Organization responsibilities

In India, The Consumer Protection Act was enacted on 24^th December, 1986 and was updated on 6 August, 2019. It came into force in July 2020 to make sure that the rights of consumers in this country do not go unheard.  Under the Consumer Protection Act in India an organization also has several responsibilities towards consumers. Here are some key points outlining their obligations:

Providing accurate information: An organization must ensure that they provide consumers with accurate and transparent information about their products or services including details about price quality, quantity and any associated risks.

Ensuring product safety: Organizations have a responsibility to ensure that their products meet safety standards and are suitable for the purpose they are intended. They should take necessary measures to prevent any harm or injury that may result from the use of their products.

Non-discriminatory practices: Organizations are prohibited from engaging in discriminatory practices based on factors such as gender, religion, caste or nationality when selling or providing goods and services. They must treat all consumers fairly and equally.

Quality assurance: Organizations are required to maintain a certain level of quality for the products or services they provide. They should meet the promised specifications and fulfill the legitimate expectations of consumers.

Redressal of grievances: If a consumer faces any issues with the organization’s product or service the organization must have a mechanism to address consumer complaints and grievances efficiently. They should provide suitable channels for consumers to submit their complaints and take prompt action to resolve them.

Fair and transparent contracts: Organizations must ensure that contracts or agreements with consumers are fair and transparent and do not contain any unfair terms. Contracts should provide clear information about the terms and conditions including refund and return policies.

Prohibition of unfair trade practices: Organizations are prohibited from engaging in unfair trade practices such as false or misleading advertisements, deceptive marketing or providing false representation about their products or services.

Cooperate with consumer forums: Organizations should cooperate with consumer forums councils and other appropriate authorities established under the Consumer Protection Act. They should provide necessary information and assistance during any investigation or inquiry related to consumer complaints.

Honoring consumer rights: Organizations should respect and protect the rights of consumers as defined by the act. This includes the right to be informed, right to choose, right to be heard and right to seek redressal etc.