PERFORMANCE APPRAISAL OF DISPUTE REDRESSAL FORUMS (DRFS)

Authors

  • Ms. Marinal Gupta, Dr. Sarang Narula

Abstract

Recognizing the unveiling of technological gyration in the present emulous and rivalrous business world coupled with ascending consumer expectations, and for assaying illusory, erroneous and deceptive business practices, cosmopolitan emphasis has been laid down by the Government of India on protection of consumers’ interest and to make consumer an aware and informed consumer – for which the Ministry of Consumer Affairs and Public Distribution has embarked on enactment of consumer protection legislations, launch of novel consumer awareness campaigns, and ensuring the presence of three-tier consumer dispute redressal mechanism for public at large. The extant study has been carried out for assessing and measuring the performance of consumer dispute redressal forums. For this, the state of Punjab and Haryana constituted sample population and data was congregated from Punjab State Consumer Disputes Redressal Commission, Haryana State Consumer Disputes Redressal Commission and District Forums of districts selected for the study for a time period of 14 years. Statistical inferences reveal that dispute redressal forums should seek a new vision which embodies three cultures i.e. the culture of balance and harmony, the culture of trusteeship and stewardship, and culture of accountability to the future by fixing up time specific norms for adjournment of cases, setting up regional online help desks and additional district benches for speedy clearance of complaints, implementing ‘Citizen Charters’ in enforcing accountability of corporate sector, and ensuring a provision of ‘Legal-Aid’ for  poor and illiterate litigants and reinstating faith in judicial system.

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Published

2020-08-01

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Articles