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TRANSCRIPT
The Centre for Consumer Studies, IIPA
in collaboration with the IIPA Local Branch,
Nagpur and the Department of Business
Management, RTM
Nagpur University
organised a two
day seminar on
Consumer Protec-
tion and Consumer
Welfare on July, 29-
30, 2010. The semi-
nar was held in the Department of Business
Management, RTM Nagpur University,
Nagpur. The seminar was inaugurated by
Shri M.A.H. Khan, Deputy Commissioner,
Revenue, Nagpur. In his inaugural address
Shri Khan focused on the need and
importance of consumer welfare in a
market driven society. He also gave an
account of the efforts of the government in
protecting the consumers.
Prof. Suresh Misra, Chair Professor,
CCS, IIPA made a presentation on con-
sumer protection measures, which gave an
overview of the movement and the various
policy measures adopted by the govern-
ment to protect the consumers. Other
speakers at the seminar were Shri
Rajabhau Pophli, Prof. K.E. Patil, Dr. P.
Lakshminarayanan, Dr. Meena Mishra, Dr.
D. G. Dixit, Dr. Amit Singh, Dr. Gouri
Chandrayan and Prof. V.S. Deshpande,
Nagpur. About 250 participants attended
the seminar which included large number
of students from various management
institutes in Nagpur, teachers, consumer
activities and members from the Civil
Society/Organisations.
A two day Workshop on Awareness
and Protection of Consumer Rights was
organized by CCS, IIPA in collaboration
with IIPA Bihar Regional Branch at Patna
from August 7 – 8, 2010. Workshop started
with the welcome address by Prof. Rash
Bihari Prasad Singh, Department of Geog-
raphy, Patna University. Hon’ble Justice
K.K. Mandal of Patna High Court was the
chief guest on the occasion. In his inaugural
address, he said that we all are consumers
hence the topic is of concern for all of us.
He suggested that there is a great need for
awareness movement in the country to
protect the rights of consumer.
Dr. R.K. Verma, Hony Joint Secretary,
Bihar Regional Branch introduced the topic
of workshop. Prof. Suresh Misra, Chair Pro-
fessor, CCS, IIPA, in his keynote address,
explained the significance, objectives and
spirit of organizing such workshops. He
acquinted the
audience about
the activities of
the Centre for
Consumer Stud-
ies and informed
that the Centre
has trained
more than 5000 people which includes
different level Government Officials,
Presidents and Members of DFs, NGOs /
VCOs Personnel and published many
Books, Monographs and Case Studies
related to Consumer Protection and
Welfare He expressed that the workshop
would be beneficial for both the
participants and policy-makers. Dr. K. N.
Srivastava, Vice President, IIPA, New Delhi,
in his presidential address explained the
various rights given to the consumers. He
raised various issues related to the
appointment of judges of the Consumer
Commissions and Forums. Finally, he
summed up the discussion held in the
session. Workshop was divided into Five
Technical Sessions. Participants at the
workshop were addressed by different
eminent persons like Shri Sanjay Singh,
Director, Consumer Protection, Depart-
CONSUMER DIALOGUE
A Quarterly eA Quarterly eA Quarterly eA Quarterly e----Newsletter of Centre For Consumer Studies (CCS)Newsletter of Centre For Consumer Studies (CCS)Newsletter of Centre For Consumer Studies (CCS)Newsletter of Centre For Consumer Studies (CCS)
•
Vol. 3 No. 3 July — Sept 2010
IIPA
Editorial Team Prof. Suresh Misra Ms. Sapna Chadah Dr. Mamta Pathania
Research and Design Amit Kumar Singh
Virendra Nath Mishra
Contact Us Centre for Consumer Studies
Indian Institute of Public Administration, Indraprastha Estate New Delhi - 110002
Phone No. 011-23468347, 23468434
Email.
Website www.consumereducation.in
CCS Sponsored by
Department of Consumer Affairs
Government of India
Seminar at Department of Business Management, RTM Nagpur University
Shri M.A.H. Khan, Deputy
Commissioner, Revenue,
Nagpur , addressing participants
Workshop on Awareness and
Protection of Consumer Rights
Dignitaries at the Workshop
Vol. 3, No. 3, July—Sept 2010 Consumer Dialogue 2.
-ment of Food and Consumer Protection, GoB, Shri
J.K. Bhagat, Advocate in Patna High Court, Shri Suren-
dra Kumar Verma, Addl Secretary, GoB and Prof. L.N.
Sharma.
`
The Centre for Consumer Studies organized 69th
Orientation Training Programme for the Presidents
and Members of the District Forums of Haryana,
Himachal Pradesh and Punjab States under the
guidance of National Consumer Disputes Redressal
Commission from 23rd to 27th August, 2010. The
Programme was sponsored by the Department of
Consumer Affairs, Ministry of Consumer Affairs, Food
and Public Distribution,
Government of India.
Twenty-Six participants
from these states attended
the Training Programme.
The main objective of the
training programme was
to acquaint newly
appointed members of the
forums with the provisions of the Consumer Protection
Act and other relevant legislations. While welcoming
the participants Prof. Suresh Misra emphasized on the
need for creating awareness and acquaintance of
consumer rights, laws and redressal bodies among the
consumers. He hoped that each participant would be
benefited from the discussions and deliberations during
the programme.
The programme was divided into a number of
thematic sessions. The session on Consumer Protection
and Welfare: An Overview was taken by Prof. Suresh
Misra, Consumer Protection Act/Rules by Ms. Sapna
Chadah, Consumer Awareness and Education by Dr.
Mamta Pathania, Insurance and Consumer by Shri S.M.
Tripathi, Medical Negligence and Consumer by Dr. Kiran
Gupta, Defective Goods and Consumer by Dr. G.K.
Kapoor, Electricity and Consumer by Mr. N.K. Jain,
Misleading Advertisement and the Consumer by Mrs.
Pushpa Girimaji, Housing and Consumer by Mr.
Rabindra Bana, Transport and Consumer by Mr. S.K.
Sharma and Case law Presentation by Prof. Suresh Misra
and Ms. Sapna Chadah. During the Programme the
participants visited the National Commission and saw the
proceedings of Commission. They also met Hon’ble
Justice Shri Ashok Bhan, President, NCDRC and Hon’ble
Justice Shri R.C. Jain, Member, NCDRC. They inquired
about the working conditions at the forums and
problems faced by them. They also clarified a number of
doubts raised by the participants.
12th Training of Trainers in Consumer Protection
and Consumer Welfare was organized by the CCS, IIPA,
New Delhi in collaboration with Department of Food,
Civil Supplies and Consumer Affairs, Govt. of Sikkim
from September 15-17, 2010. The Department of
Consumer Affairs, Government of India, sponsored the
Progromme. The training programme was inaugurated
by Ms. Nalini G. Pradhan, Secretary, the Department of
Food, Civil Supplies and Consumer Affairs, Govt. of
Sikkim. She said that Consumer Protection Act, 1986 is a
benevolent social legislation which seeks to protect the
consumers from different unscrupulous, exploitative
and unfair trade practices. While the government is
doing its part to safeguard the interests of the consum-
ers, the consumers are also required to be motivated.
The programme was divided into a number of
thematic sessions which includes Consumer Protection:
An Overview, Consumer Protection Act, Consumer
Awareness & Education, Consumer Clubs: Roles and
Responsibilities, Medical Negligence and Consumer,
Misleading Advertisement and Consumer and Imple-
mentation of Standard Weights and Measures & Pack-
aged Commodity Rules. Fifty – seven participants
attended the programme, which included the officials
from Department of Consumer Affairs, Block Develop-
ment Officers, faculty from various colleges, coordina-
tors of consumer clubs in schools, members of NGOs
and officials from Directorate of Capacity Building.
13th Training of Trainers Programme for the Faculty
Members of Training Institutions on Consumer
Protection and Consumer Welfare was organized by the
CCS, IIPA, New Delhi from September 27 – October 01,
2010. The Department of Consumer Affairs,
Government of India, sponsored the workshop under
the Plan Scheme on “Consumer Education and Training,
HRD Capacity Building”.
Thirty-three Trainers from
various Training Institutes
attended the workshop. The
objective of the programme
was to enhance the skills of
the participants in the area of
Consumer Protection and
Consumer Welfare, to acquaint them with the latest
developments in the area and also to enhance their
training skills.
Various themes were covered in this training
programme. Consumer Protection & Consumer
Dr. Rakesh Hooja, Director, IIPA,
with the Participants
Dr. Rakesh Hooja, Director, IIPA,
with the Participants
13th Training of Trainers Programme for the Faculty
Members of Training Institutions on Consumer
Protection and Consumer Welfare
69th OTP for the Presidents and Members of
District Consumer Forums
12th Training of Trainers in Consumer Protection
and Consumer Welfare at Gangtok
Vol. 3, No. 3, July –Sept 2010 Consumer Dialogue 3.
Welfare - An Overview was taken by Prof. Suresh
Misra. Consumer Protection Act and Rules were
covered by Ms. Sapna Chadah. Dr. Mamta Pathania
dealt with food safety myths and realities. The session
on Banking and Consumer was taken by Dr. Sheetal
Kapoor. A session on misleading ads and their impact
on the consumers was taken by Mrs. Pushpa Girimaji.
To develop basic trainer’s skills two sessions on
Training Techniques was taken by Prof. J. George.
Other themes covered were Transport and Consumer
by Sh. S.. K. Sharma, Insurance and Consumer by Sh. S.
M Tripathi, Legal Metrology-An Overview by Sh. B. N.
Dixit, Director Legal Metrology, Standardization and
the Consumer by Sh. V. K Singh, Working of Consumer
Redressal Agencies by Dr. Premlata. On the
concluding day the Prof. Rakesh Gupta, IIPA
distributed the certificates to the participants followed
by a formal vote of thanks by the programme directors.
The programme was directed by Prof. Suresh Misra,
Dr. Sapna Chadah and and Dr. Mamta Pathania.
An Inter School Poster and Slogan making
competition was organized by the Centre for Consumer
Studies, IIPA, New
Delhi in collaboration
with Gen X Consumer
Club of the Air Force
School, Subroto Park,
New Delhi on 28th
September, 2010. The
Department of Con-
sumer Affairs, GoI,
sponsored the competition. 20 Schools participated in
the competition. The objective of the competition was
to create awareness among the students about the
rights, duty and responsibilities of consumers and role
of individuals as consumers in the society. The
competition was done for two levels of students i.e. A –
Junior level (classes VII, VIII and IX) and Group B – Sen-
ior level (classes X, XI and XII). The topics of the
competition were Jagruk Grahak Surakshit Grahak for
Group A and Junk, the Junk Food for Group B. Six
students from Group A and six students from Group B
adjudged winner and accordingly awarded for their
posters. However, certificates were awarded to all the
participants.
The Supreme Court has ordered a hospital in
Kolkata to pay Rs 15 lakh to Mr. Prabhat Mukherjee for
not providing emergency care to his son. In this case
Suman, a second year student of Netaji Subhas
Engineering College, was hit by a bus on January 14,
2001, leaving him critically injured. Local residents
took him to Ruby Hospital, where his treatment began
after the locals paid Rs 2,000. Since the boy was
severely injured, he was required to be admitted in
ICU. But Dr Sarkar, the then emergency medical officer
asked to deposit Rs. 15,000 in advance for admission in
ICU. When they could not pay, this medical officer
allegedly removed the life support system. It has also
been claimed that the doctor also removed the oxygen
supply and asked the locals to take him to a
government hospital. By the time Suman was taken to
National Medical College and Hospital, he was dead.
Mr. Mukherjee repeatedly filed complaints
against hospital and Dr. Sarkar to the West Bengal
Medical Council, but the council turned down his plea.
Mukherjee then lodged a complaint with Medical
Council India, but it also turned down the appeal.
However, the State Health Department had directed to
close down the hospital after the complaint. Mukherjee
also filed a complaint with the National Consumer
Disputes Redressal Commission (NCDRC), which asked
Ruby Hospital to pay a compensation of Rs 10 lakh.
Later, Mukherjee moved to the Supreme Court. The
apex court held Ruby Hospital guilty of medical
negligence and directed the Hospital to pay Rs 15 lakh
to Mukherjee. Both SC and NCDRC had stated that criti-
cally ill patients cannot be refused treatment even if
they fail to pay.
Nowadays, junk text messages are a big nuisance
for the consumers who have mobile phones. Whether
you are sleeping, working, outside the country
unwanted SMSes are creating great annoyance.
Despite of regular instructions and orders, given by the
telecom regulators and consumer protection officials,
mobile operaters are not doing anything about this.
According to some estimates, the bulk SMS business in
India accounts roughly Rs 20 crore every month for
these mobile operaters. While many of the mobile
operaters are being benefited from the selling bulk
SMS, one of the leading operator, Bharti Airtel has
made a statement of its concern for inconvenience to
the consumer by becoming the first operator to exit its
bulk SMS business completely. This could set an exam-
ple for other operators to take similar decisions. If it
happens in near future there will be a great relief to
consumers.
Inter – School Poster & Slogan Making Competition
Bharti Exits Bulk SMS Business
Doctor held Guilty for not providing Emergency
Care to the Patient
Students making poster for the competition
the card, he was not a consumer according to the Consumer Protection Act. It also stated that he had filed a first information
report with the police regarding the transactions and therefore he could not move the consumer forum. Dissatisfied with the
judgement he appealed to the State Commission, which took a view favourable to him on both counts. It stated that filing of an
FIR would not debar the person from moving to the consumer forum. Moreover, even if he had not used his card, he would still
be a consumer in the eyes of the law.
The National Consumer Disputes Redressal Commission has ordered Royal Jordanian Airlines to pay Rs.500,000 as dam-
ages to a Punjab resident for refusing to fly him to Greece in time despite a confirmed air ticket, resulting in loss of job and prop-
erty there. In this case Nanak Singh originally from Jalandhar and working in Greece, visited India in early 2000. His re-entry visa
to Greece was valid till March 6, 2000. Therefore, Singh booked a ticket by Jordanian Airlines for March 2. A few days before the
departure date, he even confirmed his March 2 travel plans with the airlines to avoid last minutes blues. But when Mr. Singh
reached the Indira Gandhi International Airport to board the Jordanian Airlines plane on March 2, he was turned away on the
pretext that the airlines was over-booked and his seat was given to someone else. He was asked to come back on March 4. On
March 4, he was allowed to board the plane but immediately thereafter made to disembark on the same old pretext that his seat
had been given to someone else. The airlines refused to consider his plea that his failure to enter Greece by March 6 would re-
sult in loss of his job, property and livelihood. The airlines eventually flew him to Athens on March 25, but by then the damage
had already been done. The Greek authorities refused to allow Singh enter their country and summarily deported him back to
India. Later, the airlines flew him back to India and paid just $150 as “denied boarding” compensation. Distressed by the acts of
airlines Mr. Singh filed a case against airlines in District Forum for compensation of Rs.500,000 but the airlines made him with-
draw his complaint claiming that he could not have initiated action against it without the approval of the Indian government. Mr.
Singh, however, moved to the consumer court again in October 2003 after checking the facts with the government. This time he
sought damages worth Rs.1,850,000 but was awarded a relief of Rs.500,000. Then the said airline filed an appeal petition in the
State Commission and later in the National Commission but the plea was rejected at both stages.
A District Consumer Disputes Redressal Forum from Chandigarh directed a dentist named Ashima Kohli, to pay
Rs.57,200 compensation to the patient for extracting a wrong tooth. According to the complaint, Poonam Devi had gone to
Ashima Kohli’s private dental clinic as she had pain in her lower jaw. Before diagnoses she told Ms. Kohli that another doctor
whom she had consulted earlier suggested extracting the sixth tooth in the lower jaw, as it was infected. But Ms. Kohli did not
listen that and extracted the seventh tooth. This did not bring the patient any relief. On visiting a government doctor, Poonam
Devi found that the actual problem was still with the sixth tooth. When she approached Kohli, she misbehaved with her and her
husband and refused to meet them. Following this, they approached the consumer forum. The Consumer Forum referred the
medical reports to the Postgraduate Institute of Medical Education and Research (PGIMER) at Chandigarh. A special team of sen-
ior doctors was constituted to look into the matter, which gave its decision in the favour of Poonam Devi.
The incidence of negligence in customer care by airline companies is increasing day by day. In one of the incident, while de-
planing from an international carrier at Kolkata airport, Mr. Kallol Basu had fallen from a wet and wobbly staircase, flat on his
face. Basu had claimed that a senior stewardess had also no provided proper medical assistance to him then. He made numerous
correspondences with the airlines for this incident but no proper reply was made by the Airlines. Then he filed a complaint
against the airlines in consumer forum for the deficiency in service and four years after moving to the State Consumer Disputes
Redressal Commission, Basu finally received a verdict on May 27 this year. The Commission in its judgment order the airlines to
pay Rs 22,41,560 to Basu within 30 days from the date of the judgment, failing which the said sum would accrue interest at the rate
of 10 percent per annum for the period of default.
Over the last 60 years, the population of Delhi has almost increased by 25 times and so the demand for water. At the
same time the recharging capacity of ground water has decreased by the massive construction of paved area resulting in the
reduction of runoff water percolation. A status report on groundwater by the NCR Planning Board (NCRPB) reveals that the water
table in Delhi is dipping by 2 metres every year. The report says the city currently draws 0.47 billion cubic metres (bcm) of wa-
ter from the ground every year while only 0.28 bcm gets recharged. That means Delhi loses a whopping 0.19 bcm of groundwa-
ter in a year. Concerned about the fast depleting water table, the Department of Environment, Delhi Government has decided to
stop the illegal drawing of groundwater. The department through a circular issued on May 18, has ordered formation of an Advi-
sory Committee at each revenue area to check violations and seal illegal wells, seize drilling rigs and permanently disconnect
water supply. Actually the never ending demands of the growing population and changing lifestyle is to be blamed upon for the
depletion. However a responsibility to conserve the ground water also lies with the residents of Delhi. Here are some important
tips for water conservation: (i) use only as much water as you require, (ii) close the tap well after use, (iii) while brushing your
teeth do not leave the tap running, open it only when you require it, (iv) see that there are no leaking taps. Get a plumber to
come in and seal all leaks, (v) use a washing machine that does not consume too much water, (vi) do not leave the taps running
while washing dishes and clothes, (vii) install small showerheads to reduce the flow of water,(viii) Water in which the vegetables
and fruits have been washed can be used to water the flowers and ornamental potted plants, (ix) at the end of the day if you have
water left in your water bottle do not throw it away, pour it over some plants, (x) watch for leakages, bursting of water lines /
faulty water devices etc. and pass on the information regarding leakages etc. to DJB control rooms/concerned officials at the ear-
liest, and (xi) create awareness among your relatives and neighbours about water conservation.
Vol. 3, No. 3, July - Sept 2010 Consumer Dialogue 4.
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crkrs gS a A oS a MjfcY V fo”ofo| ky ; ds es fMdy l sa Vj ds “kks /kdrkZ vks a us ] ,d vuq l a /kku es a ikuh ds CyMiz s ”kj ij iM+ us okys iz Hkkoks a dh tka p dh vkS j ik;k fd ikuh ges a T;knk vyVZ j[ krk gSA ;gh ugha gekjs CyM iz s”kj dks H kh fu;a f= r djrk gSA “kks /kdr kZ vks a ds eq rkfcd] i kuh ihus l s gekjs uoZ l fl L Ve dh l fdz ;rk c<+ tkrh gS] ftl l s ge T;k nk v yVZ jgrs gS a A bl h dkj.k gekj k CyM iz s ”kj H kh c<+ rk gS v kS j , uthZ dk [ k pZ H khA bu f jl pZ jks a us l cl s igys ikuh v kS j CyM iz s ”kj dk ; g fj”rk 10 o’ kZ iw oZ cs jks j¶ys Dl st [ kks pq ds ejhtks a esa ns [ kk FkkA cs jks j¶ys Dl s t og fl LVe gS tks CyM izs ”kj dks ukWeZ y jsa t esa j[ krk gSA yhM fjl pZ j iz ks Qs l j Ms foM jkWcVZ l u ds eq rkfcd] ;g v kWCtos Z ”ku m u ds fy, fcY dq y gS jku djus okyh Fkh] D;ks a fd vc rd LVw Ms a V dks ;gh i<+ k;k tkr k Fkk fd ikuh dk CyM iz s ”kj ij dks bZ iz H kko ugha iM+ rk gSA gkyka fd ftu ;q okvks a es a cs jks j¶ys Dls t l yker gks rk gS ] mues a iku h ls CyM iz s ”kj u gha c<+ rkA ys fdu fjl pZ jks a us ;g H k h i k; k fd ikuh fl a is FkfVd uoZ l fl LV e ,fDV foVh dks c<+ krk gS vkS j os l Y l dks VkbV djrk gSA
i ku h l s fu ;af= r gksr k gS CyM i zs ”kj!i ku h l s fu ;af= r gksr k gS CyM i zs ”kj!i ku h l s fu ;af= r gksr k gS CyM i zs ”kj!i ku h l s fu ;af= r gksr k gS CyM i zs ”kj!
{ kerk ls vf/kd ;k =h g q, rk s ug h a fe ysx k { kerk ls vf/kd ;k =h g q, rk s ug h a fe ysx k { kerk ls vf/kd ;k =h g q, rk s ug h a fe ysx k { kerk ls vf/kd ;k =h g q, rk s ug h a fe ysx k Dy se& , ulhMhv k j lhDy se& , ulhMhv k j lhDy se& , ulhMhv k j lhDy se& , ulhMhv k j lh
d sUn zh;d r̀ f”kd k;r fu okj.k r a= cu kus d h d ok;nd sUn zh;d r̀ f”kd k;r fu okj.k r a= cu kus d h d ok;nd sUn zh;d r̀ f”kd k;r fu okj.k r a= cu kus d h d ok;nd sUn zh;d r̀ f”kd k;r fu okj.k r a= cu kus d h d ok;n
Hkzked foK kiu ksa i j yxke yxku s d h r S;kj hHkzked foK kiu ksa i j yxke yxku s d h r S;kj hHkzked foK kiu ksa i j yxke yxku s d h r S;kj hHkzked foK kiu ksa i j yxke yxku s d h r S;kj h