1. Look at the posters and cartoons in this chapter. Think of any particular commodity and the aspects that need to be looked at as a consumer. Design a poster for this.
(Sample Poster Concept)
Title: “Buy Milk Safely!”
- Check the expiry date
- Look for FSSAI, ISI, or Agmark certification
- Demand a cash memo
- Ensure packaging is sealed
- Report any adulteration or unsafe quality
2. Find out the nearest Consumer Disputes Redressal Commission for your area.
- Search online for “[Your City] District Consumer Commission” or check government portals for addresses and contact details of local consumer commissions.
3. What is the difference between consumer protection council and Consumer Disputes Redressal Commission?
- Consumer Protection Council: Advisory body, promotes consumer awareness and rights but does not resolve specific disputes.
- Consumer Disputes Redressal Commission: Legal forum (at district, state, and national levels) where consumers can file complaints and get redress for grievances.
4. The Consumer Protection Act 1986 ensures the following as rights which every consumer in India should possess. Categorise the following cases under different heads and mark against each in brackets.
(i) Right to choice
(ii) Right to information
(iii) Right to redressal
(iv) Right to representation
(v) Right to safety
(vi) Right to consumer education
(a) Lata got an electric shock from a newly purchased iron. She complained to the shopkeeper immediately. (Right to safety, Right to redressal)
(b) John is dissatisfied with the services provided by MTNL/BSNL/Tata Indicom for the past few months. He files a case in the District Level Consumer Commission. (Right to redressal, Right to representation)
(c) Your friend has been sold a medicine that has crossed the expiry date and you are advising her to lodge a complaint. (Right to information, Right to safety, Right to redressal)
(d) Iqbal makes it a point to scan through all the particulars given on the pack of any item that he buys. (Right to information)
(e) You are not satisfied with the services of the cable operator catering to your locality but you are unable to switch over to anybody else. (Right to choice)
(f) You realise that you have received a defective camera from a dealer. You are complaining to the head office persistently. (Right to redressal, Right to representation)
5. If the standardisation ensures the quality of a commodity, why are many goods available in the market without ISI or Agmark certification?
Many small producers/distributors avoid the expense or procedure of certification, seek higher profits, or target unregulated areas; consumers may not know its importance, and enforcement is sometimes weak.
6. Find out the details of who provides Hallmark and ISO certification.
- Hallmark (for jewellery): Provided by BIS (Bureau of Indian Standards) in India for gold, silver jewellery.
- ISO Certification: Provided by the International Organization for Standardization (ISO), a global standards body; in India, it is given by BIS and accredited certification agencies for quality and process standards.
exercise
1. Why are rules and regulations required in the marketplace? Illustrate with a few examples.
Rules protect consumers from unfair trade practices, poor quality, overpricing, and exploitation.
Examples: Selling expired medicines is prohibited; goods must be weighed correctly; misleading advertisements are banned.
2. What factors gave birth to the consumer movement in India? Trace its evolution.
Factors: Unfair trade practices, adulteration, hoarding, black-marketing, and lack of product safety.
Evolution: It began in the 1960s-70s with voluntary consumer groups, gained strength with the enactment of Consumer Protection Act (COPRA) in 1986, and has since expanded through education, legal reform, and rising awareness.
3. Explain the need for consumer consciousness by giving two examples.
- Food adulteration can harm health, so consumers must check quality/hygiene.
- Misleading ads (e.g., fake health claims) can cheat buyers. Being alert and asking for proper bill reduces exploitation.
4. Mention a few factors which cause exploitation of consumers.
Lack of awareness, illiteracy, limited choice/competition, absence of proper labels, and failure of legal enforcement.
5. What is the rationale behind the enactment of Consumer Protection Act 1986?
To protect consumers from unfair trade, ensure rights to safety, information, choice, and redressal, and create mechanisms for quick dispute resolution.
6. Describe some of your duties as consumers if you visit a shopping complex in your locality.
Check product details (expiry, price), demand a proper bill, look for quality marks, avoid purchasing unsafe/harmful products, and report malpractice.
7. Suppose you buy a bottle of honey and a biscuit packet. Which logo or mark you will have to look for and why?
For honey: Agmark (certifies purity).
For biscuits: FSSAI logo (Food Safety and Standards Authority of India) for food safety.
8. What legal measures were taken by the government to empower the consumers in India?
Enactment of COPRA (1986, amended 2019), setting up consumer courts/commissions, mandatory labeling, and severe penalties for faulty goods/services.
9. Mention some of the rights of consumers and write a few sentences on each.
- Right to safety: Protection from hazardous goods/services.
- Right to information: Knowledge of quality, quantity, price, purity.
- Right to choose: Access to variety at competitive price.
- Right to be heard: Consumer opinions considered in policy.
- Right to redress: Compensation for unfair treatment.
- Right to consumer education: Awareness of rights and protection.
10. By what means can the consumers express their solidarity?
Forming consumer associations, launching awareness campaigns, using social media, and participating in protests or collective action.
11. Critically examine the progress of consumer movement in India.
Progress: Awareness increasing, legal framework improved, more complaints addressed.
Challenges: Process still slow, awareness not widespread, laws poorly enforced in unorganised sector, and small retail sales are hard to monitor.
12. Match the following.
| (i) Availing details of ingredients of a product | (e) Right to information |
| (ii) Agmark | (c) Certification of edible oil and cereals |
| (iii) Accident due to faulty engine in a scooter | (a) Right to safety |
| (iv) District Consumer Commission | (b) Dealing with consumer cases |
| (v) Food fortification | (g) Addition of key nutrients to staple foods |
| (vi) Consumers International | (f) Global level institution of consumer welfare organisations |
| (vii) Bureau of Indian Standards | (d) Agency that develops standards for goods and services |
13. Say True or False.
(i) COPRA applies only to goods. – False
(ii) India is one of the many countries in the world which has exclusive authorities established for consumer disputes redressal. – True
(iii) When a consumer feels that he has been exploited, he must file a case in the District Consumer Commission. – True
(iv) It is worthwhile to move to consumer commissions only if the damages incurred are of high value. – False
(v) Hallmark is the certification maintained for standardisation of jewellery. – True
(vi) The consumer redressal process is very simple and quick. – False
(vii) A consumer has the right to get compensation depending on the degree of the damage. – True