Narrator: We would like to take you all on a journey to understand each and every

consumer right under this act with the use of a small skit, we will like to call it
‘Act out the Act’.

Our central character here is Rahul, an MBA Student residing in Mumbai. Rahul loves to
party, is a huge movie and TV buff and likes to shop for himself regularly. He has just got a
Diwali break for one week and decided to buy a new mobile for himself.

Right to Safety
Scene 1

Rahul – ‘Hey, I would like to buy the new mobile phone. I am a Samsung loyalist so kindly
show me the Galaxy series’

SK – ‘Sure. Why don’t you try the new Samsung Galaxy Note 7? Its got octa core processor,
8GB Ram and a smooth camera which will help you capture all the moments in your life’

Rahul – ‘Sounds good to me. Does it come with a warranty?’

SK – ‘Yes, there is a 1 year warranty by Samsung on everything. Except physical damage and
normal wear and tear’

Rahul – ‘That’s perfect. I would like to buy this phone right away. Can’t wait to show it off to
everyone’
SK – ‘Yes sir, why not? I hope you have a BLAST! :p’

Scene Cuts

PS: Well, it seems Rahul did have a blast. Just not the one he expected. The phone started to
overheat after a 2 day usage and then the next day while it was being charged, it suddenly
caught fire. Rahul approached the Samsung store to report this

Scene 1 continues
Rahul (angrily storms in) – ‘What sort of mobile phone have you sold me? The thing caught
fire after 2 days without me doing anything?’

PA – ‘Sir, I think it could have been some sort of carelessness from your side. Galaxy phones
are safety tested before being sent over to the store. There is 0% chance of this happening
on its own. I’m pretty sure it would be a Diwali mishap or something’

Rahul – ‘You mean to say I am lying?’

Rahul – ‘Oh my god! This is ridiculous! But nonetheless, the phone had a warranty of one
year. So you all owe me a replacement’

SK- ‘Sir, Like I mentioned before, this is due to careless usage by the consumer and company
warranty policy does not cover this. So I am sorry, I cannot help you in anyway’

Rahul – ‘This is so wrong! Your phone could have burned my house down if the fire wasn’t
controlled and now you tell me that you cannot owe up to this? Whatever happened to
Consumer is the king? I feel so wronged!’

Scene cuts

Narrator – ‘Well Rahul had no luck getting justice there! There was clearly no fault of his and
the company actually put him in danger by selling a faulty and potentially life threatening
product. But the COPRA will give him justice as they violated one of the most primal
Consumer rights.
We shall have the next presenter explaining this right to you in detail
Presentation continues..

Right to be Informed
PA: ‘After losing his phone, Rahul decided to drown his sorrow and decided to visit a movie
theatre to distract his mind. Well the movie wasn’t of much help, but Rahul felt wronged
once again. This time outside the theatre where he decided to buy a bottle of water’
Scene 2
Rahul – ‘Well the movie was a torture to the T! Modi himself is a better actor than that
bloddy Vivek oberoi. Anyways, I will get something to drink on the way back.’‘Bhaiya, ek
water bottle dena.’ After drinking it completely. Rahul asks for the price.
AN – ‘Sir, only 200 rupees’
Rahul almost spits the water – ‘WHAAT? 200 rs for this 500 ml of bottle? This costs
10 bucks outisde’
AN – ‘We know sir. But who pays for the ambience? Entertainment tax?
Refrigiration? And Electricity? We have to cover that costs too na sir’
Rahul – ‘This is unbelievable! You are charging 20X the value just for this? How is
anyone supposed to believe this? This is wrong’
AN- ‘Well it is how it is sir. I cannot let you leave the premises unless you pay’
 Rahul – ‘Pure harassment! I wish I could do something to get back to you all Looters!’
Scene 2 cuts
PA – ‘It is considered as an unfair trade practice to charge a commodity above the Maximum
retail price and is punishable under CPOAR. However, in this given scenario, there has been
another major consumer rights vioalation as the consumer was made aware of the inflated
price after his consumption and thus the seller withheld this fact from the consumer. We
would like you all to guess which Right has been violated here’
We shall have the next presenter explaining this right to you in detail
Presentation continues..

Right to choose
Scene 3
Narrator – ‘After having an ominous day, Rahul decided to return home to relax and watch
his favourite team play football on TV.’
Rahul – ‘Finally! Some peace in life as I can enjoy atleast something today. Hope the football match
is great’
Swtches on TV, cannot find the TV channel, Rahul rings up his cable operator
Rahul – ‘I am Rahul from A-101 here. Mere ghar pe ye Star ka ek bhi channel nahi aa raha? Mujhe
aaj ek football match dekhna hai 7 baje. Aap please wo subscribe kara sakte ho kya?’
CO : ‘Saab, wo Star waale wo TRAI ken aye guidelines ko adhere karne bol rahe hai. Humara
system compliant nahi hai toh hume STAR ke channels ko unsubscribe karna pada’
Rahul : ‘Ye kya baat hui? Maine toh paise pure diye hai aur aapne kaha tha ki Star ka
subscription aap doge. Ye galat hai, aap local operators log apna system compliant nahi kar
sakte? Me toh kal hi Tata sky laga dunga ab’
CO : ‘Arre sir, aap bhi kitne bhole ho. Ye pura Goregaon ilaakha humaara hai. Yaha koi Tata
ya Birla ya Ambani kuch nahi kar sakta. Humaare gunde inko ek line nahi lagaane denge’
Narrator – ‘The Cable operator has been deficient in his service by not adhering to the TRAI
guidelines for channels. However, by showcasing forceful monopoly and not allowing any of
the other DTH operators to operate in his area, he seems to have also violated one of the
most vital consumer rights mentioned under CPOAR. We would like you all to guess which
one’
1. Right to Choose
2. Right to Dhan a dhan Goal
3. Right to Jhingalala
Rahul cuts phone. Sighs and says – ‘This is the worst day of my life, first my phone got charred and
the store refused to service, then the general store looted me for 200 bucks for a simple bottle of
water and finally when I thought I will have some peace and watch football, my cable operator
decided to go kaput. How do I get justice for all this wrong doings. ’
Sid. ‘Rahul! Do not worry, the CPOAR is here to solve all your problems. Firstly, the Samsung store
which decided to ignore your pleas to address your problems not only violated your right to safety,
but by not listening to your problems, they also violated another right which is Right to be heard.
The cable operator as well as the shop owner are also in violation of Consumer rights and the
CPOAR guarantees this by providing for a three tier Consumer Disputes Redressal Agencies. This
guarantees your Right to Redressal. And finally, its high time you head out of your world and look
at the awareness schemes undertaken by the Government to make everyone aware of their
consumer rights. This is guaranteed by the Right to Consumer Education given by the CPOAR.
Let us study more about this