THE CONSUMER

PROTECTION
ACT
(GOODS &
SERVICES)
 WHO IS CONSUMER?
"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

-Mahatma Gandhi
 Consumer is the final user of all
goods and services .
A person who buys good for business
or resale purpose is not a consumer.
The enactment of CPA, 1986 by parliament was a
milestone in the history of consumer protection
movement in India.
The special feature of this act is to provide
speedy and inexpensive redressal grievances of
the consumer and to provide him specific relief
or award of compensation wherever appropriate.
It recognizes six of the eight rights of the
consumer as provided in the UN charter.
OBEJECTIVE OF CONSUMER PROTECTION ACT,1986

An Act to provide for better protection of the

interests of consumers and for that purpose
to make provision for the establishment of
consumer councils and other authorities for
the settlement of consumers disputes and
for matters connected therewith.
 RIGHTS
Right to OF CONSUMER
Protection
Right of
Information
Right of Choice
Right of Hearing
Right of
Redressal
Right of
Education
 CONSUMER PROTECTION COUNCIL

Consumer protection
councils are at three
levels:-
Central,
State and
District
 CENTRAL CONSUMER
PROTECTION COUNCIL
Objectives of the Central Council
The objectives of the Central Council shall
be to promote and protect the rights of the
consumers such asthe right to be
protected against the marketing of goods
and services which are hazardous to life
and property.
 STATE CONSUMER
PROTECTION COUNCIL
Objectives of the State Council
The objectives of every State
Council shall be to promote and
protect within the State the rights
of the consumers.
 DISTRICT CONSUMER
PROTECTION COUNCIL
Objectives of the District
Council
The objectives of every District
Council shall be to promote and
protect within the district the rights
of the consumers.
CONSUMER
REDRESSAL AGENCIES

DISTRICT FORUM

STATE COMMISSION

NATIONAL COMMISSION
DECEPTIVE ADVERTISING
An advertisement which is
potentially misleading or literally
false is deceptive.

Potentially misleading ads are

difficult to evaluate because
miscomprehension may often
occur.
Miscomprehension is a
problem for firms because the
audience does not understand
the message being delivered.
CASE 1
HEALTH
PRODUCT
Weight loss by
drinking
herbal tea for 12
weeks
CASE 2
FOOD ITEM
A big Mac burger of
McDonalds

CASE 3
INDIAN CONSUMER
PROTECTION
VS
INTERNATIONAL
CONSUMER PROTECTION
 INDIAN CONSUMER
CASE 1 PROTECTION
Redressal filed against: Indian Airlines
Issue: not allowing passenger to board the flight
despite the fact that the passenger had flight tickets
booked
Compensation: Rs. 10,000
CASE 2
Redressal filed against: ROYAL STAGS PVT. LTD.
Issue: presence of protein impurity in beer
Compensation: Rs. 5,000
CASE 3
Redressal filed against: Shoe crafts
Issue: Sale of faulty camera from the grey market with
mismatch in serial number on guarantee card
Compensation: Rs.3033
INTERNATIONAL CONSUMER PROTECTION
CASE 1
Redressal filed against: Slim America, Inc
Issue: false advertising claims about a health
product (dieting, slimming)
Compensation: $8.3 million (Rs.32.3 crores)
CASE 2

Redressal filed against:Christiana

Hospital
Issue: wrong medication leading to
death of patient
Compensation:$1.6 million (Rs.6.2
crores)
CASE 3
Redressal filed against: Trans Union
Issue: misrepresentation of identity and
 CASE STUDY OF
Acupressure Therapy Health Centre (1986)
 PRESENTED BY:-

SUNITA KADAM
ALPESH PATEL 11
33
SHREY
SHRISHRIMAL
55

ROHINI VIJ
LALIT ROHRA 66
BHRAJAT KAMPANI
44
22