NATIONAL INTELLIGENCE BUREAU

Introduction

The National Intelligence Bureau (NIB) is committed to empowering citizens and strengthening consumer protection in India.

Through this initiative, NIB offers a platform where individuals can:

• Report grievances related to products or services.
• Share personal experiences with companies or service providers.
• Read and respond to feedback and complaints posted by others.
• Raise awareness about unfair practices.
• Report malpractice or unethical behavior by businesses or individuals.
• Receive support in navigating consumer rights and redressal systems.

This platform helps consumers make informed choices while encouraging businesses to maintain ethical and lawful standards.

What Are Consumer Rights?

In India, when a person buys goods or avails services, certain legal protections automatically apply under various consumer laws, including the Consumer Protection Act, Sale of Goods Act, and Indian Contract Act. These laws define non-negotiable statutory rights — legal rights that consumers are entitled to, regardless of the terms set by the seller.

Statutory vs Contractual Rights:

• Statutory Rights: Guaranteed by law. These cannot be waived, overridden, or excluded by any agreement.
• Contractual Rights: Arise from agreements made between the consumer and the seller — such as return policies or warranties.

Example: Even if a store does not allow returns after 7 days, if a product is faulty, your statutory right to a refund, replacement, or repair still applies. Always prioritize legal rights over store policies.

Key Consumer Rights in India

1. Right to Safety: You have the right to be protected against goods and services that are harmful to life, health, or property (e.g., food, pharmaceuticals, automobiles).
2. Right to Information: You have the right to receive complete, correct, and honest information about product quality, quantity, pricing, and safety warnings.
3. Right to Choose: You are entitled to free and fair competition in the marketplace, allowing you to select from a variety of options at competitive prices.
4. Right to Be Heard: Your concerns must be acknowledged. Every consumer has the right to file complaints and be heard by regulatory bodies.
5. Right to Redressal: If you're wronged, you are entitled to a refund, replacement, repair, or compensation for loss/damage within a reasonable timeframe.

What to Do in Case of a Dispute

1. Contact the seller or service provider with a clear written complaint.
2. If no resolution is offered, approach a Consumer Disputes Redressal Commission (Consumer Forum).
3. Keep all relevant documentation — bills, receipts, warranty cards, and written communication.

Filing a complaint strengthens consumer protection systems and helps hold businesses accountable.

Consumer Protection Framework

The Consumer Protection Act provides for the creation of redressal forums at three levels:

• District Consumer Commission: For complaints up to ₹50 lakh.
• State Consumer Commission: For complaints between ₹50 lakh and ₹2 crore.
• National Consumer Disputes Redressal Commission (NCDRC): For complaints above ₹2 crore.

(These thresholds are subject to periodic changes — refer to official sources for current limits.)

If a Product is Defective or Unsafe

If you receive a defective or hazardous product, you can approach the appropriate Consumer Commission to seek:

• Free repair or full replacement.
• Refund of the purchase amount.
• Compensation for any damages or loss.
• Direction to stop the sale of such a product, if found unsafe.

How NIB Supports Consumers

• Provides guidance on filing complaints and understanding legal options.
• Helps in escalating matters to the proper forums.
• Promotes awareness through educational materials and campaigns.
• Offers a platform to expose unethical practices.
• Encourages whistle blowing and public participation in building ethical business practices.