Consumer Awareness about Consumer Rights In Sangrur District

Shubham Gandhi
Ph.d Research Scholar, Panjab University, Patiala

Abstract - Consumer rights are the rights donated to a consumer to protect him from state
cheated by crooked traders and residence and may cater more protections for the lax and
those unable to see maintenance of them. These rights are good definite by the Consumer
Infliction Act and there are agencies suchlike the governing, consumer courts and unpaid
consumer organizations that knowledge since 1986, yet the consumers are not fully aware
virtually the various viands of the Act specially the rights as consumers. In this study an
endeavor is prefabricated to see the evolution of consumer rights and the construction of
cognizance of taste respondents of Crumble territory on consumer rights. The level of
knowledge service providers. Consumer rights are intentional to ensure impartial job
competition, people line of honest content in the marketplace roughly the consumer rights
and the pre power of various redressed machineries will be an indicant of the thriving
action in consumer extortion move.

keywords - Consumerism, Grievance, Safety, Rights and Protection

I. INTRODUCTION
The Consumer Protection Act was authorized in 1986 to give protection to the
consumers. In any case, even following 30 years of its authorization, the Consumer
Protection Act still faces certain issues and consumer protection still stays faulty in India.
Despite the fact that few stages have been started at the focal and state government
level, still much stays to be accomplished. One of the lacunae is the absence of
mindfulness about their rights. Akram in his examination entitled "Consumer Protection
in India under the Shadow of Legislations "contends that consumerism in our nation has
not yet achieved the take off stage. It is on the grounds that countless consumers are
poor, uneducated insensible, badly educated and chaotic. So as to check the situation, it
is vital to teach the consumers about their rights and the cures accessible to them. With
the innovative headways, acts of neglect and corrupt practices against the consumers
have expanded complex. Indeed, even the informed individuals are not completely
mindful about their rights as a consumer and how to shield themselves from the abuses.
 At whatever point there is some deformity in merchandise, the dealers and producers
censure each other yet none of them gives any help to the consumers. Such a situation
requires, to the point that instruction and mindfulness with respect to the privileges of
the consumers must be taught among the overall population. They should think about
their rights and how to make them significant. Except if the mindfulness achieves the
entire populace consumerism is a fantasy and it won't be useful.

Evolution of the Concept of Consumer Rights

Consumers had a little protection on the planet commercial center before the 1950s. On
March 15, 1962, John F .Kennedy, the then Leader of Joined Conditions of America set
forth the Consumer Bill of Rights to enable consumers to comprehend their rights and
obligations. The rights are On the right track to Security, Ideal to be Educated, Ideal to Pick
and Appropriate to be heard. Further overall consumer development driven by Consumer
Worldwide, a worldwide league included four additional rights that is All in all correct to
Fundamental Needs, Ideal to Redress, Appropriate to Consumer Instruction and Ideal to
Solid Condition. In 1985, eight essential consumer rights were received by the Unified
Countries Get together, which brought about consumers having more grounded consumer
protection strategies around the world. On April 9, 1985, the General Gathering of the
Assembled Countries passed a goals embracing a lot of rules for consumer protection and
approved Secretary General, Joined Countries to convince the part nations, particularly the
creating ones to receive arrangements and laws for better protection of the interests of the
consumers. Besides Ideal to Blacklist is the most recent expansion to the rights of
consumers. These rights announced and perceived globally added another measurement to
consumer protection. At present the consumers have every one of these rights for better
protection. However, in India the Consumer Protection Act 1986 perceives just six of these
nine rights. They are security, information, Decision, Portrayal, Redressal and Consumer
Instruction. A short record of the previously mentioned six consumer rights is exhibited
here under.

Right to Safety

The consumers have the privilege to be ensured against the advertising of products which
are unsafe to life and property. Unique and sufficient guidelines are required to be given to
the consumers with regards to the utilization of the products of complex nature. Therefore,
keeping in perspective of the security of the consumers, the Act necessitates that the
consumers ought to be educated or be made mindful of the dangers associated with the
utilization of the products so they may not be put into risk.

Right to Information
The Act gives the consumer the privilege to be educated about the quality, amount, and
strength, virtue, standard and cost of goods or products. This privilege empowers the
consumer to take discerning and insightful choices when he goes for buying of merchandise
or procuring of any administration.

Right to Choice

The privilege of decision implies the privilege to be guaranteed, wherever conceivable, of

access to an assortment of goods at aggressive costs. At the end of the day, the consumer
has a privilege to choose and buy his preferred result out of various products accessible as
far as quality and cost of goods. A businessperson can't compel upon a client to purchase a
specific brand.

Right to be heard

This right accepts a huge place in law at whatever point there is a debate against any
person in the general public. This implies the right to portrayal with the goal that
consumer's advantages get full and thoughtful thought against exploitative components in
the general public. At whatever point a consumer has a protestation, he has a right to be
heard and furthermore be guaranteed that his advantage will get due thought at fitting
discussion. This right to be heard and considered is critical on the grounds that the various
rights wind up invalid and void without this.

Right to Seek Redressal

It is one stage forward of the right to be heard. The grievances and challenges are made for
hearing as well as for thinking about remuneration to the influenced party. The consumer
has the right to look for redressal against out of line exchange practices or corrupt misuse.
The Consumer Protection Act gives solution for the consumers on the off chance that, the
goods or administrations neglect to keep up the guarantees made by the dealers or
manufacturers or service providers.

Right to Consumer Education

Consumer training alludes to teach the consumer always with respect to their rights. This
right contains the arrangement to get information and abilities expected to make them
educated, sure decisions about goods and products, while monitoring essential consumer
rights and obligations and acceptable behavior on them. Consequently the consumer ought
to be taught about his rights through consumer instruction. Such training can be given by
instructive establishments and institutional offices. Consumer mindfulness and training
would be of much help to achieve adjusted control among purchasers and dealers.
Review of literature

Review of earlier literature is strength for the present study. Following researches had
conducted on consumer rights awareness.

Dr AK Chandra (2014)1, studied the working of Consumer Discussion of Raipur locale and
he additionally breaks down the consumer development and featured the issues being
looked by the Consumer Gathering of Raipur region. He analyzed the hypothesis with
respect to consumer learning and awareness.

Sewanand (2014)2, have depicted in their study Consumer Awareness and Consumer
Protection Act-A study. This study reveals that all the respondents are having general
awareness in relation to consumer protection. They are well- versed with the term JAGO
GRAHAK JAGO almost in all respect. Quality parameters/standards similar to ISO, ISI
Agmark, etc., are also not new to them.

Dr. P.Jayasubramanian and Miss A.Vaideke (2015)3, studied the consumer awareness and
attitude towards consumer protection measures. Their study revealed that no significant
association between gender and attending awareness meetings. They also studied the
association between age and attending awareness meetings. Study also found the
association between age and attending awareness conferences.

Dr.N.Sundaram and C.Balaramalingam (2015)4, have portrayed the Women awareness on

consumer rights. A Study with reference to Vellore city. The result showed that women
consumers showed low level of awareness about consumer rights. The main reason for low
awareness of consumer rights among women consumers is low education and low socio-
economic status.

Dr.Horen Goowalla (2016)5, studied under A study on consumer protection: Its awareness
among the rural people in Assam: A case study with special reference to Jorhat district of
Assam. A survey was conducted on 400 consumers. 90% of the people surveyed have felt
exploited by the seller at one time or the others.75% people were aware of the Consumer
Protection Act, 25% of the people are not. It is also found that 40% of graduate
respondents were aware of the products and their quality while 30% Post Graduates.

Deepika, D.Ratan Kumari (2016)6, have revealed under A Study on Awareness on Legal act
of Consumer Protection among Students. The study was conducted to find the awareness
level among the students towards various consumer protection legislations. Majority
respondents are aware of the Indian Penal Code, 1860. Majority respondents are aware of
various acts. Low level of awareness was reported towards the Hire Purchase Act and the
Railway Claims and Tribunal Act. In the study, it

was found that majority students getting awareness through newspapers, journals and
from course syllabi. The awareness towards Consumer Protection Act is 53.3%.

Jamuna (2017)7, searched under the title, Consumer awareness and attitudes towards
Consumer Protection Act1986. The study was conducted to find the consumer awareness
level. In the study, responses were taken from the respondents related with consumer
responsibilities. Majority respondents had given first rank to get guarantee and warranty
card. It was also found that 67.14% respondents have awareness about the consumer
forums and 53.21% respondents felt that formalities are simple. Majority respondents
disagreed with the argument that Consumer awareness increased with Consumer
Protection Act. 25% respondents felt that trade has increased due to Consumer Protection
Act. Only 20% respondents had given the opinion that Consumer Protection Act created
quality consciousness among the consumers.

Dr.S.Mohan and V.Suganthi (2017)8, have studied in their research work entitled the Rural
Consumers‟ Awareness about Consumers’ Rights. The study conducted to know the
awareness level of rural consumers about the consumers’ rights. The study revealed that
there is a significant association between age, educational qualification, marital status and
monthly income of rural consumers and their awareness about consumer rights and there
is no significant association between gender, type of family, occupation and monthly
income of rural consumers and their level of consumer rights awareness.
Objectives of the study

The study is undertaken for the following objects:

To study about the various consumer rights enacted under the consumer protection act.

To measure the level of awareness on consumer rights among the respondents.

To offer valuable suggestions to improve the awareness level based on the findings of the
study.

Methodology

Survey method has been adopted for the present study. Both primary data and secondary
data were used extensively. The primary data were collected from the general consumers
through a well structured interview schedule and the secondary data were collected from
various published sources.

Sample design

300 sample respondents of Sangrur district were selected for this study. The multi-stage
random sampling method was adopted with the selection of district, blocks and villages,
followed by simple random selection of ultimate respondent consumers.

Statistical tools

The simple percentage analyses and chi square analysis have been applied to analyze the
awareness level of the respondent consumers towards consumer rights.

Analysis and interpretation

Table 1: Percentage analysis

Factors No. of Respondents Percent

Age

Below 20 Years 54 18

21 - 40 Years 120 40

41 - 60 Years 66 22
Above 60 Years 60 20

Gender

Male 168 56

Female 132 44

Marital Status

Married 126 42

Unmarried 174 58

Educational Qualification

Illiterate 78 26

School Level 54 18

College Level 66 22

Professionals 102 34

Occupation

Private Employee 96 32

Government 30 10
Employee

Business 66 22

Agriculture 78 26

Others 30 10

Number of Family Members

0-2 156 52

4-Mar 72 24

6-May 42 14

Above 6 30 10

Monthly Income
Below Rs. 10000 42 14

Rs. 10001 - 20000 128 32

20001 - 25000 96 26

Above 25000 66 22

Family Type

Joint Family 162 54

Nuclear Family 138 46

Community

FC 132 44

BC 102 34

MBC 24 8

SC & ST 42 14

Awareness about Consumer Protection Act

Yes 228 76

No 72 24

Awareness of Consumer Rights

Rights to Heard 42 14

Rights to Informed 42 14

Rights to Redressal 60 20

Rights to Consumer 42 14
Education

Rights to Healthy 36 12
Environment

 
Infringement of Consumer Rights

Rights to Safety 36 12

Rights to Choose 48 16
Rights to Heard 48 16

Rights to Informed 54 18

Rights to Redressal 48 16

Rights to Consumer 12 4
Education

Rights to Healthy 48 16
Environment

Awareness of Consumer Court

Yes 192 64

No 108 36

Source of Information

Friends 30 10

Advocates 78 26

Voluntary Consumer 60 20
Organisations

     

Press Media 48 16

Electronic Member 48 16

School and Colleges 36 12

Total 300 100

Compensation for the loss or inquiry suffered

Yes 162 54

No 138 46

Replacement of Goods

Yes 228 76

No 72 24
Refund of Excess Payment

Yes 198 66

No 102 34

Replacement and Compensation

Yes 156 52

No 144 48

Refund, interest and Compensation

Yes 210 70

No 90 30

Repair of defective goods

Yes 156 52

No 144 48

Payment of Interest on Capital / Deposits

Yes 240 80

No 60 20

Payment of insured sum

Yes 192 64

No 108 36

Stopping of unfair Trade Practices

Yes 108 36

No 192 64

Repair of Telephone

Yes 180 60

No 120 40

Any other fom of Redressal

Yes 204 68

No 96 32
Awareness of Monetary Jurisdiction of CDRA

Yes 216 72

No 84 28

Grievance Redressal of Consumer Court

Yes 222 74

No 78 26

Complaint Filling

1 Month 54 18

2 Months 78 26

3 Months 66 22

6 Months 54 18

12 Months 24 8

More than 12 24 8
Months

Hearing Intermission

1 to 2 Month 60 20

3 to 5 Months 78 26

4 to 5 Months 72 24

5 to 6 Months 54 18

6 to 7 Months 24 8

More than 7 Months 12 4

Service of Advocates

Yes 240 80

No 60 20

Advocates fee

Very high 42 14
high 126 42

Moderate 54 18

Low 42 14

Very low 24 8

Not Applicable 12 4

Awareness about Voluntary Consumer Organisation

Yes 240 80

No 60 20

Services of Voluntary Consumer Organisation

Yes 234 78

No 66 22

Service offered by VCO

Advice how to 204 68

proceed the case

Attempt to    
settlement of case by
themselves
60 20

Advocacy to proceed 36 12
the case

Service Charges

Yes 78 26

No 222 74

Range of Service Charge

Very high 48 16

high 36 12

Moderate 156 52

Low 42 14

Very low 18 6
 Problems in Order Execution

Opposite party 96 32
hesitated to obey
the orders

Opposite party 30 10
belongs to another
state

Consumer Courts    
have limited powers
only
114 38

Negligence of office 60 20
staff

The above table 1 shows the respondents in 21 to 40 categories in age group who are
professionals earn income of Rs. 10001 to Rs. 20000 were highly aware about the consumer
protection Act. Many consumers had awareness about redressal rights and corrective
measures of the consumer courts like payment of insured sum, compensation and
replacement of goods, etc. consumers also approach Voluntary Consumer Organization and
they were satisfied on its services. Consumer faces such problems like hesitation of obeying
the orders and they suggest that the court have limited powers to penalize the
malpractices.

Factor analysis

Factor analysis is a very useful method for reducing data complexity by reducing the
number of variables being studied. It was used to identify the level of satisfaction in online
shopping. To determine the appropriateness of applying the factor analysis, the KMO and
Bartlett’s test measures were computed, and the results are presented. The KMO measure
of sampling adequacy was calculated by using the correlation test, to check whether the
variables in the sample were adequate to correlate. The general rule of thumb is that the
KMO value should be greater than 0.5 for a satisfactory factor analysis to proceed. By
observing the result, it can be observed that the KMO value is 0.000. The Bartlett’s test of
sphericity was also found to be significant at the 1% level, providing evidence of the
presence of the relationship between the variables and it made a sense to continue with
the factor analysis.

Table 2(a)

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling.506

Adequacy.
Approx. Chi-Square 1074.911
Bartlett's Test of Sphericity df 61
Sig. .000

Total Variance Explained:

The Table 2 (b) shows the eigen values, percentage of variance, cumulative and the total
variance of the variables identified for the study. The result show that the eigen values of
the first three factors alone is greater than 1, indicating that these factor alone were
appropriate for inclusion in the analysis. These eight factors together accounted for nearly
65% of the total variables. These are quite good as we were able to economize on the
number of variables (from 8 variables to 4 factors).

Table 2(b)

Correlation Matrix
1 2 3 4 5 6 7 8
Sig. (1-tailed)

Motivation given by office bearers to become a member . . . . . . .

00 00 00 00 16 00 02
0 2 1 0 9 7 3

Guidance to help at the time of entering in Consumer . . . . . . .

Protection Council 00 00 00 07 04 00 20
0 0 1 8 8 7 5
 Creating awareness by conducting various campaigns on . . . . . . .
different issues 04 00 00 08 01 00 00
8 0 0 9 0 1 6
Consumer Protection Council officials' attitude at the
time of making claims/ compensation
. . . . . . .
00 00 00 00 04 06 12
1 1 0 0 5 7 9

Timely issue on action notice to the concerned . . . . . . .

department / servgice centers 00 07 08 00 00 01 19
1 8 9 0 0 8 3

Concern authority response for Consumer Protection . . . . . . .

Council notifications 16 00 01 04 00 00 18
9 1 0 5 0 0 9
Adequate amount of claim settlement through Consumer
Protection Council negotiation
. . . . . . .
00 00 00 06 01 00 00
7 7 0 7 8 0 0
Providing latest information about consumer rights
through Consumer Protection Council
. . . . . . .
02 20 00 00 19 18 00
3 5 6 0 3 9 0

Table 2 (c)Total Variance Explained

Compon Initial Eigenvalues Extraction Sums of Rotation Sums of Squared

ent Squared Loadings Loadings
Tot % ofCumulativ Tota % ofCumulativ Tot % ofCumulativ
 al Variance e % l Variance e% al Variance e %
1 1.89 23.630 23.630 1.89 23.630 23.630 1.57 19.652 19.652
0 0 2
2 1.73 21.658 45.288 1.73 21.658 45.288 1.53 19.216 38.868
3 3 7

3 1.35 16.949 62.237 1.35 16.949 62.237 1.50 18.773 57.641

6 6 2
4 1.11 13.896 76.133 1.11 13.896 76.133 1.47 18.492 76.133
2 2 9
5 .6187.720 83.853
6 .4986.230 90.082
7 .4395.481 95.564
Extraction Method: Principal Component Analysis.

Table 2 (d)

Component Matrixa

Component

1 2 3 4
Motivation given by office bearers to.561 -.157 .565 -.279
become a member
Guidance to help at the time of entering in
Consumer Protection Council
-.188 .773 .081 -.383
Creating awareness by conducting various
campaigns on different issues
.580 .430 .071 .501
Consumer Protection Council officials'
attitude at the time of making claims/
-.570 .157 .544 .329
compensation
Timely issue on action notice to the
concerned department / servgice centers
 .456 -.211 .635 -.306
Concern authority response for Consumer -.125 .787 .036 -.380
Protection Council notifications
Adequate amount of claim settlement
through Consumer Protection Council
.568 .486 .017 .512
negotiation

Providing latest information about-.577 .012 .569 .309

consumer rights through Consumer
Protection Council

The purpose of factor analysis is the reduction of data. The satisfaction of the customers
regarding factors that affect the level of satisfaction on Consumer Court was measured
using 8 variables, which were reduced to 4 underlying factors. These four factors are
awareness, services, accommodation and counteractive measures of Consumer Court. The
present study has revealed that these four factors affect the level of satisfaction on
Consumer Court.

Findings:

The above analysis shows the respondents in 21 to 40 categories in age group who are
professionals earn income of Rs. 10001 to Rs. 20000 were highly aware about the consumer
protection Act. Many consumers had awareness about redressal rights and corrective
measures of the consumer courts like payment of insured sum, compensation and
replacement of goods, etc. consumers also approach Voluntary Consumer Organization and
they were satisfied on its services. Consumer faces such problems like hesitation of obeying
the orders and they suggest that the court have limited powers to penalize the
malpractices.

Regarding with factor analysis, the satisfaction of the customers concerning factors that
affect the level of satisfaction on Consumer Court was measured using 8 variables, which
were reduced to 4 underlying factors. These four factors are awareness, services,
accommodation and counteractive measures of Consumer Court.
Suggestions

Beside of the previously mentioned finding and the perceptions made by the specialist amid
the overview, the accompanying proposals are made awareness on consumer rights at
various dimensions might be made broadly, more than once and successfully by utilizing all
methods for correspondence like print and electronic media.

Government of India may educate through fundamental enactment, all the TV stations in
India, to save a primetime opening to run commercials or messages or projects on
consumer welfare and protection. Walk fifteenth of consistently is seen

as a "Consumer's day". Fitting projects might be led by the consumers, dealers and by the
government to make and strengthen awareness on consumer rights among all. Like the
national honors for the best consumer associations, the state government may ffer honors
to every one of the individuals who have contributed or worked for the reason for
consumer protection or welfare on this day.

No development can be successful except if youngsters are engaged with it and consumer
development is no special case to it. Viable advances ought to be taken to urge youth to
participate in the activities of spreading consumer rights among the general population
particularly in rural partition.

Conclusion

The study reveals just fourteen percent of respondent consumers have abnormal state of
awareness on perceived six consumer rights and the awareness level on staying eighty six
percent isn't much great. The best enthusiasm of consumers must be secured through
effective cooperation among consumers, representatives and government. The
Administration must make solid strides in expanding consumer awareness; encourage
consumer instruction, preparing and explore. The accomplishment of consumerism‟ is
conceivable just when every one of the consumers is completely mindful of their rights.
Only presenting rights upon the consumers won't fill the genuine need except if these rights
are upheld in their actual letter and spirit.

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