12th Class Business Studies Consumer Protection Question Bank

done Consumer Protection (Long) Total Questions - 31

• question_answer1)
  Explain the rights and responsibilities of a consumer.
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• question_answer2)
  What are various ways in which the objective of consumer protection can be achieved? Explain the role of consumer organisations and NGOs in this regard.
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• question_answer3)
  Explain the redressal mechanism available to consumers under the Consumer Protection Act, 1986.
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• question_answer4)

  Now, filing complaint is just a click away. Filing a complaint in a consumer court’s going to get a lot easier by the end of this year, virtually. No matter which part of the country you’re in, it’s going to happen at the click of a mouse.

  The project, called Confonet (Computerisation and Computer Networking of Consumer Fora), is being executed on a turnkey basis by the National Informatics Centre (NIC).

  “Online registration of complaints, the government hopes, will promote e-governance, transparency, efficiency and streamlining of consumer fora,” said an official in the consumer affairs ministry. Of ` 48.64 crore set aside for the project, the government has released ` 30.56 crore so far, the official added. “Besides software development and testing, networking and project implementation, integration and site preparation, it will include purchase of hardware for all the 583 district fora, 35 state commissions and the National Commission,” the official said. At present, computer systems and system software have been delivered to 25 state commissions and 300 district fora— never mind the fact that it’s sometimes a long wait before the hardware is finally unpacked and set up in some of the districts. Meanwhile, training of staff, sometimes in the classroom and sometimes through e-learning sessions, are in full swing.

  “But just setting up an online complaint filing system won’t ensure a strong consumer protection movement in the country — for that we’re working on GenNext and the best way to do that is to go to schools,” the official said. The government is, therefore, involving school children to form consumer clubs so as to involve them in various consumer welfare activities. Part of the funding for running the club is to come from various state governments, with an equally matching grant from the Centre. However, a number of state governments are yet to sanction the fund — some of these include Uttar Pradesh, Madhya Pradesh and Kerala.

  (Source: www.economictimes.indiatimes.com)

  Questions:

  (i) What new measure is the ministry of consumer affairs taking to make filing of complaint easy?

  (ii) What scenario of consumer protection do you foresee when the measures proposed in the above news report are implemented?

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• question_answer5)
  Explain the role of consumer organisations and NGOs in protecting and promoting consumers’ interests.                                                                                                                                                                                   [AI 2006C]
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• question_answer6)

  Explain, in brief, rights of consumers as provided under the Consumer Protection Act, 1986.          [Delhi 2006]

  Or

  Explain the following rights of a consumer to safeguard his interests.

  (a) Right to be informed               (b) Right to consumer education

  (c) Right to safety                                                                                                   [Foreign 2007]

  Or

  Explain, in brief, any four rights of consumers as provided under the Consumer Protection Act, 1986.    [AI 2008C]

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• question_answer7)
  Pragya brought an iron of a reputed brand for ` 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.
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• question_answer8)
  Harsh asked for a bottle of mineral water from a shopkeeper. The maximum retail price printed on the bottle was ` 20 only where the shopkeeper was charging ` 35. In spite of many arguments the shopkeeper was not ready to sell the bottle for less than ` 35. Harsh was in need to it and had no option except to buy. Identify the “Right” which Harsh can exercise.
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• question_answer9)
  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.
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• question_answer10)
  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.
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• question_answer11)
  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. 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 where as three were many big brand shops 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 nearby big brand shops. State the consumer’s right which Manvendra had exercised.
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• question_answer12)
  Palak went to a shopkeeper to buy a hair oil. The shopkeeper forced her to buy a particular brand of hair - oil 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.
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• question_answer13)
  Ahmed wants to buy an iron. As an aware customer how can he be sure about the quality of iron?       [Delhi 2008]                                              
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• question_answer14)
  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?                                                                                                                                                [AI 2008]
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• question_answer15)
  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?                                                                                                                              [Foreign 2008]
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• question_answer16)
  Your mother purchased a washing machine for ` 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 Ac.t, where your mother can file the complaint.
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• question_answer17)
  Saurabh purchased medicines without noticing date of expiry. He did not obtain cash memo. Do you think, saurabh will be able to protect himself by loss caused due to expired medicine?                                                                              [HOTS]
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• question_answer18)
  Amit Kathuria purchased a car for ` 25 lacs from an automobile company and found its engine defective. Despite many complaints the defect was not rectified. He filed a case in the District forum. But he was not satisfied with the orders of the District Forum and decided to appeal. Suggest him the highest authority where he could appeal if not satisfied again by the decision of the next higher authority.
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• question_answer19)
  Rahul Arora purchased a machine for ` 1 crore from a company and found it defective. Defect was not rectified in spite of repeated complaints to company. Suggest to him the appropriate authority where he could file a complaint under Consumer Protection Act.                                                                                                                     [HOTS]
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• question_answer20)
  If Puneet Kumar is not satisfied with the order of the District Forum, where can he appeal?                         [HOTS]                                                      
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• question_answer21)
  Mohit filed a case against ‘Domestic Coolings Ltd.’ in the ‘District Forum,’ but he was not satisfied with the orders of the District Forum. Where can he appeal further against the decisions of District Forum?                          [Delhi 2008]                        
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• question_answer22)
  Amrit filed a case against ‘Volvo Ltd.’ in the ‘State Commission’. But he was not satisfied with the orders of the ‘State Commission’. Name the authority to which he can appeal against the decisions of ‘State Commission’.      [AI 2008]
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• question_answer23)
  Amita filed a case against ‘Mahindra Ltd.’ in the ‘National Commission’. But she was not satisfied with the orders of the ‘National Commission’. Name the authority where she can appeal against the decisions of the ‘National Commission.’                                                                                                                         [Foreign 2008]
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• question_answer24)
  Radha purchased some household goods from a ‘General Store’. After reaching home she found a face cream which she had not been billed for. After checking the date of expiry and other details, she started using it. Her face burnt due to the use of the cream. Where should Radha file a complaint? Justify your answer. Under Consumer Protection Act, 1986, who can file a complaint?          [Delhi Comptt. 2009]
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• question_answer25)
  Prakhar purchased an ISI mark electric iron from ‘Bharat Electricals’. While using he found that it was not working properly. He approached the seller and complained for the same. The seller satisfies Prakhar by saying that he will ask the manufacturer to replace this iron. The manufacturer refused to replace and Bharat Electricals decided to file a complaint in the consumer court. Can ‘Bharat Electricals’ do this? Why? Also explain ‘who is a consumer’ as per Consumer Protection Act, 1986.                                                                                          [Delhi, AI 2011]
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• question_answer26)
  Harish purchased a medicine from ‘Bhatia Medical Stores’ for his son, who had high fever. Even after giving the medicine his son’s condition did not improve and he had to be hospitalised. Doctor informed Harish that the medicine given to his son was spurious. Harish complained about this to Bhatia Medical Stores. As a result, ‘Bhatia Medical Stores’ decided to file a complaint against the manufacturer in the consumer court. Can ‘Bhatia Medical Stores’ do this? Give reason in support of your answer. Also explain who is a consumer as per ‘Consumer Protection Act 1986’.                      [Delhi, AI Comptt. 2011]
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• question_answer27)
  On Sonika’s birthday her mother gave her a pair of gold earrings. After one month Sonika observed that the earrings are 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 file 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.
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• question_answer28)
  Himanshu purchased a new car from ‘Galaxy Motors’ for ` 25 lakhs. 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 the car was not new and first service has 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.
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• question_answer29)
  Anita purchased a book from Satish Book Stores. While reading the book she found that ten pages were missing. She approached the seller of the book and complained about the missing pages. The seller promised that if the publisher was ready to change the book he would change the same. After a week the seller informed Anita that the publisher had refused to change the book. Where can Anita file a complaint against the seller of the book? Give reason in support of your answer. Also, explain who is a consumer as per Consumer Protection Act, 1986.                                                     [Delhi Comptt. 2011]
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• question_answer30)
  State any three responsibilities that a consumer must keep in mind while purchasing gold jewelry.     [CBSE Sample Paper 2017-18]
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• question_answer31)

  Indian Youth Organisation (IYO) organized 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 realized 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 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 it 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 direction that might have been issued by the court.

  (b) Also identify any two values that are being communicated by IYO to the society.

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