National Consumer Rights Day: Know your rights when purchasing goods and services

A person faced infective diarrhea after eating food at a wedding. The District Consumer Court in Ernakulam, Kerala, ordered the catering company to pay ₹40,000 as compensation. In another case, the Delhi State Consumer Disputes Redressal Commission ruled in favor of a car buyer, awarding him Rs 2 lakh due to an accident caused by a fault in his newly bought car. This incident, occurring within a month and at just 6,200 km, highlighted poor workmanship.

These cases highlight how consumer rights help fix issues with faulty products or services.

Today we observe Consumer Rights Day – a day to commemorate and raise awareness about the rights, responsibilities, and grievance redressal mechanisms we enjoy as consumers of goods and services.  So, let’s look at the rights that empower us from exploitative practices and how we can redress them.

What are Consumer Rights?

Consumer rights refer to the protections granted to buyers by governments. These rights ensure access to information before making purchases and guard against unfair practices by sellers.

Consumer Rights in Consumer Protection Act, 2019 

The Consumer Protection Act, 2019 outlines six consumer rights:

• Right to Safety: Ensures protection against harmful or unsafe products that could endanger life or property. Consumers have the right to demand quality and safety assurances for goods.
• Right to Information: Mandates that consumers must be informed about the details, quality, price, and other essential aspects of products or services. Manufacturers must provide all necessary information on product labels.
• Right to Choice: Grants consumers the freedom to select from various products or services at competitive prices without coercion from sellers.
• Right to Representation: Guarantees consumers a voice to express concerns and grievances in relevant forums, allowing them to lodge complaints against unfair practices.
• Right to Redressal: Empowers consumers to seek resolution for grievances, including compensation or replacement for defective goods, and the support of consumer organizations for dispute resolution.
• Right to Consumer Education: Ensures consumers are aware of their rights and educated about consumer protection laws, facilitating informed decision-making while purchasing. This includes integrating consumer education into academic curricula.

Importance of Consumer Rights

Consumer rights safeguard consumer interests against exploitation by businesses, traders, and any others who are providing goods and services.

Many individuals voice grievances about receiving subpar or contaminated goods or services despite paying the full price. This can pose health risks, making consumer protection a government priority.

These rights prevent deceptive tactics by manufacturers or sellers, ensuring protection against fraud or exploitation. Consumers must take precautions in purchasing goods at the correct price and understand how to prevent losses or harm. Awareness of these rights is key to their enforcement and seeking appropriate remedies or compensation.

As per the provisions of the law, consumers can file complaints and receive compensation for substandard products. It fosters a safe space for voicing concerns about service or product flaws, shielding consumers from illicit practices by traders, manufacturers, and sellers.

Consumer Courts

Consumer Courts, established under the Consumer Protection Act, 2019, serve as dispute resolution bodies safeguarding consumer rights. These courts operate at three levels: District, State, and National.

• District Commission: Handles complaints where goods or services are valued below Rs.1 crore.
• State Commission: Deals with appeals from district commission orders and cases valued above Rs.1 crore but below Rs.10 crore.
• National Commission: Entertains complaints involving goods and services exceeding Rs.10 crore.

Consumer Courts have the authority to:

• Hear Cases: They provide a platform for consumers and sellers/companies to present their sides, gather evidence, and issue judgments.
• Grant Remedies: These courts can offer various forms of relief such as repairs, replacements, refunds, compensations, and restraining unfair trade practices.
• Protect Consumer Rights: They ensure consumers are safeguarded from unfair trade practices and are compensated for losses due to defective goods or services.

These courts play a pivotal role in providing accessible and efficient redressal for consumer grievances, empowering consumers to seek justice and hold businesses accountable for any malpractices or deficiencies.