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Awareness about rights and responsibilities holds the key to the solution to consumer problems, said Shri L. Man Singh, Secretary, Department of Consumer Affairs at a function organized today at Delhi University for the pre-launch of National Consumer Help- Line (NCH). In order to check the widely pervaded consumer exploitation in the country the Government has brought out a number of statutory regulations to safeguard the interest of consumers and the proposed National Consumer Help-Line formed yet another step in this direction, he said. Set up in the Delhi University premises, the National Help-Line will provide information; advice or guidance for day- to-day consumer problems through a toll- free telephone line with national coverage establishing connectivity to all parts of the country during designated hours. The Call Centre of the help line would also provide an opportunity to interested teachers and students to participate in its function, Shri Mansingh informed. The NCH when it becomes fully operational should become an integral part of Delhi University providing valuable service to the aggrieved consumer, he hoped.
Expressing concern over the large-scale advertisement on products and services quite often leading to false information to consumers, Shri Mansingh cautioned the public to be well informed about the existence of redressal mechanism which is available to them in case of defective products and unsatisfactory services. The most important steps taken by the government in the field of consumer protection included the enactment of Consumer Protection Act 1986 enabling establishment of consumer forums and consumer protection council at district, state and national level besides establishment of consumer protection machineries and amendments to various legislations like Prevention of Food Adulteration Act, Essential Commodities Act etc, the Secretary added.
It is felt that consumer should be kept in the right perspective while framing policies for all consumer-related activities. Creation of consumer clubs in schools by the Ministry last year was a step in this direction for creating awareness among the public at the formative years itself. Similarly, helplines like the one being set up at Delhi University will provide a crucial link in tendering guidance to consumers and finding a solution to their grievances. Legislation should also be formed in such a way as to be helpful in offering relief to consumers in cases of defective goods and unsatisfactory services.
The National Consumer Help-Line to be set up and operated by the University of Delhi will be funded from the Consumer Welfare Fund in the Department of Consumer Affairs, to the extent of Rs. 3.3 crore which will be released in the course of three years. Of this, an amount of Rs. 1.07 crore would be disbursed in the first year. The facility will function six days a week, Monday to Saturday, from 9 A.M. to 5 P.M. and the timings of operations may be enhanced after a review by the Department of Consumer Affairs. The University of Delhi will also open a website on National Consumer Help-Line and would build a database on handling consumer queries.
The National Consumer Help-Line will be formally launched on the National Consumer Rights Day on March 15, 2005.
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