What do Fair Business Practices (FBP) mean to a Customer?
1.1 Genuineness of a Product
The product offered should be genuine, as represented by the seller, who should be accountable if it is found to be otherwise.
1.2 Transparency in the Price of Product:
The maximum retail price plus all the statutory taxes chargeable for a product should be clearly visible on the product, as required by law. If any additional charges are recoverable for delivery of the product to the customer, it should be made known and should be acceptable to the customer at the point of purchase
1.3 Right Information in Advertisements and Promotions
Advertisements and promotional material should give the right information about the product or service. They should not create any misleading impression in the mind of the customer about the product being offered.
1.4 Honouring of Commitment of Warranty and After Sales Service
A warranty is a legal and binding contract between the seller and the customer. The seller is duty bound to honour its commitment, either explicitly or as implied by the terms of the warranty. The seller should extend prompt, efficient and courteous service to the customer at all times.
1.5 Honouring of Delivery Period
The seller should do its utmost to deliver the product to the customer within the agreed delivery period. Where no such delivery period is indicated, the product should be delivered within a reasonable period. In the event of any delay in delivery, the seller should inform the customer immediately.
1.6 Resolution of Consumer Grievance
One of the most sacred obligations of the seller is to be fair, sympathetic and impartial in handling consumer grievances.A clearly laid down policy, rules and regulations and a setup to resolve customer grievances should be in place. The seller should look beyond its legal obligations and walk the extra mile to ensure that the customer always gets a fair deal.