Lok Sabha Question No. 281 (STARRED), answered on 2018-08-07
Subject: Rights of Consumers
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: N.K. PREMACHANDRAN

## Government of India Ministry of Consumer Affairs, Food and Public Distribution

## Department of Consumer Affairs

## LOK SABHA STARRED QUESTION NO. *281

TO BE ANSWERED ON 07.08.2018

## RIGHTS OF CONSUMERS

## *281.   SHRI N.K. PREMACHANDRAN:

## Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h be pleased to state:

- (a) whether it has come to the notice of the Government that the rights of consumers as per the warranty given by the manufacturers and dealers are not protected/honoured in time;
- (b) if so, the action taken thereon;
- (c) whether it has also come to the notice of the Government that the distributors and sellers do not take the responsibility of rectifying/resolving the complaints on the products sold by them;
- (d) if  so,  the  action  taken  by  the  Government  to  make  the  dealers  and  sellers  liable  for rectifying the complaints on goods purchased; and
- (e) whether  it  has  further  come  to  the  notice  of  the  Government  that  the  toll  free  system maintained by companies for registering the complaints on the goods purchased does not give receipt and fails to attend to the complaints in time and if so, the action taken by the Government to address the issue?

## ANSWER

miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h ¼Jh jke foykl ikloku½

THE MINISTER OF CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI RAM VILAS PASWAN)

(a) to (e) : A Statement is laid on the Table of the House.

*****

## STATEMENT REFERRED IN REPLY TO PARTS (a) TO (e) OF LOK SABHA STARRED QUESTION NO.*281 FOR 07.08.2018 REGARDING RIGHTS OF CONSUMERS.

----------------------------------------------------------------------------------------------------------------------

(a) to (d):  In some cases complaints are received  in  the National Consumer Helpline (NCH), set up by the Department of Consumer Affairs, regarding delay in providing services, non-providing of  after  sales  services,  etc  by  the  manufacturers/  their  authorized  service  centres  during  the warranty  period.  Such  complaints  are  taken  up  with  the  concerned  companies  by  the  NCH  for redressal.

Further, under the provisions of the Consumer Protection Act, 1986, a consumer can file a complaint relating to a defective product or deficiency in service or any unfair trade practice before a  Consumer  Forum  of  appropriate  jurisdiction  for  redressal.  If  the  complaint  is  upheld  by  the Consumer Forum, it can order the opposite party, inter alia, for removal of the defect/deficiency, replacing the goods with new goods, return of price to the complainant.

(e):  As  reported  by  the  NCH,  while  lodging  complaints  with  NCH  consumers inform  about  the delay in  getting  response,  and  unsatisfactory  redressal  after  they  contacted  customer  care  of  the company at the first instance.  To make the consumer grievance mechanism effective, the NCH has partnered with more than 450 companies under its convergence programme. Complaints relating to these companies are directly transferred to the Nodal Officer online and further pursued by NCH with the companies.

*****