Guidelines for Consumers

Satisfied Consumers — Prosperous Society

A prosperous society depends on the collective well-being and satisfaction of its members. Throughout history, human beings have relied on one another for the necessities of life, forming societies where mutual dependence fosters harmony and growth. Every individual contributes to society through their chosen profession, whether by providing services such as medical, legal, educational, or technical support or by engaging in trade, agriculture, manufacturing, or other industries.

In essence, we are all consumers, utilizing various products and services in our daily lives. Ensuring the protection of consumer rights is crucial for fostering trust, accountability, and fairness in society. When everyone fulfills their obligations responsibly and adheres to societal norms, it paves the way for a peaceful and prosperous community.

Consumer Rights

An ideal society values and protects consumer rights. In 1985, the United Nations adopted Resolution No. 39/248, which outlines eight fundamental consumer rights:

1. Right to Protection: Safeguarding consumers from hazardous goods and services.
2. Right to Representation: Ensuring consumer interests are represented in policymaking.
3. Right to Compensation: Providing remedies for unfair practices or defective products.
4. Right to Information: Guaranteeing access to accurate and relevant product and service information.
5. Right to a Healthy Environment: Promoting sustainable and safe environmental practices.
6. Right to Choose: Offering a variety of options for consumers to select freely.
7. Right to Basic Necessities: Ensuring access to essential goods and services.
8. Right to Education: Empowering consumers through knowledge about their rights and responsibilities.

Consumer Protection in Pakistan

As a member of the United Nations, Pakistan has adopted these principles. Provincial governments are responsible for implementing consumer protection laws. Consumers across the country are encouraged to actively safeguard their rights by adhering to these guidelines:

• Check product details: Always verify manufacturing and expiry dates.
• Inspect ingredients: Review component parts of products before purchasing.
• Demand transparency: Insist on price lists or rate catalogues.
• Keep receipts: Always obtain and retain proof of purchase.
• Verify service providers: Confirm the qualifications and capabilities of service providers and ensure quality standards.

Legal Remedies for Consumers

If a service provider or seller fails to fulfill these basic consumer rights, consumers have the following options:

1. Serve a Legal Notice: Notify the service provider or seller in writing within 15 days, detailing the issue and requesting redress. This legal notice should be sent via registered post or courier, and copies should be retained for reference.
2. File a Claim: If the grievance is not resolved, consumers can approach the Consumer Court with the following documents:
   • A copy of the legal notice
   • Proof of postage (registered post/courier receipt)
   • Copies of purchase receipts or relevant documents
   • National identity card copy
3. Claim for Damages: Consumers may represent themselves or engage a lawyer to seek damages for losses incurred due to faulty products or services. Lawyer fees can be reimbursed if the claim is decided in the consumer’s favor.
4. Timeframe for Resolution: The Consumer Court is mandated to resolve claims within six months of serving summons to the respondent.

References from the Holy Quran Regarding Consumer Protection

Islam emphasizes fairness and justice in all transactions. The following Quranic verses underscore the importance of consumer protection:

1. Surah Al-Baqarah (2:282): Encourages documenting transactions and ensuring justice in dealings.
2. Surah Al-An’am (6:152): Advises giving full measure and weight with justice.
3. Surah Hud (11:85): Warns against withholding from people what is rightfully theirs.
4. Surah Al-Isra (17:35): Advocates for fairness in weighing and measuring.
5. Surah Al-Rahman (55:7-9): Highlights the balance of justice as a divine principle.
6. Surah Al-Mutaffifin (83:1-3): Condemns fraudulent practices in trade.

By adhering to these principles and being proactive in safeguarding their rights, consumers can contribute to creating a more just and equitable society.