5.2 TEXT QUESTIONS :
1. Why are rules and regulation required in the marketplace ? Illustrate with a few examples .
Ans: Whenever there is a complaint regarding goods or services , the seller tries to blame the buyer . For example :
i) Many dishonest shopkeepers weight less than what they should . I purchased 2kg. sugar which was less than the weight . When I complained to the seller , he told me , if I was not satisfied , I can return it .
ii) Sometimes traders add charges that were not mentioned before .
iii) Some traders play with the health of the nation by indulging in adulteration of edible oils , milk , ghee , honey and so on .
2. Explain the need for consumer consciousness by giving two examples .
Ans:
i) Sonia Tele-services sent a flawed phone bill of Rs.500 to Ms. Renuka Gawas , Pune University teacher . She complained to the consumer forum . Consequently , she has been awarded a compensation of Rs 50,000 over this disputed bill of Rs.500 .
ii) Mr. Rohit Sharma complained of the poor construction of a society flat in Ankita . But his complaints were ignored by the society . A consumer court has upheld his complaint of deficiency in service and has directed the society to pay Rs.30,000 compensation .
3. Mention a few factors which cause exploitation of consumers .
Ans:
i) Limited information
Providing full and correct information about the product to consumers is of great importance . In the absence of information regarding the price , quality , composition , conditions of use , terms of purchase and so on . Consumers are likely to make a wrong choice and lose money .
ii) Limited supply
When the supply of goods is less than their demand , the tendency of hoarding arises . As a result , the prices rise and consumers are used .
iii) Limited competition
When there is only one producer or a few producers of a product , they are in a position to control or restrict the availability of the product . There is a possibility of change in prices and supply .
iv) Low literacy
Illiteracy causes ignorance of products and the market . This leads to consumers being used .
4. What is the rationale behind the enactment of the Consumer Protection Act 1986 ?
Ans: Consumer Protection Act 1986 is to provide better protection of the interests of consumers . The consumer movement succeeded in bringing pressure on business firms to correct business conduct which may be unfair and against the interests of the consumers at large .
5. Describe some of your duties as consumers if you visit a shopping complex in your locality .
Ans: The following are our duties as consumers :
i) We should look at the price , quality of the products as well as at the guarantee of the products and services . We should purchase quality marked products such as the ISI , Agmark , Hallmark and so on .
ii) We should ask for a cash memo for the goods purchased .
iii) We should make a complaint against our genuine grievances .
iv) We should take the help of consumer organisations in seeking redressal of their grievances .
v) We must know our rights and exercise them .
6. Suppose you buy a bottle of honey and a biscuit packet , which logo or mark will you have to look for and why ?
Ans: If I purchase a bottle of honey and a biscuit packet , I shall have to look for the Agmark on the bottle of the honey and the ISI mark on the biscuit packet . This is because honey is an agricultural produce while biscuits are consumer goods .
7. What legal measures were taken by the government to empower consumers in India ?
Ans:
i) The Consumer Protection Act applies to all goods and services except some specific goods .
ii) It covers all economic sectors .
iii) The provisions of the Act are compensatory as well as preventive and punitive .
iv) It ensures all the given rights of consumers .
v) To promote and protect the rights of consumers , protection councils .
8. Mention some rights of consumers and write a few sentences of each .
Ans: The following are the rights of consumers under the Indian laws :
i) Right to Safety
Consumers have the right to be protected against the marketing of goods and delivery of services that are hazardous to life and property .
ii) Right to Be Informed
Consumers have the right to be informed about the aspects of goods and services that they purchase
iii) Right to Choose
It ensures the consumers access to the variety of goods and services at fair prices .
iv) Right to Seek Redressal
Consumers have the right to seek redressal against unfair trade practices and exploitation .
v) Right to Represent
Consumers have the right to represent in the consumer courts . Consumer’s interest should receive due consideration at appropriate forums .
9. By what means can the consumers express their solidarity ?
Ans: The consumers can express their solidarity by a consumer movement . They form consumer organisations or groups which are locally known as consumer forums or consumer protection councils . These voluntary organisations such as Resident Welfare Associations guide consumers on how to file cases in the consumer court They also represent individual consumers in the consumer courts .
10. Critically examine the progress of the consumer movement in India .
Ans:
Positive Consideration :
i) References to the protection of consumers interest , against exploitation by trade and industry , underweight and adulteration were made in Kautilya’s Arthashashtra .
ii) However , organized and systematic movement has been started in the 1960’s .
iii) A major step taken by the government was the enactment of the Consumer Protection Act , 1986 .
iv) India is one of the countries that have exclusive courts for consumer redressal .
Criticisms :
i) The consumer redressal process is expensive and time consuming .
ii) In most cases cash memos are not issued . Hence , evidence is not easy to gather .
iii) Most purchases in the market are from small retail shops .
iv) The existing laws are not very clear about compensation to consumers injured by defective products .
v) Consumer awareness is spreading very slowly .
11. Match the following :
| Column A | Column B |
| i) Availing details of ingredients of a product . | a) Right to safety |
| ii) Agmark | b) Dealing with consumer cases |
| iii) Accident due to faulty engine in a scooter | c) Certification of edible oil and cereals |
| iv) District Consumer Court | d) Agency that develops standards for goods and services . |
| v) Consumers International | e) Right to information |
| vi) Bureau of Indian Standards . | f) Global level institution of consumer welfare organisation . |
Ans: i) e) ii) c) iii) a) iv) b) v) f) vi) d) .
12. Say True or False :
i) COPRA applies only to goods .
ii) India is one of the many countries in the world which exclusive courts for consumer redressal .
iii) When a consumer feels that he has been exploited , he must file a case in the District Consumer Court .
iv) It is worth while to move to consumer courts only if he damages incurred are of high value .
v) Hallmark is the certification maintained for the standardization of jewellery .
vi) The consumer redressal process is very simple and quick .
vii) A consumer has the right to get compensation depending on the degree of the damage .
Ans:
i) False ii) True iii) True iv) False v) True vi) False vii) True .
Additional Projects/Activities (Students should do on their own)