CONSUMER PROTECTION ACT -1986

Introduction
United nations have passed resolution of consume protection in
April 1985. In India 1986 was the enactment of Consumer
Protection Act.
The law relating to consumer protection is contained in the
consumer protection Act, 1986.The Act applies to all goods and
services. The central government may however by notification
published in the official Gazette exempt any goods or services
(Sec.1)

Aim
Providing simple, quick, and cheaper protection of consumers
interest.
Objectives
Better protection of interests of consumers
Protection of rights of consumers
Right to be protected against marketing of goods or
services which are hazardous to life and property
To be informed about the quality, quantity, potency,
purity, standard and price of goods or services so as to
protect the consumers against unfair trade practices
The right to be assured, where ever possible, access to
goods and services at competitive prices
The right to be heard and to be assured that consumers
interest will receive due consideration at appropriate
forums
The right to seek redresses against unfair trade practices
or restrictive trade practices or unscrupulous exploitation
of consumers
Right to consumer education

Scope of the Act

Applies to whole of the state except the state of Jammu and
Kashmir
Applies to all type of goods and services, public utilities &
public sector undertakings
All types of complains relating to goods ,unfair trade practice
Remedies under this act are same as those in other laws.
A suit pending in civil court cannot be heard in consumer court
Consumer forums have the power to adjudicate disputes, but
they do not have trappings of a court
The consumer court powers are limited

Consumers Need Protection Against

Price fixing or output restraint i.e. delivery/flow of supplies to
impose unjustified costs/restrictions on consumers.
Collusive tendering; market fixing territorially among
competing suppliers, depriving consumers of free choice, fair
competition.
Supplying only to particular distributors or on condition of sale
only within a territory.
Delaying in supplying goods/services leading to rise in price.
Requiring a consumer to buy/hire any goods or services as a
pre-condition for buying/hiring other goods or services.

STATE AND DISTRICT CONSUMER PROTECTION COUNCILS

Objectives
a) The right to be protected against the marketing of goods and
services which are hazardous to life and property.

b) The right to be assured, where ever possible, access to a

variety of goods and services at competitive price
c) The right to consumer education.
d) The right to be heard and to be assured that consumer
interests will receive due consideration at appropriate forums.
e) The right to be informed about the quality, quantity, potency,
purity, standard and price of goods or services so as to protect
the consumer against unfair trade practices.

The state consumer protection councils (Sec. 7 and 8)

Members
Chairman: The minister in charge of consumer affairs of the
state Government.

Such number of other official or non-official members

representing such interests as may be prescribed by the state
government.

Meetings
Number of meetings: Not less than 2 meetings every year
Time and place: Depends on the chairman
Objective
To promote and protect within the states
The rights of the consumer as laid down in Sec(6)

The district consumer protection council

Members
District collector is the Chairman
Other official and non-official members are appointed by the
state government
Meetings
Number of meetings: Not less than 2 meetings
Time and place: As decided by the chairman

Objective
To protect and preserve the right of the consumer within the
district lay down under the Sec (6).

PATIENT TO CONSUMER AND NOW CUSTOMER AS IN

CORPORATE HOSPITALS
A patient who pays to get services of doctor/hospital,
Any person who pays for the patient, legal heirs/representatives
of such patients, spouse, parents and children of the patient.
A customer is not an outsider to our business. He is a definite
part of it
A customer is not an interruption of our work. He is the purpose
of it.
A customer is doing us a favour by letting us serve him. We are
not doing him any favour.
A customer is not a cold statistic; he is a flesh and blood human
being with feelings and emotions like our own.
A customer is not someone to argue or match wits with. He
deserves courteous and attentive treatment.
A customer is not dependent on us. We are dependent on him.
A customer brings us his wants. It is our job to handle them
properly and profitably - both to him and us.
As nurses we provide service
Service" of any description which is made available to
potential users
CONSUMER PROTECTION ACT DOES NOT APPLY TO
Service rendered free of charge, or
Under a contract of personal service

BIBLIOGRAPHY
1. Ward MJ, Price SA. (1991) Issues in nursing administration.
St.Louis: Mosby.
2. Marquis B.L., Hutson C.J. (2006) Leadership roles and
management functions in nursingTheory and application. 5 th
ed. Philadelphia: Lippincott Williams and Wilkins.

3. Basavanthappa BT. (2000) Nursing administration. New Delhi:

Jaypee brothers.
4. DC Joshi (2009) Text book of hospital administration. 1 st edition,
Jaypee publications.
5. AG. Chandorkar Text book of hospital administration and
planning; 2nd edition New Delhi.

MAMATA COLLEGE OF NURSING

KHAMMAM
SUBJECT: Nursing management
TOPIC: Consumer Protection Act
GUIDED BY: Mrs. Dr. Ratna Philip, Principal
DATE:
PRESENTED BY: Mrs. Udaya Sree, M.Sc. (N) II Year
TIME:
MASTER PLAN ON CONSUMER PROTECTION ACT

1. Introduction
2. Aim
3. Objectives
4. Scope
5. Consumers need protection against
6. State And District Consumer Protection Councils
7. Patient to Consumer and Now Customer as In Corporate
Hospitals?
8. Consumer protection act does not apply to
9. Bibliography