We understand that you have formed the Consumer Protection Authority?

Yes. We have also authorized courts to handle not just individual complaints but complaints pertaining to a batch of products. The courts earlier did not have such authority. For instance, if a bottle of water is poor in quality, chances are that the entire batch has poor quality water. Now the entire batch can be looked into. The CPA will have various departments to cater to the consumers. It will have wide ranging powers. For example if a builder promises you a ready-to-move-in house in 3 years, but fails to do so, the CPA will have powers to investigate. Investigation results will be submitted to the National Forum, but the CPA will be empowered to take action against the offender. Cases of unfair trade practice and false advertising will be addressed as well.

Improper services by hospitals, airlines and other organizations will also be investigated by the CPA.

How do you enhance awareness among consumers about their rights and responsibilities?

Currently, we have a campaign “Jago Grahak Jago’ running but I feel there is great need for more aggressive campaigning at every level. For example, the gold and silver is brought by even the poor and people are unaware of the quality of gold in terms of carats. In some cases the consumer is given gold of 9 carats but is charged for 10 carat gold. Although there is hallmarking, it is not mandatory. We have made modification in the BIS also; we have placed it in Parliament as well. The Bureau of Indian Standards Act 1986 has been completely changed. Prime Minister has introduced ‘Make in India’, how will it work if there are no proper standards, which is why the changes in BIS were necessary.

What is your personal vision and mission for the Department of Consumer Affairs?

I want this department to become the strongest it has ever been in its history. I have been very fortunate that until now wherever I have been, I have made a difference to that department and taken it to the top. While with the Labour and Welfare Ministry I had to handle at the time what are 6 different departments today. The workload was enormous, as you can imagine. It was a very important portfolio. While with the Ministry of Railways I introduced 6 new railway zones, taking the number of railways zones to 10 in India. While in the Communications and IT Ministry, I realized that consumers were being charged Rs 16 per minute for outgoing calls, and even incoming calls were being charged.