Pankaj Agrawala asks Industry to adopt consumer friendly agenda

New Delhi, October 18, 2013: Secretary, Department of Consumer Affairs, Pankaj Agrawala has asked the industry to adopt consumer friendly agenda. Businesses need to keep consumers informed about the options available which would result in better and rational the choices being made.

Addressing a workshop on “Consumers as Stakeholders in responsible business “organized by the National Consumer Helpline and Consumer VOICE ,a voluntary organization working to promote consumer here today. He said that terms and conditions, with respect to consumer product and services, safeguard the interests of consumers and the laws present in India have provided the necessary framework for the same. He presented the policy-makers view-point as to what businesses can do better to be consumer friendly in his address.

Agrawal stressed that dialogue and MoUs with companies will pay rich dividends in resolving consumer disputes by shaping a partnership between the stakeholders. The culture of class action suits needs to be promoted in India. He went on to say that necessary amendments need to be brought in the legislation. Product recall is another area which needs special attention and which is being looked at in the consumer policy. He said the institutional set-up needs to be strengthened in order to empower consumers.

This workshop was organized to focus on challenges involved in implementing consumer centric business policy effectively and to analyze the future needs and requirements to create responsible business practices. The India Institute of Corporate affairs (IICA) and Gesellschaft Fur Internationale Zusammenarbeit (GIZ) played a vital role as knowledge partners.

Earlier, Prof. Sri Ram Khanna (Principal Investigator NCH) welcomed the Speakers and Delegates to the Workshop. He shed light on why responsible business behavior should aim at consumers’ welfare and consumers must be treated with respect. He also spoke about the contribution of Consumer VOICE and National Consumer Helpline in empowering consumers. Dr. G.Sundaram, Chairman of VOICE society, delivered the Delegate’s Address in which he spoke on the inadequacies in the consumer market from the corporate angle. Although companies pay lip-service to consumer concerns, but in reality it is far from this.

The Chief Guest of the event, Prof. I.M.Pandey, spoke on how stakeholder approach of business management needs to go beyond being responsible to shareholders. A balanced perspective for social responsible behavior would integrate interests of all stakeholders including consumers. Manoj Arora, Additional Director General; DEGP ,Ministry of Finance also shared his views and brought in a new perspective by focusing not just on consumers but also on consumption and its implications on environmental sustainability. The relationship between consumers and businesses can be viewed as a spectrum where consumers can be treated solely as a source of profit for businesses; as a partner in business or as a collaborative in a sustainable economy.

In the Keynote Address, Manfred Haebig from GIZ, elaborated on the three P’s of business responsibility – planet, people and profits. Sustainability is a very important factor in the interests of consumers. Choices made by consumers need to be responsible in order to bring positive changes and growth.

There were four technical sessions chaired by eminent personalities of IICA ,Business Foundation Group, FICCI and Joint Secretary ,Department of Consumer Affairs. From Corporate world representatives of ICICI Lombard, Pepsi ,SBI life, HDFC Bank , L’Oreal and Coca Cola presented their Views. Also Experts from CUTS International , GRI Focal Point of India ,CII-ITC center of Excellence for sustainable development contributed their valuable feedback..Focusing on resolving Consumer Disputes through Meditation, legal expert Justice Mehta from department of Justice & LA Govt. of India expressed their views and also Advertisement standards council of India (ASCI) representative gave briefing on misleading advertisement affecting Consumers.

The workshop was attended by the diverse group of professionals from corporate houses, legal cell, NGO’s, Academicians, Industry experts, Mediation Groups and Government Officials. After the sessions Manoj Parida Joint Secretary, Department of Consumer Affairs launched NCH-CV mobile application.  (Source: PIB)