2. CONSUMER COMPLAINT IS FILED BY A
C O N S U M E R E X P R E S S I N G H I S D I S S AT I S F A C T I O N
WITH A PRODUCT OR SERVICE. IT IS AN
I N F O R M A L C O M P L A I N T D I R E C T LY A D D R E S S E D
T O A C O M PA N Y O R P U B L I C S E R V I C E P R O V I D E R .
3. What is a consumer complaint?
A consumer complaint is an allegation in writing made
by the complainant that
Any unfair trade practice or restrictive trade practice has
been adopted by any trader.
The goods bought or agreed to be bought suffer from one
or more defects.
Services hired /availed or agreed to be hired /availed
suffer from deficiencies in any respect.
That a trader has charged for the goods or services
mentioned in the complaint, a price in excess of the
stipulated price.
That goods or services which are hazardous to life and
safety of the public are being offered to the public
4. Who can file a consumer complaint?
A complaint can be filed by
A consumer to whom goods are sold or delivered or
agreed to
be sold or delivered or such services provided or agreed
to be provided.
Voluntary Consumer Organization
the Central Government;
the State Governments or Union Territory
Administration;
one or more consumers , where there are
numerous consumers having the same interest
5. When can a consumer complaint
NOT be filed?
A CONSUMER COMPLAINT CANNOT BE FILED IF THE GOODS OR
SERVICE ARE USED FOR COMMERCIAL PURPOSES I.E. IF THE
P R O D U C T I S D I R E C T LY U S E D B Y T H E PA R T Y W I T H A N
I N T E N T I O N O F M A K I N G P R O F I T. B U T I F T H E P R O D U C T U S E D I S
F O R S E L F E M P L O Y M E N T, T H E N I T I S N O T C O N S I D E R E D A S
C O M M E R C I A L U S E E V E N I F I T I S D I R E C T LY I N V O LV E D I N T H E
P R O C E S S O F P R O F I T M A X I M I Z AT I O N .
R A H U L T H E O W N E R O F H I G H H E E L S T R A N S P O R T C O M PA N Y
BOUGHT A TRUCK FOR HIS BUSINESS FROM XETTY TRUCKS
LT D . H O W E V E R , W I T H I N F E W D AY S H I S T R U C K W O U L D S T O P I N
M I D D L E O F T H E R O A D A N D O N C H E C K I N G H E F O U N D T H AT
THERE IS SOME ISSUE WITH THE ENGINE. HE CANNOT FILE A
C O N S U M E R C O M P L AI N T B E C AU S E T H E T R U C K H E B O U G H T WAS
FOR BUSINESS PURPOSES AND HENCE COMMERCIAL USE.
6. Consumer rights
Consumer protection gives the following rights to
the consumer-
The right to be protected against the marketing of
goods which are hazardous to life and property;
The right to be informed about the
quality, quantity, potency, purity, standard and price
of goods so as to protect the consumer against unfair
trade practices;
The right to be assured, wherever possible access to
variety of goods at competitive prices;
The right to be heard
7. Consumer protection in India
C O N S U M E R I S M I S S TI L L I N I TS I N FAN C Y I N O U R
C O U N T R Y, T H A N K S T O T H E S E L L E R S M A R K E T A N D
T H E G O V E R N M E N T M O N O P O LY I N M O S T S E R V I C E S .
C O N S U M E R AW A R E N E S S I S L O W D U E T O T H E
A PAT H Y A N D L A C K O F E D U C AT I O N A M O N G T H E
MASSES. NO ONE H AS TOLD THEM ABOU T THEIR
RIGHTS – TO BE INFORMED ABOU T PRODUCT
Q U A L I T Y, P R I C E , P R O T E C T I O N A G A I N S T U N S A F E
P R O D U C T S , A C C E S S T O VA R I E T Y O F G O O D S AT
C O M P E T I T I V E P R I C E S , C O N S U M E R E D U C AT I O N
ETC.