| Introduction: Contextual introduction Body: Highlight the challenges faced by consumers and legal, and policy measures to address them. Conclusion: Way forward |
Consumers with disabilities in India often face significant challenges in accessing goods and services, primarily due to physical, infrastructural, and attitudinal barriers.
Challenges Faced by Consumers with Disabilities in India
- Physical barriers such as the absence of ramps, elevators, and accessible restrooms in buildings, stores, and public transportation systems hinder the independent movement and navigation of individuals with disabilities.
- Attitudinal barriers stemming from a lack of awareness and misconceptions about disabilities can result in discriminatory treatment by businesses. Insufficient training of staff members in interacting sensitively with customers with disabilities exacerbates this issue.
- Inaccessible information, including websites, product packaging, and signage, poses challenges for individuals with visual or cognitive impairments in understanding product details, navigating online platforms, and making informed decisions.
- Although the Rights of Persons with Disabilities Act, 2016 (RPWD Act) mandates accessibility standards, the lack of robust enforcement mechanisms often leads to businesses neglecting to implement necessary accessibility features.
Legal and policy measures to address these challenges
- Accessible Information and Communication: Ensuring that information about goods and services is available in accessible formats such as Braille, large print, and accessible digital formats, and providing sign language interpretation and other communication support services where needed. For eg, the recent FSSAI policy to all food business operators to incorporate QR codes containing product information on all food products.
- Safeguard rights of the disabled: The primary legislation Rights of Persons with Disabilities Act (RPWDA), 2016, is crucial in this regard. The violation of rights particularly about accessibility and equality can be resolved through complaint with the Disability Commissions established under the Act.
- Strong enforcement and compliance mechanisms: The Consumer Protection Act (CPA), 2019 empowers consumers and provides for setting up Consumer Commissions to impose penalties and award compensation against consumer complaints.
- Awareness campaign: There is an urgent need to raise awareness about the existing rights and resources available to consumers with disabilities particularly for programs like Jago Grahak Jago Campaign & World Consumer Rights Day on March 15.
Conclusion
It’s crucial to establish a partnership between businesses and the government, underpinned by a strong legal framework, to ensure the effective protection of the rights of consumers with disabilities. This collaboration is essential to provide them with equal opportunities to engage in the marketplace and society.
