Introduction
The Consumer Rights Cell of CHRC stands as a public-facing platform dedicated to upholding consumer justice across India. We work to protect citizens from unfair trade practices, defective products, misleading advertisements, and negligent services by businesses and institutions. Through awareness, complaint support, and legal intervention, the cell empowers people to assert their rights effectively.
Consumer Rights in India
Consumers today face numerous challenges while dealing with private companies, service providers, and even online sellers. These include unfair terms in contracts, absence of warranties, lack of post-purchase support, deceptive pricing, and misleading advertisements. Our cell seeks to address these issues by informing consumers of their legal rights and guiding them through the redressal process.
Key rights include:
- Right to Safety – Protection from hazardous goods/services that might harm life or property.
- Right to Be Informed – Access to complete information before making a purchase.
- Right to Choose – Assurance of access to a variety of goods and services at competitive prices.
- Right to Be Heard – Representation in policy-making and complaint resolution.
- Right to Seek Redressal – Compensation and fair settlement for grievances.
- Right to Consumer Education – Access to knowledge about rights and responsibilities.
Areas of Focus
1. Right to Safety
Consumers must be safeguarded from dangerous goods and practices. This applies to items such as food, electronics, toys, automobiles, medicines, and more. We raise awareness about product recalls, injury risks, and regulatory oversight, and support legal action when safety standards are violated.
2. Consumer Law & Enforcement
The Consumer Protection Act, 2019 is the primary legislation that governs consumer rights in India. It establishes:
- District, State, and National Consumer Disputes Redressal Commissions.
- Clear provisions for compensation, refunds, and punitive damages.
- Regulations against misleading advertisements and unfair trade practices.
Our cell assists in understanding and using this law to file complaints or approach appropriate forums for resolution.
3. Complaint Handling & Mediation
We help consumers:
- Draft complaints effectively.
- Connect with consumer forums.
- Seek mediation or conciliation with businesses.
- Escalate unresolved matters to higher legal bodies.
4. Awareness & Education
Through seminars, newsletters, campaigns, and digital content, CHRC spreads awareness on:
- Common consumer scams and frauds.
- Rights under evolving e-commerce environments.
- Responsible consumer behavior.
Business Accountability
We also work with companies and service providers to promote ethical practices. Our Members can:
- Post consumer reviews.
- Report unethical practices.
- Participate in surveys and assessments of companies or services.
CHRC encourages transparent feedback loops between buyers and sellers and supports voluntary compliance with consumer standards.
CHRC Support Framework
| Prevention | Intervention | Redressal |
|---|---|---|
| Consumer Awareness Programs | Assistance in drafting complaints | Filing cases at Consumer Forums |
| Digital Literacy Campaigns | Representation during hearings | Compensation & Refund Assistance |
| Vendor Blacklisting | Legal aid for vulnerable consumers | Appeals in higher commissions |
| Product Safety Education | Mediation between buyer & seller | Follow-up support |
Understanding the Difference Between Rights and Laws
Consumer Rights are broad principles that protect individuals. Consumer Law is the formal structure that enforces those rights. The two must be seen together—rights give people the moral and civic authority to raise their voice, while the law gives them the legal tools to act on it.
Join the Consumer Rights Movement
CHRC’s Consumer Rights Cell invites citizens, professionals, students, and activists to:
- Volunteer in awareness drives.
- Assist in local grievance handling.
- Monitor unethical business practices.
- Promote informed consumerism.
