J.

N.VTHEOG,
SHI
MLA

SUBJECT-BUSI
NESSSTUDI
ES

CHAPTERCONSUMERPROTECTI
ONACT1986

TEACHER
SNAMESHI
KHA(
PGTCOMMERCE)

CHAPTER-CONSUMERPROTECTI
ONACT1986

Meani
ngofconsumer
:Ananal
ysi
sofmar
ket
ingmanagementhasmadei
tcl
ear
thatconsumeri saki
ngpinthemar ket
.theproductshouldproducegoodskeepingi
n
midther equir
ementsofconsumersandsat i
sfytheconsumerbutiti
siti
sobserved
thatthi
sobligati
oni
sneglect
edbysomebusi nessmenandt heyarei
nvolvedi
sthe
unfai
rpracti
cesuchassuppl yofquali
ty,adult
erat
ion et
c

I
MPORTANCEOFCONSUMERPROTECTI
ON

I
MPORTANCEOFCOMSUMERPROTECTI
ONACT

I
MPORTANCEFROM CONSUMER
SPOI
NTOFVI
EW;
-

1CONSUMERI GNORANCE. :-consumerprot

ecti
onprovideinfor
mat i
ont othe
i
gnorantcust
omer sregardingrightsandremedi
esavail
abletothem.I tspreads
awarenesssothatconsumercanknowaboutt hevari
ousredressalagencieswhere
theycanapproachtoprotecttheiri
nter
est
s.

2UNORGANI SEDCONSUMERS : -I
ndevel
opi
ngcount
ri
esli
keIndia,
consumers
ar
enotorgani
sed.Theyar ever
yfewconsumer
sorgani
sat
ionwhichar
ewor ki
ngto
pr
otectt
heint
erestofconsumer.

3EXPLOITATI
ONOFCONSUMERS: -Nowadaysconsumeri sthekingpinof
marketbutt
henalsother
eislotofexpl
oit
ati
onofconsumerasbusinessmen
usevari
ousunfai
rtr
adepract
icest
ocheatandexploi
tconsumers.
 I
MPORTANCEOFCONSUMERPROTECTI
ONFROM BUSI
NESSMEN
SPOI
NT
OVVI
EW;

1 SOCI ALRESPONSIBILI
TES:-Abusi
nessmanhassocialobli
gati
ontowar
ds
vari
ousgroupsandcustomeri
soneoftheimport
antgroups.Iti
sthe
responsi
bil
i
ti
esofbusi
nessmantopr
ovidequal
it
ygoodsatr easonabl
epr
ice.

2 MORALJUSTI FI
CATION:-Ethi
cswaspar tofpr
ofessi
ononlybuttodayet
hicsi
s
pl
ayi
ngveryimport
antr
oleinbusinessal
so.Moralval
uepract
isedbythe
busi
nessmenaddsglor
ytobusinessmen.

3 GOVTMENTI NTERVENTI ON:-I

fbusi
nessmenwantt oavoidintervent
ionofgovt
.
Thentheyshouldnotinvolvei
nunfai
rtradepr
act
ices.Govtinterventi
onmay
spoi
ltheimageofbusinesssobusinessmenshouldinvol
veint heactivi
ti
est
o
prot
ectthei
nterestofconsumer.

NEEDFORCONSUMERPROTECTI
ONI
NDEVELOPI
NGCOUNTRI
ESLI
KE
I
NDIA

1 POVERTYANDUNEMPLOYMENT: -I
nthedevel
opingcountr
ymostoft
he
customersarepoorandunemployed.Theyacceptanyt
hingwhi
chisof
fert
o
them atl
owpr i
ce.Thepoorconsumersi
sthemostharassedandthemost
helpl
esscreat
ureinIndi
a.

2 ILLI
TERATECONSUMER: -Indevelopi
ngcountri
esli
keIndiamostoft he
consumer sareuneducat
edandill
it
erate.Theycannotdiff
erent
iat
ebet ween
thepureandadul t
erat
edproduct.Consumercannotr eadt hecontents,
date,price,quant
it
yetc.Sotheyreall
ybli
ndlyontheinformati
onoft he
suppli
ers.

3 CONSUMERSARENOTORGANI SED:
-Anot herr easonformor e
requir
ementofconsumerprotect
ioni
nI ndi
aist hatinIndi
aconsumer shave
notyetorgani
sed themsel
vestohavepower fulconsumermovement .They
i
sl ackofef
fect
iveagenci
estosecureredressaloftheregrievances.
LEGALPROTECTI
ONTOCONSUMER
1THECONSUMERPROTECTI ONACT1986: -Enact
mentofconsumer
protecti
onact1986wasoneoft hemosti mport
antstepstakentopr
otect
theinterestofconsumer.Theprovisi
onofactcameintoforcefr
om
July1,1987.Themai nf
eaturesofthisActar
e;

1Thi
sacthaspr
ovi
devar
iousr
ightandr
esponsi
bil
i
ti
est
oconsumer
s.

2Itprovi
dessaf
eguardt
oconsumersagainstt
hedef
ect
ivegoods,def
ici
ent
s,
ser
vices,andot
herfr
om t
heor
yofexploi
tati
on.

2THECONTRACTACT1982.Thi sacti
sfor
medt obindpeopleonthei
r
promisesmadeinacontr
act.Theactal
soprovi
desremediesavai
l
ableto
part
iesincaseofbr
eachofcontr
act.

3THESALEOFGOODSACT1930.Thi sactpr
ovi
dessafeguardandrel
ieft
o
consumersi
ncasegoodsar
enotcompl
yi
ngwit
htheexpressedcondit
ions
andwarrant
y.

3THETRADEMARKACT1999: -Thi
sactpr
eventst
heuseoffr
audul
ent
marksonproduct
s.Thi
sacti
sintr
oducedi
nplaceoft
radeandmerchandi
se
markact1958.

4THEPREVENTI ONOFFOODADULTERATI ONACT1954: -Thisacti

s
for
medtocheckadult
erat
ionoff
oodarti
clesandensur
etheirpuri
tysothat
heal
thofgener
alpubl
i
ccanbemai nt
ained.

5THECOMPETI ONACT2002; -Thi

sacti
srel
atedtomonopoli
esand
rest
ri
cti
vetr
adepr
act
icesact
1969.Thi
sacti
sformedtoencour
ageheal
thy
completi
on

6 THESTANDARDOFWEI GHTANDMEASURESACT1976; -Thi

sact
provi
desthepr
otect
iontoconsumer sagai
nstmal
pract
icesofunder
weight
,undermeasure.Thi
sprovi
sionofthi
sacti
sapplicableont
hose
goodswhicharesol
dbyt heweightandmeasures.
 CONSUMERRI
GHTS:
--

Alt
houghbusinessmani sawareofhissoci
alr
esponsibi
li
ti
eseventhen
wecomeacr ossmanycasesofconsumerexpl oi
tati
on.Thatwhy
gover
nmentofI ndi
aprovidedfol
l
owingri
ghtst
oal lt
heconsumersunder
theconsumerpr ot
ect
ionact:
-

1Righttosaf
ety:-Accor
dingtothi
srighttheconsumer
shaver i
ghtt
obe
prot
ectedagai
nstthemarket
ingofgoodsandser vi
ceswhichare
hazar
doustoli
feandpropert
y.Thisr
ightisimport
antf
orsafeandsecur
e
l
if
e.

2Rightt
oinf
ormat
ion:
-Accor
dingtothi
sri
ghtt
heconsumerhasr
ightt
o
geti
nfor
mati
onaboutthequal
it
y,quant
it
y,pur
it
yst
andardandpi
eceof
goodsor

Ser
vices.
Theproducermustsuppl
yal
lther
elevanti
nfor
mat
ionata
sui
tabl
epl
ace.

3Rightt
ochoice.Accordingt othi
srightveryconsumerhasri
ghttochoose
thegoodsorservi
cesofhi sorherlikings.Thesuppl
ier
sshoul
dnotforcethe
customert
obuyapar t
icularbrandonl y.Consumershoul
dbefreetochoose
themostsuit
ableproductf r
om hispoi ntofvi
ew.

4 Righttoconsumereducati
on.Accordi
ngt othi
sri
ghti
tist
herightof
consumertoacquireknowledgeandski
lltobeinf
ormedtocustomer.i
tis
easierf
orli
ter
ateconsumerstoknowtheirri
ght
sandtakeacti
ons.

5 Ri
ghtt
oseekr
edr
essal
:-Accor
dingt
othi
sri
ghtTheconsumerhast
her
ight
getcompensati
onorseekredressalagai
nstunf
airt
radepr
act
icesorany
otherexpl
oit
ati
on.Thi
sri
ghtassuresjust
icet
oconsumeragai
nstexpl
oit
ati
on.

6 Ri
ghtothear
d/Ri
ghtt
orepr
esent
ati
on:
-Accor
dingt
othi
sri
ghtt
he
consumerhast herighttor
epresenthi
msel
fort
obehear dorri
ghtt
o
advocat
ehisinterest.I
ncaseaconsumerhasbeenexploit
edorhasany
complai
ntagainsttheproductorservi
cet
henhehastherightt
obeheard.
CONSUMERRESPONSI
BILI
TIES:
-
Variouseffor
tshavebeenmadebygover nemntornongover nment
organisat
ionstoprot
ectthei
nter
estofconsumerbutexpl oi
tati
onof
consumerwi llst
oponlywhenconsumerwi l
lcomef arwardt
osaf eguar
dhis
owni nter
est.Consumerhavetobearsomer esponsibi
li
ti
eswhicharegiven
below:-

1CONSUMERMUSTEXERCI SEHI SRI GHT:

-Underconsumerpr
otect
ion
acttheconsumerisgrant
edvriousrightst
heconsumermustsel
ectthe
productaccor
dingtohispref
erence,hemustbeawareofhisri
ghtsand
exerci
sethem wheneverr
equired.

2CONSUMERMUSTBEQUALI TYCONSCI OUS:-Theproblemsofsuppl

yof
substandardgoods,adul
ter
edproductsanddupl
icat
eproductscanbe
solvedonlywhenconsumerhimselfst
opscompromisi
ngthequali
tyof
product.

3DONOTCARRI EDAWAYBYADVERTI SEMENTS: -Theadverti

sementoften
exaggeratethequali
ti
esorfeat
uresofproductorservice.Theconsumer
mustcompar et
heactualuseofproductwit
ht heuseshowni n
advert
isementandwhenevert hereisanydif
ferenceitmustbebr oughtt
o
thenoticeofsponsororadvert
isementandinsistt
ostopshowi ng
exaggeratedquali
ti
es.

4NSISTONCASHMEMO: -Tofi
leacomplai
ntheconsumerneedsthe
evi
denceofpur
chase,
ndcashmemoistheprooft
hatconsumerhaspai
dfor
thegood

5CAUTIOUSCONSUMER; -Theconsumershouldnotbli
ndlybeleveont
he
wordsofsel
ler
.Hemustinsistongeeti
ngful
linf
ormat
ionont he
qual
it
y, quant
it
y,qut
il
i
ty, pr
iceect
.ofgoodsorservi
ces.

6Respectt
heenvi
ronment
,avoi
dwast
eli
tt
eri
ngandcont
ri
but
iont
opol
l
uti
on.

7Di
scouragebl
ackmar
ket
ing,
hoar
dingandchooseonl
ylegalgoodsand
ser
vices.
7 Beawar
eofvar
it
yofgoodsandser
vicesavai
l
abl
einmar
ket
.

THREETI
ERCONSUMERGRI EVANCESMACHI
NERY
UNDERTHECONSUMER PROTECTIOACT
DISTRICTDORUM: -Distri
ctf orum consi stsofapresidentandtwoot her
member s.Thepr esi
dentcanbear etir
edorwor ki
ngjudgeofDi st
rictcourt.
Theyar eappoi ntedbyst ategover nment .Thecompl aint
sforgoodsor
servi
ceswor thRs.20l akhsorl esscanbef i
l
ledinthi
sagency.Theagency
sentsthegoodsf ortestingi nlabor atoryi
frequir
edandgi vesdecisionson
thebasisoff actsandl abor atoryr eport.I
ftheaggri
evedi snotsat
isfiedby
thejur
isdict
ionoft hedi str
ictf orum thent heycanfi
leanappealagai nstt
he
j
udgementi nSt atecommi ssi onwi t
hin30daysbydeposi ti
ng25000or50%
ofpenaltyamountwhi cheveri sless.

2SATECOMMI SSION: -Itconsistofapresidentandt woot hermember s.

Thepr esi
dentmustbear eti
edorwor ki
ngjudgeofhi ghcourt.Theyallar
e
appointedbySt ategovernment. t
hecomplaint sf
orthegoodswor thmore
than20l akhsandl essthan1cr or
ecanbef i
ledinStatecommi ssi
onon
recevi
ngcompl ainttheSt atecommi ssi
oncont ractsthepartyagainstwhom
thecompl ainti
sfil
edandsendt hegoodsfort esti
nginlaboratoryi
f
requir
ed.Incasetheaggr ievedpar t
yisnotsat i
sfi
edwi t
hthej udgementthen
theycanf i
leanappl eali
nnat ionalcommissionwi t
hin30daysbydeposi t
ing
Rs.35000or50% ofpenal it
yamountwi cheveri sless.

3NATI ONALCOMMI SSI

ON: -Thecommi ssionconsi
stsofapr esidentand
fourmember soneofwhom shal lbeawoman.Theyar eappointedbycent ral
Government .Thecompl aintcanbef i
ledinNat i
onalcommi ssi
oni ft
hevalue
ofgoodsexceedRs.1cr ore.Onrecevingt hecomplainttheNational
commi ssi
oni nfor
mst hepar t
yagainstwhom compl ainti
sf i
l
edandsendst he
goodsf ort
est i
ngifr
equiredandgi vesjudgement .I
fpartyisnotsatisf
ied
witht
hej udgementt hentheycanf il
eacompl ai
ninSupr emecour twithi
n30
days.
 SAMPLEPAPERSFORXI
ICOMMERCE

SUBJECTBUSI
NESSSTUDI
ES.

M.
T3Hour
s M.
M 100

Gener
alI
nst
ruct
ion;

Aanswert
oquest
ionscar
ryi
ng 1mar
kmaybef
rom onewor
dtoonesent
ence.

Banswert
oquest
ionscar
ryi
ng3mar
ksmaybef
rom 50-
75wor
ds.

CAnswert
oquest
ionscar
ryi
ng4-
5mar
ksmaybeabout150wor
ds.

DAnswert
oquest
ionscar
ryi
ng6mar
ksmaybeabout200wor
ds.

EAt
temptal
lpar
tsoft
hequest
iont
oget
her
.

1Whati
smeantbyconsumerpr
otect
ion? 1

2Gi
veanyt
wopoi
ntsofr
emedi
esavai
l
abl
etoconsumer
sunderconsumerpr
otect
ion
Act
.1

3st
ateanyt
wopoi
ntsofr
esponsi
bil
i
ti
esofaconsumer
. 1

4Whi chconsumerr
ightgivesthebusi
nessf
ir
msf
reedom t
osetupt
hei
rown
consumerservi
ceandgrievancecel
l.
1

5Est
abl
i
shi
ngconsumerser
vicecel
li
stheexampl
eofwhi
chconsumerr
ight
? 1

6Expl
ai
nthei
mpor
tanceofconsumerpr
otect
ionf
rom t
hepoi
ntofvi
ewofbusi
ness.
3

7ensurethevari
ousactspassedbyt
heGover
nmentofI
ndi
awhi
chhel
pinpr
otect
ion
ofconsumer
sinter
est
s.
3

8whatar
ether
esponsi
bil
i
ti
esofaconsumer
? 3
9Whocanf
il
eacomppai
nti
naconsumercour
t?
3

10Whatki
ndofcasescanbef
il
edi
nSt
atecommi
ssi
on?
3

11Whati
sadmi
nist
rar
ivecont
rolofnat
ionalcommi
ssi
on? 4

12Expl
ai
nthei
mpor
tanceofconsumerpr
otect
ionf
rom t
hepoi
ntvi
ewofabusi
ness.
4

13whatar
ethesal
i
ntf
eat
uresofconsumerpr
otect
ionact
? 4

14Whati
slegalpr
otect
iont
oconsumer
s?
4

15Gi
vet
hesi
xri
ghtsofconsumer
?
5

16Ashopkeepersoldyousomespices,cl
ai
mi ngthatt
hosewerepure.Lat
era
l
aborator
ytestshowedthatt
hosewereadult
ered.Whatprecaut
ionsshoul
dyouhave
takenbefor
ebuyingandwhatremedi
esareavail
abletoyoufort
hewr ongact
.?
5

17Expl
ai
n,i
nbr
ief
anysi
xreasonsast
owhyconsumerpr
otect
ioni
sneeded i
nindi
a?
5

18expl
ai
nanyf
ourwaysandmeansofconsumerpr
otect
ionf
oll
owedi
nindi
a.
5

19Expl
ai
ntherol
eofconsumeror
gani
sat
ionsandNGOsi
npr
otect
ingandpr
ompt
ing
consumer
si
nter
est
.
5

20Expl
ai
ntheconsumerpr
otect
ioncounci
l
s. 5

21Expl
ai
nDi
str
ictf
orum r
elat
ingt
oconsumerdi
sput
esRedr
essalagenct
. 6

22Isawaadver ti
sementint
henewspaperregar
dingadomestici
ronandorder
edf
or
thepurchaseofthesametotheshopkeper
.Whatwillbemyresponsi
bil
i
ti
esasa
customersothatIshoul
dnotbeexploi
tedbytheshopkeeper
?Stateanysuch
responsi
bil
i
ti
es. 6

23sandeeppur
chaseadi
eselcarf
orRs.7l
acsf
rom anaut
omobi
l
escompanyand
founditsengi
nedef ect
ive.
Despit
emanycomplai
ntst
hedefectasnotrecif
ied.Suggest
tohimt heappropr
iateauthor
it
ywerehecoul
df i
l
eacomplaintunderconsumer
protect
ionact. 6

24Whatarethevar
iouswaysi
nwhichtheobject
ivesofconsumerpr
otect
ioncanbe
achi
eved.Expl
ai
ntherol
eofconsumerorgani
sat
ions. 6

25Whatisredr
essalmechani
sm avai
l
abl
etoconsumer
sundert
heconsumer
pr
otect
ionAct,
1986.
6

SAMPLEPAPERSFORXI
ICOMMERCE

SUBJECTBUSI
NESSSTUDI
ES.

M.
T3Hour
s M.
M 100

Gener
alI
nst
ruct
ion;

Aanswert
oquest
ionscar
ryi
ng 1mar
kmaybef
rom onewor
dtoonesent
ence.

Banswert
oquest
ionscar
ryi
ng3mar
ksmaybef
rom 50-
75wor
ds.

CAnswert
oquest
ionscar
ryi
ng4-
5mar
ksmaybeabout150wor
ds.

DAnswert
oquest
ionscar
ryi
ng6mar
ksmaybeabout200wor
ds.

EAt
temptal
lpar
tsoft
hequest
iont
oget
her
.

1Whoi
sconsumer
?
1
2whenorunderwhatci
rcumst
ancest
hecompl
ai
ntscanbef
il
ed?
1

3whoandbef
il
eacompl
ai
nt? 1

4Canaconsumerf
il
eacompl
ai
nti
nconsumercour
twi
thouthavi
ngt
hecashmemo?
1

5Namet
woconsumerr
ightdef
inedUNO?
1

6Expl
ai
ntheneedofconsumerpr
otect
ion.
3

7Descr
ibebr
ief
lyt
hef
eat
uresofst
atecommi
ssi
on
3

8Li
stvar
iousr
eli
efsavai
l
abl
etoconsumeronhi
scompl
ai
nts.
3

9Expl
ai
nther
ollofpr
essi
nconsumerpr
otect
ion.
3

10Whi
cht
ypeofcompl
ai
ntscanl
odgedbyt
heconsumer
?
3

11Expl
ai
nthef
eat
uresofnat
ionalcommi
ssi
on. 4

12expl
ai
nther
oleofuni
ver
sit
iesandschool
sinconsumerpr
otect
ion.
4

13Whyi
sconsumerpr
otect
ionr
equi
redi
nIndi
a?
4

14Whatar
ethesal
i
entf
eat
uresofconsumerpr
otect
ionAct
?
4

15Expl
ai
nther
esponsi
bil
i
ti
esofconsumer
s. 5

16Enumeratethevar
iousactspassedbyt
hegover
nmentofI
ndi
a whi
chhel
psi
n
pr
otect
ionofconsumerint
erest
.
5

17Whatar
ether
ight
sofconsumer
? 5
18Raji
v,aconsumerpur
chasedmedicineswithoutnot
ici
ngthedateofexpi
ry.Healso
didobtai
nthecashmemo.Doyout hinkhewillbeabletoprot
ecthimsel
fbytheloss
causedduet oexpi
redmedici
ne?Givereasonstosupportyouranswer.
5

19Expl
aintheredr
essalmechani
sm avai
l
abl
etoconsumerundert
heconsumer
pr
otect
ionact1986?
5

20 Bhavanwhowasaveget ari
anwenttosnackbarforhavingFremchf i
resandlat
er
foundoutithadnonveget ar
iancontent
.Neit
hertheadvert
isementnorthepackingof
theproductdispl
acedthattheproducthasnonvegetar
iancontent.
wil
lBhawanbe
abletoclai
m compensati
onwhi chri
ghtoftheconsumerisviol
ate?
5

21Expl
ai
ntheconsumerpr
otect
ioncounci
l
s.? 6

22Isawaadver ti
sementint
henewspaperregar
dingadomestici
ronandorder
edf
or
thepurchaseofthesametotheshopkeper
.Whatwillbemyresponsi
bil
i
ti
esasa
customersothatIshoul
dnotbeexploi
tedbytheshopkeeper
?Stateanysuch
responsi
bil
i
ti
es. 6

23Eexpl
ai
nanyf
ourwaysandmeansofconsumerpr
otect
ionf
oll
owedi
nindi
a.
6

24Expl
ai
nther
oleofconsumeror
gani
sat
ionsandNGOsi
npr
otect
ingandpr
ompt
ing
6

25Ashopkeepersoldyousomespices,clai
mingthatt
hosewerepure.Lat
era
l
aborator
ytestshowedthatt
hosewer eadult
ered.Whatpr
ecaut
ionsshoul
dyouhave
takenbefor
ebuyingandwhatremediesareavail
ablet
oyouforthewrongact
.?
6

SAMPLEPAPERSFORXI
ICOMMERCE
 SUBJECTBUSI
NESSSTUDI
ES.

M.
T3Hour
s M.
M 100

Gener
alI
nst
ruct
ion;

Aanswert
oquest
ionscar
ryi
ng 1mar
kmaybef
rom onewor
dtoonesent
ence.

Banswert
oquest
ionscar
ryi
ng3mar
ksmaybef
rom 50-
75wor
ds.

CAnswert
oquest
ionscar
ryi
ng4-
5mar
ksmaybeabout150wor
ds.

DAnswert
oquest
ionscar
ryi
ng6mar
ksmaybeabout200wor
ds.

EAt
temptal
lpar
tsoft
hequest
iont
oget
her
.

1Ri
ghtt
heconsumereducat
ion? 1

2namet
hemi
nist
rywhi
chi
ntr
oducedecomar
k?
1

3Whatcan ser
veasapr
oofofpur
chasemadef
orf
il
l
ingacompl
ai
ntagai
nstdef
ect
ive
good.
1

4whenorunderwhatci
rcumst
ancest
hecompl
ai
ntscanbef
il
ed? 1

5whoandbef
il
eacompl
ai
nt? 1

6Li
stvar
iousr
eli
efsavai
l
abl
etoconsumeronhi
scompl
ai
nts.
3

7Expl
ai
nther
ollofpr
essi
nconsumerpr
otect
ion.
3

8Whi
cht
ypeofcompl
ai
ntscanl
odgedbyt
heconsumer
?
3

9Whocanf
il
eacompl
ai
nti
naconsumercour
t?
3

10Whatki
ndofcasescanbef
il
edi
nSt
atecommi
ssi
on?
3

11Whyi
sconsumerpr
otect
ionr
equi
redi
nIndi
a?
4

12Whatar
ethesal
i
entf
eat
uresofconsumerpr
otect
ionAct
?
4

13Whati
sadmi
nist
rat
ivecont
rolofnat
ionalcommi
ssi
on? 4

14Expl
ai
nthei
mpor
tanceofconsumerpr
otect
ionf
rom t
hepoi
ntvi
ewsofaBusi
ness.
4

15Raji
v,aconsumerpur
chasedmedicineswithoutnoti
ci
ngt hedateofexpir
y.Healso
didobtai
nthecashmemo.Doyout hinkhewi llbeabletoprotecthi
mselfbythel
oss
causedduet oexpi
redmedici
ne?Gi
ver easonst osupportyouranswer
.
5

16Expl
aintheredr
essedmechani
sm avai
l
abl
etoconsumerundert
heconsumer
pr
otect
ionact1986?
5

17 Bhavanwhowasaveget ari
anwenttosnackbarforhavingFrenchfir
esandlat
er
foundoutithadnonveget ar
iancontent
.Neit
hertheadvert
isementnorthepacki
ngof
theproductdispl
acedthattheproducthasnonvegetar
iancontent.wi
llBhawanbe
abletoclai
m compensati
onwhi chri
ghtoftheconsumerisviol
ate?
5

18Expl
ai
ntherol
eofconsumeror
gani
zat
ionsandNGOsi
npr
otect
ingandpr
ompt
ing
consumer
si
nter
est
.
5

19Expl
ai
ntheconsumerpr
otect
ioncounci
l
s. 5

20Expl
ai
ntheconsumerpr
otect
ioncounci
l
s.? 5

21Expl
ai
nther
oleofconsumeror
gani
sat
ionsandNGOsi
npr
otect
ingandpr
ompt
ing
6

22Whatarethevar
iouswaysi
nwhichtheobject
ivesofconsumerpr
otect
ioncanbe
achi
eved.Expl
ai
ntherol
eofconsumerorgani
sat
ions. 6

23Whatisredr
essalmechani
sm avai
l
abl
etoconsumer
sundert
heconsumer
pr
otect
ionAct,
1986.
6
24sandeeppurchaseadi eselcarforRs.7l
acsfrom anaut
omobi l
escompanyand
founditsengi
nedef ect
ive.Despit
emanycompl ai
ntsthedefectasnotrecif
ied.Suggest
tohimt heappropr
iateaut hor
it
ywer ehecoul
df i
l
eacompl aintunderconsumer
protect
ionact. 6

25Isawaadver ti
sementint
henewspaperregar
dingadomestici
ronandorder
edfor
thepurchaseofthesametotheshopkeeper
.Whatwillbemyresponsi
bil
i
ti
esasa
customersothatIshoul
dnotbeexploi
tedbytheshopkeeper
?Stateanysuch
responsi
bil
i
ti
es. 6

QUESTI
ONBANK FORXI
ICOMMERCE

SUBJECTBUSI
NESSSTUDI
ES.

M.
T3Hour
s M.
M 100

Gener
alI
nst
ruct
ion;

Aanswert
oquest
ionscar
ryi
ng 1mar
kmaybef
rom onewor
dtoonesent
ence.

Banswert
oquest
ionscar
ryi
ng3mar
ksmaybef
rom 50-
75wor
ds.

CAnswert
oquest
ionscar
ryi
ng4-
5mar
ksmaybeabout150wor
ds.

DAnswert
oquest
ionscar
ryi
ng6mar
ksmaybeabout200wor
ds.

EAt
temptal
lpar
tsoft
hequest
iont
oget
her
.

1Whati
smeantbyconsumerpr
otect
ion?
1

2Gi
veanyt
wopoi
ntsofr
emedi
esavai
l
abl
etoconsumer
sunderconsumerpr
otect
ion
Act
.1

3st
ateanyt
wopoi
ntsofr
esponsi
bil
i
ti
esofaconsumer
.
1
4Whoi
sconsumer
?
1

5whenorunderwhatci
rcumst
ancest
hecompl
ai
ntscanbef
il
ed? 1

6whoandbef
il
eacompl
ai
nt? 1

7Whi chconsumerr
ightgivesthebusi
nessf
ir
msf
reedom t
osetupt
hei
rown
consumerservi
ceandgrievancecel
l.
1

8Est
abl
i
shi
ngconsumerser
vicecel
li
stheexampl
eofwhi
chconsumerr
ight
?
1

9Ri
ghtt
heconsumereducat
ion? 1

10Namet
hemi
nist
rywhi
chi
ntr
oducedecomar
k?
1

11Expl
ai
ntheneedofconsumerpr
otect
ion. 3

12Descr
ibebr
ief
lyt
hef
eat
uresofst
atecommi
ssi
on 3

13Expl
ai
nthei
mpor
tanceofconsumerpr
otect
ionf
rom t
hepoi
ntofvi
ewofbusi
ness.
3

14Eensuret
hevariousact
spassedbyt
heGover
nmentofI
ndi
awhi
chhel
pin
pr
otect
ionofconsumer
sinter
est
s.
3

15whatar
ether
esponsi
bil
i
ti
esofaconsumer
?
3

16Whati
sadmi
nist
rar
ivecont
rolofnat
ionalcommi
ssi
on? 4

17Expl
ai
nthei
mpor
tanceofconsumerpr
otect
ionf
rom t
hepoi
ntvi
ewofabusi
ness.
4

18whatar
ethesal
i
ntf
eat
uresofconsumerpr
otect
ionact
? 4

19Whyi
sconsumerpr
otect
ionr
equi
redi
nIndi
a?
4

20Whati
slegalpr
otect
iont
oconsumer
s?
4
21Gi
vet
hesi
xri
ghtsofconsumer
?
5

22Ashopkeepersoldyousomespices,cl
ai
mi ngthatt
hosewerepure.Lat
era
l
aborator
ytestshowedthatt
hosewereadult
ered.Whatprecaut
ionsshoul
dyouhave
takenbefor
ebuyingandwhatremedi
esareavail
abletoyoufort
hewr ongact
.?
5

23Expl
ai
n,i
nbr
iefanysi
xreasonsast
owhyconsumerpr
otect
ioni
sneeded i
nIndi
a?
5

24Expl
ai
nther
oleofconsumeror
gani
sat
ionsandNGOsi
npr
otect
ingandpr
ompt
ing
5

25sandeeppurchaseadi eselcarforRs.7l
acsfrom anaut
omobi l
escompanyand
founditsengi
nedef ect
ive.Despit
emanycompl ai
ntsthedefectasnotrecif
ied.Suggest
tohimt heappropr
iateaut hor
it
ywer ehecoul
df i
l
eacompl aintunderconsumer
protect
ionact. 5

26Expl
aintheredr
essedmechani
sm avai
l
abl
etoconsumerundert
heconsumer
pr
otect
ionact1986?
6

27Isawaadver ti
sementint
henewspaperregar
dingadomestici
ronandorder
edfor
thepurchaseofthesametotheshopkeeper
.Whatwillbemyresponsi
bil
i
ti
esasa
customersothatIshoul
dnotbeexploi
tedbytheshopkeeper
?Stateanysuch
responsi
bil
i
ti
es. 6

28 Bhavanwhowasaveget ari
anwenttosnackbarforhavingFrenchfir
esandlat
er
foundoutithadnonveget ar
iancontent
.Neit
hertheadvert
isementnorthepacki
ngof
theproductdispl
acedthattheproducthasnonvegetar
iancontent.wi
llBhawanbe
abletoclai
m compensati
onwhi chri
ghtoftheconsumerisviol
ate?
6

29Expl
ai
nther
esponsi
bil
i
ti
esofconsumert
osaf
eguar
dhi
sint
erest
.
6

30Enumerat
ethevari
ousact
spassedbyt
hegover
nmentofi
ndi
awhi
chhel
psi
n
prot
ect
ionofconsumeri
nter
est
.
 REMEDI
ALMATERI
AL

CONSUMERRI
GHTS:
--

Alt
houghbusinessmani sawareofhissoci
alr
esponsibi
li
ti
eseventhen
wecomeacr ossmanycasesofconsumerexpl oi
tati
on.Thatwhy
gover
nmentofI ndi
aprovidedfol
l
owingri
ghtst
oal lt
heconsumersunder
theconsumerpr ot
ect
ionact:
-

1Righttosaf
ety:-Accor
dingtothi
srighttheconsumer
shaver i
ghtt
obe
prot
ectedagai
nstthemarket
ingofgoodsandser vi
ceswhichare
hazar
doustoli
feandpropert
y.Thisr
ightisimport
antf
orsafeandsecur
e
l
if
e.

2Rightt
oinf
ormat
ion:
-Accor
dingtothi
sri
ghtt
heconsumerhasr
ightt
o
geti
nfor
mati
onaboutthequal
it
y,quant
it
y,pur
it
yst
andardandpi
eceof
goodsor

Ser
vices.
Theproducermustsuppl
yal
lther
elevanti
nfor
mat
ionata
sui
tabl
epl
ace.

3Rightt
ochoice.Accordingt othi
srightveryconsumerhasri
ghttochoose
thegoodsorservi
cesofhi sorherlikings.Thesuppl
ier
sshoul
dnotforcethe
customert
obuyapar t
icularbrandonl y.Consumershoul
dbefreetochoose
themostsuit
ableproductf r
om hispoi ntofvi
ew.

4Righttoconsumereducat
ion.Accor
dingtothisri
ghti
tist
herightof
consumertoacquireknowl
edgeandskil
ltobeinformedtocustomer.i
tis
easierf
orli
ter
ateconsumer
stoknowtheirri
ghtsandtakeacti
ons.

5Righttoseekredressal:
-AccordingtothisrightTheconsumerhast he
ri
ghtgetcompensat ionorseekredressalagainstunf
airt
radepract
icesor
anyotherexploi
tat
ion.Thi
srightassuresjust
icetoconsumeragainst
exploi
tat
ion.

6Rightothear
d/Rightt
or epr
esentati
on:
-Accor
dingt
othi
sr i
ghtthe
consumerhasther i
ghttorepresenthi
msel
fort
obeheardorrightt
o
advocatehisi
nter
est.I
ncaseaconsumerhasbeenexploit
edorhasany
compl
ai
ntagai
nstt
hepr
oductorser
vicet
henhehast
her
ightt
obehear
d.

CONSUMERRESPONSI
BILI
TIES:
-
Variouseffor
tshavebeenmadebygover nemntornongover nment
organisat
ionstoprot
ectthei
nter
estofconsumerbutexpl oi
tati
onof
consumerwi llst
oponlywhenconsumerwi l
lcomef arwardt
osaf eguar
dhis
owni nter
est.Consumerhavetobearsomer esponsibi
li
ti
eswhicharegiven
below:-

1CONSUMERMUSTEXERCI SEHI SRI GHT:

-Underconsumerpr
otect
ion
acttheconsumerisgrant
edvriousrightst
heconsumermustsel
ectthe
productaccor
dingtohispref
erence,hemustbeawareofhisri
ghtsand
exerci
sethem wheneverr
equired.

2CONSUMERMUSTBEQUALI TYCONSCI OUS:-Theproblemsofsuppl

yof
substandardgoods,adul
ter
edproductsanddupl
icat
eproductscanbe
solvedonlywhenconsumerhimselfst
opscompromisi
ngthequali
tyof
product.

3DONOTCARRI EDAWAYBYADVERTI SEMENTS: -Theadverti

sementoften
exaggeratethequali
ti
esorfeat
uresofproductorservice.Theconsumer
mustcompar et
heactualuseofproductwit
ht heuseshowni n
advert
isementandwhenevert hereisanydif
ferenceitmustbebr oughtt
o
thenoticeofsponsororadvert
isementandinsistt
ostopshowi ng
exaggeratedquali
ti
es.

4NSISTONCASHMEMO: -Tofi
leacomplai
ntheconsumerneedsthe
evi
denceofpur
chase,
ndcashmemoistheprooft
hatconsumerhaspai
dfor
thegood

5CAUTIOUSCONSUMER; -Theconsumershouldnotbli
ndlybeleveont
he
wordsofsel
ler
.Hemustinsistongeeti
ngful
linf
ormat
ionont he
qual
it
y, quant
it
y,qut
il
i
ty, pr
iceect
.ofgoodsorservi
ces.

6Respectt
heenvi
ronment
,avoi
dwast
eli
tt
eri
ngandcont
ri
but
iont
opol
l
uti
on.
 7Di
scouragebl
ackmar
ket
ing,
hoar
dingandchooseonl
ylegalgoodsand
ser
vices.

8 Beawar
eofvar
it
yofgoodsandser
vicesavai
l
abl
einmar
ket
.

I
MPORTANCEOFCONSUMERPROTECTI
ON

I
MPORTANCEOFCOMSUMERPROTECTI
ONACT

I
MPORTANCEFROM CONSUMER
SPOI
NTOFVI
EW;
-

1CONSUMERI GNORANCE. :-consumerprot

ecti
onprovideinfor
mat i
ont othe
i
gnorantcust
omer sregardingrightsandremedi
esavail
abletothem.I tspreads
awarenesssothatconsumercanknowaboutt hevari
ousredressalagencieswhere
theycanapproachtoprotecttheiri
nter
est
s.

2UNORGANI SEDCONSUMERS : -I
ndevel
opi
ngcount
ri
esli
keIndia,
consumers
ar
enotorgani
sed.Theyar ever
yfewconsumer
sorgani
sat
ionwhichar
ewor ki
ngto
pr
otectt
heint
erestofconsumer.

3EXPLOITATI
ONOFCONSUMERS: -Nowadaysconsumeri sthekingpinof
marketbutt
henalsother
eislotofexpl
oit
ati
onofconsumerasbusinessmen
usevari
ousunfai
rtr
adepract
icest
ocheatandexploi
tconsumers.

I
MPORTANCEOFCONSUMERPROTECTI
ONFROM BUSI
NESSMEN
SPOI
NT
OVVI
EW;

1SOCI ALRESPONSIBILITES:
-Abusinessmanhassocialobli
gati
ontowar
ds
vari
ousgroupsandcustomerisoneoftheimport
antgr
oups.I ti
sthe
responsi
bil
i
ti
esofbusi
nessmantoprovidequal
it
ygoodsatr easonabl
epri
ce.

2MORALJUSTI FI
CATI
ON:-Et
hicswaspar tofpr
ofessi
ononl
ybuttodayet
hics
i
splayi
ngveryi
mport
antr
olei
nbusi nessal
so.Moralval
uepr
act
isedbythe
busi
nessmenaddsgl
oryt
obusinessmen.
ENRI
CHMENTMATERI
AL:
-

LEGALPROTECTI
ONTOCONSUMER
1THECONSUMERPROTECTI ONACT1986: -Enact
mentofconsumer
protecti
onact1986wasoneoft hemosti mport
antstepstakentopr
otect
theinterestofconsumer.Theprovisi
onofactcameintoforcefr
om
July1,1987.Themai nf
eaturesofthisActar
e;

1Thi
sacthaspr
ovi
devar
iousr
ightandr
esponsi
bil
i
ti
est
oconsumer
s.

2Itprovi
dessaf
eguardt
oconsumersagainstt
hedef
ect
ivegoods,def
ici
ent
s,
ser
vices,andot
herfr
om t
heor
yofexploi
tati
on.

2THECONTRACTACT1982.Thi sacti
sfor
medt obindpeopleonthei
r
promisesmadeinacontr
act.Theactal
soprovi
desremediesavai
l
ableto
part
iesincaseofbr
eachofcontr
act.

3THESALEOFGOODSACT1930.Thi sactpr
ovi
dessafeguardandrel
ieft
o
consumersi
ncasegoodsar
enotcompl
yi
ngwit
htheexpressedcondit
ions
andwarrant
y.

3THETRADEMARKACT1999: -Thi
sactpr
eventst
heuseoffr
audul
ent
marksonproduct
s.Thi
sacti
sintr
oducedi
nplaceoft
radeandmerchandi
se
markact1958.

4THEPREVENTI ONOFFOODADULTERATI ONACT1954: -Thisacti

s
for
medtocheckadult
erat
ionoff
oodarti
clesandensur
etheirpuri
tysothat
heal
thofgener
alpubl
i
ccanbemai nt
ained.

5THECOMPETI ONACT2002; -Thi

sacti
srel
atedtomonopoli
esand
rest
ri
cti
vetr
adepr
act
icesact
1969.Thi
sacti
sformedtoencour
ageheal
thy
completi
on

7 THESTANDARDOFWEI GHTANDMEASURESACT1976; -Thi

sact
provi
desthepr
otect
iontoconsumer sagai
nstmal
pract
icesofunder
weight
,undermeasure.Thi
sprovi
sionofthi
sacti
sapplicableont
hose
goodswhicharesol
dbyt heweightandmeasures.
 R0LEOFCONAUMER ORGANI
SATI
ONS:
-
R0LEOFCONAUMER ORGANI SATI
ONS: -Ther
e areabout500
consumerassociat
ionswhuichareworkingi
nthefi
eldofconsuer
prot
ecti
on.Theseor gani
sat
ionsar
eperformi
ngvari
ousfunct
ionsto
prot
ecttheint
erestofconsumerandspreadawarenessamongt he
consumers.

ROLEOFTHEPRESS: -Apartfr
om publi
shi
ngar
ti
cl
es,col
umnsect.
Newspaper
shavetr
iedtoprovideprot
ecti
onst
oharassedconsumer
sby
i
ncl
udingaconsumerpomplaintcol
umn.

ROLEOFUNI VERSITIESAND: - t
heschool
sandcollegescanplaysa
veryimpor
tantrolebymaki ngtstudent
sawareofconsumer i
sm.Indi
ra
GandhiNationalOpenUni versi
ty(
IGNOU)hasdevelopedacompl ete
syl
labuswhichprovidesthebasi cfr
ameworkforot
heruniversi
ti
esto
chalkoutt
hecur ri
culum ofconsumereducati
on.

THREETI
ERCONSUMERGRI EVANCESMACHI
NERY
UNDERTHECONSUMER PROTECTIOACT
DISTRICTDORUM: -Distri
ctf orum consistsofapresidentandtwoot her
member s.Thepr esi
dentcanbear eti
redorwor ki
ngjudgeofDi st
rictcourt.
Theyar eappoint
edbyst ategover nment .Thecompl aint
sforgoodsor
servi
ceswor t
hRs.20l akhsorl esscanbef i
l
ledinthi
sagency.Theagency
sentsthegoodsf ortestingi nlaborat
or yi
frequir
edandgi vesdecisionson
thebasisoffactsandl abor atoryreport.I
ftheaggri
evedi snotsat
isfiedby
thejur
isdi
cti
onoft hedi str
ictforum thent heycanfi
leanappealagai nstt
he
 j
udgementinStat
ecommissi
onwithi
n30daysbydeposi
ti
ng25000or50%
ofpenal
tyamountwhi
cheveri
sless.

2SATECOMMI SSION: -Itconsistofapresidentandt woot hermember s.

Thepr esi
dentmustbear eti
edorwor ki
ngjudgeofhi ghcourt.Theyallar
e
appointedbySt ategovernment. t
hecomplaint sf
orthegoodswor thmore
than20l akhsandl essthan1cr or
ecanbef i
ledinStatecommi ssi
onon
recevi
ngcompl ainttheSt atecommi ssi
oncont ractsthepartyagainstwhom
thecompl ainti
sfil
edandsendt hegoodsfort esti
nginlaboratoryi
f
requir
ed.Incasetheaggr ievedpar t
yisnotsat i
sfi
edwi t
hthej udgementthen
theycanf i
leanappl eali
nnat ionalcommissionwi t
hin30daysbydeposi t
ing
Rs.35000or50% ofpenal it
yamountwi cheveri sless.

4 NATI
ONALCOMMI
SSI
ON:
-Thecommi
ssi
onconsi
stsofapr
esi
dentandf
our
member soneofwhom shallbeawoman.Theyar eappointedbycent r
al
Government.Thecomplai
ntcanbef i
ledinNationalcommissi
oni fthevalueof
goodsexceedRs.1cr or
e.Onr ecevi
ngthecompl aintt
heNationalcommi ssi
on
i
nformsthepartyagai
nstwhom compl ai
ntisf
il
edandsendst hegoodsf or
test
ingi
frequir
edandgivesjudgement.Ifpar
tyisnotsati
sfi
edwi ththe
j
udgementt hentheycanfi
l
eacompl aininSupremecour twit
hin30days.

TEACHI
NGSTRATEGI
ES

Fol
l
owi
ngar
ethesomet
eachi
ngst
rat
egi
es:

1Pr
ovi
dingf
orf
acet
ofacei
nter
act
ion

2providi
ngasmanysi
mpl
eexampl
esaspossi
blet
oexpl
ai
nthe
concept

3pr
omot
ingact
ivei
nvol
vementoft
hest
udent

4obser
vingstudent
sr
esponsetoprobi
ngquest
ionsaswel
las
hi
sbehaviort
oensurecont
inuousl
earni
ng.

5Givi
ngassignmentont
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