Business Ethics and Corporate Governance, Second Edition

CONSUMER DUTIES AND RESPONSIBILITIES

Consumer protection is not a one-way street. To enjoy protection, consumers have to exercise some responsibilities too. M. R. Pai of the Forum of Free Enterprise, Mumbai, has listed a few responsibilities consumers are expected to bear.¹¹

1. Substantiate the complaint: When a consumer makes a complaint against the seller of the product, it should be specific and supported by appropriate evidence, such as bills, acknowledged copies of correspondence. Complaints should not be vague or unsubstantiated. The complainant must be genuine in his or her claims.
2. Listen to the seller: The consumer-complainant should seek the opinion/viewpoint of the seller before lodging a complaint with appropriate authorities. It is ...