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Grassroots Reachout and Networking in Rajasthan
through Consumer Action
GRANIRCA
Detailed Report on
District Level Training Workshop
Year 2012
Consumer Unity &Trust Society (CUTS) 277, Sindhi Colony, Bhaskar Marg, Bani Park, Jaipur–302016,
Ph: 91-141-533259, 2282821 Fax: 91-141-4015395
Email: [email protected], [email protected]
Webpage: www.cuts-international.org/cart/GRANIRCA
CUTS CART
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1. Background
Consumer Unity & Trust Society (CUTS) is pursuing social justice and economic equity
within and across borders. CUTS serves on several policy-making bodies of the Government
of India. CUTS was responsible for the enactment and strengthening of the dynamic
Consumer Protection Act (COPRA), 1986, the likes of which has not been seen anywhere in
the world. It developed a draft National Consumer Policy at the request of the Ministry of
Consumer Affairs (MoCA), Government of India (GoI).
Continuing with the interventions in the area of consumer education and protection, CUTS
signed a Memorandum of Understanding with the MoCA, Food and Public Distribution, GoI,
to implement a unique project, entitled GRANIRCA, on January 08, 2010, which envisage to
build a strong consumer movement at the grassroots by equipping consumer activists with
skills and creating a networking of zealous grassroots activists through intensive training,
capacity building and orientation programmes on relevant consumer protection issues. The
project is being implemented in 12 districts of Rajasthan, representing all seven divisions of
the state.
District Level Training Workshops (DLTWs) are one of the most important activities of the
project, which not only help developing the capacities of consumers through structured
trainings but also creating barefoot lawyers, who, in turn, be able to form a core group of
activists, which will further work as consumer friends in their territories even after the
project. In the year 2012, DLTWs were conducted in each of the 12 districts of Rajasthan to
propagate the rights and responsibilities of consumers at the grassroots and initiate a dialogue
with the people, in between the people and redressal agencies and among buyers and sellers.
These meetings generated curiosity and demand among the mass for exposure and
acquaintance with the process and procedures for approaching the existing appropriate
authority for redressal of grievances, which becomes the ground for DLTWs.
2. Introduction
The COPRA, 1986, has come as a panacea for consumers all over the country and become
the most important legislation enacted in the country during the last few decades. It has
become a vehicle for enabling people to secure speedy and inexpensive redressal of their
grievances.
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Despite various measures taken by the government and several consumer organisations
working on the issue, a majority of Indian consumers are still not aware of the provisions of
the COPRA, 1986, and its implementation mechanisms.
As per the survey report commissioned by the Comptroller and Auditor General (CAG) of
India, a whopping 78 percent consumers feel the government is not making efforts for
safeguarding consumer rights, leaving the consumers to grapple with "market forces" at a
time when increase in prices of commodities, arbitrary profit margins and delays in
redressing consumers' grievances have become the order of the day. Consumers spend as
much as 82 percent on lawyers‟ fees in consumer courts, defeating the very purpose for
which the COPRA was enacted.
Most of the consumers are not aware that they can represent themselves in consumer courts
through a simple complaint. The recently conducted survey in 12 districts shows that very
few (less than three percent) complaints are represented by consumers themselves, without
engaging any advocate. Amendments in the Act are promoting engagement of advocates,
making the process complicated.
Therefore, it necessary to build a strong consumer movement at the grassroots, by equipping
the consumer activists with knowledge and skills through intensive training, capacity building
and orientation programmes on consumer protection issues, to create an enabling
environment at the grassroots.
2.1 Objectives of DLTWs
Understanding the consumer protection issues and the status of redressal mechanisms
and awareness generation among the common consumers, especially in rural areas;
Building up of a large group of aware and literate grassroots activists, who, in turn,
can mobilise and assist illiterate and helpless consumers to access consumer justice
and uphold their rights;
Creating a vibrant network of small consumer organisations, groups and interested
individuals, extending down to the block level;
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Enhancing the capacity of identified CSOs to handle emerging and relevant consumer
issues woven around the basic needs, ensuring improvement in service delivery and
playing the “watchdog” role in their respective districts; and
Building blocks for strengthening and sustaining consumer movement at the
grassroots.
2.2 Target Group
a. Activists working on consumer protection issues; and
b. Common consumer/people.
2.3 Resource Persons
a. Retired and present officials from link departments;
b. Lawyers; and
c. Present and past elected representatives belonging to Panchayats, Nagar Parishad
and Zila Parishad.
2.4 Duration: Two days
2.5 No. of Participants: Average 52
2.6 Methodology
a. Session wise speeches on various consumer issues;
b. Group exercises;
c. Panel discussions;
d. Demonstration through audio-visual; and
e. Simulation exercises.
2.7 Material Distributed
Training Manual, Pamphlets in Hindi and Hands Outs on various consumer issues
2.8 Resource Persons: Apart from GRANIRCA team members (Deepak Saxena, Amarjeet
Singh, Arjun Kant Jha, Dharmendra Chaturvedi, Abhimanyu Singh and Jai Shree Soni),
CUTS also availed the services of locally available subject experts, along with the District
Partner.
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2.9 Workshop Schedule, Participants and Resource Persons: Apart from participants,
people from the media, the judiciary, the administration and service providers participated in
the programme as resource persons. A wide coverage was given by the print as well as
electronic media. News clipping of the programme is annexed as Annexure A.
Details of the Resource Persons as per the District
District Resource Persons
Dholpur
R G Parihar, Vice Principal, Jawahar Navodaya Vidyalaya, Dholpur;
Harbhan Singh Sikarwar, Time Keeper, Rajasthan Roadways; B L
Nainawat DSO, Dholpur; V P Singh, Sales Officer, Indian Oil
Corporation Limited (IOCL); Hari Prasad Yogi a consumer activist and
lawyer; Rakesh Parmar from Samajik Vikas Samiti; Arjun Kant Jha and
Abhimanyu Singh from CUTS.
Kota Chandra Deep Singh, Lecturer, Kota Government Law College; Abdul
Aziz, Chairman, District Waqf Committee; Akhatar Khan Akela,
Advocate; Hari Prasad Yogi; Hari Mohan Sharma from Weights and
Measure department; Himmata Bai, Sarpanch Bahu, Gram Panchayat,
Kasar; Deepak Saxena and Jai Shree Soni from CUTS.
Dausa
Premchand Jain, Member, Alternative Dispute Redressal; Sunil Mishra,
Member Advocate, Lok Adalat; Murli Manohar Sharma, President
District Bar Association; Shyam Sunder Sharma, DSO, Dausa; Chagan
Beniwal, ACM, Dausa; Seema Bhardwaj, Ex Member, Lok Adalat; N C
Jain, Senior Branch Manager, Bank of Baroda; Rajendra Sharma, Ward
Member; Kamlesh Bohra from K B Social Welfare Society; Amarjeet
Singh and Abhimanyu Singh from CUTS.
S. N. Date District Participation
1. July 06-07, 2012 Dholpur 46
2. July 12-13, 2012 Kota 55
3. July 12-13, 2012 Dausa 68
4. July 19-20, 2012 Alwar 39
5. July 24-15, 2012 Tonk 52
6. July 26-27, 2012 Chittorgarh 43
7. August 06-07, 2012 Jodhpur 62
8. August 08-09, 2012 Churu 36
9. August 17-18, 2012 Jalore 66
10. August 23-24, 2012 Sikar 41
11. August 31-September 01, 2012 Bundi 62
12. September 03-04, 2012 Banswara 60
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District Resource Persons
Alwar
Dr. Hari Shankar Goyal, Advocate, District Consumer Forum; Dr.
Rashmi, Lecturer; Shashi Tiwari, Ex Member, District Consumer Forum;
Ramdayal Meena, DSO, Alwar; Sanjay Pradhan, Officer, Weight and
Measure Department; H P Yogi, Advocate, Consumer Forum, Sawai
Madhopur; Deepak Saxena and Abhimanyu Singh from CUTS.
Tonk Abdul Aziz, Member, District Consumer Forum; Brij Bihari Sharma,
Reader, District Consumer Forum; Hari Prasad Yogi, Consumer Lawyer;
Deepak Saxena and Abhimanyu Singh from CUTS.
Chittaurgarh Girish Kumar Pandey, President, District Consumer Forum; Gangadhar
Solanki, Consumer Activist; Kishan lal Jeengar, Sarpanch, Boheda Gram
Panchayat; Rajneesh Pitalia, Advocate; Kailash Puri Goswami, Media
representative; Dharmendra Chaturvedi and Jai Shree Soni from CUTS.
Jodhpur
S R Dewasi, Inspector, Legal Metrology Department; Mahendra Aasopa
and Resham Bala, Member District Consumer Forum; Sumit Purohit from
DSO Office; Dr. Manoj Kulsreshta and Bajrang Dhayal from CMHO
Office, Jodhpur; Dharmendra Chaturvedi and Abhimanyu Singh from
CUTS.
Churu Dr. Sunil Jandu, CMHO, Churu; Ziyarat Ali Khan, Activist, Churu; Hari
Prasad Yogi, Consumer Lawyer; Deepak Saxena and Abhimanyu Singh
from CUTS.
Jalore Sohan Ram Meghwanshi, President District Consumer Forum, Jalore;
Ishwar Mehta Vice Chairman, Jalore Municipality; Madan Bohra, Social
Worker; Dharmendra Chaturvedi and Jai Shree Soni from CUTS.
Sikar Shankar Sewda; Mukesh Pareek, Bajrang Lal Sharma, Md. Aabid,
Lawyers; R K Bagaria, Weight and measure Department; Deepak Saxena
and Jai Shree Soni from CUTS.
Bundi Bhavna Raghav Gujjar, DSO Bundi; Mukesh Dadheech, Member District
Consumer Forum; Giriraj Sharma, Food Safety Officer; Advocates,
Professor; H P Yogi, Advocate, Consumer Forum, Sawai Madhopur;
Deepak Saxena and Jai Shree Soni from CUTS.
Banswara Journalists, representative of trade associations, General Manager BSNL,
activists, who were working on adulteration and other officials; Kaveri
Dutt, Dharmendra Chaturvedi and Arjun Kant Jha from CUTS.
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3. Proceedings
3.1 Overview of the Project and Objective of Training Workshops: The local district
partners began the workshop by welcoming the participants by introducing the project
objectives and objective of the training programmes. In their inaugural speeches, they
said that the workshops were to create an enabling and comfortable atmosphere for
participants to interact freely and make them aware of the existing consumer redressal
mechanism. The district partners also spoke about last year‟s project intervention in the
districts.
3.2 Brief History of Consumer Movement: The project team traced the brief history of
consumer movement in the workshop, which incorporates Consumer Protection in
Ancient India, consumer co-operatives, birth of consumer organisations, the emergence
of consumer movement and the historical speech delivered by John F Kennedy in 1962
to US Congress in which he extolled four basic consumer rights, later called „The
Consumer Bill of Rights‟ and United Nations Guidelines on Consumer Protection
adopted in 1985 and revised in 1999.
Adding to the brief history of the consumer movement, the project team highlighted
CUTS‟ intervention and contribution to the field of consumer movement and its outreach
and outcome. The participants were informed that CUTS‟ mandate is to equip the
consumers with knowledge and skills to build a strong consumer movement at the
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grassroots, through intensive training, capacity building and orientation programmes on
consumer protection issues, to create an enabling environment at the grassroots.
3.3 Introduction of Consumer Protection Act, 1986: The participants were told about the
important features of the Consumer Protection Act (COPRA) such as simple procedure;
no need of advocate; inexpensive to complainant; time-bound proceeding; quasi-judicial;
prevention of misuse; and consumer protection and welfare provisions. The COPRA,
which applies to all goods and services, unless specifically exempted by the Central
Government, covers all sectors – private, public and co-operative. The provisions of the
Act are compensatory in nature. It provides adjudication authorities, which are simple,
speedy and less expensive. It also provides for consumer protection councils at the
national, state and district levels. The provisions of this Act are in addition to, and not in
derogation of, the provisions of any other law for the time being in force.
3.4 Definition of Key Phrases: Information was provided on key phrases, such as consumer,
deficiency in services, restrictive and unfair trade practices.
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3.5 Grievance Redressal Mechanism under COPRA: The main purpose of this session
was to develop a cadre of activist networks and partnerships that can further carry
forward the lessons learned and also strengthen consumer‟s rights; make the participants
acquainted of the procedures and process of nearest redressal forum and assist the
adoption and implementation of an integrated approach to social policy, programmes and
services. The participants were provided the conceptual and theoretical base for micro-
level planning for putting forward the grievances and agony in a legalised method. It was
ensured that participants should be backed by proper information, guidance and skills in
adopting and applying grievance redressal mechanism at the micro-level.
Further, the project team detailed the steps to be taken to approach the consumer forum
for filling complaint, which includes topics “who can file the complaint in consumer
forum”, “where to approach”, “time limit for filing of complaints and circumstances”,
“time limit for appeal”, “relief available to consumers in present scenario”, “precautions
to be taken by consumers” (before, during and after purchase), “procedure for writing a
complaint for submitting at district consumer forum”, “fee levied for filing a complaint”
and “evidences/documents to be annexed with complaints”. Consequently, a simulation
exercise session was also conducted in groups, which built the confidence level of
participants.
3.6 Other Consumer Issues: Print as well as electronic media‟s advertisements are basically
meant to promote a product or a service, one does see some exaggeration in the way they
extol the virtues of the product. But, when it goes beyond that and deliberately utters a
falsehood or tries to misrepresent facts, thereby misleading the consumer, then it
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becomes objectionable and, to counter such advertisements, protest/complaint should be
filed at Advertising Standards Council of India.
On the issue of “Standards”, the project team briefed the participants about the existing
standards. They were informed that expiry date, production date, ingredients, MRP,
weights/measures and terms and conditions are part of standardisation and compulsory
for packed products.
Insurance, banking, telecom and allied services are also accountable to consumer.
Regulatory bodies, such as the Banking Ombudsmen, the Insurance Regulatory
Development Authority (IRDA), etc., have been constituted to safeguard the interest of
consumers.
3.7 Describing the tools to be used for effective action by government authorities, the Right
to Information (RTI) Act 2005 mandates timely response to citizen requests for
government information. The initiative provides quick information to the citizens on the
details of first Appellate Authorities, Public Information Officers, etc., amongst others,
besides access to RTI-related information/disclosures published on the web by various
public authorities under the Government of India as well as the state governments.
4. Open Discussion
In the two-day training programme, during open discussions, people expressed
dissatisfaction with service providers, especially the Electricity Department, Telecom
and Insurance agencies. These agencies do not respond to consumers in a positive way.
Participants‟ complaints related to PDS, LPG and water supply etc. were suitably
responded by the Department‟s representatives and/or by the project team.
5. Highlights
a. Various government department authorities attended the meetings and gave
valuable information to participants.
b. District consumer forums and weights and measures departments‟ showcased their
day-to-day activities.
c. Wide representation from each block at respective districts including women and
youths.
d. Participants expressed their desire to extend the learning of the workshop.
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6. Feedback
a. Similar specific-issue based programmes with short duration should be
conducted.
b. Expansion of consumer forums at the sub-district level so that overburdened
district consumer forum may work smoothly.
c. Local governance must be incorporated in the movement.
7. Outcome
a. There was an increase in the number of people having the capacity, skill and
knowledge to support consumer rights in the project districts.
b. Build a network of motived people belonging to different aspect, which will further
be supporting the consumer movement.
c. Core Group: A core group was literally formed consisting of activists, who have
been taking part in almost all the activities since the very first field activity in the
year 2010 and have been quite active in respective areas. The major role of this
dedicated core group would be to act as barefoot lawyer and serve for the aggrieved
consumers both in terms of helping them to redress their grievances and generating
awareness among common masses. This will help in taking the consumer movement
forward in each of the 12 districts, where this project has been implemented during
the last three years.
The core group is follows:
(i) Alwar: Shubhangi Arya, Kishan Snehi, Soniya Verma, Jagjeet Singh, Anju, Pramod
Arya, Suneeta, Meenu Arya, Bela Rani and Taniya.
(ii) Churu: Savitri, Sulochana Saini, Pushpa Sharma, Kamlesh Jangid, Kiran Lakhera,
Sarita, Manju Sharma, Suman Sen, Vinod, Gunwanti, Santosh Sharma and Tara
Sharma.
(iii) Tonk: Brij Bihari Sharma, Shanti Nama, Rajni Gwala, Pushpa Rajvanshi, Bal
Chand Sharma, Prem Prakash Sharma, Murlidhar Sharma, Hemraj Meena, Rajendra
Bairwa and Mahaveer Singh.
(iv) Sikar: Prof. J. Saini, Mukesh Sikhwal, Mukesh Pareek, Kamlesh Kumar, Rajendra
Kumar Saini, Hemant Prajapati and Om Prakash Luna.
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(v) Bundi: Rajendra Sharma, Vishal Panchal, Ram Swaroop Malav, Ramdev Gochar,
Tribhuvan Meena, Rakesh Prajapat, Lokesh Sharma, kailash Meena, Hanuman
Rathore, Kailash Gujjar, Ashok Sharma, Jeetendra Kumar Sharma, Harlal Meena,
Hareesh Kapoor, Yogesh Sharma and Rishika Raj.
(vi) Kota: Rajkumar Mahajan, Ramesh Sharma, Bhavna Sharma, Yudhishter Chandani,
Feroz Khan, Rajeshwari Nama, Meghraj Nagar, Shivraj Aheer, Ajay Kumar Regar,
Ramraj Kharwal, Roshan Lal, Heena Kausar, Mehrunisha, Banwari Lal Sharma,
Usha Vijayvargiya, Deepak Maheshwari and Sanjay Arora.
(vii) Chittaurgarh: Rajmal Patidaar, Bhagwan Lal Sharma, Shyamlal Tailor, Banshi Lal
Keer, Dilip Singh Ranawat, Jamna Lal Jat, Vishnu Kumar Kumawat, Neetu Sharma,
Kailash Puri Goswami, Kishan Lal Jeengar, Roshan Lal Mewadi, Babu Lal
Kumawat, Pushkar Kumar Sharma, Kanak Mal Tiwari and Shiv Pal Singh Panwar
(viii) Jodhpur: Deva Ram, Bhanwar Lal, Nitin Dixit, Saroj Kumar, Bhanwar Kanwar,
Sohan Lal, Indu Kumar Awasti, Dharmendra Dubey, Kirti, Luv Singh, Gaurav
Singh and Kishan Singh.
(ix) Jalore: Govind Ram Tailor, Mukesh Kumar Khandelwal, Sakla Ram Parihar,
Chagandas Vaishnav, K R Bose, Dr. Satya Prakash Sharma, Sardar Singh Charan,
Smt. Indira Bishnoi, Mohan Parashar and Dr. Rajesh Sharma.
(x) Dholpur: Karamveer Singh Parmar, Ramveer Singh Rana, Ramnaresh Tailor,
Ramvaran Sharma, Brijmohan Garg, Mukesh Sikhwal, Dau Jee Sharma, Rajendra
Singh Jadhav, Raveendra Singh Parmar and Ganesh Jadhav.
(xi) Dausa: Indra Sharma, Aashi Sharma, Ankit Sharma, Manohar Lal Saini, Sunil
Kumar Dotan, Praveen Sharma, Mahaveer Doi, Raj Kumar Meena, Deepak Kumar
Sharma and N C Jain.
(xii) Banswara: Nitesh Soni, Deepak Daundiyal, Madhu Wadhwani, Jayant Vyas,
Chetan Pratap Singh Solanki, Vipin Kumar, Mahendra kumar, Mangi lal Charpota,
Rajia Rana and Rajesh Charpota.
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Annexure A
Programme Agenda
DAY ONE
10:00 AM – 10:15AM Registration and Welcome District Partner
10:00 AM – 10:30 AM Overview of the Project and Objective of Training
Workshop
District Partner
10:30 AM – 11:15 AM Brief History of Consumer Movement
GRANIRCA
Team
11:15 AM – 11:30 AM Tea Break
11:30 AM – 12:15 PM
12:15 PM – 12:45 PM
Introduction to Consumer Protection Act, 1986
Definition of Key Phrases
GRANIRCA
Team and/or
Resource
Person/Guest
Speaker
12:45 PM – 14:00 PM
Grievance Redressal Mechanism under Consumer
Protection Act
Lunch Break
15:00 PM – 15:45 PM
Procedures for Filling Complaint, Fee and
Complaint drafting
GRANIRCA
Team
15:45 PM – 16:45 PM Tea and Simulation Exercise
GRANIRCA
Team
DAY TWO
09:30 AM – 10:00 AM RECAP SESSION Participants
10:00 AM – 11:30 AM Some Consumer Issues: Misleading
Advertisements, Standards of Goods and Services
Second Generation Consumer Issues: Telecom
Services, Electricity Services, Banking/Financial
Services, Insurance Sector and Medical
Profession
GRANIRCA
Team
Open Session and Tea Break
12:00 PM – 14:00PM Open Discussion, Some Burning Consumer
Issues, Feedback, Questions & Queries and
Suggestions
GRANIRCA
Team, District
Partners and
Participants
Lunch
15:00PM – 16:00 PM Use of RTI as Grievance Redressal Tool
GRANIRCA
Team
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Media Collage: