Consumer Rights
LET’S WORK THESE OUT (Page No. 77)
1. What are the various ways by which people may be exploited in the market?
Answer: People may be exploited in the market in many ways such as:
- Traders may weigh less than what they should.
- They may charge more than the actual price printed on the goods.
- Adulterated or defective goods may be sold to consumers.
- Sellers may hide information or give false information about a product.
- Large companies with huge power may manipulate the market through advertisements or by providing wrong claims about their products.
2. Think of one example from your experience where you thought that there was some ‘cheating’ in the market. Discuss in the classroom.
Answer: Once, a shopkeeper charged more than the printed MRP on a cold drink bottle saying that the price had increased. When checked, the printed price was lower, which showed that the shopkeeper was trying to cheat the customer.
3. What do you think should be the role of government to protect consumers?
Answer: The government should make and enforce rules and regulations to protect consumers from unfair trade practices. It should ensure that:
- Quality standards of goods and services are maintained.
- False advertising and adulteration are prevented.
- Legal institutions like Consumer Disputes Redressal Commissions work effectively.
- Consumer awareness is promoted so that people know their rights and can fight against exploitation.
LET’S WORK THESE OUT (Page No. 78)
1. What could have been the steps taken by consumer groups?
Answer: Consumer groups could have taken the following steps:
- They could create awareness among consumers about their rights.
- They could write articles and hold exhibitions to educate people about unfair trade practices.
- They could form consumer groups to check malpractices in ration shops and transport services.
- They could pressurise the government and business firms to follow rules and protect consumer interests.
- They could help consumers file complaints and fight cases in the Consumer Disputes Redressal Commissions.
2. There may be rules and regulations but they are often not followed. Why? Discuss.
Answer: Rules and regulations are often not followed because:
- Supervision is weak and authorities fail to check whether the rules are being obeyed.
- Consumers are not fully aware of their rights and do not take action against exploitation.
- The consumer movement is not strong enough to ensure that the rules are properly implemented.
- Some producers and sellers are powerful, and they ignore the laws to make more profit.
LET’S WORK THESE OUT (Page No. 79)
1. For the following (you can add to the list) products/services discuss what safety rules should be observed by the producer?
(a) LPG cylinder
Answer: The cylinder should be properly sealed, leak-tested, and approved by safety authorities before supply.
(b) cinema theatre
Answer: The theatre should have proper fire exits, fire extinguishers, and emergency lighting for the safety of people.
(c) circus
Answer: Safety nets and strong ropes should be used, and all equipment should be checked before performances.
(d) medicines
Answer: Medicines should be produced under hygienic conditions with correct ingredients, expiry dates, and side effects clearly mentioned on the packet.
(e) edible oil
Answer: It should be free from adulteration, properly sealed, and tested for quality and purity.
(f) marriage pandal
Answer: The pandal should be made of fireproof materials and have emergency exits and electrical safety arrangements.
(g) a high-rise building.
Answer: The building should follow all safety standards, have fire alarms, safe staircases, and proper earthquake-resistant design.
2. Find out any case of accident or negligence from people around you, where you think that the responsibility lay with the producer. Discuss.
Answer: A person bought a pressure cooker, and its safety valve was defective. During cooking, the cooker burst and caused burns. This accident happened because the manufacturer did not ensure proper safety testing, so the responsibility lay with the producer for negligence in maintaining safety standards.
LET’S WORK THESE OUT (Page No. 81)
1. When we buy commodities we find that the price charged is sometimes higher or lower than the Maximum Retail Price printed on the pack. Discuss the possible reasons. Should consumer groups do something about this?
Answer: The price charged can be higher or lower than the MRP for several reasons:
- Some shopkeepers charge more than the MRP to make extra profit.
- Sometimes, discounts or offers are given by sellers, so the price may be lower than MRP.
- Lack of consumer awareness allows sellers to overcharge.
Yes, consumer groups should take action against those who charge more than the MRP. They should create awareness among people and complain to authorities to ensure that rules are followed and consumers are not exploited.
2. Pick up a few packaged goods that you want to buy and examine the information given. In what ways are they useful? Is there some information that you think should be given on those packaged goods but is not? Discuss.
Answer: Packaged goods generally show information such as price, batch number, manufacturing and expiry date, ingredients, and address of the manufacturer.
This information is useful because:
- It helps consumers know what they are buying.
- They can check the expiry date to ensure safety.
- They can complain or ask for replacement if the product is defective.
Sometimes, important details like side effects, storage instructions, or helpline numbers are missing and should be added for better consumer awareness and safety.
3. People make complaints about the lack of civic amenities such as bad roads or poor water and health facilities but no one listens. Now the RTI Act gives you the power to question. Do you agree? Discuss.
Answer: Yes, the Right to Information (RTI) Act gives citizens the power to question the government.
People can now:
- Ask for information about delays or poor services in government departments.
- Hold officials accountable for their work.
- Get timely responses to their complaints.
The RTI Act ensures transparency and responsibility in government offices and empowers citizens to take action when civic amenities are not properly provided.
The following are some of the catchy advertisements of products that we purchase from the market. Which of the following offers would really benefit consumers? Discuss.
- 15 gm more in every 500 gm pack.
- Subscribe for a newspaper with a gift at the end of a year.
- Scratch and win gifts worth Rs 10 lakhs.
- A milk chocolate inside a 500 gram glucose box.
- Win a gold coin inside a pack.
- Buy shoes worth Rs 2000 and get one pair of shoes worth Rs 500 free.
Answer: Among the given offers, the one that would really benefit consumers is “15 gm more in every 500 gm pack.”
This offer provides an actual benefit in terms of quantity of the product being purchased. It gives the consumer more value for the same price and is transparent and useful.
Other offers like “Scratch and win gifts worth Rs 10 lakhs”, “Win a gold coin inside a pack”, or “Subscribe for a newspaper with a gift at the end of a year” are mainly sales promotions meant to attract consumers. These offers often depend on chance or luck and may not provide any real benefit to all consumers.
Therefore, only the offer of extra quantity (15 gm more in every 500 gm pack) gives a true and direct advantage to the consumer.
LET’S WORK THESE OUT (Page No. 84)
Arrange the following in the correct order.
(a) Arita files a case in the District Consumer Disputes Redressal Commission.
(b) She engages a professional person.
(c) She realises that the dealer has given her defective material.
(d) She starts attending the commission proceedings.
(e) She goes and complains to the dealer and the Branch office, to no effect.
(f) She is asked to produce the bill and warranty before the commission.
(g) She purchases a wall clock from a retail outlet.
(h) Within a few months, the dealer was ordered by the commission to replace her old wall clock with a brand new one at no extra cost.
Answer: The correct order is as follows:
(g) She purchases a wall clock from a retail outlet.
(c) She realises that the dealer has given her defective material.
(e) She goes and complains to the dealer and the Branch office, to no effect.
(b) She engages a professional person.
(a) Arita files a case in the District Consumer Disputes Redressal Commission.
(f) She is asked to produce the bill and warranty before the commission.
(d) She starts attending the commission proceedings.
(h) Within a few months, the dealer was ordered by the commission to replace her old wall clock with a brand new one at no extra cost.
LET’S WORK THESE OUT (Page No. 86)
1. Look at the posters and cartoons in this chapter. Think of any particular commodity and the aspects that need to be looked at as a consumer. Design a poster for this.
Answer: Poster Example:
Be a Smart Consumer – Check Before You Buy!
Product: Packaged Drinking Water
- Check for ISI mark.
- Ensure the seal is not broken.
- Verify manufacture and expiry date.
- Look for price and company address.
Slogan: “An Alert Consumer is a Safe Consumer.”
2. Find out the nearest Consumer Disputes Redressal Commission for your area.
Answer: The nearest commission depends on the district or state where you live.
For example, every district has a District Consumer Disputes Redressal Commission, which deals with cases involving claims up to ₹1 crore.
3. What is the difference between consumer protection council and Consumer Disputes Redressal Commission?
Answer:
| Consumer Protection Council | Consumer Disputes Redressal Commission |
|---|---|
| It is an advisory body that creates awareness among consumers and guides them. | It is a quasi-judicial body that hears complaints and gives judgments. |
| It promotes and protects consumer rights through education and campaigns. | It settles disputes and provides compensation to consumers. |
| It cannot punish or order compensation. | It can pass orders and give relief or penalties. |
4. The Consumer Protection Act 1986 ensures the following as rights which every consumer in India should possess
(i) Right to choice.
(ii) Right to information.
(iii) Right to redressal.
(iv) Right to representation.
(v) Right to safety.
(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. ( )
Answer: (Right to Safety)
Explanation: This case is related to the consumer’s protection against goods that are hazardous to life and property.
(b) John is dissatisfied with the services provided by MTNL/BSNL/TATA INDICOM for the past few months. He files a case in the District Level Consumer Commission.
Answer: (Right to Redressal)
Explanation: This refers to the right to seek redressal against unfair trade practices or deficiency in services through proper legal bodies.
(c) Your friend has been sold a medicine that has crossed the expiry date and you are advising her to lodge a complaint.
Answer: (Right to Information)
Explanation: This case involves the right of consumers to be informed about the quality, purity, and standards of goods and services.
(d) Iqbal makes it a point to scan through all the particulars given on the pack of any item that he buys.
Answer: (Right to Consumer Education)
Explanation: It shows awareness and understanding of consumer rights and responsibilities while making purchases.
(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.
Answer: (Right to Choice)
Explanation: This right ensures that consumers have access to a variety of goods and services at competitive prices and can choose freely.
(f) You realise that you have received a defective camera from a dealer. You are complaining to the head office persistently.
Answer: (Right to Representation)
Explanation: This refers to the right of consumers to be heard and represented in appropriate forums for settlement of grievances.
5. If the standardisation ensures the quality of a commodity, why are many goods available in the market without ISI or Agmark certification?
Answer: Many goods are available without ISI or Agmark certification because:
- It is not compulsory for all producers to follow quality standards.
- Some manufacturers avoid certification to save cost or due to lack of strict checking.
- Supervision and enforcement of quality rules are often weak.
- Consumers are sometimes unaware and buy uncertified products.
6. Find out the details of who provides Hallmark and ISO certification.
Answer:
- Hallmark Certification: Provided by the Bureau of Indian Standards (BIS) for gold and silver jewellery to ensure purity.
- ISO Certification: Provided by the International Organization for Standardization, which develops international standards for goods, services, and management systems.
EXERCISES
1. Why are rules and regulations required in the marketplace? Illustrate with a few examples.
Answer: Rules and regulations are required in the marketplace to protect consumers from unfair trade practices and exploitation by sellers.
For example, traders sometimes weigh less than what they should, sell adulterated or defective goods, or charge more than the printed price.
Large companies can also mislead consumers by giving false information through advertisements.
Therefore, rules ensure that consumers are treated fairly and goods and services are safe for use.
2. What factors gave birth to the consumer movement in India? Trace its evolution.
Answer: The consumer movement in India began due to rampant food shortages, hoarding, black marketing, and adulteration of food and edible oil in the 1960s.
In the 1970s, consumer organisations started checking malpractices in ration shops and transport.
Later, with the rise of consumer awareness, the movement became stronger and led to the passing of the Consumer Protection Act (COPRA) in 1986, which provided a legal system for consumer protection.
3. Explain the need for consumer consciousness by giving two examples.
Answer: Consumer consciousness is needed to protect consumers from exploitation and ensure that they make informed choices.
Examples:
- A company once claimed that baby milk powder was better than mother’s milk — this false claim was stopped after many years of struggle.
- Cigarette companies were forced to accept in court that their products could cause cancer.
Hence, awareness helps consumers to question and challenge false or harmful practices.
4. Mention a few factors which cause exploitation of consumers.
Answer: A few factors causing exploitation are:
- Lack of information about goods and services.
- Weak consumer movement and poor enforcement of laws.
- Sellers using unfair trade practices such as underweight goods, overcharging, or selling defective products.
- False and misleading advertisements.
- Consumers being scattered and unorganised.
5. What is the rationale behind the enactment of Consumer Protection Act 1986?
Answer: The main aim of COPRA (Consumer Protection Act 1986) is to protect and promote the interests of consumers and to provide a quick and effective system for redressal of consumer complaints.
It ensures consumer rights like safety, information, choice, redressal, representation, and education through a three-tier system — district, state, and national level commissions.
6. Describe some of your duties as consumers if you visit a shopping complex in your locality.
Answer: Some duties of consumers are:
- Check the expiry date, MRP, and manufacturer details before buying any product.
- Ask for a bill or cash memo and keep it safe.
- Buy only standardised products with ISI, Agmark, or Hallmark logos.
- Be aware of your rights and responsibilities and avoid careless buying.
7. Suppose you buy a bottle of honey and a biscuit packet. Which logo or mark you will have to look for and why?
Answer: For a bottle of honey, look for the Agmark logo because it certifies the purity and quality of food products.
For a biscuit packet, look for the ISI mark (if applicable) to ensure that it meets quality and safety standards.
These marks assure consumers that the goods are tested and certified.
8. What legal measures were taken by the government to empower the consumers in India?
Answer: Legal measures include:
- Consumer Protection Act (COPRA) 1986, amended in 2019, which set up consumer commissions at three levels.
- Right to Information (RTI) Act 2005, which gives citizens the right to know about the functioning of government departments.
- Setting up of consumer protection councils and forums for guidance and awareness.
9. Mention some of the rights of consumers and write a few sentences on each.
Answer:
- Right to Safety: Protection from goods and services harmful to health or life.
- Right to Information: Consumers must be informed about ingredients, price, expiry date, and usage.
- Right to Choice: Consumers should have access to various goods and services at fair prices.
- Right to Redressal: To seek compensation or correction against unfair trade practices.
- Right to Representation: To be heard in consumer courts or councils.
- Right to Consumer Education: To know about rights and duties through awareness and education.
10. By what means can the consumers express their solidarity?
Answer: Consumers can express their solidarity by:
- Forming consumer forums or clubs in schools and local areas.
- Organising awareness campaigns and poster-making activities.
- Taking part in National Consumers’ Day (24th December).
- Helping and supporting each other to fight against exploitation and unfair practices.
11. Critically examine the progress of consumer movement in India.
Answer: The consumer movement in India has made progress with more than 2000 consumer groups now active, and legal rights provided through COPRA.
However, the process of redressal is still slow, costly, and time-consuming, and most cases require lawyers and proof.
Many consumers remain unaware of their rights, and laws are not strictly enforced.
Thus, the movement has grown but still needs more awareness and active participation.
12. Match the following.
Answer:
| (i) Availing details of ingredients of a product | (e) Right to information |
| (ii) Agmark | (a) Right to safety |
| (iii) Accident due to faulty engine in a scooter | (a) Right to safety |
| (iv) District Consumer Commission | (b) Dealing with consumer cases |
| (v) Food fortification | (g) Addition of key nutrients to staple foods |
| (vi) Consumers International | (f) Global level institution of consumer welfare organisations |
| (vii) Bureau of Indian Standards | (d) Agency that develops standards for goods and services |
13. Say True or False.
(i) COPRA applies only to goods.
Answer: False
(ii) India is one of the many countries in the world which has exclusive authorities established for consumer disputes redressal.
Answer: True
(iii) When a consumer feels that he has been exploited, he must file a case in the District Consumer Commission.
Answer: False
(iv) It is worthwhile to move to consumer commissions only if the damages incurred are of high value.
Answer: False
(v) Hallmark is the certification maintained for standardisation of jewellry.
Answer: True
(vi) The consumer redressal process is very simple and quick.
Answer: False
(vii) A consumer has the right to get compensation depending on the degree of the damage.
Answer: True
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