed for a warranty or a complaint.

Remember

Watch out

• Mixing up Agmark (farm produce) and Hallmark (jewellery).
• Sending a case to the wrong commission: go by the value of the claim.
• Not keeping the bill: without it a complaint is hard to prove.

Worked example