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

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

Case Study

Passage with linked questions

Case Set

Case Set 1

Case Analysis

Passage

Ravi purchased a new electric iron from a local shop. Within a week, the iron started producing sparks and gave him a mild electric shock. The iron did not carry any ISI mark. When Ravi approached the shopkeeper for a replacement, he was told that the product had already been sold and no refund or replacement would be provided. The shopkeeper argued that Ravi must have misused the product. Ravi, aware of his consumer rights, decided to take appropriate action. He gathered the bill, photographs of the defective iron, and medical certificate for the minor injury sustained, and approached the District Consumer Commission for redressal.

Question 1: Which consumer right was violated when the shopkeeper sold an electric iron without an ISI mark?

The Right to Safety was violated.
Consumers have the right to be protected against goods and services hazardous to life, health and property. ISI mark assures that the product meets quality and safety specifications.

Question 2: What relief can Ravi seek from the District Consumer Commission under the Consumer Protection Act, 2019?

Ravi can seek replacement of the defective iron with a new one free from defect.
He can also claim compensation for the loss or injury suffered due to the negligence of the opposite party.

Question 3: Explain three consumer responsibilities that Ravi fulfilled in this case.

Ravi read labels and checked for quality marks (ISI), showing he was an informed buyer.
He asked for a cash memo (bill) at the time of purchase which served as proof.
He filed a complaint in the appropriate consumer forum rather than accepting the loss silently.
He did not fail to take action even when the matter involved personal inconvenience, fulfilling his duty as a responsible consumer.

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Case Study

Passage with linked questions

Case Set

Case Set 2

Case Analysis

Passage

Sunita ordered a premium skincare kit worth ₹8,000 from an online platform. The product delivered to her was a duplicate brand with different ingredients from what was advertised on the website. The advertisement had claimed the product contained 100% natural ingredients, but the package revealed synthetic chemicals. She tried to contact the seller through the platform, but received no response for three weeks. Sunita then decided to escalate the matter. She took screenshots of the advertisement, preserved the packaging and the product, and filed a complaint with the consumer forum. She also reported the misleading advertisement to the Central Consumer Protection Authority (CCPA).

Question 1: Which type of unfair trade practice is illustrated in this case?

This is a case of misleading advertisement, which is an unfair trade practice.
The seller falsely represented the quality and composition of the product to promote its sale.

Question 2: Does the Consumer Protection Act, 2019 cover online transactions? Explain.

Yes, the Consumer Protection Act, 2019 applies to both offline and online transactions.
It covers transactions through electronic means, teleshopping, direct selling, and multilevel marketing, including e-commerce firms.

Question 3: Identify and explain the three consumer rights that were violated in this case.

Right to Safety was violated as the product contained chemicals not disclosed, which could harm the consumer.
Right to be Informed was violated as the advertisement did not provide complete and accurate information about ingredients.
Right to Seek Redressal was violated as the seller did not respond to the consumer's complaint for redressal.
Right to be Assured (Right to Choose) was indirectly impacted as the consumer was deceived into a wrong purchase decision.

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Case Study

Passage with linked questions

Case Set

Case Set 3

Case Analysis

Passage

Mr. Prakash filed a complaint with the District Consumer Commission against a car dealer for selling him a vehicle with a defective engine. The value of the car was ₹45 lakh. The dealer claimed the fault was due to improper driving habits of Mr. Prakash. The Commission, after examining the evidence including the service records and an expert report on the engine defect, found that the defect was pre-existing. The Commission ordered the dealer to either replace the vehicle or refund the full amount. The dealer, unsatisfied with the order, decided to appeal the decision.

Question 1: Was the District Consumer Commission the correct forum for filing this complaint? Give reason.

Yes, the District Consumer Commission was the correct forum.
The District Commission has jurisdiction to entertain complaints where the value of goods or services paid does not exceed fifty lakh rupees. The car value of ₹45 lakh falls within this limit.

Question 2: What orders can a consumer commission pass when it finds a defect in goods?

The commission can order removal of defect in goods or replacement with a new defect-free product.
It can also order refund of the price paid and award compensation for any loss or injury suffered by the consumer.

Question 3: Where can the dealer appeal against the order of the District Commission? Explain the appellate hierarchy under the Consumer Protection Act, 2019.

The dealer can appeal to the State Commission within 45 days from the date of the District Commission's order.
If dissatisfied with the State Commission's order, an appeal can be made to the National Commission within 30 days.
If still aggrieved, an appeal lies to the Supreme Court of India within 30 days of the National Commission's order.
This three-tier system ensures fair and thorough redressal of consumer grievances.

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Case Study

Passage with linked questions

Case Set

Case Set 4

Case Analysis

Passage

Consumer Voice, a well-known NGO in Delhi, conducted a comparative study of different brands of packaged drinking water available in the market. The tests were conducted in an accredited laboratory and the results revealed that two brands had microbial contamination above permissible limits. The NGO published its findings in its monthly journal and also filed a complaint before the National Commission on behalf of the general public. The NGO also organised awareness camps in various localities, educating people about checking ISI or BIS marks on packaged water and understanding product labels.

Question 1: Name two functions performed by Consumer Voice NGO as described in the passage.

Carrying out comparative testing of consumer products in accredited laboratories and publishing the results.
Filing complaints in consumer courts on behalf of consumers and in the public interest.

Question 2: Can an NGO file a complaint before the National Commission on behalf of the general public? Who qualifies as a complainant under the Consumer Protection Act, 2019?

Yes, an NGO or voluntary consumer association can file a complaint before the Commission.
A complainant includes one or more consumers, any voluntary consumer association, central or state government, the central authority, or a legal heir or representative.

Question 3: Explain three important functions of consumer organisations and NGOs in protecting consumer interests.

They educate consumers about their rights by organising training programmes, seminars and workshops.
They publish periodicals and other publications to impart knowledge about consumer problems, legal remedies and reliefs available.
They carry out comparative testing of competing brands and publish results to help consumers make informed choices.
They provide legal assistance and file complaints in consumer courts in the interest of the general public.

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Case Study

Passage with linked questions

Case Set

Case Set 5

Case Analysis

Passage

Priya visited a local grocery store and purchased a packet of flour. When she started using it at home, she noticed that the flour appeared darker than usual and had an unpleasant odour. She suspected adulteration. She checked the packet and found it had already expired three months ago. The MRP printed on the packet was ₹45 but she was charged ₹60. Priya kept the receipt and reported the matter to the consumer forum. The forum, after testing the product, confirmed adulteration and overpricing. It ordered the shopkeeper to pay compensation and also to stop the sale of such products.

Question 1: Name two malpractices committed by the shopkeeper in this case.

Sale of adulterated goods (expired flour with impurities).
Overcharging the product above its Maximum Retail Price (MRP).

Question 2: Which consumer responsibility did Priya fulfil that helped her case?

Priya asked for and preserved the cash memo (receipt) which served as proof of purchase.
She also read the label to check MRP and expiry date, which is a responsibility of a consumer to read labels carefully.

Question 3: What relief could the consumer forum grant to Priya? Explain any three reliefs available under the Consumer Protection Act, 2019.

The forum can order refund of the excess price charged (overcharging) and the full price of the adulterated product.
It can order payment of reasonable compensation for loss or injury suffered by Priya due to the substandard goods.
It can order the shopkeeper to discontinue the unfair trade practice of overcharging and not to repeat it in future.
It can also order withdrawal of hazardous/adulterated goods from sale.

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Chapter sections

Chapter consumer-protection: Consumer Protection | Case Study Questions

Passage

Question 1: Which consumer right was violated when the shopkeeper sold an electric iron without an ISI mark?

Question 2: What relief can Ravi seek from the District Consumer Commission under the Consumer Protection Act, 2019?

Question 3: Explain three consumer responsibilities that Ravi fulfilled in this case.

Passage

Question 1: Which type of unfair trade practice is illustrated in this case?

Question 2: Does the Consumer Protection Act, 2019 cover online transactions? Explain.

Question 3: Identify and explain the three consumer rights that were violated in this case.

Passage

Question 1: Was the District Consumer Commission the correct forum for filing this complaint? Give reason.

Question 2: What orders can a consumer commission pass when it finds a defect in goods?

Question 3: Where can the dealer appeal against the order of the District Commission? Explain the appellate hierarchy under the Consumer Protection Act, 2019.

Passage

Question 1: Name two functions performed by Consumer Voice NGO as described in the passage.

Question 2: Can an NGO file a complaint before the National Commission on behalf of the general public? Who qualifies as a complainant under the Consumer Protection Act, 2019?

Question 3: Explain three important functions of consumer organisations and NGOs in protecting consumer interests.

Passage

Question 1: Name two malpractices committed by the shopkeeper in this case.

Question 2: Which consumer responsibility did Priya fulfil that helped her case?

Question 3: What relief could the consumer forum grant to Priya? Explain any three reliefs available under the Consumer Protection Act, 2019.

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