Training of Trainers Programme for the Faculty of ATIs and SIRDs on Consumer Protection and Consumer Welfare

Transcription

1 Training of Trainers Programme for the Faculty of ATIs and SIRDs on Consumer Protection and Consumer Welfare (February 15-19, 2010) A Training of Trainers Programme on Consumer Protection and Consumer Welfare for the Faculty of ATIs/SIRDs was organized by the Centre for Consumer Studies, Indian Institute of Public Administration, New Delhi from February 15-19, The Department of Consumer Affairs, Government of India, sponsored the programme. 16 participants from different States attended the programme. The programme was directed by Prof. Suresh Misra and Dr. Mamta Pathania. The objectives of the training programme were to enhance the knowledge and skill of the participants in the area of Consumer Protection and Consumer Welfare; Understand the need and importance of Consumer Protection and Welfare; Acquaint with the national and international dimensions of Consumer Protection and the role of various stakeholders; Explain the various provisions of the Consumer Protection Act and other legislations having a bearing on Consumer Protection; Discuss the legal dimensions of Consumer Protection in different service sectors such as housing, medical, banking, insurance etc. 1

2 The programme commenced with a brief introduction about the programme by Prof. Suresh Misra, Chair Professor and Coordinator, CCS, IIPA. After a brief introduction of the participants there experiences relating to the field of Consumer Protection were ascertained. Welcoming the participants, Prof. S.P. Verma, Member, Executive Committee, IIPA highlighted the importance of consumer movement in the present era. He emphasized on the role of government and the citizens as consumers. Protecting the interest of the citizens should be the key focus of the government so that they are not exploited at the hands of traders. He stressed that there was a long way to go in order to ensure that the consumer movement reaches the desired target group. He appreciated the role of consumer courts in protecting the consumers. We need to develop strategies to enhance awareness among the consumers as it is the best way to protect them. During the five day programme various themes were covered. Consumer Protection and Consumer Welfare An Overview and Protecting Rural Consumers were covered by Prof. Suresh Misra, which provided an overview of the emerging scenario. Ms. Sapna Chadah, Assistant Professor, IIPA made a presentation on Consumer Protection Law and Policy, highlighting the policy frameworks and the redressal mechanism of the C.P Act. Dr. Mamta Pathania, Assistant Professor, Centre for Consumer Studies, IIPA focused her presentation on issues relating to the awareness and education. She highlighted the various schemes, programmes of the Department of Consumer Affairs which aimed at generating awareness among the public. The sessions on Defective Goods & C.P Act and Banking and Consumer were taken by Prof. G.K. Kapoor. Other important themes were Medical Negligence by Dr. Kiran Gupta, Role of Comparative Testing by Dr. Sheetal Kapoor, Training Techniques and Methodology by Sh. G.K. Pandey, Insurance and Consumer by Sh. S.M. Tripathi, Housing and Consumer by Sh. Ravindra Bana, Electricity and Consumer by Sh. B.S. Sachdeva, Misleading Advertisement and the Consumer by Mrs. Pushpa 2

3 Girimaji and Transport and the Consumer by Sh. S.K Sharma. To make the programme more participatory the participants were divided into groups and each group was given one decided case law which was discussed in the group and later on presented. The presentations were very interactive and participatory. On the concluding day the Valedictory Address was delivered by Sh. B.S. Baswan, Director, IIPA. He highlighted that democracy is incomplete unless the local Governments and the individual consumers are empowered. He said that the consumer movement has become an instrument of democratization of the society and we have to ensure that the same is also not sabotaged. He stressed that one of the major lacunae of the consumer movement is that it is restricted to the urban areas and rural areas are far behind as far as the awareness is concerned. The need of the hour is to take the consumer movement to the rural areas and this can be done by empowering the lowest tier of government i.e. the PRIs. He said that ATIs and SIRDs can play an important role as they are in touch with these institutions. Creating awareness among the rural masses is much more important and relevant in the present era. 3

4 Views /opinions of the participants on different aspects of the Training Programme are analyzed and presented below: (Total views of 16 participants) 1. Please rate the structure and organization of the Course. Very Well structured Well structured Somewhat unstructured Very unstructured How useful is the training to you immediately in your job? Very useful Quite useful Of limited use Not at all useful NC How useful is this training likely to be in future jobs that you may handle? Very useful Quite useful Of limited use Not at all useful How far have you been benefited from interaction with the fellow participants of the course? Extremely Considerably Fairly Not at all How far was the course material supplied relevant and related to the course content? Extremely relevant Considerably relevant Fairly relevant Not at all relevant

5 6. To what extent are you satisfied with the following? Satisfied fully Satisfied to a large extent Satisfied to a limited extent Not satisfied at all a. Reception b. Residential accommodation c. Food quality and service d. Class room Facilities e. Interaction with the Faculty f. Reception Facilities NC/ NA 5

6 7. Assessment of Training Faculty/sessions (16 Participants responded) Sl. No. Topic 1. Consumer Protection & Consumer Welfare An Overview Name of Speaker Assessment Excellent Very Good Fair NC Good Suresh Misra Consumer Protection : Law & Policy Sapna Chadah 3. Defective Goods & C.P. Act G.K. Kapoor 4. Banking & the Consumer G.K. Kapoor 5. Medical Negligence Kiran Gupta 6. Role of Comparative Testing Sheetal Kapoor 7. Group Formation & Discussion Suresh Misra Mamta Pathania 8. Consumer Education & Awareness Mamta Pathania 9. Training Techniques & Methodology G.K. Pandey 10. Insurance & the Consumer S.M. Tripathi 11. Housing & the Consumer Ravindra Bana 12. Protecting Rural Consumers Suresh Misra 13. Electricity & the Consumer B.S. Sachdeva 14. Misleading Advertisements & the Consumer Pushpa Girimaji 15. Transport & the Consumer S.K. Sharma

7 8. Which parts of the course did you find most helpful? 1. All 7 2. Consumer Education & Awareness and Protecting Rural 1 Consumers 3. Training Techniques & Methodology and Misleading 1 Advertisements & the Consumer 4. Housing & the Consumer and Misleading Advertisements 1 & the Consumer 5. Defective Goods & C.P. Act 1 6. Consumer Protection & Consumer Welfare An 1 Overview, Banking & the Consumer and Misleading Advertisements & the Consumer 7. Misleading Advertisements & the Consumer, Protecting 1 Rural Consumers and Consumer Education & Awareness 8. Electricity & the Consumer, Insurance & the Consumer and Banking & the Consumer 1 9. Consumer Protection & Consumer Welfare An 1 Overview, Consumer Education & Awareness and Misleading Advertisements & the Consumer 10. Interactive Sessions and Presentation 1 9. Which parts of the course did you find least helpful? 1 Training Techniques & Methodology 1 2 Medical Negligence 2 3 Electricity & the Consumer 1 4 Transport & the Consumer 1 5 Role of Comparative Testing 1 6 Insurance & the Consumer 1 7 None Your overall impression of the course. Excellent Very Good Good Fair NC

8 11. Did the course give you any specific ideas about how you can improve your work? Yes No NC Got an opportunity to acquire information and knowledge of C.P Act and would help us to disseminate it further. Replicate the same in the concerned individual Institutions using the training module, material and local faculty. The course apart from the knowledge on C.P Act also provided an insight for proper planning, time management, presentation, interaction and hospitality. 12. Any other comments/ observations you wish to make about the course. Arrange field visits to the consumer organizations working in this area and also exposure to lab testing of consumer products. Try to invite faculties from leading business schools or some experts from the government side. Other areas like hotel services, postal services can also be included in future courses. 8

9 We would like to place on record that the practice followed in the Indian Institute of Public Administration is to give due consideration to the views/suggestions of the participants in regard to the course contents and design of the programme at the time of restructuring the training programme. The views/comments of the participants, therefore, will certainly be considered next time, while deigning the programme. The report would be incomplete, if we do not record our appreciation to the Officers and Staff of the Administration and Training sections of the Institute for their help. We would like to take this opportunity to acknowledge our gratitude to Shri. B. S. Baswan, Director, IIPA for his guidance and encouragement. The Secretary, Additional Secretary and Joint Secretary, Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution, Government of India, deserve special thanks for sponsoring the Centre for Consumer Studies and reposing confidence and trust in the Indian Institute of Public Administration, New Delhi. (Suresh Misra) (Mamta Pathania) Programme Directors 9