In this post, we have provided the complete syllabus for Gauhati University BCom 6th Semester (CBCS Pattern) Consumer Affairs and Customer Care (COM-DSE-HC-6036B). This course helps students understand consumer rights, legal frameworks, grievance redress mechanisms, and the role of regulatory bodies in protecting consumer interests.
Gauhati University BCom 6th Semester Consumer Affairs and Customer Care Syllabus
Course Details
Marks: 100
Credit: 6
Lectures: 65
Objective
The course aims to:
- Familiarize students with consumer rights and their legal protection.
- Explain grievance redress mechanisms available to consumers.
- Highlight the role of businesses and regulatory agencies in ensuring product and service quality.
- Enable students to understand the consumer-business-government relationship.
Unit-Wise Syllabus
Unit 1: Conceptual Framework (13 Lectures)
1. Consumer and Markets
- Concept of a Consumer
- Nature of Markets
- Pricing in Retail and Wholesale
- Maximum Retail Price (MRP) and Local Taxes
- Fair Price, Labeling, and Packaging
2. Experiencing and Voicing Dissatisfaction
- Consumer Satisfaction vs. Dissatisfaction
- Consumer Grievances and Complaints
- Consumer Complaining Behavior
- Alternatives for Dissatisfied Consumers (Internal and External)
3. Complaint Handling Mechanisms
- Corporate Redress Systems
- Public Redress Systems
Unit 2: The Consumer Protection Act, 1986 (CPA) (13 Lectures)
1. Objectives and Basic Concepts
- Definitions: Consumer, Goods, Services
- Defects in Goods and Deficiency in Services
- Spurious Goods and Services
- Unfair and Restrictive Trade Practices
2. Organizational Set-up Under CPA
- Advisory Bodies: Consumer Protection Councils (Central, State, District)
- Basic Consumer Rights
- Adjudicatory Bodies:
- District Forums
- State Commissions
- National Commission (Composition, Powers, Jurisdiction)
- Role of the Supreme Court in Consumer Protection
Unit 3: Grievance Redress Mechanism under CPA (13 Lectures)
1. Consumer Complaint Process
- Who Can File a Complaint?
- Grounds for Filing a Complaint
- Limitation Period for Filing
- Procedure for Filing and Hearing Complaints
- Disposal of Cases and Relief Available
- Temporary Injunction and Enforcement of Orders
- Appeals, Frivolous Complaints, and Penalties
2. Leading Consumer Cases
- Medical Negligence
- Banking
- Insurance
- Housing & Real Estate
- Electricity, Water, and Telecom Services
- Education
- Defective Products
- Unfair Trade Practices
Unit 4: Industry Regulators and Consumer Complaint Redress Mechanism (13 Lectures)
Regulatory Bodies in Various Sectors
- Banking: RBI and Banking Ombudsman
- Insurance: IRDA and Insurance Ombudsman
- Telecommunication: TRAI (Telecom Regulatory Authority of India)
- Food Products: FSSAI (Food Safety and Standards Authority of India)
- Electricity Supply: Electricity Regulatory Commission
- Advertising Standards: ASCI (Advertising Standards Council of India)
Unit 5: Consumer Protection in India (13 Lectures)
1. Consumer Movement in India
- Evolution of Consumer Movement
- Formation and Role of Consumer Organizations
- Recent Developments in Consumer Protection
- National Consumer Helpline
- Citizen’s Charter
- Product Testing
2. Quality and Standardization
- Voluntary vs. Mandatory Standards
- Role of BIS (Bureau of Indian Standards)
- Certification Marks:
- ISI Mark (Industrial Products)
- Agmark (Agricultural Products)
- Hallmarking (Gold & Silver Jewelry)
- Licensing and Surveillance
- Overview of ISO (International Organization for Standardization)
Suggested Readings
- Consumer Affairs – Khanna, Sri Ram, Savita Hanspal, Sheetal Kapoor, and H.K. Awasthi (Delhi University Publication, 2007)
- Consumer Protection: Law and Practice – Aggarwal, V.K. (5th Edition, Bharat Law House, 2003)
- Consumer Rights for Everyone – Pushpa Girimaji (Penguin Books, 2002)
- The Consumer and Corporate Accountability – Ralph Nader (Harcourt Brace Jovanovich, Inc., USA, 1973)
- Consumer Protection and Grievance Redress in India: A Study of the Insurance Industry – Deepa Sharma (LAP LAMBERT Academic Publishing GmbH, 2011)
- Empowering Consumers e-Book – Available at www.consumeraffairs.nic.in
- BIS e-Book – Available at www.bis.org
- The Consumer Protection Act, 1986
Also Explore: Gauhati University BCom 6th Semester Notes & Papers
Conclusion
This course provides a comprehensive understanding of consumer rights, laws, and protection mechanisms in India. It covers various legal frameworks, grievance redress systems, and industry regulations that ensure fair trade practices and consumer safety. By the end of this course, students will be able to navigate consumer issues effectively and utilize available protection mechanisms.
For more study materials and updates, visit The Treasure Notes.