consumer rights awareness in urban...

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CONSUMER RIGHTS AWARENESS IN URBAN AREAS OF

SAHARANPUR DISTRICT

5.1 Introduction

Consumer Awareness is most vital to society and a way to eliminate malpractices by the

manufacturers, producers, and marketers. The heartening part of present day consumer courts to

uphold the grievances, agony and strive for a transparent method of essential commodities &

services reaches the consumers & keep the service providers as well as manufacturers, marketers

at bay. Corruptions at all stages let those traders to go Scot free and unpunished. Hence the need

of the consumer awareness and legal remedies through consumer courts is to promote the

society’s welfare. The awareness is much needed today as we pay for the products from our hard

earned money and we should get its worth.

Saharanpur forms the most northerly position of the Doab land which stretches between holy

rivers of the Ganges and the Yamuna. The Shivalik hills rise above it on the northern frontier.

The position of Doab in which Saharanpur is situated was probably one of the first region of

upper India occupied by the Aryans colonisers as they spread eastward from the Punjab.

Saharanpur District attained the status as Saharanpur division in 1997 of Uttar Pradesh. As

regards its physical features, the north east of the district is surrounded by Shivalik hills and

separates it from the Dehradun District of Uttara Khand. The region is very poor in mineral

resource. Limestone stone builders are the only main minerals. Limestone is found in the

Shivalik hills. Stone hard to be used for building purposes is spare and is found in Shivalik,

while stone for road metal is found in the beds of solani, Hindan and Sakharov streams. The

Physical features and the climatic conditions of this district have played an important role in

shaping the history of Saharanpur district and making it distinct from the rest of the country.

Even though Saharanpur district does not have enough mineral resources many agro-based

industries have developed in the region. Many cottage industries have been also developed. Here,

sugar industry, paper and paperboard industry are also found. The large scale production of

sugarcane encourages the sugar industry.1

The levels of CRA have been measured in terms of exercising their rights and carrying out their

responsibilities as consumers. The following ten indicators selected were selected for measuring

the CRA in urban area of Saharanpur:

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(1) Sources of CRA information.

(2) Role and achievements of government to spread the CRA.

(3) Consciousness regarding brand and quality.

(4) Awareness about adulteration.

(5) Consumer education.

(6) Consumer empowerment.

(7) Time limit prescribed by CPA.

(8) Object of CPA.

(9) Functioning of consumer helpline/toll free number

(10) Appearing to CDRA for redressal

5.2 Scope of the Study

The present study is made to appraise the consumer rights awareness and its enforcement in

urban area of Saharanpur District. The study also aims at a discussion of the legal measures

taken by the Government at state as well as center. The study also includes an analysis of the

functioning of consumer redressal agencies. The aim of the study is to strengthen then the

institutional setup of consumer dispute redressal by acting as a facilitation mechanism. The aim

is to impart the consumer education in this area. It highlights to the value of the knowledge of

consumer about the consumerism and Consumer Protection Act. In recent times, there have been

tremendous changes in the tastes, fashions, life style, living standards, behavioral patterns and

level of awareness among the consumers. Technological innovations and information technology

have also further brought changes in the mindset of the consumers. Liberalization and

globalization have still more widened and exposed the consumers to different kinds of

products/brands. In order to exploit and explore the market potentialities, many business

strategies from time to time formulated by the producer to capture and win over the heart of the

consumers. It has been reported that the manufacturers are restoring to many mal practices in

different ways such as selling low quality product, low weight, adulteration, charging high prices

by creating artificial scarcity and also by misleading advertisements. Government has also

extended liberal financial assistance to conduct consumer awareness campaign and programmes

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to enlighten the consumer rights and privileges. Consumer awareness and consumerism in the

rural area of Saharanpur district is still in its infancy stage. Yet the consumer awareness has not

reached that stage as it should have.

The river Yamuna forms the boundary in the west which separates it from Kurnal and Yamuna

Nagar Districts of Haryana. In the east, lies the district of Haridwar which was the part of the

district of Saharanpur before 1989 and in the South lies the district of Muzaffarnagar. At the time

of British Rule District Muzaffarnagar was also the part of district Saharanpur. The district is in a

rectangular shape and it lies between 29 degrees 34 minutes 45 seconds and 30 degrees 21

minutes, 30 second north latitude and 77 degrees 9 minutes and 78 degrees 14 minutes, 45

second east longitude. Its total area is 3860 square kilometers. According to 2001 census the

population is 35, 9122 persons. The urban area consists 12 towns including the district

headquarter of Saharanpur with the 11 development blocks as depicted in the map 5.1

Map 5.1: Administrative Urban Area of Saharanpur

Selection of Urban Centers

The urban center is selected in such a way that it may represent almost each block and Tehsil of

the district. The urban center selected randomly. It has always been quite a difficult task for

researcher to cover the whole population for the purpose of study hence sample from a given

population is used. Thus a sample is a small portion of a specific population or universe as a

representative of that particular population or universe. For selecting appropriate sample, random

sampling technique is adopted in conducting present investigation. In this sampling technique

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every individual has equal probability of being selected. It is an appropriate sampling technique

in the context of present research problem. Out of 11 towns and 4 tehsile, 6 towns have been

selected for the sample conducting to survey. However for final analysis four towns are short

listed and tabulated in the table 5.1

Table 5.1: List of Sample Town

Source: Census of India, 2001

5.3 Methodology

The data collected from field study is empirically examined by statistical tools and analysis and

for measuring the relative score of various attributes of consumer rights awareness in the urban

area of Saharanpur district. Standard score technique have been applied, popularly known as Z

score. For conducting any scientific research there is a need to select standards tools and test

identifying adequate samples by using suitable sampling techniques, adequate procedures for

collecting data and using appropriate statistical methods for analysis of the data. These are the

necessary steps to be employed for pre-diction and drawing inferences. Subscribing to the

requirement of conducting a scientific research, the present study is an attempt to find out the

consumer rights awareness in urban area of Saharanpur district.

Selection of Household

Household which is the ultimate survey selected on the basis of stratified sampling. Stratification

was made on the basis of family, cast, religion, ownership of livestock, occupational structures

etc. It was not easy to analyze all the data collected through the questionnaire, so the researcher

selected 200 people of four towns for the analysis finally. The questionnaire consisted of 50

questions which were easy, simple and understandable. The researcher selected 10 questions

from the questionnaire. All the questions in the questionnaire which were asked cover almost all

S. No. Town Tehsil D.B. No. of

House

hold

Total

population

Total literate

people

Total illiterate

people

1. Saharanpur 1 - 76403 455754 280886 174868

2. Titron - - 1392 10501 4607 5894

3 Deoband 1 1 12174 81641 44767 36874

4 Behat - - 2425 17162 8504 8658

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the area of consumer rights awareness and its enforcement through the consumer redressal

agencies. The 10 questions represent all the 50 questions which were asked to the respondents in

the field. The people hesitated at first, when the researcher asked to fill up the questionnaire. But

when the researcher said to the respondent about the survey, they gave all kind of cooperation

regarding the conduct of survey in that area. Collection of data is regarded a fascinating phase of

research. Through the collection and handling of information, the researcher begins to feel the

actual excitement of research. A researcher can either collect the data or information available

with them. In both the cases, there is a great need for data of high quality. The collection of data

requires great skill and experience. A datum is what is observed is manifest or phonotypical.

Data in socio-legal studies, as in other sciences, are based on our sense of observations. The

word observation as used here includes all forms of perception used in recording responses as

they impinge upon our senses. But response is not a datum. A response is some manifest kind of

action whereas a datum is the product of the process of recording the response. In data collection

stimuli (a question, tests, pictures or others objects) are presented to the respondent. The stimuli

may be classified as systematic stimuli, and unsystematic stimuli. By systematic stimuli, I mean

those that are kept constant while objects are changed. The unsystematic stimuli are those which

lack standardization e.g. questions asked in informal interviews. Data collection is related to

primary and secondary source of data. Census and sampling techniques.2 The Survey method

characterized by a questionnaire was selected as the method of data collection. The survey was

made with the help of suitable questionnaire which has been designed to collect information

relevant for this survey. It was made clear at the outset of the questionnaire that the survey had

only academic purpose and the facts revealed by the respondents will be kept strictly

confidential. In order to get unbiased answers and to get the answers to the nearest possible

accuracy, the measurement technique used for the purpose is the questionnaire which is

formulated for asking information directly from a respondent concerning the consumer rights

awareness, demographic, characteristics and attitude of the respondent.

5.4 Finding & Result

The concern in the Indian Constitution for protection and promotion of an individual’s rights,

and for the dignity and welfare of the citizen makes it imperative to provide for the welfare of the

individual as a consumer, a client and a customer. The rights under the Consumer Protection Act,

1986 flow from the rights enshrined in Articles 14 to 19 of the Constitution of India. The RTI,

2005 which has opened up governance processes of our country to the common public also has

far-reaching implications for consumer protection.3

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(1) From where do you get information relating to consumer rights?

Consumers have the right to be protected against marketing of goods which are hazardous to life

and property. The right to be informed about the quality, quantity, potency, purity standard and

price of goods and to be protected against unfair trade practices is also their rights. Consumers

also have the right to be assured, wherever possible access to a variety of goods at competitive

price and also assured that consumer interest will receive due consideration at appropriate

forums. Redressal against unfair trade practices or unscrupulous exploitation of consumers and

proper consumer education must also figure in consumer rights.4 A number of consumer

protection laws have been developed over the years to protect the rights of consumers. These

include Essential Commodities Act, Prevention of Food Adulteration Act, Standard of Weights

and Measures Act and MRTP Act. But these arrangements have not led to growth of an effective

consumer protection movement in the country due to the lack of knowledge among the people.

Consumers have the right to access of information of different products and services. They not

only have the right to choose but also should have wider choice in selecting services & products.

Despite all these provisions the rights of consumers are rampantly violated. It is due to lack of

proper publicity and consumer education among the public. If the consumers are not vigilant and

alert they are not only at risk but also their rights and powers are infringed.5 In this era, the

consumer rights are human rights, because every human being is consumer in his own respect.

The people get information about the consumer rights from the various sources such as

newspapers, radio, television and magazine, etc. These sources are proving a valuable one for the

researcher in calculation of the results of this study regarding consumer rights awareness.

Table 5.2: Sources of CRA

Sources of Consumer Awareness

From where do you get information relating to consumer rights?

Composite

Z score

Sr. No. Town a b c d

Newspapers Radio T. V. Others

1 Saharanpur

21(42) 6(12) 17(34) 6(12) -0.2793

2 Titron 9(18) 14(28) 20(40) 7(14) 0.1241

3 Deoband 14(28) 13(26) 15(30) 8(16) -0.1087

4 Behat 13(26) 8(16) 19(38) 10(20 0.2639

Note: The data was drawn from the information contained in the questionnaire.

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The analysis of this study indicates the source of information of consumer rights. The highest, 42

percent conveyed by newspapers in Saharanpur. Only 18 percent of the total respondent got the

information from news paper. But it is interesting to be noted here that the highest 28 percent

people got information from Radio in Titron. The least 20 percent respondents replied that they

received the information from the other sources in Behat. T 30 percent people received the

information from the TV in Deoband. But these sources are not enough; there must be some new

sources as independent magazine of consumer forum regarding consumer rights awareness,

separate TV Channels to convey the information of consumer rights awareness.

Figure 5.1: Sources of CRA

There are eight recognized rights of consumer. The information mainly got from various sources

by the respondents in the urban area of Saharanpur. There are mainly four sources by which the

consumer are made aware of their rights. Exactly 42 percent respondents got information from

the newspaper in Saharanpur. The highest 40 percent received the information from TV in

Titron. Only 16 percent of the consumer got the information from other sources in Deoband. Out

of the total sample 16 percent consumer got the information from Radio in Behat. On the other

hand 38 percent of the consumer got the information from the T.V. relating to their rights

pertaining to consumer protection.

(2) How successful has the Government been in spreading consumer awareness through

various channel?

To educate consumer organization and other sections of the society, the Department of

Consumer affairs, under the ministry of consumer affairs & public distribution, is conducting

training programs in the field of consumer protection. These training programmes are being

42

18

28 26

12

28 26

16

34

40

30

38

12 14

16

20

0

5

10

15

20

25

30

35

40

45

Saharanpur Titron Deoband Behat

Newspapers

Radio

T. V.

Others

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conducted for state Government officials, non judicial members of state commission on district

fora and voluntary organization. Besides these, publicity measures through documentaries like

“Mubarak Kadam” and ‘Misleading Advertisements” have been prepared and were telecasted on

Doordarshan. A 12 part serial in Hindi on consumer related matters, entitle ‘Grahak Dost”, was

produced, and began its telecast in June 1998. This is now being produced in regional languages.

The Department has also brought out the printed publicity materials which are being distributed

free of cost: Branches entitled “Salient Features of Consumer Protection Act, 1986”, “Rights of

Consumers” and Consumer Protection Act and you.” Booklet entitled “Help prevent

Adulteration” “consumer protection & weight & measure and directory Addresses of Redressal

Agencies have been printed. Seven Booklets in Hindi on various aspects of consumer

awareness, for their use in Adult Education Prgrammes mainly for the rural masses. Quarterly

Journal entitle “Upbhokta Jagran” which is distributed to consumer organization.6 The

knowledge to the consumers about their rights are very important, in this respect the

responsibility evolves in the government to spread the sources about the information of

consumer awareness whether the governments are properly working in increasing the sources of

consumer awareness.

Table 5.3: Role & Achievement of Government to spread the CRA

Role of government to spread consumer education.

2. How successful has the Government been in spreading consumer awareness through

various channel?

Composite

Z score

Sr. No. Town a b c D

Enough Not enough Can’t say Nothing

1 Saharanpur

13(26) 15(30) 11(22) 11(22) 0.17505

2 Titron 7(14) 22(44) 15(30) 6(12) -0.07736

3 Deoband 8(16) 23(46) 14(28) 5(10 -0.08782

4 Behat 10(20) 23(46) 8(16) 9(18) -0.00987


The analysis of the results revealed that only 26 percent people said that government efforts are

satisfactory in Saharanpur, while 46 percent replied not enough in Deoband and Behat

respectively. 22 percent people said that there are no government efforts for imparting the

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consumer education in Saharanpur. The highest 28 percent people answered that they can’t say

in Titron. But generally is not enough. When the problems are increasing, the efforts must also

increase. So it is always a duty on the part of the Government that continues efforts to make

system better for consumer awareness.

Figure 5.2: Role & Achievement of Government to spread the CRA.

The figure highlights that chunk of the consumer considered that the government has not succeed

to spread the consumer rights awareness among the people. The highest 26 percent consumers

considered that the government spread enough awareness among the people in Saharanpur. 16 to

30 percent respondent responded that they can’t say anything in Behat and Titron and 12 to18

percent said nothing.

Need for protecting the interest of consumers is also felt in our country and we see today that

government is playing an important role in consumer awareness proggrams. Several laws for

consumer protection were already there since 1947, but the enforcement Consumer Protection

Act.1986 and by the enactment of Competition Act, 2002 replacing MRTP Act; new dimensions

to Consumer justice have been added in India.7

26

14 16

20

30

44 46 46

22

30 28

16

22

12 10

18

0

5

10

15

20

25

30

35

40

45

50


Enough

Not enough

Can’t say

Nothing

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Table 5.4: General Consumer Awareness.


The analysis of the result as is indicated in table 5.4 revealed that the highest number of the

people in urban area of Saharanpur received the information from the TV. The second source

which is contributing to aware the people is newspaper in this area. The majority of the

respondent answered in this area that government has not succeeded enough to spread the

consumer awareness among the people. The highest numbers of the people were not able to say

anything their response was that they can’t say. The least number of the people consider that the

government has nothing to do in this regard in Deoband.

S

no

Town General Consumer Awareness

From where do you got

information relating to

consumer rights?

2. How successful has the

Government been in spreading

consumer awareness through various

channel?

1 2 3 4 5 1 2 3 4 5

New

s

pape

rs

Rad

io

T.

V.

Oth

ers

Compos

ite

Z Score

A

En

ou

gh

Not

eno

ugh

Can’t

say

Not

hing

Composite

Z Score

B

1 Saharanpur

21 6 17 6

-

0.14827 13 15 11 11 0.092264

2

Titron 9 14 20 7

0.25326

6 7 22 15 6 -0.05919

3

Deoband 14 13 15 8

0.02161

5 8 23 14 5 -0.05548

4

Behat 13 8 19 10

0.39182

9 10 23 8 9 0.02241

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The researcher divided the whole sampled area in three categories as high, medium and low

where the value is above 0.023 it will come within the high category, where the values are varied

between 0.023 to -0.052 the area will come under medium category where the value is below -

0.052 the area will come under low category. The map 5.2 highlights that Behat comes in high

category where the general consumer awareness is high, Titron is a town which comes under

medium category. Whereas Saharanpur and Deoband come in the low category, where the

general consumer awareness is low.

5.5 CRA & Brand Consciousness

Standards, which are the essential building block for quality, play a key role in consumer

protection. Standards could be on technical requirements (specifications), standard terminology

(glossary of terms), good practices (codes of practice) or test methods or management system

standards.Developed countries generally rely on management system standards like ISO 9001

(Quality Management System), ISO 14001 (Environmental Management Systems) and hazard

analysis and critical control points (HACCP) as an indicator of the ability of an organization to

meet the quality needs and address environmental concerns. These standards are set generally by

governmental or inter-governmental bodies but there are some private initiatives as well, which

are widely used such as OHSAS 18000 (Occupational Health and Safety), SA 8000 (Social

Accountability) and WRAP (Worldwide Responsible Apparel Production).8

(3) Do you always feel marks and certification ensure the quality of products? If yes, what

do you think is ensured the most?

AGMAR is the grade specification. The term AG denotes agricultural and mark stands for

marketing. In 1937 the Agricultural Product (Grading and marketing) Act was passed. Under

this Act, government set up grading stations for commodities. The Act authorizes the authorities

of the agricultural marketing adviser to grant certificate of authorization to persons or corporate

bodies who may agree to grade and mark agricultural produce on the basis of standards laid

down under this Act. ISI is the abbreviation for Indian standards Institute. It is a certificate mark

institute. Originally it was semi-government registered body. The ISI Act was passed with a view

to provide the standards of quality control of various products. In 1987 the organization was

renamed as the Bureau of Indian Standards (BIS) to give the organization statutory powers under

BIS Act of 1986. The Indian Standards are now fixed by BIS although the certification of mark

still used on the product is ISI. This prevents the consumer from getting confused 9 It is correct

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to say that mark and certification always guaranteed of better quality, there marks and

certification are symbol of good quality, fair price, correct measurement etc.

Table 5.5: Mark and Certification is guaranty of better quality.

Consciousness of quality/Brand.

Do you always feel marks and certification ensure the quality of products? If yes, what do

you think is ensured the most?

Composite

Z score


Good quality Fair price Measurement All the above

1 Saharanpur

10(20) 11(22) 7(14) 22(44) 0.16886

2 Titron 21(42) 8(16) 5(10) 16(32) -0.18205

3 Deoband 17(34) 12(24) 6(12) 15(30) 0.00172

4 Behat 22(44) 5(10) 10(20) 13(26) 0.01147


It is evident from the table 5.5 that the majority of the respondents believed that mark and

certification is always a guarantee of all the three that is good quality, fair price and

measurement. The majority of the respondents believed it is a guaranty of good quality in Behat.

The least numbers of the respondent consider it is a guaranty of all the three in Behat. Only 16

percent of the people believed it is a guarantee of fair price only in Titron. The highest number of

respondent said that it is only a guaranty of measurement in Behat. Beside this it was also

observed by the researcher that each and every product contain so many mark and certification

but it is not 100% correct to say that all the mark and certification are real sign of good quality,

fair price, measurement etc. So it is also important on part of the consumers that always judge

their mark and certification.

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Figure 5.3: Mark and Certification is guaranty of better quality.

It could be seen from the figure 5.3 that the highest 44 percent of the respondent considered that

mark and certification is a guarantee of all the three viz., good quality, fair price, and

measurement in Saharanpur. The 44 percent consumer believed that it is a guarantee of good

quality in Behat the figure also shows that only 10 percent people considered that it is guarantee

of measurement in Titron. Only 12 percent respondent answered that it is guarantee of

measurement In Deoband.

(4) Have you found any adulteration in food stuff when you purchased and you complaint

it to?

The artificial shortages are created by manufacturer and sellers, thereby forcing the consumer to

pay more, when these are in short supply. During inflationary conditions in the economy, huge

sum of money is spent on essential commodities for the sole purpose of making speculative

profits. Massive profiteering by hoarding and black marketing in sale of onions was witnessed in

Delhi and other areas. Similar situations were also created in the availability of rice, wheat,

cement etc. in many parts of the country with a view to make quick profits. Consumers are

forced to buy them at a higher price or have to forego their buying of the food stocks. It has

become common for the Indian consumers to face such man made problems off and on.10

In our

corrupt society the food adulteration is a very common phenomenon, which results is low level

of health standard.

20

42

34

44

22

16

24

10 14

10 12

20

44

32 30

26

0

5

10

15

20

25

30

35

40

45

50


Good quality

Fair price

Measurement

All the above

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Table 5.6: Awareness about adulteration.

Awareness about adulteration.

4. Did you find any adulteration in the product you have purchased? If yes, did you

complaint about adulteration to.

Composite

Z score


Shopkeeper

Consumer

court Manufacturer Ignore

1 Saharanpur

26(52) 7(14) 3(6) 14(28) 0.09677

2 Titron 23(46) 5(10) 7(14) 15(30) 0.04059

3 Deoband 33(66) 6(12) 5(10) 6(12) 0.09332

4 Behat 25(50) 5(10) 4(8) 16(32) -0.23068


The results of the present study highlighted that the majority of the respondent complain only to

the shopkeeper if they found adulteration in food stuff .It is interesting to note here that the 52

and 50 percent people complained it to the shopkeeper in Saharanpur and Behat respectively.

The second largest majority in this area were those people who ignored if they found any

adulteration in food stuff .Lesser number of people complain it to the manufacturer and even less

number of the people prefer to complain in consumer court. It is the reason for lack of

awareness. So it is duty on the part of our society that they gathered the information about the

consumers right, utilize them for their present and future.

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Figure 5.4: Awareness about adulteration.

From the Figure 5.4 it is clear that a majority of the sample consumers complained to the

shopkeeper or seller and only 14 percent consumer complained to the consumer court in

Saharanpur. 14 percent approached to the manufacturer in Titron and 28 to 32 percent of the total

sample ignores adulteration if they found in the goods.

5.6 CRA & Empowerment of Consumer

The consumer protection policy creates an environment whereby the consumers receive

satisfaction from the delivery of goods and services needed by them. Good governance requires

efficiency, effectiveness, ethics, equality, economy, transparency, accountability, empowerment,

rationality, impartiality and participation of citizens. The concern of consumer protection is to

ensure fair trade practices; quality of goods and efficient services with information to the

consumer with regard to quality, quantity, potency, composition and price for their choice of

purchase. Thus, proper and effective implementation of consumer protection law promotes good

governance.11

(5) Do you agree that education necessarily leads an individual as aware enough to make

rational choice and protect himself from trade and business exploitation?

The U.N Guidelines for consumer protection, 1985 which include the education right to

consumer were primarily set up to promote the interest and needs of consumers. They were to be

used as a standard against which various practices (production, supply dissemination of

information, propaganda and campaigns), that have a bearing on consumers, walled be tested for

their beneficial or harmful aspects. Necessary legislation to curb unfair business practice etc. that

are harmful to consumers and encroach upon their rights as per the UN Guidelines would have to

52 46

66

50

14 10 12 10

6

14 10 8

28 30

12

32

0

10

20

30

40

50

60

70


Shopkeeper

Consumer court

Manufacturer

Ignore

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be put in place. Government as well as the international community should facilitate the process

with the help from the executive and judiciary. The Government of India, through the consumer

welfare fund, has a provision to fund consumer education programms undertaken by consumer

groups or state government. The consumer Education and Research center (CERC), Ahmadabad,

the Federation of consumer Organization of Tamil Nadu (FEDCOT) and consumer Unity Trust

Society (CUTS) Jaipur and Calcutta, have produced video Cassettes on consumer education. The

Mumbai Grahak Panchayat, Mumbai bring out a consumer Magazine in Marathi over the years,

CUTS has been publishing a consumer newsletter in Hindi, Upbhokta Tarang (Consumer

Movement) to reach out to society.12

In this age it is a very common question before everybody

whether education is helpful to protect the consumer from exploitation.

Table 5.7: Consumer Education

Consumer Education

5. Do you agree that education necessarily leads an individual as aware enough to make

rational choice and protect himself from trade and business exploitation?

Composite

Z score


Certainly Not always Never Some extent

1 Saharanpur 30(60) 7(14) 3(6) 10(20) -0.205

2 Titron 28(56) 11(22) 9(18) 2(4) 0.267

3 Deoband 29(58) 5(10) 5(10) 11(22) -0.156

4 Behat 17(34) 12(24) 5(10) 16(32) 0.094


The finding of present study highlighted that education helps certainly, to prevent from the

exploitation. The majority of the sampled respondent believed that the consumer education is

certainly helpful to prevent from exploitation. The highest, 60 percent of the total respondents

considered it is certainly helpful in Saharanpur. Only 34 percent consumers believe in this in

Behat, the highest 18 percent of the samples respondent responded that the consumer education

is never helpful to prevent from the exploitation. But it is also correct that education help of

consumer certainly up to 100%. The reasons behind the low level help of consumer, by

education against the exploitation is the lack of an implementing authority.

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Figure 5.5: Consumer Education.

Consumers face number of problems in exercising their rights. Major problems as stated by the

respondents. The figure 5.5 shows that large numbers of consumers believe that consumer

education is certainly helpful to consumer from the exploitation. The least number of consumers

which is 18 percent believed that it is never helpful to consumer in Titron. About 20 & 32

percent said it is helpful up to some extent in Saharanpur and Behat respectively; only 10 & 24

percent respondent believed it is helpful but not always in Deoband and Behat respectively.

(6) How consumers empowered do you think is the present in the light of CPA?

Certain recent instance of consumer behavior makes me feel quite optimistic about the changing

attitude of the Indian consumer today, as we celebrate the world consumer rights Day with the

rest of the world. Presently, the consumers has been regarded as the king and it is said that

“consumption is the sole purpose of all production, and the interest of the producer ought to be

attended to, only so far as it may be necessary for promoting that of the consumers. Consumer

interest is basically related to consumer behavior. In reality, consumer is not the king at the most

he is a price without a penny purse and is often indistinguishable from surf or pamper. He is the

main sufferer of inflation sometimes controlled or otherwise naked. He pays more and earns

much less in real terms. By and large, during the last forty years the consumer in India has been

victim of central Government’s various policies. It resorted to enhancing from time to time.13

The

consumer empowerment is a very important aspects in our modern society where the products

are sold in very much chainable modes and the chances of pretended are much more.

60 56 58

34

14

22

10

24

6

18

10 10

20

4

22

32

0

10

20

30

40

50

60

70


Certainly

Not always

Never

Some extent

Chapter -5

175

Table 5.8: Consumer Empowerment.

Consumer empowerment.

4. How consumer empowered do you think is the present in the light of CPA? Composite

Z score


Fully

empowered

Partially

empowered Can’t say Some extent

1 Saharanpur 16(32) 5(10) 17(34) 12(24) -0.1933

2 Titron 15(30) 8(16) 12(24) 15(30) 0.2652

3 Deoband 11(22) 6(12) 20(40) 13(26) -0.1973

4 Behat 12(24) 10(20) 14(28) 14(28) 0.1254


The present study reveals that in our modern society only 30 percent consumers are fully

empowered in Saharanpur. The lowest 22 percent respondent replied that the consumers are fully

empowered in Deoband. Only 10 percent people believed that consumers are partially

empowered, 16 percent people consider that the consumers are partially empowered in Titron.

The highest 40 percent sampled respondent responded that they can’t say anything .It is also

mentioned here that 30 percent respondent believed that the consumer are empowered to some

extent in Titron.. But the further scrutiny of this data reveals that our consumers are not fully

empowered as well as they have no sufficient knowledge about their rights. So there must be

some necessary steps on the part of authorities as well as consumers.

Figure 5.6: Consumer Empowerment.

32 30

22 24

10

16 12

20

34

24

40

28 24

30 26

28

0

5

10

15

20

25

30

35

40

45


Fully empowered

Partially empowered

Can’t say

Some extent

Chapter -5

176

In the present times, the consumer has been regarded as the king and it is said that consumption

is the sole end and the purpose of all production, and the interest of the entire producer ought to

be attended to only so far as it may be necessary for promoting the interest of all the consumers.

The perception of 32 percent consumers in Saharanpur reveals that the consumers are

empowered in modern days. About 40 percent of the consumers were not able to say anything in

Deoband exactly, 28 percent of total respondent considered consumer are partially empowered in

Behat. The 30 percent respondent reveals that consumer are empowered to some extent in Titron.

In our country the government has been impetus to the consumer movement through various

scheme and measures. It was Mahatma Gandhi who sought to redefine the status of the

consumer, by saying that all business exists for the satisfaction of consumer. To promote the

formation of voluntary consumer organizations, the State and Central government are also

providing for the disbursal of funds. The Central government has encouraged the growth of

certain units in various departments, which are concerned with consumer awareness.14

Table 5.9: How much Consumer Empowered


S.

n

o

Town Consumer Empowerment

Do you agree that education

necessarily leads an individual as

aware enough to make rational

choice and protect himself from

trade and business exploitation?

How consumer empowered do you

think is the present in the light of

CPA?

1 2 3 4 Composite

Z Score A

1 2 3 4 Composite

Z Score B

Cert

ainl

y

Not

alw

ays

Ne

ver

Som

e

exte

nt

Fully

empo

wered

Part

iall

y

emp

owe

red

Can

’t

say

Som

e

exte

nt

1 Saharanpur 30 7 3 10 -0.20489 16 5 17 12 -0.19253

2 Titron 28 11 9 2 0.266259 15 8 12 15 0.264977

3 Deoband 29 5 5 11 -0.15564 11 6 20 13 -0.19689

4 Behat 17 12 5 16 0.094267 12 10 14 14 0.12444

Chapter -5

177

The table 5.9 presents, one of the important findings of the study. It is indicated that majority of

the people in this area believed that the education is certainly helpful to prevent consumer from

the exploitation. Out of the total 50 respondent only 6 percent people consider that the education

is never helpful to prevent from the exploitation in Saharanpur. On the other hand the majority of

the sample people replied that they can’t say whether the consumers are empowered or not, in

modern days. The highest 20 percent people out of 50 answered that the consumers are partially

empowered in Behat. The highest 32 percent of the people responded that consumer is fully

empowered in modern days. The highest 30 percent people believed that consumer are

empowered to some extent in Titron. The least 10 percent respondent responded that the

consumers are partially empowered in modern days in Saharanpur.

Chapter -5

178

Chapter -5

179

All sampled area divided is in three categories high, medium and low. Where the value is above -

0176 then it will come within the high category, where the value is very between -0176 to -0199

that area will come under medium category and where the value is below -0199 that area will

come under low category. The map 4.3 shows that Behat and Titron are in high category where

the people believed that consumer are empowered in modern days. Deoband is in medium

category. Whereas only Saharanpur is in low category where the people believed that consumers

are not empowered in this era.

5.7 CRA, Enforcement & Execution

Protection of consumer rights in modern times dates back to 1962. On 15 March 1962, the

Consumer Bill of Rights was proclaimed by the United States President in a message to the

Congress. The message proclaimed: (i) the right to choice, (ii) the right to information, (iii) the

right to safety, and (iv) the right to be heard. Subsequently, the right to consumer education, the

right to a healthy environment and the right to basic needs (food, clothing, and shelter) were

added by Consumer International. In India, 24 December is celebrated as National Consumer

Rights Day as the Consumer Protection Act, 1986 was enacted on that day. 15 March is observed

as World Consumer Rights Day since 1983, when International Organization of Consumer

Unions declared it so. In India, 15 March was also adopted as the National Consumers Day and

has been observed since then. Another significant day in the history of world consumer

movement is 9 April 1985, when the General Assembly of the United Nations adopted a set of

guidelines for consumer protection and the Secretary General of the United Nations was

authorized to persuade member goods and efficient services with information to the consumer

with regard to quality, quantity, potency, composition and price for their choice of purchase.

Thus, proper and effective implementation of consumer protection law promotes good

governance.15

(7) Do you think that the decision oftenly come within the limit prescribe by the CPA?

The most important feature of the Consumer Protection Act, 1986 is the provision for sitting up

three-tier quasi judicial machinery popularly known as the “consumer courts” at National, state

and District levels. The apex court, National Commission functions in Delhi. Every state

Government has a state commission. The third tier is in each district and is called district forum.

There are nearly 550 district fora. All these courts have handled nearly 13 lakh cases of which

about 10 lakh cases have been disposed, that these of the disposal of 77 percent of the cases is

not mean a achievement. However, it should be noted that 27 percent of the total cases have been

Chapter -5

180

disposed of within the prescribed period of 90 days or 150 days (where testing is required). This

fact really causes concern for the Government and the consumer in general. The National

commission has identified the reason for the slow disposal and has come out with suggestions for

amending the Act with a view to improving the disposal rate within the time limit prescribed in

the Act.16

The speedy remedy is a core element of justice. But in all respect including consumer

matters there is justice delay and justice denial.

Table 5.10: Time limit prescribes by CPA.

Time limit prescribes by CPA.

7. Do you think that the decision oftenly come within the limit prescribe by the CPA?

Composite

Z score


Reluctant

behavior of

consumer

court

Irregular

sitting of

consumer

court

Irresponsible

behavior of

lawyers

Pending of

large number

of cases

1 Saharanpur

13(26) 8(16) 12(24) 17(34) -0.0345

2 Titron 9(18) 7(14) 20(40) 14(28) 0.1688

3 Deoband 1(2) 24(48) 15(30) 10(20) -0.2947

4 Behat 5(10) 10(20) 15(30) 20(40) 0.0432


The results pointed out by this study shows that the justice delivery system of consumer court is

defected, 26 percent people said reasons of defected consumers justice delivery system is

reluctant behaviour of consumer courts in Saharanpur, 48 percent replied irregular sitting of

consumer court in Deoband, highest 30 percent answered irresponsible behaviour of lawyers in

Deoband and Behat respectively, 33 percent said large number of pending case. There all reasons

are correct; there must be some steps on the part of government to improve the justice delivery

system for consumers.

Chapter -5

181

Figure 5.7: Time limit prescribed by C PA.

The tendency of cases is a big problem in administration of justice in India. Consumer courts are

not the exception. The result reported in figure 5.7 lead us to infer that 2 to 26 percent of the

consumers considered that the decision does not come within the time limit due to reluctant

behavior of consumer Court. The 40 percent respondent answered that it is due to irregular

sitting of consumer court. The 24 to 40 percent of the consumers think it is due to irresponsible

behavior of lawyer, and 20 t0 40 percent people believed it is not come due to pending of large

number of cases respectively.

(8) Do you think the CPA is sufficient to protect the consumer?

When we talk of consumers in India, the majority of the consumers are still illiterate and

ignorant about their rights, we never talk of those handfuls of people those who are brand manic.

Brand is guarantee of quality for them.17

Consumer Protection Act is a revolutionary piece of

legislation which seeks to provide for better protection of consumer rights and the redressal of

consumer disputes. The Act extends to the whole of India except the state of Jammu and

Kashmir and saves as there wise expressly provided by the central Government by notification, it

applies to all goods and services.

The main purpose of the Act is to safe guard the interest of consumers as against the trading

segment of the society. Every trader is also a consumer. Hence, the Act helps the fate of the

consumer in two very important aspects. It provides, the first place, a cheap, expeditious, quick

and swift remedy & secondly it brings justice to the doorstep of the consumer. A dispensary of

justice is there in every district known as the District Consumer Forum. Secondly, a consumer

can sue in his own home town the distant manufacturer with whom he had no direct contact

relationship. This Act basically is compensatory in character i.e. provides compensation to the

0

10

20

30

40

50

60


Reluctant behavior of consumer court

Irregular sitting of consumer court

Irresponsible behavior of lawyers

Pending of large number of cases

Chapter -5

182

consumer. It is supplementary to (rather than in derogation) other existing laws. It protect the

consumer from the burden of restrictive and unfair trade practices it enables the consumer forum

and commission to award compensation for not only the amount lost in purchasing defective

materials or in hiring deficient service but also for mental pain, suffering harassment caused by

defective goods or services.18

The CPA is an important piece of legislation to protect the

consumers interest. But it is a very complicated thing whether the CPA is an exhaustive

legislation to solve the problem of the consumers.

Table 5.11: CPA is sufficient to protect the consumer

Object of CPA

8. Do you think the CPA is sufficient to protect the consumer? Composite

Z score


It protect

consumer

only

It protect big

manufacturer

and

businessman

It protect small

manufacturer

and

businessman Can’t say

1 Saharanpur 38(76) 3(6) 3(6) 6(12) -0.5903

2 Titron 23(46) 6(12) 7(14) 14(28) 0.1240

3 Deoband 22(44) 5(10) 5(10) 18(36) -0.0060

4 Behat 16(32) 7(14) 11(22) 16(32) 0.4724


The finding from the present study come out that in Saharanpur only the highest 76 percent of

the respondent responded that the CPA protects consumers. It is also revealed that only 6 percent

people consider that the CPA protects small manufacturer and small businessmen. Only 10

percent consumers in Deoband believed that the CPA protects big manufacturer and big

businessmen .36 percent sampled respondent responded that they can’t say anything about what

is the object of CPA. But generally nothing is sufficient, when problems are increasing so the

people must understand what the object of CPA is.

Chapter -5

183

Figure 5.8: CPA sufficient to protect the Consumer.

The Consumer Protection Act, 196, provides for the better protection of consumers. Unlike

existing laws which are punitive or preventive in nature, the provisions of this Act are

compensatory in nature. The figure 5.8 shows that in Saharanpur only 76 percent consumer

responded that CPA protects consumers. 14 percent people considered in Behat that the CPA

protects big manufacturer and big businessman. While only 14 percent of the consumers

responded that it protects small manufacturer and businessman. On the other hand exactly 32

percent consumers in Behat were not able to say anything.

To provide speedy and simple redressal to consumer disputes, quasi –judicial machinery is

sought to be set up at the district, state and central levels. These quasi judicial bodies will

observe the principle of natural justice and have been empowered to give reliefs of a specific

nature and to award, wherever appropriate, compensation to consumers. Penalties for non-

compliance of the order given by the quasi judicial bodies have also been provided.19

The

Supreme Court too in J .J. Merchant (Dr) v. Srinath Chaturvedi 20

has also stated that one of the

main objectives of the Act is to provide speedy and simple redressal to consumer dispute and for

that quasi judicial machinery has been sought to be set up at the District, State and National

level. The object and purpose of enacting the Act is to render simple, inexpensive and speedy

remedy to the consumers lodging complaints against defective goods and deficient services.

76

46 44

32

6 12 10

14

6

14 10

22

12

28

36 32

0

10

20

30

40

50

60

70

80


It protect consumer only

It protect big manufacturer and businessman

It protect small manufacturer and businessman

Can’t say

Chapter -5

184

Table 5 .12: Enforcement of Consumer Rights.


The analysis of the results indicated that highest number of the people consider the decision does

not come within the time, due to pending of large number of cases. The highest 40 percent

people out of 50 sampled respondent replied that the decision does not come due to irresponsible

behavior of lawyers. The 48 percent people believed that the decision does not come due to

irregular sitting of consumer court. It is also interesting that only one person replied that decision

does not come due to reluctant behavior of consumer court. On the other hand the majority of the

people believed that CPA protects consumer only. Out of 50 respondents, 76 percent people

consider that the CPA protects consumer only. The highest number out of 50, 36 percent

answered can’t say in Deoband. The least 6 percent out of total sampled replied that it protects

S.

no.

Town Enforcement of consumer Rights

Do you think that the decision

oftenly come within the limit

prescribe by the CPA?

Do you think the CPA is sufficient to

protect the consumer?

1 2 3 4 1 2 3 4

Reluct

ant

behav

ior of

consu

mer

court

Irreg

ular

sittin

g of

cons

umer

court

Irre

spo

nsib

le

beh

avio

r of

law

yers

Pen

ding

of

larg

e

num

ber

of

case

s

Compo

site

Z Score

A It

protec

t

consu

mer

only

It

prot

ect

big

man

ufac

turer

and

busi

ness

man

It

protect

small

manufa

cturer

and

business

man

Can’t

say

Compo

site

Z Score

B

1 Saharanpur

13 8 12 17

0.2212

93 38 3 3 6

-

0.5882

4

2

Titron 9 7 20 14

0.4236

63 23 6 7 14

0.1234

58

3

Deoband 1 24 15 10

-

0.0389

5 22 5 5 18

-

0.0060

1

4

Behat 5 10 15 20

0.2986

95 16 7 11 16

0.4707

93

Chapter -5

185

small manufacturer and businessmen in Saharanpur. The same 6 percent in Saharanpur also

consider that it protects big manufacturer and big businessmen.

Chapter -5

186

Chapter -5

187

All sampled area divided is in three categories high, medium and low where the value is above -

0.150 that it will come within the high category, where the value is varies between -0.150 to -

0.312 that area will come under medium category where the value is below -0.312 that area will

come under low category. The map 5.4 highlights that Behat and Titron are in high category

where the people are able to enforce their rights. Deoband is in medium category .Whereas

Saharanpur come in the low category where the enforcement of their rights is very low.

5.8 CRA & Dispute Redressal Enforcement

Under the Consumer Protection Act, 1986 a three tier, simple, quasi-judicial machinery was

established at the national, State, and district levels for hearing cases raised by consumers. The

Act had been amended in 1991 and again in 1993. A comprehensive amendment was last made

in 2002 for making the Act effective, functional and purposeful. The amended Act, inter alia,

provides for the attachment and subsequent sale of the property of a person not complying with

an order.21

(9) How many times did you obtain any fruitful advice from the consumer helpline/ toll free

number?

Despite the existence of a number of administrative as well as organizational tools, the

implementation of consumer rights to representation faces several drawbacks. Government

should develops and encourage the development of general consumer education and information

programs, including information on the environmental impacts of consumer choices and

behavior and the possible implications, including benefits and costs, of changes in consumption,

bearing in mind the cultural traditions of the people concerned. The aim of such program is that

special attention should be given to the needs of disadvantaged consumers in rural areas. The toll

free number is an important source for the consumers to take the help from the consumer case

taking authorities for their protection against the exploitation.

Table 5.13: Functioning of Consumer Helpline/Toll Free Number.

Functioning of Consumer Helpline/Toll Free Number.

9. How many times did you obtain any fruitful advice from the Consumer Helpline/ Free

Toll Number?

Composite

Z Score

Sr. No. Town a b c d

Never Always Sometimes It is only for

Chapter -5

188

not always name

1 Saharanpur

14(28) 8(16) 15(30) 13(26) -0.037

2 Titron 21(440 9(18) 8(16) 12(24) 0.226

3 Deoband 19(38) 5(10 11(22) 15(30) -0.168

4 Behat 17(34) 7(14) 5(10) 21(42) -0.021


The table 5.13 highlighted the fact that out of the total 50 respondents in Titron 44 percent never

seek advice from the consumer helpline /tool free number. It is also revealed from the table only

16 percent consumers take advice from the consumer helpline/tool free number. Only 10 percent

people seek advice some time not always .The findings of the present study also shows 24 to 42

percent people consider that the consumer helpline /toll free number is only for name, it does not

give any advice to the seeker. The reasons are that the authorities of this toll free numbers does

not give proper information, these numbers always remain engage. So, there is necessity of

proper rules as well as their implementation, for the better assistance to the consumer from this

toll free number.

Figure 5.9: Functioning of Consumer Helpline/Toll Free Number.

The helpline is designed to promote avenues of out of court settlement of consumer disputes and

resultantly help to reduce the burden on consumer courts. From the figure 5.9, it is seen that a

large chunk of consumer never take advice from the consumer helpline /toll free number. Exact

16 percent of the total sampled consumer always takes advice from the consumer helpline

number in Saharanpur. The 10 percent consumers in Behat take advice sometime, not always.

While 26 to 42 percent of the consumer believed the consumer helpline is only for name.

28

42 38

34

16 18

10 14

30

16

22

10

26 24

30

42

0

5

10

15

20

25

30

35

40

45


Never

Always

Sometimes not always

It is only for name

Chapter -5

189

(10) How many times did you appear in the forum for hearing?

An individual consumer in India does not consider his complaint worth pursuing because of the

time, energy and the high cost involved in obtaining redressal of his grievances and dispute

through long court procedures. At present efforts are being made by the government and the

consumer organizations to change the situation in favour of consumers.

The consumer can now find a simple and easy way to file a complaint and get redressal for his

grievances within a short period. The mass media like television, radio, newspapers and the like

are also widely being used to inform consumers regarding filing of their complaints in case they

had grievances. For the protection of consumer rights and for giving suggestions to the

Government, consumer protection boards have been established. The arrangement of central

protection board at central level, state consumer Board, at state level, District Forums at district

level also comes under consumer protection. Through this arrangement the consumer get quick

and inexpensive justice that saves consumer time and money.22

It is important for a consumer

that if he/she feels any problem can bring their matter in the consumer court to get justice. But in

India the people hesitate and don’t want to take problem for going before the consumer court.

Table 5.14: Appearing to CDRA for Redressal

Appearing to CDRA for Redressal

8. How many times did you appear in the forum for hearing?

Composite

Z score


Never Trouble Once Twice

1 Saharanpur

29(58) 3(6) 14(28) 4(8) 0.34423

2 Titron 38(78) 3(6) 7(14) 2(4) 0.01359

3 Deoband 43(86) 2(4) 5(10) 0(0) -0.49886

4 Behat 40(80) 4(8) 5(10) 1(2) 0.14104


The findings of this study reveal that in Behat the highest 80 percent respondent answered that

they never appear before consumer court for redressal of their grievances. Surprisingly, only 10

percent consumers appear at once in Deoband and Behat towns. It was also surprising that no

respondent appeared consumer court twice in Deoband. Only 2, 4 and 8 percent of the

Chapter -5

190

respondent appeared twice before consumer court in Behat Titron and Saharanpur respectively.

The highest 8 percent of the people appeared before the consumer court in Behat. The majority

of the respondents in the urban area of Saharanpur never appear before the consumer court.. It

means ratio of the consumer never present their matter before the consumer court. But it is the

wrong behaviors of the people that they feel hesitation to redress their grievances from the

consumer court.

Figure 5 .10: Appearing to CDRA for redressal.

The figure 5 .10 shows that the majority of the respondents never went to the consumer court for

redressal of their grievances. After perusing figure, it is found that the 10 to 28 percent of the

consumers went to the District consumers Forum respectively in this area. It is interesting to note

that only 2 to 8 percent of the consumers went to the District Consumer Forum twice. None of

the total respondents went to the Forum twice in Deoband.

5.9 CRA: Analysis & Outcome

Protection and promotion of consumer rights and interests is a vital function of the Government

in any kind of economy. It is basically a social and political necessity and is essential for all

round progress of the country. In rapidly changing business environment and emerging global

markets, expectations of the people of the country for better services, quality goods, availability

of choices and value for money has been continuously rising. Accordingly, both public and

private sectors are undertaking several policy initiatives, schemes and incentives to promote

consumers welfare in the country. They are making all efforts to ensure that the consumers are

provided relevant information in order to avoid any kind of exploitation and given a rational

choice in selection of products and services from the market.

58

78 86

80

6 6 4 8

28

14 10 10 8

4 0 2

0

10

20

30

40

50

60

70

80

90

100


Never

Trouble

Once

Twice

Chapter -5

191

Chapter -5

192

The table 5.15 shows that, all indicators composite Z score values of the four towns, the value of

all the four towns varies from indicator to another. XI Column of the table 3.15 shows all

indicators composite Z score mean. The mean also differ from town to town. On the basis of this

mean the researcher categories, the town in three categories high, medium and low category. It is

seen from table 5.15 that the level of consumer rights awareness is high in Behat and Titron

Town. It is also seen from the table that in Saharanpur medium level of consumer awareness is

there. It is also revealed from the table that in Deoband people are least aware of their rights

relating to consumer protection.

Chapter -5

193

Chapter -5

194

5.9.1 Analysis of I & II Indicators

The map 5.5 shows the category of towns, it is seen from the map that Behat comes in high

category while the Saharanpur and Deoband come in low and Titron comes in medium category.

It is shown from the census data that the people in Behat and Titron towns are only based on

agriculture but the people of these towns come in high and medium category, while in Deoband

and Saharanpur people are mostly literate, their earning is based on service sector and business,

but they are not interested to know their rights and they think it is a wastage of time and they get

nothing if they complain to the shopkeeper or consumer court. The people in Behat and Titron

believed that, if they know their rights they can fight, if they are cheated by the shopkeeper or

traders.

5.9.2 Analysis of V & VI Indicators

It could be seen from the map of 4.3 that Saharanpur and Deoband come under the low and

medium category and Behat and Titron are in high category, where the people consider that the

consumer is empowered in modern days. The people in Behat and Titron are not literate enough

in comparison to Saharanpur and Deoband towns. So, they think rationally that the consumers

are not empowered in this era. The factors resulting out of it is that the consumers have

interdisciplinary approach in terms of their education and life style. The purchasing power of

Saharanpur people is higher in comparison to that of Deoband, Titron and Behat. They are also

more conscious about brand and quality so these are the factors which are responsible to create

the difference in these towns.

5.9.3 Analysis of VII &VIII Indicators

The map 5.4 highlights the categories of towns. It is shown that Saharanpur is in low category

where the consumers are not interested to enforce their rights relating to consumer protection.

Behat and Titron are in high category while Deoband is in medium category. When we see the

socio-economic profile of the respondents it is found that the consumers in Saharanpur are more

educated and more conscious about the brand and quality, but they are not interested to enforce

their rights pertaining to consumer protection. Although, the people in Behat, Titron and

Deoband towns are not literate enough about brand/quality conscious but they are more

interested to complain to the consumer court or shopkeeper if they found any violation of their

rights relating to consumer protection. The factor which is responsible for this is the interest of

Chapter -5

195

the people. In Behat, Titron and Deoband people are not well educated but they are vigilant to

enforce their rights.

5.9.4 Limitations

1. The study has concentrated only on the urban area of Saharanpur district.

2. In the area selected for the survey, an in-depth study of each of the component was not done.

3. The study, more or less relies on secondary data.

4. The research is going to be more expensive day by day which great constraint on the study is.

5. The researcher has some reservation in answering the questions. Therefore, some of the facts

may not have been revealed in the study.

6. There may be some degree of human error in calculating ratio and interpreting the same, as

there is not fixed standards in this regard.

5.10 Conclusion

Exploitation of the consumers is rampant in the urban area of Saharanpur district despite Govt’s

sincere efforts for creating consumers rights awareness. The problem is more rampant in this

area and like such other areas also. Taking advantage of ignorance, lack of education, the

consumers are lured into the trap of the exploiters. Moreover, consumerism in itself has brought

about a number of innovative methods to cheat the consumers.

Table 5.16: High Category of CRA

S no Town I II III IV V VI VII VIII IX X

1 Behat 20.8 28.4 32.8 36.4 28 26 24 27.2 33.6 58

2 Titron 23.6 45.6 33.2 34.4 36.8 26.8 23.6 34 31.6 55.6


The first step in protecting consumer’s interest is awareness about their rights and duties that the above

table shows. The people in these towns are living a life like a villager, they are almost dependent on

agriculture and agriculture related activities only, they are not fully literate like the other two towns but

the CRA is high in these towns. So, the reason is that the people are more conscious about their rights and

duties. The source of information here is mainly TV through which they get aware of their rights relating

to consumer protection.

Chapter -5

196

Table 5.17: Medium Category of CRA


1 Saharanpur 33.6 30 32 37.6 33.4 27.6 26.8 55.6 26.8 38.8


The table shows the median percentage value of all the 10 indicators of Saharanpur which come

under medium category of CRA. The people in this town are more educated and well aware of

many things but they are not well aware of CRA because they do not pay any kind of heed to

know the consumer rights. They believe that consumer courts are also like any other court and if

they go to consumer courts, it is wasting of time and money or both and they will get nothing. So

that is the reason this town comes under medium category of CRA. To some extent the people

have rational choice in their belief that the consumer is not empowered in this era and they also

believe that education is certainly helpful to prevent from the exploitation.

Table 5.18: Low Category of CRA


1 Deoband 26.8 34 27.6 49.6 37.6 27.6 35.2 34.8 28 78.8


It is a town which is famous for its Islamic teaching all over the world. It comes under low

category, where the CRA is very low in the comparison to other towns, the people in this town

believe that the CRA is not helpful to protect from the exploitation. The source of information

about CRA is mainly TV and Radio; apart from that they are not aware of their rights pertaining

to consumer protection. Those who know about CRA, they are not interested to enforce it

through consumer courts. The factors which are responsible here are the attitudes, knowledge

and the family background of the respondents.

Every day we read in the newspapers and hear in media that some company or the other has

disappeared with huge amounts and the consumers have nowhere to go for redressal of their

complaints. The consumer redressal mechanism has its own limitation. In the prevailing situation

the government needs to take more steps to protect the consumers. The government must create

an enabling environment and a facilitating role. This is not an easy task but in any case, reliable

information has to be provided to the consumers. In an economy like India, particularly in urban

area of Saharanpur where majority of population is illiterate or semi-illiterate the language side

of communication is extremely important. Most consumer information source in India including

Chapter -5

197

company websites and product packing are provided in English language which the majority of

population do not understand. It is suggested that the consumer information provided on product

packing should at least be bilingual i.e. in English and Hindi. It may be optional for the suppliers

to include the consumer relevant information in the third regional language also.

Chapter -5

198

Chapter -5

199

Chapter -5

200

Chapter -5

201

Note & References

1. http //www.saharanpur.nic.in

2. Dr. S.R. Myneni, Legal Research Methodology Report (ed 2009)

3. http/www.plannigcommission.nic.in

4. J.S. Singh, ‘Analytical study of Protecting Consumer Interest’ in S.S. Chahar (ed.),

Consumer Protection Movement in India: Problem and Prospects, 343 (2007).

5. B.B.Barik, ‘Consumer Protection in Indian Economy’, in M. Agrawal (ed.), Consumer

Behavior and Consumer Protection in India, 18 (2006).

6. CUTS (NGO), State of the Indian Consumer Analyses of the Implementation of the United

Nations Guidelines for Consumer Protection, (1985) in India, 135

7. Dr R. Khanna, Consumer Protection laws, 3rd

ed.3 (2005).

8. Supra note 3

9. P. Shivaparkashm, Consumer Empowerment Rights and Responsibilities 1st ed. 53 (2001)

10. M.Agrawal, D Agrawal & Babita ‘Consumer Problems’ in M Agrawal (ed.), Consumer

Behavior and Consumer Protection in India, 245 (2006).

11. Supra note 3

12. CUTS (NGO), State of the Indian Consumer Analysis of the Implementation of the United

Nations Guidelines for Consumer Protection, 1985 in India, at 133

13. R.C .Agarwal & M Agrawal ‘Economic Analysis of Consumer Behavior and Consumer

Protection’ in M Agrawal ed.), Consumer Behavior and Consumer Protection in India, 138

(2006).

14. Supra note 7 at 11

15. Supra note 11

16. M. Ahuja ‘Consumerism and Health: With Special Reference to Medical Negligence‘in

S.S.Chahar(ed.),Consumer Protection Movement in India: Problem and Prospects, 70

(2007).

Chapter -5

202

17. A. Agrawal & T. Pandey, ‘Consumer Awareness and Protective Aspects –A Global

Experiences’ in M Agrawal (ed.), Consumer Behavior and Consumer Protection in India, 57

(2006).

18. D. Kumar, ‘Consumerism in India: A Socio-Legal Perspective’ in S.S.Chahar (ed.),

Consumer Protection Movement in India: Problem and Prospects, 335 (2007).

19. Supra note 7 at 103

20. AIR 2002 SC 2931

21. Supra note 3

22. U. Sharma & P.Bhardwaj.,‘Protective Aspect of Consumer Protection’, in M Agrawal (ed.),

Consumer Behavior and Consumer Protection in India, 133 (2006).

191

Table 5.15: Composite Z Score of all Indicators

S. no

Town Indicator I

Indicator II

Indicator III

Indicator IV

Indicator V

Indicator VI

Indicator VII

Indicator VIII

Indicator IX

Indicator X

XI

1 Saharanpur -0.2793 0.17505 0.16886 0.09677 -0.205 -0.1933 -0.0345 -0.5903 -0.037 0.34423 -0.05545

2 Titron 0.1241 -0.07736 -0.18205 0.04059 0.267 0.2652 0.1688 0.1240 0.226 0.01359 0.096987

3 Deoband -0.1087 -0.08782 0.00172 0.09332 -0.156 -0.1973 -0.2947 -0.0060 -0.168 -0.49886 -0.14223

4 Behat 0.2639 -0.00987 0.01147 -0.23068 0.094 0.1254 0.0432 0.4724 -0.021 0.14104 0.088986

I=Sources of information II=Role of Government III=Consciousness of quality/Brand IV=Awareness about adulteration V =Consumer education

VI=Consumer empowerment VII= Time limit prescribe by CPA VIII=Object of CPA=IX=Functioning of consumer helpline/tool free number X= Appearing to CDRA for redressal XI= Composite Standard score index

186

Map 5.4: Enforcement of Consumer Rights

5 0 5 10 15 20Kms

1

2

3

4

N

-0.312

High -0.150

Not sampled

INDEX

Low

Medium

Saharanpur District

Enforcement of Consumer Rights in Urban areas

Sampled Town: 1. Behat 2. Saharanpur 3. Titron 4. Deoband

Source: Based on Field Survey, 2009-10

178

Map 5.3: Consumer Empowerment

5 0 5 10 15 20Kms

1

2

3

4

N

-0.199

High -0.176

Not sampled

INDEX

Low

Medium

Saharanpur District

Consumer Empowerment in Urban areas



167

Map 5.2: General Consumer Awareness


-0.0525 0 5 10 15 20

Kms

1

2

3

4

N

High 0.023

Not sampled

INDEX

Low

Medium

Saharanpur District

General Consumer Awareness in Urban Areas


193

5 0 5 10 15 20

Kms

1

2

3

4

N

-0.142

High -0.055

Not sampled

INDEX

Low

Medium

Map 5.5: Consumer Rights Awareness


Saharanpur District

Consumer Right Awareness in Urban Areas

TM Consumer Rights Awareness in Urban areas


Source: Based on field survey 2009-10

197

Figure 5.11: High Category CRA

198

Figure 5.12: Medium Category CRA

199

Figure 5.13: Low Category CRA

consumer rights awareness in urban...

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