Consumer Protection

Previous Years' CBSE Board Questions

12.1 Concept and Importance of Consumer Protection

VSA (1 mark)

On which type of products is ISI mark used?

(AI 2014 C) R

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)

SAII (4 marks)

1. What is meant by Consumer Protection? Explain any two points of importance of consumer protection from the consumers' point of view. (2023)
2. Explain any four points of importance of consumer protection from the point of view of business.

(NCERT, AJ 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

1. Who among the following is not considered a consumer under the Consumer Protection Act. 1986?
2. A person who buys any goods for a consideration which has been paid.
3. A person who avails of any service for a consideration which has been promised.
4. A person who avails of a service for a commercial purpose.
5. Any user of goods when such use is made with the approval of the buyer. (2020C)

forum? Give reason in support of your answer.

1. 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:

1. Right to Safety (b) Right to be Heard

1. Right to be Informed
2. 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:

1. Describing the product and specifies its contents.
2. Identification of the product or brand.
3. Helping in promotion of products.
4. Providing information required by law. (2020 C)

VSA. (1/2 mark)

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-II, 2021-22)

1. State any two reliefs available to the consumer if the consumer court is satisfied about the genuineness of the complaint. (Delhi 2019)
2. Give the constitution of the District Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019. (Al 2018) R

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

(Delhi 2015) (EV)

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. (Al 2015)

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)

On the eye 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? (AI 2015 C)

1. How many members are required to constitute 'District Consumer Dispute Redressal Forum?

(Delhi 2014 C) [An

1. Beside a 'consumer' name any two parties who can file a complaint before the appropriate consumer forum. (Delhi 2014 C)

SAII (4 marks)

Explain the following rights of a consumer:

1. Right to choose
2. Right to safety.

1. 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 comsumer 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.

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.

1. State the responsibility which Sumit had to fulfill as an aware consumer to get the services of the company.
2. Explain briefly any two rights which Sumit could have exercised, had he fulfilled his responsibility identified in part (a). (AI 2018) Ev
3. What is meant by a 'consumer' as per the provisions of Consumer Protection Act, 2019? (Al 2016)

Explain the following rights of a consumer:

1. (b) Right to Consumer Education. (Delhi 2015) Ev

State any six reliefs available to a consumer under

the Consumer Protection Act, 2019. (Al 2014)

LA (5 marks)

25. Explain the following rights of a consumer as per

Consumer Protection Act, 2019:

1. (iii) Right to Consumer Education. (Term-II, 2021-22)

1. Explain how the 'District Commission' helps the consumers in redressing their grievances. (Term-II, 2021-22 C)
2. State any five responsibilities of a consumer as per the Consumer Protection Act, 2019. (Term-II, 2021-22 C)

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

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) Explain the following rights of consumers as per the Consumer Protection Act, 1986:

1. Right to be informed
2. Right to seek redressal. 2021 C)