1. What are Consumer Protection Councils?
The Act provides for establishment of Consumer Protection Councils at Centre, State and District levels. The purpose of these Councils is to review consumer related policies of the government and suggest measures for further improvements for protecting and promoting rights of the consumers. The composition of these councils is broad based. The Minister Incharge of Consumer Affairs in the Centre is the Chairman of the Central Consumer Protection Council and it has other official and non-official members. The State Consumer Protection Council is headed by Minister In-charge of Consumer Affairs in the State and the District Consumer Protection Council is headed by the Collector of the District. These Councils are advisory in nature and their object is to protect the rights of the consumers enshrined under the Act.
2. What are Consumer Disputes Redressal Agencies?
The Act provides for a three tier Consumer Disputes Redressal Agencies. These are: District Consumer Disputes Redressal Forum in the District, State Consumer Disputes Redressal Commission at the state level and the National Consumer Disputes Redressal Commission at the national level.
3. When can complaint be made?
A complaint may be made in writing under the following circumstances:
Loss or damage is caused to the consumer due to unfair or restrictive trade practice of a trader or service provider;
the article purchased by a consumer is defective; the services availed of by a consumer suffer from any deficiency;
a trader or service provider, as the case may be, has charged for the goods or for the service mentioned in the complaint a price in excess of the stipulated price
Goods or services, which will be hazardous to life and safety, when used, are being offered for sale to the public.
4. Who can file a Complaint?
Any consumer
Any voluntary consumer association;
Central Government or any State Government;
One or more consumers, where there are numerous consumers having same interest
In case of death of a consumer, his legal heir or representative
5. Where to file a Complaint?
As per the Consumer Protection Act, 1986 a complaint can be filed in:
District Consumer Disputes Redressal Forum (DCDRF): If the value of the claim is up to 20 lakh.
State Consumer Disputes Redressal Commission (SCDRC): If the value of the claim exceeds ` 20 lakhs but is within one crore.
National Consumer Disputes Redressal Commission (NCDRC) If the value of the claim exceeds ` one crore.
District Forum:
Each District has a District Forum.
District Forum consists of three members.
Out of the three, one is President, who is or has been or is qualified to be a District Judge.
One of the members shall be a woman. It entertains complaints where the value of claim is up to ` 20 Lakhs.
State Commission:
Each state has one State Commission.
It consists of a President, who is or has been a Judge of a High Court and two other members, one of whom shall be a woman.
Complaints can be filed in State Commission where the value of claim is above ` 20 Lakhs up to ` one Crore
Appeals against the Orders of the District Forums can also be filed in the State Commission.
National Commission: The National Commission is located in Delhi.
It consists of a President who is or has been a Judge of the Supreme Court and not less than four other members, one of whom shall be a woman.
Complaints for value of claim exceeding rupees one crore can be filed in the National Commission.
It takes appeals against Orders passed by the State Commissions.
The Orders of this Commission can only be challenged in the Supreme Court.
6.What is the Jurisdiction of Consumer Fora?
A complaint shall be instituted in a Consumer Forum within the local limits of whose jurisdiction the opposite party resides or carries on business or has a branch office or personally, works for gain, or where the cause of action, wholly or in part, arises.
7. Is there any Fee for filing Complaint?
Every complaint filed shall be accompanied by a fee as specified in the table given below in the form of crossed Demand Draft drawn on a nationalized bank or through a crossed Indian Postal Order drawn in favour of the Registrar of the State Commission and payable at the respective place where the State Commission or the National Commission is situated.
8. Is there any exemption from payment of Fee?
The complainants who are Below the Poverty Line shall be entitled for the exemption of payment of fee for complaints up to rupees one lakh on production of an attested copy of the Antyodaya Anna Yojana card.
9. How to file a Complaint?
The complaint can be filed on a plain paper.
Stamp paper is not required for declaration.
It should contain the details of the complainant and the opposite party.
Complaint can be registered, in person, by the complainant or through his authorized agent or by post addressed to the Redressal Agency.
It is not compulsory to engage a lawyer to file a case.
The fees charged are very nominal according to the value of the claim.
10. What is the Procedure to file complaint in Consumer Fora?
A complaint when made in District Forum or State Commission shall be filed in three sets and where it is filed in the National Commission, it shall be filed in four sets with additional sets equal to the number of opposite party(s).
Every complaint shall clearly contain particulars of dispute and the relief claimed and shall also be accompanied by copies of such documents as are necessary to prove the claim made in the complaint. A Consumer can argue his own case or can be represented through authorized person or agency.
11. Is there a need to engage a lawyer for filing a complaint in the fora?
There is no need to engage a lawyer or any other pleader and consumer can himself or through his representative file and represent his complaint.
12. What are the particulars that should be furnished along with the complaint?
The complaint should contain the following particulars:
Name and complete address of the complainant.
Name and complete address of the opposite party/parties.
Date of purchase of goods or services availed.
Amount paid for the above purpose.
Particulars of goods purchased with numbers or details of services availed.
Details of complaint, whether it is against Unfair Trade Practice / supply of
defective goods / deficiency in service provided / collection of excess prices,
should explicitly be mentioned in the complaint petition.
Bills / receipts and copies of connected correspondence, if any.
Relief sought for under this Act.
Complaint should be signed by the complainant or his authorised agent.
13. What is the time limit for filing a complaint?
A complaint has to be filed within two years from the date on which the cause of action/ deficiency in service/defect in goods arises. However, a complaint may also be filed after two years, if the complainant satisfies the District Forum that he/she has sufficient reasons for not filing the complaint within such period.
14. What is the provision for appeal?
Aggrieved by the Order issued by the District Forum, appeal petition may be filed before the State Commission within 30 days from the date of receipt of Order.
Aggrieved by the Order issued by the State Commission, appeal petition may be filed before the National Commission within 30 days from the date of receipt of Order
Aggrieved by the Order issued by the National Commission, appeal petition may be filed before the Supreme Court of India within 30 days from the date of receipt of Orders.
15. What are the Reliefs available to Consumers from Consumer Fora?
Removal of defects from the goods;
Replacement of the goods;
Refund of the price paid;
Removal of defects or deficiencies in the services;
Award of compensation for the loss or injury suffered;
Discontinue and not to repeat unfair trade practice or restrictive trade practice;
To withdraw hazardous goods from being offered for sale;
To cease manufacture of hazardous goods and desist from offering services which are hazardous in nature;
If the loss or injury has been suffered by a large number of consumers who are not identifiable conveniently, to pay such sum (not less than 5% of the value of such defective goods or services provided) which shall be determined by the forum;
To issue corrective advertisement to neutralize the effect of misleading advertisement;
To provide adequate costs to parties.
16. Which is the Nodal Agency for Consumer Protection?
The Department of Consumer Affairs (DCA), one of the two Departments under the Ministry of Consumer Affairs, Food and Public Distribution is the nodal agency for consumer protection. The mandate of the Department is consumer advocacy. Translating this mandate into action entails:
Enabling consumers to make informed choices;
Ensuring fair, equitable and consistent outcomes for consumers; and
Facilitating timely and effective consumer grievance redress.
The Department seeks to empower consumers through awareness and education; enhance consumer protection through prevention of unfair trade practices; enable quality assurance and safety through standards and their conformity; and ensure access to an affordable and effective grievance redress mechanism. The Department has been entrusted with administering:
The Consumer Protection Act, 1986
The Legal Metrology Act, 2009
The Bureau of Indian Standards Act, 1986
The Essential Commodities Act, 1955
The Prevention of Black Marketing and Maintenance of Supplies of Essential Commodities Act, 1980
National Test Houses
Consumer Cooperatives
The Department also monitors the Prices and the Availability of Essential Commodities.
Website of the Department: http://consumeraffairs.nic.in/
Website of the NDRC: http://ncdrc.nic.in/
State Commission: http://ncdrc.nic.in/statelist.html
District Forums: http://ncdrc.nic.in/districtlist.html
