CLASS XII: CHAPTER 12
:CONSUMERS PROTECTION- CASE STUDIES
CASE 1 (MVT Ltd)
'MVT Ltd.' is a leading cosmetic manufacturing company. It has its own consumer service and grievance redressal centre to address consumer concerns. The mobile phone number of the consumer service and grievance redressal cell is printed on the labels of all its products as a policy to get feedback or complaints from their consumers. It also runs various programmes to educate the consumers about their rights and reliefs available to them in case a product or service falls short of their expectations.
Explain the two rights of the consumers which are being promoted by the company.
1. Right to be Heard: The consumer has the right to file a complaint and to be heard in case of dissatisfaction with a good or a service. It is promoted by having its own grievance redressal centre and printing mobile numbers on labels.
2. Right to Consumer Education: The consumer has a right to acquire knowledge and to be a well-informed consumer throughout life. It is promoted by running programs to educate consumers about their rights and reliefs.
2. Right to Consumer Education: The consumer has a right to acquire knowledge and to be a well-informed consumer throughout life. It is promoted by running programs to educate consumers about their rights and reliefs.
CASE 2 (Ramesh)
Ramesh purchased a refrigerator from a well-known electronics store for his home. The shopkeeper assured him that the refrigerator was energy efficient and would work properly for many years. Within two weeks of purchase, the refrigerator stopped cooling properly. Ramesh contacted the shopkeeper, but the shopkeeper refused to replace the product and blamed Ramesh for improper use.
Ramesh carefully checked the warranty card and purchase bill. He contacted the customer care department of the company and explained the problem. The company technician visited his house and confirmed that there was a manufacturing defect in the product. However, the store owner still refused to cooperate.
Ramesh then decided to file a complaint on the National Consumer Helpline and approached the District Consumer Commission with the necessary documents. After examining the case, the commission ordered the company to replace the defective refrigerator and compensate Ramesh for the inconvenience caused.
This incident made Ramesh realise that consumers should always keep purchase bills and be aware of their legal rights while buying products.
a) Identify the consumer right discussed in the case.
b) Explain the right identified in the context of the Consumer Protection Act, 2019.
c) State one responsibility of a consumer highlighted in the case.
b) Explain the right identified in the context of the Consumer Protection Act, 2019.
c) State one responsibility of a consumer highlighted in the case.
a) Right to seek Redressal.
b) Explanation: The consumer has a right to get relief in case the product or service falls short of his expectations. The Act provides for a number of reliefs like replacement, removal of defect, compensation, etc.
c) Responsibility: "consumers should always keep purchase bills" (Ask for a cash memo on purchase of goods or services).
b) Explanation: The consumer has a right to get relief in case the product or service falls short of his expectations. The Act provides for a number of reliefs like replacement, removal of defect, compensation, etc.
c) Responsibility: "consumers should always keep purchase bills" (Ask for a cash memo on purchase of goods or services).
CASE 3 (Neha)
Neha saw an advertisement on television for a health drink that claimed it could make children stronger and taller within a short time. The advertisement showed several children becoming healthier after consuming the drink regularly. Influenced by the advertisement, Neha purchased the product for her son.
After several months, she realised that the product did not provide the benefits mentioned in the advertisement. She also read an online article which stated that the advertisement was misleading and exaggerated.
Neha then decided to learn more about the product. She carefully read the label and realised that the ingredients mentioned were common nutrients that could not provide the extraordinary results shown in the advertisement. She also shared her experience on consumer awareness forums.
Later, the consumer authority investigated the advertisement and found that the company had made false claims. The company was directed to stop the advertisement and correct the misleading information provided to consumers.
This incident helped many consumers understand the importance of verifying product information before purchasing.
a) Identify the consumer right involved in the case.
b) Explain the right identified above.
c) State one responsibility of a consumer that Neha performed in this case.
b) Explain the right identified above.
c) State one responsibility of a consumer that Neha performed in this case.
a) Right to be Informed.
b) Explanation: The consumer has a right to have complete information about the product he intends to buy including its ingredients, date of manufacture, price, quantity, directions for use, etc.
c) Responsibility: "She carefully read the label" (Read labels carefully so as to have information about prices, net weight, manufacturing and expiry dates, etc).
b) Explanation: The consumer has a right to have complete information about the product he intends to buy including its ingredients, date of manufacture, price, quantity, directions for use, etc.
c) Responsibility: "She carefully read the label" (Read labels carefully so as to have information about prices, net weight, manufacturing and expiry dates, etc).
CASE 4 (Rahul)
Rahul bought a toy car for his younger brother from a local market. The toy looked attractive but did not contain any safety instructions or quality mark. After playing with the toy for some time, a small part of the toy broke and almost caused injury to his brother.
Rahul’s parents immediately realised that the toy might not meet proper safety standards. They checked the product carefully and noticed that it did not have the required certification mark which indicates safety and quality.
Concerned about the safety of other children, Rahul’s father contacted the shopkeeper and informed him about the issue. He also wrote a complaint to the consumer authority describing how the toy could be dangerous for children.
Later, the authorities inspected the shop and found several toys without safety certification. The shopkeeper was instructed to remove such products from sale.
This incident made Rahul’s family realise that consumers must always check product quality and safety marks before purchasing goods.
a) Identify the consumer right highlighted in the case.
b) Explain the right identified above.
c) Mention one responsibility of a consumer shown in the case.
b) Explain the right identified above.
c) Mention one responsibility of a consumer shown in the case.
a) Right to Safety.
b) Explanation: The consumer has a right to be protected against goods and services which are hazardous to life and health.
c) Responsibility: "check product quality and safety marks before purchasing goods" (Buy only standardized goods as they provide quality assurance).
b) Explanation: The consumer has a right to be protected against goods and services which are hazardous to life and health.
c) Responsibility: "check product quality and safety marks before purchasing goods" (Buy only standardized goods as they provide quality assurance).
CASE 5 (Ananya)
Ananya ordered a pair of branded shoes from an online shopping platform. The website displayed high-quality pictures and claimed that the shoes were original products from a famous brand. When the package arrived, Ananya found that the shoes were of poor quality and looked different from what was shown on the website.
She immediately contacted the customer support team and reported the problem. The company initially delayed the response and did not provide a clear solution.
Ananya then carefully reviewed the return policy and submitted a complaint through the online grievance system. She also uploaded photographs showing the difference between the product shown online and the one delivered.
After investigating the issue, the company accepted the complaint and provided a refund. The platform also warned the seller for supplying misleading products.
This experience taught Ananya that consumers must carefully read product details and policies while shopping online.
a) Identify the consumer right involved in the case.
b) Explain the right identified above.
c) State one consumer responsibility highlighted in the case.
b) Explain the right identified above.
c) State one consumer responsibility highlighted in the case.
a) Right to be Heard / Right to seek Redressal.
b) Explanation: The right to be heard ensures that consumers' interests will receive due consideration at appropriate forums. The right to seek redressal provides relief in case the product falls short of expectations.
c) Responsibility: "submitted a complaint through the online grievance system" (File a complaint in an appropriate consumer forum in case of a shortcoming in the quality of goods purchased).
b) Explanation: The right to be heard ensures that consumers' interests will receive due consideration at appropriate forums. The right to seek redressal provides relief in case the product falls short of expectations.
c) Responsibility: "submitted a complaint through the online grievance system" (File a complaint in an appropriate consumer forum in case of a shortcoming in the quality of goods purchased).
CASE 6 (Arjun)
Arjun wanted to buy a new electric iron for his home. Before purchasing the product, he compared several brands and checked customer reviews online. He also verified whether the product had the ISI mark which indicates quality and safety.
After selecting a suitable model, Arjun purchased the iron from a reliable store and carefully kept the purchase bill and warranty card. While using the product, he read the instructions provided in the manual to ensure safe usage.
One day, his neighbour complained that the same model of iron had stopped working. Arjun advised him to contact the service centre and use the warranty card to get the product repaired.
Arjun’s careful behaviour shows how consumers can protect themselves by being alert and informed.
a) Identify the consumer responsibility mainly highlighted in the case.
b) Explain the responsibility identified above.
c) State one consumer right related to this situation.
b) Explain the responsibility identified above.
c) State one consumer right related to this situation.
a) Responsibility: Buy only standardized goods as they provide quality assurance / Read labels carefully.
b) Explanation: "verified whether the product had the ISI mark which indicates quality and safety." Standardized goods ensure they conform to established quality standards.
c) Right related: Right to Safety (buying standardized electrical appliances ensures safety).
b) Explanation: "verified whether the product had the ISI mark which indicates quality and safety." Standardized goods ensure they conform to established quality standards.
c) Right related: Right to Safety (buying standardized electrical appliances ensures safety).
CASE 7 (Consumer Organisation)
A local consumer organisation in a town organised an awareness program for residents. During the program, experts explained the importance of consumer rights and responsibilities. They informed people about issues such as defective goods, unfair trade practices, and misleading advertisements.
Many residents shared their experiences of facing problems while purchasing products. The experts guided them on how to file complaints through consumer helplines and online portals.
They also advised consumers to always read product labels, check expiry dates, and keep purchase receipts. The program encouraged people to become more aware and responsible consumers.
After the event, several residents reported that they had become more careful while purchasing goods and services.
a) Identify the consumer right discussed in the case.
b) Explain the right identified above.
c) Mention one consumer responsibility highlighted in the case.
b) Explain the right identified above.
c) Mention one consumer responsibility highlighted in the case.
a) Right to Consumer Education.
b) Explanation: The consumer has a right to acquire knowledge and to be a well-informed consumer throughout life.
c) Responsibility: "read product labels, check expiry dates, and keep purchase receipts."
b) Explanation: The consumer has a right to acquire knowledge and to be a well-informed consumer throughout life.
c) Responsibility: "read product labels, check expiry dates, and keep purchase receipts."
CASE 8 (Priya)
Priya visited a pharmacy to purchase medicine prescribed by her doctor. Before paying for the medicine, she carefully checked the expiry date printed on the package. She noticed that the medicine had already expired.
Priya immediately informed the pharmacist and refused to buy the medicine. The pharmacist realised his mistake and replaced it with a fresh pack.
Priya also advised other customers in the shop to always check the expiry date of medicines before purchasing them. She explained that expired medicines may be harmful to health.
Her careful action helped prevent the sale of unsafe medicines and ensured that consumers remained alert while buying medical products.
a) Identify the consumer responsibility highlighted in the case.
b) Explain the responsibility identified above.
c) State one consumer right related to this situation.
b) Explain the responsibility identified above.
c) State one consumer right related to this situation.
a) Read labels carefully.
b) Explanation: "she carefully checked the expiry date printed on the package." Reading labels ensures the consumer has info about manufacturing and expiry dates, net weight, etc.
c) Right related: Right to Safety (expired medicines are hazardous to health).
b) Explanation: "she carefully checked the expiry date printed on the package." Reading labels ensures the consumer has info about manufacturing and expiry dates, net weight, etc.
c) Right related: Right to Safety (expired medicines are hazardous to health).
CASE 9 (Vikram)
Vikram purchased a new washing machine from a retail store. The machine stopped working after only a few days of use. When Vikram approached the shopkeeper, the shopkeeper refused to help and suggested that Vikram should contact the company directly.
Vikram collected all necessary documents such as the purchase bill, warranty card, and product details. He then filed a complaint through the consumer grievance portal explaining the issue clearly.
After reviewing the complaint, the company sent a technician who confirmed that the machine had a technical defect. The company agreed to repair the product without any additional cost.
Vikram’s case shows how consumers can use proper legal channels to protect their interests.
a) Identify the consumer right highlighted in the case.
b) Explain the right identified above.
c) Mention one consumer responsibility shown in the case.
b) Explain the right identified above.
c) Mention one consumer responsibility shown in the case.
a) Right to seek Redressal.
b) Explanation: The right to seek relief against unfair trade practices or unscrupulous exploitation of consumers.
c) Responsibility: "filed a complaint through the consumer grievance portal" (File a complaint in an appropriate consumer forum).
b) Explanation: The right to seek relief against unfair trade practices or unscrupulous exploitation of consumers.
c) Responsibility: "filed a complaint through the consumer grievance portal" (File a complaint in an appropriate consumer forum).
CASE 10 (Kartik & Vivek Electronics)
Kartik is engaged in trading of Smart Televisions. He purchases these televisions from Vivek Electronics', the manufacturer. All the televisions are certified by 'Bureau of Indian Standards'. During Deepawali season, Vivek Electronics' supplied some defective television sets to Kartik. Kartik is getting complaints about the televisions from almost all the customers.
(a) Who amongst the following can exercise his/her 'Right' and against whom? (i) Kartik (ii) Vivek Electronics (iii) Consumers
(b) Define 'Consumer' as per the provisions of the Consumer Protection Act, 2019.
(c) State the 'Right' which can be exercised to get relief.
(b) Define 'Consumer' as per the provisions of the Consumer Protection Act, 2019.
(c) State the 'Right' which can be exercised to get relief.
(a) Consumers can exercise their right against Kartik (the seller) and Vivek Electronics (the manufacturer). Kartik cannot file a complaint under CPA because he is engaged in trading (buying for resale/commercial purpose).
(b) Consumer: Any person who buys any goods or hires/avails of any services for a consideration, and it includes any user of such goods or beneficiary of services with approval of the buyer, but does not include a person who obtains goods for resale or any commercial purpose.
(c) Right to seek Redressal.
(b) Consumer: Any person who buys any goods or hires/avails of any services for a consideration, and it includes any user of such goods or beneficiary of services with approval of the buyer, but does not include a person who obtains goods for resale or any commercial purpose.
(c) Right to seek Redressal.
CASE 11 (Sameeksha)
Sameeksha is a Class-XII student having Business Studies as one of her subjects. After studying 'Consumer Protection' as one of the chapters in Business-Studies, she tried to apply the acquired knowledge while purchasing and using the goods. She is very fond of cooking and always tries new recipies. This time she wants to purchase a Bread Maker' to prepare homemade bread. She checked online about the various brands of 'Bread Maker' available in the market and compared their price, so that an intelligent and wise choice can be made. Then she went to a near by market to buy it. Being an informed consumer she looked for the Standardization Mark, negotiated the price printed on the label, checked the date of manufacturing and asked for guarantee or warranty of the product. After satisfying with all the concerned information she purchased the 'Bread Maker' and as a responsible consumer asked for the cash-memo. After coming back home she opened the packaging of the 'Bread Maker' and found an instruction booklet inside. She carefully read all the instructions and operated the Bread Maker step-by-step and succeeded in making nice 'Atta Bread' for her family. Sameeksha has fulfilled many responsibilities of a consumer while purchasing and using the 'Bread Maker'.
State any four responsibilities fulfilled by Sameeksha besides asking for a cash-memo.
1. Be aware about various goods and services available in the market: "checked online about the various brands... to make an intelligent and wise choice."
2. Buy only standardized goods: "looked for the Standardization Mark."
3. Read labels carefully: "negotiated the price printed on the label, checked the date of manufacturing."
4. Learn about the risks associated with products: "carefully read all the instructions and operated the Bread Maker step-by-step."
2. Buy only standardized goods: "looked for the Standardization Mark."
3. Read labels carefully: "negotiated the price printed on the label, checked the date of manufacturing."
4. Learn about the risks associated with products: "carefully read all the instructions and operated the Bread Maker step-by-step."
CASE 12 (Ashish)
Ashish wanted to purchase one LCD TV for his home. He decided to go to various stores selling electronic items to check the available varieties of different brands. One of his friends took him to a manufacturer selling LCD TV at almost half the price. The manufacturer described its various features and insisted that Ashish buys the LCD TV from him. Seeing the features, Ashish decided to buy the TV from him, even when the TV was not having any standardisation mark on it. When Ashish asked for the cash memo, the manufacturer discouraged him, saying that it will attract additional tax. He further told Ashish not to worry and promised that if there would be any problem with the TV, he would replace it immediately. The TV started malfunctioning within a month and Ashish asked for its replacement. The manufacturer refused to replace the LCD TV, telling him that the problem is due to mishandling of the TV. Ashish decided to file a complaint in the Consumer Court against the manufacturer.
(i) Identify and explain two consumer rights discussed in the above case.
(ii) State two consumer responsibilities that Ashish did not fulfil while buying the LCD TV.
(ii) State two consumer responsibilities that Ashish did not fulfil while buying the LCD TV.
(i) Consumer Rights:
1. Right to Choose: "check the available varieties of different brands." The right to be assured access to a variety of products at competitive prices.
2. Right to seek Redressal / Right to be Heard: "decided to file a complaint in the Consumer Court." The right to get relief in case the product falls short of expectations.
(ii) Unfulfilled Responsibilities:
1. Did not buy standardized goods (TV had no standardization mark).
2. Did not ask for a cash memo on purchase of goods.
1. Right to Choose: "check the available varieties of different brands." The right to be assured access to a variety of products at competitive prices.
2. Right to seek Redressal / Right to be Heard: "decided to file a complaint in the Consumer Court." The right to get relief in case the product falls short of expectations.
(ii) Unfulfilled Responsibilities:
1. Did not buy standardized goods (TV had no standardization mark).
2. Did not ask for a cash memo on purchase of goods.
CASE 13 (Nishi)
Nishi had gone to a grocery store to make routine purchases. On reaching home, as she took out Binx tomato chips packet from the bag to give it to her son, she felt that it was underweight. She checked its weight on the kitchen weighing scale and found that it weighed 60 grams whereas the label on the chips packet mentioned the weight of the packet as 100 grams. She approached the manufacturer and complained about it. The manufacturer offered her a gift hamper and requested her not to disclose this to anyone. Nishi refused to accept the gift hamper and took the issue to a redressal agency.
(a) State two responsibilities discharged by Nishi, as a consumer, in the above case.
(b) State any two reliefs which can be granted to Nishi, if the consumer court is satisfied with the genuineness of the complaint.
(b) State any two reliefs which can be granted to Nishi, if the consumer court is satisfied with the genuineness of the complaint.
(a) Responsibilities discharged:
1. Be an honest consumer (refused the bribe/gift hamper and did not fall for unscrupulous practices).
2. File a complaint in an appropriate consumer forum (took the issue to a redressal agency).
(b) Reliefs:
1. To replace the defective product with a new one, free from any defect.
2. To pay a reasonable amount of compensation for any loss or injury suffered.
1. Be an honest consumer (refused the bribe/gift hamper and did not fall for unscrupulous practices).
2. File a complaint in an appropriate consumer forum (took the issue to a redressal agency).
(b) Reliefs:
1. To replace the defective product with a new one, free from any defect.
2. To pay a reasonable amount of compensation for any loss or injury suffered.
CASE 14 (Kewalram & Bholaram)
Consumer Protection Act, 2019: Redressal Machinery & Remedies
Kewalram started a sweets shop 'Karamati Sweets' in 1950. The sweets were famous all India for their good quality and people would come from far and wide to purchase sweets from him. As he grew old, he could no longer run the shop. So, he sold the shop to one of his neighbours 'Bholaram'. After a few months, to further increase the revenue, 'Bholaram' started engaging in unfair trade practices like using adulterated khoya and paneer. He thought that no one would know about it as 'Karamati Sweets' had a good image in the eyes of the people. Slowly, people started falling sick after consuming sweets purchased from 'Karamati Sweets' but they did not know where to go and to whom to complain. Raghav, a resident of the village had recently completed his studies. He was also a member of a non-governmental organisation. 'Meri Voice'. He felt that the villagers should be made aware about the rights and reliefs available to them. He started creating awareness about consumer rights among the villagers to protect their interest through a series of talks and presentations in the village.
(a) Identify and explain the consumer right discussed in the above para.
(b) Also, identify and explain the consumer right violated by 'Bholaram' in the above case.
(b) Also, identify and explain the consumer right violated by 'Bholaram' in the above case.
(a) Right to Consumer Education: "creating awareness about consumer rights among the villagers." The consumer has a right to acquire knowledge and to be a well-informed consumer.
(b) Right to Safety: "using adulterated khoya and paneer... people started falling sick." The consumer has a right to be protected against goods and services which are hazardous to life and health.
(b) Right to Safety: "using adulterated khoya and paneer... people started falling sick." The consumer has a right to be protected against goods and services which are hazardous to life and health.
CASE 15 (Rajneesh)
Rajneesh purchased a 500 ml bottle of fruit juice for 60 in Ahmedabad from a local store. While consuming it, he found an insect floating in it. He sent a legal notice to the company immediately and decided to approach a Consumer Dispute Redressal Agency for a relief of 2 lakh.
(i) Which Consumer Dispute Redressal Agency did Rajneesh approach, out of the three-tier machinery set up under Consumer Protection Act, 2019 for redressal?
(ii) If Rajneesh is not satisfied by the order of the above Agency, where can he appeal against such order and within how many days?
(iii) State any two reliefs that can be granted to Rajneesh in the above case.
(ii) If Rajneesh is not satisfied by the order of the above Agency, where can he appeal against such order and within how many days?
(iii) State any two reliefs that can be granted to Rajneesh in the above case.
(i) District Commission (because the value of goods and compensation claimed does not exceed ₹1 crore).
(ii) State Commission, within 45 days from the date of the order.
(iii) Reliefs:
1. To replace the defective product.
2. To pay a reasonable amount of compensation for any loss or injury suffered (or to refund the price paid).
(ii) State Commission, within 45 days from the date of the order.
(iii) Reliefs:
1. To replace the defective product.
2. To pay a reasonable amount of compensation for any loss or injury suffered (or to refund the price paid).
CASE 16 (Anuj & SS Developers)
Anuj, after a lot of research, paid 'SS Developers' an advance of 2 crore to build a lavish house for him. They promised to deliver the property within 18 months. At the end of 18 months, Anuj asked for the delivery of the property many times but the developer did not respond. Anuj realized that 'SS Developers' was not in a position to hand over the property to him. Anuj asked for a refund of the money with interest, which 'SS Developers' refused. Anuj approached the consumer court with his complaint.
(i) Which grievance redressal agency had Anuj approached?
(ii) State any three reliefs Anuj is likely to get, if the consumer court is satisfied with the complaint.
(ii) State any three reliefs Anuj is likely to get, if the consumer court is satisfied with the complaint.
(i) State Commission (because the value of consideration paid is ₹2 crore, which exceeds ₹1 crore but does not exceed ₹10 crore).
(ii) Reliefs:
1. To refund the price paid (₹2 crore with interest).
2. To pay a reasonable amount of compensation for any loss or injury suffered.
3. To remove the deficiency in service (if applicable).
(ii) Reliefs:
1. To refund the price paid (₹2 crore with interest).
2. To pay a reasonable amount of compensation for any loss or injury suffered.
3. To remove the deficiency in service (if applicable).
CASE 17 (Suresh)
Mr. Suresh purchased a washing machine from a large electronics showroom. The salesman assured him that the machine had advanced features and would work efficiently. However, within a month the machine started making unusual noises and stopped working properly. Suresh contacted the shopkeeper and requested repair or replacement, but the shopkeeper refused to take responsibility.
Suresh then contacted the company’s service centre. The technician informed him that the machine had a manufacturing defect. Even after this confirmation, the seller did not agree to replace the product.
Feeling helpless, Suresh collected the purchase bill, warranty card, and service report. He then decided to file a complaint before the District Consumer Disputes Redressal Commission.
The commission examined the documents and heard both parties carefully. After reviewing the evidence, the commission directed the seller to replace the defective washing machine with a new one and also pay compensation for the inconvenience caused.
This case shows how consumers can approach consumer courts when sellers refuse to solve their problems.
a) Identify the consumer redressal agency approached in the case.
b) Who filed the complaint in this situation?
c) State one remedy granted by the commission.
b) Who filed the complaint in this situation?
c) State one remedy granted by the commission.
a) District Consumer Disputes Redressal Commission.
b) Mr. Suresh (The Consumer).
c) Remedy: Directed the seller to replace the defective washing machine with a new one (and pay compensation).
b) Mr. Suresh (The Consumer).
c) Remedy: Directed the seller to replace the defective washing machine with a new one (and pay compensation).
CASE 18 (Private School)
A private school hired a transport company to provide bus services for its students. The school paid a large amount to the company for the entire year. However, the buses often arrived late and sometimes did not operate at all, causing inconvenience to students and parents.
Many parents complained to the school management. The school administration contacted the transport company several times, but the problem continued.
Finally, the school management decided to file a complaint before the appropriate consumer authority on behalf of the parents and students who were using the service.
The commission examined the contract between the school and the transport company and also listened to the complaints of parents. After reviewing the situation, the commission ordered the transport company to improve its services immediately and refund a part of the fee charged for the unsatisfactory service.
This case highlights that a complaint can also be filed by organisations representing consumers.
A. Who filed the complaint in the above case?
B. Identify the consumer redressal agency involved.
C. State one remedy provided by the commission.
B. Identify the consumer redressal agency involved.
C. State one remedy provided by the commission.
A. The private school management (acting as a recognized consumer association or representative).
B. Appropriate consumer authority (District/State Commission depending on value).
C. Remedy: Ordered to remove the deficiency in service (improve services) and refund a part of the fee.
B. Appropriate consumer authority (District/State Commission depending on value).
C. Remedy: Ordered to remove the deficiency in service (improve services) and refund a part of the fee.
CASE 19 (Aman)
Aman bought a smartphone from a popular retail store. Within a few weeks, the phone’s battery started draining very quickly. Aman contacted the shopkeeper, but the shopkeeper blamed Aman for improper use.
Aman’s elder brother advised him to take legal action because the phone was still under warranty. Aman collected the purchase bill, warranty card, and screenshots showing the battery issue.
Since the price of the phone was not extremely high, Aman decided to file a complaint before the District Consumer Commission. He submitted all the documents along with a written complaint explaining the problem.
After hearing both sides, the commission concluded that the phone had a technical defect. The company was directed to repair the phone free of cost and compensate Aman for the inconvenience.
This case helped Aman understand that consumers have the right to approach consumer courts when goods are defective.
a) Who filed the complaint in the above case?
b) Identify the consumer redressal machinery involved.
c) Mention one remedy granted to Aman.
b) Identify the consumer redressal machinery involved.
c) Mention one remedy granted to Aman.
a) Aman (The Consumer).
b) District Consumer Commission.
c) Remedy: To repair the phone free of cost (remove the defect) and compensate for inconvenience.
b) District Consumer Commission.
c) Remedy: To repair the phone free of cost (remove the defect) and compensate for inconvenience.
CASE 20 (Housing Complex)
A group of people purchased apartments in a newly constructed housing complex. The builder promised facilities such as proper water supply, parking space, and security systems. However, after the buyers moved in, they realised that many promised facilities were missing.
The apartment owners discussed the issue and formed an association to represent all residents. The association contacted the builder several times, but the builder ignored their complaints.
Finally, the association decided to file a complaint before the State Consumer Disputes Redressal Commission because the value of the dispute was quite high.
The commission examined the agreement signed between the builder and the buyers. It found that the builder had failed to provide the promised facilities. Therefore, the commission ordered the builder to complete the remaining work and compensate the residents for the delay and inconvenience.
This case shows that recognised consumer associations can also file complaints.
a) Who filed the complaint in the above case?
b) Identify the consumer redressal agency involved.
c) State one remedy ordered by the commission.
b) Identify the consumer redressal agency involved.
c) State one remedy ordered by the commission.
a) A recognized consumer association (the association formed by apartment owners).
b) State Consumer Disputes Redressal Commission.
c) Remedy: Ordered the builder to remove the deficiency in service (complete remaining work) and pay compensation.
b) State Consumer Disputes Redressal Commission.
c) Remedy: Ordered the builder to remove the deficiency in service (complete remaining work) and pay compensation.
CASE 21 (Meena's Purifier)
Meena purchased a water purifier from a local dealer. After installation, the purifier did not work properly and produced strange noises. Meena contacted the dealer many times, but he did not respond.
Her friend suggested filing a complaint through the consumer protection system. Meena prepared all documents related to the purchase and submitted her complaint to the District Consumer Commission.
During the hearing, the dealer argued that the product was damaged due to improper installation. However, the service engineer confirmed that the defect existed in the purifier itself.
After reviewing the evidence, the commission directed the dealer to replace the defective purifier with a new one and pay compensation for the inconvenience caused to Meena.
This case demonstrates how consumer courts help consumers receive justice when sellers fail to fulfil their responsibilities.
a) Who filed the complaint in the above case?
b) Identify the consumer redressal agency involved.
c) Mention one remedy granted to the consumer.
b) Identify the consumer redressal agency involved.
c) Mention one remedy granted to the consumer.
a) Meena (The Consumer).
b) District Consumer Commission.
c) Remedy: To replace the defective purifier with a new one.
b) District Consumer Commission.
c) Remedy: To replace the defective purifier with a new one.
CASE 22 (CCPA Intervention)
Several customers complained about a packaged food product that contained harmful substances. Many consumers reported falling sick after consuming the product.
After receiving these complaints, the Central Consumer Protection Authority (CCPA) decided to investigate the matter. The authority tested the product in laboratories and confirmed that the product was unsafe for consumption.
The authority immediately ordered the company to stop selling the product and recall the existing stock from the market. It also directed the company to compensate affected consumers and imposed a penalty on the manufacturer.
This action helped protect a large number of consumers from unsafe products and showed that government authorities can also take action in the interest of consumers.
a) Which authority took action in the above case?
b) Who can file complaints in such cases?
c) State one remedy ordered by the authority.
b) Who can file complaints in such cases?
c) State one remedy ordered by the authority.
a) Central Consumer Protection Authority (CCPA).
b) The Central Authority or the State Authority can file complaints representing consumers as a class.
c) Remedy: Ordered the company to stop selling the product and recall the existing stock from the market.
b) The Central Authority or the State Authority can file complaints representing consumers as a class.
c) Remedy: Ordered the company to stop selling the product and recall the existing stock from the market.
© 2026-27 Business Studies Master | Authored by Rathin Kumar Bardhan
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