Redressal of Consumer Grievances

Learn about consumer rights, misleading ads, and grievance redressal mechanisms. Explore the roles of media, government, and organizations in protecting consumers.

Redressal of Consumer Grievances

1 Role of Media and its Impact on Consumers

  1. Need for Media
  2. Media
  3. Advertisements
  4. Impact on Consumers
  5. Living with the Media

2 Misleading Advertisement – Regulatory Mechanism

  1. Misleading Advertisement
  2. Advertising Standards Council of India (ASCI)
  3. Press Council of India
  4. Laws Governing Advertisements
  5. Department of Consumer Affairs

3 Role of The State and The Government

  1. Evolution of Dept. of Consumer Affairs GOI
  2. Consumer Welfare Fund
  3. Consumer Protection Unit
  4. Legal Metrology
  5. State Government Initiatives
  6. Bureau of Indian Standards (BIS)

4 Government Initiatives

  1. Campaign Jago Grahak Jago
  2. National Consumer Helpline
  3. Consumer Online Resource Empowerment (CORE)
  4. Grahak Suvidha Kendras
  5. State Consumer Helpline

5 Role of Industry Bodies

  1. Federation of Indian Chambers of Commerce and Industry (FICCI)
  2. Confederation of Indian Industry (CII)
  3. Associated Chambers of Commerce and Industry of India (ASSOCHAM)
  4. PHD Chamber of Commerce and Industry (PHDCCI)
  5. National Association of Software and Services Companies (NASSCOM)

6 Establishing a Consumer Orgnisation

  1. Type of Organisation
  2. Organisational Set Up
  3. Basic Requirements for an Organisation
  4. Activities of the Organisation
  5. Public Meetings
  6. Types of Protests
  7. Suggestions for Making the Organisation Viable and Effective
  8. Coordination with Other Organisations

7 Role of Voluntary Consumer Organisations (VCOs)

  1. Voluntary Consumer Organisations (VCOs)
  2. Growth of VCOs
  3. Selected Consumer Organisations
  4. Functions of VCOs
  5. Consumer Protection Councils (CPCs)
  6. VCOs and the Consumer Protection Act 1986
  7. Consumer Awareness

8 National Consumer Helpline (NCH)

  1. Functions of NCH
  2. Role of NCH
  3. Responsibility of NCH
  4. Sectors more Prone to Consumer Issues and Disputes
  5. Sectors Responded Favourably
  6. Sectors where ‘Quality of Service’ Benchmarks have yet to be Established

9 Complaint to Ombudsman

  1. Institution of Ombudsman
  2. Lokpal—An Indian Ombudsman
  3. The Banking Ombudsman in India

10 Arbitration, Mediation, Conciliation and Other Redressal Forums

  1. Recent Amendment in Arbitration Laws
  2. Meaning of Arbitration
  3. Role of Arbitrator
  4. Appointment of Arbitrators
  5. Independence Impartiality and Accountability of Arbitrators
  6. Fixed Fees for Arbitrators
  7. Jurisdiction of the Arbitrator
  8. Challenge to Arbitrator
  9. Conduct of Arbitration Proceedings
  10. Taking of Evidence in Arbitral Proceedings
  11. Governing Law
  12. Form and Content of Awards
  13. Setting Aside of Awards

11 Strategies (Campaign and Advocacy)

  1. Campaign and Advocacy: An Explanation
  2. Types of Advocacy
  3. Essentials /Pre-Requests of a Campaign and Advocacy Programme
  4. Strategies of Effective Campaign and Advocacy Programmes
  5. Follow Up Action

12 Managing an Organisation

  1. The Concept and Structure of an Organisation
  2. The Dynamics of an Organisation
  3. Need for a Structurisation
  4. Nature of Non-Governmental Organisation (NGOs)
  5. Managerial Process
  6. The Rise and Role of Management in NGOs

13 International Consumer Organisations

  1. Consumers International
  2. Consumer Rights and its Expansion
  3. Structure and Purpose of Consumers International (CI)
  4. Consumers International’s Activities
  5. Coordination Activities of Consumers International with Other Agencies
  6. Consumers Interpol