Session: 2019-20 By Ajeet Sir

Consumer Rights
Political Science
Class-10

Consumer in the market place

Participation of consumers
Board Questions:
We participate in two ways-
1. How do we participate in the markets as
• As producer- we produce goods and services by working in any
Producers and consumers? Explain with
sector – agricultural, industry or service
three examples. (2013)
• As consumer – we buy goods and services as per our needs. 2. In which two different forms do we
• Example: a farmer is a producer when he grows cereals and he is a participate in the market? (2010)
consumer when he buys agricultural implements.

Need for rules and regulations for the protection of consumers

• To save consumers from the unethical and mal-practices of the markets Board Questions:
• Consumers often find themselves in a weak position after the sale is
1. Why are rules and regulations required
completed
for the protection of Consumers'
• Sellers tend to pass shift the responsibility on the buyers interests in the market place? Justify
• Markets do not work in a fair manner and explain with examples. (2010, 13,
• False information is passed through the media (example of powder milk, 14, 16)
page 76-77)
• There is a lack of proper awareness amongst consumers

Factors causing exploitation of consumers:

Board Questions:
• Limited information - consumers are not aware of their rights and 1. What are the factors which cause
• Low literacy and awareness – Consumers are not able to judge different the exploitation of consumers? Explain
with three factors. (2016)
products- quality, adulteration, extra charges on MRP.
• Limited competition and manipulation of market – Markets are not fair when producers are few and consumers
are scattered because the large companies are able to manipulate the market with their huge wealth and power.
• Low supply, hoarding and black marketing- Consumers also fall prey to such unethical of markets.

Different ways in which Consumers are exploited

Board Questions:
• Underweight and under-measurement – Shopkeepers indulge in unfair trade [Link] ways in which
Consumers are exploited in the
practices to under-eye and under-measurement things than their actual weight
market. (2008, 09, 12, 16)
and measure
• Adulteration of goods – Adulteration dilutes the purity of goods like oil, ghee, milk, spices etc. It causes loss of
health and money to consumers.
• Defective goods – Selling of defective goods and items and expired medicines.

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• False and incomplete information – Fake and incomplete information about products are passed through the
media.
• Manipulation of market – The big companies having great wealth and power try to manipulate markets
• Poor after sale service- It is also a big problem with many companies. Consumers have to suffer for this.
• Charging higher than MRP
• Duplicity of products – fake and duplicate items are sold in the name of genuine products

Unfair market conditions or manipulation of markets: Board Questions:

1. Explain the circumstances under
The market conditions become unfair when a few producers control the supply which markets do not work in a fair
over the scattered Consumers. The companies with huge wealth and power try to manner. (2012)
manipulate market in various ways. 2. How do the large companies
They pass on false information through the media to attract consumers. manipulate the market? Explain with
Example: A company selling baby powder milk claimed to have most scientific examples. (2015)
product even better than mother’s milk. After years of litigation the company
admitted making false claims.

Consumer Movement

Dissatisfaction of Consumers in the market place has been the basis of Consumer movements

Factors that have birth to Consumer Movements:

Board Questions:
• Unfair and unethical trade practices in the market place 1. What factors gave birth to Consumer
• Consumers were held responsible for any wrong buying of products Movement in India? Trace its evolution.
and services (2009, 11, 14)
• Lack of any legal system of Consumer protection against market place 2. How has the consumer movement
malpractices evolved? (2012)
3. “The Consumer movement arose out of
In India – the cause of rise of consumer movement-
dissatisfaction of the consumers”. Justify
• Rampant food shortages, hoarding, black marketing, adulteration v food the statement with arguments. (2016)
and edible oil

Evolution of Consumer Movements in India:

• In 1960s, The Consumer Movements started in the form a 'social force' against market place malpractices
• The consumer movements felt it a necessity to make efforts to protect and promote consumer interests
• Till 1970s Consumer organisations wrote articles and held exhibitions to highlight unfair trade practices
• Consumer groups looked into the malpractices at ration shops and overcrowding in the road passenger
transport
• Consumer movements succeeded in getting business firms to correct business conducts
• In 1986 COPRA was enacted to safeguard consumer interests

Consumers International (CI)

In 1985 UN adopted the UN guidelines for consumer protection

CI has become a global foundation for Consumer Movement
It asks for formation of Consumer Advocacy Groups
It is an umbrella body to over 220-member organisations from over 115 countries.

COPRA (Consumer Protection Act-24 Dec, 1986)

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It was a landmark step toward safeguarding the interests of the consumers. The Consumer Movement in India forced
the government to make this law to protect consumers from the malpractices at the market place and anti-consumer
trade practices by the producers and traders.

Features of COPRA.

• It was enacted by government on 24 Dec, 1986 and came into effect on Board Questions:
1July, 1987 Why was the Consumer Protection Act
• It has to the setting up of separate Consumer Affairs departments in central enacted by the Parliament? (2015)
and state governments
• It gives various Consumer Rights to consumers
• It provides a separate three-tier quasi-judicial machinery at the nation, state and district levels
• It also establishes Consumer Protection councils to protect consumers
• 24th December is celebrated as 'National Consumer’s Day.

The rights of consumers under COPRA

i. Right to safety- The consumers have right to to be protected against production and marketing of goods and
services which may be hazardous to life and property.
e.g. the defective safety valve of a pressure cooker can cause
Board Questions:
accident
ii. Right to be informed– Consumers have the right to be 1. Explain the rights of a consumer as enshrined.
informed about the particulars of goods and services that they (2011)
purchase. E.g. In case of a commodity- details about 2. Explain any five rights of consumers that
ingredients used, prices, batch number, date of manicure and protect them from exploitation in the market
place. (2017 sample paper)
expiry and address. The . of India enacted RTI in 2005. (यहां पर
3. Give one example of violation of consumer’s
RTI के बारे म� जानना जरूर� है पर ये टॉ�पक बाद म� अलग हे �डंग right to choose. (2017 sample paper)
म� �मलेगा)
iii. Right to choose – Any Consumer who receives a service has the right to choose whether to continue or not
to receive the service. E.g. The case of Abhirami (book, page, 81). Sometimes we are forced to buy things
against our wish. E.g. brush with toothpaste and stove with cylinder.
iv. Right to seek redressal – Consumers have the right to seek redressal and be compensated if consumers
become victim to the market place trading mal-practices and find any product defective or service deficient or
any damage is done to a Consumer. E.g. the case of Prakash whose money-order did not reach in time and he
field a case at district level Consumer court. (यहां consumer court के बारे म� भी जानना जरूर� है पर ये आगे
अलग हे �डंग म� �मलेगा)
v. Right to represent – A Consumer has the right to represent in the Consumer court. If he needs he can
approach higher Consumer courts at state and national level to represent his case

(redressal of consumer disputes)

Under COPRA a three-tier quasi-judicial machinery at the district level was set up for redressal of Consumer disputes.
Consumers can exercise their right to represent in the courts and get the redressal.

1. District level court (District Forum) - deals with the cases involving claims up to RS 20 Lakhs

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2. State level court (State Consumer Commission) - cases Board Questions:

between ₹20lakhs - ₹1 crore.
1. Describe the provisions made under Consumer
3. National level court (National Consumer Commission) case Protection Act, 1986, for redressal of consumer
disputes. (2013)
involving claims more than ₹one crore 2. Explain briefly the three-tier quasi-judicial machinery
(courts) set up under the Copra. 1986. (2011, 12, 13)
Under the right to represent consumers can approach to higher. 3. What are the institutions set up under COPRA for the
Consumer courts if they are not satisfied with verdict of lower redressal of grievances.? Explain. (2011)
courts at district and state level. 4. How can Consumer get justice when his rights are
denied? (2012)
These courts look into grievances, complaints of consumers 5. Explain with an example how you can use the right to
against manufacturers and traders and provide them necessary seek redressal? (2013, 15)
and due relief and compensation.

Helping agencies to consumers

Consumer Forums! (or protection Council)

These are the result of consumer movement. These are Many such organisations came
Board Questions:
to be established. They help consumers in the following.
1. How do Consumer Protection
Councils help consumers?
• They guide and educate consumers in filing the case in consumer courts Explain three ways. (2011, 12)
• They also represent individuals in consumer courts
• They create awareness among people about their rights as consumers
• These organisations also get fund from the government for creating awareness among people
• Their main focus is on the protection of the Consumers

Residential Welfare Associations

In residential colonies such associations take up the cases of cheating or unfair trade practices to protect the consumers.

RTI (Came into force on 12 Oct, 2005)

Significance, impact and importance of RTI

Board Questions:
• It is a tool to participative democracy empowering citizens of India 1. How are consumers enjoying the ‘right to be
• Ensures quick access to information about the functions of got informed’ in their daily life? Explain with
department and other public authorities examples. (2019)
• Brings transparency and accountability in the working of government 2. Explain with examples the impact of RTI . (2014)
3. How far RTI of 2005 is the improvement over
• It entails timely response to applicants
previous Act? Explain. (2013)
4. How can a Consumer use his Right to
Impact on consumers: Consumers get info on products regarding MRP, Information when he is not satisfied with the
manufacturing, expiry, contact and address etc. They can complain in case of any service he gets? (2013)
defective product or deficient service.
e.g.- 1. Fire RTI was filed on 12 Oct, 2005 by Zahid Raza Burney to a police station in Pune
2. the case of Amritha (page, 80 text book)
Board Questions:
Taking the Consumer movement forward 1. How can consumer awareness be spread
among consumers to avoid exploitation in the
Consumer awareness market place ? Explain any three ways. (2018)

• Consumers should be aware of their rights and duties to get a fair 2. “Consumer awareness is essential to avoid
exploitation in the market place”. Support the
treatment in market place. It is better to be careful in purchases to avoid
statement. (2016)
any mishap or any inconvenience.
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• 24, December is observed as ‘National Consumers ‘Day’ to create awareness among consumers. The Consumer
movement has moved ahead in as more and more Consumer groups have come up.
• Campaigns like 'Jogo Grahak Jogo' are aimed at creating awareness
• But, yet, the Consumer awareness is at slow pace Consumer awareness is must to enjoy the rights of consumers
in choosing and be informed and getting redressal in case of complaints.

Obstacles to consumer awareness ( The redressal process is becoming cumbersome)

The Consumer redressal process is becoming cumbersome, expensive and time consuming .

• Many a time lawyers need to be engaged Board Questions:

• Time is required for filing and attending court cases 1. How can consumers use their rights to seek
redressal? Explain with example. (2019)
• Mostly purchases are small retail sales
2. How is the Consumer redressal process
• Evidences is not easy to gather in purchases where cash memo becoming cumbersome? Give four reasons.
are not issued (2010, 11, 12)

• The existing laws are not clear on issues of compensation in case 3. "Consumer awareness in India faced so many
obstacles had not been an easy growth". Explain.
of any injury by defective products (2013)
• Implementation and enforcement of laws are weak, especially in
unorganised sector
• Rules and regulations for working of markets are often not followed

Role of Consumers to show solidarity with Consumer movement

• Consumers should realise their importance

• They should actively involve in Consumer movement
• Consumer should volunteer and struggle to boost Consumer movement
• Participation of one and all can make Consumer movement effective
• Media cam play a great role in mobilising public support to Consumer Movement and create awareness

Duties of consumers

Duties of consumers while making a purchase

1. Be careful about the quality, warrantee and after sale services of the products and services
2. Ask for cash memo
3. Look for Marks of quality like Isi, Agar, etc
4. Be aware of the Consumer rights
5. Not be misguided by claims of advertisements
6. Go through the reviews of the products and services via media
7. Form or be a part of any consumer organisation to show solidarity with the consumer movement
8. Any complaints regarding products and services should be raised at relevant platforms

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Standardization of products:

Role of logos.

Standardisation certificates are not necessary for all products but Logos and certification
assures of quality. Consumers can know the quality standards of the goods and services Board Questions:

by seeing the different logos and certification issued for the products. 1. How do the logos and
certification on cover help
the consumers to buy
Certification is mandatory for- standardised products?
(2013)
• The products which affect the health and safety of Consumer
• Products of mass consumption
• E.g. LPG cylinders, food colours, cement, packaged drinking water etc

Organisations that issue certification:

[Link] of Indian Standards (BIS) – It issues ISI (Indian Standards Institution) mark certification for industrial,
electrical appliances and Consumer goods. Such certification is issued after judging the products on scientific and
quality standard basis. E.g. Cement, packaged drinking water

[Link]- It is issued for agricultural sector products and monitored by the DMI (Directorate of Marketing and
Intelligence) e.g. honey, masala,

3. Hallmark (issued by BIS)- (AI hallmark) certifies the purity of gold jewellery.

Efforts by government to protect the interests of Consumers:

1. COPRA (1986)
2. RTI (2005)
3. Standardisation of products ( ISI , Agmark- , Hallmark)
4. 24 December, is observed as ‘National Consumers Day'
5. Campaigns like 'Jago Grahak Jago'

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