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Kerala State Syllabus 10th Standard Social Science Solutions Part 2 Chapter 10 Consumer: Satisfaction and Protection
Consumer: Satisfaction and Protection TextBook Questions and Answers
Question 1.
What do you mean by consumption?
Answer:
Consumption means the buying and use of goods and services by people in order to satisfy their needs.
Question 2.
Who is a consumer?
Answer:
Consumer is a buying or spending unit. In other words, consumer is one who buys and uses goods and services after paying the price.
Question 3.
While using goods and services, what all things does a consumer expect? Complete the list.
Answer:
1. Quality
2. ………..
3………….
4. ………..
Answer:
Quality
Reliability
Fair price
After-sale service
Question 4.
What do you mean by consumer satisfaction?
Answer:
The fulfillment of consumer’s needs through the consumption of goods and services is called consumer satisfaction.
Question 5.
There are a three-tier system of consumer courts in India. Which are they?
Answer:
- District Consumer Disputes Redressal Forum
- State Consumer Disputes Redressal Commission
- National Consumer Disputes Redressal Commission
Question 6.
Identify the problems faced by the consumers day today.
Answer:
- Defective weights and measures
- Adulteration and poor quality of goods
- Extracting excess price
- Selling expired goods
- Lack of standardized goods
- Delay in providing services.
Question 7.
Describe the structure and powers of the consumer courts in India.
Answer:
The Consumer Protection Act of 1986, seeks to protect and promote the interests of consumers. The Act provides for the setting up of a three-tier machinery consisting of District Forums. State Commissions and the National Commission. It also provides for the formation of consumer protection councils in every district and state and at the apex level.
District Forum:
Structure: The District Consumer Dispute Redressal Forum functions at the district level. It consists of a President and two other members, one of whom should be a woman. They are all appointed by the state government.
Power:
A complaint can be made to the District Forum when the value of the goods or services in question, along with the compensation claimed, does not exceed 20 lakhs. On receiving the complaint, the District Forum shall refer the complaint to the party against whom the complaint is filled. If required, the goods shall be sent for testing in a laboratory. The District Forum shall pass an order after considering the test report. If the aggrieved party is not satisfied with the verdict of the District Forum. He can appeal before the State Commission within 30 days of the passing of the order.
State Commission:
Structure: The State Consumer Disputes Redressal Commission functions at the state level. It consists of a President and not less than two other members, one of whom should be a woman. They are all appointed by the state government
Power: A complaint can be made to the State Commission when the value of the goods or services in question, along with the compensation claimed, exceeds Rs. 20 lakhs, but does not exceed Rs.1 crore. The Commission shall pass an order after considering the test report from the laboratory. In case the grieved party is not satisfied, he can appear before the National Commission within 30 days of the passing of the order.
National Forum:
Structure: The National Consumer Disputes Redressal Commission functions at the national, level. It consists of a President and atleast 4 other members, one of whom should be a woman. They are all appointed by the Central Government.
Power:
A complaint can be made to the National Commission when the value of the goods and services in question, along with the compensation claimed, exceeds Rs. 1 crore. The Commission passes the order after following the necessary procedures.
Question 8.
Point out important features of consumer courts.
Answer:
- Consumer courts assure justice quickly.
- The procedures are very simple.
- The cost of case or trial is less.
Question 9.
Identify the methods to be adopted for consumer education.
Answer:
- Observation of consumer day.
- Organize awareness programs
- Include consumer rights a part of curriculum.
- Conduct seminars and workshops on consumer
- Rights and problems
- Provide legal assistance.
Question 10.
What are the rights guaranteed by the Consumer Protection Act of 1986?
Answer:
- The right to be protected against the marketing of goods and services which are hazardous to life and property.
- The right to be informed about the quality, quan¬tity, standard and prices of goods and services.
- The right to have access to a variety of goods and services at a reasonable price.
- The right to seek redressal against unfair trade practices or in case the product or service falls short of the expectations of the consumer.
- The right to consumer education.
Question 11.
Name the departments and institutions functioning at the administrative level for the protection of consumer rights.
Answer:
- Legal Metrology Department.
- Food Safety Department
- Central Drugs Standard Control Organisation
- Drugs Control Department
- Food Safety and Standard Authority of India.
Question 12.
Apart from the Consumer Protection Act of 1986, there are several laws passed in India for consumer protection. Examine.
Answer:
1) The Sale of Goods Act 1930: The Act ensures that the provisions for the purchase of goods are observed. The Act provides safeguards to the buyers of the goods in case the goods do not comply with express or implied conditions or warranties, guarantee, warranty, and aftersale service come under the purview of this Act.
2) The Agricultural Produce (Grading and Marketing) Act 1937: The Act prescribes grade standards for agricultural commodities and livestock products (wheat, gram, flour, ghee). The Act stipulates the conditions and standards for grading, marking and packing these products. The quality mark provided under the Act is known asAGMARK, an acronym for Agricultural Marketing.
3) The Essential Commodities Act 1955: The Act aims at controlling production, supply and distribution of essential commodities and ensure that these commodities and essential services are available in the market at reasonable price. The Act gives protection to consumers from profiteering, hoarding, and black marketing
4) The Standard of Weights and Measures Act 1976: The Act provides protection to consumers against the malpractice of underweight or under measure of the products. The Act prevents the use of non-standard weights and measures
Question 13.
Do you think that consumer education is inevitable today? Give reasons.
Answer:
Yes, consumer education is inevitable today. This is because
- consumption has become a complex process
- there are widespread exploitation
- there are widespread ignorance of consumers
- they lack consumer organizations
Question 14.
Complete the table.
| Department/Institution | Measures |
| 1. Legal Metrology Department | 1. |
| 2. | 2. Assures the quality of food products |
| 3. Central Drugs Standard Control Organisation | 3. |
| 4. | 4. Assures the quality and safety of drugs |
| 5. Food Safety & Standard Authority of India | 5. |
Answer:
| Department/Institution | Measures |
| 1. Legal Metrology Department | 6. Assures accuracy in weights and measures |
| 2. Food Safety Department | 7. Assures the quality of food products |
| 3. Central Drugs Standard Control Organisation | 8. Controls the price of drugs |
| 4. Drugs Control Department | 9. Assures the quality and safety of drugs |
| 5. Food Safety & Standard Authority of India | 10.Assures the quality of food products in the different stages of production, distribution storage, sale and import |
Question 15.
National Consumer Day is ……………
Answer:
December 24
Question 16.
Complete the following table showing products and institutions relating to the standardized marks.
| ISI | |
| ISO | |
| BIS | |
| AGMARK | |
| FPO | |
| CE |
Answer:
| ISI | Paper, paint, electrical goods |
| ISO | Banks, hospitals |
| BIS | Gold |
| AGMARK | Agricultural and forest products |
| FPO | Jams, pickles, juices |
| CE | Electrical and electronic goods |
Question 17.
Hallmark symbol shows the purity of ………….
Answer:
Gold ornaments
Question 18.
Give full form of FPO.
Answer:
Fruits products order
Question 19.
Prepare a note on Consumer Protection Act of 1986.
Answer:
The Act seeks to promote and protect the interests of consumers. It provides safeguards to consumers against defective goods, deficient services, unfair trade practices and other forms of their exploitation. The Act provides for the setting up of consumer courts at the district levels, state levels and national levels. It also provides for the formation of consumer protection councils in every district and state and at the apex level.
Question 20.
Identify the first act for consumer protection.
1. The sale of Goods Act
2. The Consumer Protection Act
3. The Essential Commodities Act
Answer:
The sale of Goods Act
Question 21.
Who gives ISI mark? On which products is this mark seen?
Answer:
- Bureau of Investigation Standards (BIS) issues the ISI mark to assure the required quality of products. BIS is the national standards body of India.
- ISI mark can be seen on electrical equipments, cement, paper, paint, gas cylinder, etc.
Question 22.
What is the service of ISO?
Answer:
- International Organization for Standardization (ISO) is an International Standard-Setting body. It certifies and assures the quality and standard of goods and services of more than 160 countries including India.
- ISO gives certification or approval to service institutions like hospitals, banks, and telecommunication and also to may products. ,
Question 23.
Match the following
| A | B |
| The Consumer Protection Act | 1955 |
| The Sale of Goods Act | 1937 |
| The Agricultural Produce Act | 1930 |
| The Essential Commodities Act | 1986 |
Answer:
| A | B |
| The Consumer Protection Act | 1986 |
| The Sale of Goods Act | 1930 |
| The Agricultural Produce Act | 1937 |
| The Essential Commodities Act | 1955 |
Let Us Assess
Question 24.
economic activities. Do you agree with this statement? Why?
Answer:
The statement is correct. The ultimate aim of all economic activities taking place around us is consumer’s satisfaction. Production, distribution, and consumption are mutually related economic activities. When the consumer does not get satisfaction from the use of some goods and services, they may be rejected in the market. It will affect their production and distribution adversely. It retards the growth of the economy.
Question 25.
What are the situations when consumers fall as victims of exploitation?
Answer:
- Selling at higher prices: The prices charged for the product will not be proportional to quality.
- Selling sub-standard products: Selling items whose quality is far below the required standard.
- Adulteration: Selling defective goods which are highly injurious to health.
- Product risk: Products that are banned or be-yond expiry date are sold.
- Underweight and under measurement: Shop-keepers weigh less than what they should.
- Delay in providing after-sale services.
- Unsatisfactory after-sale services.
Question 26.
What are the rights of the consumers included in the Consumer Protection Act of 1986?
Answer:
- The right to be protected against the marketing of goods and services which are hazardous to life and property.
- The right to be informed about the quality, quantity, standard and price of goods and services.
- The right to get quality goods and services at fair price.
- The right to seek redressal against unfair trade practices.
- The right to consumer education
- The right to choose.
- The right against consumer exploitation.
Question 27.
Consumer courts are the guardians of the protec¬tion of consumer’s rights. Substantiate.
Answer:
Consumer courts are systems which have the responsibility to provide legal assistance to consumers when they get unsatisfactory experiences from producers and distributors. They deal with causes of consumer disputes and grievances and play a decisive role in getting justice to the consumers, including compensation. Consumer courts protect the rights of the consumer and instill confidence in them and thus to bring about qualitative change in life. They ensure justice quickly through simple and less expensive procedures. So they are called the guardians of the rights of consumers.
Question 28.
Point out the means useful for consumer education.
Answer:
- Observation of days
- Awareness programmes
- Inclusion in curriculum
Question 29.
Consumer education is essential today. Why?
Answer:
- Consumer education helps to
- develop the ability to decide and choose intelligently
- demand safe, reliable and quality products
- be alert, informed and vigilant against malpractices in market.
- take suitable action when exploited.
Question 30.
Distinguish between consumption and consumer?
Answer:
- Consumption means the buying and use of goods and services by people in order to fulfill their needs.
- Consumer is the one who buys and uses goods and services after paying the price. In other words, consumers are people who buy goods and services to satisfy their needs.
Question 31.
How will you intervene in the consumer disputes in your locality?
Answer:
- Empower consumer by forming consumer orga¬nization.
- Organize classes by experts on consumer awareness
- Take initiative to submit cases of public interest in consumer court.
- Organize demonstrations peacefully.
- Distribute pamphlets on the topic.
Question 32.
How does the influence of advertisements affect the consumer harmfully? Explain with example.
Answer:
Almost all the advertisements in the modern media attract the attention of the consumers. Consumers become aware of the use of certain goods and services through advertisements. Consumers fall as victims of misleading advertisements. Often the goods advertised may not have the required quality or life. The consumers are cheated through advertisements by not giving the after-sale service, not giving the products shown in the advertisements and not giving the goods and services after accepting money. Housewives who are attracted by the beauty of dress materials in advertisement, buy low-quality clothes through online shopping is an example for this bad influence of advertisements. Misreading advertise¬ments to accelerate.sale are a curse to consumers.
Question 33.
Compare the working of Department of Legal Metrology and District Consumer Disputes Redressal Forum.
Answer:
| Department of Legal Metrology | District Consumer Disputes Redressal Forum |
| A department that protects the interest of consumer | Consumer court at the district level |
| Ensures the correct weight and measurement of goods | Settles disputes in cases valuing up to Rs. 20 lakhs |
Question 34.
A seminar is conducted in the school on World Consumer’s Rights Day. What points will be included as part of the presentation of the topic?
Answer:
- Importance of Consumer’s Day
- Rights of consumers
- Situations when the consumers are cheated
- Consumers Protection Act
- Consumer Courts
- Institutions and departments to protect the interest of consumers
- Social intervention
- Importance of consumer education
Question 35.
Consumer and consumption are interrelated. Substantiate citing examples.
Answer:
Consumption is the satisfaction of humon wants using goods and services a consumer is a person who purchases and uses goods and services by paying or agreeing to pay a price.
Question 36.
Give examples for the situations in which consumers are cheated or exploited.
Answer:
- Selling low-quality products
- Adulteration
- Charging excess price
- Manipulation in weights and measures
- Delay in making services available
Question 37.
What is the major feature of consumer protection act 1986? What are the important rights included in the Act?
Answer:
- Consumer Protection Act of 1986 is to protect the right of a consumer. The important rights are:
- The right to be protected against the marketing of goods and services.
- The right to be informed about the quality-related aspects of goods and services.
- The right to have access to goods and services at fair prices.
- The right to be heard and to seek redressed at appropriate forums.
- The right to consumer education.
Question 38.
Write the structure and jurisdiction of consumer courts – district – state – national
Answer:
Question 39.
In your opinion what are the uses of consumer education? Explain with examples.
Answer:
Consumer education is necessary for the acquisition of right habits. It is possible through awareness programmes. Inclusions in the curriculum. Observance of the National Consumer Day.
Question 40.
Do advertisements create positive or negative effect on consumers’? Substantiate your opinion.
Answer:
Advertisement helps to inform the consumer about a products and helps him to compare it with other brends. If the same time mismeading advertisements may lead to a situation where a consumer is cheated.
Question 41.
Suggest some programmes which can be conducted on world consumer day.
Answer:
Seminars, awareness programmes
Question 42.
How can become a good consumer without being exposed?
Answer:
- Ask for the bill every purchase made.
- Make sure that the weights and measures are accurate.
- Make sure, while purchasing packed items that the name of the product date of packing, expiry date, weight, price and producers address are stated.
- Note the symbols representing the standard of the products.
- Understand how to use and operate the products purchased.
Question 43.
Write a short note on ‘Satisfaction of consumer1.
Answer:
In order to satisfy the wants a consumer consumers the goods and services by paying agreeing to pay. A consumer has certain rights. His rights are protected through the Consumer Protection Act 1986. He has this right to protected from being cheated while consuming goods and services. There is district, state and national level redressal forums to solve the grievances.
Question 44.
Choose the correct statements.
a. All economic activities are meant to satisfy the producers.
b. All economic activities are meant to satisfy the customers.
c. In order to satisfy our wants, we depend primarily on sale outlets and service centers.
(i) ‘a’ and ‘b’ are correct.
(ii) ‘b’ and ‘c’ are correct.
(iii) ‘a’ and ‘c’ are correct.
(iv) ‘a\ ‘b’ and ‘c’ are correct.
Answer:
(ii) ‘b’ and ‘c’ are correct
Question 45.
When was the Consumer Protection Act introduced?
Answer:
In 1986
Question 46.
What are the features of the Consumer Protection Act of 1986?
Answer:
The Consumer Protection Act of 1986 clearly defines the consumer’s rights and set up special judiciary mechanisms for consumer protection in India.
Question 47.
What are the objective of the consumer courts?
Answer:
Consumer courts play an important role in ensuring justice to the consumers.
Question 48.
If the consumer has a dispute where compensation claimed is above Rs. 20 lakhs?
Answer:
State Consumer disputes redressal commission
Question 49.
Apart from the consumer courts, what are the three-level advisory councils that have been set up?
Answer:
District Consumer Protection Council State Consumer Protection Council National Consumer Protection Council
Question 50.
Write the name of the Act that protects the consum¬ers from supernormal profit, hoarding, and black marketing, etc.
Answer:
Essential Commodities Act 1955