Consumer Behaviour While Purchasing Insurance

							Consumer Protection
     United We Stand!
  The Government and Us
             The Consumer


Mahatma Gandhi said, "A consumer is the most
important visitor on our premises. He is not
dependent on us, we are on him. He is not an
interruption to our work, he is the purpose of it. We
are not doing a favour to a consumer by giving
him an opportunity. He is doing us a favour by
giving us opportunity to serve him.”
From the Social Activist’s desk:

“We have got problems and we need
to do something about them. I am
going to tell you about those
problems and we will explore what
needs to be done to set things right!”
    What we face as Consumers
   Adulteration of food substances by traders through
    addition of substances which are injurious to health
    or removal of substances which are nutritious or by
    lowering their quality standards
   Supply of defective goods
   Use of deceptive or incorrect rates on products
   Use of false or non-standard weights and measures
    in supply of goods
   Selling above the MRP
   Unauthorised sale of essential products like
    medicines, etc. beyond their expiry date to ignorant
    consumers
   Poor customer services
How do we deal with the problems?
   Build Awareness of Consumer Protection
    Measures
   Take Legal Action by lodging complaints
    against unscrupulous practices
   Be vigilant while purchasing products and
    services
   Form Consumer Associations and Clubs
    that aim to promote welfare of Consumers
   Support the Government in the fight for
    Justice for All
 From the Policy Maker’s Desk
“There are miles to go before we
  sleep. We have come a long way yet
  there is much to be done. Let me
  give you a glimpse into your past
  and show you your present so that
  together we can pave the way for a
  better future.”
          Yesterday to Today
Pre 1950                        Post 1950
                                The Essential Commodities Act
The Indian Contract Act of      of 1955, the Prevention of
1872, the Sale of Goods Act     Food Adulteration Act of 1954
of 1930, the Indian Penal       and the Standard of Weights
Code of 1860, the Drugs and     and Measures Act of 1976.
Cosmetics Act of 1940, the      For fifty-five years, the Sale
Usurious Loans Act of 1918,     of Goods Act of 1930 [SGA]
and the Agriculture Procedure   was the exclusive source of
(Grading and Marketing Act)     consumer protection in India.
of 1937                         The Indian legal system
                                welcomed a new phase with
                                the enactment of the
                                Consumer Protection Act of
                                1986 [“CPA”], which was
                                specifically deigned to protect
                                consumer interests.
Where We Stand
                  For Our Future
    To make things better, the Government can do a lot:

   Make our Consumer Grievance Redressal Machinery strong
    and efficient
   Bring in more staff for speedy redressal of pending cases
   Encourage greater involvement of District Machinery
   Ask for Action Plans from States on a regular and periodic
    basis
   Provide review of progress made by each State
   Operate State level Consumer Information Centres
   Conduct Consumer Education programmes through various
    media
   Conduct seminars and workshops with Voluntary Consumer
    Organisations
    From the Lawyer’s Desk:
“ There is plenty of action happening
  in Consumer Protection. The
  Government is doing quite a bit but
  many of us are unaware of the
  changes taking place. I am going to
  give you a ringside view of the
  action! We all need to be aware of
  how we can help ourselves”
    Consumer Protection Initiatives by
           the Government
    Consumer Protection initiatives by the
    Government revolve around the following three
    areas:

   Firstly, providing a legal framework that
    comprises of the Consumer Protection Act.
   Secondly, evolving standards for different
    products to enable the consumers to make an
    informed choice about different products and so
    that only safe products are circulated in the
    market.
   Thirdly, consumer awareness and education.
Consumer Awareness Initiatives
     by the Government
   Publicity through print media to educate the
    consumers about their rights and responsibilities.

   Publicity through electronic medium by telecast of
    video spots on various consumer related issues
    such as ISI, Hall-Mark, Alternate
    Dispute, Redressal System, Weights and Measures,
    Rights of Consumers etc.

   ‘Jago Grahak Jago’, an initiative which empowers
    consumers by making them aware about their
    rights as well as the Grievance Redressal
    Mechanism.
       Where we can go for help
   A CORE (Consumer Online Research and
    Empowerment) Centre has been set up in
    collaboration with Consumer Coordination Council
    (CCC) through signing of an MoU. It is the only
    authorised agency of the Department of Consumer
    Affairs to handle 'Online Consumer Complaints' for
    redressal through mediation. By accessing the
    online Complaint Redressal System in the CORE,
    the consumers can register themselves and lodge
    their grievance online.
       Where we can go for help
   A National Consumer Helpline (NCH) project was
    launched by the Department of Consumer Affairs in
    coordination with Delhi University, Department of
    Commerce. Under the helpline, consumers from all
    over the country can dial a toll-free number and
    seek telephonic help for problems that they face as
    consumers. The helpline intends to deal with
    problems related to telecom, courier, banking,
    insurance, financial services, etc.
     From the Public Relations
        Manager’s Desk :

“ Its time we took responsibility for
  doing the right thing! All of us need
  to be proactive. There is a lot each of
  us can do. Let me tell you about a
  few of the things that we can do to
  make sure we act as aware and
  responsible citizens”
              What we can do
   If you are a Consumer Organisation:

                   REVIEW!

     Set up a Review Committee which posts reviews
    on products and services.
     Ensure that the products and services reviewed
    are bought from the market and not donated to the
    organisation by businesses.
     Do not allow your review to commercially
    promote or discourage the use of any product or
    service. An unbiased view will build integrity of
    your opinion.
              What we can do
   If you are a Business:

                  ADOPT!

     High ethical standards to ensure that your
    customers get the best from you.
    Remember that you exist because the
    customer buys from you.
     Self regulation on unfair practices such as
    black marketing and hoarding.
     Check on supply of inferior goods or
    services.
               What we can do
   If you are a Consumer:


                    REPORT!

      Problems with Food, Drugs and Cosmetics
     Injury due to use of an unsafe product
     Cheating in any form by seller
    Do not neglect to report irresponsible and
    unethical behaviour by a business. You will only
    encourage it to continue unfair practices.
  From the Reporter’s Desk:

“We need to approach the right
 authorities in order to get justice.
 Letting those who dupe us get away
 with it encourages them do dupe
 many others. Let me tell you where
 to go and what to do when you want
 justice.”
Legal Redressal Machinery


      NATIONAL COMMISSION




       STATE COMMISSION




        DISTRICT FORUM
        Making a Complaint
National   State      District
Commission Commission Forum
A complaint can   A complaint can    A complaint can
be made when      be made when       be made when
the value of      the value of       the value of
goods and         goods and          goods and
services along    services along     services along
with              with               with
compensation      compensation       compensation
claimed exceeds   claimed exceeds    claimed does
Rs. 1 crore.      Rs. 20 lakhs but   not exceeds Rs.
                  does not exceed    20 lakhs.
                  Rs. 1 crore.
    Information required for a
           Complaint
• Name and full address of complainant
• Name and full address of opposite party
• Description of goods and services
• Quality and quantity
• Price
• Date & proof of purchase
• Nature of deception
• Type of redressal requested
        United We Stand!
  Let us join hands to make a better
  India
 REVIEW

 ADOPT

 REPORT

 Most of all, SUPPORT!
                   Credits
NCDRC (National Consumer Disputes Redressal
Commission)
http://ncdrc.nic.in/

Confonet
http://confonet.nic.in/

Department of Consumer Affairs
http://www.fcamin.nic.in/