While purchasing products, we ought to pay different prices for the same product in different shops. We wish to get goods at a fair price. What are the other aspects that a consumer expects while purchasing products and using services? • Quality • Reliability • After sale services • • Look at the experience given below. In the month of June, Anu and Vinu reached school with new umbrellas. Even though both of them used their umbrellas carefully, after two weeks Anu's umbrella was so damaged that it could not be opened. Vinu could use his umbrella well till the year end. In the above experience, which consumer was fully satisfied? Why? The act of fulfilling the wants of the consumer through the consumption of goods and services is called satisfaction. We read news related to food poisoning after having food from hotels. There are various circumstances where the consumers are exploited or cheated. • Selling low quality products • Adulteration • Charging excess price
Situations that lead to the exploitation of the consumers increase with the increase in the extent and intensity of consumption. Consumers must be able to consume with ease and without being exploited. For this, laws, administrative measures, and consumer education, etc. are necessary. Let us see some laws existing in India. Consumer Protection Act 1986 The Consumer Protection Act 1986 clearly defines the consumer's rights and sets up special judiciary mechanisms for consumer protection in India. Let us see some of the rights of the consumer as per the Act. • The right to be protected against the marketing of goods and services which are hazardous to life and property. • The right to be informed about the quality related aspects of goods and services. • The right to have access to goods and services at fair prices. • The right to be heard and to seek redressal at appropriate forums. • The right to consumer education. The consumer courts were established as a result of this Act
Consumer courts There may be situations in which the consumers are not satisfied with the dealings of the producers and distributors. Under such circumstances, they can approach the consumer courts which are mechanisms for assisting or helping them as per the law. Consumer courts play an important role in ensuring justice to the consumers. They settle consumer disputes by various means including ensuring compensation for the consumers. The consumer courts are able to create confidence in the consumers and bring about a qualitative change in their lives. Today, in India, consumers are utilising the services of consumer courts operating fruitfully at three levels- district, state and national. Let us see the structure and jurisdiction of the district, state and national consumer courts. District consumer disputes redressal forum State consumer disputes redressal commission National consumer disputes redressal commission - functions at district level - president and two members - at least one woman member - functions at state level - president and two members - at least one woman member - state government has the right to appoint more members. - functions at national level - president and not less than four members - Central government has the right to appoint more members. After collecting evidence based on the complaint filed by the consumer, verdicts are given where the compensation claimed does not exceed Rs 20 lakhs. Verdicts are given on consumer disputes where compensation claimed is above Rs. 20 lakhs but upto rupees one crore. Verdicts are given on disputes where compensation claimed exceeds rupees one crore
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