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.

ccs.iipa@gmail.com

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