Consumer awareness is essential in today’s marketplace, where we often encounter misleading advertisements, defective products, and substandard services. As an Indian consumer, the Consumer Protection Act, 2019 safeguards your rights and provides a robust mechanism to resolve grievances. This article aims to simplify the key provisions of the act, helping you understand how to use them effectively in your day-to-day life.
What is the Consumer Protection Act, 2019?
The Consumer Protection Act, 2019 replaces the earlier Consumer Protection Act of 1986, providing better protection and more options for redressal. The new act includes provisions for faster resolution of disputes, introduces the concept of “product liability,” and establishes the Central Consumer Protection Authority (CCPA) to regulate matters related to consumer rights.
Key Rights Under the Consumer Protection Act
- Right to Safety
What It Means: You have the right to be protected against goods and services that are hazardous to life and property.
Example: Suppose you buy an electrical appliance like a mixer grinder, and it sparks when you plug it in. You are entitled to report the defective product and claim a replacement or refund. According to the Bureau of Indian Standards (BIS), all electrical appliances must adhere to safety standards, and any deviation can be reported.
- Right to Information
What It Means: You have the right to complete and correct information about the product, including its ingredients, usage, price, and risks.
Example: Imagine you’re purchasing a packed food item, but the label does not mention the expiry date. As per the Food Safety and Standards Authority of India (FSSAI), every food package must clearly state the expiry date. You can refuse to buy the product or report it to the authorities if the information is missing.
- Right to Choose
What It Means: You have the right to access a variety of goods and services at competitive prices, without being coerced into choosing a specific product.
Example: If your cable service provider forces you to subscribe to a specific channel package without giving you the option to choose individual channels, they are violating your right to choose. You can report this issue to the Telecom Regulatory Authority of India (TRAI).
- Right to be Heard
What It Means: You have the right to be heard and to voice your complaints to appropriate forums.
Example: If you buy a new mobile phone, and it malfunctions within a few days, but the store refuses to acknowledge your complaint, you can file a complaint with the consumer court or the National Consumer Helpline (NCH).
- Right to Seek Redressal
What It Means: You have the right to seek compensation or a remedy for unfair practices or substandard products.
Example: If you buy a health insurance policy and the company refuses to cover a legitimate medical expense citing vague reasons, you can approach the Insurance Regulatory and Development Authority of India (IRDAI) or file a complaint with the consumer forum.
- Right to Consumer Education
What It Means: You have the right to be educated about your rights and responsibilities as a consumer.
Example: If you are unaware of how to file a complaint against an e-commerce site for non-delivery of a product, you can attend consumer awareness workshops or visit websites like Consumer Helpline for guidance.
- Right to a Healthy Environment
What It Means: You have the right to live in a pollution-free environment and demand products and services that do not harm the ecosystem.
Example: If a factory in your neighborhood is polluting the air, you can file a complaint with the State Pollution Control Board and demand corrective measures.
How to Use Your Consumer Rights
File a Complaint Online:
Visit the National Consumer Helpline or the Consumer Court website.
Submit your complaint with details such as the company’s name, nature of the complaint, and supporting documents like receipts or emails.
You will receive a tracking number to monitor the status of your complaint.
Approach the Consumer Commission:
If your issue is not resolved through the helpline, you can approach the District Consumer Disputes Redressal Commission for claims up to ₹1 crore, the State Commission for claims between ₹1 crore and ₹10 crore, and the National Commission for claims exceeding ₹10 crore.
Use the Consumer App:
Download the “Consumer App” from the Play Store or App Store, which offers an easy way to file complaints and get updates on consumer rights.
Reach Out to the CCPA:
For issues involving misleading advertisements, unfair trade practices, or violation of consumer rights on a large scale, you can approach the Central Consumer Protection Authority (CCPA).
Common Issues Faced by Indian Consumers
Misleading Advertisements: Many companies use false claims to sell their products. For example, a weight-loss supplement claiming “100% guaranteed results in 7 days” is likely misleading. Such advertisements can be reported to the Advertising Standards Council of India (ASCI).
Defective Products: If you buy a gadget that stops working after a few days or a dress that tears easily, you can demand a replacement or refund as per the Consumer Protection Act.
Service Denial: If a restaurant denies entry based on appearance or caste, it can be considered discrimination, and you can file a complaint with the consumer forum or National Commission for Minorities.
Hidden Charges: If a hotel charges you additional fees that were not mentioned during booking, you have the right to demand clarification and even refuse to pay unjust charges.
Conclusion:
Knowing your rights is the first step towards protecting yourself in the marketplace. Whether it’s a defective product, poor service, or misleading advertisement, the Consumer Protection Act, 2019 provides you with the tools to fight back. Always be aware, stay informed, and don’t hesitate to exercise your rights. Remember, a well-informed consumer is a powerful consumer!
Last modified: September 30, 2024
