how to build consumer movement

STRATEGIES FOR BUILDING THE CONSUMER MOVEMENT AND INCREASING CONSUMER AWARENESS


ABSTRACT

The consumer movement in India is as old as trade and commerce itself. Even in Kautilya’s Arthshastra, there are references to the concept of protection of consumers against the exploitation by trade and industry, short weighment and measurements, adulteration. There was no organized and systematic movement actually safeguarding the interests of the consumers earlier. Before Independence, consumer interests were covered mainly under laws.
It is generally believed that the consumer movement in India as of today is quite strong when it is compared with other developing countries in Asia, Africa and Latin America. India is a vast country with a very large population of which a sizeable percentage lives below the poverty line. Because of economic inequality, low level of literacy and ignorance, particularly amongst women, the level of consumer awareness may vary place to place.. Protecting the interests of consumers has, therefore, become one of the paramount concerns of the Government than ever before. Hence, policies are being designed and legislations enacted to protect the consumers’ interest and grant them the right to choice, safety, information and redressal. The paper is an attempt to evaluate the role of Government and NGOs. For determining the awareness and strategies for strengthening consumer movement, a survey was carried out amongst the consumers in Bikaner, a desert city of Rajasthan. The survey was conducted among students, housewives, academicians and retired persons. Sample size was hundred respondents. Interviews using structured questionnaire was used to collect data. Quantitative and qualitative analyisis of data was carried out.
The survey revealed that there is a need for concerted action for consumer awareness. There is also a need for strengthening the aspects relating to environmental laws. In spite of all the claims by NGOs and consumer activists, still people have lack of awareness of consumer rights. They are still hesitant even in demanding cash memos, what to talk about after sale services Very few respondents demand for cash memos while purchasing the general products.
There is a need to strengthen the implementation of consumer laws. However, there is awareness of consumer protection laws. When the respondents were asked about their awareness about consumer protection laws, Most of the respondents were aware about consumer protection laws. They mentioned that they knew about consumer protection act.
People still expect the government to come forward and spread consumer awareness. All the respondents suggested that consumer awareness should be enhanced by government departments.

INTRODUCTION
The consumer movement in India is as old as trade and commerce itself. Even in Kautilya’s Arthshastra, there are references to the concept of protection of consumers against the exploitation by trade and industry, short weighment and measurements, adulteration. There was no organized and systematic movement actually safeguarding the interests of the consumers earlier. Before Independence, consumer interests were considered mainly under laws like the Indian Penal Code, Agricultural Production Grading and Marketing Act 1937, and Drugs and Cosmetics Act, 1940. Even though different parts of India had varying degrees of awareness, in general the level of awareness was low.
It is generally believed that the consumer movement in India as of today is quite strong when it is compared with other developing countries in Asia, Africa and Latin America. India is a vast country with a very large population of which a sizeable percentage lives below the poverty line. Because of economic inequality, low level of literacy and ignorance, particularly amongst women, the level of consumer awareness is not too high and, therefore, the consumers are not able to assert and protect themselves. They easily get exploited by trade and industry and service providers. With the liberalisation process which started in 1991 the entire economic scenario is undergoing a complete change from a government-driven economy to a market-driven economy. Protecting the interests of consumers has, therefore, become one of the paramount concerns of the Government than ever before. Hence, policies are being designed and legislations enacted to protect the consumers’ interest and grant them the right to choice, safety, information and redressal. The Right to information bill has been passed by some legislative assemblies such as Rajasthan and Madhya Pradesh.
STATUS OF CONSUMER PROTECTION IN INDIA
Consumer Protection Act, 1986
One of the most important milestones in the consumer movement in the country has been the enactment of the Consumer Protection Act, 1986 to better protect the interest of the consumers. This has revolutionised consumer rights. It is one of the most progressive and comprehensive pieces of socio-benevolent legislation covering all goods and services. The Act provides for a separate three-tier quasi-judicial consumer dispute redressal machinery, popularly known as consumer courts, at the national, state and district levels to provide simple, speedy and free redressal against consumers’ complaints. Filing of a simple complaint on plain paper with the details of the case with supporting documents seeking relief or compensation is enough and it is not obligatory to engage a lawyer. According to the objects and purposes of the Consumer Protection Act, these quasi-judicial bodies observe the principles of natural justice while adjudicating consumer complaints against defective goods, deficient services and restrictive and unfair trade practices through summary trials. The Act applies to all goods and services and covers all sectors, whether private, public or cooperative.
Amendments
The Act was amended in 1991 mainly to incorporate provisions for the quorum of District Forum, appointing persons to preside over State Commission/District Forum in case of absence of the President to enable the court function uninterruptedly. In 1993 the Act was again amended exhaustively to make it more effective and purposeful.
The Government has formulated comprehensive proposals for amending the Consumer Protection Act mainly based on the recommendations of the Working Group and Expert Group set up for the purpose and the wide-ranging consultations its had with the representatives of consumer interests, presidents of the national and state commissions and Central Government Ministries and Departments. These amendments are mainly aimed at facilitating quicker disposal of complaints, enhancing the capability of redressal agencies, strengthening them with more powers, streamlining the procedures and widening the scope of the Act to make it more effective to protect the consumers’ interest .
The Consumer Protection (Amendment) Bill, 2001 introduced in the Rajya Sabha on 26th April, 2001 among other things addresses the issues of quicker disposal of complaints, widening the scope of the Act, strengthening the Consumer Courts, streamlining the procedure and a proposal to strengthen the consumer movement. It is also proposed to establish a consumer protection council in every district in order to strengthen the consumer movement at the grass root level.
Enactment of the Amendment Bill will not only further strengthen the consumer movement in the country but also help the large number of consumers in securing speedy and effective redressal of their complaints.
Government’s Role
A separate Department of Consumer Affairs was created in 1997 to act as the nodal outfit in the Central Government for promoting and protecting the welfare of consumers. It seeks to do this in various ways such as ensuring availability of essential commodities at reasonable prices including monitoring of prices, formulating standards of goods and services, regulation of weighing and measuring instruments and prepacked commodities and providing a legislative framework for safeguarding consumers’ interests and establishment of a machinery for redressal of consumer complaints.
To meet these objectives the Department has been undertaking various measures involving all concerned to strengthen the consumer movement in the country. Some of the important measures being taken to strengthen the consumer movement include initiating multimedia publicity programmes to educate the consumers, providing financial assistance through consumer welfare fund to the NGOs and State Governments to generate consumer awareness, setting up of district information centres to guide the public, national awards on consumer protection to encourage outstanding work by women and youth, observing national and World Consumer Rights Day to remind the consumers to be vigilant, interactions with various interests through Central and State Consumer Protection Council to promote and protect the rights of the consumers, formulation of citizens’ charters containing their entitlements to public services, standards of performance and redressal of grievances for providing an efficient and responsive administration.
The success of the consumer movement mainly depends upon the level of consumer awareness around the country. The Government can only be playing the role of a facilitator or catalyst. The growth of consumer movement is a voluntary effort involving the participation of one and all. Only alert consumers can protect themselves and the society.
STATUTORY CONSUMER PROTECTION BODIES
Consumer Protection Councils
The interests of consumers are enforced through various authorities set up under the CPA. The CPA provides for the setting up of the Central Consumer Protection Council, the State Consumer Protection Council and the District Forum.
Central Consumer Protection Council
The Central Government has set up the Central Consumer Protection Council which consists of the following members :-
(a) The Minister in charge of Consumer Affairs in the Central Government who is its Chairman, and
(b) Other official and non-official members representing varied interests
The Central council consists of 150 members and its term is 3 years. The Council meets as and when necessary but at least one meeting is held in a year.
State Consumer Protection Council
The State Council consists of :-
(a) The Minister in charge of Consumer Affairs in the State Government who is its Chairman, and
(b) Other official and non-official members representing varied interests
The State Council meets as and when necessary but not less than two meetings must be held every year.
Redressal Machinery under the Act
The CPA provides for a 3 tier approach in resolving consumer disputes. The District Forum has jurisdiction to entertain complaints where the value of goods / services complained against and the compensation claimed is less than Rs. 5 lakhs, the State Commission for claims exceeding Rs. 5 lakhs but not exceeding Rs. 20 lakhs and the National Commission for claims exceeding Rs. 20 lakhs.
District Forum
Under the CPA, the State Government has to set up a district Forum in each district of the State. The overnment may establish more than one District Forum in a district if it deems fit. Each District Forum consists of :-
(a) a person who is, or who has been, or is qualified to be, a District Judge who shall be its President
(b) two other members who shall be persons of ability, integrity and standing and have adequate knowledge or experience of or have shown capacity in dealing with problems relating to economics, law, commerce, accountancy, industry, public affairs or administration, one of whom shall be a woman.
Appointments to the State Commission shall be made by the State Goverrnment on the recommendation of a Selection Committee consisting of the President of the State Committee, the Secretary - Law Department of the State and the secretary in charge of Consumer Affairs
Every member of the District Forum holds office for 5 years or upto the age of 65 years, whichever is earlier and is not eligilbe for re-appointment. A member may resign by giving notice in writing to the State Government whereupon the vacancy will be filled up by the State Government.
The District Forum can entertain complaints where the value of goods or services and the compensation, if any, claimed is less than rupees 20 lakhs. However, in addition to jurisdiction over consumer goods services valued upto Rs. 20 lakhs, the District Forum also may pass orders against traders indulging in unfair trade practices, sale of defective goods or render deficient services provided the turnover of goods or value of services does not exceed rupees 20 lakhs.
A complaint shall be instituted in the District Forum within the local limits of whose jurisdiction -
(a) the opposite party or the defendant actually and voluntarily resides or carries on business or has a branch office or personally works for gain at the time of institution of the complaint; or
(b) any one of the opposite parties (where there are more than one) actually and voluntarily resides or carries on business or has a branch office or personally works for gain, at the time of institution of the complaint provided that the other opposite party/parties acquiescence in such institution or the permission of the Forum is obtained in respect of such opposite parties; or
(c) the cause of action arises, wholly or in part.
State Commission
The Act provides for the establishment of the State Consumer Disputes Redressal Commission by the State Government in the State by notification. Each State Commission shall consist of:-
(a) a person who is or has been a judge of a High Court appointed by State Government (in consultation with the Chief Justice of the High Court ) who shall be its President;
(b) two other members who shall be persons of ability, integrity, and standing and have adequate knowledge or experience of, or have shown capacity in dealing with, problems relating to economics, law, commerce, accountancy, industry, public affairs or administration, one of whom must be a woman.
Every appointment made under this hall be made by the State Government on the recommendation of a Selection Committee consisting of the President of the State Commission, Secretary -Law Department of the State and Secretary in charge of Consumer Affairs in the State.
Every member of the District Forum holds office for 5 years or upto the age of 65 years, whichever is earlier and is not eligilbe for re-appointment. A member may resign by giving notice in writing to the State Government whereupon the vacancy will be filled up by the State Government.
The State Commission can entertain complaints where the value of goods or services and the compensation, if any claimed exceed Rs. 20 lakhs;
The State Commission also has the jurisdiction to entertain appeal against the orders of any District Forum within the State
The State Commission also has the power to call for the records and appropriate orders in any consumer dispute which is pending before or has been decided by any District Forum within the State if it appears that such District Forum has exercised any power not vested in it by law or has failed to exercise a power rightfully vested in it by law or has acted illegally or with material irregularity.
National Commission
The Central Government provides for the establishment of the National Consumer Disputes Redressal Commission The National Commission shall consist of :-
(a) a person who is or has been a judge of the Supreme Court, to be appoint by the Central Government (in consultation with the Chief Justice of India ) who be its President;
(b) four other members who shall be persons of ability, integrity and standing and have adequate knolwiedge or experience of, or have shown capacity in dealing with, problems relating to economics, law, commerce, accountancy, industry, public affairs or administration, one of whom shall be a woman
Appointments shall be by the Central Government on the recommendation of a Selection Committee consisting of a Judge of the Supreme Court to be nominated by the Chief Justice of India, the Secretary in the Department of Legal Affairs and the Secretary in charge of Consumer Affairs in the Government of India.
Every member of the National Commission shall hold office for a term of five years or upto seventy years of age, whichever is earlier and shall not be eligible for reappointment.
The National Commission shall have jurisdiction :-
a. to entertain complaints where the value of the goods or services and the compensation, if any, claimed exceeds rupees twenty lakhs:
b. to entertain appeals against the orders of any State Commission; and
(c) to call for the records and pass appropriate orders in any consumer dispute which is pending before, or has been decided by any State Commission where it appears to the National Commission that such Commission has exercised a jurisdiction not vested in it by law, or has failed to exercise a jurisdiction so vested, or has acted in the exercise of its jurisdiction illegally or with material irregularity.
Complaints may be filed with the District Forum by :-
1. the consumer to whom such goods are sold or delivered or agreed to be sold or delivered or such service provided or agreed to be provided
2. any recognised consumer association, whether the consumer to whom goods sold or delivered or agreed to be sold or delivered or service provided or agreed to be provided, is a member of such association or not
3. one or more consumers, where there are numerous consumers having the same interest with the permission of the District Forum, on behalf of or for the benefit of, all consumers so interested
4. the Central or the State Government.
On receipt of a complaint, a copy of the complaint is to be referred to the opposite party, directing him to give his version of the case within 30 days. This period may be extended by another 15 days. If the opposite party admits the allegations contained in the complaint, the complaint will be decided on the basis of materials on the record. Where the opposite party denies or disputes the allegations or omits or fails to take any action to represent his case within the time provided, the dispute will be settled in the following manner :-
I. In case of dispute relating to any goods : Where the complaint alleges a defect in the goods which cannot be determined without proper analysis or test of the goods, a sample of the goods shall be obtained from the complainant, sealed and authenticated in the manner prescribed for referring to the appropriate laboratory for the purpose of any analysis or test whichever may be necessary, so as to find out whether such goods suffer from any other defect. The appropriate laboratory' would be required to report its finding to the referring authority, i.e. the District Forum or the State Commission within a period of forty- five days from the receipt of the reference or within such extended period as may be granted by these agencies.
Appropriate laboratory means a laboratory or organisation:-
(i) recognised by the Central Government;
(ii) recognised by a State Government, subject to such guidelines as may be prescribed by the Central Government
(iii) any such laboratory or organisation established by or under any law for the time being in force, which is maintained, financed or aided by the Central Government or a State Government for carrying out analysis or test of any goods with a view to determining whether such goods suffer from any defect.
The District Forum / State Commission mav require the complainant to deposit with it such amount as may be specified towards payment of fees to the appropriate laboratory for carrying out the tests. On receipt of the report, a copy thereof is to be sent by District Forum/State Commission to the opposite party along with its own remarks.
In case any of the parties disputes the correctness of the methods of analysis/test adopted by the appropriate laboratory, the concerned party will be required to submit his objections in writing in regard to the report. After giving both the parties a reasonable opportunity of being heard and to present their objections, if any, the District Forum/Slate Commission shall pass appropriate orders.
II. In case of dispute relating to goods not requiring testing or analysis or relating to services: Where the opposite party denies or disputes the allegations contained in the complaint within the time given by the District Forum / State Commission, it shall dispose of the complaint on the basis of evidence tendered by the parties. In case of failure by the opposite party to represent his case within the prescribed time, the complaint shall be disposed of on the basis of evidence tendered by the complainant.
Limitation period for filing of complaint
The District Forum, the State Commission, or the National Commission shall not admit a complaint unless it is filed within two years from the date on which the cause of action has arisen. However, where the complainant satisfies the Distict Forum / State Commission, that he had sufficient cause for not filing the complaint within two years, such complaint may be entertained by it after recording the reasons for condoning the delay.
Powers of the Redressal Agencies
The District Forum, State Commission and the National Commission are vested with the powers of a civil court under the Code of Civil Procedure while trying a suit in respect of the following matters:-
1. the summoning and enforcing attendance of any defendant or or witness examining the witness on oath;
2. the discovery and production of any document or other material producible as evidence;
3. the reception of evidence on affidavits:
4. the requisitioning of the report of the concerned analysis or test from the appropriate laboratory or from any other relevant source;
5. issuing of any commission for the examination of any witness; and
6. any other matter which may be prescribed.
Under the Consumer Protection Rules, 1987, the District Forum, Commission and the National Commission have the power to require any person :-
(i) To produce before, and allow to be examined by an officer of any authorities, such books of accounts, documents or commodities as may be required and to keep such book, documents etc. under its custody for the purposes of the Act;
(ii) To furnish such information which may be required for the purposes to any officer so specified.
They have the power to :-
(i) To pass written orders authorising any officer to exercise power of entry and search of any premises where these books, papers, commodities, or documents are kept if there is any ground to believe that these may be destroyed, muliliated, altered, falsified or secreted. Such authorised officer may also seize books, papers, documents or commodities if they are required for the purposes of the Act, provided the seizure is communicated to the District Forum / State Commission / National commission within 72 hours. On examination of such documents or commodities, the agency concerned may order the retention thereof or may return it to the party concerned.
(ii) to issue remedial orders to the opposite party.
(iii) to dismiss frivolous and vexatious complaints and to order the complainant to make payment of costs, not exceeding Rs. 10,000 to the opposite party.
Remedies Granted under the Act
The District Forum / State Commission / National Commission may pass one or more of the following orders to grant relief to the aggrieved consumer :-
1. to remove the defects pointed out by the appropriate laboratory from goods in question;
2. to replace the goods with new goods of similar description which shall be free from any defect;
3. to return to the complainant the price, or, as the case may be, the charges paid by the complainant;
4. to pay such amount as may be awarded by it as compensation to the consumer for any loss or injury suffered by the consumer due to negligence of the opposite party;
5. to remove the defects or deficiencies in the services in question;
6. to discontinue the unfair trade practice or the restrictive trade practice or not to repeat them;
7. not to offer the hazardous goods for sale:
8. to withdraw the hazardous goods from being offered for sale:
9. to provide for adequate costs to parties.Appeals
Any person aggrieved by an order made by the Forum may prefer an appeal to the State Commission in the prescribed form and manner. Similarly, any person aggrieved by any original order of the State Commission may prefer an appeal to the National Commission in the prescribed form and manner. Any person aggrieved by any original order of the National Commission may prefer an appeal to the Supreme Court.
All such appeals are to be made within thirty days from the date of the order provided that the concerned Appellate authority may entertain an appeal after the said period of thirty days if it is satisfied that there was sufficient cause for not filling it within that period. The period of 30 days is to be computed from the date of receipt of the order by the appellant.
Where no appeal has been preferred against any of the orders of the authorities, such orders would be final. The District Forum, State Commission or National Commission may enforce respective orders as if it were a decree or order made by a Court and in the event of their inability to execute the same, they may send the order to the Court for execution by it as if it were a Court decree or order.
Penalties
Failure or omission by a trader or other person against whom a complaint is made or the complainant to comply with any order of the State Commission or the National Commission shall be punishable with imprisonment for a term which shall not be less than one month but which may extend to 3 years, or with fine of not less than Rs. 2,000 but which may to Rs. 10000 or with both.
However, if it is satisfied that the circumstances of any case so requires, then the District Forum or the State Commission or the National Commission may impose a lower fine or a shorter term of imprisonment
ROLE OF NGOs
NGOs and societies have played a vital role in consumer movement in India. CERC was the pioneer to start the consumer movement in India. Soon many NGOs followed. These NGOs heralded a new revolution. They encouraged the Government of India to enact legislation to protect consumer rights. A list of important NGOs working in India is enclosed with this paper (Annexure I).
A Survey on consumers awareness and strategies for strengthening consumer movement
A survey was carried out to identify the strategies for strengthening consumer movement and awareness. The survey was carried out among college students, retired persons, housewives and academicians in Bikaner (Rajasthan). 25 respondents from each category were selected and interviewed through structured schedule (Annexure II).
FINDINGS AND ANALYSIS
In response to the question asked regarding awareness of consumer rights, 42% respondents were aware of consumer rights. Only 5% of them could mention all the rights. Awareness was highest among academicians and lowest among the housewives.
Only 18 percent respondents demand for cash memos while purchasing the general products, whereas 84 percent demand the same in case of consumer durables.
TABLE NO. 1
RESPONSES REGARDING SAFETY OF CONSUMERS
Product / services
Responses saying that consumers are safe (in percentage)
Responses saying that consumers are not safe (in percentage)
General FMCG an dhousehold products
91
09
Durable products
72
28
General Services


Health
68
32
Education
85
15
Transport
92
08
Insurance
99
01
Banking and finance
45
55
Environmental aspects
37
63
From the above table, it can be inferred that majority of consumers believe that they are safe in respect to general products and services except with regard to banking and finance and regarding environmental aspects. There is a need of greater measures with regard to finance industry and regarding ecological aspects.
When the respondents were asked about their awareness about consumer protection laws, 95% respondents were aware about consumer protection laws. They mentioned that they knew about consumer protection act.
When the respondents were asked about what type of products are those for which they give sincere thought before buying them. The responses are as under:
With regard to awareness of bodies for consumer protection, 45 percent respondents were aware of district consumer forum. There is a need to spread awareness regarding these bodies and their services. Awareness was higher amongst academicians and retired persons.




TABLE NO. 2
NUMBER OF RESPONSES REGARDING WHO SHOULD SPREAD CONSUMER AWARENESS
CATEGORY NUMBER OF RESPONSES
Citizens 2%
NGOs 8%
Government departments 100%
Educational institutions 5%
All the respondents suggested that consumer awareness should be enhanced by government departments. 8 percent respondents also suggested for NGOs and 5 % suggested for educational institutions.
TABLE NO. 3
CONSUMER MOVEMENT BE STRENGTHENED BY –
CATEGORY NUMBER OF RESPONSES
Publicity 20%
Legislation 88%
Changes in course contents 11%
Advertisements 25%
* Responses exceed 100% because of multiple responses
80 percent respondents said that in case of consumer durables and white goods, they go for detailed inquiries.
When they were asked about the strengthening the consumer movement, 88 percent respondents said that it can be done through legislation. Most of the retired persons were in the favour of legislation where as students were in favour of changing the course content and advertisements.
When they were asked about deficiency in received goods, them mentioned that they did not pay much attention to the deficiencies in the goods. Most of the consumers said that they did not weigh or take measurement of good after purchasing.
92 percent respondents revealed that adequate laws exist related to environmental aspects and consumers related aspects. But all the respondents mentioned that problem lies with implementation.
81 percent consumers mentioned that the government organizations and PSUs protect the interests of consumers. But, 19 percent were of the opinion that they are misusing their monopoly, particularly in the petroleum products, and electricity department etc.


TABLE NO. 4
CONSUMER AWARENESS PROGRAMMES SHOULD BE ORGANISED AT –
LEVEL NUMBER OF RESPONSES
At schools and colleges 23%
Through media and literature 98%
Through demonstration 17%
Other programmes 02%
The majority of respondents suggested for using media for promoting consumer awareness.
TABLE NO. 5
STATUS OF CONSUMER PROTECTION IN INIDIA–
CATEGORY NUMBER OF RESPONSES (in percentage)
Worst 00
Bad 10
Fair 71
Good 19
Very Good 00
Majority of respondents have rated consumer protection in India at fair level. The mean score comes out to be .09 on five point scale (-2 to +2), which is very low.
Regarding the decision taken by the government, 78% respondents were in favour of ban on smoking at public places, 66 % were in favour of ban on tobacco products at railway station and 98% were in favour of ban on alcohalic products in the proximity of religious places. Rest of the respondents considered these measures as encroachment on consumers’ rights.
CONCLUSIONS:
Based on the study, it can be concluded that there is a need for concerted action for consumer awareness. There is also a need for strengthening the aspects relating to environmental laws. In spite of all the claims by NGOs and consumer activists, still people have lack of awareness of consumer rights. They are still hesitant even in demanding cash memos, what to talk about after sale services Very few (18 percent) respondents demand for cash memos while purchasing the general products.
There is a need to strengthen the implementation of consumer laws. However, there is awareness of consumer protection laws. When the respondents were asked about their awareness about consumer protection laws, Most of the respondents (95 percent) were aware about consumer protection laws. They mentioned that they knew about consumer protection act.
People still expect the government to come forward and spread consumer awareness. All the respondents suggested that consumer awareness should be enhanced by government departments. 8 percent respondents also suggested for NGOs and 5 % suggested for educational institutions.
Majority of the respondents (80 percent) said that in case of consumer durables and white goods, they go for detailed inquiries.
Most of the retired persons were in the favour of legislation where as students were in favour of changing the course content and advertisements.
19 percent were of the opinion that they are misusing their monopoly, particularly in the petroleum products, and electricity department etc.
The majority of respondents suggested for using media for promoting consumer awareness.
92 percent respondents revealed that adequate laws exist related to environmental aspects and consumers related aspects. But all the respondents mentioned that problem lies with implementation. Majority of respondents have rated consumer protection in India at fair level.

REFERENCES:



Annexure I

Name & Address of consumer organizations

1. Voluntary Organization in Interest of Consumer Education(VOICE)
F-71, Lajpat Nagar II,
New Delhi

2. Consumer Care Society
1/A, 2nd Main, 36th Cross
8th Block Jayanagar,
Bangalore 560082

Bombay Telephone Users' Association
Room No. 7, Petit Municipal
High School, Municipal Compound, Waterfield Road,
Bandra West, Mumbai – 400 050.

Chandigarh Telecom District Telephone Subscribers Association (CTSA)
House No.1339, Sector 15.Punchkula, Haryana

Grahak Sahayak Gurgaon
C-153, Sushant Lok
Gurgaon 122 002

Surya Foundation
170, Sector-A, Pocket-C,
Vasant Kunj,
New Delhi - 110 070.

Citizen consumer and Civic Action Group (CAG)
Old No. 7, New No. 8, 4th Street, Venkateshwara Nagar, Adayar,
Chennai - 600 020

Consumer Guidance Society of India,
'J' Block, Azad Maidan,
Mahapalika Marg, Opp. Cama Hospital
Mumbai - 400 001.

Consumer Protection Council
501/B, 5th Floor
Shaily Navrangpura
Ahmedabad 380 009

Consumer Protection AssociationJai Somnath,
Himmat Nagar Sabarkantha,
Gujarat 3833001

Orissa Consumers' Association
Debajyoti Upobhokta Kalyan Bhavan, Biswanath Lane,
Cuttack-753 002
Annexure II
QUESTIONNAIRE
1. Are you aware of consumer rights. If yes, name them -
2.Do you insist for the cash memo while purchasing durables:
3. Is consumer safe in India with reference to following areas:
A. General FMCG and household products
B. Durable goods
C. General services (health, education, transport, insurance, banking etc.)
D. Environmental aspects
4. Are you aware of some laws on consumer protection?, if yes mention the same.
5. Are you aware of various bodies working for consumer protection, if yes, name them –
6. Who should try to spread consumer awareness
A. Citizens
B. NGOs
C. Government departments
D. Educational institutions
7. How should consumer movement be strengthened –
A. Publicity
B. Increasing awareness by by legislation
C. Change in course contents at high school level
D. Advertisement
8. Are there adequate measures for implementing environment related laws and other consumer related laws
If no – who should promote it and how –
9. Are government institution, organizations, departments and PSUs protecting consumer interests and not misusing monopoly power –
10. Is there any need for consumer awareness programmes / project, if yes, at what level it should be organized and for what type of services:
A. At school / college level
B. Through media and literature
C. Through demonstration
D. Other programmes
11. What is the status of consumer protection in India
Very Bad
Bad
Fair
Good
Very Good
12. Do you agree with the decisions by the government in the past regarding the following:
A. Ban on smoking at public places
Ban on sale of tobacco products at Railway station
Ban on sale of alcoholic products in the proximity of religious places
13. How should the sale of the fake products be stopped.
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