Why consumers need protection, their rights and responsibilities, quality marks, the three-tier commissions under the Consumer Protection Act, 2019, reliefs and consumer organisations.
Key ideas
A consumer buys goods or hires services for a price, for his own use, not for resale or a commercial purpose.
Consumers need protection because many do not know their rights, are unorganised, and face adulteration, short weights and false advertising.
Business gains from protecting consumers: it is in its long-term interest, it uses society’s resources, and it is a social and moral duty.
The six rights: safety, to be informed, to choose (be assured), to be heard, to seek redressal, and to consumer education.
A consumer’s responsibilities include buying goods with quality marks, reading labels, asking for a cash memo, being honest and complaining when wronged.
A complaint can be filed by a consumer, a registered consumer association, the central or a state government, consumers with a common interest, or a legal heir.
Commissions can order removal of the defect, replacement, refund, compensation, punitive damages, an end to an unfair practice and withdrawal of hazardous goods.
Remember
District Commission (book’s limits)
value paid up to ₹50 lakh
State Commission
above ₹50 lakh, up to ₹2 crore
National Commission
above ₹2 crore
Appeals
District → State → National → Supreme Court; from a District order, within 45 days