Case​ ​Studies​ ​–​ ​(Chapter​ ​-​ ​12)​ ​Consumer​ ​Protection,​ ​BST

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Case​ ​Studies​ ​–​ ​(Chapter​ ​-​ ​12)​ ​Consumer​ ​Protection,​ ​BST​ ​Class​ ​12

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Case​ ​Studies​ ​–​ ​(Chapter​ ​-​ ​12)​ ​Consumer​ ​Protection

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​ p​ ay​ ​adequate​ ​costs​ ​to​ ​Mr.​ ​Deepak,​ ​which​ ​he​ ​incurred​ ​for​ ​filing​ ​the​ ​complaint.
3. To​ d ​ iscontinue​ ​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​ t​ wo​ ​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​ t​ he​ ​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​ t​ he​ ​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​ d​ id​ ​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​ r​ ight​ ​of​ ​consumer​ ​can​ ​remove​ ​this​ ​ignorance​ ​of​ ​consumer?

Ans.

1. The​ ​other​ ​consumers​ ​may​ ​not​ ​be​ ​aware​ ​of​ ​their​ ​rights.
2. Right​ t​ o​ ​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​ c​ onsumers,
By​ ​sumit​ ​shukla…………………………………..