ANNEXURE â II - Center For Consumer Studies(ccs)

Annexure – I 

CENTRE FOR CONSUMER STUDIES 

List of Training Programme Conducted 

(July 2011 – June 2012) 

Sl. 

No. 

Programme Duration No. of 

Participants 

Venue 

1. 73 rd OTP for the Presidents and Members 

of the District Consumer Forums, (Uttar 

Pradesh) 

2. Workshop on Consumer Protection and 

Consumer Welfare (in collaboration with 

Indian Law Institute, New Delhi) 

3. National Seminar on Globalization and 

Consumer– Issues & Challenges (in 

collaboration with Bharathiar University) 

4. 3 rd Training Programme for the 

Coordinators and Advisors of State 

Consumer Helplines on Consumer 

Protection and Consumer Welfare 

5. National Seminar on Rural Consumers (in 

collaboration with Council for Tribal and 

Rural Development) 

6. Silver Jubilee Special Lecture on 

Consumer Protection Act, 1986 

7. Seminar on Emerging Trends in 

Consumerism in India (in collaboration 

with M.P. Law College) 

8. 74 th OTP for the Presidents and Members 

of the District Consumer Forums (M.S., 

Goa, Gujarat & Rajasthan) 

9. Workshop cum Seminar on Consumer 

Protection and Consumer Welfare in 

collaboration with Shaheed Bhagat Singh 

July 4-8, 2011 32 IIPA, 

New Delhi 

July 14-15, 2011 95 ILI, New Delhi 

July 22-23, 2011 389 Coimbatore, 

Tamil Nadu 

Aug. 1-5, 2011 20 IIPA, 

New Delhi 

Aug. 16-17, 2011 68 Bhubaneswar, 

Odisha 

Aug. 23, 2011 51 IIPA, 

New Delhi 

Aug. 27-28, 2011 100 Aurangabad, 

Maharashtra 

Sept. 12-16, 2011 25 IIPA , 

New Delhi 

Sept. 23, 2011 108 New Delhi 

10. Two Day Workshop on Consumer 

Protection Act Silver Jubilee in 

collaboration with IIPA Puducherry Local 

Branch, Puducherry 

Sept. 30–Oct. 01, 

2011 

69 Puducherry 

11. Inter School Competition on Consumer 

Awareness in collaboration with The Air 

Force School, Subroto Park 

Oct. 19, 2011 72 New Delhi 

1

12. National Seminar on Globalization Market 

and Consumer Protection (in 

collaboration with Kumaun University, 

Nainital) 


Consumer Welfare (in collaboration with 

University of Calicut) 

14. National Seminar on Globalization and 

Consumer Rights (in Collaboration with 

Fakir Mohan University, Balasore) 

15. Half Day Seminar on ―Globalization and 

Consumer Rights‖ in Collaboration with 

IIPA Orissa Regional Branch, 

Bhubaneswar 

16. Two Day National Seminar on Consumer 


collaboration with Madurai Institute of 

Social Sciences 

17. National Seminar on Consumer 

Protection in India: The Way Forward 


of the District Consumer Forums 

Nov. 01-02, 2011 115 Uttarakhand 

Nov.11-12, 2011 171 Calicut 

Nov. 25-26, 2011 60 Orissa 

Nov. 27, 2011 33 Orissa , 

Bhubneshwar 

Jan. 06-07, 2012 44 Madurai 

Feb. 1-2, 2012 497 IIPA, 

New Delhi 

Feb. 13-17, 2012 34 IIPA, 

New Delhi 

19. Two Days Workshop on Consumer 


collaboration with Jharkhand Regional 

Branch 

Feb. 22-23, 

2012 

120 Ranchi, 

Jharkhand 

20. One Day Inter-College Competition 

Activities on Consumer Protection and 

Consumer Welfare in Collaboration with 

Kamala Nehru College Consumer Club 

21. 5 th ToT for Heads and Members of 

VCOs/NGOs in Consumer Protection and 

Welfare. 

22. Seminar on Consumer Protection and 

Consumer Welfare in collaboration with 

Haryana Regional Branch, Gurgaon 

23. National Seminar on Consumer Activism, 

Competition and Consumer‘s Protection 

in collaboration with Rajiv Gandhi 

National University of Law 

24. 4 th Training Programme for Coordinators 

and Advisors of State Consumer 

Helplines on Consumer Protection and 

Consumer Welfare 

Feb. 24, 2012 195 New Delhi 

March 12-16, 

2012 

12 IIPA, 

New Delhi 

March 26, 2012 188 Haryana 

April 7-8, 2012 200 Punjab 

April 23-27, 2012 22 IIPA, 

New Delhi 

2


of the District Consumer Forums 


Consumer Welfare in collaboration with 

Rajkot Saher Jilla Grahak Suraksha 

Mandal 


Consumer Welfare (with Focus on Rural 

Consumers) in collaboration with Rajkot 

Saher Jilla Grahak Suraksha Mandal 

28. 15 th Training of Trainers Programme for 

the Faculty Members of Training 

Institutions on Consumer Protection and 

Consumer Welfare 

29. One Day Seminar on Green 

Consumerism 


Consumer Welfare in Collaboration with 

IIPA Assam Regional Branch 

May 7-11, 2012 30 IIPA, 

New Delhi 

May 20, 2012 280 Rajkot, 

Gujarat 

May 21, 2012 207 Rajkot, 

Gujarat 

June 4-8, 2012 20 IIPA, 

New Delhi 

June 19, 2012 67 IIPA, 

New Delhi 

June 22-23, 2012 61 Guwahati, 

Assam 

Total 3385 

3

ANNEXURE – I A 

SEVENTY-THIRD ORIENTATION TRAINING PROGRAMME FOR THE 

PRESIDENTS AND MEMBERS OF THE DISTRICT CONSUMER FORUMS 

(July 4-8, 2011) 

The Seventy-third Orientation Training Programme for the Presidents and 

Members of the District Consumer Forums was organised by the Centre for 

Consumer Studies, the Indian Institute of Public Administration, New Delhi from 

July 4-8, 2011. The programme was sponsored by the Department of Consumer 

Affairs, GoI. Thirty two participants from Uttar Pradesh attended the programme. 

The objective of the programme was to build the capacity of the Presidents and 

Members of the District Forum to enable the redressal mechanism to function 

effectively and efficiently. 

Participants of 73 rd Orientation Training Programme 

4

The Course Coordinators 

Prof. Suresh Misra and Dr. Sapna 

Chadah welcomed the participants 

and briefed them about the 

programme objectives, contents 

and expectations from each 

participant. The participants while 

introducing themselves provided 

information about their educational 

qualification, work experience and 

Prof. Suresh Misra briefing the participants 

the working of the District Consumer Forum. While highlighting the working of the 

District Consumer Forums, the participants gave an account of the nature of 

complaints, total number of pending cases, monthly disposal of cases and the 

time taken for the disposal of complaints. They also shared information about 

availability of infrastructure facilities and working environment, including facilities 

available to them. The participants in general highlighted the various problems 

faced by them in discharging their responsibilities. The objective of the 

programme was to enhance the skills of the participants and also to acquaint 

them with the latest developments and judgments in the area of consumer 

jurisprudence. The participants were briefed about the activities of the Centre for 

Consumer Studies and IIPA. 

Dr. Sapna Chadah Welcoming Justice Mr. Bhanwar Singh, President, UP 

SCDRC 

5

On the occasion the Inaugural Address was delivered by Hon‘ble Justice 

Mr. Bhanwar Singh, President, UP SCDRC. At the outset he thanked CCS, IIPA 

for organizing the programme at short notice for the newly appointed Presidents 

and Members of District Consumer Forums, as many of them joined only a few 

months back. He said that many of the participants are the Presidents of District 

Forum and have standing as District Judges for more than 30 years. However, 

there is need for them to reorient their thinking and working, keeping in view the 

nature of work at the District Forums. 

He emphasized that for proper functioning of the Forums it is necessary to 

maintain discipline and decorum at the Forums. Discipline plays a very important 

part in every walk of life. It includes punctuality as well. The quasi-judicial 

machinery under Consumer Protection Act is not very old. The Act came into 

force only in 1986 and thereafter the Forums and Commissions were constituted. 

Initially the state and central government were not very enthusiastic to implement 

the Act and the Rules. It is the rules and regulations which prescribe the 

procedure and code of conduct for the President and Members of the Forums. 

Rules and regulations require us to be punctual and adhere to the court timings 

that have been provided. The timings are very comfortable which can be easily 

adhered to by any one without any difficulty. However, the Presidents and 

Members in some fora are not punctual and regular. It is expected of them to be 

punctual and attend the court regularly. 

Hon’ble Justice Mr. Bhanwar Singh, President, UP, SCDRC delivering the 

Inaugural Address 

6

He emphasized that one is known by his character and attitude during his 

work. People expect the Judges to be honest and conduct their duty in fair 

manner so that people get relief in the forum. None of the parties to the litigation 

should have any apprehension of bias regarding the working of the President or 

Members of the forum, irrespective of what may be the outcome of the case. A 

decision and judgment is good only if it is a fair judgment. Good conduct at the 

Forum has been included as one of the requirements in the regulations. You 

have to be of good temperament even towards the advocates. It will help you to 

perform your work in a better manner and good temperament will help maintain 

good atmosphere in court. Dress code has also been specified in the regulations. 

Dress code need not be the same as that of a Judge but it has to be decent. The 

dress code as that of Judge has not been kept to avoid giving a feel of a court to 

the Forums. Whatever you may wear has to be simple and decent one. 

Participants during one of the sessions 

One of the objectives of the Act is to give quick and speedy justice to the 

consumers. For that now the time limit has also been prescribed in the Act. Thus 

your decision making power lies with you and decision making should be very 

quick. It is only if you concentrate on the arguments of the parties, then only you 

will be able to give appropriate decision. You should always encourage the 

councils of both the parties to finish their pleadings as early as possible. Do not 

give long dates as human memory is very short. 

7

Law of happiness must be followed at work as this is one thing which gives 

you an inner feeling to be happy. Anguish at the court proceedings will not help 

you to decide the matter properly. Real happiness comes from within and it is 

only when you are in a good mood, you can deliver better. 

Reading literature connected with your work always adds to the knowledge 

and improves the working. Therefore, always read good law books and law 

journals which will clarify a number of legal aspects. Besides this reading good 

books and articles on practical aspects of life are also helpful as these improve a 

number of aspects related to the personality of a person. Even if you read 

religious books they will teach you good things though all may not true. They tell 

you to be good, honest, help others and many such good things which will 

encourage you to help the litigants before you. Always concentrate and discuss 

relevant things as irrelevant discussion lead to wastage of time. 

Discussing the Working of District Forums in Uttar Pradesh, he said that 

the Consumer Protection Act was enacted by Parliament in 1986. This was one 

of the best pieces of legislation enacted by the legislature. However, initially the 

state governments did not take much initiative to make the machinery functional. 

It was only after the intervention from the Supreme Court that a number of 

directions were issued and infrastructure and other facilities were made available 

to the District Forums. However, this judgment also had a set back when there 

was a difference of opinion between two judges in 2007 after which breaks were 

put on various aspects of the Act. Again the matter has been taken up by the 

Supreme Court and reports are being called from the state governments 

regarding the infrastructure, increase in honorarium of members etc. Around 20 

years back, the complaints were very less so the work of the forums was limited. 

Therefore, the members were appointed part time and the word honorarium was 

used. But now the work load of the forums has increased many fold and there is 

need to increase the salary of members. In this regard decision has been taken in 

the Conference of Presidents of SCDRCs and Secretaries of State on March 15, 

2010. 

8

Under the Act the council structure has also been created at three levels 

with the idea that the grievances of consumers can be redressed before they 

approach District Forum. However, in our country these councils have not been 

very effective. That is why the consumers have to ultimately depend on the 

consumer courts and the burden on these quasi judicial bodies is increasing. In 

LDA V. M.K. Gupta the jurisdiction of the forums was challenged. The Supreme 

Court took a liberal view and kept the housing construction by the development 

authority under service under section 2(1)(o) of the Act thereby increasing the 

Ambit of the Act. Now the cases of all service providers like insurance, medical, 

housing, etc. are coming under the purview of the Act. 

He discussed few cases from different sectors to clarify a number of legal 

issues. In one of the Housing case involving Noida Authority, a society was 

constituted and a person (A) was made member who later sold his share to 

another person (B) who was made member. In draw of allotment B got the plot. 

But later his allotment was cancelled on the ground that he was not the original 

allottee though the society has made him the member and informed Noida 

Authority about the same. In its decision SCDRC gave relief to B deciding that B 

is a member and allotment is legal. However, in between 15 years lapsed and C 

to whom the plot was allotted had constructed on it. So to do complete justice to 

all the parties, the Noida Authority was instructed that they should allot a plot to 

the earlier allottee which is similarly located. Sometimes the position taken by 

Authority is that in same category no plot is available. In such a situation the 

forum should ask the Authority to file an affidavit and ask where the plots are 

available and through such mediation try to make plot available to consumers. If 

the plot cannot be made available then compensation should be given to the 

complainant according to norms laid down in Balbir Singh case, by allowing 

interest at specified rate depending on the mistake of Authority. If smaller plot is 

available then alternative plot should be made available at the old rates. 

Sometimes the Authority harasses the customer by cancelling the allotment on 

flimsy grounds that‘s why there is need to protect the interest of consumers. 

Where the builder takes very long time in allotting the plot like allotment is made 

after 10 years, in one such case NCDRC has imposed penalty with interest and 

has also made a plot available to the consumer. 

9

He said that Medical Negligence is a very technical issue. There are two 

aspects of medical negligence-one whether there is negligence on part of the 

doctor and it is actionable per se and other regarding deficiency in service on part 

of hospital. In one of the cases before SCDRC a lady in Gorakhpur was admitted 

for operation for removal of tumour in the abdomen. When surgery was 

performed, the surgeon found malignancy in parts adjoining to tumour. The 

doctor did not touch the potion, stated it to be suspected case of malignancy and 

recorded the same in his records. The sample was sent for the testing. Testing 

took ten days and due to delay the lady died. There was no obvious mistake on 

the part of the doctor. However, deficiency lied on the part of the hospital as it 

prima facie knowing it to be a case of cancer did not do anything, neither did it 

call any expert from the cancer hospital nor refer the patient to specialty hospital. 

It was only concerned for its billing for 10 days. They should have shifted the 

patient to specialty hospital when such expertise was not available in their 

hospital. In a Goa case, a diabetic patient was taken to hospital by his wife. There 

an injection was prescribed by the doctor without specifying the side effects. The 

patient had a reaction and died. The doctor was found negligent as he did not 

take precaution before giving the infection nor did he specify the side- effects and 

what is to be done if some adverse effects are there. The physician notes are 

very important in judging negligence as they can easily prove whether the doctor 

was negligent or not. So in evidence do take into account the prescription and 

notes of doctor. There are many cases decided by the Supreme Court and 

NCDRC in the area of medical negligence which can provide guidance while 

deciding the case. In one of the cases of Ludhiana where a child was given 

injection with an infected syringe was held to be a case of negligence. Where in a 

case where a syringe was applied in the back bone and as a result the person 

was handicapped for whole of his life, compensation of one crore was given. 

Insurance is one area where a number of frauds are committed by the 

insurance companies and they befool the customers. Many a times they 

repudiate the claim of the consumers on frivolous grounds. Insurance agents sell 

policies making big promises but conceal actual terms and conditions of the 

policy. Due to these deliberate concealments the customers suffer later. Many 

times the policies are rejected /repudiated on the ground of concealment of 

material fact. In one of the case a teacher gave a false leave application on 

10

ground of jaundice and later after few years he died of some other disease. The 

claim was repudiated by the company on ground of concealment of facts. There 

was no evidence except the leave application that he was suffering from 

jaundice. Secondly, he died of some disease other than jaundice. In such cases 

the claims are not to be repudiated on such flimsy grounds. 

Transport services are availed by all on routine basis. It can be road 

transport, railways or airlines; deficiency in any of these is a cause for filing a 

complaint in the Forum. Sometimes the intruders and hooligans occupy the 

reserved seats and the person who has reserved the seats has to suffer. Now 

Supreme Court and NCDRC have held that it is the responsibility of the railways 

to take care of the safety and proper journey of the travelers and in case of failure 

the railways is responsible. Similarly the airlines are also responsible for any 

negligence on their part for deficiencies like delay in flight, cancellation of ticket 

on flimsy ground. In one of the cases the Supreme Court has instructed the 

airlines to supply atteast drinking water bottle and in case the airlines is at the 

brink of becoming bankrupt they should charge only the genuine price of the 

bottle. 

Similarly in one of the cases the question arose whether charging 

exorbitant price for water bottle at the hotel and cinema hall is justified. It was 

held by the Delhi High Court to be rational as in any club a person doesn‘t only 

come to drink water or tea, he comes there to enjoy the ambience, the related 

services and other comforts provided by the club, hotel or cinema hall. It all forms 

the basis of the service and charges are not only for the water bottle or tea but for 

all the related services. 

Now there has been a tendency of the District Forums to stop excessive 

and false claims as if such claims are allowed it will bring bad name to courts and 

people will loose faith in forums. Such frivolous complaints need to be dismissed 

by imposing heavy fine. In one of the complaint, all the fingers of hand and feet of 

the person were fused. The doctor separated all the fingers except two fingers of 

one of the foot. On this only the complaint of negligence was filed against the 

doctor. Dismissing the complaint the court held that the parents should be 

11

thankful to the doctors for the attempts made by him instead of filing the 

complaint against him. 

He advised the participants to test every complaint on the touchstone of 

consumerism. He said that you are not there to give relief to every body who 

approaches you. You have to find out whether the person who is approaching 

you is a consumer on not and comes within the purview and jurisdiction of the 

Act. In case of electricity cases the forums cannot take up cases involving theft of 

electricity and material but rest of the aspects a can be taken care of by the 

forums. Similarly educational institutes are also providing services and come 

under the Act. However, the conduct of examination by University / Board has 

been taken out from the purview of Consumer Protection Act but there are other 

aspects which can be taken cognizance of by the Consumer Forums. 

The programme was divided into a number of thematic sessions. In the 

introductory session Prof. Suresh Misra illustrated the need and importance of 

Consumer Protection in the emerging world order. He focused on various 

problems being faced by the consumers and illustrated the lack of concern 

among the business towards consumer welfare. He also gave a comprehensive 

picture of the international dimension of Consumer Protection and traced the 

growth of consumer movement. He highlighted that it is in the interest of the 

business to provide quality products and services to the consumers. Dr. Sapna 

Chadah in her presentation analysed the legal history of consumer protection in 

India and the rationale for enactment of the Consumer Protection Act in 1986. 

She gave a bird‘s eye view of the CP Act and its various provisions. Illustrating 

her point with a number of examples and judgments of the National Commission 

and the Supreme Court Dr. Sapna focused on the outcome in terms of relief to 

the consumers and the development of consumer case law. Dr. Mamta Pathania 

discussed in detail the ways and means to educate the consumer and enhance 

awareness. She also gave an account of the various programmes and polices of 

the Department of Consumer Affairs to educate the consumers. 

12

Interacting with participants on the theme Working of Adjudicatory Bodies: 

Procedural Aspects Justice J. D. Kapoor, Former President, SCDRC, Delhi 

elaborated certain administrative and procedural aspects relating to working of 

District Forums and also clarified a number of legal aspects with the help of case 

laws. The other sessions were on Electricity and Consumer by Mr. N. K. Jain, 

Medical Negligence and Consumer by Dr. Kiran Gupta, Insurance and Consumer 

by Shri S.M. Tripathi, Defective Goods & Consumer and Banking & Consumer by 

Dr. G.K. Kapoor, Housing and Consumer by Mr. Rabindra Bana, and Misleading 

Ads and Consumers by Pushpa Girimaji. 

The programme was participatory in nature. The participants were divided 

into various groups to work on case laws. The objective was to help the new 

members to understand case law and interpret various provisions in a case law. 

The participants presented their reports and the presidents gave their comments 

on the analysis of case laws followed by discussion. Apart from this the 

participants were given a comprehensive input on Judgment Writing and how a 

good and effective judgment is to be written. A good judgment should highlight 

the facts and the parties should be able to understand the order. The participating 

members were given specific cases on which they had to write their judgments. 

The judgments were discussed before a panel consisting of the Programme 

Directors and the Presidents of the District Forum. 

During the Programme the participants visited the National Commission 

and saw the proceedings of the Commission. They also met Hon‘ble Justice Shri 

Ashok Bhan, President, NCDRC and Hon‘ble Justice Shri R.C. Jain, Member, 

NCDRC. They inquired about the working conditions at the forums and problems 

faced by the Members. They also clarified a number of doubts, relating to 

honorarium and legal interpretations of the provisions of the CPA, raised by the 

participants. 

13

Views/opinions of the participants on different aspects of the Training 

Workshop are analyzed and presented below: 

1. Please rate the structure and organization of the Course. 

Very Well 

structured 

Well structured 

Somewhat unstructured 

Very 

un-structured 

21 11 - - 

2. How useful is the training to you immediately in your job 

Very useful Quite useful Of limited use Not at all useful 

28 2 2 - 

3. How useful is the training likely to be in future jobs that your may 

handle 


22 9 1 - 

4. How far have you been benefited from interaction with the fellow 

participants of the course 

Extremely Considerably Fairly Not at all NC 

15 14 1 - 2 

5. How far was the course material supplied relevant and related to the 

course content 

Extremely 

relevant 

Considerably 

relevant 

Fairly relevant 

Not at all relevant NC 

19 10 3 - - 

14

6. To what extent are you satisfied with the following 

Satisfied 

fully 

Satisfied to 

a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 

Reception 16 5 11 - - 

Residential Accommodation 17 7 7 - 1 

Food Quality and Service 17 11 3 - 1 

Class room Facilities 30 1 - - 1 

Interaction with the Faculty 18 12 1 - 1 

Recreation Facilities 16 6 8 - 2 

NC/ 

NA 

15

7. Assessment of Training Faculty/sessions (32 Participants responded) 

Sl. 

No. 

Topic Name of Speaker Assessment 

Excellent 

Very 

Good 

Good Fair 

NC 

1. Briefing and Experience Sharing Suresh Misra 

Sapna Chadah 

2. Consumer Protection: An Overview Suresh Misra 

Sapna Chadah 

3. Consumer Protection Act/ Rules Suresh Misra 

Sapna Chadah 

26 6 - - - 

22 7 1 - 2 

23 7 1 - 1 

4. Medical Negligence and Consumer Kiran Gupta 17 11 3 - 1 

5. Art of Judgment Writing Suresh Misra 

Sapna Chadah 

17 14 1 - - 

6. Working of Adjudicatory Bodies: 

Procedural Aspects 

Justice J. D. 

Kapoor 

21 3 7 - 1 

7. Defective Goods and Consumer G. K. Kapoor 19 10 1 - 2 

8. Banking and Consumer G. K. Kapoor 18 11 - 1 2 

9. Case Law Discussion Suresh Misra 

Sapna Chadah 

25 5 2 - - 

10. Housing and Consumer Ravindra Bana 10 15 5 - 2 

11. Electricity and Consumer N. K. Jain 12 12 8 - - 

12. Visit to NCDRC Suresh Misra 

Sapna Chadah 

26 5 - - 1 

13. Insurance and Consumer S. M. Tripathi 17 13 2 - - 

14. Presentation of Judgment Suresh Misra 

Sapna Chadah 

15. Case Law Presentation Suresh Misra 

Sapna Chadah 

26 5 - - 1 

26 4 1 - 1 

16. Misleading Ads and Consumer Pushpa Girimaji 9 7 3 - 13 

16

8. Which parts of the course did you find most helpful 

All 15 

Electricity and Consumer 3 

Medical Negligence 2 

Defective Goods and Consumer 2 

Banking and Consumer 2 

Case Law Presentation 2 

Working of Adjudicatory Bodies 1 

Presentation of Judgment 1 

Case Law Discussion 1 

Housing and Consumer 1 

Insurance and Consumer 1 

9. Which parts of the course did you find least helpful 

None 11 


Art of Judgment Writing 1 

10. Your overall impression of the course 

Excellent Very Good Good Fair 

18 11 3 - 

11. Did the course give you any specific ideas about how you can 

improve your work 

Yes No NC 

30 2 - 

17

The training imparted was useful. 

It will help in writing good judgments. 

Learnt as how to expedite disposal of cases. 

Imparted knowledge on the latest amendments and rulings. 

The programme gave us confidence to deal with cases in the consumer 

courts. 

Good knowledge about the legal and procedural aspects relating to the 

working of the Forum. 

12. Any other comments/ observations you wish to make about the 

course. 

The duration of the course should be increased. It may be made 10-15 

days. 

The programme should be conducted twice a year. 

The training programme was useful. 

From time to time such programme updating the knowledge should be 

organized by the Central government. 

We would like to place on record that the practice followed in the Indian 

Institute of Public Administration is to give due consideration to the 

views/suggestions of the participants in regard to the course contents and design 

of the programme at the time of restructuring the training programme. The 

views/comments of the participants, therefore, will certainly be considered next 

time, while designing the programme. 

This report would be incomplete, if we do not record our appreciation for 

the help rendered by the officers and staff of the Administration and Training 

Sections of the Institute. Dr. Naresh Kumar (Registrar) and Dr. C. Giri (Deputy 

Registrar, Administation), deserve special mention for their support. 

We would also like to take this opportunity to acknowledge our gratitude to 

Dr. Rakesh Hooja, Director, IIPA for his guidance, encouragement and pro-active 

interest. We are also thankful to our colleagues in the Centre for their unstinted 

support and co-operation but for which the programme could not have been 

organised in a befitting manner. The credit for success of the programme goes to 

18

the entire team. We are also grateful to the Hon‘ble President and Members of 

the National Consumer Disputes Redressal Commission for providing opportunity 

to the participants to visit the Commission and observe the proceedings of the 

Commission. In this regard efforts and support provided by Shri. H. D. Nautiyal, 

Registrar, NCDRC, deserves a special mention and appreciation. The Secretary, 

Additional Secretary and Joint-Secretary, Department of Consumer Affairs, 

Ministry of Consumer Affairs, Food and Public Distribution, Government of India, 

deserve special thanks for sponsoring the programme and reposing confidence 

and trust in the Indian Institute of Public Administration, New Delhi. 

(Sapna Chadah) 

(Suresh Misra) 

Course Coordinators 

19

Two- Day Workshop 

on 

Consumer Protection and Consumer Welfare 

at 

Indian Law Institute, New Delhi 

(July 14-15, 2011) 

The Centre for Consumer Studies, IIPA in collaboration with the Indian 

Law Institute, New Delhi organized a Two Day Workshop on ―Consumer 

Protection and Consumer Welfare‖ on July 14-15, 2011. The workshop was 

sponsored by the Department of Consumer Affairs, GoI. The Workshop was 

attended by around 95 participants comprising of faculty members and students 

of various Law Colleges and Universities, social activists, practicing lawyers, and 

members of NGOs and civil society organizations. 

Participants of workshop on Consumer Protection and Consumer Welfare at ILI 

The programme began with 

the Welcome Address by Prof. 

D.S. Sengar, Director, ILI. He 

welcomed the dignitaries on the 

dais and other participants to the 

workshop. He said in light of the 

exploitation of the consumers by 

the traders and manufacturers a 

need was felt to have some 

Prof. D.S. Sengar, Director, ILI delivering the 

Welcome Address 

20

mechanism to protect the consumers. To address this pressing challenge the 

most prominent legislation, the Consumer Protection Act was enacted in 1986. It 

is one of the most important pieces of social welfare legislation besides 

Environment Protection Act and Juvenile Justice Act. CPA provides for better 

protection of consumers and guarantees six rights to the consumers. There is, 

however, lack of awareness among the masses. Thus there is a need that 

everybody is made aware of this law and empowered to fight for his rights. There 

is a need to create network of people for dissemination of information. Mahatma 

Gandhi once said that the consumer is the most prominent visitor to our 

premises. In such a scenario this workshop has been organised not only to 

generate awareness but also to create a pool of people who can take the 

message forward. 

Prof. Suresh Misra, Chair 

Professor and Coordinator, Centre 

for Consumer Studies, IIPA, New 

Delhi began his Introductory 

Remarks by welcoming all the guests 

and participants on behalf of the 

Centre for Consumer Studies. He 

said that even after 25 years of 

enactment of the Consumer 

Protection Act, implementation of 

Prof. Suresh Misra, Chair Professor and Coordinator, 

CCS, delivering the Introductory Remarks 

the Act is still very bad. There are a number of reasons for it but the first and 

foremost is the lack of awareness among the people regarding their consumer 

rights. To promote and propagate awareness among the consumers, the 

Department of Consumer Affairs, GoI set up the Centre for Consumer Studies at 

IIPA in 2007. It is a Centre of its own kind in the country which takes up a variety 

of activities in the area. Here we train Presidents and Members of District 

Forums, organise seminars and workshops and brining out publications and also 

provide policy input to the Department. According to the latest survey conducted 

by C&AG only 20-25 percent of the consumers know about the CPA. If a person 

is unaware of his rights you cannot expect him to take measures to protect 

himself. In last 20 years 35-36 lakh people have filed their complaints in the three 

21

tier quasi-judicial machinery under the Act. Daily the consumers are being 

cheated and exploited by the traders and service providers on a number of 

accounts. 

In rural sector people don‘t even know about their Act, rights and the 

schemes floated for their welfare. The only way out is to generate awareness. It 

is only if the consumers become united and exert pressure the decision favouring 

the consumers will come and changes can be brought out. The electricity sector 

is one such example where pressure from RWAs has prohibited the rise in 

electricity tariff. The young generation needs to be targeted. Their philosophy of 

‗dil mange more‘ is having many adverse effects about which they must be made 

aware. Today is an era of consumerism and increased consumption. You visit the 

super-mall without any intention or idea to buy anything but come out with so 

many things which you never intended to purchase. At present all of us are silent 

suffers. There is a need for action on part of all the stakeholders viz the 

consumers, government, business and civil society organisations. No body wants 

to fight for the cause but wants a change to be brought by the actions of others or 

government. All those who had fought for the cause had brought a change in the 

society for the benefit of all of us. 

Hon‘ble Mr. Justice D.P. Wadhwa, Chairperson, Central Vigilance 

Committee on PDS, Former Judge, Supreme Court of India and Former 

President, National Commission inaugurated the workshop. He said that his 

tenure as President of NCDRC was much more satisfying than any other job as 

SC or HC judge as there he was able to solve the problems of the common man 

and give benefit to the consumers. There he was working for the social cause. 

Now as part of the Central Vigilance Committee PDS Committee which looks into 

the corruption in PDS system also we are trying to reform the system so that the 

benefit of the scheme reaches the ultimate beneficiary. 

The Consumer Protection Act, 1986 is a benevolent piece of legislation 

enacted basically to provide an easy remedy to the consumers. The idea was 

that the consumers could approach the quasi-judicial machinery and get a 

speedy and inexpensive justice unlike our civil courts which take years to decide 

the matter and follow a very technical and lengthy procedure. However in these 

22

25 years this objective is slowly getting lost and now the consumer courts have 

become just like the civil courts. The basic reason for it is the presence of the 

advocates who unnecessarily try to bring in the technicalities of CPC and 

Evidence Act which is not the intention of the CPA. They follow long procedures 

and bring in many technicalities which unnecessarily delay the matter and 

sometimes this is done without the knowledge of the parties. The consumer 

courts are supposed to decide the matter as quickly as possible and now the time 

limit for the same has also been fixed under the Act. Also the consumer courts 

are required to give short judgements which are easily understandable by the 

layman. Even if the advocates do not appear, the Forums and Commissions 

should proceed to decide the matter. The adjournments in the consumer cases 

should as far as possible be avoided as it delays the decision in the case. 

To be consumer friendly the District Forums should treat even a letter from 

the consumer as a complaint. The consumer courts should be made more 

consumer friendly so that the consumer should feel confident to bring small 

matters before them. As these courts are not supposed to follow the CPC or 

Evidence Act, they should put themselves in the shoes of the consumers to 

decide and give relief accordingly. The only requirement under the Act is that the 

Forums should follow the Principles of Natural Justice and decide the matter 

summarily. The class actions should always be encouraged as if class actions 

are brought then it will help and give relief to a number of consumers who are 

affected in the small matters. To further simplify the procedure it is required that 

in matters upto ` one lakh the entry of the advocate should be banned. Further 

the procedure of appointment of the members needs to be looked into. Only 

those people who have passion for consumers should be appointed in the Forum. 

Unfair and unscrupulous practices every where are defeating the cause of 

the consumers and citizen in general everywhere. Black-marketing and 

corruption in PDS system are the causes for the failure of the PDS scheme. Now 

the SC has also ordered to send grains to 150 districts. However, the whole 

scheme is getting defeated because of corruption. The fair price shop makes 

money by selling the grains meant for poor to others and black-marketing is 

rampant. 

23

It is time to bring change in the society and to do something good for 

country. For bringing change in the system, there is need to involve consumers. 

There is need to evolve a new consumer jurisprudence. To make consumers 

aware about the remedies available to them for resolving their disputes it is must 

that the education about the things should be taken to the grass root level. There 

is need to provide help to poor and other vulnerable sections of the society 

through legal aid and take justice to their door step. In educating the general 

masses such workshops can prove to be very effective and the faculty members 

and students can spread the information among the people especially the rural 

masses. 

The workshop was divided into six technical sessions. The first technical 

session was on ‗Consumer Protection: Legal Framework‘ in which Prof. S. S. 

Singh, Director NLIU and Prof Suresh Misra, Chair Professor and Coordinator, 

CCS illustrated the need and importance of Consumer Protection in the emerging 

world economy. They focused on various problems being faced by the 

consumers and illustrated the lack of concern among the business towards 

consumer welfare. A comprehensive picture of the international dimension of 

Consumer Protection and traced the growth of consumer movement. It was 

emphasized that it is in the interest of the business to provide quality products 

and services to the consumers. The legal history of consumer protection in India 

and the rationale for enactment of the Consumer Protection Act in 1986 was also 

traced. Prof Singh also gave a bird‘s eye view of the CP Act and its various 

provisions. 

The second technical session was on ‗Working of Quasi-judicial Forums‘. 

In the session Justice V.B. Gupta, Member, National Commission provided an 

overview of the working of the three tier redressal mechanism under the Act. He 

provided overview of these agencies which included its the structure, jurisdiction, 

limitation procedure of filing complaints etc. He also elaborated the infrastructure 

and other problems being faced by these bodies. He also elaborated the 

procedural and other aspects of the working of these agencies. Illustrating his 

point with a number of examples and judgments of the National Commission and 

the Supreme Court Justice Gupta focused on the outcome in terms of relief to the 

consumers and the development of consumer case law. 

24

The third technical session was on ‗ADR and Mediation as a tool to Protect 

the Consumers‘. In the session Mr. P.H. Parekh, Senior Advocate, Supreme 

Court of India provided an account as to how the Alternative Dispute Resolution 

techniques can be used to provide relief to the consumers. Now it has become 

important to adopt the process of mediation and lok adalats in the consumer 

courts in light of the increasing pendency and the time taken in resolution of the 

disputes. He explained the concept of ADR with special reference to mediation, 

reconciliation, negotiation and Lok Adalats. He said these forms of ADRs are 

popular due to several reasons like high cost of litigation, time, delay etc. He 

called upon the participants to create awareness among the general public about 

the ADRs so that the poor people can get the benefit. 

The fourth technical session was on ―Consumer and Service Sectors‖ 

wherein Dr. Sapna Chadah, Assistant Professor, CCS, IIPA provided an overview 

of the service sector and the kind of deficiencies found in thes sectors. In her 

presentation, she highlighted the decisions of the National Commission and the 

Supreme Court relating to different service sectors. She gave examples in the 

field of education, courier, medical 

negligence, housing, insurance, travel 

etc. In the fifth technical session on 

‗Misleading Advertisements and 

Consumer‘ Mrs. Pushpa Girimaji, a 

Journalist and Consumer Rights 

Columnist explained how the 

consumers are being misled by 

various ads which infringes their right 

to safety, right to information and right 

to choose. Various laws have 

Ms. Pushpa Girimaji speaking on Misleading 

Ads and Consumer 

provisions to deal with these misleading ads which are a form of unfair trade 

practices. However, lack of proper enforcement of these laws is leading to 

exploitation of consumers. Even the ASCI which is a self regulatory body is not 

proving to be very effective. She emphasized on the need to have a effective 

regulator to deal with the menace of misleading ads. The sixth session was on 

―Consumer Education and Awareness‖ wherein Prof. D.S. Sengar, Director, ILI 

25

and Dr. Mamta Pathania, Assistant Professor, CCS, IIPA discussed in detail the 

ways and means to educate the consumer and enhance awareness. Dr. Mamta 

Pathania also gave an account of the various programmes and polices of the 

Department of Consumer Affairs to educate the consumers. The workshop was 

very interactive. Each session was followed by questions from the participants 

and discussion. 

Valedictory session on the last day began with Welcome Address by Prof. 

D.S. Senger, Director, ILI. He in his address welcomed the chief guest and other 

dignitaries and provided overview of workshop. He said that the workshop was 

meant for generating awareness and education in the field of consumer 

protection which is next to the environment protection. In the two days various 

means and ways of consumer protection viz. the rights of the consumers, policy 

framework, redressal system, service sector, mediation are some topics which 

have been discussed. He also hoped that the participants will definitely spread 

the message of consumer protection among the different strata of society. 

Dignities on the Dias in the Valedictory Session 

Prof. Suresh Misra, Chair Professor and Coordinator in his observations 

on the workshop said that it is a privilege to be associated with ILI to organise this 

two day workshop. The programme has been very educative and interactive in 

which large number of question were asked and two way interactions have taken 

place which is must for the workshop to be effective, interesting and relevant. In 

this ILI has done a wonderful job in selecting right speakers for the workshop. 

The level of participation by the participants was also excellent. Look forward for 

more such partnership with ILI. 

26

In their feedback the participants said that the workshop has been of great 

advantage. Through workshop all of us will take the message to the youth of the 

country. One of the participants remarked that the workshop was wonderful and 

educative. However, discussions in the workshop have created a divide between 

urban and rural consumers. It is said that consumers are not speaking and are 

silent sufferers. Rural consumer is illiterate and poor, he does not have a choice. 

There is need to give a thought to the rural consumer, and there is need to 

educate them as how they have to proceed about. The business ethics are being 

talked about. The corporate world must create some self regulation and charity 

should begin at home. Besides this the government machinery needs to e more 

strong and vigilant. One of the participants said that for the first time we have 

realised that we all are consumers of one or the other product. There is lack of 

awareness among people. I would try to sustain the rights as consumers and also 

raise awareness among others. It was also said by some that main concern as 

am part of an legal education system is that is need to fill the gap between the 

legal and lay man for which propagation of legal knowledge in common man‘s 

language. For that students need to be prepared and they can be handy tools 

through legal aid clinics. These way students can be useful for the society. 

On the occasion the 

Valedictory Address was delivered 

by Hon‘ble Mr. Justice Swatanter 

Kumar, Judge, and Supreme Court 

of India. He said that as a consumer 

you first need to do what is right. It 

dos not require legal critical 

knowledge. It relates to common 

activities of the life. Never see the 

law as an abstract. Even law has 

Hon’ble Mr. Justice Swatanter Kumar, Judge, Supreme 

Court of India delivering the Valedictory Address 

two basic fundamentals – law itself and application of law. If the law is seen in 

abstract it will always create confusion so it must always be seen with its 

application It is not the placement of consumer as urban or rural that changes his 

position it is its application. The objective of creating the forum at the District level 

has been that it reaches common man whether in rural or urban area otherwise it 

27

could have started at the state level. Then there are publications which are being 

brought out by Central and state governments in local languages like in Hindi and 

Punjabi to educate the lay consumers about their rights and remedies available. 

There are so many laws which govern our day to day life. The application of law 

must be seen along with other related law. There are multidisciplinary authorities 

with similar objects and they need to be interpreted to have a cumulative effect. 

The Consumer Protection Act, 1986 is socio-economic legislation to 

correct the market evils affecting our lives and the society. It is intended to 

implement social objective as opposed to business interests. It has two basic 

purposes first to endow with consumers with certain rights and secondly to 

provide machinery for the infringement of the same. The whole Act revolves 

around consumer dispute, defect, deception and deficiency which are very simple 

to understand. When a judgement is pronounced it changes the whole 

interpretation of the law. One particular provision interpreted gives it new 

dimensions modify or amends the law as it exists. 

The basic education is being given emphasised by the government so that 

all are able to read and understand various things which concern our day to day 

life and are thus not cheated. We must understand law with clarity. The hierarchy 

of the forums is provided so that rights of the parties are settled for future and the 

dispute is decided once for all and nothing remains to be decided in future. The 

philosophy and history in India has taken consumer as messenger of God and 

you must respect him. Two very advanced institution has come together to 

organise this workshop on such a relevant subject which effects all of us. Even 

Mahatma Gandhi in his message to the business has once said that consumer 

/customer is most important visitor on our premises and we must respect him. 

(Mamta Pathania) (Sapna Chadah) (Suresh Misra) 

Workshop Coordinators 

28

National Seminar 

on 

Globalization, Industrialization and Consumerism 

- Issues and Prospects 

(July 22 - 23, 2011) 

SEMINAR REPORT 

The world economy has become increasingly globalized, having in turn, 

has had a significant impact on economies all over the world, especially on 

management perspectives in the developing economies like India .The rapid 

changes in information and communication technologies especially in last two 

decades have made the world a seamless place. The impact of this change has 

transformed the society into an integrated and networked society, where each 

one‘s actions impacts that of others – whether it is in terms of flow of capital, 

ideas, business practices, job opportunities or forging strategic alliances. 

Simultaneously, increasing penetration of mass media and development of e- 

learning resources has slowly brought into the mainstream those consumers who 

were totally excluded from the fruits of economic development. This can be seen 

in terms of burgeoning opportunities in the rural markets of India, emerging 

economies and rapid opportunities in the other developing economies of the 

world. 

Marketing as a business function is undergoing major transformation due 

to the challenges posed by an informed customer, hyper competition, low 

differentiated products and services, increasing buying power of the middle class, 

a value-for-money seeking customer, growing influence of children in decision 

making, emergence of new economic powerhouses, changing lifestyle and 

attitude of consumers, growth of service industry, changing demographic profiles 

of the emerging economies and developed nations and many more- the list is 

endless . 

The Seminar on Globalization, Industrialization and Consumerism: Issues 

and Prospects was organized by the Centre for Consumer Studies, Indian 

Institute of Public Administration, New Delhi in collaboration with the School of 

Commerce, Bharathiar University, Coimbatore with and sponsored by the 

Department of Consumer Affairs, Government of India. The National Seminar 

29

provided a platform where new concepts and trends in marketing were 

discussed. The broad objectives of the seminar are as follows 

Seminar Objectives 

1. To provide a platform where academicians, and researchers share and 

discuss the contemporary issues and challenges in the changing consumer 

context. 

2. To share scholarly research on emerging opportunities and threats in the 

changing market context. 

3. To analyze and understand the underlying behavioral changes among 

consumers leading to the emergence of more demanding and savvy 

customers. 

Inaugural Session 

The Inaugural session began 

with a welcome Address by Prof. G. 

Ganesan, Professor and Head, 

School of Commerce, Bharathiar 

University. He gave a brief outline 

about the objectives of the seminar 

and urged the participants to take 

active part in the deliberations. He 

also thanked the Centre for 

Consumer Studies, IIPA for their 

support in organizing the Seminar 

Prof. Dr. G. Ganesan welcoming the dignitaries 

In her introductory remarks 

Dr. M. Sumathy, Reader, School of 

Commerce, Bharathiar University and 

the Seminar coordinator said that 

consumerism is a process through 

which the consumers seek redress, 

restitution and remedy for their 

dissatisfaction and frustration with the 

help of their organised and 

Dr. M. Sumathy, Seminar Coordinator 

introducing the theme 

30

unorganised efforts and activities. It is in fact a social movement seeking to 

protect the rights of the consumers in relation to the producers and providers of 

services. 

In its wider perspective it is an item on the agenda of administrative 

reforms for greater accountability, responsiveness and transparency through the 

technique of decentralisation, debureaucratisation and devolved planning 

process. It‘s a part of the ongoing debate for good governance which recognises 

the Right to Information as a prerequisite. In many of the developed countries 

consumerism has over the time developed into a sound force designed to aid and 

protect the consumer by exerting legal, moral and economic pressure on 

producers and providers of services. 

In his Presidential Address 

Shri Ramjibhai B. Mavani, Ex-M.P. 

Lok Sabha and Founder President, 


Mandal, Rajkot, Gujarat, said that 

Globalization poses four major 

challenges that will have to be 

addressed by governments, civil 

society, and other policy actors. 

Shri Ramjibhai Mavani, Former Member of 

Parliament delivering the Presidential address 

To ensure that the benefits of globalization extend to all countries it is 

important to have some safeguards as well. But this will not happen 

automatically as there is a fear in the developed countries that globalization will 

lead to instability. The challenge is to address the very real fear in the industrial 

world that increased global competition loading to inexorably race to the bottom 

in wages, labor rights, employment practices, and the environment and 

globalization. However all these excuses must not be used to avoid looking for 

new ways for cooperation in the overall interest of countries and people He also 

called upon the experts and policy makers to understand the problems being 

faced by the consumers and draw out strategies to protect the consumers. 

31

On the occasion a book titled ― Globalization and Consumerism -Issues 

and Challenges‖ authored by Shri Ganesan and Sumathy Mohan was released 

by Col. Dr. C. Swaminathan, Vice Chancellor, Bharathiar University. Delivering 

the inaugural address he said that Liberalisation, Privatisation and Globalisation 

concepts have occupied a predominant place in the minds of the people today. 

Modernisation and technology are the words of mantra of even a common man. 

We find that technology has played a great role in the systematic development of 

the nation building activities. BASEL II talks of capital adequacy requirements 

and RBI has taken measures to keep the Indian banks globally active. Monetary 

policies, regulatory measures, NPA norms all speak volumes of development of 

the banking system as a whole towards globalisation. World economy has to be 

carefully studied and watched. We may have to fine tune our systems and 

procedures in this direction. 

He added that every industry talks on globalisation. For instance, take 

plantation industry. In the recent press reports it is mentioned that Ms. Sheela 

Thomas, Chair Person of Indian Rubber Board has been elected as the new 

Chair Person of International Rubber Study Group. Members opined that India 

being both producer and consumer of rubber would be in a good position to 

protect the interests of both producers and consumers in IRSG. This is one 

example on globalistaion and consumer issue in rubber industry. 

32

There are a number of other issues that needs immediate attention to 

protect the interests of the consumers and such seminars play a important role in 

looking for solutions to such problems. I wish the Seminar a success and hope 

the deliberations will be useful. 

The Keynote address was 

delivered by Prof. Suresh Misra, 

Chair Professor & Coordinator, 

Centre for Consumer Studies. Prof. 

Misra, said that globalization has 

changed the way we think and live. 

The world is moving towards a 

mono culture as a result of 

globalization. The markets have 

expended beyond nations. But the 

consumer protection laws have 

limited jurisdiction and cannot cope up with new problems due to globalization 

and use of technology. He also stressed that Law can only protect the consumers 

through rules, which are essentially national and which can only be enforced 

within a national framework. 

Prof. Suresh Misra, Chair Professor delivering 

the Keynote Address 

Prof .Dr. P.K. Manoharan, Dean, College Development Council, Bharathiar 

University and Shri. P. S. Srikrishnan, Manager, Staff training College, Karur 

Vysya bank Ltd, Karur were felicitated during the seminar and vote of thanks was 

given by Dr. M. Dhanabhakyam, Asst. Professor, School of Commerce. 

The seminar was divided into various Thematic Sessions, each dealing 

with a specific theme. Each session was chaired by a well known expert. The 

First thematic session was on Consumer Protection - Laws and Policies, 

which was Chaired Prof. Dr. D. Elangovan, Annamalai University who presented 

a glimpse of Consumer awareness and gave a brief account of the seminar 

design. 

33

Dr. Anil. G. Variath Professor and Director, Dr. B.R Ambedkar Legal 

Research Centre, Sidharth College of Law, Mumbai touched upon the underlying 

theme of the seminar. Eight papers were presented by the delegates in this 

session. 

The Second Thematic Session was on Service Sector and Consumer, 

which was chaired by Prof. Dr. K. Chandran of Agricultural Economics, 

Agricultural University and Co-Chaired by Dr.C.Naseema, Professor of 

Education, University of Calicut and the Rapporteur was Dr.P.Chellasamy, Asst. 

Professor, School of Commerce. Ten presenters presented their papers that 

focused on Consumer awareness and the service sectors. 

34

The Third Plenary Session was on Environment and Rural 

Consumers, which was chaired by Prof. Dr.A.Illagovan, Head, Periyar University 

and Co-Chaired by Dr.K.Mythili, Chief Librarian, Bangalore and the Rapporteur 

was Dr.Padmasani, Asst. Professor, Bharathiar University. Nine papers on 

Environment and green consumerism were discussed by presenters. 

The Fourth Thematic Session was on Market and the Consumer which 

was chaired by Prof .Dr.Malabika Deo, Head, Pondicherry University and Co- 

Chaired by Dr.E.K.Satheesh, Reader, University of Calicut. Twelve Papers 

highlighting the various practices adopted by the marketers to exploit the 

consumers were discussed. 

All the presenters were unanimous in their opinion about enhancing the 

awareness among consumers about their rights and the need for enforcing the 

laws for the benefit of the consumers. 

35

The Fifth Thematic Session was on Consumer awareness and Role of 

Media, which was chaired by Prof. Dr. Selvarajan, Professor of Economics, 

Annamalai University and Co-Chaired by Shri.J.V.George, President, Tamil Nadu 

Consumer Welfare Centre, Coimbatore. In this session fifteen papers related to 

influence of media on consumer awareness were discussed. The impact of 

misleading advertisements on the consumers were also discussed and it was felt 

that there is a need to have a regulator to control misleading advertisements. 

The Sixth Thematic Session was on Corporate Social Responsibility 

and the Consumer which was chaired by Dr.Manickavasagam, Professor, 

Corporate Secretary ship and Controller of Examinations, Alagappa University 

,Karaikudi and Co-chaired by Dr.N.Sundaram, Associate Professor, VIT 

University. The Rapporteur was Dr.V.Richard Paul, Asst. Professor, Bharathiar 

University who felicitated and thanked the panel and the paper presenters. Four 

papers related to corporate social responsibility were discussed in this session. 

The welcome address of the Valedictory Session was given by the 

Seminar Co-ordinator Dr. M. Sumathy, Reader, School of Commerce. Dr. G. 

Ganesan, the Seminar Director, Professor & Head, School of Commerce gave 

the Presidential address. The Seminar Co-ordinator Dr. M. Sumathy, Reader, 

School of Commerce. Gave an account of the proceedings of the seminar and 

presented a brief seminar report. The feed back of the participants was also 

taken. 

Dr. P.Thirumalvalavan, Registrar, Bharathiar University gave the 

Valedictory Address and also distribution the Certificates to the delegates and 

praised the School of Commerce, faculties and students for their painstaking 

36

efforts to conduct and organize the seminar. The concluding remarks was given 

by the Programme Co- ordinator Prof. Suresh Misra, Chair Professor & Chairman 

Centre for Consumer Studies and vote of thanks by Dr. P. Chellasamy, Asst. 

Professor, School of Commerce. The National Seminar ended with a National 

Anthem. 


Seminar Coordinator 

37

3 rd Training Programme for the Coordinators and Advisors of State Consumer 

Helplines on Consumer Protection and Consumer Welfare 

(August 1-5, 2011) 

The Department of Consumer Affairs, GOI is in the process of setting up 

Consumer Helplines in all the states. IIPA as the Nodal Agency to monitor and 

build the capacity of the personnel has the mandate to train all the coordinators 

and advisors of the helplines. As part of this a Training Programme for the 

Coordinators and Advisors of State Consumer Helplines on Consumer Protection 

and Consumer Welfare was organized by the Centre for Consumer Studies, 

Indian Institute of Public Administration, New Delhi from August 1-5, 2011. The 

Department of Consumer Affairs, Government of India, sponsored the 

programme. 20 participants from different States attended the programme. 

Participants with Dr. Rakesh Hooja, Director, IIPA 

The objectives of the training programme were to: 

 

 

 

acquaint the participants with the need and importance of Consumer 

Helplines and the role of the Coordinators and advisors of the SCH‘s. 

enhance their knowledge and skill in the area of Consumer Protection and 

Consumer Welfare. 

build their capacity to manage SCH‘s and redress consumer grievances. 

38

enhance their knowledge and skill to provide consumers with information 

related to products and services 

develop Communication Skills. 

Prof. Suresh Misra Addressing the Participants 

The 

Programme 

commenced with a briefing by the 

Programme Coordinators-Prof 

Suresh Misra and Dr. Mamta 

Pathania. During the briefing 

session the participants were 

informed about the objectives of the 

programme, the topics to be 

covered, the methodology to be 

followed and the need for such a 

programme. Further they were 

briefed about as to what was expected from them during and after the training. 

While introducing themselves the participants provided information about their job 

profile, the kind of activities they organize and how they would be benefited from 

the programme. The session focused on sharing experiences as a consumer and 

also as advisors to the consumers. They also gave an account of the status of 

the helplines in their respective states. 

While addressing the participants, Prof. Suresh Misra Chair Professor and 

Coordinator, CCS said that the states would serve as co-partners in this venture 

for the welfare of consumers all over India. He stressed that to make people 

aware of the consumer rights and also to help them redress grievances, the idea 

of setting up State Consumer Helplines and Consumer Advice Centers therein is 

a good initiative. He highlighted that the primary objective of these SCH‘s and 

CAC‘s is consumer welfare, pre-purchase advice, develop confidence among 

them, making them self reliant by providing information and advice to redress 

their grievances. 

39

The Programme was divided into a number of thematic sessions; An 

Overview of Consumer Protection and Consumer Welfare by Prof. Suresh Misra 

provided an overview of the law and policy framework for Consumer Protection 

and Consumer Welfare in India. Understanding the Consumer Protection: Law & 

Policy was covered by Dr. Sapna Chadah, which gave a comprehensive picture 

of the law and the Consumer Protection Act. A session on Insight to Consumer 

Education and Consumer Awareness highlighting the various schemes and 

programmes of the Department of Consumer Affairs aimed at generating 

awareness was covered by Dr. Mamta Pathania. 

Other themes covered 

were Overview of General 

Consumer Problems and Role 

of Advisors by Dr. Poonam 

Pande from GIZ Online 

Transactions and the Consumer 

by Dr. Charru Malhotra, 

Experience Sharing from the 

VCO on Consumer Issues by 

Dr. Roopa Vajpeyi, Personal 

Participants of the Programme 

Skills 

Development: 

Communication and Advice(Customer Relationships) and Telecom Service 

:Problems and Redressal by Mr. S. K. Virmani, Introduction to Pre Purchase and 

Post Purchase Advice by Dr. Sheetal Kapoor, Role of Coordinators in Efficient 

Functioning of the State Consumer Helplines by Dr. Jayashree Pillai, 

Understanding of Standards: An Overview by Shri V. K. Singh, Service Sector 

and Consumer Protection Act by Dr. Premlata and Misleading Advertisements 

was taken by Dr. Amit Singh, IIPA. The IT portal Training sessions were covered 

by Mr. Prabhu Prasad Mishra. The main thrust of the programme was to 

acquaint the participants with the kind of problems that are faced by the 

consumers in various service sectors and the mechanism of redressal of their 

grievances by the consumer courts. 

40

To make the programme more participatory the participants were divided 

into groups. Each group was to prepare a group report on the functioning of 

SCH‘s and CAC‘s in their respective states, problems faced and 

recommendations for future course of action. The reports were presented by the 

groups. On the concluding day Prof Rakesh Gupta, IIPA distributed the 

certificates to the participants followed by a formal vote of thanks by the course 

coordinators. 

Views /opinions of the participants on different aspects of the Training 



Very Well 

structured 



Very 

un-structured 

17 3 - - 



18 2 - - 

3. How useful is the training likely to be in future jobs that you may 

handle 


17 3 - - 



Extremely Considerably Fairly Not at all 

7 7 6 - 

41



Extremely 

relevant 

Considerably 

relevant 


15 5 - - 

Not at all relevant 


Satisfied 

fully 

Satisfied 

to a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 

a. Reception 17 2 1 - - 

b. Residential 

accommodation 

c. Food quality and 

service 

d. Class room 

Facilities 

e. Interaction with 

the Faculty 

17 2 1 - - 

15 5 - - - 

19 1 - - - 

16 4 - - - 

f. Recreation Facilities 16 3 - - 1 

NC/ 

NA 

42

Sl. 

No. 

7. Assessment of Training Faculty/Sessions (20 Participants responded) 


1. An Overview - of Consumer 

Protection & Consumer Welfare 

Excellent Very 

Good 

Good Fair NC 

Suresh Misra 13 4 2 - 1 

2. Overview of General Consumer 

Problems and Role of Advisors 

3. Understanding the Consumer 

Protection: Law & Policy 

4. Insight to Consumer Education & 

Consumer Awareness 

5. Online Transactions and the 

Consumer 

6. Experience Sharing from the VCO 

on Consumer Issues 

7. Personal Skills Development : 

Communication & Advice 

(Customer Relationships) 

8. Telecom Services: Problems & 

Redressal 

9. Introduction to Pre Purchase & 

Post Purchase Advice 

10. Role of Coordinator in Efficient 

Functioning of State Consumer 

Helplines 

Poonam Pande 8 11 - - 1 

Sapna Chadah 10 6 3 - 1 

Mamta Pathania 15 4 - - 1 

Charru Malhotra 9 8 2 - 1 

Roopa Vajpeyi 7 7 2 2 2 

S. K. Virmani 6 10 3 - 1 

S. K. Virmani 5 12 2 - 1 

Sheetal Kapoor 7 8 4 - 1 

Jayashree Pillai 11 8 - - 1 

11. Standardization and the Consumer V. K. Singh 9 7 3 - 1 

12. Service Sector & the Consumer Premlata 10 5 4 - 1 

13. IT Portal Training Prabhu Prasad 

Mishra 

14. Practice Session (How to Register 

Complaints by using IT Postal) 

Prabhu Prasad 

Mishra 

6 7 5 - 2 

8 8 3 - 1 

15. Misleading Advertisements Amit Singh 6 11 2 - 1 

16. Evaluation/OpenHouse Discussion Suresh Misra 

Rakesh Gupta 

Mamta Pathania 

13 14 - - 3 

43


IT Portal Training 8 

All 4 

Understanding the Consumer Protection: Law & Policy 4 

Online Transactions and the Consumer 3 

Misleading Advertisements 2 

Overview of general Consumer problems & Role of Advisors 2 

Insight to Consumer Education & Consumer Awareness 2 

Experience Sharing from VCO on Consumer Issues 2 

Understanding of Standards: An Overview 1 

An Overview of Consumer Protection &Consumer Welfare 1 

Role of coordinators in the Efficient Functioning of the State 

Consumer Helpline 

Telecom Services: Problems and Redressal 1 

Service Sector and Consumer Protection Act 1 

1 


None 19 

Personal Skill Development Communication and Advice 1 



15 5 - - 

11. Did the course give you any specific ideas about how you can improve 

your work 

Yes No NC 

17 - 3 

44

12. Any other comments/ observations you wish to make about the course. 

 

 

 

 

Will be able to manage the State Consumer Helplines more efficiently 

Enhanced our knowledge in consumer protection and also in resolving day 

to day problems. 

Will help in understanding the relationship between complainant and the 

service provider. 

Helpful in organizing consumer awareness activities at the grass root level. 

13. Any other comments/ observations you wish to make about the course: 

 

 

Well structured Programme which gave in depth analysis of various topics 

related to consumer protection and consumer welfare. 

Such type of programmes should be organized regularly. 

We would like to place on record the practice followed in the Indian 

Institute of Public Administration to give due consideration to the 





The report would be incomplete, if we do not record our appreciation to the 

officers and staff of the Administration and Training sections of the Institute for 

their help. However, Dr. Naresh Kumar (Registrar), Dr. C. Giri (Deputy Registrar, 

Administration), Shri Vijay Sharma (Training Assistant) and other training staff 

deserve special mention for their support. 

45

We would also like to take this opportunity to acknowledge our thanks to 

Dr. Rakesh Hooja, Director, IIPA for his guidance and support. The Secretary, 

Additional Secretary and Joint Secretary, Department of Consumer Affairs, 


deserve special thanks for sponsoring the Centre for Consumer Studies and 

reposing confidence and trust in the Indian Institute of Public Administration, New 

Delhi. 

(Mamta Pathania) 



46

National Seminar on Rural Consumers 

(August 16-17, 2011) 

A National Seminar on Rural Consumers was organised by the Centre for 

Consumer Studies in collaboration with Council for Tribal and Rural 

Development, Bhubaneswar, Orissa on 16-17 August, 2011 at Bhubaneswar, 

Orissa. The Department of Consumer Affairs, GoI sponsored the seminar. More 

than 60 delegates from different organisations attended the seminar. 

Dignitaries on the Dias 

The National Seminar was an attempt to evaluate the measures taken to 

strengthen the consumer movement in the country. It provided a larger platform 

to exchange ideas on various issues concerning consumers especially in rural 

areas and the achievements of the Consumer Protection Act. It was an effort to 

bring together national experts in consumer law, consumer rights, consumer 

behavior, academicians and representatives of NGOs on a common platform to 

discuss various issues relating to rights of rural consumers in India; to promote 

understanding of inter-relationship between consumer laws and protection of 

consumers through institutional arrangements; to catalyze potential synergetic 

applications to rights of rural consumers; to focus on current state of rural 

consumers in terms of buying behavior and grievance redressal at the back drop 

of legal and legislative measures; to prioritize on research, policies and practices 

those are relevant for facilitating policy makers and programme executives for 

47

planning a mechanism in managing appropriate consumer grievance redressal 

mechanism in rural area; to explore different dimensions of consumer behaviour 

in rural area as co-related with gender issues. 

The seminar was divided into various technical sessions. The first session 

was on Sustainable Consumption and Rural Consumers. The second session 

was on Issues of Consumer Protection in Rural Areas, the third technical session 

was on Issues of Rural Marketing, the fourth focused on Ethical Issues of rural 

Consumers and the last session was on Role of NGO‘s in Rural Consumer 

Movement. 

Themes covered in the seminar were Consumer Organisations and 

Consumer Protection in Rural Area; Consumer Organisations in Rural Area -Role 

and Importance; Buying Behaviour and Grievance Redressal in Rural Area; 

Consumer Protection Through Mass Awareness: Challenges and Opportunities in 

the Rural Area; Governmental Role for Consumer Awareness and Welfare in 

Rural Area; Protective Aspects of Consumer Protection in Rural Area; A New Era 

in Rural Consumerism; Consumer Behaviour, Communication and Rural Market; 

Banking Services in India and Consumer Protection in Rural Area; Consumer 

Problems in Rural Area; Managing Consumer Expectations through Encouraging 

Customer Complaints in Rural Area; Healthcare in Rural India and Consumer 

Protection Act; Consumers attitude and behaviour towards fast foods in Rural 

Area; Understanding consumers' preferences and decision to enroll in Insurance 

packages in Rural India; Retail Store Categorization and Patronage Behavior 

among Rural Consumers in India; Trends in Retail Shopping Behaviour among 

Rural Consumers; Factors influencing shopping preferences among Rural 

Consumers; Factors influencing consumers preference and interaction with 

medicine vendor in Rural Area; Issues and problems of Rural Consumers utilizing 

electricity service; Consumers awareness and willingness towards purchase of 

chemical fertilizers, pesticides and certified seeds in rural area : An appraisal; 

Issues of health services for the rural consumers in India; Rural consumers and 

telecom service in India : Marketing and issues; Consumer attitude and 

behaviours towards networking marketing in rural India; Buying behavior of rural 

consumers in India: A case studies; Changing behavioural trends of Rural 

Consumers in globalization era; Rural Agri-Marketing- with Special Reference to 

48

Agricultural Products; Issues of Rural Marketing in India; Linking Rural 

Consumers and Urban Producers. 

The seminar commenced with welcoming of the guest and lighting of the 

lamp by the Chief Guest Shri Manoj Parida, IAS, Joint Secretary, Department of 

Consumer Affairs, GoI and Hon‘ble Justice H.B. Das, Former Special Judge, CBI, 

Odisha. Dr. R.N. Pati, Coordinator of the seminar extended a warm welcome to 

all the distinguished guest and delegates presented in the seminar. 

Hon’ble Justice H.B. Das, lighting the lamp 

In his inaugural address Shri 

Manoj Kumar Parida, Joint 

Secretary, Department of Consumer 

Affairs, GoI, New Delhi emphasized 

on the role of intellectuals and civil 

society organizations in 

mainstreaming the government 

programmes for greater benefits of 

the rural consumers. 

Shri Manoj Parida, Joint Secretary, Department 

of Consumer Affairs, GoI, New Delhi delivering 

the Inaugural Address 

Describing the various activities/ schemes initiated by the Department for 

Consumers Affairs, he stressed that the role of the Department is to take the 

consumer movement forward but lasting impact of the movement depends upon 

the consciousness and alertness of public in general. He emphasized that such 

49

seminars/conferences are good to generate mass consumer awareness and also 

for providing a platform for exchange of ideas on the same. 

Justice H.B. Das, Former 

Special Judge, CBI, Odisha, 

while addressing the participants 

highlighted the legal issues to be 

addressed along with the welfare 

programmes for the rural 

consumers. He stressed that 

deficiency in service and defects 

in products are two areas where 

the cause of action arises and 

therefore consumer awareness is 

Justice H.B. Das, Former Special Judge, CBI 

Odisha, addressing the participants 

an important segment to reach the magnitude of masses and also to carry 

forward the consumer movement. 

Prof. Suresh Misra, Chair Professor and 

Coordinator, CCS, IIPA, New Delhi delivering 

the Key Note Address 


Professor and Coordinator, Centre for 

Consumer Studies, IIPA, New Delhi 

delivered the Key Note Address. 

Addressing the participants he 

highlighted different aspects relating 

to rural consumers and also stressed 

on the need for the involvement of 

gram panchayats and civil society 

organizations for taking the consumer 

movement to the grassroots level. 

Highlighting the importance of the consumer programmes, he said that villages 

should be the base from where the consumer movement should be initiated. The 

present status of rural consumers is very bad and the problems in rural areas are 

different, therefore there is a need to build capacity of institutions especially at 

local level to take the consumer movement forward. 

50

Shri Ramjibhai B. Mavani, Former M.P., Rajkot 

delivering the Presidential Address 

The Presidential Address was 

delivered by Shri Ramjibhai B. 

Mavani, Former M.P., Rajkot. He 

highlighted that the problems of rural 

consumers, rules, laws and 

regulations are issues, which need to 

be discussed in the two day 

deliberations. With a huge population 

residing in rural areas, the FMCGs 

are entering the rural markets with a 

faster pace. The need of the hour is 

to understand that duties and responsibilities which go hand in hand and for this 

every consumer has to join hands to achieve success. A beginning needs to be 

made and that requires will to initiate the beginning. 

Prof. Suresh Misra presenting memento to the Chief Guest, Shri 

Manoj Kumar Parida, JS, DCA 

The inaugural function ended with a vote of thanks by Prof. Premanand 

Panda, in which he thanked IIPA for funding the seminar and all the dignitaries 

for sharing their expertise and knowledge. 

The first technical session was on Sustainable Consumption and Rural 

Consumers. It was chaired by Smt. Ramaben R. Mavani, Former M.P., Rajkot 

and Co-Chaired by Prof. Bhagaban Das. Mr. Patrick Von Braunmuhl from GIZ, 

New Delhi and Dr. Mamta Pathania, Assistant Professor, IIPA, New Delhi were 

51

the lead speakers. Mr. Patrick made a presentation on Sustainable Consumption 

and Rural Consumers while Dr. Mamta Pathania made a presentation on 

―Changing Profile of Rural Consumers in India- Need for Education and 

Awareness‖ a paper by Prof. Suresh Misra and Dr. Mamta Pathania. She 

highlighted the level of consumer awareness among the rural masses and 

brought to light the myths and realities of rural consumers while on the need to 

educate the people in rural areas so that they are not exploited and cheated by 

the retailers/shopkeepers. 

The others papers presented in the technical session were ―Rural Potential 

of India Incorporated‖ by Mr. C.V. Krishna, Andhra Pradesh, ―Farmers as 

Consumers‖ by Mr. Santosh Kumar Ojha, Odisha; and ―Rural Marketing in 

Odisha by Dr. Jayant Kumar Nanda, Bhubaneswar. 

Participants of the Seminar 

The theme of the second 

technical session was ―Issues of 

Consumer Protection in Rural 

Areas‖. The session was Chaired by 

Prof. Suresh Misra, Chair Professor 

and Coordinator, Centre for 


and Co-chaired by Mr. Patrick Von 

Braunmuhl, Senior Advisor, GIZ, 

New Delhi. 

Mr. Patrick Von Braunmuhl & Prof. Suresh Misra 

chairing the session 

52

The lead speakers of the session were Dr. Basanta Kumar from Utkal 

University who presented his paper on ―Public Distribution System in rural India: 

Implications for Food Safety and Consumer Protection, Prof. Premananda 

Panda, Sambalpur University focused his presentation on ―The Impact of Social 

Groups on Consumer Behaviour‖; Prof. Bhagaban Das, FM University presented 

on the theme ―Consumer Protection and Financial Literacy‖. The other paper 

presented was on ―Mobiles in Rural Market‖ by Dr. Priya Ranjan and Dr. 

Manmath Mohanty. 

Second Technical Session in Progress 

On the second day, the Third technical session focused on the theme 

―Issues of Rural Marketing‖. The session was Chaired by Dr. Jayant Kumar 

Nanda, Reader Commerce and Dr. Sabita Acharay, Reader, Utkal University. In 

this session the lead speakers were Dr. Sudhakar Patra and Dr. Kabita Kumari 

Sahu who focused their presentation on ―Challenging Issues of Rural Marketing‖ 

and Dr. Minati Mallick, North Orissa University who made a presentation on 

―Rural Marketing in India: An Overview‖. 

The other speakers in the session were Dr. Nilakantha Panigrahi who 

presented a paper on ―Prospects and Challenges of Rural Marketing in tribal 

Dominated regions of India with special reference to Orissa‖; Cultural Changes of 

Rural Consumer – A Case Study of SC Women Consumers of Kharisa Village by 

Dr. Dillip Mishra; Issues and Challenges of Rural Consumer by Shri Debabrata 

Jena. 

53

The Fourth Technical session focused on ―Ethical Issues of Rural 

Consumers‖. Prof. Dipti Ranjan Sahu, Professor and Head, Department of 

Sociology, Ravenshaw University Chaired the session and the session was cochaired 

by Shri Debabrata Jena, Senior Advocate. The lead speakers of the 

session were Dr. Fakir Mohan Sahoo and Ms. Nivedita Das, Xavier Institute of 

Management who focused their presentation on ―Need Saliency and Health Care 

for Rural Elderly Women in Odisha‖; Dr. Geetanjali Dash, Reader & Head, P.G. 

Department of Social Science, FM University presented a paper on Globalization, 

Consumerism and Rural Consumer and Dr. Susant Kumar Baral, Berbampur 

University presented a paper on Sensitive and Ethical Issues of Rural 

Consumers. 

The other speakers of the session were Dr. Basanta Kumar on Consumer 

Protection in Branchless Banking; Dr. C.K. Prahalad on the Future Lies with 

those companies who see the poor as their customers; Mr. Divyasingh Mohanty 

on Consumer Problems in Odisha; Dr. Jayant Kumar Nanda on Rural Marketing 

in Odisha and Prof. Premanand Panda on the Impact Social Groups on 

Consumer Behaviour. 

The last technical session fifth was on the theme ―Role of NGO‘s in Rural 

Consumer Movement.‖ The Chair for this session was Shri Ramjibhai B. Mavani, 

Former M.P., Rajkot and Shri R.K. Mishra, Regional Director, National 

Commission for Scheduled Tribe co-chaired the session. This session was 

basically a panel discussion and a number of panelists discussed on the theme 

and kept their views before the audience. The panel experts were Smt. Ramaben 

R. Mavani, Prof. Suresh Misra, Dr. Geetanjali Dash, Dr. Mamta Pathania, Dr. 

Dillip Mishra and Mr. Santosh Kumar Ojha. A number of questions were raised by 

the participants. 

54

Mrs. Ramaben Mavani Addressing the Participants 

In the session Mrs. Ramaben Mavani stressed on the fact that no doubt 

consumer awareness programmes are being organized at different places but 

looking at the present scenario there is a need to organize more such 

programmes at lower levels to reach the rural masses. The session specifically 

discussed the issues which were discussed and presented in the two days 

deliberations. It basically highlighted the importance of consumer movement in 

the present era and also discussed the role of NGO‘s in the consumer 

movement. 

The Valedictory session started with the presentation of the Seminar 

Proceedings by Dr. R. N. Pati, Conference Coordinator in which he stressed that 

the National Seminar provided a platform for initiating meaningful dialogue on 

various issues of consumer protection and consumer behaviour in rural areas. 

Highlighting the two day deliberations he said that the seminar has generated 

meaningful feedback to National agencies, civil societies and government for 

envisaging strategic plan on advocacy, action research promoting intervention 

and enhancing consumer expectations in rural area. He also said that the papers 

accepted and presented in the seminar will be published in an edited volume 

―Rural Consumerism in India‖. 

55

The Valedictory Ceremony 

was graced by Shri Nagendra 

Pradhan, Chairman Khadi Village 

Industry, Odisha. He highlighted 

different problems being faced by 

rural consumers and stressed how 

intersectoral approach can be 

effective in addressing different 

issues of rural consumers of India. 

He said that India was not defeated 

by foreigners but by its own men. 

The state of consumer awareness in rural areas specifically in Orissa is one such 

topic which needs to be inculcated in the minds of rural people. The exploitation 

in rural areas is rampant and to do away with this evil, consumer awareness and 

education is an important aspect to be thought of. The consumer movement 

should be taken to the village level. Unless the rural masses are educated about 

their right the consumer movement will not succeed. 

Shri Nagendra Pradhan, Chairman Khadi Village 

Industry, Odisha in the Valedictory Session 



for Consumer Studies, IIPA, New 

Delhi in his address appreciated 

the efforts of the CTRD in 

organizing the seminar and 

congratulated the paper presenters 

and the delegates for an enriching 

two day deliberations on a theme 

which holds immense importance 

in present day scenario. 

Prof. Suresh Misra addressing the participants 

The certificates were distributed to the delegates by the Chief Guest, Shri 

Nagendra Pradhan. Internationally famous devotional Singer, Shri Aurobinda 

Muduli entertained the delegates with his melodious devotional songs. The 

seminar ended with a Vote of Thanks by the conference Coordinator, Dr. R.N. 

Pati who extended his sincere thanks to the Indian Institute of Public 

56

Administration, New Delhi for sponsoring the seminar. Thanks were also 

extended to all the resource persons for taking out time from their busy schedule 

and share their knowledge and expertise with the participants of the seminar. Dr. 

Pati also thanked the participants for actively participating in the seminar. 

observations: 

The seminar concluded with the following recommendations and 

1. Need to create greater awareness among rural consumer by involving 

Gram Panchayats. 

2. Promotion of Consumer Advisory Centres at Block Level. 

3. Spreading message to rural consumer through street play, hoarding, 

advocacy. 

4. Encouraging NGOs to take up legal cases on behalf of rural consumers 

and implement consumer related schemes during 12 th Fifth Five Year 

Plan. 

5. Encouraging civil society to educate rural consumer on art of 

purchasing. 

6. Mass campaign and creation of awareness about consumer rights and 

obligations. 

7. Promotion of Consumer Education in Schools and colleges. 

8. Building the capacity of the local officials and the SIRDs to educate 

consumers. 

9. Formulation of specific polices for the rural consumers particularly 

farmers, women and children. 

10. Strengthening the consumer redressal mechanism at the district level 

11. Rural marketing in tribal areas should be based on social concepts 

and relationship marketing. 

12. Food adulteration in the rural areas needs to be checked. 



Seminar Coordinators 

57

miHkksDrk laj{k.k vf/kfu;e] 1986 ds jtr t;arh o’kZ esa vk;ksftr fo”ks’k 

O;k[;ku 

Hkkjrh; yksd iz”kklu laLFkku] ubZ fnYyh 

¼23 vxLr] 2011½ 

miHkksDrk v/;;u dsUnz] Hkkjrh; yksd iz”kklu laLFkku] ubZ fnYyh ds 

rRoko/kku esa miHkksDrk laj{k.k vf/kfu;e] 1986 ds jtr t;arh o’kZ esa fo”ks’k 

O;k[;ku vk;ksftr fd;k x;kA 23 vxLr] 2011 dks laLFkku ds lHkkd{k esa 

^miHkksDrk laj{k.k vf/kfu;e ds iPphl o’kZ* fo’k; ij vk;ksftr ;g O;k[;ku pkS/kjh 

pj.k flag fo”ofo|ky; esjB ds jktuhfr foKku foHkkx ds izksQslj latho dqekj 

“kekZ }kjk fn;k x;kA dk;Zdze ds nkSjku fofHkUUk {ks=ksa ls vk, gq, 50 izfrHkkxh 

mifLFkr FksA bl ekSds ij izksQslj “kekZ us miHkksDrk laj{k.k vf/kfu;e ds fofHkUUk 

i{kksa 

dk foLrkj iwoZd o.kZu fd;kA lkFk gh dY;k.kdkjh jkT; O;oLFkk ,oa izkphu 

Hkkjrh; iqjk.ksfrgkfld dky esa miHkksDrk laj{k.k ds fofo/k vk;keksa dk izHkko”kkyh 

rFkk lkjxfHkZd :ijs[kk izLrqr dhA 

fo”ks’k O;k[;ku nsrs izks-latho dqekj “kekZ] lkFk es a izks- lq’kek ;kno] Mk- jkds”k gwtk] izks-lqjs”k feJk ,oa Mk- eerk iBkfu;k 

58

mUgksaus jkT; dh mRifRr ds mn~ns”;ksa dks js[kkafdr djrs gq, dgk fd jkT; dh 

mRifr O;fDr ds lokZaxh.k fodkl gsrq gqbZ gSA jkT; O;fä dh loZJs’B lajpuk gSA 

ik”pkR; jktuhfrd fopkjdksa us jkT; ds fcuk euq’; ds vfLrRo dks loZFkk 

vLohdkj fd;k gSA ;wukuh nk”kZfud ,oa jktuhfrd fpUrd vjLrw dh izfl) mfDr 

dks js[kkafdr djrs gq, dgk] fd vjLrw rks ;gk¡ rd ekurs Fks fd tks fdlh jkT; dk 

lnL; ugha gS og ;k rks i”kq gS ;k HkxokuA mUgksaus vkxs dgk fd vkt ;fn vjLrw 

thfor gksrs rks ns[krs fd i”kq Hkh jkT; ds v/khu gSa vkSj Hkxoku dks Hkh jkT; viuh 

e;kZnkvksa ds cU/ku iznku djus dks m|r gSA vLrq] if”peh fopkjdksa ds ,d leqnk; 

us jkT; esa cqjkbZ rks [kkst fudkyh ijUrq jkT; dh vfuok;Zrk esa dksbZ lUnsg O;ä 

ugha fd;k vkSj blhfy, jkT; dks O;fäokfn;ksa us vko”;d cqjkbZ crk;kA tcfd] 

Hkkjrh; lH;rk esa miHkksäk ds :i esa rks ugha ijUrq ukxfjd ,oa euq’; ds :i esa 

iztktuksa ds fgrksa ds laj{k.k dk bfrgkl “krkfCn;ksa iqjkuk gSA izkphu Hkkjr esa uSfrd 

ewY;ksa rFkk ekuoh; xfjek dks lokZf/kd egÙoiw.kZ LFkku izkIr FkkA blhfy, jktk] 

vekR;] ukxfjd] iz”kklfud vf/kdkjh] of.kd&Jsf’B oxZ] vkfn lekt ds lHkh 

lnL;ksa ds vkpj.k] O;ogkj] dk;Ziz.kkyh vkSj lkekftd vUr% fØ;kvksa ij e;kZnk,¡ 

LFkkfir FkhaA 

Hkkjrh; yksd iz”kklu laLFkku] ubZ fnYyh ds funs”kd MkW- jkds”k gwtk] izks- latho dqekj “kekZ dks iq’ixqPN iznku djrs gq, 

bl ekSds ij dk;Zdze dh v/;{krk djrs gq, Hkkjrh; yksd iz”kklu laLFkku] ubZ 

fnYyh ds funs”kd MkW- jkds”k gwtk us dgk fd fiNys iPphl o’kksZa esa oSf”od Lrj ij 

vusd ifjoZru gq, ftuds izHkko ls Hkkjr Hkh vNwrk ugha jgkA [kqyh vFkZO;oLFkk 

vaxhd`r gksus ls cgqns”kh; daifu;k¡ ns”k esa vkus yxhaA buesa vkilh izfrLi/kkZ] O;kikj 

ds foLrkj vkSj vf/kd ls vf/kd /ku dekus dh ykylk us Hkkjrh; cktkjksa dk 

LOk:Ik cny fn;kA miHkksDrkvksa dh t:jr] tsc vkSj euksfoKku dks /;ku esa j[kdj 

59

daifu;k¡ fofHkUUk mRiknksa dk fofuekZ.k djrh gSaA bu mRiknksa dks cspus ds fy, 

rjg&rjg ds gFkdaMs viuk, tkrs gSaA Vsfyfotu vkSj i=&if=dkvksa ds ek/;e ls 

Hkzked foKkiuksa ds lgkjs miHkksDrkvksa dks vkdf’kZr djus dh dksf”k”k dh tkrh gSA 

,sls esa miHkksDrkvksa dks lpsr vkSj lko/kku jgus dh vko”;drk gSA MkW- gwtk us dgk 

fd gesa ;g ugha Hkwyuk pkfg, fd miHkksDrk ,d mRiknd Hkh gksrk gSA miHkksDrk ,oa 

mRiknd] nksuksa gh ds ukrs mlds dbZ nkf;Ro gksrs gSa] vc rd miHkksDrk laj{k.k 

vf/kfu;e ds 25 o’khZ; dk;Zdky esa miHkksDrk vkanksyu us vf/kdkjksa dh vksj vf/kd 

/;ku fn;k gSA vkxs ds 25 o’kksZa esa gekjk /;ku nkf;Roksa dh vksj dsfUnzr gksuk pkfg,] 

rkfd miHkksDrkvksa ds vf/kdkjksa ,oa nkf;Roksa ds e/; ,d ldkjkRed larqyu LFkkfir 

gks ldsA ;g gekjs lekt ds fy, ,d nsu lkfcr gksxhA 

vfrfFk;ksa dk Lokxr djrh izksQslj lq’kek ;kno 

bl nkSjku vfrfFk;ksa dk Lokxr izksQslj lq’kek ;kno us fd;k] tcfd vkHkkj 

Kkiu dh vkSipkfjdrk miHkksDrk v/;;u dsUnz ds leUo;d ,oa ps;j izksQslj lqjs”k 

feJk us iwjh dhA ogha MkW- eerk iBkfu;k us eq[; oDrk dk ifjp; vkxUrqdksa ls 

djk;kA 

¼eerk iBkfu;k½ 

60


on 

Emerging Trends in Consumerism in India 

M.P. Law College, Aurangabad (M.S.) 

(August 27-28, 2011) 

The Centre for Consumer Studies, IIPA organized two day National 

Seminar on ―Emerging Trends in Consumerism in India‖ on August 27-28, 2011 

in collaboration with M. P. Law College Aurangabad, Maharashtra. Around 100 

participants participated in the seminar which included academicians, lawyers, 

members from civil society organizations and students. The sub-themes of the 

seminar were: 1. Green Consumerism; 2. Consumerism and Advertisement; 3. 

Consumerism and Medical Profession; 4. Consumerism and Legal Profession. 

Around 52 papers were presented in two days in four technical sessions. 

Rangoli prepared by the students on the Seminar 

Dr. C. M. Rao, Principal, M. P. Law College, Aurangabad welcomed all the 

dignitaries and participants and introduced the theme of the seminar. He said that 

the issue of consumer protection is of universal importance as everybody in the 

world, rich or poor, is a consumer and gets cheated at some point of time by the 

malpractices prevailing in the market. So there is urgent need to deliberate on the 

61

issue to raise awareness among all strata of the society. The teachers and 

students can play a major role in generating awareness among the society on the 

issue. 

Justice P.B. Reddi, Chairman Law Commission 

inaugurating the Seminar 

The Seminar was inaugurated 

by Hon‘ble Justice P. V. Reddi, 

Chairman, Law Commission of 

India. In his speech Justice P. 

V. Reddi, opined on various 

aspects of application of the 

Consumer Protection Act and 

the changes required in the 

Consumer Protection Act to 

meet the emerging challenges 

of consumerism. He said that 

the seminar which has been organised today of seminal importance as 

Consumer Protection and Consumer Welfare is essential for welfare of the nation 

and indicator of good governance. The consumers are uneducated lot without 

any protection, placed in an unequal position wherein they are unable to face the 

strong and mighty business. By the unscrupulous and unfair practices by the 

traders and service providers, the consumers are handicapped in many ways. 

The poor and uneducated are still more vulnerable and exploited class. This all 

mandated the creation of legal protection for the consumers. In era of 

globalisation consumer has very little option to bargain, the seller basically rules. 

Though new channels for purchase have been created through science and 

technology but those has given rise to new and challenging problems. These new 

problems which have arisen due to rapid scientific development need to be 

addressed and resolved by government, regulatory bodies and Civil Society to 

provide a better environment to the consumers. 

He said that the CPA has given new thrust to consumer protection and has 

given six substantive rights to consumers. It is a milestone in consumer 

movement and has provided new roadmap to consumerism. New jurisprudence 

has developed wherein even class action and action by NGO is possible. Under 

the Act action against the unfair and restrictive trade practices against the 

62

usiness can be initiated. The complaint can also be brought against defective 

goods, deficient services and even against prices charged more than MRP. The 

definition of consumer and service is very wide. A three tier redressal mechanism 

has been established under the Act at the National, State and District levels to 

provide speedy, quick and inexpensive justice to the consumers. Councils have 

also under been created under the Act at three levels to provide solutions to the 

problems of the consumers. Besides CPA there are other legislations also 

provide for protection of consumers. 

The law cannot remain static; it has to be change with changing time and 

specific needs of the society and develop accordingly. The CPA has also 

undergone amendments thrice to evolve to the changing needs. More than two 

decades have passed after the enactment of the Act and now based on the 

experience, problem areas and the progress made there is need for a fresh 

introspection and accordingly changes need to be made. There is, however, no 

doubt that the establishment of forum at District level has been are boom to the 

society and has given relief to many aggrieved consumers for the services 

provided by the professionals and other statutory bodies as they are also come 

within the preview of the Act. 

The quasi judicial bodies under the Act are riddled with many problems 

which is causing delay and pendency. There is large pendency of cases on 

execution of orders though Act provides for high penalties which even include 

attachment of property and imprisonment. However, for attachment the order has 

to be sent to the collector which is a tardy procedure and there is no other back 

up procedure. The control over SCDRCs and forums has been vested with 

NCDRC and SCDRC exercises control over District Forums. This is a good 

provision but it needs to be studied to see where control is required more. The 

appointment of members also requires serious consideration. The payment of 

honorarium to the members also needs to be looked into as in many states the 

members are paid very less. Additional benches are also required for quick 

redressal of complaints as at many places the pendency is very high. ADR 

mechanism can also be a good alternative as it will reduce the burden on the 

63

consumer forums. Lokadalats also need to be held by District Forum and 

commission, for this provision is required to be introduced in law. 

Justice Reddy lamented that inadequate implementation of laws in India is 

a major problem. Merely enacting more and more law is not sufficient it is 

required to be implemented properly and effectively. Under the CPA also it needs 

to be examined whether councils are meeting regularly, whether District 

Magistrate gets time to convene the meetings of District Council; all this needs 

serious considerations to make these councils more effective. There must be 

somebody to keep a watch over the service providers about deficiency and help 

the consumers. There is also need for more awareness at the grass root level 

and here the NGOs can play an important role. There are hardly any laboratories 

where the consumers can have easy access. These are some of the practical 

problems which need to be taken care by the government. 

Advertisement no doubt is major source of information to the consumers 

regarding the products and services available in the market. However, the 

misleading information which is being passed on to the consumers‘ through these 

ads is becoming affecting the consumers‘ right to information and choice. Such 

ads need to be dealt seriously and curbed for the benefit of the consumers. The 

Law commission regarding the ads has two agendas. Firstly, the morality and 

ethics of the society are to be taken care of in such misleading advertisement. 

For example, the advertisement where the massage parlours show nude photos 

of ladies and when objections are raised by ASCI they take the plea of freedom 

of expression and sex education need to be dealt strictly. Secondly, misleading 

advertisement by Babas where they claim that they can solve any problem 

regarding marriage, health problems, etc. by astrology. Herein the problem is 

whether astrology is a science and can be used to solve such problems. 

In the Consumer Forums the complaints against the medical profession 

are on the rise. The standard of care required has been laid down in Jacob 

Mathews and many other SC judgements. However there are various diversions 

in the applicability by the judges which requires to be reconciled. One of the 

major problems of the present day is over consumption. With the emergence of 

64

the consumer society the luxuries and wants are becoming needs and everybody 

desires to have more and more for himself without caring for the humanity as a 

whole. Thus there is urgent need to adopt green consumerism and also deal with 

the disposal of the waste is more efficient way. 

Hon’ble Justice V.R. Kingaonkar, Member, NCDRC 

addressing the participants 

Hon‘ble Justice V.R. 

Kingaonkar, Member, National 

Consumer Disputes Redressal 

Commission was the Guest of 

Honour on the occasion. Justice 

V.R. Kingaonkar highlighted the 

advantages of the Consumer 

Protection Act and the ways in 

which consumer disputes are 

decided. He said that the 

consumerism is not a new 

concept. It started since 

Donoghue V. Stevenson way back in 1932 wherein House of Lord held that 

manufacturer or trader has certain duties towards the buyer. Ralph Nadar who 

was the crusader in the consumer movement, started it in 1960 in US. It was 

John F. Kennedy who in 1962 introduced the Bill of Consumer Rights in U.S. 

Congress where there were four consumer rights viz. right to safety, right to 

choose, right to be informed, and right to be heard. Later four more rights which 

included right to satisfaction of basic needs, right to seek redressal, right to 

consumer education and right to a healthy environment were added to the list. It 

was after the adoption of the U.N Guidelines on Consumer Protection in 1985, 

most of developed and developing countries enacted the laws in respective 

countries to provide adequate protection to the consumers. 

He said that there is need to look at consumer protection from different 

angles. There are various provisions in the laws which do not keep consonance 

with common law for example section 30 of Advocates Act provides only 

advocates have right to represent before any court/fora. However, CPA allows 

anybody to represent which includes consumers, NGO and government. Two 

things need to be seen that the system under the Consumer Protection and 

65

Human Rights has to be distinguished with the general delivery system of 

country. Like applicability of Consumer Protection act to extra territorial 

jurisdiction cases like it has applied to Ethopian airlines where it lifted cargo from 

India and delivered in any other country. The justice delivery system has to be 

given global interpretation. 

The CPA and allied laws gives umbrella protection to consumers so they 

need to be studied together and applied. In one of the cases advertisement was 

published which depicted that job would be given outside India and in caption it 

was written ―employer‘s guarantee.‖ The student paid heavy fee to eventually find 

out that what was available was only the list of employers. The complaint was 

filed by one of the young man who was deceived by the misleading 

advertisement. The contention of the organisation was that we had not 

guaranteed job we have only guaranteed employer. It was held that the students 

have been deceived through misleading advertisement. The young people do not 

have experience and this is an easy way in which they can be cheated. As all 

were young students in search of job it was directed by National Commission that 

a compensation which was on a higher side be paid to them by the opposite 

party. Similarly advertisements like increase in height captioned as ‗Big B‘ are 

assurances of something magical and frustrate the consumer and are to be dealt 

severely. Then there are sales and combo offers which write words like ‗upto‘ in 

small words so that consumer does not know about it. In such sales substandard 

goods are sold. All these amount to unfair trade practices and wherein the 

complaints of such kind have gone before the quasi-judicial machinery they have 

been dealt with sternly. 

Medical profession comes under Consumer Protection Act as it is one of 

the services given for consideration by the doctors and hospitals. Due to this now 

the doctors have started following defensive practices wherein they get the tests 

done for small problems just to avoid their liability under CPA. This is causing a 

lot of hardship to the consumers. There is need to reconcile the rights of the 

consumers against the doctors and the need to protect the reputation of the 

doctor to avoid unnecessary conflict between the two. As a practice the name of 

the doctor should not be published in media unless he is proved guilty. Then 

there are quacks about whom the consumers should be informed to avoid harm 

66

to them. The laws of beneficial nature are effective only if implemented properly. 

In the CPA execution of orders is one of the major problems. Sometimes the 

service of notice also becomes a problem as the person is difficult to locate. 

Talking on sustainable consumption he said, as regards green 

consumerism is concerned, there is need to change the attitude of consumers so 

that they can make difference in need and greed. The deliberations on such 

topics are important to clear our ideas and provide a platform to give suggestions 

which can provide valid input to the government. Martin Luther king has once 

said that we should either learn to live together as brothers or we are to perish as 

fools. The same is true even for the consumers, who need to be organised and 

be together otherwise they will perish on fools. 

Prof. (Dr.) R Venkat Rao, Vice Chancellor, 

National Law School of India University, 

Bangalore delivering the Keynote Address 

Prof. (Dr.) R Venkat Rao, 

Vice Chancellor, National Law 

School of India University, 

Bangalore delivered the Keynote 

Address. He said that Justice 

Ahmedi has said judicial activism is 

offshoot of common man‘s activism 

similarly consumerism is 

consumer‘s activism. He cited one 

of the cases of medical negligence 

in USA where a lady who had no 

problem had to go for the heart 

transplant. He said that the doctor, advocate and clinch man were once 

considered as noble men as generally people go to them only when they have 

suffering and distress and they try to ameliorate the sufferings of common man. 

But today the standards of morality and ethics have gone down so much that we 

are discussing deficiency in service in these fiduciary relationships. Now the 

private hospital are being told to reserve beds for poor people and give free 

treatment; similarly the private schools are to required to reserve 25% seats for 

BPL students under RTE Act. This is also being fought tooth and nail. 

67

Vindication of consumer rights is just the beginning but what is required is 

easy access to consumers to all services. Environmentalism is no more elitist 

what is required is that common man should be involved in it. Advertisements 

take the consumers for a ride. You have celebrity advertisements as that is an 

easy way to mislead people as everybody wants to become celebrity and so try 

to follow them. The question is can law deal with every greed and avarice It can 

never. The consumers are combination of three: victims, colluders and 

complainants. Nowadays life styles have become more important. The 

consumerism has become pejorative sense. There is need to reduce greed and 

luxuries and restrict to wants. 

At the end of the Inaugural Session dignitaries also released wallpapers 

prepared by student members of the Research Club of M. P. Law College on the 

sub-themes of the Seminar. 

Dignitaries releasing the wallpapers 

The seminar was divided in four sessions on Green Consumerism; 

Consumerism and Advertisement; Consumerism and Medical Profession; 

Consumerism and Legal Profession. In the first technical session on Green 

Consumerism Prof. Dr.Kesava Rao, Dean, Faculty of Law, Andhra University and 

Principal Dr. Ch. Sudhakara Babu, JKC College of Law, Guntur were resource 

persons for the session. Dr. Sudhakar Babu, spoke on nature friendly green 

products. He opined that Nature takes care of itself. Excessive wastes are 

generated from excessive wants and there is a need to control it. Thirteen papers 

were presented on various aspects of the sustainable and green consumerism. 

68

The papers on Green Consumerism highlighted that no doubt 

Consumption as Indicator of growth but uncontrolled consumerism is a threat to 

environment. Globalization and availability of goods and services have 

encouraged unsustainable consumption and the trend of use and throw is on 

increase. 3R- Reduce Reuse and Recycle need to be adopted to avoid over 

exploitation of natural resources both renewable and non-renewable. 

Irresponsible Consumption is not only putting stress on environment but also 

reducing Gross Natural Happiness. UN Guidelines on Consumer Protection 1999 

also now stress on sustainable consumption. However consumers now face a 

number of problems while adopting environmentally sound products. Papers also 

provided certain examples on how Green Trends can be increased like use of 

C.N.G., e-vehicles Pollution by motor vehicle. Green consumerism movement 

started from America in 1990 however, again disappeared because no suitable 

alternative appeared. The solution to the problem is simple, ethical, necessity 

based consumption avoiding advertisement impact and temptation. Thus there is 

need for government, business, civil society to take steps and provide consumers 

with alternatives to adopt to bring a change in their lifestyle. For this tracing 

consumers‘ consumption patterns are also necessary 

Prof. Kesava Rao, Dean Faculty of Law, Andhra 

University addressing the participants 

For the second session on 

‗Advertisement and Consumerism‘, and 

Shri Prashant Godbole, Founder 

Ideas@work were the resource persons. 

Dr. V. Kesava Rao said that the 

advertisement is salesmanship. It 

includes any notice, label or wrapper and 

many more things which provide 

information regarding the product or 

service. He discussed various 

categories of advertisement and 

advertisement practices. Through a number of examples of Bargain sale, offering 

prizes, etc. he highlighted how consumers are cheated by advertisement. 

69

He highlighted provisions under various 

laws which prevent misleading ads. He also 

elaborated the definition of unfair trade 

practice under CPA which also includes 

within its ambit the misleading advertising. 

He said it is duty of all the stakeholders viz. 

producers, traders, artists, media, etc. to 

see that the ads are not misleading and 

pass on correct information to the 

consumers. Shri Prashant Godbole 

presented the first hand view of 

Shri Prashant Godbole making the 

audio-visual presentation 

advertisements from the advertiser‘s point of view. He said that industry spends 

huge amount on advertisement. It involves a number of people like artist, 

producers, advocates and many professional who give a shape to the 

advertisement we come across. Through audiovisual presentations he presented 

some misleading advertisements which were banned and why. He also 

highlighted the role of ASCI in controlling content of advertisements. 

Eighteen papers were presented in the session. These papers drew 

attention to a number of important issues relating to advertising and its effect on 

consumers. in olden days advertisement was not available; it has originated with 

industrialization to popularise the products and to draw the attention of 

consumers. Advertisements have both positive and negative aspects. The 

misleading advertisement and unethical message are passing wrong information 

to the consumers and leading to consumer exploitation. There is need for 

regulatory mechanism to check unfair trade practices in advertising. It was also 

said that there is requirement of Pre Censor Committee before release of 

advertisement. The regulatory bodies like SEBI and ASCI need to play more 

proactive role in controlling the advertisements. There is requirement of suo-motu 

power for consumer forums and other regulatory bodies to control advertisement. 

One of the paper presenters also highlighted the effect of advertisement on the 

consumers of real estate wherein due to misleading advertisements many 

consumers have become victims of unfair trade practices. There are no clear 

laws on it. There is also need for a real estate regulator who should also take 

cognizance of such unfair trade practices. 

70

Prof. A. Rajendra Prasad, Principal, Dr. 

B. R. Ambedkar College of law, 

speaking on Medical Negligence 

The third Session was on ‗Medical 

Profession and Consumerism‘. Resource 

Persons for the session were Prof. (Dr.) A. 

Rajendra Prasad, Principal, Dr. B. R. 

Ambedkar College of law, Andhra 

University and Dr. Chaya Diwan, 

Government Medical College, Aurangabad. 

Prof. (Dr.) A. Rajendra Prasad presented 

the legal position regarding the medical 

negligence and duties of doctors. He said 

that the doctor-patient relation is a 

Contractual relationship. However, the 

doctor is also liable for negligence under the law of torts. Medical negligence as 

an act of commission or omission which a ordinary competent man is in the 

profession would not have committed or would not have failed to do. The test is 

of ordinary competent man. Neither very high nor very low competence is 

expected from the professional. Liability of Medical Professional is for 

compensation for the injury suffered by the patient. Medical Professional is 

required to have proper documentation and take informed consent from the 

patient before giving the treatment. Medical Profession no more a noble 

profession, it has become a service under the CPA and can be held guilty for 

deficiency in service. 

Dr. Chaya Diwan presented the 

doctor‘s point of view on the issue of medical 

negligence and the practical problems faced 

by doctors particularly in Govt. Hospitals 

while treating the patients. These Practical 

problems include lack of resources, over 

burden and sometimes the patient himself 

also contributes to the negligence. In such a 

scenario it is also required that the doctors 

should also be given some protection to 

71 

Dr. Chaya Diwan presented the doctor’s 

point of view on medical negligence

prevent unnecessary harm to their reputation. It is important for both the doctors 

and patients to understand their responsibilities for a healthy Doctor-patient 

relationship. 

Thirteen papers presented in the session discussed the judicial trend in 

medical negligence, how Commercialization has affected medical profession, 

reasons for medical fraternity to go against interest of people and rights and 

duties of doctor and patients. There is constant increase in cases of medical 

negligence for which dearth of adequate medical facilities at hospitals and falling 

standards of professional competence are also the reasons. There is need for 

providing adequate remedies to the consumers for such deficiencies. One of the 

paper on ‗Reasonable prices of drugs – A demand for right to Health‘ also 

discussed the effect of high pricing of drugs on consumers and need for Ethical 

code for prescription of generic drugs. It was also emphasized that there is need 

for investigative machinery to look into such matters. 

Prof. S.S. Prakash, NLIU, Bhopal 

speaking on lawyers’ negligence 

72 

The fourth Session was on ‗Legal 

Profession and Consumerism‘. Prof. 

Advocate (Dr.) Santosh Shah from Kolhapur 

and Prof. S.S. Prakash from NLIU, Bhopal 

were the resource persons from the session. 

They discussed the Liabilities of the legal 

professionals under CPA, Torts and other 

laws. They also emphasized on the need for 

improving the Efficiency of lawyers and 

strengthening the provisions of law to bring 

accountability among the legal fraternity. 

Eight papers were presented in the session. 

There was emphasis in one of the papers on Relaxing BCI Rule 36 in the era of 

Globalization which prohibits advertising by legal professionals which handicaps 

then m in the era of globalization when Indian legal professional faces stiff 

competition from foreign legal firms. Advertisements are allowed in other 

countries but not allowed in India which handicaps them in reaching out to 

consumers. It was emphasized that Rule 36 must by amended in tune with the 

changing scenario. The other papers highlighted on professional negligence and

duty of lawyer to be more accountable toward their clients. There was also 

discussion on Legal Practitioners (Regulation and Maintenance of Standards in 

Profession, Protecting the interest of Clients and Promoting Rule of Law) Bill 

2010. 

Prof. 

The Valedictory Session on August 28, 2011 began with the Address by 

Suresh Misra, Chair Professor and Coordinator, Centre for Consumer 

Studies. He addressed the gathering and expressed his feelings about the 

outcome in the conducting the seminar. He 

thanked the management and college for 

organising the seminar in collaboration with 

Centre for Consumer Studies, IIPA. The paper 

presented by the faculty and students were 

excellent. The resource persons were also 

very good. The contents were of very high 

quality which will definitely impart a lot of 

information on the issues related to consumer 

protection among the participants. He said that 

the Government of India has set up the Centre 

at IIPA to take up various activities in the area 

of Consumer Protection and Consumer Welfare. The aim of the Centre is to 

generate awareness among consumers especially among the rural masses. CCS 

is an extended arm of DCA and the creating consumer education is our job. We 

are also conducting a number of programmes for various stakeholders which 

include programme for President and Members of District Forums, workshop for 

the coordinators of consumer clubs, members of NGOs, seminars, conferences 

etc. 

Prof. Suresh Misra, Chair Professor 

and Coordinator, CCS addressing 

the gathering 

CPA was enacted in 1986 and this year is the silver jubilee year of its 

enactment. The irony is that even after 25 years of its enactment we are still 

thinking how to take consumer movement forward. The misleading ads, spurious 

goods and sale promotion schemes are nothing but means to exploit consumers. 

MRP is also a legalized way to befool and exploit consumer. He said today the 

aspirations and desires of consumers are very high. The whole theory is Dil 

Mange More. You go to mall without any idea of buying anything but come out 

73

with a number of bags. ‗The sensitivity on consumer protection is not there. 

Today the needs and aspiration of present generation are quite different. They 

believe in spending more and more and not saving. There is a need to make this 

generation aware. As consumer we have to look after our welfare. We are all 

silent sufferers. We do not want to protest and want others to take up and fight for 

our cause. We need to be aware of both our rights and responsibilities as 

consumers and take initiatives. In this the teachers and students can play an 

important role. They can take the consumer movement forward and generate 

awareness among the masses who are not so much aware about their rights and 

duties as consumers. 

Hon’ble Justice S. B. Mhase, 

President, SCDRC delivering the 

Valedictory Address 

Hon‘ble Justice S. B. Mhase, 

President, Maharashtra State Consumer 

Disputes Redressal Commission, Mumbai 

delivered the Valedictory Address. He 

highlighted the various problems which are 

stumbling blocks for the District Forums to 

give redressal to consumers like pendency 

of cases, the lack of resources, small 

matters do not reach court and many times 

the consumer is misled. He said that there 

is need to generate awareness among 

public regarding their consumer rights. The 

awareness generation should begin at 

schools as the students are the future of the 

country. The Consumer Clubs are required to be established in school and 

colleges for consumer literacy. However, these have not been established in 

Maharashtra and the money is lying unused. Consumer movement is slightly 

dwindling down in the state except in big cities. In many areas very few cases are 

being filed and the figure are going down as compared to earlier years of 

establishment of District Forums. One of the reasons is that there is no 

awareness among the consumers especially in musafil area. The consumer drive 

is required to be taken in these areas. The problem is the people who suffer are 

not aware and are not coming forward. 

74

No doubt the CPA is a very good tool to give redressal to the grievances of 

the consumers. However, it needs to be amended to keep pace with time and to 

make it more effective and efficient. One serious amendment which is required in 

CPA is that tenure appointment needs to be abolished. If a person who is coming 

from bar and is appointed as a President for 5 years and he can only be 

reappointed for another term, but not beyond has to go back to bar and start 

afresh. In such a condition good people will not like to join the forums. Thus to 

maintain the credibility of the system and to provide justice to the consumers 

there is need to evolve a system which is continuous. Further there is need to 

maintain discipline among the Presidents and Members of District Forums and for 

that cadreization is also necessary. Maharashtra is fifth in the pendency, 24000 

cases are pending in 4 benches in the State Commission. To deal with this 

pendency there is need for more benches and infrastructure. 

The consumer approaches forum with an expectation that he will get quick 

justice and nothing is required to be paid by him as is informed by the ‗Jago 

Grahak Jago‘ campaign. But when he is told to deposit for court fee, pay to send 

notice etc., he feel cheated and be fooled. If the Act is seriously implemented and 

there is awareness then most of the problem will be solved. Central and State 

governments are also complainant, but till recently no complaint was filed by 

government. Only recently government of Maharashtra has filed a complaint 

regarding the agricultural claims of the agriculturist. The government should take 

action and make complaint in areas like hoarding etc. where the consumer might 

not have enough information and would not come forward. Representative 

litigation by NGOs has also been contemplated by CPA but not many have 

approached. It could have been very effective in case of unfair and restrictive 

trade practices. Consumers and NGOs themselves are not aware of many issues 

which amount to deficiency in service especially by public service providers like 

where service is withheld by railways due to strike and people suffer. There is 

need that judges who are manning the District Forums should forget CPC and 

Evidence Act while disposing consumer complaints. They should act according to 

the Principles of Natural Justice and summary procedure to provide quick justice 

to the consumers. It requires a radical change in the thinking of both judges and 

75

the lawyers. The lawyers try to introduce lengthy system of CPC in the quasijudicial 

system of CPA to gain time. Consumer courts are supposed to decide the 

matter in summary manner as early as possible. Now the adjournments, crossexamination 

are being introduced in consumer court which was not contemplated 

under CPA. There is need for change in mindset. 

The CPA is a benevolent legislation for protection of lay consumers 

against mighty and unscrupulous traders. If the matters linger on consumers will 

get a feeling that there is no difference between the consumer courts and civil 

courts and will stop coming before District Forums. This is what is happening due 

to the long delays which are taking place. Summary procedure has been 

provided and all the powers of District Court and High Court have been 

concentrated in SCDRCs and NCDRC for the quick disposal of the cases with an 

idea to give quick justice to consumers. 

Dr. Vijay Pandharipande, VC, Dr. BAM 

U delivering Presidential Address 

Dr. Vijay Pandharipande, Vice 

Chancellor, Dr. Babasaheb Ambedkar 

Marathwada University, Aurangabad 

Chaired the Session. In his Presidential 

Speech, he opined that a seminar is 

meant to be a brainstorming session that 

will enlighten the delegates and extract 

solutions from them in immediate 

problems that are in discussion. The 

requirement is for an action plan and 

documentation of the proceedings which 

can be instrumental in bringing changes at 

policy level. Then only it can be said to be fruitful. Consumer protection is an 

Issue of contemporary relevance for the common man. In every field the 

consumer is being cheated. The medicines which are being sold to consumers 

cost the manufacture very less. The consumers are being forced to buy such 

medicines. The companies are indirectly cheating the consumers. Ads and 

packaging are the other aspect on which consumers are cheated. What is use of 

having celebrities in ads which results in increase in prices a lot. The cheap items 

76

are sold at high price in shopping malls. There is need to deliberate on such 

issues seriously and consumers need to be made aware about it. 

Dr. B. H. Choudhary, Dean, Faculty 

of Law, Dr. BAMU, Aurangabad was the 

Guest of Honour. He opined that all the 

subjects at the present seminar were very 

relevant and merited some serious thought 

as it required urgent and immediate 

solutions. 

Dr. B. H. Choudhary, Dean Faculty of Law, 

Dr. BAMU addressing the participants 




77

74 th OTP for the Presidents and Members of the District Consumer 

Forums on Consumer Protection and Consumer Welfare 

(Sept. 12-16, 2011) 

The Seventy-fourth Orientation Training Programme for the Presidents 

and Members of the District Consumer Forums was organised by the Centre for 


September 12-16, 2011. The programme was sponsored by the Department of 

Consumer Affairs, GoI. Twenty five participants from Maharashtra, Goa, Gujarat 

and Rajasthan attended the programme. The objective of the programme was to 

build the capacity of the Members of the District Forum to enable the redressal 

mechanism to function effectively. 

Participants of 74 th Orientation Training Programme 

The Course Coordinators Prof. Suresh Misra and Dr. Sapna Chadah 

welcomed the participants and briefed them about the programme objectives, 

contents and expectations from each participant. The participants while 

introducing themselves provided information about their educational qualification, 

work experience and the working of the District Consumer Forum. While 

highlighting the working of the District Consumer Forums, the participants gave 

an account of the nature of complaints, total number of pending cases, monthly 

disposal of cases and the time taken for the disposal of complaints. They also 

shared information about availability of infrastructure facilities and working 

environment, including facilities available to them. The participants in general 

78

highlighted the various problems faced by them in discharging their 

responsibilities. The objective of the programme was to enhance the skills of the 

participants and also to acquaint them with the latest developments and 

judgments in the area of consumer jurisprudence. The participants were briefed 

about the activities of the Centre for Consumer Studies and IIPA. 

The programme was 

inaugurated by Shri B.K. Taimni, 

Former Member, NCDRC. He said 

that working as Member of the 

District Forum is a service to 

people. Almighty has given a 

chance to serve the people, public 

at large who do not have any other 

avenue to get relief. The credit for 

the conception of this idea of 

Consumer Rights goes to John F. 

Kennedy who introduced the Bill of Rights in U.S. Congress in 1962 having four 

Consumer Rights viz. right to safety, right to be informed, right to choose and 

right to be heard. Four more rights were later added to the list which included 

right to satisfaction of basic needs, right to seek redressal, right to consumer 

education and right to a healthy environment. Then the U.N. General Assembly in 

1985 adopted the U.N. Guidelines on Consumer Protection. It was in furtherance 

of the U. N. Guidelines on Consumer Protection of 1985, that the Consumer 

Protection Act was enacted in 1986. The CPA is a benevolent piece of legislation 

meant to protect the consumers against defective goods and deficient services. 

The remedy under CPA is in addition to and not in derogation of any other law in 

force for time being. Remedy under the Act is available for defective goods and 

deficient services. The definition of consumer under the Act is very wide and 

every person is a consumer in one form or the other. The Act provides for 

speedy, inexpensive and simple remedy. There is no need to engage an 

advocate and the consumer can present his case himself. There are no 

procedural technicalities involved as the CPC and Evidence Act are not 

applicable as these quasi-judicial bodies follow summary procedure. The time 

limit has also been fixed for quick disposal of complaints. 

Shri B.K. Taimni, Former Member, NCDRC 

delivering Inaugural Address 

79

He emphasized that as far as possible the legislation should be given a 

liberal interpretation in favour of the beneficiary. It is a beneficial legislation, so 

every contract between the consumer and the service provider is required to be 

given a beneficial interpretation. The provisions are to be given a common sense 

interpretation and wide meaning is to be provided. Every law perishes if it does 

not evolve so there is a need to give a new direction to the law. He advised the 

participants to go through the judgment of Lucknow Development Authority case 

and adhere to its objective and philosophy and the principle laid down in the last 

paragraph of the judgment to impose penalty on the person who is personally 

responsible for it. The title of Act is Consumer Protection Act – the word 

protection has been defined in L.D.A. V. M.K. Gupta in great detail and has been 

emphasized that the law meets the long felt necessity to provide a better 

protection to the consumers. It attempts to remove helplessness of the consumer 

which he faces against powerful business. The producers have secured power to 

rob the rest and papers do not move from one desk to another which has left the 

consumer helpless, bewildered and shocked. 

It is this group which is harassed, unprotected and helpless which comes 

to the Forum for seeking help and justice. It is our duty that the consumer gets 

justice in time bound manner to keep his faith in the system. Empowerment and 

good governance are the key words. To protect the consumers from any kind of 

harassment it is necessary that they must be educated and made aware about 

the Act and redresssal mechanism under the Act. In one of the case a person 

owning a bicycle in Ludhiana wanted to park it in cycle stand. There he was 

asked for ` 2 instead of ` 1 and was ill-treated by the man there. He filed a 

complaint before the District Forum. The District Forum dismissed the complaint 

on the ground that it is an insignificant matter. The person had a zeal and 

conviction towards the system, so he filed an appeal in SCDRC for a matter 

which appeared to be insignificant to all though it was his right. The SCDRC 

stood up to the expectation and gave 10,000 as relief and said that the cycle 

stand should prominently indicate the rates. A revision was filed by the railways 

against the decision. The NCDRC decided the matter in the favour of the person. 

This decision must have provided a feeling of empowerment to the person who 

has taken so much pain to fight for his rights. In another case a reservation of an 

old couple was cancelled to accommodate the minister and the couple was given 

80

only seating accommodation. The old couple filed a complaint before Chennai 

SCDRC where it was held that for minister a bogie can be attached but you 

cannot cancel the reservation already made. Such decisions give a feeling of 

empowerment and satisfaction to the public that there is somebody to take care 

of them. As part of District Forum we can use it as a platform for empowerment of 

the people. Our fair play can also go a long way in ensuring good governance. 

Telephone, housing, other public services are the area where transparency and 

good governance can be brought in by the judgments of the District Forums. 

The government is also taking other initiatives to bring openness and 

transparency in the system and to make the system more consumer friendly. For 

example Public Service Guarantee Act has been enacted by a number of states 

like M.P., Bihar. The services which have been enumerated in the schedule are 

to be given in the specified time and if they are not given then high penalty can 

be imposed. Such laws if implemented in true spirit can go a long way in bringing 

good governance in the system. 

The Presidents and Members besides performing their role as part of the 

quasi-judicial machinery must also take initiative in spreading awareness and 

education among the public. They must sensitize people regarding their rights 

and responsibilities and what they can do. There is also need to introduce ethics 

and morality in the working of the District Forums. He advised the participants 

that humanity, integrity, patience, uprightness, purity of body and mind, straight 

forwardness are some of the qualities which increase the knowledge (Gyan) and 

have to be possessed by all in public services. Equality of others with one self 

and desire to bring good of all is what we should try to achieve. If we try to bring 

these virtues then it will not only help us perform our duties as members of the 

quasi-judicial machinery but help in other aspects of life as well. 

He said that we may build any institution but it is not enough unless people 

go there with a real motivation to get justice. Lok adalat is also a good idea to 

give justice to people if adopted and implemented in letter and spirit. The District 

Forum if adopt the mechanism of Lok adalats and implement it properly then it 

can help reduce the pendency. 

81

The programme was divided into a number of thematic sessions. In the 

introductory session Prof. Suresh Misra illustrated the need and importance of 

Consumer Protection in the emerging world order. He focused on various 

problems being faced by the consumers and illustrated the lack of concern 

among the business towards consumer welfare. He also gave a comprehensive 

picture of the international dimension of Consumer Protection and traced the 

growth of consumer movement. He highlighted that it is in the interest of the 

business to provide quality products and services to the consumers. Dr. Sapna 

Chadah in her presentation analysed the legal history of consumer protection in 

India and the rationale for enactment of the Consumer Protection Act in 1986. 

She gave a bird‘s eye view of the CP Act and its various provisions. Illustrating 

her point with a number of examples and judgments of the National Commission 

and the Supreme Court Dr. Sapna focused on the outcome in terms of relief to 

the consumers and the development of consumer case law. Dr. Mamta Pathania 

discussed in detail the ways and means to educate the consumer and enhance 

awareness. She also gave an account of the various programmes and policies of 

the Department of Consumer Affairs to educate the consumers. 

Justice J. D. Kapoor, Former President, SCDRC, Delhi 

delivering the Address 

Interacting with participants on the theme Working of Adjudicatory Bodies: 

Procedural Aspects, Justice J. D. Kapoor, Former President, SCDRC, Delhi 

elaborated certain administrative and procedural aspects relating to working of 

District Forums and also clarified a number of legal aspects with the help of case 

laws. The other sessions were on Medical Negligence and Consumer by Dr. 

82

Kiran Gupta, Insurance and Consumer by Shri S.M. Tripathi, Defective Goods & 

Consumer and Banking & Consumer by Dr. G.K. Kapoor, and Housing and 

Consumer by Mr. Rabindra Bana. 


participatory in nature. The 

participants were divided into 

various groups to work on case 

laws. The objective was to help 

the new members to understand 

case law and interpret various 

provisions in a case law. The 

participants presented their 

reports and the presidents gave 

their comments on the analysis of 

case laws followed by discussion. Apart from this the participants were given a 

comprehensive input on Judgment Writing and how a good and effective 

judgment is to be written. A good judgment should highlight the facts and the 

parties should be able to understand the order. The participating members were 

given specific cases on which they had to write their judgments. The judgments 

were discussed before a panel consisting of the Programme Directors and the 

Presidents of the District Forum. 

Participants making presentations during the 

session on “Presentation of Case Law” 

Justice Ashok Bhan, President, NCDRC interacting with the participants 

83

The participants also visited the National Commission and observed the 

proceedings of the Commission. They also met Hon‘ble Justice Shri Ashok Bhan, 

President, NCDRC and Hon‘ble Justice Shri R.C. Jain, Member, NCDRC. They 

inquired about the working conditions at the forums and problems faced by the 

Members. They also clarified a number of doubts, relating to honorarium and 

legal interpretations of the provisions of the CPA, raised by the participants. 




Very Well 

structured 



Very 

un-structured 

19 5 1 - 



19 6 - - 


handle 


19 6 - - 




12 12 1 - 

84



Extremely 

relevant 

Considerably 

relevant 



18 7 - - 


Satisfie 

d fully 

Satisfied to 

a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 



accommodation 


service 

d. Class room 

Facilities 


the Faculty 

NC/ 

NA 

10 6 6 - 3 

7 9 6 - 3 

21 3 - - 1 

17 4 1 - 3 

f. Recreation Facilities 8 6 4 - 7 

85


Sl. 

No. 


Excellent 

Very 

Good 

Good Fair 

NC 

1. Consumer Protection: An Overview Suresh Misra 

Sapna Chadah 

2. Consumer Protection Act/ Rules Suresh Misra 

Sapna Chadah 

18 7 - - - 

18 7 - - - 

3. Consumer Education and Awareness Mamta Pathania 10 8 6 1 - 

4. Art of Judgment Writing Suresh Misra 

Sapna Chadah 

16 4 3 - 2 



Justice J. D. 

Kapoor 

20 3 1 1 - 

6. Defective Goods and Consumer G. K. Kapoor 12 10 2 - 1 

7. Banking and Consumer G. K. Kapoor 12 10 1 - 2 



Sapna Chadah 

16 4 4 - 1 



Sapna Chadah 

17 6 2 - - 

12. Insurance and Consumer S. M. Tripathi 14 7 4 - - 


Sapna Chadah 


Sapna Chadah 

15 8 1 - 1 

15 6 3 - 1 

86


All 7 



Insurance and consumer 6 


Consumer Protection Act/ Rules 3 



Overview of Consumer Protection 2 


None 8 

Consumer Education and Awareness 2 


Judgment Writing 1 




5 9 1 - 


your work 

Yes No NC 

20 5 - 

87

Recent trends of the Hon‘ble Supreme Court and National Commission 

were highlighted by different speakers in different fields. 

Learnt how to appreciate evidence before writing the judgment. 

Training was useful in deciding the cases. 

Good information on medical negligence was given. 

The training will be helpful in day to day functioning and in deciding 

cases. 

Material supplied on each subject will perhaps improve our working in 

quality disposal of cases pending before the forum. 

It gave an opportunity to go through the case laws and procedures 

relevant and necessary for working of the consumer fora. 

It has cleared any doubts about the provisions of the Act. 

Relevant consolidated knowledge was given by the speakers through 

discussion. 

Learnt how to give justice in the consumer fora. 

Learnt new approaches to handle relevant matter before us. 

12. Any other comments/ observations you wish to make about the 

course. 

Evaluate the performance of Members and Presidents and send the 

same to respective SCDRCs. 

Very helpful course. 

Time span for the lecturers should be there. 

Latest case laws should be provided 

Areas like the misuse of CPA should also be introduced. 

The training should also be given in Hindi. 

The training improved the knowledge in the area. 

It was useful. 







88




Registrar, Academic Support), and Shri Rajesh Kumar (Training Assistant) 


We would also like to take this opportunity to acknowledge our gratitude 

to Dr. Rakesh Hooja, Director, IIPA for his guidance, encouragement and proactive 

interest. We are also thankful to our colleagues in the Centre for their 

unstinted support and co-operation but for which the programme could not have 

been organised in a befitting manner. The credit for success of the programme 

goes to the entire team. We are also grateful to the Hon‘ble President and 

Members of the National Consumer Disputes Redressal Commission for 

providing opportunity to the participants to visit the Commission and observe its 

proceedings. In this regard efforts and support provided by Shri. H. D. Nautiyal, 









89

Workshop cum Seminar 

on 


at 

Shaheed Bhagat Singh, New Delhi 

(Sept. 23, 2011) 

The Centre for Consumer Studies (CCS), IIPA, New Delhi in collaboration 

with the Department of Commerce, Shaheed Bhagat Singh College, New Delhi 

organized Workshop cum Seminar on “Consumer Protection and Consumer 

Welfare‖ on September 23, 2011. The objective of the seminar was to acquaint 

the students with the theory and practice of consumer welfare and also generate 

awareness among the students regarding their consumer rights. Nearly 100 

students and faculty members of the college attended the seminar. Dr. P.D. 

Shenoy, Former Secretary, GoI and Former Member, NCDRC, Delhi inaugurated 

the programme. Shri Patrick Von Braunmuehl, GIZ and Shri Y. S. Jafa, IPS 

(Retd.) and practicing advocate were the key speakers on the occasion. 

In his Welcome Address, Prof. G.K. Kapoor, Principal, Shaheed Bhagat 

Singh College emphasized on the relevance of Consumer Protection in the 

present era of liberalization, privatization and globalization. He said that the 

empowered and aware consumer is an asset to the country. The students, who 

are future of the nation, should be aware about their rights and obligations as a 

consumer and also spread awareness among the public. 

In his Introductory Remarks Dr. O.M. Aggarwal, Professor, Department of 

Commerce and Convener of Seminar said that we all, rich or poor, literate or 

illiterate, urban or rural are consumers of goods and services. And in our capacity 

as consumers we get cheated and befooled by the unscrupulous and unfair trade 

practices by the market forces. In such a scenario it becomes important for all of 

us to be aware of our rights as consumers and exert the same wherever required. 

Besides this there is need to spread this awareness to all in the society. In this 

the students can be an instrument of change and can spread the awareness and 

education to the masses. With this objective in mind this workshop cum seminar 

has been organized. 

90

Dignitaries lighting the lamp 

In his Inaugural Address, Dr. Shenoy provided an overview of Consumer 

Protection Act and enlightened the participants on the concept of Medical 

Negligence and remedies under CPA. He said that the Consumer Protection Act 

was enacted in 1986 in furtherance of the U. N. Guidelines on Consumer 

Protection of 1985. The CPA is a benevolent piece of legislation meant to protect 

the consumers against defective goods and deficient services. The remedy under 

CPA is in addition to and not in derogation of any other law in force for time 

being. The definition of consumer under the Act is very wide and every person is 

a consumer in one form or the other. The Act provides for speedy, inexpensive 

and simple remedy. There is no need to engage an advocate and the consumer 

can present his case himself. So whether it is unsolicited telemarketing which is 

interfering with your privacy or misleading advertisements on T.V. which are 

misleading you, all can be taken care of by Consumer Protection Act. Today 

there are more than 200 channels including the local language which are giving 

all sort of news and views which are false and misleading the public and forcing 

them to buy all sort of junk products. Even the gold jewellary which is being sold 

by the goldsmith is not pure and the buyers are being deceived. 

91

Dr. P.D. Shenoy, Former Member, NCDRC, Delhi delivering the 


In the service sector all the services are covered under the Act. Education 

is one such service which falls within the ambit of the Act. The students can 

agitate the matter for any deficiency in service on the part of the university before 

the forum. The services by the doctor and hospitals also fall under the purview of 

the CPA. The principal objective of the medical profession is to render services to 

humanity with full respect for human dignity. However, today the principle is that 

the God heals and doctor takes fees. As per JAMA estimates, in U.S. an 

estimated one million people suffer from medical error as compared only ½ 

million from motor vehicle accidents. He said that one of the first duty of the 

doctor as per Sir William Osler is to educate the masses not to take medicines, 

but now the physicians are doing just the opposite. A problem which requires 

simple gargling a doctor prescribes antibiotics. Sometimes it becomes difficult to 

get appointment with government doctor and he just devotes few seconds to 

examine and prescribe medicine to the patient. 

Though there is an Act to prevent female feticide still million of unborn 

children are killed every year and sex ratio is deteriorating. In one of the 

incidence several infants in government hospital died because of the killer I.V. 

Drip was given to them. As per WHO report less than 60 seconds are devoted by 

the doctor on each patient. The prescription written by the doctor can only be 

92

ead by the doctor or God. There are all sorts of malpractices which are prevalent 

in the profession like in Kerala 21 cesareans were performed in two days merely 

because the doctors and nurses wanted to enjoy the holidays falling on 

subsequent days. 

The medical profession is said to be most noble profession. There was a 

time where the patient had trust on family doctor and never questioned his 

prescription. But now as soon as patient enters the clinic all sort of tests are 

prescribed without applying mind. It has become a pure commerce. However 

every medical error cannot be termed as medical negligence; it needs to be 

proved. A reasonable doctor is supposed to prescribe reasonable treatment as is 

given by the ordinary competent man of his profession. If two treatments are 

recognized and one is applied it is not medical negligence. Medical profession is 

a service under Consumer Protection Act though not specifically mentioned 

under the Act. In Indian Medical Association vs V.P. Shantha, the Supreme Court 

has clearly held that patient as well as his wards are also consumers under 

Consumer Protection Act. In Jacob Mathews case a distinction was made among 

criminal medical negligence, civil negligence and medical negligence under 

Consumer Protection Act. Bolam test which is applied by all the courts in India 

requires reasonable degree of skill and knowledge. 

He explained the concept of medical negligence with the help of a number 

of decided cases. He said that the National Commission has held in Shivprakash 

case that it is mandatory for the hospital that records should be given to the 

patient within 72 hrs. In Ramdev Prasad case the patient had fused fingers of 

hand and feet. The doctor did excellent job and separated all the fingers of hand 

and feet except two, it was held that there is no negligence. Similarly where by 

chance tubectomy operation failed there was no medical negligence; however, 

the hospital was directed to do MTP and other treatment free of cost. Where the 

gauze was left inside the nasal cavity during the operation which started smelling 

or where allopathic treatment is given by Homeopathic doctor are clear cut cases 

of medical negligence and the patient need not prove anything. The doctor is 

supposed to take the informed consent of the patient before he starts the 

treatment and in case the consent of the patient is not taken it amounts to 

deficiency in service. 

93

To file a complaint under the CPA the consumer may suffer actual or 

future loss. In case of any physical harm or mental agony he can file a complaint 

under the Act and ask for compensation. The consumer should know what his 

rights are and what remedies are made available to him under the Consumer 

Protection Act in case of deficiency in service or defect in goods. The complaint 

can even be filed by a voluntary consumer organization or government on behalf 

of the consumer. 

Shri Patrick Von 

Braunmuehl, GIZ addressed the 

participants on ‗Sustainable 

Consumption-Role of Consumers 

in Environment and Climate 

Protection‘. He said that in next 

30 years people living in urban 

areas will double putting 

extraordinary pressure on the 

resources for more housing, food, 

water and transport. 80% of our 

energy supply at present is by renewable / natural resources. One of the major 

global challenges today is: If people continue to use the same amount of energy 

as they do we would need four earth like planets to provide the natural resources 

needed for this by the year 2050. The decisive question today is how can our 

economies continue to grow and we continue to improve our livelihood on equal 

footing without destroying mother earth. The only solution lies in changing our 

consumption patterns in such a manner that we fulfil our needs without 

jeopardising the future of the coming generations. As the environment protection 

also means protection of citizen and consumers. 

Shri Patrick Von Braunmuehl, GIZ addressing 

the participants 

94

Participants in the Workshop 

He said that India has also become a major polluting country. It has 350 

million population in cities today which is likely to grow to 915 million by 2050. 

India has become 3 rd largest CO 2 emitter after US and China. Rich upper middle 

class and middle class which are expanding are responsible for this. When we 

talk about sustainable consumption question arises, can we continue with such 

expansion in consumption patterns. India has over 1 billion consumers who are 

heterogeneous group as regards income, literacy, living standards, urban and 

rural divide. However, the overall awareness regarding the impact of their 

consumption and environmental concern is low. Only 12% considered the 

environment impacts of the products before purchase. 89% said that they are 

interested in purchasing sustainable products. 40% are ready to pay upto 10 

percent more for sustainable products. In west which is basically responsible for 

CO 2 emission, people are now more aware about sustainable consumption. The 

sale of green products has arisen many folds. There is new trend for green 

economy. 

To bring sustainable consumption at the individual level there is need to 

bring a change in consumption behavior like change in food habit -shifting to 

vegetarian diet, investing in long term products which will last longer, investing in 

star rating products, switch off the appliances when not in use to reduce the 

energy consumption, reducing and recycling the waste. For this there is need to 

95

educate consumers on certain practical aspects like: how to buy; how to 

consume; how to live in harmony with the environment; how to have a sutainable 

lifestyle; how to sustain resources; and how to protect environment. For 

sustainable consumption there is need to raise awareness and educate 

consumers, inform them about sustainable products, improve sustainable 

products and eradicate unsustainable products. To reduce unsustainable 

behaviour there is also need to introduce more sustainable products in market 

like products with ecomarks etc. Imposing taxes and introducing incentives can 

also help to change behavior of both the business and consumers. 

Shri Y.S. Jafa, (IPS Retd.) 

and Consumer Activist was the 

other resource person in the 

seminar who made a brief 

presentation on ‗Consumer 

Protection in India‘. He said that we 

all are silent sufferers. In a country 

of one billion people hardly 1% 

agitate and only 40% get relief 

because of the delay caused. Now 

a days there are problems faced by 

consumers with almost every purchase they make. The vegetables are injected 

with dye, the sweets are adulterated. Goods which we use are fake or 

adulterated. In such a scenario there is need to provide adequate protection to 

the consumers and also to educate them about these remedies. He was of the 

view that with various redressal mechanisms now available in India, they are 

slowly becoming consumer friendly, but a lot still needs to be achieved. He dealt 

with the provisions of the CPA in detail, explaining the intricacies of the Act. He 

explained all this with the help of the decided case laws. He explained the 

procedure to be followed in filing a complaint in the consumer forum. He 

explained the three tier structure which is established under the Consumer 

Protection Act and the territorial and pecuniary jurisdiction of the consumer 

forums/ commission. He said that the Consumer Protection Act is a very simple 

Act and the procedure to be followed is also simple, less time consuming, and 

free from procedural intricacies. He provided some tips to the students by which 

96 

Shri Y.S. Jafa, (IPA Retd.) delivering a 

brief presentation

they could prevent from being exploited. These included: get a receipt, find out 

about the warranty and other particulars, preserve all relevant documents for 

proof, and always write letters to the company regarding your complaint through 

Regd. AD or speed post atleast twice at regular interval. He also elaborated the 

procedure laid down in the Act and Rules for filing complaints and what 

precautions to be taken. 


Through illustrations he compared the concept of business ethic in India 

and the western countries and highlighted the areas where the market also needs 

to become more consumer friendly. He explained the changing attitude of the 

service providers through certain illustrations. He also discussed certain 

problems being faced by the quasi-judicial machinery which is making it difficult 

for the consumers to get relief. He also illustrated the problems faced by the 

consumer through the complaints failed by him. He advised the participants to 

read the CPA and start agitating the matter. Keep the receipt carefully. Always 

send your complaint to the trader in writing instead of talking over the phone. You 

can send the letter and e-mail. He explained the limitation jurisdiction and other 

pitfalls under CPA which must be kept in mind by the consumer. It is a beautiful 

piece of legislator but implementation is poor. He explained the procedure to be 

followed by the complainant. The Act provides that 3-5 months is the time within 

which the case should be decided. However some of the cases are not even 

listed for hearing in three months. The Act is very good but there are other 

97

problems Presidents and Members are not properly trained, the records are not 

managed properly. However, the good thing is that the law is developing and the 

courts have started adjudicating. The law is being clarified. The market is still a 

seller‘s market. The consumer still has a weapon which can always be used. 

The seminar also included paper presentations on various aspects of 

consumer protection by students as well. The students made presentations on 

topics like Consumer Protection Act-A New Beginning; the Redressal System 

under CPA; international Consumer Movements. The seminar was very 

interactive and in the question answer session the students raised a number of 

questions which was clarified by the speakers. The seminar concluded with a 

vote of thanks by the faculty member of the Centre for Consumer Studies, IIPA. 


Workshop Coordinator 

98

Consumer Protection Act Silver Jubilee Celebration Two Day 

Workshop on 


(September 30- October 1, 2011) 

A Consumer Protection Act Silver Jubilee Celebration Two Day Workshop on 

Consumer Protection and Consumer Welfare was organized by the Centre for 

Consumer Studies, Indian Institute of Public Administration, New Delhi in 

collaboration with IIPA Puducherry Branch from September 30-October 1, 2011. The 

Department of Consumer Affairs, Government of India, sponsored the programme. 

65 participants attended the programme. 


 

enhance the knowledge and skill of the participants in the area of 

Consumer Protection and Consumer Welfare; 

 

 

 

 

understand the need and importance of Consumer Protection and Welfare 

and the role of various stakeholders; 

explain the various provisions of the Consumer Protection Act and other 

legislations having a bearing on Consumer Protection; 

discuss the legal dimensions of Consumer Protection in different service 

sectors such as medical, banking, insurance, etc 

enhance knowledge and skill to provide consumers with information 


Dr. R.R Dhanpall delivering the Welcome Address 

The Programme commenced 

with a Welcome Address by Dr. 

R.R Dhanpall, Chairman, IIPA 

Puducherry Branch. He briefed 

the participants about the 

objectives of the programme and 

the topics to be covered. Shri 

Ashok, Vice Chairman, IIPA 

Puducherry Branch welcomed 

the guest with flowers. 

99

Dr. S. Kanagasabai, Director, 

Planning and Research, 

Government of Puducherry while 

delivering the Special Address said 

that Consumer Protection is an area 

of immense importance. Everybody 

is a consumer in one or the other 

way and as a lot of adulteration is 

taking place in products these days 

therefore there is a need to look after 

these aspects .Talking about the 

Dr. S. Kanagasabai delivering the Special Address 

consumer awareness he said that the Centre for Consumer Studies, IIPA is doing 

a commendable job by taking the consumer issues in toto and making the 

consumers all over India aware of the C.P Act and also about the consumer 

rights. 

Thiru P. Mathew Samuel, 

Special Secretary, Civil Supplies 

and Consumer Affairs, 

Government of Puducherry in his 

Inaugural Address said that today 

with the advent of liberalization 

things have changed. Due to lack 

of activism in this area today we 

are confronted with numerous 

problems such as deficiency in 

services, adulterated and spurious 

Thiru P. Mathew Samuel, Special Secretary, Civil Supplies 

and Consumer Affairs, Govt. of Puducherry delivering the 


products which are further leading to health hazards. He stressed that due to 

various marketing gimmicks the problems are rising in number as nowadays the 

problems and deficiencies come in good and attractive packages and therefore 

consumer protection has become more important in the present scenario. 

100


Professor, CCS, IIPA while 

addressing the participants said 

that to make people aware of the 

consumer rights, the redressal 

machinery, and also to provide 

better services there is a need to 

develop confidence among 

consumers, making them self 

reliant by providing them 

information regarding Consumer 

Protection Act and rights. 


Prof. Suresh Misra delivering a lecture in the First 

Thematic Session 

The Programme was 

divided into a number of 

thematic sessions; Consumer 

Protection: An Overview by Prof. 

Suresh Misra provided an 

overview of the law and policy 

framework for Consumer 

Protection and Consumer 

Welfare in India while Consumer 

Protection Act/Rules gave a 

comprehensive picture of various 

consumer laws and particularly the Consumer Protection Act. A session on 

Consumer Education and Awareness highlighting the various schemes and 

programmes of the Department of Consumer Affairs aimed at generating 

awareness was covered by Dr. Mamta Pathania. 

Other themes covered were Consumer Grievance Redressal: Working 

of Consumer Forums by Shri A. Asokan, Medical negligence and Consumer 

by Dr. G. Vedanthadesikan, Insurance and Consumer by Shri R. Balaji, 

Electricity and Consumer by Dr. G. Vedanthadesikan and Shri Ravi, Banking 

and Consumer by Shri R. Balaji .The main thrust of the programme was to 


101

consumers in various service sectors and the process of redressal of their 

complaints. 

On the concluding day, 

Shri V. Narayanaswamy, 

Hon‘ble Minister of State, P M 

Office & Personnel, Public 

Grievance & Pensioner‘s 

Welfare, GOI graced the 

valedictory session with his 

presence. In his Valedictory 

Address he congratulated IIPA 

for the initiatives with regard to 

carrying the consumer 

Shri V. Narayanaswamy, Hon’ble Minister of State, PM 

Office & Personnel, Public Grievance & Pensioner’s 

Welfare, GoI delivering the Valedictory Address 

movement forward by the Centre for Consumer Studies under the able 

leadership of Prof. Suresh Misra. Describing the origin of IIPA, the Minister 

highlighted the importance of IIPA as a pioneering institution in the field of 

training and action research. Talking about the importance of C P Act, he said 

that the aspirations of the people have changed with the changing economy 

due to competition and therefore choices to consumers are numerous, be it be 

products or services. But due to this variety and choice the consumers are on 

the other hand being exploited by the shopkeepers due to ignorance and lack 

of practical implementation of the laws and policies. He stressed that there is 

a need to revisit the Act as the present system is not able to lessen the gap 

between the theoretical and practical application of the C P Act. He further 

added that RTI can be an architect to create awareness with regard to 

Consumer Protection. He said that the C P Act needs to be improved as the 

present rate of awareness in different states is not sufficient. Fine tuning of the 

Act is what is required to make the consumer movement reach the masses. 

102

Shri 

Narayanaswamy 

also answered to many of the 

questions addressed to him in 

the session by the participants 

on different aspects of 

consumer Protection and 

related issues. The certificates 

were distributed by the 

Minister to the participants in 

the end of the session followed 

Shri Narayanaswamy answering to the 

questions of the participants 

by a formal vote of thanks by the Shri R. Narasimmamurthy, Treasurer, IIPA 

Pudducherry Branch. The programme was appreciated by the participants, 

who were of the view that such programme are useful and should be held at 

regular intervals. 




103

The Inter School Competition on Consumer Awareness 

(19 October, 2011) 

An Inter School Competition on Consumer Awareness was organised by 

the Centre for Consumer Studies, the Indian Institute of Public Administration, 

New Delhi in collaboration with the Gen X Consumer Club of the Air Force 

School, Subroto Park, New Delhi on 19 th Oct 2011. The Department of 

Consumer Affair, Government of India, sponsored the competition. 13 leading 

Schools from Delhi participated in the competition. The competition included 

three events -Poster Making Competition, Group Song Competition on Consumer 

Awareness and Power Point Presentation. 

Chief Guest Dr. P. D Shenoy lighting the lamp 

The objective of the competition was to create awareness among the 

students in the areas of consumer rights, duties & responsibilities of consumers 

and role of individuals as consumers in the society. It was an effort to make 

students understand the role & importance of Consumer Protection. 

The Poster Making Competition was organized for two levels of students 

i.e. Group A – Junior level (classes VII, VIII, IX) and Group B- Senior level 

(classes X, XI, XII). The themes assigned to the groups were – Group A (Junior 

level) – Safe Drugs and Group B (Senior Level) – Energy Conservation. The time 

duration for the competition was one hour and one participant from each group 

104

had to make a poster with an appropriate slogan. Similarly the time duration for 

the group song Competition was 15 minutes and similarly for PowerPoint 

Presentation Competition also it was 15 minutes 

The programme started with a floral welcome of the Chief Guest and the 

judges followed by lighting of the lamp. The chief guest for the function was Dr. P 

D Shenoy, Former Labour Secretary GOI and member of NCDRC. The other 

dignitaries who graced the occasion were Prof. Suresh Misra, Chair Professor 

and Coordinator, Centre for Consumer Studies, IIPA, Prof. V K Sharma, 

Professor Disaster Management, IIPA, Dr Mamta Pathania, Assistant Professor, 

Centre for Consumer Studies, IIPA, Dr Jayshree Pillai, Associate Professor, 

Deptt of Political Science, Miranda House, Dr Sheetal Kapoor, Associate 

Professor & Convenor of Consumer Club, Kamla Nehru College, Mrs Sarita 

Gupta and Ms Priyanka Misra. 

Mrs. Deepika Thapar Singh, Principal TAFS delivering the Welcome Address 

Ms. Deepika Thapar Singh, Principal TAFS gave the Welcome Address 

and thanked IIPA for trusting and believing in TAFS. 

105

Dr. P D Shenoy delivering the Inaugural Address 

Dr. P D Shenoy in his inaugural address highlighted the importance of 

Consumer Protection in day to day life. Stressing on the importance of consumer 

rights he emphasized that consumers should not only focus on their rights but 

also try and think about consumer responsibilities which are equally important. 

He said that information enhances our awareness and knowledge of our rights 

and responsibilities. Armed with information, consumers can make good choices 

and wise decisions. He highlighted that consumer safety is another aspect which 

needs to be given due attention and especially children should take due care of 

safety instructions on products while purchasing and using products. One should 

not fall victim of the false claims made by certain advertisements which target 

young children and thus lure them to buy different products. He also emphasised 

on conservation of energy. 

Participants in the Poster Making Competition 

106

Judges for the Competitions 

The results of the competition were declared by Dr Mamta Pathania, 

Assistant Professor, IIPA and the prizes were given away by Prof. Suresh Misra, 

Chair Professor and Coordinator, CCS, IIPA. 

Prof. Suresh Misra giving the Running Trophy to the winners- 

Birla Vidya Niketan School, Saket 

The prizes and certificates were given to 3 students from Group A and 3 

from Group B. However certificates were awarded to all the participants. Three 

prizes each were awarded to the students in the Group Song and Power point 

competitions also. The Overall Trophy for the event was won by Birla Vidya 

Niketan School, Saket .One poster was chosen for getting it published it as a 

New Year Card by the Centre for Consumer studies (Annex-I). 

107

Participants in the Group Song and PPT Competition 

Out of the total posters some posters were selected by the Centre for 

Consumer studies for getting them published with the students name & school for 

the next year‘s calendar. (Annex. -II) The programme ended with a Vote of 

thanks by, Mrs Kanta Panwar , Vice Principal ,The Air Force School, Subroto 

Park, New Delhi. 

The report would be incomplete, if we do not record our appreciation to 

Mrs. Deepika Thapar Singh, Principal, The Air Force School, Subroto Park for her 

support and cooperation in conducting the programme. Mrs. Lomina Rajiv, Mrs. 

Debolina Mukherjee and other staff members of the school deserve special 

mention for their support. 



interest. The Secretary, Additional Secretary and Joint Secretary, Department of 

Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution, 

Government of India, deserve special thanks for sponsoring the Centre for 

Consumer Studies and reposing confidence and trust in the Indian Institute of 

Public Administration, New Delhi. 


Course Coordinator 

108


on 

Globalisation, Market and Consumer Protection 

at 

Department of Political Science, 

Kumaun University, Nainital 

(November 1-2, 2011) 

The Centre for Consumer Studies, IIPA organized two day National 

Seminar on ―Globalisation, Market and Consumer Protection‖ on November 

1-2, 2011 in collaboration with Department of Political Science, Kumaun 

University, Nainital. Around 100 participants participated in the seminar which 

included academicians from various universities in India, researches, members 

from civil society organizations and students. In the seminar around 35 papers 

were presented on the impact of globalisation on consumerism and need for 

protection. 

Lighting of Ceremonial Lamp by the dignitaries 

109

The seminar began with 

the Welcome Address by Prof. 

Madhurendra Kumar, Professor, 

Department of Political Science 

and Convener of Seminar. 

He 

welcomed all the dignitaries and 

other participants. He said that 

the Department of Political 

Science has always taken a lead 

in organising seminars on 

contemporary issues of this type. 

Globalization no doubt has opened new channels for consumers. It has made 

variety of goods and services available to the consumers however, it has 

increased the chances of the consumers being cheated because of information 

asymmetries that usually exist with buyers being at the mercy of much better 

informed sellers and so arises a need to protect consumers. It is time to 

overcome this problem through education, legislation and the creation of 

appropriate institutional mechanism. While globalisation may have created 

problems, it provides an opportunity to solve some consumer problems. The 

deliberations at the seminar will no doubt provide ideas and mechanisms to deal 

with the emerging problems. 

Prof. Madhurendra Kumar, Professor, 

Department of Political Science delivering the 


Prof. Suresh Misra, Chair-professor and 

Coordinator, CCS, IIPA addressing the participants 

Prof. Suresh Misra, 

Chair Professor and 

Coordinator, Centre for 

Consumer Studies, IIPA in his 

address extended a warm 

welcome to all he said that in 

this silver jubilee year of 

enactment of the Consumer 

Protection Act we are 

organising a series of 

programmes on a number of 

issues of seminal importance 

110

elated to consumer protection to generate awareness among consumers about 

their consumer rights. One of the objectives of this seminar is also to integrate 

university/ colleges in consumer movement. The idea is to provide a platform to 

various people from disciples to carry such activities. The Centre for Consumer 

Studies was established in 2007 with aim to generate consumer awareness. We 

organise training programme, seminars, conference and also conduct research. 

We also hold workshops for faculty members in Research Methodology and 

Consumer Protection. The idea is to involve teachers and students in the 

consumer movement as they can be instrumental in taking the message to the 

society. 

Though the consumer movement is very old in the country but it has not 

taken up in the way it should have been. There is need to take the movement 

forward especially in the era of globalisation when the consumers are bombarded 

with all sort of goods and services about the quality of which the consumer has 

no surety. At present we had left it on the government. and NGOs to take the 

whole responsibility. But the consumer movement will not become effective 

unless the consumers join the movement. Our objective is to integrate teachers, 

students in the movement to make it more effective. 

Address by Prof. B.R. Kaushal, Director, DSB 

Prof. B.R. Kaushal, 

Director, DSB Campus in his 

address said that free flow of 

goods has influenced the life of 

all of us irrespective of region 

and country. Economic factor 

now governs the international 

relation and market forces are 

influencing consumer. This no 

doubt has enhanced competition 

and has stimulated 

innovativeness, 

quality 

improvements, and cost effectiveness. However, this free market is associated 

with both advantages and disadvantages. Most free market products and 

services have relatively short life cycles as they become obsolete very soon 

111

either technologically or psychologically. Now most of the consumer decisions 

are influenced by advertisements leading to a major impact on purchase 

decision. All sort of wrong information is being passed on to the consumers 

through advertising. Consumer is in state of dilemma. How to address these 

issues that pinch consumers is the major problem in this era of globalisation. 

Functionaries have to ensure that consumers‘ interests are protected. And still 

pertinent is the question as to how to protect the interest of poorer and vulnerable 

sections of society. Some meaningful suggestions will definitely emerge from the 

deliberations in designing the two days throwing some light on important issues in 

the globalised markets. 

Prof. Sanjeev Kumar Sharma, Professor, Department of Political Science, 

CCS University and General Secretary, IPSA was the Guest of Honour on the 

occasion. In his address he said that the evolution of state has been for overall 

development of individual which also relates to personal rights. That‘s why it is 

very important concentrate on individual‘s development instead of laws and 

institutions. In the move of individual becoming a consumer rather than a citizen 

he has forgotten his duties toward state and his rights have become more 

important. He is concentrating merely on his rights as consumers. In this scenario 

the individual has high expectations from the state. It is expected that the state 

will protect the individual from any kind of injustice done by the market forces. 

Today besides concentrating on institutional and legal development, there is also 

need to concentrate on individual development, for development of a good 

citizen. 

Prof. R. R. Jha, Director, 

Canadian Studies Development 

Programme, BHU, Varanasi in his 

address said that it is sad that 

universities have not taken much 

interest in the issues of social 

concern and have forgotten that 

university can play a very 

important role in nation building. 

Now government has realised this 

Prof. R. R. Jha, Director, Canadian Studies 

Development Programme, BHU speaking on 

the occasion 

112

and has started integrating universities in many socio-economic issues. This is 

very important if India has to emerge as a strong nation in the global front. The 

students are required to rope in important issues like consumer protection and 

this has to start from the school level. Marx has long back said that change in 

technology has led to changes in society. The emergence of information 

technology has brought in globalisation of economy and emergence of global 

markets. Today the emphasis is on market. The question is: what the end product 

of globalisation is Even in this globalised world the gap between rich and poor is 

increasing. Does that not necessitate that we think about globalisation seriously. 

We have to regulate market and the state has to play interventionist role. We 

need to examine whether the borders have really vanished. What changes have 

occurred, how markets really function Are consumers really protected in the 

market place; If not what remedies they have. The affect of globalisation has to 

be seen both in developed and developing countries. How privatisation is 

functioning; is it effective These issues need to be deliberated upon in the two 

day seminar for better protection of consumer rights. 

Prof. Girijesh Pant, Vice- 

Chancellor, Doon University in his 

Inaugural Address said that the 

relationship between globalisation, 

market and consumer protection is 

of strenuous kind. Globalisation is 

market driven phenomenon. Prime 

mover in capitalism is profit. It is to 

enhance the rate of profit, 

essentially to enhance and 

maximise the profit. The main 

Prof. Girijesh Pant, Vice-Chancellor, Doon 

University delivering the Inaugural Address 

motive of development of Information Communication Technology is also to 

enhance profit. This phenomenon is gradually moving beyond the national 

boundaries. This is what we are visualising today in our country as well. Today 

the development of markets is taking place globally. You will find that even the 

developed markets are undergoing a change. Now the concerns for such markets 

are also global markets. We call India an agrarian economy but the truth is that 

maximum people depend on service sector. 8 to 9% growth comes from the 

113

service sector. ADB report tells that by 2050 more than 50%of GDP will come 

from Asian countries. The report also states that even Chinese economy growth 

rate too depends on South Asian countries. As we are in a very interesting time 

many assumptions on which we were building state and markets are undergoing 

change. On one hand we are seeing polarisation and shrinking of national 

economies and people are getting excluded from market. Second the growth is 

dispersed which was confined earlier to western countries in light of maximisation 

of profit. The new growth which has emerged in developing markets has created 

new emerging middle class. It is very well defined by market forces. Much of our 

consumer behaviour is now influenced by what is happening on global market. 

Participants during one of the sessions 

The Indian market is undergoing a very radical change. The globalisation 

on one side empowers consumers and on the other side disempowers with the 

information it gives. The internet gives you a new space and all sort of 

information which empowers the consumer to make better choices and on the 

other hand Tsunami of information puts you in lot of confusion. He is confused as 

how to make choices. This is a paradox of globalisation. Since the scale of 

market has increased tremendously 1/15 th of total population is middle class it is 

going to become 30% in times to come. Our taste and preferences are now 

driven by something coming from outside. A significant part of our consumption 

today is what was once part of western society and is coming from western 

markets. As markets are getting integrated into the global market, the products 

from all over the globe are becoming part of this market. 

114

Participants of the National Seminar 

Dynamic changes are being witnessed in the market. In the absence of 

strong state a number of malpractices are coming into the market. Ethics are 

being ignored by markets. When states within the global market are loosing their 

power then the challenge is how to control the markets. Technology for the first 

time has given tremendous power. There is need to link consumer movement 

with technology as the consumer is passive participant and not so powerful to 

bargain in the market. By linking the consumer movement with technology the 

consumers can be given a lot of information which he does not have at present. 

The market forces are using this technology through advertisements and are 

trying to influence our consumption patterns. Markets are very powerful and the 

state weak in globalisation. The only way to protect ourselves is through our own 

initiatives. The state is becoming more of a facilitator and consumers themselves 

should take initiative in this movement. Empowering the consumer means 

empowering ourselves. The consumers have to be a stakeholder in defining 

business ethics. The students look forward to their teachers for their behaviour. 

There is need for the teachers also to bring change in their behaviour as it would 

send a positive message to the students. The teachers should join in the 

consumer movement which will motivate even the students to participate in it. 

The teachers and students can definitely play an important role in fighting against 

the evils of market. 

115

In her Presidential Remarks Prof. Lata Joshi, Officiating Vice Chancellor, 

Kumaun University said that consumer protection has become an important and 

relevant topic in this globalised world where the markets have become much 

more powerful. Science and technology has made the world a global village. Now 

things manufactured in one country can be sold and bought in any country across 

the world through the internet. Thereby marking a variety of goods and services 

available to the consumers; but it needs to be seen at what cost. We need to 

introspect where we stand today and in which direction we have to move from 

here. We in India have escaped ill - consequences of over consumption and 

luxury life style till today as we believe in saving for the future. Mahatma Gandhi 

has once said that ―the earth has enough for everyone‘s need but not for greed‖. 

We in India have taken the advantage of outsourcing in many sectors which has 

benefitted even consumers. However globalisation is socio – political issue which 

needs to be properly regulated by all countries rich or poor. Besides regulation by 

the government there is also need to inform and educate consumers. The 

government should take proper initiatives to regulate issues like misleading 

advertisements which is becoming a menace for consumers in this globalised 

world. I hope that this seminar will be a step to inform all about their rights and 

responsibilities as consumers and will achieve the desired purpose. 

One of the participants presenting the paper 

The seminar was divided into four technical session which in around 35 

papers were presented by various academicians, researchers, and students from 

various universities across the country. The sessions were interactive and 

followed by questions from participants and discussions. 

116

Third technical session chaired by Prof. V.K. Roy, Allahabad 

University and Dr. Ripusudan Singh, BBAU, Lucknow 

The Valedictory Session, the concluding session of the two day seminar 

began with presentation of a brief report by Prof. Madhurendra Kumar, Professor, 

Department of Political Science and Convener of Seminar of the seminar. He 

said that around 30-35 papers were presented on difference aspect of 

globalisation, market and consumer protection in the two day seminar. This 

seminar was one of the landmarks in the series of programme held on the silver 

jubilee year of enactment of Consumer Protection Act. It was an attempt to 

educate and make consumers aware of their rights and remedies available to 

them. The students through this seminar have been introduced to a new area 

about which they were not aware and will be definitely going back with a strong 

orientation on the issue. It is more important to proliferate the message in the 

wider interest of the society. 

Prof. Suresh Misra, Chair Professor and Coordinator, CCS was the Guest 

of Honour on the occasion. He said that even if 10 out of 100 people present here 

take the message along it is a good sign for consumer movement. Around 35 

papers have been presented on various aspects of globalisation, market and 

consumer protection which have raised many pertinent questions and many 

solutions to the problem have been put forward in these two days. Globalisation 

has changed the world, the way we think and consume. Market is very tempting 

today. You go to market with no idea to buy but come out with so many packets 

117

with which you just do not know what to do. He said today the aspirations and 

desires of consumers are very high. The whole theory is ‗Dil Mange More‘. ‗Buy 

one get four free‘ or even ‗buy one get seven free‘, such schemes are nothing but 

exploitation of consumers. What is the economic behind such advertisements 

nobody can make out. We are all victims of these unfair trade practices but we 

don‘t know what to do. We have been lost in the globalised world. But are we 

happy in this world. It has become a competitive world; we want a thing only 

because our neighbour has it. Even if we don‘t have the money to buy it the 

plastic money, EMI schemes help us to fulfil our desires. There are lot of issues 

in consumer movement. We have to decide where we have to stop, to make a 

rational decision. Market has always been tempting but we have to develop a 

control. 

Today the needs and aspiration of present generation are quite different. 

They believe in spending more and more and not saving. There is a need to 

make this generation aware. The younger generation is a generation of 

consumption. The thing which is to be seen is whether we are really happy. 

Happiness is beyond what we are looking at. There has been a transition from 

citizen to customer to consumer. The most of problems we are having are 

basically due to high level of consumption as the desires and wants have become 

needs. The basic objective of the consumer movement is to make people think 

that we really need and how much do we really need. As a society we have to 

decide these issues. The institutions, laws are merely secondary solution to this. 

There is not much difference in attitude among the urban and rural consumers; 

both go on purchasing without applying their mind. 

Most of us are silent sufferers as consumers. We do not take up the issue, 

firstly because of ignorance about our right and also the redressal mechanism 

and secondly we enjoy being cheated. But the people who have gone to the 

Forums and Commissions have got the redress. The sensitivity on consumer 

protection is not there. Telemarketing was a great nuisance but no body took the 

initiative unless one person filed a complaint in the District Forum which went 

upto State Commission and the do not disturb registry was started. Similarly the 

Delhi SCDRC gave relief in the Khandhar Hijacking case for mental agony where 

118

the civil court failed to give relief. Till now 35 lakh cases how have been filed in 

these forums / commissions. 

The Consumer Protection Act was enacted in 1986 and this year is the 

silver jubilee year of its enactment. The irony is that even after 25 years of its 

enactment we are still thinking how to take consumer movement forward. The 

misleading ads, spurious goods and sale promotion schemes are nothing but 

means to exploit consumers. MRP is also a legalized way to befool and exploit 

consumer. The consumer today does not know who is selling the product or 

giving the services. The problem is that the consumer movement is not organized 

and people are not united to fight for their rights. To generate awareness among 

masses the Department of Consumer Affairs has taken up a number of schemes 

and policies. The consumer protection has been added in the school curriculum. 

The consumer club scheme is being revamped to enable schools to involve 

young students more and more in such activities. To generate Awareness there 

is need for the Universities to take initiatives like starting consumer clubs, setting 

up Chair Professor in Consumer Studies etc. These are the things for which there 

are provisions in 12 th plan and the Department of Consumer Affairs, GoI is ready 

to fund. 

When we talk of consumerism we cannot look at ourselves as isolated 

islands. We always get affected by what is going around us. When we buy 

something do ask question, bargain and counter the traders then only he will 

listen to you; whenever you are cheated raise your voice and ask for redressal. 

That is your right. The students and teachers are very important link in this 

movement and have a duty to take this movement forward. 

Prof. R. R. Jha, Former Head, Department of Political Science & Director, 

Canadian Studies Development Programme, BHU, Varanasi, delivered the 

Valedictory Address on the occasion. He said that the globalisation has affected 

our lives both in positive and negative ways. In globalised economies profit is the 

prime motive. The MNCs which are into business of packaged drinking water 

make you feel and understand that water you are getting is not good and we 

should also like the people in the developed world start drinking the packaged 

water. Such campaigns by them though send a wrong message to the 

119

consumers but force them to change their behaviour. In the process of 

globalisation there has been weakening of state. This idea given by the corporate 

world was that there is borderless world. They wanted to use the forces of 

globalisation for their benefit. The basic question is how much of it is by design 

and how much autonomously. 

When you have information technology based society and impact of 

globalisation the society will not remain same, it is bound to change. The state 

has weakened and market has been made important. However, it merely 

highlights the peripheral issues and not the important substantive issues. If the 

principles of democracy can be applied to market then it can act for benefit of all. 

The principles of equality etc. are required to be applied, civil society is supposed 

to fill in the gaps and take over some of the function of the state. The question 

here arises is civil society is in this position in India. It is not so and it has a long 

way to go. The citizen has become customer & customer a consumer. Consumer 

subsides are reducing. The state is not in a position to restrict or check some of 

the forces of globalised market. How much is the civil society in position to check 

this In a developing society like India can we change the forces of globalisation 

If we can we should do; if we cannot then we should try to reduce the negative 

impacts. The consumer is important and so is the consumer protection and 

awareness. What cannot be cured must be endured. The bad impacts of 

globalisation coming from corporate world must be dealt with properly. The 

seminar has no doubt given clarity on a number of issues relating to globalisation, 

markets consumer protection and has definitely made us think and take up such 

issues in future. 

(Mamta Pathania) (Sapna Chadah) (Suresh Misra) 


120

Workshop 

on 


at 

Department of Commerce and Management Studies, 

University of Calicut, Kerala 

(November 11-12, 2011) 

The Centre for Consumer Studies, IIPA organized two day Workshop on 

Consumer Protection and Consumer Welfare on November 11-12, 2011 in 

collaboration with Department of Commerce and Management Studies, 

University of Calicut, Kerala. Around 175 participants attended the seminar which 

included academicians, members of the District Forums, members from civil 

society organizations, representatives of government service providers and 

consumer cooperative societies and students. The objectives of the workshop 

were to: acquaint the participants with the need and importance of Consumer 

Protection and Consumer Welfare; enhance their knowledge and skill in the area 

of Consumer Protection and Welfare. Acquaint the participants with Consumer 

Protection Act and other legislations having an impact on the consumer 

protection; study the functioning of the Consumer Disputes Redressal Agencies 

under the Act; and build their capacity in the area to enable them to take the 

consumer movement forward. 

Dr. M.A. Joseph, Head, DCMS delivering the 


The workshop began with 

the Welcome Address by Dr. 

M.A. Joseph, Associate 

Professor & Head, DCMS and 

Workshop Director. He welcomed 

all the dignitaries and the 

participants and said that the 

workshop has been organised by 

Department of Commerce & 

Management Studies in 

collaboration with Centre for 

Consumer Studies, IIPA and sponsored by Department of Consumer Affairs. The 

basic objective of the workshop is to educate the participants regarding the 

121

Consumer Protection Act and the rights given to the consumer under the Act. In 

these two days various issues related to consumer protection and welfare will be 

covered and it will be deliberated upon as to what needs to be done by various 

stakeholders-government, business, consumers and civil society organisation to 

protect the consumers from the deceptive practices prevalent in the market. 

Prof. (Dr.) K. P. Muraleedharan, Dean, Faculty, Department of Commerce 

& Management Studies in his Presidential Address said that in an attempt to 

produce and sell more the traders and manufactures resort to various unfair and 

corrupt trade practices. In the era of liberalisation and globalisation when there is 

free market economy and international trade, consumer has wide variety of 

goods and services to choose from. In such a scenario he is supposed to be the 

king and rule the market. But it is not so happening. The seller still rules the 

market as he has the information which consumer does not have. The laws which 

are required to regulate have failed. There is also a need for Corporate Social 

Responsibility which enables business houses to adopt ethical practices. But this 

corporate social responsibility has become an eye wash. The need of the hour is 

to educate the consumers on their rights and responsibilities. All of us are 

consumers as consumer, is a person who consumes or uses any good or 

service. The modern technology has made the things more difficult for the 

consumers. In light of this it has become imperative to organise such workshops 

and conferences which educate all about rights as consumers and the 

mechanisms available for redressal of their grievances. The two day workshop 

will have nine sessions on issues like Consumer Protection: An Overview; 

Consumer Protection Act/Rules; Food Safety and Consumer; Consumer 

Grievance Redressal: Working of Consumer Forums; Consumer Education and 

Awareness; Insurance and Consumer; Medical Negligence and Consumer; 

Banking and Consumer; Misleading Advertisement and Consumer, which will 

definitely enlighten the participants on various facets of consumerism and 

consumer protection. 

122

Prof. (Dr.) Abdul Salam, Vice Chancellor, University of 

Calicut lighting the lamp 

Prof. (Dr.) Abdul Salam, 

Vice Chancellor, University of 

Calicut delivered the Inaugural 

Address on the occasion. He said 

that the workshop on such an 

important issue should be attended 

by as many people as possible. All 

should attend such events along 

with their friends as it will make all 

of us a very educated, informed 

and responsible consumer. He 

said that the CPA has given new 

Prof. (Dr.) Abdul Salam, Vice Chancellor, 

University of Calicut delivering the Inaugural 

Address 

thrust to consumer protection and has given six substantive rights to consumers. 

It is a milestone in consumer movement and has provided new roadmap to 

consumerism. Under the Act action for defective goods, deficient services and 

against the unfair and restrictive trade practices adopted by the business can be 

initiated. A three tier redressal mechanism has been established under the Act at 

the National, State and District levels to provide speedy, quick and inexpensive 

justice to the consumers. The Consumer Councils have also been created under 

123

the Act at three levels which provide solutions to the problems of the consumers. 

Besides CPA there are other legislations also to provide protection to the 

consumers. However, these are basically punitive in nature; whereas the CPA is 

compensatory in nature giving some relief to the complainant. The CPA is a 

potent weapon in the hands of consumers. Here the consumer can fight his own 

case. He does not need lawyer. Even a voluntary consumer organisation can file 

a complaint on behalf of the consumer. He said as students you all are also 

consumers of the services being provided by the university and so learn to gain 

knowledge and question the quality of service being provided. He said that an 

empowered and aware consumer is an asset to the country. The students, who 

are future of the nation, should be aware about their rights and obligations as a 

consumer and also spread awareness among the public. 


Professor & Coordinator, CCS, in 

his address provided an overview 

of the activities of Indian Institute of 

Public Administration and Centre 

for Consumer Studies. He said that 

IIPA was established by Pandit 

Jawaharlal Nehru in 1953. It is 

involved in research, training, 

consultancy and publications. The 

Centre for Consumer Studies was 

established in 2007 by the Department of Consumer Affairs with an aim to create 

awareness and education on the issues of consumer welfare through various 

activities at various levels. We conduct a number of training programmes, 

seminars, conferences and conduct researches in the area. We have brought out 

a number of publications on various issues of consumer protection and they have 

been uploaded on the website and can be freely downloaded. All of us are 

consumers. Students are also consumers. Though the area of examinations has 

been removed from the purview of CPA by the Supreme Court judgement but you 

are consumers of other services of the university. 

Prof. Misra, Chair Professor & Coordinator, 

CCS addressing the participants 

124

Market is very tempting today. He said today the aspirations and desires of 

consumers are very high. The whole theory is ‗Dil Mange More‘. You go to mall 

without any idea of buying anything but come out with a number of bags. ‗Buy 

one get four free‘ or even ‗buy one get seven free‘, such schemes are nothing but 

exploitation of consumers. What is the economics behind it nobody can 

understand We are all victims of these unfair trade practices but we don‘t know 

what to do. Most of us are silent sufferers as consumers. We do not take up the 

issue, firstly because of ignorance about our right and also the redressal 

mechanism and secondly we enjoy being cheated. But the people who have 

gone to the Forums and Commissions have got the redress. The sensitivity on 

consumer protection is not there. Today the needs and aspiration of present 

generation are quite different. They believe in spending more and more and not 

saving. There is a need to make this generation aware. There is not much 

difference in attitude among the urban and rural consumers; both go on 

purchasing without applying their mind and the consumer does not know who is 

selling the product or giving the services. The problem is that the consumer 

movement is not organized and people are not united to fight for their rights. To 

generate awareness among masses the Department of Consumer Affairs has 

taken up a number of schemes and policies. The consumer protection has been 

added in the school curriculum and the consumer club scheme is being 

revamped to enable schools to involve young students more and more in such 

activities. 

The Consumer Protection Act was enacted in 1986 and this year is the 

silver jubilee year of its enactment. The irony is that even after 25 years of its 

enactment we are still thinking how to take consumer movement forward. The 

misleading ads, spurious goods and sale promotion schemes are nothing but 

means to exploit consumers. MRP is also a legalized way to befool and exploit 

consumer. Even in states like Kerala which have high education and literacy rate 

still the level of awareness is not much. To generate awareness there is need for 

the University to take initiatives like starting consumer clubs, setting up Chair 

Professor in Consumer Studies etc. These are the things for which there are 

provisions in 12 th plan and the Department of Consumer Affairs, GoI is ready to 

fund. 

125

The Management Institutes generate managers but they are not very 

sensitive to consumer issues. They are not taught CPA; in such a scenario how 

they can be aware and sensitive to consumer issues. There is need for more 

education and awareness in the area. It is required to be seen as to what we 

have achieved in these 25 years of enactment of CPA. Till now 36 lakh people 

have gone to the foras. One person goes to the forum and makes a complaint; 

many of us get the benefit. As consumer we have to look after our welfare. We 

are all silent sufferers. We do not want to protest and want others to take up and 

fight for our cause. We need to be aware of both our rights and responsibilities as 

consumers and take initiatives. So as a consumer you should raise your voice 

don‘t be silent sufferers. Further as a responsible consumer also be aware about 

your responsibilities; adopt sustainable consumption. Mahatma Gandhi has said 

that ―Earth has enough for every ones need but not for every one‘s greed‖. 

Dr. P. Mohan, Faculty, DCMS and Director, 

College Development Council addressing the 

participants 

Dr. P. Mohan, Faculty, 

DCMS and Director, College 

Development Council in his 

address said that the workshop is 

regarding consumer protection 

and welfare; which is a very 

important and relevant issue for 

all of us as consumers. The 

Consumer Protection Act is one 

of the most important pieces of 

social welfare legislations which 

empowers consumers. It has 

given consumers six rights and also ensures that consumers get remedy within a 

reasonable period of time. However, it is sad that in 25 years the remedy under 

this Act has also become just like civil court remedy. It is because of the attitude 

of the people manning the forums and also due to other problems being faced by 

the forums. In these two days we will deliberate on the remedies we have as 

consumers and also come up with suggestion to make them more effective and 

consumer friendly. 

126

In two days workshop nine sessions were conducted on a number of 

issues on consumer protection by various experts. The session on Consumer 

Protection: An Overview was taken by Prof. Suresh Misra, CCS, IIPA in which he 

dealt in great detail about the necessity to protect the interests of the consumers 

and the consumers should get value for their money. He said that it is important 

to protect consumer interest against 3D‘s i.e. defects in goods, deficiency in 

services and deception in trade practices. He discussed about social criticism of 

business i.e. high prices, poor selling, unsafe products, deceptive practices and 

high pressure selling. He said 15 th March of every year is observed as World 

Consumer Rights Day and 24 th December of each year is observed as National 

Consumer Day. He also discussed A. C. Nielson survey report on the counterfeit 

medicines, spurious cosmetics, spurious drinks, counterfeit electronic goods, and 

computer peripherals, engineering goods etc. He warned the consumers from 

allurement against different types of advertisement to protect their health and well 

being. Dr. Sapna Chadah, IIPA New Delhi while speaking on ‗Consumer 

Protection Act/ Rules‘ stressed on the Consumer‘s rights enshrined in several 

enactments. She emphasized on the consumers‘ rights laid down in the 

Consumer Protection Act which protect the interest of the Consumer. She 

elaborately explained about the Consumer Disputes Redressal agencies at 

district, state and national level for the redressal of consumer grievances and the 

Consumer Protection Councils for making the consumer rights a reality. She cited 

many interesting examples of defects in goods and deficiency in services. She 

also highlighted various Supreme Court Judgments aimed at protecting the 

consumers. 

Mr. Vinod Panickar, BVQI 

speaking on ‗Food Safety and 

Consumer‘ explained the various 

dimensions of food safety. He 

highlighted the various aspects which 

we should take care of while 

consuming cooked and uncooked 

food and the kind of diseases from 

which we can get affected if we have 

not taken proper care and caution. 

Mr. Vinod Panickar, BVQI making a 

presentation on Food Safety and Consumer 

127

He also mentioned the important 

provisions of Food Safety and 

Standard Act and the structure and 

functions of the Food Safety and 

Standard Authority to maintain the 

quality and safety of food. In the 

session on Consumer Grievance 

Redressal: Working of Consumer 

Forums, Justice K.R. 

Udhayabhanu, President, Kerala State Commission provided an overview of the 

working of the three tier redressal mechanism under the Act. He outlined their 

structure, jurisdiction, limitation, procedure of filing complaints etc. He also 

elaborated the infrastructure and other problems being faced by these bodies. He 

also elaborated the procedural and other aspects of the working of these 

agencies. Illustrating his point with a number of examples and judgments of the 

National Commission and the Supreme Court, Justice Udhayabhanu focused on 

the outcome in terms of relief to the consumers and the development of 

consumer case law. Through various cases decided by his Commission in the 

various service sectors like Insurance, Medical Negligence, Banking etc.; he 

explained the participants the points they must keep in mind while entering into 

contract with them. 

In the session on 

‗Consumer Education and 

Awareness‘ Prof. Suresh Misra, 

CCS, IIPA discussed in detail the 

ways and means to educate the 

consumer and enhance 

awareness. He also gave an 

account of the various 

programmes and policies of the 

Department of Consumer Affairs 

to educate the consumers. In 

Mr. R. Rajaraman speaking on Insurance and 


session on ‗Insurance and Consumer‘ Mr. R. Rajaraman, National Relationship 

Manager, LIC, India, Mangalore highlighted the various kind of policies that are 

128

available to the consumers in the liberalised economy and points which the 

consumer must keep in mind while taking the policy. He also explained the 

various grounds on which generally the insurer is repudiating the claim. Dr. 

Sapna Chadah of IIPA, New Delhi, gave a presentation on ―Medical Service and 

Consumer Protection Act‖. She discussed elaborately the various provisions of 

the Act. She explained that commodities and services which are free of cost are 

not covered under CPA. Therefore, services and medicines received free from 

the Govt. hospitals are not covered under the Act. She cited many interesting 

example to explain the concept of medical negligence and the relief given in such 

cases by the consumer courts. 

Mr. E.K. Johnson making a presentation on 

Consumer and Banking 

Speaking on Consumer 

and Banking, Mr. E.K. 

Johnson, AGM, SBT, 

Trivandrum made a 

presentation on the kind of 

services the banks are 

providing in the liberalised 

economy and where there can 

be a deficiency in service. He 

also cited some of the decided 

cases where the consumer 

fora have held the banks liable 

Mr. Allen Collaco, Secretary General, ASCI 

Making a audiovisual presentation on Misleading 

Ads 

129

for deficient services. He explained the features of the Banking Ombudsman 

Scheme and when the consumer can approach the ombudsman with complaint. 

He explained this with practical cases handled by the Ombudsman. Mr. Allen 

Collaco, Secretary General, ASCI presented the first hand view of an expert who 

is judging the advertisements as a part of self regulatory body. He said 

advertisement involves a huge expenditure and a number of people like artist, 

producers, advocates and many professional are involved in giving shape to the 

advertisements we come across. Through audiovisual presentations he 

presented some misleading advertisements which were banned by ASCI and 

why. He also highlighted the role of ASCI in controlling content of advertisements. 

The workshop was very interactive. Each session was followed by questions from 

the participants and discussion. 

The Valedictory Function 

began with the Welcome Address 

by Mr. M.K. Baby, Associate 

Professor, Department of 

Commerce and Management 

Studies. In his address he 

welcomed the chief guest and 

other dignitaries and provided 

overview of workshop. He 

expressed satisfaction that the 

whole workshop went strictly 

according to programme. Nine 

Mr. M.K. Baby, Associate Professor, DCMS 

delivering the Welcome Address 

technical sessions were held which imparted a lot of information on various 

aspects which affect the consumers in day to day life. He said that the workshop 

was meant for generating awareness and education in the field of consumer 

protection which is next to the environment protection. In the two days various 

means and ways of consumer protection viz. the rights of the consumers, policy 

framework, redressal system, various service sectors like insurance , banking, 

medical negligence, etc. have been discussed. He also hoped that the 

participants will definitely spread the message of consumer protection among the 

different strata of society. 

130

Ms. Niranjana, Research Scholar, DCMS, presented a brief report of the 

workshop highlighting some of the important issues which were flagged during 

the two days. In his Address Mr. M.A. Joseph, Associate Professor and Head, 

DCMS thanked the Centre for Consumer Studies, IIPA for collaborating with 

DCMS, University of Calicut and Department of Consumer Affairs, GoI for the 

financial Assistance which enabled the Department to organise the programme in 

a befitting manner. No doubt the workshop has imparted knowledge to all of us 

on our rights and responsibilities as consumers. Now it is our duty to pass on the 

information to others in the society and generate awareness on the issue. This 

way we all can contribute to the consumer movement. 

Dr. K. P. Muraleedharan, Dean, Faculty, DCMS 

delivering Valedictory Address 

Dr. K. P. 

Muraleedharan, Dean, Faculty, 

DCMS delivered the Valedictory 

Address on the occasion. He 

said the programmes of this 

type are meant for two things: 

firstly to generate awareness 

about our rights and how they 

are to be exercised and 

secondly 

empowering 

consumers with their rights. The 

workshop has succeeded in achieving both the purposes. The programme has 

given us the idea about our rights in great detail and has successfully created 

awareness among the participants and students. Now we all are empowered 

consumers and can fight for our rights if there is any violation of our consumer 

rights by the traders or service providers. 

The Consumer Protection Act, 1986 is socio-economic legislation to 

correct the market evils affecting our lives and the society. It is intended to 

implement social objective as opposed to business interests. It has two basic 

purposes first to endow with consumers with certain rights and secondly to 

provide machinery for the infringement of the same. The whole Act revolves 

around consumer dispute, defect, deception and deficiency which are very simple 

131

to understand. What is required is that the consumers should become united and 

organised and speak. It is said that consumers are not speaking and are silent 

sufferers. Rural consumer is illiterate and poor; he does not have a choice and 

there is need to give a thought to the rural consumers, and educate them about 

their rights. We are talking about business ethics. It is time the corporate world 

must create some self regulation and charity should begin at home. Besides this 

the government machinery needs to be more strong and vigilant. We should try to 

sustain the rights as consumers and also raise awareness among others. The 

main concern is that there is need to fill the gap between the legal and lay man 

for which propagation of legal knowledge in common man‘s language. For that 

students need to be prepared to take the consumer movement forward. 

Prof. Suresh Misra, 

Chair Professor and 

Coordinator, CCS, IIPA in his 

Observations on the workshop 

said that it is a privilege to be 

associated with Department of 

Commerce and Management, 

University of Calicut to organise 

this two day workshop. It is 

culmination of three month 

efforts of Mr. Joseph, Mr. 

Satheesh and other colleagues at the Department. The programme was very well 

structured and there were sessions on issues which touch the consumer daily. 

The programme has been very educative and interactive in which large number 

of question were asked. In this DCMS has done a wonderful job in selecting right 

speakers for the workshop. The level of participation by the participants was also 

excellent. Around 150 participants from different walks of life participated well in 

the workshop. Students have participated well both in the sessions as well as in 

making the arrangements. We expect that the participants from various 

institutions will take forward the movement and will spread the message in their 

places. 

Prof. Suresh Misra, Coordinator, CCS, giving 

his observations on the Workshop 

132

In their feedback the participants said that the workshop has been 

enriching and they have been benefitted by participating in the workshop. The 

sessions were really informative. There were professionals from the area like 

food safety who have given an insight into the area. The presentations on 

banking, insurance, medical services have been very informative. The session on 

misleading advertisement has been an eye opener. They also expressed their 

view that advance training may be granted to some who can act as trainers in 

their respective fields. Some were of the view that more areas of relevance may 

also be added. 

In his Vote of Thanks 

Dr. E.K. Satheesh, Workshop 

Coordinator and Faculty, DCMS 

thanked the Department of 

Consumer Affairs, GoI and 

CCS, IIPA who were 

instrumental in providing all sort 

of resources for organising the 

workshop. 

He said we are 

consumers from birth till death. 

All through this the consumer is 

Dr. E.K. Satheesh, Workshop Coordinator and 

Faculty, DCMS delivering Vote of Thanks 

taken for a ride. There is need for more such programmes to generate awareness 

and to further build capacity of teachers and students to take the message 

forward. He also thanked the Vice Chancellor, University of Calicut for 

inaugurating the programme and for providing all help and guidance. He also 

thanked, Head and Faculty, DCMS for the help given for organising the 

programme. 



Workshop Coordinators 

133


on 

Globalization and Consumer Rights 

at 

P. G. Department of Social Science, Fakir Mohan University, 

Balasore, Odisha 

(25-26, November, 2011) 

A National Seminar on Globalization and Consumer Rights was organised by 

the Centre for Consumer Studies in collaboration with P. G. Department of Social 

Science, Fakir Mohan University, Balasore, Odisha from 25-26 November, 2011 at 

Balasore, Orissa. The Department of Consumer Affairs, GoI sponsored the Seminar. 

More than 60 delegates from different states attended the seminar. 


The National Seminar was an attempt to evaluate the measures taken to 

strengthen the consumer movement in the country. It provided a larger platform 

to exchange ideas on various issues concerning consumers especially to create 

awareness regarding consumer protection and rights of the consumers among 

policy makers, NGO‘s and other stakeholders to deliberate on various issues 

related to globalization and the consumer. It was an effort to bring together 

national experts in consumer law, consumer rights, consumer behaviour, 

academicians and representatives of NGOs to discuss various issues relating to 

134

ights of consumers in India in the era of globalization and also to promote 

understanding of inter-relationship between consumer laws and protection of 

consumers through institutional arrangements. 

Themes covered in the seminar were Globalization and Consumer Rights 

which focused on the impact of globalization on the consumer behavior and the 

consumption patterns; Issues in Consumer Protection Laws which worked out the 

interplay of various issues in context of consumer protection and globalization; 

Services and Consumer Rights highlighted the plight of consumer rights in 

different service sectors thereby stressing on increased consumer education and 

awareness; Consumer Education and Awareness was one of the themes which 

focused on the extent of consumer awareness among consumers and 

highlighted the role of different stakeholders with this regard while Rural 

Consumers: Choices and Vulnerabilities discussed the consumption patterns 

,behavior patterns of rural consumers and also focused on the change in their 

buying behavior due to globalization. 

Dignitaries Lighting the Lamp 

The Seminar started with welcoming of the guest and lighting of the lamp 

by the Guests followed by a welcome song by the students of the University. The 

Welcome Address was delivered by Prof. Bhagaban Das, Chairman, P. G 

Council. Dr. Geetanjali Dash, Coordinator of the seminar extended a warm 

welcome to all the distinguished guest and delegates present in the seminar and 

135

also introduced the dignitaries on the dais. This was followed by the release of 

the Souvenir by the Chief Guest, Prof. Sukadev Nanda. 

Release of the Souvenir by Prof. Sukadev Nanda & Prof. Suresh Misra 

Prof. Sukadev Nanda Delivering the Inaugural Address 

In his inaugural address Prof. Sukadev Nanda, Former Vice Chancellor, 

FM University, Balasore emphasized on the role of intellectuals and civil society 

organizations in mainstreaming the government programmes for greater benefits 

of the consumers. He stressed that the present scenario demands that consumer 

education and awareness should be propagated among the masses. He 

136

emphasized that such seminars/conferences are good efforts to generate mass 

consumer awareness and also for providing a platform for exchange of ideas. He 

said that the concept of consumer responsibility becomes much more important 

and relevant in the present scenario and for that each and every individual needs 

to initiate a step forward. 

Prof. Suresh Misra, Chair Professor and Coordinator, CCS, IIPA, 

New Delhi delivering the Key Note Address 

Prof. Suresh Misra, Chair Professor and Coordinator, Centre for 

Consumer Studies, IIPA, New Delhi delivered the Key Note Address. While 

addressing the participants he thanked the Fakir Mohan University, Vice 

Chancellor and Dr. Geetanjali Das for organizing the Seminar. He stressed that in 

the Silver Jubilee Year, in order to provide a platform for delegates to deliberate 

on issues affecting the common man these types of seminars are being 

organized .This is the time to have a relook of the movement and to see how far 

the consumer movement has gone. The tragedy is that still consumers are not 

aware of the exploitation which is going on in all the sectors. The need of the 

hour is to have laws/ instruments to protect the consumers through awareness 

and education. He highlighted different unexplored areas of consumers and also 

stressed on the need of involvement of gram panchayats and civil society 

organizations for delivery of fruits of government programmes to the poor 

consumers. He said currently consumers in general are not well informed, lack 

understanding of their rights, and are not conscious of their responsibilities. He 

137

highlighted that for generating awareness the Department has a number of 

programmes and policies. The Department has been running an effective multi 

media campaign ‗Jago Grahak Jago‘ for raising consumer awareness which 

gives consumers an idea as to what are their rights. 

Prof Sudhakar Panda addressing the participants 

Prof. Sudhakar Panda,the Chief Speaker while addressing the participants 

highlighted that in a country when development passes through different stages, 

prior to reaching a degree of maturity and saturation the consumption pattern 

undergoes transformation due to a variety of goods which are available in the 

markets. He stressed that after the liberalization of economy, the choice is 

immense in different sectors like hospitality, tourism, housing, telecommunication, 

etc. The advertisement of the tele products are booming in the market and these 

products are playing with the poor/ rich consumers because their minds have 

been captured by the MNC‘s. Their number is increasing day by day which is 

something not very rare but a common phenomenon. In such a scenario are 

consumer‘s getting the value for money The answer is ―No‖ because through 

advertisement the consumers tend to buy what is best displayed in the luring 

advertisements. The consumers have the right to speak up and know about the 

value, the product/ service for which they are paying. But the sad part is that we 

as consumers don‘t bother for the same. By and large consumers are not 

138

interested in getting protected. It is said consumer is king but today above the 

consumer there is an emperor i.e. the MNC‘s who are guiding, motivating and 

making the consumers fall prey to the evils of consumerism and globalization. So 

there is a need for consumer acceptance, response and behaviour which can 

really bring about changes and solve the problems. 

Prof.K. B Das, Vice Chancellor, F M University, Balasore 

delivering the Presidential Address 

The Presidential Address was delivered by Prof. Kumar B. Das, Vice 

Chancellor, F M University, Balasore. He said that the Seminar is an attempt to 

explore the complexities of the interface between globalization and consumer 

rights in various dimensions in the context of the evolving scenario. He 

highlighted that the glamorous scenario of malls, marts and super bazaars make 

the consumers fall into the trap of urbanization and this has an adverse effect on 

the consumers. The present scenario has led to a movement of deceit and 

exploitation. He stressed that our country is following the wrong path of 

development, that is why consumers are being exploited and it is high time to 

think about it. Consumers are being victimized by a chance driven, speculative 

factors hijacking their brains. It is now time to understand that duties and 

responsibilities are two things which go hand in hand and for this every consumer 

has to join hands to achieve success. A beginning need to be made and for that 

will to initiate a beginning is required. 

139

Prof. Suresh Misra and Dr. Mamta Pathania presenting memento 

to the Dignitaries on the Dias 

The inaugural function ended with a vote of thanks by Prof. S. S Acharya, 

Professor Political Science, F M University, in which he thanked IIPA for funding 

this seminar and all the dignitaries for sharing their expertise and knowledge. 

The first technical session was on Globalization and Consumer Rights 

which focused on the impact of globalization on the consumer behavior and their 

consumption patterns. It was chaired by Dr. Geetanjali Dash, Head Department 

of Social Science, F M University, Balasore. In this session Dr. Bijay Bohidar and 

Mrs. Mrinalini Padhi presented their papers on Consumer Protection and 

Globalization and Consumer Laws-The Evolving Jurisprudence respectively. 

The theme of the second technical session was Issues in Consumer 

Protection Laws focusing on the various issues in context of consumer protection 

and globalization. The session was Chaired by Prof. S. S. Acharya, P. G. 

Department of Social Science, FM University and Co-chaired by Prof. Bhavani P. 

Panda, Professor , P. G. Dept. of Law, Berhampur University. The speakers of 

the session were Prof. Navaneeta Rath who presented his paper on National 

Initiatives for the Protection of Consumer Rights: The Indian Experience, Dr. 

Sudhira Chandra Jena, North Odisha University focused his presentation on 

―Consumer Rights in the Context of Globalization‖; Dr. Susama Mohanty, 

140

presented on the theme ―Consumer Protection Act and Redressal of Consumer 

Complaints: How do we go About These‖. 

Delegates in the Seminar 

The other papers presented were ―Medical Negligence and Rights of the 

Patient as a Consumer‖ by Dr. Padmalaya Mahapatra; Consumer Protection Act 

Need to Change by Dr. Kabita Kumari Sahu; Consumer Protection Act and 

Redressal of Consumer Complaints by Mrs. Sasmita Mishra and The Impact of 

globalization on Consumerism among Youth by Ms. Sanjukta Panda. 

On the second day, the third technical session focused on the theme 

Services and Consumer Rights which highlighted the plight of consumer rights in 

different service sectors. The session was Chaired by Prof. D P Mishra, 

Professor and Dean, P. G. Department of Business Management, F M University, 

Balasore and Co- chaired by Prof. Abhaya Panda, Principal, Fakir Mohan 

Autonomous College, Balasore. In this session a paper on Changing Food Habits 

of the Consumers in the Era of Globalization was presented by Prof. Suresh 

Misra and Dr. Mamta Pathania, IIPA, New Delhi. The other speakers in the 

session were Dr. Satyajit Dhar who presented a paper on ―Consumer Protection 

and Role of State: A Case Study of Packaging Rules‖; Growth of Financial 

Services in India; A Need for Consumer Protection by Dr. Geetanjali Panda and 

Consumer Protection in Financial Services: A Study of Indian Commercial Banks 

by Prof. Abhaya Kumar Panda and Dr. Sanjeev Kumar Dey. 

141

The fourth technical session of the second day of the seminar focused on 

Consumer Education and Awareness addressing the extent of awareness among 

consumers highlighting the role of different stakeholders. Prof. Bhavani Panda, 

Professor, P. G. Department of Law, Berhampur University, Berhampur Chaired 

the session .The speakers of the session were Dr Ashok Panda who focused his 

presentation on ―Role of Media in Consumer Protection‖; Prof. S. S. Acharya 

presented a paper on Human Development and Consumerism; Mrs. Suranjita 

Sinha and Mrs. Nabaruna Majumdar presented a paper on Organic Farming in 

India in the Context of Globalization: Issues and Challenges Towards Sustainable 

Consumption; Dr Smita Nayak focused her presentation on Women and 

Consumer Rights: An Analysis; Sh. Sukanta Patra presented a paper on 

Globalization and Environmental Issues in India :The Need for Green 

Consumerism; Prof Bhavani Panda presented a paper on Protection of Elderly 

Consumers : Issues and Challenges; Sh. Dhirendra Kumar Jena presented a 

paper on Consumer Rights : A Gender Perspective and Mrs. Rashmimala Sahu 

presented her paper on Globalization and its Impact on the Rural Consumers of 

Jharkhand. 

The last technical session was on the theme Rural Consumers: Choices 

and Vulnerabilities. It addressed the change in the consumption and behavior 

patterns of consumers under the influence of globalization. The Chair for this 

session was Prof. Suresh Misra, Chair Professor and Coordinator, CCS, IIPA, 

New Delhi and Prof N C Dash, F M University co-chaired the session. A total of 

five papers were presented in this session. Sri Srinivas Mishra presented his 

paper on Rural Consumers: Problems and Prospects; Prof. N. C Dash made a 

presentation on Tribals and the Forces of Globalization; Dr Geetanjali Dash, 

Head ,Department of Social Science, F M University, Balasore, Odisha presented 

her paper on Globalization and Consumerism : Need for Protecting the Rural 

Consumers; Dr. Swarnamayee Tripathy presented a paper on Rural Consumers 

and Globalization and Dr. Prateep Mishra , Hony Sec., IIPA Regional Branch 

Orissa presented his paper on Globalization and Consumers. 

142

The Valedictory Session 

started with the Introductory 

Remarks by Dr. Geetanjali 

Dash followed by Summary of 

the Proceedings of the Seminar 

by Dr. Geetanjali Panda in which 

she stressed that the National 

Seminar has promoted a 

platform for initiating meaningful 

dialogue on various issues of 

Dignitaries in the Valedictory Session 

consumer protection and consumer behavior in the era of globalization. 

Highlighting about the two day deliberations she said that the seminar has 

generated meaningful feedback to national agencies, civil societies and 

government for envisaging strategic plan on advocacy, action research promoting 

intervention and enhancing consumer expectations. 

The Valedictory Ceremony was graced by Sh. Jagadananda ,Information 

Commissioner, Orissa .The other dignitaries who were present in the valedictory 

session were Prof. Anup Das who was the Chief Speaker, Sri S. C Mahatab, 

Senior Member SCDRC, Odisha as the Guest of Honour and Prof. Suresh Misra 

,Chair Professor and Coordinator CCS,IIPA presided over the session. 

Prof. Anup Das, Chief 

Speaker in his special address said 

that globalization has developed an 

enormous capacity to create a 

surplus but the problem is, it needs 

to be brought under control, taking 

care of who produces what and for 

whom. He highlighted that market is 

a physical creation where market 

transactions take place therefore in 

this situation in order to make the 

economy grow, the consumers need 

Prof. Anup Das, Chief Speaker 

Delivering the Special Address 

143

to build up an information regime. He stressed that the modern economic system 

is based on information system which supports the individuals as consumers and 

they then are able to protect themselves from exploitation. He said focus 

therefore should be on responsibility based consumerism. One has to be alert 

and become a responsible / vigilant consumer switching over to sustainable 

habits of consumption. 

Sh. S. C. Mahatab, Senior 

Member SCDRC, Orissa and Guest 

of Honour in the programme while 


highlighted the plight of consumers‘ 

inspite of the plethora of Acts which 

are there to protect them from 

exploitation. He said the word better 

protection tells us that the present 

laws are not sufficient in the present 

scenario and thus seem to be 

an 

Sh. S. C. Mahatab, Senior Member SCDRC, 

Orissa andGuest of Honour addressing 


illusion as they don‘t provide better protection to the consumers .For this the 

redressal machinery should be revisited and changes necessary as per the ones 

catering to the welfare of consumers may be made. The law laid down doesn‘t 

serve the present day need as the ones who man the redressal machinery lack 

the required expertise for giving judgements and doing justice to the consumers. 

Sh. Jagdananda, Information 

Commissioner, Orissa and the Chief 

Guest of the programme in his 

Valedictory Address said that today 

the theme of the seminar is an 

indicator that the university system is 

on the path of connecting to an 

important aspect which is consumer 

rights. He appreciated the theme of 

the seminar and the manner in which 

Sh. Jagdananda, Information Commissioner, 

Orissa in the Valedictory Session 

144

it has been organized. Today consumers are not well protected and a lot needs 

to be done to sustain an environment which is free of exploitation and deficiency 

in services. He stressed that the maladies of globalization are numerous and we 

need to look into these maladies, and work out a solution. A will to fight out these 

maladies is something which needs to be rekindled. The divide between the 

haves and have not‘s is widening and an individual consumer is fighting for 

getting his share in the market economy. For this civil society has to come in the 

front and deepening democracy and deepening accountability are two mediums 

through which much can be achieved. He stressed that choice of consumers is 

not rational and this is something important to be looked into with a deeper vision. 

He said that India was not defeated by foreigners but by its own men. The 

exploitation today in rural areas is rampant and to do away with this evil, 

consumer awareness and education is an important aspect to be thought of. 

Prof. Suresh Misra, Chair Professor and Coordinator, Centre for 

Consumer Studies, IIPA, New Delhi in his closing remarks appreciated the efforts 

of the P. G. Department of Social Science, Fakir Mohan University in organizing 

the seminar and congratulated the paper presenters and the delegates for a 

wonderful two day deliberations on a theme which holds immense importance in 

present day scenario. 

The seminar ended with a Vote of Thanks by the Prof S .S. Acharya who 

extended his sincere thanks to the Indian Institute of Public Administration, New 

Delhi for sponsoring the seminar. Thanks were also extended to all the resource 

persons for taking out time from their busy schedule and share their knowledge 

and expertise with the participants of the seminar and to all the paper presenters 

for deliberating on such an important theme which is of great relevance. 

observations: 

The seminar concluded with the following recommendations and 

1. Creation of greater awareness among consumers by involving various 

stakeholders in the movement. Mass campaign and creation of 

awareness about consumer rights and obligations is needed. 

2. Formulation of specific polices for the welfare of the specific consumer 

groups like farmers, women and children. 

145

3. Encouraging the civil society to educate the consumers on art of 

purchasing for which funds should be provided by the government. 

4. Promotion of consumer education in schools and colleges. 

5. Building the capacity of the local officials, institutions especially at local 

level, the PRI representatives to educate consumers and to take the 

consumer movement forward. 

6. Need to strengthen the consumer redressal mechanism at the district 

level. 

7. Personal consumption habits need to be changed to avoid wastage of 

resources. Consumption patterns need drastic changes to become 

sustainable. 

8. Universities and colleges should promote research in the area of 

consumer welfare for which funds should be provided by UGC, etc. 

9. Focus has to be on rural consumers. The district machinery should 

check weight and measures, drugs menace and also the flow of 

spurious products in the rural markets. 

10. Need for awareness, availability, affordability, application and 

accountability which are crucial in strengthening the base of rural 

marketing. 

11. Consumer responsibility is to be developed among the consumers to 

make every effort to inform them of the products and services. 

12. Spreading message to consumers especially in rural areas through 

street play, hoarding, advocacy, etc. 




146

Seminar on Globalization and Consumer Rights 

in collaboration with 

IIPA Odisha Regional Branch, Bhubaneswar, Odisha. 

(27, November, 2011) 

A Seminar on Globalization and Consumer Rights was organised by the Centre 

for Consumer Studies in collaboration with IIPA Odisha Regional Branch, on 27 

November, 2011 at State Institute of Rural Development (S.I.R.D.), 

Bhubaneswar, Odisha. The Department of Consumer Affairs, GoI sponsored the 

Seminar. More than 35 delegates attended the seminar. 


147

The Seminar was an attempt to evaluate the impact of globalization on the 

consumers in the country. The main objective of the Seminar was to discuss and 

deliberate on various issues related to globalization and the consumer, create 

awareness regarding the consumer protection and rights of the consumers. 

The Seminar commenced with a welcome address by Shri Sanjib Chandra 

Hota, Chairman, IIPA Odisha Regional Branch. In his Welcome Address, Shri 

Hota highlighted that the era of globalisation has undoubtedly benefited the 

consumers with a wide range of products and services but at the same time the 

consumers in the developing societies like India which has a large number of 

emerging rural consumers are at times taken for a ride in a highly competitive 

market. Even the urban middle class face the problem of redressing their 

grievance against unscrupulous multinationals and corporate houses. He said 

that consumer rights can be protected if the consumer is organised like other 

pressure groups to redress their grievances. Laws alone will not suffice; it has to 

be enforced in the right way. Thus the need of the hour is to sensitize the 

consumer and also make awareness campaigns in rural areas to make the 

people understand their rights and the manner in which it can be exercised. He 

stressed that deliberations made in the seminar will throw light on different 

aspects of consumer laws and its protection. 

In his presentation to the members , the media and officials of SIRD 

,Professor Suresh Misra, Chair Professor & Coordinator, Centre for Consumer 

Studies, IIPA New Delhi said that the technological revolution and the expansion 

of the media in the present century has had a lot of impact on the consumers. 

Global world has completely changed the range of products and services for 

people in the retail market. Globalisation culture has affected almost every aspect 

of human life, from economic, social to cultural. Widespread exchange of goods, 

services and ideas have influenced changes around the world. The impact has 

been more on the emerging new middle class and rural consumers. More so the 

eating habits of children have been greatly affected by heavy dose of 

advertisements, some of them at times being unethical. He also showed his 

concern over the implementation of the Consumer Protection Act and 

emphasized on the role of consumers in discharging their role in the present 

148

global scenario. He appealed for ethical standards in business transaction and 

also greater understanding of consumer behaviour pattern. 

Dr Mamta Pathania, Assistant Professor ,Centre for Consumer Studies, 

IIPA ,New Delhi in her presentation quoted the words of wisdom of Mahatma 

Gandhi ― Earth provides enough to satisfy every man‘s need but not every man‘s 

greed.‖ indicating the aggressive consumerist culture of the present time. 

Conceptualizing the nature of globalisation and its trends, she analyzed the 

changing dynamics of consumer preferences and showed concern for the 

emerging rural consumers who get carried away by advertisements. Though 

globalisation has had its benefits it has also led to deficiencies in services in key 

sectors like medical, banking, insurance, electricity and others. Lack of machinery 

and awareness of redressal procedures have put the consumers at times in the 

dock. She highlighted the right choices that have to be adopted to protect against 

wrong deals. Consumer education, involving Panchayats, building capacity of the 

local officials and strengthen mechanisms of consumer redressal at all levels 

would help in strengthening the consumer movement. 

The presentations were followed by a brain storming session where 

members raised several questions and clarifications over various issues and how 

best the consumers can be protected in an ever expanding consumerist culture. 

In his concluding observation, the Hony. Secretary of the regional branch, 

Dr. Pratip Kumar Mishra focused on the idea that today‘s consumers are part of 

the global market, and more so of the cyber market. He said laws can only 

protect them if they are properly enforced. If there is a failure of the redressal 

machinery then the people will question the character of a democratic polity. 

Consumer protection laws will have little practical use if they are not able to 

protect the consumers in the global economy. Along with the government, nongovernmental 

organizations, media and the civil society are to play a very 

constructive role in this regard. The seminar came to its logical conclusion with a 

formal Vote of Thanks by Shri Damodara Pradhani, Hony. Treasurer, IIPA 

,Odisha Regional Branch to the Chair, Guest Speakers, Members, Media and the 

Special Invitees and the Centre for Consumer Studies for their support in 

conducting the seminar. 

149

The seminar concluded with the following recommendations and observations: 

1. Studies need to be carried out to assess the real impact of 

globalization on the consumers. Has it really benefitted the consumers 

or led to further exploitation. 

2. As the market has changed both in terms of products and services 

there is need to create awareness and educate the consumers about 

their rights and obligations. 

3. Steps need to be taken to stop the dumping of inferior quality goods 

into the market especially the Chinese goods. They are harmful to the 

consumers. 

4. Consumer responsibility is to be developed among the consumers to 

make every effort to inform them about the products and services and 

help them make purchase decision. 

5. Formulation of specific policies for the welfare of the specific consumer 

groups particularly in the rural areas. 

6. People need to be motivated to change personal consumption habits 

to avoid wastage of resources. Consumption patterns need drastic 

changes to become sustainable. 

7. The market should develop specific redressal mechanism at its own 

level rather than forcing consumers to go to the District Forums which 

takes a lot of time. 

8. Focus has to be on protecting the rural consumers. The district 

machinery should check weight and measures, drugs menace and also 

the flow of spurious products in the rural markets. 

9. Need for awareness, availability, affordability, application and 

accountability which are crucial in strengthening the base of rural 

marketing. 




150

151

Two Day National Seminar 

on 

“Consumer Protection and Consumer Welfare‖ 

at 

Madurai Institute of Social Sciences, Tamil Nadu 

(January 06-07, 2012) 

The Centre for Consumer Studies, IIPA organized Two day National 

Seminar on ―Consumer Protection and Consumer Welfare‖ on January 6-7, 2012 

in collaboration with Madurai Institute of Social Sciences, Madurai, T.N. Around 

44 participants participated in the seminar which included academicians, 

members of VCOs/ NGOs, representatives of consumer cooperative societies 

and students. The objectives of the Seminar were to: acquaint the participants 

with the need and importance of Consumer Protection and Consumer Welfare; 


Welfare; acquaint the participants with Consumer Protection Act and redressal 

mechanism available under the Act; and build their capacity in the area to enable 

them to take the consumer movement forward. 

Participants of Two day National Seminar on Consumer Protection 

and Consumer Welfare 

Prof. S. Koodalingam, Principal, Madurai Institute of Social Sciences 

welcomed the dignitaries and participants and provided an overview of the 

activities of the Institute. He said that the mission of the institute is to provide 

quality education with affordable cost. The Institute is basically catering to the 

152

needs of the rural poor students and also getting them good placement. The 

institute offers nine UG, three PG programmes, and M.Phil/ Ph.D on 

management courses. It is also organizing several Training Programmes, 

workshops etc for government officials on various issues. It is pioneering Institute 

in sector of social service. The institute has been organizing awareness 

programme at local and national levels. 

In his Introductory Remarks Prof. R. Manikandan provided the objective 

and rationale for the Seminar. He said that the Consumer Protection Act was 

enacted on December 24, 1986 to protect the rights of the consumers. But still 

after more than two decades of its enactment the consumers are not aware of 

their rights. Thus it becomes important and imperative to organise such 

programmes to generate awareness among masses and to educate them 

regarding their rights and duties to build a strong consumer movement. The 

objective of the seminar thus to sensitize the students and participants about 

rights as consumers and to make them aware about the remedies available 

under the Consumer Protection Act. 

On the occasion Presidential Address was delivered by Dr. (Capt) D.V.P. 

Raja, Founder and Chairman, MISS. He said that he was grateful to IIPA and 

Centre for Consumer Studies for collaborating in the programme and providing 

the grant for the same. The Consumer Protection is a very vital issue which 

affects all of us as consumers especially the rural consumers who are illiterate 

and ignorant. The main objective of the Seminar is to generate awareness. A lot 

of effort is being put by the Department of Consumer Affairs through a number of 

initiatives undertaken but still majority of the people are unaware of their 

consumer rights. There is need to take the awareness to the grass root levels for 

which it is pertinent to organize such programmes. Consumption is increasing 

and consumerism is developing in the country. The unsustainable pattern of 

consumption is leading to more problems. It makes it desirable that the 

consumers must maintain a healthy pattern of consumption adopting the 

principles of Reduce, Reuse and Recycle. In the era of globalisation the 

consumers are also being exploited by producers and service providers in 

diverse ways so the question of protection of consumers becoming more relevant 

than ever before 

153

Dr. K.N. Srivastava, Former 

Vice-President, IIPA in his Address 

said that the citizenship is by birth but 

a child is a consumer even before he 

takes birth. Consumer is basically a 

person who gets affected by the 

economic activities of the market. He 

said that the Right to Information Act 

and Consumer Protection Act, 1986 

are the most important pieces of 

social welfare legislation which have 

Dr. K.N. Srivastava, Former Vice-President, 

IIPA addressing the participants 

given tremendous power to the citizens. The Consumer Protection Act is a 

milestone in consumer movement and has provided new roadmap to 

consumerism. Parliament passed CPA on 24 th December, 1986 and that‘s why 

we celebrate December 24 as National Consumer Day. The procedure under 

other laws are very lengthy, tardy and complicated making things very difficult for 

the consumers whereas CPA provides very simple procedure where the 

consumer can get quick justice. There must be a procedure for redressal, other 

rights will become meaningless. That‘s why the CPA provides for quasi-judicial 

structure at District, State and National level for redressal of grievances. 

It was John F. Kennedy who initially provided four rights to consumers - 

right to safety, right to choose, right to be informed and right to be heard to which 

four more rights were added by Consumer International viz. Right to healthy 

environment, right to basic needs, right to redressal and right to consumer 

education. The Consumer Protection Act gives six rights to the consumers: right 

to safety, right to choose, right to be informed, right to be heard, right to redressal 

and right to consumer education. The Act ensures safety of consumers from any 

hazardous goods and services. There must be a safety from what we use or 

consume. The drugs purchased by the consumers must always be associated 

with instructions as how to take them. Under right to choose, the decision should 

not be entrusted on a person and he must be provided an option to decide as per 

his requirement. Consumer must be provided adequate and correct information 

and in case he gets cheated right to be heard and redressal must be easily 

available to him. 

154

The major impediment in the exercise of rights by the consumers is the 

lack of awareness. The government has taken initiatives like ‗Jago Grahak Jago‘ 

campaign on T.V. and radio with the idea to make people aware about rights. The 

problem is more serious in rural areas where cheating, sale of substandard 

products and look alikes is more rampant. Even producers are also users and 

consumer of other goods for which they can be cheated. That‘s why they need to 

adopt ethical practices by the business which will benefit all in the society. 

Though the government has taken a lot of initiatives still the consumer movement 

is riddled with many problems- lack of infrastructure in the Forums, delay in 

appointment of members in the forums, increasing pendency of cases etc. Thus 

there is need to more steps to make the CPA more effective. Setting up of Lok 

adalats for quick disposal is also a good option. In these forums the advocates 

are being appointed where retired judges are not available which is also causing 

problems. To enhance knowledge of the students, there is need to make the 

consumer protection compulsory in the curriculum of schools and colleges. 

The Seminar was inaugurated 

by Prof. N.P. Singh, Chairman, 

Standing Committee, IIPA. Speaking 

on the occasion he said that the topic 

of consumer protection is very 

important and relevant in the present 

era of globalization, liberalization and 

free trade economy. Quoting Mahatma 

Gandhi he emphasized that for the 

business the consumer is next to God 

and consumer satisfaction should be the ultimate aim of the market. Consumer 

Protection Act, 1986 is no doubt a potent weapon in the hands of the consumers 

and has given enormous power to them to fight against the unscrupulous and 

unfair trade practices in the market. But mere enactment of the law giving rights 

to consumers is not sufficient. There is need for proper implementation of the Act 

and giving more powers to the redressal mechanism to make them more effective 

and efficient. 

Prof. N.P. Singh, Chairman, Standing Committee, 

IIPA delivering the Inaugural Address 

155

He also emphasised on the need for ethics in business as nothing can be 

achieved without ethics. But today business ethics and corporate social 

responsibility have become mere expressions which have not much relevance for 

the business. The profit is the only principle which they follow. The pendency in 

the civil courts today is very high the Supreme Court has itself said that there are 

3.5 crore cases pending in the courts which cannot be solved even in 5 years. 

The consumer forums which were established with an idea to give quick relief to 

the consumers are also going the same way. In such a scenario protection is 

better than cure and protection from exploitation can be achieved only if the 

consumers are vigilant. There is need to gain and distribute knowledge and 

information. Awareness is the key solution to all problems. Foreign countries like 

China are dumping their substandard products into Indian markets thereby 

destroying our economy and putting the lives of our people in danger. These are 

dangerous products but still people buy them as they are cheap. The lack of 

awareness is the main reason for this. There is need to satisfy the consumers 

with the quality products and efficient services. Thus there is need for raising 

quality of Indian product and create a demand and market for the same which is 

possible only by adopting standards for the products and services. To educate 

the present younger generation is most essential as they are the people who are 

future f the country and can being a real change in the society. The VCOs and 

NGOs also important pillar of the consumer movement and can play a vital role in 

educating the masses. 

Prof. Suresh Misra, Chair Professor and Coordinator, CCS, IIPA in his 

Keynote Address said that today the consumer is encircled with a culture of 

desires where none previously existed. The aspirations and desires of consumer 

are very high which are also leading to his exploitation by the market. We all as 

consumers are victims of unfair trade practices but we don‘t know what to do. He 

emphasized that the problem with the consumer movement is that everybody 

except the consumers are united and organized. Thus there is need to educate 

and make consumers aware about their rights and unite them to fight for their 

rights. In this direction the Department of Consumer Affairs, GoI has started a 

number of schemes. 

156

As a part of large number of measures undertaken by the Department of 

Consumer Affairs, Government of India for protection of consumers, it 

established the Centre for Consumer Studies at IIPA in 2007 and also given a 

Consultancy Project. The aim of the Centre is to protect and promote consumer 

rights with special emphasis on rural consumers. The broad activities of the 

Centre include training, research, advocacy, consultancy and networking with 

other institutions and organisations. The Centre is involved in training of 

personnel involved in the administration of Consumer Protection Act. Besides this 

the Centre is also organizing a number other training programmes, workshops, 

conferences for a number of stakeholders on issues of topical importance. The 

Centre also brings out a number of publications on various issues related to 

consumer protection. This includes books, monographs, publicity material and e- 

newsletter. He said while organising activities we give priority to the branches of 

IIPA to develop link between IIPA and its branches. 

The problem with consumer movement is that everybody except the 

consumers is organized. There is need for all the stakeholders to come together 

to make the movement a success. The government, consumers, business and 

the civil society organisations all should come together to take movement 

forward. The VCOs and NGOs can play a very important role in consumer 

movement as they can generate awareness at the grass root levels. It is good 

that Tamil Nadu has good pool of NGOs working in the area. This is 25 th year of 

CPA enactment, and we are celebrating this by organizing a number of activities 

throughout India. The purpose is to make people aware that there is a legislation 

which provides them a simple and speedy remedy for redressal of their 

grievances against the traders and service providers. In the ad on 24 th 

December 2011 on the occasion of the National Consumer Day the Department 

has highlighted two important issues, misleading ads and food wastage. One 

relates to the rights of consumers and other highlights the duty of consumers. 

The Centre conducted a study on the food wastage in social gatherings in 

which the food wastage level was found to be very high. Rights no doubt are 

required to be protected but we should also be cautious about our duties. Most of 

the time on making purchase we don‘t take receipt merely because we have to 

pay tax. As an aware consumer we must go to an authorized dealer and 

157

purchase product with cash memo. We must question the service providers while 

hiring services. We pay but we don‘t know what services we have subscribed to. 

We all are silent sufferers; we don‘t want to fight for our rights. If something 

happens business will unite but not the consumers. The problem of consumer 

exploitation is more in rural areas. There is need to reach the rural areas, that‘s 

why we are going to the PRIs and collaborating with SIRDs to train people in rural 

areas. 

There are lot of misleading ads which give wrong and misleading 

information to consumers like reduce weights in days by using a drug etc. Many 

consumers go and use the products with adverse medical effects. The 

government is now looking at these misleading ads and has formed a committee. 

Basically there is need for a regulator to control the media. However, as soon as 

the Minister announced that the sector is going to have a regulator, there was a 

lot of hue and cry. Finally the Prime Minister had to intervene and make a 

statement that there would not be a regulator. Now the only solution to protect 

oneself from all these exploitative practices is to stand up for your rights and raise 

your voice for any cheating and get organized. 

The seminar was divided into a number of thematic sessions which were. 

In the session on ‗Consumer Protection Act‘ Prof. Suresh Misra, CCS, IIPA 

illustrated the need and importance of Consumer Protection in the emerging 

world order. He focused on various problems being faced by the consumers and 

illustrated the lack of concern among the business towards consumer welfare. He 

traced the national and international development in the area. He also highlighted 

the purpose and important provisions of Consumer Protection Act. Dr. Sapna 

Chadah, CCS, IIPA made a presentation on ‗Medical Negligence and Consumer‘ 

highlighting the duties and responsibilities of the doctors towards their patient. 

She also said that the doctor is a service provider and patient a consumer and 

doctor can be held responsible for negligence under the Consumer Protection 

Act. She provided instances of negligence through a number of cases decided 

by the Supreme Court and the National Commission. She also highlighted the 

responsibilities of consumers while undergoing treatment. 

158

Mr. Thilip Kumar, Advocate, High Court spoke on Right to Information Act, 

2005. He explained the various important provisions of the Act like what is 

information, from where information can be asked, who is responsible for 

providing information, which information is excluded from purview of the Act. He 

explained the procedure for seeking information. He said that both RTI and CPA 

are social welfare legislations and the information gained under RTI can be used 

by the consumer for redressal under CPA as well. Mr. Eswaran, Senior Food 

Analyst, Government of T. N. highlighted the various kind of problems consumers 

face in the food sector. He also explained the kinds of adulteration taking place in 

the market and how consumers can find them out. He explained the objective 

and rationale of Food Safety and Standards Act, 2006 and described the 

machinery created under the Act. Mr. M.P. Rajan, Advocate spoke on ‗Consumer 

Awareness on Unfair Trade Practices‘. He described the concept of Unfair Trade 

Practice under the Consumer Protection Act and also gave instances of Unfair 

Trade Practices being adopted by business through various decided case laws. 

He emphasised on the need for generating awareness among consumers so that 

they know about such practices and are in a position to protect themselves. Mr. 

S. Tamizharasan, Senior Advocate & President, CRPC, Madurai made a 

presentation on ‗Functions of Redressal Forums‘. He described the three tier 

structure of the redressal mechanism under the CPA, their pecuniary and 

territorial jurisdiction and the procedure being followed by them. He explained the 

participants how they can file the complaint in the Forum. He also highlighted the 

activities being undertaken by his organisation to help the consumers in getting 

relief. 

In the Valedictory Session, Dr. D.V.P. Raja, Founder & Chairman, MISS 

presenting a briefer port of the programme said that two days have seen a lot of 

exchange of thoughts and deliberations leading to a lot of information exchange 

on the topic. He hoped that the participants will percolate the information to the 

grass root-level generating awareness where it is actually required. We all are 

consumers and face problems in the marketplace every time we make a 

purchase but don‘t take them seriously. Unfortunately this is the attitude we have 

developed, to take things very lightly. To bring a change in the attitude such 

activities and programmes are required. There is need to make consumer 

movement a success for which we all need to contribute in our own way. This 

159

training programme is just a beginning, there is need for more such programmes 

which can enlighten not only the educated but also the uneducated, rural and 

vulnerable sections of the society. 

Mr. S. Thamizharasan, President, CRPC in his Presidential Address said 

that after two days we are carrying with us baggage full of information on the 

issue which affects all of us in day to day life. We need to use this information for 

the welfare of the society as a whole. This way we can definitely contribute 

positively to the society and can bring a change in the attitude of the traders and 

service providers. At present each of us is contributing negatively to nation 

building. We are polluting our rivers, destroying environment through our 

unsustainable ways of living. Our doctors are ill-treating patients; advocates are 

doing injustice to the client. We should admit our mistakes and negative attitudes 

and rectify them. Only when an Individual becomes right person; the nation and 

the world would become the right place to live. Teachers, policy-makers and 

members of VCOs have participated in the seminar, they should take the 

message to grass root level, generating awareness about consumer rights and 

duties; only then the purpose of organising such activities would be fulfilled. 

Prof. Suresh Misra, Chair Professor and Coordinator, CCS, IIPA in his 

Address said that at the end of such a programme what exactly matter is 

participants‘ perception of what they have achieved. Two day is a short period to 

look at the area of consumer protection which is very vast and wide. All of us 

know what is good or bad. But the problem is that most of us are impulsive 

buyers. It has been proved that the moment we postpone buying to a later stage, 

in 50% of cases the consumers don‘t buy as it gives them time to think whether 

they really need it or not. Most of the time the rationale to buy is that it is the 

latest model. As long as things are functioning there is no need to change them. 

Don‘t get trapped into the competitive catch of market. 

He said that enacting a law is easy but to properly implement it is the most 

difficult task. The people manning the law are more important than the enactment 

of law. Under CPA it takes 6-8 months to appoint the member which makes the 

Forums/Commission non-functional for almost one year. This automatically leads 

to pendency. People without adequate knowledge are appointed. The law is very 

160

good but its implementation and enforcement requires thinking and change. 

There is need to bring change in attitude of people as well. Mostly consumers 

approach the forums with the help of advocates who unnecessarily complicate 

the matter. You can fight your case yourself in the forum, you are competent 

enough and don‘t need advocate. People have fought cases upto NC on their 

own without help of advocates. Have confidence in yourself and forums generally 

are consumer friendly. To generate awareness do celebrate National Consumer 

Day and World Consumer Rights Day in schools and colleges though it may be 

even for 10 minutes. Raise your voice where ever you feel that wrong is being 

done to you. Like in Telemarketing all of us were getting disturbed but nobody 

raised the voice. It was on person who raised the issue, took the matter to the 

forum and now you have Do Not Disturb Registry which has benefitted all of us. 

Such initiatives are required from each one of us then only we can make a 

difference in the attitude of the market. 

The Programme ended with a Vote of Thanks from Mr. G. Ramamoorthy, 

Programme Coordinator, MISS. 




161

75 th Orientation Training Programme for the Presidents and 

Members of the District Consumer Forums 

(February 13-17, 2012) 

The Seventy-fifth Orientation Training Programme for the Presidents and 

Members of the District Consumer Forums was organised by the Centre for 


February 13-17, 2012. The programme was sponsored by the Department of 

Consumer Affairs, GoI. Thirty four participants, which included 16 Presidents and 

18 Members, attended the programme. The participants were from the state of 

Karnataka and Kerala. The objective of the programme was to build the capacity 

of the Presidents and Members of the District Forums to enable the redressal 

mechanism function effectively. 


Participants introducing themselves 

The Programme Coordinators 

Prof. Suresh Misra and Dr. Sapna 

Chadah welcomed the participants 

and briefed them about the 

programme objectives, contents and 

expectations from each participant. 

The participants while introducing 

themselves provided information 

162

about their educational qualification, work experience and the working of the 

District Consumer Forum. While highlighting the working of the District Consumer 

Forums, the participants gave an account of the nature of complaints, total 

number of pending cases, monthly disposal of cases and the time taken for the 

disposal of complaints. They also shared information about availability of 

infrastructure facilities and working environment, including facilities available to 

them. The participants in general highlighted the various problems faced by them 

in discharging their responsibilities. The objective of the programme was to 

enhance the skills of the participants and also to acquaint them with the latest 

developments and judgments in the area of consumer jurisprudence. 

The Programme Coordinators 

briefed the participants about the 

activities of IIPA and Centre for 

Consumer Studies. The participants 

were informed that as a part of large 

number of measures undertaken by 

the Department of Consumer Affairs, 

Government of India for protection of 

consumers, it has established the 

Centre for Consumer Studies at IIPA 

and also given a Consultancy Project. The Centre for Consumer Studies is a new 

Centre at IIPA which is fully funded and supported by DCA. It is a unique type of 

Centre to protect and promote the rights of consumers with special emphasis on 

rural consumers. They highlighted the various activities conducted by the Centre. 

The broad activities of the Centre include training, research, advocacy, 

consultancy and networking with other institutions and organisations. The Centre 

is involved in training of personnel involved in the administration of Consumer 

Protection Act. Besides this the Centre is also organizing a number other training 

programmes, workshops, conferences for a number of stakeholders and national 

seminar on issues of topical importance. The Centre also brings out a number of 

publications on various issues related to consumer protection. This includes 

books, monographs, publicity material and e-newsletter. 

Programme Coordinators briefing the 

participants 

163

Prof. Suresh Misra providing an overview of 

Consumer Protection 

The programme was divided 

into a number of thematic sessions. In 

the introductory session on 

‗Consumer Protection: An Overview‘ 

Prof. Suresh Misra illustrated the 

need and importance of Consumer 

Protection in the emerging world 

order. He focused on various 

problems being faced by the 

consumers and illustrated the lack of 

concern among the business towards consumer welfare. He also gave a 

comprehensive picture of the international dimension of Consumer Protection 

and traced the growth of consumer movement. He highlighted that it is in the 

interest of the business to provide quality products and services to the 

consumers. Dr. Sapna Chadah in her presentation on ‗Consumer Protection Act 

and Rule‘ analysed the legal history of consumer protection in India and the 

rationale for enactment of the Consumer Protection Act in 1986. She gave a 

bird‘s eye view of the CP Act and its various provisions. Illustrating her point with 

a number of examples and judgments of the National Commission and the 

Supreme Court Dr. Sapna focused on the outcome in terms of relief to the 

consumers and the development of consumer case law. In the session on 

‗Consumer Education and Awareness‘ Dr. Mamta Pathania discussed in detail 

the ways and means to educate the consumers and enhance awareness. She 

also gave an account of the various programmes and policies of the Department 

of Consumer Affairs to educate the consumers. 

Justice J. D. Kapoor, Former President, 

Delhi SCDRC addressing the participants 

164 

Interacting with participants on 

the theme ‗Working of Adjudicatory 

Bodies: Procedural Aspects‘ Justice J. D. 

Kapoor, Former President, SCDRC, 

Delhi elaborated certain administrative 

and procedural aspects relating to 

working of District Forums and also 

clarified a number of legal aspects with

the help of case laws. The other sessions were on Defective Goods & Consumer 

and Banking & Consumer by Dr. G.K. Kapoor; Medical Negligence and 

Consumer by Prof. M.K. Balachandran; Housing and Consumer by Shri Rabindra 

Bana; Insurance and Consumer by Shri S.M. Tripathi, and Transport and 

Consumer by Shri S.K. Sharma. 

Group Presentation by the participants 


participatory in nature. The 

participants were divided into various 

groups to work on case laws. The 

objective was to help the new 

members to understand case law and 

interpret various provisions in a case 

law. The participants presented their 

reports and the Presidents gave their 

comments on the analysis of case 

laws followed by discussion. Apart from this the participants were given a 

comprehensive input on Judgment Writing and how a good and effective 

judgment is to be written. A good judgment should highlight the facts and the 

parties should be able to understand the order. The participating members were 

given specific cases on which they had to write their judgments. The judgments 

were discussed before a panel consisting of the Programme Coordinators and 

the Presidents of the District Forums. 

Hon’ble Justice Ashok Bhan, President, 

NCDRC and Hon’ble Justice R.C. Jain, 

Member, NCDRC interacting with the 

participants 

During the Programme the 

participants visited the National 

Commission and observed the 

proceedings of the Commission. 

They also met Hon‘ble Justice Shri 

Ashok Bhan, President, NCDRC and 

Hon‘ble Justice Shri R.C. Jain, 

Member, NCDRC. They inquired 

about the working conditions at the 

forums and problems faced by the 

Members. They also clarified a 

165

number of doubts, relating to honorarium and legal interpretations of the 

provisions of the CPA, raised by the participants. 




Very Well 

structured 



Very 

un-structured 

13 20 1 - 



19 13 2 - 


handle 

Very useful Quite useful Of limited use Not at all useful NC 

17 14 2 - - 




12 14 6 1 



Extremely 

relevant 

Considerably 

relevant 

Fairly relevant Not at all relevant NC 

16 14 3 - 1 

166


Satisfied 

fully 

Satisfied 

to a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 

a. Reception 16 8 6 1 1 


accommodation 


service 

d. Class room 

Facilities 

e. Interaction with the 

Faculty 

NC/ 

NA 

10 7 13 3 1 

11 8 12 1 2 

27 2 4 - 1 

18 8 7 - 1 

f. Recreation Facilities 10 10 10 1 3 

167


Sl. 

No. 



Good 

Good Fair 

NC 

1. Consumer Protection: An Overview Suresh Misra 12 15 6 - 1 

2. Consumer Protection Act/ Rules Sapna Chadah 14 12 7 - 1 

3. Consumer Education and Awareness Mamta Pathania 8 15 9 1 1 

4. Art of Judgment Writing Sapna Chadah 11 13 6 1 3 



Justice J. D. 

Kapoor 

8 12 11 2 1 

6. Defective Goods and Consumer G. K. Kapoor 8 15 7 1 3 

7. Banking and Consumer G. K. Kapoor 7 16 9 1 1 

8. Medical Negligence and Consumer M. K. Balachandran 12 14 5 1 2 


Sapna Chadah 

8 18 6 - 2 

10. Housing and Consumer Ravindra Bana 6 16 9 1 2 


Sapna Chadah 

15 12 6 - 2 

12. Insurance and Consumer S. M. Tripathi 7 13 8 2 4 


Sapna Chadah 


Sapna Chadah 

6 17 8 - 3 

7 14 10 - 3 

15. Transport and Consumer S. K. Sharma 4 12 9 1 8 

168


All 9 

Medical Negligence and Consumer 7 

Case Law Discussion and Presentation 7 




Insurance and consumer 2 

Consumer Protection: An Overview 2 

Defective Goods and Consumer 1 



None 11 




Consumer Protection Act/ Rules 1 



7 17 10 - 


your work 

Yes No NC 

33 1 - 

169

Lectures on various topics by the speakers with recent decisions 

improved the knowledge. 

Got an idea for writing the judgments and gained knowledge about 

Consumer Protection Act. 

The speakers gave key points on how to appreciate CP Act provisions 

and arrive at final conclusion. 

The books, brochures and material supplied were good. 

Helpful in judgment writing. 

The concepts like award of compensation, deficiency in service and 

defect in goods were clarified. 

Knowledge imparted will make functioning of the Forum more effective 

and consumer friendly. 

We were enriched further to appreciate the legal dimensions of the case 

laws developed in the area of consumer protection. 

The course will enable us to write judgments in better manner. 

Cleared doubts on the application of law. 

Increased consumer education and awareness. 

Inculcated the idea that the Act is beneficial legislation for consumers. 

The programme will help to serve better in the District Forum. 


Hostel maintenance requires improvement and rooms need renovation. 

Boarding and lodging facilities need to be improved. 

Visit to important places may be arranged. 

The duration of the Programme may be increased. 


Will like to attend the course again if opportunity is provided. 

The programme be organized every year in the concerned state itself. 

The training should be imparted at the initial stage of the career as 

Member of District Forum. 

A course like this should be conducted in every state once in a year. 

The programme is of short duration and duration needs to be extended to 

10 days. 

The food pattern may be improved by changing food items daily. 

The Supreme Court and High Court Judges be invited as faculty. 

The training may be conducted in the Judicial Academy. 

170










Registrar, Academic Support), and Shri Vijay Sharma (Training Assistant) 



















171

Two Day Workshop on Consumer Protection and Consumer 

Welfare in collaboration with the IIPA Jharkhand Regional Branch 

(February 22-23, 2012) 

A Two Day Workshop on Consumer Protection and Consumer Welfare was 

organized by the Centre for Consumer Studies, Indian Institute of Public 

Administration, New Delhi in collaboration with IIPA Jharkhand Regional Branch from 

February 22-23, 2012. The Department of Consumer Affairs, Government of India, 

sponsored the programme. 120 participants attended the programme. 

The objectives of the workshop were to: 

 

 

 

 

 

to enhance the knowledge and skill of the participants in the area of 







sectors such as electricity, telecom, banking, etc 



Digritaries on the Dias 

172

Dr. M P Singh, Vice President, IIPA Jharkhand 

Regional Branch delivering the Welcome Address 

The Programme commenced 

with a Welcome Address by Dr. M 

P Singh, Vice President, IIPA 

Jharkhand Regional Branch. He 

briefed the participants about the 

objectives of the programme and 

the topics to be covered. The 

workshop started with welcoming 

of the guest and lighting of the 

lamp by the Guests followed by a 

welcome song. 



addressing the participants said 

that the C P Act is one of the 

finest legislations but 

still the 

awareness level among masses 

is quite low. For making people 

aware of the consumer rights, 

the redressal machinery, and 

also to provide better services 

there is a need to develop 

confidence among consumers, making them self reliant by providing information. 

He highlighted that Centre for Consumer Studies is one such initiative of the 

Department of Consumer Affairs, which works as a nodal centre for training, 

research and consultancy in the area of consumer protection. He said that the 

Centre has been trying to involve various stakeholders in the consumer 

movement. It is by medium of such programmes that we are trying to bridge the 

gap between the stakeholders and the consumers at large. He stressed that 

translating education and awareness into action is what is required to be done 

.Both the service provider and the consumers need to be inculcated with the spirit 

of consumer protection. 

Prof. Suresh Misra, Chair Professor & Coordinator 


173

Shri Arun Kumar 

Singh, IAS, Principal 

Secretary, Department of 

Agriculture, Government of 

Jharkhand in his inaugural 

address said the workshop 

is very apt in the series of 

consumer movement. The 

Act has been in operation 

since 1986 but despite of 

this lot of consumers are not 

aware of their rights. He said 

that redressal of grievances of consumers should be accorded priority and for 

that simplification of the redressal mechanism is required to be conceptualized. 

Highlighting about the Consumer Protection Act, 1986 he said that it is a piece of 

social welfare legislation which protects the consumers against the unscrupulous 

manufacturers and service providers. Therefore, there is a need to make more 

and more people aware about this Act so that they can fight against dishonest or 

corrupt practices resorted to by the traders or service providers. He said that 

keeping in view the demand of present era no society will ever proceed with a 

desire to achieve for the future without making the people conscious about their 

rights and to make a society a better place to live in. The need of the hour is that 

consumer awareness and education should be taken to the rural masses and 

each of us should strive for it. 

Mr. A K Singh, IAS, Principal Secretary, Department 

of Agriculture, GoJ delivering the Inaugural Address 

174

Prof N P Singh, Chairman, Standing Committee, IIPA, 

delivering the Special Address 

Chairman 

Prof N P Singh, 

Standing 

Committee, IIPA, New Delhi 

while delivering the Special 

Address said that consumer 

protection is an area of great 

importance. He said the 

theme of the seminar is 

relevant and it is a time for 

the coming generations to 

speak for their rights, 

understand 

their 

responsibilities and be in pace with the consumer movement. Talking about the 

consumer awareness he highlighted that the Center of Consumer Studies, IIPA is 

doing a commendable job by taking the consumer issues in toto and making the 

consumers all over India aware of the C.P Act and also about consumer rights. 

He stressed that today with the advent of liberalization things have changed. Due 

to lack of activism in this area we are confronted with numerous problems such 

as deficiency in services and adulterated and spurious products which are further 

leading to health hazards. He stressed that due to various marketing gimmicks 

the problems are rising in number as nowadays the problems and deficiencies 

come in good and attractive packages and therefore consumer protection has 

become more important in present scenario. 

175


The Programme was divided into six Technical Sessions. Consumer 

Welfare and Consumer Protection Act focused on the law and policy framework 

for Consumer Protection and Consumer Welfare in India and Consumer 

Protection Act/Rules giving a comprehensive picture of various consumer laws 

and particularly the Consumer Protection Act. Consumer Education and 

Awareness emphasized on the various schemes and programmes of the 

Department of Consumer Affairs aiming at generating awareness as consumer 

education and awareness is a basic consumer right and encompasses a wide 

spectrum of issues. Service Sector and the Consumer worked out interplay of 

different service sectors and specifically talked about ways and means to redress 

deficiency in service sector. Rural Consumer: Need for Protection was an effort to 

look into the change in the lifestyle, buying behaviour patterns of rural 

consumers, highlighting the rampant exploitation of rural masses due to 

globalization. Food Safety and Consumer focused on the need and importance of 

safe and healthy eating habits making the participants aware of the legal 

provisions under the law for food safety. 

176


The First technical 

session ―Consumer Welfare 

and Consumer Protection Act‖ 

was chaired by Dr. Bahadur 

Singh, Chairman, CIT, 

Tatisilwai and co chaired by Dr 

S K Jha, Joint Secretary, IIPA, 

JRB. Prof. Suresh Misra, Chair 

Professor and Coordinator, 

CCS, IIPA , New Delhi 

provided an overview of the 

law and policy framework for Consumer Protection and Consumer Welfare in 

India and Consumer Protection Act/Rules which gave a comprehensive picture of 

various consumer laws and particularly the Consumer Protection Act in his 

presentation on Consumer Protection: An Overview 

Dr. Mamta Pathania addressing the participants 

The Second technical 

session on ―Consumer 

Education and Awareness‖ 

was chaired by Col. (Rtd) S K 

Sinha, HOD Management, S N 

Sinha Institute of Business 

Management, Ranchi and co 

chaired by Dr. S. K Jha, 

Associate Professor, Doranda 

College. Dr. Mamta Pathania, 

Assistant Professor, CCS, IIPA, 

New Delhi focused her presentation on Consumer Education and Awareness, 

highlighting the various schemes and programmes of the Department of 

Consumer Affairs aimed at generating awareness which requires sustained 

efforts on the part of each and every individual as a consumer. 

177

The theme of Third Technical Session of day one was ―Service Sector and 

Consumer.‖ It was chaired by Shri Manoj Sinha, Deputy Director, JTDS, GoJ and 

Co –chaired by Prof. B. B. Verma, SNSIBM, Ranchi. Shri K C Pandey, GM, 

(Sales and marketing), BSNL, Jharkhand in his presentation highlighted the 

customer redressal system in the telecom sector making the consumers aware 

about their rights in the telecom sector and also the TRAI guidelines. 

On the second day, the Fourth Technical Session was on ―Rural 

Consumer: Need for Protection‖. It was chaired by Col. (Rtd.) S K Sinha, HoD, 

Management, SNSIBM, Ranchi and Co –chaired by Prof. B. B. Verma, SNSIBM, 

Ranchi. In this session Prof. Suresh Misra, Chair Professor and Coordinator, 

CCS, IIPA, New Delhi focused his presentation on rural consumers. It was an 

effort to highlight the change in the lifestyle, buying behaviour patterns of rural 

consumers and drew attention of participants to the rampant exploitation of rural 

masses due to globalization. 

The theme of Fifth Technical Session was ―Food Safety and Consumer‖. It 

was chaired by Dr. Sunita Roy, Director, SNSIBM, Ranchi and co chaired by Dr. 

Jyotsna, SNSIBM, Ranchi. In this session Dr Mamta Pathania, Assistant 

Professor, CCS, IIPA, New Delhi highlighted the need and importance of safe 

and healthy eating habits making the participants aware of the legal provisions 

under the law for food safety. Dr Dibya Mishra, SNSIBM, Prof. S R Prasad, 

SNSIBM and Dr R P Gope, Yogoda Mahavidyalaya also made their 

presentations on Food Adulteration and Misleading Advertisements. 

The Sixth Technical session was on Service Sector and the Consumer. 

The session was chaired by Shri R K Ranjan, Dy. Director, Department of Social 

Welfare, GoJ and co-chaired by Prof. S. R. Prasad, SNSIBM. In this session Mr. 

S C Mishra, Chief Engineer (Commercial & Revenue), JSEB, Ranchi focused his 

presentation on the issues related to consumers in the electricity sector and 

made the participants aware about the redressal mechanism in the electricity 

sector. Dr S K Jha, Associate Professor, Doranda College made his presentation 

on the service sector and the consumer and focused his presentation on 

protection of rural consumers. The main thrust of the programme was to acquaint 

178

the participants with the nature of problems that are faced by the consumers in 

various service sectors and the process of redressal of their complaints. 

The sessions were 

followed by a Panel 

Discussion. The panelists 

were: Shri A K Singh, Chief 

Executive Officer, ESSAR 

Steel and Power, Mumbai, 

Prof. N P Singh, Chairman 

Standing Committee, IIPA, 


Professor, IIPA, New Delhi, 

Prof. S R Prasad and Prof. 

Dignitaries in the Panel Discussion Session 

(Col) S K Sinha, HoD, SNSIBM, Ranchi. In this session the participants asked 

many questions on different aspects of consumer Protection and related issues 

.The questions were well taken by the panelist. The session focused on 

increasing the awareness and education of the participants with regard to 

consumer protection. 

Shri A K Singh, Chief Executive Officer, ESSAR Steel and 

Power, Mumbai delivering the valedictory address 

179

On the concluding day, Shri A K Singh, Chief Executive Officer, ESSAR 

Steel and Power, Mumbai graced the valedictory session with his presence. In 

his Valedictory Address he congratulated IIPA for the initiatives with regard to 

carrying the consumer movement forward. Talking about the importance of C P 

Act he said that as the aspirations of the people have changed with the changing 

economy due to competition there is a need to revisit the Act as the present 

system is not able to lessen the gap between the theoretical and practical 

application of the C P Act. He said that the C P Act needs to be improved as the 

present rate of awareness in different states is not sufficient. Fine tuning of the 

Act is what is required to make the consumer movement reach the masses. He 

stressed that the habit of buying three when only one is required is something 

which is leading to problems. Addressing to numerous issues he said that why 

can‘t we be happy with the things we have, why every person is in the rat race of 

consuming more than the other, are some of the questions confronting us ,the 

answer to which lies only in two words i.e. simple living. 

The programme ended with a formal vote of thanks by the Prof. S. R 

Prasad, SNSIBM. The programme was appreciated by the participants, who were 

of the view that such programme are useful and should be held at regular 

intervals. 




180

One day Inter-College Competition on Consumer Protection and 

Consumer Welfare- “Consumidor’ 12” 

at 

Kamala Nehru College, New Delhi 

February 24, 2012 

The Centre for Consumer Studies, the Indian Institute of Public 

Administration, New Delhi organized one day Inter-College Competition Activities 

on Consumer Protection and Consumer Welfare-―Consumidor‘ 12‖ in 

collaboration with the Consumer Club of Kamala Nehru College, New Delhi on 

February 24, 2012. The objective was to educate the young minds regarding their 

consumer rights and spread consumer awareness among them. Around 200 

students from various colleges of University of Delhi participated in the activities. 

Dignitaries Lighting the Lamp 

The Programme began with lighting of Lamp by the dignitaries. Dr. 

Sadhana Maheshwari, Vice Principal welcomed all the dignitaries and 

participants to the programme. She said that consumer protection is an issue of 

contemporary relevance which affects all of us. The students are the future of the 

Nation. If they are trained and educated on these issues in schools and colleges, 

it will definitely empower them to fight for their rights. Further children are 

compulsive buyers; they want to purchase everything which fascinates them. In 

such a scenario it becomes important to spread awareness among them. 

181

Shri Rajiv Agarwal, Secretary, Department of 

Consumer Affairs, GoI delivering the 



inaugurated by Shri Rajiv Agarwal, 

Secretary, Department of 

Consumer Affairs, Ministry of 

Consumer Affairs, Food and 

Public Distribution, Government of 

India. Quoting Mahatma Gandhi 

he said that the consumer 

satisfaction is the biggest purpose 

of the business. The objective of 

the Consumer Protection Act, 1986 

is to ensure that the consumer gets 

value for his money. The CP Act was enacted in pursuance of UN Guidelines on 

Consumer Protection adopted in 1985 which mandated member countries to 

enact laws for better protection of consumers and take initiatives to generate 

awareness among consumers. Inspite of the enactment of the Act the consumers 

are still victims of many unscrupulous practices like adulteration, short weights 

and measures, dubious hire purchase agreements, etc. Technological 

advancements no doubt have made available larger variety of goods and 

services to the consumers which are now a click away. But at the same time 

have posed further challenges for the consumers. Misleading ads, cyber crimes, 

plastic money frauds, are some of the challenges which consumers face in the 

21 st century. The government has taken many initiatives to generate awareness 

among consumers which include the ‗Jago Grahak Jago‘ campaign through 

media and consumer clubs in schools and colleges. Consumer protection and 

welfare has also been introduced in the curriculum of schools and colleges. 

The consumer club scheme was started in 2002 with the objectives to 

create awareness among students about their rights and duties as consumer; to 

introduce students to consumer rights; to educate the consumers to take 

judicious decisions regarding their purchases; to educate consumers about the 

legal provisions in order to protect them from being cheated by the 

manufacturers. The aim was to equip the students with knowledge and skills to 

empower them as knowledge is power and ignorance is the root cause of all 

exploitation. Under the scheme more than 7000 clubs are being run successfully 

182

in 23 states. Children are the hope and future of our country and it is most 

important to equip them with the knowledge and skills to enable them make 

intelligible decisions in the market place. Nowadays children have large money to 

spend and are also influencing the marketing decision of the family. The internet 

is becoming a chosen media for the children to make all sorts of transactions 

without knowing the full consequences of the same. In such a scenario teaching 

them to become empowered consumers should be our goal. Teachers should be 

philosopher, guide and friend for the children to develop them into good and 

empowered citizen who not only know their rights but are also aware about their 

responsibilities. 

Prof. K.V. Bhanu Murthy, Head Department of 

Commerce addressing the participants 

Prof. K.V. Bhanu Murthy, 

Dean, Faculty of Commerce and 

Business & Head, Department of 

Commerce in his address said 

that though the consumer 

movement is very old in the 

country but it has not taken up in 

the way it should have been. The 

problem has further aggravated 

with liberalization and 

globalisation when the 

consumers are bombarded with all sort of goods and services, about the quality 

of which the consumer has no surety. The consumer exploitation is more in rural 

areas where more than 70% of the population lives. Recently, the rural scenario 

in the country has emerged as a lucrative option for the mainstream economy. 

The MNCs observe them as potential markets for their products and accordingly 

design their goods. Due to lack of awareness and education among the rural 

masses look-alikes and spurious, harmful products are being sold in rural 

markets. He said that the success of consumer movement depends on the 

involvement of all the stakeholders in the movement. The consumers need to get 

organized to take the movement forward and the whole responsibility cannot be 

left on the government and NGOs. For the success of the movement the students 

and teachers are required to be roped in. Therefore, the education on consumer 

183

protection should start from the school level. The students can also play 

important role in taking the awareness to the grass root levels. 

Dr. Sheetal Kapoor providing an overview of 

the activities of Consumer Club at KNC 

Dr. Sheetal Kapoor, 

Associate Professor, Department 

of Commerce, KNC and 

Convener of the Consumer Club 

provided an overview of the 

activities being undertaken by the 

Consumer Club of her college. 

She said that the Kamala Nehru 

College has been the pioneer in 

Delhi University in starting 

consumer club. It was established 

on 29 th November 2005. The club is regularly bringing out its Annual Bulletin 

‗Awaken‘ which has articles and information relating to consumer issues. Since 

then the consumer club is regularly organizing annually a number of activities in 

the areas like special lectures on various consumer related issues, nukkad natak, 

debate competition, slogan competition etc. The purpose is to create awareness 

among the students about their rights and duties as consumers. 

The occasion was marked 

by the release of the new issue of 

Awaken- a magazine of 

Consumer Club by Shri Rajiv 

Rajiv Agarwal, Secretary, DCA, 

GoI. 

Release of the new issue of Awaken magazine 

by Shri Rajiv Rajiv Agarwal, Secretary, DCA, GoI 

184

Students participating in various activities during the Consumidor’ 12 

In the Annual Consumer Festival four activities were organized which 

included Brand-o-Mania (Quiz Competition), Poster-making Competition, Slogan 

Writing Competition and Nukkad Natak. The theme of all programmes was 

‗Consumer Rights‘. The poster making competition was on the theme ―Green 

Consumerism‖ with the idea of generating awareness among the students on illeffects 

of our consumption on the environment and need for sustainable 

consumption. 

Posters made by the students in the Poster 

Making Competition 

185

Slogans created by the Students in the Slogan Making Competition 

1. ―grahak mera naam hai, sartak rehna mera kaam hai...koi mujhe thag na 

pae..yahi ek grahak ka abhiman hai. Jo shiksha paega,vahi raja kehlaega. 

– Priyanka Gussain, KNC 

2. ―Advertisements are deceiving, don‘t fall into their prey. Free goodies and 

discount receiving are among the popular ways‖ – Saumya, Motilal Nehru 

College 

3. Consumer is the king, wind beneath sellers wing, now consumer is aware 

of his rights, beware or else seller might face sleepless nights.—Deeksha 

Rastogi, KNC 

4. Sellers fulfil your social responsibility; we‘ll take care of your profitability. – 

Ishita Nagpaul, KNC 

5. ―grahak ka yeh zamana hai, ab sara jahan humara hai‖—Maitrayi Patak, 

KNC 

6. Sharing ―trust‖, sharing ―satisfaction‖-doing it with a smile --Shubham, 

Zakir Hussian College 

7. My money your quality-Priyanka Goyal, KNC 

8. Myriad are the choices echoing different voices for you are our god and 

consumer you are called—Aatina Malik , KNC 

9. Consumer is king, can fight against the sins that are continuously 

prevailing-- Aditi Singh, Motilal Nehru College 

10. Pachtana na padhe baram-bar, is liye le aao abhi sara gyan,1986 

protection act ke 6 rights ke doran, ab toh khula hai consumer forum bhi 

yaha‖—Neha Tyagi KNC 

11. It‘s your money, not just a thing, spend with your brains because 

consumer you are the king—Vani, KNC 

12. See the things, be the king, you are the power, you have the power, take 

the things that is our—Payal Lamba, KNC 

13. Consumer is king as he gives the producer the wings of the product 

acceptance—Jasmine Kaur Maini, KNC 

186

14. Beware there could be fraud inside, he could cheat you by telling that 

wrong is right—Sugandha Kumar, KNC 

15. Enlightened consumer is a powerful consumer, know your rights, be the 

king, enjoy the power—Sonal Thakur, KNC 

16. More choice more pleasure because king deserve it all. We are cool, 

beware the marketing fools—Akankshita Dey, KNC 

17. Shahrukhan ban ke baniyan, ban gaya don, utara toh pehchan nai paya 

tha vo kaun--- Nancy, KNC 

18. You are the king, you are the hero without you even the biggest MNCs are 

zero—Samridhi Ohri, KNC 

Teams performing Nukkad Natak 


Programme Coordinator 

187

5 th TRAINING OF TRAINERS PROGRAMME FOR HEADS/ 

PRESIDENTS/ SECRETARIES/ DIRECTORS OF NGOS /VCOS ON 

CONSUMER PROTECTION AND CONSUMER WELFARE 

(March 12-16, 2012) 

A Training of Trainers Programme for the Heads/ Presidents/ Secretaries/ 

Directors of NGOs / VCOs on Consumer Protection and Consumer Welfare was 


Administration, New Delhi from March 12-16, 2012. The Department of 

Consumer Affairs, Government of India, sponsored the programme. Twelve 

participants from different States attended the programme. The programme was 


directed by Prof. Suresh Misra and Dr. Mamta Pathania. The objectives of the 

Training Programme were to enhance the knowledge and skill of participants in 

the area of Consumer Protection and Consumer Welfare; make them understand 

the need and importance of Consumer Protection and Welfare; acquaint them 

with the national and international dimensions of Consumer Protection and the 

role of various stakeholder; explain them about various provisions of the 

Consumer Protection Act and other legislations having a bearing on Consumer 

Protection; discuss the legal dimensions of Consumer Protection in different 

service sectors such as medical, banking, insurance, etc, and develop their 

training skills. 

188

The 

Programme 

commenced with a briefing by the 

Programme Directors, Prof. 

Suresh Misra and Dr. Mamta 

Pathania. During the briefing 

session Prof. Suresh Misra, Chair 

Professor and Coordinator, CCS, 

IIPA highlighting the importance 

of consumer protection in the 

present era, informed the 

participants about the objectives 

Prof. Suresh Misra and Dr. Mamta Pathania 

in the Briefing Session 

of the programme, the topics to be covered, the methodology to be followed and 

the need for such a programme. Further they were briefed about as to what was 

expected from them during and after the training. While introducing themselves 

the participants provided information about their job profile, the kind of activities 

they organize and how they would be benefited from the programme. 

Participants in the Training Programme 

The Programme was divided into a number of thematic sessions: 

Consumer Protection & Consumer Welfare – An Overview by Prof. Suresh Misra 


and Consumer Welfare in India and a session on Rural Consumers: Need for 

Education & Awareness by Prof. Misra highlighted the changing lifestyle, buying 

behavior patterns of rural consumers thereby bringing to light the rampant 

189

exploitation of rural masses due to globalization. Consumer Protection: Law and 

Policy was covered by Dr. Sapna Chadah, which gave a comprehensive picture 

of the law and the Consumer Protection Act. A session on Consumer Protection: 

Education & Awareness, highlighting the various schemes and programmes of 

the Department of Consumer Affairs aimed at generating awareness was 

covered by Dr. Mamta Pathania. Dr Pathania also highlighted the need and 

importance of safe and healthy eating habits making the participants aware of the 

legal provisions under the law for food safety in her session on Food Safety and 

Consumer. 

Other themes covered were: Medical Negligence and Consumer by Dr. 

Kiran Gupta; Misleading Advertisements and the Consumer by Dr. Amit Kumar 

Singh, IIPA; Working of Consumer Redressal Agencies by Dr. Premlata; 

Insurance and Consumer by Sh. S. M Tripathi, State Consumer Helplines and 

Knowledge Portal by Mr. S. K. Virmani , Housing and Consumer by Sh. Ravindra 

Bana, Banking and the Consumer by Dr. Sheetal Kapoor and Training 

Techniques and Methodology by Sh. G. K. Pandey. 


190


into groups and each group was given one topic which was discussed in the 

group and later on presented. The topics of group report presentation were- 

Consumer Education and Awareness is the best way to protect the consumers. 

How can this be enhanced and what role consumer organizations can play; 

Assess the Quality of Services being provided by the service providers (Banking, 

Insurance, Housing, Medical, etc). What steps can be taken to protect the 

consumers from deficiency in services; Advertisement is a major source of 

Information and consumer education. What steps should be taken to protect the 

consumer from misleading advertisements and Food Adulteration is a major 

problem faced by the Consumers. What steps can be taken to protect the 

consumers 

Each group was to prepare a group report on the given topics, keeping in 

view the problems in the particular sector and provide their suggestions for future 

course of action .The presentations were very interactive and participatory. On 

the concluding day the certificates were distributed to the participants by Prof. 

Suresh Misra, Chair Professor and Coordinator, CCS, IIPA, New Delhi. 

The programme ended with a formal Vote of thanks by the Course Coordinators. 




Very Well 

structured 



Very 

un-structured 

9 3 - - 



10 2 - - 

191


handle 


9 3 - - 



Extremely Considerably Fairly Not at all NC 

8 4 - - - 



Extremely 

relevant 

Considerably 

relevant 



8 4 - - 


Satisfied 

fully 

Satisfied 

to a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 



accommodation 


service 

d. Class room 

Facilities 


the Faculty 

5 6 1 - - 

5 7 - - - 

12 - - - - 

10 2 - - - 

f. Recreation Facilities 6 6 - - - 

NC/ 

NA 

192


Sl. 

No. 



Good 

Good Fair NC 

Suresh Misra 10 2 - - - 

1. Consumer Protection & Consumer 

Welfare – An Overview 

2. Consumer Protection: Law & Policy Sapna Chadah 8 2 1 - 1 

3. Consumer Education & Consumer 

Awareness 

4. Rural Consumers: Need for Education 

& Awareness 

Mamta Pathania 10 2 - - - 

Suresh Misra 8 4 - - - 

5. Medical Negligence and Consumer Kiran Gupta 7 3 2 - - 

6. Working of Consumer Redressal 

Agencies 

Premlata 8 4 - - - 

7. Insurance and the Consumer S.M. Tripathi 5 4 3 - - 

8. Knowledge Portal and State 

Consumer Helplines 

S. K. Virmani 3 5 3 1 - 

9. Food Safety and the Consumer Mamta Pathania 6 5 1 - - 

10. Housing and the Consumer Ravindra Bana 4 4 4 - - 

11. Banking and the Consumer Sheetal Kapoor 2 7 2 - 1 

12. Misleading Advertisement and 


Amit Singh 4 7 1 - - 

13. Training Techniques & Methodology G. K. Pandey 8 2 2 - - 

14. Group Report Presentation Suresh Misra 


7 4 - - 1 



Rural Consumer: Need for Education and Awareness 3 

Food Safety and Consumer 3 

Consumer Education and Consumer Awareness 2 

Consumer Protection :Law and Policy 2 

Misleading Advertisement and Consumer 2 

All 2 

Training Techniques and Methodology 2 

Housing and the Consumer 1 

Consumer Protection & Consumer Welfare – An Overview 1 


193


None 5 

Knowledge Portal and State Consumer Helplines 2 


Insurance and the Consumer 1 

Training Techniques and Methodology 1 

Consumer Protection: Law & Policy 1 

Food Safety and Consumer 1 




9 3 - - 


your work 

Yes No NC 

12 - - 


 

 

 

 

 

 

 

Will conduct awareness programmes on Consumer Protection and 

Welfare in our State. 

Enhanced the knowledge of Consumer Protection and Consumer Welfare. 

Consumer Protection should be included in the school syllabus for children 

to learn about it. 

Transmit the knowledge on consumer protection laws and role of 

consumer protection to people who are from rural background. 

Training will improve our functioning in the organizations. 

More awareness about consumer related issues 

Helped in developing training skills 


 

 

Atleast two such courses should be organized in a year for NGOs. 

Some practical exposure should be included. 

194

Classes on RTI should also be included 

Well structured and informative Programme which gave in depth analysis 

of various topics related to consumer protection and consumer welfare. 

Representatives of IRDA should be invited for giving lectures. 

May include field visit to consumer court/ consumer organization to 

understand their functioning. 

Enhanced the knowledge and working ability of heads of VCO‘s and 

thereby benefitting the consumers in turn. 

Refresher Courses should be conducted again in future. 








officers and staff of the Administration and training sections of the Institute for 






interest. The Secretary, Additional Secretary and Joint Secretary, Department of 

Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution, 

Government of India, deserve special thanks for sponsoring the Centre for 

Consumer Studies and reposing confidence and trust in the Indian Institute of 

Public Administration, New Delhi. 




195

Seminar 

on 


in collaboration with 

IIPA Haryana Regional Branch 

(26 March, 2012) 

A Seminar on Consumer Protection and Consumer Welfare was organised 

by the Centre for Consumer Studies in collaboration with IIPA Haryana Regional 

Branch, on 26 March, 2012 at Algol School of Management and Technology, 

Gurgaon, Haryana. The Department of Consumer Affairs, GoI sponsored the 

Seminar. 188 delegates attended the seminar. 


The Seminar was an attempt to evaluate the impact of globalization on the 

consumers in the country. The main objective of the Seminar was to discuss and 

deliberate on various issues related to consumer protection and consumer 

Welfare, create awareness regarding the consumer protection and rights of the 

consumers. 

196

The 

Seminar 

commenced with a 

Welcome Address by Shri 

Sandeep Gandhi, Principal, 

Algol School of 

Management 

and 

Technology. Shri Gandhi 

highlighted that 

globalisation 

the era of 

has 

undoubtedly benefited the 

consumers with a wide 

range of products and 

services but at the same time the consumers in the developing societies like India 

which has a large number of emerging rural consumers are at times taken for a 

ride in a highly competitive market. Even the urban middle class face the problem 

of redressing their grievance against unscrupulous multinationals and corporate 

houses. He said that consumer rights can be protected if the consumer is 

organised like other pressure groups to redress their grievances. Laws alone will 

not suffice; it has to be enforced in the right way. He stressed that deliberations 

made in the seminar will throw light on different aspects of consumer laws and its 

protection. 

Shri Sandeep Gandhi, Principal, Algol School of 

Management & Technology delivering the Welcome Address 

Dr. G Prasanna Kumar, Vice 

Chairman, IIPA Haryana Regional 

Branch, while addressing the 

participants said that the subject of 

consumer protection is an area about 

which many of us still have a vague 

idea. The technological revolution and 

the expansion of the media in the 

present century has had a lot of impact 

on the consumers. Global world has 

completely changed the range of 

Dr. G. Prasanna Kumar, Vice Chairman, IIPA HRB 

addressing the Participants 

197

products and services for people in the retail market. Widespread exchange of 

goods, services and ideas have influenced changes around the world. The 

impact has been more on the emerging new middle class and rural consumers. 

He appealed for ethical standards in business transaction and also greater 

understanding of consumer behavior pattern. Thus he stressed the need of the 

hour is to sensitize the consumer and also make awareness campaigns 

especially in rural areas to make the people understand their rights and the 

manner in which it can be exercised. He gave a brief about the objectives of 

organizing the seminar and urged the participants to take active part in the 

deliberations. 

Shri B. K. Tamini, Former Member, NCDRC delivering the Key Note Address 

Shri B. K. Tamini, Former Secretary, Government of India and Former 

Member, NCDRC, New Delhi while delivering the Key Note Address said that the 

objective of the Consumer Protection Act, 1986 is to ensure that the consumer 

gets value for his money. He highlighted that the CP Act was enacted in 

pursuance of UN Guidelines on Consumer Protection adopted in 1985 which 

mandated member countries to enact laws for better protection of consumers and 

take initiatives to generate awareness among consumers. Inspite of the 

enactment of the Act the consumers are still victims of many unscrupulous 

practices like adulteration, short weights and measures, dubious hire purchase 

agreements, etc. Technological advancements no doubt have made available 

198

larger variety of goods and services to the consumers which are now a click 

away. But at the same time have posed further challenges for the consumers. 

Misleading ads, cyber crimes, plastic money frauds, are some of the challenges 

which consumers face in the 21 st century. He said that India was the first country 

to put into effect what was adopted in U.N. General Assembly in 1985 in the form 

of Guidelines on Consumer Protection. He said that our Consumer Protection 

Act remains one of the best pieces of legislation in the world. Consumer 

protection and consumer care go hand in hand and are sides of the same coin. 

The genesis of the CPA was in law of torts- which means a civil wrong wherein 

the breach in duty to take care is to be compensated with damages. The 

objective of CPA is to provide better protection of consumer rights and interests 

and for the same it provides for the setting up of quasi – judicial bodies at three 

levels. The quasi judicial bodies are required to follow summary procedure and 

give quick justice. The Consumer Protection Act in the last 25 years has achieved 

a lot. Promoting good governance and empowerment are the major aspects of 

CPA. The law meets the long felt necessity to provide a better protection to the 

consumers. It attempts to remove helplessness of the consumer which he faces 

against powerful business. The producers have secured power to rob the rest 

and papers do not move from one desk to another which has left the consumer 

helpless, bewildered and shocked. It is this group which is harassed, unprotected 

and helpless which comes to the Forum for seeking help and justice. 

He stressed that it is our duty to ensure that the consumer gets justice in 

time bound manner to keep his faith in the system. Therefore, while delivering 

justice empowerment and good governance are the key words. To protect the 

consumers from any kind of harassment it is necessary that they must be 

educated and made aware about the Act and redressal mechanism under the 

Act. The aspect of governance and empowerment are required to be raised to the 

highest level as people are lamenting for good governance. Referring to various 

provisions of the Act, rules and regulations he pointed out a number of lacunae in 

the provisions which require intervention and amendments to make the Act more 

effective. He said that the Resolution 19 of Consumer Protection Regulations 

stipulates the number of cases to be disposed of by the District Forum but there 

is no such stipulation for SCDRC and NCDRC. Section 13 stipulates the period of 

199

90 or 150 days for the disposal of original complaint but there is no time limit 

stipulated for the disposal of First Appeal and Revision Petitions by SCDRC and 

NCDRC. This needs to be looked into. The Act is silent as to how to lead 

evidence and cross examination. 

The government is also taking other initiatives to bring openness and 

transparency in the system and to make the system more consumers friendly. 

Such laws if implemented in true spirit can go a long way in bringing good 

governance in the system. The objective of the Act was speedy and quick justice 

as justice delayed is justice denied. There is also need to introduce ethics and 

morality in the working of the District Forums. Humanity, integrity, patience, 

uprightness, purity of body and mind, straight forwardness are some of the 

qualities which increase the knowledge (Gyan) and have to be possessed by all 

in public services including the functioning of three tier quasi judicial bodies. The 

philosophy of Gita says good of all and good for all. Equality of others with 

oneself and desire to bring good of all is what we should try to achieve. What is 

good for one self is good for all and what is bad and painful for me is painful for 

others. This should be the guiding principle for District Forums. Whatever we do, 

we should think of the end user. If we try to bring these virtues, then it will not 

only help us in performing our duties as members of the quasi-judicial machinery 

but also help in other aspects of life as well. 

Dr. Sapna Chadah, Assistant Professor, IIPA 


In her presentation on 

Consumer Protection: Law and 

Policy to the participants, Dr. Sapna 

Chadah, Assistant Professor, 

Centre for Consumer Studies, IIPA 

New Delhi gave a comprehensive 

picture of the law and the Consumer 

Protection Act. She stressed that 

the objective of CPA is to provide 

better protection of consumer rights 

and interests and for the same it 

provides for the setting up of quasi 

200

– judicial bodies at three levels. The quasi judicial bodies are required to follow 

summary procedure and give quick justice. 

Dr. Mamta Pathania, Assistant Professor, IIPA 


Dr. Mamta Pathania, 

Assistant Professor, 

Centre for 


in her presentation quoted the 

words of wisdom of Mahatma 

Gandhi ―Earth provides enough to 

satisfy every man‘s need but not 

every man‘s greed.‖ indicating the 

aggressive consumerist culture of 

the present time .Her presentation 

on Consumer Protection: 

Education & Awareness, 

highlighted the various schemes and programmes of the Department of 

Consumer Affairs aimed at generating awareness. Lack of machinery and 

awareness of redressal procedures have put the consumers at times in the dock. 

She highlighted the right choices that have to be adopted to protect against 

wrong deals. Consumer education, involving Panchayats, building capacity of the 

local officials and strengthen mechanisms of consumer redressal at all levels 

would help in strengthening the consumer movement 

A presentation on Misleading 

Advertisements and the Consumer was 

made by Dr. Amit Kumar Singh, CCS, 

IIPA. Conceptualizing the nature of 

globalisation and its trends, he analyzed 

the changing dynamics of consumer 

preferences and showed concern for the 

emerging rural consumers who get 

carried away by advertisements 

. Dr. Amit Kumar Singh, Research Officer, 

IIPA addressing the participants 

201

Participants in the Seminar 

The presentations were followed by a brain storming session where 

participants raised several questions and clarifications over various issues and 

how best the consumers can be protected in an ever expanding consumerist 

culture. 

Shri M. C. Gupta, 

Chairman, IIPA Haryana Regional 

Branch while addressing the 

participants in his concluding 

observation highlighted that 

today‘s consumers are part of the 

global market, and more so of the 

cyber market. He said laws can 

only protect them if they are 

properly enforced. If there is a 

failure of the redressal machinery 

then the people will question the character of a democratic polity. Consumer 

protection laws will have little practical use if they are not able to protect the 

consumers in the global economy. Along with the government, non-governmental 

organizations, media and the civil society are to play a very constructive role in 

this regard. 

Shri M. C. Gupta, Chairman, IIPA HRB 

Addressing the Participants 

202

The seminar came to its logical conclusion with a formal Vote of Thanks by 

Shri H R Bangia, Hony. Secretary, IIPA, Haryana Regional Branch to the Chief 

Guest, Guest Speakers, participants, and the Centre for Consumer Studies for 

their support in conducting the seminar. The programme was appreciated by the 

participants, who were of the view that such programme are useful and should be 

held at regular intervals 


Seminar Coordinator 

203

Two Day National Seminar 

on 

“Consumer Activism, Competition and Consumer Protection” 

at 

Centre for Consumer Protection law & Advocacy 

Rajiv Gandhi National University of Law, Punjab 

(April 7-8, 2012) 

The Centre for Consumer Studies, IIPA organized Two day National 

Seminar on ―Consumer Activism, Competition and Consumer Protection‖ on April 

7-8, 2012 in collaboration with Rajiv Gandhi National University of Law, Patiala, 

Punjab. Around 200 participants participated in the seminar which included 

academicians, researchers, and policy-makers, representatives of VCOs / NGOs 

and students. The objectives of the Seminar were to: acquaint the participants 

with the need and importance of Consumer Protection and Consumer Welfare; 


Welfare; acquaint them with redressal mechanism available under the Act; inform 

them about the regulatory mechanism for consumer protection and competition; 

and build their capacity in the area to enable them to take the consumer 

movement forward. More than 100 papers were presented in two days on various 

aspects of consumer activism, consumer protection and competition. 

Dignitaries Lighting the Lamp at the Inauguration of the Seminar 

204

Dr. Parmit Singh Jaswal, VC, RGNUL welcoming the 

dignitaries & participants 

The programme began 

with the Welcome Address by 

Dr. Parmit Singh Jaswal, Vice- 

Chancellor, 

RGNUL. 

Welcoming the dignitaries and 

participants, he said that in the 

era of globalisation and 

liberalisation the consumers 

are facing all sort of unfair and 

unscrupulous practices. There 

is need to provide adequate 

protection to the consumers who 

are an unorganised lot. Besides providing adequate protection through the laws 

the consumers must also be made aware of their rights and be educated about 

them. The present seminar is an attempt to provide a platform for interaction 

among various stakeholders on various issues relating to consumer protection 

and suggest effective measures relating to new technologies, competitive 

markets and consumer protection. 

He also provided a glimpse of RGNLU which is one of the 15 National 

Law Universities in the country. He said that the vision of the university is to serve 

the society through reforms in legal service. There are eight research centres in 

the university including one Centre on Consumer Protection Law and Advocacy. 

The seminar was conceived and conducted by this Centre in collaboration with 

the Centre for Consumer Studies, Indian Institute of Public Administration. The 

university is having a well-equipped library with 21500 books along with e- 

journals. The university has well established computer lab. The university has 

entered into MoU with a number of universities abroad where the students are 

going for internship each year. Besides this the students of the university are 

getting placements with best law firms and institutions in the country. 

205

Prof. Suresh Misra, Chair-Professor and Coordinator, CCS, IIPA delivered 

the Keynote Address. He thanked the Rajiv Gandhi National University of Law, 

Punjab for collaborating with CCS, IIPA in organising the seminar. He said that 

IIPA was set up in 1954 by Pandit. Jawahar Lal Nehru who was also the first 

Prof. Suresh Misra, Chair-Professor and Coordinator, 

CCS, IIPA delivering the Keynote Address 

President of IIPA. IIPA works 

in different areas of Public 

Administration and stated 

working in the area of 

consumer protection in the 

year 1992 by organising 

Orientation 

Training 

Programme for the Presidents 

and Members of District 

Forums. The Department of 

Consumer Affairs established 

this Centre of excellence in 

2007 for promoting and facilitating consumer rights and interests. The broad 

areas of activity of the Centre include research, training, seminar conferences 

and dissemination of information through publications. The Centre also networks 

with various national and international organisations in the area of consumer 

protection. 

He in his Address he emphasised that after 25 years of the enactment of 

Consumer Protection Act, it is time to take stock as to stalk how the consumer 

movement has progressed. No doubt the consumer movement got a fillip and 

now there is a mechanism available in every district in the form of District Forum 

where you can get relief. The objective of the Act was to give a speedy, quick and 

inexpensive redressal to the consumers. But a number of studies say consumer 

is losing interest due to delay and pendency. They don‘t want to complain in the 

Forum as it is becoming replica of civil courts. There is a general opinion that 

upto a limit advocates should not be allowed as otherwise it is becoming too 

costly. The issue of capacity building of members also needs to be looked into for 

better functioning of the forums. In the present state of affairs the members 

206

cannot even understand the procedure and the objective of their being in the 

forum. They are unable to fulfil their obligations effectively. 

He also emphasised that the globalisation has changed the way we live 

and think. Today we buy only because dil mange more. Today the concept of 

window shopping is not there. You enter mall and come out with many bags, 

purchasing things which you never intended to buy. The markets are very 

lucrative and tempting. Buy one get free schemes are also there. What is the 

economics behind it nobody is able to make out. 

Participants of the Seminar 

For protection of consumers from unfair trade practices it is required that 

he should get correct, full information regarding products and services. 

Throughout the day from 1 st cup of tea till night we consume so many things and 

avail a number of services. In such a scenario the issue of standards of products 

/ services need to be addressed. Further there is need to educate consumers 

about CP Act and their rights as consumers. The studies have indicated that only 

7% consumers know about Consumer Protection Act; leave aside the rights 

under it. India is a country of diversity –urban- rural, literate – illiterate, menwoman 

divides are there; so there is need to design the awareness programmes 

according to the needs of different groups. We cannot have one programme 

which fulfils needs of all. 

207

The major problem today is how to communicate with the consumers. 

Media can be a good mean to generate awareness and it is very effectively being 

used by the government to educate the masses. But at the same time it is also a 

source of all sort of misleading and wrongful information being passed on to the 

consumers through advertising. There is thus need for media regulation but 

media is so powerful that it does not allow any sort of regulatory mechanism. It is 

time to see what kind of regulations do our society need for better functioning of 

the markets. There are a number of ads in print and electronic media which are 

misleading like with the use of a drug, you can lose 20 kg weight, etc. Then there 

are ads for fairness creams which claim that you can become fair within 7 days. 

There is no scientific proof for these Ads. 

As the CPA has not worked out as per the expectations, now we have 

started talking about mediation. But before we bring in new processes, there is 

need to enforce and strengthen the existing mechanism. The machinery should 

be strengthened; the member‘s capacity should be increased. There is need that 

the cases which are presently being finalised in 1 to 3 years have to be disposed 

of in 3-5 months. The Department of Consumer Affairs started the CONFONET 

project where crores of rupees have been spent, but still adequate data is not 

being uploaded on their site. In the existing situation the only remedy is that 

consumers should wake up and fight for their rights. The consumers need to 

unite for their rights. Wishing all the success to the seminar, he hoped that the 

deliberations will definitely enrich the consumer movement. 

Justice H. S. Brar, 

Former Judge, Punjab & 

Haryana High Court and 

Former President, Punjab 

SCDRC in his address 

described consumer protection 

as need of the hour. He said 

that in the globalised world 

with the technological 

Justice H. S. Brar, Former Judge, P & H HC & Former 

President, Punjab SCDRC addressing the participants 

advancements the consumer is 

208

faced with new and difficult challenges. In such a scenario educating the 

consumers about their rights has become all the more important. He emphasised 

on the need for involvement of teachers and students in the consumer movement 

and said that the students are the future builders of the nation. They should get 

involved in the consumer movement to educate and make people aware about 

their rights and help build a society full of love and affection. In this, initiatives of 

organising workshops, conferences and seminars as has been taken by the 

Centre for Consumer Studies and Rajiv Gandhi National University of Law 

become important in generating awareness among the masses. 

Justice R. S. Mongia, Former CJ, Gauhati HC & Former 

President, Punjab SCDRC delivering the Inaugural 

Address 

Justice R. S. Mongia, 

Former Chief Justice, Gauhati 

High Court and Former 

President, Punjab SCDRC in 

his Inaugural Address said 

that if there is consumer 

activism it will take care of 

consumer protection on its 

own. But we in India lack 

consumer activism as many 

people in rural, and even in 

peripheral urban areas are 

unaware of their rights. There is need for the government to activate this Act at 

grass root level and reach remote areas and tell the people here their rights 

under CPA. Media whether electronic or print can play a very important role in it. 

The ‗Jago Grahak Jago‘ campaign is using media very effectively to spread 

awareness but that is not sufficient. 

The objective of the Consumer Protection Act is to provide simple and 

speedy justice to the consumers. However, sometimes the interpretation of the 

legislation and the procedure under it is made so cumbersome that ordinary 

citizen is not able to understand it. The Act is for consumers but the consumer 

himself has not been able to understand the definition of consumer under the Act 

till now as it has been made too technical by judgments. The beneficiary is 

included in definition of consumer whereas goods and services for free and 

209

commercial activities are excluded. Why can‘t legislation specify the income limit 

which will not be taken as commercial activity to simplify the concept of 

commercial activity The legislation should bring clarity in these aspects, leaving 

not much for the judiciary to clarify in the judgements. Similarly section 3 of the 

Act clearly says that the remedy under the Act is an additional remedy. The 

provision is very simple and clear, still so much litigation is taking place in the 

provision. Similarly the provision on territorial jurisdiction says that consumer can 

file a case where the opposite party has a head office or branch office. This has 

also created a lot of confusion and has been cause of litigation. Legislature must 

examine these and see that wrinkles in these provisions must be made straight to 

achieve the objective of CPA to provide quick justice to consumer. 

He said that the objective of quick justice is not being realised at present 

also due to the provision of revision provided under the Act. The consumer starts 

from the District and ends up in the Delhi at National Commission. It is sufficient 

to have one appeal and make the judgement final. To decide cases in time bound 

manner there is need to create additional benches and more forums. There is 

need for action on the part of the legislature and government to make the Act 

effective. In government hospitals where services are free for all, if there is any 

deficiency on part of doctors and staff you cannot bring them to action. But why 

not, it is their duty to provide proper services to patient and if they are not doing 

so then CPA should have jurisdiction. The provisions of the Consumer Protection 

Act are very simple and clear but still so much litigation has taken place in these 

provisions. There is a need to bring amendment in the Act to bring clarity and 

give more power to the redressal machinery to make it more effective. Further 

there is need to encourage competition in the market. Competition is bad only for 

small enterprises. But it should be increased for bigger ones. So legislature has 

to give impetus to competition keeping in view that the interest of small business 

does not suffer. 

Dr. Jaspal Singh, Vice Chancellor, Punjabi University in his address said 

that in the era of Liberalisation, Privatisation and Globalisation the relationships 

are changing a fast pace. Distances are creeping in all the relationships whether 

in social, political, or economic field. In such conditionality the buyer-seller 

relationships are no different and their relationship is also undergoing change. 

210

The distance in their relation has drastically increased. The human touch which 

was there in olden days has gone now. Mahatma Gandhi has once said that the 

Dr. Jaspal Singh, VC, Punjabi University addressing 


consumer is most important 

visitor in our premises, he is 

the very purpose of business. 

This was the relationship 

which earlier existed between 

seller and buyer which has 

totally disappeared now. The 

new relationship now needs to 

be defined. The consumer 

satisfaction should be the 

biggest goal for the business to 

achieve but that is not so. In the 

new relationship the seller activism has already taken place. Now it is the turn of 

consumer activism to come into place. The model of development being followed 

is not the right model. It is piecemeal development, what is required is vertical 

development. GDP is increasing that means economy is progressing though 

inflation and also the divide between the rich and poor are increasing; the prices 

of all commodities are going up. What will happen with such kind of progress 

needs to be seen. If this is the progress then we need to redefine the relation 

between seller-buyer. The rights of seller and buyer need to be specified. The 

sellers are establishing their monopoly in the form of superstores and malls. Both 

rich and poor are being forced to buy from the same place at higher price. The 

model of development being followed requires a drastic shift to make it consumer 

friendly. Today the local shops are getting replaced by MNC Malls leaving no 

choice for the consumers. We need to protect these local shops which can 

provide the things to consumers at reasonable price. The present model of 

development is excluding large number of people from process of development. 

The situation thus needs to be reassessed and reviewed to make it consumer 

and above all citizen friendly. 

211

Release of book “Consumer Activism Competition and Consumer Protection 

The occasion was marked by release of book on ―Consumer Activism 

Competition and Consumer Protection which is a compilation of research papers 

presented in the seminar. Prof. (Dr.) G.I.S Sandhu, Registrar-cum- Professor of 

Law, RGNUL, Punjab proposed the vote of thanks on the occasion. 

A participant presenting his paper in one of the session 

being chaired by Prof. V. K. Dixit 

The Seminar was 

divided into a number of 

thematic sessions in which 

over 100 papers were 

presented by academicians, 

researchers and students. 

There were 5 sessions on 5 

themes which were- 


Activism, 

Consumerism and Effect of 

Globalization; Competition Law 

and Consumerism; Intellectual Property Rights, Technology and Consumer 

Protection; Challenges before Redressal Mechanism; and Regulatory Issues in 

Consumer Protection. 

212

Dignitaries on the dais during the Valedictory Session 

Prof. Paramjit S. Jaswal, VC, RGNUL speaking during 

the Valedictory Session 

Valedictory 

Session 

began with Welcome Address 

by Prof. Paramjit S. Jaswal, Vice 

Chancellor, RGNUL. He 

thanked all the delegates who 

came and participated in 

seminar. He said the response 

to the seminar was 

overwhelming; not only the 

participants who had registered 

earlier came and participated in 

the seminar but there were on the spot registration as well. All the papers were 

well written and well presented. The papers were on range of issues covering 

various sectors of consumer protection. Unlike other seminars where the duration 

given for the presentation is too short, but here everybody got 10-12 min to 

present paper which was enough for two day seminar. The participation and help 

provided by faculty and staff was also encouraging. The level of participation by 

the students of the university was also good. The output of the seminar has been 

the book containing 26 papers which has been published and released. The rest 

of the papers will in future be published in the journal of the Centre on Consumer 

Protection Law and Advocacy to be started shortly. 

213

Dr. Anand Pawar, Convener of the seminar presenting 

the report of the seminar 

Dr. Anand Pawar, 

Associate Professor, Centre for 

Consumer Protection Law and 

Advocacy, RGNUL and Convener 

of the seminar said that the 

Centre for Consumer Protection 

Law and Advocacy is one of 6 

centres of RGNUL which is taking 

up a number of academic 

activities in the area of consumer 

protection and welfare. Besides 

seminars and similar academic activities the Centre is also undertaking diploma 

and certificate courses in the area. This seminar was organised to highlight some 

of the problems the consumers are facing in the market due to unscrupulous 

activities of traders and inadequate competition. The discussions which have 

taken place in different sessions have been very interactive and fruitful. 

Suggestions that have emerged will be submitted to be authorities. In session on 

Competition Law and Consumerism some very good suggestions have emerged 

regarding the Competition Act which have even been ignored by the Authorities 

and experts during the amendment of Competition Act. Even if this seminar will 

not be able to provide the answer for all the problems consumers face today but 

still it will no doubt be able to provide workable solutions to some of their 

problems and most importantly make them aware. 

Prof. Suresh Misra, Chair- 


for Consumer Studies, IIPA in his 

address thanked Vice -Chancellor, 

RGNUL, Dr. Pawar and his 

colleague for organising the 

seminar in an excellent and 

befitting manner. Each institute 

faces limitations and problems of 

logistic. But inspite of those 

Prof. Suresh Misra, Chair-Professor and Coordinator, 

CCS, IIPA addressing the participants 

214

limitations the university has been able to muster good number of academicians 

to attend the programme and the papers presented were also of good quality and 

on varied aspects of consumer protection. Scholars not only from Punjab but 

from various parts of the country attended the seminar and presented very good 

papers. Even the students also made some excellent presentations. This itself 

speaks of the success of the seminar. Faculty is the backbone of the institute. 

They had indeed put up their best and coordinated efforts to make the seminar a 

success and had taken care that the sessions take place in time and the show is 

run perfectly. I thank RGNUL on behalf of the IIPA for organising the programme. 

Prof. V. K. Dixit, Visiting Professor, ILI speaking on the 

occasion 

Prof. V. K. Dixit, Visiting 

Professor, ILI in his address 

said that the seminar has been 

organised on a very important 

and seminal subject of 

consumer protection which 

affects all of us, rich or poor. 

The best part is that so many 

of us have in these two days 

been enlightened on our rights 

as consumers and what we 

can do in case we are cheated. 

This is an opportunity for the students to join the consumer movement to make a 

difference in the society. Even one serious student can make a difference as one 

sun is more powerful than millions of stars. Often we hear consumer is the king 

but mostly he is at receiving end as he is unorganised. It is absolutely necessary 

to have laws which support consumer. We have the laws but their implementation 

is tardy. The slow pace of administration, slow pace of judiciary and lack of 

awareness are reasons for lack of proper implementation of these laws. In this 

scenario one of the duties for the young generation is to make people aware. In 

present scenario it is the seller and not the buyer who decides what to purchase. 

It is the multinational corporations which decide what we should purchase, use, 

and eat. They are influencing each and every aspect of our lives. There are ads 

which show that if you use particular scent, particular brand of suit you will be 

215

surrounded by girls. These are misleading ads just to deceive the young people 

as the girls are not that foolish to go after boys only on their looks overlooking 

their qualities. Consumer has become a person who does not have a choice of 

his own. Consumer is just like a worm whose aim is to eat and desiccate. So it is 

duty of the young generation to protect the rights of consumers otherwise we will 

be taken over by the MNCs. 

Prof. S.R.S Bedi, Professor of International Law, 

RGNUL addressing the participants 

Prof. S.R.S Bedi, 

Professor of International Law, 

RGNUL in his address said that 

there is no doubt that in the 

present era of liberalisation and 

globalisation the consumer is 

helpless and needs protection. 

However, it is not merely a 

legislation that can provide 

protection to consumers. No 

matter how many legislations we 

create; mechanisms we generate unless humanity is awakened the situation will 

not change. Any branch of law can be seen from human angle and there is now 

need to see the buyer-seller relation from human angle to change the present 

dismal situation. It is required that the seller must look beyond his own profit and 

provide good quality products and services to the satisfaction of the consumers. 

Dr. Girish Jaswal, Member, SCDRC delivering the 


Dr. Girish Jaswal, Wing 

Commander and Member, 

Punjab SCDRC in his 

Valedictory Address said that it 

was indeed heartening to see 

that the level of participation and 

commitment in the seminar was 

very good. It would not be over 

statement that it was much 

higher than seen earlier. The 

216

consumer movement is not very old in India. It was people like Manu Bhai Shah, 

President, CERC who spearheaded the consumer movement in India. He can be 

called the Ralf Nadar of India for his contributions to this movement. 

There were a number of laws existent in India before enactment of 

Consumer Protection Act, 1986 which dealt with various aspects of consumer 

Protection like food adulteration, weights and measures, essential commodities, 

standardisation, trademarks, etc. Over all these the CPA came as a handy tool as 

the justice was speedy, quick and inexpensive. It underwent amendments as and 

when required to keep pace with time. All of us are consumers; even traders are 

consumers of goods / service not generated by them. However, there are some 

problems which still persist in the consumer justice delivery system. The quasijudicial 

machinery under the Act is riddled with problems. Then the consumers 

face varied problems in the market place like traders selling beyond MRP; 

arbitrary MRP as nobody knows how the MRP is fixed and the cost of 

manufacture. Many VCOs are raising these issues at many forums. There are 

problems with the professional service providers as well. The doctors are 

prescribing many drugs which are not required and the patients are getting befooled. 

In India we do not have concept like prescription audits so the adequate 

checks on such unethical practices are missing. These are some of the areas 

which require immediate attention of the government and policy-makers. As the 

democracy advances many such issues will emerge and we have to find 

solutions to them as and when required. For finding solutions to emerging 

problems there is need for discussions and deliberations and such seminars 

provide a suitable platform for the same. 

The seminar came to an end with Vote of thanks by Dr. G.I. S. Sandhu, 

Registrar-cum- Professor of Law, RGNUL, Punjab. 




217

4 th Training Programme for the Coordinators and Advisors of State Consumer 

Helplines on Consumer Protection and Consumer Welfare 

(April 23-27, 2012) 

The Department of Consumer Affairs, GOI is in the process of setting up 

Consumer Helplines in all the states. IIPA as the Nodal Agency to monitor and 

build the capacity of the personnel has the mandate to train all the coordinators 

and advisors of the helplines. As part of this a Training Programme for the 

Coordinators and Advisors of State Consumer Helplines on Consumer Protection 

and Consumer Welfare was organized by the Centre for Consumer Studies, 

Indian Institute of Public Administration, New Delhi from April 23-27, 2012. The 


programme. 22 participants from different States attended the programme. 



 

 

 

 

 

acquaint the participants with the need and importance of Consumer 

Helplines and the role of the Coordinators and Advisors of the SCH‘s. 


Consumer Welfare. 

build their capacity to manage SCH‘s and redress consumer grievances. 

enhance their knowledge and skill to provide consumers with information 

related to products and services and 

develop communication skills. 

218

During 

the 

Briefing/Inaugural Session, Prof. 

Suresh Misra, Chair Professor 

and Coordinator, CCS, IIPA 

highlighted the importance of 

consumer protection in the 

present era and said that to 

make people aware of the 

consumer rights and also to 

provide better services, redressal 

machinery there is a need to 

Prof Suresh Misra, Chair Professor& Coordinator, 

CCS, IIPA addressing the Participants 

develop confidence among consumers, making them self reliant by providing 

information. He informed the participants about the objectives of the programme, 

the topics to be covered, the methodology to be followed and the need for such 

a programme. Further they were briefed about as to what was expected from 

them during and after the training. While introducing themselves the participants 

provided information about their job profile, the status of the respective State 

Helpline, the kind of activities they organize, the nature of complaints coming to 

SCH and how they would be benefited from the programme. 


The Programme was divided into a number of thematic sessions: 

Consumer Protection & Consumer Welfare – An Overview by Prof. Suresh 

Misra, Chair Professor and Coordinator, CCS which provided an overview of the 

law and policy framework for Consumer Protection and Consumer Welfare in 

219

India. Mr. S. K. Virmani, Project Manager, SCHKRMP, CCS, IIPA in his 

presentations on Overview of General Consumer Problems and Role of Advisors, 

Personal Skills Development: Communication & Advice (Customer Relationships) 

and Telecom Services: Problems & Redressal, covered the various facets of 

consumer protection thus making the coordinators and advisors of State 

Helplines aware of how to deal with consumer issues and give good and 

constructive advice to the aggrieved consumers. Consumer Protection: Law and 

Policy was covered by Dr. Sapna Chadah, Assistant Professor, IIPA which gave 

a comprehensive picture of the law and the Consumer 

Protection Act. A session on Consumer Protection: Education & 

Awareness, highlighting the various schemes and programmes of the 

Department of Consumer Affairs aimed at generating awareness was covered by 

Dr. Mamta Pathania, Assistant Professor, Consumer Studies, CCS, IIPA. 

Other themes covered were: Banking Services & Consumer Protection by 

Shri G. Mallikarjun; Electricity Services & Consumer Protection by Shri B S 

Sachdeva; Misleading Advertisements and the Consumer by Mrs Pushpa 

Girimaji; RTI: A Tool to Consumer Empowerment by Dr Rajvir Dhaka; 

Standardization and the Consumer by Shri V K Singh; Working of Consumer 

Redressal Agencies by Dr. Premlata; Insurance Services and Consumer 

Protection by Sh. S. M Tripathi, IT Portal Training and Practice Session by Shri S 

K Virmani and Mr. Ashish Gaur, Legal Metrology: An Overview by Shri B N Dixit 

and Role of Coordination & Motivation in Efficient Functioning of State Consumer 

Helplines by Dr. Jayashree Pillai 

Participants during the IT Portal Training Session 

220


into groups and each group was given one topic relating to Consumer 

Grievances which was discussed in the group and later on presented. The topics 

of group report presentation were- Consumer Education and Awareness is the 

best way to protect the consumers. How can this be enhanced and what role 

State Consumer Helplines can play; Assess the Quality of Services being 

provided by the service providers (Banking, Insurance, Electricity, etc). What 

steps can be taken to protect the consumers from deficiency in services; 

Advertisement is a major source of Information and consumer education. What 

steps should be taken to protect the consumer from misleading advertisements 

and Consumer Protection has an important role to play in the emerging Global 

Market. How can this be enhanced. The main thrust of the programme was to 


consumers in various service sectors and the mechanism of redressal of their 

grievances by the consumer courts. 

Participants presenting the Group Repor 

Each group was to prepare a group report on the given topics, keeping in view the 

problems in the particular sector and provide their suggestions for future course of 

action .The presentations were very interactive and participatory. 

221

Shri G N Sreekumaran, Former JS, DCA, GOI and Consultant, 

SCHKRMP, CCS, IIPA delivering the Valedictory Address 

On the concluding day the Valedictory Address was delivered by Shri G N 

Sreekumaran, Former JS, DCA, GOI and Consultant, State Consumer Helpline 

Knowledge Resource Management Portal, CCS, IIPA .He in his Valedictory 

Address said that a common software has been got developed by Govt. of India 

and shall be hosted centrally on servers at IIPA. He highlighted that uniformity of 

the software for the helplines is on the cards and would shortly be streamlined in 

all the States. He further said that the States Consumer Helpline would be 

working on the common software so as to ensure common advisory system 

across the country. This software also contains knowledgebase database 

wherein besides others, the details of (FoPs) frequent occurring problems and 

their solutions are provided. Efforts would also be made to include State wise 

Nodal Officers of the service providers so that the customers would be able to 

approach them to get redressal to their complaints. He highlighted that Govt. of 

India also plans to set up Consumer Advice Centres in all the districts and they 

would also be able to access the same software. He stressed that Govt. of India 

has made IIPA as a Nodal Agency to impart the training to the coordinators and 

advisors of States Consumer Helpline from time to time and this training 

programme is the fourth one in the series. 

222

Shri G N Sreekumaran Former JS, DCA, GOI and Consultant, SCHKRMP, 

CCS, IIPA while giving the certificates to the Participants 

In the end the certificates were distributed to the participants by Shri G N 

Sreekumaran, Former JS, DCA, GOI and Consultant, State Helpline Knowledge 

Resource Management Portal, IIPA followed by a formal Vote of thanks by Dr 

Mamta Pathania, Course Coordinator. 




Very Well 

structured 



Very 

un-structured 

13 9 - - 



14 8 - - 

223


handle 


12 10 - - 




11 10 1 - 



Extremely 

relevant 

Considerably 

relevant 


15 6 1 - 



Satisfied 

fully 

Satisfied 

to a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 

a. Reception 11 7 3 - 1 


5 9 5 - 3 

accommodation 

c. Food quality and 3 9 7 2 1 

service 

d. Class room Facilities 15 4 1 - 2 


Faculty 

NC/ 

NA 

14 7 - - 1 

f. Recreation Facilities 8 8 2 1 3 

224


Sl. 

Topic 

Name of 

Assessment 

No. 

Speaker 

Excellent Very Good Fai NC 

Good r 

1. An Overview - of Consumer Suresh Misra 15 5 1 - 1 

Protection & Consumer Welfare 

2. Overview of General Consumer S. K. Virmani 16 4 1 - 1 

Problems and Role of Advisors 

3. Understanding the Consumer Sapna Chadah 8 12 1 - 1 

Protection: Law & Policy 

4. Insight to Consumer Education Mamta Pathania 15 6 1 - - 

& Consumer Awareness 

5. Personal Skills Development : S. K. Virmani 15 5 2 - - 

Communication & Advice 

(Customer Relationships) 

6. Banking Services & Consumer G. Mallikarjun 11 9 2 - - 

Protection 

7. Electricity Services & Consumer B. S. Sachdeva 2 10 7 2 1 

Protection 

8. Misleading Advertisement and Pushpa Girimaji 8 10 4 - - 


9. RTI: A Tool to Consumer Rajvir Dhaka 7 9 5 - 1 

Empowerment 

10. Standardization and the V. K. Singh 8 11 3 - - 


11. Working of Consumer Redressal Premlata 11 6 4 - 1 

Forums 

12. Insurance Services & Consumer S. M. Tripathi 4 10 6 1 1 

Protection 

13. IT Portal Training and Practice S. K. Virmani 16 4 2 - - 

Session 

Ashish Gaur 

14. Legal Metrology: An Overview B. N. Dixit - 6 4 10 2 

15. Role of Coordination & 

Motivation in Efficient 

Functioning of State Consumer 

Helplines 

16. Telecom Services: Problems & 

Redressal 

17. Evaluation/Open House 

Discussion 

Jayashree Pillai 10 9 2 - 1 

S. K. Virmani 16 5 1 - - 


S. K. Virmani 

17 4 1 - - 

225


All 7 

Insight to Consumer Education & Consumer Awareness 7 

IT Portal Training and Practice Session 5 

Understanding the Consumer Protection: Law & Policy 2 

Personal skills Development; Communication & Advice 2 

RTI:A Tool to Consumer Empowerment 2 

Banking Services and Consumer Protection 2 

Overview of General Consumer Problems & Role of Advisors 1 

An Overview of Consumer Protection &Consumer Welfare 1 

Working of Consumer Redressal Agencies 1 

Role of Coordination &Motivation in the Efficient Functioning 1 

of the State Consumer Helplines 

Standardization and Consumer 1 

Telecom Services: Problems and Redressal 1 


None 12 

Legal Metrology: An Overview 5 

Electricity and the Consumer 3 



Excellent Very Good Good Fair NC 

9 11 1 - 1 


your work 

Yes No NC 

21 1 - 

226


 

 

 

 

 

Will be able to manage the State Consumer Helplines more efficiently and 

also helpful for setting up of CAC‘s 

Enhanced our knowledge in Consumer Protection and also in resolving 

day to day problems. 

Will help in understanding the relationship between complainant and the 

service provider. 

Enhanced our knowledge about how to use consumer rights in our social 

and personal life. 

Learnt about developing communication skills. 


 

 

 

 

 

Well structured Programme which gave in depth analysis of various topics 

related to consumer protection and consumer welfare. 

Such type of programmes should be organized regularly and should of 

longer duration. 

Every day some time should be given for group discussion on topics 

delivered earlier. 

The Programme was very punctual and precise. 

Quality of food and hostel maintenance needs to be improved a bit. 








officers and staff of the Administration and Training sections of the Institute for 


Administration), Shri R D Kardam (Training Assistant) and other training staff 


227

We would also like to take this opportunity to acknowledge our thanks to 

Dr. Rakesh Hooja, Director, IIPA for his guidance and support. The Secretary, 

Additional Secretary and Joint Secretary, Department of Consumer Affairs, 


deserve special thanks for sponsoring the Centre for Consumer Studies and 

reposing confidence and trust in the Indian Institute of Public Administration, New 

Delhi. 

(S. K. Virmani) 



228

76 th Orientation Training Programme for the Presidents and 

Members of the District Consumer Forums 

(May 7-11, 2012) 

The 76 th Orientation Training Programme for the Presidents and Members 

of the District Consumer Forums was organised by the Centre for Consumer 

Studies, the Indian Institute of Public Administration, New Delhi from May 7-11, 

2012. The programme was sponsored by the Department of Consumer Affairs, 

GoI. 29 participants from Uttar Pradesh, which included 7 Presidents and 22 

Members, attended the programme. The objectives of the programme were to 

build the capacity of the Presidents and Members of the District Forums to enable 

the redressal mechanism function effectively; to enhance the skills of the 

participants; and to acquaint them with the latest developments and judgments in 

the area of consumer jurisprudence. 


The Course Coordinators Prof. Suresh Misra and Dr. Sapna Chadah 

welcomed the participants and briefed them about the programme objectives, 

contents and expectations from the participants. The participants while 

introducing themselves provided information about their educational qualification, 

work experience and the working of the District Consumer Forum. While 

highlighting the working of the District Consumer Forums, the participants gave 

an account of the nature of complaints, total number of pending cases, monthly 

disposal of cases and the time taken for the disposal of complaints. They also 

229

shared information about availability of infrastructure facilities and working 

environment, including facilities available to them. The participants in general 

highlighted the various problems faced by them in discharging their 

responsibilities. 

Hon’ble Shri Justice Bhanwar Singh, 

Former President, UP SCDRC delivering 

the Inaugural Address 


inaugurated by Hon‘ble Shri Justice 

Bhanwar Singh, Former President, UP 

State Consumer Disputes Redressal 

Commission. He said that though the 

Consumer Protection Act has 

completed 25 years still it is in infancy 

stage. It was enacted with an objective 

to provide quick, speedy and 

inexpensive redressal to the consumers. 

However, it has not developed the way 

it was expected to be for various reasons like lack of infrastructure, lack of staff 

etc. which have led to pendency and delay. But we should not loose heart as 

every new venture has initial teething problems. There is need for us to rise 

above these problems and adopt a consumer friendly system to build consumer 

confidence in the system. The system in U.P could not get the desired attention 

till Supreme Court in one of its judgments issued the necessary directions. Now 

most of the forums have the desired infrastructure funded by the Central 

government but maintenance remains a problem. Though computers have been 

provided but no to be improved for proper maintenance grants have been given. 

To develop consumer trust in the grievance redressal machinery, there is 

need to bring good governance and discipline in the working of the forums. The 

contours need to be properly defined. There is need to develop mutual respect 

and understanding among President, Members, staff, advocates, and litigants. 

The case should be decided in time bound manner and judgment must be 

pronounced at the earliest. Most of the time the judgments are not delivered 

within the statutory period of 3-5 months which sends wrong message to the 

litigants. Judgments should be delivered in time and as per rules to gain respect 

from the parties and Bar. There is need to maintain punctuality and time by the 

230

Members. We have to rise above these problems and adopt a consumer friendly 

system. There is need for coordination among Presidents and Members 

especially when it comes to writing judgments. There should not be any 

difference of opinion in this field as far as possible. He advised the participants to 

try and avoid conflicts of any sort. The output prescribed by National Commission 

is disposal of 70-80 cases per month but this benchmark is not being achieved in 

most of the forums. There is need to pay attention to this and there should not be 

any alibi for non-performance. Now the trend for outsourcing of judgment writing 

has started wherein it is given to advocates. This is not only misconduct but total 

injustice to the consumers. No doubt there should be coordination in writing 

judgments; but difference of opinion should also be respected. We have to be 

cautious of the provisions of RTI Act as well, as it is applicable to all our activities. 

There are also complaints regarding deciding complaints involving known ones 

as no one can be judge in his own cause. This is against the principles of natural 

justice. 

Lack of trained staff is the major hindrance in proper functioning of the 

forums. There is need to engage properly qualified young people for maintaining 

and managing cause list and list the cases according to priority. If a MBA degree 

holder is engaged for forum management, it will definitely lead to better 

management of the forum. Now even High Courts are engaging judgment writers 

instead of stenographers for better delivery of justice. But such initiatives cannot 

be undertaken due to lack of funds. There is also need for training for the staff. If 

the existing staff members are trained properly it can also be quite helpful in 

improving the functioning of forums. 

Further he advised the 

Presidents and Members to try and 

learning computers in free time as 

there is no age for learn and nobody is 

old to learn anything. During the free 

time, try to browse through internet and 

learn different judgments of SC, 

231 

Hon’ble Shri Justice Bhanwar Singh 

interacting with the participants

NCDRC and other SCDRCs. Working on computers will definitely improve your 

functioning. You need to change with the changing times and adopt new 

methods. 

He also explained various provisions and intricacies of the Act with the 

help of various judgments of Supreme Court and National Commission. With 

changing time there is also an increase in frivolous complaints. In a related case 

a child was having all the fingers of his hand and toe fused and the doctor was 

able to separate the fingers of both hands and one foot. Even after this the father 

of the child brought a complaint of medical negligence against the doctor on the 

ground that the doctor has not been able to separate the fingers of the other foot. 

The case went up to NCDRC. The NCDRC fined the complainant with ` 10000/- 

and praised the doctor. They said you need to see the case in totality to find 

whether there is negligence or not. Similarly a person brought packets of 

‗satmola‘. One of the packets was empty which was worth ` 3. A complaint was 

filed and ` 4000 was awarded by District Forum which was reduced to ` 2000 by 

SCDRC. But NCDRC said that the frivolous claims of this sort should not be 

encouraged. If it is a matter of overcharging that is a different matter. 

Justice Singh cited a judgment of the Supreme Court according to which 

the power of restoration does not vest with District Forum and cautioned the 

participants to be careful while dismissing the complaints as they cannot restore 

the same later. CPA is a code in itself. The power which has not been given by 

the Parliament is not available to District Forum, SCDRC and even NCDRC. 

Though restoration is an inherent power of the court as the court which has 

power to dismiss in default also has power to restore. But the same cannot be 

exercised by Forums as it is against the decision of S.C. Therefore, the Forums 

should be cautious while dismissing the claim in default. The case should not be 

dismissed in default as a routine matters. 

The Supreme Court has indeed contributed a lot to development of CPA 

and consumer jurisprudence. It was the judgment by the Supreme Court which 

brought in medical services within the purview of the Act. Now very frequently 

medical negligence cases are coming before forums. In one of the cases, which 

came before SCDRC, a boy with head injury was administered an injection of 

232

Doxapram, which should never be administered in head injury as it is fatal. 

Sometimes a situation arises where eventhough the doctor is not found negligent 

but there is deficiency in service on the part of the hospital. So there are two 

issues w.r.t medical services (i) whether there is medical negligence on part of 

doctor, or, (2) whether there is deficiency in service on the part of the hospital 

and other staff. In one of the cases a lady in Gorakhpur was operated for gall 

bladder surgery. When abdomen was opened it was found that there was 

malignancy in ‗Porta‘– organ attached to gall bladder. Doctor did not touch the 

gall bladder; he just took a tissue of it and sent it for testing. Everything was 

reported in records. During the period of 10 days when the tissue was sent for 

testing no action was taken by the hospital. The patient was neither referred to 

any cancer hospital nor was any cancer specialist called. So hospital was held 

guilty of negligence and ` 10 lac was granted for the same. 

In another case a doctor was running his own nursing home. He himself 

was gynaecologist. He performed a delivery operation; but wrongfully mentioned 

it as hysterectomy – removal of uterus. This caused a mental stress and shock to 

the family. After one week he corrected his mistake. In such cases very high 

compensation should not be given as there is no injury as such. In a case where 

the boy is suffering from AIDS and his fiancée is informed about his condition it is 

not deficiency in service. But if it is divulged to other third party like press and 

society, then it will fall within the ambit of deficiency. In banking service 

acceptance of small denomination note is duty of the bank as it is central 

government currency. Therefore a bank was fined by UP SCDRC for refusing to 

take currency of small denomination. 

The programme was divided 

into a number of thematic sessions. In 

the introductory session Prof. Suresh 

Misra illustrated the need and 

importance of Consumer Protection in 

the emerging world order. He focused 

on various problems being faced by 

the consumers and illustrated the lack 

Prof. Suresh Misra, Chair Professor & 

Coordinator, CCS, IIPA interacting with the 

participants in the session 

233

of concern among the business towards consumer welfare. 

He also gave a comprehensive picture of the international dimension of 

Consumer Protection and traced the 

growth of consumer movement. He 

highlighted that it is in the interest of 

the business to provide quality 

products and services to the 

consumers. Dr. Sapna Chadah in her 

presentation analysed the legal 

history of consumer protection in 

India and the rationale for enactment 

of the Consumer Protection Act in 

1986. She gave a bird‘s eye view of the CP Act and its various provisions. 

Illustrating her point with a number of examples and judgments of the National 

Commission and the Supreme Court Dr. Sapna focused on the outcome in terms 

of relief to the consumers and the development of consumer case law. Dr. Mamta 

Pathania discussed in detail the ways and means to educate the consumers and 

enhance awareness. She also gave an account of the various programmes and 

policies of the Department of Consumer Affairs to educate the consumers. The 

other sessions were on Insurance and Consumer by Shri S.M. Tripathi, Defective 

Goods & Consumer and Banking & Consumer by Dr. G.K. Kapoor, Housing and 

Consumer by Mr. Rabindra Bana and Medical Negligence and Consumer by Dr. 

Kiran Gupta. 

Participants of the training programme during 

one of the sessions 

Participants making group presentation 

234

The programme was participatory in nature. The participants were divided 

into various groups to work on case laws. The objective was to help the new 

members to understand case law and interpret various provisions in a case law. 

The participants presented their reports and the Presidents gave their comments 

on the analysis and format of case laws followed by discussion. Apart from this 

the participants were given a comprehensive input on Judgment Writing and how 

a good and effective judgment is to be written. A good judgment should highlight 

the facts and the parties should be able to understand the order. The participating 

members were given specific cases on which they had to write their judgments. 

They judgments were discussed before a panel consisting of the Programme 

Directors and the Presidents of the District Forum. 

During the Programme the participants visited the National Commission 

and saw the proceedings of the Commission. They also met Hon‘ble Justice Shri 

Ashok Bhan, President, NCDRC and Hon‘ble Justice Shri R.C. Jain, Member, 

NCDRC. They inquired about the working conditions at the forums and problems 

faced by the Members. They also clarified a number of doubts, relating to 

honorarium and legal interpretations of the provisions of the CPA, raised by the 

participants. 

Hon’ble Shri Justice R.C. Jain, Member 

NCDRC delivering the Valedictory Address 

On the concluding day 

Hon‘ble Shri Justice R.C. Jain, 

Member, NCDRC delivered the 

Valedictory Address and distributed 

certificates to the participants. He 

said that the District Forums are the 

first level of contact and interaction 

with the consumers and opposite 

parties. Only 5% of cases handled 

at the first tier reach the higher fora. 

The fora have been in existence for 

more than two decades now. The question to ponder over is whether we have 

been effective or not. The forums in U.P state are having the largest pendency. 

To maintain consumer‘s faith in the system it is must that the District Forums 

should be effective and efficient. This requires that the complaints should be 

235

decided in time bound manner following the summary procedures. If possible the 

Presidents and Members of the Forums should try to resolve disputes by 

compromise between the parties. He advised the participants to learn the art of 

deciding cases by compromise between the parties. For quick disposal of the 

cases it is also necessary that the members should also take part in writing the 

judgments. 

He advised the participants to stick to the Principles of Natural Justice and 

avoid following CPC and Evidence Act which unnecessarily complicates the 

matter. As regards the grant of relief is concerned one should follow the 

provisions of section 14. Many reliefs are there in section 14; but the question is 

how far we are going according to the spirit of section 14. He said one should not 

be arbitrary in giving relief to the consumer and try to access the loss done. 

However, exact calculation of the loss is not possible but it should be reasonable. 

The idea is to adequately compensate the consumer and not to make him rich. 

The forums no doubt need to have a consumer friendly attitude but they have to 

do justice to both the parties. So the assessment of the loss should be justiciable. 

Both the Supreme Court and the National Commission have laid down 

parameters for assessment of compensation which must be kept in mind. 

Ultimately the compensation should neither be too low or too high. It should not 

lead to unjust enrichment of the complainant. 

The complainant also should not be allowed to misuse the machinery for 

his personal gain. If the complaint is frivolous or vexatious then the person who 

has come maliciously must be imposed penalty under section 26. If somebody 

wants to misuse or abuse the system, he must be taken to task. The objective 

should be to do things as they have been prescribed under the Act and we 

should try to fulfill the objective of the Act. The exercise of jurisdiction under 

sections 25 and 27 should only be done when it is really needed. Do not issue 

such harsh directions at first instance; give a chance to the parties to comply with 

the order. Be reasonable and just but at the same time be very strict to have 

compliance of the order. 

There are many issues which arise in the functioning of the forum and you 

have to evolve mechanism according to the situation but within the parameters of 

236

CPA. You need to bring down the pendency of the forums which requires 

commitment from your side. For this the Presidents and Members must devote 

their time and sit in the court from 10 am to 4 pm. You have taken this 

assignment in the interest and welfare of society and the lay consumers. You 

must see that justice is done to them. Regulations prescribe that order should be 

delivered in 15 days but usually that is not done. The people should have faith in 

you then only it is worthwhile for you to be in the forum. With a little more effort 

you can do much more which will definitely go a long way in building consumer 

trust in the system. 




Very Well 

structured 



Very 

un-structured 

17 12 - - 



21 8 - - 


handle 


18 10 1 - 




14 8 7 - 

237



Extremely 

relevant 

Considerably 

relevant 

Fairly relevant Not at all relevant NC 

19 8 - 1 1 


Satisfied 

fully 

Satisfied 

to a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 



accommodation 


service 

d. Class room 

Facilities 


Faculty 

17 7 4 1 - 

NC/ 

NA 

12 5 7 3 2 

22 5 1 - 1 

20 6 1 - 2 

f. Recreation Facilities 18 6 4 - 1 

238

Sl. 

No. 




Good 

Good Fair 

NC 

1. Consumer Protection: An Overview Suresh Misra 18 6 2 - 3 

2. Consumer Protection: Law and Policy Sapna Chadah 19 5 2 - 3 

3. Consumer Education and Awareness Mamta Pathania 8 13 4 - 4 

4. Art of Judgment Writing Sapna Chadah 17 5 3 - 4 

5. Insurance and Consumer S. M. Tripathi 20 3 2 - 4 

6. Defective Goods and Consumer G. K. Kappor 13 9 3 - 4 

7. Banking and Consumer G. K. Kapoor 14 10 2 - 3 


Sapna Chadah 

16 6 3 - 4 



Sapna Chadah 

20 4 2 - 3 



Sapna Chadah 

15 7 2 1 4 


Sapna Chadah 

15 6 3 - 5 



All 8 

Visit to NCDRC 7 

Case Law Presentation 6 







239


None 11 



Consumer Protection : Law & Policy 1 



11 14 4 - 


your work 

Yes No NC 

28 1 - 

Lectures on various topics by the speakers with recent decisions 

improved the knowledge. 

Got an idea for writing the judgments. 

Landmark judgments on important subjects will be helpful in deciding 

cases pending before the forum. 

We came to know of the latest case laws on the subject. 

The course covered all the areas of consumer protection law with specific 

reference to the role and objective of consumer courts for optimum 

remedies to the consumers. 

It helped us to gain knowledge about the latest rulings of higher courts 

on the subject. 

Were given knowledge on the various laws dealing with consumer 

protection. 

The reading material supplied was good. 

Interaction during the group discussion was good and informative. 



The duration of the Programme may be increased. 

240

Hostel maintenance and mess facilities require improvement. 

Boarding and lodging facilities need to be improved. 










Registrar, Academic Support), and Shri Rajesh Kumar (Training Assistant) 



















241

Seminar 

on 


(May 20, 2012) 

A Seminar on Consumer Protection and Consumer Welfare was organized 

by the Centre for Consumer Studies, Indian Institute of Public Administration, 

New Delhi in collaboration with Rajkot Saher Jilla Grahak Suraksha Mandal, 

Rajkot at Rotary Greater Bhavan, Rajkot, Gujarat on May 20, 2012. The 


programme. 280 participants attended the Seminar. 


 

to enhance the knowledge and skill of the participants in the area of 


 

 

 

 






sectors such as housing, medical, banking, insurance etc 



The Programme commenced with a 

Welcome Address by Shri Ramjibhai B 

Mavani, Founder President, Rajkot Saher 

Jilla Grahak Suraksha Mandal, Rajkot and 

Ex-MP(Lok Sabha). He briefed the 

participants about the objectives of the 

programme, the topics to be covered. Shri 

S. M. Udani welcomed the guest with 

flowers. 

Shri Ramjibhai B Mavani, Founder President, 


Mandal,Rajkot and Ex-MP(Lok Sabha) 

delivering the Welcome Address 

242

Shri Vajubhai Vala, Finance Minister, 

Government of Gujarat delivering the 


The programme was inaugurated by 

Shri. Vajubhai Vala, Finance Minister, 

Government of Gujarat. In his Inaugural 

Address, Shri Vajubhai Vala described 

consumer protection as the need of the 

hour. He said that today with the advent of 

liberalization things have changed. Due to 

lack of activism in this area today we are 

confronted with numerous problems such 

as deficiency in services and adulterated 

and spurious products which are further 

leading to health hazards. He said that in 

the globalised world with the technological 

advancements the consumer is confronted 

with new and difficult challenges. In such a scenario, educating the consumers 

about their rights has become all more important. With this objective in mind the 

Rajkot Saher Jilla Grahak Suraksha Mandal, Rajkot is organizing this Seminar in 

collaboration with the Centre for Consumer Studies, Indian Institute of Public 

Administration, New Delhi. 

The other dignitaries present on the occasion were Shri. Rajkumar, 

Principal Secretary, Department of Consumer Affairs, Government of Gujarat. 

The programme was presided by Shri. C.K. Thakker, Former Judge, Supreme 

Court of India. Prof. Suresh Misra, Chair Professor and Coordinator CCS, IIPA 

delivered the Special Address. 

Shri Rajkumar, Principal Secretary, 

Department of Consumer Affairs, 

Government of Gujarat while addressing the 

participants emphasized on the need to 

strengthen the consumer movement in the 

State. He said everybody is a consumer in 

one or the other way and is affected by the 

ills of the market like spurious goods, 

Shri. Rajkumar, Principal Secretary, Department 

adulteration, etc. Therefore there is a need 

of Consumer Affairs, Government of Gujarat 


243

to look after these aspects .Talking about consumer awareness he said that the 

Center of Consumer Studies, IIPA is doing a commendable job by taking the 

consumer issues in to and making the consumers aware of the C.P Act and also 

about consumer rights. 

Prof. Suresh Misra, Chair Professor, 

CCS, IIPA while addressing the 

participants said that to make people 

aware of the consumer rights, the redressal 

machinery, and also to provide better 

services there is a need to develop 

confidence among consumers, by 

providing information. He highlighted that 

the subject of consumer protection is an 

area about which many of us still have a 


CCS, IIPA Addressing the Participants 

vague idea. The technological revolution and the expansion of the media in the 

present era has had a lot of impact on the consumers. Global world has 

completely changed the range of products and services for people in the retail 

market. Widespread exchange of goods, services and ideas have influenced 

changes around the world. The impact has been more on the emerging new 

middle class and rural consumers. Thus he stressed that the need of the hour is 

to sensitize the consumer and also make awareness campaigns especially in 

rural areas to help people understand their rights and the manner in which it can 

be exercised. 


244

The Programme was divided into three Technical Sessions. Medical 

Services and the Consumer gave a comprehensive picture of the medical 

services in India and making the participants aware of the need and 

importance of safe medical services. Consumer Protection –Need and 

Importance focused on the law and policy framework for Consumer Protection 

and Consumer Welfare in India and Consumer Protection Act/Rules giving a 

comprehensive picture of various consumer laws and particularly the 

Consumer Protection Act. Consumer/Investor -Education and Awareness 

emphasized on the various schemes and programmes of the Department of 

Consumer Affairs aiming at generating awareness as consumer education 

and awareness is a basic consumer right and encompasses a wide spectrum 

of issues. 

The First Technical Session-― 

Medical Services and the Consumer‖, 

was Chaired by Prof Suresh Misra, 

Chair Professor and Coordinator, CCS, 

IIPA and co chaired by Shri N M 

Dharani, Former Judge, Consumer 

Dispute Redressal Forum ,Rajkot. In 

this session, Dr. D.K. Shah, Orthopedic 

Surgeon, Rajkot said that since time 

immemorial the consumers are being 

Dr. D.K. Shah, Orthopedic Surgeon, 

Rajkot Addressing the Participants 

exploited by the traders and service providers. He further went on to give 

guidelines and knowledge on the theme‖Medical Services & the Consumer‖. 

He said that the doctor- patient relationship is a complex phenomenon and 

also explained the difference in relationship of corporate and private doctors. 

Participants were reminded that ―First, do no harm‖ is the cornerstone of 

medicine. However, unintentional harm does occur at all levels in the health 

system, both public and private. Despite the recognition that patient safety is a 

fundamental part of the drive to improve quality of care, sufficient resources 

had to be invested to address the problem in a concerted and consequential 

manner. No country rich or poor could claim to have fully addressed the 

problem of patient safety. 

245

First Technical Session on Medical Services and the Consumer in Progress 

Dr. Prakashbhai Modha, Neurosurgeon, Rajkot in his introductory remarks 

on Medical Services and the Consumer said that the World Health Assembly had 

passed resolution WHA55.18 which called upon the Member States ―to pay the 

closest possible attention to the problem of ―patient safety‖ and to establish and 

strengthen science – based systems necessary for improving patient‘s safety and 

the quality of health care‖. In 2004 the late WHO Director – General, Dr. LEE 

Jong Wook had launched the World Alliance for Patient Safety to catalyze and 

coordinate global and national efforts to improve patient safety. Dr. M.K. 

Korvadia, President, Indian Medical Association, Rajkot said that current 

concepts of patient safety placed the prime responsibility for most adverse events 

on deficiencies in system design, organization and operation rather than on the 

negligence or poor performance of individual providers or individual products. 

Counter – measures need to be based on changes in systems of care. 

246

The theme of the Second 

Technical Session was ―Consumer 

/Investor Education and Awareness. It 

was chaired by Shri Nilkanth Pandya, 

Assistant General Manager, BSE 

Limited, Mumbai and Co-chaired by 

Shri Ketanbhai Marwadi, Managing 

Director, Marwadi Shares and 

Finances, Rajkot. In this session a 

presentation on Consumer Education 

and Awareness highlighting the various 

Dr. Mamta Pathania, Assistant Professor 

Consumer Studies, CCS, IIPA, in the 

Second Technical Session 

schemes and programmes of the Department of Consumer Affairs aimed at 

generating awareness was covered by Dr. Mamta Pathania, Assistant Professor 

Consumer Studies, CCS, IIPA, New Delhi. She said that with the technological 

advancements, malpractices and unscrupulous practices against the consumers 

have increased many fold. To protect the consumers there is a need to generate 

awareness among the consumers about their rights. When there is some defect 

in goods, the traders and manufacturers blame each other but none of them 

provides any relief to the consumers. Such a scenario necessitates that 

education and awareness regarding the rights of the consumers must be 

inculcated among the general public. They must know about the six rights and 

how to make them meaningful. School teachers, NGOs and self-help groups 

once empowered will definitely help in generating awareness among different 

strata of the society and among the masses. 

The other speakers of the session were Shri Kartikbhai Bavishi, Assistant 

Manager, BSE Regional Service Centre , Rajkot, Shri K K Mishra, Chairman, 

Ahmadabad Stock Exchange Ltd, Ahmedabad and Shri Ashokbhai Koyani, 

CEO,SKSE Ltd, Rajkot. 

247

The Third Technical Session 

was on ―Consumer Protection – 

Need and Importance.‖ It was 

chaired by Shri N M Dharani, 

Judge (Retd), Consumer Dispute 

Redressal Forum, Rajkot and co 

chaired by Dr. Maheshbhai Joshi, 

Head ,Department of Economics, 

Saurashtra University, Rajkot. In 

this session, Consumer 

Protection: An Overview by Prof. 

Prof. Suresh Misra, Chair Professor and 

Coordinator, CCS in the Third Technical 

Session 

Suresh Misra provided an overview of the law and policy framework for 

Consumer Protection and Consumer Welfare in India and Consumer 

Protection Act/Rules which gave a comprehensive picture of various 

consumer laws and particularly the Consumer Protection Act. Other speakers 

were Shri B P Pathak, Advocate, Gujarat High Court, Rajkot, Prof. R C Popat, 

Director Sandipini Institute of Economic Research, Shri Prajatbhai Shukla, 

Deputy Director, BIS, Rajkot, Ms. Unnatibhai Juthani, Former Member, 

DCDRF, Rajkot Shri Gordhanbhai Patel, Shri Pratapbhai Chhapiya, Shri 

Manibhai Gandhi. The main thrust of the programme was to acquaint the 

participants with the kind of problems that are faced by the consumers in 

various service sectors and the process of redressal of their complaints. 

In the concluding session, Prof Suresh Misra, Chair Professor and 

Coordinator, Centre for Consumer Studies, IIPA in his Valedictory Address 

congratulated Rajkot Saher Jilla Grahak Suraksha Mandal, Rajkot for the 

initiatives with regard to carrying the consumer movement forward by 

organizing such a useful programme for the welfare of consumers. While 

addressing the participants he emphasized on better protection of consumers‘ 

rights among various sections of society especially at the grass root levels. He 

said it is our privilege to be associated with Rajkot Saher Jilla Grahak 

Suraksha Mandal, Rajkot. He said that the C P Act is one of the finest 

legislations but still the awareness level among masses is quite low. For 

making people aware of the consumer rights, the redressal machinery, and 

248

also to provide better services there is a need to develop confidence among 

consumers, making them self reliant by providing information. He highlighted 

that Centre for Consumer Studies is one such initiative of the Department of 

Consumer Affairs, which works as a nodal centre for training, research and 

consultancy in the area of consumer protection. He said that the Centre has 

been trying to involve various stakeholders in the consumer movement. It is 

by medium of such programmes that we are trying to bridge the gap between 

the stakeholders and the consumers at large. He stressed that translating 

education and awareness into action is what is required to be done .Both the 

service provider and the consumers need to be inculcated with the spirit of 

Consumer Protection. He also answered to many of the questions addressed 

to him in the session by the participants on different aspects of consumer 

Protection and related issues. He also answered to many of the questions 

addressed to him in the session by the participants on different aspects of 

consumer Protection and related issues. 

Prof. Suresh Misra distributing the Certificates to the Participants 

249

The certificates were distributed by 

the Prof. Suresh Misra to the participants 

in the end of the session followed by a 

formal vote of thanks by the Smt 

Ramaben R Mavani, President, Rajkot 

Saher Jilla Grahak Suraksha Mandal, 

Rajkot and Ex-MP (Lok Sabha). The 

participants found the programme very 

useful. 

Smt Ramaben R Mavani, President, 


Mandal, Rajkot and Ex-MP (Lok Sabha) 

delivering the Vote of Thanks 




250

Seminar on Consumer Protection and Consumer Welfare 

(Focus on Rural Consumers) 

(May 21, 2012) 

A Seminar on Consumer Protection and Consumer Welfare was organized 

by the Centre for Consumer Studies, Indian Institute of Public Administration, 

New Delhi in collaboration with Rajkot Saher Jilla Grahak Suraksha Mandal, 

Rajkot, Gujarat on May 21st, 2012. The Department of Consumer Affairs, 

Government of India, sponsored the programme. More than 200 participants 

from different parts of Gujarat attended the programme. 

Dignitaries Lighting the lamp in the Inaugural Session 

The objectives of the training programme were to enhance the knowledge 

and skill in the area of Consumer Protection and Consumer Welfare; understand 

the need and importance of Consumer Protection and Welfare; explain the 

various provisions of the Consumer Protection Act and other legislations having a 

bearing on Consumer Protection; discuss the legal dimensions of Consumer 

Protection in different service sectors such as medical, banking, insurance etc. 

The Seminar was an attempt to discuss and deliberate on various issues related 

to consumer protection and consumer Welfare, create awareness regarding the 

consumer protection and rights of the consumers with reference to the rural 

consumers. 

251

Shri Ramjibhai Mavani delivering the Welcome Address 

The Programme commenced with a Welcome Address by Shri Ramjibhai 

B Mavani, Founder President, Rajkot Saher Jilla Grahak Suraksha Mandal, 

Rajkot and Ex-MP (Lok Sabha). He briefed the participants about the objectives 

of the programme, the topics to be covered. The programme was inaugurated by 

Shri. Vajubhai Govindbhai Patel, MLA, Rajkot. The programme was presided by 

Smt. Bhanuben Babariya, MLA, Rajkot. 

The other dignitaries present on the occasion were Shri. Laljibhai Savaliya 

Advocate, Gujarat High Court, Shri. Maheshbhai Joshi, Head of Economics, 

Saurashtra University, Rajkot, Shri. R.C. Popat, Director, Sandipani Institute, 

Rajkot, Dr. Ashit Vaishnav, Anesthetists, Rajkot. 

In his Inaugural Address, Shri 

Vajubhai Govindbhai Patel, MLA, 

Rajkot., described consumer 

protection as need of the hour. He 

went on to give guidelines and 

knowledge on the theme: ―Consumer 

Protection and Consumer Welfare‖ to 

the Consumers. Highlighting about the 

importance of Consumer Protection 

Act, he said that it is a piece of social 

Smt Ramaben Mavani welcoming the 

Chief Guest, Shri Vajubhai Govindbhai 

Patel, MLA Rajkot 

252

welfare legislation which protects the consumers against the unscrupulous 

manufacturers and service providers. Therefore, there is a need to make more 

and more people aware about this Act so that they can fight against dishonest or 

corrupt practices resorted to by the traders or service providers. He said that 

keeping in view the demand of present era no society will ever proceed with a 

desire to achieve for the future without making the people conscious about their 

rights and to make a society a better place to live in. The need of the hour is that 

consumer awareness and education should be taken to the rural masses and 

each of us should strive for it. 

Smt. Bhanuben Babariya, MLA, Rajkot, 


Smt. Bhanuben Babariya, MLA, 

Rajkot, in her address said that there 

is a need to organize more and more 

such programmes for the benefit of 

the consumers .She stressed that the 

educational institutions in 

collaboration with the local voluntary 

organizations can play an effective 

role in educating the rural consumers. 

The Consumer Protection Act may be 

incorporated as part of school 

curriculum. Also, in each block, there should be an office to deal exclusively with 

the needs and interest of the consumers. 



introducing the Seminar, extended a 

warm welcome to all the dignitaries 

and participants of the Seminar. He 

introduced the theme and its 

relevance as a result of aggressive 

marketing practices by business in 

rural sector leading to exploitation of 

and vulnerability of rural consumers. 

This was the idea behind organizing such a seminar to make qualitative 

253 


CCS, IIPA Introducing the Seminar

esolution towards consumer justice especially in rural areas where many people 

are not aware of the consumer rights and the redressal machinery. To provide 

better services there is a need to develop confidence among rural consumers, by 

providing information and such seminars are platforms where minds meet and 

the deliberations provide an outreach to the consumer movement. 

The Programme was divided into Three Technical Sessions. ―Rural 

Consumer: Need for Protection‖ was an effort to look into the change in the 

lifestyle, buying behaviour patterns of rural consumers, highlighting the rampant 

exploitation of rural masses due to globalization. ―Service Providers and the 

Consumer‖ worked out interplay of different service sectors and specifically 

talked about ways and means to redress deficiency in service sector. ―Food 

Safety and the Consumer‖ focused on the need and importance of safe and 

healthy eating habits making the participants aware of the legal provisions under 

the law for food safety 

―Rural Consumer: Need for 

Protection‖, the First Technical 

Session was Chaired by Shri. 

Laljibhai Savaliya Advocate, Gujarat 

High Court and co chaired by Smt 

Bhanuben Babariya, MLA, Rajkot. 

Prof Suresh Misra in his presentation 

on Rural Consumers highlighted the 

changing consumer bheviour in rural 

areas and also described the 

Prof. Suresh Misra in the First Technical session 

impact of false advertisement and how the rural consumers are being exploited to 

a larger extent. He explained how the rural poor are being subjected to deception 

and exploitation in the market place and said that globalization effect can be seen 

in all parts of the world and rural sector is no exception. He said that 20-25 years 

back the purchasing power and needs of the rural people were very limited and 

thus they purchased very limited articles. However, today, the scenario has 

changed and rural markets are now house for all sorts of products. This leads to 

all sort of frivolous activities and spurious goods being sold there. 

254

The other speakers were Shri B. P. Pathak, Advocate, Gujarat High Court, 

Rajkot; Dr Mahendrabhai Padaliya, Vice Chancellor Saurashtra University, 

Rajkot; Prof. R C Popat, Director, Sandipani Institute of Economic Research, 

Rajkot; Shri M K Damor, District Civil Supply Officer, Rajkot; Shri J N Dixit, 

Additional Collector, Rajkot and Shri Govindbhai Ranparia, Chairman, Gopal Milk 

Dairy, Rajkot. They covered various problems being faced by the rural 

consumers in Gujarat. 

The theme of the Second Technical Session was ―Service Providers and 

the Consumer.‖ It was Chaired by Shri Hemant Buch, Senior Divisional Manager, 

LIC of India and Co-chaired by Shri Maheshbhai Joshi, HOD, Department of 

Economics, Saurashtra University, Rajkot. The speakers of the session were Prof 

Faruq Khan, Head, Social welfare Department, Government of Gujarat, Rajkot; 

Shri Gunvat Gaglani, Former Divisional Manager, Oriental Insurance Company, 

Shri Rajeshbhai Khetani, MD , Hari Infoline, Rajkot; Shri Pareshbhai Gandha, 

CSD, Reliance Communication Ltd, Rajkot, Shri Bimal Dhanak, Head Consumer 

Care Department, Reliance Communication Ltd., Rajkot. The speakers covered 

various service sectors like banking, insurance, electricity, housing and how the 

service providers are exploiting the rural consumers. The case of 

telecommunications was also highlighted and how the mobile service providers 

are exploiting the consumers. 

The third Session was on 

―Food Safety and the Consumer‖ 

focusing on the need and importance 

of safe and healthy eating habits 

making the participants aware of the 

legal provisions under the law for 

food safety. Dr. Mamta Pathania, 

Assistant Professor Consumer 

Studies, CCS, IIPA, New Delhi made 

a presentation on Food Safety in 

which She explained the importance 

of healthy eating habits and made participants aware of the various safety myths 

which consumers ought to know in order to lead a healthier lifestyle. 

255 

Dr. Mamta Pathania, Assistant Professor, CCS, 

IIPA, in the Third Technical Session

The other speakers were -Shri Iiyasbhai Khan, MD, Star Add, Rajkot, Shri 

Ajaybhai Patel, Director, Chitra Publicity, Ahmedabad, Shri Jhutani Saheb, 

Advocate Gujarat High Court, Rajkot, Shri Viashal Bhai Shah, Director, Shah 

Publicity, Surat. The main thrust of the programme was to acquaint the 

participants with the kind of problems that are faced by the consumers in various 

service sectors and the process of redressal of their complaints. 

On the occasion, Prof Suresh Misra, Chair Professor and Coordinator, 

Centre for Consumer Studies, IIPA, while addressing the participants said that 

the aim of the Centre is to facilitate and promote better protection of consumers‘ 

rights among various section of society especially to the grass root levels. He 

said it is our privilege to be associated with Rajkot Saher Jilla Grahak Suraksha 

Mandal, Rajkot. He highlighted that educational Institutions must take a lead in 

consumer education. However, the management institutions all over India are 

concentrating on courses on consumer behaviour which teach the students how 

to capture the markets. Subjects like consumer protection are not their priority 

and hence are not at all taught by them. Even in other courses where it is taught 

it is merely in the form of a paper on consumer behaviour. That‘s why not much 

awareness is there even among the teachers and students. To make people 

aware about their consumer rights and how they can make these rights a reality 

we need to organize more such programmes. 

Dr. Mahendrabhai Padaliya, Vice Chancellor, Saurashtra 

University, Rajkot delivering the Valedictory Address 

On the concluding day, Dr 

Mahendrabhai Padaliya, Vice 

Chancellor, Saurashtra University, 

Rajkot graced the Valedictory 

Session with his presence. In his 

Valedictory Address he 

congratulated IIPA for the initiatives 

with regard to carrying the consumer 

movement forward by organizing 

such programmes for the welfare of 

consumers. Talking about the 

256

importance of C P Act he said that as the aspirations of the people have changed 

with the changing economy due to competition and therefore choices to 

consumers are numerous, be it be products or services. But due to this variety 

and choice, the consumers are on the other hand being exploited by the 

shopkeepers due to ignorance and lack of practical implementation of the laws 

and policies. He said that the C P Act needs to be improved as the present rate 

of awareness in different states is not sufficient. 

The certificates to the participants were distributed by Dr. Mahendrabhai 

Padaliya, Vice Chancellor, Saurashtra University, Rajkot in the end of the session 

followed by a formal vote of thanks by the Shri Nileshbhai Sheth, President 

Rotary Club of Rajkot. The programme was appreciated by the participants, who 

were of the view that such programmes are useful and should be held at regular 

intervals. 


The recommendations of the two seminars are as follows: 

1 Vigorous campaign should be started to educate the consumers and 

create awareness about consumer rights during the Silver Jubilee year of 

the C P Act. 

2 All stake holders should converge to create awareness and the 

government should play the lead role. 

3 The Consumer Redressal Mechanism needs to be strengthened and more 

powers vested in the consumer courts to effectively implement their 

orders. 

257

4 Multi media campaign in the rural areas needs to be initialized to educate 

the rural consumers. 

5 Consumer Advice Centres should be set up at the district /block level to 

provide information to rural consumers. 

6 District Forums should have the power of circuit benches and holding 

sittings at the tehsil /block level. 

7 Consumers in Gujarat should be organized on the pattern of Amul Milk 

Federation which has benefitted both producers and consumers in 

Gujarat. 

8 Various services being provided should have quality parameters so that 

the consumers should be aware of both quality and standards of services. 

9 The Legal Metrology Act should be implemented with force to check 

weight and measure problem in the rural areas. 

10 Problem of food adulteration should be addressed as it affects the health 

of the consumers and particularly the rural consumers. 




258

15 th Training of Trainers Programme for the Faculty Members of 

Training Institutions on Consumer Protection and Welfare 

The 15 th 

(June 4-8, 2012) 

Training of Trainers Programme for the Faculty Members of 

Training Institutions on Consumer Protection and Consumer Welfare was 

organized by the Centre for Consumer Studies, the Indian Institute of Public 

Administration, New Delhi from June 4-8, 2012. The Department of Consumer 

Affairs, Government of India, sponsored the TOT under the Plan Scheme on 

―Consumer Education and Training, HRD Capacity Building‖. Twenty Trainers 

from various Training Institutes attended the programme. The objectives of the 

programme were to: 

 

 

 

 

 

 


Consumer Welfare; 

understand the need and importance of Consumer Protection and Welfare; 

acquaint with the national and international dimensions of Consumer 

Protection and the role of various stakeholders; 




sectors such as, medical, banking etc; and 

develop training skills. 

Participants of the Programme with Dr. Rakesh Hooja, Director, IIPA 

259

The Programme commenced with a briefing by the Programme Directors. 

During the Briefing and Experience Sharing Session the participants were 

informed about the objectives of the programme, the topics to be covered, the 

methodology to be followed and the need for such a programme. 

Prof. Suresh Misra, Addressing the Participants 



addressing the participants said that 

the C P Act is one of the finest 

legislations but still the awareness 

level among masses is quite low. He 

highlighted that Centre for Consumer 

Studies is one such initiative of the 

Department of Consumer Affairs, 

which works as a nodal centre for training, research and consultancy in the area 

of consumer protection. He said that the Centre has been trying to involve 

various stakeholders in the consumer movement. It is by medium of such 

programmes that we are trying to bridge the gap between the stakeholders and 

the consumers at large. He stressed that translating education and awareness 

into action is what is required to be done .Both the service provider and the 

consumers need to be inculcated with the spirit of consumer protection. 

The Programme was 

inaugurated by Prof N P Singh, 

Chairman Standing Committee, 

IIPA, New Delhi. Prof N P Singh 

while delivering the Inaugural 

Address said that consumer 

protection is an area of great 

importance. He said that it is time 

Prof N P Singh, Chairman Standing Committee, 

IIPA in the Inaugural Session 

for the coming generations to 

speak for their rights, understand 

260

their responsibilities and be in pace with the consumer movement. Talking about 

consumer awareness he highlighted that the Center of Consumer Studies, IIPA is 

doing a commendable job in making the consumers aware of the C.P Act and 

also about consumer rights. He stressed that today with the advent of 

liberalization things have changed. Due to lack of activism in this area we are 

confronted with numerous problems such as deficiency in services, adulterated 

and spurious products which are further leading to health hazards. He stressed 

that due to various marketing gimmicks the problems are increasing in number as 

nowadays the problems and deficiencies come in good and attractive packages 

and therefore consumer protection has become more important in the present 

scenario. 

Participants in the Programme 

The Programme was divided into a number of thematic sessions; 

Consumer Protection & Consumer Welfare - An Overview by Prof. Suresh Misra 


and Consumer Welfare in India .Prof Misra in his session on Protecting Rural 

Consumers highlighted the changing consumer behavior in rural areas and also 

described the impact of false advertisement and how the rural consumers are 

being exploited to a larger extent. Consumer Protection –Law and Policy was 

covered by Dr. Sapna Chadah, which gave a comprehensive picture of the law 

relating to Consumer Protection. A session on Consumer Education and 

Awareness highlighting the various schemes and programmes of the Department 

of Consumer Affairs aimed at generating awareness among the public was 

261

covered by Dr. Mamta Pathania. Her session on Food Safety and Consumer 

dealt with an overview of certain aspects dealing with food safety myths and 

realities. 

Session on Banking and Consumer was taken by Dr. G Mallikarjun, 

Deputy General Manager and Secretary Ombudsman, RBI. Other themes 

covered were, Competition and Consumer by Mr Rajinder Kumar, Deputy 

Director ,CCI, Misleading Advertisement and the Consumer by Mrs Pushpa 

Girimaji, an eminent Journalist and a Consumer Activist ,Telecommunication and 

the Consumer by Shri S K Virmani, Project Manager ,SCHKRMP, IIPA, Medical 

Negligence and the Consumer by Dr Kiran Gupta, Associate Professor ,Faculty 

of Law ,Delhi University, Working of Consumer Redressal Agencies by Dr. 

Premlata, Member Consumer Forum, Delhi and Standardization and the 

Consumer by Sh. V. K Singh, Deputy Director ,SPCAD,BIS. To develop basic 

trainer‘s skills two sessions on Training Techniques were taken by Shri G K 

Pandey .The idea was to acquaint the participants with the kind of problems that 

are faced by the consumers in various service sectors and the mechanism of 

redressal of their grievances by the consumer courts. 


into groups and each group was given a topic which was discussed in the group, 

and group report was prepared and presented by the participants. The topics on 

which reports were prepared are: (i) Evaluate the need and importance of 

Consumer Protection in the emerging global market (ii) Consumer education 

and awareness is the best way to protect the consumer. How can this be 

enhanced and what role that education institutions can play (iii) Assess the 

quality of services being provided by the service providers (Banking, Insurance, 

Transport etc.). What steps can be taken to protect the consumer from deficiency 

in services (iv) Advertisement is a major source of information and consumer 

education. What steps should be taken to protect the consumer from misleading 

advertisements (v) Food adulteration is a major problem faced by the 

Consumers. What steps can be taken to protect the consumers 

262

On the concluding day Prof. Suresh Misra, Chair Professor and 

Coordinator, CCS, IIPA, New Delhi distributed the certificates to the participants 

followed by a formal vote of thanks by the programme directors. 

Views/Opinions of the participants on different aspects of the Training 

Programme are analyzed and presented below: 


Very Well 

structured 



Very 

un-structured 

15 4 1 - 



13 6 1 - 


handle 


13 6 1 - 

4. ow far have you been benefited from interaction with the fellow 



14 4 2 - 



Extremely 

relevant 

Considerably 

relevant 

Fairly 

relevant 

Not at all 

relevant 

13 4 2 - 1 

NC 

263


Satisfied 

fully 

Satisfied 

to a large 

extent 

Satisfied 

to a 

limited 

extent 

Not 

satisfied 

at all 



accommodation 

c. Food quality 

and service 

d. Class room 

Facilities 

e. Interaction 

with the Faculty 

f. Recreation 

Facilities 

NC/ 

NA 

11 7 1 - 1 

7 9 3 - 1 

18 1 - - 1 

16 2 1 - 1 

14 3 1 - 2 

264


Sl. 

No. 

Topic 

1. Consumer Protection and Consumer 

Welfare - An Overview 

Name of 

Assessment 

Speaker 


Good 

Good Fair NC 

Suresh Misra 19 1 -- -- -- 

2. Consumer Protection: Law and Policy Sapna Chadah 10 5 4 - 1 

3. Consumer Protection: Education and 

Awareness 

Mamta Pathania 13 6 1 - - 

4. Banking and the Consumer G. Mallikarjun 7 9 2 - 2 

5. Competition and the Consumer Rajinder Kumar 7 6 5 - 2 

6. Misleading Advertisements and the 


Pushpa Girimaji 8 6 4 - 2 

7. Group Formation and Discussion Suresh Misra 


14 5 1 - - 

8. Training Techniques & Methodology G. K. Pandey 11 6 2 - 1 

9. Food Safety and the Consumer Mamta Pathania 9 10 - - 1 

10. Protecting the Rural Consumers Suresh Misra 19 - - - 1 

11. Working of Consumer Redressal 

Agencies 

Premlata 13 5 1 - 1 

12. Medical Negligence and Consumer Kiran Gupta 13 4 2 1 - 

13. Telecom Services & the Consumer S. K. Virmani 11 7 2 - - 

14. Standardization and the Consumer V. K. Singh 12 5 2 - 1 

15. Group Report Presentation Suresh Misra 


16 1 - 1 2 

265

8. W hich parts of the course did you find most helpful 

1. Consumer Protection &Consumer welfare-An Overview 2 

2. Telecom Services and the Consumer 1 

3. Food Safety & the Consumer 2 

4. Medical Negligence and Consumer 1 

5. Banking and the Consumer 1 

6. Standardization & the Consumer 3 

7. Working of Consumer Redressal Agencies 3 

8. Training Techniques and Methodology 4 

9. Protecting the Rural Consumer 2 

10. Medical Negligence and the Consumer 1 

11. All 2 


1. Working of Consumer Redressal Agencies 1 

2. Training Techniques & Methodology 3 

3. Telecom service and the Consumer 1 

4. Banking & the Consumer 1 

5. Group Formation and Discussion 1 

6. Medical Negligence and the Consumer 2 

7. Standardization & the Consumer 1 

8. Food Safety and the Consumer 1 

9. None 9 


Excellent Very Good Good Fair NC 

12 7 1 - - 

266


your work 

Yes No NC 

20 - - 

. 

Will conduct workshop/programmes on Consumer Protection and Welfare 

in our institute. 

Transmit the knowledge on consumer protection laws and role of 

consumer protection in our organizations/department 

Inspired to perform better. 

Helpful in designing, preparing, and presenting future courses. 

Training will improve our functioning in the department. 

More awareness about consumer related issues 


Some Case Studies should be included in the Schedule 

More such programmes should be conducted at the local level and also for 

schools and colleges specifically. 

Some practical exposure should be included. 

The duration of the course should be increased from five days to two 

weeks. 

More focus on trainer –trainee skills and methodology. 

Training was good and informative. 

May include field visit to consumer court/ consumer organization to 

understand their functioning. 

Invite people from field and forums to explain some interesting cases. 







267


officers and staff of the Administration and training sections of the Institute for 





Sh. Rakesh Hooja, Director, IIPA for his guidance and encouragement in 

conducting our programmes. The Secretary, Additional Secretary and Joint 

Secretary, Department of Consumer Affairs, Ministry of Consumer Affairs, Food 

and Public Distribution, Government of India, deserve special thanks for 

sponsoring the Centre for Consumer Studies and reposing confidence and trust 

in the Indian Institute of Public Administration, New Delhi. 




268

One Day Seminar on Green Consumerism 

(June 19, 2012) 

269

Workshop on Consumer Protection and Consumer Welfare 

(June 22-23, 2012) 

A Two Day Workshop on Consumer Protection and Consumer Welfarewas 


Administration, New Delhi in collaboration with IIPA Assam Regional Branch from 

June 22-23, 2012. The Department of Consumer Affairs, Government of India, 

sponsored the programme. More than 60participants attended the programme. 


 

Participants with Prof. Suresh Misra in Workshop on Consumer 

Protection and Consumer Welfare 

enhance the knowledge and skill of the participants in the area of 


 

 

 

 






sectors such as medical, banking, insurance, etc 



270

The main thrust of the programme was to acquaint the participants with 

the kind of problems that are faced by the consumers in various service sectors 

and the process of redressal of their complaints. 

The Programme commenced with 

a Welcome Address by Shri Jatin 

Hazarika, Chairman, IIPA Assam 

Regional Branch. He briefed the 

participants about the objectives of the 

programme and the topics to be covered. 

ShriJatinHazarika delivering the Welcome 

Address 

Prof. Suresh Misra, Chair Professor, CCS, IIPA while introducing the 

Workshop extended a warm welcome to all the dignitaries and participants of the 

Workshop. He introduced the theme and its relevance and stressed that to 

provide better services there is a need to develop confidence amongconsumers 

by makingthem aware of the consumer rights and the redressal machinery. He 

highlighted that being the silver jubilee year of the C P Act, efforts are being 

made to give an outreach to the consumer movement but still the Act lacks 

awareness. He stressed that we as consumers ought to speak up for the cause 

and not to be silent sufferers who are exploited time and again. 

Hon‘ble Mr. Justice Asok 

Potsangbam, President, Assam State 

Consumer Disputes Redressal 

Commission in his Inaugural Address said 

that today after the enactment of C P Act 

the consumer is no longer helpless 

because of the redressal mechanism 

which is there in place for the welfare of 

consumers. But due to lack of activism in this 

area today we are confronted with numerous 

271 

Hon’ble Mr. Justice AsokPotsangbam, 

President, Assam SCDRCdelivering the 


problems such as deficiency in services, adulterated and spurious products which

are further leading to health hazards and rampant exploitation of consumers. 

Misleading advertisements further add to the problems when the consumers 

blindly believe them and make purchases which are not worth the money they 

have spent for the same. He stressed that consumer protection is a neglected 

area in many of the States as there is no separate Department of Consumer 

Affairs and therefore there is a dire need to set up separate Department of 

Consumer Affairs in all the States. 

The Programme was divided into 

a number of thematic sessions; 

―Consumer Protection: An Overview by 

Prof. Suresh Misra provided an overview 

of the law and policy framework for 

Consumer Protection and Consumer 

Welfare in India. 

Prof. Suresh Misra, Chair Professor & Coordinator, 

CCS, IIPA delivering a lecture 

A session on ―Consumer 

Protection Act/ Rules‖ by Shri S. K. 

Sen Gupta ACS (Retd) and 

Advocate, Guwahati High Court gave 

a comprehensive picture of various 

consumer laws and particularly the 

Consumer Protection Act. 

Shri S.K. Sen Gupta, ACS (Retd), Advocate, Guwahati 

High Court, delivering a lecture 

272

Prof. Bharati Sharma, Faculty 

IIPA, New Delhi in her presentation on 

―Motivating Consumers for Rational 

decision Making‖ made the participants 

aware of the importance of motivation in 

making rational decisions both while 

making purchases and while hiring 

services. 

Prof. Bharati Sharma, Faculty, IIPA delivering a 

lecture 

Shri M. K. Baruah, IAS (Retd.) Member, SCDRC, 

Assamdelivering a lecture 

Shri M. K. Baruah, IAS (Retd.) 

Member, SCDRC, Assam in his 

presentation on ―Working of Consumer 

Redressal Mechanism under the C P 

Act‖ stressed that in most cases 

people are silent sufferers as they 

don‘t speak up if anything goes wrong. 

He through his presentation appealed 

to change the mindset and make use 

of the redressal mechanism which is 

there for the welfare of consumers. 

On the second day, the first 

session on ―Consumer Education and 

Awareness‖ highlighting the various 

schemes and programmes of the 

Department of Consumer Affairs aimed 

at generating awareness was covered by 

Dr. Mamta Pathania, Assistant Professor 

Consumer Studies, CCS, IIPA, New 

Delhi.She appealed tothe participants to 

give an outreach to the consumer 

Dr. Mamta Pathania, Assistant Professor, 

IIPA delivering a lecture 

movement and also to switch over to simpler and sustainable lifestyles in order to 

273

lead a happy life. Dr. Pathania also made a presentation on ―Food Safety and the 

Consumer‖ in which she focused on the need and importance of safe and healthy 

eating habits making the participants aware of the legal provisions under the law 

for food safety. She explained the importance of healthy eating habits and made 

participants aware of the various safety myths which consumers ought to know in 

order to lead a healthier lifestyle. 

Shri K. K. Dutta, Senior Regional Manager 

(Retd), National Insurance Company 

delivering a lecture 

Shri K. K. Dutta, Senior Regional 

Manager (Retd), National Insurance 

Company and Head Insurance Academy 

for North East in his presentation on 

Insurance and the Consumer highlighted 

the ins and outs of insurance sector.He 

stressed that we as consumers are not 

conscious enough to make informed 

choices due to lack of awareness. 

274


Other themes covered were 

―Medical Negligence and Consumer‖ by 

Prof Bibhash Pathak, B. R. M, Govt. 

Law College and Advocate, Guwahati 

High Courtand ―Misleading 

Advertisement and the Consumer‖ by 

Shri Samudragupta Kashyap, Special 

Representative, Indian express. 

On the concluding day, Prof 

Suresh Misra, Chair Professor and 

Coordinator, CCS, IIPAin his Valedictory 

Addresscongratulated and thanked IIPA 

Assam Regional Branch for organizing 

the workshop.Talking about the 

importance of C P Act, he said that the 

aspirations of the people have changed 

with the changing economy due to 

competition and therefore choices 

available to the consumers are numerous, be it products or services. But due to 

this variety and choice the consumers are also being exploited by the marketers 

due to ignorance and lack of knowledge of the laws and policies. He stressed that 

there is a need to revisit the Act as the present system is not able to lessen the 

gap between the theoretical and practical application of the C P Act. He further 

added,that there is a need to give boost to the consumer movement in the 

country to make the consumer movement reach the masses. 

Prof Suresh Misra, Chair Professor and 

Coordinator, CCS, IIPAdelivering the 


Prof. Misra also answered to many of the questions addressed to him in 

the session by the participants on different aspects of consumer Protection and 

related issues. The certificates were distributed by the Prof Suresh Misra to the 

participants in the end of the session followed by a formal vote of thanks by Shri 

N. K. Das, Honorary Secretary, IIPA Assam Regional Branch. The programme 

275

was appreciated by the participants, who were of the view that such programme 

are useful and should be held at regular intervals. 




276

ANNEXURE â II - Center For Consumer Studies(ccs)

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?

ANNEXURE â II - Center For Consumer Studies(ccs)