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Issue
1.1
POWER
A bi-monthly resource for the consumers
May 2010 Rs.25
19 Consumers Role in
Dispute Redressal System in India
Impact of Ads
on Rural Consumers
PA G E 1 0
State of Consumers
in Shimla
PA G E 1 6
Standards:
A Part of Your Life
PA G E 2 3
Customers of Mobile &
Fixed Telephone & Television
must read this for getting
better services
TRAI invites all the stakeholders to visit its website: www.trai.gov.in for full Details of the
Regulations, Tariff Orders, and Directions issued by the Authority from time to time.
I
Volume 1 . Issue 1 am happy to know that the Citizens' Awareness
Group (CAG) is publishing bi-monthly magazine
"Consumers Power". The Citizens' Awareness
EDITORIAL TEAM
Group was registered with TRAI as Consumers
Mr. Surinder Verma Advocacy Group in 2007 and has acquired good
Dr. Navleen Kaur
Ms. Manjeet Kaur
knowledge about telecommunication services,
Mrs. Sudesh Kumari regulations governing its provisions and redressal of
Ms. Richa Priya
Ms. Medha Kapoor consumer grievances. It has been organizing several
Design & Layout seminars and workshops to generate awareness about
Core Communications Pvt Ltd
0172 2613190 the rights of consumers.
info@corepr.com
Consumer Advocacy Groups play significant
role in empowering consumers, particularly in matters
connected with Telecommunications, Broadcasting and
Cable Services. I am confident that the Citizens'
All articles and advertising
Awareness Group would supplement the efforts of
material should be forwarded to :
Telecom Regulatory Authority of India in protecting the
The Editor interests of consumers and generating awareness
CITIZENS AWARENESS GROUP
Room No. 3 (Basement) about their rights. I wish the organization great success
Karuna Sadan, Sector-11-B
Chandigarh-160011 in its endeavors.
Tel & Fax : 0172-4007412
Mobile: 094170 08805
093177 25073
E-mail :
citizenawareness@yahoo.com
citizenawarenessgroup@gmail.com
consumerspowerchd@yahoo.com
Website
www.cagchandigarh.in J. S. Sharma
I I
am happy to note that Citizens Awareness t gives me pleasure to say that Citizens
Group has started a bi-monthly magazine Awareness Group Chandigarh has
Consumers Power and this issue will focus on started a bi-monthly magazine titled
the consumer awareness in the telecom and
"Consumers Power". As we all know,
broadcasting sectors. Mr. Ram Niwas consumers are the largest social group in any
The mission of Telecom Regulatory Home Secretary society. They face a number of problems
Authority of India (TRAI) is to ensure that the Chandigarh Administration relating to the goods purchased by them and
interest of consumers are protected and at the
same time to nurture conditions for growth of services hired on payment. It is a common
telecommunication, broadcasting and cable knowledge that in every sphere whether it is
I
t gives me immense pleasure to know airlines, banks, railways, insurance, courier
services in a manner and at a pace which will
enable India to take a leading role in the emerging that Citizens Awareness Group has agencies, housing, building activity, trading,
global information society. started a bi-monthly magazine investments, education, telephone/mobile,
Consumers Power for the consumers of electricity, water supply, hospital etc., the
The service providers should ensure quality
of service and attend to consumer grievances as this region. I appreciate the working of the consumers hire services and in many cases
per the benchmarks and procedures prescribed by group with the objective of creating face, problems like the cancellation or delay,
TRAI. This is one of the concern of the regulator. In awareness about various issues related to repudiation of claims, levying of' heavy
order to this concern and to achieve its Mission, health, literacy and consumer problem charges, medical negligence or non supply
TRAI has been conducting various regional from its inception. I hope that this or short supply of goods. The consumers are
workshops for capacity building of Consumer magazine will empower the consumers of
Advocacy Groups (CAGs) and consumer the most unorganized group and need to be
this entire region by providing them timely educated about their rights. Many of the
education at regular intervals at different places.
information about the intricacies of market. consumers suffer deficiencies, losses and
The sole aim of this exercise is to raise consumer
awareness as end users through CAGs. TRAI I personally welcome the launch of humiliation simply because they are not
have been consistently striving towards improving the magazine here in this region, and aware of the remedy or they feel that the
the response of the service providers to the congratulate the entire team of CAG for damage caused is bearable as compared to
consumer needs and consumer complaints. Print the harassment and delay which they may
creating consumers.
media has always been playing a significant role in
suffer in pursuing the remedy before the
raising consumer awareness amongst consumers
and service providers by raising consumer centric Courts. The "Consumers Power" magazine
issues. I am sure your magazine will also being launched by the Group is expected to
contribute towards this aspect. take care of these problems and impart not
I wish the Citizens Awareness Group all only education to the consumers about their
success in their foray to launch Consumers rights but also assist them to redress their
Power magazine and hope that the content of the
Ram Niwas grievances.
magazine will be such that will enlighten the
I wish success to the Citizens
consumers about their rights and obligations for
Awareness Group, is the need of the hour.
getting proper quality telecommunication and
broadcasting services.
R.N. Parbhakar
Jagroop Singh Mahal
I I
t gives me immense pleasure to know am pleased to know that Citizens
I
t gives me immense pleasure to know
that the Citizens Awareness Group is that Citizens Awareness Group has Awareness Group (CAG), a voluntary
launching 'Consumers Power' a starred a bi-monthly magazine organization, has decided to publish its
bi-monthly journal dedicated to Consumers Power about various issues bi-monthly magazine Consumers Power
consumers. related to health, Literacy and Consumer with an objective to generate awareness
problems for the consumers of this region. among citizens about their rights and
The Group has been playing a vital role in I convey my best wishes to the group and responsibilities and simultaneously assist
spreading awareness amongst the wish it all success. them in redressal of their grievances. I am
masses about various consumers related sure that this effort of the CAG, would go
issues. Their contribution in spreading a long way in fostering a sense of
public awareness about the rights of fraternity among the citizens. I
consumers has significantly supplemented congratulate the organizers and wish the
the endeavor of Bureau of Indian publication a grand success.
Standards in creating awareness about Arun Kumar Gupta
various activities of BIS.
Kindly accept my heartiest congratulations
and best wishes for your magazine which I
am sure will go a long way in further Nilkanth S. Avhad
promoting the values concerning the
consumers.
Ms. K. K. Narang
9
Telecom
Services
10 Impact of
Advertisements
14 TRAI
Basic Information
Dear Readers
I am greatly pleased to present to our natured readers- the consumers community- with this newest
16 Consumer Awareness magazine Consumers Power. In today's world, consumers wield the power..the power to demand
the best.
In this issue, we had brought forward the rights of consumers in Telecom Industry. I am extremely
delighted on sharing Basic information on Telecom tariff and rate related issues and about the Role
of consumers.
19 Role of Consumer I am heartly thankful to Mr. Bejon Mishra, Professor MC Pal, Dr. Akshat Mehta, Dr. Babita Aggarwal,
Dr. Meenu Aggarwal, Dr. Mamta Mokta and Ms. Renuka Salwan for their intresting articles.
Apart from the introduction to TRAI by Dr. Akshat Mehta, you will also come to know about the
Common Charter of Telecom Services in this issue.
23 Standards :
A part of our Life
I feel extremely proud in incorporating the write-up on National Seminar on Role of Cosumer
Disputes Redressal system in India: Issues, Challenges and opportunities. Seminar was
co-ordinated by Professor MC Paul, School of Social Sciences, Jawaharlal Nehru University, New
Delhi. Seminar was organised as a mark of respect to the true spirit of UN Guidelines for Consumer
Protection (UNGCP) issued 25 years ago in 1985.
24 TRAI :
An Introduction
In a past few years Telecom industry has grown at a rapid pace with an upcoming of loads of
telecom companies, which had left the consumer in a state of confusion. The choice is extremely
difficult for the consumers of telecom industry as so many big brands have stepped into, leaving the
market overloaded.
30 Consumer Awareness -
Rights & Responsibilities
Is Consumer Really
the King in India?
"Consumerism" is likely to dominate the Indian market in the coming years, thanks to the
economic reforms in the present years and increased direct foreign investment in the retail
sector. The transition will be from a predominantly "sellers market" to a "buyers market"
where the choice exercised by the consumer will be influenced by the level of consumer
awareness achieved.
C
onsumers are consumer as envisaged in seller beware). There is Cosmetics Act, 1940.
considered to be the Consumer Protection an active need for having Even though different
king in a free Act (1986) viz. Right to awareness on the parts of India exhibited
market; the sellers are safety, Right to be consumer protection different levels of
guided by the will of a informed, Right to choose, rights. awareness, in general, the
consumer. Webster's Right to be heard, Right to level of awareness was
Evolution of Consumer
dictionary defines redress, Right to pretty low. Indian
Protection Rights in
Consumerism as "the consumer education, consumer movement
India
promotion of the Right to satisfaction of began with Passengers
consumer's interests" or basic needs and ensuring The consumer movement and Traffic Relief
alternately "the theory right standards for the in India is as old as trade Association (PATRA) in
that an increasing goods and services for and commerce. In Mumbai, in 1915. The
consumption of goods is which one makes a Kautilya's Arthashastra, growth from there has
economically desirable". payment. The big there are references to the been incredible and the
concept of consumer
"Consumerism" is likely to multinationals will leave momentum of this growth
no stone unturned to gain protection against started during the 60s.
dominate the Indian
the attraction of the exploitation by the trade In 1969, Monopolies and
market in the coming
consumer and will try to and industry, short Restrictive Trade
years, thanks to the
gain a respectable market weights and measures, Practices MRTP act was
economic reforms in the
share. However, some of adulteration and enacted and MRTP.
present years and
the companies try to punishment for these Commission was set up
increased direct foreign
engage in unscrupulous, offences. However, there under the provision of the
investment in the retail
was no organised and
sector. The transition will exploitative and unfair act. The act deals with
trade practices like systematic movement cases of restrictive trade
be from a predominantly
defective and unsafe actually safeguarding the practices, adversely
"sellers market" to a
interests of the
"buyers market" where the products, adulteration, affecting competition, and
false and misleading consumers. Prior to with unfair trade
choice exercised by the
advertisements, independence, the main practices arising largely
consumer will be
hoardings, black- laws under which the out of false and
influenced by the level of
marketing etc. The earlier consumer interests were misleading
consumer awareness
approach of caveat considered were the advertisements. After this
achieved. By
emptor, which means Indian Penal Code, act, consumer
"consumerism" we also
Let the buyer beware, Agricultural Production, groupscame into force,
mean the process of
Grading and Marketing emerged. The emergence
realising the rights of the has now been changed to
caveat venditor (Let the Act, 1937, Drugs and
A
ll Service available to them at any disputes. They also agree accompany the letter of
Providers given point of time, the to resolve the disputes as request.
acknowledge the tariff rates applicable to per the guidelines of TRAI All Service Providers
rights of citizens to have each of these, their issued from time to time. agree to provide in their
a free choice in selecting validity, terms and All Service Providers bills related call and tariff
their Service Providers conditions, payment agree to provide an details, payment
and agree to promote their policies, the billing applicant basic telephone procedures and list of
services in the best spirit processes and connection within 7 days points at which payments
of competition and procedures and the of registration, subject to can be made by
traditions of service to structure within the technical feasibility and subscribers.
consumers. All Service organization where the mobile connection All Service Providers
Providers agree to information and immediately subject to agree to register
promote the consumers' clarification on consumer compliance of all required complaints in all areas of
right to education, choice, redress systems for formalities by the their service immediately,
representation and complaints and billing subscriber. if delivered in person or
redress. disputes will be available All Service Providers by e-mail and within 24
All service providers with all their relevant agree to repair the faults hours on receipt of the
assure that the privacy of contact numbers. within 24 hours of receipt complaint by post.
their subscribers (not All Service Providers of complaint from a All service providers
affecting the national agree to arrange human subscriber, wherever shall render service
security) shall be interface with responsible technically feasible. without discrimination to
scrupulously guarded. company executives All Service Providers every citizen as per his
All Service Providers whose name and identity agree to ensure shifting of eligibility defined below
assure that their are made known during telephone connection and who undertakes to
subscribers shall be the process of disputes within 3 working days pay all charges and
entitled to interact with resolution in addition to within the same deposits:
them, either personally or arrangements like exchange, 5 working days For the purpose of this
through their authorized Customer Care Service for intra city and 30 clause, a citizen shall be
representatives. through Call Centres. working days for inter defined as an individual
For information and All service providers city exchanges and above the age of 18 or an
education of subscribers, agree to inform their closure (disconnection) of institution, NGO or
all Service Providers agree subscribers on the reverse telephone connection business/service
to inform their of each* bill, their within 3 days, on receipt organization engaged in
subscribers of the broad consumer grievance of a letter of request from any activity which is
range of services offered, redress process with the subscriber. An permissible under the
the individual plans respect to fault authenticated copy of the laws of the land.
complaints and billing last telephone bill shall
Continued on Page 15
T he customer must
be given complete
details of tariff plan
including charges payable
for every item included in
versa without paying any
fee or charges for
migration and without
change of telephone /
mobile number.
in any tariff plan. If
chargeable, it shall be
optional for customers.
Customer consent a
Call Center shall register
the complaint / request
and provide docket
number to the
complainant.
must for providing
the plan within a week of Even if the talk time value Chargeable Value Added In case the customer is
activation of service. has been exhausted, the Services not satisfied with the
While taking the new prepaid customers should No chargeable value added redressal of his complaint
connection, you can get all the services, which service like ring tone, at the Call Center level, he
obtain the contact details do not affect talk time caller tune, missed call may approach the Nodal
of the Call Centre, Nodal value, like incoming alert, music / songs etc. Officer and then the
Officer and appellate calls/SMS etc. during the shall be provided to a appellate authority. For
authority of service entire validity period. customer without his/her contact details of Call
provider for making your Unused balance in the explicit consent. Centre, Nodal Officer and
complaints. prepaid card at the end of appellate authority, you
All communications/
No hike in any tariff item the validity period is to be may visit the Website of
advertisements relating to
or charges is permitted carried forward if your service provider.
premium rate services e.g.
during six months from recharged during the ring tones, wallpaper, Complaints pertaining to
the date of enrolment of grace period specified for service disruption / faults
astrology, quiz etc. should
the subscriber in a tariff the purpose. have the pulse are to be attended within
plan. Fixed line and broadband rate/charges for the a maximum period of 3
In tariff plans having customers to be given service. days and billing
validity of more than six rental rebate for faults not Whom to contact in case complaints within 4
months including lifetime rectified within 3 days of weeks by telecom service
of telephone / mobile
plans no tariff item or making complaint. provider. In the event of a
complaints?
charges shall be increased No rental for national request for termination,
All service requests/
at any time during the roaming facility. Receiving complaints are to be made the services shall be
promised validity period. SMS is free while national to the Call Center. The terminated by telecom
'Lifetime validity' means roaming.
the duration of the Processing fee, if any, in
current license or
renewed license of the
the talk time top up Do you know?
recharge shall not exceed
service provider. Rs.2/-. Fixed line and broadband customers to be
The customer is free to
move from one tariff plan
Calling Line Identification given rental rebate for faults not rectified
Presentation (CLIP)
to another, including post facility cannot be made a within 3 days of making complaint.
paid to pre paid and vice compulsory item of tariff
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him.
He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is a part of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.
Mahatma Gandhi
T he world is a global
village and the
consumer is king,
yet he is striving to create
Moreover, the goods must
be acquired for final
consumption and not for
the purpose of
if he purchases goods for
commercial or resale
purpose (Rakesh
2000).The process of
district forum Shimla has
its jurisdiction over four
Districts of Shimla,
Solan, Sirmour & Kinnaur
a niche for himself. The manufacture or resale development coupled with District. While Mandi
growing interdependence (Agarwal, 1989) Every increasing liberalization district forum has its
of the world economy and individual irrespective of and globalization across jurisdiction extended over
international character of his age, sex, religion, the country has enabled Districts Mandi, Kullu
many business practices status is a consumer and consumers to realize their and Lahual Spiti. District
have contributed to the thus they are required to increasingly important forum Kangra's
development of consumer exercise proper check and role in society and jurisdiction extends over
protection (Gambhir caution while making governance( Aggarwal Kangra Chamba & District
,2007) Citizens have purchase of item (Sharma 2006). Forum Una's jurisdiction
always been exploited by 2005).A Consumer is Consumerism under extends over District Una,
agencies and institutions, anyone who buys or Himachal Pradesh Hamirpur and Bilaspur.
both in private and public agrees to buy any goods Consumer Protection The District Consumer
sectors, as they are not for a consideration which Rules 1988 Himachal Dispute Redressal Forum
orgnanised formally to has been paid or promised Pradesh State Consumer has jurisdiction to
take remedial action. or partly paid and partly Disputes Redressal entertain the claim,
Such complaints are more promised or under any commission, District where the value of the
in public utility services system of deferred Consumer Dispute goods and services and
like electricity, water, gas, payment. Redressal Forum were compensation claimed
railways, and transport. Consumer also includes established in 1989. does not exceed Rs.20 lacs
(Goel 2004) any user of such goods According to provisions of the state consumer
The term consumer has other than the person these rules Himachal dispute redressal
been defined as any who actually buys goods Pradesh has established commission has
person who seeks or and such use is made with four District Consumer jurisdiction to entertain
acquires goods for the approval of the Disputes Redressal the claims where the
personal, family or purchaser. However a Forums at Shimla, Mandi, value of goods and
household purpose. person is not a consumer Kangra and Una. The services and
N ational seminar
on Role of
Consumer
Disputes Redressal System
in India : Issues,
attended the National
seminar for two days from
all over the country
belonging to faculty and
students from IIPA,
Pranab Banerjee, Prof.
Sheetal Kapoor, Prof. P.
Moorthy, Prof. Meenu
Agrawal, Advocate Rajeev
Saxena, Advocate Apurva
to take initiative as
regards to the enactment
of special Act to protect
consumer rights from the
free market activities. So
Challenges and Universities like A. Dave, Prof. Savita this year is the Silver
Opportunities on Pondicherry, Delhi Hanspal, Dr. S.K.Kejriwal, Jubilee year for issuance
12-13th March 2010 by University, JNU Dr. Ajay Kumar, Dr. O.P. of the UN Guidelines and
Professor M.C. Paul, GAE, University, Government of Samy, Mr. Hitoshi Ota it is certainly an
School of Social Sciences India, Judiciary, Senior (Japan) Brig. Manaktala, auspicious year for all of
of JNU, New Delhi in co- Advocates, NGOs/ VCOs, Capt. Dasgupta, Col. us gathered here to
operation with Professor Mass Media. They were Angad Singh, Col. Dua, deliberate on the issues
Bupinder Zutshi, CSRD. Justice J.D. Kapoor, Mr. Pankaj Singh, and challenges of
We are happy to note here former President of Delhi Advocate Biraja consumer rights
that the Hon'ble Minister, state Consumer Mahapatra, Advocate protection. In fact this
Prof. K.V. Thomas, MOS, Commission, Hon'ble Atulesh Kumar, Prof. Hari National seminar is a
Consumer Affairs, Justice R.K. Batta, Dev Goyal, Prof. M.C. Paul humble attempt to pay a
consented to be the Chief Member NCDRC, Shri et al including many tribute to that spirit of the
Guest Since the topic of Anupam Dasgupta, students and faculty UN Guidelines. It is
the seminar was very Hon'ble Member, NCDRC, members and concerned equally true that based on
close to his heart but Mrs. Rajyalaxmi Rao, Aam Consumers. the UN guidelines, the
could not do so. As he former member of Welcoming the Government of India had
said, nevertheless, in NCDRC, Dr. P.K. Agrawal, participants Prof. M.C. taken the right initiative
view of some unavoidable, former Principal Paul, the Co-ordinator of in the Parliament and
unforeseen, urgent and Secretary, Department the National Seminar, has enacted a landmark Act
important Parliamentary Consumer Affairs, underlined the fact that called The Consumer
commitment I was unable Government of West this seminar is organized Rights Protection Act of
to avail the opportunity. Bengal, Sri Debasis as a mark of respect to the 1986. The basic purpose
All the participants were Bagchi, former Inspector true spirit of UN of this welfare Act is to
thankful to the Hon'ble General of Police, Dr. Guidelines for Consumer exclusively protect the
Minister for his best Prem Lata, Member West Protection (UNGCP) consumers from the
wishes and compliments District Fora, Mr. P.A. issued 25 years ago in various types of market
for the successful conduct Krishnamoorthy (GTZ), 1985. It was nonetheless exploitation.
of the seminar. Patrick Von Braunmuhl, a bold step that made He also expressed his
About 93 participants GTZ (Germany), Dr. Satya some of the world leaders extreme happiness that he
Sharma (Malaysia), Prof.
E veryone of us follow
some standards in
our day-to-day life
like office going, adhering
to traffic signals etc. , the
granted. Its absence
however can send us into a
fit of fury. Who, for
instance, has not been
concerted efforts to train
and educate various office-
bearers of consumer
associations about BIS
Fitted with ISI element
as these marking are
spurious and illegal and
mislead the consumers.
irritated by the seeming activities. Awareness Consumers are advised to
consequences are obvious,
lack of standardization of program are being be wary of such
if we violate them. In fact
clothes sizes or frustrated organized through its misrepresentations and
standardization touches
when the light bulb we regional and branch bring them to the Bureau's
every aspect of our life be it
brought for our lamp does offices. Efforts are also notice.
our daily life, our work
not fit or the safety razor being made to spread As a quality conscious
places, our movement or
blade does not fit into the awareness about consumer you must try a
any other activity. It is the
safety. standardization and the wide range of standardized
foundation stone on which
If safety, compatibility, BIS role among school goods available in the
our society is built.
reliability and quality are children so as to bring market. Your feedback
Standardization is a
clearly crucial factors for about an understanding would help the BIS tighten
universal phenomenon and
consumers, value for about the role of the supervisory control
you observe it in nature all
money is another gain, the standardization during over manufacturers and
the time. You see the
consumers make from during their formative this, in turn , would help
orderly movement of
standards. In today's time years. the industry concerned to
planets, starts chance of
of open economy, world The BIS has all India become a trusted and
seasons, seasonal growth
wide standards create the network. Its consumer's respected enterprise for
of plants. The structure of
condition for open trade affairs department is there the common man, thereby
flora, fauna and human
which put manufacturers to help consumers, in case making a vital
being is standardized.
and the consumers in a they come across any BIS contribution to the
Coming to the benefit of
win-win situation. For the certified product which improvement of life. So,
standards, imagine the
manufacturers, the cost of they deem to be when you are out shopping
ordeal in selecting a book
seeking to satisfy different substandard. The use of next time, do not shop
of your choice in case of
national market needs is standard mark or its blind folded and be careful
urgency from a library
reduced and the customers imitation is an offence that you buy quality
which does not follow a
benefits from competition under the BIS act, products. There might be a
standard practice, imagine
among suppliers vying to punishable with slight price difference but
the plight of a patient and
meet his needs. imprisonment extending life after all is a matter of
doctors using non-
up to on year and a fine of quality and safety..
TRAI
Telecom Regulatory Authority of India
Authority of India (TRAI) (iv) ensure the quality of important role in
was constituted in 1997 service; facilitating competition,
under The Telecom (v) monitor the quality of monitoring quality of
Regulatory Authority Of service and conduct service, regulating tariff,
India Act, 1997, dated the periodical survey ensuring universal service
28th March, 1997. The Act of such provided by obligation and involving
Dr. Akshat Mehta
Reader, Deptt. Public Adminstration was further amended in the service providers; various stakeholders. TRAI
Punjab University, Chandigarh the year 2000 by the and has issued several Orders,
promulgation of The Directions and Regulations
P rior to the 1991-92 Telecom Regulatory (vi) ensure effective addressing the concerns of
economic Authority Of India compliance of consumers including the
liberalization, (Amendment) Ordinance, universal service Quality of Service
telecommunication 2000, dated 24th obligations (Gazettes standards.
services in India were January, 2000. The major of India, 1997, 2000).
TRAI has institutionalized
monopoly of the state aim of TRAI is to provide The TRAI comprises a full mechanism for registration
sector. These services were an effective regulatory time Chairperson, not for consumer
opened to the private framework, adequate more than two whole time organizations with it. TRAI
sector during post- safeguards to ensure fair members and not more interacts periodically with
liberalization period. Since competition and protection than two part-time these consumer
the entry of private sector, of consumer interests. members, to be appointed organizations or Consumer
these have witnessed a TRAI has been assigned a by the Central Advocacy Groups (CAGs).
phenomenal growth in large number of functions, Government. Special Citizens Awareness Group,
terms of increase in out of these the most knowledge of, and Chandigarh is one amongst
number of services and important functions professional experience in 41 such groups. Through
service providers. The include, to: telecommunication, mutual discussions
growing role of the private industry, finance, between these consumer
sector in the telecom sector (i) facilitate competition accountancy, law,
and promote efficiency management or consumer organizations and service
has raised policy questions providers, a Common
such as fair competition; in the operation of affairs constitutes the
telecommunication Charter of Telecom Service
prices; quality of services qualifications for was finalized, under the
and social and spatial services so as to appointment as
facilitate growth in aegis of TRAI to be adopted
equity. Keeping this in Chairperson or members of by the service providers on
view, the such services; the Authority. The term of a voluntary basis.
Telecommunication Policy, (ii) protect the interest of the Chairperson and other
1994 envisaged setting up the consumers of members is for three years There are lots of consumer
of a regulatory authority. telecommunication or till they attain the age of complaints in the telecom
In 1997, the government service; 65, which ever is earlier. sector. Absence of defined
of India set up the Telecom framework for functioning
(iii)lay-down the standards For day-to-day work, the of the existing redressal
Regulatory Authority of
of quality of service to TRAI has full time mechanisms is leading to
India (TRAI). employees also.
be provided by the customer dissatisfaction.
The Telecom Regulatory service providers; Since its inception, TRAI Recently, Telecom
has been playing an
It has been seen that TRAI ineffectiveness in Address : Plot No. F-191, Industrial Area, Phase 8-B, SAS Nagar, Mohali, Punjab
4. Editor/Publisher's Name : Surinder Verma
has been making its spreading of telecom a) Nationality : Indian
b) Whether a Citizen of India : Yes
utmost efforts in services to the rural areas. Address : #2812, Sector 38-C, Chandigarh
C
hild labour in India is migrant children, who
cannot go home, sleep at There are specific clauses in the draft of Indian
a human right issue constitution dated 26th January 1950, about the child
for the whole world. It their work place, which is
very bad for their health and labor policy in India. These are conveyed through
is a serious and extensive different articles in the Fundamental rights and the
problem, with many children development. Seventy five
percent of Indian population Directive Principles of the State Policy. They lay down
under the age of fourteen four specific policy rules regarding child labor.
working in carpet making still resides in rural areas
factories, glass blowing units and are very poor. Children
in rural families who are They are as following:-
and making fireworks with
bare little hands. According ailing with poverty perceive 1) Article 14) No child below the age of 14 years shall be
to the statistics given by their children as an income employed to work in any factory or mine or engaged
Indian government there are generating resource to in any other hazardous employment.
20 million child laborers in supplement the family 2) Article 39-E) The state shall direct its policy towards
the country, while other income. Parents sacrifice securing that the health and strength of workers,
agencies claim that it is 50 their children's education to men and women and the tender age of children are
million. the growing needs of their not abused and that they are not forced by economic
younger siblings in such necessity to enter vocations unsuited to there are and
In Northern India the families and view them as
exploitation of little children strength.
wage earners for the entire
for labour is an accepted clan. 3) (Article 39-f ) Children shall be given opportunities
practice and perceived by the and facilities to develop in a healthy manner and in
local population as a The Indian government has conditions of freedom and dignity and that childhood
necessity to alleviate poverty. tried to take some steps to and youth shall be protected against moral and
Carpet weaving industries alleviate the problem of child material abandonment.
pay very low wages to child labor in recent years by
invoking a law that makes 4) (Article 45 ) The state shall endeavor to provide
labourers and make them
the employment of children within a period of ten years from the commencement
work for long hours in
below 14 illegal, except in of the constitution for free and compulsory education
unhygienic conditions.
family owned enterprises. for all children until they complete the age of fourteen
Children working in such
However this law is rarely years.
units are mainly migrant
workers from Northern adhered to due to practical
India, who are shunted here difficulties. Factories usually prevalence is evident in the children in harsh labor, the
by their families to earn some find loopholes and child work participation rate, harshest being bonded labor.
money and send it to them. circumvent the law by which is more than that of
declaring that the child Bonded labor traps the
Their families dependence on other developing countries. growing child in a hostage
their income, forces them to laborer is a distant family Poverty is the reason for child
member. Also in villages like condition for years. The
endure the onerous work labor in India. The meager importance of formal
conditions in the carpet there is no law implementing income of child labourers is
mechanism, and any punitive education is also not realized,
factories. The situation of also absorbed by their as the child can be absorbed
child laborers in India is actions for commercial families. The paucity of
enterprises violating these in economically beneficial
desperate. Children work for organized banking in the activities at a young age.
eight hours at a stretch with laws is almost non existent. rural areas creates a void in Moreover there is no access
only a small break for meals. Child labor is a conspicuous taking facilities, forcing poor to proper education in the
The meals are also frugal and problem in India. Its families to push their remote areas of rural India
T he Consumer
movement in India
traces its antecedents
to the consumer organization
registered in Chennai in the
who earn a meager living out
of engaging in small trading
activities. Workers in the
unorganized sector are
estimated to constitute 92
and other consumers in the
rural areas. Indeed, all over
the developing world, the
interests of the rural and
urban poor are largely
Coordination Council (CCC),
a national coalition of more
than 60 leading consumer
organizations in India, it was
recommended that the time
1930's by a follower of percent of the country's work ignored and they are not had come for consumer
Mahatma Gandhi. This was force. represented as a community organizations to take their
at the height of Gandhi's The India legislation of consumers. Their rights movement to rural India.
campaign for freedom from expanded the traditional to basic needs such as food, More than 1000 delegates
colonial rule. However, it paradigm of consumer health and education remain representing various
was the enactment of the protection and paved the way unattainable and stakeholders including
Consumer Protection Act in for a paradigm shift. Indeed unachievable and this in representatives of the
1986 that provided the a revolution in the consumer spite of the many developing countries and
impetus for the consumer movement was set in process. development plans and consumers International
movement in India to However, this new vision of programmes that target them who attended the CCC
flourish. consumer protection has as beneficiaries. convention, held on 30-31
The Consumer Protection Act remained in the statute At the 4th National July 2005 at Vigyan Bhavan
1986 of India is unique in books; because it has largely Convention of the Consumer in New Delhi, agreed to
that it brought within its not been exercised and /or implement an action plan to
ambit of protection a whole implemented by all
class of consumers stakeholders in India
previously not recognized by namely the government, the Continued from Page 27
other consumer protection consumer organizations and
statutes. The 'self employed
who purchased goods and
industry. Child labour in India
The poor, the marginalized violate the law will be fined with 430 dollars and sent into
services for use in their own informal sector and the
small trades (including for rigorous imprisonment for two years. Children in India are
consumers in rural India not allowed to work in mines, factories and other hazardous
instance women doing who are the largest group of
household tailoring to earn jobs already. Two more professions have been added in a list
consumers in India of fifty seven occupations which were considered hazardous
an income, street hawkers (estimated at 700 million-
selling cooked or uncooked for a child's development needs in the 'child labor act' passed
strong out of a billion1) in 1986. Childs rights activists are waxing eloquent in high
food items, petty traders, today remain ignored and
etc.) were all included in the pitched voices about the absolute importance of stopping
unprotected. This is also the child labor. But legislation in this regard is just like an
definition of ' consumer. The case in China. The Law of
Consumer Protection Act intention. It is more important to take development
the Peoples Republic of China measures to ensure its practical application by eliminating
1986 of India therefore on the Protection of
explicitly called for the reasons of child labor from our society. The reasons
Consumer Rights and giving birth to child labor are poverty, illiteracy, scarcity of
protection of not only those Interests 1993 includes
who could afford to purchase schools, ignorance, socially regressive practices, blind
peasants within its ambit. customs and traditions, migration and last but not the least
goods and services in the Yet, the state has largely
marketplace but also corruption amongst employees and government labor
ignored the plight of farmers organizations. People should not be able to get away with
consumers from rural India
Be Visible Be Wise
Citizen Awareness Group is registered with TRAI and Consumers Advocacy Group, since June 2009 and is a registered a
NGO under the society Act sicne December 1994 as a part of its endeavor to generate about the rights of consumer it
organises workshops in Northern region from time-to-time. Now it has started bi-monthly magazine, Consumers Power
which goes toa large number of consumers and service providers. The magazine is the right media to reach out to the
Consumers community at a most cost effective manner. As a regular advertiser
you can avail of a special discounted rates too.
Address : (Office/Residence)
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Term Amount
Members ee
will get th e fr
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f th e m ag ine
o m er s
Annual Institutional Membership Fee Rs. 5,000 CA G C o n su
Power
Lifetime Membership Fee Rs. 2,000
Please fill this form & send to Citizens Awareness Group # 2812, Sector 38-C, Chandigarh
Shri Surinder Verma, Chairman of Citizens Awareness Group giving talk on the consumers rights at NSS Camp Republic Day Celebrate on 25 January 2010 with
in the Govt. Business College, Sector 42 Chandigarh on 12 December 2009. children
Shri Surinder Verma, Chairman of Citizens Awareness Group giving talk on the precautions that should be taken Save Girl Child Seminar organised by Citizen
by investors while dealing with the security market in the seminar of the Consumer Association Chandigarh and Awareness Group
Chandigarh Administration at the ICSSR Complex PU, Chandigarh on28 December 2009.
Citizens Awareness Group and Sewa Sanskar Foundation organised a function for the distribution of sweaters
and socks to out of school children of Alternative Innovative Education (AIE) centres in Govt. Model Senior
Secondary School, Sector 10, Chandigarh.
Seminar on Be Financially Literate: Save Your Investments organised by Citizens Awareness Group in International Womens Day Celebration on
Association with Telecom Regulatory Authority of India, New Delhi at the office of UGCE, Chandigarh 8th March 2010
on 12 January 2010.