NCERT Solutions for Class 12 Business Studies Business Finance and Marketing Chapter 4

Consumer Protection Class 12

Chapter 4 Consumer Protection Exercise Solutions

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True or false : Solutions of Questions on Page Number : 378

Q1 :  

State whether the following are true or false.

(i) Consumer protection has a moral justification for business.

(ii) In addition to rights, a consumer also has some responsibilities.

(iii) A complaint can to be made to a District Forum when the value of the goods or services in question, along with the compensation claimed exceeds Rs 20 lakhs.

(iv) The Consumer Protection Act provides for six consumer rights.

(v) ISI is the quality certification mark used in case of food products.

(vi) Under the Consumer Protection Act, a complaint can be filed by a consumer for a defective good and also for deficiency in service.


Answer :

(i) True, consumer protection has a moral justification for business. It is the moral duty of every business to protect the interests of its customers. Business organisations must follow ethical values and any form of exploitation of the consumers such as unfair trade practices, adulteration, etc. must be avoided.

(ii) True, in addition to rights, a consumer also has some responsibilities such as being aware of the availability of various goods and services; being informed of the price, weight, expiry date, etc. of the goods; asking for bills and cash memo while purchasing goods and services.

(iii) False, A District Forum offers for redressal of consumer grievances when the value of goods and services in question, along with the compensation claimed is less than Rs 20 lakhs. In case the value exceeds Rs 20 lakhs, a complaint can to be filed in the appropriate State Commission.

(iv) True, The Consumer Protection Act, 1986 provides for six consumer rights, namely

a) Right to Safety

b) Right to be Informed

c) Right to Choose

d) Right to be Heard

e) Right to seek Redressal

f) Right to consumer Education

(v) False, ISI is the quality certification mark used in case of goods other than food products. For food products the quality certification mark is known as FPO.

(vi) True, The Consumer Protection Act, 1986 provides for protection of consumer interests against defective goods, deficiency in services and other such forms of exploitation.

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Short answerslong answers : Solutions of Questions on Page Number : 379

Q1 :  

Explain the importance of consumer protection from the point of view of a business.


Answer :

Consumer protection refers to the consumer education regarding their rights and responsibilities and the redressal of their grievances and complaints. Consumer protection is important not just for consumers but also for business. The following points highlight the significance of consumer protection from the point of view of business.

(i) Long-Term Interest: With increasing competition and the drive to survive in the market, consumer satisfaction and interest is of prime importance for any business. While taking due care of the interest of the consumers, a business builds goodwill and reputation. A satisfied customer not only comes back and results in repeated sales for the firm, but also pulls new customers by spreading the good word. Thus, it is in long-term benefit of the business to protect consumers' interest.

(ii) Use of Resources: A business uses the resources of society for the production of various goods and services. Through the sale of these goods and services to the society, a business earns profits. Thus, it is their duty to supply such goods and services that adhere to the overall interest of the society.

(iii) Ethical Reasoning: Today moral values and ethics play an important role in business. It is the moral duty of every business to protect the interests of its customers. They must follow ethical and moral values and avoid any form of exploitation of the consumers such as unfair trade practices, adulteration, etc.

(iv) Responsibility towards Society: As the business earns profits by selling various goods and services to consumers, it becomes their responsibility to take care of the interests and satisfaction of the consumers.

(v) Government Interference: A business organisation that indulges in any form of exploitation of consumers such as unfair trade practices, adulteration, etc. draws intervention from the government. Such government interference spoils the goodwill and image of the business. Thus, it is in the interest of the business to voluntarily follow such practices that take care of the interest of the consumers.

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Q2 :  

Explain the rights and responsibilities of a consumer.


Answer :

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Q3 :  

Enumerate the various Acts passed by the Government of India which help in the protection of consumers' interests.


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Q4 :  

What are the various ways in which the objective of consumer protection can be achieved? Explain the role of consumer organisations and NGOs in this regard.


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Q5 :  

What are the responsibilities of a consumer?


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Q6 :  

Explain the redressal mechanism available to the consumers under the Consumer Protection Act.


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Q7 :  

Who can file a complaint in a consumer court?


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Q8 :  

What kind of cases can be filed in a State Commission?


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Q9 :  

Explain the role of consumer organisations and NGOs in protecting and promoting consumers' interests.


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Business Finance and Marketing - Business Studies : CBSE NCERT Exercise Solutions for Class 12th for Consumer Protection will be available online in PDF book form soon. The solutions are absolutely Free. Soon you will be able to download the solutions.

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