CONSUMER PROTECTION ACT, 1986

Ms. KUMKUM SENRAJINDER NARAIN & CO.

NEW DELHI

BRIEF HISTORICAL BACKGROUND

Scenario in early 70s & 80s

Existing laws providing consumer

protection

Shortcomings of such Laws

UN GUIDELINES FOR THE CONSUMER PROTECTION

Protect from hazard to health & safety;

Promote & protect economic interests;

Provide adequate information for informed choice;

Consumer education;

Provide effective redress—formal and informal

procedures;

Freedom to form groups & present views in

decision-making affecting consumers;

THE CONSUMER PROTECTION ACT, 1986 (ACT)

Applicability

Amendments

Amendments in the year 1993

Amendments in the year 2002

WHO IS A CONSUMER?

Two kinds of consumer under the Act

Consumer of goodsbuys or agrees to buy goodsany user of such goods

Consumer of services

hires or avails any services

any beneficiary of such service

CONSUMERS NEED PROTECTION AGAINST

Unfair trade practice

Restrictive trade practice

Defects

Deficiencies

UNFAIR TRADE PRACTICEAdopting unfair methods or deception to promote sale,

use or supply of goods or services e.g.

Misleading public about price (e.g. bargain price when Misleading public about price (e.g. bargain price when

it is not so).it is not so).

Charging above MRP printed.Charging above MRP printed.

Misleading public about another’s goods or services.Misleading public about another’s goods or services.

Falsely claiming a sponsorship, approval or affiliation.Falsely claiming a sponsorship, approval or affiliation.

Offering misleading warranty or guarantee.Offering misleading warranty or guarantee.

CONSUMERS NEED PROTECTION AGAINST

CONSUMERS NEED PROTECTION AGAINST

RESTRICTIVE TRADE PRACTICE Price fixing or output restraint re: delivery/flow of supplies to

impose unjustified costs/restrictions on consumers.

Collusive tendering; market fixing territorially among competing suppliers, depriving consumers of free choice, fair competition.

Supplying only to particular distributors or on condition of sale only within a territory.

Delaying in supplying goods/services leading to rise in price.

Requiring a consumer to buy/hire any goods or services as a pre-condition for buying/hiring other goods or services.

CONSUMERS NEED PROTECTION AGAINST

DEFECTS Any fault, imperfection or shortcoming in the quality, quantity,

potency, purity or standard which is required to be maintained by or under any law for the time being in force or under any contract express or implied or as is claimed by the trader in any manner whatsoever in relation to any goods.

DEFICIENCY Any fault, imperfection, shortcoming or inadequacy in the quality,

nature and manner of performance which is required to be maintained by or under any law for the time being in force or has been undertaken to be performed by a person in pursuance of a contract or otherwise in relation to any service.

CONSUMER'S RIGHTS

Right to safety against hazardous goods and Right to safety against hazardous goods and

servicesservices

Right to be informed about quality, quantity, Right to be informed about quality, quantity,

purity, standard, pricepurity, standard, price

Right to choose from a variety at competitive Right to choose from a variety at competitive

pricesprices

Right to be heardRight to be heard

Right to seek redressalRight to seek redressal

Right to consumer educationRight to consumer education

FORUM & JURISDICTION

Consumer Disputes Redressal Forums (District

Forum) Claims less than or equal Rs.20 lacs.

Consumer Disputes Redressal Commissions (State Commission) Claim more than Rs.20 lacs & less than Rs.1 crore & appeals.

National Consumer Disputes Redressal Commission (National Commission) Claim equal to Rs.1 crore & appeals

REQUISTIES OF A COMPLAINT

Who can file a complaint

Where to file a complaint

How to file a complaint

What constitutes a complaint?

Procedure for filing the appeal

ESSENTIAL INFORMATION IN THE APPLICATION

Name and full address of complainant

Name and full address of opposite party

Description of goods and services

Quality and quantity

Price

Date & proof of purchase

Nature of deception

Type of redressal prayed for

BENEFITS & RELIEFS

BenefitBenefit Disposal within 90 daysDisposal within 90 days

No adjournment shall ordinarily be granted - No adjournment shall ordinarily be granted - Speedy trial

Relief Removal of defects in goods or deficiency in services.

Replacement of defective goods.

Refund against defective goods or deficient services.

Compensation.

Prohibition on sale of hazardous goods.

THANK YOU