Answer:

The Consumer Protection Act, 1986 (COPRA) aims at simple, speedy and inexpensive redressal of consumer disputes. The rights recognized under COPRA are:

♤ Protection against marketing of goods and services hazardous to life and property.

♤ Information about quality, quantity, standard and price of goods and services.

♤ Right to choose i.e. right to be assured of satisfactory quality and service at a fair price.

♤ Right to be heard i.e. consumer’s interest to receive due consideration at

appropriate forums.

♤ Right to seek redressal. It includes right to fair settlement of genuine grievances of the consumer.

♤ Right to consumer education.

Structure of Consumer Forums in India- COPRA provides for a 3-tier approach in resolving consumer disputes:

♤ District Consumer Disputes Redressal Forum: Entertains cases where the value of claim is up to Rs. 20 lakhs. The District Forums and State Commissions are formed by States with the permission of the Central Government

♤ State Consumer Disputes Redressal Forum: Value of claims exceeds Rs. 20 lakhs up to Rs. 1 Crore.

♤ National Consumer Dispute Redressal Forum: Value of claims exceeds Rs. 1 crore. the National Commission is formed by the Central Government.

The following measures can be adopted to further strengthen the functioning of these forums:

♤ Less emphasis on procedure and more emphasis on effective settlement of the dispute with a focus on the rights of the consumer.

♤ Introducing provisions regarding product liability and unfair contract on part of manufacturer / seller/service provider of a defective product.

♤ Usage of alternate dispute redressal methods making the process of dispute resolution quicker.

♤ Simplification of the process of adjudication in consumer foras.

♤ Setting up of a regulator i.e. Central Consumer Protection Authority to promote, protect and enforce consumer rights as a class.

♤ Establishment of Consumer Councils along with the Consumer Courts to render advise on consumer protection.

♤ Strong filtering mechanism at entry level to prevent false consumer complaints. In this context the Consumer Protection Bill, 2018 is a step in the right direction.