Know Your Rights: Six Consumer Rights Every Indian
Must Know
By Sangeeta Sharma
New Delhi,
Aug 31: In an age of online shopping,
digital payments, e-commerce and app-based services, consumers need to be aware
that the law provides them with strong protection against defective goods,
deficient services, unfair trade practices and misleading advertisements.
The Consumer Protection Act, 2019 replaced the earlier 1986 law and
expanded consumer protection to address modern marketplaces, including
e-commerce and digital transactions.
Six
basic rights of every consumer
Right to Safety:
Consumers have the right to protection against goods and services that are
hazardous to life and property.
Right to be Informed:
A consumer is entitled to accurate information about the price, quality, quantity, purity and
standards of a product or service. Consumers should carefully check
labels, MRP, expiry dates and other mandatory declarations before making a
purchase.
Right to Choose:
Consumers have the right to access a variety of goods and services at
competitive prices. They should not be forced to purchase an unwanted product
or service as a condition for obtaining another.
Right to be Heard:
Consumer interests and grievances are entitled to due consideration by
appropriate forums and authorities.
Right to Seek Redressal:
Consumers can seek a fair remedy, including refund, replacement or
compensation, where they suffer because of defective goods, deficient services
or unfair trade practices.
Right to Consumer Education:
Consumers have the right to acquire the knowledge and awareness necessary to
make informed purchasing decisions and protect themselves from exploitation.
Where
can a consumer complain?
The Consumer Protection Act provides
a three-tier system of Consumer Disputes Redressal Commissions.
Complaints can be taken before the District, State or National Consumer
Commission, depending on the applicable monetary jurisdiction under the
law.
Importantly, consumers do not necessarily need a lawyer to
approach a Consumer Commission. The system is intended to provide consumers
with a relatively accessible mechanism for obtaining redressal.
CCPA
can act against unfair practices
The Central Consumer Protection Authority (CCPA) is empowered to
protect and enforce consumer rights, investigate violations, act against unfair
trade practices and take action concerning misleading advertisements.
This is particularly important in an
era when consumers are increasingly influenced by online advertisements, social
media promotions, influencer marketing and e-commerce platforms.
National
Consumer Helpline
Consumers facing a grievance can
also approach the National Consumer
Helpline (NCH), a government-backed mechanism under the Department of
Consumer Affairs that facilitates grievance registration and provides
assistance to consumers.
The message for consumers is simple:
Do not remain silent when your rights
are violated.
Keep your bills, invoices, payment
records, warranty documents, photographs, emails, messages and other evidence
relating to the transaction. Before making a complaint, clearly record what you
purchased, from whom, when you purchased it and what went wrong.
An informed consumer is an empowered
consumer. Knowing your rights is the first step towards protecting them.
