Consumers Inaugural

Issue
1.1
POWER
A bi-monthly resource for the consumers
May 2010 Rs.25

09 Charter of Telecom Services

19 Consumers Role in
Dispute Redressal System in India

Are YOU the King

in India?
PA G E 5

Impact of Ads
on Rural Consumers
PA G E 1 0

State of Consumers
in Shimla
PA G E 1 6

Standards:
A Part of Your Life
PA G E 2 3
 Customers of Mobile &
Fixed Telephone & Television
must read this for getting
better services

Telecom Regulatory Authority of India

BASIC INFORMATION
Telecom tariff / charges and rates related issues
+ The customer must be given complete details of tariff plan including
charges payable for every item included in the plan within a week of
activation of service.
+ While taking the new connection, you can obtain the contact details of the
Call Centre, Nodal Officer and appellate authority of service provider for
making your complaints.
+ No hike in any tariff item or charges is permitted during six months from the
date of enrolment of the subscriber in a tariff plan.
+ In tariff plans having validity of more than six months including lifetime
plans no tariff item or charges shall be increased at any time during the
promised validity period.
+ 'Lifetime validity' means the duration of the current license or renewed
license of the service provider.
+ The customer is free to move from one tariff plan to another, including post
paid to pre paid and vice versa without paying any fee or charges for
migration and without change of telephone / mobile number.
+ Even if the talk time value has been exhausted, the prepaid customers
should get all the services, which do not affect talk time value, like
incoming calls/SMS etc. during the entire validity period.
+ Unused balance in the prepaid card at the end of the validity period is to be
carried forward if recharged during the grace period specified for the
purpose.
+ Fixed line and broadband customers to be given rental rebate for faults not
rectified within 3 days of making complaint.
+ No rental for national roaming facility. Receiving SMS is free while national
roaming.
+ Processing fee, if any, in the talk time top-up recharge shall not exceed
Rs.2/-.
+ Calling Line Identification Presentation (CLIP) facility cannot be made a
compulsory item of tariff in any tariff plan. If chargeable, it shall be optional
for customers.

Whom to contact in case of telephone / mobile complaints?

How to stop getting unwanted telemarketing Calls and SMSs?
Basic information about Cable TV Services in Conditional Access System (CAS) Areas
TV services under Direct to Home (DTH)
Individual consumer complaints / disputes

TRAI invites all the stakeholders to visit its website: www.trai.gov.in for full Details of the
Regulations, Tariff Orders, and Directions issued by the Authority from time to time.

(Issued in public interest by Telecom Regulatory Authority of India)

 Mr. J.S. Sarma
Chairman
Telecom Regulatory
Authority of India, New Delhi

I
Volume 1 . Issue 1 am happy to know that the Citizens' Awareness
Group (CAG) is publishing bi-monthly magazine
"Consumers Power". The Citizens' Awareness
EDITORIAL TEAM
Group was registered with TRAI as Consumers
Mr. Surinder Verma Advocacy Group in 2007 and has acquired good
Dr. Navleen Kaur
Ms. Manjeet Kaur
knowledge about telecommunication services,
Mrs. Sudesh Kumari regulations governing its provisions and redressal of
Ms. Richa Priya
Ms. Medha Kapoor consumer grievances. It has been organizing several
Design & Layout seminars and workshops to generate awareness about
Core Communications Pvt Ltd
0172 2613190 the rights of consumers.
info@corepr.com
Consumer Advocacy Groups play significant
role in empowering consumers, particularly in matters
connected with Telecommunications, Broadcasting and
Cable Services. I am confident that the Citizens'
All articles and advertising
Awareness Group would supplement the efforts of
material should be forwarded to :
Telecom Regulatory Authority of India in protecting the
The Editor interests of consumers and generating awareness
CITIZENS AWARENESS GROUP
Room No. 3 (Basement) about their rights. I wish the organization great success
Karuna Sadan, Sector-11-B
Chandigarh-160011 in its endeavors.
Tel & Fax : 0172-4007412
Mobile: 094170 08805
093177 25073
E-mail :
citizenawareness@yahoo.com
citizenawarenessgroup@gmail.com
consumerspowerchd@yahoo.com

Website
www.cagchandigarh.in J. S. Sharma

Processed and Printed at :

Nex-Gen Graphibiz
Plot No. F-191, Industrial Area,
Phase 8-B, SAS Nagar, Mohali
Punjab

Printed & Published by

Mr. Surinder Verma, Chairman
Citizen Awareness Group.
CONSUMERS POWER | May 2010 | 1
 Mr. R.N. Prabhakar (Retd.)
Member
Telecom Regulatory
Authority of India, New Delhi
I I
am happy to note that Citizens Awareness
Group has started a bi-monthly magazine
Consumers Power and this issue will focus on
the consumer awareness in the telecom and
broadcasting sectors.
The mission of Telecom Regulatory
Authority of India (TRAI) is to ensure that the
interest of consumers are protected and at the
same time to nurture conditions for growth of
telecommunication, broadcasting and cable
services in a manner and at a pace which will
enable India to take a leading role in the emerging
global information society.
The service providers should ensure quality
of service and attend to consumer grievances as
per the benchmarks and procedures prescribed by
TRAI. This is one of the concern of the regulator. In
order to this concern and to achieve its Mission,
TRAI has been conducting various regional
workshops for capacity building of Consumer
Advocacy Groups (CAGs) and consumer
education at regular intervals at different places.
The sole aim of this exercise is to raise consumer
awareness as end users through CAGs. TRAI
have been consistently striving towards improving
the response of the service providers to the
consumer needs and consumer complaints. Print
media has always been playing a significant role in
raising consumer awareness amongst consumers
and service providers by raising consumer centric
issues. I am sure your magazine will also
contribute towards this aspect.
I wish the Citizens Awareness Group all
success in their foray to launch Consumers
Power magazine and hope that the content of the
Ram Niwas
magazine will be such that will enlighten the
consumers about their rights and obligations for
getting proper quality telecommunication and
broadcasting services.
R.N. Parbhakar
CONSUMERS POWER | May 2010 | 2
Mr. Ram Niwas
Home Secretary
Chandigarh Administration
I
t gives me immense pleasure to know
that Citizens Awareness Group has
started a bi-monthly magazine
Consumers Power for the consumers of
this region. I appreciate the working of the
group with the objective of creating
awareness about various issues related to
health, literacy and consumer problem
from its inception. I hope that this
magazine will empower the consumers of
this entire region by providing them timely
information about the intricacies of market.
I personally welcome the launch of
the magazine here in this region, and
congratulate the entire team of CAG for
creating consumers.
Mr. Jagroop Singh Mahal
President
Consumer Disputes, Redressal Forum
UT, Chandigarh
t gives me pleasure to say that Citizens
Awareness Group Chandigarh has
started a bi-monthly magazine titled
"Consumers Power". As we all know,
consumers are the largest social group in any
society. They face a number of problems
relating to the goods purchased by them and
services hired on payment. It is a common
knowledge that in every sphere whether it is
airlines, banks, railways, insurance, courier
agencies, housing, building activity, trading,
investments, education, telephone/mobile,
electricity, water supply, hospital etc., the
consumers hire services and in many cases
face, problems like the cancellation or delay,
repudiation of claims, levying of' heavy
charges, medical negligence or non supply
or short supply of goods. The consumers are
the most unorganized group and need to be
educated about their rights. Many of the
consumers suffer deficiencies, losses and
humiliation simply because they are not
aware of the remedy or they feel that the
damage caused is bearable as compared to
the harassment and delay which they may
suffer in pursuing the remedy before the
Courts. The "Consumers Power" magazine
being launched by the Group is expected to
take care of these problems and impart not
only education to the consumers about their
rights but also assist them to redress their
grievances.
I wish success to the Citizens
Awareness Group, is the need of the hour.
Jagroop Singh Mahal
 Ekkud% iFkiznZkd%
BUREAU OF INDIAN STANDARDS
Ms. K. K. Narang
Deputy Director General
Bureau of Indian Standards
I
t gives me immense pleasure to know
that the Citizens Awareness Group is
launching 'Consumers Power' a
bi-monthly journal dedicated to
consumers.
The Group has been playing a vital role in
spreading awareness amongst the
masses about various consumers related
issues. Their contribution in spreading
public awareness about the rights of
consumers has significantly supplemented
the endeavor of Bureau of Indian
Standards in creating awareness about
various activities of BIS.
Kindly accept my heartiest congratulations
and best wishes for your magazine which I
am sure will go a long way in further
promoting the values concerning the
consumers.
Ms. K. K. Narang
CONSUMERS POWER | May 2010 | 3
Food Corporation of India
Arun Kumar Gupta, IAS
General Manager
Food Corporation of India
Haryana Region
I I
t gives me immense pleasure to know
that Citizens Awareness Group has
starred a bi-monthly magazine
Consumers Power about various issues
related to health, Literacy and Consumer
problems for the consumers of this region.
I convey my best wishes to the group and
wish it all success.
Arun Kumar Gupta
Food Corporation of India
Nilkanth S. Avhad, IAS
General Manager
Food Corporation of India
Punjab Region
am pleased to know that Citizens
Awareness Group (CAG), a voluntary
organization, has decided to publish its
bi-monthly magazine Consumers Power
with an objective to generate awareness
among citizens about their rights and
responsibilities and simultaneously assist
them in redressal of their grievances. I am
sure that this effort of the CAG, would go
a long way in fostering a sense of
fraternity among the citizens. I
congratulate the organizers and wish the
publication a grand success.
Nilkanth S. Avhad
 Editor Speaks
5
Is Consumer Really CITIZENS AWARENESS GROUP
the King in India? Investor Association recognised by Securities Exchange Board of India (SEBI)
Consumer Advocacy Group, registered byTelecom Regulatory Authority of India (TRAI)

9
Telecom
Services

10 Impact of
Advertisements

14 TRAI
Basic Information
Dear Readers
I am greatly pleased to present to our natured readers- the consumers community- with this newest

16 Consumer Awareness magazine Consumers Power. In today's world, consumers wield the power..the power to demand
the best.
In this issue, we had brought forward the rights of consumers in Telecom Industry. I am extremely
delighted on sharing Basic information on Telecom tariff and rate related issues and about the Role
of consumers.

19 Role of Consumer I am heartly thankful to Mr. Bejon Mishra, Professor MC Pal, Dr. Akshat Mehta, Dr. Babita Aggarwal,
Dr. Meenu Aggarwal, Dr. Mamta Mokta and Ms. Renuka Salwan for their intresting articles.
Apart from the introduction to TRAI by Dr. Akshat Mehta, you will also come to know about the
Common Charter of Telecom Services in this issue.

23 Standards :
A part of our Life
I feel extremely proud in incorporating the write-up on National Seminar on Role of Cosumer
Disputes Redressal system in India: Issues, Challenges and opportunities. Seminar was
co-ordinated by Professor MC Paul, School of Social Sciences, Jawaharlal Nehru University, New
Delhi. Seminar was organised as a mark of respect to the true spirit of UN Guidelines for Consumer
Protection (UNGCP) issued 25 years ago in 1985.

24 TRAI :
An Introduction
In a past few years Telecom industry has grown at a rapid pace with an upcoming of loads of
telecom companies, which had left the consumer in a state of confusion. The choice is extremely
difficult for the consumers of telecom industry as so many big brands have stepped into, leaving the
market overloaded.

26 Child Labour in India

This issue is just one step forward in helping you to make the right choice and to update your
knowledge as being a consumer. We shall appreciate your feedback and suggestions to help us in
helping you. Queries are also welcomed.

28 The Consumer Panchayat:

Surinder Verma

30 Consumer Awareness -
Rights & Responsibilities

CONSUMERS POWER | May 2010 | 4

Cover Story

Is Consumer Really
the King in India?
"Consumerism" is likely to dominate the Indian market in the coming years, thanks to the
economic reforms in the present years and increased direct foreign investment in the retail
sector. The transition will be from a predominantly "sellers market" to a "buyers market"
where the choice exercised by the consumer will be influenced by the level of consumer
awareness achieved.

C
onsumers are consumer as envisaged in seller beware). There is Cosmetics Act, 1940.
considered to be the Consumer Protection an active need for having Even though different
king in a free Act (1986) viz. Right to awareness on the parts of India exhibited
market; the sellers are safety, Right to be consumer protection different levels of
guided by the will of a informed, Right to choose, rights. awareness, in general, the
consumer. Webster's Right to be heard, Right to level of awareness was
Evolution of Consumer
dictionary defines redress, Right to pretty low. Indian
Protection Rights in
Consumerism as "the consumer education, consumer movement
India
promotion of the Right to satisfaction of began with Passengers
consumer's interests" or basic needs and ensuring The consumer movement and Traffic Relief
alternately "the theory right standards for the in India is as old as trade Association (PATRA) in
that an increasing goods and services for and commerce. In Mumbai, in 1915. The
consumption of goods is which one makes a Kautilya's Arthashastra, growth from there has
economically desirable". payment. The big there are references to the been incredible and the
concept of consumer
"Consumerism" is likely to multinationals will leave momentum of this growth
no stone unturned to gain protection against started during the 60s.
dominate the Indian
the attraction of the exploitation by the trade In 1969, Monopolies and
market in the coming
consumer and will try to and industry, short Restrictive Trade
years, thanks to the
gain a respectable market weights and measures, Practices MRTP act was
economic reforms in the
share. However, some of adulteration and enacted and MRTP.
present years and
the companies try to punishment for these Commission was set up
increased direct foreign
engage in unscrupulous, offences. However, there under the provision of the
investment in the retail
was no organised and
sector. The transition will exploitative and unfair act. The act deals with
trade practices like systematic movement cases of restrictive trade
be from a predominantly
defective and unsafe actually safeguarding the practices, adversely
"sellers market" to a
interests of the
"buyers market" where the products, adulteration, affecting competition, and
false and misleading consumers. Prior to with unfair trade
choice exercised by the
advertisements, independence, the main practices arising largely
consumer will be
hoardings, black- laws under which the out of false and
influenced by the level of
marketing etc. The earlier consumer interests were misleading
consumer awareness
approach of caveat considered were the advertisements. After this
achieved. By
emptor, which means Indian Penal Code, act, consumer
"consumerism" we also
Let the buyer beware, Agricultural Production, groupscame into force,
mean the process of
Grading and Marketing emerged. The emergence
realising the rights of the has now been changed to
caveat venditor (Let the Act, 1937, Drugs and

CONSUMERS POWER | May 2010 | 5

of the Amartya Bag, B.A.
LL.B. (1st Semester), KIIT
Law School, KIIT
University, Bhubaneswar,
Orissa. Consumer
Education and Research
Centre in Ahmedabad, in
1978, was a milestone in
the consumer movement
of India. It provided a
thrust and a direction to
the movement in terms of
a result-oriented approach
through effective use of
the law and the courts,
and injecting professional
inputs into the movement.
In the 1980s was the time
for the consumer rights
and many consumer
groups were formed in
different parts of the
country. In 1986 the
Consumer Protection Act
was enacted. In 1987, the
Indian Standards
Institute (ISI), which was
started around 1947 as a
membership society,
largely dominated by
industries, was turned
into a statutory
corporation called the
Bureau of Indian
Standards with greater
participation by consumer
organizations. Thereafter.
in 1993, the Consumer
Protection Act was
amended overcoming few
limitations and making it
more effective and
inducing the concept of
consumer courts. Three
tier consumer courts at
the nation, state and
district level known as the
District Consumer Dispute
Redressal Forum, State
Consumer Disputes
Redressal Commission,
and the National
Consumer Disputes
Redressal Commission
respectively were
established under the
provision of the act.
Consumer Welfare Fund
was also created during
that time. We have the
Securities and Exchange
Board of India, 1992, the
Telecommunication
Regulatory Authority of
India, 1997, and the
Central Electricity
Regulatory Commission,
1998. Apart from these, a
number of acts like Indian
Contract Act, Sale of
Goods Act, The Essential
Commodities Act, The
Agricultural Produce
(Grading and Marking)
Act, The Prevention of
Food Adulteration Act,
The Standards of Weights
and Measures Act have
been enacted by the
Indian legislature from
time to time to protect the
interest of the consumer.
The system has been
considered as one of the
best in the world in the
matter of consumer
protection.Consumer
Awareness and Rights a and 20 percent females
Ground Reality. Even with
so many milestones, the
system is not perfect and
there are still hurdles in
providing justice to the
consumer in some cases.
In spite of having a
separate ministry or
department of consumer
affairs at centre and in
every state, the reality is
that consumer loses the
battle every time and
bows before the big wigs
that own the industries
and rein the huge
consumer market in
India. The consumer is
nothing but a crownless
king; the real power lies
in the hands of big
multinationals and retail
CONSUMERS POWER | May 2010 | 6
chains. Another reason
may be the lack of
awareness amongst the
consumer about their
rights. A recent study
found that although the
people have basic
knowledge about the
Weights and Measures Act
but very few people have
knowledge about the
other laws like the Drug
and Cosmetic Act
Prevention of Food
Adulteration, Food
Product Order, The
Essential Commodity Act
Display of Price Order;
Prevention of Black
Marketing and
Maintenance of Supplies.
It was also found in the
survey that the males are
much more aware about
the consumer protection
laws than the females. It
was also found out that
the people were not aware
about organizations
working at district and
national level. Out of total
sample, 48 percent males
not known.
were aware of both
consumer courts as well
as consumer forums. Only
6 percent each of male
and female respondents
were aware about the Sub-
Divisional Magistrate
(S.D.M.) office. Very few
knew about the public
supply office. Majority of
respondents i.e. 50
percent males and 12
percent females were
aware about the National
Consumer Forum at Delhi.
2 percent males were
aware of Consumer
Guidance Society,
Hyderabad and Consumer
Forum, Bombay. None of
the female respondents
were aware about
Consumer Guidance
Society and Forum. This
survey shows how the
consumers in India are
unaware about their legal
rights. Indian consumers
want quantity not quality,
they prefer to compromise
rather than complain.
Though charging of a good
above the maximum retail
price (MRP) is against the
law, it is a very common
observance that the seller
tends to charge a good
above the
MRP. It is common that
one has been charged
above MRP for buying a
bottle of mineral water at
railway station or
multiplexes. There are
many goods which are
sold in the market
without much
information about their
quality, quantity and
purity. In case of goods
meant for mass
consumption like, food,
milk products, edible oils
etc. the ingredients are
The big multinational
companies make a huge
profit from whatever they
sell; they try to gain the
attention of an average
consumer through catchy
slogans and
advertisements with
bollywood celebrities and
cricket players as their
brand ambassadors to
promote the goods. The
consumer lured by the
advertisement follows the
preference of their silver
screen idols blindly
without knowing the
ingredients of an article
and suffers. Sometimes
the sellers offers
unrealistic schemes on
anything ranging from There is another fraud notwithstanding the fact clause says that if a
soap to a two-wheeler or a attached to such goods. A that the ACs or fridges are machine has been
computer, the consumer branded company uses mostly made of such stuff. negligently used, then the
is deceived by these and assembles the tyres If there is no warranty on company is not
schemes offered by the and spare-parts of lesser such items, then what is responsible for the
manufacturers, who known companies. The the warranty all about? damages. Despite the
spend crores of rupees on consumer hardly knows Just to deceive the Indian existence of consumer
their brand ambassadors. about this arrangement, consumer who simply forums at various levels,
The poor consumer, who as no such trade secrets purchase the goods many people are
is caught-up in buy-one, are revealed through the thinking that the same compelled to go to the
get one schemes hardly advertisements by the can be repaired or courts seeking remedies.
finds time to apply his brand ambassadors. The replaced within the In India sellers try to
mind that it is he who poor consumer, who warranty period, while corner and catch the
pays everything, even for intends to bring home the remaining ignorant of the consumers on wrong foot
those so-called free-gifts leader from the firm of basic difference between in the courts of law by
and gold coins that are international fame, comes guarantee and putting the onus of
used as marketing tools. to know about such fraud warranty. And when any damage on to the
The tragic part of all this only after the purchase of aware consumer dares to consumer, declaring him
is that at the time of the goods that are over challenge such self-made as untrained to operate
purchasing the goods, the stuffed with low quality clauses in the court of the consumer goods,
consumer is never shown desi spare-parts. Now law in the event of any while arguing the cases
the clauses of warranty, have a look at the defect in the goods within through highly paid
written in the microscopic warranty card provided the warranty period, he advocates. And the poor
fonts, with so many with any electric or comes across with consumer, who is already
conditions apply electronic goods item, another problematic depressed on account of
mentioned in the foot- including television sets, clause in the warranty
notes of these documents DVDs, computers etc. The that reads like this: This
hidden somewhere in consumer is again duped contract is effective at a
owners manual. The in the similar fashion. place where the company
consumer gets this Here again, the hidden has a manufacturing unit
owners manual only warranty speaks (say at Mumbai) and
after he makes the something like this: In claims if any, shall be
payment of the product he the event of damage on made only before the
intends to purchase. account of high or low courts having the
However, a closer look at voltage, fluctuation in jurisdiction in Mumbai
such warranties makes current, lightening etc, and no claims shall be
one to ponder upon the the warranty made outside Mumbai,
fraud most of the automatically null and notwithstanding that the
companies commit with a void. Is a consumer refrigerator, two-wheeler,
consumer. Take an responsible for the high TV, etc may have been
example of a two-wheeler
or a four-wheeler
or the low voltage that is
supplied by the electric
sold or delivered or any
stipulation or
UGSE-
purchased from any department? Again, in commitment in respect Insurance
reputed automobile case of refrigerators or air thereof may have been Institute
company. The warranty conditioners, the made elsewhere. Have
says like this: This companies claim that they another look at the clause for Education &
warranty doesnt apply to will not be responsible for in the warranty: This Training
proprietary parts like the leakage in the gas, warranty is in vogue only
tyres, tubes, battery, for which extra money is for a period of 12 months
plastic items, bulbs, to be paid. Further, from the date of SCO 62-63, Top Floor,
Sector 17-A, Madhya Marg,
indicators, rubber similar conditions prevail purchase. The fact is that Chandigarh - 160 117
components, grommets, in case of automobiles, AC or fans remain off for Telefax : 0172 5077054, 4643054
Email : admin@insuranceugce.com
O rings, bellows etc. which say that there will at least six months a year www.insuranceugce.com
Then what is left that be no replacement on in most parts of the
comes under warranty? rubber or plastic items, country. Yet another

CONSUMERS POWER | May 2010 | 7


Jokes for
Fun
Bank: A place that will lend
you money only when you
don't need it.
CEO: Chief Embezzlement
Officer.
CFO : Chief Fraud Officer.
-----------------
What's the difference between
buying a lottery ticket and
buying a penny stock? In the
first case, you help finance
your local community
swimming pool. In the second
case, you help finance the
stock promoters home pool.
-----------------
A long term investment is a
short term investment that
failed.
-----------------
A stockbroker is someone who
invests your money till it's all
gone!
-----------------
A market analyst is an expert
who will know tomorrow why
the things he predicted
yesterday didn't happen today!
-----------------
Momentum Investing: The
fine art of buying high and
selling low.
-----------------
Value Investing: The art of
buying low and selling lower
Bear: What your trade
account and wallet will be
when you take a flyer on that
hot stock tip your secretary
gave you.
Bull: What your broker uses
to explain why your mutual
funds tanked during the last
quarter.
-----------------
QUESTION: When does a
person decide to become a
stockbroker?
ANSWER: When he realizes he
doesn't have the charisma to
succeed as an undertaker.
-----------------
A stockbroker is a man who is
always ready, willing, and able
to lay down your money for
his commission.
-----------------
The Pessimist sees the glass as
half empty. The Optimist sees
the glass half full. The Stock
Market Day Trader JUST
ADDS WHISKEY ...
having purchased a
defective item, thinks
twice before moving
consumer protection
forums or NGOs for the
redressal. Can he afford to
hire the services of a good
advocate to fight the case
against such
multinational companies
who have a turnover in
crores of rupees per year?
And then such forums too
show inability at times to
help the consumer, after
going through the
cunningness hidden in
every term and condition Unethical notings like
written in the owners Goods once sold will
manual. One wonders,
who has authorised such
companies to incorporate
all such conditions that
suit only them and not
the consumer. The
concerned ministry is
aware of all this deceit
and yet, the consumer is
far from being the king.
Why? For one, he is
averse to be a litigant and
prefers to suffer in
silence. For another, the
courts are so over-
burdened with cases,
majority being trivial, that
justice is invariably
delayed, if not denied. The
Consumer Courts were
created with an objective
to dispose the cases
within a very short span
of time, but the ground
reality is that the case
remains without trial for
many years, thus defying
the very objective of its
establishment. Presently,
the courts are located at
district headquarters. This
prevents consumers of
far-flung areas,
particularly in big states
like Uttar Pradesh and
CONSUMERS POWER | May 2010 | 8
Madhya Pradesh, from redressal. An alert
approaching the courts consumer is a safe
for justice. A more
desparate distribution of
consumer! There is a need
for a fresh look at the
the redressal machinery machinery already set up
is desirable. The to protect consumer
cumbersome procedure interests. Establishment
for filing a case adds to of more number of mobile
the burden of a consumer consumer courts and fast
in the process of getting track consumer courts to
justice. Consumers thus resolve minor issues
have the social should be done to make
responsibility of exposing the judgement procedure
the manufacture fast. In the coming years,
suppliers or the service every consumer in his
providers for resorting to own interest has to
illegal trade practices. realise his role and
importance in the right
perspective. In a
never be taken back are competitive economic
in sharp contrast to the environment the
practice in some of the consumer has to exercise
developed countries, his choice either in favour
where the sellers declare; of or against the goods
In case you are not fully and services. His choice is
satisfied with our going to be vital and final.
product, you can bring He should realise his
the same to us within a importance and prepare
month for either himself to exercise his
replacement or return of rights with responsibility.
your money. This is the It is very often stated
result of consumer "Customer is sovereign
consciousness. and consumer is the
Consumers have to realize King." If that is really so,
their role and why do we have the
importance. The Consumer Protection Act?
consumer movements can Why is there a need for
be winner movements protecting the King?
only with our active Should it not be rightly
involvement by knowing called "Consumer
our rights and enforcing Sovereignty Act"? It is for
them. Formation of the consumers to decide.
consumer associations in After all the dictum in
every town would be the democracy is, the citizens
first step towards this get a government they
path. It requires a deserve. Similarly, the
voluntary effort involving consumers in society get
the participation of one a position in the market
and all. If the consumers depending upon what
remain passive, they will they do or do not do. It is
continue to be exploited. agreed on all hands that
It is necessary that "consumer empowerment"
consumers take action in India has a long way to
with solidarity to get a go. This is the right time
fair deal and timely to act.
Common Charter of
Telecom Services
2005
A
ll Service
Providers
acknowledge the
rights of citizens to have each of these, their
a free choice in selecting
their Service Providers
and agree to promote their
services in the best spirit
of competition and
traditions of service to
consumers. All Service organization where
Providers agree to
promote the consumers'
right to education, choice,
representation and
redress.
All service providers
assure that the privacy of
their subscribers (not
affecting the national
security) shall be
scrupulously guarded.
All Service Providers
assure that their
subscribers shall be
entitled to interact with
them, either personally or
through their authorized
representatives.
For information and
education of subscribers,
all Service Providers agree
to inform their
subscribers of the broad
range of services offered,
the individual plans
available to them at any disputes. They also agree accompany the letter of
given point of time, the to resolve the disputes as request.
tariff rates applicable to per the guidelines of TRAI All Service Providers
issued from time to time. agree to provide in their
validity, terms and All Service Providers bills related call and tariff
conditions, payment agree to provide an details, payment
policies, the billing applicant basic telephone procedures and list of
processes and connection within 7 days points at which payments
procedures and the of registration, subject to can be made by
structure within the technical feasibility and subscribers.
the mobile connection All Service Providers
information and immediately subject to agree to register
clarification on consumer compliance of all required complaints in all areas of
redress systems for formalities by the their service immediately,
complaints and billing subscriber. if delivered in person or
disputes will be available All Service Providers by e-mail and within 24
with all their relevant agree to repair the faults hours on receipt of the
contact numbers. within 24 hours of receipt complaint by post.
All Service Providers of complaint from a All service providers
agree to arrange human subscriber, wherever shall render service
interface with responsible technically feasible. without discrimination to
company executives All Service Providers every citizen as per his
whose name and identity agree to ensure shifting of eligibility defined below
are made known during telephone connection and who undertakes to
the process of disputes within 3 working days pay all charges and
resolution in addition to within the same deposits:
arrangements like exchange, 5 working days For the purpose of this
Customer Care Service for intra city and 30 clause, a citizen shall be
through Call Centres. working days for inter defined as an individual
All service providers city exchanges and above the age of 18 or an
agree to inform their closure (disconnection) of institution, NGO or
subscribers on the reverse telephone connection business/service
of each* bill, their within 3 days, on receipt organization engaged in
consumer grievance of a letter of request from any activity which is
redress process with the subscriber. An permissible under the
respect to fault authenticated copy of the laws of the land.
complaints and billing last telephone bill shall
Continued on Page 15
CONSUMERS POWER | May 2010 | 9
Impact of
Advertisements
on Rural Consumer Education
and Behaviour
shopping, newspapers,
magazine, radio and
television, influence us
and increase our desire
more and more. Choice of
Dr. Meenu Aggarwal any thing is very difficult.
Reader & Head, Economics, Because now a days
Ginni Devi Modi Girls (PG) College,
Modinagar different brands of the
same product /materials
are available in the
market. How do rural
candy, lemon, drops etc.; any place. But this is not
his first contact with the so today. Now the
economy begins in a retail consumer is the choice
store. As a rural empowered consumer
consumer he has an who decides the fate of
important role to play in the product with the
the economy. The way he rising of his earnings.
performs will in turn Thus, the manufactures
affect the performance of are continuously engaged
the economy. Anyone who to understand the
consumes goods is a complex consumer

I n this story there are consumers decide what to

no heroes and
villains; just people
who believe they can buy
happiness, and
advertisers who support
this belief. Consumerism
is one of religion's modern Lack of awareness on the
replacements and like
religion it actively
encourages, then exploits, consumer organizations
dissatisfaction with
everyday reality.
P. Lutus in Consumer
August - 2001
Choice is a fundamental
problem for all human
beings and it is also a
complex problem because market. All human beings
we are living in a kinds of have been consumer in
entertainment of Riches
age. There are new
products, new kinds of
entertainment and new
services coming along
constantly. Window-
buy? Sometimes the price
for the same commodity is
different at different
places and at times one
gets inferior quality
product for higher prices.
part of rural consumer
and absence of rural
to protect their interests
have complicated the
process of product
evaluation by the rural
consumers' aware about
their rights and the
objects available in the
every moment of their
life, night and day. A
rural consumer thus
participates actively in the
economy from the day he
spends his first paise for
consumer. Rural
consumers get exploited
in the market. They
respond to advertisement
and buy goods. Generally
behaviour better and
respond by offering goods
and services as desired by
them. However, in
scarcity, the buyer is
advertisements do not compelled to buy things
give all the information whatever is available in
that rural consumers the market. The key to
needs to know or wants to ensure consumer
know about a product. In satisfaction lies in under-
recent years behaviour of standing the consumers -
the rural consumers has his likes and dislikes, his
changed. A few decades expectations and
ago rural consumers was motivations, in short it
a silent person who may be called as
uncomplainingly Consumer
purchased the goods from Behaviour.Consumer
Consumerism is one of religion's modern
replacements and like religion it actively
encourages, then exploits, dissatisfaction
with everyday reality.

CONSUMERS POWER | May 2010 | 10

Behaviour refers to the
acts of individuals directly
involved in obtaining and
using economic process
that precedes and
determines there acts
Consumers behaviour
research also considers
that rural consumers
make use of the goods
they buy and the
evaluation of these goods
after use.
Rural consumers make
choice under the
influence of two factors
+ Purpose, need or desire.
+ Behavioral pattern.
Purpose, need or desire.
A rural consumers will
not buy a medicine unless
someone is sick, if he is
rational. But he may buy
a cake if he is with his
friends. He may not do so
if he is alone. Event such
as festival, marriages,
birthdays, transfers etc.
may occur which gives
rise to needs for a specific
period of time.
Behavioral Pattern It is
a familiar phenomenon to
find people reacting to a
situation or environment
in different ways at
different times; Behaviour
and attitudes depend on a
number of factors such as
habit, recognition, and
price impulse, emotion
and unpredictability.
These are briefly
discussed below:
+ Habit
+ Recognition
+ Price
+ Impulse
+ Emotion
+ Unpredictability
In general, rural
consumers behaviour are
influenced by tradition
culture, religion, and
society of which consumer Protection against all Impact of
is a part. In addition, types of pollution. Advertisement on Rural
environment influences The consumer movement Consumer
and purchasing power in India started in the Advertisements have
affects choices to a large begging of 20th century. become an important part
extent. Rural consumers The first known collective of modern business and
behaviour is also guided body of consumers in industry. It is therefore
by those needs, which are India was set up in 1915, not surprising that we are
as yet not satisfied. with the 'Passengers and confronted by them
Traffic Relief Association' wherever we go, We see
Factors Influencing in Mumbai. It was formed them in newspapers and
Consumer Behaviour with a view to reduce the magazines on television
hardships and trouble` and the internet, hear
Needs / Attitudes/ Habits faced by the passengers them over the radio and
That influence travelling by railways and see them on buses, taxis
Consumption decisions steamers and also to and trains.
Consumer Choice redress the grievances of Advertising as an
Behaviour/ experiences the Indian Trading industry has been a
that Reduce/ maintain or Community. steadily growing industry
enhance Lifestyle The 'Indian Association of since the eighties. It is a
resulting in Consumer Consumer (IAC)' was set complimentary
satisfaction Consumer up in Delhi in 1956, and relationship that develops
lifestyle all India Association for for mutual benefits.
consumers' interest with Product and services'
History of Consumer government support. This promotion through
Movement body had luminaries like advertising requires large
An important socio- Shri Manmohan Sehgal, and extensive canvas and
economic movement Mrs. Shushila Nair and far-reaching and
confronting the business Shri Guljarilal Nanda, penetrating means of
is the growth of among others. communication.
consumerism and the The world has witnessed Advertisements are
legislative measures to rapid growth in created by sellers of goods
produce the consumers. It consumerism and hence and services to boost the
is said that Indian consumer protection has sales of their products
consumers are cheated to become an important and often published or
the tune of Rs. 2000 aspect of modern life. To broadcast repeatedly in
crores annually through protect the consumer the media. The idea is that
the various devices various countries have through repeated
invented by the enacted consumer reminders, a customer
businessmen and traders protection laws. India has comes to remember the
and hence, the need for also witnessed a slow product and, hopefully,
consumer protection. The growth rule in India. The ends up using it.
protection that the colonial masters brought All advertising is
consumers required is of with them mass psychological. Their
the following types: consumption age in India purpose is to create a
Protection against unfair and thus also came the demand, desire
and deceptive trade exploitation of impression and to expand
practices. consumers. With the sales. This is to
Protection from monopoly growing of numbers of accomplish by attracting
and restrictive practices. atrocities on consumers attention creating
Protection against unsafe the government enacted perception and interest
or harmful products that series of consumer's and making the
endanger the health and protection laws. advertisement being
the well being of understood easily, thereby
consumer. arousing and creating a
CONSUMERS POWER | May 2010 | 11
favorable image. There are pays for most of our Advertisements awares director, writer, junior
several so many impacts means of communication. you about the product like artist etc.
that accrue to consumers Even a newspaper cost product price, availability Recently, the greatest
as a result of growth of would be beyond the about the product, emphasis has been on the
large-scale advertising. reach of a common man. sources, company name, depth approach. Clever
These are as follows: The press and a large part even ingredients of the advertising copy is
Advertising is of the entertainment product. especially aimed to
educational, as newer industry like television, This information helps promote purchasing
products are known; radio and magazines are the rural consumers to through non-rational and
standard of living is at large supported by save consumers time and impulsive logics instead of
improved and thus advertisements. efforts. Those people who rational and logical
increased satisfaction in Advertisement serves the are illiterate the see the approaches. The
daily lives. public. Red cross etc. have advertisements and advertising has become a
Advertisements do benefit been aided in many ways become aware about the professional persuasion to
consumers in certain and as such it serves product. They spend our manipulate the
ways. For example, public welfare also. It money in the right way. consumer's buying
consumers are exposed informs consumers about Administration, attitude. Advertisers reap
to variety of brands for a where to shop. There is advertisers of drug food, rich dividend from the
given product. They are not a day of the week cosmetics preparations knowledge, that consumer
then able to compare the when consumers, are not and vitamins frequently on the whole are gullible
choices available and advised of special sales in misrepresent their and that few people have
select the one that suits departmental stores, products by label mastered the art of
them best. Businesses super markets or advertising literature reading advertising
also use advertisements to specialty shops. Home- containing magic words. material with a critical
introduce new products. owners receive valuable Advertising very often eye.
Consumers therefore hints and proper product winds even greater For these reasons it is
receive information on selection. victories through the line indeed like looking for the
the latest goods and Advertisement provides of appeals to sub proverbial needle the
services available in the useful information for conscious needs. Modern haystack as contact less
market. As more and rural consumers also advertising specialists in a summing pool to
more new products about products and their have learnt to successfully collect a food sampling of
become available, uses. It helps them to control feelings of quit, straight honest
businesses are forced to develop better habits and fears, loneliness, doubts advertisement.
produce goods of better they improve better life and insecurity. One might
quality and improve the style. properly classify the Forms of Advertising
level of their service to advertisers as:- Vultures There are so many forms
keep up with the For Example who feast on the secrets, of advertisements,
competition. The Advertisement reminds miseries, misfortunes and including so many things
availability of better you to brush your teeth weaknesses of human in the advertisement
quality and services two times a day, use beings. They work on which are as follows :
obviously benefits better shampoo for hair man's mind and his soul. + Direct-Mail Advertising
consumers. falling problem. Know a day's + Informational
Advertising helps in Advertising maintains advertisement is an Advertising
communication. high standards. Since a important source of + Institutional
Advertising is the vast majority of products income for websites, any Advertising
brainchild of a succeed in acquiring a show of the college also so + Outdoor Advertising
mechandise. Advertising reputation, which leads to many big and small + Product Advertising
pays for most of our good public acceptance as company sponsors the + Speciality Advertising
means of communication. a direct result of effective shows, newspaper, + Media
It leads to communication advertising, the sellers magazines, radio, + Social network
at lower prices, thus are forced to assume the television etc. advertising
permitting consumers, to responsibility to maintain Advertisement provides
have more purchasing the original specification direct and indirect A new form of advertising
power for other of the products they seek employment to a large that is growing rapidly is
merchandise. Advertising to sell. number of people creative social network

CONSUMERS POWER | May 2010 | 12

advertising. It is online
advertising with a focus
on social networking
sites. This is a relatively
immature market, but it
has shown a lot of
promise as advertisers education programmer
are able to take advantage
of the demographic
information the user has
provided to the social
networking site.
Friendertising is a more
precise advertising term
in which people are able
to direct advertisements
toward others directly
using social network
service.
Celebrities Advertising:
This type of advertising
focuses upon using
celebrity power, fame,
money, popularity to gain
recognition for their
products and promote
specific stores or
products. Advertisers
often advertise their
products, for example,
when celebrities share
their favourite products
or wear clothes by specific
brands or designers.
Celebrities are often
involved in advertising
campaigns such as
television or print adverts
to advertise specific or
general products.
Covert advertising:
Covert advertising is
when a product or brand
is embedded in
entertainment and media.
For example, in a film, the
main character can use
an item or other of a
definite brand, as in the
movie Minority Report should be to enable people
where Tom Cruise's
character John Anderton
owns a phone with the
Nokia logo clearly written
in the top corner, or his
watch engraved with the
Bulgari logo.
Consumer Education
Government and private
agencies in India offer
rural consumers
disadvantaged consumers.
and widely disseminated
consumer information
system. Some of the
reputed private
companies involve
themselves with rural
consumers education
giving high emphasis to
the motto educated 2.Governments to develop
consumers make better
consumers along with
their selling portfolio.
Even after, consumer
education in India is still
practically not so widely
spread, the Union
Government has been
making efforts to educate
the rural consumers. The
right to consumer
education means the right
to acquire the knowledge
and skills to be an
informed consumer. Thus,
the right to consumer
education envisages the
right to knowledge and
skills needed for taking
actions to influence
factors, which affect
consumers' decisions.
According to the
guidelines, the
governments should
develop and encourage
the development of
general consumer
education programmes,
bearing in mind the
cultural traditions of the
people concerned. The
aim of such programmes
to act as discriminating
rural consumers, capable
of making informed
choice of goods and
services, and conscious of
CONSUMERS POWER | May 2010 | 13
their rights and and recognize their
responsibilities. In product. Part of this
developing such money goes to the
programmes special production of the
attention should be given advertisement, packaging
to the needs of of the product and buying
of advertisement space in
The important points of newspapers and
Consumer Education are magazines, on billboards,
as follow : television and the radio.
The cost of advertising is
1.Introducing rural partly borne by
consumer education in consumers, who end up
the basic curricula of paying more for a product
the education system; than they would
otherwise have to.
consumer education Advertisement can be
programmes in mass misleading. To boost sales,
media aimed at rural they are made to appeal to
and illiterate the purchaser's vanity-this
consumers. expensive face cream will
3.Education programmes make you look beautiful;
particularly for the that vitamin supplement
benefit of low-income will help you stay young;
consumers in rural and these pills will make you
urban areas; slim without the need for
4.Business to exercise. Such claims are
undertake/participate in often exaggerated but
factual and relevant believe by many.
consumer education Advertisement was once
programmes; and upon a time the tool for
Governments to organize creating awareness about
training programmes their product among the
for education, mass people. But now-a-days it
media professionals etc. creates problem among
the people and putting
In the modern era it is problematic burden on
mandatory to protect the the families.
rural consumers rights Awareness has to be
and empowering them by created among the rural
education. They should consumers about the good
not take the decision quality of products and
always on the basis of services. Largest number
advertisement. The cost of of consumers live in the
making advertisement is rural areas in India. So
usually very high. protecting the rural
Businesses have to spend consumer has to be a
large sums of money to priority.
get consumers to notice
The governments should develop and
encourage the development of general
consumer education programmes.
Your Rights as a
Telecom Consumer
Basic Information on Telecom tariff/charges and rates
related issues from Telecom Regulatory Authority of India
that specifies your rights.
T he customer must
be given complete
details of tariff plan
including charges payable
for every item included in
the plan within a week of
activation of service.
While taking the new
connection, you can
obtain the contact details
of the Call Centre, Nodal
Officer and appellate
authority of service
provider for making your
complaints.
No hike in any tariff item
or charges is permitted
during six months from
the date of enrolment of
the subscriber in a tariff
plan.
In tariff plans having
validity of more than six
months including lifetime
plans no tariff item or
charges shall be increased
at any time during the
promised validity period.
'Lifetime validity' means
the duration of the
current license or
renewed license of the
service provider.
The customer is free to
move from one tariff plan
to another, including post
paid to pre paid and vice
versa without paying any
fee or charges for
migration and without
change of telephone /
mobile number.
in any tariff plan. If
chargeable, it shall be
optional for customers.
Customer consent a
Call Center shall register
the complaint / request
and provide docket
number to the
complainant.
must for providing
Even if the talk time value Chargeable Value Added In case the customer is
has been exhausted, the Services not satisfied with the
prepaid customers should No chargeable value added redressal of his complaint
get all the services, which service like ring tone, at the Call Center level, he
do not affect talk time caller tune, missed call may approach the Nodal
value, like incoming alert, music / songs etc. Officer and then the
calls/SMS etc. during the shall be provided to a appellate authority. For
entire validity period. customer without his/her contact details of Call
Unused balance in the explicit consent. Centre, Nodal Officer and
prepaid card at the end of appellate authority, you
All communications/
the validity period is to be may visit the Website of
advertisements relating to
carried forward if your service provider.
premium rate services e.g.
recharged during the ring tones, wallpaper, Complaints pertaining to
grace period specified for service disruption / faults
astrology, quiz etc. should
the purpose. have the pulse are to be attended within
Fixed line and broadband rate/charges for the a maximum period of 3
customers to be given service. days and billing
rental rebate for faults not Whom to contact in case complaints within 4
rectified within 3 days of weeks by telecom service
of telephone / mobile
making complaint. provider. In the event of a
complaints?
No rental for national request for termination,
All service requests/
roaming facility. Receiving complaints are to be made the services shall be
SMS is free while national to the Call Center. The terminated by telecom
roaming.
Processing fee, if any, in
the talk time top up Do you know?
recharge shall not exceed
Rs.2/-. Fixed line and broadband customers to be
Calling Line Identification given rental rebate for faults not rectified
Presentation (CLIP)
facility cannot be made a within 3 days of making complaint.
compulsory item of tariff
CONSUMERS POWER | May 2010 | 14
service provider within a Rs.5.35 per channel per services, the customer Consumer Forum
maximum period of 7 month (excluding taxes). may contact the Call Complaints alleging
days and bills to be raised STB only required for Centers on toll free violation of the
after adjustment of getting pay channels. numbers of the service Authority's direction/
security deposit. STB to be made available provider. orders/regulations are
How to stop getting for a deposit of Rs.200/- Individual Consumer handled in TRAI.
unwanted with a monthly rental of Complaints / Disputes TRAI invites all the
telemarketing Calls and Rs.34/- or deposit of Individual consumer stakeholders to visit its
SMSs? Rs.750/- with a monthly complaints / disputes website: www.trai.gov.in
A customer who does not rental of Rs.22/- to the which are maintainable for full details of the
wish to receive unwanted new customers. before Consumer Forum Regulations, Tariff
commercial calls or SMSs Your Multi System are not handled by TRAI. Orders, and Directions
can register his telephone Operator (MSO) is Customer has to seek issued by the Authority
number in the National required to maintain redressal of the grievance from time to time.
Do Not Call (NDNC) Customer Service Center with the service provider (Issued in public interest by
Registry by dialing '1909' for receiving your as per the regulations or Telecom Regulatory Authority of
or sending SMS by typing complaints. can seek remedy in the India)
START DND and send it All complaints made will
to 1909. be registered and given a Continued from Page 9
In case the customer docket number. Common Charter of
receives unsolicited
call/SMS even after 45
Monthly bills with details
to be given to the
Telecom Services 2005
days of registration in the customer by the cable All service providers agree to provide information on
NDNC registry, complaint operator compulsorily. Directory Services and book complaints on toll free
can be lodged with the number for registering complaints.
TV services under
service provider within 15 All service providers agree to provide their subscribers
Direct to Home (DTH)
days of receipt of such satisfactory connectivity to their services and
unsolicited commercial The DTH operator has to
make schemes and offer interconnectivity to the extent of their respective legal
communication. obligation under the relevant interconnection agreement
Set Top Box (STB) on
Basic information and to ensure that subscribers do not suffer on account of
rental, hire-purchase
about Cable TV Services poor service.
basis and outright
in Conditional Access All service providers agree to allow emergency services
purchase basis. The
System (CAS) Areas like police, fire and ambulance for a period of 15 days
customer has the freedom
CAS is only available in to choose from schemes during which incoming facility is allowed, if technically
Chennai and parts of being so offered. feasible, even after the telephone connection is
Delhi, Mumbai and suspended.
In case of termination of
Kolkata. All Service Providers agree to achieve the minimum
connection, the service
All customers in CAS area provider has to give a benchmarks prescribed by TRAI with respect to the
will get 30 Free to Air notice to the customers. quality of service and also commit themselves to improve
channels without Set Top upon the standards of service at different points of time.
A subscription package
Box (STB) by paying Mutual courtesy and respect are the hallmarks of any
offered to a customer
Rs.82/- (excluding taxes) durable relationship between the Service Providers and
cannot be changed to the
per month. subscribers and both agree to abide by these principles.
disadvantage of the
CAS allows consumers customer for 6 months Though this charter is non-justiceable, service
choice of selecting from the date of providers agree to strive to adhere all the points
individual pay channel. subscription. contained in this charter and to make every effort to abide
No compulsion to take STB not to be disabled by the charter.
bundle of channels or in case there are no Clause 7 amended as agreed in the meeting of the CAGs
bouquets. dues. and service providers held on 24th January 2006 so as to
Pay channels will be In case of any complaint inform the subscribers through each bill instead of
available at the rate of or problem with the informing periodically.

CONSUMERS POWER | May 2010 | 15

State of
Consumer Awareness
in Shimla City
Dr. Mamta Mokta
Chairperson, Department of Public Administration,
Himachal Pradesh University, Shimla.

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him.
He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is a part of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.
Mahatma Gandhi

T he world is a global
village and the
consumer is king,
yet he is striving to create
Moreover, the goods must
be acquired for final
consumption and not for
the purpose of
if he purchases goods for
commercial or resale
purpose (Rakesh
2000).The process of
district forum Shimla has
its jurisdiction over four
Districts of Shimla,
Solan, Sirmour & Kinnaur
a niche for himself. The manufacture or resale development coupled with District. While Mandi
growing interdependence (Agarwal, 1989) Every increasing liberalization district forum has its
of the world economy and individual irrespective of and globalization across jurisdiction extended over
international character of his age, sex, religion, the country has enabled Districts Mandi, Kullu
many business practices status is a consumer and consumers to realize their and Lahual Spiti. District
have contributed to the thus they are required to increasingly important forum Kangra's
development of consumer exercise proper check and role in society and jurisdiction extends over
protection (Gambhir caution while making governance( Aggarwal Kangra Chamba & District
,2007) Citizens have purchase of item (Sharma 2006). Forum Una's jurisdiction
always been exploited by 2005).A Consumer is Consumerism under extends over District Una,
agencies and institutions, anyone who buys or Himachal Pradesh Hamirpur and Bilaspur.
both in private and public agrees to buy any goods Consumer Protection The District Consumer
sectors, as they are not for a consideration which Rules 1988 Himachal Dispute Redressal Forum
orgnanised formally to has been paid or promised Pradesh State Consumer has jurisdiction to
take remedial action. or partly paid and partly Disputes Redressal entertain the claim,
Such complaints are more promised or under any commission, District where the value of the
in public utility services system of deferred Consumer Dispute goods and services and
like electricity, water, gas, payment. Redressal Forum were compensation claimed
railways, and transport. Consumer also includes established in 1989. does not exceed Rs.20 lacs
(Goel 2004) any user of such goods According to provisions of the state consumer
The term consumer has other than the person these rules Himachal dispute redressal
been defined as any who actually buys goods Pradesh has established commission has
person who seeks or and such use is made with four District Consumer jurisdiction to entertain
acquires goods for the approval of the Disputes Redressal the claims where the
personal, family or purchaser. However a Forums at Shimla, Mandi, value of goods and
household purpose. person is not a consumer Kangra and Una. The services and

CONSUMERS POWER | May 2010 | 16

compensation exceeds
Rs.20 lacs but does not
exceed Rs.1 Crore. The
complaint can be filed
within a period of 2 years
from the date, cause of
action arose within the
local limits of forum/
commission and the fee
for making complaint is
Rs.100/- for total value of
goods or services and
compensation claimed
upto Rs. One lac, Rs. 200/-
above compensation of Rs.
Two lacs to Rs. Five lacs,
Rs.400/- is the fee- above
Rs. Five lacs to Rs. Ten
lacs compensation , Rs.
500 is the fee above Rs.
Ten lacs to Rs. Twenty
lacs. Fees of Rs. 2000/is
levied above compensation
of Rs. Twenty lacs to Rs.
Fifty lacs. Rs. 4000 is fees
above Rs. Fifty lacs and
upto Rs. One crore and
Rs. 5000/is the fee charges
above Rs. One crore to be
paid in the form of
Crossed Demand Draft or
Crossed Indian Postal
order. (Administrative
Report, 2006-07)
Extent of consumer
awareness Data Analysis
and Findings
The awakening among
consumer of their rights
and duties, social and
legal obligation of the
business or government
toward the consumer is
called consumer
awareness. It was found
during a study conducted
in Shimla city in 2009,
that majority of
consumers, that is
70.90% were aware of the
malpractices and 29.06 %
were not aware of them.
Only 45. 45 % had made
complain about it to the
concerned authorities.
Consumers give different
reasons for not
complaining. Majority of
respondents, that is
42.85% believed that
problem is not so serious
as to make a complaint. It
was observed that
consumers in Himachal
Pradesh do not have the
initiative to complain to
the authorities concerned
despite of the fact that
they know malpractices
are going on. 50.90%
consumers respondents
very often take cash-
receipt after purchasing
the goods. Thus majority
of consumer in Himachal
Pradesh had not fully
comprehended the
importance of cash-
receipt. Without it,
consumers, can not
exercise their rights, as a
consumer and seek
redressal before the
consumer court. Majority
of the educated
respondents have no
knowledge about
Consumers Protection
Laws and 70.90%
consumers respondents
had no knowledge of
Consumers Rights,It was
observed, that majority of
respondents i.e. 81.81%
were unaware about
World Consumer Rights
Day 15th March. With
regard to the most
significant Act, Consumer
Protection Act 1986 only
48.18% were aware of the
existence of State
Commission and 57.27%
were aware about District
CONSUMERS POWER | May 2010 | 17
Forum. But only 20% had know that no one can sell
made complaint before more than MRP.
District Forum and AGG mark for
respondents had lodged agriculture products, ISI
complaint before State mark for electrical
Consumer Commission. appliances, BIS Hallmark
Awareness level of for gold should always be
redressal procedure was checked at the time of
46.36 %. Those 23.07% purchase.
respondents, which were
Consumers should
not satisfied with the
habituate themselves to
response of redressal
check the malpractices in
machinery, have given
the market rather than
reason that the procedure
remain passive. They
is very complex. Thus it
should not hesitate to
can be concluded that
question shopkeepers,
much more is required to
whenever they notice
be done in the direction of
irregularities in their
consumerism to make
dealings, and if needed be,
consumers aware about
report to the appropriate
their rights.
authorities. The quality
Suggestions To Strengthen testing laboratories
The State Of Consumerism should be set-up in as
many places in Himachal
In Himachal Pradesh
Pradesh as possible so
The consumers should that consumers have easy
always try to purchase and free access to them.
standard goods of quality.
Consumers must be
Some quality marks have
made to inculcate in
been patented by the
themselves the habit of
government such as ISI,
buying goods only after
WOOL mark, AGG mark,
verifying the quality,
FPO, these marks ensure
purity, price, weight,
the quality and minimize
packing, manufacturing
the complaints.
date, expiry date etc.
If the goods being
Consumers in Himachal
purchased are subject to
Pradesh should prefer to
guarantee or warranty,
take cash receipt and
the consumer must insist
should always insist on it,
the trader to give him
because this small piece of
signed guarantee/
paper is very important.
warranty card.
Without it consumers will
The consumers must not be able to exercise
ensure the date of their right as a consumer
manufacturing expiry and seek redressal before
date, maximum retail the consumer court.
prices indicated on the
As consumer education
packaged commodities.
is very important factor
Remember MRP is not a
which influences
government fixed price
consumers to act wisely
and the consumer can
in the market, it should
bargain. He must always
be included in the syllabi maintain a close liaison motivate the consumers
in a phased manner from with consumers. through the mass media.
the high school level In Himachal Pradesh,
onwards.
CONCLUSION
more people should be
We still have miles to
In order to involve involved in consumer
move in the direction of
more and more youth for activities they should be
consumer protection in
the strengthening of motivated to unite
Himachal Pradesh. But
consumer movement in themselves in consumer
even longest journey
Himachal Pradesh, it is organisations.
starts with small steps so
suggested here that It is necessary that the hope for better prospects
Consumer Clubs should literature on the various of consumerism are
be opened in all the acts especially Consumer expected in Himachal
schools of Himachal Protection Act 1986, Pradesh in the near
Pradesh and efforts should be supplied to the future.
should also be sincerely consumers freely in
made to open theses clubs order to widen their scope
at colleges and university
level.
of understanding. SUBSCRIBE to
Consumers should be
To strengthen the state motivated towards the
of consumerism in
CONSUMERS POWER
realization of consumer's
Himachal Pradesh some Stand Price : Rs.25
rights in the market
Consumer Service Guiding environment. For this, 12 Issues : Rs.250
Centers should be set-up the government which Send your cheque/demand draft drawn in
by all government has at its disposal all the
departments as well as
favour of Citizens Awareness Group payable
required resources should
business houses to at Chandigarh
take the initiative and

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CONSUMERS POWER | May 2010 | 18

A Report on
Role of Consumer
Disputes Redressal System in India
Issues, Challenges and Opportunities
Professor M.C. Paul, GAE,
School of Social Sciences, Jawahar Lal Nehru University, New Delhi
N ational seminar
on Role of
Consumer
Disputes Redressal System
in India : Issues,
Challenges and
Opportunities on
12-13th March 2010 by
Professor M.C. Paul, GAE,
School of Social Sciences
of JNU, New Delhi in co-
operation with Professor
Bupinder Zutshi, CSRD.
We are happy to note here
that the Hon'ble Minister,
Prof. K.V. Thomas, MOS,
Consumer Affairs,
consented to be the Chief
Guest Since the topic of
the seminar was very
close to his heart but
could not do so. As he
said, nevertheless, in
view of some unavoidable,
unforeseen, urgent and
important Parliamentary
commitment I was unable
to avail the opportunity.
All the participants were
thankful to the Hon'ble
Minister for his best
wishes and compliments
for the successful conduct
of the seminar.
About 93 participants
attended the National
seminar for two days from
all over the country
belonging to faculty and
students from IIPA,
Universities like
Pondicherry, Delhi
University, JNU
University, Government of
India, Judiciary, Senior
Advocates, NGOs/ VCOs,
Mass Media. They were
Justice J.D. Kapoor,
former President of Delhi
state Consumer
Commission, Hon'ble
Justice R.K. Batta,
Member NCDRC, Shri
Anupam Dasgupta,
Hon'ble Member, NCDRC,
Mrs. Rajyalaxmi Rao,
former member of
NCDRC, Dr. P.K. Agrawal,
former Principal
Secretary, Department
Consumer Affairs,
Government of West
Bengal, Sri Debasis
Bagchi, former Inspector
General of Police, Dr.
Prem Lata, Member West
District Fora, Mr. P.A.
Krishnamoorthy (GTZ),
Patrick Von Braunmuhl,
GTZ (Germany), Dr. Satya
Sharma (Malaysia), Prof.
CONSUMERS POWER | May 2010 | 19
Pranab Banerjee, Prof.
Sheetal Kapoor, Prof. P.
Moorthy, Prof. Meenu
Agrawal, Advocate Rajeev
Saxena, Advocate Apurva
to take initiative as
regards to the enactment
of special Act to protect
consumer rights from the
free market activities. So
A. Dave, Prof. Savita this year is the Silver
Hanspal, Dr. S.K.Kejriwal, Jubilee year for issuance
Dr. Ajay Kumar, Dr. O.P. of the UN Guidelines and
Samy, Mr. Hitoshi Ota it is certainly an
(Japan) Brig. Manaktala, auspicious year for all of
Capt. Dasgupta, Col. us gathered here to
Angad Singh, Col. Dua, deliberate on the issues
Mr. Pankaj Singh, and challenges of
Advocate Biraja consumer rights
Mahapatra, Advocate protection. In fact this
Atulesh Kumar, Prof. Hari National seminar is a
Dev Goyal, Prof. M.C. Paul humble attempt to pay a
et al including many tribute to that spirit of the
students and faculty UN Guidelines. It is
members and concerned equally true that based on
Aam Consumers. the UN guidelines, the
Welcoming the Government of India had
participants Prof. M.C. taken the right initiative
Paul, the Co-ordinator of in the Parliament and
the National Seminar, has enacted a landmark Act
underlined the fact that called The Consumer
this seminar is organized Rights Protection Act of
as a mark of respect to the 1986. The basic purpose
true spirit of UN of this welfare Act is to
Guidelines for Consumer exclusively protect the
Protection (UNGCP) consumers from the
issued 25 years ago in various types of market
1985. It was nonetheless exploitation.
a bold step that made He also expressed his
some of the world leaders extreme happiness that he
has received
overwhelming response
from all the participants
gathered in this seminar
which indicates nothing
except the fact that the
consumer rights issues
are very close to every
one's heart, particularly in
this global era when
marketers of all kinds of
products and services are
on the prowl alluring the
gullible consumers in
different ways, often
without much respect for
the consumer rights.
Frankly speaking, he
pointed out that the
market exploitation is
rampant and the
unsuspecting consumers
often fall trapped in the
fine lines of deals offered
by the marketers. This is
particularly true for the
people belonging to lower
socioeconomic strata of
our multi-lingual and
multi-cultural society who
are not even aware of
consumer rights given in
the Consumer Protection
Act, and how to protect
them. Even among the
educated sections the
awareness level is not
high. This is pathetic
when several dubious
marketers do not have
much regard for
consumer rights unlike in
the developed countries.
Secondly, when the
informed-consumers
approach consumer fora
for redressal of disputes
as a last resort as per the
Consumer Protection Act,
they expect delivery of
quick justice on merit
because it is a critical
component of consumer
rights protection. But the
frustrating experiences
the consumers undergo in
the Fora do not augur
well; this is in spite of
many success stories in
its credit. This is probably
due to several inherent
weaknesses. For example,
in the absence of adequate
knowledge and skills of
consumer jurisprudence,
many administrators of
justice inappropriately
dispense justice and
thereby undermine the
spirit of CP Act. If this is
the story then something
must be wrong
somewhere and that's why
the 3-tier Fora is not
always in a position to
serve its role effectively.
The consumer fora has
tremendous
responsibilities to uphold
the spirit of the Act. It
becomes more frustrating
when the consumer
victims approach the
justice delivery system
with good spirit but fail to
get appropriate justice. It
is in this scenario that
they suffer the double
victimization syndrome:
once in the market and,
second in the hands of the
fora. I strongly feel that
consumer complainants
have every right to get
proper justice since they
are also consumers of
justice. When cases of
consumer disputes are
delayed and/or are not
adjudicated properly on
merit, it unfortunately
makes them hesitant to
approach the fora. This is
not that some good things
are not happening, but
some good things have
also gone wrong at many
places. We know that the
CONSUMERS POWER | May 2010 | 20
3-tier Consumer Disputes
Redressal system is
supposed to take pro-
consumer approach and
adjudicate the matter on
merit.
This seminar was
organized to understand
the various issues,
challenges and
opportunities of
Consumer Disputes
Redressal system in
India; and how best we
can find answers to some
of these vexing questions
so that the agonies of the
consumer victims are
minimized, if not
eradicated. Prof. Paul said
frankly that there are
many questions that need
collective thinking and
wisdom to find answers
as well as solutions to
many such problems and
challenges the consumers
face day-in and day-out in
market situations where
the growing market
violations are
encountered. He also felt
that many diverse issues
and challenges demand
fresh thinking and
flexible approach, and for
this there is a need for
sincere debate and
serious discussion by the
participants.
He also reminded that
since 1991, with the
market liberalization
policy of the government,
thousands of profit-
hungry marketers
including the dubious/
unscrupulous ones have
been entering the market
arena who hardly care
even to recognize, forget
about respecting the
upobhokta adhikar (the
consumer rights).
Therefore, under this
circumstance, whether
consumer is the 'King' or
a Slave of the market is a
BIG question. The
unsuspecting and gullible
consumers and
particularly, those
belonging to under-
privileged and poorest
sections of our society
with low purchasing
power are the worst
victims of unbridled
market injustice and
exploitation. It seems our
'consumer rights are
under siege'.
The scenario gets uglier
and pathetic when
millions of our diverse
consumers of our
multilingual and
multicultural nation are
not even aware of
Upobhokta Adhikar
rightfully given by an Act
of Parliament. The 'jago
grahak jago' slogan
incurring billions could
hardly empower the
consumers to save them
from the continuous
market injustice and
exploitation. I believe we
also need to forcefully
make the 'Vyaparis also
Jago' with a slogan like:
'Jago Vyapari Jago' to
respect consumers' rights.
Otherwise the business
people will have the last
laugh and go on doing
'business' as it is!! We
also know millions of
educated sections are not
aware of their rights; how
to protect; and where to
go for redressal when
their rights are violated in
the market. Of course, for
many people, ignorance
becomes bliss. Some may
perceive it as a sheer fate
when they get cheated, or
a part of karmaphal (to
pay a price for past
misdeed). It is this
perception that empowers
the business class to pro-
actively violate the law of
the land. I don't have any
panacea but I am sure in
one thing that with our
collective will and
wisdom, we may at least
come out with certain
remedies to protect our
rights as consumers
against the dubious but
powerful marketers. We
require a new mindset
and an out-of-box
thinking and whenever
necessary involving the
civil society in a big way
to check the menace of
market injustice. We need
to walk together as
partners to change the
present, to move to the
future and reach out to
the people who need it. I
believe the challenges of
consumer rights
violations can be
addressed only when we
try to think differently
together and voice our
concerns to the
authorities with
constructive suggestions
to appropriately amend
the CPA, if required. Along
with policies we also
require honest efforts to
implement these. Of
course it is not a one way
road. In other words,
policy reform alone
cannot be the only
solution unless it is seen
to work on the ground.
Thereafter, the Keynote
Address was delivered by
Justice J.D. Kapoor,
Former President, Delhi
State Consumer increasingly losing faith end users extended by the
Commission. Justice in quasi-judicial government in the
Kapoor has been in the mechanism. He was also budgets for the consumers
forefront of consumer not happy with the way are often disregarded by
rights protection; laws are being the businessmen or the
championing the cause of interpreted. He said producers. All the tax
consumers, has delivered before giving any benefits are rather taken
very enlightening and judgment, each and every away by the business
engrossing speech section of the law should people. He cited some
covering many issues and be considered with such examples of life with
challenges faced by the elaborated meaning to pain how the companies
Consumer Disputes effectively use for amass huge wealth at the
Redressal system in India delivering judgment and cost of consumers in
with the help of his thereby protect consumer India. Indian market
practical judical rights. And every kind of economy is becoming
experience over the years injuries such as physical, more exploitative; no
while solving umpteen mental, psychological etc. doubt under globalization
number of cases, faced by the consumer they offer wider choices
including the complex should be accounted and but do not always ensure
ones, and delivering with compensated. what they propagate; and
a zeal pro-consumer Prof. B.B. Bhattacharya, they show reluctance to
judgments by rightly Vice-Chancellor of JNU, protect consumer rights.
interpreting the C.P. Act of
in his address as He was also unhappy with
1986 to not only chairperson congratulated the way the advertisement
protected consumer rights Prof. Paul and expressed strategies are increasingly
but also strengthened happiness for holding the adopted which is actually
them. seminar at a crucial misleading the consumers
He began his address with juncture of India's neo- due to which many
the statement that An liberal agenda-based vulnerable consumers fall
enlightened Person is the business activities. He into their trap; and they
empowered person. He showed his concern for throw many challenges to
said India was first and the difficulties of the consumers in the market
foremost countries to consumers face in the to protect their rights. It
enact such a market places. He is here the role of
comprehensive Act called highlighted how consumer fora finds its
the Consumer Protection unscrupulous traders day- centrality and is vital. But
Act, 1986. He underlined in and day-out indulging unfortunately the quasi-
that it was a good in malpractices causing judicial bodies like
endeavour to provide full tremendous harm to aam consumer fora are not in
protection to the consumers. He also a position to expeditiously
consumers. But he was expressed his reduce the sufferings of
not satisfied with the way unhappiness on the consumers due to certain
consumer courts are misleading advertisement inherent weaknesses; and
functioning. Judicial of 'Jago Grahak Jago' challenges of piling up of
process is getting complex which is not cutting much cases with the rising
leading to harassment and ice. He also stated from awareness level of the
suffering; the consumer several of his studies done consumers. One of the
victims don't feel as an expert in several challenges is delay in
encouraged to go to the committees as well as his disposing of cases. It is a
court. Thousand and experience show that how major challenge. Opening
thousands of cases are the benefit/relief in terms Mediation Cell with the
pending for the last 15 of Sales tax/Excise tax help of qualified
years and because of this relief supposed to be mediators can definitely
consumers are percolated down to the be a way-out under the
CONSUMERS POWER | May 2010 | 21
present circumstances to
help the aam consumers.
We need to take this issue
up for further
deliberations and
discourse.
Nevertheless, he strongly
felt that the consumer
rights education and
awareness movements is
the need of the hour Prof.
Bhattacharya suggested
that there is a great role
of NGOs, academicians,
and civil society to
generate awareness and
knowledge by organizing
awareness drive,
undertaking
interdisciplinary studies,
by initiating academic
course, organize seminars
like this respectively so as
to make the society and
the people aware about
the violations of
With best Compliments
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Col. MGS Khurana
Certified Investment & Insurance Consultant
The Oriental Insurance Company Ltd.
TATA AIG General Insurance Company Ltd.
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Contact :
consumer rights and how
to safeguard them.
Last but not the least, the
Vote of Thanks was
extended by Dr. B. Zutshi.
Thereafter the Technical
sessions took off and were
conducted by experts,
academicians several legal
experts including the
Judicial officers from
NCDRC who conducted
Panel discussion on 13th
March for the benefit of
participants who had
several questions to field
to get answers from each
one of them.
In fact, the seminar
participants have
discussed and debated
host of issues related to
consumer rights
protection in India and
the role of Consumer
Disputes Redressal
The
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system. How the world's recommendations for the
best Consumer Disputes government as well as for
Redressal system in our the quasi-judicial bodies
country is gradually like Consumer fora, state
becoming ineffective/ commission, NCDRC,
dysfunctional; and Central and State
thereby losing aam governments, if necessary,
consumers' confidence. by amending the unique
All these lively Consumer Protection Act,
discussions and 1986, to attain its very
discourses in a friendly object keeping its spirit
atmosphere made them intact.
come out with some
pragmatic
Wishing all members of
Citizens Awareness Group
success in achieving objectives
From.
Smt. & Wg.Cdr. D. N. Misra,
on the eve of their
th
50 Marriage Anniversary
INSURANCE
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Standards
A Part of our Life
standards thermometers,
B.P. apparatus or cardio-
graphs.
A driver anywhere in the
world immediately
recognizes the meaning of
Renuka Salwan
Dy. Director (PR) various dashboard symbols
Bureau of Indian Standards, Chandigarh when buying a new car. We
as consumers take
standardization for
A standardized product
is a sure passport to
customer satisfaction. A
standard product assures
that it has been produced
to comply with the
requirement of relevant
standards protection from
exploitation and deception.
The BIS is making
up to Rs. 50,000/-.
The BIS also has the
power to search and seize,
in case reasonable doubt
exists, about any misuse of
the standard mark.
Consumers are advised to
be careful about products
carrying the label
conforming to ISI or

E veryone of us follow
some standards in
our day-to-day life
like office going, adhering
to traffic signals etc. , the
granted. Its absence
however can send us into a
fit of fury. Who, for
instance, has not been
concerted efforts to train
and educate various office-
bearers of consumer
associations about BIS
Fitted with ISI element
as these marking are
spurious and illegal and
mislead the consumers.
irritated by the seeming activities. Awareness Consumers are advised to
consequences are obvious,
lack of standardization of program are being be wary of such
if we violate them. In fact
clothes sizes or frustrated organized through its misrepresentations and
standardization touches
when the light bulb we regional and branch bring them to the Bureau's
every aspect of our life be it
brought for our lamp does offices. Efforts are also notice.
our daily life, our work
not fit or the safety razor being made to spread As a quality conscious
places, our movement or
blade does not fit into the awareness about consumer you must try a
any other activity. It is the
safety. standardization and the wide range of standardized
foundation stone on which
If safety, compatibility, BIS role among school goods available in the
our society is built.
reliability and quality are children so as to bring market. Your feedback
Standardization is a
clearly crucial factors for about an understanding would help the BIS tighten
universal phenomenon and
consumers, value for about the role of the supervisory control
you observe it in nature all
money is another gain, the standardization during over manufacturers and
the time. You see the
consumers make from during their formative this, in turn , would help
orderly movement of
standards. In today's time years. the industry concerned to
planets, starts chance of
of open economy, world The BIS has all India become a trusted and
seasons, seasonal growth
wide standards create the network. Its consumer's respected enterprise for
of plants. The structure of
condition for open trade affairs department is there the common man, thereby
flora, fauna and human
which put manufacturers to help consumers, in case making a vital
being is standardized.
and the consumers in a they come across any BIS contribution to the
Coming to the benefit of
win-win situation. For the certified product which improvement of life. So,
standards, imagine the
manufacturers, the cost of they deem to be when you are out shopping
ordeal in selecting a book
seeking to satisfy different substandard. The use of next time, do not shop
of your choice in case of
national market needs is standard mark or its blind folded and be careful
urgency from a library
reduced and the customers imitation is an offence that you buy quality
which does not follow a
benefits from competition under the BIS act, products. There might be a
standard practice, imagine
among suppliers vying to punishable with slight price difference but
the plight of a patient and
meet his needs. imprisonment extending life after all is a matter of
doctors using non-
up to on year and a fine of quality and safety..

CONSUMERS POWER | May 2010 | 23

An Introduction

TRAI
Telecom Regulatory Authority of India
Dr. Akshat Mehta
Reader, Deptt. Public Adminstration
Punjab University, Chandigarh
Authority of India (TRAI)
was constituted in 1997
under The Telecom
Regulatory Authority Of
India Act, 1997, dated
28th March, 1997. The Act
was further amended in
the year 2000 by the
promulgation of The
(iv) ensure the quality of important role in
service; facilitating competition,
(v) monitor the quality of monitoring quality of
service and conduct service, regulating tariff,
the periodical survey ensuring universal service
of such provided by obligation and involving
the service providers; various stakeholders. TRAI
and has issued several Orders,
Directions and Regulations

P rior to the 1991-92
economic
liberalization,
telecommunication
services in India were
monopoly of the state
sector. These services were
opened to the private
sector during post-
liberalization period. Since
the entry of private sector,
these have witnessed a
phenomenal growth in
terms of increase in
number of services and
service providers. The
growing role of the private
sector in the telecom sector
has raised policy questions
such as fair competition;
prices; quality of services
and social and spatial
equity. Keeping this in
view, the
Telecommunication Policy,
1994 envisaged setting up
of a regulatory authority.
In 1997, the government
of India set up the Telecom
Regulatory Authority of
India (TRAI).
The Telecom Regulatory
Telecom Regulatory (vi) ensure effective addressing the concerns of
Authority Of India compliance of consumers including the
(Amendment) Ordinance, universal service Quality of Service
2000, dated 24th obligations (Gazettes standards.
January, 2000. The major of India, 1997, 2000).
TRAI has institutionalized
aim of TRAI is to provide The TRAI comprises a full mechanism for registration
an effective regulatory time Chairperson, not for consumer
framework, adequate more than two whole time organizations with it. TRAI
safeguards to ensure fair members and not more interacts periodically with
competition and protection than two part-time these consumer
of consumer interests. members, to be appointed organizations or Consumer
TRAI has been assigned a by the Central Advocacy Groups (CAGs).
large number of functions, Government. Special Citizens Awareness Group,
out of these the most knowledge of, and Chandigarh is one amongst
important functions professional experience in 41 such groups. Through
include, to: telecommunication, mutual discussions
industry, finance, between these consumer
(i) facilitate competition accountancy, law,
and promote efficiency management or consumer organizations and service
providers, a Common
in the operation of affairs constitutes the
telecommunication Charter of Telecom Service
qualifications for was finalized, under the
services so as to appointment as
facilitate growth in aegis of TRAI to be adopted
Chairperson or members of by the service providers on
such services; the Authority. The term of a voluntary basis.
(ii) protect the interest of the Chairperson and other
the consumers of members is for three years There are lots of consumer
telecommunication or till they attain the age of complaints in the telecom
service; 65, which ever is earlier. sector. Absence of defined
framework for functioning
(iii)lay-down the standards For day-to-day work, the of the existing redressal
of quality of service to TRAI has full time mechanisms is leading to
employees also.
be provided by the customer dissatisfaction.
service providers; Since its inception, TRAI Recently, Telecom
has been playing an

CONSUMERS POWER | May 2010 | 24

Regulatory Authority of
India has come out with
Telecom Consumers
Protection and Redressal of
Grievances Regulation,
2007 (3 of 2007), dated
4th May 2007 which calls
for the establishment of
three tier redressal
grievance mechanism,
namely: (a) Call Centre,
(b) Nodal Officer, (c)
Appellate Authority. It is
hoped that this mechanism
would go a long way in
ensuring consumer
protection.
the quality of services and
ensuring effective
compliance of the
universal service
obligations. However, TRAI
suffers from many
limitations; the important
limitations include lack of
adequate powers to execute
its decisions; ineffective in
ensuring quality of service
as per the benchmarks in
case of certain parameters
of quality, such as, call
completion rate, signal
clarity and inter-cellular
connectivity; and
Disclaimer
The publishers regret that they cannot accept liability for error omissions
contained in this publications, however caused. The options and views
contained in this publication, however are not necessarily those of the
publishers. Readers are advised to seek specialist advice before acting or
information contained in this publication, which is provided for general use
and may not be appropriate for the readers particular circumstances. The
ownership of trademark is acknowledged. No part of this publications or any
part of the contents thereof may be reproduced, stored in retrieval system or
transmitted in any form without the permission of the publishers in writing. An
exemption is hereby granted for extracts used for the purpose of fair reviews.
Publisher's statement
Statement about ownership and other particulars about Investors Update required to
be published under Rule 8 of the registration of Newspapers (Central) Rule, 1956
FROM IV (See Rule 8)
1. Place of Publication : Chandigarh
2. Periodicity of its Publication : Bi-Monthly
3. Printer's Name : Nex-Gen Graphibiz
a) Nationality : Indian
b) Whether a Citizen of India : Yes

It has been seen that TRAI
has been making its
utmost efforts in
ineffectiveness in Address : Plot No. F-191, Industrial Area, Phase 8-B, SAS Nagar, Mohali, Punjab
4. Editor/Publisher's Name : Surinder Verma
spreading of telecom a) Nationality : Indian
b) Whether a Citizen of India : Yes
services to the rural areas. Address : #2812, Sector 38-C, Chandigarh

facilitating competition It is suggested that TRAI (O) 0172 - 4007412,

thereby promoting
efficiency in the operation
of the telecom sector,
protecting the interest of
the consumers, monitoring
may be provided more
teeth as powerful TRAI can
enforce the quality of
service norms more
effectively.
Email : citizenawareness@yahoo.com
citizenawarenessgroup@gmail.com
www.cagchandigarh.in
I, Surinder Verma hereby declare that the
particulars given above are true to the
best of my knowledge and belief.
Sd/-
Mr. Surinder Verma

Regional Institute of Co-operative Management

ion
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(A Govt. of Indias Co-operative Institute)
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for Boys & Girls Mr. Sunil Kumar, Ph. 0172 - 2600557, 2609157, (Ext. 115) Fax : 0172 - 2660973
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CONSUMERS POWER | May 2010 | 25

Child labour in India
Dr. Babita Agrawal,
Associate Prof. & HOD Economics,
A K P G College, Hapur, Ghaziabad, UP
Introduction
C
hild labour in India is
a human right issue
for the whole world. It
is a serious and extensive
problem, with many children
under the age of fourteen
working in carpet making
factories, glass blowing units
and making fireworks with
bare little hands. According
to the statistics given by
Indian government there are
20 million child laborers in
the country, while other
agencies claim that it is 50
million.
In Northern India the
exploitation of little children
for labour is an accepted
practice and perceived by the
local population as a
necessity to alleviate poverty.
Carpet weaving industries
pay very low wages to child
labourers and make them
work for long hours in
unhygienic conditions.
Children working in such
units are mainly migrant
workers from Northern
India, who are shunted here
by their families to earn some
money and send it to them.
Their families dependence on
their income, forces them to
endure the onerous work
conditions in the carpet
factories. The situation of
child laborers in India is
desperate. Children work for
eight hours at a stretch with
only a small break for meals.
The meals are also frugal and
the children are ill
nourished. Most of the
migrant children, who
cannot go home, sleep at
their work place, which is
very bad for their health and
development. Seventy five
percent of Indian population
still resides in rural areas
and are very poor. Children
in rural families who are
ailing with poverty perceive
their children as an income
generating resource to
supplement the family
income. Parents sacrifice
their children's education to
the growing needs of their
younger siblings in such
families and view them as
wage earners for the entire
clan.
The Indian government has
tried to take some steps to
alleviate the problem of child
labor in recent years by
invoking a law that makes
the employment of children
below 14 illegal, except in
family owned enterprises.
However this law is rarely
adhered to due to practical
difficulties. Factories usually
find loopholes and
circumvent the law by
declaring that the child
laborer is a distant family
member. Also in villages
there is no law implementing
mechanism, and any punitive
actions for commercial
enterprises violating these
laws is almost non existent.
Child labor is a conspicuous
problem in India. Its
CONSUMERS POWER | May 2010 | 26
STOP
CHILD
LABOUR
Policies of child labour
There are specific clauses in the draft of Indian
constitution dated 26th January 1950, about the child
labor policy in India. These are conveyed through
different articles in the Fundamental rights and the
Directive Principles of the State Policy. They lay down
four specific policy rules regarding child labor.
They are as following:-
1) Article 14) No child below the age of 14 years shall be
employed to work in any factory or mine or engaged
in any other hazardous employment.
2) Article 39-E) The state shall direct its policy towards
securing that the health and strength of workers,
men and women and the tender age of children are
not abused and that they are not forced by economic
necessity to enter vocations unsuited to there are and
strength.
3) (Article 39-f ) Children shall be given opportunities
and facilities to develop in a healthy manner and in
conditions of freedom and dignity and that childhood
and youth shall be protected against moral and
material abandonment.
4) (Article 45 ) The state shall endeavor to provide
within a period of ten years from the commencement
of the constitution for free and compulsory education
for all children until they complete the age of fourteen
years.
prevalence is evident in the children in harsh labor, the
child work participation rate, harshest being bonded labor.
which is more than that of
Bonded labor traps the
other developing countries. growing child in a hostage
Poverty is the reason for child
like condition for years. The
labor in India. The meager importance of formal
income of child labourers is
education is also not realized,
also absorbed by their as the child can be absorbed
families. The paucity of
in economically beneficial
organized banking in the activities at a young age.
rural areas creates a void in Moreover there is no access
taking facilities, forcing poor to proper education in the
families to push their remote areas of rural India
for most people, which leaves
the Hilden with no choice.
Causes of child
labour
Some common causes of
child labor are poverty,
parental illiteracy, social
apathy, ignorance, lack of
education and exposure,
exploitation of cheap and
unorganized labour. The
family practice to inculcate
traditional skills in children
also pulls little ones
inexorably in the trap of
child labour, as they never
get the opportunity to learn
anything else.
Adult unemployment and
urbanization also causes
child labour. Adults often
find it difficult to find jobs
because factory owners find
it more beneficial to employ
children at cheap rates. This
exploitation is particularly
visible in garment factories
of urban areas. Adult
exploitation of children is
also seen in many places.
Elders relax at home and live
on the labour of poor
helpless children.
The industrial revolution has
also had a negative effect by
giving rise to circumstances
which encourages child
labour. Sometimes
multinationals prefer to
employ child workers in the
developing countries. This is
so because they can be
recruited for less pay, more
work can be extracted from
them and there is no union
problem with them. This
attitude also makes it
difficult for adults to find
jobs in factories, forcing
them to drive their little ones
to work to keep the fire
burning their homes.
The incidence of child labour
would diminish considerably
even in the face of poverty, if
there are no parties willing
to exploits them. Strict
implementation of child
labor laws and practical and
healthy alternatives to
replace this evil can go a long
way to solve the problem of
child labour. Children who
are born out of wedlock,
orphaned or abandoned are
especially vulnerable to
exploitation. They are forced
to work for survival when
there are no adults and
relatives to support them.
Livelihood considerations
can also drive a child into the
dirtiest forms of child labour
like child prostitution and
organized begging.
It was also decided that both
the Union government and
the State government could
legislate on matters
concerning child labor.
Various legislative initiatives
were also taken in this
regard at both the State and
Union level.
The main legislative
measures at the national
level are The Child Labour
Prohibition and Regulation
Act -1986 and The Factories
Act -1948. The first act was
categorical in prohibiting the
employment of children
below fourteen years of age,
and identified 57 processes
and 13 occupations which
were considered dangerous
to the health and lives of
children. The details of these
occupations and processes
are listed in the schedule to
the said Act.
The factories act again
prohibits the employment of
children less than fourteen
years of age. However an
adolescent aged between 15
and 18 can be recruited for
factory employment only
after securing a fitness
certificate from a medical
doctor who is authorized.
The Act proceeds to prescribe
only four and and hour's
work period per day for
children between 14 and 18
years. Children are also not
allowed to work in night
shifts.
Moreover, in the year 1996
the Supreme Court of India
came out with a judgment in
CONSUMERS POWER | May 2010 | 27
court that directed the State
and Union government to
make a list of all children
embroiled in hazardous
occupations and processes.
They were then told to pull
them out of work and asked
to provide them with proper
education of quality. The
judiciary also laid down that
Child Labour and Welfare
Fund is set up. The
contribution for this was to
be received from employers
who contravened the Child
Labor Act.
India is also a signatory to
the UN Convention on the
Rights of the Child, ILO
Abolition of Forced
Convention No 105 and
ILO Forced labor Convention
No. 29. A National Labor
Policy was also adopted in
the year 1987 in accordance
with India's development
strategies and aims. The
National Policy was designed
to reinforce the directive
principles of state policy in
the Indian constitution.
The above fact is beautifully
expressed by Wordsworth in
his famous lines child is
father of the man. So it
becomes imperative for the
health of future of a
community is in the well
being of its children. The a
nation to protect its children
from premature labour
which is hazardous to their
mental, physical, educational
and spiritual development
needs. It is urgently required
to save children from the
murderous clutches of social
injustice and educational
deprivation, and ensure that
they are given opportunities
for healthy, normal and
happy growth.
The venerable Indian poet
Rabindranth Tagore has said
time and again, that every
country is absolutely bound
by its duty to provide free
primary education to its
children. It is important to
remember that
industrialization can afford
to wait but youth cannot be
captured for long. It is
imperative that the basic
tenet made in article 24 of
the Indian constitution -
prohibiting the employment
of any child below fourteen
years of age, in a factory,
mine or any other hazardous
employment be stopped be
adhered to. There should be
no ambiguity in ensuring the
right of every child to free
basic education and the
promise of the constitution
should be fully implemented
in the here and now.
Projects related with human
resource development,
dedicated to the child welfare
issues must be given top
priority by the central and
state governments to stop the
menace of child labour. Child
labour laws need to be
strictly implemented at the
central and state levels.
Corruption and negligence in
child labor offices and
employee circles should be
dealt with very strictly by the
judiciary and the police force.
The development needs of
growing children can only be
provided for, by stopping the
onerous practice of child
labour in organized and non
organized sectors with
utmost sincerity. This is the
only way a nation can train
its children to be wholesome
future citizens, who are
happy and prosperous. The
provision of equal and proper
opportunities for the
educational needs of growing
children in accordance with
constitutional directives will
go a long way in stopping the
evil practice of child labor.
Conclusion
Concerned about the future
of its children India has
implemented a country- wide
ban recently, on children
below fourteen working in
the hospitality sector and as
domestics. It is intended that
those who are found to
Continued on Page 28
The Consumer
Plight of the rural and urban poor in developing countries
Mr. Bejon Misra,
Consumer Expert & Founder Trustee, Consumer Online Foundation,
New Delhi, INDIA
T he Consumer
movement in India
traces its antecedents
to the consumer organization
registered in Chennai in the
1930's by a follower of
Mahatma Gandhi. This was
at the height of Gandhi's
campaign for freedom from
colonial rule. However, it
was the enactment of the
Consumer Protection Act in
1986 that provided the
impetus for the consumer
movement in India to
flourish.
The Consumer Protection Act
1986 of India is unique in
that it brought within its
ambit of protection a whole
class of consumers
previously not recognized by
other consumer protection
statutes. The 'self employed
who purchased goods and
services for use in their own
small trades (including for
instance women doing
household tailoring to earn
an income, street hawkers
selling cooked or uncooked
food items, petty traders,
etc.) were all included in the
definition of ' consumer. The
Consumer Protection Act
1986 of India therefore
explicitly called for
protection of not only those
who could afford to purchase
goods and services in the
marketplace but also
consumers from rural India
Panchayat
who earn a meager living out
of engaging in small trading
activities. Workers in the
unorganized sector are
estimated to constitute 92
percent of the country's work
force.
The India legislation
expanded the traditional
paradigm of consumer
protection and paved the way
for a paradigm shift. Indeed
a revolution in the consumer
movement was set in process.
However, this new vision of
consumer protection has
remained in the statute
books; because it has largely
not been exercised and /or
implemented by all
stakeholders in India
namely the government, the
consumer organizations and
industry.
The poor, the marginalized
informal sector and the
consumers in rural India
who are the largest group of
consumers in India
(estimated at 700 million-
strong out of a billion1)
today remain ignored and
unprotected. This is also the
case in China. The Law of
the Peoples Republic of China
on the Protection of
Consumer Rights and
Interests 1993 includes
peasants within its ambit.
Yet, the state has largely
ignored the plight of farmers
CONSUMERS POWER | May 2010 | 28
and other consumers in the
rural areas. Indeed, all over
the developing world, the
interests of the rural and
urban poor are largely
Coordination Council (CCC),
a national coalition of more
than 60 leading consumer
organizations in India, it was
recommended that the time
ignored and they are not had come for consumer
represented as a community organizations to take their
of consumers. Their rights movement to rural India.
to basic needs such as food, More than 1000 delegates
health and education remain representing various
unattainable and stakeholders including
unachievable and this in representatives of the
spite of the many developing countries and
development plans and consumers International
programmes that target them who attended the CCC
as beneficiaries. convention, held on 30-31
At the 4th National July 2005 at Vigyan Bhavan
Convention of the Consumer in New Delhi, agreed to
implement an action plan to
Continued from Page 27
Child labour in India
violate the law will be fined with 430 dollars and sent into
rigorous imprisonment for two years. Children in India are
not allowed to work in mines, factories and other hazardous
jobs already. Two more professions have been added in a list
of fifty seven occupations which were considered hazardous
for a child's development needs in the 'child labor act' passed
in 1986. Childs rights activists are waxing eloquent in high
pitched voices about the absolute importance of stopping
child labor. But legislation in this regard is just like an
intention. It is more important to take development
measures to ensure its practical application by eliminating
the reasons of child labor from our society. The reasons
giving birth to child labor are poverty, illiteracy, scarcity of
schools, ignorance, socially regressive practices, blind
customs and traditions, migration and last but not the least
corruption amongst employees and government labor
organizations. People should not be able to get away with
undertake this mammoth
task (available on
www.core.nic.in). It was
agreed that this needs to be
undertaken by the consumer
organizations around the
world in coming years.
On 23rd August 2005 in
Kuala Lumpur, Malaysia the
members of Consumers
International from the Asia
Pacific region, while
deliberating on the role of the
consumer movement in the
implementation of the
Millennium Development
Goals (MDGs) collectively
declared that the consumer
movement should become
Pro-Poor, Pro-Rural & Pro-
Women in the coming years
and to target their activities
towards enabling the
fulfillment of the 8 MDGs by
2015.
(see www.ciroap.org/mdg for
more information on the
conference outcomes).
Keeping in view a three-
pronged approach to work on
health, food and education to
empower the consumers and
bridge the gap between the
rural and urban consumers,
it has been decided by the
consumers of rural India to
organize a three days
International Convention at a
village location in the State of
Uttar Pradesh in India from
27th to 29th September
2010. To know more about
the convention, please visit
www.consumerpanchayat.org
or www.bejonmisra.com
Objectives of the
Convention:
1. To develop a blueprint for
developing countries in
Asia Pacific on how to
build a strong and
effective consumer
movement to tackle food,
health and education The UN Guidelines for
issues confronting poor
consumers living in rural by the UN General Assembly
and urban slums and to
take into account the
gender dimension in their the basic framework for the
work in order to
contribute towards the
fulfillment of the MDGS
on food, health and
education.
2. To provide the real-time
environment of a village
in rural India to the
leaders working in the
national, regional and
international consumer
movement to witness
firsthand the plight of the
poor and to listen to the
voices of the poor
consumer;
3. To share information and
educate the delegates
participating at the rural
convention on the three
main issues confronting
rural consumers i.e. food,
health and education in
the context of the 8
consumer rights and their
link to the Millennium
Development Goals
(MDGs) countries around the world.
It will focus on the special
Consumer Protection adopted
in 1985, and expanded in
1999 has hitherto provided
consumer movement and
governments to organize
their work. While this will
still from the basic agenda,
the current initiative of the
consumer organizations in
India will in addition call on
the consumer movement to
adopt the MDG targets as a
direction to which the
consumer movement and
governments in the region
will be heading to alleviate
the suffering of the millions
of consumers who are unable
to consume and claim their
basic needs.
The event, planned by
Consumer Online Foundation
along with all the
stakeholders working in the
interest of the consumers
will provide a platform to
take into account the
interests and needs of
consumers in developing
problems faced by poor, rural
and women consumers and
seek to address the
imbalances in economic
terms, educational levels, and
bargaining power these
groups of consumers face. It
will emphasize their right of
access to basic needs, as well
as the right to just, equitable
and sustainable economic
and social development.

Be Visible Be Wise
Citizen Awareness Group is registered with TRAI and Consumers Advocacy Group, since June 2009 and is a registered a
NGO under the society Act sicne December 1994 as a part of its endeavor to generate about the rights of consumer it
organises workshops in Northern region from time-to-time. Now it has started bi-monthly magazine, Consumers Power
which goes toa large number of consumers and service providers. The magazine is the right media to reach out to the
Consumers community at a most cost effective manner. As a regular advertiser
you can avail of a special discounted rates too.

Get special discounts on

contract rates
Position Single Insert 3-6 Insertions 10% discount
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Back Title: Rs. 20,000
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CONSUMERS POWER | May 2010 | 29

Consumer Awareness
Rights & Responsibilities
L iberalisation is paving
way for a market-
driven economy, where
the manufacturers seek to
maximise profits.
Manufacturers are not often
concerned about the quality
of goods and services and
their impact on the health of
people and the environment.
Instead of the consumer
guiding the producer about
what should be produced, it is
the producer who decides
what the consumer should
want. The plight of a
consumer is further
worsened by the use of
advertising techniques.
Consumers are saddled with
the problem of choosing
between too many products
with too less information.
With the concentration of
market in the hands of a few
large corporations, it becomes
important that the consumers
are aware of their rights in
order to ensure proper
standards for the goods and
services for which they make
payment.
There are many goods which
are sold in the market
without much information
about their quality, quantity
and purity. In case of goods
meant for mass consumption
like, food, milk products,
edible oil etc. the ingredients
are not known.
Manufacturers or producers
seldom follow the safety
regulations in the products
like, lamps, batteries,
footwear, electrical
equipments, wires, cement,
LPG cylinders, stoves,
switches, plugs, sockets etc.
leading to many fatal
formed consumer groups to
work on the malpractices in
ration shops and
overcrowding in the road
passenger transport. The
District Forum deals with the
cases involving claims upto
Rs. 20 lakhs, the State
Commission between Rs.20
lakhs to one crore and the
accidents. Adulteration of eighties witnessed an National Commission deals
food is another major upsurge in the number of with the cases involving
problem. Milk can contain consumer groups. claims exceeding Rs. one
detergent, refined oil, caustic crore. The objective of the
soda or urea. Mustard oil can The battle for consumer consumer courts is to ensure
be adulterated with argemone protection has to be fought by speedy justice to the
oil and arhar dal with yellow many agencies. The consumers against various
colour. Vegetables and fruits Government has to play an malpractices and negligence
are artificially coloured. important role, by enacting without involving any cost,
Indiscriminate use of suitable laws and enforcing as no court fees is charged.
pesticides by farmers and them effectively. India has Consumer courts have been
untreated effluents by been observing 15th March set up as special courts, as it
industries, have led to the since 1989 as the National was expensive and time
problem of food Consumers' Day. This day has consuming to get justice
contamination by pesticide a historic importance as it through civil courts.
residues and toxic heavy was on this day in 1962, that
metals. the Bill for Consumer Rights The Consumer Protection
was moved in the US Act, which has been defined
Although in Kautilya's Congress. Steps have been as the Magna Carta of
Arthashastra, strict rules taken by the Government of Consumers, spells out six
were set for the trade and India by way of enactment of consumer rights: Right to
industry and punishments various Acts and other Safety, Right to Information,
for exploitation were measures to help consumers. Right to Choice, Right to
prescribed. But, there was no Indian Penal Code, Standards Representation, Right to
organised and systematic of Weights and Measures Act, Redress, and Right to
movement safeguarding the Motor Vehicle Act, are some Consumer Education. India
interests of the consumers in of the Acts. Despite these has the biggest consumer
India. Rampant food Acts, the fact remains that movement today due to the
shortages, hoarding, black very little could be achieved efforts of consumer
marketing, adulteration of in the field of consumer organisations and the
food and edible oil gave birth protection. A major establishment of consumer
to the consumer movement breakthrough came during courts. India is the only
in an organised form in the 1986 when Parliament country in the world which
sixties. Consumers started passed a law for Consumer has exclusive courts for
voicing their concerns and Protection Act -1986. Three- consumer redressal. This has
demanding better products tier quasi-judicial machinery been internationally praised
and services. Till mid at the district, state and including the developed
seventies, consumer national levels was set up countries. The Consumer
organisations were largely with a view to provide speedy Protection Act (COPRA) has
engaged in writing articles and simple redressal to succeeded in bringing about
and holding exhibitions. They consumer disputes. The fair play in the supply of
CONSUMERS POWER | May 2010 | 30
goods and services to a large professional personnel, Unethical notings like Goods movements only with our
extent. The Act applies to requires time for filing the once sold will never be taken active involvement by
almost all goods and services. case and attending the court back are in sharp contrast to knowing our rights and
proceeding and certain other the practice in some of the enforcing them. It requires a
Still, the present scenario is formalities like producing the developed countries, where voluntary effort involving the
not very encouraging. bill, warranty cards etc. the sellers declare, In case participation of one and all.
Unfortunately the consumer These procedures need to be you are not fully satisfied If the consumers remain
courts have become replica of made simpler and quicker for with our product, you can passive, they will continue to
legal courts, as the procedure making the process more bring the same to us within a be exploited. It is necessary
is no longer simple and meaningful and realistic. month for either replacement that consumers take action
quick. The consumer or return of your money. with solidarity to get a fair
redressal process is relatively Consumers have the social This is the result of consumer deal and timely redressal. An
cumbersome and more responsibility of exposing the consciousness. Consumers alert consumer is a safe
expensive and time- manufacture/supplier or the have to realize their role and consumer!
consuming than desired. The service provider for resorting importance. The consumer
process involves engaging a to illegal trade practices. movements can be winner

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f th e m ag ine
o m er s
Annual Institutional Membership Fee Rs. 5,000 CA G C o n su
Power
Lifetime Membership Fee Rs. 2,000

Please fill this form & send to Citizens Awareness Group # 2812, Sector 38-C, Chandigarh

CONSUMERS POWER | May 2010 | 31

Activities
Citizens Awareness Group has been on the forefront of reaching out to the consumers and empower
them through various activities.

Shri Surinder Verma, Chairman of Citizens Awareness Group giving talk on the consumers rights at NSS Camp Republic Day Celebrate on 25 January 2010 with
in the Govt. Business College, Sector 42 Chandigarh on 12 December 2009. children

Shri Surinder Verma, Chairman of Citizens Awareness Group giving talk on the precautions that should be taken Save Girl Child Seminar organised by Citizen
by investors while dealing with the security market in the seminar of the Consumer Association Chandigarh and Awareness Group
Chandigarh Administration at the ICSSR Complex PU, Chandigarh on28 December 2009.

Citizens Awareness Group and Sewa Sanskar Foundation organised a function for the distribution of sweaters
and socks to out of school children of Alternative Innovative Education (AIE) centres in Govt. Model Senior
Secondary School, Sector 10, Chandigarh.

Seminar on Be Financially Literate: Save Your Investments organised by Citizens Awareness Group in International Womens Day Celebration on
Association with Telecom Regulatory Authority of India, New Delhi at the office of UGCE, Chandigarh 8th March 2010
on 12 January 2010.

CONSUMERS POWER | May 2010 | 32

Why deal with unauthorized operators ?
Buy or sell shares only through brokers registered with
Stock Exchanges.
Here are some Do's of stock investments: 1. Always insist on contract notes from your broker. Verify their genuineness on the on the
Exchange website. 2. Before you place stock orders with your broker, check the company's, redentials, recent announcements and
disclosures under various regulations. Accurate sources are Exchange and company websites, business magazines.
Don't's: 1. Don't keep your Demat Transaction slip book with any broker/sub-broker. 2. Don't get carried away by the onslaught of
advertisements about the financial performance of companies in print and electronic media.