Guidelines for Consumers

  • Check before purchase whether component parts, ingredients, quality, or date of manufacture and expiry are mentioned on the packaging of the product(s)
  • Insist about exhibition/displaying of rate list/price catalogue of product(s) at the prominent space of business place
  • Always get receipt of product(s) purchased
  • Insist about disclosure of the capabilities or qualifications of the provider of the service or the quality of the products that he intends to use for provision of the service
  • Return and refund policy of a seller shall be disclosed to the buyer clearly before the transaction is completed by means of a sign at the point of purchase

Guidelines for Consumers for Filing Complaints/Claims

Before Authority / DC

  • Any person may file a complaint for violation of provision of following Sections of the Act before the Authority/DC who, on being satisfied that such is the case, fine the violator that may extend to PKR 50,000 (Rupees fifty thousand only):
    • Section- 11: Duty of disclosure regarding Products
    • Section- 16: Duty of disclosure regarding Services
    • Section- 18: Prices to be exhibited at the business place
    • Section- 19: Receipt to be issued to the purchaser

Note: No legal notice is required for filing complaints before Authority.

Before Consumer Court

  • The Consumer may also file case / claim before Consumer Court which is headed by the District & Session Judge / Additional District & Session Judge. The violator may be punished by the Court, with imprisonment which may extend to two years or with fine which may extend to Rs.100, 000/- (Rupees one lac only) or with both in addition to damages or compensation as may be determined by the Court
  • The way to file case / claim before Consumer Court is as under:
    • Serve a fifteen (15) days legal notice on plain paper, to the provider of defective product(s) or faulty service(s), as the case may be, stating therein that he / she / they will redress the damage suffered by him / her / them and consequently pay damages to the consumer within fifteen days of receipt of legal notice, otherwise the consumer may file a claim for redressal of his / her / their grievance before Consumer Court
    • Legal notice should be served, to the manufacturers / sellers of product(s) and to the service provider, in case of provision of service, especially through registered post / mail, along-with acknowledgement
    • If matter is not resolved through legal notice, then consumer may file a case / claim on plain paper for redressal of his / her / their grievance before the Consumer Court within subsequent fifteen days
    • Case / claim may be filed by the consumer himself / herself / themself or through a Lawyer
    • No Court fee is required for filing claim before Consumer Court