Fair Trade Initiative

CONSUMER RIGHTS

THE POWER OF PURCHASE

Every time you pay for a product or service, you sign a contract. Consumer Rights ensure that this contract is fair. It protects you from hazardous goods, hidden charges, and misleading advertisements.

In an era of digital transactions and "Dark Patterns," the market is more complex than ever. You are not just a customer; you are a stakeholder with the legal right to safety, information, and redressal.

FILE A COMPLAINT →READ CPA 2019

Part 2: The Market

The Cost of Silence

Based on National Consumer Helpline Data

1L+

Monthly Complaints

Registered on NCH

40%

E-Commerce

Share of Disputes

5.5L

Pending Cases

Across Consumer Commissions

₹10L

Penalty

For Misleading Ads (CCPA)

The "Dark Patterns" Trap

Companies use psychological tricks in app design to force you into buying. Examples include "False Urgency" ("Only 2 seats left!"), "Basket Sneaking" (adding insurance without asking), and "Subscription Traps" (easy to sign up, impossible to cancel).

Common Violations

MRP Violation: Selling above Maximum Retail Price. Hotels often do this with bottled water (claiming "service").
Defective Goods: Selling products that do not work as advertised or break immediately.
Service Charge: Restaurants forcing a "Service Charge" on the bill. It is VOLUNTARY, not mandatory.

SCANNING INVOICE...

Consumer Fraud Audit

Hidden ChargesHigh Prevalence

Convenience fees, handling charges, unnecessary insurance.

Data PrivacyCompromised

Phone numbers sold to telemarketers at checkout.

Refund DenialCommon

"No Exchange / No Refund" policies are illegal if goods are defective.

"The customer is king only as long as they know their rights. An uninformed customer is a target."

Part 3: The Law

Consumer Protection Act (CPA) 2019

The modernized law replacing the 1986 Act to cover E-Commerce.

Section 2(9)

Six Rights

1. Right to Safety
2. Right to be Informed
3. Right to Choose
4. Right to be Heard
5. Right to Redressal
6. Right to Consumer Education.

Fundamental Pillars

CCPA (Authority)

Central Consumer Protection Authority

A powerful body that can investigate violations suo-moto (on its own), recall unsafe goods, and fine celebrities for misleading ads.

Regulatory Power

Key Legal Provisions

Product Liability (Chapter VI)

Manufacturers, sellers, and service providers are liable to compensate for injury/damage caused by defective products. Even e-commerce platforms are liable.

E-Commerce Rules 2020

Mandates displaying "Country of Origin," total price, and expiry date. Bans manipulation of prices and fake reviews.

Pecuniary Jurisdiction

District Commission: Up to ₹50 Lakhs.
State Commission: ₹50 Lakhs to ₹2 Crores.
National Commission: Above ₹2 Crores.

Part 4: The Barriers

Why Do Consumers Lose?

Delay

Cases in consumer courts often drag on for 3-5 years due to vacancies in judge positions and adjournments.

Small Amounts

If the fraud is ₹500 (e.g., a bad meal), consumers feel the legal cost and effort aren't worth the refund.

Fine Print

"Terms & Conditions Apply." Complex legal jargon hides unfair clauses that consumers unknowingly agree to.

Bot Support

Companies use AI chatbots that loop endlessly, preventing you from reaching a human to resolve a grievance.

Proof Issues

Consumers often lose the bill or warranty card. Without proof of purchase, the case is dismissed instantly.

YOUR ROLE

Always ask for a GST Bill. Keep digital copies. Never accept "No Bill" for a discount.

Part 5: The Response

BRAC CONSUMER PROTOCOL

Empowering you to fight back against corporate malpractice.

1. E-Daakhil Support

Digital Justice.

• Online Filing: Helping consumers file complaints on edaakhil.nic.in without a lawyer.

• Drafting: Writing the complaint notice in legal format.

• Fees: Guiding on nominal court fee payment (often ₹0 for claims <₹5 Lakh).

2. Mediation

Resolving without court.

• Consumer Mediation Cells: Referring cases to statutory mediation for quick settlement.

• Negotiation: Dealing directly with company nodal officers.

3. Awareness Campaigns

Jago Grahak Jago.

• Workshops: Teaching rural consumers to check expiry dates and MRP.

• Fraud Alerts: Warning public about new scams (OTP fraud, Part-time job scams).

4. Product Testing

Science against adulteration.

• Lab Testing: Assisting in sending food/medicine samples to Govt labs.

• Evidence: Using lab reports to prove "Unfair Trade Practice."

5. Class Action

Strength in numbers.

• Group Complaints: Filing one case for 100+ victims (e.g., against a builder).

• CCPA Reports: Reporting widespread violations for mass penalty.

ACTIVATE FAIRNESS

Select your impact level. 85% of funds go directly to programs.

IMPACT LEVEL 1

₹500

Prints 50 "Consumer Rights" pamphlets for a rural market awareness drive.

DONATE NOW

RECOMMENDED

IMPACT LEVEL 2

₹2,000

Pays court fees and drafting costs for a low-income consumer's complaint.

DONATE NOW

IMPACT LEVEL 3

₹10,000

Funds lab testing of food samples to expose adulteration in a region.

DONATE NOW

Tax Deductible under Section 80G.

Transparency: You will receive a donation receipt & impact report.

Frequently Asked Questions

What is the difference between Warranty and Guarantee?

Warranty: The company will repair the product for free. Guarantee: The company will replace the product. Guarantees are rare now.

Can I file a case without a lawyer?

Yes. The Consumer Protection Act allows "Party in Person" to argue their own case. You do not strictly need a lawyer, though legal advice helps.

Is Service Charge mandatory in restaurants?

No. The CCPA has clarified that Service Charge is voluntary. If a restaurant forces you to pay, you can file a complaint on the National Consumer Helpline (1915).

Is my donation tax deductible?

Yes. BRAC is registered under Section 80G. You will receive a tax exemption certificate via email within 7 days.

Disclaimer: This content is for informational purposes only and is not legal advice. Laws may vary by location. BRAC is not responsible for errors, omissions, or consequences arising from its use. BRAC® is a registered trademark. Unauthorized commercial use is prohibited. For corrections or permissions, email info@brac.in