CBSE Class 12 Business Studies Consumer Protection Worksheet Set A

Question. The consumer organisations collect the samples of the products for .
(a) Sell them
b) Check them
c) Get bribe from the sellers
(d) Distribute them among the poor

Answer : B

Question. Who of the following cannot file a complaint?
(a) Individual consumer
(b) Consumer association that has not been recognised
(c) Central government
(d) State government

Answer : B

Question. Disputes of amount are settled at the level of District Forum?
(a) Up to rupees ten lakh
(b) Up to rupees thirty lakh
(c) Up to rupees fifty lakh
(d) Up to rupees twenty lakh

Answer : D

Question. To provide protection to the consumers against the improper behaviour of the producers and sellers is called .
(a) Consumers Protection Act
(b) Consumer Protection
(c) Consumer Welfare
(d) Consumer Education

Answer : B

Question. Which of the following is a consumer organization?
(a) Common Cause, New Delhi
(b) Voice, New Delhi
(c) Consumer Forum, Udipi
(d) All of these

Answer : D

Question. When a single consumer fails to get his rights protected, he seeks the help of .
(a) Trade Union
(b) Consumer Association
(c) Labour Union
(d) None of the above

Answer : B

Question. Who, of the following, cannot be considered a consumer?
(a) A person who buys things to further sell them consideration.
(b) A person who gets things without consideration.
(c) A person who uses things without the permission of the purchasers.
(d) All the above

Answer : D

Question. Don’t purchase in haste’, this is an important of the consumer.
(a) Responsibility
(b) Right
(c) Act
(d) All the above

Answer : A

Question. Which of the following Acts is related to the Consumer 'sprotection'?
(a) Consumer Protection Act,1986
(b) Indian Companies Act,1956
(c) Indian Partnership Act
c) Indian Contract Act

Answer : A

Question. Sheela went to a free eye camp and got her eyes operated for cataract. The surgery was not done properly, due to which she lost her vision. Where can she file a complaint under consumer protection act?
(a) At District forum
(b) State commission
(c) National Commission
(d) None of these

Answer : D

Question. Which one of the following cannot file a complaint under Consumer Protection Act, 2019?
(a) Any consumer under the definition of Consumer Protection Act.
(b) Central or State Government
(c) Legal heir of a deceased consumer
(d) A person who obtains the goods with no consideration.

Answer : D

Fill in the blanks :

Question. The State Commission has the jurisdiction to entertain complaints where the value of the goods or services paid as consideration, exceeds ________________ but does not exceed _______________.

Answer : `1 crore; `10 crore

Question. Any manufacturer or service provider who causes a false or misleading advertisement shall be punished with imprisonment for up to _____________ and with fine which may extend to ______________. For every subsequent offence, (s)he will be punished with imprisonment up to _____________ and with fine which may extend to ______________.

Answer : 2 years; `10 lakh; 5 years; `50 lakh

Question. Every complaint must be disposed off within ______________ from the date of receipt of notice by opposite party where the complaint does not require analysis or testing of commodities and within ______________ if it requires analysis or testing of commodities. 

Answer : 3 months; 5 months

Question. Any person aggrieved by an order made by the National Commission may prefer an appeal against such order to the ______________ within a period of ______________ from the date of the order.

Answer : Supreme Court; 30 days

Question. Any person aggrieved by an order made by the District Commission on the grounds of facts or law within a period of ______________ from the date of the order. 

Answer : 45 days

Question. The National Commission has the jurisdiction to entertain complaints where the value of the goods or services paid as consideration exceeds _______________. 

Answer : `10 crore

Question. The District commissions will entertain complaints where the value of goods and services does not exceed ______________. 

Answer : `1 crore

Question. Each State Commission shall consist of ________________.

Answer : a President, and not less than four other members.

Question. Each District Commission consists of _______________.

Answer : a President, and not less than two other members.

Question. Any person aggrieved by an order made by the State Commission may prefer an appeal against such order to the ______________ within a period of ______________ from the date of the order.

Answer : National Commission; 30 days

Question. Appeals from a District Commission will be heard by the State Commission. Appeals from the State Commission will be heard by the National Commission. Final Appeal will lie before _________________. 

Answer : the Supreme Court

Question. An order passed by the National Commission is appealable before the ______________.

Answer : Supreme Court

Question. The District Commission, the State Commission or the National Commission shall not admit a complaint unless it is filed within _____________ from the date on which the cause of action has arisen. 

Answer : 2 years

Question. Each National Commission shall consist of ________________.

Answer : a President, and not less than four other members.

Question. ________________ is the apex institution under the Consumer Protection Act, 2019. 

Answer : National Commission

True/False :

Question. As per the provisions of the Consumer Protection, consumer does not include a person who obtains goods for resale or for any commercial purpose. (True/False)

Answer : True

Question. A consumer can file a complaint against on unfair contract at any Consumer Disputes Redressal Commission at the district, state and national levels. True/False? Give reason.

Answer : False

Question. "Consumer means any person who buys any goods or hires/avails any services for a consideration which has been paid or promised or partly paid and partly promised__________" 
The expressions "buys any goods" and "hires/avails any services" includes offline transactions only. True/False? Give reason.

Answer : False

Important Questions for Ncert Class 12 Business Studies Directing

Very Short Answer Type Questions :

Question. Ramesh purchased medicines without noticing a date of expiry. He did not obtain cash memo. Do you think, Ramesh will be able to protect himself by loss caused due to expired medicine?
Answer : No Ramesh will not be able to protect himself as he didn’t obtain the proof of purchase, i.e. cash memo.

Question. Which can serve as the proof of purchase made, for filing a complaint against defective product?
Answer : Cash memo.

Question. Identify the products to which the following quality certification marks are associated. Also mention the name of quality mark.
Answer : (i) food products (FPO marks);
(ii) Electrical appliances (ISI mark);
(iii) Jewellery (Hallmark);
(iv) Environmental friendly products (Eco mark);
(v) Agriculture products(Agmark).

Question. Which consumer right entitles the consumer to get relief in case the product or service falls short of his expectation?
Answer : Right to seek redressal.

Question. Mili went to a shopkeeper to buy vegetable oil. The shopkeeper forced her to buy a particular brand out of various available brands. Which right of Mili has been exploited?
Answer : Right to choose.

Question. The approach of Caveat Emptor has been changed to Caveat Venditor. What do the two approaches mean? Why such a radical change has taken place?
Answer : The approach of Caveat Emptor means let the buyer beware and approach of caveat venditor means let the seller be ware. The change has taken place because a consumer is said to be a king in the current competitive market and all the marketing efforts of a firm revolve around him.

Question. 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?
Answer : Rita should look for FPO Mark on the packet of juice.

Question. Why consumer protection is important for consumers? Give any one reason.
Answer : It is important because of ‘consumer ignorance’.

Question. Government is actively advertising for ‘Jago Grahaks Jago’. Which consumer right is highlighted in the given statement?
Answer : Right to consumer education.

Question. Pragya brought an iron of a reputed brand for Rs. 1,500 but it caused an electric shock while it was being used Pragya wants to exercise her‘ Right’.
Identify the ‘Right ‘under which he can be protected.
Answer : Right to Safety.

Question. Mention the quality mark which a consumer should look for while purchasing the following products:
(i) Electrical goods;
(ii) Jewellery;
(iii) Agriculture products;
(iv) Food products;
(v) Environmental friendly products.
Answer : (i) ISI marks;
(ii) Hallmarks;
(iii) Agmark;
(iv) FPO mark;
(v) Eco mark. 

Question. Name the right, Which suggests that a consumer has a right to register his dissatisfaction?
Answer : Right to be heard.

Question. If the market has enough qualities and varieties of product at competitive prices, then buyer have an opportunity of wise selection. Identify the consumer right discussed.
Answer : Right to choose

Question. Which act provides for the setting up of three tier machinery?
Answer : Consumer Protection Act,1986.

Short Answer Question :

Question. Harishankar purchase a book for Rs. 250. Later on, he found that MRP of book was Rs. 200 only and the shopkeeper had put a sticker of Rs. 250 on the original MRP. Answer the following question:
(i) Which right of Hari shankar is violated in the given case?
(ii) Can he recover the extramoney?
(iii) Whether any option is available against the bookseller?
Answer : (i) Right to be informed is violated;
(ii) Yes, Harishankar can recover extra money of Rs.50;
(iii) Harishankar also has more option:
(a) He can ask for refund of money after returning the book;
(b) He can also sue bookseller for unfair practices.

Question. What is the role of consumer organizations and non-government organizations?
Describe.
Answer : Role of consumer organizations and non-government organizations-
1. Educating to Consumers
2. Collecting data on different products and Testing them
3. Filing suit on behalf of consumers
4. Helping Educational institutions
5. Promoting network of consumer association.
6. Extending support to Government

Question. A school owned a swimming pool and offered swimming facilities to the public on payment of a fee. The school conducted winter and summer training camps to train boys in swimming and for this purpose engaged a coach. Mr. Ajay enrolled his only son for learning swimming under the guidance of the coach. That due to the negligence of the coach, the boy drowned and died. The school denied any responsibility on its part. The coach claimed that he had considerable experience in coaching young boys for swimming. Mr Ajay decided to file a case in the appropriate consumer court and decided to claim ` 50 lakh.
(a) Against whom can Mr. Ajay file a case in the consumer court? Justify your answer.

(b) Where can Mr. Ajay file the case? Give reason.
(c) If the school authorities are not satisfied with the order of the consumer court, where Mr. Ajay had filed the case, what option is available to them? 
Answer : (a) Mr. Ajay can file a case against the school as well as the coach.
Reason: Failure to provide basic safeguards in the swimming pool by the school and the negligence of the coach amounts to deficiency in services.
(b) Mr. Ajay can file the case in the District Commission since he decided to claim ` 50 lakh, which does not exceed ` 1 crore.
(c) If the school authorities are not satisfied with the order of the district commission, they can appeal before the State Commission within 45 days of the passing of the order.

Question. Sudhanshu saw a weight reducing electric machine advertisement on the television. He purchased it and decided to use it. The moment he plugged the machine he got an electric shock. As a result he died instantly. His relatives suggested Vedant, Sudhanshu’s son to file a case claiming compensation of `50 lakh.
(a) Who can file a case against the company?
(b) Where should the complaint be filed and why? 
Answer : (a) A complaint in a consumer court can be filed by Vedant, legal heir or representative of the deceased consumer, Sudhanshu or any registered consumers’ association, etc.
(b) The complaint can be filed at the District Commission since the amount of compensation claimed does not exceed `1 crore.

Question. Anchal purchased a food processing machine for `10,000 from ‘Kajal Machinery Pvt. Ltd.’ She found that the machine was not working properly. Despite many complaints, the defect was not rectified by Kajal Machinery Pvt. Ltd.
(a) Identify the consumer right that has been violated by Kajal Machinery Pvt. Ltd.
(b) Suggest the appropriate forum where Anchal can file her complaint.
(c) Can she appeal to the Supreme Court if she is not satisfied with the order of the appropriate forum? Give reason in support of your answer. 
Answer : (a) Right to be heard
(b) District Commission; because the District CDRC will entertain complaints where value of goods and services does not exceed `1 crore.
(c) Yes; because appeals from a District CDRC will be heard by the State CDRC. Appeals from the State CDRC will be heard by the National CDRC. Final appeal will lie before the Supreme Court.

Question. On Sonika’s birthday her mother gave her a pair of gold earrings. After one month Sonika observed that the ear-rings 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.
Answer : No, Sonika cannot appeal now as the appeal has to be filed within 30 days of passing of the order by the district forum.

Question. State any two reliefs that the Consumer court can grant to consumers in case of genuine complaints in each of the following situations:
(i) Divya was charged more than the printed maximum retail price (MRP) for a bottle of water.
(ii) Clara was sold a car with a defective engine.
(iii) Antony suffered injury while using newly bought defective electric heater. 
Answer : (i) Reliefs that the Consumer court can grant to the customers are:
(a) To refund the price paid
(b) To discontinue the unfair/restrictive trade practice and not to repeat the same in future.
(ii) Reliefs that the Consumer court can grant to the customers are: (any two)
(a) To remove the defect in engine.
(b) To replace the defective engine with a new one, free from any defect.
(c) To refund the price paid.
(iii) Reliefs that the Consumer court can grant to customer are: (any two)
(a) To remove the defect in electrical heater.
(b) To replace the defective electrical heater with a new one, free from any defect.
(c) To refund the price paid.
(d) To pay a reasonable amount of compensation for any loss or injury suffered by the consumer due to negligence of the opposite party.
(e) Not to offer hazardous goods like defective electrical heater form sale.
(f ) To cease manufacture of hazardous goods like defective electrical heater.
(g) To pay adequate costs to the appropriate party.

Question. Sirajuddin purchased a car for `15 lacs from an automobile company and found that its airbags were defective. After many complaints with the company that went unheard, he filed a case in the District Forum. He was not satisfied with the orders of the District Forum. He then appealed before the State Commission and on being dissatisfied with the orders of State Commission, he appealed before the National Commission. Sirajuddin was not satisfied with the orders of National Commission. Suggest him the highest authority where he could appeal against the decision of the National Commission.
Answer : He cannot appeal to any other higher authority as only those matters which have been directly filed in the National Commission and where the value of goods and services in question along with the compensation claimed exceed ` 1 crore are appealable before Supreme Court.

Question. Prakhar purchased an ISI mark electric iron from ‘Bharat Electricals’. While using he found that it was not working properly. He approached the seller and complained for the same. The seller satisfies Prakhar by saying that he will ask the manufacturer to replace this iron. The manufacturer refused to replace and Bharat Electricals decided to file a complaint in the consumer court.
(a) Car ‘Bharat Electricals’ file a complaint in the consumer court against the manufacturer of the electric iron? Give reason in support of your answer.
(b) Who can file a complaint as per the provisions of the Consumer Protection Act, 2019? 
Answer : (a) No, ‘Bharat Electricals cannot file a complaint in the consumer court against the manufacture of the electric iron since Bharat Electricals is not a consumer. As per the provisions of the Consumer Protection Act, 2019, definition of a consumer does not include a person who obtains goods for resale or any commercial purpose.
(b) A complaint before the appropriate consumer court can be made by:
(i) A consumer; or
(ii) Any voluntary consumer association registered under any law for the time being in force; or
(iii) The Central Government or any State Government; or
(iv) The Central Authority; or
(v) One or more consumers, where there are numerous consumers having the same interest; or
(vi) In case of death of a consumer, his legal heir or legal representative; or
(vii) In case of a consumer being a minor, his parent or legal guardian.

Question. When can a consumer get more than one relief?
Answer : If the consumer court is satisfied about the genuineness of the complaint, the consumer can get more than one relief, e.g., removal of defects from the product, refund
of the price paid, payment of reasonable amount of compensation, etc.

Question. 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 hospitalised. The 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. 
Answer : 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.

Question. Mr. Man Mohan Singh and his wife Kamlesh had bought a railway journey cum-reservation ticket for `2,000 at Ahmedabad for travel from New Delhi to Kanpur Central by the Shatabdi Express. The details on the ticket, including the coach number, the date of journey, etc., were illegible. Hence, they were forced to buy another ticket for journey from New Delhi to Kanpur. They applied for a refund for the earlier ticket but, as the Forum noted, they had to suffer much for the purpose. In spite of the couple’s giving the Ahmedabad residential address for sending the refund, the Railways sent it to their Delhi address. They approached Consumer Education and Research Society (CERS), Ahmedabad for help. CERS filed a complaint against the Railways before a District Consumer Dispute Redressal Forum, Ahmedabad City and claimed that the two senior citizens had to face mental harassment due to the deficiency in service by the Railways. 
(a) Can CERS file a complaint against the Railways before the District Consumer Dispute Redressal Forum, Ahmedabad? Justify your answer.
(b) Which consumer right is being promoted by CERS in this case?
(c) State any two reliefs available to Mr. Man Mohan Singh and his wife Kamlesh. 
Answer : (a) Yes, CERS can file a complaint against the Railways before the District Consumer Dispute Redressal Forum, Ahmedabad since as per the Consumer Protection Act, 2019 a complaint before the appropriate consumer forum can be made by any registered consumers’ association also.
(b) ‘Right to be heard’ is being promoted by CERS in this case.
(c) The District Commission may order the Railways:
(i) To refund `2,000, the charges paid for the railway journey cum-reservation ticket, and/or
(ii) To pay adequate costs or reasonable amount of compensation for any loss suffered.

Long Answer Type Questions :

Question. What are Rights of consumers ? Explain.
Answer : Right to safety: It is a consumer’s right to be protected against goods and services which are hazardous to health and life. Ex- Electrical Appliances which are not ISI marked might cause serious injury.
• Right to Information: A consumer has a right to have complete information about the quality, quantity, price of goods, ingredients etc. which he intends to purchase. Thus manufacturer must mention complete information about the product.
• Right to Choice: Every consumer has the right to choose the goods from a variety of products at competitive prices. The marketers must allow consumers to make a choice from a wide variety of product.
• Right to be heard: The consumer has the right to file a complaint and to be heard in case of dissatisfaction with a product services.
• Right to Seek Redressal: The consumer has a right to get relief in case the product or services falls short of his expectations.
• Right to consumer Education: The consumer has a right to acquire knowledge and to be a well-informed consumer throughout life.

Question. What are the ways and means of consumer’s protection?
Answer : Ways and Means of Consumer protection
a) Self regulation by business: Every firm insists to have a strong consumer base which means that more and still move people should buy their products. This is possible only when the consumer carefully satisfied with the products of the firm.
b) Business Associations: Business associations prepare a code of conduct for businessmen.
c) Consumer Awareness : Consumer should protect himself
d) Consumer organizations: these organizations can force business firms to avoid malpractices and exploitation of consumers.
e) Government: Interests of the consumers are protected by the government by enacting various legislations. Consumer protection Act 1986 is an important legislation by the government to provide protection to the affect a consumer.

Question. What remedies are available to consumers in consumer’s protection Act-1986?
Answer : Under this Act, remedies available to consumers are as follows:
To remove the defect in goods or deficiency in service.
1. To replace defective product with a new non defective product.
2. To refund the price paid for the product ..
3. To pay reasonable compensation for loss or injury suffered by the consumer due to negligence of the opposite party.
4. To discontinue unfair or restrictive trade practice and not to repeat in the future.
5. Not to offer hazardous goods for sale. 

Question. What is the concept of consumer protect give importance of consumer protection.
Answer : Meaning: Consumer protection refers to protecting the consumer against anticonsumer trade practices by the producers or sellers. Importance of consumer protection.
From consumers point of view :
1. Consumer Ignorance: Most of the consumers are not aware of their rights and relief available to them. It is therefore necessary to educate them and create awareness among them.
2. Unorganized Consumers: There is need to organize consumers in the form of consumer association who would take care of their interest.
3. Wide spread exploitation of consumers: Unscrupulous and unfair trade practices, such as defective and unsafe products, hoarding and black marketing etc. are wide spread. Consumers require protection against such malpractices.
From Business Point of view :
1. Long term Interest: It is in the long term interest of the business to satisfy customers. When customers are satisfied business gets repeat sales and its customer base increase.
2. Use of society’s resources: Business firms use resources of the society. Therefore they are under an obligation to supply products and services which are in public interest.
3. Social Responsibility: A businessman has responsibility towards various groups.
Customer is one of the important groups because firms earn money by selling goods and services to them.

Question. Explain the redressal machinery under the consumer protection Act,1986.
Answer : The redressal machinery under the consumer protection Act,1986-
a) District forum: According to consumer protection Act state government can set up one or more district forum in each district.
1) District forum hears disputes involving a sum upto Rs.20Lacs.
2) It can file appeal against it with the state commission within 30days.
b) State commission:
1) State commission redresses grievances involving a sum exceeds Rs. 20 lacs and up to Rs. 1crore.
2) It can file an appeal before the national commission within 30days.
c) National commission:
1) It is appointed by the Central Government
2) It has the jurisdiction to hear complaints involving a sum exceeding Rs.1crore.
3) It can file an appeal with the Supreme Court within 30 days

Question. What is the responsibilities of consumers?
Answer : Consumer responsibilities
1. Consumer must exercise his rights: They must beaware of their rights while buying.
2. Consumers should buy only standard goods like ISI/AGMARK goods only.
3. Filing complaint for the redressal of genuine grievances.
4. Consumer must be quality conscious/should not compromise on quality.
5. Consumers should l earn the rights associated with products and services.
6. Donot forget to get receipt and Guarantee/ Warranty Card.
7. Consumers should read labels carefully.
8. Consumers should be honest in their dealings .They should buy only legal goods.
9. Consumers should respect environment. Avoid waste, littering and contributing to pollution.
10. Consumers should form consumer societies