Ever danced with a sentence that left your mind twirling in curiosity, wondering what this phrase truly expresses? To champion consumer rights and empower them with a robust mechanism for grievance resolution, the Indian government introduced the Consumer Protection Act in 2019.
As stated by Hon’ble P.M. Narendra Modi - “Government of India is not only focusing on Consumer protection, but also consumer prosperity”
A “graahak” or a “consumer” is a person who purchases commodities, avails services from service providers and buys other products from a marketplace. Within the streets of Indian market, the terms “consumer” and “customer” often get used interchangeably.
Unlocking “GRAHAK ADHIKAR”: Your Guide to Consumer Rights!
Consumer Rights are those set of rights that guarantee maximum protection to the general public, when they desire to avail any kind of services or buy any goods of their choice.
Consumer rights provide consumers with the right to receive comprehensive information regarding the quality, quantity, and trade practices of the products they are purchasing or services they are availing. It also safeguards against unfair trade practices or fraudulent activities that may result in adverse consequences for consumers at the hands of sellers, manufacturers, or traders.
Your Rights, Your Right – Fight for Them!
The Consumer Protection Act of 2019 (CPA) not only confers rights upon consumers but also ensures that they have access to swift legal recourse, thereby guaranteeing that their grievances are expeditiously and effectively resolved in a court of law.
These rights are as follows :
Right to be Heard: Every consumer must be granted with an opportunity of being heard. Such an opportunity will not only result in the satisfaction of the consumer, but it will also motivate them to speak up against any injurious effect that blunders onto them.
Right to Seek Redressal: Every consumer, shall have a right to seek redressal against the exploitation from the appropriate forums. The CPA Act of 2019, establishes the Central Consumer Protection Authority (CCPA) that governs the consumer forums in India that are established at three levels to ensure maximum protection to consumer rights. These are:
District Consumer Disputes Redressal Commissions (DCDRC):
Consumers can
lodge their complaint in DCDRC when the worth of their purchase or services paid as
consideration does not exceed one crore rupees.
State Consumer Disputes Redressal Commissions (SCDRC): Consumers can lodge their complaint when the value of the goods or services paid as consideration, exceeds rupees one crore, but does not exceed rupees ten crore.
National Consumer Disputes Redressal Commission (NCDRC): Consumers can lodge their complaint when the value of the goods or services paid as consideration, exceeds rupees ten crore. The National Commission holds the authority to entertain any appeal against orders granted by any State Commission or any Central Authority.
Right to Consumer Education/ Right to be Informed: The very famous slogan, “Jaago Graahak Jaago” puts an emphasis on the very fact that the consumer should be vigilant enough to have awareness about the detrimental as well as the profound effects of the services that they desire from the service providers, traders, manufacturers or others in the market.
Right to safety: Consumers must dive into the know-how of potential risks lurking in the services or products. From faulty electronics to hazardous gas cylinders, awareness safeguards lives and property. Therefore, one must choose certified products, buy smart and stay protected.
Right to Choose: Consumers must understand that there is no need to settle as they always have the option to Choose. They have the power to pick the brand that suits them, as per their requirements. Their right to choose ensures top-class services at fair prices – because quality and choice should always go hand in hand.
It is important to note that in order to make the process of seeking redressal more expedient and efficient, the Central Government has started the process of E-filing (electronic-filing) consumer complaints, wherein consumers can now file a complaint online, on the consumer forum’s portal as per their convenience.
The Consumer Protection Act of 2019 attempts to educate each and every citizen of this country to be informed about their rights. Other than the rights, it paves a way to:
To shape Consumers - Indian customers are not well-organised, and vendors exploit them easily.
Curb the influence of the Misleading advertisements - Many enterprises, intentionally trick consumers through incorrect or deceptive advertisements.
Ensures Physical Safety - since knowledge is one’s shield against potential threats to human life, consumers must possess sound knowledge of any hazards that come along while purchasing electrical appliances or gas cylinders.
Buy Smart, Live Smart: Be a Wise Consumer!