Consumer Protection
Consumer Protection
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UNIT 12
CONSUMER PROTECTION
Protecting consumers from unpair trade practices, adopted by the producers
and/or sellers of goods and services is termed as consumer protection. It not
only includes educating consumers about their rights and responsibilities, but
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also helps in getting their grievances redressed.
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Importance of consumer protection from consumer s point of view :
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Consumers Ignorance : Majority of consumers are not aware of their
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rights and reliefs available to them as a result of which they are exploited.
In order to save consumers from exploitation, consumer protection is
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needed.
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required.
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4. Social Responsibility : A business has social responsibilities towards
various groups like owner, workers, government, customers etc. Thus,
customers should be provided qualitative goods at reasonable prices.
5. Government Intervention : If a business engage in any form of unfair
trade practices then government take action against it, which adversely
affect its goodwill.
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defined as follows.
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1. Any person who buys any goods for a consideration It includes any user
of such goods with the approval of the buyer. But it does not include
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a person who obtains goods for resale or any commercial purpose.
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2. Any person who avails any services for a consideration. It includes any
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beneficiary of such services but it does not include a person who avails
such service for any commercial purpose.
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Rights of a Consumer
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Consumer protection Act, 1986 has provided six rights to the consumer, which
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are as follows:
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& services which are hazardous to health & life (should use ISI marked
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electric products)
2. Right to be informed : Consumer has right to have complete information
about the product before buying it.
3. Right to choose : Consumer has a right to choose any product out of
the available products as per his own decision/liking.
4. Right to be heard : Consumer has the right to file a complaint & to be
heard in case of dissatisfaction with goods or services (use of grievance
cell)
5. Right to Seek Redressal : Consumer has the right to get relief in case
the product or service falls short of his expectations or is dangerous. He
may be provided with replacement / removal of defect / compensation
for any loss.
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6. Right to consumer education : Consumer has right to acquire knowledge
& to be well informed consumer throughout life. It make consumer aware
all the time.
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shortcoming in product / service availed.
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4. Consumer must insist on cash memo ; i.e. a proof of purchase & required
to file a complaint. y.
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5. Consumer must be a quality conscious : He should ask / look for ISI
mark on electric goods. FPO mark on food products, Hall mark on
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jewellery etc.
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of the sponsor.
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Within what period the complaint must be filed ?
With in 3 months of purchase & if some testing of goods is required then
with in 5 months.
Who can file a complaint.
Any consumer
Any registered consumer association.
Central / State Govts.
Legal heir / representation of a a deceased customer.
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1. To remove the defect in goods or services.
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2. To replace the defective product with a new one free from defect.
3.
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To refund the price paid for the product/Service.
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4. To pay compensation for the loss or injury suffered by the consumer due
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to product/Service.
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2. Consumer Organisation : Force business firms to avoid malpractices &
exploitation of consumers.
i) e.g. Consumer coordination council, Delhi.
ii) Common cause, Delhi
iii) Consumers Association, Kolkata.
iv) Mumbai Grahak Panchyat, Mumbai etc.
3. Business Association : The associations of trade, commerce & business
like federation of Indian Chambers of commerce (FICCI) & Confederation
of Indian Industries (CII) have laid down their code of conduct for their
members in their dealings with the customers.
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IMPORTANT QUESTIONS :
1 marks
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1. What are the two aspect of consumer prolection?
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5. Which mark is issued under the Bureau of Indian Standard Act 1986 ?
(Hint : ISI)
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UNIT 13
PROJECT WORK
Introduction :
A project means an activity which has a special purpose and which is
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performed with absolute devotion and enthusiasm
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Project work assigned to the students whether individually or in groups. It
has two types as
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1. Visit of a Industrial unit as Bank, Stock Exchange or a mall.
2. Case study of a product as packing, branding and labelling.
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Objects of a Project
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The marks will be allocated on the following head by C.B.S.E.
1. Inititative, cooperativeness and participation 1 Mark
2. Creativity in presentation 1 Mark
3. Context, observation and research work 2 Marks
4. Analysis of situations 2 Marks
5. Viva 4 Marks
Total 10 marks
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1. Principles of Management :
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1. Division of work
2. Unity of Command y.
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3. Unity of direction
4. Remuneration to employees
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5. Scalar chain
6. Functional foremanship
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7. Time study
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8. Motion study
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9. Fatique study.
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2. Business Environment :
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5. Financial Management :
1. Stock Exchange
(A) B.S.E. (B) N.S.E.
2. Trading procedure on stock exchange.
3. Procedure of opening the following A/c, saving A/c, Trading A/c,
D Mat A/c
6. Marketing Management :
1. Branding
2. Labelling
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3. Packaging
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4. Types or levels of channel of distrubution
5. Methods of Sales promotion y.
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7. Consumer Protection :
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