A new year always begins with a lot of hope and expectations. The year 2006 is no different. What will it unfold for consumers? There may not be a crystal ball before us, but looking at the year gone by, one can make certain predictions. And considering that the year 2005 was an action-packed year for consumers, I am quite optimistic about 2006 being as good or even better.

Let me share with you the basis for this optimism ? some of the important events of last year. I would put first on the list, the setting up of a 24-hour toll free national consumer helpline that was inaugurated on March 15. The advantage to consumers from the helpline is enormous. They can call from anywhere in the country to seek information or guidance on resolving their complaints and they do not have to pay any telephone charge for that call. Sponsored by the Union ministry of consumer affairs and run by the department of commerce, Delhi University, the toll-free line (1600-11-4000) is really a boon for Indian consumers. And the experience of the past year is helping the department of commerce to improve the service further in 2006.

Another notable development during 2005 was the setting up of a Consumer Online Resource and Empowerment Centre (CORE). Also sponsored by the ministry of consumer affairs, but managed by the Consumer Coordination Council (CCC), a coalition of consumer protection groups, the project aims at a comprehensive national resource centre on consumer issues.

An equally important event was the launching of the hallmarking scheme for silver by the Bureau of Indian Standards (BIS) in October 2005. Ever since BIS introduced hallmarking for gold jewellery, there was a demand for similar third party authentication of quality for silver. So far three assaying centres for testing and hallmarking of silver have been recognised ? two in Delhi and one in Ahmedabad. One jeweller has taken the licence in Kolhapur in Maharashtra. The scheme is expected to grow and gain more popularity in 2006.

On December 24, the National Consumer Day, the consumer affairs ministry initiated yet again, a plan of action to get the trade and industry to set up an effective alternate system of consumer complaint resolution, on the lines of the “Better Business Bureaus” in the US and Canada. This is not the first time that the government is making such an effort, but this time too, the response from the industry was lukewarm. But the ministry is quite determined to take it further this year.