Consumers POWER 1.1 A bi-monthly resource for the consumers Rs.25 May 2010 Inaugural Issue Are YOU the King in India? 09 Charter of Telecom Services 19 Consumer’s Role in Dispute Redressal System in India PAGE 5 Impact of Ads on Rural Consumers PAGE 10 Standards: A Part of Your Life PAGE 23 State of Consumers in Shimla PAGE 16
I"Consumers Power". The Citizens' Awareness Group was registered with TRAI as Consumer’s Advocacy Group in 2007 and has acquired good knowledge about telecommunication services, regulations governing its provisions and redressal of consumer grievances. It has been organizing several seminars and workshops to generate awareness about the rights of consumers. Consumer Advocacy Groups play significant role in empowering consumers, particularly in matters connected with Telecommunications, Broadcasting and Cable Services. I am confident that the Citizens' Awareness Group would supplement the efforts of Telecom Regulatory Authority of India in protecting the interests of consumers and generating awareness about their rights. I wish the organization great success in its endeavors.
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Consumers
POWER1.1
A bi-monthly resource for the consumers
Rs.25May 2010
Inaugural Issue
Are YOU the Kingin India?
09 Charter of Telecom Services
19 Consumer’s Role in Dispute Redressal System in India
PA G E 5
Impact of Adson Rural ConsumersPA G E 1 0
Standards:A Part of Your LifePA G E 2 3
State of Consumersin ShimlaPA G E 1 6
BASIC INFORMATION
Telecom tariff / charges and rates related issues
+ The customer must be given complete details of tariff plan including charges payable for every item included in the plan within a week of activation of service.
+ While taking the new connection, you can obtain the contact details of the Call Centre, Nodal Officer and appellate authority of service provider for making your complaints.
+ No hike in any tariff item or charges is permitted during six months from the date of enrolment of the subscriber in a tariff plan.
+ In tariff plans having validity of more than six months including lifetime plans no tariff item or charges shall be increased at any time during the promised validity period.
+ 'Lifetime validity' means the duration of the current license or renewed license of the service provider.
+ The customer is free to move from one tariff plan to another, including post paid to pre paid and vice versa without paying any fee or charges for migration and without change of telephone / mobile number.
+ Even if the talk time value has been exhausted, the prepaid customers should get all the services, which do not affect “talk time value”, like incoming calls/SMS etc. during the entire validity period.
+ Unused balance in the prepaid card at the end of the validity period is to be carried forward if recharged during the grace period specified for the purpose.
+ Fixed line and broadband customers to be given rental rebate for faults not rectified within 3 days of making complaint.
+ No rental for national roaming facility. Receiving SMS is free while national roaming.
+ Processing fee, if any, in the talk time top-up recharge shall not exceed Rs.2/-.
+ Calling Line Identification Presentation (CLIP) facility cannot be made a compulsory item of tariff in any tariff plan. If chargeable, it shall be optional for customers.
Customers of Mobile & Fixed Telephone & Television
must read this for getting better services
Whom to contact in case of telephone / mobile complaints?
How to stop getting unwanted telemarketing Calls and SMSs?
Basic information about Cable TV Services in Conditional Access System (CAS) Areas
TV services under Direct to Home (DTH)
Individual consumer complaints / disputes
TRAI invites all the stakeholders to visit its website: www.trai.gov.in for full Details of the
Regulations, Tariff Orders, and Directions issued by the Authority from time to time.
(Issued in public interest by Telecom Regulatory Authority of India)
Telecom Regulatory Authority of India Telecom Regulatory Authority of India
Mr. J.S. SarmaChairmanTelecom Regulatory Authority of India, New Delhi
CONSUMERS POWER | May 2010 | 1
am happy to know that the Citizens' Awareness
Group (CAG) is publishing bi-monthly magazine I"Consumers Power". The Citizens' Awareness
Group was registered with TRAI as Consumer’s
Advocacy Group in 2007 and has acquired good
knowledge about telecommunication services,
regulations governing its provisions and redressal of
consumer grievances. It has been organizing several
seminars and workshops to generate awareness about
the rights of consumers.
Consumer Advocacy Groups play significant
role in empowering consumers, particularly in matters
connected with Telecommunications, Broadcasting and
Cable Services. I am confident that the Citizens'
Awareness Group would supplement the efforts of
Telecom Regulatory Authority of India in protecting the
interests of consumers and generating awareness
about their rights. I wish the organization great success
in its endeavors.
J. S. Sharma
EDITORIAL TEAM
Processed and Printed at :Nex-Gen GraphibizPlot No. F-191, Industrial Area, Phase 8-B, SAS Nagar, MohaliPunjab
Printed & Published by Mr. Surinder Verma, ChairmanCitizen Awareness Group.
All articles and advertising material should be forwarded to :
t gives me immense pleasure to know that Citizen’s Awareness Group has Istarted a bi-monthly magazine
“Consumers Power” for the consumers of this region. I appreciate the working of the group with the objective of creating awareness about various issues related to health, literacy and consumer problem from its inception. I hope that this magazine will empower the consumers of this entire region by providing them timely information about the intricacies of market.
I personally welcome the launch of the magazine here in this region, and congratulate the entire team of CAG for creating consumers.
Mr. Jagroop Singh MahalPresident
Consumer Disputes, Redressal Forum UT, Chandigarh
am happy to note that Citizen’s Awareness Group has started a bi-monthly magazine I“Consumers Power” and this issue will focus on
the consumer awareness in the telecom and broadcasting sectors.
The mission of Telecom Regulatory Authority of India (TRAI) is to ensure that the interest of consumers are protected and at the same time to nurture conditions for growth of telecommunication, broadcasting and cable services in a manner and at a pace which will enable India to take a leading role in the emerging global information society.
The service providers should ensure quality of service and attend to consumer grievances as per the benchmarks and procedures prescribed by TRAI. This is one of the concern of the regulator. In order to this concern and to achieve its Mission, TRAI has been conducting various regional workshops for capacity building of Consumer Advocacy Groups (CAGs) and consumer education at regular intervals at different places. The sole aim of this exercise is to raise consumer awareness as end users through CAGs. TRAI have been consistently striving towards improving the response of the service providers to the consumer needs and consumer complaints. Print media has always been playing a significant role in raising consumer awareness amongst consumers and service providers by raising consumer centric issues. I am sure your magazine will also contribute towards this aspect.
I wish the Citizens Awareness Group all success in their foray to launch “Consumers Power” magazine and hope that the content of the magazine will be such that will enlighten the consumers about their rights and obligations for getting proper quality telecommunication and broadcasting services.
t gives me pleasure to say that Citizens Awareness Group Chandigarh has Istarted a bi-monthly magazine titled
"Consumers Power". As we all know, consumers are the largest social group in any society. They face a number of problems relating to the goods purchased by them and services hired on payment. It is a common knowledge that in every sphere whether it is airlines, banks, railways, insurance, courier agencies, housing, building activity, trading, investments, education, telephone/mobile, electricity, water supply, hospital etc., the consumers hire services and in many cases face, problems like the cancellation or delay, repudiation of claims, levying of' heavy charges, medical negligence or non supply or short supply of goods. The consumers are the most unorganized group and need to be educated about their rights. Many of the consumers suffer deficiencies, losses and humiliation simply because they are not aware of the remedy or they feel that the damage caused is bearable as compared to the harassment and delay which they may suffer in pursuing the remedy before the Courts. The "Consumers Power" magazine being launched by the Group is expected to take care of these problems and impart not only education to the consumers about their rights but also assist them to redress their grievances.
I wish success to the Citizens Awareness Group, is the need of the hour.
CONSUMERS POWER | May 2010 | 2
R.N. Parbhakar
Ram Niwas
Jagroop Singh Mahal
Ms. K. K. NarangDeputy Director General
Bureau of Indian Standards
t gives me immense pleasure to know
that the Citizen’s Awareness Group is Ilaunching 'Consumer’s Power' a
b i -month ly journa l ded ica ted to
consumers.
The Group has been playing a vital role in
spreading awareness amongst the
masses about various consumers related
issues. Their contribution in spreading
public awareness about the rights of
consumers has significantly supplemented
the endeavor of Bureau of Indian
Standards in creating awareness about
various activities of BIS.
Kindly accept my heartiest congratulations
and best wishes for your magazine which I
am sure will go a long way in further
promoting the values concerning the
consumers.
BUREAU OF INDIAN STANDARDS
Ekkud% iFkizn’Zkd%
Arun Kumar Gupta, IASGeneral Manager
Food Corporation of IndiaHaryana Region
t gives me immense pleasure to know
that Citizen’s Awareness Group has Istarred a bi-monthly magazine
“Consumers Power” about various issues
related to health, Literacy and Consumer
problems for the consumers of this region.
I convey my best wishes to the group and
wish it all success.
Food Corporation of India
CONSUMERS POWER | May 2010 | 3
Arun Kumar Gupta
Ms. K. K. Narang
am pleased to know that Citizen’s
Awareness Group (CAG), a voluntary Iorganization, has decided to publish its
bi-monthly magazine “Consumers Power”
with an objective to generate awareness
among citizens about their rights and
responsibilities and simultaneously assist
them in redressal of their grievances. I am
sure that this effort of the CAG, would go
a long way in fostering a sense of
fraternity among the citizens. I
congratulate the organizers and wish the
publication a grand success.
Nilkanth S. Avhad
Nilkanth S. Avhad, IASGeneral Manager
Food Corporation of IndiaPunjab Region
Food Corporation of India
Editor SpeaksCITIZENS AWARENESS GROUP
CONSUMERS POWER | May 2010 | 4
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10
14
16
19
23
Is Consumer Really the King in India?
Telecom Services
Impact of Advertisements
TRAI Basic Information
Consumer Awareness
Role of Consumer
Standards :A part of our Life
Dear Readers
I am greatly pleased to present to our natured readers- the consumers community- with this newest
magazine “Consumers Power”. In today's world, consumers wield the power…..the power to demand
the best.
In this issue, we had brought forward the rights of consumers in Telecom Industry. I am extremely
delighted on sharing Basic information on Telecom tariff and rate related issues and about the Role
of consumers.
I am heartly thankful to Mr. Bejon Mishra, Professor MC Pal, Dr. Akshat Mehta, Dr. Babita Aggarwal,
Dr. Meenu Aggarwal, Dr. Mamta Mokta and Ms. Renuka Salwan for their intresting articles.
Apart from the introduction to TRAI by Dr. Akshat Mehta, you will also come to know about the
Common Charter of Telecom Services in this issue.
I feel extremely proud in incorporating the write-up on National Seminar on Role of Cosumer
Disputes Redressal system in India: “Issues, Challenges and opportunities”. Seminar was
co-ordinated by Professor MC Paul, School of Social Sciences, Jawaharlal Nehru University, New
Delhi. Seminar was organised as a mark of respect to the true spirit of “UN Guidelines for Consumer
Protection (UNGCP) issued 25 years ago in 1985.
In a past few years Telecom industry has grown at a rapid pace with an upcoming of loads of
telecom companies, which had left the consumer in a state of confusion. The choice is extremely
difficult for the consumers of telecom industry as so many big brands have stepped into, leaving the
market overloaded.
This issue is just one step forward in helping you to make the right choice and to update your
knowledge as being a consumer. We shall appreciate your feedback and suggestions to help us in
helping you. Queries are also welcomed.
Surinder Verma
24 TRAI :An Introduction
26 Child Labour in India
28 The Consumer Panchayat:
30 Consumer Awareness -
Rights & Responsibilities
Investor Association recognised by Securities Exchange Board of India (SEBI)
Consumer Advocacy Group, registered byTelecom Regulatory Authority of India (TRAI)
onsumers are
considered to be Cking in a free
market; the sellers are
guided by the will of a
consumer. Webster's
dictionary defines
Consumerism as "the
promotion of the
consumer's interests" or
alternately "the theory
that an increasing
consumption of goods is
economically desirable".
"Consumerism" is likely to
dominate the Indian
market in the coming
years, thanks to the
economic reforms in the
present years and
increased direct foreign
investment in the retail
sector. The transition will
be from a predominantly
"sellers market" to a
"buyers market" where the
choice exercised by the
consumer will be
influenced by the level of
consumer awareness
achieved. By
"consumerism" we also
mean the process of
realising the rights of the
consumer as envisaged in
the Consumer Protection
Act (1986) viz. Right to
safety, Right to be
informed, Right to choose,
Right to be heard, Right to
redress, Right to
consumer education,
Right to satisfaction of
basic needs and ensuring
right standards for the
goods and services for
which one makes a
payment. The big
multinationals will leave
no stone unturned to gain
the attraction of the
consumer and will try to
gain a respectable market
share. However, some of
the companies try to
engage in unscrupulous,
exploitative and unfair
trade practices like
defective and unsafe
products, adulteration,
false and misleading
advertisements,
hoardings, black-
marketing etc. The earlier
approach of caveat
emptor, which means
“Let the buyer beware”,
has now been changed to
caveat venditor (“Let the
seller beware”). There is
an active need for having
awareness on the
consumer protection
rights.
Evolution of Consumer
Protection Rights in
India
The consumer movement
in India is as old as trade
and commerce. In
Kautilya's Arthashastra,
there are references to the
concept of consumer
protection against
exploitation by the trade
and industry, short
weights and measures,
adulteration and
punishment for these
offences. However, there
was no organised and
systematic movement
actually safeguarding the
interests of the
consumers. Prior to
independence, the main
laws under which the
consumer interests were
considered were the
Indian Penal Code,
Agricultural Production,
Grading and Marketing
Act, 1937, Drugs and
Cosmetics Act, 1940.
Even though different
parts of India exhibited
different levels of
awareness, in general, the
level of awareness was
pretty low. Indian
consumer movement
began with Passengers
and Traffic Relief
Association (PATRA) in
Mumbai, in 1915. The
growth from there has
been incredible and the
momentum of this growth
started during the ‘60s.
In 1969, Monopolies and
Restrictive Trade
Practices MRTP act was
enacted and MRTP.
Commission was set up
under the provision of the
act. The act deals with
cases of restrictive trade
practices, adversely
affecting competition, and
with unfair trade
practices arising largely
out of false and
misleading
advertisements. After this
act, consumer
groupscame into force,
emerged. The emergence
Is Consumer Really the King in India?"Consumerism" is likely to dominate the Indian market in the coming years, thanks to the economic reforms in the present years and increased direct foreign investment in the retail sector. The transition will be from a predominantly "sellers market" to a "buyers market" where the choice exercised by the consumer will be influenced by the level of consumer awareness achieved.
Bank: A place that will lend you money only when you don't need it.
CEO: Chief Embezzlement Officer.
CFO : Chief Fraud Officer.
-----------------
What's the difference between buying a lottery ticket and buying a penny stock? In the first case, you help finance your local community swimming pool. In the second case, you help finance the stock promoters home pool.
-----------------
A long term investment is a short term investment that failed.
-----------------
A stockbroker is someone who invests your money till it's all gone!
-----------------
A market analyst is an expert who will know tomorrow why the things he predicted yesterday didn't happen today!
-----------------
Momentum Investing: The fine art of buying high and selling low.
-----------------
Value Investing: The art of buying low and selling lower
Bear: What your trade account and wallet will be when you take a flyer on that hot stock tip your secretary gave you.
Bull: What your broker uses to explain why your mutual funds tanked during the last quarter.
-----------------
QUESTION: When does a person decide to become a stockbroker?
ANSWER: When he realizes he doesn't have the charisma to succeed as an undertaker.
-----------------
A stockbroker is a man who is always ready, willing, and able to lay down your money for his commission.
-----------------
The Pessimist sees the glass as half empty. The Optimist sees the glass half full. The Stock Market Day Trader JUST ADDS WHISKEY ...
Jokes for
Funhaving purchased a
defective item, thinks
twice before moving
consumer protection
forums or NGOs for the
redressal. Can he afford to
hire the services of a good
advocate to fight the case
against such
multinational companies
who have a turnover in
crores of rupees per year?
And then such forums too
show inability at times to
help the consumer, after
going through the
cunningness hidden in
every ‘term and condition’
written in the ‘owner’s
manual’. One wonders,
who has authorised such
companies to incorporate
all such conditions that
suit only them and not
the consumer. The
concerned ministry is
aware of all this deceit
and yet, the consumer is
far from being the king.
Why? For one, he is
averse to be a litigant and
prefers to suffer in
silence. For another, the
courts are so over-
burdened with cases,
majority being trivial, that
justice is invariably
delayed, if not denied. The
Consumer Courts were
created with an objective
to dispose the cases
within a very short span
of time, but the ground
reality is that the case
remains without trial for
many years, thus defying
the very objective of its
establishment. Presently,
the courts are located at
district headquarters. This
prevents consumers of
far-flung areas,
particularly in big states
like Uttar Pradesh and
Madhya Pradesh, from
approaching the courts
for justice. A more
desparate distribution of
the redressal machinery
is desirable. The
cumbersome procedure
for filing a case adds to
the burden of a consumer
in the process of getting
justice. Consumers thus
have the social
responsibility of exposing
the manufacture
suppliers or the service
providers for resorting to
illegal trade practices.
Unethical notings like
“Goods once sold will
never be taken back” are
in sharp contrast to the
practice in some of the
developed countries,
where the sellers declare;
“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 is the
result of consumer
consciousness.
Consumers have to realize
their role and
importance. The
consumer movements can
be winner movements
only with our active
involvement by knowing
our rights and enforcing
them. Formation of
consumer associations in
every town would be the
first step towards this
path. It requires a
voluntary effort involving
the participation of one
and all. If the consumers
remain passive, they will
continue to be exploited.
It is necessary that
consumers take action
with solidarity to get a
fair deal and timely
CONSUMERS POWER | May 2010 | 8
redressal. An alert
consumer is a safe
consumer! There is a need
for a fresh look at the
machinery already set up
to protect consumer
interests. Establishment
of more number of mobile
consumer courts and fast
track consumer courts to
resolve minor issues
should be done to make
the judgement procedure
fast. In the coming years,
every consumer in his
own interest has to
realise his role and
importance in the right
perspective. In a
competitive economic
environment the
consumer has to exercise
his choice either in favour
of or against the goods
and services. His choice is
going to be vital and final.
He should realise his
importance and prepare
himself to exercise his
rights with responsibility.
It is very often stated
"Customer is sovereign
and consumer is the
King." If that is really so,
why do we have the
Consumer Protection Act?
Why is there a need for
protecting the King?
Should it not be rightly
called "Consumer
Sovereignty Act"? It is for
the consumers to decide.
After all the dictum in
democracy is, the citizens
get a government they
deserve. Similarly, the
consumer’s in society get
a position in the market
depending upon what
they do or do not do. It is
agreed on all hands that
"consumer empowerment"
in India has a long way to
go. This is the right time
to act.
ll Service
Providers Aacknowledge the
rights of citizen’s to have
a free choice in selecting
their Service Providers
and agree to promote their
services in the best spirit
of competition and
traditions of service to
consumer’s. All Service
Providers agree to
promote the consumers'
right to education, choice,
representation and
redress.
All service providers
assure that the privacy of
their subscribers (not
affecting the national
security) shall be
scrupulously guarded.
All Service Providers
assure that their
subscribers shall be
entitled to interact with
them, either personally or
through their authorized
representatives.
For information and
education of subscribers,
all Service Providers agree
to inform their
subscribers of the broad
range of services offered,
the individual plans
available to them at any
given point of time, the
tariff rates applicable to
each of these, their
validity, terms and
conditions, payment
policies, the billing
processe’s and
procedure’s and the
structure within the
organization where
information and
clarification on consumer
redress systems for
complaints and billing
disputes will be available
with all their relevant
contact numbers.
All Service Providers
agree to arrange human
interface with responsible
company executives
whose name and identity
are made known during
the process of disputes
resolution in addition to
arrangements like
Customer Care Service
through Call Centres.
All service providers
agree to inform their
subscribers on the reverse
of each* bill, their
consumer grievance
redress process with
respect to fault
complaints and billing
disputes. They also agree
to resolve the disputes as
per the guidelines of TRAI
issued from time to time.
All Service Providers
agree to provide an
applicant basic telephone
connection within 7 days
of registration, subject to
technical feasibility and
the mobile connection
immediately subject to
compliance of all required
formalities by the
subscriber.
All Service Providers
agree to repair the faults
within 24 hours of receipt
of complaint from a
subscriber, wherever
technically feasible.
All Service Providers
agree to ensure shifting of
telephone connection
within 3 working days
within the same
exchange, 5 working days
for intra city and 30
working days for inter
city exchanges and
closure (disconnection) of
telephone connection
within 3 days, on receipt
of a letter of request from
the subscriber. An
authenticated copy of the
last telephone bill shall
accompany the letter of
request.
All Service Providers
agree to provide in their
bills related call and tariff
details, payment
procedures and list of
points at which payments
can be made by
subscribers.
All Service Providers
agree to register
complaints in all areas of
their service immediately,
if delivered in person or
by e-mail and within 24
hours on receipt of the
complaint by post.
All service providers
shall render service
without discrimination to
every citizen as per his
eligibility defined below
and who undertakes to
pay all charges and
deposits:
“For the purpose of this
clause, a citizen shall be
defined as an individual
above the age of 18 or an
institution, NGO or
business/service
organization engaged in
any activity which is
permissible under the
laws of the land”.
Common Charter of
Telecom Services2005
CONSUMERS POWER | May 2010 | 9
Continued on Page 15
n this story there are
no heroes and Ivillains; just people
who believe they can buy
happiness, and
advertisers who support
this belief. Consumerism
is one of religion's modern
replacements and like
religion it actively
encourages, then exploits,
dissatisfaction with
everyday reality.
P. Lutus in Consumer
August - 2001
Choice is a fundamental
problem for all human
beings and it is also a
complex problem because
we are living in a kinds of
entertainment of Riches”
age. There are new
products, new kinds of
entertainment and new
services coming along
constantly. Window-
shopping, newspapers,
magazine, radio and
television, influence us
and increase our desire
more and more. Choice of
any thing is very difficult.
Because now a days
different brands of the
same product /materials
are available in the
market. How do rural
consumers decide what to
buy? Sometimes the price
for the same commodity is
different at different
places and at times one
gets inferior quality
product for higher prices.
Lack of awareness on the
part of rural consumer
and absence of rural
consumer organizations
to protect their interests
have complicated the
process of product
evaluation by the rural
consumers' aware about
their rights and the
objects available in the
market. All human beings
have been consumer in
every moment of their
life, night and day. A
rural consumer thus
participates actively in the
economy from the day he
spends his first paise for
candy, lemon, drops etc.;
his first contact with the
economy begins in a retail
store. As a rural
consumer he has an
important role to play in
the economy. The way he
performs will in turn
affect the performance of
the economy. Anyone who
consumes goods is a
consumer. Rural
consumers get exploited
in the market. They
respond to advertisement
and buy goods. Generally
advertisements do not
give all the information
that rural consumer’s
needs to know or wants to
know about a product. In
recent years behaviour of
the rural consumer’s has
changed. A few decades
ago rural consumer’s was
a silent person who
uncomplainingly
purchased the goods from
any place. But this is not
so today. Now the
consumer is the choice
empowered consumer
who decides the fate of
the product with the
rising of his earnings.
Thus, the manufactures
are continuously engaged
to understand the
complex consumer
behaviour better and
respond by offering goods
and services as desired by
them. However, in
scarcity, the buyer is
compelled to buy things
whatever is available in
the market. The key to
ensure consumer
satisfaction lies in under-
standing the consumers -
his likes and dislikes, his
expectations and
motivations, in short it
may be called as
“Consumer
Behaviour.”Consumer
Impact of
Advertisements on Rural Consumer Education and Behaviour
Basic Information on Telecom tariff/charges and rates related issues from Telecom Regulatory Authority of Indiathat specifies your rights.
he customer must
be given complete Tdetails of tariff plan
including charges payable
for every item included in
the plan within a week of
activation of service.
While taking the new
connection, you can
obtain the contact details
of the Call Centre, Nodal
Officer and appellate
authority of service
provider for making your
complaints.
No hike in any tariff item
or charges is permitted
during six months from
the date of enrolment of
the subscriber in a tariff
plan.
In tariff plans having
validity of more than six
months including lifetime
plans no tariff item or
charges shall be increased
at any time during the
promised validity period.
'Lifetime validity' means
the duration of the
current license or
renewed license of the
service provider.
The customer is free to
move from one tariff plan
to another, including post
paid to pre paid and vice
versa without paying any
fee or charges for
migration and without
change of telephone /
mobile number.
Even if the talk time value
has been exhausted, the
prepaid customers should
get all the services, which
do not affect “talk time
value”, like incoming
calls/SMS etc. during the
entire validity period.
Unused balance in the
prepaid card at the end of
the validity period is to be
carried forward if
recharged during the
grace period specified for
the purpose.
Fixed line and broadband
customers to be given
rental rebate for faults not
rectified within 3 days of
making complaint.
No rental for national
roaming facility. Receiving
SMS is free while national
roaming.
Processing fee, if any, in
the talk time top up
recharge shall not exceed
Rs.2/-.
Calling Line Identification
Presentation (CLIP)
facility cannot be made a
compulsory item of tariff
in any tariff plan. If
chargeable, it shall be
optional for customers.
Customer consent a
must for providing
Chargeable Value Added
Services
No chargeable value added
service like ring tone,
caller tune, missed call
alert, music / songs etc.
shall be provided to a
customer without his/her
explicit consent.
All communications/
advertisements relating to
premium rate services e.g.
ring tones, wallpaper,
astrology, quiz etc. should
have the pulse
rate/charges for the
service.
Whom to contact in case
of telephone / mobile
complaints?
All service requests/
complaints are to be made
to the Call Center. The
Call Center shall register
the complaint / request
and provide docket
number to the
complainant.
In case the customer is
not satisfied with the
redressal of his complaint
at the Call Center level, he
may approach the Nodal
Officer and then the
appellate authority. For
contact details of Call
Centre, Nodal Officer and
appellate authority, you
may visit the Website of
your service provider.
Complaints pertaining to
service disruption / faults
are to be attended within
a maximum period of 3
days and billing
complaints within 4
weeks by telecom service
provider. In the event of a
request for termination,
the services shall be
terminated by telecom
CONSUMERS POWER | May 2010 | 14
Your Rights as a
Telecom Consumer
Do you know?
Fixed line and broadband customers to be
given rental rebate for faults not rectified
within 3 days of making complaint.
service provider within a
maximum period of 7
days and bills to be raised
after adjustment of
security deposit.
How to stop getting
unwanted
telemarketing Calls and
SMSs?
A customer who does not
wish to receive unwanted
commercial calls or SMSs
can register his telephone
number in the National
Do Not Call (NDNC)
Registry by dialing '1909'
or sending SMS by typing
“START DND” and send it
to 1909.
In case the customer
receives unsolicited
call/SMS even after 45
days of registration in the
NDNC registry, complaint
can be lodged with the
service provider within 15
days of receipt of such
unsolicited commercial
communication.
Basic information
about Cable TV Services
in Conditional Access
System (CAS) Areas
CAS is only available in
Chennai and parts of
Delhi, Mumbai and
Kolkata.
All customers in CAS area
will get 30 Free to Air
channels without Set Top
Box (STB) by paying
Rs.82/- (excluding taxes)
per month.
CAS allows consumers
choice of selecting
individual pay channel.
No compulsion to take
bundle of channels or
bouquets.
Pay channels will be
available at the rate of
Rs.5.35 per channel per
month (excluding taxes).
STB only required for
getting pay channels.
STB to be made available
for a deposit of Rs.200/-
with a monthly rental of
Rs.34/- or deposit of
Rs.750/- with a monthly
rental of Rs.22/- to the
new customers.
Your Multi System
Operator (MSO) is
required to maintain
Customer Service Center
for receiving your
complaints.
All complaints made will
be registered and given a
docket number.
Monthly bills with details
to be given to the
customer by the cable
operator compulsorily.
TV services under
Direct to Home (DTH)
The DTH operator has to
make schemes and offer
Set Top Box (STB) on
rental, hire-purchase
basis and outright
purchase basis. The
customer has the freedom
to choose from schemes
being so offered.
In case of termination of
connection, the service
provider has to give a
notice to the customers.
A subscription package
offered to a customer
cannot be changed to the
disadvantage of the
customer for 6 months
from the date of
subscription.
STB not to be disabled
in case there are no
dues.
In case of any complaint
or problem with the
services, the customer
may contact the Call
Centers on toll free
numbers of the service
provider.
Individual Consumer
Complaints / Disputes
Individual consumer
complaints / disputes
which are maintainable
before Consumer Forum
are not handled by TRAI.
Customer has to seek
redressal of the grievance
with the service provider
as per the regulations or
can seek remedy in the
Consumer Forum
Complaints alleging
violation of the
Authority's direction/
orders/regulations are
handled in TRAI.
TRAI invites all the
stakeholders to visit its
website: www.trai.gov.in
for full details of the
Regulations, Tariff
Orders, and Directions
issued by the Authority
from time to time.
(Issued in public interest by
Telecom Regulatory Authority of India)
CONSUMERS POWER | May 2010 | 15
Common Charter of
Telecom Services 2005
Continued from Page 9
All service providers agree to provide information on
Directory Services and book complaints on toll free
number for registering complaints.
All service providers agree to provide their subscribers
satisfactory connectivity to their services and
interconnectivity to the extent of their respective legal
obligation under the relevant interconnection agreement
and to ensure that subscribers do not suffer on account of
poor service.
All service providers agree to allow emergency services
like police, fire and ambulance for a period of 15 days
during which incoming facility is allowed, if technically
feasible, even after the telephone connection is
suspended.
All Service Providers agree to achieve the minimum
benchmarks prescribed by TRAI with respect to the
quality of service and also commit themselves to improve
upon the standards of service at different points of time.
Mutual courtesy and respect are the hallmarks of any
durable relationship between the Service Providers and
subscribers and both agree to abide by these principles.
Though this charter is non-justiceable, service
providers agree to strive to adhere all the points
contained in this charter and to make every effort to abide
by the charter.
Clause 7 amended as agreed in the meeting of the CAGs
and service providers held on 24th January 2006 so as to
inform the subscribers through “each bill” instead of
informing “periodically”.
CONSUMERS POWER | May 2010 | 16
State of
Consumer Awareness in Shimla City
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.” Mahatma Gandhi
he world is a global
village and the Tconsumer is king,
yet he is striving to create
a niche for himself. The
growing interdependence
of the world economy and
international character of
many business practices
have contributed to the
development of consumer
protection (Gambhir
,2007) Citizens have
always been exploited by
agencies and institutions,
both in private and public
sectors, as they are not
orgnanised formally to
take remedial action.
Such complaints are more
in public utility services
like electricity, water, gas,
railways, and transport.
(Goel 2004)
The term consumer has
been defined as any
person who seeks or
acquires goods for
personal, family or
household purpose.
Moreover, the goods must
be acquired for final
consumption and not for
the purpose of
manufacture or resale
(Agarwal, 1989) Every
individual irrespective of
his age, sex, religion,
status is a consumer and
thus they are required to
exercise proper check and
caution while making
purchase of item (Sharma
2005).A Consumer is
anyone who buys or
agrees to buy any goods
for a consideration which
has been paid or promised
or partly paid and partly
promised or under any
system of deferred
payment.
Consumer also includes
any user of such goods
other than the person
who actually buys goods
and such use is made with
the approval of the
purchaser. However a
person is not a consumer
if he purchases goods for
commercial or resale
purpose (Rakesh
2000).The process of
development coupled with
increasing liberalization
and globalization across
the country has enabled
consumers to realize their
increasingly important
role in society and
governance( Aggarwal
2006).
Consumerism under
Himachal Pradesh
Consumer Protection
Rules 1988 Himachal
Pradesh State Consumer
Disputes Redressal
commission, District
Consumer Dispute
Redressal Forum were
established in 1989.
According to provisions of
these rules Himachal
Pradesh has established
four District Consumer
Disputes Redressal
Forums at Shimla, Mandi,
Kangra and Una. The
district forum Shimla has
its jurisdiction over four
Districts of Shimla,
Solan, Sirmour & Kinnaur
District. While Mandi
district forum has its
jurisdiction extended over
Districts Mandi, Kullu
and Lahual Spiti. District
forum Kangra's
jurisdiction extends over
Kangra Chamba & District
Forum Una's jurisdiction
extends over District Una,
Hamirpur and Bilaspur.
The District Consumer
Dispute Redressal Forum
has jurisdiction to
entertain the claim,
where the value of the
goods and services and
compensation claimed
does not exceed Rs.20 lacs
the state consumer
dispute redressal
commission has
jurisdiction to entertain
the claims where the
value of goods and
services and
Dr. Mamta MoktaChairperson, Department of Public Administration,Himachal Pradesh University, Shimla.
compensation exceeds
Rs.20 lacs but does not
exceed Rs.1 Crore. The
complaint can be filed
within a period of 2 years
from the date, cause of
action arose within the
local limits of forum/
commission and the fee
for making complaint is
Rs.100/- for total value of
goods or services and
compensation claimed
upto Rs. One lac, Rs. 200/-
above compensation of Rs.
Two lacs to Rs. Five lacs,
Rs.400/- is the fee- above
Rs. Five lacs to Rs. Ten
lacs compensation , Rs.
500 is the fee above Rs.
Ten lacs to Rs. Twenty
lacs. Fees of Rs. 2000/is
levied above compensation
of Rs. Twenty lacs to Rs.
Fifty lacs. Rs. 4000 is fees
above Rs. Fifty lacs and
upto Rs. One crore and
Rs. 5000/is the fee charges
above Rs. One crore to be
paid in the form of
Crossed Demand Draft or
Crossed Indian Postal
order. (Administrative
Report, 2006-07)
Extent of consumer
awareness Data Analysis
and Findings
The awakening among
consumer of their rights
and duties, social and
legal obligation of the
business or government
toward the consumer is
called consumer
awareness. It was found
during a study conducted
in Shimla city in 2009,
that majority of
consumer’s, that is
70.90% were aware of the
malpractices and 29.06 %
were not aware of them.
Only 45. 45 % had made
complain about it to the
concerned authorities.
Consumers give different
reasons for not
complaining. Majority of
respondents, that is
42.85% believed that
problem is not so serious
as to make a complaint. It
was observed that
consumers in Himachal
Pradesh do not have the
initiative to complain to
the authorities concerned
despite of the fact that
they know malpractices
are going on. 50.90%
consumers respondents
very often take cash-
receipt after purchasing
the goods. Thus majority
of consumer in Himachal
Pradesh had not fully
comprehended the
importance of cash-
receipt. Without it,
consumers, can not
exercise their rights, as a
consumer and seek
redressal before the
consumer court. Majority
of the educated
respondents have no
knowledge about
Consumers Protection
Laws and 70.90%
consumers respondents
had no knowledge of
Consumers Rights,It was
observed, that majority of
respondents i.e. 81.81%
were unaware about
World Consumer Rights
Day 15th March. With
regard to the most
significant Act, Consumer
Protection Act 1986 only
48.18% were aware of the
existence of State
Commission and 57.27%
were aware about District
Forum. But only 20% had
made complaint before
District Forum and
respondents had lodged
complaint before State
Consumer Commission.
Awareness level of
redressal procedure was
46.36 %. Those 23.07%
respondents, which were
not satisfied with the
response of redressal
machinery, have given
reason that the procedure
is very complex. Thus it
can be concluded that
much more is required to
be done in the direction of
consumerism to make
consumers aware about
their rights.
Suggestions To Strengthen
The State Of Consumerism
In Himachal Pradesh
The consumers should
always try to purchase
standard goods of quality.
Some quality marks have
been patented by the
government such as ISI,
WOOL mark, AGG mark,
FPO, these marks ensure
the quality and minimize
the complaints.
If the goods being
purchased are subject to
guarantee or warranty,
the consumer must insist
the trader to give him
signed guarantee/
warranty card.
The consumers must
ensure the date of
manufacturing expiry
date, maximum retail
prices indicated on the
packaged commodities.
Remember MRP is not a
government fixed price
and the consumer can
bargain. He must always
know that no one can sell
more than MRP.
AGG mark for
agriculture products, ISI
mark for electrical
appliances, BIS Hallmark
for gold should always be
checked at the time of
purchase.
Consumers should
habituate themselves to
check the malpractices in
the market rather than
remain passive. They
should not hesitate to
question shopkeepers,
whenever they notice
irregularities in their
dealings, and if needed be,
report to the appropriate
authorities. The quality
testing laboratories
should be set-up in as
many places in Himachal
Pradesh as possible so
that consumers have easy
and free access to them.
Consumers must be
made to inculcate in
themselves the habit of
buying goods only after
verifying the quality,
purity, price, weight,
packing, manufacturing
date, expiry date etc.
Consumers in Himachal
Pradesh should prefer to
take cash receipt and
should always insist on it,
because this small piece of
paper is very important.
Without it consumers will
not be able to exercise
their right as a consumer
and seek redressal before
the consumer court.
As consumer education
is very important factor
which influences
consumers to act wisely
in the market, it should
CONSUMERS POWER | May 2010 | 17
be included in the syllabi
in a phased manner from
the high school level
onwards.
In order to involve
more and more youth for
the strengthening of
consumer movement in
Himachal Pradesh, it is
suggested here that
Consumer Clubs should
be opened in all the
schools of Himachal
Pradesh and efforts
should also be sincerely
made to open theses clubs
at colleges and university
level.
To strengthen the state
of consumerism in
Himachal Pradesh some
Consumer Service Guiding
Centers should be set-up
by all government
departments as well as
business houses to
maintain a close liaison
with consumers.
In Himachal Pradesh,
more people should be
involved in consumer
activities they should be
motivated to unite
themselves in consumer
organisations.
It is necessary that the
literature on the various
acts especially Consumer
Protection Act 1986,
should be supplied to the
consumers freely in
order to widen their scope
of understanding.
Consumers should be
motivated towards the
realization of consumer's
rights in the market
environment. For this,
the government which
has at its disposal all the
required resources should
take the initiative and
motivate the consumers
through the mass media.
CONCLUSION
We still have miles to
move in the direction of
consumer protection in
Himachal Pradesh. But
even longest journey
starts with small steps so
hope for better prospects
of consumerism are
expected in Himachal
Pradesh in the near
future.
FOR FINANCIAL LITERACY AND INVESTMENT PROBLEMS WITH REGARD TO
PUBLIC ISSUES (INITIAL PUBLIC OFFERING)
CAPITAL MARKET (EQUITY)
MUTUAL FUNDS
INSURANCE POLICIES
BANKING SCHEMES
DEPOSITORY ACCOUNTS
AND ANY OTHER MAJOR / MINOR DIFFICULTIES
FACED BY THE INVESTORS.
CITIZEN’S AWARENESS GROUPInvestors Association recognized by Securities Exchange Board of IndiaRoom No: 3 (Basement), Karuna SadanChandigarh-160011
Contact your sincere and friendly financial partner.
Send your cheque/demand draft drawn infavour of “Citizen’s Awareness Group” payableat Chandigarh
ational seminar
on “Role of NConsumer
Disputes Redressal System
in India : Issues,
Challenges and
Opportunities” on
12-13th March 2010 by
Professor M.C. Paul, GAE,
School of Social Sciences
of JNU, New Delhi in co-
operation with Professor
Bupinder Zutshi, CSRD.
We are happy to note here
that the Hon'ble Minister,
Prof. K.V. Thomas, MOS,
Consumer Affairs,
consented to be the Chief
Guest Since the topic of
the seminar was very
close to his heart but
could not do so. As he
said, “nevertheless, in
view of some unavoidable,
unforeseen, urgent and
important Parliamentary
commitment I was unable
to avail the opportunity”.
All the participants were
thankful to the Hon'ble
Minister for his “best
wishes and compliments
for the successful conduct
of the seminar”.
About 93 participants
A Report on
Role of Consumer Disputes Redressal System in India Issues, Challenges and Opportunities Professor M.C. Paul, GAE, School of Social Sciences, Jawahar Lal Nehru University, New Delhi
Prospectus can be free of cost from the office on working days during 9:00 am to 5:00pm
the quality of services and
ensuring effective
compliance of the
universal service
obligations. However, TRAI
suffers from many
limitations; the important
limitations include lack of
adequate powers to execute
its decisions; ineffective in
ensuring quality of service
as per the benchmarks in
case of certain parameters
of quality, such as, call
completion rate, signal
clarity and inter-cellular
connectivity; and
ineffectiveness in
spreading of telecom
services to the rural areas.
It is suggested that TRAI
may be provided more
teeth as powerful TRAI can
enforce the quality of
service norms more
effectively.
Disclaimer
The publishers regret that they cannot accept liability for error omissions contained in this publications, however caused. The options and views contained in this publication, however are not necessarily those of the publishers. Readers are advised to seek specialist advice before acting or information contained in this publication, which is provided for general use and may not be appropriate for the readers’ particular circumstances. The ownership of trademark is acknowledged. No part of this publications or any part of the contents thereof may be reproduced, stored in retrieval system or transmitted in any form without the permission of the publishers in writing. An exemption is hereby granted for extracts used for the purpose of fair reviews.
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1. Place of Publication : Chandigarh2. Periodicity of its Publication : Bi-Monthly3. Printer's Name : Nex-Gen Graphibiz
a) Nationality : Indianb) Whether a Citizen of India : YesAddress : Plot No. F-191, Industrial Area, Phase 8-B, SAS Nagar, Mohali, Punjab
4. Editor/Publisher's Name : Surinder Vermaa) Nationality : Indianb) Whether a Citizen of India : YesAddress : #2812, Sector 38-C, Chandigarh(O) 0172 - 4007412, Email : [email protected]
The cheque should be drawn in favour of 'Citizens Awareness Group'
payable at Chandigarh.
For more details : Mr. Surinder Verma
#2812, Sector 38 C, Chandigarh M : 094170 08805
Citizen Awareness Group is registered with TRAI and Consumers Advocacy Group, since June 2009 and is a registered a NGO under the society Act sicne December 1994 as a part of its endeavor to generate about the rights of consumer it organises workshops in Northern region from time-to-time. Now it has started bi-monthly magazine, ‘Consumers Power’ which goes toa large number of consumers and service providers. The magazine is the right media to reach out to the Consumers community at a most cost effective manner. As a regular advertiser you can avail of a special discounted rates too.
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CAG Consumers
Power
movements only with our
active involvement by
knowing our rights and
enforcing them. It requires a
voluntary effort involving the
participation of one and all.
If the consumers remain
passive, they will continue to
be exploited. It is necessary
that consumers take action
with solidarity to get a fair
deal and timely redressal. An
alert consumer is a safe
consumer!
Activities
Seminar on “Be Financially Literate: Save Your Investments” organised by Citizens Awareness Group in Association with Telecom Regulatory Authority of India, New Delhi at the office of UGCE, Chandigarh on 12 January 2010.
Shri Surinder Verma, Chairman of Citizens Awareness Group giving talk on the consumers rights at NSS Camp in the Govt. Business College, Sector 42 Chandigarh on 12 December 2009.
Citizens Awareness Group and Sewa Sanskar Foundation organised a function for the distribution of sweaters and socks to out of school children of Alternative Innovative Education (AIE) centres in Govt. Model Senior Secondary School, Sector 10, Chandigarh.
Shri Surinder Verma, Chairman of Citizens Awareness Group giving talk on the precautions that should be taken by investors while dealing with the security market in the seminar of the Consumer Association Chandigarh and Chandigarh Administration at the ICSSR Complex PU, Chandigarh on28 December 2009.
Save Girl Child Seminar organised by Citizen Awareness Group
Republic Day Celebrate on 25 January 2010 with children
International Womens Day Celebration on 8th March 2010
CONSUMERS POWER | May 2010 | 32
Citizen’s Awareness Group has been on the forefront of reaching out to the consumer’s and empower them through various activities.
Here are some Do's of stock investments: 1. Always insist on contract notes from your broker. Verify their genuineness on the on the
Exchange website. 2. Before you place stock orders with your broker, check the company's, redentials, recent announcements and
disclosures under various regulations. Accurate sources are Exchange and company websites, business magazines.
Don't's: 1. Don't keep your Demat Transaction slip book with any broker/sub-broker. 2. Don't get carried away by the onslaught of
advertisements about the financial performance of companies in print and electronic media.
Why deal with unauthorized operators ?Buy or sell shares only through brokers registered with Stock Exchanges.