Let’s Work These Out
On Page 77
Question 1. What are the various ways by which people may be exploited in the market?
Answer : Consumers (People) are exploited in the market by
(a) Charging high price of the product.
(b) Not giving proper after sale service.
(c) Less measurement.
(d) Under weighing goods.
(e) Selling substandard quality goods.
(f) Adulteration.
(g) Negligence in service.
Question 2. Think of one example from your experience where you thought that there was some ‘cheating’ in the market. Discuss in the classroom.
Answer : This question may be self attempted. Narrate and explain your experience when you bought 3 kg apples from a Rehri Wala in the market, how he underweighted the apples, which over 2.5 kg instead of 3 kg. Write your experience when you come to know about it afterwards.
Question 3. What do you think should be the role of government to protect consumers?
Answer : The government must lay down rules and regulations to protect and safeguard the interest of consumers. The rules and regulations must be enforced on a regular basis by the government.
On Page 78
Question 1. What could have been the steps taken by consumer groups?
Answer : Consumer groups should have forced the business organizations or groups to strictly follow rules and regulations laid down by the government.
- They should have also supervised whether these rules and regulations are fully implemented or not.
- On behalf of the consumer they launch complaints to seek redressals.
- They should organize mock plays to make the people aware about the consumer’s rights and their duties as a good consumer.
Question 2. There may be rules and regulations but they are often not followed. Why? Discuss.
Answer : There are rules and regulations to protect the consumer from exploitation, but they are not followed because consumers a re very lazy and do not want to get into legal hassles.
On Page 79
Question 1. For the following (you can add to the list) products/services discuss what safety rules should be observed by the producer?
(a) LPG cylinder
(b) Cinema theater
(c) Circus
(d) Medicines
(e) Edible oil
(f) Marriage pandal
(g) A high-rise building.
Answer :
| Product/Service | Safety rules to be observed |
| LPG cylinder | 1. Ensure that there is no leakage of gas from the cylinder. 2. Ensure that cylinders are transported to the godown / customer premises in a safe manner. 3. Ensure that the seal on the cylinder is secure. |
| Cinema theatre | 1. Adequate number of fire extinguishers should be installed in the premises. 2. Clearly marked and well illuminated exits should be there in all areas for emergencies like fire. |
| Circus | 1. The cage for dangerous animals like lions should be secure. 2. Safety net should be there for trapeze artists. 3. Adequate number of fire extinguishers should be installed in the premises. 4. Clearly marked and well illuminated exits should be there in all areas for emergencies like fire. |
| Medicines | 1. Date of manufacture, date of expiry, batch number and composition must be printed on the packaging. 2. The contents must be sealed with tamper-proof seals. |
| Edible oil | 1. Date of manufacture, date of expiry, batch number and composition must be printed on the packaging. 2. The contents must be sealed with tamper-proof seals. 3. Agmark seal should be there. |
| Marriage pandal | 1. Adequate number of fire extinguishers should be installed in the premises. 2. Clearly marked and well illuminated exits should be there in all areas for emergencies like fire. |
| A high-rise building | 1. Adequate number of fire extinguishers should be installed in the premises. 2. Clearly marked and well illuminated exits should be there in all areas for emergencies like fire. 3. Lifts should be of approved make with all safety features. 4. Staircases must have handrails. 5. Fire escape staircases must be provided at locations away from the main staircases and lifts. |
Question 2. Find out any case of accident or negligence from people around you, where you think that the responsibility lay with the producer. Discuss.
Answer : A boy consumed a cold drink and immediately drinking after it there developed symptoms of food poisoning. He was taken to the nearest hospital and was diagnosed as having taken a poisonous liquid. The public informed the police and police immediately sealed the remaining cold drinks. The shopkeeper was arrested for selling adulterated cold drinks.
On Page 81
Question 1. When we buy commodities we find that the price charged is sometimes higher or lower than the Maximum Retail Price printed on the pack. Discuss the possible reasons. Should consumer groups do something about this?
Answer : The possible reason for higher price may be overcharging by the retailer for an ignorant customer. The possible reason for a price lower than Maximum Retail Price (MRP) may be due to bargaining by the customer, or a discount being given by the retailer to increase his sale.
Consumer groups should pressurize the dealers to ensure that no dealer charges more than the MRP under any condition. They should in fact put pressure on dealers to reduce their margins and charge lesser than the MRP as far as possible.
Question 2. Pick up a few packaged goods that you want to buy and examine the information given. In what ways are they useful? Is there some information that you think should be given on those packaged goods but is not? Discuss.
Answer : The information given on the package can be useful as follows
- Maximum Retail Price (MRP) The seller cannot ask you to pay more than this amount.
- Expiry Date and Date of Manufacture You can tell whether the product is old and also whether you can safely use it.
- Ingredients Used You can know what is used in making the product so that, in case some ingredient does not suit your health condition, you can avoid it. Examples are sugar for diabetics and salt for high blood pressure patients.
- Address of Manufacturer If the product is defective and the seller does not replace it, you can contact the manufacturer for red ressal of your complaint.
On all products, especially medicine and food items, additional information regarding safe and proper use should be mentioned. Usually this is not mentioned.
Question 3. People make complaints about the lack of civic amenities such as bad roads or poor water and health facilities but no one listens. Now the RTI Act gives you the power to question. Do you agree? Discuss.
Answer : Yes, I agree that it gives us the power to find out how the government departments work so that we can approach the correct agency which will repair the bad road, ensure adequate and clean water supply or improve the health facilities. The RTI Act helps us to approach the concerned department to get the work done.
On Page 82
Question 1. The following are some of the catchy advertisements of products that we purchase from the market. Which of the following offers would really benefit consumers? Discuss.
- (a) 15 gm more in every 500 gm pack …………
- (b) Subscribe for a newspaper with a gift at the end of year ……
- (c) Scratch and win gifts worth 10 lakh …………
- (d) A milk chocolate inside a 500 gram glucose box …………
- (e) Win a gold coin inside a pack ………
- (f) Buy shoes worth 2000 and get one pair of shoes worth 500 free …………
Answer :
- (a) 15 gm more in every 500 gm pack – yes, it will benefit because it is given at the time of purchase.
- (b) Subscribe for a newspaper with a gift at the end of a year – no, because you have to keep paying every month for one year without any guarantee that you will get the gift at the end of the year.
- (c) Scratch and win gifts worth 10 lakh – no, as you can scratch the card only after purchasing and in most cases you will get nothing.
- (d) A milk chocolate inside a 500 gram glucose box – if the milk chocolate is visible before purchasing, then it is beneficial to the consumer. Otherwise, the chocolate may not be found inside once the consumer has purchased and opened the box.
- (e) Win a gold coin inside a pack – it may not benefit the consumer if the ‘gold’ coin is not really made of gold.
- (f) Buy shoes worth 2000 and get one pair of shoes worth 500 free – the shoes may not be of the style required by the consumer. Also, the price of 2000 may have been increased to include the cost of the shoe of 500. So probably the consumer is not benefitted.
On Page 84
Question 1. Arrange the following in the correct order.
(a) Arita files a case in the District Consumer Court.
(b) She engages a professional person.
(c) She realises that the dealer has given her defective material.
(d) She starts attending the court proceedings.
(e) She goes and complains to the dealer and the Branch office, to no effect.
(f) She is asked to produce the bill and warranty before the court.
(g) She purchases a wall clock from a retail outlet.
(h) Within a few months, the dealer was ordered by the court to replace her old wall clock with a brand new one at no extra cost.
Answer : g, c, e, b, a, f, d, h
On Page 86
Question 1. What is the difference between consumer protection council and consumer court?
Answer : Consumer protection council has not no legal right and is a voluntary organisation. Consumer courts are a three tier quasi-judicial machinery set up for redressal of consumer disputes.
Question 2. The Consumer Protection Act, 1986 ensures the following as rights which every consumer in India should possess.
(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
Categories the following cases under different heads and mark against each in brackets.
(a) Lata got an electric shock from a newly purchased iron. She complained to the shopkeeper immediately. (v) Right to safety
(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 Forum. (iii) Right to redressal
(c) Your friend had been sold a medicine that has crossed the expiry date and you are advising her to lodge a complaint. (vi) Right to consumer education
(d) Iqbal makes it a point to scan through all the particulars given on the pack of any item that he buys. (ii) 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. (i) Right to choice
(f) You realise that you have received a defective camera from a dealer. You are complaining to the head office persistently. (iv) Right to representation
Answer :
(i) Right to Choice 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.
(ii) Right to Information Iqbal makes it a points to scan through all the particulars given on the pack of any item that he buys.
(iii) Right to Redressal 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 forum.
(iv) Right to Representation You realize that you have received a defective camera from a dealer. You are complaining to the head office persistently.
(v) Right to Safety Lata got an electric shock from a newly purchased iron. She complained to the shopkeeper immediately.
(vi) Right to Consumer Education Your friend has been sold a medicine that has crossed the expiry date and you are advising her to lodge a complaint.
Question 3. If the standardization ensures the quality of a commodity, why are many goods available in the market without ISI or Agmark certification?
Answer : Standardization no doubt ensures the quality of a product but it is time consuming and expensive to avail of it. Millions of small producer cannot afford it. Also it is not compulsory in the case of most products in the market.
Question 4. Find out the details of who provides Hallmark and ISO certification.
Answer : Hallmark certifies gold products and is provided by Gold Council of India. ISO certification is given by the International Standardization Organization headquartered in Geneva.
Exercises
Question 1. Why are rules and regulations required in the marketplace? Illustrate with few examples.
Answer : Rules and regulations are required in the marketplace to protect the consumers against exploitation by the producers, sellers and service providers. They often indulge in unfair trade practices and provide false information about a particular service or product. Most of c onsumers are unaware about their rights and they are often deceived by the suppliers. So in the interest of the consumer, it is necessary to take action against suppliers and producers.
Question 2. What factors gave birth to the consumer movement in India? Trace its evolution.
Answer : There were many factors that gave birth to the consumer movement in India. It started as a social force with the need to protect the consumers against unfair and unethical trade practices being followed by many retailers and manufacturers. These included creating artificial shortages, hoarding cereals and other agricultural products, black marketing of goods and adulteration of cooking oils and food items. Till 1986, consumer organizations were highlighting issues by writing articles in newspapers and magazines about these bad practices of merch ants.
But nowadays, as the consumers have become more aware, the number of consumer groups have grown who have highlighted these malpractices. In 1986, the Government of India enacted the Consumer Protection Act, also known as COPRA. This was a major step in the consumer movement in India.
Question 3. Explain the need for consumer consciousness by giving two examples.
Answer : There is a need for consumer consciousness so that the customers can take action against retailers who are dishonest. Examples are
(a) The ISI and Agmark logos are quality certifications on certain classes of products. Consumers must look for such certifications while purchasing items requiring these marks.
(b) Consumers must have adequate knowledge about the products that they are buying, so that they can make an informed choice of the correct product to buy.
Question 4. Mention a few factors which cause exploitation of consumers.
Answer :
(a) Lack of awareness among consumers.
(b) Limited competition.
(c) Illiterate consumer.
(d) Limited supply of goods/products.
(e) Misleading advertisement.
Question 5. What is the rationale behind the enactment of Consumer Protection Act, 1986?
Answer : Consumer Protection Act, 1986, popularly known as COPRA is enacted to safeguard the interest of consumers and being protected them against exploitation. It led to the formation of the three tier consumer courts at the district, state and national level.
Question 6. Describe some of your duties as consumers if you visit a shopping complex in your locality.
Answer : Some of my duties as a consumer will include the following
(a) Checking expiry dates of the products to be bought.
(b) Paying no more than the maximum retail price printed on th e goods.
(c) Always asking for a cash memo for the items purchased.
(d) Ensuring that the retailer does not sell me duplicate or d efective products.
(e) Registering a complaint with a consumer forum in case the dealer refuses to take responsibility for an adulterated or flawed product.
Question 7. Suppose you buy a bottle of honey and biscuit packet. What logo or mark you will have to look for and why?
Answer : While buying a bottle of honey or a biscuit packet, the logo or mark one will have to look for is ISI or Agmark. Since honey is an agricultural category product, it should have the Agmark mark on it. The biscuit packet is a food product and so should have the ISI mark.
Both these are logos certifying the quality of goods in the market. Only those producers are allowed to use these marks who follow certain quality standards set by the organizations issuing these certification. Thus, if a bottle of honey or a biscuit packet has one of these logos on it , then it implies that the product is of good quality.
Question 8. What legal measures were taken by the government, to empower the consumers in India?
Answer :
(a) MRTP Act (Monopolies and Restrictive Trade Practices Ac t) was enacted in 1984 to check unfair trade practices.
(b) COPRA was enacted in 1986 to protect consumers from exploitation in marketplace.
(c) Consumer courts have been set up to provide justice to the people who were treated unfairly in the marketplace.
Question 9. Mention some of the rights of consumers and write a few sentences on each.
Answer : Consumers have the following rights
(a) Right to Safety The consumer has the right to be protected against the goods that are hazardous to life and property.
(b) Right to Choose The consumer can choose the product to be bought. He cannot be forced to buy things that are not of his choice.
(c) Right to be Informed The consumer has the right to know important facts about the product and services which are being bought.
(d) Right to Seek Redressal The consumer has the right to seek redressal if the producer has exploited him. He has got the right to be compensated by the producer/trader if any damage occurs due to the product.
(e) Right to Representation In case there is a dispute between the customer and the seller which is not settled the customer can approach the local consumer court for redressal. In case his representation in the district court is dismissed, he can appeal at the state level and then at the national level.
(f) Right to Consumer Education Consumers must become conscious of their rights while purchasing goods and services. For this we should also read the advertisements brought out by the government under the headline “Jago Grahak Jago”, as they are very informative.
Question 10. By what means can the consumers express their solidarity?
Answer : The consumers can express their solidarity by forming
(a) Consumer protection councils
(b) Voluntary consumer association and registering them
(c) Consumer clubs
(d) Resident Welfare Associations (RWAs)
Question 11. Critically examine the progress of consumer movement in India.
Answer : The number of consumer groups and their activities have increased. Currently about 700 consumer groups work in the country but only 20-25 groups have been recognized by the government. The existing laws are not effective as far as compensation for defective products goes. The redressal process is still expensive and time-consuming.
Even after more than 25 years of enactment of Consumer Protection Act (COPRA), a large section of consumers are unaware of their rights. Often rules and regulations applicable to marketplace are not followed. It is necessary that people should be made aware of their rights and role. Only then the consumer movement can be effective.
Question 12. Match the following
| (i) Availing details of ingredients of a product | (a) Right to safety |
| (ii) Agmark | (b) Dealing with consumer cases |
| (iii) Accident due to faulty engine in a scooter | (c) Certification of edible oil and cereals |
| (iv) District consumer court | (d) Agency that develops standards for goods and services |
| (v) Consumers International | (e) Right to information |
| (vi) Bureau of Indian Standards | (f) Global level institution of consumer welfare organizations |
Answer : (i) e, (ii) c, (iii) a, (iv) b, (v) f, (vi) d
Question 13. Say True or False.
(i) COPRA applies only to goods.
(ii) India is one of the many countries in the world which has exclusive courts for consumer redressal.
(iii) When a consumer feels that he has been exploited, he must file a case in the District Consumer Court.
(iv) It is worthwhile to move to consumer courts only if the damages incurred are of high value.
( v) Hallmark is the certification maintained for standardisation of jewellry.
(vi) The consumer redressal process is very simple and quick. True
(vii) A consumer has the right to get compensation depending on the degree of the damage.
Answer : (i) False (ii) True (iii) True (iv) False (v) True (vi) False (vii) True.
Projects/Activities
Question 1. Mrs Krishna bought a Colour Television (CTV) against six months warranty. The CTV stopped working after three months . When she complained to the dealer/shop where it was purchased, they sent an engineer to set it right. The CTV continues to give trouble and Mrs Krishna no longer gets any reply to the complaint she made to the dealer/shop. She decides to write to the Consumer Forum in her area. Write a letter on her behalf. You may discuss with your partner/group members before you write it.
Answer : The format of the letter will be as given below
House No. 568, Sector 28,
NOIDA – 201303
25 August, 2012
To The Chairman,
Consumer Forum,
NOIDA (UP)
Sub: Defective Color TV not set right despite repeated complaints
Sir,
I wish to bring to your notice the following facts, for which you are requested to guide me on further action to be taken in this regard
- I have purchased a ‘Standard’ make of Colour TV from their dealer M/s Gujral Entertainment with their shop at H-45, Sector 18, NOIDA – 201301 vide their Cash Memo no. GE/134 dated 15 April, 2012. T he TV was guaranteed for six months against manufacturing defects, as informed by the dealer.
- The TV became defective (it went dead) on 17 July, 2012. The dealer sent a service engineer to repair it, but it again went defective after one week.
- When I complained the second time, they did not send their engineer for repairs till date.
- I have been complaining regularly to the dealer, but he no longer replies to the complaints.
- I tried to contact the manufacturer, but found that their factory has closed down and that the company no longer exists.
I am now saddled with a defective color TV set and the dealer is neither replacing it nor repairing it. You are requested to kindly guide me on the next course of action.
Sincerely yours,
Sd/- (Mrs. Krishna)
Question 2. Conduct a survey in you locality by supplying the following questionnaire to get an idea as to how alert they are as consumers.
For each question, tick one. Always Sometimes Never
A B C
- When you buy some item, do you insist on a bill?
- Do you keep the bill carefully?
- If you realise that you have been tricked by the shopkeeper, have you bothered to complain to him?
- Have you been able to convince him that you’ve been cheated?
- Do you simply grumble to yourself reconciling that it is your fate that you are often being victimised so and it is nothing new?
- Do you look for ISI mark, expiry date etc?
- If the expiry date mentioned is just a month or so away, do you insist on a fresh packet?
- Do you weigh the new gas cylinder/old newspapers yourself before buying/selling?
- Do you raise an objection if a vegetable seller uses stones in place of the exact weight?
- Do excessively bright coloured vegetables arouse your suspicion?
- Are you brand-conscious?
- Do you associate high price with good quality (to reassure yourself that after all you have not paid a higher price just like that)?
- Do you unhesitatingly respond to catchy offers?
- Do you compare the price paid by you with those of others?
- Do you strongly believe that your shopkeeper never cheats a regular customer like you?
- Do you favour ‘home delivery’ of provision items without any doubt regarding weight etc?
- Do you insist on ‘paying by meter’ when you travel by auto?
Note
(i) You are extremely aware as a consumer if your answers for questions 5, 12, 13, 15 and 16 and (c) and for the rest (a).
(ii) If your answers are (a) for questions 5, 12, 13, 15 and 16 and the rest (c), then you have to wake up as consumer.
(iii) If your answer is (b) for all the questions you are somewhat aware.
Answer : Correct answers of an alert consumer are mentioned in the rightmost column.
- When you buy some item, do you insist on a bill? Always
- Do you keep the bill carefully? Always
- If you realize that you have been tricked by the shopkeeper, have you bothered to complain to him? Always
- Have you been able to convince him that you’ve been cheated? Always
- Do you simply grumble to yourself reconciling that it is your fate that you are often being victimized so and it is nothing new? Never
- Do you look for ISI mark, expiry date etc.? Always
- If the expiry date mentioned is just a month or so away, do you insist on a fresh packet? Always
- Do you weigh the new gas cylinder/old newspapers yourself before buying/selling? Always
- Do you raise an objection if a vegetable seller uses stones in place of the exact weight? Always
- Do excessively bright coloured vegetables arouse your suspicion? Always
- Are you brand-conscious? Always
- Do you associate high price with good quality (to reassure yourself that after all you have not paid a higher price just like that)? Never
- Do you unhesitatingly respond to catchy offers? Never
- Do you compare the price paid by you with those of others? Always
- Do you strongly believe that your shopkeeper never cheats a regular customer like you? Never
- Do you favor ‘home delivery’ of provision items without any doubt regarding weight etc.? Never
- Do you insist on ‘paying by meter’ when you travel by auto? Always