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    TERM PAPER

    ON

    UNITED NATION GUIDELINES FOR CONSUMER PROTECTION

    (With special attention on Pharmaceutical Sector & a Case Study)

    Submitted to

    Dr. R.Anita Rao

    (Professor, G.S.I.B)

    Submitted by-:

    Debasish Patnaik

    Roll no. 1226109212

    Section- B

    MBA IB (2009-11)

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    REVIEW OF LITERATURE

    Dr. Corinna Hawkes, (2004) got interested to note that the original draft of the UNGCP

    apparently included a provision that would have required the regulation of the marketing

    of products inappropriate to the dietary requirements and habits of developing countries.

    The dynamics that led to the exclusion of the clause in the final version of the guidelines

    are, however, not known.

    Although the UN guidelines have not stimulated discussion on advertising regulation

    internationally, some countries do include marketing clauses in their laws on consumer

    protection. The Consumer Defense Code (1990) in Brazil, for example, dedicates an

    entire section to advertising (which mentions children), as does the Thai Consumer

    Protection Act (1979) (with no reference to children). Finland and Quebec, Canada,

    provide two further examples.

    Vinod Dhall, (2008) confirmed that competition law and consumer protection are

    intricately connected. It is impossible to talk of one without dealing with the other. At a

    fundamental level, these two are complementary and mutually reinforcing, both being

    elements of a broader framework of social welfare. Competition law by maintaining and

    preserving competition enhances consumer interest. On the other hand, consumer

    policy strengthens competition between firms. Yet the two are not identical areas and

    their boundaries do not coincide. Nevertheless, they overlap or intersect at various

    points, reflecting both synergies and tensions. The challenge before authorities is to

    maximize the synergies and minimize the tensions thereby smoothing the interface

    between the two disciplines. Thus UN guidelines try to meet up this challenge.

    Belinda Brassil, (2007) approved that the modern movement of consumer rights led to

    the establishment of basic consumer rights by the U.S. president John F. Kennedy,

    which was later added to by the IOCU. These eight rights are: the right to safety, the

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    right to be informed, the right to choose, the right to be heard, the right to the

    satisfaction of basic needs, the right to redress, the right to consumer education and the

    right to a healthy environment. The United Nations adopted these eight guidelines in the

    UN Guidelines of consumer protection act, 1985.

    McGregor, (2003) affirmed that consumerism is a deep form of structural violence,

    oppression, and abuse of power. Sandlin, (2005) agreed that consumption is

    inextricably linked to human, non-human and environmental oppression. She proposed

    that the nature of a consumer culture requires consumer education to become political,

    necessitating that people consciously seek to critically analyze and question the taken-

    for-grantedness of consumer capitalism. Politicized consumer education will help

    consumers become critical, empowered world citizens concerned with sustainability,

    solidarity and the human condition as it is shaped by human consumption.

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    EXECUTIVE SUMMARY

    Governments should develop or maintain a strong consumer protection policy, taking

    into account the guidelines set and relevant international agreements. In so doing, each

    Government should set its own priorities for the protection of consumers in accordance

    with the economic, social and environmental circumstances of the country and the

    needs of its population, bearing in mind the costs and benefits of proposed measures.

    2010 marks the 25th year of the adoption of the UN Guidelines for Consumer

    Protection. The draft UN guidelines were discussed at great length from the 1970s

    onwards before finally being adopted in 1985.

    The guidelines of consumer protection act involves broadly: a. physical safety b.

    promotion and protection of consumers economic interests c. standards for the safety

    and quality of consumer goods and services d. distribution facilities for essential

    consumer goods and services e. measures enabling consumers to obtain redress f.

    education and information programmes g. promotion of sustainable consumption h.measures relating to specific areas

    Thereafter a special focus is made on pharmaceutical industry as a growing concern for

    consumers, particularly in the context of a liberalizing economy, is the information

    discrimination in the market. The consumers simply do not have access to independent

    information about certain sectors. A case study has been highlighted so as show how

    the consumers are duped and are made to pay heavily.

    Governments should, especially in a regional or sub regional context develop, review,

    maintain or strengthen, as appropriate, mechanisms for the exchange of information on

    national policies and measures in the field of consumer protection.

    Consumer protection movement has got a bright future in India. A part from

    Governmental seriousness in the matter, consumer activism, organizations, civil society

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    and other voluntary associations needs to play their part in the furtherance of consumer

    movement.

    While the Guidelines, and subsequent development of a framework by the umbrella

    body UN, require the government to ensure these rights, they also recognize that it is

    unrealistic to expect the government to intervene in every case.

    CONTENTS

    Particulars Page No.

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    1. Objective of the study 7

    2. Introduction 8

    3. UN Guidelines 8-9

    a. Physical safety 9

    b. Promotion and protection of consumers economic interests 9-11

    c. Standards for the safety of consumer goods and service 11

    d. Distribution of facilities for essential consumer goods & services 11-12

    e. Measures enabling consumers to obtain redress 12

    f. Education and information programmes 12-13

    g. Promotion of sustainable consumption 13

    h. Measures relating to specific areas 14-15

    4. Understanding the importance of pharmaceutical sector 15-16

    5. Case study 17-18

    6. International cooperation 18-19

    7. Consumer protection act in India 19

    8. Conclusion 19-20

    9. Bibliography 21

    OBJECTIVES OF THE STUDY

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    a. To have a sound knowledge on consumer protection.

    b. To have an idea what are guidelines that are laid by the united nation for

    protecting Consumer from any kind of exploitation.

    c. To exercise the insightful through case studies.

    d. To have an enhanced comprehension about the commercial and personal

    concern related to consumer protection act.

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    INTRODUCTION

    2010 marks the 25th year of the adoption of the UN Guidelines for Consumer

    Protection. The draft UN guidelines were discussed at great length from the 1970s

    onwards before finally being adopted in 1985. After extensive work from CI, the

    guidelines were formally expanded in 1999 with Section G on sustainable consumption,

    and were re-adopted in the UN General Assembly decision 54/449. They provide a vital

    context and indeed legitimacy for CI's work. For example, when governments are

    reluctant to allow such rights they can be reminded of their obligations as UN members.

    On 9 April 1985 the General Assembly of the United Nations collectively adopted a set

    of general guidelines for consumer protection. The Guidelines represent aninternationally recognized set of minimum objectives for protecting consumers

    throughout the world and potentially being of particular assistance to developing

    countries. The adoption of these guidelines strengthen the increasing recognition in

    recent years that consumer policy issues can no longer be seen as being of purely local

    concern but must be seen in an international context.

    After discussing certain objectives and general principles, this covers seven areas of

    UN Guidelines on: physical safety, promotion and protection of consumers' economic

    interests, standards for the safety and quality of consumer goods and services,

    distribution facilities for essential consumer goods and services, measures enabling

    consumers to obtain redress, education and information programmes, and measures

    relating to specific areas (food, water, and pharmaceuticals).

    Then finally makes a number of recommendations on international co-operation on

    consumer policy issues.

    GUIDELINES

    The UN Guidelines for Consumer Protection (UNGCP) were adopted by the UN

    General Assembly in 1985. According to Consumers International, an NGO working to

    encourage their national implementation, the UNGCP aim to provide a framework for

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    consumer protection, advice and support which would enable consumers to operate

    confidently and effectively in a market economy.

    The following are the guidelines regarding consumer protection which should apply to

    both home-produced goods and services as well as to imports.

    While applying any procedures of regulations for consumer protection, consideration to

    be taken that these regulations do not become barriers nor do become inconsistent to

    the international trade obligations.

    1. PHYSICAL SAFETY.

    Government should adopt or encourage the adoption of appropriate policies and

    measures to ensure that the products are safe for either intended or normally likely use.

    The appropriate policies should ensure that the products produced are safe to use.

    Utmost care and due diligence should be adopted or taken by persons (suppliers,

    exporters, importers, retailers and the like) responsible for bringing goods to the market.

    Proper handling, storage of the goods should be done and care should be taken that the

    goods do not become hazardous. Moreover consumers should be informed about the

    proper usage of the goods and vital information should be provided by using

    internationally understandable standards wherever possible.

    And if manufacturers become aware about the hazardous effects of the products after

    they are placed in the market, then it their duty to inform the relevant authorities without

    delay, about informing the consumers. Government should adopt appropriate policies

    whenever required and the manufacturers should even recall the products from the

    markets and replace them or modify them or provide a substitute for it, within a

    reasonable period of time or else the consumer should be adequately compensated for

    the defective product served.

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    2. PROMOTION AND PROTECTION OF CONSUMERS ECONOMIC

    INTERESTS.

    Government policies should seek out to enable consumers to obtain maximum

    satisfaction out of their economic resources. They should also seek to achieve the goals

    of satisfactory standards and practices regarding production, performance, information

    about the products so that it does not adversely affect the economic interests of the

    consumers.

    Government should ensure that the manufacturers, distributors and others involved in

    the provision of the goods and services adhere to the established laws and obligatory

    norms so that economic interests of the consumers are protected. Moreover the

    consumer organizations should be encouraged to scrutinize any adverse practices

    adopted by the manufacturers, distributors and other parties involved.

    Government should take up measures relating to the control of restrictive and other

    abusive business practices which may be harmful to the consumers. In this link,

    Government should be guided by their commitment to the set of Multilaterally agreed

    Equitable Principles and Rules for the control in Restrictive Business Practices adopted

    by the General Assemble in Resolution 35/63 of 5 December 1980.

    Government should adopt and maintain policies that clear the responsibility of the

    producer to ensure that the products and services should meet the reasonable

    demands of durability, utility, reliability and suitability for the purposes they are intended

    for.

    Government should promote fair and effective competition so that goods and services

    are made available to the consumers at the lowest possible costs and see that

    manufacturers and retailers provide reliable after-sales services and spare parts.Consumers should be protected from contractual abuses and unconscionable

    conditions of credit by sellers.

    Governments should encourage all concerned to participate in the free flow of accurate

    information on all aspects of consumer products.

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    Consumer access to accurate information about the environmental impact of products

    and services should be encouraged through such means as product profiles,

    environmental reports by industry, and information centers for consumers, voluntary and

    transparent eco-labeling programmes and product information hotlines.

    Governments, in close collaboration with manufacturers, distributors and consumer

    organizations, should take measures regarding misleading environmental claims or

    information in advertising and other marketing activities. The development of

    appropriate advertising codes and standards for the regulation and verification of

    environmental claims should be encouraged.

    3. STANDARDS FOR THE SAFETY AND QUALITY OF CONSUMER GOODS

    AND SERVICES.

    Governments should, as appropriate, formulate or promote the amplification and

    execution of standards, voluntary and other, at the national and international levels for

    the safety and quality of goods and services and give them appropriate publicity.

    National standards and regulations for product safety and quality should be reviewed

    from time to time, in order to ensure that they conform, where possible, to generally

    accepted international standards.

    Every effort should be made to raise that standard as soon as possible when a standard

    lower than the generally accepted international standard is being applied because of

    some local economic conditions

    Governments should encourage and ensure the availability of facilities to test and certify

    the safety, quality and performance of essential consumer goods and services.

    4. DISTRIBUTION FACILITIES FOR ESSENTIAL CONSUMER GOODS AND

    SERVICES.Government should where appropriate consider the following:

    a. Taking up policies and maintaining them so that there is efficient distribution of

    goods and services to the consumers and even considering appropriate specific

    policies about the distribution of essential goods and services to the consumers

    particularly in rural areas where such distribution is endangered.

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    b. Encouraging the establishment of consumer cooperatives, relating trading

    activities as well as information about them, especially in rural areas.

    5. MEASURES ENABLING CONSUMERS TO OBTAIN REDRESS.

    Government should take the responsibility of maintaining legal and administrating to

    obtain redress through formal and informal of the low income consumers. Government

    also take encourage all the enterprise to resolve any kind of disputes in a fair,

    expeditious and informal manner, and should also provide assistance to the consumers.

    And all the information related to the verdicts should e made available to the

    consumers.

    6. EDUCATION AND INFORMATION PROGRAMMES.

    Governments should widen or persuade the development of general consumer

    education and information programmes which includes information on the

    environmental impacts of consumer choices and behavior and the probable proposition.

    In developing such programmes special care should be given to the needs of consumer

    in rural and urban areas.

    Consumer education and information programmes should cover some important

    aspects of consumer protection as the following:

    a) Health, nutrition, prevention of food-borne diseases and food adulteration.

    b) Product hazards.

    c) Product labeling.

    d) Relevant legislation, how to obtain redress, and agencies and organizations for

    consumer

    e) Protection.

    f) Information on weights and measures, prices, quality, credit conditions and

    availability of basic necessities.

    g) Environmental protection.

    h) Efficient use of materials, energy and water.

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    Government should also involve the mass media to promote and educate the rural and

    urban consumers.

    7. PROMOTION OF SUSTAINABLE CONSUMPTION.

    Sustainable consumption includes meeting the needs of present and future generations

    for goods and services in ways that are economically, socially and environmentally

    sustainable. Responsibility for sustainable consumption is shared by all members and

    organizations of society, with informed consumers, Government, business, labour

    organizations, and consumer and Environmental organizations playing particularly

    important roles. Informed consumers have an essential role in promoting consumption

    that is environmentally, economically and socially sustainable, including through the

    effects of their choices on producers. Governments should encourage the design,

    development and use of products and services that are safe and energy and resource

    efficient, considering their full life-cycle impacts. Governments should encourage

    recycling programmes that encourage consumers to both recycle wastes and purchase

    recycled products. Governments should promote the development and use of national

    and international environmental health and safety standards for products and services;

    such standards should not result in disguised barriers to trade. Governments should

    encourage impartial environmental testing of products. Governments, in cooperation

    with business and other relevant groups, should develop indicators, methodologies and

    databases for measuring progress towards sustainable consumption at all levels. This

    information should be publicly available.

    Governments and international agencies should take the lead in introducing sustainable

    practices in their own operations, in particular through their procurement policies.

    Government procurement, as appropriate, should encourage development and use of

    environmentally sound products and services. Governments and other relevantorganizations should promote research on consumer behavior related to environmental

    damage in order to identify ways to make consumption patterns more sustainable.

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    8. MEASURES RELATING TO SPECIFIC AREAS

    In paving the way for the consumer wellbeing, particularly in developing countries,

    Governments should, Put more focus and give more priority to areas of fundamental

    concern for the health of the consumer, such as food, water and pharmaceuticals.

    Policies should be adopted or maintained for product quality control, adequate and

    secure distribution of facilities, standardized international labelling and information, as

    well as education and research programmes in these areas. Some of the fundamental

    areas are-:

    a) Water -: Governments should formulate maintain and strengthen national

    policies to improve the supply, distribution and quality of water for drinking within

    the goals and targets set for the International Drinking water Supply.

    Governments should also assign high priority to the formulation and

    implementation of policies and programmes concerning the multiple uses of

    water, taking into account the importance of water for sustainable development in

    general and its finite character as a resource.

    b) Food -: When formulating national policies and plans with regard to food,

    Governments should take into account the need of all consumers for food

    security and should support and, as far as possible, adopt standards from theFood and Agriculture Organization of the United Nations and the World Health

    Organization Codex Alimentarius or, in their absence, other generally accepted

    international food standards. Governments should maintain, develop or improve

    food safety measures, including, inter alia, safety criteria, food standards and

    dietary requirements and effective monitoring, inspection and evaluation

    mechanisms. Governments should promote sustainable agricultural policies and

    practices, conservation of biodiversity, and protection of soil and water, taking

    into account traditional knowledge.

    c) Pharmaceuticals-: Governments should develop or maintain adequate

    standards, provisions and appropriate regulatory systems for ensuring the quality

    and appropriate use of pharmaceuticals through integrated national drug policies

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    which could address, inter alia, procurement, distribution, production, licensing

    arrangements, registration systems and the availability of reliable information on

    pharmaceuticals. In so doing, Governments should take special account of the

    work and recommendations of the World Health Organization on

    pharmaceuticals. For relevant products, the use of that organization Certification

    Scheme on the Quality of Pharmaceutical Products Moving in International

    Commerce and other international information systems on pharmaceuticals

    should be encouraged. Measures should also be taken, as appropriate, to

    promote the use of international nonproprietary names (INNs) for drugs, drawing

    on the work done by the World Health Organization.

    In addition to the priority areas indicated above, Governments should adopt

    appropriate measures in other areas, such as pesticides and chemicals in

    regard, where relevant, to their use, production and storage, taking into account

    such relevant health and environmental information as Governments may require

    producers to provide and include in the labelling of products.

    UNDERSTANDING THE IMPORTANCE OF PHARMACEUTICAL SECTOR

    A growing concern for consumers, particularly in the context of a liberalizing economy,is the information discrimination in the market. The consumers simply do not have

    access to independent information about certain sectors.

    This is made clear in specific sectors, for example in pharmaceuticals, where the wide

    spread availability of substandard, counterfeit and spurious drugs does not deter

    consumer-patients from making the drugs industry one of the strongest performers in

    any economy. Four key issues that are prime determinants of this sector are-:

    a) Pharmaceuticals are not affordable to a vast majority of people. Some estimates

    say that, people who have no access are half of the population. Much of the

    population cannot even afford to approach this health care system in the first

    place and thus pharmaceuticals remain out of their lives, while another large

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    section of patients who consult the modern health care system cannot afford to

    pay for what is prescribed.

    b) Poor and illiterate consumers have further disadvantaged since the treatments

    for the diseases of the poor majority remain unavailable in developing countries.

    While the rich minority is overwhelmed by treatment options for their ailments,

    real or perceived. Time-tested treatments fall out of favor of companies as soon

    as they outlive their patent periods and the subsequent competition forces down

    their prices. Making available the time-tested and much-needed cheap

    medicines, essential Drugs, is a formidable challenge for economies developing

    in this century.

    c) Corporations are throwing products in global market at a great speed. They have

    secured the right to enter national markets through global financial institutions

    and trade agreements. But the nation states are not capable of checking all

    corporate moves and protecting the interests of their population. This is why

    pharmaceutical products banned in countries of origin are available in other

    countries like Afro- Asian countries. Products can be available in different

    countries for different indications and uses as well. Guarding people against the

    dangers of unsafe drugs is another challenge.

    d)Some of the developing nations have the largest number of unregistered drugsand among the absolute highest rates in the world for unnecessary prescriptions

    of antibiotics, injections and numbers of medicines per prescription. Absurd use

    of unsafe and unessential drugs can make them harmful and even dangerous

    products. It not only burdens health budgets, it also causes drug resistance,

    which is responsible for increasing mortality caused by TB, malaria and other

    such diseases. Irrationality can be ignorance but it can also be a deliberate

    attempt to get quick and handsome returns on a prescribers investment. The

    responsibility among many medical professionals and most of the industry is very

    complex.

    Responsible health service systems, ethical marketing practices and aware

    consumers are the basic ingredients of rational use of pharmaceuticals.

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    CASE STUDY

    C.J. LAWRENCE v. APOLLO HOSPITALS (Tamilnadu SCDRC O.P. No. 8/94

    Decided on 05.08.1998)

    Facts of the Case-:

    Mr. C.J Lawrence the plaintiff was admitted in Apollo hospital for pain in the neck

    on the right shoulder.

    Investigations reveled that he was a diabetic and had right hydronephrosis with

    obstruction at right uretrovesical junction.

    The plaintiff underwent a surgery by retroperitoneal approach.

    The affected portion of the ureter was removed and uretric reimplantation was

    done. During the postoperative period, the complainant developed high fever.

    Further investigations showed that a stapler pin was seen in the gastrointestinal

    tract.

    The Plaintiff got discharged against medical advice.

    Relevant Facts of the Case-:

    The affected portion of the ureter was removed and uretric reimplantation was

    done. During the postoperative period, the complainant developed high fever.

    Further investigations showed that a stapler pin was seen in the gastrointestinal

    tract.

    Issues of the Case-:

    The allegation was that the pin was left there during the operation.

    The surgeon stated that the surgical staplers are V or U shaped and used in

    clusters in surgeries involving large intestine.

    The stapler pin seen in the x-ray is not a surgerical stapler pin.

    http://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htmhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htm
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    It resembles the stapler pins that are used in food pockets.

    Evidently, this stapler pin should have been swallowed.

    Analysis of the Case-:

    The court held that there is no negligence or deficiency of service on the part of the

    hospital and dismissed the complaint without costs. In this case it was very prominent

    that the fault was with the hospital because the pin was diagnosed in the hospital after

    the operation. After an operation no patient would dare to take any outside food without

    doctors permission. So it is never possible for an outside pin to be inside the body. The

    plaintiff was discharged without further medical advice. And moreover the

    retroperitoneal area is very near the gastrointestinal tract. The surgeon also never

    ignored the fact that they havent used the surgerical stapler pin during the operation.

    Verdict of the Case-:

    The court dismissed the case because the plaintiff had no knowledge about the

    consumer right against this sector. Had he been aware about his right, he could have

    been compensated by the Apollo hospital. So it is very important for the government tomake the consumers aware about their rights of the consumer under the Indian

    consumer protection Act of 1986.

    INTERNATIONAL COOPERATION

    Governments should, especially in a regional or sub regional context develop, review,

    maintain or strengthen, as appropriate, mechanisms for the exchange of information on

    national policies and measures in the field of consumer protection. Governments should

    develop or strengthen information links regarding products which have been banned,

    withdrawn or severely restricted in order to enable other importing countries to protect

    themselves adequately against the harmful effects of such products.

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    Governments and international bodies, as appropriate, should promote programmes

    relating to consumer education and information. Governments should work to ensure

    that policies and measures for consumer protection are implemented with due regard to

    their not becoming barriers to international trade, and that they are consistent with

    international trade obligations.

    CONSUMER PROTECTION IN INDIA

    Consumer protection movement has got a bright future in India. A part from

    Governmental seriousness in the matter, consumer activism, organizations, civil society

    and other voluntary associations needs to play their part in the furtherance of consumer

    movement. In the current scenario media can play a vital role in infusing the consumer

    behavior and can easily generate opinions or enhance awareness about the possible

    unfair practices in the market.

    Above all, the consumers have to be aware of their rights and should assert themselves

    in the market place.

    CONCLUSION

    While the Guidelines, and subsequent development of a framework by the umbrella

    body UN, require the government to ensure these rights, they also recognize that it is

    unrealistic to expect the government to intervene in every case. But a strong judicial

    system can act better as a deterrent that actual litigation in every matter, which would

    cause its own problem. In the final analysis, as understood by advocates of functional

    democracy, it is the demand raised by citizens themselves; in this case as consumers,

    that determines the efficacy of systems of protection. And for this, consumers need to

    be critically informed. Without a doubt low literacy levels hamper mass awareness to an

    extent, but this barrier is neither insurmountable (given developments in electronic

    media) nor a deterrent to the awareness of the literate sections of the population.

    However, consumers in the developing countries remain unaware both of their rights,

    and of the increasingly insidious ways in which those rights are being violated.

    Governments of different countries should come forward and unite themselves to create

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    a world which gives the power to the consumers and eradicate the exploitation of

    consumers in any form. This is only possible with sharing of information.

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    BIBLIOGRAPHY

    1. Department of Economic and Social affairs: UN guidelines for consumer

    protection act, 1985

    2. Yearbook of the United Nations, 1985, By United Nations, Department of Public

    Information, United Nations Staff

    Websites

    3. http://www.medindia.net/indian_health_act/consumer_protection_act_and_medic

    al_profession_lank_mark_related_cases.htm#ixzz0xdPMCFbL

    4. http://www.un.org/documents/ga/res/39/a39r248.htm

    5. http://www.consumersinternational.org/our-work/consumer-protection-and-

    law/un-guidelines-on-consumer-protection

    http://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htm#ixzz0xdPMCFbLhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htm#ixzz0xdPMCFbLhttp://www.un.org/documents/ga/res/39/a39r248.htmhttp://www.consumersinternational.org/our-work/consumer-protection-and-law/un-guidelines-on-consumer-protectionhttp://www.consumersinternational.org/our-work/consumer-protection-and-law/un-guidelines-on-consumer-protectionhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htm#ixzz0xdPMCFbLhttp://www.medindia.net/indian_health_act/consumer_protection_act_and_medical_profession_lank_mark_related_cases.htm#ixzz0xdPMCFbLhttp://www.un.org/documents/ga/res/39/a39r248.htmhttp://www.consumersinternational.org/our-work/consumer-protection-and-law/un-guidelines-on-consumer-protectionhttp://www.consumersinternational.org/our-work/consumer-protection-and-law/un-guidelines-on-consumer-protection