MEDICAL NEGLIGENCE
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MEDICAL NEGLIGENCE
ISSUES BEFORE THE PUBLIC
jXVOLUNTARY HEALTH ASSOCIATION OF INDIA
9 2-
MEDICAL NEGLIGENCE
... ISSUES BEFORE THE PUBLIC
Voluntary Health Association of India.
40, Institutional Area, South of I.I.T., (Near Qutab Hotel),
New Delhi - 110 016 Ph. : 668071, 668072, 665018, 655871, 652953
The information contained In this book Is complied from various
sources and every effort has been made to ensure Its accuracy. However,
we cannot take responsibility for any error or omissions made due to our
having to depend on secondary sources also. It Is extremely difficult to
obtain authentic Information easily from reliable sources and If there are any
omissions it merely highlights the urgency and the need to ensure easy
availability of unbiased information from official sources.
Information In this book Is for dissemination and discussion. Anybody
can use and reuse it through any medium provided proper acknowledgement
Is made to VHAI.
First Published October 1992
©Voluntary Health Association of India
40, Institutional Area
South of IIT
New Delhi 110016
Phone : 668071,668072, 665018, 655871, 652953
Cover Courtesy : Action, 'Food and Nutrition Issues" No. 4.
Printed at: VHAI, By Mr. Daya Ram.
ColJ I/O
COMMUNITY HEALTH CELL
326, V Main, I Block
Korambngala
Bangalore-560034
India
ACKNOWLEDGEMENTS
The major contribution in compilation of this report was done by
the PUBLIC POLICY DIVISION of V.H.A.I. We have pooled information
from several sources like Indian Express, The Illustrated Weekly
of India, Indian Medical Association(IMA) News Bulletin, The
Hindu, Health For The Millions and State of India's Health, a
VHAI publication, for illustrations. Our special thanks to the
Information and Documentation and Communication Divisions of
VHAI.
For "Salient Features of Consumer Protection Act, 1986" we have
depended heavily on 'Consumer and their Rights'authored by
T.Chacko and G.N. Khanna, Indian Social Institute, New Delhi.
Our sincere thanks to the entire Public Policy Division,
especially to Mr. Prabhakar Rao, Ms. Jessy George, Mr. Suresh
Chauhan, Ms. Fiona Dias, Mr. Sanjoy Sengupta, Mr. Vikramjit
Singh, Ms. Mini Sekharan and Mr. Raghunath Jha for their
secretarial and general assistance.
Our thanks to Dr. Mira Shiva, Head, Public Policy Division, and
various other Divisions of VHAI who have helped in the
compilation of this report.
New Delhi
Dr. Unnikrishnan P.V.
October,1992
Ms. Rama V. Baru
THE CONSUMER PROTECTION ACT (CPA), 1986
The issue of consumer rights has become an important issue during
the last couple of years. In 1989, for the first time in India,
the Consumer Protection Act (CPA), 1986, provided consumers a
forum for speedy redressal of their grievances ranging from
defective household appliances to medical services. The CPA is a
piece of comprehensive legislation and recognises six rights of
the consumer, namely:
- Right to Safety;
- Right to be informed;
- Right to choose;
- Right to be heard;
- Right to seek redressal; and
- Right to consumer education.
Consumers with complaints can approach commissions at the
district, state and central levels. There are no court fees and
the consumer does not have to go through lawyers.
Nearly 50,000 cases have already been taken to these courts and
it is heartening to note that over eighty percent of the cases
have been decided in favour of the consumers. Recent rulings in
two cases filed against the Cosmopolitan Hospital in Kerala has
brought medical services in the private sector within the ambit
of CPA. The Kerala State Commission awarded damages to the
complaints rejecting the hospital's argument that consumer courts
were not authorised to punish by law, complaints of poor medical
services.
ON APRIL 21, THE NATIONAL COMMISSION UPHELD THE KERALA
COMMISSION'S JUDGEMENT WHICH SPECIFICALLY STATED THAT MEDICAL
SERVICES WERE COVERED BY THE CONSUMER^PROTECTION ACT.
It pointed out that, in the Act "service" is defined as one of
any description made available to potential users with the
exception of service rendered free of charge or under a contract
of personal service.
Medical treatment involves a contract for
personal service, not one of personal services, which is excluded
under the CPA. The latter implies a relationship of master and
servant while the,former is an offer of technical services for a
fee.
Hon'ble Mr. Justice V. Balakrishna Eradi, President of the
National Consumer Disputes Redressal Commission in his judgement
said:
"
the activity of providing medical assistance for payment
carried on by hospitals and members of the medical profession
2
falls within the scope of the expression "service as defined in
section 2 (1) (0) of the Act and that in the event of ny
deficiency in the performance of such service the aggrieved party
can invoke the remedies provided under the Act by filing a
complaint before the Consumer Forum having jurisdiction."
SALIENT FEATURES OF THE CONSUMER PROTECTION ACT, 1986
gpmpla.jnt
Q. What constitutes a complaint?
Under the Act, a complaint means any allegation in writing
made
by a complainant in regard to one or more of the
following:
-
That he has suffered loss or damage as a result of any unfair
trade practices adopted by any trader.
-
That the goods mentioned in the complaint suffer from one or
more defects.
-
That services mentioned in the complaint suffer from
deficiencies in any respect.
-
That a trader has charged for the goods mentioned in the
complaint a price in excess of the price :
1. Fixed
by or under any law for the time being in force;
2. Displayed on goods; or
3. Displayed on any packet containing such goods.
Consumer Reliefs
Q. What are the reliefs available to consumers?
Depending on the facts and the nature of relief sought by the
consumer, the Redressal Forums may give orders for one or more
of the following reliefs:
a. removal of defects from the goods,
b. replacement of the goods,
o. refund of the price paid, or
d. award of compensation for the loss or injury suffered.
3.
There is no fee for filing appeal before the State Commission
or the National Commission.
Procedure for filing an appeal is the same as that of
complaint, except that the application should be accompanied
by the orders of the District Forum/State Commission as the,
case may be. Reasons for filing the appeal should be specified.
Consumer Protection Councils and Consumer Disputes Agencies
Q. Which is the apex-body which safeguards the rights of the
consumer?
The Central Consumer Protection Council is the highest body
which safeguards the rights of the consumers. It consists of
the minister incharge of the Department of Food and Civil
Supplies of the Government of India as its chairman, and such
number of other official and non-official members representing
such interests as may be prescribed.
Q.
What are objects
Council(CCPC)?
of
the
Central
Consumer
Protection
The objects of the Council are the following:
The Council is expected to promote and protect the rights of
consumers, such as the right to be protected against marketing
goods which are hazardous to life and property.
- The right to be informed about the quality, quantity, potency,
purity, standard and price of goods.
-
The right to be assured
competitive prices.
The right to be heard
access
to
a
variety
of
goods
at
at appropriate Forums.
-
The right to seek redressal against unfair trade practices or
unscrupulous exploitation of consumers.
-
The right to consumer education.
4
Q. Is there any such body in the states?
Yes.
On the same pattern and with the same objectives, a
consumer protection council at the State level is also
envisaged. It may come into existence by a notification issued
by the State Government. It may consist of such number of
members as may be specified by the State Government by
notification from time to time.
Q. What are the consumer dispute redrossal agencies and how do
they function
The Act envisages a three tier scheme for the redressal of
consumer disputes.
1. District Forum
There is a Consumer Disputes Redressal Forum known as District
Forum established by the State Government.
It consists of three persons:
a
a person who is or has been or is qualified to be a District
Judge nominated by State Government as its President.
b. a person
commerce.
of eminence
in the
field of
education,
trade
or
c. a lady social worker.
Its Jurisdiction:
The District Forum has jurisdiction to entertain complaintswhere
the
value of goods or service and 'the compensation if any,
claimed is less than rupees one lakh.
A complaint has to be instituted
whose local jurisdiction:
in the District Forum within
a. The opposite party or each of the opposite parties resides
or carries on business at the time of the institution of the
complaint, or
b. If anyone of the opposite parties does note live within the
jurisdiction of the District Forum, than either the permission
of the District Forum is to be obtained or the non-resident
parties agree to the institution of the complaint in the said
Forum.
c. The cause of action,
wholly or impart, arises.
5
Procedure on Receipt of Complaints;(Section 13)
a.
The District Forum sends a copy of the complaint to the
opposite party directing him to give his version of the case
within thirty days. An extension of 15 days may be granted.
b.
If the opposite party disputes the allegations made in the
complaint the District Forum takes appropriate steps, such as;
I.
Sending a sample of the defective goods obtained from the
complainant for laboratory test or analysis. Before the
sample is sent for analysis or test the District Forum may
ask the complainant to deposit a certain amount of money to
meet the laboratory expenses.
II.
Forwarding a copy of the laboratory report to the opposite
party.
III. If any of the parties disputes the correctness of the
findings, asking the disputant to submit its objections in
writing. After having heard both the parties the District
Forum makes appropriate orders.
c.
If the complaint is with regard to any services or with regard
to goods in respect of which the procedure specified above
cannot be followed, then the District Forum forwards a copy of
the complaint to the opposite party who has to respond to it
within 30 days. A 15 days extension may be granted.
If the opposite party denies or disputes the allegations or
fails to respond within the given time, the District Forum
proceeds to settle the matter on the strength of the available
evidence.
d.
The District Forum has power:
I.
to summon any defendant or witness
witness on oath;
II.
to discover and produce any document or other material
object producible as evidence;
and to examine the
III. to receive evidence or affidavits;
IV.
to requisition the report of the laboratory test analysis;
V.
to appoint any
witness, etc.
commission
for
the
examination
of
any
Finding of the District Forum:
If the District Forum is satisfied that the allegations contained
in the complaint about goods or services are proved, it shall
6
issue an order to the opposite party to take one or more of the
following steps, namely:
a. to remove the defect pointed out by the appropriate laboratory
from the goods in question;
b. to replace the goods with new goods
which shall be free from any defect;
of
similar description
c. to return to the complainant the price, or as the case may be,
' the charges paid by the complainant;
d. to pay such amount as may be awarded by it as compensation to
the consumer for any loss or injury suffered by the consumer
due to the negligence of the opposite party.
Appeal: Any person aggrieved by an order of the District Forum
may appeal against such order to the State Commission within a
period of 30 days from the date of the order.
II.
The State Commission
It consists of three persons:
a. A person who is or has been a judge of the High
appointed by the State Government, as its President,
Court,
b. Two other persons, one of who shall be a woman, who are known
for their ability, integrity and knowledge of economics law,
commerce, accountancy, industry or administration.
Its Jurisdiction
I.
J II.
To entertain complaints where the value of the goods or
services and compensation, if any, claimed exceeds rupees
one lakh, up to ten lakhs.
To entertain appeals against
Forum within the State.
the
orders
of
any
District
III. To call for the records and pass appropriate orders in any
consumer dispute which is pending before or has been decided
by any District Forum has failed to exercise
its
jurisdiction properly.
Procedure: The State Commission follows the same procedure as
that of the District Forum.
Appeal: An appeal against the order of the State Commission can
be preferred to the National Commission within 30 days of the
order issued by the State Commission.
7
III. National Commission
It consists of five members:
a. A person who is or has been a judge of the Supreme Court,
appointed by the Central Government as its President.
b. Four other members, one of whom shall be a woman, who are
persons known for their ability, integrity and knowledge of
economics, commerce, law, industry, public affairs or
administration.
Its Jurisdiction:
It has power:
a. to entertain complaints where the value of goods or services
and compensation, if any, claimed exceeds rupees ten lakhs;
b. to entertain appeal against the order of the State Commission;
c. to call for the records and pass appropriate orders in any
consumer dispute which is pending before or has been decided
by any State Commission where it appears
to the National
Commission that such State Commission has exercised a
jurisdiction not vested in it by law, or has failed to
exercise a jurisdiction as vested or has acted in the exercise
of its jurisdiction illegally or with material irregularity.
Procedure
Applicable
to the National Commission:
The National Commission has the power of a civil court as
specified in sub section (4) and (5) of section 13 and follows
such procedure as any be prescribed by the Central Government
(see Section 13 (d) above)
^Appeal: An appeal against the order of the National Commission
may be preferred to the Supreme Court within a period of 30 days.
8
MEDICAL SERVICES AND THE CONSUMER PROTECTION ACT
The inclusion of medical services under the purview of the
Consumer Protection Act (CPA) has opened up a major contraversy
between the professionals and patients.
While this issue is
being debated, it is important to look at why people are claiming
damages for medical negligence.
The reasons are rooted in the
present state of medical services in the country.
While the
fifties and sixties was the period of growth for public services,
during the sixties and seventies investments have not increased
very much. This has had a negative impact on the quality of
services in government hospitals and at the same time has
provided the space for the growth of private nursing homes and
hospitals.
The increase in private nursing homes and hospitals has converted
medical care which is a 'need' into a commodity, which can be
purchased over the counter. Like any other business, the medical
profession is increasingly being guided by the profit motive
rather than that of service.
Such a situation gives rise to
unethical practices and there have been a number of cases, both
reported and unreported, of misdiagnosis, unecessary testing and
surgeries from different parts of the country.
’’Private practice has become extremely commercial. There is no
attempt to check the-rampant
cut practice (Commissions doctors
pay one another for referrals) and expensive investigations like
CT Scans ordered without sufficient indications” says DR. SANJAY
NAGRAL., DEPT. OF SURGERY, KEM HOSPITAL, BOMBAY.
This kind of a trend has been well documented in the case of the
pharmaceutical industry which is known to persuade doctors to
prescribe certain types of drugs by offering commissions,
concessions and fancy gifts in the form of household luxuries to
trips abroad. Some of these drugs are not only irrational but
also extremely hazardous. Drugs banned in other parts of the
world still remain in third world countries like India.
9
DEADLY NEGLIGENCE ?
"My father spent one month in hospital. Specialists used to visit
him daily and told us it was nothing serious. We got the first
indication of his real situation just two hours before his death.
Out of the blue, the doctor told us that medical science could do
nothing more for my father. The other specialist refused to come
and visit him on his deathbed, saying he didn't work on Sundays.
What's so special about such doctors", recalls an aggrieved son.
This is not an isolated case... it is just a tip of the iceberg.
People have died or have been crippled due to medical negligence.
Reports of such cases throws light on the seriousness of the
matter. Less said the better about the number of cases which go
unreported
CASE OF G.P. NAIR, COSMOPOLITAN HOSPITALS, TIRUVANANTHAPURAM
(Vasantha Nair Vs Cosmopolitan Hospital)
Mr. G.P.Nair was a company executive in the service of the
Aluminium Industries Ltd. in Thiruvananthapuram. He was admitted
to Cosmopolitan Hospital, a private hospital, with persistent
back ache. He was attended by a retired Professor of the Medical
College, who was also a Senior Consultant in Orthopaedics in the
10
hospital. The consultant diagnosed his ailment as tuberculosis
and started treatment for it. During the course of treatment,
Mr.Nair exhibited other symptoms, which was diagnosed as
Jaundice. Immediately he was transferred to another physician for
treatment. As his condition worsened, he was transferred to the
Gastro Enterology Department of the Medical College since better
facilities for diagnosis and treatment were available. While
undergoing treatment at the Medical College Hospital he died. His
widow , Vasantha P.Nair, filed a complaint of negligence against
Cosmopolitan Hospital (P) Ltd.
THE KERALA STATE COMMISSION AWARDED DAMAGES TO THE COMPLAINANTS.
HOWEVER THE COSMOPOLITAN HOSPITAL CHALLENGED THIS VERDICT AND
APPEALED BEFORE THE NATIONAL COMMISSION. THE NATIONAL COMMISSION
UPHELD THE KERALA COMMISSION'S JUDGEMENT STATING SPECIFICALLY
THAT MEDICAL SERVICES WERE COVERED BY CPA.
CASE OF MR. SHAH, BOMBAY HOSPITAL TRUST
Mr. A.K. Shah was admitted to the Bombay Hospital during August
1991 for an operation of his hip. After the operation, Mr. Shah
did not regain consciousness till late evening. He had bled
continuously after the operation till his death at 5.30 a.m. the
next day. According to his wife, the hospital did not give any
treatment to stop the bleeding, nor were the relatives of the
patient warned in advance about the likelihood for any emergency
need for blood. Although a notice was served under Section B of
the CPA on the Bombay Hospital Trust and subsequently were
summoned to appear before the Commission, they chose to absent
themselves.
Relying on the Code of Medical Ethics and other authorities, the
Commission came to a conclusion that the hospital was guilty of
negligence and carelessness in causing the death of Arvind Kumar
Shah. THE COMMISSION DIRECTED THE BOMBAY HOSPITAL TO PAY THE
COMPLAINANT RS. 7 LAKHS TOWARDS COMPENSATION.
(Based on a Report in Indian Express, 15 July 1992).
IT IS WELL KNOWN THAT DOCTORS IN GOVERNMENT SERVICE ALSO
PRACTICE PRIVATELY. SEVERAL OF THEM ARE KNOWN TO ACT AS
CONSULTANTS IN PRIVATE NURSING HOMES ACROSS SEVERAL STATES.
The case of 76 year old Mr. K.N. Joshi not only exposes the
negligence on the part of the doctor who attended on him but the
nexus between the doctor in government service and the private
nursing homes.
CASE OF MR.K.N. JOSHI, DELHI
Mr. K.N. Joshi was operated by Dr. Neelam Kaul, who is employed
at Delhi Administration's - Sanjay Gandhi Memorial Hospital. Dr.
Kaul has been running a private eye clinic at Mayur Vihar, Delhi
which was illegal since doctors employed by the Administration
are not allowed to practice privately. In January this year,
Dr.Kaul had -advised the surgical removal of the cataract and
(2)‘2.
~
H
COMMUNITY HEALTH CELK
326. V Main, I Slock
Koramongala
Bangalore-560034
operated on the patient's left eye at a Nursing Home in Mayur
Vihar, Delhi. When the bandage was removed the next day, the
patient could not see. According to the representation, Dr.Kaul
reassured him that his vision would return and proceeded to
operate on the other eye as well. The following • day she
discovered that Mr. Joshi had developed an infection in both eyes
and took him to a
senior private opthalmic surgeon at Shakti
Nagar, Delhi, who advised her to admit him into a nursing home
and put him on intravenous drugs for four days to cure the
infection.
After a few weeks Mr. Joshi still could not see, his family took
him to the Rajendra Prasad Centre for Opthalmological Science at
All India Institute of Medical Sciences, where the doctors
'declared him blind.
T ,
The family has represented the case to the State Consumer
Disputes Redressal Council seeking
Rs.9 lakhs as compensation.
Meanwhile Dr. Neelam Kaul remained unavailable for comments.
(Based on a report in Indian Express, 19 June 1992) .
Professional bodies like the Indian Medical Association (IMA) and
the Medical Council of India (MCI) have not addressed themselves
to the issues of commercialisation of medical care, decline in
medical ethics and accountability.
MR. JUSTICE V.R. KRISHNA IYER writes that "No profession is above
the law. Even Judges cannot be lawless in the exercise of
power....The Indian Medical Council Act does not . provide for
liabilities of doctors to victims of negligence or malpractice.
The prosecution for offences committed by doctors in the course
of their practice and the liability in tort of doctors when they
commit culpable negligence or fraud or other delinquent
disregard of due case is also not taken away. Inspite of the
Consumer Protection Act, it is open to a party aggreived to sue
in the Civil Court or prosecute in the Criminal Court.
IN SHORT, THE CONSUMERS PROTECTION ACT PROVIDES
ALTERNATIVE, EASIER SPEEDY REMEDY FOR THE CONSUMER
FOR
AN
DR. Arun BAL, A Practising Surgeon in a Bombay hospital and
President Of Association For Consumer Action On Saftey And Health
(ACA8H), Bombay says, "Doctors themselves are to be blamed for
the turn of events because they have failed to exercise self
regulation. In the last two decades there has been a phenomenal
rise in malpractice, overcharging, unnecessary tests, referrals
and operations have increased beyond limits. What are patients to
do? They have to seek redressal. Already, there is a patients'
Association formed which is urging patients' relatives to file
complaints against erring doctors. Unless doctors enforce self
regulation, the situation will get out of hand".
1
i
12
HOW DO THE PROFESSIONAL BODIES REACT?
THE INDIAN MEDICAL ASSOCIATION (IMA) feels that, "
Doctors
will be compelled to adopt defensive or protective practices,
avoid serious cases investigate extensively and seek multiple
consultations to reduce any chance of error. Further doctors may
protect themselves by taking heavy insurance. But all these steps
will make treatment very costly and affect the middle class and
the poor adversely
11.
”
Friends, it is time for all shades of doctors to unite
under the Indian Medical Association and strengthen its hands to
fight for the dignity of the profession and for all right to
practice medicine, treat patients without any threat of
harrassment of legal action
". "EDITORIAL, INDIAN MEDICAL
ASSOCIATION NEWS, APRIL 1992"
DR. SAROJ TASKAR, PRESIDENT, IMA (BOMBAY BRANCH) took a slightly
different position. In an interview to the Illustrated Weekly DR.
SAROJ TASKAR said, 11 Doctors are not above the law. There should
be some mechanism to punish guilty doctors, and give some
compensation to the patients who have suffered".
DR. ARUN BAL, a practising surgeon in a Bombay Hospital and also
the President of ASSOCIATION FOR CONSUMER ACTION ON SAFETY AND
HEALTH (ACASH) feels that "The IMA is trying to create a panic
among doctors, telling them that they will be harrassed, . . . . The
fact is that the Indian Medical Council, the only disciplinary
body for the medical profession, has done nothing to stop
malpractices in the last 20 years".
DR. AMAR JESSANI OF MEDICO FRIEND CIRCLE, says that: "Corruption
and vested interests ensure that most doctors are let off with
just a warning".
DO PATIENTS HAVE ANY OTHER FORUM FOR REDRESSAL?
The MEDICAL COUNCIL OF INDIA is a statutory body with an all
India jurisdiction. The State Medical Councils are responsible
for regulating medical practices among doctors registered with
them. Each State has their own Medical Council Act of that State.
But this Council is often constituted by "fellow collegues" of
the "accused doctors" as aresult of which it takes a long time to
take up cases.
MOREOVER THE
COMPENSATION
MEDICAL
COUNCIL
13
ACT
HAS
NO
PROVISION
FOR
JUSTICE V.R# KRISHNA IYER writes
"It is a pity that never or rarely
in the history of the Indian Medical
Councils Act has punitive action
been taken against peers. Nor can
compensation and criminal sentence
be awarded by such bodies, even
where guilt is found".
DR, N.N. COLABAWALLA, a practising
Urologist, in a Bombay hospital
opines that "in the question of
negligent or unethical practice, the
medical councils and courts have
different functions. The former are
addressed to the medical profession
and are meant to enforce medical
ethics, punishing erring doctors essentially
a
self-regulatory
mechanism. The courts offer legal
redressal and compensation in civil
cases. The consumer commissions ake basically a short-circuiting
of the tedious process of the legal system. I personally feel the
consumer courts are better than the civil and criminal courts quicker and cheaper".
DR.ARUN BAL, a practising surgeon and President ofACASH says:
"But the fact is that Indian Medical Council, the only
disciplinary body for the medical profession, has done nothing to
stop malpractices in the last 20 years. It has used political
pressure to get private medical colleges recognition".
The other legal avenues like Civil Courts and Criminal Courts
take years and often decades to resolve cases. Under these
circumstances, the Consumer Redressal Commissions is the only
alternative for the patient for a speedy redressal of their
grievances under the Consumer Protection Act, 1986.
In the absence of a public debate among professionals, consumers
and policy makers to address these issues, the consumers who are
being subjected to negligence and mis diagnosis have sought to
redress their grievances under the Consumer Protection Act, 1986.
"If doctors and hospitals can treat their work like a business,
patients are justified in acting like consumers" says Dr Arun Bai
of ACASH.
There has been wide press coverage of medical services being
• included under the Consumer Protection Act and the impression
that is conveyed by most of these reports in one of confrontation
between doctors and patients.
It is counterproductive to pose
this issue as a confrontation between the medical profession and
the public because the issue of medical ethics in medical
practice is as important for the future of the profession as it
is for consumers. Therefore we feel it is very important to
persuade people who are concerned about the future of medical
14
care in this country to rally together to widen the scope of this
debate. We urge professionals, policy makers, activists, peoples
science movements, voluntary organisations, consumer action
groups, academicians, media persons and all other concerned
citizens to familiarise themselves with this issue and take this
debate forward.
REDRESSAL OF CONSUMER GRIEVANCES
DO
YOU
FEEL?
*
As a result of any unfair trade practice
trader, you have suffered loss or damage;
*
The goods purchased by you suffer from any defect;
*
The services in respect of the goods purchased by you suffer
from deficiency in any respect;
*
A trader has charged for the goods in price in excess of the
price fixed by or under any law for the time being in force
or displayed on the goods or any package containing such
goods.
15
adopted
by
any
DO
YOU
KNOW?
YOU HAVE A RIGHT OF REDRESSAL OF YOUR GRIEVANCES
WHOM TO APPROACH
*
You may make complaint in writing to the following Forums set
up by Delhi Administration for redressal of Consumer
Grievances.
*
You are not required to pay any court fees or engage a counsel
to present your cause before these Forums. You may present
your case yourself.
If loss suffered is:
Name of the Forum:
Below Rs.One lac.
1.President,District
Forum-1,Room No.158,
Western Wing,
1st Floor,Tis Hazari,
Delhi-54.
2.President,District
Forum-II,C-22/23,
Udyog Sadan,
Institutional Area,
Behind Qutab Hotel,
Mehrauli,
New Delhi-16.
Rs. One lac to
Rs. Ten lacs.
Jurisdiction:
Casespertaining to
Territorial jurisdic
tion of Police
Stations, falling
within North,NorthEast, Central & NorthWest Police Districts.
Cases pertaining to
Territorial jurisdic
tion of Police Stations
falling within the West
South-West, South &
New Delhi Police
Districts.
President,State
Commission, Room No.
2 & 3, Old Civil
Supplies Building,
Tis Hazari,
Delhi-54.
NOTE: You may prefer an appeal before the State Commission
against the orders passed by the District Forums.
Directorate of Consumer Affairs, Delhi
Administration, 2-Under Hill Road, Delhi.
SOME USEFUL ADDRESSES
1.
National Consumer Disputes
Redressal Commission
Janpath Bhavan
5th Floor, ZAZ Wing
New Delhi-110 001.
Tel: 3317690
16
2.
Association for Consumer Action on
Safety and Health (ACASH)
Lawyers Chambers, Room No. 21
R.S. Sapre Marg
Bombay-400 002.
Tel:
3.
257267
Confederation of Indian Consumer
Organisation (CICO)
c/o Indian Social Institute
10, Lodi Road
New Delhi-110 003.
Tel:
4622379
4.
Medico Friends Circle
c/o Dr. Amar Jessani
K-8, Nensey Colony Express Highway
Borivli (East)
Bombay-400 066
5.
Consumer Education and Research Centre (CERC)
Thakorebhai Desai Smarak Bhavan
Near Law College
Ellis bridge
Ahmedabad-380 006.
Tel:
6.
Consumer Unity and Trust Society (CUTS)
3-B, Camac Street
Calcutta-700 016.
Tel:
7.
8.
33297391
Mr. H.D. Shourie
Director
Common Cause
A, 31 West End
New Delhi-110 021
‘ Tel:
'
448833
671666
Voluntary Health Association of India
40, Institutional Area
Near Qutab Hotel
New Delhi-110 016
Tel:
668071/2
rnj
01.10.92
17
The Voluntary Health Association of India (VHAI) is a secular, non-profit
federation of over 3000 organisations working in the field of health and
community development. VHAI strives to make health a reality for all,
especially the unreached and the oppressed.
VHAI fulfils these objectives primarily through training and by providing
information to the target groups. In support of its objectives, VHAI also
develops and distributes appropriate educational aids to the organisations
serving at the grassroots. Linking up these organisations through its newslet
ters and journals also constitutes an important activity of VHAI.
VHAI researches into and campaigns on relevant and important health issues
to ensure that a people-oriented health policy is brought about and effectively
implemented. VHAI also works to sensitise the large public towards a
cientific attitude to health.
Voluntary Health Association of India
Tong Swasthya Bhavan
40, Institutional Area, Near Qutab Hotel
New Delhi 110016, INDIA
Phones: 652953,655871,665018,668071, 668072
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