Consumer protection is a fundamental right that ensures individuals are not exploited by unfair trade practices. Recognising the importance of consumer rights, World Consumer Rights Day is observed annually on 15th March to raise awareness about consumer protection laws and advocate for fair practices in the market. This day serves as a reminder of the power that consumers hold and the need for continued education to safeguard their interests.

On 20th March 2025, an awareness session on consumer rights was organised at Cotton Green Centre, Indira Nagar, Mumbai, in collaboration with Jeevan Dhara. The session aimed to educate individuals, particularly women, on their rights and provide them with practical steps to address common consumer grievances. Ms. Vanita Salunke from YUVA India led the session, while Ms. Priti Gupta from Jeevan Dhara was present to support the initiative. The session was attended by 25 women, who actively engaged in discussions and raised concerns about consumer issues, particularly challenges in the rationing system.

Understanding Consumer Rights and Responsibilities

Consumer rights empower individuals to make informed choices and hold service providers accountable. The Consumer Protection Act 2019 ensures the enforcement of consumer rights and provides mechanisms to seek redressal for grievances. Some key consumer rights include:

• Right to Safety: Protection from hazardous goods and services.
• Right to Information: Access to accurate details about products and services.
• Right to Choice: Freedom to select from a variety of products at competitive prices.
• Right to Be Heard: Consumers’ grievances must be acknowledged and addressed.
• Right to Seek Redressal: Compensation for defective products, poor services, or unfair trade practices.
• Right to Consumer Education: Awareness about rights, responsibilities, and legal protections.

The session focused on empowering participants with knowledge of these rights and encouraging them to take proactive steps in protecting their interests.

Challenges in Ration Distribution: Where to Seek Help?

One of the major concerns raised during the session was the rationing system and the difficulties faced by individuals in obtaining their entitled food supplies. Many participants shared their experiences of irregular distribution, denial of rations, and lack of transparency in the process.

To address these issues, attendees were provided with information on the various channels available for filing complaints and seeking resolution:

1. Local Rationing Office: Consumers facing issues with ration distribution should first approach their nearest Fair Price Shop (FPS) dealer. If concerns remain unresolved, they should visit the local Rationing Office to lodge a formal complaint.
2. Consumer Helpline: The Maharashtra Consumer Helpline (1800-22-4950) and the National Consumer Helpline (1915) provide assistance in resolving complaints related to rationing and other consumer issues.
3. Online Complaint Portal: Consumers can submit grievances through the Maharashtra Food and Civil Supplies Department’s official website (https://mahafood.gov.in/), ensuring their concerns are documented.
4. Consumer Disputes Redressal Commission: If complaints are not addressed at the local level, individuals can escalate their issues to the District Consumer Disputes Redressal Commission.
5. Anti-Corruption Bureau (ACB): If corruption or bribery is suspected in the ration distribution process, complaints can be lodged with the Maharashtra ACB at 1064.

Ms. Priti Yadav from Jeevan Dhara emphasised the importance of maintaining proper documentation, such as receipts and complaint acknowledgements, to strengthen cases when filing grievances.

Raising Awareness for a Stronger Consumer Movement

Consumer awareness is a crucial aspect of ensuring individuals can demand their rights and hold businesses and service providers accountable. By attending awareness sessions, individuals can:

• Gain knowledge about consumer protection laws and their enforcement.
• Learn how to effectively raise complaints and seek timely redressal.
• Develop confidence to challenge unfair trade practices and take action against fraud.
• Contribute to a stronger consumer rights movement by spreading awareness in their communities.

Sessions like the one conducted at Cotton Green Centre play a vital role in educating and empowering communities, particularly vulnerable groups, to advocate for their rights.

Impact of the Awareness Session

The interactive nature of the session enabled participants to discuss their real-life challenges and receive practical guidance on resolving issues. Many women expressed their determination to take action, whether by filing complaints or spreading awareness among others in their locality.

The session not only provided valuable information but also fostered a sense of collective responsibility in addressing consumer concerns. As more individuals become aware of their rights, they contribute to a fairer and more transparent marketplace.

Building a Fair Consumer Ecosystem

Observing World Consumer Rights Day serves as a reminder that consumer empowerment is an ongoing effort. While laws and policies exist to protect consumers, awareness and proactive action remain key in ensuring their effective implementation.

Through collaborative initiatives, community education, and advocacy, we can create an environment where consumers are informed, businesses operate ethically, and government agencies uphold accountability. Every individual has a role to play in strengthening consumer rights and promoting fair trade practices.

By staying informed and taking action, consumers can make a significant impact in ensuring their rights are respected. Let’s continue working towards a society where consumer justice is upheld, and fairness prevails in all transactions.

For more information on consumer rights and grievance redressal, stay connected with local advocacy groups and consumer helplines.

Empower yourself. Know your rights. Take action!