I still remember one ordinary afternoon during my college days. I was standing in the canteen line, hungry, tired, and carrying exactly ₹20 in my wallet. The samosa cost ₹19. I handed the note over, expecting the obvious ₹1 in return. The cashier chuckled, waved me off, and turned to the next customer.
Only one rupee. But something didn’t sit right.
It wasn’t about the money. It was about how I was made to feel as a customer. Insignificant. Dismissed. As if asking for what was rightfully mine was somehow cheap or petty.
That moment sparked a question I’ve carried with me ever since: If I, as a customer, expected to silently let go of a rupee, would the shopkeeper allow me to pay ₹18 for something worth ₹19? We all know the answer to that.
The Double Standard
Whether it’s in bustling college canteens, large brand-name retail stores, or during daily bus rides, we’ve all experienced this subtle imbalance. It’s in the casual shrug when exact change isn’t returned, in the uncomfortable laughter when we ask for it, and in the awkward glances from others that suggest, “Just let it go.”
And so often, we do. Because it’s just ₹1 or ₹2. Because we’re in a hurry. Because we don’t want to make a scene.
But the issue goes beyond the coin. It’s about dignity, fairness, and the respect every consumer deserves. The moment we’re made to feel guilty for asking what is ours, something is broken— in the relationship between businesses and the people who sustain them, and within the financial ecosystem itself.
On my daily college commute, I used to take the whiteboard bus that charged ₹6. But occasionally, I'd be handed a ₹7 ticket without explanation or apology. At first, I stayed quiet. I told myself it wasn’t worth the trouble. But why should honesty be one-sided? Why should responsibility fall only on the consumer?
Recently, I had a disappointing experience when I booked a social event through BookMyShow. Upon reaching the venue, I was informed by the organizers that the event had been cancelled due to low registrations — only six people had signed up. The organizer shared her contact number and assured me she would request BookMyShow to process the refund.
However, two days later, I hadn’t received any communication or refund. When I followed up with her on WhatsApp, there was no response. I then reached out to BookMyShow’s customer support, only to be told that they hadn’t received any cancellation request from the organizer.
Frustrated, I asked the organizer to share a screenshot of the cancellation email she claimed to have sent. When I called her to explain the situation, she was extremely rude and didn’t allow me to speak. She dismissively said, “It’s just ₹99, I’m not going to run away with your money,” and questioned why I couldn’t wait 10 days.
What upset me wasn’t just the refund delay, but her dismissive attitude. Whether it's ₹9 or ₹900, customers deserve to be treated with respect and transparency. Instead, she framed it as a ‘trust issue’ on my part, suggesting that she knew what constituted good customer service — but which, to me, felt very far from my expectation.
Many of us hesitate to speak up, fearing confrontation or ridicule. But staying silent chips away at our rights, and over time, normalizes behavior that shouldn’t be acceptable.
Consumer rights aren’t about making a fuss—they’re about accountability. When we don't claim what we’re owed, we unknowingly endorse a culture where the customer’s voice is diminished.
Why It Matters
Consumers should actively exercise their rights to ensure fair treatment and protect themselves from exploitation. To understand this in real terms let me quote an incident from my recent shopping experience.
I regularly purchase from a well-established brand, and this time they had a sale. A section clearly mentioned that if you purchase one garment, you can get it at flat 398 rupees, and if you bought three, at 998 rupees. I picked one and went to the billing counter. They said it cost 498 rupees, and that it had possibly been placed in the wrong section by a customer. I questioned them saying, if that was the case, how come there were four pieces of the same kurti in the discount section? They didn’t have an answer but refused to bill it at 398. I purchased the piece anyway, as I really liked it.
But, I had taken pictures of that particular section from the store and my copy of the bill for evidence. Later that day, I filled up the feedback form saying I was dissatisfied with my shopping experience, together with the photos I had taken. Finally, after two days they returned the excess amount back to me.
Even though I did not enjoy the confrontation, I felt empowered. As a consumer, I had stood up for what was right. The problem is that many don’t - and the smaller the amount, the less rewarding it seems. Is one rupee (or even one hundred rupees) really worth all that effort?
The discount section from which I purchased
The Consumer Protection Act, 2019 protects us from unfair trade practices—a broad umbrella that covers misrepresentation, overcharging, and yes, refusing rightful change. It may not seem like a legal issue at first glance, but it’s very much a matter of principle and legality.
What Can Consumers Do?
You don’t need to be confrontational—just informed and confident. Here’s how to take action:
- Stand Up for Your Rights: You’re not asking for a favor—you’re simply requesting for what you’re entitled to.
- Be Calm but Confident: Stay polite and composed. In many cases, just showing you’re aware is enough to resolve the issue.
- Escalate If Needed: If the frontline staff can’t help, ask to speak with a supervisor or manager.
- Keep a Record: Write down the date, time, location, and details of the issue. Take a photo if it helps illustrate your concern.
- Report the Issue: If your concerns are dismissed, file a formal complaint. Support systems exist to help you.
If the brand doesn’t respond to your issues properly, you can contact the National Consumer Helpline at 1800-11-4000 or 1915. Or, go online and register your complaint at consumerhelpline.gov.in. You can also use the eFiling portal of the Department of Consumer Affairs to submit a grievance formally.
A Culture Shift Starts with You
It’s time to stop ignoring the “small” things. These moments may seem minor, but they add up—not just in value, but in what they represent. Every concern, no matter how small, is a stand for fairness and respect.
Speaking up isn’t just for you—it sets a standard for everyone. Businesses earn more than money—they earn trust. And that trust starts with treating every customer fairly.
So next time someone dismisses your concern, smile and say, “It matters to me.”
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