Chapter -4 106 CONSUMER RIGHTS AWARENESS IN RURAL AREAS OF MUZAFFARNAGAR DISTRICT 4.1 Introduction Consumer rights awareness (CRA) is a comprehensive term, the root of which goes to development of rural areas. An ignorant person hardly finds any difference in genuine and spurious product, a consumer faces many problems ranging from variation in prices to malpractices followed by the shopkeepers. It is in the interest of every consumer to be aware of such problems and be equipped with the necessary knowledge to safeguard oneself from being cheated. The person in the rural area of Muzaffarnagar district though depends on the agriculture and agricultural based industries, but they have sufficient purchasing power. It is famous for its delicious gud all over the world. Muzaffarnagar has the largest gud mandi of South Asia. Fertilizers, papers & scrap iron reprocessing units are the major industries in this district. The majority of the people living in this area are not aware of their basic rights pertaining to consumer protection. Based on this notion, an attempt has been made to identify the levels of CRA in the six villages from six different blocks Jansath, Khatauli, Bagra, Morna, Shamli and Muzaffarnagar which are representing the rural area of Muzaffarnagar district. The levels of CRA have been measured in terms of exercising their rights and carrying out their responsibilities as consumers. The following ten indicators selected were selected for measuring the CRA in rural area of Muzaffarnagar: (1) Sources of CRA information (2) Role and achievements of government to spread the CRA. (3) Consciousness regarding brand and quality. (4) Awareness about adulteration. (5) Consumer education. (6) Consumer empowerment. (7) Time limit prescribed by CPA. (8) Object of CPA. (9) Functioning of consumer helpline/toll free number. (10) Appearing to CDRA for redressal.
Transcript
Chapter -4
106
CONSUMER RIGHTS AWARENESS IN RURAL AREAS OF
MUZAFFARNAGAR DISTRICT
4.1 Introduction
Consumer rights awareness (CRA) is a comprehensive term, the root of which goes to
development of rural areas. An ignorant person hardly finds any difference in genuine and
spurious product, a consumer faces many problems ranging from variation in prices to
malpractices followed by the shopkeepers. It is in the interest of every consumer to be aware of
such problems and be equipped with the necessary knowledge to safeguard oneself from being
cheated. The person in the rural area of Muzaffarnagar district though depends on the agriculture
and agricultural based industries, but they have sufficient purchasing power. It is famous for its
delicious gud all over the world. Muzaffarnagar has the largest gud mandi of South Asia.
Fertilizers, papers & scrap iron reprocessing units are the major industries in this district. The
majority of the people living in this area are not aware of their basic rights pertaining to
consumer protection. Based on this notion, an attempt has been made to identify the levels of
CRA in the six villages from six different blocks Jansath, Khatauli, Bagra, Morna, Shamli and
Muzaffarnagar which are representing the rural area of Muzaffarnagar district.
The levels of CRA have been measured in terms of exercising their rights and carrying out their
responsibilities as consumers. The following ten indicators selected were selected for measuring
the CRA in rural area of Muzaffarnagar:
(1) Sources of CRA information
(2) Role and achievements of government to spread the CRA.
(3) Consciousness regarding brand and quality.
(4) Awareness about adulteration.
(5) Consumer education.
(6) Consumer empowerment.
(7) Time limit prescribed by CPA.
(8) Object of CPA.
(9) Functioning of consumer helpline/toll free number.
(10) Appearing to CDRA for redressal.
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4.2 Scope of the Study
In a developing country like India, measures for consumer protection are very much required, the
illiteracy and ignorance of the majority of consumers in the rural area provide opportunities for
business communities to follow unfair trade practices. These have to be curtailed through various
measures of the government and other non-governmental organizations. Further, the consumer
should be informed, guided and educated properly because of the technical complexity of
consumer goods. The easy availability of items of mass consumption of quality of goods at
reasonable prices is to be considered the most important consumer protection measure. The
government of India has taken a number of legal measures to enlarge the scope of consumer
protection and make it effective through the State Governments. There are several voluntary
organization and public associations which offer valuable service to protect the interest of the
consumers. The consumer cooperative has also taken the responsibilities of protecting the
consumer by rendering yeomen service of the various legal remedies available, the principle
legal protection is the Consumer Protection Act, (CPA) 1986. Under this Act, the consumers get
opportunities to entrust his grievances through the consumer forums organized at the district,
state, and national level and other voluntary consumer organizations. Despite legal, social and
cooperative measures taken to safeguard the interest of the consumer, they do not seem to be
adequate. Hence it is imperative to analyze the social, legal and other measure taken both in rural
and urban areas to protect the interests of the consumer, to study the agencies involved in
safeguarding the interest of consumers, measures of consumer awareness and step taken to
safeguard his interests. One has to examine the implements of the consumer faces in availing the
facilities to protect his interests. These and other related factors call for an empirical study.1
The sampling unit is the basic unit; it contains the elements of population to be sampled. The
universe of the present study is rural areas of Muzaffarnagar district of Uttar Pradesh. The rural
population of Muzaffarnagar at the 2001 census is 26, 38,123 persons. The Muzaffarnagar rural
areas comprise of 864 villages divided in 14 development blocks2 as depicted in the map 4.1
Map 4.1: Administrative Rural Area of Muzaffarnagar
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For complete relevant information relating to physical and socio-economic profile of the district
published data was collected from the sources of census of India, National Sample Survey
Publication of Center and State Government. As the total universe can not be taken for study, a
sample has been chosen to know the consumer rights awareness. The present study which
consider of time and cost is a sample which cover the seven groups: Male, Female, Literate and
Illiterate, Age, Income and Occupation.
The rural area of Muzaffarnagar consists 864 villages, out of these 43 villages have been
randomly selected as sample from all the 14 development blocks within the district. The survey
was carried on 43 villages. However for final analysis six villages are short listed under the
following blocks and tabulated under table 4.1.
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Table 4.1: List of Sample Villages
S. NO Village Development
Block
No of House
hold
Total
population
Total
literate
people
Total
illiterate
people
1 Rasoolpur
Jansath 486 3018
950
2068
2
Basyach
Khatauli
462 2731
1519
1212
3 Mukandpur
Bagra 567 3471
2004
1467
4 Chourawala
Morna 848 5996
2714
3282
5 Sikka
Shamli 841 5256
2337
2919
6 Makhiyali
Muzaffarnagar 1272 7649
3613
4036
Source: Census of India, 2001
Finally in the data analysis the researcher took the 300 people questionnaire from the 6 villages,
to find out the consumer rights awareness and its enforcement in the rural area of Muzaffarnagar.
The researcher selected only 10 questions, for the final analysis to find out the result. The 10
questions represented all the indicators and variables from the random sampling of the
respondent.
4.3 Methodology
The data collected from field study in empirically examined by statistical tools and analysis and
for measuring the relative score of various attributes of consumer rights awareness in the rural
area of Muzaffarnagar district, standard score technique has been applied popularly known as Z
score. To facilitate an understanding of this formula, it is given as under
Where Z1=Standard score for ith observation
X1=Original Value of the observation
X= Mean for all the values of x
..1
DS
XZ xI
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110
S. D. = standard deviation of x.
Further, the results of the standard score obtained for different indicators were aggregated by the
composite standard score so that the regional disparities in the level of villages may be obtained
on a common scale .The composite standard score may be explained as:3
U
J
MZ
IT
11
Where j=the villages
M=set of indicator
Zoë= standard score of the ith
to jth
indicators.
The survey was made with the help of suitable questionnaire which has been designed to collect
information relevant for this study. It was made clear to the outset of the questionnaire that the
survey had only academic purpose and the facts revealed by the respondent will be kept strictly
confidential. In order to get unbiased answer or to get the answer to the nearest possible
accuracy. The questions were kept very brief, simple and understanding, it may be seen that
highest cooperation was reached from the students, teachers and some of the farmers. In
comparison to others, the lesser response was received from the female respondent. The
interviewer was advised to contact respondent in an impressive manner at a convenient time. The
investigator was asked to distribute the questionnaire as randomly as possible and to contact
though some persons who know the respondents personally. This was done to ensure a fair and
frank responses and to remove any suspicion in the mind of the respondent about the survey. In
few cases questionnaire were filled by himself by the researcher by asking question verbally and
the rest were filled by the respondent in their own writing. Accuracy of any investigation
depends upon the size of the sample, it is commonly believed that larger the sample size greater
would be the accuracy of the investigation size of the sample, depending upon the size of the
universe. Bigger the universe, the greater should be size of the sample. If the universe is subject
to many variations, the size of the sample should be more to cover all types of variations.
Absolute accuracy is impossible to be achieved. Informant does not give correct answer
sometimes they do not care good and sincere cooperation. Accuracy mainly depends upon the
sincerity of the respondents.
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4.4 Finding and Result
The CRA is an abstract concept and hence it cannot be measured directly in quantitative terms
The CRA depends on variable & indicators now we will analyze all variables and indicators
respectively.
(1) From where do you got information relating to consumer rights?
Consumer right awareness is the types of social component which increases the collective
consciousness among the people and generate confidence in the individual to face the problem
fully. Generation of consumer rights awareness and develop a conscious attitude among the
consumer. Despite the continuation on efforts being taken by government voluntary consumer
organizations towards protecting the consumer’s interest and their rights and in undertaking
different programs and activities for consumer education like conducting seminars, workshops
and writing columns in newspaper, a majority of consumer are still completely ignorant of
existing of the CPA and the redressal agencies created under this Act.4 The ASSOCHAM
monograph (1990)5
on consumer awareness suggested that there should be consumer awareness
about their rights as the awareness can help to check on unfair business practices. The review in
the direction had indicated that consumer awareness of its rights is very low in India6. Jain
7 in a
study on consumer awareness in India reported that education and economic condition have
direct relation with the consumer awareness. Regarding CPA, more male were to be aware
whereas housewives be slightly aware. Bhutani (1991) 8 studied the consumer awareness on the
available protection service in textiles, wherein only 2 percent of the respondents know about the
functioning of the district forum.9 The Thanalingham, N. & Kochadai, (1989)
10 in the their
study on the extent of awareness of the consumers about the consumer movement in Madurai
city reported, that though the consumers were found to be aware of their rights, consumer
protection Act and the consumer protection councils, but only few of them have approached and
made complaints to councils.11
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Table 4.2: Sources of CRA
1.Sources of Consumer Rights Awareness
From where do you got information relating to consumer rights?
Composite
Z score
Sr. No. Villages a b c D
Newspapers Radio T. V. Others
1 Rasoolpur 12 ((24) 11(22) 18(36) 9(18) 0.02050
2 Basyach 15 (30) 12(24) 20(40) 3(6) 0.02976
3 Mukandpur 9( 18) 17(34) 15(30) 9(18) -0.43834
4 Chourawala 11(22) 15(30) 19(38) 5(10) -0.00618
5 Sikka 10(20) 16(32) 22(44) 2 (4) 0.21646
6 Makhiyali 18(36) 7(14) 17(34) 8(16) 0.01139
Note: The data was drawn from the information contained in the questionnaire.
In the present survey the researcher surveyed that from where the people got the information
relating to consumer rights in the rural areas of Muzaffarnagar district. It was revealed in the
survey that the major chunk of the people got the information from the TV. The other major part
of the people received the information of consumer rights is from the Radio. Some of the people
got the information from newspapers and other sources. The digit provided within the bracket in
the table 2.2 shows the percentage of the respondent. It brings to light that the highest 44 percent
of the people bring the information from TV in Sikka village and besides the TV, 23 percent
people got the information from Radio. The lowest 4 Percent people in Sikka village also
received the information from the other sources. Only 4 to 18 percent people got the information
from other sources in all the six villages.
It shows in the survey that most of the people getting information about consumer rights depend
upon television and radio, in other sources we include voluntary consumer organization, seminar
workshops and symposium etc. It was also found in the survey that the habit of the reading
newspaper among the people is very low. The CPA was enacted with the objective of providing
“cheap simple and quick” Justice to the millions of the consumers in the country, consumer
experts feels that CPA was passed with affirmed objective to ensure justice which is less formal,
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113
involves less paper work and less expensive. The Act rightly recognizes today concern for
consumer rights like the right to have safe and unadulterated and defect free commodities at
reasonable prices” said an activist.
Figure 4.1: Sources of CRA
The result reported in figure 4.1 shows that the highest number 44 percent of the respondent got
the information from TV regarding their consumer rights. The highest 34 percent of the
respondent received the information from Radio in Mukandpur village while 36 percent of the
people got information from the newspaper in Makhiyali village and the lowest 4 percents of the
respondents got the information from other sources, regarding their consumer rights in Sikka
village.
The landmark legislation, which commands the consumer’s support because of its cost
effectiveness, has been successful in creating a sense of legal awareness among the public and
discouraged people to approach tradition and courts on consumer issues. Post CPA era creates an
impression of judicial populism in the arena of consumer justice considering the way in which
people approaching the consumer court for which are flooded with cases. The government is also
seeking to enable consumers to sue their service providers for passing on personal information to
salespersons. In other words, those deluged by pesky calls from banks, insurance companies’ etc.
will soon have the option of halting up their service provider for disclosing personal information.
Also, rights of consumers’ are proposed to be prescribed to protect citizens against goods which
are hazardous to life and property and to help them get authentic information on price and
quality.
24
30
18 22
20
36
22 24
34 30 32
14
36 40
30
38
44
34
18
6
18
10
4
16
0
5 10
15
20 25
30
35 40
45
50
Newspapers
Radio
T. V.
Others
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(2) How successful has the Government been in spreading consumer awareness through
various channel?
The average consumer in India is confronted with a large number of problems. Sporadic efforts
are being made to unite the consumers to fight for their rights, but the consumer movement in
India has now only started to picking up the momentum. However, the movement is limited to
consumers belonging to high income groups and it is largely confined to metropolitan cities. The
government has been enacting from time to time, various laws for the protection of the
consumer. Legislation gives statutory protection to innocent and ill informed consumers against
unfair trade practices. In the past, marketing legislation was by and large business – oriented and
not consumer oriented. Often the legislation wanted to encourage competition and competitive
market consumer benefit or protection was incidental, the benefit went to the producers often.
Since 1945, all over the world, the consumers were hit heavily by inflation. The evils of inflation
compelled the government to offer direct consumer protection against unfair trade practices.
Hence there has been a series of consumer oriented legislations.12
The plan activities are also
proposed to be complemented by amending the Consumer Protection Act. These amendments
and plan activities are expected to cut down delays and give the consumer access to much better
information. These plan activities would be complemented by non plan activities. The major part
on this side would be the use of the consumer welfare fund to support voluntary consumer
organization in activities like comparative testing awareness generation research and consumer
assistance.13
Table 4.3: Role & Achievement of Government to spread the CRA
2. Role of government to spread consumer education.
How successful has the Government been in spreading consumer
awareness through various channel?
Composite
Z score
Sr. No. Villages a b C D
Enough
Not
enough Can’t say Nothing
1 Rasoolpur 11(22) 11(22) 19(38) 9(18) 0.02050
2 Basyach 12(24) 6(12) 15(30) 17(34) 0.02976
3 Mukandpur 11(22) 15(30) 17(34) 7(14) -0.43834
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4 Chourawala 14(28) 8(16) 23(46) 5(10) -0.00618
5 Sikka 9(18) 21(42) 17(34) 3(6) 0.21646
6 Makhiyali 8(16) 11(22) 18(36) 13(26) 0.01139
Note: The data was drawn from the information contained in the questionnaire.
The findings of the survey revealed, a chunk of the people was not able to give the answer to the
question that, whether the government has succeeded to spread the awareness among the people.
The majority of the respondents said that they can’t say anything, up to16 to 22 percent
respondent from all the villages replied that the government has not succeed to spread the
awareness among the people, while 12 to 42 percent people said that the government has not
achieved enough success to spread the awareness among the peoples. Only 6 to 26 percent
respondent said that the government has nothing to do in this regard. The finding thus, indicates
that the peoples are not aware of their consumer rights. Although, the government has done a lot
to spread the consumer rights awareness, but it is not enough. We would not see the substantial
change among the people by which we can say that the people know their rights, it is the result of
government policies which are going to educate the consumer or spread the awareness among the
people. The above discussion highlights the fact that a large number of the sample’s respondent
answer was can’t say. It means that they cannot say anything about the role of government.
Figure 4.2: Role & Achievement of Government to spread the CRA
The result presented in figure 4.2 indicated that the highest 24 percent respondent said that the
government has succeeded to spread the awareness among the people in Basyach village, just
22 24
22
28
18 16
22
12
30
16
42
22
38
30 34
46
34 36
18
34
14 10
6
26
0
5
10
15
20
25
30
35
40
45
50
Enough
Not enough
Can’t say
Nothing
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double nearly 42 percent respondent said, not enough in Sikka village. The 46 percent replied
they can’t say in Chourawala village. The majority of the respondent answered nothing from all
the villages.
Consumer should have the right to be protected against the marketing of goods which are
hazardous to life and property. The right to be informed about the quality, quantity, potency,
purity, standard and price of goods and to be protected against unfair trade practices is also there.
Consumer also have the right to be assured wherever possible access to variety of goods sat
competitive prices and also assured that consumer interest will receive due consideration at
appropriate forums. Redressal against unfair trade practices or unscrupulous exploitation of
consumers and proper consumer education must also figure in consumer rights.14
Table 4 .4: General Consumer Awareness
S.
n
o
Village General Consumer Awareness
From where do you got
information relating to
consumer rights?
2. How successful has the
Government been in spreading
consumer awareness through
various channel?
1 2 3 4 Comp
osite
Z
Score
A
a b c D Comp
osite
Z
Score
B
New
s
pape
rs
Rad
io
T.
V.
Oth
ers
Enou
gh
Not
eno
ugh
Can’t
say
Not
hing
1
Rasoolpu
r 12 11 18 9
0.009
8 11 11 19 9
-
1266.
6
2 Basyach 15 12 20 3 0.024
12 6 15 17 -
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Note: The data was drawn from the information contained in the questionnaire.
The table 4.4 presents the data relating to the source of information and role of government to
spread the consumer rights awareness. It is seen that the highest number of the people received
information from the TV. It is also highlighted from the table that the respondent in this area
responded nothing to the role of government to spread the consumer rights awareness in this
area. When we compare both the data’s we found that the least number of people got the
information from other sources and they consider that the government has not succeed to spread
the consumer awareness among the people in this area.
5 1266.
7
3
Mukandp
ur 9 17 15 9
-
0.088
0 11 15 17 7
-
1266.
7
4
Chouraw
ala 11 15 19 5
0.004
2 14 8 23 5
-
1266.
2
5
Sikka 10 16 22 2
0.069
0 9 21 17 3
-
1266.
8
6
Makhiyal
i 18 7 17 8
-
0.019
5 8 11 18 13
-
1266.
8
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Chapter -4
119
The researcher divided the villages in three categories high, low and medium where the value is
above 0.036 that the village come under high category, where the value is vary between 0.036 to
-0240 that this area will come under the medium category and finally when the value is below -
0240 that the village will come under low category general consumer rights awareness. The map
3.2 shows the general consumer awareness in the sampled villages. Only one village comes
under the high category that is Chourawala. Four villages namely Sikka, Basyach, Rasoolpur and
Makhiyali are in the medium category of general consumer awareness. Whereas, Mukandpur
village comes under the low category only.
4.5 CRA & Brand Consciousness
The department of consumers affairs has set up six working group, for looking different areas of
consumer welfare in order to protect the consumer interests. This has been done on the initiation
of the centre consumer protection council. The different working groups are on food safety
misleading advertisements, drugs pharmaceuticals and medical service consumer health and
safety concerning tobacco produces, counterfeit, spurious and contraband products and a group
to formulate new acts or amend the existing ones.
(3) Do you always feel marks and certification ensure the quality of products? If yes, what
do you think is ensured the most?
It can be considered that majority of the consumers give importance to ISI and AGMARK
products and those who do not prefer these products may not be aware of significance of
AGMARK/ISI symbols. Those who purchase goods with ISI/AGMARK perceive that the quality
is good, consumer welfare have now been correctly placed on the government agenda since
February 2004. The consumers give importance to ISI and AGMARK products and those who
do not prefer these products may not be aware of the significance of the AGMARK/ISI symbols.
Those who purchase goods with ISI/AGMARK feel that the quality is good and extent of
exploitation is less. The ISI and AGMARK Acts were passed with a view to provide standards of
quality control of various products. In 1987 the organization was renamed as the Bureaus of
Indian Standard to give the organization statuary power under the BIS Act of 1986. The Indian
standard are now fixed by BIS although the certification mark is still used on the product is ISI.
This prevents the consumer from getting confused.15
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Table 4.5: Mark and Certification is guaranty of better quality
3. Consciousness of Quality/Brand.
Do you always feel marks and certification ensure the quality of products? If
yes, what do you think is ensured the most?
Composite
Z score
Sr. No. Villages a b c D
Good
quality Fair price Measurement
All the
above
1 Rasoolpur 10(20 9(18) 9(18) 22(44) -0.1805
2 Basyach 11(22) 12(24) 10(20) 17(34) 0.0399
3 Mukandpur 12(24) 10(20) 14(28) 14(28) 0.2467
4 Chourawala 21(24) 6(12) 14(28) 9(18) 0.1847
5 Sikka 12(24) 5(10) 11(22) 22(44) -0.1933
6 Makhiyali 13(24) 7(10) 11(22) 19(38 -0.0893
Note: The data was drawn from the information contained in the questionnaire.
The result of the survey support that the mark and certification always guarantee of all the things
such as good quality, fair price, and measurement. The result highlighted that out of six villages
respondents considered that it is a guarantee of all the above. The highest 44 percent people
answered that it is guarantee of good quality, fair price and measurement in Rasoolpur village.
The lowest only 18 percent of the respondent replied that it is a guaranty of all the three in
Chourawala village. It said that 18 to 22 percent respondent said that the mark and certification
is a guarantee of net weight and measurement. It is interesting to see from the table that two
villages Chourawala and Sikka 24 percent of the people consider that mark and certification is a
guarantee of good quality. Only 10 to 24 percent said that it is guarantee of fair price.
This section concern in self with reporting the finding pertaining to the mark and certification the
majority of the people agreed that it is guarantee of all the three. The least people in the rural
area of Muzaffarnagar consider that it is guarantee of fair price. The result of the survey is
satisfactory and it showed that the habit of the respondent in this area to purchase the goods
which were marked and certified. The majority of the respondent gives importance to ISI and
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AGMARK products and those do not prefer these products may not be aware of the significance
of the AGMARK and ISI symbols. Those who purchase goods which are marked with
ISI/AGMARK perceive that the quality is good and opportunity for exploitation is less.
Figure 4.3: Mark and Certification is Guaranty of Better Quality
The mobility rate of respondents is found in the figure 4.3 that they consider mark and
certification is the guarantee of all the above i.e. Good quality, fair price and measurement.
Nearly 25 percent believe it is a guarantee of good quality in Chourawala villages. The highest
24 percent and 28 percent respondent believe it is a guarantee of fair price and measurement, in
Basyach and Mukandpur villages respectively.
(4) Did you find any adulteration in the product you have purchased? If yes, did you
complaint about adulteration to.
With the growth of rural markets and due to poor knowledge about their rights and also the lack
of skills to take rational decision based on information about the product or services. The rural
consumer in India is exploited in many ways. The rural consumers has been made to endure sub
standards products and services, adulterated foods, short and measures, spurious and hazardous
drugs exorbitant process endemic shortages leading to black marketing and profiteering,
unfulfilled manufacturing guarantees and host of other ills.16
The rural consumers who generally depend on weekly markets to purchase essential thing are
often cheated due to lack of choice. The rural consumers are generally ignorant and they are also
unorganized. Thus they are exploited by the manufacturers, traders and the service providers in
20 22
24
42
24 26
18
24 20
12 10
14 18
20
28 28
22 22
44
34
28
18
44
38
0
5
10
15
20
25
30
35
40
45
50
Good quality
Fair price
Measurement
All the above
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different ways. The rural consumers are not only scattered but also diverse and heterogeneous.
As a result of globalization and liberalization the rural market in India is the largest potential
market in the world. Thus there are vast opportunities for rural marketing the manufacturer and
the traders take advantage of the condition of the rural consumers. It has been observed that the
condition of the rural consumers is deplorable because they are largely exploited in the rural
markets on account of lack of competition among the sellers. The consumer faces various
problems like adulteration, short weighting and measuring, lack of safety and quality control in
appliances and equipments.17
Table 4.6: Awareness about Adulteration
4. Awareness about Adulteration.
Did you find any adulteration in the product you have purchased? If yes, did
you complaint about adulteration to.
Composite
Z score
Sr. No. Villages A b c D
Shopkeeper
Consumer
court Manufacturer Ignore
1 Rasoolpur 20 (40) 2(4) 14(28) 14(28) 0.41969
2 Basyach 23(46) 3(6) 4(8) 20(40) 0.29716
3 Mukandpur 17(34) 0(0) 7(14) 26(52) -0.06226
4 Chourawala 38(76) 0(0) 3(6) 9(18) -0.33228
5 Sikka 36(72) 1(2) 5(10) 8(16) -0.10274
6 Makhiyali 30(60) 0(0) 5(10) 15(30) -0.21701
Note: The data was drawn from the information contained in the questionnaire.
The analysis of the finding revealed that majority of the sampled respondent, responded that they
would not like to complain to consumer court if they found any adulteration in the food stuff. If
they found any adulteration they would like to ignore it or complain it to shopkeeper only. The
table shows that only 2 to 4 percent of the people file complaints to the consumer court. The
table also shows that highest 28 percent respondent compliant it to the manufacturer in
Rasoolpur. The highest 76 percent of the sample respondent in Chourawala complain it to the
shopkeeper. It is evidence from the table that the majority of the people ignored it completely;
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they do not want to complain it anywhere. The result also highlighted the fact that, a very
negligible percentage of consumer complained to the consumer court. In the present
investigation an attempt is being made to find out the attitude of the people, what they do when
they found the adulteration in the goods which they purchase. On the whole it was seen that the
attitude of people in the rural area is that, the people do not want get entangled in the Labyrinth
process of law, they complaint to the shopkeeper, on the other hand the people ignore complaint
to anyone. The least part of the people complained to manufacturer or consumer courts.
Figure 4.4: Awareness about Adulteration
It is found in figure 4.4 that, 76 percent respondent complained to the shopkeeper if they found
any adulteration in food stuff. It is interesting to note here that the highest 6 percent complained
it to the consumer court. Nearly 30 percent complained it to the manufactures and nearly 30
percent respondent also ignore it and they do not like to complaint it to anywhere just because
they believe that it is their fate or they do not like to involve in any dispute.
4.6 CRA & Empowerment of Consumer
In the emerging scenario it is necessary to protect the rural consumers by educating them about
their rights and empowering them to make decisions based on information about the goods and
services. In India there is no clear policy with regard to the consumer education. However, the
union, as well as the state governments has accepted the introduction of consumer education in
school curriculum.
40 46
34
76 72
60
28
8 14
6 10 10
28
40
52
18 16
30
0
10
20
30
40
50
60
70
80
Shopkeeper
Consumer court
Manufacturer
Ignore
Chapter -4
124
(5) Do you agree that education necessarily leads an individual as aware enough to make
rational choice and protect himself from trade and business exploitation?
The National Council of Education Research and Training (NCERT), has been given the task of
developing the syllabus and text books. The importance of consumer right to consumer education
has been related in various statements the government officials, including the concerned
ministers. Addressing the National Convention on Consumer Protection in 1993, A.K. Anthony
them Minister for Civil supplies, states. There is lot of talk about transparency in public
administration. The consumer movement should also ensure that the trade plays a fair game. Free
play of market forces is perhaps a myth. We know that the prices are subject to all kinds of
manipulation. Therefore, as a first step towards transparency in trading practices, we should
educate the consumer to demand for easy availability of cost data of various industrial products.
Slowly, we should strike for a culture whereby the market rejects products which are not
consumer friendly.18
However the task is gigantic and therefore it is time to involve the PRIs, i.e.
Panchayati Raj institutions to reach the rural consumer. The meeting of Gram Sabah’s can be
utilized as a forum to educate people their rights and obligations and enhance their knowledge
about fake and spurious products.19
Table 4.7: Consumer Education
5. Consumer education.
Do you agree that education necessarily leads an individual as aware enough
to make rational choice and protect himself from trade and business
exploitation?
Composite
Z score
Sr. No. Villages a b c D
Certainly Not always Never
Some
extent
1 Rasoolpur 22(44) 14(28) 4(8) 10(20) -0.1809
2 Basyach 19(38) 10(20) 6(12) 15(30) 0.1166
3 Mukandpur 20(40) 5(10) 7(14) 18(36) 0.3025
4 Chourawala 21(42) 12(24) 4(8) 13(26) -0.1261
5 Sikka 26(52) 3(6) 5(10) 16(32) 0.1016
6 Makhiyali 28(54) 8(16) 3(6) 11(22) -0.2065
Note: The data was drawn from the information contained in the questionnaire.
The question was related to the education of the consumer. It was found in the survey that the
majority of the respondents consider that the education is helpful to prevent from the
exploitation. The least number of the people feels the consumer education is not helpful to
prevent from the exploitation. The highest 54 percent of the people consider in Makhiyali village
that the consumer education is certainly helpful to prevent from the exploitation. It is also noted
Chapter -4
125
that the lowest 6 percent of the sample respondent in Sikka village responded that consumer
education is not always helpful. Only 6 percent of the people in Sikka village said that it never
helpful to prevent from the exploitation. 30 percent also consider that the consumer education is
helpful to some extent; they consider that from the certain extent the education is helpful to
prevent from the exploitation.
Further analysis revealed that surprisingly the highest 14 percent respondents from all the six
villages in Mukandpur village consider that the education is not helpful; it does not play a big
role to prevent from the exploitation. It is found also that people in this area believed that the
education is helpful to prevent them from exploitation, but they also consider that education is
not always helpful to prevent from any kind of exploitation. The analysis of the result as is
indicated that the majority of the people in this area feel the need of education. The least
percentage of the people considers that the education is not helpful to prevent from the
exploitation at all. It is also brought light that the majority of the people considered that the
education is helpful, but helpful to some extent. It means that the people believed that education
played a big role to prevent them from exploitation. But some part of people also considers the
education is not always helpful to prevent them from exploitation.
Figure 4.5: Consumer education
As evident from response that 56 percent people reflects that majority of the people consider that
consumer education is certainly helpful to prevent the consumer from the exploitation in
Makhiyali village, this village is most nearby to the city of Muzaffarnagar. The 24 percent of the
people consider it is not always helpful, to consumer from the exploitation in Chourawala
village. 6 to 14 percent of the total respondent said that it is never helpful to consumer from the
44 38 40 42
52 56
28
20
10
24
6
16
8 12 14
8 10 6
20
30 36
26 32
22
0
10
20
30
40
50
60
Certainly
Not always
Never
Some extent
Chapter -4
126
exploitation. It is interesting to note that the 20 to 32 percent of the respondent consider that the
consumer education is helpful to some extent to prevent from the exploitation.
(6) How consumer empowered do you think is the present in the light of CPA?
According to porter, discerning consumers are one of the necessary ingredients for the
competitiveness of nations. Very often it is argued that the interest of consumers and producers
are antithetical, thus if a consumer gains by some development the producers are believed to
have lost and vice versa. Thus the relationship between a consumer and producer is regarded as a
zero sum game. This is simply not correct. As argued so eloquently by porter both would benefit
by improving the quality of goods and services.
Certainty there would be cases where a consumer is simply cheated by a producer or trader but
this is not sustainable model of growth and development. (Serious long term players would not to
invest heavily in keeping their flock of consumers happy and satisfied). Increasingly the Indian
consumer is offered a variety of products and services offering. The weights and measures
department has seen the sharpest increase in the level of activity form a more 7.7 crores in the X
plan the outlay has been damped up to Rs.187 crores in XI plan alone an expenditure of 10.25
crores has been incorrect and a further Rs.23.4 crores spent in 2008-209. The main thrust in this
sphere is to modernize the department at center and the states corresponding investment will also
be made in skill up gradation of the personnel. This is also proposed to be complemented by
revision in the legal framework and area. The legal metrology bill 2008 was introduced in the
Rajaya Sabha on October 24th 2008. The BIS is being strengthened by a scheme for improving
the system of National Standardization, keeping track of international developments in the fields
of standards better training facilities etc. The total XI plan outlay is 120 crore as against the X
Plan outlay of Rs.5.75 crores.20
Table 4.8: Consumer Empowerment
6. Consumer empowerment.
How consumer empowered do you think is the present in the light of CPA? Composite
Z score
Sr. No. Villages a b c D
Fully Partially
Can’t say Some
Chapter -4
127
empowered empowered extent
1 Rasoolpur 11(22) 9(18) 10(20) 20(40) 0.12791
2 Basyach 10(20) 9(18) 17(34) 14(28) 0.02362
3 Mukandpur 5(10) 11(22) 23(46) 11(22) 0.03690
4 Chourawala 6(12) 8(16) 21(42) 15(30) -0.03565
5 Sikka 5(10) 10(20) 18(36) 17(34) 0.08622
6 Makhiyali 15(30) 4(8) 20(40) 11(22) -0.23146
Note: The data was drawn from the information contained in the questionnaire.
As can be seen from the table 4.8 that the majority of the respondent say nothing about that the
consumer empowered in modern days or not the chunk of the people considers that the consumer
empowered to some extent. The highest 22 percent of the people answered, that the consumer
empowered in modern days in Mukandpur village. The highest 30 percent of the people thought
in Makhiyali village that, the consumer is fully empowered in modern days. The least 10 percent
of the people in Sikka village consider that, the consumer is fully empowered .It is interesting to
noted here that only 8 percent of the people thinking in Makhiyali village that the consumer is
partially empowered.
Figure 4.6: Consumer Empowerment
The figure 4.6 revealed that the maximum number of respondent were found that, they answered
can’t say. They do not know that, the consumers are empowered in modern day. It is also found
that 30 percent respondent consider consumer empowered up to some extent. The 22 to 40
22 20
10 12
10
30
18 18 22
16 20
8
20
34
46 42
36 40 40
28
22
30 34
22
0
5 10
15
20 25
30
35 40
45
50
Fully empowered
Partially empowered
Can’t say
Some extent
Chapter -4
128
percent of the respondent responded that the consumer is fully empowered. Nearly 8 to 18
percent of the people answered that, the consumers are partially empowered in modern days. The
figure highlighted that, the highest 46 percent of the people answered in Chourawala village
can’t say. It is also highlighted that, least 8 percent of the people in Makhiyali village respond
that, the consumer are partially empowered.
The consumer has to choose between the various options before him/her competition is expected
to arrive price and quality to acceptable levels. However a key element of competition is
information, unless consumers have access to timely and reliable information they will not able
to make the right choices. The consumer being largely unorganized groups the government has
to step in and correct the asymmetry of information that exists in the markets, their one of the
important constituents of our policy is to enable consumers to have access to such information.
Table 4.9: How much Consumer Empowered
S.
n
o
Village Consumer Empowerment
Do you agree that education
necessarily leads an individual
as aware enough to make
rational choice and protect
himself from trade and
business exploitation?
How consumer empowered do you
think is the present in the light of
CPA
1 2 3 4 5 1 2 3 5
Certa
inly
Not
alw
ays
Ne
ver
So
me
ext
ent
Comp
osite
Z
Score
A
Fully
emp
ower
ed
Part
iall
y
em
po
wer
ed
Can’t
say
Som
e
exte
nt
Comp
osite
Z
Score
B
1
Rasoolpu
r 22 14 4 10
-
0.182
2 11 9 10 20
0.127
11
2
Basyach 19 10 6 15
0.116
2 10 9 17 14
0.022
68
Chapter -4
129
Note: The data was drawn from the information contained in the questionnaire.
The analysis of the result as indicated in Table 4.9 revealed that, the highest number of the
people considers that certainly the consumer education is helpful to prevent from the
exploitation, but least number of the people believed that, the consumer is empowered in present
era. On the other hand, the people in this area also consider that it is helpful to prevent from the
exploitation, but it to some extent only. It is also to be noted here that, the majority of the
respondent answered that consumer empowered to some extent.
3 Mukandp
ur 20 5 7 18
0.302
3 5 11 23 11
0.035
27
4
Chouraw
ala 21 12 4 13
-
0.127
0 6 8 21 15
-
0.036
34
5
Sikka 26 3 5 16
0.100
9 5 10 18 17
0.085
00
6
Makhiyal
i 28 8 3 11
-
0.207
9 15 4 20 11
-
0.230
98
Chapter -4
130
Chapter -4
131
The whole sampled area is divided into three category high, medium and low, if the value is
greater than 0.027 that area will come under high category, if it vary between 0.027 to .029 that
area will come under medium category and if it is below –0219 than it will be considered that it
as low category. The map 4.2 shows the six sampled villages that how the consumer empowered
in modern era. The three villages Sikka, Mukandpur and Basyach are the region where the
people believe that the consumers are empowered. Two villages are under the medium category
and only Makhiyali comes under the low category.
4.7 CRA, Enforcement & Execution
Due to shortage of the district forums, delays have become the rule rather than expectation says
Mandana, a consumer activist in Bangalore. The 90 days period stipulated for consumer courts
has long been forgotten with cases pending for up to three years.
(7) Do you think that the decision oftenly come within the limit prescribe by the CPA?
People are now filing suits at the drop of a hat, instead of promoting consumer awareness we
seem to be marketing consumerism commented ‘Phiroze Amroliwalla” member of the
Maharashtra State consumer protection council (Prasanana and Abraham, 94).21
Consumer
forums today are no less than civil courts, may be worse commented by Mr. H.D. Shourie,
Director common cause. There is an increasing tendency to indulge the speculative and various
litigation, various unscrupulous elements have started misusing the system. Thus the functioning
of existing Machinery needs to be appraised to strengthen it (Shourie, 1994).22
A high court
judge and a part time president of a state consumer dispute redressal commented that ‘the
intention behind the law is noble.’ The men at top also have honorable intention but the
corruption of the system has gone beyond their power of control as the system is built on weak
foundations. Most judges agree that the main aim of the law is to protect consumers from the
malpractices, traders and the service sector. But we are wasting precious court time by hearing
frivolous cases commented T.S. Cheema, President of the Chandigarh District forum (The Week,
1994).23
Unlike the civil courts, the consumer court are quasi judicial bodies that need to follow a
simple, summarized procedure for quick disposal of complaints. However, repeated adjournment
delays on the part of the state governments in filling up the posts of presidents and member of
the courts and unnecessary technicalities have all combined to slow down considerably the
process of justice. Delays have in fact taken away the very essence of the law. Since
adjournments were found to be the main cause of delays in consumer courts. The Union
government amended, the consumer protections are not to give adjournment at all, in exceptional
Chapter -4
132
circumstances, where it is given the court has to record the reason for it in writing and justify it.
But this provision is again flouted constantly.24
Table 4.10: Time Limit prescribes by CPA
7. Time limit prescribes by CPA.
Do you think that the decision oftenly come within the limit prescribe by the
CPA?
Composite
Z score
Sr. No. Villages a b c D
Reluctant
behavior of
consumer
court
Irregular
sitting of
consumer
court
Irresponsible
behavior of
lawyers
Pending of
large
number of
cases
1 Rasoolpur 11(22) 9(18) 10(20) 20(40) 0.03451
2 Basyach 6(12) 10(20) 11(22) 23(46) 0.04877
3 Mukandpur 8(16) 4(8) 19(38) 19(38) -0.22583
4 Chourawala 15(30) 12(24) 6(12) 17(34) 0.12638
5 Sikka 7(14) 6(12) 16(32) 21(42) -0.12071
6 Makhiyali 13(26) 5(10) 6(12) 26(52) 0.14102
Note: The data was drawn from the information contained in the questionnaire.
The analysis of the finding revealed that the majority of the respondent considers that the
decision does not come within the time due to the pending of large number of cases in consumer
court. On the other hand, people also consider of the sample reported that the decision has not
come within the due time to irresponsible behavior of lawyers. The highest of 38 percent people
consider it in Mukandpur village. It was also found that, some percentage of the respondent
consider that the problem is due to the irregular sitting of consumer court. The highest 20 percent
of people in Basyach village believed that it is due to the irregular sitting of consumer court.
Analysis revealed that the consumer protection working is not satisfactory. The time limit for
disposal of the case is 90 days. But there are the various problems which are faced by the
consumer, though they are not getting justice without any interruption. The CPA was passed with
the object to give cheap, simple justice to the consumers. The decision of the consumer court
Chapter -4
133
often does not come within the prescribe limit due to pending of large number of cases,
irresponsible behavior of lawyers, irregular sitting of consumer courts and the reluctant behavior
of the consumer courts.
Figure 4.7: Time limit prescribes by CPA
Speedy justice is one of the important objectives of consumer movement in the country. Due to a
variety of reasons the time taken to decide cases is getting longer as a result large number of
cases are pending in the consumer courts. The figure reveals that nearly 12 to 26 percent
respondents considered that the decision of the consumer forum does not come due to reluctant
behaviour of consumer courts. The majority of the respondent, 38 to 52 percent consider the
decision does not come due to the pending of large number of cases, further 8 to 20 and 12 to 26
percent respondent said it does not come due to irregular sitting of consumer courts and other
feels irresponsible behaviour of consumer lawyers is the reason.
(8) Do you think the CPA is sufficient to protect the consumer?
The CPA is still considered to be good piece of consumer protection legislation in the country in
many respects. In spite of its handicap it has been successful in resolving both minor and major
grievances of consumers against small retailers and powerful public sector enterprises, (Mehta,
1989).25
Moreover, the government from time to time is making efforts to enhance the power of
the redressal machinery and make consumer protection act more effective through amendment.26
Out of the 4.6 lakh cases filled before the district forums in the entire country, just over 50% of
the complaints i.e. 2.7 lakh have been redressed so far and while 1.4 lakh cases has been decided
0
10
20
30
40
50
60
Reluctant behavior of consumer court
Irregular sitting of consumer court
Irresponsible behavior of lawyers
Pending of large number of cases
Chapter -4
134
in favour of consumers and out of this only 1.1 lakh cases have been decided within the
stipulated time of 90 days. A total of 65,130 were dismissed on technical grounds.27
All this does
not mean, that the consumer protection Act has not served any purpose for the law providing for
a parallel system of consumer justice, it is one of the best in the world. Its enactment is a
milestone in the history of the consumer movement it has contributed most significantly to the
empowerment of consumers in the country (from the very of their inception till November 21,
2008, the consumer courts at the national, state and the district level have together registered
over 31 lakhs complaints, around 365619 cases are pending. But for the law to be fully effective
and serve the purpose for which it was enacted, simple, inexpensive and speedy justice ought to
become the raison de’tre of these courts. Or else the consumer will lose faith in the system.28
Table 4.11: CPA is sufficient to protect the Consumer
8.Object of CPA
Do you think the CPA is sufficient to protect the consumer? Composite
Z Score
Sr. No. Village a b c D
It protect
consumer
only
It protect big
manufacturer
and
businessman
It protect small
manufacturer
and
businessman Can’t say
1 Rasoolpur 11(22) 9(18) 9(18) 21(42) 0.51007
2 Basyach 15(30) 5(10) 4(8) 26(52) 0.06142
3 Mukandpur 7(14) 3(6) 5(10) 35(70) -0.19418
4 Chourawala 6(12) 6(12) 7(4) 31(62) 0.08526
5 Sikka 4(8) 2(4) 3(6) 41(82) -0.44846
6 Makhiyali 12(24) 7(14) 2(4) 29(58) -0.00977
Note: The data was drawn from the information contained in the questionnaire.
The result highlighted the fact that a very negligible percentage, i.e. 8 to 24 percent of consumer
felt that the CPA protect consumer only. Another point revealed on analysis of the present data is
that maximum percentage 42 to 82 percent of the sample respondents were not aware about the
CPA, their answers were can’t say. Only 4 to 18 percent of total sample said that the CPA
Chapter -4
135
protects big manufacturer and businessman. Further, finding of survey reveals that the 4 to 18
percent of the people considered that the CPA protects small manufacturer and businessmen.
Figure 4.8: CPA sufficient to protect the consumer
CPA is unique, as far as social welfare is concerned. The provisions of this Act are very
comprehensive and safeguard the economic rights of consumers very effectively. Nearly 83
percent of the total respondent replied the answers can’t say in the Sikka village. The 24 percent
consumers only said the CPA protect the consumer in Makhiyali village exactly 4 and nearly 20
percent of the sample consumer in rural area of Muzaffarnagar respectively said that CPA protect
big manufacturer and businessmen and on the other hand it protects small manufacturer and
businessman.
The success of CPA is evident from the fact that the district forum have been established in
almost all the districts in the country, as the movement is spreading, more and more consumers
are getting aware that they can ask for redressal of their grievances regarding products and
services. Statistics collected from all the states and Union territories by the Ministry of consumer
affairs in New Delhi give a clear picture of the redressal of grievances.
22 30
14 12 8
24 18
10 6
12 4
14 18
8 10 14
6 4
42
52
70 62
82
58
0
10
20
30
40
50
60
70
80
90 It protect consumer only
It protect big manufacturer and businessman
It protect small manufacturer and businessman
Can’t say
Chapter -4
136
Table 4.12: Enforcement of consumer Rights
Note: The data was drawn from the information contained in the questionnaire.
Analysis of the results, revealed that the chunk of the people consider that the decision of
consumer court do not come within time due to pending of large number of cases, Whereas the
table also shows the majority of the people were not able to give the answer whether the CPA
S
.
n
o
Village Enforcement of Consumer Rights
Do you think that the decision
oftenly come within the limit
prescribe by the CPA?
Do you think the CPA is sufficient to
protect the consumer?
1 2 3 4 5 1 2 3 4 5
Relu
ctant
beha
vior
of
cons
umer
court
Irre
gula
r
sitti
ng
of
con
sum
er
cou
rt
Irr
esp
ons
ibl
e
be
ha
vio
r
of
la
wy
ers
Pe
ndi
ng
of
lar
ge
nu
mb
er
of
cas
es
Comp
osite
Z
Score
A
It
prote
ct
cons
umer
only
It
pro
tect
big
ma
nuf
act
ure
r
and
bus
ine
ss
ma
n
It
protec
t small
manuf
acture
r and
busine
ssman
Can
’t
say
Composite
Z Score
B
1
Rasoolpur 11 9 10 20
0.033
86 11 9 9 21 0.5085
2
Basyach 6 10 11 23
0.048
56 15 5 4 26 0.0606
3
Mukandpur 8 4 19 19
-
0.226
54 7 3 5 35 -0.1947
4
Chourawala 15 12 6 17
0.125
55 6 6 7 31 0.0844
5
Sikka 7 6 16 21
-
0.121
21 4 2 3 41 -0.4484
6
Makhiyali 13 5 6 26
0.140
19 12 7 2 29 -0.0099
Chapter -4
137
is to protect the consumer or manufacturer. The least number of the people believed that the
object of CPA protects consumer only.
Chapter -4
138
Chapter -4
139
The researcher again divided the all sampled area in three categories i.e. high, medium and low
where the value is above 0.106 it will come within the high category, where the value is varies
between 0.106 to -0.210 that area will come under medium category where as if value is below -
0.210 that area will come under low category. The map 2.4 highlights that Rasoolpur comes
under high category where the people are able to enforce their rights, Makhiyali, Basyach and
Chourawala are the villages which comes under medium category, whereas two village Sikka
and Mukandpur come in the low category where the enforcement of their rights is very low .
4.8 CRA & Dispute Redressal Enforcement
An average Indian consumer is known for his patience and tolerance. Perhaps because of these
two traditional traits and due to the influence of the Mahabharata, the Ramayana and the
Bhagavad-Gita, he considers the receipt of defective goods and service as an act of fate or
unfavorable planetary position in his horoscope.
(9) How many times did you obtain any fruitful advice from the consumer helpline/ toll free
number?
Keeping in mind the role of the government in strengthening the consumer movement, the
investigator in the present study felt need to find out the awareness of the facilities which is
provided by the government, besides an attempt have also been made to evaluate the
effectiveness of functioning of toll free numbers. Further the extent of use of this service by the
people and their level of satisfaction with the same has also been analyzed.
Rural communication is quite expensive, in the urban areas advertising of the toll-free number
can be managed with Hindi & English. But is a rural area its communication has to go
necessarily in the local languages and dialects. Rural communication has to go through the time
consuming stages of creating awareness, attitude and changing behavior. The success of the
consumer movement mainly depends upon the level of awareness around the country not only
particularly in this area. The Government can only be plays the role of a facilitatator or catalyst.
The growth of consumer movement is a voluntary effort involving the participation of one and
all. As the objectives of consumer movement can be achieved in a reasonable time frame, only
when all concerned entirely act together and play their role.29
Chapter -4
140
Table 4.13: Functioning of Consumer Helpline/Toll Free Number
9. Functioning of Consumer Helpline/Toll Free Number.
How many times did you obtain any fruitful advice from the consumer
helpline/ free toll number?
Composite
Z score
Sr. No. Villages a b c D
Never Always
Sometimes
not always
It is only
for name
1 Rasoolpur 19(38) 5(10) 9(18) 17(34) 0.05074
2 Basyach 18(36) 6(12) 5(10) 21(42) 0.07830
3 Mukandpur 28(56) 2(4) 6(12) 14(28) -0.19794
4 Chourawala 23(46) 3(6) 2(4) 22(44) -0.05669
5 Sikka 21(42) 1(2) 10(20) 18(36) 0.00189
6 Makhiyali 16(32) 9(18) 7(14) 18(36) 0.12832
Note: The data was drawn from the information contained in the questionnaire.
The relevant finding has been presented in the table 4.13 which shows that 46 percent of
respondents never take advice from the government’s toll free number in Chourawala village. 42
percent respondent replied that, it is only for name in Basyach village. Only 18 percent take
advice from this number. 20 percent of people also took advice once even they do not take it
always when they were in trouble situation in Sikka village; they take the advice when they
want. In the present investigation it was also seen that the consumers did not know any toll free
number which is providing free advice for the protection of their rights. The majority of the
people consider it is useless facility or it is only for name. There were least majority of the
respondent in this area who replied that they always took the advice from this number.
Chapter -4
141
Figure 4.9: Functioning of Consumer Helpline/Toll Free Number
The figure 2.9 highlighted that, 56 percent of the respondent never seek advice from the toll free
number in Mukandpur Village, it is also highlighted that only 2 percent of the respondent take
advice always in Sikka village, further 18 percent of the respondent responded that, the toll free
number is only for name in Rasoolpur village, the least 4 present of the people replied that they
take advice some time from the toll free consumer helpline.
(10) How many times did you appear in the forum for hearing?
A consumer when purchase a new television or refrigerator and it turns out to be defective from
day one, he takes it reliantly, blaming it on his fate or as the consequence of the wrongs
committed by him in his previous birth. Very often he is exploited, put to avoidable
inconveniences and suffers financial loss. It is rather paradoxical that the consumer is advertised
as the “king” by the seller and service provider, but in actual practice treated as a slave or a
servant, goods purchased by him with the label items once sold by them never be received back
under any circumstances whatsoever. This unethical, illegal and unilateral declaration has to be
viewed in the light of the practice in developed countries where the sellers declares, in case you
are not fully satisfied with our product, you can bring the same to us within a month for either
replacement or return of your money. This will clearly indicate the level of consumer
consciousness. However, things are changing slowly but steadily and the momentum increased
considerably since the establishment of consumer courts and due to the efforts of number of
consumer organizations and the media.
38 36
56
46 42
32
10 12
4 6 2
18 18
10 12
4
20 14
34
42
28
44
36 36
0
10
20
30
40
50
60
Never
Always
Sometimes not always
It is only for name
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Table 4.14: Appearing to CDRA for redressal
10. Appearing to CDRA for redressal.
How many times did you appear in the forum for hearing?
Composite
Z score
Sr. No. Villages a b c D
Never Trouble Once Twice
1 Rasoolpur 43(86) 4(8) 1(2) 2(4(0) 0.18415
2 Basyach 45(90) 3(6) 2(4) 0(0) -0.05473
3 Mukandpur 50(100) 0(0) 0(0) 0(0) -0.50189
4 Chourawala 42(84) 2(4) 3(6) 3(6) 0.34533
5 Sikka 48(96) 1(2) 1(2) 0(0) -0.31969
6 Makhiyali 41(42) 4(8) 4(8) 1(2) 0.35470
Note: The data was drawn from the information contained in the questionnaire.
An analysis of the data from the consumer courts in different states shows that there is a direct
relationship between literacy and consumer awareness. Statistics relating to Kerala and Bihar
justified this, the relevant findings has been presented in table which shows that the majority of
the people never appeared before the consumer courts. It reveals in data that the major part of
population which was taken for sample never went to the consumer court. Only 8 percent
respondent appeared in consumer court in Sikka and Makhiyali villages when they were in
trouble. The negligible percentage of the sample i.e. 2, 4 & 6 percent people went to consumer
court in twice when to the consumer court for the redressal respectively. The highest 8 percent
people went to consumer court in one time in Makhiyali village. In rural area of Muzaffarnagar
with large percentage belonging to illiterate class most of the population knows their rights to go
to consumer court if they found any deficiency in the service or found any defect in the goods.
The people of this area do not want themselves engaged in any legal dispute. If they found any
good defective or deficiency in the service they consider it, the incident was their fate ,There was
very nominal number of people went to the consumer court in the rural area of Muzaffarnagar for
the redressal of their dispute.
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Figure 4.10: Appearing to CDRA for Redressal
The result reported in Figure 4.10 shows that 100 percent of consumers never went to the
consumer court when they meet any problem related to consumer protection. Nearly 4 to 8
percent of the total respondent went to the consumer court when in trouble from the sample
villages. Only 2 to 8 percent consumer went to consumer court only once from all the villages.
86 90 100
84
96
82
8 6 0 4 2
8 2 4 0
6 2 8 4 0 0
6 0 2
0
20
40
60
80
100
120
Never
Trouble
Once
Twice
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145
The table 4.15 shows that, all indicators composite Z score values of the six villages, the value of
all the six villages varies from one indicator to another. XI Colum of the table 3.15 shows all
indicators composite Z score mean. The mean also differ from village to village. On the basis of
this mean the researcher categorised, the villages in three categories high medium and low
category. It is seen from Table 4.15 that the level of consumer awareness is high in Rasoolpur,
Basyach and Chourawala villages. It is also seen from table that in Makhiyali village medium
level of consumer awareness is there. It is also revealed from Table that the Sikka and
Mukandpur villages’ people are least aware of their rights relating to consumer protection.
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4.9 CRA: Analysis & Outcome
The success of any legislation depends on effective implementation of its provision by the
Central and State Governments in letter and spirit. A milestone in the history of socio economic
legislation by redefining the legal relationship between consumers and suppliers or
manufacturers of goods and services. The law is a major step forward, in the direction of justice
for the consumers through an institutional arrangement which is easily available, speedy, less
expensive redressal for their grievances and thus enabling them to seek compensation or
damages in case of faulty goods.30
4.9.1 Analysis of I & II indicators
Only one village come under the high category, four villages come under medium category and
one village is under the low category. When we see the census data of these villages, we found
that the highest the literacy rate in Makhiyali village, but this village is under the medium
category of general awareness. It is revealed that the education does not play a major role to
aware the consumers. The lowest numbers of people, who are not aware of their rights pertaining
to consumer protection, is in Mukandpur village. The census data of 2001 shows that there are
2004 people are literate. But they are not aware consumer rights. While Chourawala village
which is under the high level category of general CRA, most of the people are illiterate, the
dwellers of this village are workers mainly. It shows that the working class is the most aware
about the CRA.
4.9.2 Analysis of V & VI Indicators
The map of 4.3 shows category of villages which comes under the high, medium and low
category. Three villages come under high level category and two villages come under medium
level category and one village is under low level category. Though in Makhiyali village the
highest number are literate. It shows that educated people have the rational choice and to
consider that, the consumer is not empowered in modern day, two villages Rasoolpur and
Chourawala, which are under medium category range. In Chourawala village total 3282 persons
are illiterate; here education is playing a major role to make a rational choice of the people
4.9.3 Analysis of VII &VIII Indicators
In the sampled village Rasoolpur is under the high category where the people are more able to
enforce their rights through the consumer court. The medium range villages are also aware about
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consumer court, Chourawala comes under the medium category where the people are able to
enforce their rights through consumer courts. The two villages namely Sikka and Mukandpur
come under the low enforcement category; the people are working as labour class in this area and
are not able to enforce their rights pertaining to consumer protection.
4.9.4 Difficulties Faced
It is very difficult to get the information from the respondents because of the hesitation showed
by them in responding the questions regarding their income and educational qualifications. They
also face reluctant because of galaxy of questions is put to them by a stranger. During survey
discussion held with the respondent they considered that a researcher is a representative of some
company or income tax department, some of them reacted to this by asking the researcher to fill
in the questionnaire in his own handwriting on the basis of the responses given by them. Other
reaction was not cooperative at all.
4.9.5 Limitation of the Study
The study was of following limitations:
(i) The respondent’s incomplete and wrong information and non responses to some questions
could not be avoided.
(ii) As the respondents were spread over throughout the district’s village, it was not possible for
the researcher to contact the respondents personally to rectify such omission and
commissions.
(iii)The study relies relatively more or less on secondary data.
(iv) The study is limited to rural area of Muzaffarnagar District.
(v) The study has been done for four years, only owing to paucity of time and money the
constraints in availability of secondary data.
(vi) The research now a day is becoming more and more cost-intensive which is a great constraint
on the study.
4.10 Conclusion
The Consumer Protection Act, 1986 has completed its 24 years since it was passed, but the
people in the rural area of Muzaffarnagar are not aware of their basic rights relating to consumer
protection. The growth of consumer rights awareness is a voluntary effort involving the
participation of one and all. The objective of consumer protection can be achieved in a
reasonable time frame only, when all concerned, act together and play their role. The mass media
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149
also played a significant role to create consumer rights awareness among the people in the area.
It would have been a herculean task to mention the absolute values of all the indicators. So the
researcher has applied the median method to take one value from all the indicators village wise.
The table 4.16, 4.17and 4.18 shows the median percentages value of all indicators, village wise.31
I=Sources of information II=Role of Government III=Consciousness of quality/Brand IV=Awareness about adulteration V =Consumer education VI=Consumer empowerment VII= Time limit prescribe by CPA VIII=Object of CPA=IX=Functioning of consumer helpline/tool free number X= Appearing to CDRA for redressal XI= Composite Standard score index
