1

Two Day Workshop on

“Consumer Protection & Consumer Welfare”

on

April 20-21, 2013

in collaboration with

IIPA, Odisha Regional Branch, Bhubaneswar

The Centre for Consumer Studies, IIPA New Delhi in collaboration with IIPA, Odisha

Regional Branch, Bhubaneswar organized Two Day Workshop on “Consumer Protection &

Consumer Welfare” on April 20-21, 2013. The workshop was sponsored by Department of

Consumer Affairs, Government of India. More than 52 participants participated in the

seminar which included academicians, researchers, Members of IIPA Regional Branch and

students. The objectives of the Workshop were to: appreciate the need and importance of

Consumer Protection in market economy; understand the provisions of the Consumer

Protection Act and other legislations having an impact on consumer protection; enhance

their knowledge and skill relating to services and products; help understand the process of

grievance redressal and filing of complaints; and build their capacity in the area to enable

them to take the consumer movement forward. The workshop provided a platform to the

participants to share their views and deliberate on various issues relating to the Consumer

Protection Act and the impact it has made in the 25 years of its enactment.

The workshop began with Welcome Address by Dr. Pratip Kumar Mishra, Hony.

Secretary, IIPA Odisha Regional Branch, Bhubaneswar. Welcoming the participants and

dignitaries, he provided an overview of the workshop. He said that the basic objective of the

workshop is to create awareness on issues of consumer protection as part of our endeavour

to develop a system of good governance. Consumerism is a social movement concerned

Dignitaries in the Inaugural Session

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Shri D. K. Roy, IRS (Retd.) delivering the Keynote Address

with protection of interests of consumers against the powerful business. Inspite of so many

legislations the consumers are being exploited and subjected to unfair trade practices. This

necessitates that the consumers must be informed so that they can make the right decisions

in the market. With the objective to create awareness among various stakeholders who can

take the awareness to the grass root level the workshop has been organised.

The Keynote Address on the occasion

was delivered by Shri D. K. Roy, IRS (Retd.).

Tracing the national and international

developments in the area of consumer protection

he emphasized that business tries to take

advantage and consumers are a vulnerable lot.

Thus they must be protected. He said that the

consumer movement started in 1970s as a result

of the dynamic economic conditions prevailing

nationally as well as internationally which

required extension of proper protection to consumers. The U. N. also provided directions in

1985 for member for countries to adopt adequate measures protection to the consumers. In

pursuance of these guidelines the Consumer Protection Act came into force in 1986. The

Consumer Protection Act is a progressive legislation meant to provide better protection to

the consumers. It is the ‘Magna Carta’ of Consumer Rights. We have the best legislation on

consume protection but there is a need to see how the basic provisions of the Act are to be

implemented.

Dignitaries lighting the lamp

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Before 1986 the consumer had two options; to take remedy under outdated laws or

be exploited. The Consumer Protection Act has provided a third option; it has opened a new

door for the consumers. The objective of the Act is to give speedy and inexpensive justice. It

gives a remedy against defective goods, deficient services and also other kind of exploitative

practices. The pecuniary jurisdiction of the three tier redressal mechanism has been

provided. Under the Act a number of reliefs can be given by the forum like replacement of

the product, refund of price, etc.; however, the most distinguishing feature of the Act is the

award of compensation to the consumer for the damage suffered. The Act is also a potent

weapon against unfair trade practices. But at present there is need to include under the Act

all the governmental services including those provided free as inspite of opening of the

markets the government still remains the biggest service provider. Many restrictive and

unfair trade practices are rampant in various sectors which affect the consumers daily. With

commercialisation and commodification of services there are private players which are not

very efficient and effective. There is need for stringent rules to regulate these private players.

He emphasized on the need for consumer education and awareness. Consumer

firstly must know what is he buying, why and from whom? And what he is paying for it. Then

he must also know how he can get redressal if something goes wrong. With the technology

becoming more and more complex and more elaborate marketing, there are greater chances

of exploitation. More complex the life becomes, higher is need for the consumer to be

informed. The business also has a duty to disclose correct and full information to the

consumers.

The programme was inaugurated by

Prof. Suresh Misra, Chair Professor &

Coordinator, CCS, IIPA. He in his a address

said that we do refer to the consumer as ‘King’

or ‘Sovereign’; but in reality he is a king

without a kingdom, crown and powers. He is a

silent sufferer who is being cheated by the

organized and powerful business. Sharing

some of the finding of a recent study,

conducted by CCS to assess the impact and

effectiveness of the Consumer Protection Act; he lamented that even after 25 years of the

enactment of the Act still the machinery under the Act is riddled with problems and difficulties

making justice delivery to the consumers difficult.

Prof. Suresh Misra, Chair Professor & Coordinator, CCS, IIPA addressing the participants

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He said that with the fourth Amendment which is in pipeline, a study was conducted

by Centre for Consumer Studies to assess the “Impact and effectiveness of Consumer

Protection Act” during the last 25 years. The study was conducted in five states and Odisha

was one of them. Puri and Balasore were the districts selected for the study. In five States

112 District Forums and more than 3000 consumer respondents were covered. The study

has brought some astonishing facts and findings and reveals that the exploitation of

consumers is still rampant. The study indicates that consumers are being exploited in

various forms in the market where in 55 percent have experienced adulteration, 47 percent

short weighing, 50 percent have been victim of overcharging, 43 percent had received poor

quality product, 35 percent had deficiency in services, 41 percent had an experience of

defective goods and 37 percent are victims of false information. The level of awareness

among the consumers is still very low, only 32 percent of the consumers know about the

existence of the Act and the awareness is much less in the rural pockets where 75% of the

consumers are totally unaware about the Act. The awareness in going up merely because of

states like Gujarat and Karnataka. What is more surprising is out of those who know about

the Act, only 10% know as to what are the rights. The awareness about the six rights under

the Act is further low indicating the low level of awareness. The younger generation which is

spending more has lesser information.

As per the study only 25 percent of the consumers always enquire about the terms

and conditions before making a purchase, rest do not and only 26% insist on cash memo.

The moment trader says that VAT will be charged, the consumer is not interested in taking

the bill. If we look at the working of the forums the situation is dismal. Consumers also shy

away from filing complaints; of all those who were surveyed, only 4 % went to the District

Forums. 66% of those who went said the District Forums are not consumer friendly. 73

percent complaints take more than 3-5 months to be disposed of. 70 to 80 percent who have

approached the District Forums have done that through the lawyers and that is the major

reasons for delay. He said that there is general apathy among the consumers to approach

the forums due to the time and cost involved. Due to the involvement of advocates and

adherence to technicalities of CPC the forums are slowly becoming civil courts. In most of

the Forums the complaints filed per month are less than 15 and in Maharashtra they are

clubbing and closing down the forums as complaints are not being filed. The Act is wonderful

but its implementation is tardy. This has greatly shaken the consumer confidence in the

machinery which was meant to give speedy and quick justice to the consumers.

The consumer fora are becoming replica of civil courts. Frequent adjournments are

being asked. 15% of the lady members were housewives before joining the system and have

no capacity to write judgments. The quality of members is poor and appointments are not

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made in time. There is need for proper screening through a examination process before

members are appointed. Less than 15 complaints are being filed in 40% of the fora. If you

see total number of complaints then the daily average is only 1.4 complaints filed per day/

per fora. 80% complaints filed relate to service sector even though each sector is having a

regulator. There is need to strengthen the regulatory framework of the service sectors.

The filling of vacancy is not done in time and therefore, there is lack of quorum. The

basic problem is with the workload of Public Distribution and therefore, Consumer Affairs is

not the priority area for the Department in the states. The Department of Consumer Affair is

with PDS. PDS is a priority area and takes majority of time. For Consumer Affairs to take

precedence there is need for separate department. Good thing is that we have a very good

legislation and awareness is increasing; but we still have a long way to go.

Another problem is that the members are not paid proper honorarium because of

which good people are not joining the forums. There is need for better honorarium and better

conditions of service. The situation is not only depressing but alarming. The minister has

taken cognizance and we are hopeful that situation will improve. We all are silent sufferers

and we do not want to take up the matter. Herein the sensitivity of service providers also

needs to be increased. At present the consumers are unorganised just like labour. But the

business is organised and strong. They have their own forums which take care of their

interest. This necessitates the need for consumer awareness otherwise it will be difficult for

consumers to protect themselves against the mighty traders.

Shri S.C. Hota, Chairman, IIPA, Odisha Regional Branch in his Presidential Remarks

said that India is a democratic polity for the welfare of the people but still there is high

inequality among consumers - rich and poor, urban and rural divides are there. Due to this

they are given different treatment by the traders and service providers. The consumers are

vulnerable; and this vulnerability is increasing further in times of inflation and scarcity.

Among the service providers, the government is the biggest provider but still consumer

welfare is not a priority for state governments and they take it in a very indifferent manner.

There is total apathy from the civil society. A supplier of good/ service is also a consumer of

other sectors. Disappointing fact is that when both government and society do not take the

issue seriously then it is duty of the elite to take concrete steps. In such a scenario it is the

duty of the various stakeholders’ viz. academicians, VCOs, elite of the society to take

awareness to the grass root level.

Shri Damodar Pradhani, OFS, Spl. Secy., Govt. of Odisha & Hony. Treasurer, IIPA,

Odisha Regional Branch presented a Vote of Thanks on the occasion.

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There were a number of technical sessions covering the legislative and policy

framework and a number of service sectors and rights and duties of consumers viz-a viz

these. There were sessions on Consumer Protection and Consumer Welfare- an Overview,

Globalisation & Rural Consumers, Consumer Protection Act, Banking and Consumers,

Media and Consumers, Consumer Education and Awareness, Medical Service and

Consumers, Street Food & Safety of Consumers, Insurance and Consumers, and Working of

Consumer Redressal Agencies.

Prof. Suresh Misra, Chair Professor and Coordinator, CCS, IIPA, speaking on

“Consumer Protection and Welfare” said that the concept of consumer protection revolves

around the notion that consumers must get value for money. They must be aware of

contents of the item, guarantee of safety, awareness of policies and practices which affect

their finances. Finally they must have recourse for breach of any of duty by the trader. We

say that approaching the forums should be last resort and there must be some mechanism

at the level of the company for quick redressal; but it is not there that’s why more people are

forced to go to the forums. He highlighted the impact of globalization and liberalisation on the

consumers and how new technological developments have given rise to consumerism. He

also highlighted through statistical data the plight of consumers in the country and how he is

being exploited daily in various transactions. He emphasised that business starts with

consumer and ends with consumer satisfaction. The consumers need to be educated about

their rights and responsibilities so that they can take a rational decision in the market. He

said the consumers must be careful while buying a product or availing a service. Prof. Misra

also traced the development of the consumer movement and law.

Dr. Geetanjali Dash, Professor,

Department of Social Science, Fakir Mohan

University in her presentation on “Globalisation

and Rural Consumers” said that impact of

globalization is enormous especially on rural

consumers. The multinational companies are

now looking for the rural markets to tap the

potential therein. This is mainly due to rise in

income and increase in purchasing power of

the rural masses. Due to the increase in income

the number of middle class in rural and urban

areas is almost equal in number. The lower

class is residing in rural areas. Much of the success of business and expansion in rural

Dr. Geetanjali Dash, Professor, Department

of Social Science, Fakir Mohan University

giving a presentation on “Globalisaiton and

Rural Consumer”

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areas can be ascribed to media as well. The farmers, women and children are the real target

of FMCG products. Growth rate of FMCG is the higher in rural markets and 53% of the

market share for FMCG is the rural market. The business is trying to target the younger

population through fast food and soft drinks and women through cosmetics. Farmers are

also being targeted. There are various challenges – lack of awareness, unequal and

heterogeneous geographical spread. Besides this rural people want products at cheap price

and so spurious products are also rampantly sold there. There is need for state and civil

society organizations to gear up to raise awareness among rural masses. Awareness,

availably, affordability and acceptability are the key issues in rural markets.

Shri S.C. Hota, Chairman, IIPA, Odisha Regional Branch in his Concluding Remarks

said that both business ethic and consumer awareness are important. We say consumer is

the king but without information can he be a king. The consumers have to become organised

and government has to take more steps. Business will be careful only when deterrents

become severe. It is a time for civil organisations to be more effective.

Dr. Sapna Chadah, Assistant Professor, CCS, IIPA, in her presentation on

“Consumer Protection Act” traced the development of law and policy relating to consumer

protection. She said that the aim of Consumer Protection Act is to provide better protection

to the consumers. The purpose is to provide a quick, speedy and inexpensive redressal to

the consumers, which is hassle free. There are six rights provided to consumers under the

Act which are –right to safety, right to be informed, right to choose, right to be heard, right to

seek redressal, and right to consumer education. The Act provides for three tier redressal

mechanism at the Centre, State and District level and the pecuniary limits are specified for

these. These are quasi-judicial bodies which follow Principles of Natural justice and

summary procedure and are supposed to dispose of the matter in 3 or 5 months. The

Shri S.C. Hota, Chairman, IIPA, Odisha Regional Branch

delivering his Presidential Remarks

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procedures are simple and consumers can approach forums on their own and do not need

advocate. The need is to build consumer confidence in the redressal mechanism provided

under the Act. For that it is required to provide time bound redressal and manage the

pendency of cases.

Shri G. B. Sarangi, Retd. GM., S.B.I.

speaking on Banking and Consumer provided

an overview of the kind of services provided by

the banks and redressal mechanisms-internal

and external, available in the banking sector.

RBI as the regulator is custodial of all banks. To

oversee the working of the banks it has

appointed various committees from time to

time; recent being Damodaran Committee

which has proposed a number of

recommendations for improving customer satisfaction in the banking sector. He said Bank

services are much better as compared to other services but these need further improvement.

Extension of banking services in rural areas is required for inclusive growth. He emphasized

on the need for extending speedy, efficient, fair and courteous customer service in banking

industry. With the introduction of plastic money and based products there is need for

ensuring secure banking. Explaining the redressal mechanism in the sector, he said that

banking consumer has internal grievance redressal mechanism which is a win-win situation

for both. There is also provision for Banking Ombudsman in case customer is not satisfied

with internal redressal. Referring to the chit fund fraud, he said we are not very watchful

while purchasing financial products. There is ned for financial literacy and consumer

awareness on these issues.

In the session on “Media and Consumer”

Dr. Chitra Kanungo, Associate Professor, Political

Science, Chairperson of the session in her

opening remarks said Media can be very powerful

medium in creating awareness among the

consumers through various programmes on

consumer issues. Media is a check on various

activities which affect the citizens as consumer.

However, at present it is not playing an active role

Shri G. B. Sarangi, Retd. GM., S.B.I. speaking on Banking and Consumer

Dr. Chitra Kanungo, Associate Professor,

Political Science, chaired the session on

“Media and Consumer”

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in the area for various reasons and misleading Ads are a major concern.

Prof. Mrinal Chateerjee, Professor, IIMC, Dhenkanal and Shri Dilip Bisoi, Journalist,

Financial Express, Bhubaneswar speaking on “Media and Consumers” highlighted the

expected role required from media. They primary function of media is to inform and work as

a watchdog. Besides this media also performs the function as interpreter, a carrier of value,

entertainer. People engage with media basically for the purpose of understanding issue and

to get information. Media influences attitudes, perceptions and decision-making. Through

media consumer can be made aware and educated about their rights and encouraged to

exercise them. For this there is need for regular consumer awareness / grievance column in

print media / programme in radio / TV like question answer or phone in programmes could

be a good format. Periodic discussion must be there in media on consumer welfare. More

stories must be there in news media related to consumer problems / redressal system.

The question however remains will mainstream media provide space for consumer

issues? Some media houses are doing this, but still there is not much coverage as is

expected, in its role as an opinion maker. Today consumer is at a loss because he is not

able to make a right choice. Media has become vicious. It is controlled. It, therefore, is not

projecting consumer interest and highlighting consumer problems. It is misguiding us and

plays a dubious role by making our lives miserable. Media has very few experts in this field.

Further there is problem of misleading ads. They emphasized that ads no doubt are major

source of revenue for both print and electronic media; still there is need to control the ads

which pass on misleading and wrong information. It was also emphasized that there is need

for a regulator to curb this menace. They also suggested that consumers must raise their

voice and use media to highlight their problems; many it be social media.

Dr. Saroj Kumar Sahu, Hony. Secretary I.M.A., Bhubaneswar speaking on “Medical

Service and Consumers” said that health is a Constitutional right under Article 21 of the

Constitution. Besides this there are number of laws which provide relief for medical

negligence. Medical service also comes under the purview of the Act as it has been clarified

by 1995 S. C. judgment. However, a simple error of judgment is not negligence but he is

negligent only when he falls short of minimum standard required under the law. The doctor

has a duty to listen to the problems of the patient and reply to all his queries. There is always

a need for informed consent. There are duties specified for doctors and if there is breach of

those duties as a result of which the patient suffers, it is a case of negligence. The doctor

must possess skill and knowledge of an ordinary doctor in that field.

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Shri Subrat Panigrahi, Director, IQEMS, Bhubaneswar presenting on “Street Food

and Safety of Consumers” provided an overview of the new regulatory mechanism under the

Food Safety and Standards Act, 2006 and also highlighted the hazards of street food. He

said that now we have one common food safety law which will regulate the whole sector; this

is a new challenge to us. The objective is to consolidate the laws relating to food to establish

Food Safety and Standards Authority of India for laying down standards. He highlighted the

important features of FSSAI Act in comparison to PFA. He highlighted the functioning of the

FSSAI and some regulations framed by it till now. It needs to be seen what various

stakeholders – consumers, industry and implementers can do to make food safe for

consumption. Talking about street food he said 18% consumers consume street food on

daily basis because of various reasons. There is National Policy on Urban Street Vendor

2004 to regulate these. Hygiene is the main problem with street food. None of the street food

vendors have water supply. Some even suffer from various diseases; all this puts the safety

of the consumers is at risk.

Prof. Suresh Misra, Chair-Professor & Coordinator, CCS, IIPA, New Delhi speaking

on “Consumer Education and Awareness” said that Education is theoretical and awareness

is its implementation in the field. Awareness can be brought only when education is taken to

the field. Consumer education is a continuous learning process. It aims to develop the

knowledge, understanding and skills that everyone needs in the present consumer society. It

helps to develop confidence and skills to complain effectively and resolve problems; better

understand and manage the implication of his transactions and recognise the wider social

and economic impact of our decisions. The government has taken various initiatives for

creating awareness but that is not sufficient. Consumer protection requires involvement of all

the stakeholders. There is need to percolate the information to others - in family, friends and

to people in interior and tribal areas. It needs simple strategies to take the awareness at the

grassroot level like ‘each one teach one’. Involvement of schools, colleges and educational

institutions is required as they can educate the students who can take awareness to various

sections of the society. Pass on information to others and how to apply this information.

Extension is the order of the day.

Mr. Monoj Satpathy Business Head, IFFCO TOKIO, Odisha-Jharkhand and Shri

Satya Narayan Nanda, Manager, Oriental Insurance spoke on “Insurance and Consumer”.

Shri Manoj Satapathy said that insurance is a risk mitigation service. It is a contract of

indemnity. He explained the basic principles of insurance. Insurance is a contract and is

regulated strictly by law Remedies are available with insurance ombudsman, IRDA and

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Dr. Pratip Kumar Mishra, Hony. Secretary, IIPA, Odisha Regional Branch delivering

the Welcome Address

under Consumer Protection Act. Policyholder’s Protection regulations take adequate care of

interest of the consumers.

Mr. Satya Narayan Nanda explained the various kinds of General Insurance products

provided by Oriental Insurance. The consumers’ right to know the scope of cover, right to

receive appropriate cover and right to get redressal are some of the basic means of

protection for the consumers. Explaining th redressal mechanism he said that there is in built

protection in policies. Besides this there is Arbitration clause for arbitration under Arbitration

Act. Grievance Redressal Mechanism in form of Insurance ombudsman is there. Award

given by the Insurance ombudsman is binding on insurer. Consumer can also approach

consumer forums for deficiency in service. The Insurance Regulatory and Development

Authority is the insurance regulator which controls the sector through various regulations and

overall supervision. The Policyholders protection Regulations have been provided by IRDA

for guarding the consumers.

Shri Kedar Nath Jena, Sr. Advocate in the session on “Working of

Consumer Redressal Agencies” provided an overview of the working of the consumer

forums and Commission in the state of Odisha. He also highlighted the problematic areas in

the functioning of the forums in the state. He said both the Commission and the forums are

facing infrastructure problems, vacancies, non-availability of trained staff and financial

crunch. As a result of low level of consumer awareness coupled with the malfunctioning of

the machinery has led to low filing and low rate of disposal. Very few cases are being

disposed of by the fora. He also emphasized on what needs to be done to make it more

effective and efficient.

The Valedictory Session began with

Welcome Address by Dr. Pratip Kumar

Mishra, Hony. Secretary, IIPA, Odisha

Regional Branch. Prof. Suresh Misra, Chair-

Professor & Coordinator, CCS, IIPA, New

Delhi providing an overview of the Workshop

said that the Workshop is culmination of the 3

months efforts by the CCS and Odisha

Branch. He also thanked Shri Madhusudan

Padhi, Commissioner cum Secretary,

Department of Food Supplies & Consumer

Welfare, Government of Odisha for his help during the study on Impact and Effectiveness of

CP Act. He said that Mr. Padhi gave an insight into the working of the forums and also

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Shri Madhusudan Padhi, Commissioner cum

Secretary, Department of Food Supplies &

Consumer Welfare, Government of Odisha

delivering Valedictory Address

provided a number of suggestions which will go a long way in improving the functioning of

fora. The system is not working as it should but it is in place. It is for consumers to become

aware and demanding. In this workshop we have tried to include topics which affect all of us

daily. We had session on globalisation, banking, insurance, medical services which touch

our daily life. The success of the programme depends on the participation of the participants.

Here we had limited people but they were interested in the topic and were involved from

morning till end. The questions were many but time became a limitation. The deliberations,

were of high standard. As regards outcome is concerned we will plan something for larger

audience for the rural consumers. It is important what you carry forward the message to

others as well, irrespective of where you live. There is need to carry forward the message

and at least ‘each one teach one’. He also thanked the Chairman and office bearers of the

IIPA Odisha Branch for all the support in organizing the programme.

Shri Maqbool Ali, Member, IIPA Odisha Regional Branch presented the Proceeding

of the Seminar.

Shri Madhusudan Padhi,

Commissioner cum Secretary, Department of

Food Supplies & Consumer Welfare,

Government of Odisha in his Valedictory

Address highlighted the various initiatives

taken by the government of Odisha in the

area of consumer protection. He said that

besides the six rights the consumers have

under the Act, there is need to create

awareness and strengthen forums. This will

build consumer confidence in the system and

make consume justice assessable to the

consumers. There is scope of compensation

under the Act which is not there under other laws. If implemented in letter and spirit this law

can provide great relief to the consumers. It is an overaching Act over other legislations.

These things need to be told to the consumers and circumstances in which they can avail

the remedy. Besides defects in goods and deficiency in services, the consumer can

approach the fora for Unfair Trade Practices, which are many and rampant in the market.

Even misleading advertisements fall under the category of UTP. It is not that only illiterate,

unaware prople are falling prey to these unfair practices but even the knowledgeable people

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Shri S.C. Hota, Chairman, IIPA, Odisha Regional Branch

in his Presidential Remarks

are falling prey to these. The recent chit fund scam is a clear example which has affected all

equally. People have been cheated with false promise of doubling the money in 1-2 years.

He said that the Department is perusing a number of issues for the welfare of people.

For awareness campaign the government is spending a lot of money. Many officials are

busy in PDS so support for consumer welfare is lacking. But arrangement of dedicated

officials at district level and separate directorate are being worked out. The functioning of the

District Forums and State Commission is also being looked into to revive the system to give

relief to consumers in time bound manner. The state Consumer Disputes Redressal

Commission has been revived and interviews for Presidents and Members of District Forums

are being done and the process of filling up vacancies is on. One of the major problems is

the dismally low honorarium of members beause of which good and capable people are not

applying for the post. This is even giving rise to corrupt practices which is hampering justice

to people. Chances of unethical practices will increase if the situation continues. The

disposal rate of these foras is more than 90 percent. Things are improving and hopefully

position will become better. He emphasized that Indian economy is based on consumers. so

there is need to assure better quality to them which is possible through better standards. If

these aspects are looked into economy will grow as there will be more consumption. This

Act is in line with modern democracy. Two aspects awareness and redressal need to be

looked into for better impact of the legislation.

Shri S.C. Hota, Chairman, IIPA, Odisha Regional Branch in his Presidential Remarks

said that there has been extensive deliberation and participation. It is very vast subject which

effects all of us and so interests us all. A democracy committed to welfare concept seizes to

be democratic when it fails to protect the citizens and all consumers are citizen. They need

to be protected against organised business. Consumer keeps himself aloof and is alone. A

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sizable quantity of PDS commodities is being siphoned off due to the absence of

cooperatives of the consumers. Consumers understand it but are not able to do anything as

they are unorganised. We as consumers also succumb to the greed and that’s why many

have invested in chit funds. We deliberately invite trouble. Govt. is biggest supplier of goods

and services. Through RTI Act now true state of affairs is coming out and transparency is

coming as people are demanding for it.

A good government must be capable of taking decisions. If you are not able to decide

it is governance deficit; and this is affecting consumer welfare. In most of the states

consumer affairs is a non-priority area. It is a mockery of the system. When you identify the

problem there is need to deal with it. The consumers also need to organize and raise their

voice. A single voice does not catch attention it is organised voice which makes difference in

democracy. Even the civil society organizations are more active in RTI but that zeal and

galvanised effort is not found is consumer movement as same intensity is not there. If the

central Act has been articulated the way it was contemplated, the things would have been

different.

The programme ended with a Vote of Thanks by Shri Damodar Pradhani, OFS, Spl.

Secy., Govt. of Odisha & Hony. Treasurer, IIPA, Odisha Regional Branch.

(Sapna Chadah) (Suresh Misra)

Programme Coordinators

Shri Damodar Pradhani, OFS, Spl. Secy., Govt. of Odisha delivering a Vote of Thanks