INTRODUCTION

With resources failing to keep in step with the rising population, the hedonistic trait in man is becoming increasingly noticeable. The desire to make quick profit has resulted in the prolif-eration of short weight and adulterated commodities in the marketplace. In short, unfair trade practices have become legion. 

The consumer finds himself helpless and lonely in the sellers’ market that exist even today. Even government interventions have not brought about relief. This is reflected in the mismanagement that characterises the public distribution system. 

Despite various laws and independent legislation that purport consumer interests, the government has not fully discharged its responsibility of ensuring fair trade practices. In 1986 was enacted the Consumer Protection Act which is unique in its dele-gation of powers relating to redressal and compensation to quasi judicial bodies set up at the district, state and national lev-els. 

Consumers and their leaders, that is the consumer activists have been making long drawn efforts to see the enactment of the Consumer Protection Act 1986. But even their efforts bearing fruit, the Indian consumer still finds himself exploited. 

Therefore, today, a paradoxical situation exists. On the one hand dishonest trade practices thrive in the market place, while on the other a revolutionary piece of legislation exists largely unavailed of. In 1990, CUTS decided to launch a scheme to train educated and socially conscious youth to spread knowledge about Consumer Protection Act COPRA and at the same time make a living out of it. 

The scheme purported to create a team of “Consumer Friends”, who by charging reasonable fees, takes up litigation on behalf of aggrieved consumers at the consumer courts established under the Consumer Protection Act in all the districts of the country. They have, with time became Upbhokta Mitras- Consumer Friends. 

Till now, CUTS has trained 488 persons (out of which 156 are women) in as many as 27 batches started from December 1990.

The participants are given a set of resource material for their perusal. This material has been very useful and helpful to all such persons who underwent this training. 
 

COURSE MATERIAL

The course material given is based on the following subjects: 

• Consumer Protection Act 1986 in brief.
• Other miscellaneous laws
• Format of complaint to be lodge in the consumer courts.
• Formation of voluntary organisation.
• General procedure of complaint lodging in different departments of the government. 
• Two case studies based on “GOODS” and “SERVICES” for practical Course.
• CUTS brief history

PROGRAMME ASSESSMENT

A assessment survey was done for the first time in 1992, till then only 7 such training camps were organised and a total of 120 people had taken training. In the year 1999, a survey was conducted to assess the rate of success and usefulness of the programme. The survey was conducted in July 1999 among all the 488 persons trained in the 27 batches. 

A questionnaire was prepared. These questionnaire were send to all the persons who took training , out of which only 55 send their replies The questions which were asked in the survey and the feedback received from the trained persons is as follows: 

Question 1: Are you satisfied with the training?

YES	NO	NO COMMENTS
90.90	9.09%	NIL

Question 2: Has the given course material proved useful?

YES	NO	NO COMMENTS
92.72%	7.21%	NIL

Question 3: Have you started working on consumer complaints after having undergone this training?

YES	NO	NO COMMENTS
85.45%	14.54%	NIL

Question 4: Have you formed a consumer organization after taking the training?

YES	NO	NO COMMENTS
43.63%	54.54%	1.83

Question 5: Have you sent written complaints to government departments, enterprises and business community?

YES	NO	NO COMMENTS
81.81%	14.54%	3.67%

Question 6: If yes, how many complaints have been settled through correspondence?

YES	NOT DONE ANY WORK	NO COMMENTS
60%*	29.09%	10.50%

* At an average of 20 complaints per person  

Question 7: Have you filed cases in any of the consumer courts?

YES	NO	NO COMMENTS
49.05%	45.45%	5.45%

Question 8: If yes then in how many cases judgement was in favour of consumers?

YES	NO	NO COMMENTS
31.36%*	34.54%	34.10%

* At an average of 18 cases per person 

Question 9: Have you filed cases in State Commission and National Commission?

YES	NO	NO COMMENTS
20%	76.36%	3.63%

Question 10: If yes, in how many cases you succeeded?

YES	NO	NO COMMENTS
9.33%	61.81%	27.27%

Question 11: Have you earned anything by filing such cases for others?

YES	NO	NO COMMENTS
10.90%	85.45%	3.63%

Question 12: If yes, then how much?
Out of the persons who replied positive, only 50% mentioned some amount that varies from Rs 400 to Rs 1000 only. 
Rests have already said in the above question that they have not earned anything. 

Question 13: Had your position in the society improved due to your work in consumer’s interest?

YES	NO	NO COMMENTS
90.90%	5.45%	3.63%

Question 14: What is the attitude of consumers towards you? 

GOOD	BAD	MEDIUM	NO COMMENTS
69.54%	1.81%	25.45%	3.63%

Question 15: Have you been successful as per expectations of consumers?

SUCCESSFUL	UNSUCCESSFUL	PARTIALLY UNSUCCESSFUL	NO COMMENTS
45.45%	3.13%	49.27%	3.63%

Question 16: What is the attitude of presidents and members of consumer courts towards you?

GOOD	BAD	MEDIUM	NO COMMENTS
43.63%	7.27%	29.09%	20%

                         
Question 17: In your opinion which department of public utility services has the maximum number of complaints?
TELEPHONE        41.81% 
ELECTRICITY       74.54% 
ROAD                    5.45% 
TRANSPORT       10.90% 
INSURANCE        21.81% 

Question 18: Have your efficiency in letter and complaint drafting improved? 

YES	NO	NO COMMENTS
94.54%	5.45%	NIL

Question 19: Do you receive reply in time when you seek some information or guidance from CUTS? 

YES	NO	NO COMMENTS
63.63%	14.54%	21.81%

Question 20: Do you write articles in newspaper or magazines relating to consumer issues?

YES	NO	NO COMMENTS
36.36%	58.18%	5.45%

Question 21: As per your opinion, is the public aware of consumer rights?

YES	NO	NO COMMENTS
56.36%	40%	3.63%

Question 22: What are your expectations from CUTS?

A brief of all the replies is enumerated as follows: 

• Consumer friends should be informed well in advance regarding each CUTS programme. 
• Consumer education should be spread among schools and colleges. 
• Corruption, injustices and exploitation should be abolished from this agriculture based country and establish an exploitation free State. 
• Consumer Advisors Training should be conducted at the district and block level. 
• More of a practical training (by taking participants to consumer courts) should be given so as to make it more effective. 

ANALYSIS 

On the basis of the feedback given by the trainees, we could analyse the programme. As it is evident from the answers, on the whole the programme was a success. The people were satisfied with the training. It was found out that only few trainees have started attending the complaints of the consumers. The trainees agreed that their position in the society has rise due to their work for the consumers but these people were not happy with the distinction made in the consumer courts. 

One major thing which came out after assessing the feedback is that only those trained persons who are working for the consumer movement in some way or the other have given response to questionnaire given by CUTS. 

One thing that was evident was that definitely this course has proved very important for these per-sons. An improvement in the course material and the training methodolo-gy is always deemed mandatory. 
 
 

WHAT THE TRAINEES SAYS  It was really very enlightening, full of  Experience and encouraging.  -- Manju Chuhan  M.A., LLB, Advocate  The training was excellent. This will help in  resolving consumers’ problems and fight corruption  in the best manner.  -- Fazr Mohammed     Retd. Teacher    Educative and informative.  -- Sapna Jain  B.Com., Housewife    Extremely beneficial. This has empowered us  with knowledge on consumer rights and how to  achieve them  -- Shivratan Dhand       LLB, Farmer.

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