CONSUMER EDUCATION NEED OF THE HOUR

1. CONSUMER EDUCATIONNEED OF THE HOUR

2. DID YOU KNOW??? • A MAN FOUND A FOREIGN PARTICLE IN A BOTTLE OF A SOFT DRINK. HE COMPLAINED IN THE COURT AND THE COMPANY WAS FINED Rs 1,00,000/-. • A MAN USED A COIN-BOX PHONE AND THE CALL BECAME ONE-WAY i.e. HIS VOICE DID NOT REACH THE OTHER PERSON. HE TRIED CALLING THRICE AND EVERYTIME, THE SAME HAPPENED. ON COMPLAINING, HE GOT A COMPENSATION OF Rs 1250 AND HIS 3 RUPEE BACK.

3. WHO IS A CONSUMER??? • Any person who buys or hires any goods or service is a consumer • except if he uses such goods or service for commercial purpose. • or if the goods/service provided is free of cost, the person shall not be considered a consumer.

4. Innocence leading to exploitation • Adopting methods of deception to promote sale, use or supply of goods or services e.g. • Misleading public about price (e.g. bargain price when it is not so). • Charging above MRP printed. • Misleading public about another’s goods or services. • Falsely claiming a sponsorship, approval or affiliation. • Offering misleading warranty or guarantee. • Sale of spurious or sub-standard goods/services. • Offering used or renovated goods as new. • Using banned food colours. • Exaggerated, misleading advertising. Manipulating price or delivery or flow of supplies to impose unjustified costs or restrictions on consumers. .

5. CONSUMERS' RIGHTS IN INDIA On 24 December 1986 Govt. of India enacted the Consumer Protection Act 1986 to: • Ensure Rights of Consumers • Provide Remedies for deceived Consumers

6. Consumer's Rights under the Consumer Protection Act 1986 • Right to SAFETY against hazardous goods and services. • Right to be INFORMED about quality, quantity, purity, standard, price. • Right to CHOOSE from a variety at competitive prices. • Right to BE HEARD. • Right to seek REDRESSAL. • Right to CONSUMER EDUCATION.

7. ALERT • BEFORE BUYING ANY GOODS OR SERVICE, BE SATISFIED ABOUT THE QUALITY OR QUANTITY. • MAKE IT CLEAR THAT ISSUE OF RECEIPT IS MANDATORY FOR ANY PURCHASE OF Rs.200 AND ABOVE. • IN ANY PACKAGED MATERIAL, THE MONTH & YEAR OF MANUFACTURE, NET QUANTITY or WEIGHT & M.R.P is MUST. • If IMPORTED, it must carry the NAME & ADDRESS OF IMPORTER WITH VALID REGISTRATION • DON’T PAY MORE THAN THE M.R.P. • ALWAYS LOOK FOR THE DATE OF MANUFACTURE AND DATE OF EXPIRY / BEST BEFORE IN CASE OF EDIBLE AND MEDICINES.

8. PACKAGED COMMODITIES RULESEvery package has to carry ~ • Name and Address of Manufacturer or Packer. • Net quantity of the package (NOT gross or “weight when packed”). • If sold by number, the number contained in the package should be displayed on it. • Month and year of manufacture or pre-packing. • In case of food items, ‘best before’ or expiry date. • If imported, name and address of the importer with valid registration. • MRP inclusive of taxes. No pre-packed commodity can be sold above the declared MRP in shops, hotels, restaurants, bars (including bottled water, soft and hard drinks).

9. STANDARD MARKS AND LABELS Standardization mark is a mark or symbol given to a product, which meets certain standards with respect to the quality in terms of material used, methods of manufacturing, labeling, packaging and performance.

10. FPO MARK (FOOD PRODUCTS ORDER ) • Look for FPO marks on the containers of fruit products like- • jam • jelly • pickles • fruit juices • sauce • soft drinks, etc “products made from fruits and vegetables “

11. AGMARK • AGMARK can be found on agricultural, horticultural, forestry and livestock products. • So look for AGMARK on:- • cereals • pulses • spices • honey • pulses • rice • wheat • flour • edible oil • ghee • butter

12. HALLMARK • While buying any gold jewellery how can a customer ensure that the articles on which he/she is going to invest huge amount of money is made of pure gold? • To ensure, look for “HALLMARK”on gold products.

13. SOME OTHER USEFUL INFORMATION • IF YOU GO TO TAKE THE DELIVERY OF THE LPG CYLINDER, YOU GET A DISCOUNT OF Rs 5 • YOU HAVE A RIGHT TO WEIGH THE LPG CYLINDER WITH A SPRING BALANCE AVAILABLE WITH THE DISTRIBUTOR OR THE DELIVERY MAN. • AT EVERY PETROL PUMP YOU CAN ASK THE STAFF TO SHOW YOU THE PURITY USING SIMPLE FILTER PAPER METHOD.

14. DECEIVED?? DEPRIVED?? CONNED?? • ASK THE SELLER TO REMOVE THE DEFECT OR DEFICIENCY OR TO REPLACE THE GOODS. • IF THE SELLER DOES NOT RESPOND OR IF YOU ARE NOT SATISFIED BY THE ACTION TAKEN BY THE SELLER, MOVE TO ANY VOLUNTARY CONSUMERS ORGANISATION. • AGAINST MISLEADING ADVERTISEMENTS YOU CAN REPORT TO THE ADVERTISEMENTS STANDARDS COUNCIL OF INDIA.

15. VOLUNTARY ORGANIZATIONS • PUNE: ECOCONSYMBIOSIS SOCIETY’S LAW COLLEGESENAPATI BAPAT ROAD PUNE.ecocon.pune@gmail.com • MUMBAICONSUMER GUIDANCE SOCIETY OF INDIAOPP.CAMA HOSPITAL, MAHAPALIKA ROADMUMBAI 400 001PH:022 22621612www.cgsiindia.org • AHMEDABADCERC SURAKSHA SANKOOLTHALTEJ – GANDHI NAGAR HIGHWAY THALTEJ, AHMEDABADPH : 079 27489945-46 www.cercindia.org • NEW DELHI VOICE441, MATHURA ROAD DELHI-110 014 PH : 011-24379078-80 www.consumer-voice.org

16. You can complain against any misleading or inappropriate advertisement to:- Advertisement Standards Council of India Bajaj Bhavan 2nd floor Nariman Point Mumbai- 400 021. www.asci.co.in

17. ONLINE COMPLAINTS • Now you can even lodge your complaints online. • Just log on to www.core.nic.inor • E-mail your complaint at complaints@core.nic.in

18. WHAT IF THESE BODIES FAIL? • THE CONSUMER PROTECTION ACT PROVIDES FOR EXCLUSIVE “FORA” FOR CONSUMER DISPUTES IN ALL DISTRICTS, STATES AND NATIONAL CAPITAL. • THESE FORAs HAVE THE POWER TO DIRECT THE MANUFACTURER / SERVICE PROVIDER TO RECTIFY THE DEFECT OR PAY COMPENSATION OR ANY OTHER REASONABLE REMEDY TO THE PERSON COMPLAINING. • IF THEY DO NOT FOLLOW THE FORA’s DIRECTION, THEY CAN ALSO BE IMPRIOSNED.

19. HOW TO FILE CASE IN THESE FORAs? • File WITHIN 2 YEARS of cause of action in the District Forum where the seller has his business or lives or where the incident happened. • Submit 3 COPIES OF COMPLAINT ON PLAIN PAPER WITH SUPPORTING DOCUMENTS (receipt, bill etc.) • NO LAWYER IS NEEDED.

20. DO I NEED TO PAY ANY FEE? • YES THERE IS A NOMINAL FEE PRESCRIBED. • EARLIER NO FEE WAS REQUIRED TO BE PAID. • NOW THE STRUCTURE IS:

21. WHAT ALL DO I NEED TO WRITE IN COMPLAINT? • The following information must be furnished with the complaint :- • Your name and full address. • Name and full address of opposite party. • Description of goods or services. • Quality and quantity. • Price. • Date & proof of purchase or hiring. • Nature of problem. • Type of redressal you want.

22. WHAT KIND OF REMEDIES CAN I ASK FOR? LAW PROVIDES FOR THE FOLLOWING REMEDIES IN CASE OF A COMPLAINT:- • REMOVAL OF THE DEFECTS OR DEFICIENCIES. • REFUND OF MONEY. • REPLACEMENT OF THE GOODS. • COMPENSATION FOR LOSS OR HARASSMENT OR MENTAL AGONY. • PROHIBITION OF MARKETING OF GOODS HAZARDOUS FOR HEALTH OR ENVIRONMENT.

23. UNIQUE FEATURES OF CONSUMER FORA • No lawyer or agent is necessary for filing complaint or to make submission. If due to lawyer’s conduct consumer suffers, it is a deficiency in service open to redress. • Small nominal fees payable. No charges for despatching notices to opposite parties etc. • Every complaint shall be heard and disposed of within 90 days (150 days in case of lab test) from the date of receipt of notice by the opposite party.

24. WHERE IN PUNE IS THE CONSUMER FORA? The PUNE CONSUMER FORA IS SITUATED ON THE PUNE SATARA ROAD NEAR CITY PRIDE District Consumer Disputes Redressal Forum 692, Pushpa Heights Bibewadi Pune 411037

25. ALWAYS INSIST ON CASH MEMO LOOK FOR THE “BEST BEFORE” OR “EXPIRY DATE” WHEN BUYING FOOD OR MEDICAL PRODUCTS ALWAYS LOOK FOR STANDARD MARKS LIKE ISI, FPO, AGMARK ETC.. DO NOT PAY MORE THAN MRP. ALWAYS FIGHT FOR YOUR RIGHTS IN THE CONSUMER FORA, THE CONSUMER IS ALWAYS STRONG. ONLINE COMPLAINTS: www.core.nic.in Or e mail : complaints@core.nic.in GRAHAK PANCHAYAT PUNE— 020-24460707 ADVERTISEMENT STANDARDS COUNCIL OF INDIA— CONSUMER GUIDANCE SOCIETY MUMBAI – 022 22621612 THINGS TO REMEMBER