Class X - Consumer Rights

NCERT TEXTBOOK QUESTIONS

Questions Within The Lesson

Q.1. Find out any case of negligence on the part of people around you, where you think that

the responsibility lay with the producers. Discuss.

Ans. In a recent case of child birth involving surgery, anesthesia was given to an expecting mother. But the late arrival of the operating doctor created a situation where only the child could be saved and mother could not survive because of extra time for which anesthesia was given to her.

Q.2. For the following products/services discuss what safety rules should be observed by the

producers.

(a) LPG cylinders (b) cinema theatres  (c) circus (d) medicines (e) edible oil (f) marriage pandal

(g) highrise building

Ans. (a) LPG Cylinders :

(i) The LPG has to have a distinct odour, easily detectable, in case of a leakage.

(ii) The cylinder should be strong and explosion proof to avoid accidents due to explosion.

(b) Cinema Theatres :

(i) The exits should be well lit and wide enough to prevent any stampede.

(iii) There should be provision of fire extinguishers at several locations to prevent any mishap.

(c) Circus :

(i) Emergency evacuation route should be well laid out and visible.

(ii) Circulation of air should be adequate to avoid instances of suffocation.

(d) Medicines  :

(i) Do not buy any medicine after its expiry date.

(ii) Use medicine only after prescribed by qualified doctor.

(e) Edible oil :

(i) See Agmark on the product and its ingredients. It should not contain high saturated fats.

(f) Marriage Pandals :

(i) Should have adequate provisions for proper and safe parking of vehicles.

(ii) Maintenance of hygienic environment.

(g) High-rise Buildings :

(i) Uninterrupted availability of electricity for elevators.

(ii) Adequate arrangement of fire extinguishers.

Q.3. What is the difference between Consumer Protection Council and Consumer Court?

Ans. (1) Consumer Protection Councils which were formed under Consumer Protection Act in 1986 guide consumers on how to file cases in a consumer court while consumer courts look into the grievances and complaints of the consumers.

(2) Consumer court at district level is called District Consumer Forum, while at state level it is called State Consumer Commission and at national level it is called Consumer Protection Council.

Q.4. Find out the details of who provides Hallmark and ISO certification.

Ans. Hallmark :  Hallmark is quality certification for jewellery. This mark is issued by Indian Standards Institution whose headquarter is in New Delhi.

ISO certification : At international level, International Organisation for Standardisation (ISO) whose headquarter is in Geneva (established in 1947) issues ISO certification which indicates companies, goods or institutions having this certification meet the specific level of standards.

Q.5. The Consumer Protection Act, 1986, ensures the following as rights which every consumer in India should possess

(i) Right to choice (iv) Right to representation

(ii) Right to information (v) Right to safety

(iii) Right to redressal (vi) Right to consumer education.

Categorise the following cases under different heads and mark against each in brackets.

(a) Lata got an electric shock from a newly purchased iron. She complained to the shopkeeper immediately. (      )

(b) John is dissatisfied with the services provided by MTNL for the past few months. He files a case in the District Consumer Forum. (      )

(c) Your friend has been sold a medicine that has crossed the expiry date and you are advising her to lodge a complaint. (      )

(d) Iqbal makes it a point to scan through all the particulars given on the pack of any items that he buys. (     )

(e) You are not satisfied with the services of the cable operator catering to your locality but you are unable to switch over to anybody else.  (      )

(f) You realise that you have received a defective camera from a dealer. You are complaining to the head office persistently. (      )

Ans. (a) Right to safety

(b) Right to redressal

(c) Right to information

(d) Right to consumer education

(e) Right to choice

(f) Right to representation

Questions in the Exercise

 Q.1. Why are the rules and regulations required in the marketplace? Illustrate with an example.

Ans. To protect the consumer from unfair trade practices, rules and regulations are required. This can be explained with the help of an example. A shopkeeper weighs less than the actual quantity or sells adulterated or defective goods. There should be some check on such activities.

Q.2. What factors gave birth to the consumer movement in India?

Ans. Unethical and unfair trade practices such as hoarding, black marketing etc, gave birth to the consumer movement in an organised manner in 1960.

Q.3. Explain the need for consumer consciousness by giving examples.

Ans. Consumer consciousness is being aware of your right as a consumer while buying any goods or services. Example : (i) It is common to see consumers bargaining with sellers for additional discounts below the MRP. (ii) Because of conscious consumers, most of the sweet shops do not include the weight of the container when they weigh sweets.

Q.4. Mention a few factors which cause exploitation of consumers.

Ans. Factors which cause exploitation of consumers are :

(i) Lack of awareness of consumer rights among buyers.

(ii) Improper and inadequate monitoring of rules and regulations.

(ii) Individual purchase quantity is quite small.

(iv) Consumers are scattered over large areas.

Q.5. What was the rationale behind the enactment of Consumer Protection Act 1986?

Ans. The rationale behind the enactment of COPRA 1986 was to set up a separate department of consumer affairs in Central and State governments and it has enabled us as consumers to have the right to represent in a consumer court.

Q.6. Describe  some of your duties as consumers when you buy any commodity from a shopping mall in your locality.

Ans. When a consumer buys any commodity, he/she should be aware of his or her rights and verify the following details given on the packing :

(i) The MRP of the product

(ii) Date of expiry of the product

(iii) Instructions for use

(iv) Address of the manufacturer.

For example, when a consumer buys medicines, he must read directions for proper use. The consumer should negotiate for a price which is either below MRP or equal to the MRP. Date of expiry should be much after the date of purchase. If the product does not match the written specification, the consumer can lodge a complaint with authorities and ask for compensation.

Q.7. Suppose you buy a bottle of honey and a biscuit packet. Which logo or mark you will have to look for and why?

Ans. We should look for Agmark symbol before buying the food items because this mark is certified by the government and assures the quality of the product.

Q.8. What legal measures were taken by the government to empower the consumers in India?

Ans. Consumers have the right to seek redressal against unfair trade practices and exploitation. If any damage is done to a consumer, he has the right to get compensation depending upon the degree of damage. This is covered under COPRA. The government has also introduced RTI – Right to Information Act – to empower the consumer.

Q.9. Mention some of the rights of consumers and write a few sentences on each.

Ans. Some of the rights of consumers are as follows :

(i) Right to choice — Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive that service. Under this right, a consumer may also choose any one of the various brands of a product (say, a refrigerator) available in the market.

(ii) Right to redressal  — Consumers have the right to seek redressal against unfair trade practices and exploitation.

(iii) Right to represent — The act has enabled us as consumers to have the right to represent in the consumer courts.

Q.10. By what means can the consumers express their solidarity?

Ans. By way of Consumer Forums or Consumer Protection Councils, consumers can express their solidarity.

Q.11. Critically examine the progress of consumer movement in India.

Ans. Earlier there was no legal system available to consumers to protect them from exploitation in the marketplace. It was presumed that it was the responsibility of consumers to be careful while buying a commodity or service.

It took many years for organisations in India and around the world to create awareness among people.

In India, the consumer movement as a “social force” originated due to the necessity of protecting and promoting the interest of consumers against unethical and unfair trade practices. Hoarding, black marketing etc. gave birth  to consumer movement in an organised form in the 1960s. As a result of which, the government passed the Consumer Protection Act in 1986.

Example – Any businessman resorting to unfair means shall be taken to task by the different courts set up at the district, state and national levels. As a result, the consumers could be compensated for the loss they incurred by buying defective goods or getting poor services.

Q.12. Match the following :

(i) Availing details of ingredients of product (a) Right to safety

(ii) Agmark (b) Dealing with consumer cases

(iii) Accident due to faulty engine in a scooter (c) Certification of edible oil and cereals

(iv) District Consumer Court (d) Agency that develops standards for goods and services

(v) Consumers International (e) Right to information

(vi) Bureau of Indian Standards (f) Global level institution of consumer welfare organisation

Ans. (i) (e) (ii) (c) (iii) (a) (iv) (b) (v) (f) (vi) (d)

Q.13. Say True or False.

Ans. (i) COPRA applies only to goods.

(ii) India is one of the many countries in the world which have exclusive courts for consumer redressal.

(iii) When a consumer feels that he has been exploited, he must file a case in the District Consumer Court.

(iv) It is worthwhile to move to consumer courts only if the damages incurred are of high value.

(v) Hallmark is the certification maintained for standardisation of jewellery.

(vi) The consumer redressal process is very simple and quick.

(vii)A consumer has the right to get compensation depending on the degree of the damage.

Ans. (i) False (ii) True (iii) True (iv) False (v) True (vi) True (vii) True