NAME - HIRAL BAID 

 
CLASS - 12 C 
 
SUBJECT - COMMERCE 
 
PROJECT 1 -SWOT ANALYSIS AND CONSUMER 
PROTECTION   
 ​SWOT ANALYSIS 
MEANING

SWOT analysis​ (or ​SWOT matrix​) is a ​strategic planning​ technique used to help a person
or organization identify strengths, weaknesses, opportunities, and threats related to​ ​business
competition or project planning​.​ It is designed for use in the preliminary stages of
decision-making processes and can be used as a tool for evaluation of the strategic position
of a city or organization. It is intended to specify the objectives of the business venture or
project and identify the internal and external factors that are favourable and unfavourable to
achieving those objectives. Users of a SWOT analysis often ask and answer questions to
generate meaningful information for each category to make the tool useful and identify their
competitive advantage. SWOT has been described as the tried-and-true tool of strategic
analysis but has also been criticized for its limitations.
Strengths and weakness are frequently internally-related, while opportunities and threats
commonly focus on the external environment. The name is an acronym for the four
parameters the technique examines:
● St​ rengths:​ C​haracteristic​s of the business or project that give it an advantage
over others.
● W​eaknesses​: Characteristics of the business that place the business or project at
a disadvantage relative to others.
● O​pportunities​: Elements in the environment that the business or project could
exploit to its advantage.
● ​ reats:​ Elements in the environment that could cause trouble for the business or
Th
project.
ADVANTAGES:

SWOT Analysis is instrumental in strategy formulation and selection. It is a strong tool, but it
involves a great subjective element. It is best when used as a guide, and not as a
prescription. Successful businesses build on their strengths, correct their weakness and
protect against internal weaknesses and external threats. They also keep a watch on their
overall business environment and recognize and exploit new opportunities faster than its
competitors.

SWOT Analysis helps in strategic planning in following manner-

1. It is a source of information for strategic planning.

2. Builds the organization’s strengths.
3. Reverse its weaknesses.
4. Maximize its response to opportunities.
5. Overcome the organization’s threats.
6. It helps in identifying the core competencies of the firm.
7. It helps in setting of objectives for strategic planning.
 8. It helps in knowing past, present and future so that by using past and current data,
future plans can be chalked out.

SWOT Analysis provides information that helps in synchronizing the firm’s resources and
capabilities with the competitive environment in which the firm operates.

LIMITATIONS:

SWOT Analysis is not free from its limitations. It may cause organizations to view
circumstances as very simple because of which the organizations might overlook certain key
strategic contact which may occur. Moreover, categorizing aspects as strengths,
weaknesses, opportunities and threats might be very subjective as there is a great degree of
uncertainty in the market. SWOT Analysis does stress upon the significance of these four
aspects, but it does not tell how an organization can identify these aspects for itself.

There are certain limitations of SWOT Analysis which are not in control of management.
These include-

1. Price increase;
2. Inputs/raw materials;
3. Government legislation;
4. Economic environment;
5. Searching a new market for the product which is not having overseas market due to
import restrictions; etc.

Internal limitations may include-

1. Insufficient research and development facilities;

2. Faulty products due to poor quality control;
3. Poor industrial relations;
4. Lack of skilled and efficient labour; etc

In this projection, I will be presenting the swot analysis of two companies :

1. Britannia
2. Standard Chartered Bank
 ​BRITANNIA 
ABOUT THE COMPANY :

Britannia Industries Limited is an ​Indian​ food-products corporation. Founded in 1892 and

headquartered in ​Kolkata​, it is one of India's oldest existing companies. It is now part of the
Wadia Group​ headed by ​Nusli Wadia​. The company sells its ​Britannia​ and ​Tiger​ brands of
biscuits​, ​bread​ and ​dairy products​ throughout India and in more than 60 countries across the
world.

HISTORY AND ORIGIN :

The company was established in 1892 by a group of British businessmen with an investment
of ₹295. Initially, biscuits were manufactured in a small house in central Kolkata. Later, the
enterprise was acquired by the Gupta brothers, mainly Nalin Chandra Gupta, an attorney,
and operated under the name "V.S. Brothers".In 1918, C.H. Holmes, an English
businessman based in Kolkata, was taken on as a partner and The Britannia Biscuit
Company Limited (BBCo) was launched. The Mumbai factory was set up in 1924 and ​Peek
Freans​ UK, acquired a controlling interest in BBCo. Biscuits were in high demand during
World War II, which gave a boost to the company's sales. The company name was changed
to the current "Britannia Industries Limited" in 1979.

SWOT ANALYSIS :

Britannia is one of the most known FMCG companies in India. The vast variety of ​products
with known ​brand names like Good day, Marie, etc make up the core ​product ​portfolio of
Britannia. Naturally, the ​distribution​ of Britannia is far and wide.

STRENGTHS :

1. Brand portfolio​: Britannia is the only company in India that has offerings in
bakery products across the segment for all income groups due to which it’s
possible for them to acquire a large ​share of wallet​ of consumers. Britannia
holds nearly 30% ​market share​ in India’s biscuit category.
2. High ​Brand Recall​: Because of its presence across a range of bakery
products like biscuits, rusk, cakes & dairy products like milk, butter & cheese
etc., their shelf visibility is high. Also, their focused marketing & ​advertising
campaigns resulted in positive ​word of mouth​ & high TOMA (top of mind
awareness).
3. Serving Indian ​Markets​ from last 120 years​: 123 years ago, in a small house
in central Calcutta (now Kolkata) an intrepid baker made a batch of delicious,
golden brown biscuits. These were meant for officers of the British Raj and
 their families, ​people​ used to the high standards of English tea-time snacking.
Over the last century and a quarter, Britannia has been serving the Indian
consumer​ with a range of fresh, nutritious and flavour-rich products. Today,
Britannia is a leading food company in India with over Rs. 6000 crores in
revenues, delivering products in over 5 categories through 3.5 million retail
outlets to more than half the Indian population.
4. In-depth product portfolio​: It has a different offering for different income
groups with large assortments across the product categories like in biscuits
they have Good-day, Bourbon, Little Hearts, Crackers , Nutria-choice.
5. Market Penetration​ and distribution​: Being present in the ​market​ with such
large SKU’s and making it available through its robust distribution system,
Britannia has penetrated to every nook & corner of the country.
6. Market Leader​ in bakery​: Britannia Industries Limited (BIL) is a major player
in the Indian Foods market with a leadership position in the bakery category
and has a market share of 30% in the industry. Britannia offers both delightfully
indulgent and healthy choices in biscuits, bread, cake, rusk and a range of
dairy products that include cheese, curd and specially formulated functional
beverages with a dairy base.

WEAKNESSES :

1. Over dependency on the biscuit business​:​ Britannia’s 75% revenue comes

from biscuit business. Although they are the market leader in the same but
over-dependency on the same may affect their long term existence in the
business.
2. Various brands got commoditized over time​:​ Brands like Bourbon &
Glucose biscuits of Britannia got commoditized over time such as in case of
“Bourbon”, ​Parle​ also introduced “Parle Bourbon” biscuits. ​Brand name​ when
used like this by other companies, creates ​confusion​ in the mind of the
consumers resulting in loss of sale.
3. No overseas presence​:​ Apart from India Britannia have presence in Dubai &
Oman that too through subsidiaries. But the overall export of the products is
very less than its actual potential.
4. Struggling dairy business​:​ Dairy business contributes only 5% of the
company’s overall revenues.

OPPORTUNITIES :
 1. Emerging Dairy Industry​: With organoleptic (flavour, taste & colour) features
shaping the dairy industry, improving dairy products can help the company to
improve its market share & reposition itself in the dairy market.
2. Changing ​lifestyle​ & ​demand​ for healthier food products​: Improvement in
literacy rate, health awareness, changing lifestyle,& increase in ​disposable
income​ are shaping the demand for healthy food products.
3. Overseas Market​: Expanding its business to other overseas markets can help
the company to emerge as a global player in the food products.

​THREATS :

1. Competition in the market:​ With increasing number of players (local players –

Anmol, Priya ,​ ITC​, Parle), it’s becoming very hard for the company to
differentiate​ themselves from others. There is also a threat from counterfeit
products destroying its ​brand image​ in the market.
2. Price of raw material:​ The increasing price of commodities will result in further
increase in the price of the end product. Further increase in price will result in
decrease in ​profitability​ or reduced consumption.
3. Buyers power:​ With highly diversified consumer ​goods​ market where there
are lots of brands claiming different sorts of benefits, it’s very difficult for
consumers to stick to a particular brand & hence results into ​brand switching
where consumer get power to select a brand based on several factors like
availability, ​reference​ group recommendation, preference & price.
STANDARD CHARTERED  

ABOUT THE COMPANY :

Standard Chartered is a British multinational ​banking​ and financial services company with
headquarter in London, England. It has a global network and operates in more than 70
countries with more than 86000 employees. The bank is the main sponsor of the Liverpool
football club since 2010 and is proud to have its name featured on the famous red shirts. It is
listed on the London and Hong Kong Stock Exchanges as well as National and Bombay
stock exchanges in India.

The bank is India’s largest ​international bank with 100 branches in 43 cities and the bank
has been operating here since 1858. The key client’s segments include institutional banking,
private & commercial banking and retail banking as well. The bank also has the number of
subsidiaries operating here in India like Standard Chartered Securities (India) Ltd; Standard
Chartered Private Equity Advisory (India) Private Limited etc.

HISTORY AND ORIGIN :

The Chartered Bank began when ​Queen Victoria​ granted a Royal Charter to Scotsman
James Wilson​ in 1853. Chartered opened its first branches in ​Mumbai​ (Bombay), ​Kolkata
(Calcutta) and Shanghai in 1858, followed by Hong Kong and Singapore in 1859. The Bank
started issuing banknotes of the ​Hong Kong dollar​ in 1862.

SWOT ANALYSIS :

Standard Chartered Bank is a well-reputed financial institution with valued relationships with
various entities and with a business experience of over 50 years.
STRENGTHS :

1. Strong ​brand image​ and global footprint: ​Strong brand​ presence, high-quality
service, and sound financial capability have helped Standard Chartered create a
reputable brand image. It has a global program called Goal that helps ​empower​ girls
and women through sport and life-​skills​ training thus nurturing sustainable growth
and ​developmen​t.Standard Chartered is the only international brand that is present in
all the 10 ASEAN ​markets​ and takes pride in its diversity of ​people​, culture and the
global network which has helped develop the unique understanding of different
regions and the varying need across the markets.
2. Focus on emerging markets:​ ​The bank has worked rapidly in developing the
African, Asian and Middle Eastern local markets to find opportunities for growth and
help businesses achieve their financial aspirations. It offers innovative financial
products​ and differentiated service offering understanding the ​demands​ of the
diversified markets. The bank’s 80% profit comes from these emerging markets. The
bank has a large share in the non-resident Indian ​market​, which it calls “Global
Indian”, and this business was enhanced by the purchase of ​American Express
purchase in 2008.
3. Focus on sustainability: ​The sustainability philosophy of Standard Chartered is
based on the following three-valued behaviours which are “Never Settle”, “Do the
right thing” and “Better together”. It supports the UN’s Sustainable Development
Goals​ (‘SDGs’) and creates new opportunities through this.

WEAKNESSES:

1. High Dependence of South East Asian Economies:​Standard Chartered is

tremendously dependent on Asia for earnings, creating two-thirds of its revenue and
most of the profit.The Southeast and South Asia contributed to almost 27% of the
revenue but only 14% of profit mostly because of high losses on bad loans. Vietnam
is right now suffering from air pollution, the capital had just 38 days of fresh air in
2017. With the changing governance reforms in the Southeast Asian countries bank
will have to integrate the compliances with strategic initiatives. The new breed of
digital-only banks are hitting the market, there is a lot of push for digitization and
banks like Singapore’s DBS Group is already capturing the market so the competition
is immense.
2. Developed nation’s low productivity dragging down profits:​In the US, the weak
growth of productivity is keeping the rates of interest down and the Federal Reserve
Board cautious. Countries like the UK, Germany, and Spain are also not doing well
due to low investment and general growth slow down. The major problems faced by
the developed economies are weak demands, increased taxes, lack of reforms, oil
 price boom etc. and has risks of overheating and inflation. With no new investments
and growth opportunities, the profit from these developed economies is really low.

OPPORTUNITIES:

1. The potential for a ​boost​ from ​technology​ ​:​The rapid growth of technologies such
as AI, robotics, mobile, cloud IOT could bring the new wave of technology-driven
productivity growth in any economy. Philippines and India have benefitted
considerably from enhancing service exports with the help of technology. For any
emerging economy technology intervention can help the economy grow by creating
new opportunities and a scenario like this is good for Standard Chartered with
growing demands for investment and financial services. With the implementation of
technology like big data analytics, it will be easier to predict the success and failure
rates of customers in terms of mutual funds, loans etc. ensuring the risks taken is
minimal. Standard Chartered can find good opportunities for enhancing ​customer
service​ through technology-driven solutions.
2. Growth potential of emerging markets: ​The high productive economies like
Vietnam, ​China​, Taiwan, and India enjoy stronger credit, stock & property market
also rising real exchange rate. Standard Chartered is well-positioned to benefit from
the trade flows between Africa, Asia, and the Middle East. The Asian outlooks stable
despite rising US-China trade tensions it has stronger fiscal and current account
balances and higher Forex Reserves compared to other emerging markets. India has
supportive ​demographics​ and economic ​opportunity​, with Standard Chartered, is
looking for opportunities to roll out digital capabilities in retail, build commercial
banking franchise etc.
3. Low market share: ​SCB does not have that much good market share as other
multinational banks. It’s because SCB's marketing strategy is not aggressive. They
always follow a defensive and conservative strategy. This may be considered as a
weakness.

TH​REATS:

1. Changing macroeconomic conditions: ​According to global banking outlook survey,

most bankers anticipate that the costs will continue to increase over the next three
years. The moderate savings are reallocated to cybersecurity spending and growth
initiatives. It is expected that the cost increase is 2.1% over the next three. The trade
tensions and the USD strength is also affecting the business sentiments in the
emerging markets, Japan and Europe. In the Q4 of 2018, more volatility is expected
by developments in global trade, growth, and differences in ​interest rates​. War.
2. Geopolitical ​events​: T ​ he US imposed another round of tariff worth $200 billion
worth of Chinese export. China has declined US’s offer to discuss trade offers. The
trade tensions are rising. The oil prices are becoming more uncertain as the ​demand
for oil is increasing. The strength of GBP(Great Britain Pound) has been driven by
expectations that a “no-deal Brexit” will be prevented by compromise on both sides.
In a situation like this investment is a huge risk. In this political unrest, there is no
stable ​environment​ for the bank to carry out its ​operations​ in these strategic markets.
3. Fierce Competition in the market: ​The banks are facing heightened competition
from new market entrants including digital banks and other institutions which offers
high-tech and high-touch branch services. Such challenges have rapidly evolved due
to changing customer behaviours and expectations which is forcing banks to invest in
customer technology to prevent customer leakages. ​HSBC​ bank which is one of the
main competitors of Standard Chartered is ​planning​ to make $15-$17 billion
investment as it moves from cost-cutting to growth. Standard Chartered will have to
make strategic decisions and investments to say ahead of the competition.
CONSUMER PROTECTION 
INTRODUCTION 
 
MEANING:

Consumer protection is the practice of safeguarding buyers of goods and services, and the
public, against unfair practices in the ​marketplace​. Consumer protection measures are often
established by law. Such laws are intended to prevent businesses from engaging in ​fraud​ or
specified ​unfair practices​ in order to gain an advantage over competitors or to mislead
consumers. They may also provide additional protection for the general public which may be
impacted by a product (or its production) even when they are not the direct purchaser or
consumer of that product. For example, government regulations may require businesses to
disclose detailed information about their products—particularly in areas where public health
or safety is an issue.

CONSUMER PROTECTION ACT,1986

With changing times, the economic and business environment of India also went through a
change. In the 1980s and 1990s, we opened our economy and truly became a global trading
partner with the world. This exposed customers to new products but also new problems. This
act was introduced to safeguard consumers and their rights.
The Consumer Protection Act, 1986 (COPRA) is an ​Act​ of the ​Parliament of India​ enacted in
1986 to protect the interests of consumers in ​India​. It is replaced by The Consumer
Protection Act 2019. It is made for the establishment of consumer councils and other
authorities for the settlement of consumer's grievances and matters connected with it. The
act was passed in Assembly in October 1986 and came into force on December 24, 1986.

CONSUMER AWARENESS, CONSUMER RIGHTS AND CONSUMER

RESPONSIBILITIES :

.Consumer Awareness is the process of making the consumer of goods and services aware
of his rights. It involves educating a consumer about safety, information and the redressal
options available to him.
In this age of globalisation, the main objective of each producer is to maximize his profit.
Therefore, in fulfilment of their aim, they forget the interests of consumers snd exploiting
them, for example - overcharging, underweighing, selling of adulterated goods and poor
quality goods, misleading the consumers, etc. In order to save themselves from being
cheated, it is necessary for a consumer to be aware.

Consumer Rights is an insight into what rights consumer holds when it comes to the seller
which provide the goods. What if the goods provided to the consumer by the ​business​ is not
up to the standard? Then in that case – what should a consumer do?
 ● Right to Safety:​ This is the first and the most important of consumer rights. They
should be protected against the product that hampers their safety. The
protection must be against any product which could be hazardous to their health
– mental, p​hysical​ or many of the other factors.
● Right to Information:​ They should be informed about the product. The​ product
packaging​ should list the details which should be informed to the consumer and
they should not hide the same or provide false information.
● Right to Choose​: They should not be forced to select the product. A consumer
should be convinced of the product he is about to choose and should make a
decision by himself. This also means the consumer should have a variety of
articles to choose from. ​Monopolistic​ practices are not legal.
● Right to Heard:​ If a consumer is dissatisfied with the product purchased then
they have all the right to file a complaint against it and the said complaint cannot
go unheard, it must be addressed in an appropriate time frame.
● Right to Seek Redressal​: In case a product is unable to satisfy the consumer
then they have the right to get the product replaced, compensate, return the
amount invested in the product. We have a three-tier system of redressal
according to the ​Consumer Protection Act 1986​.
● Right to Consumer Education:​ Consumer has the right to know all the
information and should be made well aware of the rights and responsibilities of
the government. Lack of Consumer awareness is the most important problem
our government must solve.

Consumers have certain ​responsibilities ​:

1. The responsibility to be aware of the quality and safety of goods and services before
purchasing.
2. The responsibility to gather all the information and facts available about a product or
service as well as to keep abreast of changes and innovations in the marketplace.
3. The responsibility to think independently and make choices about well-considered
needs and wants.
4. The responsibility to speak out, to inform manufacturers and governments of needs
and wants.
5. The responsibility to complain and inform business and other consumers of
dissatisfaction with a product or service in a fair and honest manner.
6. The responsibility to be an ethical consumer and to be fair by not engaging in
dishonest practices which cost all consumers money.
7. The responsibility to respect the environment and avoid waste, littering and
contribution to pollution.
In this project, I will do two case studies involving cases where consumer rights were
violated :

1. Britannia vs.Lalji Patel

2. Standard Chartered Bank vs. Sri Dinesh Ahuja
BRITANNIA VS. LALJI PATEL 

THE CASE

The matter pertains to Lalji Patel, a resident of Naranpura who had in July 2012 bought six
packets of Marie biscuits manufactured by the company from a local shop.

Patel on receiving the biscuits felt that they were underweight and got them weighed in an
ISO certified weighing company. It was found that against the 122 gm mentioned on the
packaging, the actual weight of four of the packets were 104gm, 112 gm, 114 gm and 117
gm. He approached the shopkeeper who too weighed it and found that the biscuits weighed
less than what was mentioned but refused to refund the money. Patel then dragged the
company to the consumer forum. The consumer court issued notices to the company as well
as the dealer and owner of the retail shop on October 20, 2012.

The company in its defence said that it has the highest manufacturing quality and its
production facilities are of international standards. Due to the mechanical packaging,
sometimes there would be some minor difference in the weight of the product and that
standardised error in weight was permitted up to a certain limit.

It further argued that apart from packing several other factors like weather, transportation etc
also influenced the weight of the product.

It also argued that the error was inadvertent and was not intended to cheat and hence it
cannot be accused of unfair trade practices. The company also said that it had offered to
replace as well as refund the cost of the biscuit which the consumer hadn't agreed to.

RIGHTS VIOLATED:

The consumer, Lalji Patel was misled and his Right to Information was violated. The local
shop from which he had bought the commodity refused to supply with him another pack or
refund him. He was cheated and subjected to underweighing, an unfair trade practice.
REMEDY BY THE COURT:

The Ahmedabad branch of Consumer Dispute Redressal​ Forum ​said that the biscuits in
question had been weighed in both private and government labs and in all the instances the
weight was lower than what was mentioned. It further said that one of the packets had 15gm
less than the standard error in weight that was allowed for. It thus did not entertain the
company's argument that it was an inadvertent error stating that inadvertently none of the
biscuits seemed to weigh more than what was mentioned.

It also dismissed the queries about the bill not mentioning details of the product on the
grounds that the shopkeeper had confirmed that the consumer had bought the packets.

It said that while this customer was vigilant enough to notice the lower weight several others
may have been duped because an entire lot had lower weight than usual.

The court in its order said that the difference in actual and printed weights on the packets
was not negligible and was more than the maximum permissible error and hence came
under "unfair trade practice" and malpractice with consumers.

The consumer court has slapped a Rs 25,000 fine on Britannia Industries for selling biscuit
packets weighing less than what was printed on them and ordered to deposit the same to
Consumer Welfare Fund.​ ​The forum also directed the company to pay Rs 6,000 to
complainant Lalji Patel.

ACTION TAKEN BY THE COMPANY:

Even though the company came up with several reasons stating why the actual weight
differed from what was mentioned on the packets, the forum ordered it to not only pay a
huge fine of Rs.25000 but also pay an amount of Rs.6000 to Lalji Patel. The court revealed
the true pretence of the company.

The company then had no option but to comply with the orders.
STANDARD CHARTERED BANK VS. SRI 
DINESH AHUJA 
THE CASE :

Dinesh Ahuja, the complainant obtained a home loan of Rs.26,35,000 at a low-interest rate
of 7% p.a. An agreement was entered into and a promissory note was also executed. The
loan was to be paid within 180 EMIs of Rs.23,684. As per the agreement, the bank should
have charged interest at 7% p.a. , however, the bank charged interest at various rates from
7-13.40% per annum arbitrarily against the agreement entered into by the parties. The bank
charged an excess sum of Rs.396713.53. The complainant asked the amount to be
refunded. The bank refused. The reason was that the interet rates varied in sync with market
conditions.

RIGHTS VIOLATED:

There was not only deficiency in service but there was also unfair trade practice present in
this case. The company misled the complainant and misinformed him by not giving him full
details.

REMEDY BY THE COURT:

The company said, before the court that it was a case of floating interest according to which
intesest rate can vary depending on market conditions. The complainant insisted it was a
case of fixed interest. The court took into consideration the letter which the complainant had
recieved which mentioned a special offer which said that the bank offered a special offer
wheren the complainant could avail at a low interest of 7% p.a. This offer would be valid for
only a month from the date of issue. It was offered at a time when the prevailing rate of
interest was 10% p.a. When the court looked into the terms and conditions of the contract
the parties entered into, it was mentioned that the interest rate would remain fixed through
the tenure of the loan. The court ordered the bank to pay 3,96,713.53 to the complainant
within 30 days and it was directed to pay a sum of Rs.2000 to the complainant as the cost of
this litigation.

ACTION TAKEN BY THE COMPANY:

The company had no option but to comply with the order of the court and pay the total
amount to Sri Dinesh Ahuja within the time period of 30 days.
CONCLUSION 
SWOT Analysis is a proven management framework which enables a brand like Britannia
Industries to benchmark its business & performance as compared to the competitors and
industry. As of 2020, Britannia Industries is one of the leading brands in the food &
beverages sector.

Britannia seeks to maintain and enhance the company’s reputation by providing consumers
with high quality products and services. The company views feedback(including
complaints/compliments) from its consumers as an opportunity to learn and improve for the
future and is committed to being responsive to the needs and concerns of consumers or
potential consumers and to resolve their complaints as quickly as possible in an amicable
manner.

This policy has been designed to provide guidance on the manner in which they receive and
manage feedback from consumers. They are committed to being consistent, fair and
impartial when handling a consumer complaint.

As of 2020, Standard Chartered Bank is one of the leading brands in the banking & financial
services sector. While it enjoys several strengths, it is imperative that it pays attention
towards its weaknesses and works on them.

In the present scenario of competitive banking, excellence in customer service is the most
important tool for sustained business growth. Customer complaints are part of the business
life in any corporate entity. This is more so for banks because banks are service
organizations. As a service organization, customer service and customer satisfaction is their
prime focus. They believe that providing prompt and efficient service is essential not only to
attract new customers but also to retain existing ones. Their bank has come up with a lot of
initiatives that are oriented to providing better customer service and a better complaints
redressal mechanism with a view to serve customers.
ACKNOWLEDGEMENTS 
I would like to express my special thanks of gratitude to my teacher, as well as our
Principal who gave me the excellent opportunity to do this interesting project. This
helped me in doing a lot of research and I came to know about a variety of new
things.
BIBLIOGRAPHY 

WEBSITES :

1. https://www.sc.com/in/assets/pws/pdf/greviance-redressal-050215.pdf
2. https://timesofindia.indiatimes.com/business/india-business/consumer-forum-fines-bri
tannia-for-biscuits-packet-with-less-weight/articleshow/63113905.cms
3. https://www.casemine.com/judgement/in/5909e1a14a932663936b492d
4. https://www.pressreader.com/india/consumer-voice/20180301/281943133396113
5. https://www.toppr.com/guides/business-studies/consumer-protection/consumer-prote
ction-act/#:~:text=A%20consumer%20is%20one%20that,also%20hires%20service%
20for%20consideration​.
6. www.marketing91.com