CONSUMER AWARENESS
GUIDELINES
Issued by
Center for Consumer Human resource and Environment protection
Pandalur Pandalur Post & Taluk The Nilgiris 643 233.
Web: www.cchepeye.blogspot.com Email: cchep.siva@gmail.com 9489860250
Thanks to
Government of Tamil Nadu
Civil Supplies & Consumer Protection Department,
Ezhilagam, Chennai-5.
Be an Alert Consumer !
Also be a Responsible Consumer !!
WHO IS A CONSUMER?
A. ”consumer” is a person who buys any goods or hires any service for valuable consideration (including deferred payment). The term does not include a person who obtains goods or services for resale or for any commercial purpose. However, persons who avail goods or services exclusively for the purpose of earning their livelihood by means of self employment are considered as ‘consumers’.
CONSUMER RIGHTS
Rights 1 to 6 are directly guaranteed under the Consumer Protection Act 1986 while Rights 7 & 8 are implied under the Constitution of India.
1. Right to safety Right to be protected against marketing of goods or services which are hazardous to life and property.
2. Right to information Right to be informed about the quality, quantity, potency, purity, standard and price of goods or services as the case may be, so as to protect the consumer against unfair trade practices.
3. Right to choose Right to be assured, wherever possible, access to a variety of goods and services at competitive prices.
4. Right to be heard Right to be heard and to be assured that consumer’s interest will receive due consideration at appropriate fora.
5. Right to redressal Right to seek redressal against Unfair Trade Practices or Restrictive Trade Practices or unscrupulous exploitation of consumers.
6. Right to consumer education Right to acquire knowledge and skills needed for taking action to influence factors which affect consumer decisions.
7. Right to Healthy Environment The right to physical environment that will enhance the quality of life. It includes protection against environmental dangers over which the individual has no control. It acknowledges the need to protect and improve the environment for present and future generations.
8. Right to basic needs Right to basic needs ensures basic goods and services which guarantee survival. It includes adequate food, clothing, shelter, health care, education and sanitation to lead a decent life.
RESPONSIBILITIES OF CONSUMERS.
1. BEFORE BUYING
Ø Planning in advance
Ø Enquiring past performance of product / service
Ø Enquiring about reputation and past performance of
producer / seller / service provider
2. WHILE BUYING
v Asking for demonstration regarding how to operate / use the
Product/service
v Enquiring about after-sales service and ensuring availability,
phone number, address and e-mail of service center
v Reading and knowing the contents of guarantee / warranty card
v Insisting for approved sale bill with serial number, address,
phone number, etc.
v Obtaining guarantee / warranty card and getting it
Signed/sealed by dealer
3. AFTER BUYING
Using products as per instruction given in user manual Keeping bills and guarantee card safely In case of fault inform dealer and service center. Do notmeddle or repair yourself
Keeping record for all correspondences Seek immediate redressal of deficiency in productCONSUMER PROTECTION ACT, 1986
The Act envisages a three tier quasi judicial system. They are
known as
(i) District Consumer Disputes Redressal Forum
(ii) State Consumer Disputes Redressal Commission
(iii) National Consumer Disputes Redressal Commission
a. Features of Consumer Protection Act, 1986 and filing of complaints
1. Simple formalities
2. Advocates not compulsory
3. Consumers themselves can conduct cases
4. Complaints may be sent even through Registered Post
5. Registered Consumer Organizations or Government can also file
complaint on behalf of consumer(s)
6. Less expensive
7. Compensation can be claimed for the loss suffered including
mental agony
Protection offered by Consumer Protection Act, 1986 against:
a. Deficiency in product or service
b. Poor after sales service
c. Damage/Loss to health, life and property due to product
d. Hazards arising out of product/service
e. Unjust enrichment through unfair means
f. Misleading advertisements
g. Unfair Trade Practices
h. Restrictive Trade Practices (like tie-up sales)
i. Violations of any other applicable laws or regulations
b. Grievance Redressal
v Consumer should send a detailed petition to the dealer /
service provider through registered post pointing out the
defect / deficiency and details regarding relief sought for
v Copy of the petition with postal acknowledgement card to be
preserved
v If the dealer / service provider not responded in time
consumer may approach District Consumer Protection Council
headed by District Collector (for districts other than Chennai) or
Commissioner of Civil Supplies and Consumer Protection (in
Chennai) or Reputed Consumer Organization who will be
sending notices to the dealer / service provider on behalf of consumer
If no remedy available through all above agencies, then relevant Consumer Disputes Redressal Commission / Forum as the case may be approached to file a complaint against dealer / service provider
POINTS FOR CONSUMER ATTENTION
A. PURCHASING UNDER PUBLIC DISTRIBUTION SYSTEM
Public Distribution System Outlets (ration shops) are distributing commodities against family cards at subsidized rates. Consumer should ensure that
Ø Commodities are provided in correct weight without denial
Ø Display board is placed in front of every shop indicating available
commodities and their quantity with selling price of each product
Ø Samples of commodities are placed for notice of card holders
Ø In the absence of any of above complaint can be made to Civil Supplies and Consumer Protection Department, Government of Tamil Nadu
Ø Can make an online complaint at www.consumer.tn.gov.in
B. PURCHASE OF COSMETICS
While buying cosmetics consumer should
Ø Not be carried away through Colorful misleading advertisements
Ø Check manufacturing date and date of expiry
Ø keep in mind that Colours are almost Chemicals
Ø keep in mind that following statements are mostly false “100% Natural”, “Chemicals not used”, “Oil free”
Ø Consult other users
Ø If you have any grievance/complaint, you may file it with the Local Drug Inspector or with the Controller of Drugs, 259/261 Anna Salai, Chennai 600 006, phone 044 24321830 or in the web at www.tnhealth.org
C. PURCHASE OF DRUGS
Purchase to be made only as per prescription by Registered Medical Practitioner - Self medication is dangerous Checking for manufacturing date / expiry date Checking name of medicine purchased with prescription Checking availability of Maximum Retail Price on the strips /containers Insisting for bill with details of batch number etc. printed over strips / containers
Checking for dosage and perseverance details of medicines If you have any grievance/complaint, you may file it with the Local Drug Inspector or with the Controller of Drugs at 259/261 Anna Salai, Chennai 600 006 phone 044 24321830.D. PURCHASE OF CLOTHS
Checking whether cloths withstand normal washing habits Insisting and obtaining bills and preserving them Insisting for “silk mark” while purchasing costly silk sarees If you have any grievance you may send a notice to the seller/ manufacturer or file a petition in the District Consumer ForumE. PURCHASE OF GOLD
v Checking for “Hall Mark”
v Weight of stones to be separately noted down in bills while purchasing ornaments with precious stones
v Obtaining purchase bills and keeping it safely
v In case of grievances you may issue a notice to the seller or file a complaint with Bureau of Indian Standards at www.bis.org.in
F. MISLEADING ADVERTISEMENTS
Consumer should always
Ø be alert about the advertisements while going for purchase of goods
afresh or in exchange of old product
Ø not be carried away by statements like free offers / discounts etc.
since they are not the deciding factors for the requirement of consumers
Ø not be misled through colourful glamorous advertisements
Ø In case of grievances, please issue a notice to the newspaper or
complain to Advertisement Standards Council of India (ASCI) at 219,
Bombay Market, Tardeo Road, Mumbai 400 034, ph 23521066 /
G. PURCHASE OF FOOD PRODUCTS
* Don’t buy spoilt products. It is dangerous to health
* Check manufacturing and expiry date, weight, manufacturer address etc.
* If perishables, check if it has been stored in freezer/cold storage properly.
* Avoid cheap and colourful food with hazardous colour additives
* Avoid products without manufacturer address.
You have no recourse in case of any problem
* Avoid purchase of unbranded products like oil without sealed packs
* In case of any complaint, including adulteration, call up your Local Food
* Inspector or Joint Director (PFA) at 359 Anna Salai, DMS Complex, Teynampet Chennai 600006,
F. PACKAGED COMMODITIES
Every packed commodity has to carry the following information
Name and address of packer / manufacturer Name of commodity Net quantity / Weight Month and year of packing and expiry date Maximum Retail selling price Quality assurance symbols like AGMARK, FPO, ISI etc. Other relevant information (regarding ingredients of product)G.SUSTAINABLE CONSUMPTION
Every alert consumer has a duty to be a responsible consumer too. This means:
Ø Consume only what one needs. Remember
the poor and underprivileged
Ø Don’t waste products/service, natural resources. Someone else may badly need it
Ø Avoid polluting products such as plastics, chemicals. Instead, use environ mentally friendly degradable materials such as cloth, jute bags/ materials
Ø Help keeping the environment safe and healthy. Recycle degradable waste in Your house
Ø Remember the 3 Rs of a dutiful consume r
Ø Reduce: Consume only what you need, if possible reduce consumption of water, electricity, fuel and other non-renewables
Ø Reuse: If a product can serve you for a longer period, use it instead of buying a new one.
Ø Recycle: Don’t litter the environment, please recycle degradable or recyclable materials through scrap dealers
H. OUR CONSUMER PROTECTION ACTIVITIES
Establishment of Citizen Consumer Clubs in every educationalinstitution
Providing consumer education to rural masses through Women Self Help Groups / Panchayat Level Federations and through Residents Welfare Associations / Apartment Owners Associations in Urban areas
Generating awareness through sectoral work shops / seminars Publication and distribution of monthly magazine under the caption“Tamil Nadu Nugarvor Kavasam”
Propagating consumer awareness messages through Radio /Television Media and short video films With the motive of developing Citizen as “Valuable Consumer” various consumer organisations are serving together with Government of Tamil Nadu in providing consumer education to general public.for more details on
CONSUMER PROTECTION & AWARENESS LOG ON
Center for Consumer Human resource and Environment protection
Pandalur Pandalur Post & Taluk The Nilgiris 643 233.
Web: www.cchepeye.blogspot.com Email: cchep.siva@gmail.com 9489860250
Thanks to
Government of Tamil Nadu
Civil Supplies & Consumer Protection Department,
Ezhilagam, Chennai-5.
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