Consumer forums conciliation can work wonders: Book

Conciliation proceedings in consumer forums will help settlement of small cases the way fast-track courts do,says a new book.

“Consumer Rights and You: Cases,Corporate Concerns and Handy Tips” by Rajyalakshmi Rao and Nabankur Gupta explains the Consumer Protection Act and makes it accessible for the common man.

The book by Pearson tells consumers how they can claim compensation if they have faced deficient or unfair trade practices or if they have purchased defective goods. It presents real-life cases from various sectors such as medical,insurance,banking,education,housing,public utilities and so on,that have actually been decided by the consumer forums.

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“Consumer forums are going to have in the coming years,conciliation proceedings for small cases which will be decided immediately almost like fast-track courts,” says Rao.

“Consumers don’t approach consumer forum for this misapprehension that it takes a long time. If the consumer files a case with all the relevant documents and approaches,there would be a statutory time that is required to give notice to opposite parties for their reply. It is at that stage all the parties file affidavits to state their stand and the bench hears the matter and decides accordingly,” she says.

According to the former member of National Consumer Disputes Redressal Commission,the reasons for delays in consumer courts are many.

“Complicated cases such as medical negligence,complicated contracts between two parties,such as housing,banking and insurance,can take more time to get all the necessary documents filed. Ignorance of the consumers,usual tactics of lawyers asking for adjournment either because they are too busy or they are not prepared for the case and some states not creating enough consumer forums are other reasons for delays,” Rao said.

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She says consumers should alert the opposite party by writing a registered letter with acknowledgement due giving all the facts of the case and insist on a reply to rectify the problem within a reasonable time like a month or so.

“In this letter it should be made clear that the consumer is aware of his rights and if this is not been rectified,he would approach consumer court. This gets a quick relief to the consumer because,opposite parties also would not like to be dragged to consumer courts which can be expensive to them at the end of it.”

Rao says awareness campaigns are definitely helpful for consumers to be able to assert for their rights and also to know that it is a simple procedure adopted in consumer courts.

“Consumer would then understand that they can write a complaint and also argue themselves. This costs nothing.”