Consumers must unite for the global day of emancipation

Consumer Rights Day has become an occasion for mobilising citizenry. Speak Up finds if there is awareness about rights and willingness to resort to redressal.

Must read manual before usage 

With rights, consumers also have some important responsibilities and duties. First of all if you are not satisfied with the service or products, you can complain but you must be honest while complaining about products.

For example, sometimes consumers don’t read the instruction manual and use applications shoddily, as a result of the wrong usage, they suffer damage. So, in such cases companies can’t be blamed. Even in the case of private sale of products, a seller must disclose honestly about the products.

However in another situation, if you have changed your mind about the goods, you have no rights under the Consumer Protection Act. There are also significant differences in rights in Indian and abroad, in America, people can return clothes bought within one week of purchase, but here it is not possible.
—MS Kamath, consumer lawyer

Lengthy procedure deters people

Awareness about consumer rights among people is not enough. Till date, only 33,30,237  (see box) complaints have been registered with the Consumer Disputes Redressal Commission at district, state and national level.

A majority of people don't know how to complain to the consumer forum. If you have a complaint against any seller or service provider, a consumer must write to the consumer forum, stating the nature of the complaint and describing all the facts and problems.

Those seeking redressal must mention whether they want a replacement of the product, refund or repair. There is also a timeframe for redressal, which should ideally take between three to five months. But the reality is that, it takes even upto two years due to inadequate staff and repeated adjournments.
—Shirish Deshpande, chairman, Mumbai Grahak Panchayat 

Approach of promptly solving issues is lacking

I know that if some vendor cheats us, we can complain to the consumer redressal forum. But I don’t know the procedure. People have a grievance against an agency offering a particular service or misleading information by advertisers. For instance, I filed a compliant about our a water purifier with the company about leakage from the system. Representatives told me that they would be sending personnel within two days, but no one has come yet.   
—Ajit Mandhare, credit control officer

Be an informed buyer, look for MPR, dates

I’m extremely particular about getting the right information about the products, which I plan to purchase. I always look for the maximum retail price, manufacture and expiry dates. As far as services are concerned, I have never faced any problem, where I had to regret that I didn’t choose the right service provider. If I’m paying a premium price, I have a right to get complete information. I'm aware about the consumer forum but don’t know the procedure.    
—Jacinta Pereira,  media professional

Many can’t seek action against ration shops

I’m aware about consumer legislation and redressal forum, due to advertisements in media. I know that consumers have the right to get the right of product and services from sellers. But I’m unaware about the procedure. The government may be eager to push for consumer rights, but a large number of people have no redressal. The poor who buy food from ration shops, don’t get good foodstuff most of the time. They can’t go anywhere to report irregularities.    
—Chetan Medhekar,  system administrator

Despite legislation, situation is bleak

I’m aware about consumer rights and hence cautious while purchasing goods and availing services. Consumer protection laws are designed to ensure fair competition. Even though strong and clear laws exist to protect consumer rights, the actual plight of consumers could be declared as completely dreary. Very few consumers are aware or understand their basic rights. However, I always retain a cash memo or bill from the shopkeeper or service provider.   
—Sanjeev Dhoke, IT engineer