Question

Visit a consumer organisation in your town. List down the various functions performed by it.

Answer 1

Functions Performed by the Consumer Organisation

The various functions observed and documented during the visit have been grouped under four operational headings:

1. Spreading Consumer Awareness and Education
   • Publishing Literature: The organisation prints monthly magazines, booklets, and leaflets to educate the public about common market malpractices and consumer rights.
   • Workshops and Seminars: They regularly organize educational camps in local schools, colleges, and housing societies to demonstrate how to detect counterfeit goods.
   • School Consumer Clubs: They help educational institutions set up local “Consumer Clubs” to build civic awareness among young buyers from an early age.
2. Technical Product Testing and Research
   • Independent Lab Analysis: The organization collects random samples of consumer goods (like milk, edible oils, and household detergents) directly from the retail market.
   • Verifying Safety Standards: They test these samples in independent laboratories to check for adultrants and to verify if companies are adhering to mandatory quality marks like ISI or Agmark.
   • Publishing Test Reports: They release comparative product analysis data to the public, allowing consumers to compare brands based on safety and quality rather than flashy advertisements.
3. Legal Assistance and Grievance Redressal
   
   • Running Helpline Desks: The office operates a dedicated telephone and online grievance desk where distressed consumers can call for free advice.
   • Drafting Complaints: Legal volunteers assist illiterate or unaware consumers in drafting formal legal notices to fraudulent shopkeepers or service providers.
   • Filing Institutional Suits: When a fraudulent practice affects the general public at large, the organisation files class-action lawsuits directly in the Consumer Commissions on behalf of the public.
4. Policy Advocacy and Fighting Malpractices
   • Lobbying with Governments: They act as an expert pressure group, submitting feedback to government agencies to help draft stricter rules regarding food safety, e-commerce fraud, and medical negligence.
   • Protesting Exploitation: They actively protest against unfair trade practices, such as artificial hoarding, black marketing, and charging above the Maximum Retail Price (MRP).