Namaste dear students, welcome to today's economics lesson. I am so happy to be here with you to discuss a very important chapter that relates directly to your daily life — Chapter 5, Consumer Rights. As students of Class 10, you are growing up and will soon be making many purchases on your own. Understanding your rights as consumers is extremely important, and I am sure this chapter will empower you to become smart, aware shoppers who can protect themselves from exploitation in the marketplace.
So let's begin our journey into the world of consumer rights in India.
---
THE CONSUMER IN THE MARKETPLACE
Now students, let me ask you a question. How many of you have ever gone to a market to buy something? Of course, all of you have. We all participate in the market every day — when we buy vegetables from the sabzi wala, when we purchase clothes from a shop, when we get a haircut, or when we pay our electricity bill. In economics, we call ourselves consumers when we buy goods and services for our personal use.
Now, have you ever thought about what happens in a market? Who decides the prices? Who ensures that what you buy is safe and of good quality? Let me explain this to you.
In the earlier chapters of your economics book, you have read about the need for rules and regulations in various sectors. For example, we discussed how workers in the unorganised sector need protection, and how people borrowing money from moneylenders often get trapped in debt. Similarly, we need rules and regulations to protect consumers in the marketplace.
Why is this necessary? Let me tell you. When you buy something, you as an individual consumer are often in a weak position compared to the seller. If you complain that the product you bought is defective, what does the shopkeeper often say? They might say, "If you didn't like what you bought, please go elsewhere" — as if the seller has no responsibility once the sale is completed! This is very unfair, isn't it?
But this is not all. There are many ways in which consumers can be exploited in the market. Let me explain some of these to you.
First, there are what we call unfair trade practices. This includes shopkeepers who use false weights — giving you less than what you paid for. For example, when you buy one kilogram of onions, the seller might use a weight that is actually only 800 grams. This is cheating, and it happens more often than we think.
Second, traders sometimes add charges that were never mentioned before. You go to buy something, agree on a price, and when you are about to pay, the seller adds some "extra" charges. This is also unfair.
Third, there is the problem of adulterated or defective goods being sold. You might have heard about cases where edible oil is mixed with cheaper substances, or spices are adulterated with dust and other impurities. This is not only cheating but can also be dangerous for health.
Fourth, there is another serious problem in markets. When there are only a few powerful companies producing goods, while consumers are many and scattered, the market does not work fairly. These big companies have huge wealth, power, and reach. They can manipulate the market in various ways. They might spread false information through advertisements to attract consumers.
Let me give you a real example from history. There was a company that sold powder milk for babies all over the world for many years, claiming it was better than mother's milk. It took years of struggle and research before the company was forced to accept that this was a false claim. Similarly, for a long time, cigarette companies denied that their product caused cancer. It was only after long court battles that they had to accept the truth.
So students, you can see why we need rules and regulations to protect consumers. The government needs to step in and ensure that consumers are not exploited.
Now, let me ask you to think about this: What are the various ways by which people may be exploited in the market? I want you to discuss this in your class and come up with as many examples as you can.
Also, think about one example from your own experience where you felt there was some cheating in the market. Perhaps you were charged more than the printed price, or you received less quantity than you paid for. Discuss these experiences in the classroom.
And finally, what do you think should be the role of the government to protect consumers? This is an important question that we will explore as we go through this chapter.
---
CONSUMER MOVEMENT
Now students, let's understand how the consumer movement started in our country.
As I explained, consumers were being exploited in many ways, but for a long time, there was no legal system to protect them. If a consumer was not happy with a product or a shop, they would simply avoid buying from that shop or stop using that brand. It was assumed that it was the consumer's responsibility to be careful while buying things. But this was not fair, was it?
So, over time, people started coming together to fight for their rights. This is what we call the consumer movement. It began as a social force, with the goal of protecting and promoting the interests of consumers against unethical and unfair trade practices.
In India, the consumer movement gained momentum in the 1960s. At that time, our country was facing severe food shortages, hoarding, black marketing, and adulteration of food and edible oil. People were angry and frustrated. They started forming organisations to fight against these malpractices.
Till the 1970s, these consumer organisations were largely engaged in writing articles and holding exhibitions to create awareness among people. They formed consumer groups to look into the problems in ration shops and the overcrowding in road transport.
More recently, India has seen a significant increase in the number of consumer groups. These groups have been working tirelessly to protect consumer rights.
Now, let me tell you about an important international development. In 1985, the United Nations adopted the UN Guidelines for Consumer Protection. This was a tool for nations to adopt measures to protect consumers and for consumer advocacy groups to press their governments to take action. Today, there is an organisation called Consumers International, which is an umbrella body with over 200 member organisations from more than 100 countries. This shows how the consumer movement has grown globally.
Because of all these efforts, the consumer movement succeeded in bringing pressure on business firms and the government to correct unfair business practices. A major step taken in India in 1986 was the enactment of the Consumer Protection Act, popularly known as COPRA. This was a landmark law that provided specific rights to consumers and established mechanisms for redressal of consumer complaints. This Act was later amended in 2019 to make it even stronger.
Now, let me ask you: What could have been the steps taken by consumer groups? Think about this. They might have organised protests, filed public interest litigations, created awareness campaigns, helped consumers file complaints, and lobbied with the government to pass laws.
And here's an important question: There may be rules and regulations, but they are often not followed. Why do you think this happens? This is something you should discuss in your classroom. Some possible reasons could be lack of awareness among consumers, weak enforcement of laws, corruption, and the high cost and time required to seek justice.
---
CONSUMER RIGHTS
Now students, this is the most important part of our chapter. Let us understand what exactly are the rights that every consumer has in India. The Consumer Protection Act has defined several important rights. Let me explain each one of them in detail.
THE RIGHT TO SAFETY
The first and most fundamental right is the right to safety. As consumers, we have the right to be protected against the marketing of goods and delivery of services that are hazardous to life and property.
Let me give you a real case study from the chapter. This is the story of Reji Mathew, a healthy boy studying in Class IX in Kerala. He was admitted to a private clinic for removal of tonsils. An ENT surgeon performed the operation under general anaesthesia. But due to improper anaesthesia, Reji showed symptoms of brain abnormalities and was crippled for life for no fault of his.
His father filed a complaint in the State Consumer Disputes Redressal Commission claiming compensation of five lakh rupees for medical negligence. The State Commission initially dismissed the case, saying that the evidence was not sufficient. But his father did not give up. He appealed in the National Consumer Disputes Redressal Commission in New Delhi. The National Commission, after looking into the complaint, held the hospital responsible for medical negligence and directed it to pay compensation.
This case shows how important the right to safety is. When we buy goods or services, we expect them to be safe. If there is negligence that causes harm, we have the right to seek compensation.
Now, think about the products and services listed in your book: LPG cylinder, cinema theatre, circus, medicines, edible oil, marriage pandal, high-rise building. What safety rules should be observed by the producers of each of these? Discuss this in your class.
For example, LPG cylinders must be checked for leaks regularly. Cinema theatres must have emergency exits and fire safety equipment. Medicines must have clear instructions and expiry dates. Edible oil must not be adulterated. Marriage pandals must be structurally safe. High-rise buildings must follow building codes and have proper lifts and safety measures.
Also, try to find out any case of accident or negligence from people around you where you think the responsibility lay with the producer. Discuss these cases in class.
THE RIGHT TO BE INFORMED
The second important right is the right to be informed. When you buy any commodity, you will find certain details given on the packing. These include information about ingredients used, price, batch number, date of manufacture, expiry date, and the address of the manufacturer. When we buy medicines, we also find directions for proper use and information about side effects and risks. When we buy garments, we find instructions for washing.
Why is it that rules have been made to display this information? It is because consumers have the right to know about the particulars of goods and services that they purchase. This information helps us make informed choices. If a product proves to be defective, we can complain and ask for compensation or replacement.
For example, if you buy a product and find it defective well within the expiry period, you can ask for a replacement. But if the expiry period was not printed, the manufacturer would blame the shopkeeper and refuse to accept responsibility. That's why it is so important to have this information.
Similarly, you must have noticed that products have 'MRP' written on them — Maximum Retail Price. This is the maximum price that can be charged. In fact, as a consumer, you can bargain with the seller to sell at less than the MRP. If someone sells a good at more than the printed price, you can protest and complain.
In recent times, the right to information has been expanded to cover various services provided by the government. In October 2005, the Government of India enacted a law called the Right to Information Act, popularly known as RTI. This ensures citizens can get information about the functions of government departments.
Let me give you an example from the chapter. Amritha was an engineering graduate who submitted all her certificates and attended an interview for a job in a government department. She did not receive any news about the result. The officials refused to answer her queries. So she filed an application using the RTI Act, saying it was her right to know the result in a reasonable time so that she could plan her future. She was not only informed about the reasons for delay in the declaration of results but also got her call letter for appointment because she had performed well in the interview.
Now, let's think about some questions. When we buy commodities, we sometimes find that the price charged is higher or lower than the Maximum Retail Price printed on the pack. What could be the reasons? Sometimes shops charge less than MRP to attract customers. Sometimes they charge more, especially when demand is high. Should consumer groups do something about this? Discuss this in class.
Also, pick up a few packaged goods that you want to buy and examine the information given. In what ways are they useful? Is there some information that you think should be given on those packaged goods but is not? Discuss this too.
And finally, people often complain about lack of civic amenities such as bad roads or poor water and health facilities, but no one listens. Now the RTI Act gives you the power to question. Do you agree? Discuss this important point.
THE RIGHT TO CHOOSE
The third right is the right to choose. Any consumer who receives a service, regardless of age, gender, or nature of service, has the right to choose whether to continue receiving the service or not.
Let me give you another case study from the chapter. This is about Abirami, a student from Ansari Nagar in New Delhi. She joined a two-year course at a local coaching institute for professional courses. At the time of joining, she paid the entire fees of Rs 61,020 as a lump sum for the two-year course. However, after one year, she decided to opt out of the course because the quality of teaching was not up to the mark. When she asked for a refund of the fee for one year, it was denied to her.
She filed a case in the District Consumer Disputes Redressal Commission. The Commission directed the Institute to refund Rs 28,000, saying that she had the right to choose. The Institute appealed in the State Consumer Commission. The State Commission upheld the District Commission's direction and further fined the institute Rs 25,000 for a frivolous appeal. It also directed the institute to pay Rs 7,000 as compensation and litigation cost.
The State Commission also restrained all educational and professional institutions in the state from charging fees from students for the entire duration of the course in advance. This was a landmark judgment.
Now, think about other examples. Suppose you want to buy toothpaste, and the shop owner says she can sell the toothpaste only if you buy a toothbrush. If you are not interested in buying the brush, your right to choice is denied. Similarly, sometimes gas supply dealers insist that you have to buy the stove from them when you take a new connection. In this way, many times you are forced to buy things that you may not wish to, and you are left with no choice.
Now, let's do an activity. The following are some catchy advertisements of products that we purchase from the market. Which of these offers would really benefit consumers? Discuss.
- 15 gm more in every 500 gm pack. - Subscribe for a newspaper with a gift at the end of a year. - Scratch and win gifts worth Rs 10 lakhs. - A milk chocolate inside a 500 gram glucose box. - Win a gold coin inside a pack. - Buy shoes worth Rs 2000 and get one pair of shoes worth Rs 500 free.
Think carefully about each of these offers. Are they really beneficial, or are they just tricks to attract you? Sometimes, "15 gm more" might mean they reduced the original quantity and then added 15 gm back. "Free" offers might be included in the price. "Scratch and win" might have very low chances of winning. Discuss these in class.
THE RIGHT TO SEEK REDRESSAL
The fourth right is the right to seek redressal against unfair trade practices and exploitation. If any damage is done to a consumer, she has the right to get compensation depending on the degree of damage.
Now, let's see where consumers can go to get justice. We have already read about the cases of Reji Mathew and Abirami. These are examples where consumers were denied their rights but fought for justice and won.
There is a need to provide an easy and effective public system by which consumers can seek redressal. The consumer can file a complaint before the appropriate consumer forum on his or her own, with or without the services of a lawyer.
Let me explain the process with another example from the chapter. This is the case of Prakash, who sent a money order to his village for his daughter's marriage. The money did not reach his daughter at the time when she needed it, nor did it reach months later. Prakash filed a case in a district-level Consumer Disputes Redressal Commission in New Delhi.
Here are the steps he undertook:
First, Prakash went to the post office to send the money order. Then, he came to know that the money had not reached his daughter. He enquired about the money order in the post office, but the post office did not respond satisfactorily. So, Prakash went to the local Consumer Protection Council for advice. Then, he went to a Consumer Disputes Redressal Commission to file a case. He filled a registration form, and the Commission sent a notice to the other party. He himself pleaded the case in the Commission office. The judge verified the documents and heard the arguments of both parties. Finally, the judge announced the dispute redressal commission's verdict.
These days, a consumer can file a complaint both physically or through the internet and can even conduct the case through video conferencing.
Now, let's understand the three-tier system of consumer forums in India. Under COPRA, a three-tier quasi-judicial machinery was set up at the district, state, and national levels.
The district-level Consumer Disputes Redressal Commission, also called District Consumer Forum, deals with cases involving claims up to Rs 1 crore.
The state-level Consumer Disputes Redressal Commission, called State Commission, deals with cases involving claims between Rs 1 crore and Rs 10 crore.
The national-level Consumer Disputes Redressal Commission, called National Commission, deals with cases involving claims exceeding Rs 10 crore.
If a case is dismissed in the district-level commission, a consumer can also appeal in the state and then in the national-level commissions.
There are also Consumer Protection Councils at the district, state, and national levels. These councils guide consumers on how to file cases in the Consumer Disputes Redressal Commissions. On many occasions, they also represent individual consumers in these commissions. These voluntary organisations also receive financial support from the government for creating awareness among people.
Now, let's do an activity. Arrange the following in the correct order:
(a) Arita files a case in the District Consumer Disputes Redressal Commission. (b) She engages a professional person. (c) She realises that the dealer has given her defective material. (d) She starts attending the commission proceedings. (e) She goes and complains to the dealer and the branch office, to no effect. (f) She is asked to produce the bill and warranty before the commission. (g) She purchases a wall clock from a retail outlet. (h) Within a few months, the dealer was ordered by the commission to replace her old wall clock with a brand new one at no extra cost.
The correct order should be: First, (g) she purchases a wall clock from a retail outlet. Then, (c) she realises that the dealer has given her defective material. Then, (e) she goes and complains to the dealer and the branch office, to no effect. Then, (a) she files a case in the District Consumer Disputes Redressal Commission. Then, (b) she engages a professional person, if needed. Then, (f) she is asked to produce the bill and warranty before the commission. Then, (d) she starts attending the commission proceedings. Finally, (h) within a few months, the dealer was ordered by the commission to replace her old wall clock with a brand new one at no extra cost.
THE RIGHT TO CONSUMER EDUCATION
The fifth right is the right to consumer education. As consumers, we should be aware of our rights and know how to exercise them. The government and various organisations conduct awareness campaigns to educate consumers about their rights.
Now, let's do an activity. Look at the posters and cartoons in this chapter. Think of any particular commodity and the aspects that need to be looked at as a consumer. Design a poster for this.
Also, find out the nearest Consumer Disputes Redressal Commission for your area. This is important information that you should have.
Now, what is the difference between consumer protection council and Consumer Disputes Redressal Commission? The consumer protection councils are advisory bodies that guide consumers and create awareness, while the Consumer Disputes Redressal Commissions are quasi-judicial bodies that actually hear and decide cases.
Now, let's do an important exercise. The Consumer Protection Act 1986 ensures the following as rights which every consumer in India should possess:
(i) Right to choice (ii) Right to information (iii) Right to redressal (iv) Right to representation (v) Right to safety (vi) Right to consumer education
Categorise the following cases under different heads and mark against each in brackets:
(a) Lata got an electric shock from a newly purchased iron. She complained to the shopkeeper immediately. — This is about Right to Safety.
(b) John is dissatisfied with the services provided by MTNL/BSNL/TATA INDICOM for the past few months. He files a case in the District Level Consumer Commission. — This is about Right to Redressal.
(c) Your friend has been sold a medicine that has crossed the expiry date and you are advising her to lodge a complaint. — This is about Right to Safety and Right to Information.
(d) Iqbal makes it a point to scan through all the particulars given on the pack of any item that he buys. — This is about Right to Information.
(e) You are not satisfied with the services of the cable operator catering to your locality but you are unable to switch over to anybody else. — This is about Right to Choose.
(f) You realise that you have received a defective camera from a dealer. You are complaining to the head office persistently. — This is about Right to Redressal.
---
LEARNING TO BECOME WELL-INFORMED CONSUMERS
Now students, when we as consumers become conscious of our rights while purchasing various goods and services, we will be able to distinguish and make informed choices. This calls for acquiring the knowledge and skill to become a well-informed consumer.
The enactment of COPRA has led to the setting up of separate Departments of Consumer Affairs in central and state governments. The posters that you have seen in the chapter are one example through which the government spreads information about the legal process which people can use. You might also be seeing such advertisements on television channels.
Now, let's talk about some important certifications. While buying many commodities, on the cover, you might have seen a logo with the letters ISI, Agmark, Hallmark, or +F. These logos and certifications help consumers get assured of quality while purchasing goods and services.
ISI mark is the certification mark of the Bureau of Indian Standards (BIS). It indicates that the product conforms to Indian standards.
Agmark is a certification mark for agricultural products, indicating that they conform to grade standards set by the government.
Hallmark is the certification for jewellery, ensuring the purity of gold.
+F indicates fortification, where key nutrients are added to staple foods.
The organisations that monitor and issue these certificates allow producers to use their logos provided they follow certain quality standards.
Though these organisations develop quality standards for many products, it is not compulsory for all producers to follow them. However, for some products that affect the health and safety of consumers or are products of mass consumption like LPG cylinders, food colours and additives, cement, and packaged drinking water, it is mandatory for producers to get certified by these organisations.
Now, let's think about these questions: If standardisation ensures the quality of a commodity, why are many goods available in the market without ISI or Agmark certification? This could be because certification is voluntary for most products, and some producers try to avoid the cost and hassle of getting certified. Also, enforcement is weak, and many substandard products still make their way into the market.
Also, find out the details of who provides Hallmark and ISO certification. Hallmark is provided by BIS, and ISO certification is provided by the International Organization for Standardisation.
---
TAKING THE CONSUMER MOVEMENT FORWARD
Now students, let's discuss the current state of the consumer movement in India.
India has been observing 24 December as the National Consumers' Day. It was on this day that the Indian Parliament enacted the Consumer Protection Act in 1986. India is one of the countries that have exclusive authority for consumer redressal.
The consumer movement in India has made some progress in terms of the number of organised groups and their activities. There are today more than 2000 consumer groups in the country, of which only about 50-60 are well organised and recognised for their work.
However, the consumer redressal process is becoming cumbersome, expensive, and time-consuming. Many a time, consumers are required to engage lawyers. These cases require time for filing and attending the commission proceedings. In most purchases, cash memos are not issued, hence evidence is not easy to gather. Moreover, most purchases in the market are small retail sales.
The COPRA was amended in the year 2019 to further strengthen consumers in India. Buying through the internet is now included. If there is any service deficiency or defective product, the service provider or manufacturer is also held responsible and would be penalised or even imprisoned. Settlement of disputes with the help of a neutral intermediary outside the Consumer Disputes Redressal Commission, called a mediator, is now encouraged at all three tiers of Consumer Commissions.
After more than 30 years of the enactment of COPRA, consumer awareness in India is spreading but slowly. Besides this, the enforcement of laws that protect workers, especially in the unorganised sectors, is weak. Similarly, rules and regulations for the working of markets are often not followed.
Nevertheless, there is scope for consumers to realise their role and importance. It is often said that consumer movements can be effective only with the consumers' active involvement. It requires a voluntary effort and struggle involving the participation of one and all.
---
EXERCISES
Now students, let me help you solve all the exercise questions from the chapter.
Question 1: Why are rules and regulations required in the marketplace? Illustrate with a few examples.
Rules and regulations are required in the marketplace to protect consumers from exploitation. Without rules, sellers could cheat customers by using false weights, selling adulterated goods, charging arbitrary prices, or providing defective services. For example, if there were no rules, shopkeepers could sell expired medicines, hotels could serve unsafe food, and manufacturers could sell products without any quality checks. Rules ensure fair trade, product safety, and honest dealing. Examples include the requirement to display MRP, the prohibition of adulteration, and safety standards for electrical appliances.
Question 2: What factors gave birth to the consumer movement in India? Trace its evolution.
The consumer movement in India arose due to widespread exploitation of consumers through unfair trade practices. In the 1960s, there were rampant food shortages, hoarding, black marketing, and adulteration of food and edible oil. Consumers were frustrated with the lack of protection. Initially, consumer organisations in the 1970s focused on writing articles and holding exhibitions. They also looked into malpractices in ration shops and overcrowding in transport. The movement gained momentum with the formation of more consumer groups. A major milestone was the enactment of the Consumer Protection Act in 1986. In 2019, the Act was amended to strengthen consumer protection further, especially in e-commerce.
Question 3: Explain the need for consumer consciousness by giving two examples.
Consumer consciousness means being aware of one's rights and being careful while making purchases. It is needed because markets are full of unfair practices. For example, if you buy a mobile phone and it stops working within a week, you need to know that you can get it repaired or replaced under warranty. Another example is when you buy packaged food — you need to check the expiry date and ingredients to avoid harmful products. Without consumer consciousness, people would continue to be cheated and would not be able to protect themselves.
Question 4: Mention a few factors which cause exploitation of consumers.
Several factors cause exploitation of consumers. First, consumers are often scattered and buy in small amounts, while producers are few and powerful. Second, there is a lack of awareness about consumer rights. Third, enforcement of laws is weak. Fourth, many consumers do not keep bills and receipts, making it difficult to prove their case. Fifth, the redressal process is time-consuming and expensive. Sixth, some traders use deceptive advertising and false claims to mislead consumers.
Question 5: What is the rationale behind the enactment of Consumer Protection Act 1986?
The Consumer Protection Act was enacted in 1986 to provide a simple and fast mechanism for consumers to seek redressal against unfair trade practices and exploitation. Before this Act, consumers had to file cases in regular courts, which were expensive and time-consuming. The Act established a three-tier system of consumer forums at the district, state, and national levels. It also defined the fundamental rights of consumers and provided for compensation in case of deficiency in goods or services.
Question 6: Describe some of your duties as consumers if you visit a shopping complex in your locality.
As responsible consumers, we have certain duties. We should always ask for and keep bills or receipts of our purchases. We should check the expiry date and ingredients before buying any product. We should look for ISI, Agmark, or other certification marks on products. We should not buy from shops that do not give receipts. We should report any cheating or unfair practice to the shop owner first, and if not resolved, to the consumer forum. We should also be aware of our rights and exercise them. We should not encourage black marketing or hoarding. We should also compare prices and quality before buying.
Question 7: Suppose you buy a bottle of honey and a biscuit packet. Which logo or mark you will have to look for and why?
For honey, I would look for the Agmark certification, which ensures that the honey is pure and conforms to quality standards. For biscuits, I would look for the ISI mark, which indicates that the product conforms to Indian standards set by the Bureau of Indian Standards. These marks assure us that the products are safe for consumption and meet quality standards. They also help us in seeking redressal if the product is defective.
Question 8: What legal measures were taken by the government to empower the consumers in India?
The government has taken several legal measures. The most important is the Consumer Protection Act 1986, which was amended in 2019. This Act provides for the establishment of Consumer Disputes Redressal Commissions at the district, state, and national levels. It also defines six fundamental rights of consumers. The Right to Information Act 2005 empowers consumers to get information about government services. The Bureau of Indian Standards Act 2016 provides for standardisation and certification of goods. The government also runs awareness campaigns and supports consumer organisations.
Question 9: Mention some of the rights of consumers and write a few sentences on each.
The six fundamental rights of consumers are:
1. Right to Safety: Consumers have the right to be protected against goods and services that are hazardous to life and property. For example, if a pressure cooker explodes due to a defective safety valve, the consumer can seek compensation.
2. Right to be Informed: Consumers have the right to know about the quality, quantity, price, and ingredients of products. This helps them make informed choices. For example, checking the expiry date on medicines.
3. Right to Choose: Consumers have the right to choose from a variety of products at competitive prices. They should not be forced to buy unwanted products. For example, not being forced to buy a stove when taking a gas connection.
4. Right to Seek Redressal: Consumers have the right to seek compensation if they are cheated or harmed. They can file complaints in consumer forums. For example, getting a refund for a defective product.
5. Right to Consumer Education: Consumers have the right to be educated about their rights and how to exercise them. Various programs and campaigns are run to create awareness.
6. Right to Representation: Consumers have the right to be heard and represented in decisions that affect their interests. Consumer groups can represent consumers in forums and advocate for their rights.
Question 10: By what means can the consumers express their solidarity?
Consumers can express their solidarity in several ways. They can join consumer organisations and support their activities. They can participate in campaigns and protests organised by consumer groups. They can spread awareness among friends and family about consumer rights. They can file complaints collectively, which is called a class action suit. They can also support fair trade by buying from ethical sellers and avoiding those who engage in unfair practices. Social media can also be used to raise awareness and put pressure on businesses.
Question 11: Critically examine the progress of consumer movement in India.
The consumer movement in India has made significant progress since the 1980s. The enactment of COPRA was a major achievement. Today, there are over 2000 consumer groups, though only a few are well-organised. Consumer awareness has increased, and more people are now aware of their rights. The three-tier redressal system has helped many consumers get justice. However, there are challenges. The redressal process is slow, expensive, and cumbersome. Many consumers are still unaware of their rights. Enforcement of laws remains weak. E-commerce has created new challenges. The movement needs more active participation from consumers to be effective.
Question 12: Match the following.
(i) Availing details of ingredients of a product — (e) Right to information (ii) Agmark — (c) Certification of edible oil and cereals (iii) Accident due to faulty engine in a scooter — (a) Right to safety (iv) District Consumer Commission — (b) Dealing with consumer cases (v) Food fortification — (g) Addition of key nutrients to staple foods (vi) Consumers International — (f) Global level institution of consumer welfare organisations (vii) Bureau of Indian Standards — (d) Agency that develops standards for goods and services
Question 13: Say True or False.
(i) COPRA applies only to goods. — False. COPRA applies to both goods and services.
(ii) India is one of the many countries in the world which has exclusive authorities established for consumer disputes redressal. — False. India is one of the few countries, not many, that has exclusive authorities for consumer disputes redressal.
(iii) When a consumer feels that he has been exploited, he must file a case in the District Consumer Commission. — False. He can first try to resolve the issue with the seller, and then file in the appropriate commission based on the value of the claim.
(iv) It is worthwhile to move to consumer commissions only if the damages incurred are of high value. — False. Even small claims can be taken to consumer commissions.
(v) Hallmark is the certification maintained for standardisation of jewellery. — True.
(vi) The consumer redressal process is very simple and quick. — False. It is often cumbersome and time-consuming.
(vii) A consumer has the right to get compensation depending on the degree of the damage. — True.
---
ADDITIONAL PROJECTS AND ACTIVITIES
Now students, let me also guide you through the additional projects and activities given in the chapter.
Activity 1: Your school organises a consumer awareness week. As the Secretary of the Consumer Awareness Forum, draft a poster covering all the consumer rights. You may use the clues and ideas given in the poster on page 84 and 85. This activity can be done with the help of your English teacher.
For this activity, you need to create a poster that includes all six consumer rights: Right to Safety, Right to be Informed, Right to Choose, Right to Seek Redressal, Right to Consumer Education, and Right to Representation. Use catchy slogans and simple language. You can include examples and illustrations to make it attractive and informative.
Activity 2: Mrs. Krishna bought a colour television (CTV) against six months warranty. The CTV stopped working after three months. When she complained to the dealer/shop where it was purchased, they sent an engineer to set it right. The CTV continues to give trouble and Mrs Krishna no longer gets any reply to the complaint she made to the dealer/shop. She decides to write to the Consumer Commission in her area. Write a letter on her behalf. You may discuss with your partner/group members before you write it.
In this letter, Mrs. Krishna should mention all the details: when she bought the TV, the warranty period, the problems she faced, the attempts to get it repaired, and the lack of response from the dealer. She should state that she wants to file a complaint seeking replacement or refund and compensation for the inconvenience. The letter should be addressed to the appropriate Consumer Disputes Redressal Commission.
Activity 3: Establish a consumer club in your school. Organise mock consumer awareness workshops like monitoring bookshops, canteen, and shops in your school area.
This is a great activity to create awareness in your school. You can form a club, conduct workshops, and even check if the school canteen and shops are following proper hygiene and giving correct weights. You can also educate younger students about their rights.
Activity 4: Prepare posters with catchy slogans like:
- An alert consumer is a safe consumer - Buyers, Beware - Consumers be cautious - Be aware of your rights - As consumers, assert your right - Arise, awake and stop not till ____________ (Complete it)
You can complete the last slogan as "Arise, awake and stop not till your rights are protected."
Activity 5: Interview 4-5 persons in your neighbourhood and collect varied experiences regarding how they have been victims of such exploitation and their responses.
This activity will help you understand real-life experiences. You can ask people about their experiences with defective products, overcharging, adulteration, or poor services. Ask them what they did — whether they complained, how they were treated, and whether they got justice.
Activity 6: Conduct a survey in your locality by supplying the following questionnaire to get an idea as to how alert they are as consumers.
The questionnaire has 17 questions. Based on the answers, you can assess how aware people are as consumers. If their answers for questions 5, 12, 13, 15, and 16 are (C) and for the rest (A), they are extremely aware. If their answers are (A) for questions 5, 12, 13, 15, and 16 and the rest (C), then they need to wake up as consumers. If their answer is (B) for all the questions, they are somewhat aware.
---
SUMMARY
Now students, let me summarise everything that we have learned in this chapter.
We began by understanding why rules and regulations are needed in the marketplace. Consumers are often in a weak position compared to sellers, and without rules, they can be exploited in many ways — through false weights, adulteration, overcharging, and unfair trade practices.
We then learned about the consumer movement in India, which started in the 1960s due to widespread exploitation of consumers. The movement gained strength over the years and led to the enactment of the Consumer Protection Act in 1986, which was amended in 2019.
We studied the six fundamental rights of consumers:
1. The Right to Safety — the right to be protected against hazardous goods and services. 2. The Right to be Informed — the right to know about the quality, quantity, price, and ingredients of products. 3. The Right to Choose — the right to select from a variety of products at competitive prices. 4. The Right to Seek Redressal — the right to get compensation for exploitation or deficiency in service. 5. The Right to Consumer Education — the right to be educated about consumer rights. 6. The Right to Representation — the right to be heard and represented.
We learned about the three-tier system of Consumer Disputes Redressal Commissions: District Commission (for claims up to Rs 1 crore), State Commission (for claims between Rs 1 crore and Rs 10 crore), and National Commission (for claims above Rs 10 crore).
We also discussed the importance of quality certifications like ISI, Agmark, and Hallmark, which help consumers identify safe and quality products.
We examined the progress of the consumer movement in India, which has made progress but still faces challenges like lack of awareness, slow redressal process, and weak enforcement.
Finally, we went through all the exercise questions and additional activities, which will help you practice and apply what you have learned.
Remember, students, as consumers, you have rights and responsibilities. Being aware of your rights is the first step towards protecting yourself from exploitation. Always ask for bills, check expiry dates, look for quality marks, and do not hesitate to complain if you are cheated. Together, we can make the marketplace fair and safe for everyone.
Thank you for listening. This concludes our lesson on Chapter 5, Consumer Rights. Namaste!