Ch. 5 Consumer Rights
Q. Who is a consumer?
A. A consumer is a person who purchases goods and services for personal use.
Q. What is adulteration?
A. Adulteration means mixing something of an inferior quality which is harmful as well with a food or drink item before selling.
Q. Who is a producer?
A. A producer is someone who produces goods or services to be sold.
Q. When did the UN adopt the UN guidelines for consumer protection?
A. UN adopted the UN guidelines for consumer protection in 1985.
Q. What does ISI stand for?
A. ISI stands for Indian Standard Institute.
Q. Describe the conditions in which markets do not work in a fair manner?
A.・Markets don't work in a fair manner when producers are few and powerful whereas consumers purchase in small amounts and are scattered.
・This happens especially when large companies are producing goods. These companies with huge reach, wealth, and power can manipulate the market in various ways. Thus individual consumers often find themselves in a weak position.
・At times these companies pass on false information through media and other sources to attract consumers.
Q. What have been the effects of COPRA?
A. The effects of COPRA are-
・Counsumer Protection Councils or Consumer Forums have gained prominence. Now more and more people can benefit from these forums as these give legal assistance to consumers.
・A 3 tier quasi-judicial system has been set up at the district, state and national levels for the redressal of consumer disputes.
・Separate departments of Consumer Affairs have been set up in Central and State governments.
Q. How do large companies manipulate the market? Explain with examples.
A.・Large companies producing goods can manipulate the market because they have a lot of wealth, reach, and power.
・At times these companies pass on false information through media and other sources to attract consumers.
e.g. A company for years sold powder milk for babies all over the world as the most scientific product claiming this to be better than mother's milk. It took years of struggle before the company was forced to accept that it had been making false claims.
Similarly, a long battle had to be fought with court cases to make cigarette manufacturing companies accept that their product could cause cancer.
Q. What factors gave birth to the consumer movement in India?
A. The factors which gave rise to the consumer movement in India are-
・The dissatisfaction of the consumers due to the many unethical and unfair practices that were being indulged in by the sellers like the sale of adulterated/ defective goods.
・The lack of a legal system available to consumers to protect them from exploitation in the marketplace.
・Rampant food shortages, hoarding, black marketing were also some of the factors.
・For a long time it was presumed that it was the sole responsibility of the consumers to be careful while buying a commodity or a service.
・The consumer movement arose to shift this responsibility of ensuring the quality of goods and services on the sellers.
Q. What are the disadvantages of Consumer Redressal Process?
A. A consumer is a person who purchases goods and services for personal use.
Q. What is adulteration?
A. Adulteration means mixing something of an inferior quality which is harmful as well with a food or drink item before selling.
Q. Who is a producer?
A. A producer is someone who produces goods or services to be sold.
Q. When did the UN adopt the UN guidelines for consumer protection?
A. UN adopted the UN guidelines for consumer protection in 1985.
Q. What does ISI stand for?
A. ISI stands for Indian Standard Institute.
Q. Describe the conditions in which markets do not work in a fair manner?
A.・Markets don't work in a fair manner when producers are few and powerful whereas consumers purchase in small amounts and are scattered.
・This happens especially when large companies are producing goods. These companies with huge reach, wealth, and power can manipulate the market in various ways. Thus individual consumers often find themselves in a weak position.
・At times these companies pass on false information through media and other sources to attract consumers.
Q. What have been the effects of COPRA?
A. The effects of COPRA are-
・Counsumer Protection Councils or Consumer Forums have gained prominence. Now more and more people can benefit from these forums as these give legal assistance to consumers.
・A 3 tier quasi-judicial system has been set up at the district, state and national levels for the redressal of consumer disputes.
・Separate departments of Consumer Affairs have been set up in Central and State governments.
Q. How do large companies manipulate the market? Explain with examples.
A.・Large companies producing goods can manipulate the market because they have a lot of wealth, reach, and power.
・At times these companies pass on false information through media and other sources to attract consumers.
e.g. A company for years sold powder milk for babies all over the world as the most scientific product claiming this to be better than mother's milk. It took years of struggle before the company was forced to accept that it had been making false claims.
Similarly, a long battle had to be fought with court cases to make cigarette manufacturing companies accept that their product could cause cancer.
Q. What factors gave birth to the consumer movement in India?
A. The factors which gave rise to the consumer movement in India are-
・The dissatisfaction of the consumers due to the many unethical and unfair practices that were being indulged in by the sellers like the sale of adulterated/ defective goods.
・The lack of a legal system available to consumers to protect them from exploitation in the marketplace.
・Rampant food shortages, hoarding, black marketing were also some of the factors.
・For a long time it was presumed that it was the sole responsibility of the consumers to be careful while buying a commodity or a service.
・The consumer movement arose to shift this responsibility of ensuring the quality of goods and services on the sellers.
Q. What are the disadvantages of Consumer Redressal Process?
A. Disadvantages of Consumer Redressal Process are:
・Many times consumers are required to engage lawyers.
・These cases require time for filing and attending the court proceedings etc.
・In most purchases cash memos are not issued hence evidence is not easy to gather. Moreover, most purchases in the market are small retail sales. The existing laws also are not very clear on the issue of compensation to consumers injured by defective products.
・After more than 25 years of the enactment of COPRA, consumer awareness in India is spreading but slowly.
・The enforcement of laws that protect workers, especially in the unorganised sectors is weak.
・Rules and regulations for the working of markets are often not followed.
Q. What do you understand by RTI Act? What is its significance in daily life?
A. RTI (Right to Information) Act, enacted in October 2005, by the Government of India, ensures its citizens all the information about the functions of government departments.
The significance of RTI in daily life is:
・It enables citizens to be informed of any product or service they are availing so that they make well-informed choices.
・People can question about any steps taken by the government and they will have to be provided with a satisfactory answer by the department in question.
・It makes citizens more informed about the inner workings of the government and thus increases transparency.
Q. Why was COPRA enacted?
A. COPRA was enacted in 1986 in the interest of the consumers to address the following problems:
・Absence of a legal system available to consumers to protect them from exploitation in the marketplace.
・It was presumed that it was the responsibility of consumers to be careful while buying a commodity or service.
・It was enacted to protect and promote the interests of consumers against unethical and unfair trade practices of the producers and sellers.
・To prevent rampant food shortages, hoarding, black marketing, adulteration of food and edible oil etc.
・To look into the malpractices in ration shops and overcrowding in the road passenger transport.
Q. How can a consumer exercise his right to choose? Explain with examples.
A. Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive the service.
・For instance if a person is not happy with his/her internet service provider, he/she has the right to change the internet service provider.
・Similarly if a person has to buy a vehicle, he/she can choose from the different brands available. He/she can’t be forced to buy from a particular brand.
・Suppose you want to buy toothpaste, and the shop owner says that she can sell the toothpaste only if you buy a toothbrush. If you are not interested in buying the brush, your right to choice is denied.
・Similarly, sometimes gas supply dealers insist that you have to buy the stove from them when you take a new connection.
・In this way, many times you are forced to buy things that you may not wish to and you are left with no choice.
Q. What do you understand by the Consumer Protection Council? Explain their role for the same.
OR
What are Consumer Forums? How do they help the consumers?
OR
What are Consumer Forums? How do they help the consumers?
A. The consumer movement in India has led to the formation of various organisations locally known as consumer forums or consumer protection councils.
・They guide consumers on how to file cases in the consumer court.
・On many occasions, they also represent individual consumers in the consumer courts.
・These voluntary organisations also receive financial support from the government for creating awareness among the people.
Q. Explain briefly the 3 tier quasi-judicial machinery under COPRA.
A. Under the COPRA, a 3 tier quasi-judicial machinery at the district, state and national levels was set up for the redressal of consumer disputes.
・The district level court deals with cases involving claims upto Rs. 20 lakhs, the state level courts between Rs. 20 lakhs and 1 crore and the national level courts deal with cases involving claims exceeding Rs. 1 crore.
・If a case is dismissed in the district level court, the consumer can also appeal to state and then in National level courts.
・This system has enabled the consumers to have the right to represent in the consumer courts.
Q. Explain the rights of a consumer enshrined in the Consumer Protection Act of 1986.
OR
Explain five rights of the consumers that protect them from exploitation in the marketplace.
A. The COPRA of 1986 gives the consumers the following rights-
・Right to safety: The consumers, have the right to be protected against the marketing of goods and delivery of services that are hazardous to life and property. Producers need to strictly follow the required safety rules and regulations.
・Right to be informed: Consumers have the right to be informed about the particulars of goods and services that they purchase like the ingredients used, price, batch number, date of manufacture, expiry date, the address of the manufacturer, and the MRP (maximum retail price).
・Right to choose: Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive the service.
・Right to seek redressal: Consumers have the right to seek redressal against unfair trade practices and exploitation. If any damage is done to a consumer, she has the right to get compensation depending on the degree of damage.
・Right to represent: The COPRA gives the consumers the right to represent in consumer courts. Thus, a 3 tier quasi-judicial system has been set at the district, state and national levels for redressal of consumer disputes.
Q. What are the various ways in which consumers are exploited?
A. Consumers are exploited in the following ways-
・Sometimes traders indulge in unfair practices such as when shopkeepers weigh less than what they should, or when traders add charges that were not mentioned before.
・Sale of adulterated or defective goods, hoarding, and black marketing are also few of the ways in which the consumers are exploited.
・At times false information is passed on through media and other sources, by the wealthy and powerful companies, to attract consumers.
・Many times consumers are made to believe that it is their responsibility to be careful while buying a commodity or service, and not the responsibility of the producer or seller.
・Many times sellers/producers show negligence in enforcing safety standards in their products or services. This is another way in which consumers are exploited.
・Sometimes consumers are denied their right to choose. They are forced to buy goods/services which they don't want to.
Q. Give and explain with suitable examples to elaborate the meaning of 'Right to choose' and 'Right to be informed' as provided under COPRA.
A. The right to choose and the right to be informed are two of the rights provided to consumers by the COPRA (1986).
・Right to be informed: Consumers have the right to be informed about the particulars of goods and services that they purchase like the ingredients used, price, batch number, date of manufacture, expiry date, the address of the manufacturer, and the MRP (maximum retail price).
e.g. When we buy medicines, we might find 'directions for proper use' and information relating to side effects and risks associated with usage of that medicine.
Similarly, when we buy garments, we find information on 'instructions for washing. This is because we as consumers have the right to all such information about a good or service.
・Right to choose: Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive the service.
e.g. Suppose if you want to buy a toothbrush and the shopkeeper says that she can only sell the toothpaste only if you buy a toothbrush. If you are not interested in buying the toothbrush, your right to choose is denied.
Similarly sometimes gas supply dealers insist that you have to buy the stove from them when you take a new connection. In this way, consumers are many times forced to buy things they may not wish to and thus they are denied their right to choose.
Q. Why are rules and regulations required in the marketplace? Illustrate with a few examples.
A.・Rules and regulations are required in the marketplace for the protection of consumers. Individual consumers often find themselves in a weak position.
・Whenever there is a complaint regarding a good or a service that had been bought, the seller tries to shift the responsibility to the buyer.
・Consumers are exploited in various ways in the marketplace e.g. when shopkeepers sell adulterated/defective goods or add charges that were not mentioned before etc.
・Markets don't work fair when the producers are few and powerful wheres the consumers purchase in small amounts and are scattered. This happens especially when large companies are producing these goods.
・These companies with wealth, reach, and power can manipulate the markets. At times these pass on false information through media and other sources to attract consumers.
e.g. A long battle had to be fought with court cases to make cigarette manufacturing companies accept that their product could cause cancer. Hence, there is a need for rules and regulations to ensure protection for consumers.
Q. Explain briefly the 3 tier quasi-judicial machinery under COPRA.
A. Under the COPRA, a 3 tier quasi-judicial machinery at the district, state and national levels was set up for the redressal of consumer disputes.
・The district level court deals with cases involving claims upto Rs. 20 lakhs, the state level courts between Rs. 20 lakhs and 1 crore and the national level courts deal with cases involving claims exceeding Rs. 1 crore.
・If a case is dismissed in the district level court, the consumer can also appeal to state and then in National level courts.
・This system has enabled the consumers to have the right to represent in the consumer courts.
Q. Explain the rights of a consumer enshrined in the Consumer Protection Act of 1986.
OR
Explain five rights of the consumers that protect them from exploitation in the marketplace.
A. The COPRA of 1986 gives the consumers the following rights-
・Right to safety: The consumers, have the right to be protected against the marketing of goods and delivery of services that are hazardous to life and property. Producers need to strictly follow the required safety rules and regulations.
・Right to be informed: Consumers have the right to be informed about the particulars of goods and services that they purchase like the ingredients used, price, batch number, date of manufacture, expiry date, the address of the manufacturer, and the MRP (maximum retail price).
・Right to choose: Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive the service.
・Right to seek redressal: Consumers have the right to seek redressal against unfair trade practices and exploitation. If any damage is done to a consumer, she has the right to get compensation depending on the degree of damage.
・Right to represent: The COPRA gives the consumers the right to represent in consumer courts. Thus, a 3 tier quasi-judicial system has been set at the district, state and national levels for redressal of consumer disputes.
Q. What are the various ways in which consumers are exploited?
A. Consumers are exploited in the following ways-
・Sometimes traders indulge in unfair practices such as when shopkeepers weigh less than what they should, or when traders add charges that were not mentioned before.
・Sale of adulterated or defective goods, hoarding, and black marketing are also few of the ways in which the consumers are exploited.
・At times false information is passed on through media and other sources, by the wealthy and powerful companies, to attract consumers.
・Many times consumers are made to believe that it is their responsibility to be careful while buying a commodity or service, and not the responsibility of the producer or seller.
・Many times sellers/producers show negligence in enforcing safety standards in their products or services. This is another way in which consumers are exploited.
・Sometimes consumers are denied their right to choose. They are forced to buy goods/services which they don't want to.
Q. Give and explain with suitable examples to elaborate the meaning of 'Right to choose' and 'Right to be informed' as provided under COPRA.
A. The right to choose and the right to be informed are two of the rights provided to consumers by the COPRA (1986).
・Right to be informed: Consumers have the right to be informed about the particulars of goods and services that they purchase like the ingredients used, price, batch number, date of manufacture, expiry date, the address of the manufacturer, and the MRP (maximum retail price).
e.g. When we buy medicines, we might find 'directions for proper use' and information relating to side effects and risks associated with usage of that medicine.
Similarly, when we buy garments, we find information on 'instructions for washing. This is because we as consumers have the right to all such information about a good or service.
・Right to choose: Any consumer who receives a service in whatever capacity, regardless of age, gender and nature of service, has the right to choose whether to continue to receive the service.
e.g. Suppose if you want to buy a toothbrush and the shopkeeper says that she can only sell the toothpaste only if you buy a toothbrush. If you are not interested in buying the toothbrush, your right to choose is denied.
Similarly sometimes gas supply dealers insist that you have to buy the stove from them when you take a new connection. In this way, consumers are many times forced to buy things they may not wish to and thus they are denied their right to choose.
Q. Why are rules and regulations required in the marketplace? Illustrate with a few examples.
A.・Rules and regulations are required in the marketplace for the protection of consumers. Individual consumers often find themselves in a weak position.
・Whenever there is a complaint regarding a good or a service that had been bought, the seller tries to shift the responsibility to the buyer.
・Consumers are exploited in various ways in the marketplace e.g. when shopkeepers sell adulterated/defective goods or add charges that were not mentioned before etc.
・Markets don't work fair when the producers are few and powerful wheres the consumers purchase in small amounts and are scattered. This happens especially when large companies are producing these goods.
・These companies with wealth, reach, and power can manipulate the markets. At times these pass on false information through media and other sources to attract consumers.
e.g. A long battle had to be fought with court cases to make cigarette manufacturing companies accept that their product could cause cancer. Hence, there is a need for rules and regulations to ensure protection for consumers.
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