chapter no. 04: consumer protections acts and...

Chapter No. 04: Consumer Protections Acts and ConsumerProtection Machineries in India.

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A Study of Consumer Movement in Selected Districts of Maharashtra.34

Chapter No. 04:

Consumer Protections Acts and Consumer

Protection Machineries in India.

Introduction.

Government Initiatives.

Bureau of Indian Standards (BIS).

The Consumer Protection Act, 1986.

Department of Consumer Affairs.

Responsible Consumer.

Rights of Consumer.

Judicial Redressal Mechanism.

Consumer Protection and National Consumer

Disputes Redressal Commission.

National Action Plan.

Publicity Measures.

Working Groups.

Training Programmes.

Awards on Consumer Protection.

Consumer Welfare Fund.

Setting Up Of Consumer Clubs In The

Schools/Colleges.

National Consumer Helpline.

Jagriti Shivir Yojana.


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A Study of Consumer Movement in Selected Districts of Maharashtra.Page 135

Setting Up Of District Consumer Information

Centre.

Consumer Welfare Fund.

Grahak Panchayat Maharashtra.

The Department Of Food and Civil Supplies of

Maharashtra.

State Commission of Maharashtra.

District Fora (Maharashtra).

State Consumer Protection Council.

District Consumer Protection Councils.

Consumer Welfare Advisory Committee.

The CONFONET Project.

Case Monitoring System of Confonet.


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Introduction:

The Consumer movement is a socio-economic movement

which seeks to protect the rights of the consumers in relation to the

goods purchased and services availed. Government has accorded

high priority to the programme of consumer protection. The

Department of Consumer Affairs being a nodal department in the

field of consumer protection has initiated a number of steps to

promote a responsible and responsive consumer movement in the

country. Such measures include the use of multi-media for

promoting consumer awareness and encouraging consumers'

involvement through efforts of Government and non-governmental

organizations and others. The main objectives of the consumer

protection programme are:1

1. To create suitable administrative and legal mechanisms this

would be within the easy reach of consumers.

2. To involve and motivate various sections of society such as

consumer organisations, women and youth to participate in

the programme.

3. To generate awareness among consumers about their rights

and responsibilities, motivate them to assert their rights and

not to compromise on quality and standards of goods and

services and seek redressal in consumer courts, wherever

required.


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Government Initiatives:

Various Acts and legislations enacted by the Government to

protect consumers are -

Table No. 4.01:

Acts and Legislations Enacted By the Government to

Protect Consumers.

Sr. Act Year.

1 Drugs Control Act. 1950

2 Industries (Development and Regulation) Act. 1951

3 Indian Standards Institution (Certification

Marks) Act.

1952

4 Prevention of Food Adulteration Act. 1954

5 Drug and Magic Remedies (Objectionable

Advertisement) Act.

1955

6 Essential Commodities Act. 1955

7 Trade and Merchandise Marks Act. 1958

8 Hire Purchase Act. 1972

9 Cigarettes (Regulation of Production, Supply and

Distribution) Act.

1975

10 Prevention of Black-marketing and Maintenance

of Supplies of Essential Commodities Act.

1980

11 Essential Commodities (Special Provisions) Act, 1981

12 Multi- State Co-operative Societies Act. 1984

13 Standard of Weights and Measures

(Enforcement) Act.

1985

14 Narcotic Drugs and Psychotropic Substances Act. 1985


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15 The Consumer Protection Act. 1986

16 The Bureau Of Indian Standards Act. 1986

17 Competition Act. 2002

18 Right to Information Act. 2005

19 Food Safety and Standards Act. 2006

Source: Indira Nair (2012) – Assessment of Consumer Awarenessamongst Undergraduate Students of Thane District-A Case Study -International Journal of Scientific and Research Publications,Volume 2, Issue 5, May 2012.

The Government has under taken various initiatives to

spread consumer awareness by resorting to publicity like

advertisements have been released in national dailies as well as

regional newspapers in local languages promoting consumer

awareness.

Bureau of Indian Standards (BIS):

The Bureau of Indian Standards was set up as a statutory

organization under the Bureau of Indian Standards Act, 1986

taking over the assets and liabilities of the Indian Standards

Institution (ISI) that came into existence in 1947. The Bureau has

its Headquarters in New Delhi. It has a network of 05 regional

offices, 34 branch offices, 04 inspection offices and 08 laboratories

which act as effective link between BIS, government, industry and

consumers. Bureau has made steady progress in various fields of

its key activities namely Standards formulation, Product

certification, Management system certification and Hallmarking.


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BIS is formulating need-based Indian standards in line with

national priorities in a time-bound manner. It also harmonizes

national standards with international standards in order to

facilitate adoption of international standards by all segments of

industry and business. During the period Apr to Dec 2012, 344 new

and revised standards were formulated and 216 Indian Standards

were harmonized with International Standards. A total of 5,021

Indian standards have so far been harmonized with International

Standards, which is 84.65 per cent of International Standards

where corresponding ISO/ IEC Standards exist.2

ISI Mark: The Bureau of Indian Standards, empowered

through a legislative Act of the Indian Parliament, known as

the Bureau of Indian Standard Act, 1986, operates a product

certification scheme, and has till date granted more than

30,000 licenses to manufacturers covering practically every

industrial discipline from agriculture to textiles to Electronics.

The certification allows the licensees to use the popular ISI

Mark, which has become synonymous with quality products

for the Indian and neighbouring markets over years. This

mark guarantees quality of every batch in production process.

ISI license is granted by the BIS for 1 year only and

performance of manufacturer is monitored before its renewal.

This mark is found on many products of day to day use.

AGMARK: AGMARK grading and standardization is a

Central Sector Scheme with the objective of promotion of

grading and standardization of agricultural and allied


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commodities under Agricultural Produce (Grading &

Marking) act, 1937. Quality standards for agricultural

commodities are framed based on their intrinsic quality. Food

safeties are being incorporated in the standards to compete in

World Trade. Standards are being harmonized with

international standards keeping in view the WTO

requirements. Certification of agricultural commodities is

carried out for the benefit of producer and consumer. Agmark

can be found on agricultural, horticultural, forestry and

livestock products. Consumers can look for AGMARK on

Cereals, Pulses, Spices, Honey, Rice, Wheat flour, Edible oil,

Ghee and butter, etc.

Hallmark: The gold consumption in India is increasing day

by day. Therefore the jewelers are also mushrooming. On the

customer’s point of view, there is no standardization of prices

in jewellery. The other problem is that marking charges varies

depend upon the jewellery shop. Even the jewellery owners

claim that their jewellery contain deferent carats, people have

no knowledge how to check the carat of the jewellery, where it

can be checked, etc. today getting good jewellery at a fair price

becomes herculean task for the customers. Government of

India has identified BIS as sole agency in India to operate this

scheme. BIS hallmarking Scheme is voluntary in nature and is

operating under BIS Act, rules and regulations. It operates on

the basis of trust and thus it is desirable that the aspect of

quality control is inbuilt in the system responsible for

managing quality. The BIS Hallmarking Scheme has been


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aligned with International criteria on hallmarking. As per the

scheme, license is granted to the jewelers by BIS under

Hallmarking Scheme.

The Consumer Protection Act, 1986:

As organised manufacturing activity increased, the seller

became stronger and better organised, while the buyer the ultimate

consumer, continued to be unorganised and weak. Buyers could

easily be misled and duped. The common consumer is neither

knowledgeable, nor well informed. He needs support and

protection from unscrupulous sellers. He is not in a position to

approach civil court for quick, inexpensive and speedy justice to his

complaint if required. The United Nations adopted guidelines for

protection of consumers on 9-4-1985. All countries were expected

to take suitable legislative measures. Accordingly, ‘Consumer

Protection Act 1986’ was passed with this view in mind. It is the

first enactment of its kind in India which is aimed at better

protection of interests of consumers in general.3 The object of the

Act is to protect the consumer from the exploitative and unfair

practices of trade and to provide inexpensive, easily accessible and

speedy remedy. The Act meets the long-felt need of protecting the

common man from such wrongs for which the remedy under

ordinary law for various reasons has become illusory. The

importance of the Act lies in promoting welfare of the society by

enabling the consumer to participate directly in the market

economy. It attempts to remove the helplessness of a consumer

which he faces against powerful business network and the society.


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The Consumer Protection Act, 1986 is a milestone in the

history of socio-economic legislation in the country. It is one of the

most progressive, comprehensive and unique pieces of legislation

enacted for better protecting the interest of consumers by

establishing forums for settlement of consumer disputes. All the

provisions of the Consumer Protection Act 1986 came into force

with effect from 1.7.1987 throughout the country except in the

State of Jammu & Kashmir. The State of Jammu & Kashmir has

enacted its own legislation in this field. Under the Act, three-tier

quasi-judicial consumer dispute redressal machinery was

established at the national, state and district level. These agencies

are popularly known as consumer forums or consumer courts.

These forums provide simple, speedy and inexpensive redressal of

the consumers' grievances. In terms of the Act, the Central

Government first constituted the Central Consumer Protection

Council (CCPC) on 1.6.1987 to promote and protect the rights of

the consumers and it has been reconstituted from time to time. The

resolutions of the Councils are recommendatory in nature. The

State Governments administrations are required to establish the

Consumer Protection Councils at the State level as well as at

District levels to strengthen consumer movement at the grass root

level.

Amendments:

The Act was amended in 1991 mainly to incorporate

provisions for the quorum of District Forum, appointing persons to

preside over State Commission/District Forum in case of absence

of the President to enable the court function uninterruptedly. In


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1993 the Act was again amended exhaustively to make it more

effective and purposeful.4 The Government has formulated

comprehensive proposals for amending the Consumer Protection

Act mainly based on the recommendations of the Working Group

and Expert Group set up for the purpose and the wide-ranging

consultations it’s had with the representatives of consumer

interests, presidents of the national and state commissions and

Central Government Ministries and Departments. These

amendments are mainly aimed at facilitating quicker disposal of

complaints, enhancing the capability of redressal agencies,

strengthening them with more powers, streamlining the

procedures and widening the scope of the Act to make it more

effective to protect the consumers’ interest.

The Consumer Protection (Amendment) Bill, 2001

introduced in the Rajya Sabha on 26th April, 2001 among other

things addresses the issues of quicker disposal of complaints,

widening the scope of the Act, strengthening the Consumer Courts,

streamlining the procedure and a proposal to strengthen the

consumer movement. It is also proposed to establish a consumer

protection council in every district in order to strengthen the

consumer movement at the grassroots level. Enactment of the

Amendment Bill will not only further strengthen the consumer

movement in the country but also help the large number of

consumers in securing speedy and effective redressal of their

complaints.


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The State legislature has incorporated most of the provisions

of the Central Act of 1986. Amendments were made to the Act in

1991 to provide for situations of absence of President of Forum.

Major changes were made in 1993. Monetary limit of District

Forum was increased from Rs.1.00 lakh to Rs.5.00 lakhs and that

of State Commission from Rs.10.00 lakhs to Rs.20.00 lakhs.

Limitation of two years was specified for filing of complaint.

Provision for awarding costs up to Rs.10,000/- was made for

frivolous or vexatious complaints. Many changes were made in

respect of working of Pattern District Forum, State Commission

and National Commission. On getting further experience in

implementation of the Act, substantial changes have been made by

Amendment Act, 2002. The major changes made are-5

a. Enhancement in monetary limits of District Forum and State

b. Commission

c. Payment of fees for filing complaint or appeal

d. Complaint or appeal that will have to be admitted first

e. Reasons to be recorded if decision not given within specified

time

f. Cost of adjournment to be imposed

g. Interim orders to be passed

h. Allowing of senior most members to discharge functions of

President in absence of President.

i. Pre-deposit of certain amount before appeal is entertained

j. Notice to be sent by Fax or Courier.


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Department of Consumer Affairs:

The Department of Consumer Affairs under Ministry of

Consumer Affairs, Food and Public Distribution is responsible for

the formulation of policies for Consumer Cooperatives, Monitoring

Prices, Consumer Movement in the country and Controlling of

statutory bodies like Bureau of Indian Standards (BIS) and

Weights and Measures. Department of Consumer Affairs (DCA) is

one of the two Departments under the Ministry of Consumer

Affairs, Food & Public Distribution. It was constituted as a separate

Department in June 1997 as it was considered necessary to have a

separate Department to give a fillip to the nascent consumer in the

country. The Department has been entrusted with the following

work. Internal Trade.6

The Essential Commodities Act, 1955 (10 of 1955) (Supply,

Prices and Distribution of Essential Commodities not dealt

with specifically by any other Department).

Prevention of Black Marketing and Maintenance of Supply of

Essential Commodities Act, 1980(7 of 1980).

Regulation of Packaged Commodities.

Training in Legal Metrology.

The Emblems and Names (Prevention of Improper Use) Act,

1952. Standards of Weights and Measures - The Legal

Metrology Act, 2009.

Bureau of Indian Standards Act, 1986.

Laying down specifications, standards and codes and

ensuring quality control of bio-fuels for end users.

Consumer Cooperatives.

Consumer Protection Act, 1986.


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Chart No. 4.01:

Organization and Administration of Department of

Consumer Affairs.

Source: http://consumeraffairs.nic.in


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Chart No. 4.01:


Consumer Affairs.



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Chart No. 4.01:


Consumer Affairs.


http://consumeraffairs.nic.in




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A Study of Consumer Movement in Selected Districts of Maharashtra.7

Responsible Consumer:

To be an effective consumer and further his/her interests,

and to make a proper consumer choice, the consumer must be

knowledgeable and empowered. The consumer intervention can

influence the market. Therefore, the consumer should act

responsibly. The consumer should -

be alert in the market.

always check correct weights and measures.

be conscious about date of manufacture and expiry.

observe pricing and ingredient labeling minutely.

check the standard marks like ISI, Agmark, Eco-mark.

see the terms and conditions of warranties and guarantees

before making a purchase.

assert but not abuse their consumer rights when seeking

value for the money in market place transactions.

know what and when to ask questions.

The responsible consumer has

To be alert and questioning about the goods and services

used.

Not to be tempted by clever and misleading advertisements

with exaggerated claims of products and services, but to

critically examine the utility of the product or services and

the guarantees and warranties attached to them.

To take up examination of products and offer services.

To exercise of choice on the basis of comparison of relative

merits of products and services, wherever such choice is

available.


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Adopt an attitude of non-compromising quality of goods and

services to ensure full value for money paid.

To raise his/her voice and protest against any form of

exploitation by Trade and Industry or violation of any of the

consumers’ rights in regard to quality of goods and services,

be prepared to take action to enforce fair and just demands.

Rights of Consumer:

The Act is intended to protect the following rights of the

consumer:7

a. Right of protection from marketing of the goods and services

which are hazardous to life and property.

b. Right to be informed about the quality, quantity, purity,

standard and price ‘of the goods or services, so that the

consumers are protected from the unfair trade practices.

c. Right to have access to variety of the goods and services at

competitive prices - (Right to choose)

d. Right to be heard and to be assured that consumer interests

will receive due consideration.

e. Right to stop unfair trade practices, restrictive trade practices

and exploitation of consumer.

f. Right to consumer education.

g. Right of speedy and simple redressal to consumer disputes.

Government’s Role:

A separate Department of Consumer Affairs was created in

1997 to act as the nodal outfit in the Central Government for

promoting and protecting the welfare of consumers.8 It seeks to do


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this in various ways such as ensuring availability of essential

commodities at reasonable prices including monitoring of prices,

formulating standards of goods and services, regulation of

weighing and measuring instruments and pre-packed commodities

and providing a legislative framework for safeguarding consumers’

interests and establishment of machinery for redressal of

consumer complaints. To meet these objectives the Department

has been undertaking various measures involving all concerned to

strengthen the consumer movement in the country. Some of the

important measures being taken to strengthen the consumer

movement include initiating multimedia publicity programmes to

educate the consumers, providing financial assistance through

consumer welfare fund to the NGOs and State Governments to

generate consumer awareness, setting up of district information

centres to guide the public, national awards on consumer

protection to encourage outstanding work by women and youth,

observing national and World Consumer Rights Day to remind the

consumers to be vigilant, interactions with various interests

through Central and State Consumer Protection Council to

promote and protect the rights of the consumers, formulation of

citizens’ charters containing their entitlements to public services,

standards of performance and redressal of grievances for providing

an efficient and responsive administration. The success of the

consumer movement mainly depends upon the level of consumer

awareness around the country. The Government can only be

playing the role of a facilitator or catalyst. The growth of consumer

movement is a voluntary effort involving the participation of one


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and all. Only alert consumers can protect themselves and the

society.

Judicial Redressal Mechanism:

The main object of the Consumer Protection Act is to provide

economical, efficacious and speedy justice to the consumers at

large. The Act envisages the setting up of a three-tier quasi-judicial

redressal mechanism viz.,

i) The District Forum

ii) The State Commission; and

iii) The National Commission.

This decentralized system helps the consumers who are

aggrieved to approach the appropriate fora. These quasi-judicial

bodies will observe the principles of natural justice and have been

empowered to give reliefs of a specific nature and to award

compensation wherever appropriate. Penalties for non-compliance

of the orders given by the quasi-judicial bodies have also been

provided. The services of these \ consumer fora cover all public,

private business and service sector which includes Banking,

Finance, Insurance, Transport, Electricity, Telecommunications,

Entertainment and so on. These fora have been expanding their

jurisdiction in the best interest of consumers.

District Forum:

The State Government is empowered to establish a

Consumer Disputes Redressal Forum known as District Forum at

each district. The State Government can establish more than one


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District Forum in a district, in case the necessity is felt. The District

Forum is the lowest in the hierarchy of the three-tier quasi-judicial

system. Prior to the Amendment made to the Act during 1993, the

State Government was empowered to establish a District Forum

only with the approval of the Central Government. However the

same requirement has been omitted in the 1993 amendment.9 As a

result, the State Governments have been authorized to establish

District Fora, on their own, without the interference of the Central

Government.

State Commission:

The State Commission called “State Consumer Disputes

Redressal Commission” is the second in the hierarchy of the three-

tier quasi-judicial system established under the Act. The State

Commission is to be established by every State Government by

issue of a notification to be published in the Official Gazette. It has

both the original as well as appellate jurisdictions.

National Commission:

The Act provides for the establishment of the National

Commission by the Central Government by notification. It is the

highest consumer disputes redressal forum among the three tiers

established under the Act. A perusal of the rules and provisions

makes it very clear that the Government intended to secure

independence of the Commission. Before assuming the office, the

members of the commission have to give an undertaking that they

do not and will not have any financial or other interests capable of

affecting their functions. It is gratifying to note that the President


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or any Member is debarred from holding any office for five years

after ceasing to hold such office, in any organisation which was a

party before the National Commission during his tenure. Any

person contravening this provision would be committing an

offence under the Act.

Consumer Protection and National Consumer Disputes

Redressal Commission:

The Consumer Protection Act, 1986, is a benevolent social

legislation that lays down the rights of the consumers and provides

there for promotion and protection of the rights of the consumers.

The first and the only Act of its kind in India, it has enabled

ordinary consumers to secure less expensive and often speedy

redressal of their grievances. By spelling out the rights and

remedies of the consumers in a market so far dominated by

organized manufacturers and traders of goods and providers of

various types of services, the Act makes the dictum, caveat emptor

(buyer beware) a thing of the past. The Act mandates

establishment of Consumer Protection Councils at the Centre as

well as in each State and District, with a view to promoting

consumer awareness.10

The Central Council is headed by Minster, In-charge of the

Department of Consumer Affairs in the Central Government and

the State Councils by the Minister In-charge of the Consumer

Affairs in the State Governments. It also provides for a 3-tier

structure of the National and State Commissions and District

Forums for speedy resolution of consumer disputes.To provide


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inexpensive, speedy and summary redressal of consumer disputes,

quasi-judicial bodies have been set up in each District and State

and at the National level, called the District Forums, the State

Consumer Disputes Redressal Commissions and the National

Consumer Disputes Redressal Commission respectively. At

present, there are 629 District Forums and 35 State Commissions

with the National Consumer Disputes Redressal Commission

(NCDRC) at the apex. Each District Forum is headed by a person

who is or has been or is eligible to be appointed as a District Judge

and each State Commission is headed by a person who is or has

been a Judge of High Court.11

The National Commission was constituted in the year 1988.

It is headed by a sitting or retired Judge of the Supreme Court of

India. The provisions of this Act cover ‘goods’ as well as ‘services’.

The goods are those which are manufactured or produced and sold

to consumers through wholesalers and retailers. The services are

in the nature of transport, telephone, electricity, housing, banking,

insurance, medical treatment, etc. A written complaint, can be filed

before the District Consumer Forum for pecuniary value of up to

Rupees twenty lakh, State Commission for value up to Rupees one

crore and the National Commission for value above Rupees one

crore, in respect of defects in goods and or deficiency in service.

The service can be of any description and the illustrations given

above are only indicative. However, no complaint can be filed for

alleged deficiency in any service that is rendered free of charge or

under a contract of personal service.


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The remedy under the Consumer Protection Act is an

alternative in addition to that already available to the aggrieved

persons / consumers by way of civil suit. In the complaint / appeal

/ petition submitted under the Act, a consumer is not required to

pay any court fees but only a nominal fee. Consumer Fora

proceedings are summary in nature. The endeavor is made to grant

relief to the aggrieved consumer as quickly as in the quickest

possible, keeping in mind the provisions of the Act which lay down

time schedule for disposal of cases. If a consumer is not satisfied by

the decision of a District Forum, he can appeal to the State

Commission. Against the order of the State Commission a

consumer can come to the National Commission.

In order to help achieve the objects of the Consumer

Protection Act, the National Commission has also been conferred

with the powers of administrative control over all the State

Commissions by calling for periodical returns regarding the

institution, disposal and pendency of cases. The National

Commission is empowered to issue instructions regarding

adoption of uniform procedure in the hearing of the matters,

1. Prior service of copies of documents produced by one party to

the opposite parties,

2. Speedy grant of copies of documents, and

3. Generally over-seeing the functioning of the State

Commissions and the District Forums to ensure that the

objects and purposes of the Act are best served, without

interfering with their quasi-judicial freedom.


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Functioning of District Forum, State Commission and

National Commission is consumer friendly, and thus a consumer

can file a complaint and also address arguments in person. In

genuine cases where the complainant/ appellant/ petitioner before

the National Commission are unable to engage the services of an

advocate legal aid is provided by the Commission free of charge.

National Action Plan:

Consequent upon the 50th National Development Council

(NDC) meeting, Planning Commission has identified and included

“Consumer Awareness and Redressal and Enforcement of

Consumer Protection Act, 1986” as one of the priority agenda for

action, among others, for the year 2003-2004 and asked the

Department to prepare a National Action Plan.12 A National Action

Plan was accordingly prepared and sent to the Planning

Commission. The action plan contained various components. The

programmes for which additional budget allocation of Rs. 311.81

crores sought from Planning Commission was as under;


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Table No. 4.02:

Additional Budget Allocation from Planning Commission.

Sr. Particulars.Rs. In

Crores.

1. Consumer protection 200.00

2. One-time grant for new consumer forums. 19.20

3.One-time-grant for old consumer forums

(additional to earlier grant)30.90

4. One-time-grant for UTs which could not be drawn 1.62

5. Computerisation of Consumer forums 27.39

6.Construction of National Commission office

accommodation at INA Complex11.00

7.Purchase of Weights & Measures standards for

Central Government Laboratories7.70

8..Purchase of Weights & Measures standards for

State Governments / UT Admns. Laboratories.14.00

Total: 311.81


Concerted efforts are on with the Planning Commission and

the Ministry of Finance for enhancement of budget allocation. The

State Governments have also been provided with a copy of the

National Action Plan on consumer protection to enable them to

prepare their State Action Plans for furthering consumer

protection programmes. The other important components of

National Action plan include the following to strengthen consumer

protection;13



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1. Strengthening Infrastructure of National Commission.

2. Establishment of Circuit Benches of National Commission

3. Greater Involvement of States/UTs with Consumer Welfare

Fund (CWF).

4. Greater Involvement of District Administration

5. Formulation of a National Policy on Consumer Protection

6. Functioning of Working Groups in different areas of

consumer interests.

7. Establishment of National Consumer Helpline

8. Working of a Consumer Activist Group

9. Promotion of Gold Hall Marking

10. Action Plan for States/UTs

1. To implement the amended provisions of 2002 of the Act the

Consumer Protection Rules, 1987 were amended vide Gazette

Notification No. G.S.R. 175(E) dated 5.3.2004. The

corresponding regulations formulated by National

Commission as per the amended provisions of the Act has

been finalized and submitted to the Ministry of Law and

Justice for vetting.

2. The direct rapport was further strengthened with the State

Secretaries and Presidents of State Commissions enabling

the Department to take consumer movement forward. The

progress is followed up with periodical progress reports and

further discussions, either in Delhi or the concerned State.


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3. Performance of Consumer Dispute Redressal Agencies has

improved. States have also shown eagerness to establish

Circuit Benches. Second Bench of the National Consumer

Disputes Redressal Commission (NCDRC) was established in

September, 2003 for faster disposal of cases filed in the

NCDRC.

4. With the amendment of the Consumer Protection Rules,

1987 in March, 2004 posts of Members were enhanced from

four to six to enable the National Commission for setting up

of the second Bench of the Commission. Rules are further

being amended to enhance post of Members from six to nine

in the Commission for the third Bench of the Commission.

5. An additional office space of 1970 square feet was provided

by the Directorate of Estates to National Commission in the

seventh floor of Janpath Bhawan during April, 2004 to

facilitate third bench by the Commission. To facilitate the

bench, six staff posts are being created.

6. Eleven cities were notified as places other than New Delhi

where National Commission could hold its Circuit Benches

vide S.O. No. 974(E) dated 31 August, 2004. NCDRC had its

first circuit Bench at Hyderabad in January, 2005.

7. The Department of Consumer Affairs and the National

Consumer Disputes Redressal Commission jointly organized

a National Conference of the Presidents of the State


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Commissions and the Secretaries in charge of Consumer

Affairs in the States and UTs on 17th August, 2004 at New

Delhi to review the functioning of the District Forums and

State Commissions and also to discuss matters concerned

therewith for improvement in the functioning of the

Consumer forums.

8. The Standing Finance Committee (SFC), headed by the

Secretary, Consumer Affairs in its meeting on 28.9.2004,

approved the scheme for construction of building of the

National Consumer Disputes Redressal Commission at I.N.A.

Complex New Delhi. Since, the Ministry of Urban Affairs is

not in a position to utilize the budget provision of Rs 6.00

crores' under Capital head of Plan 2004-05; efforts are being

made to utilize this allocation for the scheme of

“computerization of consumer forums”.

9. Hon'ble Justice M.B. Shah, President, National Commission

attended the ‘13th Annual Consumer Rights Litigation

Conference' in Boston on November 5-8, 2004 organised by

National Consumer Law Centre, U.S.A.

10. Participation in the training courses conducted by IIPA for

Presidents and Members of District Forums, etc. was very

poor in the past. With better coordination between the

Department, NCDRC, States and IIPA, each course is now

fully attended. Senior officers of the Department interact

with the participants in each course and suggestions are


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made to improve the course. A new course has also been

introduced for the State/District level officers dealing with

Consumer Protection. This course is being held at Bureau of

Indian Standards Training Institute at NOIDA and senior

officers of the Department always go for interaction with the

participants.

11. The Department has been taking a number of proactive

measures in close association with VCOs, State Governments,

NCDRC, and BIS etc. With a view to direct their potential in

a structured way, six working groups have been set up to

address various consumer problems in the area of Food

Safety; Drugs, Tobacco; Misleading Advertisements;

Counterfeit, Fake, Spurious Contraband products; and also

to further amend the Consumer Protection Act. In addition,

Committees have been constituted to evolve a National

Consumer Policy to suggest ways and means of early disposal

of consumer complaints by conciliation as followed by Lok

Adalats or other possible ways.

12. A pilot project for Consumer Protection is underway with

support of German Government through Department of

Economic Affairs, Ministry of Finance. The broad outline of

the project has already been prepared during the workshop

held in October, 2004, in which Indian as well as German

side had actively participated.


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Publicity Measures:

The success of Consumer movement mainly depends upon the

level of consumer awareness generated in the country by educating

the consumer about their right and responsibilities, coupled with

effective functioning of the consumer forums where the consumers

can ultimately assert their rights in seeking redressal. Where the

literacy rate is high and social awareness is greater, the consumer

cannot be easily exploited. Within India, the level of Consumer

awareness varies from State to State depending upon the level of

literacy and the Social Awareness of the people. The Department of

Consumer Affairs has been providing with an annual budget of Rs.

3.10 crores during 10th plan period. Out of this meager budget

available, the Department has been taking a number of Steps to

strengthen consumer movement in the country involving the State

Governments, voluntary consumer organizations, consumer

activists, etc. Some of the important measures taken by the Central

Government during the year 2004-05 to generate consumer

awareness are given as under:14

1. “Jago Grahak Jago” weekly radio programme:

Radio, being cheapest and having widest reach a 15-minute

weekly programme “Jago Grahak Jago” is being broadcasted

through 70 stations in 20 regional languages. To make the

programme popular a prize of Rs.500/- per programme in

every language is given.

2. Gyanvani Channel: The Department has provided

programmes produced in the field of consumer protection for


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broadcasting through Gyanvani FM Radio Stations

functioning under Indira Gandhi National Open University

(IGNOU) for the benefit of Students.

3. Radio Spots : The Department has produced 6 audio spots

of 20 seconds duration on various consumer related issues

such as Maximum Retail Price, Short Measurement, Expiry

date on medicine, adulteration, ISI mark ,Redressal system

and started broadcast from October 14th Onwards in All

India Radio, Radio Mirchi and Radio City stations.

4. Video programmes ‘Grahak dost': A 12 episode Video

programme namely, ‘Grahak Dost’ of 30 minutes duration

was produced by the Department in Hindi language which

was telecast on Doordarshan. This programme is further

made in 4 regional languages to spread the message of

consumer awareness in remote areas. It has also been

decided by the department to provide copies of this entire

programme to the Field Publicity Units of Ministry of

Information and Broadcasting for creating awareness

particularly in rural areas.

5. Video programmes for school: Department also

prepared 4 video programmes in Hindi each of 30 minutes

duration specially targeting primary, upper–primary and

secondary level student of school during the year and got it

telecast through Doordarshan. The programme will be made

available in CD to schools, consumer clubs in the school,


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State Government and others concerned to involve the

students in the consumer movement.

6. Kissan Channel: The Department has provided the copies

of video programmes produced in the field of consumer

protection for telecast through Kissan Channel functioning

under Indira Gandhi National Open University (IGNOU) for

the benefit of Farmers.

7. Video Spots: The Department has produced 6 video spots

of 20 seconds duration on various consumer related issues

such as M.R.P. Short Measurement, Expiry date on medicine,

adulteration, damaged product, Redressal system and started

the telecast from October 14th onwards through

Doordarshan and also in private news channels.

8. Quarterly Magazine “Upbhokta Jagran”: Department

is bringing out a bilingual quarterly magazine which is sent

free of Cost to Voluntary consumer organization, State

Consumer Protection Council (CCPC) members, State

Governments and other concerned to disseminate consumer

related information at the grass root level.

9. Booklet on welfare scheme of the Ministry:

Department has distributed booklet on welfare schemes of

the Ministry in Hindi and English language up to block level

for giving wide publicity and to enable the people to derive

benefit from the schemes.


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10. Repeated News Paper Advertisements: To educate the

consumers about their rights and responsibilities, the

Department has started publishing small advertisements

repeatedly in leading dailies of Delhi, North Eastern and

Western Regions on every day from 6th October 2004

onwards.

11. Cinema Slides: The Department has launched it s

consumer campaign in all regional languages through cinema

slides in 9186 Cinema Halls in States.

12. Animation display: The Department has also launched it

s consumer campaign through animation display in Delhi

and Jammu in English and Hindi.

Working Groups:

On the recommendation of Central Consumer Protection

Council; following six working groups have been set up in the

Ministry to consider ways and means of protecting interests of the

consumers in these critical areas:15


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Table No. 4.03:

Formation of Working Group.

Sr. Name of the Working Group Constituted on

1. Food Safety. 10.10.2003.

2. Misleading Advertisements. 1.1.2004

3.Drugs, Pharmaceuticals and Medical

Devices / Equipments.7.1.2004

4.Consumer Health & Safety concerning

Tobacco Products.8.1.2004

5.Counterfeit, Fake, Spurious, Contraband

products.12.1.2004

6.

To formulate the following New Acts/for

including the proposals for amending in the

existing Acts relating to Consumer Interest,

e.g.

a. Product Liability Act;

b. Unfair Terms of Contract Act;

c. Builders Licensing Boards Act;

d. Whistle Blowers Protection Act

16.1.2004




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Training Programmes:

To educate consumer organizations and other sections of

society, the Department has conducted training programmes in the

field of consumer protection. The training programmes are also

being conducted for non- judicial Members and Presidents of the

State Commissions / District Forums. During 2004-2005, eight

training courses for non-judicial Members and for Presidents of

consumer forums are scheduled. So far, 44 training programmes

for non-judicial members have been conducted in which 1036

members have been trained. This year for the first time three

training programmes are also being conducted on regional basis.

To improve the above training programmes, the work relating to

assessing the requirements, selection of participants and course

content has been entrusted to National Commission. These

programmes are being conducted in collaboration with Indian

Institute of Public Administration (IIPA), New Delhi.16

Awards on Consumer Protection:

To encourage voluntary consumer organisations, particularly

women organisations and those functioning in rural, tribal and

backward areas, ' Swami Vivekananda National Award for

Consumer Protection' has been instituted. The Award comprises

first, second and third prize of Rs. 50,000/-, Rs. 40,000/- and Rs.

30,000/- respectively along with the certificates of merit. To

involve the youth of this country in promoting a strong consumer

movement particularly at grass root level, the Department has

instituted a 'Swami Vivekananda National Youth Award for

Consumer Protection'. Youth in the age group of 15-35 years, who


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have done outstanding work in the field of consumer protection,

are eligible for the Award. The Award comprises three prizes of Rs.

20,000/-, Rs. 15,000/- and Rs. 10,000/- along with certificates of

merit. Similarly, a Swami Vivekananda National Award for Women

has been instituted to recognise women who have done

outstanding work in the field of consumer protection. The Award

comprises three prizes of Rs. 20,000/- Rs. 15,000/- and Rs.

10,000/- alongwith certificates of merit. The National Award was

named after Swami Vivekananda in 1998. The Swami Vivekananda

National Awards for the year 2001 were distributed in the Central

Consumer Protection Council (CCPC) meeting held in March,

2003.17

Consumer Welfare Fund:

In 1991, the Central Government amended the Central Excise

and Salt Act, 1944 to create the Consumer Welfare Fund. The Fund

has been set up by the Department of Revenue and is being

operated by the Department of Consumer Affairs. The money,

which is not refunded to manufacturers, is credited to the Fund.

The main objective of the fund is to provide financial assistance for

promoting and protecting the welfare of consumers, generating

consumer awareness and strengthening the consumer movement

in the country particularly in rural areas. Till March, 2004, a sum

of Rs.87 crores has been credited to the fund.


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Setting Up Of Consumer Clubs In The Schools/Colleges:

This scheme has been introduced recently according to which

a Consumer Club shall be set up in each Middle/High/Higher

Secondary School/College affiliated to a government recognized

Board/University. A grant of Rs.10,000/- per Consumer Club is

admissible under this Scheme. Till the end of December 2004,

2245 Consumer Clubs have been sanctioned in the States of

Andhra Pradesh, Jammu & Kashmir, Tripura, West Bengal, NCT of

Delhi and Maharashtra. Scheme on promoting involvement of

Research Institutions/Universities/ Colleges etc in Consumer

Protection and Consumer Welfare.18 This scheme has been

launched with a view to sponsor research and evaluation studies in

the field of consumer welfare to provide solution to the practical

problems being faced by the consumers, to sponsor seminars /

workshops / conferences on the consumer related topics, and to

have necessary inputs for the formulation of

policy/programme/scheme for the protection and welfare of the

consumers. The Indian Institute of Public Administration, New

Delhi, has been identified as the nodal organization to administer

this scheme.

National Consumer Helpline:

Department has sanctioned a proposal to set up a National

Consumer Helpline in Delhi University by utilizing funds from

CWF. The objectives of the scheme are:

1. To create awareness among consumers regarding their rights

and responsibilities,


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2. To provide telephonic as well as personal counseling to

consumers,

3. To provide assistance for out-of-court settlements of

consumer disputes.

The methodology to be adopted for the Helpline would

include, publicity through leading newspapers at regular intervals,

Toll Free telephone lines, covering the entire country and trained

manpower to provide counseling and assistance.

Jagriti Shivir Yojana:

Jagriti Shivir Yojana has been launched in June, 2001. The

scheme aims at spreading awareness through the State

Government and the District Administration officials in association

with local elected representatives. So far an amount of Rs.30.50

lakhs had been released to the States/UTs in respect of 61 districts

till December 2004. The amount of grant has been increased from

Rs.50, 000/- to Rs.1,00,000/- last year.19

Setting Up Of District Consumer Information Centre:

A scheme to set up a District Consumer Information Centre

in each district of the country in a phased manner at a cost of Rs.5

lakhs per Centre was launched in October, 2000. These Centers are

to be set up by Zilla Parishads/Voluntary Consumer Organizations

of repute on a continuous basis. So far, 104 DCICs have been

sanctioned for various districts across the country up to the end of

December, 2004 and an amount of Rs. 1.40 crore has already been

released to the concerned organizations.


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Consumer Welfare Fund:

In order to promote the consumer movement throughout the

country, the State Governments are being encouraged to create

their own State Consumer Welfare Fund. For strengthening

financial support, the amount of seed money given to the States

has been recently increased from 1:10 to 50:50 by Centre and

State. The Central Excise and Salt Act, 1944 was amended in 1991

to enable the Central Government to create a Consumer Welfare

Fund where the money which is not refundable to the

manufacturers, etc. is being credited. Consumer Welfare Fund was

created in 1992 with the objective of providing financial assistance

to promote and protect the welfare of the consumer, create

consumer awareness and strengthen consumer movement in the

country, particularly in rural areas.

The Department of Consumer Affairs operates the fund,

setup by the Department of Revenue under the Central Excise and

Salt Act, 1944. The Consumer Welfare Fund Rules were notified in

the Gazette of India in 1992 and Guidelines were framed in 1993.

Under the Consumer Welfare Fund Rules, any agency/organisation

engaged in consumer welfare activities for a period of three years

and registered under the Companies Act, 1956 or any other law for

the time being in force, village/mandal/Samiti-level cooperatives

of consumers, industries State Government etc are eligible for

seeking financial assistance from the Fund. The advent of

globalization, market economy has expanded areas that need

intervention on behalf of the Government to protect the interest of

consumers. Consumer Welfare Fund Guidelines were accordingly


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revised in 2007 to suit to the present day requirements. A sum of

Rs. 82.10 crore is available in the fund. An amount of Rs.26.27

crore was utilised from the fund in 2011-12 and Rs. 28.66 crore

have been utilised during the current financial year till 2013.20

Consumer Awareness Scheme, Jagriti Shivir Yojana and District

Consumer Information Centre are being evaluated by an

independent agency. The continuation or revision of these schemes

will be taken on the basis of the evaluation report. Statement of

cases filed/disposed of/pending in the National Commission and

State Commissions.

Grahak Panchayat Maharashtra:

Grahak Panchayat Maharashtra and Grahak Panchayat

Pravaasi Mahasangha (sister organization of Grahak Panchayat)

are working together for the welfare of the consumers. There are

Five divisions of Grahak Panchaayat in Maharashtra- such as Pune,

Nashik, Aurangabad, Vidarbha and Kokan. Near About 700

consumer activists are working dedicatedly for consumers welfare

in all over Maharashtra.21 The Pioneer of Indian consumer

moment Grahakteerth Hon. Shri Bindu Madhav Joshi is the

Founder of this organization. Inspired by him Dr. Vijay Lad

registered this organization This Organization is of the consumers,

run by the consumers but for the uplift of the nation. The

Organization is free from Politics and Government Grants. Grahak

Panchayat is not a Political Party. It is not a Part of any Ism. The

entire activity is based on the faith and confidence of the

consumers. Grahak Panchayat wants to build a basic faith in our

country and consumer. Grahak Panchayat has to work for the


2014


lowest start of the society because panchayat believes that the

consumer is the kingpin of democracy. All the activists, without

taking any remuneration, are devoting their time to work for

consumer welfare under the able guidance of State Executive

Council. The Grahak Pancayat Maharashtra established with the

following mission and objective.

1. To establish a disciplined and devoted institution and

develop a consumer movement by cultivating moral values,

dedication, trusteeship and love for nation.

2. To create consumer awareness by educating them about their

duties and rights.

3. To help Consumers to obtain their rights and protect them

from unfair trading.

4. To educate all citizens and consumers by lectures, meetings,

workshops, exhibitions and audio-visual aids about

consumer movement, consumer protection and consumer

welfare.

5. To establish an academy or research centre to study Indian

Consumer Policy and to establish such centres in school,

colleges and universities.

6. To solve consumers grievances in consumer forums and

demand justice for consumers.

7. To make efforts to form guidelines about price, distribution

and sale of goods.

8. To protect all the consumers economically and socially.

9. To work with different co-related organizations of equal

thoughts on state and national level for the welfare of the

consumers.


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10. To help co-related organizations of equal thoughts or to give

them affiliation of such co-related organization for

development of work.

11. Not to particpate or take part in canvassing in any political

election.

12. To discuss with State or Central Government and take

decision for consumer welfare

The Department Of Food and Civil Supplies of

Maharashtra:

The department of Food and Civil Supplies came into

existence as a separate unit in the State from March, 1965. It was a

part of Agriculture, Food and Cooperation Department prior to this

arrangement. The organization of Weights and Measures separated

from Industry, Energy and Labour Department and merged with

the department from December, 1977. The department mainly

deals with the demand and supply of various essential

commodities in the open market as well as Public Distribution

System. The basic responsibility of the department is to enforce of

various control orders passed in respect of the Essential

Commodities Act, 1955 for price stabilization and matters

pertaining to weights and measures. The main objectives of the

Department are-22

To strengthen the Targeted Public Distribution System.

To ensure an easy availability of Essential Commodities at

reasonable rates.

To create storage facility for public distribution system;.

To promote


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Structure of The Department:

Following sub-sections are working under administrative

control of this department -

1. Office of the State Commission and District Fora

2. Organization of Rationing in Mumbai - Thane Rationing Area

3. Offices of supplies under administrative control of Divisional

Commissioners and District Collectors

4. Office of the Director, Civil Supplies (Godown and Transport),

Mumbai

5. Office of the Commissioner of Supplies

6. Divisional & District Offices under the Controller of Weights

and Measures

7. Office of the Financial Advisor and Deputy Secretary.

State Commission of Maharashtra:

As provided in the Act the State Commission has been

constituted with effect from 31.10.1989. The Commission consists

of one President and five Members from which one is judicial

member and one is lady member. A sitting or retired High Court

Judge is appointed as the President, Judicial Member is appointed

from sitting or retired District Court Judge and other member is

appointed from persons of ability, integrity and standing and have

adequate knowledge or experience of, or have shown capacity

dealing with problems relating to economics, law, commerce,

accountancy, industry, public affairs or administration. One of the

members shall be a woman member. Considering the pendency of

the State Commission Circuit Benches of State Commission at

Nagpur & Aurangabad have been started and made functional.23


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District Fora (Maharashtra):

District Fora consists of one president and two members. A

District Judge or retired District Judge or a person qualified to be

appointed as a District Judge is appointed as president. The

eligibility of the members is similar to that member of the State

Commission. District Fora have been established for each district

and they are situated at the District Head Quarters. Taking into

consideration of heavy filing of the complaints the Additional Fora

have been established at Mumbai, Pune, Nagpur, Thane and

Mumbai Suburban Districts. Today total 40 Districts Fora have

been established and all are functional. And also 3 additional

Districts Fora have been created on adhoc basis. Jurisdiction of the

State Commission and District Forum is:

State Commission deals with the disputes involving Rs.20

lakhs to Rs.1 crore and disposes, appeals against the order of

district fora.

District Forum Deals with the disputes involving up to Rs.20

Lakhs.

State Consumer Protection Council:

The State Consumer Protection Council has been established

under the Maharashtra Consumer Protection (Amendment) Rules,

2004. Its Chairman will be the Minister-In-Charge of the

department while the Vice Chairmanship will be the Minister of

State in connection with Consumer Protection. Various

representatives of institutes, individuals, workers acting in the field

consumer movement and Government servants are appointed.

There are 38 members in the Council and its period is for 3 years


2014


District Consumer Protection Councils:

At the District Level, a District Consumer Protection Council

has been established under Maharashtra Consumer Protection

(Amendment) Rule 2004. The council consists of 40 official and

non-official members. The period of the District consumer

protection council is 3 years.

Consumer Welfare Advisory Committee:

The Government has established a single member

Maharashtra Consumer Welfare Advisory Committee with a view

to make recommendation to State Government regarding the

measures to be adopted to spread consumer movement in the rural

and remote areas of the State. Shri Azam Fakirbhai Pansare, has

been appointed as a Chairman on this Committee.

The CONFONET Project:

The CONFONET project has been implemented in the

backdrop of The Consumer Protection Act, 1986, which is a social

legislation, intended to protect consumers from all forms of

exploitation. Under the provision of the Act, quasi-judicial

machinery, namely, Consumer Forums at the district level and

Consumer Dispute Redressal Commissions at the State and

National Level were setup. With the objective to make the fruits of

this benevolent Act reach its wide target audience, this project was

initiated and an Executive Finance. Committee (EFC) was

prepared to provide a turnkey solution at each of the district

forum, state commission & national level, including linkages with

respective state and central governments.24 The Confonet Project


2014


has been catering to a wide range of beneficiaries with disparate

needs and requirements. These include:

1. Consumers

2. Consumer Activists and NGOs

3. Members of Consumer Courts

4. Bar Councils

5. Advocates

The Confonet Project aims at serving all sections of its wide

target audience through the various services offered by it.

Scope of Project:

The Confonet Project is a technical solution for development

and implementation of a computer network based system for the

application areas with main focus on Case Monitoring.

The activities undertaken as part of the project include:

1. System study, design & development of Case Monitoring

System, the standardized application software for NCDRC,

SCDRCs and District Forums

2. Specification finalization and supply of suitable Hardware for

each of the 629 locations in phases depending on the

readiness of the site

3. Procurement & supply of system software

4. Networking including both LAN & WAN

5. Training of staff on computer awareness & application usage

6. Onsite deployment support through trained technical

manpower posted at field locations


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Case Monitoring System of Confonet:

The Case Monitoring System provides a single-window

solution for automation of all the activities undertaken at the

Consumer Forums at the National, State and District Levels. The

registration of complaints, recording of court proceedings, issue of

notices, generation of cause lists, recording of judgments, record-

keeping and generation of statistical reports and all other court

related activities are carried out through this standardized software

alone. Role-based logins can be created for the different users and

related services can be easily offered to them. The various services

provided by the Case Monitoring System have been

diagrammatically depicted below:

Chart No. 4.02: Case Monitoring System.

Source: http://confonet.nic.in/CaseMonitor.html


2014

















2014
















http://confonet.nic.in/CaseMonitor.html



2014


The Case Monitoring System has automated the tasks of

Consumer Forums by providing the following facilities:

1. Cause list is generated automatically

2. Case status is readily available

3. Quick view of the case history

4. Quick search facility using case number, complainant name,

respondent name etc.

5. Judgment search using free text search.

6. Automatic notice generation after one time master entry

7. Various statistical reports generation

The Case Monitoring System incorporates specifically

designed modules which allow replication of data to a Centralized

Online Server. Once data has been exported to this server, it can be

accessed by the general public in the form of case status and case

history information, cause lists, judgments and national level

reports. The following flow-diagram shows how information

captured at the Consumer Forums is processed and made available

to the various stake-holders through MIS reports, cause lists,

judgments and case status:



2014


Chart No. 4.03: Information System of Confonet:


References:

1. Rajender Chaundhry (2001) - Consumer Protection Act- The

road map ahead.

2. Suresh Mishra (2009) – Consumer Awareness in Rural India

– Center for Consumer Studies, Department of consumer

Affairs, Government of India, New Delhi.

3. Hakim Iqbal A. (1997) - Consumer Issues and Consumer

Protection in India - The Business Review, Vol. 3, No. 1, pp.

203-213.


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References:


road map ahead.






203-213.


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References:


road map ahead.






203-213.





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4. M. Jain, Consumer Awareness: Survey in India: (1994)

Dissertation, Submitted Department of Commerce,

University of Delhi.

5. K. Dhyani & A Saklani (1994) - Awareness of Rights among

Indian Consumers - Indian Journal of Marketing.

6. http://consumeraffairs.nic.in

7. S. S. Singh & M. K. Balchnadran (1994) - Evaluation of the

Effectiveness of the Implementation of CPA.1986 - Survey

Report I.I.P.A., New Delhi.

8. Consumer Protection Act, 1986: Bare act with short notes,

Universal Law Publishing, New Delhi, 2000.

9. Sachin Sharma (2012) - National Seminar on Consumerism

in India Prospects and Challenges - The Times of India.

10. M. G. Parameswaran (2008) - The Great Indian Rural

Consumer – Business Standard, New Delhi.

11. http://ncdrc.nic.in/

12. http://consumeraffairs.nic.in

13. Sarangapani A. A (2009) - Textbook on rural Consumer

Behaviour in India- A Study on FMCGs, University Press,

New Delhi.

14. Vijender Shobha (2006) - A study on consumer

organizations- Role & Importance - Consumer Behaviour and

Consumer protection in India - New Centaury Publication,

New Delhi.

15. Thanulingon N. and Gnanadesigan C. (1998) - Awareness of

consumer rights among educated”, Consumer Protection and

Law - APH Publishing Corporation, New Delhi.

16. Buch M. N. (1990) - Practical simple tips to Consumers -

National Centre for Human settlements and Environment,

Bhopal.

17. Ghosh P. K. and Kapoor G.K. (2013) - Business and Society -

Sultan chand and Son, New Delhi.


http://ncdrc.nic.in/



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18. Sundaram S. (2012) - Consumer Protection in India – B. R.

publishing corporation, New Delhi.

19. Gurjeet Singh (2005) - The Law of Consumer Protection in

India: Justice within Reach - Dayal Publishing House, Delhi.

20. Annual Report 2012-13 – Ministry of Consumer Affaire, Food

and Public Distribution, New Delhi.

21. http://www.grahakpanchayat.com/aboutUs.htm

22. http://mahafood.gov.in

23. http://mahafood.gov.in

24. http://confonet.nic.in/CaseMonitor.html

http://www.grahakpanchayat.com/aboutUs.htm

http://mahafood.gov.in

http://mahafood.gov.in


chapter no. 04: consumer protections acts and...

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