The document discusses the Consumer Protection Act of India. It was established in 1986 to protect consumer interests and provides for consumer dispute resolution. It defines a consumer as someone who purchases goods or services for personal use. The act aims to give consumers rights like the right to safety, choice, and redressal. It establishes consumer councils at the central, state and district levels and provides three tiers of consumer courts to file complaints - district, state and national levels based on the value of the claim. The objectives are to better protect consumers and provide an efficient complaint resolution platform.
2. TOPICS TO BE COVERED
Definition of Consumer
Introduction to CPA
Objectives of CPA
Rights of Consumer
Consumer Dispute Redressal
Agencies
Consumer Protection Councils
Awareness of Consumer
3. WHO IS CONSUMER?
‘’Consumer’’ means any person who
Purchases products or services for his
personal use and not for manufacturing or
resale.
He is the decision maker whether or not to
buy an item at the store.
He is the person who is influenced by
advertisement and marketing.
4. INTRODUCTION TO CPA
The Consumer Protection Act came into existence in
the year 1986.
This was an Act of the Parliament of India and
extends to the whole of India except the state of
Jammu and Kashmir.
This Act applies to every goods and service unless
the government specifically exempts any.
This Act aims at protecting the genuine interests of
every Indian consumer.
This Act makes provision for establishment of
consumer councils and other authorities for the
settlement of consumer’s disputes.
5. OBJECTIVES OF CPA
Better protection of the interests of all
consumers.
Establishment of consumer councils.
Provision of better quality dispute redressal
agencies.
Protection of the consumer rights.
Protect consumers from exploitations or
mistreatments.
An efficient platform for filing complaints of the
consumers and solving the same.
Attempting to provide a quality life for
consumers.
7. REDRESSAL AGENCIES
DISTRICT
FORUM
Value of
services &
compensation
claimed does
not exceeds
Rs.5 lakhs
Complaint can
be filed by
consumer
association,
central or state
government
STATE
COMMISSION
Value of services
&compensation
claimed exceeds
Rs 5 lakhs but
not more than 20
lakhs
Appeals against
the orders of any
district forum
within the state
NATIONAL
COMMISSION
Value of service
and
compensation
claimed exceeds
Rs 20 lakhs
Appeals against
the orders of
any state
commission
8. CONSUMER PROTECTION
COUNCILS
CENTRAL
COUNCIL
• Members:
Chairman,
Vice Chairman,
Other members.
• Meetings:
At least once in a
year.
STATE COUNCIL
• Members:
Chairman,
members
prescribed by the
state Government,
Up to 10 members
nominated by
Central
Government.
• Meetings:
At least 2 meetings
in a year.
DISTRICT
COUNCIL
• Members:
Chairman, other
members
prescribed by the
State Government.
• Meetings:
Not less than 2
meetings in a year.
9. AWARENESS OF
CONSUMER
NATIONAL CONSUMER HELP LINE : 1800-11-
4000
Look for the ‘BEST BEFORE’ or ‘EXPIRY DATE’
when buying food or medical products.
Do not pay more than MRP.
From social media, magazines & newspapers.
From internet and various websites.
Always look for standard marks like ISI, FPO,
AGMARK etc.
11. CASE STUDIES
A BTech STUDENT SUED SNAPDEAL AND
GOT IPHONE 5s GOLD FOR Rs.68.
On February 12, Nikhil Bansal, a BTech student at Punjab
University spotted an unbelievable discount of 99.7% on
IPhone 5S gold on Snapdeal.
The price after discount came out to be Rs.68. Can you
believe that? Without wasting another moment, he booked
one.
But soon his order was cancelled as it was technical
defect.
He filed a comlaint against snapdeal at the District
Consumer Forum. Within days a judgement was passed in
his favour, ordering Snapdeal to deliver the product to him
at Rs.68 with a Rs.2000 penalty.
When the e-com giant tried to fight back, the penalty
increased to Rs. 10,000.
