Changing Trends In Consumer Behaviour

SUBJECT: CommunicationUNDER GUIDANCE: Ms. Tauseef HassanSESSION: 2016-19Department of CEMSPatna Women’s College

INTRODUCTIONIn this age of capitalism and globalization, the main objective of each producer is to maximize his profit, because of which a consumer is charged a very high price or adulterated or low quality goods are sold to him. Following facts classify the need of making consumers aware: To achieve maximum satisfaction  Protection against exploitation Control over consumption of harmful goods Motivation for saving  Knowledge regarding solution of problems Construction of healthy society

WHO IS A CONSUMER?

A consumer is a person or organization that uses economic services or commodities.

In economic systems consumers are utilities expressed in the decision to trade or not.

consumers play a vital role in the economic system of a nation.

Without consumer demand, producers would lack one of the key motivations to produce: to sell to consumers.

The consumer also forms part of the chain of distribution.

CONSUMER RIGHTSThe protection of law has been provided to a consumer so that producer or seller cannot cheat him in any way. A consumer has generally got the following rights:- The right to satisfaction of basic needs  The right to safety  The right to be informed The right to choose The right to be heard The right to redress The right to consumer education 

CONSUMER RESPONSIBILITIES

In the 1980s, CI's then president, Anwar Fazal, led the call to also introduce a set of consumer responsibilities to compliment consumer rights. These remain crucial principles for many consumer rights organisations today. Critical awareness Involvement or action Social responsibility Ecological responsibility  Solidarity

CONSUMER EXPLOITATION

Consumer exploitation refers to the act of taking advantage of buyers. This occurs because of: Limited information: guarantees and terms of purchase. Illiterate consumers vulnerability. Limited supplies of a product . Manufacturers false claims about a product. Production of low-quality products. Malfunctioning. 

CONSUMER PROTECTION ACT In 1986, the Consumer Protection Act was passed by the Government of India. The Consumer Protection Act is famous as COPRA . The main objective of this act is to decide the complaints of the consumers

immediately and to make legal proceeding easy. A three tier judiciary system has been established under COPRA at district ,

state and national level to resolve the disputes of consumers. The court at district level hears the cases related to the claims up to Rs. 20

lakhs. The claims from Rs. 20 lakhs to Rs. 1 Crore are heard in the state level court. The court at national level hears the cases with the claims of more than 1

crore.

SUCCESS STORY EXAMPLE

Kanta Bhakta, Mumbai V/s A Jeweller in Dadar, MumbaiOn March 18, 2011, Kanta Bhakta purchased a pair of bangles and a single bangle from a jeweller in Dadar. They were declared to be of 22 carat gold purity and accordingly she was charged for gold of 22 carat purity plus an additional amount as making charges. By coincidence, the complainant came across the X-ray gold testing facility of Tanishq Jewellers who were offering to check the purity of gold through an X-ray test which was non-destructive. She had the bangles tested and to her utter disbelief, found out that they were of less than 17 carat purity and not 22 carat. Shaken by this discovery, she immediately visited the jeweller from whom she had bought the bangles along with the cash memo. He refused to accept her claim and her efforts to reason with him were in vain. So she came to the CFBP who, with the help of its Legal Cell, drafted a complaint for her to file in the Consumer Court. A notice was sent to the jeweller giving him a last chance to settle the matter before the Consumer Court was moved. "The jeweller rushed to settle the matter with me and the complaint was resolved to my

satisfaction."-Kanta Bhakta

ORGANISATIONS FOR CONSUMERS CERC (Consumer Education and Research Centre) FEDCOT (Federation of Consumer Organisations in Tamil Nadu) Citizen Consumer and Civic Action Group Consumer Voice SMN Consumer Protection Council Consumer Guidance Society of India CUTS (Consumer Unity of Trust Society) Ministry of Consumer Affairs Mumbai Grahak Panchayat Bureau of Indian Standards CONCERT (Centre for Consumer Education Research, Teaching, Training and Testing)

ANY QUESTIONS?

THANKYOUPRESENTATION BY:GROUP-A PRAGYAN AGRAWAL (01) MITALI PRIYA (05) PARUL PRIYA (14) TARANNUM (17) MEDHA (23) JYOTSHANA RANI (27)