State of Consumer Safety in India 2016 State of Consumer Safety in India 2016 Published by: Consumer Untiy & Trust Society D-217, Bhaskar Marg, Bani Park, Jaipur 302016 Ph: 91-141-2282821, Fax: 91-141-2282485 Email: [email protected] Web: www.cuts-international.org Supported by: Department of Consumer Affairs Ministry of Consumer Affairs Food & Public Distribution Government of India Printed by: M S Printer, Jaipur ISBN 978-81-8257-251-5 © CUTS, 2017 The material in this publication may be reproduced in whole or in part and in any form for education or non- profit uses, without special permission from the copyright holders, provided acknowledgment of the source is made. The publishers would appreciate receiving a copy of any publication, which uses this publication as a source. No use of this publication may be made for resale or other commercial purposes without prior written permission of CUTS. #1706 Contents Abbreviations ........................................................................................................................... i Foreword ................................................................................................................................. v Preface .................................................................................................................................. vii Overview & Acknowledgements............................................................................................ ix Note on Contributors ............................................................................................................. xi Executive Summary .............................................................................................................. xiii 1. Safety of Consumers: Health Sector ................................................................................. 1 Healthcare System and Reforms ...................................................................................... 1 National Health Mission and Public Health Standards ..................................................... 3 Challenges in Health Sector ............................................................................................. 4 Consumers’ Perception on Safety in Government and Private Hospitals .......................... 6 Medical Negligence, Consumer Protection Act and Education Pattern ............................ 7 Standard Treatment Guidelines ...................................................................................... 14 Comprehensive Health Insurance .................................................................................. 23 Recommendations .......................................................................................................... 29 Conclusion ..................................................................................................................... 29 2. Safety of Consumers: Housing Sector ............................................................................. 33 Affordable Housing in India ........................................................................................... 33 Housing Safety, Consumer Rights and Socio-economic Growth .................................... 34 Real Estate Act – Provisions for Consumer Safety.......................................................... 36 Fire Safety in Buildings: Provisions and Challenges......................................................... 46 Indian Standards vis-à-vis International Standards .......................................................... 41 Conclusion ..................................................................................................................... 59 3. Safety of Consumers: Amusement Sector ....................................................................... 63 Amusement Ride Safety and Standards .......................................................................... 63 Common Public Amusement Services in India ................................................................ 64 Amusement Services Safety: Legislations, Regulations and Implementation ................... 70 Safety in Developed Countries ....................................................................................... 76 Consumer Protection Act and Amusement Services ....................................................... 77 Recommendations .......................................................................................................... 80 Conclusion ..................................................................................................................... 82 4. Safety of Consumers: Power Sector ................................................................................ 85 Electricity and Gas: Essential Components of Life ......................................................... 85 Provision of Earth Terminals .......................................................................................... 88 Energy Safety Acts and Regulations ............................................................................... 94 Electricity: Recommendations ........................................................................................ 97 Role of Petroleum and Natural Gas Regulatory Board ................................................... 97 Consumer Rights under Consumer Protection Act ...................................................... 103 Consumer Services in Energy Sector ............................................................................ 104 Gas Sector: Conclusion ................................................................................................ 105 5. Safety of Consumers: Transport Sector ........................................................................ 107 Infrastructure Development in India ............................................................................ 107 Aviation Sector and its Contribution to Economy ........................................................ 107 Consumer Services and Challenges in Aviation Sector ................................................. 111 Consumer Safety in Railways: Issues and Initiatives ..................................................... 117 Roadways as Most Affordable Means of Transport and its Role in Economy ............. 125 Road Accidents and Government’s Move to Ensure Safety .......................................... 127 Recommendations ........................................................................................................ 135 Conclusion ................................................................................................................... 136 6. Consumer Safety in Public Utilities: Survey Report ...................................................... 139 Annexure 1: Consumer Safety and Consumer Courts.......................................................... 223 List of Tables, Figures and Boxes Table 1.1: Medical Stores Monitored and Supervised for Quality Check ........................... 22 Table 2.1: Occurrence of Fire Accidents at Various Places ................................................ 37 Table 2.2: Major Causes of Fire......................................................................................... 37 Table 2.3: Provision of Fire Safety in Buildings .................................................................. 38 Table 2.4: State-wise Age of the House ............................................................................. 44 Table 2.5: Rating on the Builders/Contractor’s Work ........................................................ 45 Table 2.6: Provision of Earthquake Safety in Building ........................................................ 45 Table 2.7: Tips for Safe Operation of Elevators ................................................................. 58 Table 3.1: Revenue of Amusement Parks/Theme Parks in India ......................................... 65 Table 3.2: Amusement Attraction Injuries by Age in US .................................................... 69 Table 3.3: Consumers Opinion on Presence of Life Guards ............................................... 74 Table 3.4: Consumers view on Reading and Following Instructions Displayed in Amusement Park for Visitors ........................................................ 79 Table 3.5: Consumer Response Regarding Reading Instructions in Amusement Park ....... 80 Table 4.1: Installed Power Capacity across the Country in MWS ...................................... 86 Table 4.2: Indian States with Highest Installed Capacity ................................................... 87 Table 4.3: Comparison of Human and Animal Deaths ....................................................... 92 Table 4.4: Government Acts and Regulations for Safety of Consumers ............................. 95 Table 4.5: Satisfaction Status of Consumers ..................................................................... 101 Table 5.1: Foreign Direct Investment Policy in Airports .................................................. 110 Table 5.2: FDI Policy: Air Transport Services .................................................................. 110 Table 5.3: Public Opinion on Safety Measures taken by the Service Provider .................. 112 Table 5.4: Maintenance and Safety at Airports ................................................................ 114 Table 5.5: Various Causes of Accidents ........................................................................... 119 Table 5.6: Factors Responsible for Railway Accidents ...................................................