Previous Years' CBSE Board Questions

12.1 Concept and Importance of Consumer Protection

VSA (1 mark)
1. On which type of products is ISI mark used?
(Al 2014 C)
2. 'The consumer has a right to acquire knowledge and to be a well-informed
consumer throughout life. State what type of knowledge is required by the
consumer in the above stated 'Right'.
(AI 2014 C)
SA II (4 marks)
3. What is meant by Consumer Protection? Explain any two points of importance
of consumer protection from the consumers' point of view.
(2023)
4. Explain any four points of importance of consumer protection from the point of
view of business.
(NCERT, AI 2015)
12.2 Consumer Protection Act 2019: Meaning of Consumer, Rights and
Responsibilities of Consumers, Who Can File a Complaint?, Redressal Machinery,
Remedies Available.
MCQ
5. Who among the following is not considered a consumer under the Consumer
Protection Act, 1986?
(a) A person who buys any goods for a consideration which has been paid.
(b) A person who avails of any service for a consideration which has been
promised.
(c) A person who avails of a service for a commercial purpose.
(d) Any user of goods when such use is made with the approval of the buyer.
(2020 C)
6. Aarushi purchased a pack of biscuits. When she opened it, she felt the biscuits
were stale. She carefully read the label on the pack of biscuits which mentioned:
"If you are not satisfied with the product quality, write to our Customer Care Cell
at Bell Foods Pvt. Ltd. B/321, Jalandhar, Punjab." The biscuit company has set up
its own consumer service and grievance cell to promote and protect the following
right:
(a) Right to Safety (b) Right to be Heard
(c) Right to be Informed (d) Right to Consumer Education
(2020 C)
7. The package of KRM Rawa Idli Mix describes the procedure of cooking idlis in
three easy steps. It also specifies its ingredients, instructions for storage and
serving.
The function performed by the label in the above case is:
(a) Describing the product and specifies its contents.
(b) Identification of the product or brand.
(c) Helping in promotion of products.
(d) Providing information required by law.
(2020 C)
VSA (1/2 mark)
8. Vivek purchased a bike from Samath Automobiles with a written guarantee to
repair or replace, if necessary, within six months or 5,000 kms of distance
travelled whichever is earlier. After covering the distance of 400 kms in two
months, the gears of the bike started giving problems. Vivek took the bike to the
dealer who refused to listen to his complaint. He was confused about what he
should do.
Suggest the rights that Vivek may exercise in the above case.
(Term-11, 2021-22)
9. State any two reliefs available to the consumer if the consumer court is
satisfied about the genuineness of the complaint.
(Delhi 2019)
10. Give the constitution of the District Consumer Disputes Redressal Forum
under the Consumer Protection Act, 2019.
(Al 2018)
11. 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.
(Delhi 2016, Al 2016)
12. On Sonika's birthday her mother gave her a pair of gold ear-rings. After one
month, Sonika observed that the ear-rings are losing their shine. She checked the
mark on the ear-ring 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.
(Delhi 2015)
13. Himanshu purchased a new car from 'Galaxy Motors' for 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.
(AI 2015)
14. On the eve of Diwali, Ravi purchased two kilograms of sweets from Nandan
Sweets. On consumption of sweets, his wife fell sick and had to be hospitalised.
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 have obtained for filing the complaint in the consumer
forum. (Delhi
2015 C)
15. On the eve of Diwali, Kalpana purchased two kilograms of sweets from Koyal
sweets. On consumption of sweets, her two children and husband fell sick and
were to be hospitalised. Kalpana wanted to file a case in the consumer forum but
could not do so because she did not have any proof of buying sweets from Koyal
sweets. What proof could Kalpana have obtained for filing the claim in the
consumer court?
(Al 2015 C)
16. How many members are required to constitute 'District Consumer Dispute
Redressal Forum?
(Delhi 2014 C)
17. Beside a 'consumer' name any two parties who can file a complaint before the
appropriate consumer forum.
(Delhi 2014 C)
SA II (4 marks)
18. Explain the following rights of a consumer:
(i) Right to choose
(ii) Right to safety.
(2023)
19. Sameeksha is a Class-XII student having Business Studies as one of her
subjects. After studying 'Consumer Protection' as one of the chapters in Business-
Studies, she tried to apply the acquired knowledge while purchasing and using
the goods. She is very fond of cooking and always tries new recipes. This time she
wants to purchase a 'Bread Maker' to prepare home-made bread. She checked
online about the various brands of 'Bread Maker' available in the market and
compared their price, so that an intelligent and wise choice can be made. Then
she went to a nearby market to buy it. Being an informed consumer, she looked
for the Standardization Mark, negotiated the price printed on the label, checked
the date of manufacturing and asked for guarantee or warranty of the product.
After satisfying with all the concerned information she purchased the 'Bread
Maker' and as a responsible consumer asked for the cash-memo. After coming
back home she opened the packaging of the 'Bread Maker' and found an
instruction booklet inside. She carefully read all the instructions and operated the
Bread Maker step-by-step and succeeded in making nice 'Atta Bread' for her
family.
Sameeksha has fulfilled many responsibilities of a consumer while purchasing
and using the 'Bread Maker'. State any four responsibilities fulfilled by
Sameeksha besides asking for a cash-memo.
(2023)
20. Explain the following rights of consumers as per the Consumer Protection
Act, 1986:
(a) Right to be informed
(b) Right to seek redressal.
 (2021 C)
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 stated 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 fulfill 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).
(Al 2018)
22. What is meant by a 'consumer' as per the provisions of Consumer Protection
Act, 2019?
(AI 2016)
23. Explain the following rights of a consumer:
(a) Right to Choose and
(b) Right to Consumer Education.
(Delhi 2015)
24. State any six reliefs available to a consumer under the Consumer Protection
Act, 2019. (AI 2014)
LA (5 marks)
25. Explain the following rights of a consumer as per Consumer Protection Act,
2019:
(i) Right to Safety
(ii) Right to Consumer Education.
(Term-11, 2021-22)
26. Explain how the 'District Commission' helps the consumers in redressing
their grievances.
(Term-II, 2021-22 C)
27. State any five responsibilities of a consumer as per the Consumer Protection
Act, 2019.
(Term-II, 2021-22 C)
28. 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. (Delhi 2017)
ET (6 marks)
29. Explain the three tier machinery under the Consumer Protection Act for
redressal of consumers grievances.
(AI 2015 C)
12.3 Consumer Awareness - Role of Consumer Organisations and Non-
Governmental Organisations (NGOs)
SA I (3 marks)
30. State any three functions performed by Non-Governmental Organisations for
consumer protection.
(NCERT, Delhi 2016)
SA II (4 marks)
31. Gopal, Mohan and Shyam are three friends having their separate small
manufacturing units in an industrial estate. They are hard-working and honest
and undertake their respective production activities following the good practices
of business. They use good quality raw materials and adopt standardised process.
They fix the prices of their products with a reasonable profit margin. But all of
them are worried about the malpractices like manufacturing sub-standard,
duplicate and defective goods by the fellow manufacturers. Therefore, they
decided to form an organisation with a constitution of its own which is free from
government interference. This organisation would encourage consumers to
strongly protest and take action against unscrupulous, exploitative and unfair
trade practices of sellers.
State three other functions which may be performed by the organisation in
addition to those mentioned above. (AI 2019)
LA (5 marks)
32. State any five reliefs available to a customer if the consumer court is satisfied
about the genuineness of the complaint. (Term-11,2021-22)

CBSE Sample Questions

12.2 Consumer Protection Act 219: Meaning of Consumer, Rights and
Responsibilities of Consumers, Who Can File a Complaint?, Redressal Machinery,
Remedies Available.
SA II (4 marks)
1. Mayank purchased a pack of chocolates of a renowned brand for his daughter
from a shop in the nearby market. After consuming the chocolates, his daughter
fell sick. He filed a case with the district forum against the renowned brand. He
lost the case because of a mistake that he could not provide proof of purchase.
What should be kept in mind by a consumer while purchasing, using and
consuming goods and services apart from avoiding the mistake committed by
Mayank, in order to enable him/her to achieve the objective of consumer
protection? Enumerate any four points.(2022-23)
2. Explain the following rights of consumers provided by Consumer Protection
Act, 2019:
(a) Right to Safety (b) Right to Consumer Education. (2020-21)
LA (5 marks)
3. Enumerate any five rights of a consumer under the Consumer Protection Act,
2019. (Term-II, 2021-22)
4. Enumerate any five responsibilities of a Consumer Protection Act, 2019.
(Term-11, 2021-22)