Chapter consumer-protection: Consumer Protection Application Questions | business studies Class 12 CBSE

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Chapter consumer-protection: Consumer Protection Application Questions | business studies Class 12 CBSE | ByteNotes.in

Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 1

Applied Concept

Riya purchased a branded juicer online. When she received it, the device did not work. The company refused to replace or refund it. Which consumer right has been violated, and what action can Riya take under the Consumer Protection Act 2019?

The Right to Seek Redressal has been violated. Riya is entitled to relief against the seller's failure to provide a functional product, as the juicer constitutes a defective good under the Consumer Protection Act 2019.
Riya can file a written complaint before the District Commission since the value likely does not exceed fifty lakh rupees. She should include the invoice (cash memo), product details, and the company's refusal as evidence.
The District Commission, if satisfied, can order removal of the defect, replacement of the product with a new defect-free unit, or a full refund of the price paid, in addition to compensation for any loss or inconvenience suffered.

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Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 2

Applied Concept

A food processing company advertises that its packaged fruit juice contains 100% natural fruit with no added sugar. However, the product contains significant amounts of sugar syrup and artificial flavouring. Identify the malpractice and the consumer right being violated.

This is a case of a misleading advertisement — the company is falsely claiming superior quality, grade, or standard when the actual product does not match the claim. This also constitutes an unfair trade practice as defined under the Consumer Protection Act 2019.
The Right to be Informed is being violated: consumers are entitled to complete and accurate information about the product including its ingredients and composition, but the company is misrepresenting the product's contents through its advertising.
Consumers can file a complaint before the appropriate consumer commission, and the CCPA (Central Consumer Protection Authority) can also take action against the company for misleading advertisements that are prejudicial to consumer interests.

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Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 3

Applied Concept

Suresh bought a pressure cooker from a local shop. The cooker burst after a few uses due to a manufacturing defect, causing him minor burns. Identify the rights violated and the relief Suresh can seek.

The Right to Safety has been violated: Suresh was exposed to a product that was hazardous to life and health due to a manufacturing defect, which is precisely the risk this right seeks to protect consumers against.
The Right to Seek Redressal is also relevant: Suresh can file a complaint before the District Commission (value likely under fifty lakh rupees) citing both the defect in the goods and the physical injury caused.
Under product liability provisions of the Consumer Protection Act 2019, the manufacturer is responsible to compensate Suresh for the harm caused. The court can order replacement of the product, compensation for physical injury, and may also award punitive damages.

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Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 4

Applied Concept

Meena wants to buy gold jewellery for her daughter's wedding. How should she exercise her responsibilities as a consumer to ensure she gets genuine and quality jewellery?

Meena should look for the Hallmark certification on the jewellery, which assures the purity of gold as certified by the Bureau of Indian Standards. Buying only Hallmarked jewellery is a key consumer responsibility of purchasing standardised goods.
She should read the label and check for details such as the karat value (purity), making weight, making charges, and the date of hallmarking. She should also ask the jeweller to provide a detailed bill (cash memo) as documentary proof of the purchase.
Meena should also assert herself to ensure she gets a fair deal — verify the weight using calibrated scales, compare prices across different jewellers, and be aware of the prevailing gold rate to avoid overcharging, exercising the right to choose.

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Application Question

Hard difficulty • Concept in a practical situation

Hard

Question 5

Applied Concept

Rahul filed a complaint against a car manufacturer claiming the car's braking system was defective. The manufacturer argued the complaint should not be entertained as Rahul bought the car for his taxi business. Analyse whether the complaint is maintainable.

The complaint is not maintainable under the Consumer Protection Act 2019 if Rahul purchased the car exclusively for commercial use (as a taxi), because the Act specifically excludes from its definition of 'consumer' any person who buys goods or avails services for resale or commercial purposes.
However, if Rahul also uses the car personally and not solely for the taxi business, the situation may be different. The Act includes users who use goods with the approval of the buyer; commercial exclusion applies strictly when the purpose is purely commercial.
This case illustrates the importance of understanding the legal definition of a 'consumer' under the CPA 2019: protection is intended for end consumers and not those using products as business inputs, maintaining a clear boundary of the Act's scope.

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Application Question

Hard difficulty • Concept in a practical situation

Hard

Question 6

Applied Concept

A pharmaceutical company's medicine caused adverse side effects not mentioned on the label. With reference to consumer rights, explain what rights the affected consumers can invoke.

The Right to be Informed is violated: consumers are entitled to complete information about a product including its ingredients and potential side effects; the company's failure to disclose known side effects on the label deprives consumers of critical information needed for safe use.
The Right to Safety is also violated: consumers have the right to be protected against products hazardous to life and health. A medicine with undisclosed adverse effects constitutes a product that endangers health and property.
Under product liability, the pharmaceutical company is responsible to compensate consumers for harm caused. Consumers can file complaints before the appropriate consumer commission, and the CCPA can take action including ordering withdrawal of the product and cessation of its manufacture.

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Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 7

Applied Concept

An FSSAI proposal requires hotels and food outlets to declare the type of oil/fat used in cooking each food item on their menus. Name and explain the consumer right being reinforced by this proposal.

The consumer right being reinforced is the Right to be Informed: consumers are entitled to complete information about the goods and services they intend to consume, including the ingredients and composition of food prepared for them.
By requiring hotels to disclose the type of oil or fat used in cooking, FSSAI ensures that consumers — especially those with dietary restrictions, health conditions, or religious preferences — can make informed choices about what they eat.
This proposal also aligns with consumers' responsibility to read labels and be aware of what they are consuming; the government's role in enforcing such disclosures exemplifies how legislative intervention supports the exercise of consumer rights.

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Application Question

Hard difficulty • Concept in a practical situation

Hard

Question 8

Applied Concept

A consumer filed a complaint against a builder for not completing a flat on time as per the agreement, causing financial loss and mental anguish. Which consumer forum should the consumer approach, and what relief can be expected?

The appropriate forum depends on the value of the flat. If the consideration paid does not exceed fifty lakh rupees, the complaint should be filed before the District Commission; if it exceeds fifty lakh but not two crore, the State Commission is appropriate; if it exceeds two crore, the National Commission should be approached.
This case involves deficiency in services — the builder failed to deliver the service (completed flat) as per the agreement, which falls squarely within the jurisdiction of the Consumer Protection Act 2019.
The consumer commission can order the builder to complete and hand over the flat, pay compensation for the financial loss suffered due to delayed possession, and may also award damages for mental harassment as the loss or injury suffered due to the service provider's negligence.

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Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 9

Applied Concept

Mrs. Mathur sent a jacket to Shine Dry Cleaners. When she collected it, she found white discoloration marks caused by the dry cleaning process. The dry cleaner confirmed this in writing but refused compensation. Explain (a) which right was exercised first, (b) which right helped her get compensation, and (c) which consumer responsibility she fulfilled.

(a) Mrs. Mathur first exercised the Right to be Informed — she raised the issue with the dry cleaner and received written confirmation that the discoloration occurred due to the dry cleaning process, i.e., she sought and obtained information about what had happened to her property.
(b) The Right to Seek Redressal helped her obtain compensation: she was entitled to relief against the deficiency in services provided by the dry cleaner, and when direct requests failed, she approached the consumer court, which ordered Shine Dry Cleaners to pay Rs. 2,500 as compensation.
(c) Mrs. Mathur fulfilled the consumer responsibility of filing a complaint in the appropriate consumer forum and taking action to seek redressal — she did not let the matter drop despite the small amount and ensured accountability for the service provider's negligence.

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Application Question

Medium difficulty • Concept in a practical situation

Medium

Question 10

Applied Concept

A consumer purchased a water purifier with a one-year comprehensive service warranty. When the purifier stopped working after six months, the company refused to service it, claiming the fault was due to the consumer's misuse. What recourse does the consumer have under the Consumer Protection Act 2019?

The consumer can file a written complaint before the District Commission (assuming the value is within fifty lakh rupees) citing deficiency in services — the company's refusal to honour its warranty obligation is a shortcoming in the performance of the service contracted.
The consumer should present the purchase receipt (cash memo), the warranty document, and any correspondence with the company as evidence. The District Commission can ask the company to provide relevant information and documents to establish whether misuse actually occurred.
If the commission finds deficiency in service, it can order the company to repair/service the purifier at no charge, pay compensation for the period of non-use and any inconvenience caused, and the consumer may also be entitled to a refund or replacement if repair is not feasible.

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Chapter sections

Chapter consumer-protection: Consumer Protection | Application Questions

Riya purchased a branded juicer online. When she received it, the device did not work. The company refused to replace or refund it. Which consumer right has been violated, and what action can Riya take under the Consumer Protection Act 2019?

A food processing company advertises that its packaged fruit juice contains 100% natural fruit with no added sugar. However, the product contains significant amounts of sugar syrup and artificial flavouring. Identify the malpractice and the consumer right being violated.

Suresh bought a pressure cooker from a local shop. The cooker burst after a few uses due to a manufacturing defect, causing him minor burns. Identify the rights violated and the relief Suresh can seek.

Meena wants to buy gold jewellery for her daughter's wedding. How should she exercise her responsibilities as a consumer to ensure she gets genuine and quality jewellery?

Rahul filed a complaint against a car manufacturer claiming the car's braking system was defective. The manufacturer argued the complaint should not be entertained as Rahul bought the car for his taxi business. Analyse whether the complaint is maintainable.

A pharmaceutical company's medicine caused adverse side effects not mentioned on the label. With reference to consumer rights, explain what rights the affected consumers can invoke.

An FSSAI proposal requires hotels and food outlets to declare the type of oil/fat used in cooking each food item on their menus. Name and explain the consumer right being reinforced by this proposal.

A consumer filed a complaint against a builder for not completing a flat on time as per the agreement, causing financial loss and mental anguish. Which consumer forum should the consumer approach, and what relief can be expected?

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