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The Sixtieth Orientation Training Programme for
the Presidents and Members of District Consumer
Forums was organized by the Centre from July 7-11,
2008 at IIPA, New Delhi. The programme was spon-
sored by the Department of Consumer Affairs, Gov-
ernment of India. 26 participants attended the pro-
gramme .
Welcoming the participants, Shri B. S. Baswan, Di-
rector, IIPA underlined the important role of the Dis-
trict Consumer Forums as envisaged under the Con-
sumer Protection Act, 1986. He emphasized the need
to build the
capacity of
the Mem-
bers of the
D i s t r i c t
Forums so
that justice
could be
d e l i v e r e d
efficiently.
The Pro-
g r a m m e
was inaugurated by Hon’ble Mr.Justice J.D. Kapoor,
President, SCDRC, Delhi. He described Consumer
Protection Act as an excellent piece of Social Welfare
legislation. He stressed that old people, women and
the poor are the biggest sufferers at the hands of the
manufacturers and service providers. For this, puni-
tive damages having deterrent effect should be
awarded by the Forums. He also said that efficiency
and accountability are hallmarks of any good system.
Various themes and topics related to Consumer Pro-
tection and welfare were covered and also included
the visit of participants to the NCDRC to understand
the working of the commission. The programme was
directed by Prof. Suresh Misra and Miss. Sapna Cha-
dah.
A Workshop on Consumer Protection for the
Officers of the Department of Consumer from the
various States was organized by the Centre from Au-
gust 21-22, 2008 at IIPA, New Delhi. Shri Sanjay
Singh, Joint Secretary, Department of Consumer Af-
fairs, Government of India inaugurated the workshop.
In his inaugural address, Sh. Singh gave an overview
of the Consumer Protection scenario in the country.
He pointed out the low level of awareness among the
masses and laid emphasis on creating awareness
among them. He appreciated the pioneering role played
by IIPA in the field of Consumer Protection, particu-
larly in spreading awareness and giving outreach to the
Consumer movement.
The programme was more interactive and based on
exper ient ia l
learning. On
the occasion,
Prof. Suresh
Misra, Chair
P r o f e s s o r
(CCS), made
a presentation
on Consumer
Protection and
C o n s u m e r
Welfare. He
focused on the
need to protect the Consumers in the market economy
and stressed on the need to focus on Rural Consumers,
who lack awareness and are being exploited. Ms. Sapna
Chadah, Assistant Professor highlighted the fine points
of the Consumer Protection Act. Emphasizing the need
for an effective Consumer movement, Dr. Mamta Patha-
nia, Assistant Professor emphasized on raising the
awareness level of the Consumers. She dealt with the
Right to Consumer Education and elaborated various
measures being taken to educate the Consumers. Prof.
Suresh Misra and Dr. Mamta Pathania jointly directed
the programme.
The Centre organized the 4th Training of Trainers
Programme on Consumer Protection and Consumer Welfare from 22-26 September, 2008 at SIRD, Nimora,
Raipur. 40 participants attended the programme.The Programme was inaugurated by Sh. Gautam Chauriya, Secretary, Chattisgarh State Legal Service. He high-
lighted various issues related to Consumer Protection and laid emphasis on the level of awareness in the rural areas. The
participants visited the
State Con-sumer Dispute Redressal
Commission and interacted with the Sh.
Sheo Mangal Panday, Reg-
istrar, Chattis-garh SCDRC. Various topics like Consumer Protection
Act, Consumer Awareness and education, Rural
CONSUMER DIALOCONSUMER DIALOCONSUMER DIALOCONSUMER DIALOGUEGUEGUEGUE
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. 1 No. 3 July— September 2008
IIPA
Editorial Team Prof. Suresh Misra Ms. Sapna Chadah Dr. Mamta Pathania
Research and Design Dr. 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.
Website www.consumereducation.in
CCS Sponsored by
Department of Consumer Affairs
Government of India
Shri B.S. Baswan, Director IIPA with Par-
ticipants and Faculty of the 60th OTP
60th OTP for the Presidents and Mem-bers of District Consumer Forums
Training Workshop for the Officers of the Department of Consumer Affairs in the States.
Shri Sanjay Singh, Joint Secretary, DCA, deliver-ing the Inaugural Address in the Workshop
4th Training of Trainers Programme in Con-sumer Protection and Consumer Welfare
Participants and Faculty of the 4th TOT at SIRD, Raipur
ternally, you might comment upon
new procedures or improvements
to the business. Sales figures or
earnings will show how your busi-
ness is growing.
Some newsletters include a column
that is updated every issue, for
instance, an advice column, a book
review, a letter from the president,
or an editorial. You can also profile
new employees or top customers
or vendors.
This story can fit 100-150 words.
The subject matter that appears in
newsletters is virtually endless. You
can include stories that focus on
current technologies or innovations
in your field.
You may also want to note business
or economic trends, or make pre-
dictions for your customers or
clients.
If the newsletter is distributed in-
Inside St ory Hea dline
Vol. 1 , No. 3, July— September 2008 Consumer Dialogue 2.
Consumers, Insurance and Consumer, Misleading Advertisements,
Banking, Medical, Electricity, Housing, etc. were covered. The valedic-
tory address was delivered by Sh. R. K. Singh, Director SIRD, Raipur.
The 61st OTP for the Presidents and Members of District Con-
sumer Forums was organized by the Centre from September 8-12,
2008 at IIPA. The Department of Consumer Affairs, GOI sponsored the
Programme. 10 Participants from North-East States of Arunachal
Pradesh & Manipur attended the Programme.
Sh. B.S. Baswan, Direc-
tor, IIPA delivered the
Welcome Address. He
emphasized the need to
Protect Consumer Rights
and stressed that monop-
oly is worst for the Con-
sumers. In order to serve
the interest of Consumers
better, there is a need to
develop a spirit of satis-
factory service delivery amongst the business community. The pro-
gramme was inaugurated by Hon’ble Justice M.B. Shah, President,
NCDRC. He emphasized that CPA is gaining momentum all over the
country and people are becoming aware of their rights. He highlighted
the importance of the three important organs for better implementation
of the Act – the Consumer Councils, Consumer Forums and VCOs. He
underlined the importance of fundamental norms of procedure emanat-
ing from the concept of Principles of Natural Justice to be observed by
the adjudicatory bodies in providing justice to the consumers. The Pro-
gramme was jointly directed by Prof. Suresh Misra and Ms. Sapna
Chadah.
In an important Judgement that would help corporates and individu-
als, NCDRC has redirected the State Bank of India, HSBC Bank and
the Standard Chartered Bank that the operative part of the RBI’s order
on cheques clearance shall be made public. They have to advertise it in
at least two leading newspapers, which are published from Delhi and
Mumbai within a period of one week from the date of judgment, 10th
August 2008. The summary of the various policies framed by the Banks
and the RBI directions on this issue are as follows:
(a). For the local cheques credit and debit shall be given on the same
day or at the most on the next day.
(b). The maximum period for collection of outstation cheques shall be
7/10/14 days. And, if there is any delay in collection of the said
chques beyond the period of 7/10/14 days, interest at the fixed deposit
rate, or at a specified rate as per the respective policy of the banks, is
to be paid to the payee of the cheques;
c). The salient features of the policy with regard to the collection
period of outstation cheques and interest payable thereon in case of
delay shall be published on the notice board in a precise manner in
bold/visible letters at conspicuous place in every branch. All the banks
are, therefore, directed to comply with the same within a period of two
weeks, if they have not complied with the aforesaid RBI
NCDRC Directs Banks to Publish RBI’s Guidelines for Cheque Clearance
directions up till now.
d). A copy of the complete policy shall be made available by the
Branch Manager, if the consumers require the same for reading.
(e). The salient features highlighting the rights of the consumers
shall be displayed on the notice board of each branch of the banks.
(f). RBI would monitor the directions given by it as well as the
National Commission.
The NCDRC has held a five star hotel guilty for the theft of a ve-
hicle parked in its premises. In this case, Mr. Atul Virmani went to
the discotheque of Hayatt Regency Hotel of Delhi and paid Rs.900/-
as entry charge. On arrival at the hotel the representative of the hotel
demanded the key of the vehicle for parking the vehicle. Therefore,
he delivered the key of car to the valet. The valet had issued a docket
as receipt for delivery of the vehicle. When the complainant came
out of the hotel and asked for the car, the valet informed him after
half an hour that the car of the complainant was missing from the
parking place. When he contacted hotel’s authority they showed a
disclaimer notice, printed on the reverse of docket, which said that
the vehicle could be parked within the hotel premises at the owners’
risk and hotel’s authority would not be liable for the loss or damage
to the vehicle parked.
After that Mr. Atul Virmani filed a complaint in the forum, where
the council of hotel argued that as no monetary consideration or
parking fee was charged and valet service rendered was a free ser-
vice, the complainant is not a consumer under the Consumer Protec-
tion Act, 1986. After hearing the case, the State Commission found
deficiency in service rendered by the hotel. Accordingly, the hotel
was directed to pay the complainant a sum of Rs.2,00,000/- along
with 10% interest. Aggrieved hotel’s authority appealed in the
NCDRC.
NCDRC has pointed out that hotel may not charge for a specific
parking, but if a customers pays hefty charges to hotel for room rent,
meals and other rendered services, he/she is eventually paying for all
expenses of the hotel, including the valet service. If the hotel authori-
ties cannot keep the car safely in their premises, they have to pay for
the customer’s loss or damages.
In a case filed by Narmada Bachao Andolan against the Union
Government, NCDRC acknowledged that water is one element with-
out which life cannot sustain. The Right to Clean Drinking Water is a
Fundamental Right to life and Art.21 of the Constitution made an
obligatory duty on the State to provide clean drinking water to its
citizens.
In this case complainants have asserted that the jaundice epidemic
which occurred in Ahmedabad in 1993 and resulted in about 100
deaths and affected over 1200 persons was because of the contami-
nated supply of drinking water by the AMC. As the AMC is respon-
sible for supply of water, repair and maintenance of pipelines and
drainage facilities, etc they must be accountable for the compensa-
tion to the victims of the epidemic. They further stated that the epi-
demics of water borne diseases was a regular occurrence in Ahmeda-
bad since 15 years prior to 1993. In view of the aforesaid argument
Five Star Hotel Held Guilty by NCDRC for Vehicle’s Theft
Access to Clean Drinking Water is a Funda-mental Right
61st Orientation Training Programme For the Presidents and Members of District Consumer Forums
Justice M.B. Shah Addressing the participants of the
61st OTP. To his right Sh. B.S. Baswan, Director
IIPA and Prof. S. Mishra on his left.
the NCDRC has directed the State
Government that consumer
Primary Business Address
Your Address Line 2
Your Address Line 3
Your Address Line 4
Phone: 555-555-5555
Fax: 555-555-5555
E-mail: [email protected]
Bac k Pa ge Stor y Headlin e
Your business tag line here.
Organization
Caption describing picture or
graphic.
We’re on the Web! example.microsoft.com
ternally, you might comment upon
new procedures or improvements
to the business. Sales figures or
earnings will show how your busi-
ness is growing.
Some newsletters include a column
that is updated every issue, for
instance, an advice column, a book
review, a letter from the president,
or an editorial. You can also profile
new employees or top customers
or vendors.
This story can fit 100-150 words.
The subject matter that appears in
newsletters is virtually endless. You
can include stories that focus on
current technologies or innovations
in your field.
You may also want to note business
or economic trends, or make pre-
dictions for your customers or
clients.
If the newsletter is distributed in-
Inside St ory Hea dline
Vol. 1 , No. 3, July— September 2008 Consumer Dialogue 3.
should be informed, inter alia, about the quality, quantity and
purity of the water and services rendered by the authority including
the AMC. Hence, the State Government shall bear minimum cost
which was required to be incurred by the Complainant. Apex Court
also appreciated the good work undertaken by the Consumer Educa-
tion and Research Society. However, Court had not awarded any puni-
tive damages.
The National Consumer Dispute Redressal Commission, New
Delhi, held a Passport Officer guilty for negligence in rendering of
service. The complainant, Anuradha Thadipathri Gopinath had taken a
passport from Bangalore Passport Office and her Visa was also issued
on the said passport. At the airport, she was told by the airport au-
thorities that her passport is not duly signed by the issuing officer and
she has to go back. Consequently, she lost the opportunity of going
abroad which was sponsored by the company. If the complainant had
traveled outside the country on the basis of the said passport, she
would have been found guilty for various offences. Hence, the com-
plainant filed a case in the District Forum. According to the Forum,
there is a deficiency and negligence on the part of the concerned offi-
cer and directed the Regional Passport Officer, Bangalore to pay com-
pensation of Rs.10,000/- and costs of Rs.2,000/- to the complainant.
Aggrieved by the decision, the Regional Passport Officer went to the
State Commission which also held the same opinion. Hence, he went
to the NCDRC. His Council argued that the petitioner was discharging
his duties without recovering any fee and, therefore, this would not be
a consumer dispute. But according to NCDRC, ‘deficiency’ means
any fault, imperfection, shortcoming, inadequacy in the nature and
manner of performance, which is required to be maintained under any
law. In this case issuance of an invalid passport which is not signed
by the Passport Officer is a deficiency in service on the part of the
concerned officer. Hence, the complaint was maintainable and the
Revision Petition filed by Passport Officer was dismissed.
Smoking, which includes inhaling and puffing the fumes of burning
tobacco spread all over the world by the end of 19th century, but it
has taken heavy toll on the mankind. Most of us know that smoking is
injurious to health but the habit of smoking is becoming rampant eve-
rywhere. The dangers of smoking are not confined to the smoker
himself, the person by his side is also affected by the act of smoking.
Therefore, GOI has banned smoking in public places from 2nd October
2008. If we set aside the law, we must know the side affects of smok-
ing. A single cigarette contains about 4000 chemical agents, including
over 60 substances that are known to cause cancer in humans. Studies
have shown that one third of all deaths due to tuberculosis, lung dis-
ease and cancer, and one fifth of deaths due to heart disease are among
smokers. Smoking is also responsible for most of the cancers of lar-
ynx, oral cavity, oesophagus, bladder and others. There are also radio-
active chemicals in tobacco smoke, like polonium-210. Smoking can
wreck human lungs and reduces the availability of oxygen for mus
cles. Smokers get more colds, flu, bronchitis, and pneumonia than
non-smokers. British studies have recently shown that smoking in-
creases the chances of going blind as you get older. Long-term smok-
Negligence in Passport Service
ing also increases cholesterol and fatty deposits in human body
which can affects the reproductive system. Chemicals and tar from
cigarettes hampers the functioning of the cells of our taste buds.
Hence, quitting smoking not only reduces significantly a person's
risk of illness but also saves the family and society.
Many times we experience that the medicine which we are tak-
ing is either ineffective or develops some side effects. Be careful, it
might be a spurious drug. According to the WHO estimates, over 10
per cent of the drugs in the world's pharmaceutical market are coun-
terfeit and 35 % of it, are in India. It is estimated that 40 % of 20,000
crore’s Indian drug industries is under the grip of spurious and black
market drugs. In a country like India where 35% of the population is
illiterate and 40 % is living below poverty line, people occasionally
consult qualified medical practitioners for their general health prob-
lems. They take medicines without proper bills. Manufacturers of
these spurious drugs take advantage of this situation and sell major
part of their medicine to this segment. They sell their drugs at
cheaper rates, make slight changes in the name, change the colour of
rapper or write false compositions of the drug. Poor enforcement of
existing laws, weak penal action, lack of coordination between vari-
ous agencies, shortages of enforcement staff and widespread corrup-
tion is helping the drug counterfeiting. But if we take certain precau-
tions, then we can reduce the chances of getting harmed by fake
drugs. We should buy medicines only from licensed pharmacies and
reputed drug outlets. We should be suspicious of drugs at heavily
discounted rates. Always take receipt. Check that the packaging is
properly sealed. Ensure that packing clearly indicates the batch num-
ber, manufacturing date, expiry date and the manufacturer's name.
Check that the name of the drug and the manufacturer are spelled
correctly. Report immediately to your doctor if there is no improve-
ment in your health after taking a drug .
Hon'ble Justice Mr. Ashok Bhan, former Judge of the
Supreme Court of India, has been appointed as the President of the
National Consumer Disputes Redressal Commission (NCDRC) and
will head it for a term of five years. The post had become vacant
after the earlier President of the Commission Justice
Manharlal Bhikhalal Shah demitted the office on
completion of his five-year term on 24th September
2008. Justice Bhan entered in Legal Profession the
1965. He was appointed Additional Advocate Gen-
eral of Punjab from November, 1979 to March,
1980. Designated Senior Advocate in December,
1982, worked as Senior Standing Counsel for the
Chandigarh Administration from 1983 till his ap-
pointment as Judge in the Punjab & Haryana High Court on
15.6.1990. Transferred to Karnataka High Court on 7.10.1997.
Served as Acting Chief Justice from 26th June, 2000 to 20th October,
2000 in the Karnataka High Court. On 17.6.2001 he was appointed
as Judge of the Supreme Court of India.
Why should we stay away from Smoking?
Beware of Fake Drugs
Justice Ashok Bhan has been Appointed as the President of NCDRC
This story can fit 100-150 words.
The subject matter that appears in
newsletters is virtually endless. You
can include stories that focus on
current technologies or innovations
in your field.
You may also want to note business
or economic trends, or make pre-
dictions for your customers or
clients.
If the newsletter is distributed in-
Vol. 1 , No. 3, July— September 2008 Consumer Dialogue 4.
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