NCERT Solutions for Class 12 Business Studies Chapter 12 Consumer Protection

NCERT Solutions for Class 12 Business Studies Chapter 12 Consumer Protection

NCERT Solutions for Class 12 Business Studies Chapter 12 Consumer Protection is designed and prepared by the best teachers across India. All the important topics are covered in the exercises and each answer comes with a detailed explanation to help students understand concepts better. These NCERT solutions play a crucial role in your preparation for all exams conducted by the CBSE, including the JEE.

NCERT TEXTBOOK QUESTIONS SOLVED

Ans. A business can not survive without paying attention on protecting the consumers interest and adequately satisfying them. This is important because of the following reasons
(i) Long Term Interest of Business
Business firms should aim at long term profit maximisation through customer satisfaction. Satisfied customers not only lead to repeat sales but also provide good
feedback to prospective customers and thus help in increasing the customer base of business.
(ii) Business uses Society's Resources
Business organisation uses resources which belong to the society, thus they have a responsibility to supply such products and render such services which are in public interest.
(iii) Social Responsibility
A business has social resposibility towards various interest groups. Business organisations make money by selling goods and providing services to consumers. Thus, consumers form an important group among the many stakeholders of business and like other stakeholders, their interest has to be well taken care of.
(iv) Moral Justification
The moral duty of any business is to take care of consumer's interest and securing them from exploitation. Thus, a business must avoid insecure loss, exploitation and unfair trade practices like defective and unsafe products, adulteration, false and misleading advertising hoarding, black marketing etc.
(v) Government Intervention
A business engaging in any form of exploitation time trade practices would invite government intervention or action. Thus, it is advisable that business organisation voluntarily resort to such practices, where the customers need and interests will be taken care of.

Ans. The Indian legal framework consists of a number of regulations which provide protection to consumers. Some of these regulations are as under
(i) The Consumer Protection Act, 1986
The Act provides safeguards to consumers against defective goods, deficient services, unfair trade practices etc.
(ii) The Contract Act, 1982
The Act lays down the conditions in which the promises made by parties to a contract will be binding on each other.
(iii) The Sale of Goods Act, 1930
The Act provides some safeguards and reliefs to the buyers of the goods in case, the goods purchased do not comply with express or implied conditions or warranties.
(iv) The Essential Commodities Act, 1955
The Act aims at controlling, I (reduction, supply, distribution and price of essential commodities.
(v) The Agricultural Produce Act, 1937
The Act prescribes grade ctandards for agricultural commodities and livestock products.
(vi) The Prevention of Food Adulteration Act, 1954
The Act aims to check adulteration of foods articles and ensure their purity, so as to maiulain public health.
(vii)The Standards of Weights and Measures Act, 1976
It provides protection to consumers against the malpractice of under-weight or under-measure.
(viii) The Trade Marks Act, 1999
The Act prevents the use of fraudulent marks on products and thus provides protection to the consumers against such products.
(ix) The Competition Act, 2002
The Act provides protection to the consumers in case of practices adopted by business firms which hamper competition in the market.
(x) The Bureau of Indian Standard Act, 1986
The bureau has two major activities : formulation of quality standards for goods and their certification through the BIS certification scheme. The bureau has also set up a grievance cell, where consumers can make a complaint about quality of products carrying the ISI mark.

Ans. A consumer should keep in mind the following responsibilities
while purchasing, using and consuming goods and services
(i) Be aware about various goods and services available in the market, so that an intelligent and wise choice can be made.
(ii) Buy only standardised goods as they provide quality assurance. Thus, look for ISI mark on electrical goods, FPO mark on food products and Hallmark on jewellary etc.
(iii) Learn about the risks associated with products and services.
(iv) Read labels carefully, so as to have information about prices, weight, manufacturing and expiry dates etc.
(v) Assert yourself to get a fair deal.
(vi) Be honest in your dealings. Choose only from legal goods and services.
(vii) Ask for a cash-memo on purchase of goods and services. This would serve as a proof of the purchase made.
(viii) File a complaint in an appropriate consumer forum in case of a shortcoming in the quality of goods purchased or services availed.
(ix) Form consumer societies which would play an active part in educating consumers and safeguarding their interests
(x) Respect the environment, avoid waste, littering and contributing to pollution.

Ans. A complaint can be made by
(i) Any consumer.
(ii) Any registered consumer's association.
(iii) The Central Government or any State Government.
(iv) One or more consumers, on behalf of numerous consumers having the same interest.
(v) A legal heir or representative of a deceased consumer.

Ans. A complaint can be made to the appropriate state commission when the value of the goods and services, along with compensation claim exceeds Rs.20 lakhs but does not exceed Rs 1 crore. The appeals against the orders of a District Forum can also be filed before the state commission.

Ans. Online registration of complaints has been initiated by the ministry of consumer affairs to make filing of complaint easy.

Ans.A student can play an active role in bringing out an awareness campaign on 'Consumer Protection'.
(i) Special assemblies can organised to show the display of consumer rights and responsibilities.
(ii) When school organises any exhibition the commerce students can put a stall and give demonstration on responsibilities of a consumer.
(iii) The Biology and Chemistry laboratories can be used for testing adulterated goods, (e.g., milk, paneer, spices etc).
(iv) Essay writing competitions, debate competition and quiz can be organised to promote the awareness on consumer protection.
(v) Encourage students to boycott goods/eatables which are adulterated or defective in school canteen.
(vi) To set up voluntary complaint centre for consumer guidance and counseling.

Ans. With the implementation of online registration, educated and technology friendly consumer will gain but in my opinion the unaware, ignorant and simple consumers who still are far away from e-governance would stand in need of the 3 forums working efficiently and effectively. Thus both the systems should work parallel, hand in hand to protect the interests of different types of consumers.

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