Consumer Complaint Why and How?

Consumer who complain allow themselves to be brainwashed into believing that they are trouble-makers. Manufactures and retailers Fob off dissatisfied consumers with a bland:"We have had no complaints." Consumer must not hestite to complain about adulteration, sub-standard drugs and cosmetics, shoddy product quality, unsatisfactory after-sales service, etc. Indian consumers are fortunate to be covered by the Consumer Protection Act 1986, Special Consumer Courts and a Directorate to implement the Act. There is also the Package Commodities Act which insists that weights, price, date of manufacture and ingredients are marked on all packages. This Act, as well as "Agmark" and the "ISI" mark, can be of substantial assistance in the fight for consumer's rights. Vigilant consumerism can put teeth into their Function.

Certification Schemes for Imported Goods

BIS also operates two Certification Schemes for imported goods; one for the foreign manufacturers and the other for Indian importers. The Schemes are essentially similar to BIS Product Certification Schemes for domestic industry barring slight modifications necessary for operation of such schemes. The schemes for foreign manufacturer at present are being centrally operated through Central Marks Department at Headquarters and schemes for Indian importers are operated by respective ROs/BOs under whose jurisdiction Indian importer falls. It may, however, be noted that in case of 133 products covered under mandatory certification, only foreign manufacturers can seek BIS license and for products other than 133 products both foreign manufacturer and Indian importers can seek BIS licence.

BIS quality standards important for processed food

There are two organisations, the Bureau of Indian Standards (BIS) and the Directorate of Marketing and Inspection (DMI), currently dealing with the voluntary standardisation and certification systems in the food sector in India. The activities of the Bureau of Indian Standards (BIS) are two fold - formulation of Indian Standards in the processed food sector and their implementation by promotion and through voluntary and third party certification system. The Directorate of Marketing and Inspection (DMI) enforces the Agricultural Produce (Grading and Marking) Act 1937. Under this Act, Grade Standards are prescribed for agricultural and allied commodities which are known as 'Agmark' Standards.
According to industry sources, for the processed food sector BIS certification is more important than DMI certification.
BIS has on record, standards for most of the processed foods. These standards in general cover raw materials permitted and their quality parameters, hygienic conditions under which the product is manufactured and packaging and labelling requirements. Manufacturers complying with the standards laid down by BIS can obtain an ISI mark which can be exhibited on their product packages. BIS has identified certain items like food colours/additives, vanaspati and containers for their packing, milk powder and condensed milk for compulsory certification. According to sources, BIS empowered through a legislative Act of the Indian Parliament known as the Bureau of Indian Standards Act, 1986, operates a product certification scheme. The product certification scheme is basically voluntary and aims at providing quality, safety and dependability to the ultimate customer. Presence of certification mark known as Standard Mark on a product is an assurance of conformity to the specifications. The conformity is ensured by regular surveillance of the licensee's performance by surprise inspections and testing of samples, drawn both from the factory and the market. BIS has granted more than 30,000 licences to manufacturers covering practically every industrial discipline. The certification allows the licensees to use the popular ISI Mark, which has become synonymous with quality products for the Indian and neighbouring markets over the past more than 40 years.

ISI MARKING....

During the pre independence period, standardization activity was sporadic and confined mainly to a few Government purchasing organization. However, immediately after independence, economic development through coordinated utilization of resources was called for and the government recognized the …… role for standardization in gearing industry to competitive efficiency and quality production. The Indian Standards Institution (ISI) was, therefore, set up in 1947 as a registered society, under a Government of India resolution. The Indian Standards Institution gave the nation the standards it needed for nationalization, orderly industrial and commercial growth, quality production and competitive efficiency. However, in 1986 the government recognized the need for strengthening this National Standards Body due to fast changing socio-economic scenario and according it a statutory status. Thus came the Bureau of Indian Standards Act 1986 and on 1 April 1987, newly formed BIS took over staff assets, liabilities and functions of erstwhile ISI. Through this change over, the Government envisaged building of the climate of quality culture and consciousness and greater participation of consumers in formulation and implementation of National Standards.

What is the procedure for Grant of Recognition to Hallmarking Centers?

The recognition of the Hallmarking Centre is done by BIS after ensuring that the Hallmarking Centre follows BIS guidelines which are in line with international norms for sampling and testing and also have adequate Test Facilities as per IS 1418, trained and competent manpower.

Who operates the Hallmarking Scheme?

It is a voluntary scheme being operated by BIS under the BIS Act 1986. As per this scheme the licence is granted to a jeweller for certification of purity of gold jewellery in accordance with IS 1417.BIS is operating the scheme through its network of Regional/ Branch Offices all over the country. Alicensee jeweller has to go to get the jewellery hallmarked through any of the recognized Assaying andhallmarking centres.

What does "international standardization" mean?

When the large majority of products or services in a particular business or industry sector conform to International Standards, a state of industry-wide standardization can be said to exist. This is achieved through consensus agreements between national delegations representing all the economic stakeholders concerned - suppliers, users and, often, governments. They agree on specifications and criteria to be applied consistently in the classification of materials, the manufacture of products and the provision of services. In this way, International Standards provide a reference framework, or a common technological language, between suppliers and their customers - which facilitates trade and the transfer of technology.

What is the difference between ISO 9001 & ISI mark?

ISO 9001 is a quality management system standard which standardizes and documents the various activities of the organization like purchase, stores, sales, processing, it focuses on customer needs and fulfilling the same hence enhancing the satisfaction levels and laying and implementing the systems for continual improvement. However ISI mark means the product conforms to respective national product standard the customer has to accept the same.

What is ISI Standard Mark?

With the objective of satisfying the consumer in terms of product quality, the BIS has undertaken various quality certification activities. The domestic consumer is familiar with the ISI mark on a product which is an assurance that the product conforms to the requirements as laid down in the specification. Conformity to the standard is ensured through regular surveillance of the manufacturing process, surprise inspections and testing of samples drawn from the factory as well as from the market. Fraudulent and unauthorized use of the ISI mark is a violation of the law punishable under the BIS Act.