Law sees application: Protection of consumer rights

About three months ago, Mr. Huq and his three friends had gone on an excursion to Faridpur district. During a meal at the  popular local 'Khandokar Restora', they discovered that almost every item on the menu was being charged higher than that was listed; the culinary delicacy 'boyal mach' was being served for 250 taka per piece while the menu stated it to be of 150 taka.

Upon their return, Mr. Huq decided to contact the Directorate of National Consumer Rights Protection (DNCRP) with the receipt that they had received from the aforementioned eatery and a formal complaint was subsequently lodged to the authority.

A few months later, Mr. Huq was greeted by an unexpected phone-call from the DNCRP; the accused establishment had been fined a sum of 10000 taka. Mr. Huq was also taken by surprise, when he learnt that he was to receive twenty-five percent (25%) of the punitive damages, that is 2500 taka.

What has been described above is a true incident and indeed a reality now: According to section 76 (4) of the Consumer Rights Protection (CRP) Act of 2009, if such a complaint is proved to be true after investigation, the Director General or any other officer with such authority may, in his administrative action, impose a fine upon the accused. And once such fine is imposed and realised, 25% of the sum of money is to be paid to the consumer concerned.

The CRP Act of 2009 defines 'consumer' as those people or persons who buy or use or obtain or hire a permission to use any kind of products or service by offering a price, a prompt payment or due in installments.

Section 2(20) states some of the activities that can be held against the interests of a consumer, such as sale at a higher price, to sell any adulterated product, to dope any product and subsequently put it up for sale, deceiving prospective consumer by false adverts, not to supply goods properly in exchange of price, to manufacture counterfeits, to sell expired products, to mislead the consumer about the content of the package etc.

According to the information provided by the DNCRP, till the date of 5 November 2015, more than 54450 commercial organizations have been brought under supervision under the mechanisms of this act.

Under the CRP Act of 2009, 14808 commercial establishments have been fined and an accrued sum of more than 11 crores has been collected thereof. Additionally, the 177 complainants have received 25% of the punitive damages, a total of more than 4 lacs taka.    

When contacted by Law & Our Rights, The Daily Star, Mr. Huq expressed his gratitude towards the DNCRP for recognition of consumer rights and taking requisite action against perpetrators. He also opined that it must be consumers who should be more aware of their rights and they should necessarily report to authority for measures to be taken against wrongdoers.

The consumer, as defined earlier under the CRP Act of 2009, is entitled to file a complaint within thirty days of the incident. The complainant has to mention his/ her full name, name of parents, address/phone number/ email and profession during lodging of the grievence.

The writer is a student of law, University of London.

Contact Information:

Directorate of National Consumer Rights Protection 
Ministry of Commerce
1, Karwan Bazaar(TCB Bhaban- 8th floor), Dhaka- 1215
Phone/fax : 88-02-8189425, 88-02-8189045 
Complaint hotline: 01777753668
Email: dncrp@yahoo.com