Samacheer Kalvi 12th Commerce Notes Chapter 18 Grievance Redressal Mechanism

→ Consumers are exploited by the sellers in many ways because they are not aware of the products and services available. Government also taken necessary steps to save the consumers. In this context grievance redressal mechanism becomes important.

→ The consumer protection postulates establishment of consumer protection councils at the District, State, and Central levels for the purpose of spreading consumer awareness. The objects of the councils as per the act, shall be to promote and protect the rights of the consumers.

→ Three-tier courts – District, State and National Commission. Consumer is a broad label for any individuals or households that use goods and services produced within the economy.

→ The first priority of a consumer organization is to accelerate consumer awareness towards the rights.

→ To educate the consumers to help themselves to arrange conference, seminars and workshops and to provide special education to women about consumerism.

→ The first step in filing a consumer complaint is to send a legal notice to the seller or company.
→ Who can make complaint?
→ When the complaints can be made?
→ How to register the complaints?
→ What are the particulars that should be furnished along with the complaint?
→ Relief to the consumers
→ What is the appeal provision?


Students may create “Students Consumer Club”. They may create awareness about the Products and Services. They can motivate the parents about the consumer awareness of the following.

MRP of the Product

MRP product – Maximum Retail Price. It differs from systems using recommended retail price because in those system the price calculated by the manufacture is only a recommendation not enforceable by law. Consumers are often charged illegaly over the MRP.

Expiry of the Product

Expiration dates tell consumers the last day a product is safe to consume. Before date on the other hand tells you that the food is no longer in its perfect shape from that date. It may be just lose its freshness, taste or nutrients, quality from the consumption point of view.

Quality of the Product (ISI, ISO and Agmark, etc.)

Quality of the product – In same what subjective attribute and may be understood differently by different people. Consumers may focus on the specification, quality of a product or service how it compares to competitors in the market place.

Samacheer Kalvi 12th Commerce Notes