LATEST CBSE QUESTIONS

QUESTION,1:
MrAksha, a20 year old college student, purchased a boak onlinefren XYZ PLtd. and
when it was delivered, he noticed that there was no MRP mentioned on it. He browsed the
internet and found that the book was sold at different prices in different places. He filed a
case in District forum against the publisher. The court held in favour of Akohe and awarded
acompernsation of t00025, 0 (CBSE Sampje Paper 2023-2024)
ANSWER: 8hek
(a) Right to be informed: According to this right, the consumer has a right to get complete
information about the product he/she is willing to buy like, its contents, name of the
manufacturer, date of manufacture, expiry date, price, quantity, directions for use, etc
As per the laws, in India it is compulsory for the manufacturer to make
information on the package and label of the product.) available such
(b) Right to seek redressal: According to this right, the
in case the product or service falls short of consumer has a right to get reliet
is entitled to suitable relief under the his/her expectationsJA grieved consumer
the price, replacement of the product, Consumer ProtectiorAct This includes refund of
removal
paid for any loss or injury suffered by the of defect in the product, compensation
consumer, etc
QUESTION2:
microwave on Diwali from a leading electronic store. The
Ankush bought ISIa high end
mark and Ankush diligently went through the instruction manual so
microwave had However, due to faulty wiring there was a short-circuit in the
could use it properly.
that he called up the consumer helpline of the company many times but no solution
microwave. He now decided to file a case in the consunmer court.
provided by the company. Ankush
S
was
and explainthe right which Ankush will exercise.
(a) Identify responsibilities which Ankush had fulfilled while purchasing and using the
(b) State two (Delhi Comptt. 2023)
microwave.

ANSWER:
a right to get relief
lo) Right to seek redressal: According to this right, the consumer hasA grieved consumer ai
in case the product or service falls short of his/her expectations.
refund of
is entitled to suitable relief under the Consumer Protection Act. This includes
the price, replacement of the product, removal of defect in the product, compensation
consumer, etc.
paid for any loss or injury suffered by the
(b) The two responsibilities which Ankush had fulfilled while purchasing and using the
microwave are:
(i) Buy only standardised goods in order to be assured of its quality.
(i) Learn about the risks associated with products and services and must follow
manufacturer's instructions and use the products safely.
QUESTION 3:
After completing his studies, Mahesh started working in a Non-Governmental Organisation
(NGO) as an Administrative Officer. The organisation is engaged in activities related to
consumer welfare. One day when his mother returned home after shopping, she gave him
the mixed fruit juice which she had bought. After consuming the juice, Mahesh started feeling
uneasy. On checking, he found that the juice packet purchased was without FPO mark. He
realised that there is a strong need to educate consumers about the role of NGOs before
buying any good or service. State any six functions which the NGOs can perform to impart
knowledge and educate consumers. (Delhi Comptt. 2020)
ANSWER:
The six functions which the NGOS can perform to impart knowledge and educate consumers
are listed below: (any six)
0) he consumer organisations and non-governmental organisations work consistently
towards providing education to the general public on the subject of consumer rights.
hey undertake
about the publication of periodicals
varied issues of consumer interest.
and other publications to communicate
Organisation carry out comparative tests ascertain the quality standards of
(d)
different types of consumer products in accredited laboratories and provide feedback.
They necessary confidence and support to the grieved consumers so as to enable them
protest
strongly and take an exploitative and unfair trade
practices of the marketers. action against unnscrupulous,
(e) They
though extend legal assistance to consumers required for seeking legal justification
) They alsoguidance, legal advice etc.
take initiative and file complaints in appropriate consumer courts on behalf
of the consumers.
Consumer Protection > 343
ith a uonal
p strucPertormed Decause
in Consumer cOurts in the
procedure by in filing cases
initiate a legal individual.
(8) They may alsogeneral public, not for any
interest of the
monthe
QUESTION 4
organisation. It organized workshops in the to Pla
consumer Food From Farm
VOICE is an important for consumers. The theme was "Organic encourage consumers
December in Delhi/NCR importance of organic farming
and to
to spread awareness on the
contains chemicals and pesticides to organic food. Exper.
in
switch conventional food, that
community explained the harmful effects of usage of pesticides
organisaion
speakers from farmers' of organic food. People were intormed that the pesticides
farming and the importance or
adulteration like presence of heavy metalsVoice' to make
regularly tests samples to detect in their monthly magazine
'Consumer
The results of the tests are published products. It also provides aid and legal advice to the
people aware of quality of different
consumers in seeking a remedy.
State the functions performed by the Consumer Voice for the protection and promotion
abOve para. (CBSE, Delhi, 2019)
of consumer interest by quoting lines from the
ANSWER:
The various functions performed by the consumer voice for the protection and the
promotion
of consumer interest are described below:
(a) The consumer organisations and non-governmental organisations work consistently
towards providing education to the general public on the subject of consumer rights.
Lines from paragraph - " Organise workshops in the month of December in Delhi/
NCR for consumers. the theme was Organic Food - From Farm to Plate, to spread
awareness on the importance of organic farming and to encourage consumers to switch
from conventional food that contains chemicals and pesticides to organic food. Expert
speakers from farmers community explain the harmful effects of usage of pesticides
in farming and the importance of organic food."
() These organisation carry out comparative tests ascertain the quality standards of
different types of consumer products in accredited laboratories and provide feedback.
Lines from paragraph - "People were informed that the organisation regularly test
samples to detect adulteration like presence of heavy metals or pesticides."
(c) They undertake the publication of periodicals and other
about varied issues of consumer interest. publications to communicate
Lines from paragraph - "The result of the testicle published in their
consumer voice make people aware of the quality of different monthly magazine
(d) They extend legal assistance to consumers products."
though guidance, legal advice etc. required for seeking legal justification
Lines from paragraph - "It also provides aid and legal
seeking a remedy." advice to the consumers in
iON S:
purchased a bike from SenathASHA
replace, if necessary, within six months orAutomobiles
5,000 kms of
with a written guarantee to repair
After covering the distance of g00 kms in distance travelled whichever is earlier.
two
problems. Vial took the bike to the dealer who months, the gears of the bike
refused to listen to his started givt
confused abouewhat he should do. Suggest the complaint.
case. rights that Vivekmay exercise in theHe was
abov
344 Case Studies Mentor in Business Studies-XL
Vansh (CBSE, OD 2019)
 ANSWER:
case by ttvek.
Richt to be heard may be exercised in the above
QUESTION 6:
her
Sharma who works as a guard in a school, purchased two shirts for 460 each for
Rita When she went back home, she realised that the shirt was small in size for her son.
Ron
She decided to ask for return of money or exchange of the shirt with an appropriate size.
Rita Sharma was
But the store owner refused to return the money or exchange the shirt.
disheartened. Her friend advised her to go to 'Seva Sadan', an autonomous voluntary
organisation working for the protection of consumer welfare.
The orgarnisation helped her by explaining to her the legal procedure, as well as educated her
about her rights as a consumer and helped her in filing the complaint and getting relief. With
from the store. Enumerate the
the help of the organisation Rita was able to get her money back voluntary
rights of a consumer which Rita Sharma was able to exercise with the help of the
organisation.
ANSWER:
of the
The rights of a consumer which Rita Sharma was able to exercise with the help
voluntary orgarisation are described below:
(a) Right to consumer education: According to this right, the consumer has a right to
gain knowledge and to be a well informed consumer throughout life.
(6) Right to be heard: According to this right,the consumer has a right to file acomplaint
and to be heard in case of dissatisfaction with agood or a service.
(c) Right to seek redressal: According to this right, the consumer has a right to get relief
in case the product or service falls short of his/her expectations.
QUESTION 7:
Suman wanted to purchase a sandwich toaster. She checked about the various sandwich
toasters available online and compared the prices so that an intelligent and wise choice
could be made. Then she went to a nearby market to buy the sarndwich toaster. Being an
informed consumer, she looked for the correct standardisation mark. The shopkeeper showed
her different toasters but was quoting a higher price than the price she had checked online.
After negotiating with the shopkeeper, she was able to bring the price down. As a responsible
Consumer, she asked for a cash memo, against the amount paid for the product and took
the toaster home. On opening the package, she found an instruction booklet, which she read
carefully. Then she followed all instructions step-by-step and made nicely toasted paneer
sandwiches for her family.
(a) State any two responsibilities, which have been discharged by Suman, besides asking
for acash memmo.
0) Explain the two rights being discussed in the abovecase. (CBSE, OD 2019)
ANSWER:
") ne two responsibilities, which have been discharged by Suman, besides asking tor a
cash memo are listed below:
() Buy only standardised goods in order to be assured of its quality.
edrn about the risks associated with products and services and must folow
manutacturer's instructions and use the products safely.
Consumer Protection º 345
 (b) The two rights being discussed in the above case are described below:
() Right to safety: The consumer has a right to be protected against goods and servio
which are hazardous to life and health. They should check for the
standardization
mark before buying a product so as to be assured about its quality.The market
should not use sub standard or poor quality raw material to manufacture g0ods
which do not conform to the safety norms.
(ii) Right to be assured: According to this right, the consumer has the freedom o
choose from a variety of products according to his/her needs and desires, The
products should be offered at fair and justified prices to the consumers. In order
to propagate this right it is essential that the marketers should offer a wide variety
of products in terms of quality, brand, prices, size, etc. and allow the
make a choice from amongst these. Under no circumstances any sellerconsumer to
is allowed
to force the customer to buy a particular brand only.
QUESTION 8:
Sumit purchased as ISI marked washing machine of a famous brand 'MG' from
Ltd. The shopkeeper asked him to wait for two days for TG Electronics
friend, Vivek was very fond of experimenting with new electronicsinstallation of the machine. His
that there is no need to wait for the products. He told Sumit
company's
that he could do it. So, both of them installed representative install the nachine and
to
machine without following the manufacturer
instructions. Initially the machine worked effectively and the wash was good. But after two
days the machine stared stopping in between the wash
best to start the machine but failed in their efforts. cycle. Sumit and Vivek tried their
Ltd. which refused to provide any service on the Sumit therefore approached TG Electronics
was not done by the plea that the installation of the machine
company.
(a) State theresponsibility which Sumit had to fulfill as an aware consumer to get
services of the company. ) the
\ Explain briefly any two rights which Sumit could have exercised had he
responsibility identified in part (a). fulfilled his
(CBSE, Delhi 2018)
ANSWER:
(a) The responsibility which Sumit had to fulfil as an aware consumer to get the
of the company is to learn about the risks services
associated with products and services, follow
manufacturer's instructions and use the
(b) The two rights which Sumit could have products safely.
are described below: exercised had he fulfilled his responsibility
() Right to be Heard: According to the Right to be
file a case and be heard in case Heard, a consumer has a right to
he/she is not satisfied with any product or service.
In order to promote this right most of the
reputed firms have set up a Consumer
helpline cells. Moreover the consumer organisations help the consumers in nut
and perusal of complaints.
(ii) Right to Seek Redressal: According to the Right to
Seek Redressal, the grieveu
consumner has the right to get relief in case the product or service falls Shot.
his expectation. The various reliefs available to
the consumers includes refund
amount paid for the goods, replacement of goods, removal of defects,
for any loss suffered etc. compensa

346 Case Studies Mentor in Business Studies-XIJ

COm
CIres cema
1.
QUESTION 9: an
ih the right of a consumer under Consumer Protection Act, 1986 which Consumer ber
nisationshelp aconsumer to claim by pertorming the function of "encouraging consumers
trongly protest and take an action against unscrupulous, exploitative and unfair trade
practices of sellers" (CBSE, Sample Paper, 2018)
ANSWER:
Right to be heard is the right of a consumer under Consumer Protection Act, 1986 throuch
which Consumer organisations help a consumer to claim by performing the function of
"encouraging consumers to strongly protest and take an action against unscrupulous,.
exploitative and unfair trade practices of sellers"