To usher in uniformity and simplicity in the procedures being adopted by the consumer courts around the country, the National Consumer Disputes Redressal Commission has recently notified the Consumer Protection Regulations, 2005. By insisting on consumer courts following these Regulations, consumers can ensure that consumer courts function in accordance with the spirit of the Consumer Protection Act and provide a parallel justice system that is truly meant for the common man.

The Regulations, for example, say that complaints filed by senior citizens, widows, persons who are physically challenged or suffering from serious ailments be disposed of on a priority basis. It also says that the consumer forum shall show proper respect and courtesy to complainants who appear in person and shall provide separate accommodation in the hall (or where the hearing takes place) for their convenience.

In order to ensure that courts do not resort to complicated procedures, the Regulations say that in all proceedings before the consumer forum, endeavour shall be made by the parties and their counsel to avoid the use of provisions of the Code of Civil Procedure, 1908. Similarly, it stipulates that the orders of the Consumer Forum shall be as short and precise as practicable and unnecessary, long quotations from the judgements of the higher courts shall be avoided. And, the final order should be passed within 15 days of the conclusion of the arguments, the Regulations say. This is an extremely important regulation because in many consumer courts around the country, courts are known to delay inordinately, the passing of the order even after conclusion of the hearing.

The Regulations also specify how the dispute redressal halls should be, so that they do not give the appearance of a regular court of law. In keeping with the informal settings required, it says that “A consumer forum, being not a regular court, shall have the arrangements so as to depict it is distinct from a court”. It, therefore, suggests that in the hall in which the consumer forum shall hear the parties, the dais may not be kept more than 30 cm in height than the place earmarked for the parties to occupy. The chairs used by the president and the members of the forum need not have high backs and their clothes should be simple and should not give an appearance of a judge of a high court or a district court.

If followed scrupulously, these Regulations can really bring about the desired results.