NCERT Solutions - Consumer Protection

Very Short Answer Type Questions

Q2: Which quality certification mark is used for agricultural products? 
Ans: Agmark. Agmark certifies the quality and standard of agricultural products so that consumers can trust the product's quality.

Q3: What is the jurisdiction of cases that can be filed in a State Commission?
Ans: Cases where the value of goods or services paid as consideration exceeds ₹1 crore but does not exceed ₹10 crore. These limits are prescribed under the Consumer Protection Act, 2019 for filing complaints at the State Consumer Disputes Redressal Commission.

Q4: State any two relief available to consumers under CPA.
Ans: (i) To remove the defect in goods or deficiency in services (for example, repair or replacement).
(ii) To refund the price paid for the product or charges paid for the service (full or part refund as appropriate).

Q5: Name the component of product mix that helps the consumer to exercise the right to information. 
Ans: Labelling. Appropriate labelling provides product details such as ingredients, price, manufacture and expiry dates, and usage instructions, enabling informed choices.

Short Answer Type Questions

• The Consumer Protection Act: The Consumer Protection Act (originally 1986, now replaced by the Consumer Protection Act, 2019) offers protection to consumers against faulty products, poor services, and unfair business practices. 
• The Indian Contract Act, 1872: This act outlines the rules that make promises in a contract binding for both parties and provides remedies in case of breach. 
• The Sale of Goods Act, 1930: This law provides protections and remedies for buyers when the products they purchase do not meet the stated conditions or warranties. 
• Essential Commodities Act, 1955: This act is aimed at regulating the production, distribution, and pricing of essential goods to protect consumers from shortages and unfair pricing. 
• The Agricultural Produce (Grading and Marking) Act, 1937: This act sets quality standards for agricultural products and livestock to ensure fair trade and protect buyers. 
• The Prevention of Food Adulteration Act / Food Safety Laws: Earlier laws such as the Prevention of Food Adulteration Act, 1954, aimed to prevent contamination of food. These functions are now covered under the Food Safety and Standards Act, which ensures food purity and safety. 
• The Standards of Weights and Measures Act, 1976: This act protects consumers from fraudulent practices related to underweight or incorrect measurements of goods. 
• The Trade Marks Act, 1999: This law prevents the use of fake trademarks on products, helping to protect consumers from being misled by imitators. 
• The Competition Act, 2002: This act safeguards consumers from anti-competitive business practices that harm choice and fair prices in the marketplace. 
• The Bureau of Indian Standards (BIS) legislation: The BIS sets quality standards for many products and provides BIS/ISI certification so consumers can identify standardised and tested goods.

Q2: What are the responsibilities of a consumer? 
Ans: Know about different goods and services in the market to make informed decisions. 

• Purchase only standardised products because they ensure quality. Look for the ISI mark on electrical items, FPO mark on certain food products, and Hallmark on jewellery, etc. 
• Understand the risks related to the products and services you use and choose accordingly. 
• Read labels carefully to find important details like price, weight, manufacturing date, and expiry date before buying. 
• Stand up for yourself to get a fair deal when buying goods or services; raise legitimate complaints when necessary. 
• Be honest in your transactions and purchase only legal goods and services. 
• Always ask for a cash memo or invoice as proof of purchase; it is essential for seeking redressal later. 
• If you experience any issue with the quality of purchased goods or services, file a complaint with the appropriate consumer forum or seller. 
• Form or join consumer societies that can help educate people and protect their collective interests. 
• Respect the environment by avoiding waste, not littering, and reducing pollution while using products and services.

Q3: Who can file a complaint in a consumer court?
Ans: A complaint can be made by

1. Any consumer.
2. Any registered consumer's association.
3. The Central Government or any State Government.
4. One or more consumers on behalf of numerous consumers having the same interest.
5. A legal heir or representative of a deceased consumer.

Q4: FSSAI (Food Safety and Standards Authority of India) has made a proposal for hotels and other food outlets to declare the kind of oil/fat used in cooking each of the food items on their menus. Name and explain the Consumer Right being reinforced by this proposal. 
Ans: The proposal reinforces the Right to be Informed. This right ensures that consumers have accurate, clear and transparent information about the products and services they buy or consume. By requiring hotels and food outlets to state the type of oil or fat used for each menu item, consumers can make choices based on health, allergies, religious or dietary preferences. For example, a consumer concerned about saturated fats can avoid items cooked in certain oils, while someone with an allergy can steer clear of dishes made with an allergenic fat. Such labelling empowers consumers to make safer and healthier choices.

Q5: Who is a consumer as per CPA?
Ans: According to the Consumer Protection Act, a consumer is defined as any person who: 

1. Buys any goods for a consideration (paid, promised, partly paid, or under a system of deferred payment). This definition includes a person who uses such goods with the buyer's approval, but does not include a person who obtains the goods for resale or for any commercial purpose.
2. Hires or avails of any services for a consideration (paid, promised, partly paid, or under a system of deferred payment). This definition also includes a beneficiary of such services when the services are availed with the approval of the person who hired them.

Long Answer Type Questions

• Long-Term Business Goals: Companies should focus on long-term profitability by keeping customers satisfied. Satisfied customers are more likely to buy again and to recommend the business to others, helping growth and stability.
• Use of Society's Resources: Businesses use resources drawn from society. They therefore have a duty to offer products and services that benefit consumers and do not harm the community.
• Social Responsibility: Firms owe responsibilities to many stakeholder groups. Since consumers fund business through purchases, companies must pay attention to consumer welfare and fair treatment.
• Moral Duty: Businesses have an ethical obligation to protect consumers from exploitation, unsafe products, misleading advertising, and unfair trade practices such as hoarding or black-marketing.
• Government Oversight: Exploitative behaviour can invite government action, fines and restrictions. Businesses that follow consumer-friendly practices reduce legal risk and build trust with regulators and customers.

Q2: Explain the rights and responsibilities of consumer? 
Ans: Consumer Protection Act:

Rights of Consumers:

• Right to Safety: Consumers have the right to be protected against goods and services that are hazardous to life or health. For example, consumers should prefer products that meet recognised safety standards and labels such as FPO/ISI where applicable.
• Right to be Informed: Consumers have the right to complete information about a product before purchase, including ingredients, price, quantity, manufacture and expiry dates, and instructions for use.
• Right to Choose: Consumers should have access to a variety of quality products at competitive prices so they can select the product that best meets their needs.
• Right to be Heard: Consumers have the right to voice complaints and concerns and to have such grievances considered by appropriate forums and organisations.
• Right to Seek Redressal: Consumers have the right to obtain a remedy for defective goods, deficient services, or unfair trade practices. Remedies may include repair, replacement, refund, or compensation.
• Right to Consumer Education: Consumers have the right to acquire knowledge about their rights and how to use available mechanisms to protect themselves.

Consumer Responsibilities:

• Consumers must be aware of their rights and the means to enforce them.
• Consumers should be careful and informed while purchasing a product, checking labels and certifications.
• They should file genuine complaints for redressal when their rights are violated.
• Consumers must buy standardised goods wherever possible and avoid illegal or unsafe goods.
• They should always ask for a cash memo or invoice to preserve proof of purchase for future claims.

Q3: What are various ways in which the objective of consumer protection can be achieved?
Ans: Various ways in which the objective of consumer protection can be achieved are given below:

• Self-Regulation by Businesses: Responsible companies follow ethical practices and maintain customer service and complaint cells to resolve issues quickly.
• Business Associations: Trade bodies such as the Federation of Indian Chambers of Commerce and Industry (FICCI) and the Confederation of Indian Industry (CII) create codes of conduct to guide members on fair dealing with consumers.
• Consumer Awareness: An informed consumer is less likely to be exploited. Awareness campaigns help people understand their rights and remedies.
• Consumer Organisations: These groups educate consumers, conduct comparative tests, and take collective action against unfair practices.
• Government: The government enacts and enforces laws, such as the Consumer Protection Act, 2019, and sets up a three-tier redressal system to protect consumer interests.

Q4: Explain the redressal mechanism available to consumers under the Consumer Protection Act, 2019.
Ans: The Consumer Protection Act, 2019 provides a structured and accessible redressal mechanism as follows:

1. District Consumer Disputes Redressal Commission (DCDRC): Consumers can file complaints before the District Commission for cases where the value of goods or services and compensation claimed does not exceed ₹1 crore.

2. State Consumer Disputes Redressal Commission (SCDRC): The State Commission hears appeals against District Commission orders and handles complaints where the value exceeds ₹1 crore but does not exceed ₹10 crore.

3. National Consumer Disputes Redressal Commission (NCDRC): The National Commission hears appeals against State Commission orders and deals with complaints where the value of goods or services and compensation claimed exceeds ₹10 crore. It also decides important points of law.

4. Alternate Dispute Resolution (ADR): The Act encourages mediation, conciliation and other ADR methods to resolve disputes more quickly and amicably outside formal proceedings.

5. Powers of Consumer Commissions: Commissions can order refund of the price paid, replacement of goods, removal of defects, compensation for loss or injury, discontinuance of unfair trade practices, and costs of litigation.

6. Online Dispute Resolution: The Act recognises online complaints and provides for digital filing and resolution mechanisms to handle e-commerce disputes efficiently.

These measures aim to make consumer redressal accessible, speedy and effective.

Q5: Explain the role of consumer organisations and NGOs in protecting and promoting consumer's interest. 
Ans: Consumer organisations and NGOs perform several functions for the protection and promotion of consumers' interests. Some key roles are:

• Educating the public about consumer rights through training programmes, seminars and workshops. 
• Publishing newsletters and materials to inform people about consumer issues, legal developments and remedies. 
• Conducting product tests in certified laboratories to compare the quality of different brands and publishing the results to guide buyers. 
• Encouraging consumers to oppose unfair treatment and exploitation by businesses. 
• Providing legal assistance and advice to consumers seeking redressal. 
• Filing complaints in consumer courts on behalf of consumers to ensure their grievances are heard. 
• Initiating public interest litigation and test cases to protect the larger interest of consumers rather than individual gain. 

Q6: Mrs. Mathur sent a jacket to a laundry shop in January 2018. The jacket was purchased at a price of ₹4,500. She had previously sent the jacket for dry cleaning with Shine Dry Cleaners and the jacket was cleaned well. However, she noticed that her jacket had white discoloration marks when she collected the jacket this time. On informing the dry cleaner, Mrs. Mathur received a letter confirming that discolouration indeed appeared after the jacket was dry cleaned. She contacted the dry cleaner multiple times and requested for compensation for discoloured jacket but to no avail.
Upon Consumer court's intervention, Shine Dry Cleaners agreed to compensate Rs. 2,500 to Mrs. Mathur for the discoloured jacket. 
Questions:
(a) Which right was exercised by Mrs. Mathur at the first instance. 
(b) Name and explain the right which helped Mrs. Mathur to avail the compensation. 
(c) State which consumer responsibility has been fulfilled by Mrs. Mathur in the above case. 
(d) State any other two responsibilities to be assumed by the consumers.
Answers:
(a) Which right was exercised by Mrs. Mathur at the first instance. 
Ans: Mrs. Mathur exercised her Right to be Heard by notifying the dry cleaner about the defect and seeking a response from the service provider. 

(b)  Name and explain the right which helped Mrs. Mathur to avail the compensation. 
Ans: The right that helped Mrs. Mathur obtain compensation is the Right to Seek Redressal. This right enables a consumer to approach appropriate consumer forums or courts to claim remedies such as repair, replacement, refund or compensation when goods or services are defective or deficient. By taking the matter to the consumer court, she secured a fair adjudication which resulted in compensation.

(c) State which consumer responsibility has been fulfilled by Mrs. Mathur in the above case. 
Ans: Mrs. Mathur fulfilled the responsibility to be vigilant and assertive. She checked her jacket on collection, kept records (such as the dry cleaner's confirmation), pursued the complaint repeatedly and used the appropriate legal channel to seek redressal. 

(d) State any other two responsibilities to be assumed by the consumers.
Ans: Two other responsibilities assumed by consumers include:

1. Responsibility to be Informed: Consumers should gather and verify information about products and services - including price, quality and terms - before making a purchase.

2. Responsibility to Keep Proof of Purchase: Consumers should retain documents such as cash memos, bills or receipts as these are essential when filing complaints or claiming compensation.