Training Programme for Heads/Presidents/Secretaries of NGOs/VCOs on Consumer Protection and Consumer Welfare (December 7-, 2009) A Training Programme on Consumer Protection and Consumer Welfare for Heads/ Presidents/ Secretaries/ Directors of NGOs /VCOs was organized by the Centre for Consumer Studies, Indian Institute of Public Administration, New Delhi from December 7-, 2009. The Department of Consumer Affairs, Government of India, sponsored the programme. 28 participants from different States attended the programme. The programme was directed by Ms Sapna Chadah and Dr. Mamta Pathania. The objectives of the Training Programme were to enable the participants to understand the National and International dimensions of Consumer Welfare in the era of globalization and liberalization and the role of NGO s/ VCO s; explain the various provisions of the Consumer Protection Act and other legislations having a bearing on consumer protection; describe the legal dimensions of Consumer Protection in different service sectors such as housing, medical, banking, insurance etc; acquaint the participants with basic training techniques and methodologies; explain basic requirements of survey research methodology
relevant for research in the area of Consumer Protection and Welfare and the steps in preparation of a research project. The Programme commenced with a brief introduction about the programme by Prof. Suresh Misra, Chair Professor & Coordinator, CCS, IIPA. After a brief introduction of the participants, their experiences related to the field of Consumer Protection were ascertained. The participants shared their experiences and highlighted the success stories. The programme was inaugurated by Shri. B.S. Baswan, Director, IIPA, New Delhi. In his inaugural address he emphasized that any and every consumer action has to do a lot with democracy. He said that democracy is incomplete unless the local governments and individual consumers are empowered. 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 felt that earlier during the license permit raj the consumer came last and least attention was paid to protect his rights and interests; but this has changed as the time of monopolies is over. In order to instill momentum to consumer movement, awareness has to be increased at every level. The Programme was divided into number of thematic sessions. Consumer Protection and Welfare: An Overview was covered by Prof. Suresh Misra, which provided an overview of the background of Consumer Protection and outlined the impact of market economy on the
consumer. A session on Research Methodology was also taken by Prof. Misra. It enabled the participants to understand the basic concepts of research methodology and the steps to be followed in preparing a research project. Ms. Sapna Chadah, Assistant Professor, IIPA, highlighted the importance of Consumer Protection Act in her presentation Consumer Protection: Law and Policy. She elaborated the policy framework and the redressal mechanism of the C.P. Act. Dr. Mamta Pathania, Assistant Professor, (CCS), IIPA dealt with Consumer Awareness and Education. As Right to Consumer Education is one of the basic rights of the consumer, there is a dire need to focus on increasing the awareness. Highlighting the need of Consumer Protection, she focused on the various initiatives taken by the Government in this regard. The other sessions included an interaction by Dr. Amit Kumar Singh on Misleading Advertisement, Insurance and Consumer by Shri S. M. Tripathi, Banking and the Consumer by Dr. Sheetal Kapoor, Medical Negligence by Dr. Kiran Gupta; Training Techniques and Methodology by Shri G.K. Pandey; Electricity and the consumer by Shri N.K. Jain; Role of NGOs in Consumer Protection and Awareness by Dr. Savita Hanspal; Consumer and the Redressal Mechanism by Shri Y.S. Jafa. Two Sessions were devoted to Group Formation and Group Report Presentation. The participants found the sessions very useful as they were acquainted with the latest developments in Consumer Welfare. The presentations made by the participants contained numerous suggestions which can be incorporated to improve the delivery mechanism. It reflected their understanding of the ground realities. The Valedictory Address was delivered by Prof. Pranab Banerji, Senior Faculty Member, IIPA. In his address he highlighted the role of NGOs / VCOs in giving an outreach to the consumer movement. He said that consumption is not so simple as it appears. Mankind has provided so many products and due to the huge level of production the effects on environment is mind boggling. He stressed that if happiness level increases, it leads to increase in the welfare level of consumers also. For this increase the consumption has to be a responsible 2
consumption, which would further lead to the better interest and welfare of mankind. Views /opinions of the participants on different aspects of the Training Programme are analyzed and presented below: (Out of 28 participants views of 25 were ascertained). Please rate the structure and organization of the Course. Very Well structured Well structured Somewhat unstructured Very unstructured 3-2. How useful is the training to you immediately in your job? Very useful Quite useful Of limited use Not at all useful NC 5 8-3. 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 6 8-4. How far have you been benefited from interaction with the fellow participants of the course? Extremely Considerably Fairly Not at all 2 3
5. How far was the course material supplied relevant and related to the course content? Extremely relevant Considerably relevant Fairly relevant Not at all relevant 9 2 4-6. 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 8 7 - - - b. Residential accommodation c. Food quality and service d. Class room Facilities e. Interaction with the Faculty f. Reception Facilities 6 7 2 - - 7 4 4 - - 22 3 - - - 2 2 - - NC/ NA 3 9-2 4
7. Assessment of Training Faculty/sessions (25 Participants responded) Sl. No. Topic. Consumer Protection & Welfare: An Overview Name of Speaker Suresh Misra Excellent Very Goo d Assessment Good Fair NC 5 7 2-2. Consumer Protection: Law & Policy Sapna Chadah 3. Consumer Awareness & Education Mamta Pathania 4. Preparing a Research Project: Research Methodology Suresh Misra 5. Group Formation & Discussion Suresh Misra Sapna Chadah Mamta Pathania 6. Misleading Advertisement Amit Kumar Singh 7. Insurance & the Consumer S.M. Tripathi 8. Banking & the Consumer Sheetal Kapoor 9. Medical Negligence Kiran Gupta 0. Training Techniques & Methodology G.K. Pandey. Electricity & the Consumer N.K. Jain 2. Role of NGOs in Consumer Education & Awareness Savita Hanspal 0 0 4-0 3 - - 6 7 2 - - 9 0 6 - - 6 0 6 3-4 3 6 2-6 0 6 3-8 8 9 - - 2 7 5 - - 6 0 7 2-8 5-3. Consumer & the Redressal Mechanism Y.S. Jafa 2 6 4 3-4. Group Report Presentation Mamta Pathania Sapna Chadah 5 4 7-9 5
8. Which parts of the course did you find most helpful? All 5 Consumer Awareness & Education 2 Group Discussion & Project Work Consumer Redressal Mechanism 3 Training Methodology 3 Role of NGOs in Consumer Education & Awareness Preparing a Research Project: Research Methodology 2 Consumer Protection & Welfare An Overview, Medical Negligence, Consumer Protection Law and Policy Consumer Protection and Welfare an Overview & Consumer Awareness & Education Role of NGOs in Consumer Education & Awareness, Consumer Awareness and Education & Research Methodology Training Techniques and Methodology and Group Formation and Discussion Organizational Aspect Research Methodology & Training Techniques and Methodology Role of NGOs & VCOs in Consumer Education & Awareness & Consumer Redressal Mechanism No Response 9. Which parts of the course did you find least helpful? Training Techniques 2 Group Discussion Role of NGOs & VCOs in Consumer Education & Awareness 3 Consumer Redressal Mechanism 2 Medical Negligence & Misleading Advertisement Electricity & the Consumer 2 Training Techniques & Methodology and Insurance and the Consumer Research Methodology None 2 6
0. Your overall impression of the course. Excellent Very Good Good Fair NC 0 3 -. Did the course give you any specific ideas about how you can improve your work? Yes No NC 25 - - By giving training to NSS students and High School students. Helpful in preparing programmes on protection of Consumer. Helpful in preparing research projects in a systematic way. Motivated to work in the area of food adulteration. Training will be given to member councils and citizens Consumer Clubs Tamil Nadu. Guiding the aggrieved consumers accordingly. Given Innovative knowledge about CPA, and how to lead CPA so as to reach the common man. Educate consumers about their rights, responsibilities and remedies available to them for the enforcement. 2. Any other comments/ observations you wish to make about the course. More training programmes for rural areas. Information about IIPA be in the Inaugural session. Case Study method should be used to teach various consumer issues and their handling. More ready material on Banking and Research Methodology be included in the course. 7
Study visit during the programme be arranged to see the ground realities and practical working. Badges of IIPA should be given to the course participants. For active involvement the participants should be between the age group of 40-55 years. It would be helpful if detailed training material is given for each session in advance and some mock sessions and role plays may be included in the course. For distant states air transport facility should be allowed. 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, encouragement and proactive interest. We are thankful to our colleagues in the Institute for their unstinted support and co-operation. 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. (Sapna Chadah) (Mamta Pathania) Programme Directors 8