Who is a Consumer?

If you pay for and buy a product or service and use the same for personal purpose, then you are qualified as a consumer. The product can be tangible goods or intangible services.

What is a consumer complaint?

After you consume the product or service, if any of your expectations are not met, then you have a consumer complaint. 
Your expectations may not be met because the company selling you the product may have omitted or misrepresented some information; or did not deliver something promised; or the product's quality was poor.

There may be instances where you do not actually consume the product, but still have a consumer complaint. For instance, you observe an advertisement where a company is falsifying facts about a product. Another example could be when you want to buy a product but do not because the merchant was charging more than the maximum retail price (MRP). All these qualify as consumer complaints.

How will Consumers Association of India help solve my complaint?

Our expert support team and legal counsel will handle all consumer complaints. Your complaint will first be reviewed and validated, then you will be guided on how to effectively format your letter and approach the company regarding your complaint.

If you do not receive a satisfactory response from the company, we will then negotiate on your behalf with the company and work towards alternate dispute resolution. In the event that we are unable to resolve the matter, we will direct you to a lawyer and you will work with him directly.

Will CAI file legal case against the company?

We will provide you required legal counsellingto resolve your complaint but we will not file a case against the company. We have stopped providing that service for the past few years. Filing a formal court case is both time consuming and costly. Therefore, we strive hard to arrive at out-of-court settlement.

In the event we are unable to resolve your complaint through alternate dispute resolution methods, we will direct you to a reputed lawyer who will handle your case and take the needful legal action. CAI will not represent you in court.

How many complaints have you resolved?

We receive over 3000 complaints per year and over 90% of these complaints are resolved through alternate dispute resolution methods.

Should I become a member in order to submit a complaint?

No, you need not become a member to submit a consumer complaint. However, we are a voluntary consumer organization and depend primarily on membership, grants and donations. While we strongly encourage all to join us as members we will address your consumer complaint in the same manner described above even if you are not a member. 


What information do I need to file a complaint?

You must have proof of purchase in order to file a complaint. Proof of purchase can be a bill or credit card statement, a delivery chalan, an AMC contract, receipt for payment, a voucher, policy, agreement or a letter from company or even a sale deed or any form of evidence that establishes the fact that YOU have paid for and bought the product or service.

In the event where you come across any product or service that is marked over MRP (maximum retail price) or see an advertisement that is falsifying facts and wish to file a complaint even before purchasing the product or service, then you need an advertisement video or a photograph showing the company making false claims about the product or service.

What are the charges for filing a consumer complaint?

It is FREE. There are no charges for filing a consumer complaint with us. However, as a member, you are entitled to FREE legal counselling. We therefore encourage you to register as a member to avail of this and other benefits. 
In the event we are unable to resolve your complaint, we will direct you to an lawyer. You will then work directly with the lawyer who will help you take needful legal action. Legal fees, stamp fees etc will apply.

What benefits do I get as a member of CAI?

• Membership entitles you to receive Free legal guidance for your consumer problems.
• Members can send queries to CAI in person, by email, post, via website or via CAI CONSUMER CONNECT, the newly launched mobile application.
• Please note that Consumers Association of India will not take up anyissues with the statutory bodies. Our response will be restricted to legaladvice and guidance only.
• Members will get an opportunity to participate in our training programs, workshops and seminars at reduced costs.
• You will also receive our bi-monthly publication, Consumers Digest
• Personal Accident Insurance Cover for Rs.100,000/- from United India Insurance Co.at our cost
• Discount in rates for membership of Automobile Association of Southern India

What is the duty of a consumer in exposing misbranded labels?

A label is said to be misbranded if it does not have any of the    mandatory information / or misleading / or carries false information as per law.  (A) List of ingredients (B) Maximum Retail Price (C) Date of Packing / Manufacturing (D) Best before Date (E) Net weight/Volume (F) Nutritional Information (G) Contact Address for consumer complaints.
A consumer who comes across a label which is deficient / misbranded can take it up with the FSSA Authorities of the state or the Controller of Legal Metrology.

What are misleading statements / advertisements in the labels?
Any label which contains a statement in contravention of law or can not be substantiated by testing in a laboratory can be called misleading. Consumers can bring such labels to the notice of the manufacturer of the product whose address is printed in the label. If no satisfactory reply is furnished, he can take it up with the FSSA authorities in the state who have set up a special panel to look in to this. Even very popular brands are misleading the public.

What is FSSAI?
FSSAI is the Food Safety and Standards Authority of India which, oversees the food safety in our country. This authority is governed by FSS Act 2006. Each state will have a food safety commissioner assisted by designated officers in each district. Food safety officers will be the enforcing officers in each town. FSSA believes in the policy of training the food business operators (manufacturers, sellers, hoteliers, street vendors etc) on the hygiene and safety of food products their handling etc. the FSS Act 2006 is replacing the PFA Act 1954 and has come into force with efforts from 5th August 2011


What are the other activities of CONCERT besides giving training to women?
The CONCERT does not stop with just training. It is always on the search for products on sale which are misbranded or spurious. We take up with the concerned regulatory authorities after writing to the suppliers about the defects in the label / products.
We have conducted analysis of

 Quality of drinking water in city schools

 Quality of Idly / Dosa batter sold in Chennai.

 Quality of water supplied through tanks erected in many parts of Chennai

 We have conducted a survey on the milk sold through  AVMS of AAVIN with reference to their volume, mandatory availability of measuring equipments etc

What is the recent work going on in CONCERT?
The fuel lab attached to  CONCERT is taking samples of petroleum products from retail outlets and testing their quality. The results are being monitored by the Civil Supplies and Consumer Protection Department of Tamil Nadu.

CONCERT has taken up an ambitious project on consumer product comparative testing with a grant received from the Ministry of Consumer Affairs. It has taken up 7 products and 3 services for testing in the first year.  The products are Oil, Milk, Toothpaste, Mosquito Coil, Pain Relief Balm, Wet Grinder, Water Purifiers, Banking, Insurance and Mobile Phone Services.
Products are tested after procuring selected brands in selected towns. They will be tested in NABL Labs for their declared quality and with ref to ISI and other existing Standards.

Services are compared by conducting survey among consumers and a technical audit of their performance.
Reports on all the products / services will be published in leading magazines of all the 4 southern states.

Are Neutraceuticals covered under PFA Act?

As per provisions of PFA Act, 1954 neutraceuticals are not covered under food but as per the FSSA Act 2006 which came into force from 5th August 2011 these will also be covered by its provisions.

How  does CONCERT influence the Government of India   on consumer  issues?

CONCERT is representing consumers in as many as 14 committees of Food and Agriculture Divisions of Bureau of Indian Standards besides the committee on toys. The founder trustee is a member of the central advisory committee of  the FSSAI.

How  doesCONCERT Trust involve consumers especially students in consumer awareness activities?

CONCERT is proud to inform that it has been conducting surveys with the help of students of various colleges like MOP Viashnav  JBAS, Chennai and  Ethiraj College for Women Chennai.

Currently a survey on the various products sold with reference to their    actual weight / volume compared to the declared quantity in the label was conducted by enlisting the support of a girl student of MOP Vaishnava College and the report is being finalized. Students of all educational institutions are welcome to take up similar surveys/ tests with our guidance.

9. Does CONCERT do anything on drug analysis?
During the years 2007- 2009 as many as 1509 drug samples were tested for four quality parameters among 10 medicines. 4 spurious medicines were found. Reports were sent to the Director /Drug Control for taking further action.  Several media published these reports.