Impact on Consumers

CERC has always actively advocated for the formulation and/or modification of policies, standards and laws which would strengthen consumer protection. Projects/programs/activities, surveys undertaken for research and advocacy, product testing for safety aspects, generate information which can be used to educate and empower consumers as well as shared with Govt departments, Regulators and NSB for making/amending policies & Standards. Over the years, CERC has delivered the following impact:

Improved Product Safety

CERC has been commissioned time and again to study the Regulations and Enforcement practices regarding the Safety of consumer products in India. Recommendations made to the Ministry of Consumer Affairs, Govt of India, regarding the safety of consumer products, including withdrawal and recall practices and policies has been instrumental in enhancing the reliability and safety of consumer goods and services.CERC laboratory tests products following Indian and international standards. They also devise test programmes including safety, quality, performance, and convenience of use, which have influenced Standards and regulations.

Economic Benefits

Promoting fair practices and fair competition, ensuring product quality and safety, and providing strong redressal mechanisms, protection from misleading advertisement & ultimately leading to increased consumer confidence and a more transparent marketplace by reducing market inefficiencies, and fostering trust, CERC has delivered huge economic benefits for consumers in India.

Environmental and Social Impact

CERC has delivered significant social and environmental impacts by empowering consumers, promoting sustainable practices, and advocating for fair and ethical business practices, ultimately leading to a more equitable and sustainable society.

Impact on National and International Consumer Awareness

CERC's work has had a significant impact on consumer protection efforts in India and globally through several key activities:

Influencing Legislation

CERC has historically played a vital role in the drafting and implementation of landmark consumer protection laws in India, such as the Consumer Protection Act of 1986. Later when the act was revisited, we were again involved deeply in the process which resulted in CERC’s suggestions being included in the Consumer Protection Act 2019.

Global Collaboration

By being a member of international bodies like Consumers International, CERC contributes to and learns from global consumer protection movements. This collaboration helps CERC advocate for universal consumer rights and share best practices on issues that transcend national borders, such as product safety standards and sustainable consumption.

Our Partners

CERC's Role in Improving Consumers' Lives

CERC improves consumers' lives by offering a 360-degree service that goes beyond simple complaint resolution:

Grievance Redressal:

It provides a platform for mediation and litigation, helping consumers resolve issues with faulty products or deficient services that they cannot handle on their own. CERC’s legal team provides advice and even represents consumers in court, offering a crucial lifeline to those who lack the means or legal knowledge to fight for their rights.

Education and Awareness:

CERC empowers consumers with the knowledge to make better decisions. Through publications, workshops, and digital media, it educates people on their rights, product safety, and how to identify scams and misleading claims.

Promoting Fair Practices:

By advocating for stronger laws and regulations, CERC works to improve the entire system, ensuring that businesses operate ethically. This systemic change has a lasting impact, leading to safer products and more transparent services for everyone.

The Gap CERC Fills

CERC fills a critical gap in society by acting as an independent watchdog and a resource center for consumer issues that are often too complex, time-consuming, or intimidating for individuals to resolve.

Credible Information:

Most consumers do not have the expertise or resources to test a product’s safety or validity. CERC’s research and testing fills this gap by providing credible, independent data that helps consumers make informed decisions, especially concerning product safety and quality.

Legal and Financial Barriers:

Many consumers are hesitant to take on large corporations due to the high cost of legal fees and the complexity of the legal system. CERC offers affordable, expert legal assistance and handles litigation on behalf of consumers, making justice accessible.

Advocacy and Policy Influence:

An individual’s complaint often has limited impact. CERC, however, aggregates consumer complaints and uses its research to identify systemic issues. It then uses this evidence to advocate for policy changes with government bodies, ensuring that the problems faced by many are addressed at a systemic level. This collective action is a gap that individuals cannot fill on their own.

Defining Chapters of our Journey

1978

Consumer Education and Research Centre (CERC) was registered as a public charitable trust. Founders challenged a proposed bus fare hike, which the Gujarat High Court later declared illegal.

1981

CERC moved into new premises at Thakorebhai Desai Smarak Bhavan. Aggressive campaigning led to the de-notification of a corrupt Public Health Analyst in Gujarat.

1982

CERC formulated a draft Dam Safety Bill. They also took up the landmark dog bite case when LIC rejected a claim because the death occurred on the 92nd day, exceeding the policy's 90-day clause for Double Accident Benefit.

1983

CERC participated in the Bureau of Indian Standards' Cosmetic Sectional Committee, raising critical issues about asbestos in talc (linked to lung cancer) and advocating for more ethical animal testing practices.

1984

CERC received the Shri Pravinchandra V. Gandhi Endowment Award for outstanding contribution to consumer protection.

1985

Amendments to the MRTP Act, 1969, introduced provisions on Unfair Trade Practices, providing a quick, inexpensive remedy for consumers.

1986

India enacted the Consumer Protection Act, 1986, providing for the establishment of quick, inexpensive Redressal Machinery at District, State, and National levels. CERC promoted the Consumer Education and Research Society (CERS) to handle complaints, legal, and action-oriented activities. LIC issued an ex-gratia payment of Rs. 35,000 to Joitiben Patel for the dog bite case after initial denial and vigorous challenge by CERC.

1988

IDBI, ICICI, and IFCI sanctioned Rs. 107 lakhs to CERC to establish the first organized consumer product testing laboratory on such a scale in India run by a consumer group.

1990

Prof. Manubhai Shah, Managing Trustee, received the 1st prize for excellence in Consumer Protection Programmes from the then Prime Minister.

1992

CERC moved to its new, 10,000 sq. meters campus, 'Suraksha Sankool,' at Thaltej, Ahmedabad.

1994

CERC inaugurated its Testing Lab.

1998

CERC began publishing INSIGHT – The Consumer Magazine.

2001

Following CERS's findings on poor-quality market clinical thermometers, the Ministry instructed the BIS to make IS certification mandatory.

2002

The in-house CERC lab was recognized by the Commissioner, Food & Drug Control Administration, Gujarat, to test certain drugs, making its findings valid in a court of law as per the Drugs & Cosmetics Act. CERC was also recognized as a node by the Ministry of Environment, Forest and Climate Change (MoEF&CC) under the ENVIS Capacity Enhancement Program.

2003

CERC completed 25 years of service.

2004

CERC received The John Kennedy International Award for Consumer Education.

2006

The CERC laboratory was recognized by the Government of Gujarat as an Appropriate Laboratory for two years.

2008

The Gujarat State Consumer Helpline was installed at CERC.

2017

Dr. V.G. Patel was honored with the Padma Shri by the Government of India. CERC launched the IKEA Project (2017–2019) and a two-year project on the 'Study of Misleading Advertisements' (2017–2019) for the Department of Consumer Affairs (DoCA), becoming the first VCO in India to file class-action lawsuits against seven major companies for false claims.

2018

CERC partnered with Nutrition International (NI) on a project (2018–2021) to increase the availability of adequately iodized salt. Dr. V.G. Patel's efforts led to Consumer Protection being recognized as a CSR Activity.

2022

CERC acquired its own new, significantly expanded 10,000 sq. ft. office in Sakar-II building for laboratory, mediation, litigation, and advocacy.

2023

CERC was Elected to the Consumers International (CI) Council, representing India and Southeast Asia.

2024

The old helpline was transferred to the Government, and CERC launched its new dedicated consumer helpline: 1800 233 0332. The CEO was appointed as the sole Indian Trustee on CI's 8-member Board and appointed to the Governing Board of BIS, New Delhi. The CEO also spoke at the first OECD Consumer Policy Ministerial meeting in Paris and the WTO Public Forum in Geneva.

2025

CERC, as part of the CI delegation, helped pass a new Product Safety resolution at the 9th UN Conference on Competition and Consumer Protection in Geneva.