Consumer Protection

Right to choose/Right to be assured: The consumer has the freedom to access a variety of products at competitive prices. This implies that the marketers should offer a wide variety of products in terms of quality, brand, prices, size, etc., and allow the consumer to make a choice from among these.
Right to be heard: The consumer has a right to file a complaint and to be heard in case of dissatisfaction with a good or a service. It is because of this reason that many enlightened business firms have set up their own consumer service and grievance cells.
Right to safety: The consumer has a right to be protected against goods and services that are hazardous to life, health, and property. Thus, consumers are educated that they should use electrical appliances that are ISI marked, as this would be an assurance of such products meeting quality specifications.

(a) Right Discussed: Right to Consumer Education Explanation:
1. Key Aspects: - Raghav's awareness campaigns - NGO's educational initiatives - Information about legal remedies
2. Legal Basis: - Consumer Protection Act 2019, Section 2(9)(vi) - Government's Jago Grahak Jago program
(b) Right Violated: Right to Safety Explanation:
1. Violation Evidence: - Adulterated ingredients causing illness - Health hazards from substandard food
2. Legal Provisions: - Food Safety and Standards Act, 2006 - Punishment: Up to ₹10 lakh fine + imprisonment Other affected rights: - Right to be informed (no disclosure of adulteration) - Right to seek redressal (initially unavailable)

The consumer right discussed in the paragraph above is The Right to Safety.

1. Understanding the Right to Safety:

The Right to Safety is one of the fundamental rights of a consumer that ensures protection from products and services that may be hazardous to health or life. Consumers are entitled to expect that the products they purchase are safe for use and do not pose any harm to their well-being. In case a product is found to be unsafe or harmful, the consumer has the right to seek compensation or relief.

2. How the Right to Safety is Illustrated in 'Karamati Sweets':

In the case of 'Karamati Sweets,' Bholaram's decision to use adulterated khoya and paneer in the sweets led to the consumption of harmful products by the customers. The consumers who bought sweets from the shop unknowingly consumed unhealthy and potentially dangerous products, which violated their right to safety. As a result, people began falling sick due to the unsafe products.

3. Role of Raghav and the NGO 'Meri Voice':

Raghav, a member of the non-governmental organization 'Meri Voice,' realized the need for consumer awareness about their rights and the available relief mechanisms. He took action by creating awareness in the village about consumer rights, including the right to safety. Through talks and presentations, he helped the villagers understand that they had the right to protection from unsafe products and that they could seek remedies or compensation for the harm caused by 'Karamati Sweets.'

4. Why the Right to Safety is Important:

• Protection from Harm: Consumers need to be protected from products that can harm their health or safety. The right to safety ensures that consumers do not suffer from unsafe or harmful goods.
• Consumer Confidence: Ensuring that products are safe boosts consumer confidence and helps in building trust between businesses and consumers.
• Legal Remedies: The right to safety also empowers consumers to take action if they are harmed by unsafe products, as seen in the awareness efforts by Raghav.

5. Final Answer:

The consumer right discussed in the paragraph is The Right to Safety, which protects consumers from harmful and unsafe products. In this case, 'Karamati Sweets' violated this right by selling adulterated sweets, and Raghav's awareness campaign helped the villagers understand their right to safety and seek justice.

The case highlights how consumer rights protect buyers and why responsibilities must be fulfilled. Ashish’s failure to check the product certification or take a receipt led to difficulty in getting justice. The Consumer Protection Act empowers buyers but requires them to act wisely.

Rights – Informed, Redressal; Responsibilities – Bill, Standardisation

• Product Designing and Development: This refers to the process of creating new products or improving existing ones, focusing on design and innovation, not on post-sale support.
• Marketing Planning: This involves strategizing marketing actions and campaigns to target potential buyers and increase sales, which is distinct from supportive services post-purchase.
• Branding: This focuses on creating a unique brand image and identity, distinct from offering additional customer services.