All of us are consumers of goods and services. For the purpose of the Consumer Protection Act, the word "Consumer" has been defined separately for "goods" and "services".

-For the purpose of "goods", a consumer means a person belonging to the following categories:
(i) One who buys or agrees to buy any goods for a consideration which has been paid or promised or partly paid and partly promised or under any system of deferred payment.
(ii) It includes any user of such goods other than the person who actually buys goods and such use is made with the approval of the purchaser.
Note :- A person is not a consumer if he purchases goods for commercial or resale purposes However, the word "commercial" does not include use by consumer of goods bought and used by him exclusively for the purpose of earning his livelihood, by means of self employment.

- For the purpose of "services", a "consumer" means a person belonging to the following categories:
(i) One who hires or avails of any service or services for a consideration which has been paid or promised or partly paid and partly promised or under any system of deferred payment.
(ii).It includes any beneficiary of such service other than the one who actually hires or avails of the service for consideration and such services are availed with the approval of such person.

The following can file a complaint under the Act:-
- A consumer
- Any voluntary consumer organization registered under the Registration of Societies Act,1860 or under the Companies Act,1956 or under any other law for the time being in force.
- The Central Government
- The State Government or Union Territory Administrations.
- One or more consumers on behalf of numerous consumers who are having the same interest
  (Class action complaints)

Under the Consumer Protection Act 1986, a complaint means any allegation in writing made by a complainant in regard to one or more of the following:-
- Any unfair trade practice as defined in the Act or restrictive trade practices like tie-up sales adopted by any trader.
- One or more defects in goods. The goods hazardous to life and safety, when used,are being offered for sale to public in contravention of provisions of any law for the time being in force.
- Deficiencies in services.
- A trader charging excess of price.
  (i) Fixed by or under any law for the time being in force  or
  (ii) Displayed on goods  or
 (iii) Displayed on any packet containing such good.
 (iv) The goods brought by him suffer one or more defects.

- If the cost of goods or services and compensation asked for is up to rupees 20 lakh ,then the complaint can be filed in the District Forum which has been notified by the State Government for the district where the cause of action has arisen or where the opposite party resides. A complaint can also be filed at a place where the branch office of the opposite party is located.
- If the cost of goods or services and compensation asked for is more than rupees 20 lakh , but less than rupees One Crore then the complaint can be filed before the State Commission notified by the State Government or Union Territory Concerned.
- If the cost of goods or services and compensation asked for exceed rupees One Crore then the complaint can be filed before the National Commission at New Delhi.

Procedures for filing complaints and seeking redressal are simple.
Fee for making complaints before Distt. Forum.

- The complainant or his authorized agent can present the complaint in person.
- The complaint can be sent by post to the appropriate Forum / Commission.
- A complaint should contain the following information:-
  (a) The name, description and the address of the complainant.
  (b) The name , description and address of the opposite party or parties, as the case may be, as far as they  can be ascertained.
 (c) The facts relating to complaint and when and where it arose.
 (d) Documents, if any, in support of the allegations contained in the complaint.
 (e) The relief which the complainant is seeking.

- The complaint should be signed by the complainant or his authorized agent.
- The complaint is to be filed within two years from the date on which cause of action has arisen.

Depending on the nature of relief sought by the consumer and facts, the Redressal Forums may give orders for one or more of the following reliefs :-
(a) removal of defects from the goods.
(b) replacement of the goods.
(c) refund of the price paid.
(d) award of compensation for the loss or injury suffered.
(e) removal of defects or deficiencies in the services.
(f) discontinuance of unfair trade practices or restrictive trade practices or direction not to repeat them.
(g) withdrawal of the hazardous goods from being offered to sale; or
(h) award for adequate costs to parties.

- Appeal against the decision of a District Forum can be filed before the State Commission within a period of thirty days. Appeal against the decision of a State Commission can be filed before the National Commission within thirty days. Appeal against the orders of the National Commission can be filed before the Supreme Court within a period of thirty days.
- There is no fee for filing appeal before the State Commission or the National Commission.
- Procedure for filing the appeal is the same as that of complaint, except the application should be accompanied by the orders of the District/State Commission as the case may be and grounds for filing the appeal should be specified

LIST OF VOLUNTARY CONSUMER PROTECTION ORGANISATION

1. Consumer Forum Dharamshala ,Old chary Road , Dharamshala (Kangra ) 176215.
2. The Hamirpur Consumer Protection Sangthan, RKD  Press (Ist Floor) upper Bazar  Hamirpur.
3. Society for development & Environment  Project (Deep) Project Office, Shalah,P.O Mamligh via Kunihar Distt. Solan. Pin:173206
4. Una Grahak Suraksha Samiti, Near Old Hospital, Una H.P,

5. The Aman Upbhokta Sarankshan Sangthan  at village  and P.O. Thathiwani,.Bhoranj, Distt.Hamirpur (H.P.)
6 . The Himachal Pradesh Consumer Protection Group Y.W.C.A. Building , The Mall, Shimla-171001
7 . Zila Upbhokta Sangh ,Kullu  Distt. Kullu.(H.P.)
8 . Sirmour Consumer protection Society, Sansarpur near ITI , Paonta Sahib (H.P.) 173025.
9 . Solan Zila Upbhokta Sanrakshan, AVM  Kalyan Samiti, Hariom Bhawan, sunny side Solan.
10 . Himachal Upbhokta Sanrakshan Parishad, Shimla-1 
                                                                                                                                                 
In  Order to promote a strong and brood based Consumer movement in their country, the Govt. of India is giving three separate National Award annually as under:-
1.Swami Vivekanand National Award for youth .
2.Swami Vivekanand National Award for voluntary consumer organisations. 
3.Swami Vivekanand National Award for women. 
The detail of scheme/award is as follows:-

SWAMI VIVEKANAND NATIONAL AWARD FOR VOLUNTARY CONSUMER ORGANISATION ON CONSUMER PROTECTION

INTRODUCTION
The government accord a high priority to the programme of Consumer Protection.   To Promote a strong and broad based consumer movement in the country particularly at grass root level, the Government encourages formation of voluntary consumer organisations in both urban and rural areas which are willing to generate awareness amongst the consumer about their rights; bringing out new ideas on consumer protection; undertake research   and any other   activity   which directly contributes towards voluntary consumer   movement in the country .  To recognise the efforts made by the voluntary consumer organisation s in this field and to provide them incentive, the Central Government had instituted in the year 1988 a scheme of annual National Award for voluntary consumer organisations for their excellence in consumer protection programme.  The scheme has named after Swami Vivekananda in the year 2000.
Under the scheme, 3 awards in order of merit will be given in the shape of prize money of Rs. 50,000/-, Rs.40,000/- and Rs.30,000/- to first three voluntary consumer organisations.  All the recipients of awards will also  also be given Certificate of Merit.

ELIGIBILITY FOR AWARDS:-
The Voluntary consumer organisations including women organisations applying for the awards must fulfill the following conditions:-
1.It should be a voluntary consumer organisation working for the promotion protection  of consumer interests;
2.It should have legal status.  For this purpose it should be registered under the Societies Registration Act 1860 or any other similar status;
3.It should have been in existence for the cause of consumer protection for at least during the last three years.
4.It should be non-political, non-official and under non-proprietary management;
5.It should not be run for profit for any individual or group of individuals but should serve the general public without distinction of caste, creed, color and religion;
6.It should not have received any grant-in-aid for the same purpose from any other Department/Ministry of the Central Government.
The performance of the voluntary consumer organisations including women group which will apply for this award will be judged from their work in one or more of the following fields:-
·  Innovative approach to solve the problems of consumers;
·  To take up important consumer cause;
·  Putting up special efforts for the redressal of consumer grievances;
·  To undertake research and bring out innovative ideas in the field of consumer protection;
·  Promoting consumer movement particularly in the rural areas by organizing Seminar, publishing of
literature on consumer protection, etc.,
·  By undertaking testing programme relating to equality, quantity, standardisation for various consumer products; 
·  Educating consumers about their rights and how to exercise them; or
·  Any other activity which directly or indirectly contributes towards consumer protection and spreading the message of voluntary consumer movement.
·  There should ne at least 100 members in each VCO.

                                                                                                                                                 
HOW TO APPLY FOR THE AWARD
i) The award will relate to calendar year 2000.
ii) The applicant will submit two copies of the report of its activity to the concerned State. Government/UT Administration. The activity report must contain special  efforts made by the organisation in redressing consumer grievances; promotional and educational activities undertaken  by them, new ideas/approach exhibited by them; important consumer causes taken up, number of members in the consumer causes taken up, number of members in the consumer organisation etc. The report will indicate its activities under clear heads. The report should be in the format endorsed and activities should be supported by documentary proof.
iii) The report should be written in English/Hindi in legible handwriting preferably typed in double space.
iv) The aspirant consumer organisations will give an undertaking that it will abide by the rules and  regulations of  the scheme.
v) The consumer organisation will clearly indicate that it will not have any copyright claim over the report submitted for the purpose of this award and the Government will have right to publish the material forward.

PROCEDURE FOR SELECTION
1. The concerned State Government /UT Administration will verify the activities of the as present consumer organisation. In case State Government finds the work as commendable. It will forwarded one copy of the report submitted by the organisation to Central Government with its recommendations and comments for the purpose of this award.  The State Government can also suo moto make recommendations in case of deserving Voluntary Consumer Organisations whose work is commendable and who fulfill the eligibility conditions, even if an application is not tiled by the concerned person.
2. While assessing the performance of consumer organisation, the State Government/UT administration will give preference to consumer organisation functioning in the rural, Tribal or backward areas. Similar preference should also be given to women consumer organisation . In case of urban based consumer organisations, State Govt./UT administration will particularly see the performance of that particular organization in the rural areas as and its visible impact on the welfare of the consumers.
3 .The selection will be made by a committee comprising of Secretary (Consumer Affairs) in the Central Government. Other members will be representative of Planning Commission. Ministry of Finance,(Department of Expenditure) Department of Rural Areas & Employment and an active consumer activist who has done outstanding work in the field of consumer protection to be nominated by the Ministry of Consumer Affairs, Food & Public Distribution ,Department of Consumers Affairs every year. Such representation should not belong to the organization which is an aspirant for award for that particular year. Additional Secretary in-Charge of consumer protection will be Member Secretary.
4 .The recommendations of the Committee will be submitted to Minister in charge of Ministry of Consumer Affairs, Food & Public Distribution for approval/consideration.
5 .Central Government reserves the right not to give any award in a year when no Consumer organization is found eligible for this purpose.

PROFORMA FOR STATE/UT FOR EXAMINING SWAMI VIVEKANANDA NATIONAL AWARD FOR VOLUNTARY CONSUMER ORGANISATIONS ON CONSUMER PROTECTION.

(Name of the State/UT:_______________________) 

1.Year to which award relates........2005

2.Name & Address of the Organisation

3.Whether the organization is registered
(attested copy of the registration certificate
 should be enclosed)?

4.Whether it has been in existence for the last 3 year?

5.Whether it has received any grant  from the 
Central/State Government for the same purpose?

6.Whether it has given both the undertakings as 
specified in the scheme of award {see(iv)&(v) 
under the heading “How to apply for the award”} ?

7.Area of operation of the organisation. Tribal/Backward/Rural/Urban/Semi-urban/Metropolitan.

8.Has the report of the activities of the organisation
 on consumer protection for the year 2005 been enclosed?

9.Whether activities of the organisation in 2005 have
 been verified by the State Government?

10.Impact of the activities of the organisation on consumer
 movement as observed by the State Administration.

11.Whether one copy of the report is enclosed for perusal 
of the Central Government?

12.Recommendation of the State Government.

                                                         

                                                                                               SIGNATURE OF THE  SECRETARY
                                                                                                                     INCHARGE OF CONSUMER AFFAIRS
                                                                                                                     GOVERNMENT OF …………………
                                                                                                                                                 

(SYNOPSIS OF ACTIVITY REPORT)
(TO BE FILLED BY THE APPLICANT)
Swami Vivekanand National Award For Voluntary Consumer ProtectionFOR 2000

1.Name of the State/UT

2.Name and Address of the organisation

3.Whether the organisation is registered and
working in the field of consumer protection. For
 more than 3 years(Please also enclose a copy 
of Registration Certificate).

4.Area of operation.                                    Tribal/Backward/Rural/Urban/Semi-Urban/Metropolitan.

5.Total No. of Members in the organisation. Male: _________Female: ________
Whether exclusively consisting of women?   Student:_____________

6.Whether in receipt of grant –in aid from State/Central 
Government? If so, for what activities?

7.Detail of Consumer Protection undertaken during 
2005(refer to eligibility criteria):

8.Whether the organisation  received any appreciation
certificate/award from the State/UT for the same purpose?

9.Explain the details of:-
(a) Important consumer causes taken up 
during 2005, in brief:                                                     
(i)                                                                       
(ii)
(iii)
(iv)
(v)

b) Promotional and educational activities 
undertaken especially in rural areas during 2005
(i)  No. of Rural meetings organized
(ii)  No. of seminars organised in rural areas.(enclose copies of Minutes )
(iii) No. of exhibitions organized
(iv) No. of booklets published (enclose copies)
(v)  No. of training programmes  organised.
(vi) Details of Newsletter/ Magazine brought out (enclose copies)
(vii) No. of training /seminars attended.

(c) Redressal of Grievances                       (Annexures may be added to support the activity).
(i)   No. of cases solved through own efforts.
(ii)  No. of cases filed in DF.
(iii)  No. of cases filed in SC.
(iv)  No. of cases filed in NC.
(v)   No. of cases won (copies of judgment enclosed)
(vi)  No. of cases counseling given(enclose details)

10.Enclose a brief summary of all the consumer 
protection activities undertaken in the year 2005
(Not exceeding one page).

11.General remarks, if any

                                                  
                                                                                                    (Signature of the applicant) 

Place:_______________

Dated:_______________

                                                                                                                                                 

SWAMI VIVEKANANDA  NATIONAL AWARD FOR WOMEN ON CONSUMER PROTECTION

Government   accords a high priority to the programmes of consumer protection and is keen to promote a strong and broad based consumer movement in the country particularly at grass root level. Cognizant of the manifold problems of the consumers, the Government has enacted a comprehensive consumer protection legislation namely the Consumer Protection Act,1986 which aims at providing simple, speedy and inexpensive redressal to the consumer grievances. However, to promote a strong consumer movement in the country, sections of the society particularly the women have to contribute. To recognize the outstanding efforts made by the women in this field and to encourage them, to come forward and take up such activities in large numbers, the Government had instituted in the year 1993 a scheme of annual National Awards for Women on Consumer protection. The Scheme has been renamed after Swami Vivekananda in the year 2000.
Under the scheme, 3 awards will be given in the shape of prize money of Rs.20,000/-,Rs.15,000/- and Rs.10,000/-. The recipients of the award will also be given Certificate of Merit.

ELIGIBILITY OF THE AWARD:
All the women who have done out standing work for consumer protection would be eligible for this award. There will be no age limit. The performance will be judged from their work in one or more of the following fields:
(i)  taking up important consumer causes;
(ii)  putting in special efforts for redressal of consumer grievances;
(iii) bringing out new ideas for consumer protection and safety from health hazards;
(iv) promoting consumer movement, particularly in smaller towns and rural areas through exhibitions, seminar, demonstrations etc.;
(v) undertaking  consumer research or investigation into specific consumer problems;
(vi) taking up any other activity which directly or indirectly contributes towards consumer protection and spreading the message of voluntary consumer movement.

HOW TO APPLY FOR THE AWARD
(i)  The award will relate to calendar year 2005.
(ii) The aspirant will submit two copies of the report of her activity to the concerned State Government/UT Administration. The activity report must contain special  efforts made by the applicants in redressing consumer grievances; promotional and educational activities undertaken by them, new ideas/approach exhibited by them; important consumer causes taken up, etc. The report will indicate the activities under clear heads and will also include her brief bio-data. The report should be in the format enclosed and the activities should be supported by documentary proof.
(iii) The report should be written in English/Hindi in legible handwriting preferably typed in double space.
(iv) The aspirant will give an undertaking that she will abide by the rules and regulations of the scheme.
(v) She will clearly indicate that she will not have any copy right claim over the publication submitted by her for the purpose of this award and the Government  will have right to publish the same or part of the report.

PROCEDURE FOR SELECTION
(i)The concerned State Government/UT Administration will verify the activities and in case the State Government finds the work commendable, it will forward the one copy of the report submitted to the Central Government along with its recommendations and comments. The State Government can also suo moto make recommendations in case of deserving persons whose work is commendable and who fulfill the edibility conditions, even if an application is not filed by the concerned person.
(ii) While assessing the performance of the aspirants, the State Government will particularly see the impact of the performance on welfare of large sections of consumers.

(iii) The selection will be made by a committee comprising of Secretary (Consumer Affairs), Additional Secretary in-charge of consumer protection and an eminent  person who has done outstanding work in the field of consumer protection to be nominated by the Ministry of Consumer Affairs, Food & Public Distribution, Department of Consumer Affairs. The recommendations of the Committee will be approved by Ministry of Consumer Affairs, Food & Public Distribution.
(iv)   Central Government reserves the right not to give any award in a year when no one is found eligible for this purpose.  
                                                                                                                                                 

PROFORMA FOR STATE/UT FOR EXAMINING SWAMI VIVEKANANDA NATIONAL AWARD FOR WOMEN ON CONSUMER PROTECTION.

(Name of the State/UT:_______________________)

1.Year to which award relates.....2005

2.Name & Address of the Applicant nominated.

3.Date of Birth and age as on 31.12.2005.

4.Whether the applicant is an office bearer/member
 in voluntary consumer organisarion, if so, details thereof ? 

5.Whether involved in Consumer Protection activities
during the last three years ? If yes, details thereof.

6.Whether she has received any appreciation certificate/award
 from the State/UT  for the same purpose?

7.Whether  both the undertakings as specified in the scheme
of award {see(iv)&(v) under the heading “How to apply for 
the award”} ? have given?

8.Area of operation.                              Tribal/Backward/Rural/Urban/Semi-urban/Metropolitan.

9.Activities in the field of consumer protection for 
the year 2005 to which the award relates.

10.Whether activities have been verified by the 
State Government?

11.Impact of the activities  on consumer movement 
as observed by the State Administration.

12.Whether one copy of the activity report is enclosed?

13.Recommendation of the State Government.

SIGNATURE OF THE  SECRETARY
 INCHARGE OF CONSUMER AFFAIRS
GOVERNMENT OF…...................

                                                                                                                                         

(SYNOPSIS OF ACTIVITY REPORT)
(TO BE FILLED BY THE APPLICANT)
 Swami Vivekanand National Award For Women on Consumer Protection

Name of the State/UT________________________

1.Year of which award relates..........2005

2.Name and Address of the applicant

3.Date of Birth as on 31.12.2005.

4.Whether the applicant is an office bearer/
member if any, voluntary consumer organisation, 
if so, detail thereof.

5.Whether involved in consume protection activities
during the last three years, if yes, details thereto.

6.Whether she has   received any appreciation certificate
/award from the State/UT for the same purpose?

7.Whether  both the undertakings as specified in the scheme
of awards{see(v)& (vi) under the heading “How  to apply for
the award have been given? 

8.Area of operation                                   Tribal/Backward/Rural/Urban/Semi-Urban/Metropolitan

9.Activities in the field of consumer protection during
 2005 to which the award relates.
(a) Important consumer causes taken up 
during 2005 in brief.
(b) Promotional and educational activities 
undertaken especially in rural areas during 2005
(i) No. of Rural meetings organized
(ii) No. of seminars organised in rural areas.(enclose copies of Minutes )
(iii) No. of exhibitions organized
(iv) No. of booklets published (enclose copies)
(v) No. of training programmes  organised.
(vi) Details of Newsletter/ Magazine brought out (enclose copies)
(vii) No. of training /seminars attended.

(c) Redressal of Grievances 
(i)  No. of cases solved through own efforts.
(ii) No. of cases filed in DF.
(iii) No. of cases filed in SC.
(iv) No. of cases filed in NC.
(v) No. of cases won (copies of judgment enclosed)
(v) No. of cases counseling given(enclose details)

10.Enclose a brief summary of all the consumer protection
activities undertaken in the year 2005(Not exceeding one page).

11.General remarks, if any

                                                                                                    (Signature of the applicant) 

Place:_______________

Dated:_______________

SWAMI VIVEKANANDA NATIONAL AWARD FOR YOUTH ON CONSUMER PROTECTION

Government accords a high priority to the programme of consumer protection and is keen to promote a strong and broad based consumer movement in the country particularly at grass root level. Cognizant of the manifold problems of the consumers, the Government has enacted a comprehensive consumer protection legislation namely the Consumer Protection Act,1986 which aims at providing simple, speedy and inexpensive redressal to the consumer grievances. However, to promote a strong consumer movement in the country, sections of the society particularly the youth and the women have to contribute to this cause . To recognize the outstanding efforts made by the youth and the women in this field and to provide them the incentive and encouragement, the Government had instituted a scheme of annual National Awards for Youth on Consumer Protection in 1987.  This Scheme has been renamed after “Swami Vivekananda” in the year 2000.
Under the scheme, 3 awards will be given in the shape of prize money of Rs.20,000/-,Rs.15,000/- and Rs.10,000/-. The recipients of the award will also be given Certificate of Merit.

ELIGIBILITY OF THE AWARD:
All the youth including women in the age group of 15-35 year who have done outstanding work for consumer protection would be eligible for this award. There will be no age limit. The performance of the youth who will apply for this award will be judged from their outstanding work in one or more of the following fields:
(i) taking up important consumer causes;
(ii) putting in special efforts for redressal of consumer grievances;
(iii) bringing out new ideas for consumer protection and safety from health hazards;
(iv) promoting consumer movement, particularly in smaller towns and rural areas through
exhibitions, seminar, demonstrations etc.;
(v) undertaking consumer research or investigation into specific consumer problems;
(vi) taking up any other activity which directly or indirectly contributes towards consumer protection and spreading the message of voluntary consumer movement.

HOW TO APPLY FOR THE AWARD
(i) The award will relate to calendar year 2005.
(ii) The aspirant will submit two copies of the report of his/her activity to the concerned State Government/UT Administration. The activity report must contain special efforts made by the them in redressing consumer grievances; promotional and educational activities undertaken by them, new ideas/approach exhibited by them; important consumer causes taken up, etc. The report will indicate the activities under clear heads and will also include their brief bio-data. The report should be in the format enclosed and the activities should be supported by documentary proof.
(iii) The report should be written in English/Hindi in legible handwriting preferably typed in double space.
(iv) The aspirant will give an undertaking that she will abide by the rules and regulations of the scheme.
(v) He or she will clearly indicate that she will not have any copy right claim over the publication submitted by him or her for the purpose of this award and the Government will have right to publish the same or part of the report. 
                                                                                                                                                 

PROCEDURE FOR SELECTION

(i) The concerned State Government/UT Administration will verify the activities and in case the State Government finds the work commendable, it will forward the one copy of the report submitted to the Central Government along with its recommendations and comments. The State Government can also suo moto make recommendations in case of deserving persons whose work is commendable and who fulfill the edibility conditions, even if an application is not filed by the concerned person.

(ii) The recommendations and comments of the State Government along with report of the activities should reach the Central Government latest by 31^st July,2001.
(iii) The selection will be made by a committee comprising of Secretary (Consumer Affairs), Additional Secretary in-charge of consumer protection and an eminent  person who has done outstanding work in the field of consumer protection to be nominated by the Ministry of Consumer Affairs, Food & Public Distribution, Department of Consumer Affairs. The recommendations of the Committee will be approved by Ministry of Consumer Affairs, Food & Public Distribution.
(iv) Central Government reserves the right not to give any award in a year when no one is found eligible for this purpose.

PROFORMA FOR STATE/UT FOR EXAMINING SWAMI VIVEKANANDA NATIONAL AWARD FOR YOUTH  ON CONSUMER PROTECTION.

(Name of the State/UT:_______________________)

1.Year to which award relates.........2005

2.Name & Address of the
Applicant nominated.

3.Date of birth and age as on 31.12.2005.

4.Whether the applicant is an office bearer/member
in voluntary consumer organization  if so, details thereof?

5.Whether involved in Consumer activities during
the last 3 year? If yes, details thereof.

6.Whether applicant has received any appreciation
certificate/award from  the State/UT  for the same purpose?

7.Whether both the undertakings as specified in the
scheme of award {see(iv)&(v) under the heading 
“How to apply for the award”} have been given?

8. Area of operation .                          Tribal/Backward/Rural/Urban/Semi-urban/Metropolitan.

9.Activities in the field of  consumer protection during 
the year 2005 to which the award relates.

10.Whether activities of the organisation in 2005 have
 been verified by the State Government? 

11.Impact of the activities on consumer movement as 
observed by the State Administration.

12.Whether one copy of the activity report  is enclosed?

13.Recommendation of the State Government.



                                                                                                                        SIGNATURE OF THE  SECRETARY
                                                                                                                        INCHARGE OF CONSUMER AFFAIRS
                                                                                                                        GOVERNMENT OF …………………..

                                                                                                                                                 

(SYNOPSIS OF ACTIVITY REPORT)
(TO BE FILLED BY THE APPLICANT) 

Swami Vivekanand National Award For Youth on Consumer Protection

1.Name of the State/UT

2.Name and Address of the applicant.

3.Age(as on 31.12.2005)

4.Organisation for which he/she is working, if any.

5.Whether  involved in consumer protection 
activities during the last 3 years ?If yes, detail thereof.

6.Area of operation                                      Tribal/Backward/Rural/Urban/Semi-Urban/Metropolitan.

7. Activities in the  field of Consumer protection  during
2000 to which the  award relates.
(a) Important Consumer causes taken up during
2000  in brief.
(i)
(ii)
(iii)
(iv)
(v)

b) Promotional and educational
activities undertaken especially in rural areas during 2005
(i) No. of Rural meetings organized
(ii) No. of seminars organised in rural areas.(enclose copies of Minutes )
(iii) No. of exhibitions organized
(iv) No. of booklets published (enclose copies)
(v) No. of training programmes  organised.
(vi) Details of Newsletter/ Magazine brought out (enclose copies)
(vii) No. of training /seminars attended.

(c) Redressal of Grievances 
(i)  No. of cases solved through own efforts.
(ii) No. of cases filed in DF.
(iii) No. of cases filed in SC.
(iv) No. of cases filed in NC.
(v) No. of cases won (copies of judgment enclosed)
(vi)No. of cases counseling given(enclose details)
(d) Any other activity undertaken.

8.Enclose a brief summary of all the consumer protection
activities undertaken in the year 2000(Not exceeding one page).

9.Whether a copy of the bio-data have been  enclosed ?           Yes or No

                                                                                                                                     (Signature of the applicant) 

Place:_______________

Dated:_______________ 
                                                                                                                                                 

5. The Government of India  has also introduced four prizes for eminent  Hindi Authors who have been associated with the consumer affairs activities. These awards are to be given by annually  and the prize amount of these awards has been kept as under:-

                                      1st Prize     =    15,000/-
                                      2nd Prize    =    10,000/-
                                      3rd Prize     =     7,000/-
                                      4^th Prize     =      5,000/-

To gear up the consumer awareness movement more effectively the Government of India has proposed to set up a multi-functional Consumer Information Centres in each Distt. Of every State and Union Territory through the Zila Parishad or Voluntary Consumer Organisation of the repute. The Broad  guidelines to set-up a Consumer Information Centre is as follows:-  

Proposal to set up District Consumer Information Centre (DCIC)

1.Despite the enactment of the Consumer Protection Act, 1986, awareness among a large section of people, the rights of the consumers and how to protect those rights etc. still remains unknown to many due to inadequate spread of Knowledge/information. To spread this awareness the Government in 1992 created Consumer Welfare Fund, to promote and protect consumer welfare by amending the Central Excise and Salt Act,1944 wherein money refundable to manufacturers which could not be refunded due to lack of identity, being credited.
2.The Deptt of Consumer Affairs had earlier circulated a scheme of financial assistance for setting up of the Consumer Information Centres to be provided from the Consumer Welfare Fund. All States and Union Territories were requested to sponsor applications. The scheme is open to State Governments/agencies and VCOs of repute. A total of Rs. 4 lakhs is to be granted for setting up the each CIC out of which Rs. 2.35 Lakhs is in the form of non-recurring expenditure and Rs 1.65 lakhs  is in the form of recurring expenditure. The non-recurring part is to be released immediately on sanction and the recurring part is to be released in a phased manner spread over five years. Each CIC is to function as information, resource and guidance centre and as a testing centre. The agency which is to run the CIC is to be self-supporting in this activity after five years and to continue on its own thereafter.
3. The existing Scheme of CIC was decided in the 14^th meeting of the Standing Committee in 1996 and all the State Governments were subsequently requested to identify  one or two VCOs of repute capable of running such centres with initial capital support. The response from the State Governments/VCOs has been rather limited. It has been observed that many of the VCOs are not in a position to self-sustain the scheme after the initial grant support ceases not many VCOs have the capacity and resources to run a multipurpose CIC.It has now been felt that the Panchayati Raj institutions should be actively involved in implementing the scheme in addition to supporting capable VCOs, as before, wherever they exist. It is felt that unless each district in the country have at least one CIC geared to meeting the consumer requirements for awareness generation consumer protection related activities would continue to have negligible impact on the ground, despite enactment being on the Statute books since 1986 and absence of funds constraints.
4. The reasons for suggesting inclusion of the role of Zila Parishads over and above capable VCOs are as follows:-
(i) Zila Parishads are constitutional entities created for devolution of powers to the local levels for greater decentralisation in decision making and implementation.
(ii) Being elected and statutory bodies they are not part of the State Government.
(iii) They have considerable resources, in terms of money, infrastructure and manpower. Hence even after the grant from the centre ceases, the Zila Parishads may not face any problem in continuing with the scheme.
(iv) Any fund given to Zila Parishad is subject to the discipline of audit and accountability as per rules prescribed.
(v) The Zila Parishads are governed by the elected representatives of people who have grass-root level knowledge and are therefore, capable to spread awareness to make the consumer movement a mass movement.
5. To cover all the Districts through the Zila Parishads in five phases, with 115 districts in each phase (113 in last phase), it is proposed to give a total financial assistance of Rs. 5 lakhs as one time grant, part of which would be for non-recurring expenses and part a recurring component as indicated in Annexure-I. Adequate space for proper functioning of the Centres to be provided by Zila Parishads free of charge. Annual budget of the centre to be vetted by CEO of Zila Parishad and any excess expenditure is to be borne by Zila Parishad. The expenditure sanctions to be vetted by CEO Zila Parishad The expenditure sanctions to be vetted by CEO Zila Parishad
                                                                                                                                                 
The fund will be disbursed in phased manner covering 3 years with Rs. 2.5. Lakhs in the first year , Rs. 1.75 lakhs in second year and Rs. 75,000/- in the third year. The second and the third annual installment  will be given subject to the review by the monitoring committee and CIC having demonstrated satisfactory performance. The willing Zila Parishad are to give undertaking for continue funding of the DCIC beyond the limit of the grant if  and when required. The State Government  will be approached by Deptt. Of Consumer Affairs to ascertain the willingness of Zila Parishad and subject to their giving undertaking to State Govts., the Specific Sanctions would be issued.
6. Functions of DCIC
·     To disseminate information on all aspects of consumer protection i.e. legal, administrative, information regarding consumer courts and their procedures, information relating to consumer organisations in the area, anti-poverty programmes, various governmental schemes on employment etc.The DCIC will be responsible for disseminating such information not only to the direct users in the  centre but to all local bodies below the Zila Parishad level.
·     To liaise with the Distt. Weights & Measures authorities/Laboratories in handling issues relating to quality, weights , adulteration etc.   Wherever Governmental Laboratories are not available DCIC will liaise with private testing laboratories  , if available to use their facility on the basis of payment of fee. 
·     To maintain close interaction with Distt. Civil Supplies   Organisation.
·     To develop a Data base of the  VCOs  in the region and  consumer related information such as relating to fair price shops , availability of essential commodities etc.
·     To organise all important functions relating to consumer awareness generation such as World Consumer Day and to interact with the student community in the school in the Zila Parishad region . 
·     To have access to nicnet/internet by which information relating to all Governmental schemes and programmes etc. could be obtained and disseminated (as and when funding for such computer facility is given by the deptt. Of Consumer Affairs ) 
·     To prepare annual calendar of activities in advance and seek the approval of the Zila Parishad.
·     To disseminate all information regarding legal services authority who provide full range of legal service free of cost and maintain liaison.  
                                                                                                                                                 

FUNDING PATTERN OF THE SCHEME  

7. The total fund requirement of the scheme , if implemented in all the 573 Distts.>  of the country included in all the states and Union Territories, would work out to Rs. 28.65 crores (@ Rs. 5.00 lakhs per centre ). The yearly out flow covering seven years will be as per the disbursement   schedule given in annexure –1 . However , it is not   being suggested to be implemented in all the distts. at one time because it is felt that if the scheme is implemented in phases and all the distts. are covered gradually , it would facilitate proper review and gaining of experience of different centres.  This would also facilitate mid-phase correction and improvement .  It would provide opportunities for mid-phase corrections and improvements of the scheme.     It is proposed to implement the scheme in five phases and in each phase 20% of the districts from each State/Uts are to be taken up at a time. Year wise expenditure flow are projected below :- 

                                                                                                                                                 
Monitoring of the Scheme/DCIC

8. A monitoring committee will be setup by the Zila Parishad to ensure the smooth functioning of the centre . The committee will consists of the following :-
(i)   A nominee of the President of the Zila Parishad (from amongst the elected members of Zila Parishad ).
(ii)  A nominee of the District Civil Supplies Officer (not below the rank of Assistant Civil Supply Officer).
(iii)  A representative of  a Local VCO functioning in the district, to be nominated by the Distt. Collector . 
The Monitoring Committee will meet at least twice a year to review the over all performance of the DCIC with reference to the calendar of activities and place their review report before the President of the Zila Parishad.

The accounts of the DCIC will be audited in the same manner and by the same organisation as the accounts of the Zila Parishad are audited. Duly certified annual utilisation certificate has to be sent by the Zila Parishad to the Deptt.. Of Consumer Affairs within 18 months from the date of release of funds. The department of Consumer Affairs will review the functioning of the scheme/centres in various states from time to time when meeting are held  in connection with the monitoring of prizes, availability of essential commodities etc. associating state Govts. The State Government  and the Deptt. Of Consumer Affairs would also take appropriate steps such as periodic visit by officials, evaluation, studies etc. in monitoring and evaluating the project/scheme.

CITIZEN'S CHARTER

Click Here to get  CITIZEN'S CHARTER in Hindi

The Targeted Public Distribution System (TPDS) functioning through a net work of fair price shops/ration shops, aims, primarily at supplementing supplies of foodgrains to the consumers particularly the vulnerable sections of the society, at reasonable prices and recognized food security as a basic right.The Targeted Public Distribution System further accepts a special responsibility for ensuring subsidized foodgrains to the Below Poverty Line (BPL) families.
The Government of Himachal Pradesh therefore, attaches the greatest importance to this programme and accordingly the Department of Food and Supplies, Himachal Pradesh will take all possible steps to implement the Targeted Public Distribution System and its constituent TPDS to the best advantage of the beneficiaries.

The essential components of the Targeted Public Distribution System are :- 
1.Issue of appropriate ration cards to the public.
2.Making available adequate quantities of the specified essential commodities of appropriate quantity in fair price shops (FPSs) and ensuring that the ration card holders and the beneficiaries get a fair deal at such Fair price shops in terms of timely availability, quality, quantity, weighment, periodicity of supplies, courtesy in behavior etc.
3. Establishing an effective monitoring machinery alongwith an efficient and effective grievance redressal system.

1.This charter is a commitment of the department of Food, Civil Supplies and Consumer Affairs of the Government of Himachal Pradesh to effectively implement various aspects relating to the above components through a series of measures, such as setting standards and time limits and through involvement of the beneficiaries in ensuring maximum Transparency and Accountability.
2.This charter also recognises the right of the Citizens for relevant information relating to the Targeted Public Distribution System to enable them to participate effectively in ensuring accountability and transparency at all levels and to ensure that TPDS fulfils its important social purpose.
    i) The acknowledgement slip will indicate the date on the which the ration card can be collected in case all information as required have been correctly given and it has been possible for the authorities to do the required verification and complete the various formalities.

   ii) In case the ration card is not ready for collection on the date as specified in the acknowledgement slip the reasons for the delay and the likely date by which the card will be available, will also be invariably intimated.

Ration Cards

1.
-Every adult and child member of a family or an individual residing in the State will be entitled for a ration card under the rules as prevalent from time to time.
-The rules prescribing eligibility and procedure for issue of ration cards will be widely published and made available to any citizen on demand.
-Simple application forms in Hindi will be available at District Food and Supplies Controller/Inspector Food and   Supplies office for being filled by the applicants for ration cards.
-Special arrangements are available at District Food and Supplies Controller Office and Area Inspector Food and Supplies to help the applicants to fill up  the forms properly and to explain the procedure followed before ration cards are issued in their favor.
-Every application for ration card will be duly acknowledged on the spot and given a suitable registration number.
-The acknowledgement slip will indicate the date on the which the ration card can be collected in case all information as required have been correctly given and it has been possible for the authorities to do the required verification and complete the various formalities.   
-In case the ration card is not ready for collection on the date as specified in the acknowledgement slip the reasons for the delay and the likely date by which the card will be available, will also be invariably intimated
-All ration card holders will be suitably advised and given appropriate guidance regarding the fair price shop at which they could register their cards for obtaining supplies. Any difficulty faced by the card holders in this regard will be resolved within two days by deputing appropriate inspecting officials to the fair price shop under intimation to the card holder.
-All staff and officials having public contact in connection with the issue of ration cards will bear name badges and will attend to the needs of the public courteously and promptly.
-All staff and officials having public contact in connection with the issue of ration cards will bear name badges and will attend to the needs of the public courteously and promptly.
-The names of officials, their designation, telephone numbers and addresses to whom grievances/complaints relating to delay or rejection of application for ration cards could be addressed, will be prominently displayed at the concerned office premises.
-All grievances/complaints and other correspondence will be duly registered and acknowledged on the spot across the counter or within 7 days by post.
-Final replies to such grievances/complaints etc., will be issued within 30 days.
-Where-ever possible computerized information system will be introduced to ensure efficient and effective pursuit and disposal of grievances and complaints.
-Stringent steps would be taken to ensure detection of bogus and unauthorized ration cards through a system of effective surprise checks.
-The criteria for identifying those below the poverty line to be covered by TPDS will be transparent and widely publicized.
-Complaints/grievances regarding inclusion or non-inclusion in the Below Poverty Line target group will be dealt with by bodies like the Gram Panchayat or an official nominated specifically for the purpose, the details regarding which will be prominently displayed in all concerned offices.
-Special cards or a different identifiable color will be issued for those below the Poverty Level, which would entitle them to obtain the essential commodities at special subsidized rates.
-Additions/deletions of family members, change in address, transfer of ration cards etc., will be attended to by the authorities concerned within specified time limit as indicated below:-

Sr.No	Item of Work	Time Limit	Authority Concerned
1.	Inclusion / deletion of family members	i) Same day on presentation f card with required proof   ii)Within 7 days if physical verification is necessary (for additions)	Area Rationing Office.
2.	Change in address within jurisdiction of same fair price shop	Same day	---DO--
3	Change in address involving change of fair price shop	Within one week.	---DO--
4.	Issue of surrender certificate on transfer of family to another city.	Same day.	---DO--
5.	Issue of fresh ration cards on production of surrender certificate within the same State.	Within seven days.	---DO--
6.	Issue of fresh ration card on production of surrender certificate from another State.	Within fifteen days.	---DO--

1.A Fair Price Shop is generally opened for about 400 ration cards and a kerosene oil depot for 400 ration cards, vacancies, if any, for opening such fair price shop and the guidelines for the same will be given wide publicity.  All applications for opening such fair price shops will be acknowledged and a decision conveyed within 15 days.
2.The various essential commodities that will be available for sale to the Public through the fair price shop and the entitlement of the card holders for these commodities will be as follows which is subject to revision from time to time by the Govt. :--

a) Targeted Public Distribution System:

Note:- Intimation regarding enhanced supply of any of the items during festival seasons etc. will be given wide publicity.

3.The Fair Price Shop will exhibit prominently relevant information such as Name of the Owner, Fair Price Shop No. and other Registration details, shop timings including weekly holidays, list of essential commodities, entitlements of card holders registered with the shop etc., in a Display Board in a standard format as indicated in Annexure I.
Note: The special subsidized prices for those Below the Poverty Line level will be displayed prominently and separately.

4.The Fair Price Shop shall also display prominently in sealed transparent containers or plastic bags, samples of approved quality of the various essential commodities to enable proper comparison of the quality actually sold, with the quality of the sealed sample.
5.It shall be the responsibility of the concerned District Food and Supplies Controller/ Inspector Food and Supplies to ensure that adequate quantity of essential commodities as listed and of appropriate quantity are made available at prescribed intervals, at the fair price shop.
6.The beneficiaries would be entitled to draw samples of the commodities sold and get them sealed in the presence of the fair price shop owner and/or other witnesses, for purposes of lodging complaints regarding the quality of commodities sold at the fair price shop.
7.The name(s) of officials, their telephone number, designation and addresses to whom complaints in regard to quality etc., and the functioning of the fair price shop can be made by the  public, will be prominently displayed at the fair price shop.
8.Suitable surprise checks would be conducted of the records maintained by the fair price shop to prevent hoarding and other malpractices including issue of ration articles on bogus cards.

1.The consumers attached to the fair price shop will be entitled to inspect the following registers:-  
   -Stock register showing allocation to the shop from time to time.
   -Sales Register, showing quantities sold to the ration card holders.
   -The ration card register showing the details of the ration cards registered at the fair price shop. 
   -The names, designation , telephone number and address of the official to whom  
    discrepancies/irregularities if any in the above records may be brought to the notice will be prominently  
    displayed in all fair price shops.
2.An effective and efficient inspection mechanism will be set up by the Department of Food, Civil Supplies and Consumer Affairs Department to check not only according to the prescribed schedule but also through surprise visits, the quality and quantity of the essential commodities supplied through the fair price shop, as also its smooth functioning in terms of the opening and closing times of the fair price shop, display of requisite information and samples besides the
3.General behavior of the fair price shop owner and its worker with the beneficiaries.
The fair price shop will display prominently the procedure for lodging complaints alongwith the names, telephone numbers and addresses of the official concerned regarding the quality and quantity of ration, their availability as also other problems if any faced by the beneficiaries.
4.Wide publicity will be given to the allocations of various commodities to the District, Taluks and fair price shop and the Municipal and Panchayat authorities concerned will be kept informed of the allocations made and quantities actually distributed every month.
5.Appropriate training and orientation programme would be organized to motivate the staff engaged in implementation of TPDS and to ensure their observing these Charter Principles, suitable incentives will be considered for rewarding good work while ensuring that lapses, if any, are dealt with firmly.

Appropriate Vigilance Committees will be constituted at various levels to review all aspects of the functioning of the scheme periodically as follows:-
-Fair Price Shop level or Zonal/Area Committee/Sub- Divisional Level Committee should be formed by adding beneficiaries consumers from APL ,BPL, Antyodaya Anna Yojna & Annapurna beneficiaries.  Similarly District level committee should also be formed and the beneficiaries members as well as voluntary organizations member should be included in the committees.
-This will comprise of five or six selected card holders attached to the fair price shops (who will be replaced every 6 months) , social workers of the area, particularly those representing Women’s Organizations and one or two officials of appropriate level of the Zonal/Area level officers concerned with the TPDS and will function under a well known personality of the area or a representative to be nominated by any well established consumer organization of the area, (to be rotated once a year).  The Area Committee will cover 10 to 20 fair price shop of the area and report to the District Food & Supplies Controller about the functioning of the fair price shop and related problems.  
 -DISTRICT LEVEL COMMITTEE: This will comprise of about 10 members drawn from amongst the beneficiary groups Social/ Consumer Organizations, peoples’ elected representatives, be presided over by the District Collector.
-STATE/ UT  LEVEL COMMITTEE:
This will consist of concerned senior level officials of the Govt. members of Parliament/ Member of Legislative Assemblies, Representatives of well established Consumers Organisations/ well known consumer activists, Youth and Women's’ Organisations and one or two journalists of reputes. The Committee will function under the Chairmanship of (the Chief Minister or) the Minister-in- Charge of Food and Civil Supplies and review quarterly various aspects relating to overall functioning and efficacy of the Scheme.
7.All the above Committees will review the position relating to grievance/ complaint redressal in their respective areas  and look into any pending cases and also suggest implementation of various remedial measures for solving recurring problems and procedural and other shortcomings.
Note:This may vary from state to state who may set up suitably structured mechanism for such Vigilance Committees at different levels.

In return, the Government of Himachal Pradesh expects the citizens:
--Not to misuse the facilities and indulge in or encourage any mal-practice--
--Report promptly to the authorities concerned any instance of irregularity or other malpractices--
--Give suggestions, if any for the improvement of this Charter to the Committee at the appropriate level--