UNIT 16 TRENDS IN CONSUMER

EMPOWERMENT
Structure
Objectives 1
Introduction
Definition
16.2.1 Consumer
16.2.2 Conslamer Empowerment
16.2.3 Sustainable Consumption and Production

Consumer Empowernlent
Need for Consumer Empowerment
16.4.1 Market Control of Consumer Options -
s Advertising
16.4.2 Depletion Of Natural Resources To Fulfil Artificial Needs
De-Linking of Source From End Product
b Disassociation With Natural Resource Eiase
16.4.3 Consumer Empowerment and Global Perspective

Sustainable Consumption and the Concept of Consumer Empowerment

Main Areas of Consumer Empowerment
16.6.1 UN Guidelines
16.6.2 Consumer Welfare Fund
16.6.3 Legislation
16.6.4 NGO Strategy for Consumer Empowerment
b Role Of Consumers

16.7 Let Us Sum Up

16.8 Key Words
16.9 Some Useful Books
16.10 Answers to Check Your Progress Exercises

16.0 OBJECTIVES - - - - - -- -

This unit aims at helping students :

a To understand trends in consumer empowerment,
a To learn about the idea of sustainable production and consumption,
a To know about various agencies of empowerment like international regulations,
legislation and NGOs.

16.1 INTRODUCTION
The world has undergone drastic social, economic and environmental changes in the last half
century. It is now increasingly being realised that no nation, people or strata of society can
distance itself from its rights or responsibilities as consumers. A situation has developed
whereby the growing middle class consumers of Southern, developing nations have begun
replicating wasteful and excessive consumption patterns of their Northern counterparts.
b e r L h y Iswes Trends On the other side, developed nations in an effort to correct environmental damages in their
own parts of the world, tiy to redress and compensate their own loss by controlling
environmental policies and the planning procedures of poorer countries. Also, one of their
objectives is to give themselves not only the right to sell their produce in developing
countries' market but also to buy their natural resources and cheap labour, In the name of
development, highly polluting and environmentally unaffordable lifestyle have been imposed
upon the traditionally sustainable lifestyle of the community.
Every human is a natural consumer. The identity as a consumer has attained special
significance as people ,start leaving bigger consumer footprints with heightened wasteful
consumption patterns taking root. Consumer Empowerment becomes imperative not just to
check such deleterious developmenrs but also advocate less h m techniques of production
and consumption. Consumer empowerment also serves the purpose of bringing consumers to
the foreground of the decision making process so that they play a proactive role in the
drawing up of legislation, regulations and policy matters which in effect, would directly have
bearing on their rights and choices as consumers.

16.2 DEFINITIONS

16.2.1 Consumer
"Consumer" means any person who buys any goods or avails of any service for a consideration
which has been paid or promised in full or otherwise. A transaction under a system of
deferred payment is also covered. The term consumer also means any user of product or
beneficiary of service who avails the same with the approval of original consumex but does not
include a person who obtains such goods for reslrle or for any commercial purpose.

16.2.2 Consumer Empowerment

Consumer Empowerment is the process of equipping consumers with tools to effertrvely
protect their consumer rights. Consumers need to be protected from the onslaught of clever
and deceptive technology-sawy manoeuvres of market interests like ahertising, padraging,
misleading labelling etc. It is also a process by which consumers are prepared to adopt options
of self-help already present in the society like legslatton and consumer forums. Indian
consumers are in a unique position of possessing traditional and dturally integrated
sustainable &styles wtuch incorporate eco-friendly consumption patterns in their dav to day
life. The rapid processes of urbanisation are however pressuring these sustainable options out
of the consumers' agenda. Therefore empowerment of the Indian mnsumers should be about
recognising their traditional and cultural strengths so that they can continue to exercise these
values in their daily life.

16.2.3 Sustainable Production and Consumption

Sustainable Production and Consumption means using, transforming, aod disposing of
resources in a way that minimises environmental degradation while maintaining or improving
the quality of life.

16.3 CONSUMER EMPOWERMENT

Consumer Empowerment is a systematic and comprehensive acquiring of authority and
knowledge by the consumer to attain and follow sustainable consumption patterns. Consumer
Empowerment also means equipping the consumer to push for a transparent, accountable, fair
and responsible market of goods and services.
Consumer empowerment goes beyond getting a 'fair deal' or getting 'value for money' in the
m k e t place, though these are important parts of consumer empowerment and rights.
Consumer Empowerment is a process which strives to reduce consumer dependency of market. Trends in Consumer
Empowerment
It is about initiating and supporting consumption patterns which influence production
processes to become sustainable and ecologically sound in the long run.
Empowerment means putting into effect a production and consumptioil system which is least
profligate and most expedient in terms of resources - both natural and man made.
There are eight consumer rights, the exercising of which is a crucial step towards complete
consumer empowerment.

1) Right to Satisfaction of Basic Needs

2) Right to Choice
3) Right to Be Heard
4) Right to Redress- Legislation
5) Right to Consumer Education
6) Right to Safety
7) Right to be Informed

8) Right to a Healthy Environment

Consumer rights strengthen consumer empowerment in various ways:

1) The right to satisfaction of basic needs has different meaning for different societies and
countries. In the developing norld. basic needs of a consumer would be interpreted as
adequate food, clothing and sheltcr \\hereas the American or European continent would
interpret basic needs of a consumer as fair quality of consumers goods or prompt,
ensured and accountable service.
The right to Choice is also open to various interpretation. An element of responsibility is
inherent in this right. The right to choice is the freedom to choose the most well-suited
product from a variety of products available for the same purpose. But of late, with
increased marketing and with the commercial world acquiring a 'global village'
character, the right to choice has come to sign* consumption of goods and s e ~ c e s
which involve longer transportation miles and human labour and resources cost. For e g.
the year round availability of exotic fruits and vegetables is being termed as right to
choice by some commercial interests. On the other hand, right to choice also pertains to
choice of lifestyle options involving the right to choose an eco-friendly lifestyle based on
local and / or regional priorities. This would lead to reinterpreting current competition
profile in market . the local market responsive to local needs ought to have precedence
over MNCs pushing international names in developing.
The Right to be heard pertains to the right of the consumer to express his opinion,
observations and grievances at appropriate fora, which have to be in place and accessible
to the consumer.
The right to redress is the consumer's right to seek legal compensation and justice when
his rights are impinged upon. Redress mechanisms like consumer courts, lawsuits and
compensations provide the consumers with a cover against fraudulent practices and
trends.
Right to consumer Education is consumers' right to know and be aware of all
developments concerning his environment which might affect h s choices. Consumer
Education has many sources and caters to different age groups and sections of the society
through various systems of education. One of the pressing needs of consumer
empowerment today is to initiate the younger generation into the consumer education
mainstream.
Emerging Issues and Tmnds 6) The right to safety has expanded in purview now. In the past, the right to safety was
viewed in conjunction w t h physical safety regarding electric goods and other such
goods. With teclinological advancement, safety from a large number of existing and
potential dangers is needed. For e.g. consumers need to be protected from unchecked
introduction of genetically modified food in tlie mainstream. Various committees like the
Codex Alimentarius Comm~ssionhave been formed to look into the safety and viab~lity
aspect.

7) The k g h t to be lnformed has become a vital right for consumers today on account of
developments in the market and production processes taking placc everyday. Scientific
developments in laboratories like genetic engineering has far reaching effects not just on
consumers' health but also on the natural resource base of the planet. Such activities
have the potential to alter the genetic map of the planet forever. It is for this reason that
consumer organisations have been demanding adequate labelling of everyday food
products. In the developed world, laws to this effect are already in place requiring
labelling, to show ingredients (e.g. broccoli, beef), processing (e.g. frozen, homogenised,
irradiated), conformance to standards of identity (e.g. peanut butter must be made from
peanuts), and additives (e.g. sulfites, presewatives), Some countries require fat, protein,
carbohydrate and vitamin content of food to be labelled as well. The Codex. Alimentarius
Commission, an agency of the United Nations World Health Organisatio~land Food and
Agriculture Organisation, has been considering a proposal to adopt a guideiine
recommending that all countries require labelling of genetically engineered food. Codex
guidelines are not binding, but are often adopted by developing countries and can be
used to settle trade disputes (if a country adopts a Codex standard, that standard cannot
be challenged as protectionist). On the other hand, the inarket interests are decryillg such
consumer protection moves to protect their profit shares hive been projecting a
'skyrocketing food products cost scenario' to ward off compulsory labelling in Australia
and New Zealand.

8) The right to a Healthy Environment is in fact implicit to all rights ehat human beings
have in every aspect of life. It is the riglit to lead a healthy life style without dangers of
water, air, soil and nolse pollution. Healthy environment includes both global and local
environmental conditions. For e g. ozone depletion, global warming and increase in toxic
wastes are as much infringement of the right to healthy environment as po(1uted
groundwater supply or air laden with toxic gases at local levels. Recently the punlieur of
healthy environment for consumers has progressed to the natural disaster occurrences
which have increased marlifold due to unsustainable development and unchecked growth.
Consumers are now demanding the right to a safe and natural environment

16.4 NEED FOR CBNSUhIER EhIPBWERhIENT

With the advent of industrialisation and market driven economies, the consumer and the
market have become two crucial players in the society. The need for consumer empowerment
is a more pressing need today than ever before for the following reasons:
1) Expansion of the market to control every facet of life

2) Depletion of natural resources to fulfil artificial needs.

3) Consumer Empowerment and global perspective

16.4.1 Expansion of Market to Control Every Facet of Life

The market environment has permeated into every day life. There is no facet that has been left
untouched by goods and services which come from organised and lughly commercial markets
Urban life is heavily dependent on the inarket for its smooth running. With this scenario
having established itself finnly, and the availability of a plethora of goods and services for a
single need, it becomes imperative for the consumer to be empowered to know and judge if Trends in Consumer
Empowerment
the goods and services being sold to him are of satisfactory quality or not. It also becomes
important for the consumer to be discerning if he is being induced into over-spending and
indulgence by the market.
The market makes use of various tools to make consumers indulge in excessive buying and
ignoring important facts about the products. This results in excessive and indulgent buying,
which stlbsequently exerts great pressure on non-renewable resources. This phenomenon has
reached epidemic proportions in the developed world. For e.g.:
There has been a 45% rise in per capita consumption in the US in the past 20 years.
Americans can choose from over 25,000 super market items, 200 kinds of cereals and
11,092 magazines.
Till the time an American reaches 75 years of age, he would have produced 52 tomes of
garbage, consumed 43 million gallons of water and used 3375 barrels of oil.
Advertising I
Advertising has been one of the most potent tools of popularisation of products in the 20th
century. Tt lures the consumers into a false sense of security by making them fall prey to half-
truths, misinformation campaigns and by selling concepts rather tlian the products..
Advertising also entices consumers into buying things they don't need. Meails of
entertainment like television have brought advertising into the homes of people all around the
world. For e.g. the number of advertisements American teenagers are exposed to by the time
they graduate from high school are 3.60,000.
The worrying trend is that this reality is no more confined to the developed world. India is
now viewed as a prime target by advertising giants According to a sunley done in 1992, 35%
of all TV advertiscments used children to attract consilmer attention and a large number of
advertisements were targeted at children themselves. Almost 75% of children in the age group
of 8-15 wanted to own products advertised on T.V.
This kind of hard sell only misleads young consumers further. Consumer Empowerment is
necessary to stave off such temptations and to allow consumers to 'see through' and 'look
beyond' the product. Consumer Empowerment is also important in this time and age of hard
sell because the consumer is besieged from all sides by false images and glamorised and hyped
up advertising campaigns. Advertising is known to abet the creation of artificial needs. Tele-
shopping is another highly effective advertising strategy being adopted by the market

16.4.2 Depletion of Natural Resources to Fulfil Artificial Needs

Market-oriented consumerism and rapid industrialisation have greatly depleted earth's natural
resources. It is no secret that the industrialised world's energy intensive production and
consumption patterns exert a lot of pressure on earth's finite and non-renewable resource*.
According to the United Nations Development Programme's (UNDP) 1998 Human
Development Report on consumption, "Globally, the 20% of the world's people in the highest-
income countries account for 86% of total private consumption expenditures-the poorest 20%
a minuscule 1.3%"
Developing countries like India have always followed a sustainable lifestyle because of their
environment friendly culture and as a result, India still maintains a relatively small ecological
and consumption footp&. But the burgeoning Indian middle class is fast catching up with ~ t s
Western counterparts because of excessive consumption habits being abetted by the market and
media. Also, urbanisation has made people lose sight
-
of their natural resources.
The market has successfully managed to create a divide between the people and their
resources. This has been done by various ways:

a) De-linking of the source from end product

b) Disassociation with natural resource base.

Emer~hg13sm *dTRnds De-Linking of Source from End Product
With organised and fully com~nercialisedmarkets operat~ngall around the world, the products
offered for sale to consumers have lost their special local characteristics. Products are made
from precious natural resources from far away land and have no cultural and natural
importance for the consumers. The consumers develop no relationship with the resources and
thus pay no attention to conservation efforts. Also, this kind of de-linking results in social
evils like child labour and exploitation of women as labourers.
Conswncr Empowerment reveals these othenvise concealed links and makes consumers
sensitive to natural resources and the importance of conserving them. Empowement also
makes consumers zvoid ecologically harmful goods and senices and thus pressuring the
market into developing more .eco-sensitive products.
Disassociation with Natural Resource Base
The market works towards alienating consumers from the knowledge of the origins aqd
environmental viability of its products. T h s is done to hide the insensitive exploitation of
resources which belong to the consumers themselves. Packaging and advertising obscure the
environmental damage caused by production, packaging and transportation of goods.
Attractive but unnecessary packaging is the developed countries' gift to the world. According
to an estimate for packaging alone (cans, bottles, cartons etc.) the U.S uses approximately
50% of its paper, 75% of its glass, 40% of its aluminium and 30% of its plasbc. To make
available softdrinks cans in one part of the world, tin reserves of another part are used up
and exhausted.
Consumer Empowerment generates awareness against these practices and strengthens
consumer movement against such unethical and environment damaging activities.

16.4.3 Consumer Empowerment and Global Perspective

Exchange of resources is an important aspect of market economies today. One region's labour
and resources are being utilised to make goods for consumers of another region.
Consumer Empowerment, too, needs to develop its agenda and forge alliances which go
beyond regional boundaries. Co~lsumersof the North and the South can compliment each
others' agenda by norking in proximity towards the goal of consunler empowerment. With the
market forces uniting to effectively push the~ragcnda of gaining maxlmum profits, it becomes
important for consumers to form themselves into an effective lobby. For e.g. consumers of the
Nonh must press for preservation of biodiversity in the developing countries which is being
needlessly destroyed to cater to demands of consumers far away from the region.
Check Your Progress 1

1) What is consumer empowerment? Suggest some ways from your. own experiences in
which consumers can be empowered.

2) Explain how advertising is exploited as a tool to lure consumers into over-consumption.

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 - Trends In Consumer
16.5 SUSTAINABLE CONSUMPTION AND THE CONCEPT Empowerment
OF CONSUlMER EMPOWERMENT
Ecological footprint is a concept about the area of land needed to provide the necessary
resources and absorb the wastes generated by a community-to highlight the impact of cities on
the environment. According to an estimate, a typical North American city with a population of
650,000 would require 30,000 square kilometres of land-an area roughly the size of Vancouver
Island, Canada-to meet domestic lleeds alone without even including the environmental
demands of industv. In comparison, a similar size city in India would require 2,800 square
kilometres.
Sustainable Consumption is also important to safeguard scarce natural resources and bio-
diversity. Sustainable consumption and consumer empowerment go hand in hand. This can be
explained by the example of patenting and bio-piracy which is rampant in the developing
world currently. Unsustainable and unethical production patterns have driven the Western
economies to seek monetary benefits by raiding developing world's rich bio-diversity. The
developing world consumers, apart from practising sagacious consumption benefits
themselves, need to empower themselves to fight plunder of their natural resources. They need
to be aware of the legal aspects of the problem and prepare themselves to safegtmd what is
rightfully theirs.

16.6 MAIN AREAS OF CONSUMER EMPOWERMENT

16.6.1 UN Guidelines
The origins of UN guidelines can be traced to the 1970's when the UN recognised and
emphasised the importance of consumer protection for d l round economic and social
development of countries all around the world. In 1977, the Economic and Social Council
asked the Secretary General to prepare a survey of national institutions and legislation in the
field of consumer protection. This was follow& -by a series of events which culminated in the
adoption of guidelines for consumer protection in April 1985.
The guidelines provide a framework, with special emphasis on the developing world, to use in
establishing and elaborating consumer protection policies and legislation.

Objectives
To assist countries in achieving or maintai6Lg adequate protection for their population
as consumers;
0 To facilitate production and distribution patterns responsive to the needs and desires of
consumers;
To encourage high levels of ethical conduct for those engaged in the production and
distribution of goods and services to consumers;
To assist countries in curbing abusive business practices by all enterprises at the national
and international levels which adversely affect consumers;
To facilitate the developing of independent consumer groups;
To further international co-operation in the field of consumer protection;
0 To encourage the development of market conditions which provide consumers with
greater choice at lower prices.

Guidelines
1) Physical Safety

2) Promotion and protection of consumers' economic interests

,
 --
b e e md 3)

4)
\
,
Standards for the safety and quality of consumer goods and services
Distribution facilities for essential consumer goods and services
5) Measlures enabling consumers to obtain redress
6) Education and information programmes
7) Measures relating to specific areas
16.6.2 Consumer Welfare Fund
Consumer Empowerment has taken various forms, one of which is the creation of 'Consumer
Welfare Fund' by the Government of India with the amount accumulated from excess excise
tax and customs duties not refundable to the manufacturers and importers. The main aim of
establishment of the fund is to strengthen consumer empowerment and the Consumer
movement, creating consumer awareness, informing consumers of the latest trends in courts
and strengthening voluntary organisations engaged in consumer education.

16.6.3 Legislation
Consumer Protection Act, 1986
The Consumer Protection Act came into effect on July lst, 1987 in the whole of India. It was
meant to check unf'air trade practices and deficiency in goods and services. Before the
Consumer Protection Act, the issue of consumer protection was addressed partially in other
acts like the Sale of Goods Act, PFA Act, the MRTP Act etc. this left a lacunae in effective
pursuit of consumer protection and thus the Consumer Protection Act was the first
comprehensive Act 16 deal with the issue of consumer protection and empowerment.
In 1993, the Act was arr~endedto endow more powers to consumer courts and to makc the Act
still more comprehensive in addressing co:lsumer grievances and problems.
Changes B m g h t abmt by Amendments in Consumer Protection Act

The pcuniary value of complainant to k adjudicated on by the District Fora and State
Commission was raised to Rs 5 lakhs and Rs 20 lakhs respectively, compared to the previous
value sf ?eF 1 lakh and Rs 10 lakh respectilrely
The scope of consumer protection has increa.& marlifold to cover in its ambit, rnancrs of
mdical negiigence, dcfects in goods, deficiency In services by construction agencies,
insurance, bmks, teiecoln, postal and othcr service scctor agencies
Also, the Supreme Court has held that the relation between tlie medical practihmr and the
patient carries wittun it, certain amount of t m t and therefore the contract between the
medical practrtioner arid the patlent cannot be treated as a contract of personal m i c e but that
of contract of senices and senice rendered by medical practitioner to his patient under such a
contract is n6t covered by the exclusionary part of the definition of service contained in
Section 2 (1) (0)of the Act.
Therefore the services rendered to a patient by a medical practitioner ( except where the
doctor renders service free of charge to every patient or under a contract of persMlal service)
by way of consultation diagnosis and treatment, both medical and surgcal, would fall within
the ambit of 'service'. They are not excluded from the ambit of Consumer Protection Act.

16.6.4 NGO Strategy for Consumer Empowerment

Consumer NGOs are non-government voluntary organisations which work towards forwarding
the consumer movement and help strengthen consumer empowerment by not only educating
people about their rights but also by, sometimes, working at the grass-roots l e d s and
initiating movement which brings empowerment to every comer of the regon.
NGOs act as a conduit between the government and the people. They create crucial links
between sometimes distant institutions and the people. They also interpret goverrunent
policies and strive to make them people-friendly.
a NGOs also play the role of educators and defenders of consumer rights by taking up Trends in Consumer
Empowerment
consumer education projects independently like dissemination of information and testing
of products by way of Comparative Testing.
a NGOs also take up cudgels on behalf of harassed consumers by initiating legal action
against offending producers and manufacturers.
NGOs are an important link in the consumer empowerment movement because NGOs belong
to the group of non-partisan interests who can view and weigh the pros and cons of the given
situation from an enlightened and sensitive consumer's point of view. They are also better
equipped to disseminate information in an organised way though their publishing ventures.
Consumer organisations all around the world bring out magazines, booklets and guides
regularly to educate consumers about the prevailing situation and events. The 'Cons~mers
Union' in the US brings out 'Consumers Reports', the 'Consumer Association' in UK brings
out 'Which?' and the 'Australian Consumers Association', 'Choice'. These magazines are
supported wholeheartedly by consumers in the concerned countries and as a result, a mutual
bond of trust is established between the consumers and the organisations.
Role of Consumers
The goal of consumer empowerment can be achieved only if consumers and NGOs join hands
in irlutually supporting each other. Consumers should respond to NGOs' efforts to connect
with them by participating in consumer education programmes. NGOs are in the position to
provide consumers with important information and advice about consumer redress fora and
judicial procedures. Consumers can also encourage N O S ' efforts by supporting their
publications and other consumer education campaigns.
Emerglng Issues and Trends
16.7 LET US SUM UP
Consumer Empowerment is not an end in itsclf but a means to achieve sustainable
consuniption and production in every walk of life. Enlpowerment goes beyond its market
connotations lo include and influence every aspect of everyday life important lo human
survival and well k i n g . Over the span oE the century, buying and selling have become very
complex activities with far-reaching effects. Its reverberations go beyond the market, place and
hold sway over often invisible quantities like the natural environment and resources, ecology
a d human mind and hzalth.
Thus empc'vennent has to be seen in various contests like legislation, coasurner rigtits and
responsibjlities, ethical consumer behwiour. intelligent ciloices and sustainabis consumption
and production. Also, einpowerment can orig~natefrom varlous sotuces like interriatlonal
regulations, agreements NCiOs, legislation but most importantly empowerment should come
from w i t h the society and as a spontaneous reaction to the environment Irstitute for
Scientific Research and Communication.

- -- -

Fubliminall Advertising : Advertising that is perceived only by the sub-conscious mind.

For e.g. adveflising by means of an image flashed ante, a
screen so briefly that it is noted only by the suhrconscio~is
mind.

Surl-ogate Advertising . Indirect a& crtjsing by way of using another event or activity
as a means to subtly advertise the product. FOPe.g.
sponsoring sports and cultural events is a fonn of surrogate
adpertising.

Pmlectsc?nil;t : Principles cr practice

16,9 SOME USEFUL BOOKS

S K. Dntt, Lzegt.slar~onfor the I1latccfronof Consrrmers, Consumers' Forum
The Conssner P r o ~ ~ z d oAct.
n 1986

Major Legislation and Consumer; Published by CCC

Consunzer Protection Act, 1986 with Consumer Protection Rules, 1987

16.10 ANSWERS TO CHECK YOUR PROGRESS

Check Your Progress 1

1) Consmner Enlpowerment is the process of equipping consumers with tools LO effectively

protect their consumer rights froin the onslaught of clever and deceptive technoiogy-
savvy manoeuvres of market interests like advertising. packaging. ~n~sleading labelling
etc. It is also a process by which consumers are prepared to adopt options of self-help
already latent in t f . ~society like legislation and cc amer forums
/
Consumer Empowerl..,. ,an ongoing process of positive development and change In
favour of the consumer and the establishment of a free and fair market place. Such
empowerinent has to bc supported by al! part~eslike tllc governnient. the jlld~cialsystem,
the iwlustry. NGOs and consllmers themselves.
 Advertising has been the 20th century's most potent tooi of Inass popularisation of the Trends in Consumer
2) Empowerment
market goods. Adverting is of various forms and'E calculated to target various classes of
consumers for e.g. consumers of different professions, age groups etc. It creates false
connections and associations with products. At the same time, it plays on the fears and
complexes of the viewers. With modern technology and vast financial resources on their
side, the market has created various forms of advertising like subliminal advertising,
surrogate advertising etc.
Check Your Progress 2

1) Over-consumption places great stress on the natural reserves of energy resources because
the earth is the source of all energy supplies of energy for e.g. coal, water, minerals,
wood, food, medicines, herbal plants etc. With the ever-growing population, earth's
limited and fast vanishing resources are already under great pressure. This scenario is
compounded by excessive, wasteful and unnecessary consumption.
2) Physical Safety
Promotion and protection of consumers' economic interests
Standards for the safety and quality of Consumer goods and senices
Distribution facilities for essential consumer goods and services
Measures enabling consumers to o b t a i ~redress
Education and information programmes
Measures relating to s w i c areas
3) See Section 4, Consumer Empowerment ;
NOTES