I firmly believe that there is no need to feel like a beggar when seeking your basic rights. However, because of weak governance and lack of accountability of most organisations — government departments or private institutions like banks, hospitals or service providers — it’s difficult for customers to insist upon their rights.
Financial rights vary across products and sectors. But investors should first understand the distinction between information and advice. Any advertisement or brochure gives you information, but it is your right to ask for personal financial advice. Whether the advice comes free or at a fee depends on the company.
However, understand that though financial products are typically sold on advice, your rights are not protected if you buy the product based on that advice. Many institutions have created redress and grievance cells, but few of them actually clearly define the cell’s duties, what it will do, and whose interest it will take into account.
I recollect how a widow who had to receive a tax refund in 1979 had to wait till 2000 to receive what was rightfully hers. Taking 21 years to do what should have been done in less than a month reflects the lack of governance and the will of officials concerned to sort and solve. It is this apathy and lackadaisical attitude that made me think of ways to end the culture of bribery and build a movement that would help people fight for their rights.
People often ask me what the driver was for me to take up fighting for rights of others. My journey did not start overnight. It was a slow process, driven more by anger and frustration than by inspiration. While working with the Income Tax Department, I could see innumerable instances of a total lack of respect towards honest taxpayers. It was as if the system was making it impossible to lead an honest life. I think that’s what led to wanting to do something for the good of society at large. Parivartan happened this way in 2000.
The Right to Information (RTI) Act empowers every citizen to get justice if it is being denied. The thing is that even if you do not get an answer to the RTI application, the grievance is generally addressed. To me, it illustrates the power of this one Act. Just recently, we were approached by a woman who had retired in May 2006 and had not received her pension. I helped her draft an RTI application and within 10 days she had a response; such is the power that people wield.
While RTI has helped to sort out issues with government offices and departments, there is still a lot that is lacking in the private sector, especially services companies. Most people passively accept sub-standard service, when they are actually paying for far better quality. Although a few court cases on government transparency have gained publicity, they have done little to help people assert themselves and take their rights into their own hands.
Consumer courts are in the news a lot these days. It is good that some people are fighting for their rights. The need is to educate the larger masses; to teach them not to accept whatever they are given, and to bring good governance and accountability into positions of power.
By Arvind Kejriwal, Founder Member, Parivartan
