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AWARENESS OF CONSUMER PROTECTION ACT-A STUDY OF CONSUMERS

DOMESTIC APPLIANCES

Article · April 2017

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 International Journal of Academic Research in Social Sciences & Humanities, 3(2), 2017
INTERNATIONAL JOURNAL OF ACADEMIC RESEARCH IN SOCIAL SCIENCES &HUMANITIES
Vol.3, Issue No.2, Apr- Jun 2017
ISSN: 2454- 2202

AWARENESS OF CONSUMER PROTECTION ACT- A STUDY OF CONSUMERS DOMESTIC APPLIANCES

KOTESHWAR BURNA *
* Relationship Manager, ICICI Bank Ltd, Hyderabad- 500082, Telangana, India.

ARTICLE INFO ABSTRACT

Article History In India, until the advent of Independence there were hardly any laws which were
Received 13 October 2016
Received in revised form 17 September 2017 directed to the protection of consumer’s interest. Consumer Protection Act, 1986
Accepted 18 September 2017 is AN Act of the Parliament of Republic of India enacted in 1986 to shield the interests
of customers in India. The sale of Goods Act Drugs Cosmetics Act didn’t directly deal
JEL Classification
with subject of consumer interest under Constitution of India. Fundamental rights have
M5, L84, Z0, Y1
been declared and procurement for the enforcement of the act is lead down. After the
Key words
report of the “Sachhan committee, to the Consumers protection Bill was passed on
Consumer
Consumer Protection Act December 24, 1986. It is very necessary to bring awareness in public as well as in
Awareness domestic appliances industry.
Brand

1. INTRODUCTION

In general, consumers are scattered over the country. Individually they are highly
disorganized and have very weak bargaining power. They are not professional or shrewd
buyers. Besides in India, they have additional handicap, namely, majority of the
consumers are ignorant and usually lack of information to make intelligent purchases. In
© 2017 IJARSH (Print Journal). All rights reserved.
many cases, they are incompetent to protect their interests, particularly when they deal
with fully organized. United and well-informed professionals sellers above all, apathy,
indifference and inertia of the public are they area simply appalling. These are serious
obstacles to sound and sustainable development of consumerism and consumer
protection in India.

1.1. WHAT IS MEANT BY CONSUMER PROTECTION ACT

1. A modern movement for the protection of the consumer against useless, inferior or
dangerous products, misleading advertising, unfair pricing, etc.
2. The concept that an ever-expanding consumption of goods is advantageous to the
economy.
1.2. CONSUMER PROTECTION ACT (Evolution)
In India, until the advent of Independence there were hardly any laws which were
directed to the protection of consumer’s interest. The sale of Goods Act Drugs
Cosmetics Act didn’t directly deal with subject of consumer interest under Constitution
of India. Fundamental rights have been declared and procurement for the enforcement of
the act is lead down. After the report of the “Sachhan committee, to the Consumers
protection Bill was passed on December 24, 1986.

1.3. CONSUMER

(a) The term “Consumer” is defined in section 2(1) (d) of the Consumer Protection Act,
1986. Consumer Sec 2(i) consumer means any person who (1) buys any goods for a
Corresponding Author consideration which has been paid (or) promised (or) partly paid and partly
Email: koti.burna@gmail.com promised.
(b) Under any system of deferent payments.
 Koteshwar Burna / International Journal of Academic Research in Social Sciences & Humanities, 3(2), 2017
19
The Act aims at providing a better protection to the3.
interest of consumers by the establishment of consumer’s
council and other authorities for the settlement of4.
consumers and related matters other Laws showing spirit
of Consumerism
1. The Indian Penal Code Act, 1866.
2. The Code of Civil Procedures, 1908.
3. The Sale of Goods Act, 1930.
4. The Agricultural Produce Act, 1937.
5. The Drug and Magic Remedies Act, 1954.
6. The Protection of Food Adulteration Act, 1954.
7. The Essential Commodities Act, 1955.
8. The Protection of Civil Rights Act, 1955.
9. The Trade and Merchandise mane Act, 1958.
10. The Prevention of Black Marketing and Maintenance
of supplies of Essential Commodities Act, 1963.
11. The Specific Relief Act, 1963.
12. The Monopolistic and Restrictive Trade Practices Act,
1969.
13. The drug and Cosmetics Act, 1972.
14. The Five Purchase Act, 1972.
15. The Indian Contract Act, 1972.
16. The Export (Quality control and Inspection).
17. The Code of Criminal Procedures Act, 1973.
18. The Environment Protection Act, 1973.
19. The Air Act, 1981.
The Act seeks to provide speedup and simple redresses to
consumer disputes, quasi machinery is sought to be set up
the district, state, and central levels.
1.4. NEED FOR THE STUDY
It is very necessary to bring awareness in public as well as
in domestic appliances industry because of the following
reasons:
1. The existence of fair trade practices which would
ensure physical safety while using the product.
2. It is very difficult to effectively organize consumers in
county as India. The backwardness of the people is further
a hindrance to consumer protection.
3. Poverty, Lack of education, Lack of information,
traditional outlook is the reasons suffering due to an
unscrupulous business man exploiting consumers in India.
4. A majority of the population is illiterate and ignorant.
5. The march of science and technology has increased the
difficulties of the consumer long with his opportunities of
selection from a wide variety of goals.
2. OBJECTIVES OF THE STUDY
The objective of the study is to study the impact of the4. ANALYSIS
Consumer Protection Act and its awareness on domestic
appliances. The data collected was thoroughly analyzed with the help of
1. To study the awareness of the Consumer Protection Act. various statistical techniques. We have taken the help of
2. To study the utilization of Consumer Protection Act. tools like average, percentage and graphical tables, etc. to
3. To offer suggestions and recommendations for providing
better facilities for consumers.
3. RESEARCH METHODOLOY
1. Selection of sample
A sample of 100 consumers has been selected at random for the
purpose of the stores. The sample customer dealt with
Hyderabad.
2. Selection of tools
The tool selected and used for these empirical stores is a
structured questionnaire. It has been used to collect the primary
data from the sample respondents.
3. Collection of data
This data is based on primary as well as secondary data. The
primary data has been collected through structured
questionnaire with 100 domestic consumers through different
places in the Hyderabad.
4. Description of Questionnaire
The questionnaire that has been prepared and used to collect the
opinions of sample respondents is big sizes structures. A
number of items were includes in the questionnaire. Emphasis
was given to collect the opinion of the sample customer
regarding awareness of Consumer Protection Act. Some of the
items are subjected to two options i.e. branded/unbranded or
yes/no and five options i.e. qualities, quantities package price
and others.
5. Tabulation and classification of data
The data was collected through a single type of questionnaire
compiled on suitable tabulation sheets, which were also
prepared for the purpose. The data have been classified on the
basis of age, profession, monthly income gender etc.
6. Statistical Techniques used
The data are tabulated and analyzed keeping in view the
objectives spelt out and hypothesis simple average and simple
bar diagram has been used to analyze the response of the
customers.
7. Limitations of the study
The study has been conducted for only one i.e. Hyderabad.
Since the study is based on sample opinion, the result may vary
due to charge of sample size and also composition. The
conclusion of the study is purely based on sample opinion of
the customers. Therefore, the inference from the study may not
be generalized.
 Koteshwar Burna / International Journal of Academic Research in Social Sciences & Humanities, 3(2), 2017
20

analyze and interpret the data collected through the primary

and secondary sources.
1. Purchased any product. 52
S.NO Particulars Total Average Yes
1. YES 100 100% 50
2. NO 0 0 No
48

46
100 The above table indicates that 52% found defective products
80 and only 48% have found proper products. Most of the
yes
60 products are defectives.
no
40
4. Types of defects you often find
20
0 S.No. Particulars Total Average
1. Qualities 55 55%
The above Table shows that 100% of people purchase the 2. Quantities 11 11%
product. 3. Package 17 17%
4. Price 8 8%
2. Type of product used. 5. Others 9 9%
Total 100 100%
Particulars Total Average
Branded 46 46%
Unbranded 4 4%
100
Both 50 50% qualities
Total 100 100% 80
quantities
60
package
60 40
price
20 others
branded
40 0
unbranded
20 both The above table indicates that the defects in quality of 55%,
defects in quantity of 11%, defects in package of 17%,
defects in price of 8% and other defects of 9%. Majority of
0
the defects are with regards to quality.
The above table & Graph shows that out of the four types
(or) classified the sample is scattered in such a way that 5. Response towards defective products
products 46% branded products are being used, 4% is using
the unbranded and 50% use both the products. Mostly both S Particulars Total Average
the unbranded and the banded products are used. .No
1 I will give complaint 20 20%
3. Observed any defect in the product 2 I will adjust 25 25%
3 I will reject the product 41 41%
Particulars Total Average and complaint to the
Yes 52 52% shop keeper
No 48 48% 4 I will specify 14 14%
Total 100 100% Total 100 100%
 Koteshwar Burna / International Journal of Academic Research in Social Sciences & Humanities, 3(2), 2017
21

100
80
60 yes
40 no
20
0
1 2

The above table shows that in the response towards
defective products 20% are complaining, 25% of the people
adjust, 41% reject the product (or) complaining to
shopkeepers and 14% specific. Majority of the people are
rejecting the product and complaining to the shopkeepers.
The above table shows 8% of the consumers are
complaining to the consumer forum and 92% of the people
are not complaining to consumer forum. On the whole 92%
of the consumers are not interested complaining. This
indicates that consumers are adjusting to defective goods
and services.

6. Awareness Consumer Act and Consumer Rights 8. You got the claim within the time specified
S.No Particulars Total Average S.No particulars total Average
1 yes 54 54% 1 yes 7 7%
2 no 46 46% 2 no 93 93%
total 100 100% total 100 100%

100
54
52 80
yes
50 yes 60
48 no
no 40
46 20
44
0
42

The above table shows that 54% are aware of the consumer The above table shows the 7% are getting the claim within
protection act and 46% of the consumers are unaware of the the specified time and 93% of the people are not getting the
consumer protection act. claim within the specified time. Overall more than 93% of
the consumers are not getting the client in time.
7. Complained to Consumer Forum
9. Present System of Consumer Act
S.No Particulars Total Average
1 yes 8 8%
2 no 92 92% S.No Particulars total Average
total 100 1 satisfactory 28 28%
2 partially 42 42%
3 dissatisfactory 30 30%
Total 100 100%
 Koteshwar Burna / International Journal of Academic Research in Social Sciences & Humanities, 3(2), 2017
22

http://ncdrc.nic.in/

50
40 satisfactory
30 partially
20
dissatisfactory
10
0

The above table shows that 28% are satisfied, 42% are
partially satisfied and 30% are dissatisfied with the present
system. Majority are partially satisfied.

5. CONCLUSION

All customers are purchasing products, branded and

unbranded and majority of the customers are observing
defects in the quality. Most of the customers are rejecting
the product and complaint to the shop keepers and more
than 54% of the customers are aware about the Consumer
Protection Act and 92% of the people (consumers) are not
getting the response within the specified time. In
globalization each and every should think about the product
i.e., in terms of quality and price because they exist in
customer driven market and if any defective product exist
must try to reduce the defects and benefits the consumers
prompt service are replace the product. The above data
clearly states that most of the consumers are unsatisfied and
Consumer Protection Act. The present system of consumer
protection act is satisfactory but in future this act should be
amended to provide better service towards consumer
protection.

REFERENCES

N.D. Kapoor, Elements of mercantile law, sultan chand and

son’s education publishers, New Delhi, 30th revised
edition, 2009.
K.R. Bull Chand, Business law for management, Himalaya
Publishers House, Mumbai.
S.N. Maheshwari, A manual of business laws, Himalaya
Publishers House, 2nd revised and enlarged edition 2006.
SS Gulshan, Business laws 3rd edition 2006, Excel books.
Primary data from Structured Questionnaire.
Amith. K. Chakravarthi, A study on customer service of a
government venture in the present scenario, Indian
journal of marketing, November 2009.

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