Overview
The Consumer Rights Cell of CHRC is dedicated to ensuring that consumers across India are aware of their rights and empowered to take action when those rights are violated. This cell works in alignment with the Consumer Protection Act, ensuring transparency, accountability, and legal support for consumer grievances.
Purpose and Mission
- Promote awareness of consumer rights under Indian law.
- Support citizens in filing complaints and accessing redressal mechanisms.
- Encourage fair trade practices and eliminate exploitation by service providers, retailers, and corporates.
- Collaborate with regulatory bodies and provide guidance for legal recourse.
Key Consumer Rights in India
These rights are provided under the Consumer Protection Act, 1986 (amended 2019):
- Right to Safety
Protection against goods and services harmful to life or property. Includes unsafe medicines, food, vehicles, etc. - Right to Information
Access to clear and accurate information about products/services, pricing, purity, and standards. - Right to Choose
Freedom to access a variety of goods/services at competitive prices without pressure or monopoly. - Right to be Heard
The right for consumer grievances to be acknowledged and addressed at appropriate forums. - Right to Redressal
Legal remedy against unfair trade practices or exploitation. Includes compensation or replacement. - Right to Consumer Education
Awareness about rights, responsibilities, and available remedies to make informed choices.
Consumer Issues Covered
- Misleading advertisements
- Defective products or expired goods
- Lack of proper service delivery
- Online purchase frauds
- Excessive billing or unfair terms
- Fake offers or pricing scams
Legal Support & Forums
-
Consumer Courts (Three-tier structure)
- District Consumer Disputes Redressal Commission
- State Consumer Disputes Redressal Commission
- National Consumer Disputes Redressal Commission (NCDRC)
-
Jurisdictional Support
Consumers can file complaints based on the value and nature of the grievance in respective forums.
Consumer Law
The Consumer Protection Act lays down laws that:
- Prevent unfair trade practices.
- Provide a legal framework for seeking redressal.
- Promote accountability among sellers and service providers.
- Include specific laws for sectors like food safety, electronics, pharmaceuticals, etc.
Complaint Process
- Identify and gather evidence of violation (bills, receipts, product photos, etc.).
- Approach the seller or service provider for resolution.
- If unresolved, submit a complaint to the District/State/National forum.
- Legal support and awareness camps are provided by CHRC in collaboration with legal experts.
Awareness & Education
CHRC runs regular:
- Consumer Awareness Campaigns in schools, colleges, markets, and rural areas.
- Legal Literacy Drives to help people understand how to file a complaint and where to approach.
- Digital Consumer Helpline Assistance, helping users file e-complaints and track cases online.
Consumer Rights vs Contractual Rights
Often people confuse consumer rights with contractual rights. While both deal with agreement breaches, consumer rights focus on fairness and protection, while contractual rights are more rigid and depend on terms. CHRC helps individuals understand the practical difference and legal scope of both.
If Your Rights Are Violated
- First, approach the concerned business or company.
- If unresolved, contact CHRC for guidance or legal help.
- File a complaint in the appropriate forum — we help you document, file and follow-up.
Conclusion
The CHRC Consumer Rights Cell empowers citizens to voice their concerns, challenge malpractice, and protect their financial, physical, and emotional well-being as consumers. Whether it’s online fraud or in-store deception — your right is your power.
