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Need of the Consumer Protection Act The growing reliance on the national economy and the international nature of many business processes has contributed to the development of a global emphasis on consumer protection and development. Consumers, clients and customers around the world, want a fair amount of quality goods and better services. Modern technological advances have undoubtedly contributed to the quality of the goods, the availability, and the security of goods and services. But the reality of life is that consumers are still the victims of unscrupulous practices and exploits. Consumer exploitation is perceived in many ways such as food fraud, illicit drugs, unpopular buying programs for employers, high prices, low quality, poor services, dangerous products, black marketing and many more. In addition, with the change in information technology, new types of challenges are being thrown at the consumer such as cybercrime, misuse of plastic money etc., affecting the consumer in a very significant way. ‘Consumer is independent’ and ‘customer is king’ are not just myths in the current situation especially in developing communities. However, it is achievable and appropriate for consumer protection to be a social and economic system to be pursued by government and business as consumer satisfaction is in the interest of both. In this case, the government, however, has a primary responsibility to protect the interests and rights of consumers through appropriate policy measures, legal framework and regulatory framework. Consumers participate in the market through a particular product. If there were no buyers there would be no company. The consumer situation is even more tragic in terms of consumer rights. You can take examples of low-end homeowners, a company that makes false claims in the packaging. Then there are local sweetmeat vendors who make immature things to produce laddoos or barfis. You may recall the case of weight loss due to contaminated mustard oil. No matter how bad you get, there is a good chance you will get a strong response from the shopkeeper if you have a complaint. Background History of Consumer Rights The history of consumer rights protection by law has been honoured since 1824. Every year 15 March is considered International Consumer Rights Day. That day in 1962 U.S. President John F. Kennedy urged the US Congress to approve the Consumer Rights Bill which had: (i) The right to choose (ii) Right to information (iii) Right to safety and (iv) Right to a hearing. India In India, the movement of consumers as a ‘social force’ arose with the need to protect and promote consumer interests in unethical and illegal trading practices. Widespread food shortages, stockpiling, black marketing, mixing of food and edible oil gave birth to a consumer movement in an organized way in the 1960s. Until the 1970s, consumer organizations were heavily involved in essay writing and exhibitions. They set up consumer groups to check for food shortages and overcrowding. Recently, India has seen an increase in the number of consumer groups. Consumer association arose as a result of consumer dissatisfaction as many of the unethical practices were sold by retailers. There was no legal system available to consumers to protect them from market exploitation. For a long time, when a customer was unhappy with a particular product in a store or store, he or she would refrain from buying the product, or stop buying it at that store. It was thought that it was the consumers’ responsibility to be careful when purchasing goods or services. It has taken many years for organizations in India, and around the world, to make people aware of awareness. As a result of all these efforts, the organization succeeded in putting pressure on corporate and government institutions to address business ethics that may be inappropriate and conflict with the interests of consumers as a whole. A major step forward in 1986 by the Indian government was the enactment of the Consumer Protection Act 1986. CONSUMER PROTECTION ACT, 1986 The Consumer Protection Act, 1986 (COPRA) was a law of the Indian Parliament enacted in 1986 to protect the interests of consumers in India. It is designed to establish consumer councils and other authorities to resolve consumer complaints and related matters. The act was passed by Parliament in October 1986 and came into force on December 24, 1986. CONSUMER PROTECTION ACT, 2019 The move came into effect in 2019 after it was referred to the Indian Parliament. The Bill replaces the Consumer Protection Act, 1986. Key elements of the Bill include: Consumer rights: Four consumer rights are defined in the Bill, including the right to (i) be protected from the sale of goods and services that are harmful to health or property; (ii) information on the quality, quantity, strength, purity, quality and price of goods or services; (iii) ensure the availability of a variety of goods or services at low prices; and (iv) seek redress regarding unfair or restrictive trading practices. Central Consumer Protection Authority: The central government will establish a Central Consumer Protection Authority (CCPA) to promote, protect and enforce consumer rights. It will control issues related to consumer rights violations, unfair trade practices, and misleading advertisements. The CCPA will perform the following functions, including (i) investigating consumer rights violations, investigating and initiating prosecutions at an appropriate forum; (ii) transfer orders for the commemoration of goods or withdrawal of dangerous services, refund of payment, and suspension of fraud; (iii) remove references from the relevant trader/manufacturer/manufacturer/advertiser/publisher to refrain from making false or misleading advertising, or to alter it; (iv) imposing fines, and; (v) issue consumer safety notices regarding unsafe goods and services. Misleading advertising fines: CCPA may impose fines on a manufacturer or authorized holder of up to Rs 10 lakh and imprisonment for up to two years for false or misleading advertisements. In the latter case, the fine can be up to Rs 50 lakh and imprisonment for up to five years. Product liability: Product debt means the liability of the product manufacturer, service provider or retailer to compensate the consumer for any damage or damage caused by good or problematic service. To apply for compensation, the consumer must disclose any conditions of disability or deficit, as provided for in this Bill. Consumer Dispute Resolution Commission: Consumer Dispute Resolution Commissions (CDRCs) will be established regionally, provincially and nationally. The consumer may lodge a complaint with the CDRC regarding (i) improper or restrictive trading practices; (ii) defective goods or services; (iii) overpayment or fraudulent charges; and (iv) the supply of goods or services for sale that may be dangerous to health and safety. The process to file Consumer Case Any consumer complaint relating to a tax or service must be lodged in writing with the Regional Forum by the consumer and the fee payable. Upon receipt of a complaint, the Regional Tribunal may reject or accept the appeal, usually within 21 days from the date of the appeal. Alternatively, a copy of the appeal will reach the opposing party for approval within 45 days. Conclusion An effective and efficient Consumer Protection program is especially important for all of us because we are all consumers. Even a manufacturer or service provider is a buyer of other goods or services. If both manufacturers/suppliers and consumers understand the need for co-existence, waste products, counterfeit goods and other shortages of services. However, this must continue in a harmonious manner so that our society can be a better place for all of us to live. Consumers can be taught to develop an understanding of their responsibilities as consumers. The consumer should collaborate to create the potential and impact of safeguarding and expanding their interests. Manufacturers and shopkeepers should be made to think carefully before committing fraud, and severe penalties should be imposed by the government. Disclaimer: This article has been written by Swarnima Jha (LinkedIn) of New Law College, Pune. The opinions expressed within this article are the personal opinions of the author. The facts and opinions appearing in the article do not reflect the views of Adjuva Legal and Adjuva Legal does not assume any responsibility or liability for the same.
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विश्व उपभोक्ता अधिकार दिवस स्काई न्यूज चैत २, सुर्खेत । आज विश्व उपभोक्ता अधिकार दिवस नेपालमा पनि विभिन्न उपभोक्ता हितसँग सम्बन्धित विभिन्न कार्यक्रम गरेर मनाइँदैछ । खास गरी उपभोक्ता अधिकारका क्षेत्रमा काम गर्ने विभिन्न सरकारी तथा गैरसरकारी संघसंस्थाहरुले चेतनामूलक कार्यक्रम गरेर यो दिवस मनाउने गर्दछन् । विश्व उपभोक्ता अधिकार दिवस वर्सेनि मार्च १५ तारिखका दिन मनाउने गरिन्छ । सन् १९६२ मार्च १५ का दिन अमेरिकी राष्ट्रपति जोन एफ केनेडीले प्रस्तुत गरेको सुरक्षा, सूचना, छनोट र सुनुवाइलाई उपभोक्ताका चार अधिकारका रुपमा घोषणा गरिएको सम्झनामा विश्वभर यो दिवस मनाइन्छ । चार अधिकारका आधारमा संयुक्त राष्ट्रसंघको साधारण सभाबाट सन् १९८५ मा थप आठ अधिकारसहितको अनुवन्ध पारित भएको थियो । सोही आधारमा प्रत्येक राष्ट्रले उपभोक्ता कानुन जारी गरेका छन् । संयुक्त राष्ट्रसंघबाट पारित उपभोक्ता संरक्षण अनुबन्ध १९८५ र उपभोक्ता संरक्षण ऐन २०५४ को दफा ६ बमोजिम वस्तु वा सेवा खरिद तथा उपभोग गर्ने प्रत्येक उपभोक्तालाई विभिन्न अधिकार प्रत्याभूति गरिएको छ । उपभोक्ताका आठ अधिकारमा सुरक्षा, सूचित, छनोट, सुनुवाइ, उपभोक्ता शिक्षा, क्षतिपूर्ति, आधारभूत आवश्यकतामा पहुँच र स्वच्छ तथा स्वस्थ वातावरणको अधिकार छन् । नेपालमा कानुनी व्यवस्था नेपालको संविधानको धारा ४४ मा उपभोक्ताको हकको व्यवस्था छ । सो व्यवस्थामा प्रत्येक उपभोक्तालाई गुणस्तरीय वस्तु तथा सेवा प्राप्त गर्ने हक हुने उल्लेख छ । साथै गुणस्तरीय वस्तु वा सेवाबाट क्षति पुगेको व्यक्तिलाई कानुन बमोजिम क्षतिपूर्ति पाउने हक पनि संविधानमा सुनिश्चित गरिएको छ । संविधानको धारा ५१ को ७ ‘घ’मा राज्यका नीति तथा अनुसूचीमा अधिकार सम्बन्धी व्यवस्था छ । धारा ५१ को उपधारा ७ ‘घ’मा कालाबजारी, एकाधिकार, कृत्रिम अभाव सिर्जना गर्ने र प्रतिस्पर्धा नियन्त्रण जस्ता कार्यको अन्त्य गर्दै राष्ट्रिय अर्थतन्त्रलाई प्रतिस्पर्धी बनाइ व्यापारिक स्वच्छता र अनुशासन कायम गरी उपभोक्तको हित संरक्षण गर्ने व्यवस्था छ । अनुसूची ७ मा संघ र प्रदेशको साझा अधिकारको सूची नम्बर २ मा आवश्यक वस्तु तथा सेवाको आपूर्ति, वितरण, मूल्य नियन्त्रण, गुणस्तर र अनुगमनको व्यवस्था छ । अनुसूची ८ मा स्थानीय तहको अधिकार सूची ४ नम्बरमा स्थानीय सेवाको व्यवस्थापन र १० नम्बरमा स्थानीय बजारको व्यवस्थापनको व्यवस्था छ । साथै उपभोक्ता संरक्षण ऐन २०७५ ले वस्तु तथा सेवामा उपभोक्ताका अधिकारहरु सुनिश्चित गरेको छ । उपभोक्ताहरुलाई सहज पहुँचको अधिकार, स्वच्छ प्रतिस्पर्धात्मक मूल्यमा गुणस्तरीय वस्तु वा सेवाको छनोट गर्न पाउने अधिकार, वस्तु वा सेवाको मूल्य, परिमाण, शुद्धता, गुणस्तर आदिबारे सुसूचित हुने अधिकार सुनिश्चित गरेको छ । समिश्रित वस्तुमा रहेको मात्रा, तत्व वा प्रतिशतको सम्बन्धमा जानकारी पाउने अधिकार, जीउ, ज्यान, स्वास्थ्य तथा सम्पत्तिमा हानी पु¥याउने वस्तु र सेवाको बिक्री वितरणबाट सुरक्षित हुन पाउने अधिकार पनि उपभोक्तालाई छ । साथै उचित कानुनी कारबाही गराउन पाउने अधिकार, हानी नोक्सानीविरुद्ध क्षतिपूर्ति पाउने अधिकार, उपचार पाउने वा सुनुवाइ हुने अधिकार र उपभोक्ता शिक्षा पाउने अधिकारलाई पनि उपभोक्ता संरक्षण ऐन २०७५ ले सुनिश्चित गरेको छ । उपभोक्ता मारमा कानुनले उपभोक्ता अधिकार सुनिश्चित गरे पनि यसको कार्यान्वयन पक्ष भने फितलो छ । त्यसैले नेपाली उपभोक्ताहरु मारमा पर्दै आएका छन् । राष्ट्रिय उपभोक्ता मञ्च, कर्णाली प्रदेश अध्यक्ष आकाश तारा बयक राज्य, बजार र उपभोक्ता तीनै पक्ष जिम्मेवार नहुँदा उपभोक्ता अधिकार कमजोर बनेको बताउँछन् । यसका लागि सचेतना कार्यक्रम सञ्चालन गनुपर्ने उनले औंल्याए । उनले भने, ‘यसमा मुख्यतः सरकार जिम्मेवार हुनुपर्छ । उत्पादनकर्ताको जिम्मेवारी र उपभोक्ताको जागरुकता पनि उत्तिकै जरुरी छ ।’ मुलुक संघीयता कार्यान्वयनमा अघि बढे पनि उपभोक्ताको अधिकारसँग सम्बन्धित कानून अन्योलमा रहेकाले समस्या सिर्जना भएको उनले बताए । दिवसको औचित्य उपभोक्ता अधिकारका अन्तरनिहीत आधारभूत चार सिद्धान्तमा प्रत्येक उपभोक्ता आफैं सचेत हुनुपर्दछ । उपभोक्तालाई सचेत र जागरुक गर्ने दायित्व सरकार तथा वस्तु वा सेवा उत्पादन, आयात, सञ्चय वा बिक्री गर्ने प्रदायकहरुको हो । वस्तु वा सेवाका उत्पादक, प्रदायक वा बिक्रेताहरु उपभोक्ताप्रति जिम्मेवार हुनुपर्दछ, उपभोक्ता नभइ बजार सञ्चालन नहुने हुँदा उपभोक्ता बजारका सार्वभौम हुन् । त्यसैले उपभोक्तालाई अधिकार निक्षेपण गरिनुपर्छ र बजारमा उपभोक्तालाई सम्मान गरिनुपर्छ । संयुक्त राष्ट्रसङ्घबाट पारित उपभोक्ता संरक्षण अनुबन्ध १९८५ र उपभोक्ता संरक्षण ऐन २०५४ को दफा ६ बमोजिम वस्तु वा सेवा खरिद तथा उपभोग गर्ने प्रत्येक उपभोक्तालाई विभिन्न अधिकार प्रत्याभूति गरिएको छ । त्यसमा उपभोक्ताका आठ अधिकारमा सुरक्षा, सूचित, छनोट, सुनुवाइ, उपभोक्ता शिक्षा, क्षतिपूर्ति, आधारभूत आवश्यकतामा पहुँच र स्वच्छ तथा स्वस्थ वातावरणको अधिकार छन् । उपभोक्तालाई जागरुक बनाउनु दिवस मनाउनुको मुख्य उद्देश्य हो । र उनीहरुको हितको रक्षा गर्दे विभिन्न प्रकारका शोषणबाट बचाउनु पनि हो । प्रत्येक व्यक्ति, संस्था पनि उपभोक्ता हो । उपभोक्ता अधिकार र कल्याण आज प्रत्येक व्यक्तिको जीवनको अभिन्न अङ्ग हो । हामीले आफ्नो दैनिक जीवनमा विभिन्न वस्तु तथा सेवाको उपभोग गरिरहेका हुन्छौं ।