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1. CONSUMER PROTECTION
ACT, 1986

2. BRIEF HISTORICAL BACKGROUND
• Scenario in early 70s & 80s
• Existing laws providing consumer protection
• Shortcomings of such Laws

3. 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;

4. THE CONSUMER PROTECTION ACT,
1986 (ACT)
Applicability
Amendments
Amendments in the year 1993
Amendments in the year 2002

5. WHO IS A CONSUMER?
Two kinds of consumer under the Act
Consumer of goods
buys or agrees to buy goods
any user of such goods
Consumer of services
hires or avails any services
any beneficiary of such service

6. CONSUMERS NEED PROTECTION
AGAINST
Unfair trade practice
Restrictive trade practice
Defects
Deficiencies

7. UNFAIR TRADE PRACTICE
Adopting 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 it isMisleading public about price (e.g. bargain price when it is
not so).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

8. 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.

9. 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.

10. CONSUMER'S RIGHTS
• Right to safety against hazardous goods andRight to safety against hazardous goods and
servicesservices
• Right to be informed about quality, quantity, purity,Right to be informed about quality, quantity, purity,
standard, pricestandard, price
• Right to choose from a variety at competitive pricesRight to choose from a variety at competitive prices
• Right to be heardRight to be heard
• Right to seek redressalRight to seek redressal
• Right to consumer educationRight to consumer education

11. 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

12. 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

13. 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

14. 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.