CHAPTER-5

‘CONSUMER RIGHTS’

Q. What does “Consumer Protection” refer to?

Ans. It refers to protection of consumers against anti consumer trade practices by producers/traders. This anti trade includes adulteration, sub standard quality, overcharging, making misleading claims in advertisements, etc.

Q. Explain in brief any six rights of consumers as provided under the Consumer Protection Act, 1986 .

Ans.  The right to safety

It refers to the right to be protected against products, production processes and services which are hazardous to health or life. It includes concern for consumers immediate and long term needs.

The right to be informed

Consumers have a right to be informed about the quality, quantity, potency, purity, standard and price of goods or services so that they can make the right decision and protect themselves against malpractices.

The right of choice

The consumer has the right to be assured of a choice of various goods and services of satisfactory quality and competitive price.

Right to representation (or right to be heard)

It is a right and the responsibility of civil society to ensure consumer interest prevails while formulating and executing policies which affect the consumers, as well as right to be heard while developing or producing a product or service.

Right to seek redressal of grievances.

The consumer has the right go to court if he has been unscrupulously exploited against unfair or restrictive trade practices and receive compensation for supply of unsatisfactory or shoddy goods.

The right to consumer education

It is the right to acquire knowledge and skills to be an informed consumer because it is easier for the literate to know their rights and to take actions to influence factors that affect consumer’s decisions. The Union and State Governments have accepted the introduction of consumer education in school curriculum.

Q. Explain any six responsibilities of a consumer.

Ans .It is the responsibility of the consumer to:

·         Be aware of his rights and exercise them with regard to products purchased or services rendered.

·         Be quality conscious and thoroughly examine the product before purchasing it.

·         Check the quality mark i.e. AGMARK, ISI, PDS, BIS, etc.

·         Ask for a guarantee card if there is one.

·         Insist on a cash memo which is required as proof of purchase in case of a complaint.

·         File a complaint for redressal of grievance however small, to discourage malpractices.

·         Do not get carried away by advertisements but check the actual use of the product with that given in the advertisement. If there is a discrepancy, it should be brought to the notice of the sponsor.

·         Form Consumer Awareness organizations, which can be represented at various committees formed by the government for the welfare of the consumers.

Q. Mr. Soni 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. – 4 marks

Ans. No, Mr. Soni cannot protect himself from the above loss due to the following reasons:

He should have been a cautious consumer and should have thoroughly examined the product including the expiry date of the medicine before purchasing it and not depended on the seller.

He should have insisted on a cash memo, which is required as proof that he has purchased the medicine from that particular trader, failing which he cannot sue for compensation.

Q. Which type of complaints can be lodged by consumers?
Ans. The Act provides that consumers can lodge complaints and claim compensations with respect to:

·         Trader’s malpractices,

·         Defective goods; and

·         Service deficiencies. These include services in connection with banking, entertainment, financing, insurance, transport, supply of gas and electricity, medical services, boarding and lodging. (clue: BEFITS medical, boarding & lodging)

Q. What type of judicial machinery is there to deal with consumer grievances and disputes?

Ans.The Act further provides that the consumer can approach the following 3-tier judicial machinery depending upon the amount of loss involved

District Forum	if loss is up to Rs. 20 lakhs
State Commission	if loss is between Rs.20 lakhs to Rs 1 crore
National Commission	if loss is more than Rs. 1 crore

Q. Explain in brief any six functions of consumer organizations in the area of consumer protection. – 6 marks

Ans.    Bringing out journals, brochures, monographs

·         Arranging conferences, seminars, workshops on consumer problems and solutions

·         Supporting government agencies against malpractices, adulterated & hazardous goods.

·         Investigating into problems of consumers

·         Collecting data on different products and testing them

·         Filing suits and petitions in the court on behalf of the consumers

·         Organizing protests against price rigging, adulteration, underweight selling, etc

·         Encouraging consumers to boycott defective bad quality goods

VERY SHORT ANSWER TYPE QUESTIONS
Q1. Define Consumer Awareness.
Ans. Consumer's consciousness towards their rights and the social and legal obligations of the business and the government towards consumers is known as consumer awareness.

Q2. What do you mean by Consumer Protection?
Ans. Consumer protection means protection of consumers from the mishappening due to technical and manufacturing fault of commodities.

Q3. Define Consumer Rights.
Ans. The rights which help the consumers in protecting himself from being exploited are known as consumer rights.

Q4. List the right of the consumer.Ans. Following are the rights of the consumers:
(i) Right to safety
(ii) Right tot be informed
(iii) Right to choose
(Iv) Right to seek redressal
(v) Right to consumer education
(VI)Right to be represented

Q5. When was the Right to Information Act passed?Ans. The Right to Information Act was passed in October, 2005.

Q6. What do you mean by COPRA?Ans. COPRA is the short form of Consumer Protection Act.

Q7. Name any two ways by which the shopkeeper exploit the customers.Ans. The ways are as follows:
(i) By giving bad quality product
(ii) By charging more price than max. retail price for the product.

Q8. When is 'World Consumers Rights Day' celebratedAns. 'The World Consumers Rights Day' is celebrated on March 15, every year.

Q9. Mention a few organizations that provide certification of standardization for goods and services in India.Ans.  (i) ISI, (ii) AGMARK, (iii) HALLMARK

Q11. What is meant by Adulteration?Ans. Adulteration usually refers to mixing an inferior and sometimes harmful quality of a matter with food and drink intended to be sold. In other words, it is mixing something impure with something genuine.

GLOBALISATION:

1. Removing barriers or restrictions set by the government is known as
(a) globalisation
(b) privatisation
(c) liberalisation
(d) fair trade practice
2. Investment made by MNCs is called
(a) Investment ny MNCs
(b) Foriegn investment
(c) Multinational investment
(d) Investment abroad


3 MNC is a company
(a) that owns or controls production in more than one countries
(b) that owns or controls production in one nation
(c) that owns or controls production outside the nation
(d) all of the above

ANSWERS: 1(C) Liberalisation
2(b) Foriegn investment
3 (a) that owns or controls production in more than one countries