Either grumble and suffer or fight it out
Consumer alert
By M.R. Pai

WHEN a consumer gets a raw deal by way of shoddy goods or poor service, the tendency is to grumble and forget about it. What is worse is the Jane do (let it go) mentality which is all pervasive, and which has made the average consumer the worst enemy of the consumer movement.

The consumer should overcome the Jane do mentality by proper reasoning.

Excuse no. 1: "It is no use complaining. Nothing happens". This is the most common excuse which consumers trot up. Because every one takes up this attitude, things have gone from bad to worse in the country for the consumers. A little activism helps.

A lady doctor who was injured in a bus accident demanded compensation from the state transport company which refused this claim. She was advised to go to the consumer court, which she did, wondering whether it is worth it. To her surprise, contrary to her fears, the consumer court ruled in her favour. Not only that, the judgement will make the state transport operators more careful in future, thus ensuring a better deal for all passengers.

Many a times, the consumer who complains does not benefit in any way, but his efforts will be rewarded in that other consumers will not have to suffer likewise.

Excuse no. 2: Where is the time to fight over every matter?" This is another common excuse. People have time for watching TV, idle talk or ‘guppa’, but not to fight for their legitimate rights. In the fast changing world, one has to find some time every day to fight for one’s rights. The alternative is unnecessary suffering.

Excuse no. 3: "I am a single individual. How can I fight against a mighty organisation?" Many consumers will soon be joined by others and together they represent a great force. Although we are all individually like ciphers, when the number 1 (that is, public interest) is put in front of zeros, all zeros acquire strength. AO becomes 10, and every additional O adds to the value of the figure.

Excuse no. 4: "I am not a lawyer. I do not know rules and regulations. How can I fight for my rights?" The basis of all law is commonsence, and, therefore, it is not difficult to assert one’s rights. If necessary, the local consumer organisation can help you.

Excuse no. 5: "Court fights and litigation are expensive. I have neither time nor resources for such fights." Litigation is indeed frightening for a common man in view of costs, adjournments, delays, appeals and above all the time involved in running around. But courts are not the only remedy. There are many other easy cost and time effective remedies. Some of these non-legal remedies are detailed is subsequent articles in this series.

What is required is the mindset of fighting for one’s rights instead of merely grumbling. The alternatives are clear: either grumble and suffer as a consumer, or fight and usher in a consumer friendly world.