Scanner - Consumer Protections | Business Studies (BST) Class 12 - Commerce PDF Download

(Q1) Explain the rights and responsibilities of a consumer.

(Q2) What are various ways in which the objective of consumer protection can be achieved? Explain the role of consumer organisations and NGOs in this regard.

(Q3) Explain the redressal mechanism available to consumers under the Consumer Protection Act, 1986.      

        (a) District Forum     (b) State Commission          (c) National Commission

(Q4) Radha purchased some household goods from a 'General Store'. After reaching home she found a face cream which she had not been billed for. After checking the date of expiry and other details, she started using it. Her face burnt due to the use of the cream. Where should Radha file a complaint? Justify your answer. Under Consumer Protection Act, 1986, who can file a complaint?                                                                                                               (CBSE, Delhi Compt. 2009)

Ans. No, Radha cannot file a complaint as she is not a consumer under the Consumer Protection Act, 1986 (as she has not paid any consideration for the face cream).

Moreover, Radha also fails to exercise her responsibility of being honest.

Under Consumer Protection Act, 1986, a complaint can be filed by: (i) Any consumer; (ii) Any registered Consumers’ Association; (iii) The Central Government or any State Government; (iv) One or more consumers on behalf of numerous consumers; (v) A legal heir or representative of a deceased consumer.

(Q5) Mention, when as a consumer, you are not in a position to resolve your grie-vances under Consumer Protection Act.

Ans. As a consumer, we are not in a position to resolve our grievances if we do not have cash memo regarding purchase of goods or services as cash memo serves as a proof of the purchase made.

• Goods are purchased for commercial purposes

(Q6) Prakhar purchased an ISI mark electric iron from ‘Bharat Electricals’. While using he found that it was not working properly. He approached the seller and complained for the same. The seller satisfies Prakhar by saying that he will ask the manufacturer to replace this iron. The manufacturer refused to replace and Bharat Electricals decided to file a complaint in the consumer court.

Can ‘Bharat Electricals’ do this? Why? Also explain ‘who is a consumer’ as per Consumer Protection Act, 1986?.                                                                                        (CBSE, All India 2011)

Ans. Bharat Electricals cannot file a complaint. This is because Bharat Electricals is not a consumer as per consumer Protection Act, 1986 because they bought the goods for resale/commercial purpose.

(Q7) Anita purchased a book from Satish Book Stores. While reading the book she found that ten pages were missing. She approached the seller of the book and complained about the missing pages. The seller promised that if the publisher was ready to change the book he would change the same. After a week the seller informed Anita that the publisher had refused to change the book.

Where can Anita file a complaint against the seller of the book? Give reason in support of your answer. Also explain who is a consumer as per ‘Consumer Protection Act 1986’.   

                                                                                                                             (CBSE, Delhi Compt. 2011)

Ans. Anita can file a complaint in the “District Forum" as value of the book and compensation claimed is not expected to exceed Rs. 20 lakhs.

(Q8) Harish purchased a medicine from ‘Bhatia Medical Stores' for his son, who had high fever. Even after giving the medicine his son's condition did not improve and he had to be hospitalised. Doctor informed Harish that the medicine given to his son was spurious. Harish complained about this to 'Bhatia Medical Stores'. As a result, Bhatia Medical Stores' decided to file a complaint against the manufacturer in the consumer court. Can Bhatia Medical Stores' do this? Give reason in support of your answer. Also explain who is a consumer as per Consumer Protection Act 1986'.

(CBSE, All India Compt. 2011)

Ans. Bhatia Medical Stores cannot file a complaint. This is because Bhatia Medical Stores is not a consumer as per consumer Protection Act, 1986 because they bought the goods for resale/commercial purpose.

(Q9) What is the purpose of enacting the Consumer Protection Act 1986?                                                      (CBSE, Delhi 2009)

Ans. The act was enacted to protect and promote the interests of consumers.

(Q10) What is meant by “Consumer Protection"?                                  (CBSE, Sample Paper 2014)

Ans. Consumer Protection refers to the act of providing adequate protection to consumers against the unscrupulous, exploitative and unfair trade practices of manufacturers and service providers.

(Q11) Why consumer protection is important for consumers? Give any one reason.

Ans. It is important because of ‘Consumer Ignorance'.                                  (CBSE, Delhi 2010)

(Q12) Why consumer protection is important for a businessman? Give any one reason.

Ans. 'Business uses society's resources'.                                                          (CBSE, Delhi 2010)

(Q13) Give any one relief available to a consumer who suffers due to consumption of an expired date medicine.                                                                                                       (CBSE, 2012)

Ans. To receive a reasonable amount of compensation for any loss or injury suffered by the consumer.

(Q14) When can a consumer get more than one relief?                                  (CBSE, 2011)

Ans. If the consumer court is satisfied about the genuineness of the complaint, the consumer can get more than one relief, e.g., removal of defects from the product, refund of the price paid, payment of reasonable amount of compensation, etc.

(Q15) What is meant by 'Right to be informed’ to the consumer?                   (CBSE, Foreign 2009)

Ans. According to this right, consumer has the right to be informed about the quality, quantity, purity, standard and price of goods or services so as to protect himself from unfair trade practices.

(Q16) What is meant by Right to choose' to a consumer?                               (CBSE, All India 2009)

Ans. According to this right, every consumer has the right to choose from a variety of goods and services at competitive prices.

(Q17) What is meant by "Right to be heard" to a consumer?                          (CBSE, Delhi 2009)

Ans. According to this right, consumer has the right to file a complaint and to be heard in case of dissatisfaction with a good or a service.

(Q18) Name the right, which suggests that a consumer has a right to register his dissatisfaction?

                                                                                    OR

Which Consumer Right gives the business firms freedom to setup their own consumer service and grievance cell?                                                                                                (CBSE, Sample Paper 2010)

Ans. Right to be heard

(Q19) Ahmed wants to buy an iron. As an aware customer how can he be sure about the quality of iron?                                                                                                                                    (CBSE, Delhi 2008)

Ans. Ahmed should look for ISI mark / or other standardization mark on iron.

(Q20) Rita wants to buy a packet of juice. As an aware customer how can she be sure about the quality of juice she plans to buy?                                                                          (CBSE, All India 2008)

Ans. Rita should look for FPO mark on the packet of juice.

(Q21) Anjana wants to buy a gold ring, As an aware consumer how can she be sure about the quality of gold sing she is going to buy?                                                                  (CBSE, Foreign 2008)

Ans. Anjana should look for Hallmark on gold ring.

(Q22) Amita filed a case against ‘Mahindra Ltd.’ in the ‘National Commission'. But she was not satisfied with the orders of the ‘National Commission'. Name the authority where she can appeal against the decisions of the ‘National Commission'.                                     (CBSE, Foreign 2008)

Ans. Supreme Court. 

(Q23) Mohit filed a case against ‘Domestic Coolings Ltd.’ in the ‘District Forum,’ but he was not satisfied with the orders of the District Forum. Where can he appeal further against the decisions of District Forum?                                                                                                          (CBSE, Delhi 2008)

Ans. State Commission.

(Q24) Mukul purchased a house for Rs.30 lakhs from a housing company and found it being defective. Despite many complaints, the defect was not rectified. He filed a complaint in the ‘State Commission'. But she was not satisfied with the orders. Where can he appeal and in how many days ?

Hint:  National Commission within 30 days of passing of the order. 

(Q25) Amrit filed a case against "Volvo Ltd." in the ‘State Commission'. But he was not satisfied with the orders of the ‘State Commission'. Name the authority to which he can appeal against the decisions of State Commission'.                                               (CBSE, All India 2008)

Ans. National Commission.

(Q26) Sandeep purchased a diesel car for Rs.7 lakh 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.

Ans. District Forum.                                                                                  (CBSE, Sample Paper 2010)

(Q27) Deepak Shah purchased a car for Rs. 19 lacs from an automobile company and found its engine defective. Despite many complaints the defect was not rectified. He filed a case in the District forum. But he was not satisfied with the orders of the District Forum and decided to appeal. Suggest him the highest authority where he could appeal if not satisfied again by the decision of the next higher authority.                                                                               (CBSE, Sample Paper 2010)

Ans. The highest authority where he can appeal is National Commission.

(Q28) Which claims can be appealable before the Supreme Court under Consumer Protection Act?                                                                                                                           (CBSE, All India 2009)

Ans. Claims where claim amount exceeds Rs.1 crore; and aggrieved party is not satisfied with the order of National Commission can be appealed before the Supreme Court.

(Q29) Who can file a complaint on behalf of a deceased consumer?    (CBSE, Delhi Compt. 2009)

Ans. Legal heir or representative of the deceased consumer.

(Q30) When can a consumer make an appeal in the supreme court under ‘The Consumer Protection Act 1986’?                                                                                    (CBSE, Sample Paper 2014)

Ans. An order passed by the National Commission in a matter of its original Jurisdiction is appealable before the Supreme Court.

(Q31) Give anyone responsibility of the consumer in addition to obtaining a cash memo while purchasing an edible oil.                                                                            (CBSE, Foreign 2012)

Ans. The consumer should look out for Agmark while purchasing edible oil.

(Q32) Give any one responsibility of a consumer in addition to obtaining cash receipt while purchasing a washing machine.                                                               (CBSE, All India 2012)

Ans. The consumer should look out for ISI mark on the washing machine as it provides quality assurance.

(Q33) Give any one relief available to a consumer who suffers due to consumption of an expired date medicine.                                                                                           (CBSE, Delhi 2012)

Ans. To get the refund of price paid for the medicine.

(Q34) State, what is to be informed to the consumer under ‘Right to be informed’?

                                                                                                                        (CBSE, Delhi Compt. 2011)

Ans. Consumer has the right to be informed about the quality, quantity, purity, standard and price of goods or services, so as to protect himself from unfair trade practices.

(Q35) When can a consumes get more than one relief for a complaint?                                 (CBSE, All India Compt. 2011)

Ans. If the consumer court or redressal agency is satisfied about the genuineness of the complaint, then it can grant more than one relief to the consumer.

(Q36) Name any two parties who can file a complaint under the Consumer Protection Act 1986 on behalf of the consumes.                                                                             (CBSE, Delhi Compt. 2012)

Ans. (i) Any registered consumers' Association; (ii) The central Government or any State Government.

(Q37) Your mother purchased a washing machine for Rs. 10,000 from an authorized dealer of the manufacturer with an oral guarantee that the machine will be replaced with a new one if any of its parts becomes defective within three months from the date of purchase. The motor of the machine was burnt within 15 days of its purchase. On complaining, the seller refused to replace the machine. Name the redressal agency under the Consumer Protection Act where your mother can file the complaint.                                                        (CBSE, Delhi Compt. 2012)

Ans. The complaint can be filed at ‘District Forum’.   

(Q38) Under three-tier machinery where can a legal heir or representative of a deceased consumer file a complaint when the compensation claimed is Rs. 25 lakhs.                                                                                                                                    (CBSE, Delhi 2013)

Ans. State Commission.

(Q39) Pragya bought an iron of a reputed brand for Rs. 1,500 but it caused an electric shock while it was being used. Pragya wants to exercise her ‘Right’. Identify the ‘Right’ under which she can be protected.                                                                               (CBSE, Delhi 2013)

Ans. Right to Safety.

(Q40) Himesh after completing his graduation started working with a multinational company in Delhi, But due to ill health of his parents he had to go back to his village. There he noticed that the villagers were literate but ignorant about their rights. Many vegetable vendors were using stones as weights to sell their vegetables. Some shopkeepers were selling food items without having ‘FPO mark’. Villagers did not find anything wrong with these practices. So to create awareness among villagers Himesh decided to publish a weekly Journal ‘Jan Jagriti’. State the ‘Right’ which Himesh has exercised by doing so.                                                                               (CBSE, Sample Paper 2015)

Ans. Right to Consumer Education. 

(Q41) How many members are required to constitute ‘District Consumer Dispute Redressal Forum’?                                                                                                  (CBSE, Delhi Compt. 2014)

Ans. To constitute ‘District Consumer Dispute Redressal Forum, one President and two other member, one of whom should be a women, are required.

(Q42) On which type of products is ISI mark used?                              (CBSE, All India Compt. 2014)

Ans. Electrical Goods.

(Q43) The consumer has the right to acquire knowledge and to be a well informed consumer throughout life.' State what type of knowledge is required by the consumer in the above stated ‘Right'.                                                                                                        (CBSE, All India Compt. 2014)

Ans. Right to Consumer Education, a consumer should know about the rights and reliefs available to him in case a product or service falls short of his expectations.

(Q44) Siddharth went to a shopkeeper to buy soap. The shopkeeper forced him to buy a particular brand of soap out of various available brands, irrespective of the willingness of Siddharth. Which right of Siddharth, as a consumer, has been exploited?

(Q45) Harsh asked for a bottle of mineral water from a shopkeeper. The maximum retail price printed on the bottle was Rs. 20 only whereas the shopkeeper was charging Rs.35. In spite of many arguments the shopkeeper was not ready to sell the bottle for less than Rs.35. Harsh was in need of it and had no option except to buy. Identify the ‘Right’ which Harsh can exercise.

Ans. Right to be Heard.                                                                                                     (CBSE, 2013)

SHORT ANSWER TYPE QUESTIONS 

(Q1) Kayco LTD. is manufacturing detergents. They decide to launch a new range of herbal products. As they are in a hurry, they have tested products on animals only.

The necessary information is missing on the package. The management also plans to launch a new factory in a tribal area where the required products are easily available and the labour-men, women and children are available for work at low wages in the absence of development opportunities and schools.

(a) Which values do you find disturbing in the above para?

(b) Will the decision to install a new unit in a tribal area help society?

Highlight the social values involved in his decision.

Ans. The disturbing value in the above para are: (Any two)

• Testing on animals is banned.
• No information about the products on package is violation of Right to Information.
• Yes, the decision of installing a new unit in tribal area will definitely help in the up liftment and development of tribal society
• The tribal labour, men and women will get equal minimum wages to earn their livelihood.
• Child labour is banned so schools should be opened for them.
• School and other supportive activities will help in communitydevelopment.
• Equal opportunity to grow.
• Proper utilisation of natural resources. (Any two)

(Q2) Explain the following rights of a consumer: (i) Right to safety (ii) Right to consumer education.                                                                                                                (CBSE, Delhi 2008, 2012)

(Q3) I saw an advertisement in the newspaper regarding a domestic iron and ordered for the purchase of the same to the shop-keeper. What will be my responsibilities as a customer so that I should not be exploited by the shopkeeper? State any four such responsibilities.

OR                              (CBSE, Delhi Compt. 2004)

State any four responsibilities of a consumer while purchasing / consuming goods/ services.                                                                                                   (CBSE, Sample Paper 2010, Delhi 2014)

(Q4) State any six reliefs available to a consumer when the Consumer Court is satisfied with the genuineness of the complaint                                                                  (CBSE, All India 2013, 2014)

(Q5) Explain any four functions of Consumer Organisations and Non-Government Organisations (NGO's) for protecting and promoting the interest of consumers.                   (CBSE, Delhi 2009)

(Q6) Explain the concept of ‘Consumer Protection’ and any three points of its importance from the point of view of consumers.                                                         (CBSE, Delhi 2013, All India 2013)

OR

State any three points which highlight the importance of ‘Consumer Protection' from consumers' point of view.                                                                      (CBSE, Delhi Compt. 2013, Delhi 2014)

(Q7) Explain the following “Rights of Consumers': (a) Right to be informed; (b) Right to seek redressal.                                                                                                                         (CBSE, All India 2012)

(Q8) Explain the following rights of consumers as provided under the Consumer Protection Act 1986: (a) Right to be Heard; (b) Right to be Informed.                                                                                            (CBSE, Delhi Compt. 2012)

(Q9) Explain any four points of importance of consumer protection from the point of view of business.                                                                     (CBSE, Delhi 2013, Sample Paper 2014, Delhi 2014)

(Q10) Palak went to a shopkeeper to buy a hair-oil. The shopkeeper forced her to buy a particular brand of hair-oil out of various available brands, irrespective of the willingness of Palak. Which ‘Right of Palak, as a consumer, has been violated? Name and explain the 'Right'.

Hint: Right to choose.                                                                               (CBSE, Delhi Compt. 2013)

(Q11) Harsh asked for a bottle of mineral water from a shopkeeper. The maximum retail price printed on the bottle was Rs. 12 only whereas the shopkeeper was charging Rs. 35. In spite of many arguments the shopkeeper was not ready to sell the bottle for less than Rs. 35. Harsh was in need of it and had no option except to buy. As an aware consumer name and explain the ‘Right' which Harsh can exercise.                                                                                     (CBSE, All India Compt. 2013)

Hint: Right to Seek Redressal.

(Q12) Explain the following rights of consumers: (i) Right to choose; (ii) Right to be heard.                                (CBSE, Delhi. 2014)

(Q13) How are consumer grievances redressed by the three-tier machinery under Consumer Protection Act, 1986? Explain.                                                                         (CBSE, Foreign 2014)

(Q14) Give the definition of Consumer as per Consumer Protection Act, 1986.                           (CBSE, Delhi Compt. 2014)

(Q15) Consumer Protection Act provides some rights to the consumers. Explain any four rights of a consumer as per the Act.                                                                            (CBSE, Sample Paper 2010)

(Q16) Explain briefly the meaning of ‘consumer’ with reference to Consumer Protection Act, 1986 and the need for consumer protection.                                                            (CBSE, Delhi 2003)

(Q17) Explain the following ‘Rights' of Consumers: (i) Right to Safety; (ii) Right to Choose.                          (CBSE, Delhi 2010)

(Q18) Non-Government Organisations perform several functions for the protection and promotion of interests of consumers. State any six functions performed by them. (CBSE, Sample Paper 2010)

(Q19) Explain the various remedies available to consumers for redressing their grievances under the Consumer Protection Act, 1986.                                                       (CBSE, Delhi 2000)

                                                                        OR

Explain in brief, any six remedies available to consumer under the Consumer Protection Act, 1986.                        (CBSE, Delhi 2005)

OR

Reena purchased one litre of pure Deshi Ghee from a shopkeeper, After Using it, she had a doubt that it is adulterated. She sent it for a laboratory test which confirmed that the Ghee is adulterated. State any six reliefs available to Reena, if she complaints and the consumer court is satisfied about the genuineness of the complaint.                                                          (CBSE, Delhi 2011)