Consumer Rights

What is Right?
Do/should consumers
have rights? Why?

Whats Solution?

I bought a shirt but

when
I
arrived
home I changed my
mind. I took it back
to the shop the next
day but the staff
would not give me a
refund.

Can they do this?

Tina bought new

shoes recently but
the heel of one shoe
broke the second
time
she
wore
them. The shop is
offering to repair
them.
Does
she
would
have to accept this?

I bought a CD
player
after
seeing a private
ad in my local
newspaper.
When I got it
home
I
discovered that it
wasnt working.
What
are
my
rights?

I got a television set

for my birthday but it
doesnt work properly.
The shop manager
told me to send it
back
to
the
manufacturer, as the
fault had nothing to
do with the shop.

Is this correct?

I bought a pair of
jeans for 1200 taka
but discovered that
a shop down the
street was selling
them for 250 taka.

What can I do?

Think of situations

A promo taller, booster, sharper..

The rid pharma incident
Doctors negligence
Fair and lovely----?
Adulterated goods
Price hike
Fraud
Less quality than pledged
Producing copied products
Less quantity/time expired/any activities
endangers life and safety etc.

So, why consumers should be

protected?
Unequal

bargain.
Check Fraud
Human Rights i.e. right to life
Social Justice
National interests

Who is a Consumer?
Who buys and uses goods and services.
Who has paid or deferred payment for an
item
Ultimate user.
Service mean? deficiency of service.
Should a commercial person fall within the
definition of a consumer? ...No.
Should a person who buys goods for
earning livelihood by self-employment fall
commercial purpose?..... No
Services free of charge--? No

What Rights Do Consumers have?

1.
2.
3.

4.

According to CI: 8
Normally: 6
Satisfaction of Basic needs (CI)
Right to safety
Right to Information: quality,
quantity, potency, purity, standard
and price
Right to Choose quality, cost,
preference

 5. Right to be heard raise voice

6. Right to Redress crux of consumer
rights
7.Right to Consumer education
(consumerism)
8. Right to healthy environment (CI)

Who can Complain?

A

consumer
Person/persons having interest
Consumer organization formed under
law
NCRPC or any authorised person in
that behalf
Government and government
authorized person
Concerned distributor/retailer

On what grounds?
Remind

the situation discussed first

Unfair trade practice
Defective goods and hazourdous to
life and safety
Deficiency in services imperfection
etc
More charges than the fixed.

Against whom?
Seller
Manufacturer

of Goods

Where?
Civil

Court?
Magistrate
National consumer rights council
(jatiyo vokta shongrokkhon
parishad)
National Consumer Rights
Directorate
Through consumer associations etc

How to file complaint?

Complaint needs to be in writing. Here are some general

points which you need to take care of while making a
compliant:
Mention complete details of your name, permanent
address, phone number, email ID etc. in the plaint.
Mention the name and address of the opposite party
including its email address, contact number of its
head/registered office, branch office and the dealer for easy
contact.
Mention the date on which the grievance started.
Make sure you mention the events and happenings in a
chronological order. Also send the supporting documents in
the same order so the case is properly understood.
Write the most important aspect of the complaint ---this is
the most important part of the letter.
Clearly state the stake involved.

Contd.

Mention what exactly you expect the opposite party to do.

Do not cover up any mistake at your end. Mention it to the
consumer group/authority for better understanding of the case.
Include as enclosures copies of earlier correspondence, cash
memos, bills etc., policy with terms and conditions in the case of
insurance, loan agreement, terms and conditions of credit cards,
bills, etc., guarantee and warranty of products, reply from the
opposite party, if any.
Even in case you lodge a complaint via email ensure the
attachment of all these papers. Your complaint must be in
complete form.
Mark a copy of the letter sent to the consumer organization, to
the opposite party.
Cooperate with consumer organization as much as possible in its
efforts to solve your problem.
Try to make follow ups to show your seriousness.

Relief?
Remove defect from goods
Punishment (ranging 1 yr to 3 yr, 50000
taka to 3 lakh taka)
Replace goods with similar description
Reimburse price
Compensation for injury
Remove deficiencies in service
Withdraw sale of hazourdous goods
Cease manufacturing of hazourdous goods
Issue corrective advertisements

Which one?
Let

the buyer be aware ?

Or

The

buyer is the king?

El

Pueblo Unido
Jamas Cera Vencido