Pramod bought an iron of a reputed brand for Rs. 2,500 but it caused an electric shock while it was being used. Pramod wants to exercise his Right. Identify the Right under which he can be protected.
(a) Right to Safety
(b) Right to choose
(c) Right to be heard
(d) Right to seek redressal
✔ Answer
(a) Right to Safety
Rajnish purchased a diesel car for Rs. 17 lacs from an automobile company and found its engine defective. Despite many complaints the defect was not rectified. Suggest to him the appropriate authority where he could file a complaint under Consumer Protection Act:
(a) National commission
(b) Supreme court
(c) State commission
(d) District commission
✔ Answer
(d) District commission
The consumer has the right to get compensation against unfair trade practices under right to
(a) Right to choose
(b) Right to seek redressal
(c) Right to safety
(d) Right to be heard
✔ Answer
(b) Right to seek redressal
______ is the standardized mark on jewellery
(a) ISI
(b) FPO
(c) Hallmark
(d) CERC
✔ Answer
(c) Hallmark
"The consumer has a right to file a complaint and to be heard in case of dissatisfaction with a good or a service." Which right of the consumer is highlighted in this statement?
(a) Right to be heard
(b) Right to be assured
(c) Right to Safety
(d) Right to be informed
✔ Answer
(a) Right to be heard
Which of the following point does not highlight the importance of consumer protection from the point of view of consumers?
(a) Consumers' ignorance
(b) Unorganized consumers
(c) Moral justification
(d) Widespread exploitation of consumers
✔ Answer
(c) Moral justification
Identify the type of product to which the symbol illustrated by the picture given above is related:
🍎 FPO
(Standardization mark for fruit products)
(a) Fruit and vegetable product
(b) Metal products
(c) Agricultural commodities
(d) Electrical goods
✔ Answer
(a) Fruit and vegetable product
Assertion (A): It becomes necessary to educate consumers about their rights and reliefs available to them.
Reason (R): Consumer protection has a wide agenda.
(a) Both (A) and (R) are true and (R) is the correct explanation of (A)
(b) Both (A) and (R) are true but (R) is not the correct explanation of (A)
(c) (A) is true but (R) is false
(d) (A) is false but (R) is true
✔ Answer
(b) Both (A) and (R) are true but (R) is not the correct explanation of (A)
Assertion (A): The marketers should offer a wide variety of products to the consumers.
Reason (R): The Consumer has the freedom to choose from a variety of products at competitive prices.
(a) Both (A) and (R) are true and (R) is the correct explanation of (A)
(b) Both (A) and (R) are true but (R) is not the correct explanation of (A)
(c) (A) is true but (R) is false
(d) (A) is false but (R) is true
✔ Answer
(a) Both (A) and (R) are true and (R) is the correct explanation of (A)
Who, of the following, cannot be considered a consumer?
(a) A person who buys things to further sell them
(b) A person who gets things without consideration
(c) A person who uses things without the permission of the purchasers
(d) All the above.
✔ Answer
(d) All the above.
Rajesh purchased a 500 ml bottle of fruit juice for Rs. 80 in Mumbai a local store. While consuming it, he found an insect floating in it. He sent a legal notice to the company immediately and decided to approach a Consumer Disputes Redressal Agency for a relief of Rs. 2 lakh.
(a) Which Consumer Disputes Redressal Agency did Rajesh approach, out of the three-tier machinery set up under Consumer Protection Act, 2019 for redressal?
(b) If Rajesh is not satisfied by the order of the above agency, where can he appeal against such order and within how many days?
✔ Answer
(a) Rajesh can approach District Commission.
(b) If Rajesh is not satisfied by the order of District Commission, he can appeal against such order to the State Commission within 45 days from such order.
Rashmi set up a company "Natural Ltd." to manufacture Lipstick using flowers grown in her farms instead of chemicals that are hazardous to health. The package of the product was eco-friendly and had details like price, quantity, ingredients, directions for use, and other relevant information. It also carries the contact details like address, phone number, and email id of 'Natural Consumer Service and Grievance Cell'. The Lipstick became very popular and she started getting orders from all over the country. This initiative by Rashmi helped in creating employment opportunities in her village.
(I) "The package of the product was eco-friendly and had details like price, quantity, ingredients, directions for use and other relevant information." Which Right of Consumer is discussed in this statement?
(II) "It also carries the contact details like address, phone number and email id of 'Natural Consumer Service and Grievance Cell'." Which Right of Consumer is discussed in this statement?
(III) Which social objective is being fulfilled by Rashmi?
✔ Answer
(I) (d) Right to be informed
(II) (a) Right to be heard
(III) (d) All of these
Arnav purchased a car for Rs. 25 lakhs from an automobile company and found that its airbags were defective. After many complaints with the company that went unheard, he filed a case in the District Commission. He was not satisfied with the order of District Commission. He then appealed before the State Commission and on being dissatisfied with the orders of State Commission, he appealed before the National Commission. Arnav was not satisfied with the orders of National Commission.
Suggest him the authority where he could appeal against the decision of National Commission.
✔ Answer
Arnav cannot appeal to any other higher authority as only those matters which have been directly filed in the National Commission and where the value of goods and services in question along with the compensation claimed exceed Rs. 10 Cr are appealable before the Supreme Court.
'Grahak Shakti' an NGO organized a workshop to discuss various issues relating to consumers. During the discussions, one of the members drew attention towards exploitation of consumers due to defective and unsafe products, adulterations, black marketing, hoarding etc. To this another member argued that consumers themselves are responsible as they do not raise collective voice against the exploitation. The chairperson of the organization was of the opinion that it was also the duty of the businessman to take care of the interests of various stakeholders. Business organizations earn money by selling goods and services to the consumers. So the interests of the stakeholders have to be well taken care of.
State three points that highlight the need for consumer protection as discussed in 'Grahak Shakti' workshop.
✔ Answer
- Widespread exploitation of consumers – due to defective and unsafe products, adulterations, black marketing, hoarding etc.
- Unorganized consumers – consumers do not raise collective voice against the exploitation.
- Social responsibility – it is the duty of the businessman to take care of the interests of various stakeholders.
State the role of consumer organizations and non-governmental organizations for the protection and promotion of consumers interests on the basis of any four points.
✔ Answer
- Educating the general public about consumer rights and responsibilities.
- Publishing periodicals to spread awareness about consumer issues.
- Carrying out comparative testing of products to help consumers make informed choices.
- Encouraging consumers for protest and take action against unscrupulous, exploitative and unfair trade practices.
Anita buys a packet of dry cake from a cake shop without asking for the bill. The pack does not bear any information other than the name of the shop. After reaching home she finds the cake to be stale.
(a) Identify the consumer right that has been violated.
(b) State any three responsibilities that a consumer must keep in mind while purchasing any good.
✔ Answer
(a) Right to information – the pack does not bear any information other than the name of the shop.
(b) Three responsibilities that a consumer must keep in mind:
- Be aware about all similar products.
- Insist for cash memo.
- Focus on only standardized products.
- Learn about the associated risks.
Nitish went to a shop to purchase a shirt. The shopkeeper offered him three colours of shirts. Nitish asked him to show him the shirt which was on display. The shopkeeper told him that he could not buy that shirt and would have to choose from the options provided by him. Out of necessity and lack of time Nitish purchased a shirt out of the shirts shown by the shopkeeper. He paid him cash and didn't take the cash memo. Later, when he wore the shirt at home and was about to leave, he found one button of the shirt missing. He went to the shop the next day and asked for replacement. The shopkeeper bluntly denied that the shirt was purchased from him.
(a) Which consumer right of Nitish is violated here?
(b) Which consumer responsibility was not fulfilled by Nitish which led to this situation?
(c) Can Nitish file complaint against the shopkeeper?
(d) From the point of view of business which type of interest has been overlooked by the shopkeeper? Why?
✔ Answer
(a) The consumer right of Nitish which is violated here is 'Right to Choose or to be Assured'. The shopkeeper told him that he could not buy that shirt and would have to choose from the options provided by him.
(b) The consumer responsibility which was not fulfilled by Nitish was 'Ask for a cash memo after purchasing goods and services'. He paid him cash and didn't take the cash memo.
(c) No, Nitish can't file the complaint against the shopkeeper as there is no proof of purchase since he forgot to take the cash memo from him.
(d) From the point of view of business the interest which has been overlooked by the shopkeeper is 'Long-term interest of business' because a good businessman knows that the customer should be satisfied for repeat purchase and customer retention which eventually helps in increasing the customer base.
Kunal is engaged in trading of Smart Televisions. He purchases these televisions from 'Gupta Electronics', the manufacturer. All the televisions are certified by 'Bureau Of Indian Standards'. During Deepawali season, 'Gupta Electronics' supplied some defective television sets to Kunal. Kunal is getting complaints about the televisions from almost all the customers.
(a) Who amongst the following can exercise his/her 'Right' and against whom?
(b) Define 'Consumer' as per the provisions of the Consumer Protection Act, 2019.
(c) State the 'Right' which can be exercised to get relief?
✔ Answer
(a) Consumers can exercise their Right against Gupta Electronics.
(b) Definition of Consumer – Any person who buys any goods for a consideration, which has been paid or promised, or partly paid and partly promised or under any scheme of deferred payment. It includes any user of such goods, when such use is made with the approval of the buyer, but does not include a person who obtains goods for re-sale or any commercial purpose.
Any person who hires or avails of any service, for a consideration which has been paid or promised or partly paid and partly promised or under any system of deferred payment. It includes any beneficiary of services when such services are availed of for any commercial purposes.
(c) Right to Seek Redressal
In a colony several people purchased mosquito killing rackets from a company. The majority of rackets turned useless within a period of two months. Rishank who was one of the residents of the colony decided to take the matter to the consumer court but the residents were not united and he felt himself alone on the issue. The price of the racket was Rs. 450. Meanwhile one of the friends of Rishank who was a journalist reported about the incident in a daily newspaper.
When the company learnt about the situation it decided to take a milestone step. The company decided to take back or repair all the faulty rackets from the residents of the society. The whole story took an interesting twist when a technician from the company told the management that in the instruction book provided with the racket it was written to clean the racket with special care after every one month. When enquired it was found that the residents with faulty rackets including Rishank didn't clean their rackets after one month.
(a) Which important aspect from consumer point of view is highlighted in the above case?
(b) At which level of consumer court could Rishank apply for the claim of his loss?
(c) What was the important aspect from the point of view of business which compelled the company to take such a milestone step?
(d) Which consumer responsibility was not followed by the residents of Rishank's colony?
(e) Which consumer right was helped protected by the company?
✔ Answer
(a) The important aspect from consumer point of view highlighted in the above case is 'Unorganised Consumers'. Rishank who is one of the residents of the colony decided to take the matter to the consumer court but the residents were not united and he felt himself alone on the issue.
(b) Since the compensation claimed by Rishank would have been less than Rs. 1 Cr (as the price of racket is Rs. 450), he could have approached the District Commission.
(c) The important aspect from the point of view of business which compelled the company to take such a milestone step was 'Moral Justification'. The Company came to know for the first time through newspaper news. Had they been earlier informed and would not have taken any action the answer would be 'Government Intervention'.
(d) The consumer responsibility not followed by the residents of Rishank's colony was 'Following manufacturer's instructions'. In the instruction book provided with the racket, it was written to clean the racket with special care after every one month. When enquired it was found that the residents with faulty rackets including Rishank didn't clean their rackets after one month.
(e) The consumer right which was helped protected by the company was 'Right to be Informed'. The Company from its side gave 'directions for use' which showed that this right of consumer was protected.
Manisha purchased one litre of pure desi ghee from a shopkeeper. After using it, she had doubts that it was adulterated. She sent it for a laboratory test which confirmed that the ghee was adulterated.
State any six reliefs available to Manisha if she complains and the consumer court is satisfied about the genuineness of the complaint.
✔ Answer
The six reliefs available to Manisha are listed below:
- Removal of defects or withdraw the hazardous goods from sale.
- To provide replacement for the defective product.
- To refund the price paid for the product, or the charges paid for the service.
- To pay a reasonable amount of compensation for any loss or injury suffered by the consumer due to the negligence of the marketer.
- Not to offer hazardous goods for sale.
- To issue corrective advertisement to neutralize the effect of a misleading advertisement.