PYQ 12

VERY SHORT ANSWER QUESTIONS ( 1 or 2 Marks)

QUESTION 1.
On the eve of Diwali Ravi purchased two kilograms of sweets from Nandan Sweets. On
consumption of sweets his wife fell sick and was to be hospitalized. Ravi wanted to file a case
in the consumer forum but could not do so because he did not have any proof of buying the
sweets from Nandan sweets. Name the document that Ravi could had obtained for filing the
complaint in the consumer forum.
Answer. Cash memo.

QUESTION 2.
Mention when as a consumer you are not in a position to resolve your grievance under
consumer protection act.
Answer.
As a consumer we are not in a position to resolve our grievances when we have not fulfilled the
responsibilities of a consumer.

QUESTION 3.
Sandeep purchased a diesel car for Rs. 7 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.
Answer. District Forum.

QUESTION 4.
A company is using sub- standard electric wiring in its coolers. Which consumer right is being
violated?
Answer. Right to safety.

QUESTION 5.
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?
Answer. Rita can check for FPO (Fruit product order 1955) certifications. She can check the date
of manufacture and expiry and check the storage / display conditions.

QUESTION 6.
Under three-tier machinery where can a legal heir or representative of a deceased consumer
file a complaint where the compensation claim is Rs 25 lakhs.
(CBSE BOARD 2013)
Answer.
If the compensation claim is Rs 25 lakh, then the legal heir or representative of a deceased
consumer can file a complaint with the state commission.

QUESTION 7.
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 BOARD 2013)
Answer
The right under which Pragya can be protected is the right to safety.

QUESTION 8.
Manvendra always went to a specific shop to buy all consumable and non- consumable
goods. In this shop variety of products of different brands were displayed nicely and the sales
person available also gave good sales presentation if required. However, this shop was quite
far off from his residence. His friend Annant always wondered why Manvendra wastes so much
time in going to that shop where as there were many big brand hops situated near his
residence having consumable and non-consumable goods.
Annant asked Manvendra the reason of going to that particular shop. Manvendra told that he
was exercising one of his ‘Rights’ which he could not exercise in near-by big brand shops. State
the consumer’s right which Manvendra had exercised.
(CBSE BOARD 2016)
Answer. Right to Choose had been exercised by Manvendra. This is because in the shop variety
of products of different brands were displayed nicely and Manvendra can easily choose from the
displayed products.

QUESTION 9.
Suman bought a box of cheese of a reputed brand from a local shopkeeper. On opening the
box she found a piece of stone in the cheese. She reported the matter to the
shopkeeper who forwarded her complaint to the concerned company. Within a week the
representative of the company visited Suman's residence with an apology and as a
replacement offered her a new cheese pack with four other varieties of cheese as
compensation for the inconvenience to her. State the consumer right which Suman exercised.
Answer. "Right to seek Redressal" is the consumer right exercised by Suman.

QUESTION 10.
Manuj bought a packet of chips from a local shopkeeper and found that the ingredients
given on the label were not legible. He complained about it to the company. The company sent
a written apology stating that they will make sure that existing packets are withdrawn from
the market and new packets with legible labels are soon made available.State the consumer
right which Manuj exercised.
(CBSE BOARD 2016)
Answer. Manuj exercised ‘Right to be informed’.
Explanation: In this scenario, Manuj could not see the ingredients used in the chips, as they were
not legible. Since, a consumer has the right to be completely informed regarding the quality,
quantity, price, ingredients, weight, etc., of goods and services, he exercised this right.

SHORT ANSWER QUESTIONS (3 or 4 Marks)

QUESTION 11.
Explain any four points of importance of consumer protection from the point of view of
business.
(CBSE BOARD 2013)
Answer.
Importance of consumer protection from the point of view of business:
i. Long-term Interest: For any business, consumer satisfaction is essential. In today’s times, with
increasing competition, consumer satisfaction has become all the more important. As the
organisation takes care of the interests of consumers, it builds goodwill and reputation in the
market. This in turn helps in increasing the sales and profits of the business. Thus, protecting
consumer’s interests benefits the business in the long run.
ii. Use of Resources: Any business survives on the basis of society. It uses the resources of society
for its various production activities. It earns profits with the sale of these goods and services to
society. Thus, the business must take care of the interest of society and supply goods and
services, which adhere to the overall interests and wellbeing of society.
iii. Ethical Reasoning: Every business must follow basic moral and ethical values. It must not
follow any such business practices which lead to exploitation of consumers in any form.
iv. Responsibility towards Society: Any business strives to exist on the basis of society. It sells
various goods and services to consumers in society and earns profit. Thus, it is the responsibility
of the business to consider this and work towards satisfying consumer interests.
QUESTION 12.
Mr. Verma who was a vegetarian went to a snack bar for having French fries and later found
out that it had non-vegetarian content. Neither the advertisement nor the packing of the
product displayed that the product has non-vegetarian content. Will Mr. Verma be able to
claim compensation which right of the consumer is violated here?
Answer. In the given case there is violation of the consumer right to know .According to the
amendment of the regulations in weight and measurement Act. (2000) every product should
explicitly bear a green dot for vegetarian ingredients while brown reveals that non-vegetarian
ingredients have been used. It is also mandatory to show the dot on an advertisements electronic
or press and all posters ,banners ,stunts etc. hence Mr. Bharti would be able to claim the
compensation.

QUESTION 13.
State any three directions which can be issued by the consumer court to the opposite party if
it is satisfied about the genuineness of the complaint.
(CBSE BOARD 2016)
Answer. The three directions, which can be issued by the consumer court to the opposite party
if it is satisfied about the genuineness of the complaint, are:
1. Repair the defective goods or remove the deficiency in the service.
2. Replacement of the defective good with a new one.
3. Refund the price paid by the consumer for the goods or the services.

QUESTION 14.
What is meant by a 'consumer' as per the provisions of Consumer Protection Act, 1986?
Answer. As per the Consumer Protection Act, a consumer is defined as follows:
(i) Any individual who purchases any good for which he has paid or promised to pay; partly paid
and promised to pay the remaining part. That is, it includes all individuals who use the goods with
the approval of the seller. However, those individuals who purchase the goods for the purpose
of resale or for commercial purposes are not considered as consumers.
(ii) Any individual who avails any service or hires a service for which he has paid or promised to
pay; partly paid and promised to pay the remaining part. That is, it includes all individuals who
have availed the service with the approval of the seller.

QUESTION 15.
State any three points of importance of consumer protection from the point of view of
consumers.
(CBSE BOARD 2014)
Answer.
Consumer protection refers to educating consumers regarding their rights and responsibilities
along with the redressal of their grievances and complaints. Important points of consumer
protection from the point of view of consumers:
i. Ignorance of consumers: In India, consumers are unaware about their rights and available
reliefs; it becomes important to educate them about the rights of a consumer.
ii. Exploitation of consumers: Sellers are engaged in exploitative and unfair trade practices to
increase sales, implying the need for consumer protection.
iii. Unorganized consumers: In India, consumer organisations and NGOs are few and not that
powerful.

QUESTION 16.
Explain the following rights of consumers:
(i) Right to be informed
(ii) Right to safety
Answer.
i. Right to be Informed: Every consumer has the right to have complete information with regard
to goods and services purchased by them. For instance, they must have information regarding
quality, quantity, price, ingredients and weight of goods and services. In India, it is mandatory by
law for manufacturers to provide information about the product on its package and the label.
This helps the consumer in making an informed, wise choice.
ii. Right to Safety: It is the right of consumers to safeguard themselves against goods and services,
which can be hazardous to life, health or property. For example, consumers can be injured if they
use defective electrical appliances. Every consumer has the right to protect himself against such
goods.

QUESTION 17.
State any three functions performed by non-governmental organisations for consumer
protection.
(CBSE BOARD 2016)
Answer. The functions performed by Non- Governmental Organisations (NGOs) for consumer
protection are as follows.
i) Consumer Education: The NGOs and consumer organisations organize various training
programmes and workshops to educate the consumer about their rights and responsibilities.
ii) Publishing Journals: In addition to the training programmes and seminars they also spread
awareness through journals and periodicals. These journals and other publications provide
knowledge about various consumer problems, legal remedies available and other such matters.
iii) Testing Quality of the Products: They carry out the quality tests for various products in
laboratories and publish the results. Such results help the consumers in making informed choices.

QUESTION 18.
Who can file a complaint in a consumer court?
Answer:
For the redressal of the grievances of consumers, consumer courts and consumer forums have
been established under the Consumer Protection Act. The following can file a complaint in a
consumer court.
(i) Any consumer
(ii) Any registered consumer association or organisation
(iii) The Central and State Government
(iv) A consumer or a group of consumers on behalf of a number of consumers having same
interest.
(v) A legal heir or a representative of the deceased consumer.
LONG ANSWER TYPE QUESTIONS (5 OR 6 MARKS)
QUESTION 19.
Pooja purchased a packet of juice from the local grocery shop. The information provided on
the packet was not clear. She fell sick on consuming it. She filed a case in the District Forum
under Consumer Protection Act and got the relief.
(a) Identify the important aspect which has been neglected by the marketer in the above case.
(b) Explain briefly the functions of the aspect identified in (a) above.
Answer.
(a) The aspect neglected by the marketer in the above case is ‘Labelling’.
(b) The following points highlight the functions of labelling.
i) Description of use and contents: The main function performed by labelling is to provide the
description about the product regarding its use, application, cautions, content, etc. For example,
on the bottle of a shampoo, the contents are written, along with the cautions such as keep away
from children below the age of 10. Similarly, on food products such as maggie cuppa mania, a
picture of noodles is there describing its appearance. Along with this, the ingredients and
procedure of making it is also stated.
ii) Identification and Differentiation: A label helps in easy identification of the product. It helps
the consumers to differentiate their favorable products from other products. For example, in a
potato chip product, a man eating potato chips is imprinted for identification. A label also
provides other valuable information such as name or address of the manufacturer, net
weight, maximum retail price, batch number, etc.
iii) Standardizing and Grading: A label also helps in setting grades for a product. This helps the
marketers to classify the product in different categories based on certain specific quality or
features. For example, a brand of face-cream comes in different categories such as oily skin, dry
skin and normal skin.
iv) Promotes the Production: An attractive label helps the marketers in promoting the product
as well. It helps in attracting more customers towards the product. For example, for maggie
noodles, the label says ''Taste bhi, Health bhi''. Herein, label plays an important role in
highlighting the product and promoting its sale.
v) Information Required for Law: Label also provides and mentions the information, which are
required to be mentioned as per the law. For example, on a packet of tobacco it is written
'chewing tobacco is injurious to health.

QUESTION 20.
Indian Youth Organisation (IYO) organised a visit of its members to an old age home to
inculcate the habit of social work among them. The visit revealed that the living conditions of
the inmates of the old age home were not hygienic. So, the IYO members decided to clean the
premises. During their cleanliness drive, they realised that the old age home also required pest
control. But some of the inmates of old age home were reluctant for it because they believed
that the pest control may create health problems for them. IYO, therefore decided to provide
ethical, safe and odourless pest control. They showed to the inmates of old age home a
pamphlet of the proposed pest control product which promised easy, inexpensive and long
lasting pest control. The inmates happily agreed and the pest control was carried out. It worked
for a fortnight but to their dismay the effect started wearing off. IYO contacted the pest control
company which kept on postponing their visit. After waiting for a month, IYO filed a case in the consumer court.
The consumer court was satisfied about the genuineness of the complaint and issued necessary
directions to the pest control company.
(a) State any six directions that might have been issued by the court.
(b) Also, identify any two values that are being communicated by IYO to the society.
(CBSE BOARD 2017)
Answer. (a) The court may direct to
(i) Repair the defective goods or remove the deficiency in service.
(ii) Replacement of the defective good with a new one.
(iii) Refund the price that was paid by the consumer for the good or service.
(iv) Payment of compensation in cash for the loss or injury suffered.
(v) Removal of misleading advertisement and issue of a correct advertisement henceforth.
(vi) Payment of an appropriate amount (not less than 5% of the good in question) to be credited
to the Consumer Welfare Fund.
(b) Values involved
(i) Promoting cleanliness and hygiene
(ii) Fulfilling social responsibility

QUESTION 21.
Sumit purchased an ISI marked washing machine of a famous brand ‘MG’ from TG Electronics
Ltd. The shopkeeper asked him to wait for two days for installation of the machine. His friend,
Vivek, was very fond of experimenting with new electronic products. He told Sumit that there
is no need to wait for the company’s representative to install the machine and that he could
do it. So, both of them installed the machine without following the manufacturer’s
instructions. Initially, the machine worked effectively and the wash was good. But after two
days, the machine started stopping in between the wash cycle. Sumit and Vivek tried their best
to start the machine but failed in their efforts. Sumit, therefore, approached TG Electronics
Ltd., which refused to provide any service on the plea that the installation of the machine was
not done by the company.
(a) State the responsibility which Sumit had to fulfil as an aware consumer to get the services
of the company.
(b) Explain briefly any two rights which Sumit could have exercised had he fulfilled his
responsibility identified in part (a).
(CBSE BOARD 2018)
Answer.
(a) The responsibility, which Sumit had to fulfil as an aware consumer to get the services of the
company, is to learn the risks associated with the products and services, follow manufacturer’s
instructions and use the products safely.
(b) Two rights which Sumit could have exercised had he fulfilled his responsibility:
i. Right to be Heard: It is the right of consumers to be heard in an appropriate legal forum in case
of any grievance or dissatisfaction faced by them. In other words, a consumer has the right to file
a complaint in case of any grievance.
ii. Right to Seek Redressal: It is the right of consumers to seek redressal in case of a grievance
and, if required, demand a suitable compensation. The Consumer Protection Act provides for
compensation in the form of replacement of product, cash compensation and repair/removal of
defects.

QUESTION 22.
As a well informed consumer. what kind of quality certification marks you will look for before
buying ‘products? Specify any 6 points.
Answer. Some of the quality certification marks are:
(1) FPO( Fruit Products Order 1955) – It contains specification and quality control requirements
regarding the production and marketing of processed fruits and vegetables ,sweetened aerated
water, vinegar and synthetic syrups.
(2) ISI- On consumer durable products.
(3) Hall mark- BIS certification scheme for gold jewellery items.
(4) Earthen Pitcher –For Labeling Environment friendly products.
(5) AGMARK – It is a grade standard for agricultural commodities and like stock products.
(6) Wool mark- It signifies 100% pure wool.

QUESTION 23.
Explain the rights and responsibilities of a consumer.
Answer :
The Consumer Protection Act enlists six rights for a consumer. The following are the rights of a
consumer.
1. Right to Safety: Every consumer has the right to be safeguarded against those goods and
services that are hazardous to life, health and property. For example, manufacturing defects in
electrical appliances, cooking gas cylinders can be injurious. The consumer has the right to be
protected against such products.
2. Right to be Informed: According to this, the consumer has the right to be informed of the
quality, quantity, price, ingredients, weight, etc. of the goods and services. In India, it is legally
mandatory for the manufactures to provide all such information on the package and the label of
the goods. This enables the consumer to make a wise choice.
3. Right to Choose: A consumer has the right to choose from a variety of goods and services at
competitive prices as per his wishes. That is, the consumer has the right to have access to a
variety of products at fair and competitive price. Thus, the retailer or the supplier should offer a
variety of products in terms of quality, brand, price, etc. They should not induce the consumers
towards the purchase of a particular product or service.
4. Right to be Heard: In case of any grievance or dissatisfaction, a consumer has the right to file
a complaint. A consumer can file a legal complaint and seek redressal against any form of
exploitation in appropriate forums established by the government. Nowadays, many consumer
organisations and associations also work in this direction.
5. Right to Seek Redressal: A consumer has the right to seek redressal and compensation in case
of any exploitation. The Consumer Protection Act provides for compensation in the form of
replacement of product, cash compensation, repair/removal of defects, etc.
6. Right to Consumer Education: A consumer has the right to be educated and aware of his rights
and the available remedies in case of exploitation. Many government and non-government
organisation work actively in this regard.
In addition to the rights, a consumer has some responsibilities to safeguard himself from
exploitation.
The following are some of the responsibilities of a consumer.
(i) Awareness: A consumer should be well aware of the availability of various goods and services.
This enables him to make an informed and wise choice.
(ii) Looking for Quality Marks: A consumer must always look for the quality certification marks
before the purchase of goods such as ISI in case of electrical goods, AGMARK in case of
agricultural goods, etc.
(iii) Asking for Cash Memo: A consumer should always ask for cash memo or bills for the goods
and services purchased. The bill acts a proof of purchase and can be used for future references
in case of a complaint.
(iv) Reading Labels: Labels on goods provide information regarding price, weight, expiry date of
the product. The consumer must read these labels carefully before purchasing the goods.
(v) Honest Transactions: A consumer must always choose legal dealings and discourage illegal
trade practices such as black marketing and hoarding.
(vi) Ensure Safety: A consumer must carefully read the manuals and instructions provided by the
manufacturer so as to ensure safe use of the product. For example, instructions provided on the
electrical appliances must be carefully read before using them.
(vii) Filing Complaint: In case the product is found defective or any deficiency is found in the
quality of the product, a complaint must be filed in the appropriate forum.
(viii) Consumer Societies: Consumer organisations and societies such as consumer Coordination
Council, Common Cause, Karnataka Consumer Service Society, etc. must be formed to work
towards consumer education and awareness.
(ix) Environment Protection: The consumers must also work towards environment protection by
avoiding wastes, pollution control, etc.

Question 1.
Indian Youth Organisation (IYO) organised a visit of its members to an old age home to inculcate the habit of social work among them. The visit revealed that the living conditions of the inmates of the old age home were not hygienic. So, the IYO members decided to clean the premises. During their cleanliness drive, they realised that the old age home also required pest control. But some of the inmates of old age home were reluctant for it because they believed that the pest control may create health problems for them. IYO, therefore decided to provide ethical, safe and odourless pest control. They showed to the inmates of old age home a pamphlet of the proposed pest control product which promised easy, inexpensive and long lasting pest control. The inmates happily agreed and the pest control was carried out. It worked for a fortnight but to their dismay the effect started wearing off. IYO contacted the pest control company which kept on postponing their visit. After waiting for a month, IYO filed a cased in the consumer court.
The consumer court was satisfied about genuineness of the complaint and issued necessary directions to the pest control company.

1.    State the six directions that might have been issued by the court.

2.    Also identify any two values that are being communicated by IYO to the society.
(CBSE, Delhi 2017)

Answer:

1.    The six directions that might have been issued by the court are as follows:
Reliefs available to a consumer

·         To remove the deficiency in service.

·         To refund 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 opposite party.

·         To discontinue the unfair/restrictive trade practice and not to repeat it in the future.

·         To pay any amount (not less than5% of the value of the d effective goods or deficient services provided), to be credited to the Consumer Welfare Fund or any other organisation/person, to be utilised in the prescribed manner.

2.    To issue corrective advertisement to neutralise the effect of a misleading advertisements.

3.    The two values that are being communicated by IYO to the society are:

·         Social service

·         Promoting health and hygiene

Question 2.
Ronit Raj, a marketing manager is a patient of diabetes for which he takes medicines regularly. One day, on his tour to Patna, he met with an accident and was hospitalised. Due to doctor’s negligence a delicate nerve of his right leg was cut rendering hum crippled throughout his life. Identify the consumer right that has been violated by the doctors under the Consumer Protection Act, 1986 in the above situation. (CBSE, Sample Paper, 2017)
Answer:
Right to safety is the consumer right that has been violated by the doctors under the Consumer Protection Act, 1986 in the above situation.

Question 3.
Sirajuddin purchased a car for Rs. 15 lacs 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 Forum. He was not satisfied with the orders of the District Forum. He then appealed before the State Commission and on being dissatisfied with the orders of State Commission, he appealed before the National Commission. Sirajuddin was not satisfied with the orders of National Commission. Suggest him the highest authority where he could appeal against the decision of the National Commission.
(CBSE, Sample Paper, 2017)
Answer:
Sirajuddin cannot appeal to any other higher authority. This is because 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 ? 1 crore are appealable before Supreme Court.

Question 4.
“Grahak Shakti”, an N.G.O. organized a workshop to discuss various issues relating to consumers. During the discussion, one of the members drew attention towards exploitation of consumers due to defective and unsafe products, adulteration, 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 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’s workshop. (CBSE, Sample Paper, 2017)
Answer:
The three points that highlight the need for consumer protection as discussed in “Grahak Shakti’s workshop are described below:

·         Widespread exploitation of consumers

·         Unorganized consumers

·         Social responsibility.

Question 5.
Manuj bought a packet of chips from a local shopkeeper and found that the ingredients given on the label were not legible. He complained about it to the company. The company sent a written apology stating that they will make sure that existing packets are withdrawn from the market and new packets with legible labels are soon made available. State the consumer right which Manuj exercised.
(CBSE, Delhi 2016)
Answer:
Right to be heard has been exercised by Manuj.

Question 6.
Suman bought a box of cheese of a reputed brand from a local shopkeeper. On opening the box, she found a piece of stone in the cheese. She reported the matter to the shopkeeper who forwarded her complaint to the concerned company. Within a week, the representative of the company visited Suman’s residence with an apology and as a replacement offered her a new cheese pack with four other varieties of cheese as compensation for the inconvenience to her. State the consumer right with Suman exercised. (CBSE, OD 2016)
Answer:
Right to seek redressal has been exercised by Suman.

Question 7.
Manvendra always went to a specific shop to buy all consumable and non-consumable goods. In this shop, a variety of products of different brands were displayed nicely and the sales person available also gave good sales presentations if required. But this shop was quite far-off from his residence. His friend Annant always wondered why Manvendra wastes so much time in going to that shop whereas there were many big brand shops situated near his residence having consumable and non-consumable goods.
Annant asked Manvendira the reason of going to that particular shop. Manvendra told that he was exercising one of his rights which he could not exercise in nearby big brand shops. State the consumer’s right which Manvendra had exercised. (CBSE, Foreign 2016)
Answer:
Right to choose has been exercised by Manvendra.

Question 8.
Vasvi purchased a bottle of pickle from the local grocery shop. The information provided on the bottle was not clear. She fell sick on consuming it. She filed a case in the District Forum under the Consumer Protection Act and got the relief.

1.    Identify the important aspect neglected by the marketer in the above case.

2.    Explain briefly the functions of the aspect identified in (1) above (CBSE, OD 2016)

OR
Ashima purchased a bottle of tomato-sauce from the local grocery shop. The information provided on the bottle was not clear. She fell sick on consuming it. She filed a case in the District Forum under the Consumer Protection Act and got the relief.

1.    Identify the important aspect neglected by the marketer in the above case.

2.    Explain briefly the functions of the aspect identified in (1) above. (CBSE, Delhi 2016)

Answer:

1.    The marketer had overlooked the Labelling as it was not done appropriately for the product

2.    The functions of labelling are detailed below:

·         Describes the product and specifies its contents: Labelling provides information about the core function of the product i.e. how and why the product is likely to be beneficial to the prospective buyer. It educates them about the usage and precautions related to the product. It also gives detailed information about the ingredients of the product.

·         Helps in identification of the product or brand: The label contains the logo, brand name, tagline, name and address of the manufacturer etc. of the product which helps in easy identification of the product.

Question 9.
Aman, a degree holder in Entrepreneurship came to know about Piplantri Village located in Rajasthan, where in 2006 an initiative was started in which 111 trees are planted every time a girl child is born.
To keep termites away from the trees the villagers have planted 2.5 million Aloe Vera plants around the trees. This has turned the village into an oasis, as the planting of trees led to higher water levels.
Aman decided to visit the village to start a business unit, for the processing and marketing of Aloe Vera into juices, gels and other products.
However, on visiting the village Aman found that the villagers were suffering exploitation at the hands of local merchants who were engaged in unscrupulous, exploitative trade practices like hoarding and black marketing of food products and also selling unsafe and adulterated products to the villagers.
After looking at their plight, instead of a business organisation, he decided to set up an organisation for the protection and promotion of the consumer interest of the villagers.
State the functions that the organisation established by Aman will be performing. (Any six points). (CBSE, Sample Paper 2015-16)
Answer:
Aman has set up an NGO or consumer organisation in the village for the protection and promotion of the consumer interests.
The key functions highlighting the role of a consumer association are listed below:

·         Educating the general public about consumer rights by conducting training programmes, conferences and workshops.

·         Publishing periodicals and other publications to give knowledge about consumer problems, legal reporting, reliefs available and other matters of interest.

·         Carrying out comparative testing of consumer products in accredited laboratories to test relative qualities of competing brands and publishing the test results for the benefit of consumers.

·         Encouraging consumers to strongly protest and take an action against unscrupulous, exploitative and unfair trade practices of sellers.

·         Providing legal assistance to consumers by way of providing aid, legal advice etc. in seeking legal remedy.

·         Filing complaints in appropriate consumer courts on behalf of the consumers. .

Question 10.
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 the ‘FPO Mark’. The villagers did not find anything wrong with these practices. So, to create awareness among the villagers, Himesh decided to publish a weekly journal ‘Jan Jagriti.’ State the right which Himesh has exercised by doing so. (CBSE, Sample Question Paper 2015)
Answer:
Right to consumer education has been exercised by Himesh.

Question 11.
On Sonika’s birthday, her mother gave her a pair of gold earrings. After one month, Sonika observed that the earrings were losing their shine. She checked the mark on the earrings and found that it was not a proper Hallmark and her mother had been cheated by the shopkeeper. So, she filed a complaint in the District Forum which rejected it. Not satisfied by the decision of the district Forum, she was very much disturbed and after two months, she decided to appeal further.
Can Sonika appeal against the decision of the district forum? Give reason in support of your answer. (CBSE, Delhi 2015)
Answer:
No, Sonika will not be able to appeal further in the State commission. This is because two months have already passed and the appeal had to be filed within 30 days of the passing of the order by the District Forum.

Question 12.
Himanshu purchased a new car from ‘Galaxy Motors’ for Rs. 25 lakh. He was offered free insurance for the first year and three free servicing to be availed after the car had covered 5,000 km, 10,000 km and 15,000 km, respectively. When Himanshu took the car for the first free servicing, he was told that the car was not new and first service had already been availed on this car. He felt cheated and filed a complaint in the State Commission. Being not satisfied with the decision of the State Commission, after two months he decided to file an appeal against it.
Can Himanshu appeal against the decision of the State Commission? Give reason in support of your answer. (CBSE, 2015)
Answer:
No, Himanshu will not be able to appeal further against the decision of State Commission in the National Commission. This is because two months have already passed and the appeal had to be filed within 30 days of the passing of the order by State Commission.

Question 13.
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.
(CBSE, Delhi 2013)
Answer:
The Right to choose has been violated in the given case as Palak was forced by the shopkeeper to buy a particular brand of hair oil.
According to the Right to Choose, the consumer has a right to choose from a variety of products at competitive prices. Also, the marketers should offer a wide variety of products to buyers.

Question 14.
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, OD, Comptt. 2013)
Answer:
As an aware customer, Harsh can exercise his Right to be Heard. The consumer has a right to be of a complaint and to be heard in case he/she is dissatisfied with a product or a service.

Question 15.
Anita purchased a book from Satish Book Store. While reading the book, she found that sixteen 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, 2011)
Answer:
Since, the value of the goods or services in question, along with the compensation claimed, does not exceed Rs. 20 lakhs she will file a case in the District Forum.
A ‘consumer’ is generally understood as a person who uses or consumes goods or avails of any service. A person who buys goods for commercial purpose or resale will not be considered to be a consumer.

Question 16.
Prakhar purchased an ISI mark electric iron from Bharat Electricals. While using it, he found that it was not working properly. He approached the seller and complained about the same. The seller satisfies Prakhar by saying that he will ask the manufacturer to replace the 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, Delhi 2011)
Answer:
No, Bharat Electricals will not be able to file a complaint under Consumer Protection Act 1986 because according to this act a person is not deemed to be a customer if he buys goods for resale or commercial purpose.
Under the Consumer Protection Act 1986, a consumer is defined as:

·         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 uses 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 avails of such services for any commercial purposes.

Question 17.
Reena 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 Reena if she complains and the consumer court is satisfied about the genuineness of the complaint. (CBSE, Delhi 2011)
Answer:
The six reliefs available to Reena are listed below:

·         To 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 neutralise the effect of a misleading advertisement.

Question 1.
A few days back in Uttar Pradesh, an ATM of a nationalized bank in Shahjahanpur dispensed counterfeit Rs. 2,000 notes. The victim Puneet Gupta, who withdrew a total of Rs. 10,000, was shocked when he found that one of the five notes he withdrew was a scanned copy, but the bank refused to change it. They, in fact, even refused to acknowledge that the note came out of their ATM. His friend Avneet who is banker told him that as per the Reserve Bank directive issued in May 2012, no bank can put back into circulation currency notes (of Rs. 100 and higher denominations) received by them, without first processing them for authenticity. Moreover he suggested to him to exercise a particular right and ask the bank for evidence on the kind of steps being taken by the bank to stop fake notes entering the ATM and also the number of complaints that they have received so far from consumers about fake notes coming out of their ATMs.
In context of the above case:

1.    Identify and explain the right of consumer that Puneet Gupta has been suggested to exercise by his friend in the above case.

2.    List any two values being ignored by the bank.

Answer:

1.    Puneet Gupta has been suggested to exercise Right to information by his friend in the above case.
According to the Right to Information, the consumer has the right to get complete information about the product that he/she may propose to buy including its contents, date of manufacture and expiry, maximum retail price, quantity, directions for use etc. Moreover, as per law, it is mandatory for the marketers to provide complete information about the product/service to buyers.

2.    The two values being ignored by the bank are:

·         Responsibility

·         Loyalty

Question 2.
‘Vastra Ltd.’ is engaged in the manufacturing of apparel. Over the years, it has became a popular brand due to its good product quality and exclusive designing. The company plans to open its own retail showrooms in metropolitan cities in India. In order to meet its financial needs it has offered for subscription an IPO of Rs. 4 lakh equity shares in the price band of Rs. 430 – Rs. 445 each. As per the guidelines of SEBI, the company has provided a complete disclosure of the relevant details in its prospectus.

1.    Identify and explain the right of the consumer being fulfilled by the directives of SEBI in the above mentioned case.

2.    Briefly explain any two points highlighting the importance of consumer protection from the point of view of the businessmen.

Answer:

1.    The Right to information is being fulfilled by the directives of SEBI in the above mentioned case.
According to the Right to information, the consumer has the right to get complete information about the product that he/she may propose to buy including its contents, date of manufacture and expiry, maximum retail price, quantity, directions for use etc. Moreover, as per law, it is mandatory for the marketers to provide complete information about the product/service to buyers.

2.    The importance of consumer protection from businessmen’s point of view is outlined below:

·         Long-term interest of business: In order to ensure long term interest of business it is important that businessmen strive to earn profits only through consumer satisfaction. This will not only ensure the survival of business but also lead to its growth in the future.

·         Business uses society’s resources: Since a business employs society’s resources to create offerings so they need to safeguard the consumer’s interests.

Question 3.
HomeShop18 is an online and on-air retail and distribution venture of the Network 18 Group, India. It is a part of the Networkl8 Media and Investments Limited which is owned and operated by Reliance Industries. Currently, HomeShopl8.com comprises of more than 15 categories namely, Mobiles, Health & Beauty, Apparel, Jewellery, Home & Kitchen, Household Appliances etc. to name a few. The company offers a wide variety of goods under each of these categories.

1.    Identify and explain the relevant consumer right being promoted by the company.

2.    Also mention any two values being reflected through this approach adopted by the company.

Answer:

1.    The Right to Choose is being promoted by the company. According to the Right to Choose, the consumer has a right to choose from a variety of products at competitive prices. Also, the marketers should offer a wide variety of products to buyers.

2.    The two values being reflected through this approach adopted by the company are increasing standard of living and technological development .

Question 4.
In one of the cases, the Goa State Commission held that “The Consumer Protection Act is not for entertaining or compensating speculative transactions or losses”. It held that compensation cannot be given under the Consumer Protection Act to those involved in sale and purchase of shares, which are commercial transactions. The order follows an appeal by a Mumbai-based stock broker India Infoline Limited against an order of the Goa District Consumer Forum. Initially, the judgement of the Goa District Consumer Forum had awarded damages to Panaji- resident Vaman Nagesh who had lost money in share trading through a stock broker India Infoline Limited.
In context of the above case:

1.    Why do ‘commercial transactions’ not fall under the purview of ‘consumer’ under the Consumer Protection Act?

2.    Why do you think that the above mentioned case was initially filed in the Goa District Forum by Vaman Nagesh?

3.    Where do you think Vaman Nagesh could have filed a further appeal in case he was not satisfied with the judgement passed about his case by the Goa State Commission?

Answer:

1.    Under the Consumer Protection Act, a ‘consumer’ is generally understood as a person who uses or consumes goods or avails of any service. However, a person who buys goods for commercial purpose or resale will not be considered to be a consumer.

2.    Presuming that the value of the securities, along with the compensation claimed, did not exceed Rs. 20 lakhs, the above mentioned case was initially filed in the Goa District Forum by Vaman Nagesh.

3.    If, Vaman Nagesh was not satisfied with the order of the State Commission, he could have filed an appeal before the National Commission within 30 days of the passing of the order.

Question 5.
After completing his education, Arman opened a small restaurant in a posh market to earn his livelihood. In order to attract good clientele, he decided to install two air conditioners in the restaurant. Since he didn’t have sufficient funds to buy air conditioners of a good brand, he bought two air conditioners from a local manufacturer in Janakpuri, Delhi for Rs. 20,000 each. Later on, he found that the compressor of one of the air conditioner was not working properly. Despite many complaints, the defect was not rectified by the manufacturer. So, he feels very disappointed about the issue and wants to take a legal action against the
manufacturer to not only get compensation but also to save other people from being duped by the local manufacturer.

1.    Name the redressal agency to which he can approach to file complaint against the local manufacturer.

2.    State any two directions which the consumer court can issue to the local manufacturer after being satisfied with the genuineness of the complaint.

3.    State any two values being ignored by this automobile company.

Answer:

1.    He can approach the District Forum to file complaint against the local manufacturer.

2.    The two directions which the consumer court can issue to the local manufacturer after being satisfied with the genuineness of the complaint are as follows:

·         To remove the defect in goods.

·         To provide replacement for the defective product

3.    The two values being ignored by the local manufacturer are:

·         Honesty

·         Concern for people.

Question 6.
On her sister’s wedding, Radha decided to gift her gold earrings. When she shared her plan with her husband, he showed her an article in the daily national newspaper under the heading “Jago Grahak Jago.” The campaign included details about the various aspects that people must consider before buying any gold jewellery.

1.    Why do you think campaigns like “Jago Grahak Jago” are inserted in the newspaper?

2.    Name the right of consumer being fulfilled through this initiative of the government

3.    State any three responsibilities that Radha must discharge as an aware consumer while buying her sister’s wedding gift.

Answer:

1.    The campaigns like “Jago Grahak Jago” are given in the newspaper to make the consumers aware of the various undesirable activities like unscrupulous, unfair trade practices etc which are carried out by the marketers to exploit the buyers.

2.    Right to Consumer Education is being fulfilled through this initiative of the government.

3.    The three responsibilities that Radha must discharge as an aware consumer while buying her sister’s wedding gift are as follows:

·         Buy only standardised goods and check for standardization mark like Hallmark for gold jewellery .

·         Assert herself to ensure that she gets a fair deal.

·         Ask for a cash memo on purchase of goods or services.

Question 7.
In the year 2015, Under section 12(1D) of the Consumer Protection Act, the Consumer Affairs Ministry had filed a suit in National Consumer Disputes Redressal Commission (NCDRC)
against Nestle India, the manufacturer of Maggi noodles, seeking about Rs. 640 crore in damages for alleged unfair trade practices, false labelling and misleading advertisements.
In context of the above case:

1.    Name any two other two parties besides government who can file a case under Consumer Protection Act 1986.

2.    Why has the government filed a suit in National Consumer Disputes Redressal Commission (NCDRC) and at no other level of three tier redressal system?

Answer:

1.    The two other two parties besides government who can file a case under Consumer Protection Act 1986 are any consumer and any registered consumers’ association.

2.    The government filed a suit in National Consumer Disputes Redressal Commission (NCDRC) and at no other level of the three tier redressal system because a complaint has to be made to the National Commission only when the value of the goods or services in question, along with the compensation claimed, exceeds ? 1 crore.

Question 8.
Good Health Ltd., a pharmaceuticals company, has introduced mosquito repellent bands under the brand name ‘Jaddu’ in the wake of outbreak of Dengue in various parts of the country. The product attracted many people from all age groups, especially kids. However, the company failed to provide adequate guidance for the users on the label of the product in terms of time period of the effectiveness of the repellent band once its seal is opened. Because of this ambiguity, many buyers faced problems.
In context of the above case:

1.    Identify and explain the consumer right which has been overlooked by the company.

2.    Name and explain any two functions of the important product related aspect ignored by the company.

Answer:
The Right to information is being overlooked by the company in the above mentioned case.

1.    According to the Right to information, a consumer has the right to get complete information about the product he/she intends to buy including its contents, date of manufacture, date of expiry, price, quantity, directions for use etc. Also, as per law, it is mandatory for the marketers to provide complete information about the product/ service to the buyers.

2.    The important aspect related to the marketing of products which has been ignored by the company is Labelling.
The two important functions performed by labelling are:

·         Describes the product and specifies its contents: Labelling provides information
about the core function of the product i.e. how and why the product is likely to be beneficial to the prospective buyers. It educates them about the usage and precautions related to the product. It also gives detailed information about the ingredients of the product.

·         Helps in identification of the product or brand: The label contains the logo, brand name, tagline, name and address of the manufacturer etc. of the product which helps in easy identification of the product.

Question 9.
Radheshyam moved from Muradabad to Mumbai to work as an artist in television serials. On getting his first salary, he opened an account in a nearby commercial bank and also opted for ATM facility under ATM card. After a few months, he lost his ATM Card and lodged a request with the bank for furnishing a duplicate card. Consequently, he was allotted duplicate ATM Card Number but that card was not given to him. After a week, he received a SMS message on his mobile stating that sum of Rs. 10,000/- has been withdrawn from his account. Since the duplicate ATM card was not given to him, he brought the debit entry in the notice of the bank. The bank assured to repay that amount to him within 15 days after investigating the issue. But, more than a month has passed since then and despite his persistent efforts the bank has not taken any action so far. So, he files a case against the bank in the district forum. The consumer court can issue a notice to the bank after being satisfied with the genuineness of the complaint and directs the bank to repay Rs. 10,000 to Radheshyam along with a compensation of Rs. 50,000.
Name the rights exercised by Radheshyam in the context of the above case.
Answer:
The two rights exercised by Radheshyam in the context of the above case are Right to be heard and Right to seek redressal.

Question 10.
Bharti Airtel Limited is an Indian global telecommunications services company headquartered in New Delhi, India. It operates in 20 countries across South Asia, Africa, and the Channel Islands. It provides GSM, 3G and 4G LTE mobile services, fixed line broadband and voice services depending upon the country of operation. It is the largest mobile network operator in India and the third largest in the world with 325 million subscribers. Its portal displays the following information
“Airtel Mobile Customer Care – Call 121, 24-hr Airtel customer service number from your Airtel phone. In case you don’t get satisfactory resolution of your query/complaint at the Airtel customer service centre, you can get in touch with Airtel Nodal officers with your complaint reference number and details of grievance.”
In context of the above case:

1.    Identify and explain the right of the consumer being fulfilled by the company in the above mentioned case.

2.    Name the function of marketing being performed by the company.

3.    State any two values that the company wants to communicate to the society.

Answer:

1.    The right of the consumer being fulfilled by the company in the above mentioned case is right to be heard.

2.    The function of marketing being performed by the company is customer support services.

3.    The two values that the company wants to communicate to the society are:

·         Concern for consumers

·         Respect for law.

Question 11.
Suryansh booked a flat through a private builder in Greater Noida, Uttar Pradesh at the cost of ? 2 crores. As per the terms of the contract, the builder promised to provide him with all the basic and modern amenities such as continuous electric supply, CCTV Camera, Club facility, good quality of water, good security etc. Although he was given the possession of the flat in time, the builder did not provide all the basic and common facilities which also included 3 tier security having CCTV camera coverage for each floor. Suryansh kept complaining to the builder after possession of the flat for non-installation of CCTV camera and other common and basic amenities as promised at the time of agreement, but the builder kept assuring him that he will do the needful and he need not worry. After a month, Suryansh had to travel abroad, so he left his home with his flat duly locked. But on his return, he found that his flat has been robbed and theft of ? 10,000 and Jewellery worth ? 10 Lac had taken place. He complained to the builder that had CCTV cameras been installed, it would have been a deterrent and the theft would not have been taken place. Also, CCTV would have ensured that no unwanted person would have entered the building. When Suryansh discussed this incident with his friend Sooraj , who runs a consumer association, he advised him to file a case against the builder.
In context of the above case:

1.    Name the right of consumer that Sooraj has advised Suryansh to exercise.

2.    State any three functions highlighting the role of a consumer association.

Answer:

1.    Sooraj has advised Suryansh to exercise Right to be heard.

2.    The three functions highlighting the role of a consumer association are listed below:

·         Educating the general public about consumer rights.

·         Conducting comparative testing of consumer products available in the market.

·         Filing complaints in appropriate consumer courts on behalf of the consumers.

Question 12.
Gaurav purchased a pack of sweets for his son from a shop in the nearby market. After consuming those sweets, the condition of his son deteriorated and he had to be hospitalized. Later on through a laboratory test, it was certified that the sweets were adulterated.

1.    State any one precaution that he should have taken while purchasing packed sweets.

2.    Name the appropriate redressal agency that he can approach in case he decides to file a case against the shopkeeper.

3.    State any two values which are lacking in the shopkeeper.

Answer:

1.    Gaurav should have checked for the quality assurance mark like FPO /FSSAI on its label while purchasing the food product.

2.    District Forum

3.    The two values which are lacking in the shopkeeper are:

·         Honesty

·         Concern for others.

Question 13.
Aryan went to purchase a pack of chocolate for his son from a shop in the nearby market. Despite his preference to buy a pack of a particular brand the shopkeeper forced him to buy the pack of chocolate of another brand, by giving some odd justifications. After coming back home, Gaurav was feeling very dissatisfied.

1.    Identify and explain the right of the consumer being violated in the above mentioned case.

2.    Briefly explain any two points highlighting the importance of consumer protection from the consumer’s point of view.

Answer:

1.    The Right to choose has been violated in the given case as Aryan was forced by the shopkeeper to buy a particular brand of chocolate.
According to the Right to Choose, the consumer has a right to choose from a variety of products at competitive prices. Also, the marketers should offer a wide variety of products to buyers.

2.    The importance of consumer protection from consumer’s point of view is outlined below:

·         Consumer Ignorance: In order to remove their ignorance, it is essential that the consumers are made aware of their rights and responsibilities.

·         Widespread Exploitation of Consumers: In pursuit of higher profits the businessmen are likely to resort to unfair trade practices like charging higher price, selling adulterated products, deficiency in services etc. Thus, there is a need to curb this kind of widespread exploitation of consumers.

Question 14.
Geeta goes to a doctor to get herself treated for an injury in her hand. The doctor being her distant relative charged her nothing for the treatment. However, after a few days she develops an infection on the wound because the doctor didn’t use sterilised instruments. Later on, she is advised by the surgeon to get the infected finger removed. Therefore, she is very angry with the doctor.
In context of the above case:
Can Geeta file a case against the doctor if she decides to take a legal action? Why or why not? Give a reason in support of your answer.
Answer:
No, Geeta cannot file a case against the doctor because she is not a consumer because she didn’t pay for the services.

Question 15.
Abhishek bought a bottle of disinfectant spray from the nearby market. It had a knob which was to be opened in a particular way. However, there was no instruction on its package in this regard. Therefore, when he tried to open the knob in a casual way, some of the spray flew in his eyes. This affected his vision.
In context of the above case:

1.    Name the rights of consumer being violated by the company.

2.    State any two directions which the consumer court can issue to the company after being satisfied with the genuineness of the complaint.

Answer:

1.    The two rights of consumer being violated in the above case are Right to information and Right to safety.

2.    The two directions which the consumer court can issue to the company after being satisfied with the genuineness of the complaint are as follows:

·         Not to offer hazardous goods for sale.

·         To pay a reasonable amount of compensation for any loss or injury suffered by the consumer due to the negligence of the marketer.

Question 16.
Ved purchased some medicines worth Rs. 1000 for his wife from a chemist in the nearby market. But, he didn’t take the cash memo for it from the chemist. After taking those medicines the condition of his wife deteriorated and she had to be hospitalized. Later on through a laboratory test it was certified that the medicines were spurious.

1.    Can he file a case against the chemist? Justify your answer with the help of a suitable reason.

2.    State any two values which are lacking in the chemist.

Answer:

1.    No, he cannot a case against the chemist as he didn’t take the cash memo for it from the chemist. A cash memo is the conclusive proof of the purchase of goods.

2.    The two values which are lacking in the chemist are:

·         Humanity

·         Trustworthiness.

Q. 1. Harish purchased a medicine from ‘Hari Govind 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 hospitalized. Doctor informed Harish that the medicine given to his son was spurious.
Harish complained about this to ‘Hari Govind Medical Stores’. As a result, ‘Hari Govind
Medical stores’ decided to file a complaint against the manufacturer in the consumer court.
Can ‘Hari Govind Medical Stores’ do this? Give reason. (1 mark)
Ans. No, ‘Hari Govind Medical stores’ cannot file a complaint against the manufacturer in the
consumer court. The Medical Stores is not a consumer since it buys medicine for re-sale or
commercial purpose.

Q. 2. Your mother purchased a colour television for Rs. 70,000 without cash-memo from an
authorized dealer of the manufacturer with a guarantee that the television will be replaced
with a new one if any of its parts becomes defective within three months from the date of
purchase. Within 10 days a part of the television was burnt and on complaining the seller
refused to replace the television. Name the redressal agency under the Consumer
Protection Act where your mother can file the complaint. (1 mark)
Ans. No, my mother cannot file a complaint against the dealer or the manufacturer in the
consumer court since she does not have cash-memo, which serves as the proof of
purchase.

Q. 3. 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.
(1 mark)
Ans. Right to consumer education

Q. 4. Bajaj Auto Ltd. purchased a machinery for Rs. 5 crore from Priya Ltd. and found it
defective. Despite many complaints the defect was not rectified. Suggest Bajaj Auto Ltd.
the appropriate forum to file their complaint in the three-tier machinery under the Consumer
Protection Act. (1 mark)
Ans. National Commission

Q. 5. Rahu Bali purchased a flat for Rs. 50 lacs and found it different from what was agreed.
He wants his money back. Suggest him the appropriate authority to file his complaint in the
three-tier machinery under the Consumer Protection act, 1986. (1 mark)
Ans. State Commission

Q. 6. Anurag bought an electric iron form a reputed showroom of a manufacturing company
but it caused electric shock to his wife while she was using it. Anurag claimed a
compensation of Rs. 15 lakhs. Where can he file his claim? (1 mark)
Ans. District Forum

Q. 7. Rajiv purchased a diesel car for Rs. 7 lakhs from an automobile company and found its
engine being defective. Despite many complaints the defect was not rectified. Name the
highest authority to file his complaint in the three-tier machinery under the Consumer
Protection Act. (1
mark)
Ans. National Commission

Q. 8. 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
state commission but was not satisfied with its order. Where can he appeal and within how
many days? (1
mark)
Ans. National Commission, within 30 days of the passing of the order of the State
Commission.

Q. 9. Shubhangi purchased a car for Rs. 1.1 crore and found its engine defective. Despite
many complaints, the defect was not rectified. She filed a complaint in National Commission
but was not satisfied with its order. Suggest her the appropriate authority where she can
appeal. (1 mark)
Ans. The Supreme Court

Q. 10. 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? (1 mark)
Ans. By FPO mark label

Q. 11. Anjana wants to buy a gold ring. As an aware consumer, how can she be sure about
the quality of gold ring she is going to buy? (1 mark)
Ans. By Hallmark label

Q. 12. Pragya bought an iron of a reputed brand for Rs. 1500 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. (1
mark)
Ans. Right o safety

Q. 13. 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? (1
mark)
Ans. Right to choose.
Q. 14. Ahmed wants to buy an iron. As an aware customer, how can he be sure about the
quality of iron?
(1 mark)
Ans. By ISI mark label

Q. 15. Tanya purchased some household goods from a ‘General store’. After reaching
home she found a face cream which she had not 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 Tanya file a complaint? Justify. Under Consumer Protection Act, 1986 who can file
a complaint?
(3 mark)
Ans. Tanya cannot file a complaint in any consumer court since she does not have the proof
of purchase, i.e., cash memo. She did not fulfil her responsibility of an honest consumer.
She should have gone back to the general store to get its billing. Under the Consumer
Protection act, 1986, any of the following can file a complaint:
1. Any consumer
2. Any registered consumers’ association
3. The central Government or any State Government
4. One or more consumers on behalf of many consumers having same interest.
5. A legal representatively of a deceased consumer.

Q. 16. Akhil, a consumer purchased medicines without noticing the date of expiry. He also
did not obtain the cash memo. Do you think he will be able to protect himself by the loss
caused due to expired medicine? Give reasons to support your answer. (3 mark)
Ans. Akhil will not be able to protect himself by the loss caused due to expired medicine
because he did not fulfil his responsibility on the following grounds:
1. He did not read the labels of the packet of medicines. He did not notice the date of
expiry. A consumer should always read labels carefully to have information about
prices, net weight, manufacturing and expiry dates, etc.
2. He did not obtain the cash memo from the seller. Cash memo is a proof of purchase
and it is a must for filing a complaint in appropriate consumer court.

Q. 17. Deepak purchased a book from a book-seller and got the cash memo of Rs. 400
which he paid for the book. Later, he found that the actual price of the books is Rs. 380 but
the book-seller has put a sticker of Rs. 400 on the original price. Can Deepak recover the
extra money that he paid? What other options are available to him against book-seller?
(4 mark)
Ans. Deepak is a responsible consumer since he has got the cash memo for the book he
purchased. Cash memo is the proof of purchase. A consumer must have the cash memo
to file a complaint in a consumer court.
In this case, the book-seller has charged for the book a price in excess of the list price. So,
Deepak can recover the extra money he paid (Rs. 20) from the book-seller.
Alternatively, Deepak can file complaint against the book-seller in a consumer court if he
does not get back Rs. 20 from the book-seller. If the consumer court is satisfied about the
genuineness of the complaint, it can issue the following directions to the bookseller.
1. To refund the price paid for the book (Rs. 400).
2. To pay adequate costs to Mr. Deepak, which he incurred for filing the complaint.
3. To discontinue the unscrupulous, exploitative and unfair trade practices and not to
repeat in the future.

Q. 18. Dushyant, who was a vegetarian, went to a snack bar for having French fries and
later on found out that it has non-vegetarian content. Neither the advertisement nor the
packing of the product displayed that the product has non-vegetarian content. Will
Dushyant be able to claim compensation? Which right of the consumer is violated?
(1 mark)
Ans. Yes, Dushyant will be able to claim the compensation as the seller has violated the
“right to information”.

Q. 19. Your mother purchased a washing machine for Rs. 10000 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 3 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. (1 mark)
Ans. No, my mother cannot file a complaint against the dealer or the manufacturer in the
consumer court since she does not have cash-memo. She had purchased the washing
machine with an oral guarantee only.

Q. 20. 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. (1
mark)
Ans. Right to be Heard

Q. 21. Aman a degree holder in Entrepreneurship came to know about Piplantri Village
located in Rajasthan, where in 2006 an initiative was started, in which 111 trees are planted
every time a girl child is born.
To keep termites away from the trees the villagers have planted 2.5 million Aloe Vera plants
around the trees. This has turned the village into on oasis, as the planting of trees led to
higher water levels.
Aman decided to visit the village to start a business unit, for the processing and marketing of
Aloe Vera into juices, gels and other products.
However, on visiting the village Aman found that the villagers were suffering exploitation at
the hands of local merchants who were engaged in unscrupulous, exploitative trade
practices like hording and black marketing of food products and also selling unsafe,
adulterated products to the villagers.
After looking at their plight instead of a business organization he decided to set up an
organization for the protection and promotion of the consumer interest of the villagers.
State the functions that the organization established by Aman will be performing. (any six
points) (6 mark)
Ans. Functions of an NGO / Consumer organization
1. Educating the villagers / general public about consumer rights by organizing training
programmes, seminars and workshops.
2. Publishing periodicals and other publications to impart knowledge about consumer
problems, reliefs available and other matters of interest.
3. Carrying out comparative testing of consumer products in accredited laboratories to
test relative qualities of competing brands and publishing the test results for the
benefit of consumers.
4. Encouraging consumers to strongly protest and take an action against exploitative
and unfair trade practices of sellers.
5. Providing legal assistance to consumers by way of providing aid, legal advice etc, in
seeking legal remedy.
6. Filing complaints in consumer courts on behalf of consumers.

Q. 22. On Sonika’s birthday her mother gave her a pair of gold earrings. After one month
Sonika observed that the earning are losing their shine. She checked the mark on the
ear-rings and found that it was not a proper Hallmark and her mother had been cheated by
the shopkeeper. So, she filed a complaint in the district forum which rejected it. Not
satisfied by the decision of district forum, she was very much disturbed and after two months
decided to appeal further.
Can Sonika appeal against the decision of the district forum? Give reason in support of your
answer. (1 mark)
Ans. No, Sonika cannot appeal now as the appeal has to be filed within 30 days of passing
of the order by the district forum.

Q. 23. Manuj bought a packet of chips from a local shopkeeper and found that the
ingredients given on the label were not legible. He complained about it to the company.
The company sent a written apology stating that they will make sure that existing packets
are withdrawn from the market and new packets with legible labels are soon made available.
State the consumer right which Manuj exercised. (1 marks)
Ans. Right to be heard has been exercised by Manuj.

Q. 24. Suman bought a box of cheese of a reputed brand a local shopkeeper. On opening
the box, she found a piece of stone in the cheese. She reported the matter to the
shopkeeper who forwarded her complaint to the concerned company. Within a week, the
representative of the company visited Suman’s residence with an apology and as a
replacement offered her a new cheese pack with four other varieties of cheese as
compensation for the inconvenience to her.
State the consumer right with Suman exercised. (3 marks)
Ans. Right to seek redressal has been exercised by Suman.

Q. 25. Manvendra always went to a specific shop to buy all consumable and
non-consumable goods. In this shop, a variety of products of different brands were
displayed nicely and the sales person available also gave good sales presentations if
required. But this shop was quite far-off from his residence. His friend Annant always
wondered why Manvendra wastes to much time in going to that shop whereas there were
many big brand shops situated near his residence having consumable and non-consumable
goods.
Annant asked Manvendra the reason of going to the particular shop. Manvendra told that
he was exercising one of his rights which he could not exercise in nearby big brand shops.
State the consumer’s right which Manvendra had exercised. (3 marks)
Ans. Right to choose has been exercised by Manvendra.

Q. 26. Himanshu purchased a new car from ‘Galaxy Motors’ for Rs. 25 lakh. He was offered
free insurance for the first servicing to be availed after the car had covered 5,000 km,
10,000 km and 15,000 km, respectively. When Himanshu took the car for the first free
servicing, he was told that the car was not new and first service had already been availed on
this car. He felt cheated and filed a complaint in the State Commission. Being not satisfied
with the decision of the State Commission, after two months he decided to file an appeal
against it.
Can Himanshu appeal against the decision of the state Commission? Give reason in
support of your answer. (4 marks)
Ans.
No, Himanshu will not be able to appeal further against the decision of State Commission in
the National Commission. This is because two months have already passed and the appeal
had to be filed within 30 days of the passing of the order by State Commission.

Q. 27. 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. (4 marks)
Ans. The Right to choose has been violated in the given case as Palak was forced by the
shopkeeper to buy a particular brand of hair oil.
According to the Right to Choose, the consumer has a right to choose from a variety of
products at competitive prices. Also, the marketers should offer a wide variety of products
to buyers.

Q. 28. Anita purchased a book from Satish Book Store. While reading the book, she found
that sixteen 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”.
( marks)
Ans. Since, the value of the goods or services in question, along with the compensation
claimed, does not exceed Rs. 20 lakhs she will file a case in the District Forum.
A ‘consumer’ is generally understood as a person who uses or consumes goods or avails of
any services. A person who buys goods for commercial purpose or resale will not be
considered to be a consumer.

Q. 29. Prakahar purchased an ISI mark electric iron from Bharat Electricals. While using it,
he found that it was not working properly. He approached the seller and complained about
the same. The manufacturer refused to replace and Bharat Electrical 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.
Ans. No, Bharat Electricals will not be able to file a complaint under Consumer Protection
Act 1986 because according to this act a person is not deemed to be a customer if he buys
goods for resale or commercial purpose.
Under the Consumer Protection Act 1986, a consumer is defined as:
1. 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 uses 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.
2. 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 avails of
such services for any commercial purposes.

Q. 30. Reena purchased on 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 Reena if she complains and the
consumer court is satisfied about the genuineness of the complaint.
Ans. The six reliefs available to Reena are listed below:
1. To withdraw the hazardous goods from sale.
2. To provide replacement for the defective product.
3. To refund the price paid for the product, or the charges paid for the service.
4. To pay a reasonable amount of compensation for any loss or injury suffered by the
consumer due to the negligence of the marketer.
5. Not to offer hazardous goods for sale.
6. To issue corrective advertisement to neutralize the effect of a misleading
advertisement.

Q. 31. ‘Vastra Ltd.’ is engaged in the manufacturing of apparel. Over the years, it has
became a popular brand due to its good product quality and exclusive designing. The
company plans to open its own retail showrooms in metropolitan cities in India. In order to
meet its financial needs it has offered for subscription an IPO of Rs. 4 lakh equity shares in
the price band of Rs. 430 – Rs. 445 each. As per the guidelines of SEBI, the company has
provided a complete disclosure of the relevant details in its prospectus.
1. Identify and explain the right of the consumer being fulfilled by the directives of SEBI
in the above mentioned case.
2. Briefly explain any two points highlighting the importance of consumer protection from
the point of view of the businessmen.
Ans.
1. The right to information is being fulfilled by the directives of SEBI in the above
mentioned case.
According to the Right to information, the consumer has the right to get complete
information about the product that he / she may propose to buy including its contents, date
of manufacture and expiry, maximum retail price, quantity, directions for use etc.Moreover,
as per law, it is mandatory for the marketers to provide complete information about the
product / service to buyers.
1. The importance of consumer protection from businessmen’s point of view is outlined
below:

Q. 32. Home Shop 18 is ian online and on-air retail and distribution venture of the Network
18 group, India. It is a part of the Network 18 Media and Investments Limited which is
owned and operated by Reliance Industries. Currently, Home Shop 18 com comprises of
more than 15 categories namely, Mobiles, Health & Beauty, Apparel, Jewellery, Home &
Kitchen, Household Appliances etc. to name a few. The company offers a wide variety of
goods under each of these categories.
1. Identify and explain the relevant consumer right being promoted by the company.
2. Also mention any two values being reflected through this approach adopted by the
company. (5
marks)
Ans.
1. The Right to Choose is being promoted by the company. According to the Right to
Choose, the consumer has a right to choose from a variety of products at competitive
prices. Also, the marketers should offer w wide variety of products to buyers.
2. The two values being reflected this approach adopted by the company are increasing
standard of living and technological development

Q. 33. In one of the cases, the Goa State Commission held that “The Consumer Protection
Act is not for entertaining or compensation speculative transactions or losses”. It held that
compensation cannot be given under the Consumer Protection Act to those involved in sale
and purchase of shares, which are commercial transactions. The order follows an appeal by
a Mumbai – based stock broker India Infoline Limited against an order of the Goa district
Consumer Forum. Initially, the judgement of the Goa District Consumer Forum had
awarded damages to Panaji-resident Vaman Nagesh who had lost money in share trading
through a stock broker India Infoline Limited.
In context of the above case:
1. Why do ‘commercial transactions’ not fall under the purview of ‘consumer’ under the
Consumer Protection Act?
2. Why do you think that the above mentioned case was initially filed in the Goa District
Forum by Vaman Nagesh?
3. Where do you think Vaman Nagesh could have filed a further appeal in case he was
not satisfied with the judgement passed about his case by the Goa State
Commission? (3 marks)
Ans.
1. Under the Consumer Protection Act, a ‘consumer’ is generally understood as a
person who uses or consumes goods or avails of any service. However, a person
who buys goods for commercial purpose or resale will not be considered to be a
consumer.
2. Presuming that the value of the securities, along with the compensation claimed, did
not exceed Rs. 20 lakhs, the above mentioned case was initially filed in the Goa
District Forum by Vaman Nagesh.
3. If, Vaman Nagesh was not satisfied with the order of the State Commission, he could
have filed an appeal before the National Commission within 30 days of the passing of
the order

Q. 34. After completing his education, Arman opened a small restaurant in a posh market to
earn his livelihood. In order to attract good clientele, he decided to install two air
conditioners in the restaurant. Since he didn’t have sufficient funds to buy air conditioners of
a good brand, he bought two air conditioners from a local manufacturer in Janakpuri, Delhi
for Rs. 20,000 each. Later on, he found that the compressor of one of the air conditioner
was not working properly. Despite many complaints, the defect was not rectified by the
manufacturer. So, he feels very disappointed about the issue and wants to take a legal
action against the manufacturer to not only get compensation but also to save other people
from being duped by the local manufacturer.
1. Name the redressal agency to which he can approach to file complaint against the
local manufacturer.
2. State any two directions which the consumer court can issue to the local
manufacturer after being satisfied with the genuineness of the complaint.
3. State any two values being ignored by this automobile company. (4 marks)
Ans.
1. He can approach the District Forum to file complaint against the local manufacturer.
2. The two directions which the consumer court can issue to the local manufacturer after
being satisfied with the genuineness of the complaint are as follows:
1. To remove the defect in goods.
2. To provide replacement for the defective product.
1. The two values being ignored by the local manufacturer are:
1. Honesty
2. Concern for people.

Q. 35. On her sister’s wedding, Radha decided to gift her gold earrings. When she shared
her plan with her husband, he showed her an article in the daily national newspaper under
the heading “Jago Grahak Jago.” The campaign included details about the various aspects
that people must consider before buying any gold jewellery.
1. Why do you think campaigns like “Jago Grahak Jago” are inserted in the newspaper?
2. Name the right of consumer being fulfilled through this initiative of the government
3. State any three responsibilities that Radha must discharge as an aware consumer
while buying her sister’s wedding gift. (5 marks)
Ans.
1. The campaigns like “Jago grahak Jago” are given in the newspaper to make the
consumers aware of the various undesirable activities like unscrupulous, unfair trade
practices etc which are carried out by the marketers to exploit the buyers.
2. Right to Consumer Education is being fulfilled through this initiative of the
government.
3. The three responsibilities that Radha must discharge while buying her sister’s
wedding gift are as follows:
1. Buy only standardized goods and check for standardization mark like Hallmark for
gold jewellery.
2. Assets herself to ensure that she gets a fair deal.
3. Ask for a cash memo on purchase of goods or services.

Q. 36. In the year 2015, Under section 12(ID) of the Consumer Protection Act, the
Consumer Affairs Ministry had filed a suit in National Consumer Disputes Redressal
Commission (NCDRC) against Nestle India, the manufacturer of Maggi noodles, seeking
about Rs. 640 crore in damages for alleged unfair trade practices, false labeling and
misleading advertisements.
In context of the above case:
1. Name any two other two parties besides government who can file a case under
Consumer Protection Act 1986.
2. Why has the government filed a suit in National Consumer Disputes Redressal
Commission (NCDRC) and at no other level of three tier redressal system?
Ans.
1. The two other two parties besides government who can file a case under Consumer
Protection Act 1986 are any consumer and any registered consumers’ association.
2. The government filed a suit in National Consumer Disputes Redressal Commission
(NCDRC) and at no other level of the three tier redressal system because a
complaint has to be made to the National Commission only when the value of the
goods or services in question, along with the compensation claimed, exceeds Rs. 1
crore.

Q. 37. Good Health Ltd., a pharmaceuticals company, has introduced mosquito repellent
bands under the brand name ‘Jaddu’ in the wake of outbreak of dengue in various parts of
the country. The product attracted many people from all age groups, especially kids.
However, the company failed to provide adequate guidance for the users on the label of the
product in terms of time period of the effectiveness of the repellent band once its seal is
opened. Because of this ambiguity, many buyers faced problems.
In context of the above case:
1. Identify and explain the consumer right which has been overlooked by the company .
2. Name and explain any two functions of the important product related aspect ignored
by the company.
Ans. The Right to information is being overlooked by the company in the above mentioned
case.
1. According to the Right to information, a consumer has the right to get complete
information about the product he / she intends to buy including its contents, date of
manufacture, date of expiry. Price, quality, directions for use etc. Also, as per law, it
is mandatory for the marketers to provide complete information about the product /
service to the buyers.
2. The important aspect related to the marketing of products which has been ignored by
the company is Labelling.
The two important functions performed by labeling are:
1. Describes the product and specifies its contents:
2. Helps in identification of the product or brand:

Q. 38. Radhe Shyam moved from Muradabad to Mumbai to work as an artist in television
serials. On getting his first salary, he opened an account in a nearby commercial bank and
also opted for ATM facility under ATM card. After a few months, he lost his ATM Card and
lodged a request with the bank for furnishing duplicate card. Consequently, he was allotted
duplicate ATM Card Number but that card was not given to him. After a week, he received a
SMS message on his mobile stating that sum of Rs. 10,000/- has been withdrawn form his
account. Since the duplicate ATM card was not given to him, he brought the debit entry in
the notice of the bank. The bank assured to repay that amount to him within 15 days after
investigating the issue. But, more than a month has passed sicne then and despite his
persistent efforts the bank has not taken any action so far. So, he files a case against the
bank in the district forum. The consumer court can issue a notice to the bank after being
satisfied with the genuineness of the complaint and directs the bank to repay Rs. 10,000 to
Radheshyam along with the compensation of Rs. 50,000.
Name the rights exercised by Radheshyam in the context of the above case.
Ans. The two rights exercised by Radheshyam in the context of the above case are Right to
be heard and Right to seek redressal.

Q. 39. Bharti Airtel Limited is an Indian global telecommunications services company
headquartered in New Delhi, India. It operates in 20 countries across South Asia, Africa,
and the channel Islands. It provides GSM, 3G and 4G LTE mobile services, fixed line
broadband and voice services depending upon the country of operation. It is the largest
mobile network operator in India and the third largest in the world with 325 million
subscribers. Its portal displays the following information
“Airtel Mobile Customer Care – Call 121, 24-hr Airtel customer service number from your
Airtel phone. In case you don’t get satisfactory resolution of your query/complaint at the
Airtel customer service centre, you can get in touch with Airtel Nodal officers with your
complaint reference number and details of grievance.”
In context of the above case:
1. Identify and explain the right of the consumer being fulfilled by the company in the
above mentioned case.
2. Name the function of marketing being performed by the company.
3. State any two values that the company wants to communicate to the society.
Ans.
1. The right of the consumer being fulfilled by the company in the above mentioned
case is right to be heard.
2. The function of marketing being performed by the company is customer support
services.
3. The two values that the company wants to communicate to the society are:
1. Concern for consumers
2. Respect for law.

Q. 40. Suryansh booked a flat through a private builder in Greater Noida, Uttar Pradesh at
the cost of Rs.2 crores. As per the terms of the contract, the builder promised to provide
him with all the basis and modern amenities such as continuous electric supply, CCTV
Camera, Club facility, good quality of water, good security etc. although he was given the
possession of the flat in time, the builder did not provide all the basic and common facilities
which also included 3 tier security having CCTV camera coverage for each floor. Suryansh
kept complaining to the builder after possession of the flat for non-installation of CCTV
camera and other common and basic amenities as promised at the time of agreement, but
the builder kept assuring him that he will do the needful and he need not worry. After a
month, Suryansh had to travel abroad, so he left his home with his flat duly locked. But on
his return, he found that his flat has been robbed and theft of Rs. 10,000 and jewellery worth
Rs. 10 Lac had taken from place. He complained to the builder that had CCTV cameras
been installed, it would have been a deterrent and the theft would not have been taken
place. Also, CCTV would have ensured that no unwanted person would have entered the
building. When Suryansh discussed this incident with his friend Sooraj, who runs a
consumer association, he advised him to file a case against the builder.
In context of the above case:
1. Name the right of consumer that Sooraj has advised Suryansh to exercise.
2. State any three functions highlighting the role of a consumer association
Ans.
1. Sooraj has advised Suryansh to exercise Right to be heard.
2. The three functions highlighting the role of a consumer association are listed below:
1. Educating the general public about consumer rights.
2. Conducting comparative testing of consumer products available in the market.
3. Filing complaints in appropriate consumer courts on behalf of the consumers.

Q. 41. Gaurav purchased a pack of sweets for his son from a shop in the nearby market.
After consuming those sweets, the condition of his son deteriorated and he had to be
hospitalized. Later on through a laboratory test, it was certified that the sweets were
adulterated.
1. State any one precaution that he should have taken while purchasing packed sweets.
2. Name the appropriate redressal agency that he can approach in case he decides to
file a case against the shopkeeper.
3. State any two values which are lacking in the shopkeeper.
Ans.
1. Gaurav should have checked for the quality assurance mark like FPO / FSSAI on its
label while purchasing the food product.
2. District Forum
3. The two values which are lacking in the shopkeeper are:
● Honesty
● Concern for others.

Q. 42. Aryan went to purchase a pack of chocolate for his son from a shop in the nearby
market. Despite his preference to buy a pack of a particular brand the shopkeeper forced
him to buy the pack of chocolate of another brand, by giving some odd justifications. After
coming back home, Gaurav was feeling very dissatisfied.
1. Identify and explain the right of the consumer being violated in the above mentioned
case.
2. Briefly explain any two points highlighting the importance of consumer protection from
the consumer’s point of view.
Ans.
1. The Right to choose has been violated in the given case as Aryan was forced by the
shopkeeper to buy a particular brand ofchocolate. According to the Right to Choose,
the consumer has a right to choose from a variety of products at competitive
prices.Also, the marketers should offer a wide variety of products to buyers.
2. The importance of consumer protection from consumer’s point of view is outlined
below:
● Consumer Ignorance:
● Widespread Exploitation of Consumers:

Q. 43. Geeta goes to a doctor to get herself treated for an injury in her hand. The doctor
being her distant relative charged her nothing for the treatment. However, after a few days
she develops an infection on the wound because the doctor didn’t use sterilized instruments.
Later on, she is advised by the surgeon to get the infected finger removed. Therefore, she
is very angry with the doctor.
In context of the above case:
Can Geeta file a case against the doctor if she decides to take a legal action? Why or why
not? Give a reason in support of your answer.
Ans. No, Geeta cannot file a case against the doctor because she is not a consumer
because she didn’t pay for the services.

Q. 44. Abhishek bought a bottle of disinfectant spray from the nearby market. It had a knob
which was to be opened in a particular way. However, there was no instruction on its
package in this regard. Therefore, when he tried to open the knob in a casual way, some of
the spray flew in his eyes. This affected his vision.
In context of the above case:
1. Name the right of consumer being violated by the company.
2. State any two directions which the consumer court can issue to the company after
being satisfied with the genuineness of the complaint.
Ans.
1. The two rights of consumer being violated in the above case are Right to information
and Right to safety.
2. The two directions which the consumer court can issue to the company after being
satisfied with the genuineness of the complaint are as follows:
1. Not to offer hazardous goods for sale.
2. To pay a reasonable amount of compensation for any loss or injury suffered by the
consumer due to the negligence of the marketer.

Q. 45. Ved purchased some medicines worth Rs. 1000 for his wife from a chemist in the
nearby market. But, he didn’t take the cash memo for it from the chemist. After taking those
medicines the condition of his wife deteriorated and she had to be hospitalized. Later on
through a laboratory test it was certified that the medicines were spurious
1. Can he file a case against the chemist? Justify your answer with the help of a
suitable reason.
2. State any two values which are jacking in the chemist.
Ans.
1. No, he cannot file a case against the chemist as he didn’t take the cash memo for it
from the chemist. A cash memo is the conclusive proof of the purchase of goods.
2. The two values which are lacking in the chemist are:
● Humanity
● Trustworthiness.

Q. 46. Rajiv, a consumer purchased medicines without noticing the date of expiry. He also
did not obtain the cash memo. Do you think he will be able to protect himself by the loss
caused due to expired medicine? Give reasons to support your answer.
Ans. 46. Rajiv will not be able to protect himself by the loss caused due to expired medicine
because Rajiv did not fulfil his responsibility on following grounds;
1. He did not go through the packing instructions mentioned on the label of the packet.
2. He did not obtain the cash memo from the seller. Cash memo is a proof of purchase
and it is must for filing any complaint.

Q. 47. Bhuvan saw an advertisement in the newspaper regarding a steam iron and ordered
for the purchase of the same to shopkeeper. What will be his responsibilities as a consumer
so that he should not be exploited by the shopkeeper? Write any four such responsibilities
Ans. The four responsibilities which must be taken care of by Mr. Bhuvan Are, refer to topic
responsibilities of consumers,

Q. 48. The owner of a restaurant is charging Rs. 30 for a bottle of water from customer.
Whereas the MRP of the bottle is Rs. 10. One of the consumers objected to it but the owner
did not agreed and continued with that malpractice.
1. What are the possible reasons that other consumers are not agreeing.
2. Which right of consumer can remove this ignorance of consumer?
Ans.
1. The other consumers may not be aware of their rights.
2. Right to consumer education can help to spread awareness to consumers.

Q. 49. 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 book? Give reason in support of your
answer. Also, explain who is a ‘consumer’.
Ans.
1. District forum
2. Define consumers,