Consumer Rights and Protection Notes Class 10 Geography Chapter 4 Kerala Syllabus Questions and Answers

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SCERT Class 10 Social Science Geography Chapter 4 Consumer Rights and Protection Notes Question Answer Kerala Syllabus

Class 10 Geography Chapter 4 Notes Kerala Syllabus Consumer Rights and Protection

Question 1.
What are the various factors that influence consumption?
Answer:

1. Price
2. Perceived quality
3. Advertising spend
4. Consumer income
5. Consumer confidence
6. Changes in taste and fashion

Question 2.
The change in total utility and marginal utility after the consumption of each additional unit of orange is given in the table below. Analyse the table and answer the following questions:

(a) What happens to total utility when 1 to 5 units of oranges are consumed? What is the change in total utility after the consumption of the 6th unit?
(b) When a certain unit of oranges is consumed, the marginal utility is shown as zero. Which is it? Why does the marginal utility become negative when 7 and 8 units of oranges are consumed?
Answer:
(a) When 1 to 5 units of oranges are consumed, the total utility increased from 20 to 67. The total utility remains the same (67) after the consumption of the 6^th unit.

(b) The marginal utility is shown as zero when 6 units of oranges are consumed. When 7 units of oranges are consumed, total utility diminishes from 67 to 64 (so, its marginal utility is calculated as 64 – 67 = -3). Then, when 8 units of oranges were consumed, the total utility diminished again, and the marginal utility at that situation is -7 (ie, 57 – 64 = -7), so that the values of marginal utility become negative.

Question 3.
Using the quantities given in the above table, we can draw a Total Utility Curve and a Marginal Utility Curve, shown below.

Observe the above graph and prepare a note explaining the relationship between total utility and marginal utility.
Answer:
As per the graph, Total utility increases while consuming each unit of oranges up to a maximum of 6 units of oranges. According to this, the marginal utility decreases up to 5 units and becomes zero at the 6th unit. After consuming additional units of oranges (7^th & 8^th), the total utility diminishes so that the marginal utility becomes negative. As consumption increases, MU typically diminishes (law of diminishing marginal utility), and TU increases at a decreasing rate, reaching a maximum when MU is zero, and then declines when MU becomes negative.

Question 4.
Different types of goods and services and their characteristics are given below. Complete the table using the hints provided.
Hints:
• Sunlight, Air
• Food, Vehicles
• Clothes, Minerals
• Factory, Machinery
• House, Footwear
• Table, House
• Milk, Vegetables
Answer:

Types of goods	Peculiarities	Examples
Free goods	Free goods are those that are abundant in nature and are freely available to everyone. They need not be paid for.	Sunlight, Air
Economic goods	These are goods and services that are purchased and used for a price. They can often be manufactured or collected from nature.	Milk, Vegetables, vehicles, clothes
Consumer goods	Consumer goods are the final goods used by the consumers to satisfy their wants. They are bought and sold for a price and are not subjected to production process again.	Food, Vehicles, clothes, Table, machinery.
Capital goods	It is a physical product which is used in the production of another product. Capital goods are goods that assist in the production process and are sometimes used as consumables. It is not considered as capital goods at such instances.	Machinery, Vehicles, House
Durable goods	Durable goods are things that last for a long time. They can be reused	Vehicles, Table, machinery.
Non -Durable goods	Non-durable goods are items that can be used only for a short period of time.	Food, Clothes, Footwear, Milk, vegetables

Question 5.
What are the things a consumer should pay attention to while buying goods and services from markets? Complete the list.
Answer:

• Seller reputation
• Product features
• Customer reviews

Question 6.
When you receive a bill for purchasing goods and services, check whether it has the GST number. Write down the other things you should pay attention to.
Answer:

• Customer name
• Item details, i.e. description, quantity (number), Unit (meter, kg, etc.)

Question 7.
Check the bills of goods purchased in your household over a period of time and prepare a list of items that are subject to different GST rates.
Answer:

Examples of items	Indicative GST rate
Fresh milk, vegetables, unpacked food grains, eggs, newspaper, books	0%
Sugar, tea, coffee, edible oils, packed paneer, spices, domestic LPG,	5%
Butter, ghee, processed food, fruit juices, packed coconut water, some kitchen wares, computers, and mobile phones	12%
Hair oil, tooth pastes, ice creams, soaps, com flakes, mineral water, furniture, kitchen appliances, stationery items	18%

Question 8.
Prepare posters on consumer rights and display them in the class.
Answer:

CONSUMER POWER! KNOW YOUR RIGHTS! • Right to Safety • Right to Information • Right to Choice • Right to Redressal • Right to Consumer Education

Question 9.
Search the newspapers of the last six months available at your school library. Prepare a note on the various types of fraud reported in them.
Answer:
Here are some types of fraud commonly reported in newspapers.

a) Digital and Online Frauds:

• Sellers on online platforms are not delivering goods after receiving payment
• Creating fake websites that look very similar to legitimate ones.
• Unauthorised use of credit/debit card information for online or offline purchases.

b) Financial Frauds:

• Providing false information or documents to obtain loans.
• Concealing the origins of illegally obtained money by passing it through a complex sequence of banking transactions.

c) Social and Other Frauds:
Creating fake online profiles to deceive individuals into believing they are in a romantic relationship and then asking for money.

Question 10.
Examine the labels of the two toothpastes given in the figure below and prepare a note by adding the symbols found and their meanings.

Answer:
The Symbols found on these two labels of toothpastes are:

• The green dot inside a square: This indicates that the product is 100% vegetarian.
• The number 20 inside a triangle with an arrow: This is the resin identification code for paper and cardboard, indicating that the packaging is recyclable.
• The letters “PAP” below the triangle further specify that the material is paper.
• A symbol of a person throwing trash into a bin: This encourages proper disposal and recycling of the packaging.

Question 11.
There are many other symbols that indicate the quality of products. Find them and prepare a picture album.
Answer:

Question 12.
Laws and procedures alone cannot fully ensure customer satisfaction. We need the intervention of a civic-minded society also. How can a society intervene in this matter? Organise a discussion in the class and prepare notes.
Answer:
The discussion points are:

• The statement “Laws and procedures alone cannot fully ensure customer satisfaction. We need the intervention of a civic-minded society also” highlights a crucial aspect of consumer rights and business ethics.
• Laws often set minimum acceptable standards. True customer satisfaction requires businesses to go beyond these minimums and build positive relationships.
• Customer satisfaction is not solely transactional. It involves emotional and relational aspects that laws cannot fully regulate. Empathy, responsiveness, and a genuine desire to help contribute significantly to a positive customer experience.
• Educating citizens about their rights and responsibilities as consumers empowers them to make informed choices and demand better service. This can be done through public awareness campaigns, workshops, and educational curricula.
• Online platforms and social media allow consumers to share their experiences (both positive and negative), creating transparency and influencing the reputation of businesses. Responsible and constructive feedback can encourage improvements.
• A civic-minded society can encourage businesses to adopt corporate social responsibility initiatives that prioritize customer well-being and ethical conduct.

Points

• Consumer satisfaction is the main objective of all economic activities, and the customer gets satisfaction from using goods and services.
• The want-satisfying power of a commodity/ good is known as utility, and to understand the change in utility when a good is consumed continuously over a given period of time, we need to know about the measures of utility, such as total utility and marginal utility.
• Consumers who lack a clear understanding of product-related issues such as price, quality, warranty, and safety standards are more susceptible to being misled and exploited.
• The Consumer Protection Movement is the most important initiative taken to address the violation of consumer rights and the cheating of consumers.
• The Consumer Protection Act came into force in India on 24 December 1986, following the adoption of the 1985 United Nations Resolution containing guidelines on consumer protection.
• The Consumer Protection Act 2019 came into force on 20 July 2020, replacing the Consumer Protection Act of 1986.
• Consumer courts play a crucial role in intervening in consumer disputes and providing justice, including redressal.
• The three-tier advisory committees under the Consumer Protection Act are, District Consumer Protection Council, the State Consumer Protection Council, and the National Consumer Protection Council.
• If a consumer is cheated, he/she can file a complaint with the respective office or consumer courts.
• Consumer cheating often occurs due to a combination of factors, including the carelessness and ignorance of consumers, as well as unethical business practices and inadequate regulatory enforcement.
• Consumer education is about educating consumers about their rights, responsibilities, choices of products and services, differences in markets and consumer laws.

Std 10 Geography Chapter 4 Notes Kerala Syllabus – Extended Activities

Question 1.
Visit the website national consumer helpline.gov.in, study the Consumer Handbook and prepare an album of pictures related to consumer protection.
Answer:

Question 2.
Visit the different markets in your area and conduct a survey to identify the changing consumer preferences, product characteristics, and price variations.
Answer:
(Hints: Some survey questions were given for your reference).
1. In the past year, have your preferences for the types of products you buy changed?

• Yes □
• No □
• Slightly □

2. Are you more or less likely to try new brands or products compared to a year ago?

• Much more likely □
• Slightly more likely □
• No change □
• Slightly less likely □
• Much less likely □

3. What are your preferred ways of getting information about new products or services? (Select all that apply)

• Online advertisements □
• Social media □
• Recommendations from friends/family □
• In-store displays □
• Reviews websites □
• Other (please specify) □

4. Are you buying more organic or locally sourced food products now compared to before?

• Yes, significantly more □
• Yes, slightly more □
• No change □
• Less □

5. How important are the latest features and technology when you buy electronics?

• Very important □
• Moderately important □
• Not very important □
• Not at all important □

Question 3.
Conduct a survey of homes in your neighbourhood by adding appropriate questions to the questionnaire on consumer rights already given in this chapter
Answer:
(Hints: Some survey questions were given for your reference).
1. How familiar are you with your basic consumer rights in India?

• Very familiar □
• Somewhat familiar □
• Not very familiar □
• Not at all familiar □

2. Have you ever faced a situation where you felt your consumer rights were violated?

• Yes □
• No □
• Not sure □

3. Do you know about any consumer protection laws or helplines in India?

• Yes (Please specify which ones if possible) □
• No □

4. How satisfied are you with the overall quality of goods and services available in our neighbourhood?

• Very satisfied □
• Satisfied □
• Neutral □
• Dissatisfied □
• Very dissatisfied □

5. Have you ever filed a consumer complaint?

• Yes □
• No □

Question 4.
Set up a consumer help desk under the auspices of the school’s consumer club. With the help of teachers, educate the public on the steps to be taken if a consumer is cheated.
Answer:
By establishing this Consumer Help Desk and actively engaging in public education, the school’s Consumer Club can play a significant role in empowering the local community with knowledge about their consumer rights and the steps they can take when faced with unfair practices. This initiative fosters civic responsibility among students and contributes to a more informed and protected consumer environment.

If a consumer is cheated, these are the steps to be taken by the public:

• Advise consumers to remain calm and polite when dealing with the seller/service provider.
• Stress the importance of collecting and preserving all evidence such as Original bills, receipts, invoices, etc.
• Encourage consumers to first approach the seller/service provider with their grievance and attempt to resolve the issue amicably. And advise them to do this in writing (email or registered post) to have a record of their communication.
• Educate the public on fundamental consumer rights, such as the right to safety, the Right to be informed, the right to choose, the Right to be heard, the right to seek redressal, Right to consumer education.
• Explore Grievance Redressal Mechanisms such as, Consumer Help Desk (Your School’s Initiative), Online Consumer Complaint Portals, Consumer Forums, Consumer Organisations/NGOs, Legal Aid (if applicable), etc.
• Emphasise the importance of filing complaints within the stipulated time period (usually within two years of the cause of action).
• Encourage consumers not to give up easily if they have a genuine grievance.
• Check the sustainability of the Help Desk.

Question 5.
If any of your school’s alumni is working in consumer courts, invite them to your school and organise an interview about consumer rights.
Answer:
(Some interview questions are given below for your reference).

1. Could you please tell us a bit about your journey after graduating from our school and how you ended up working in consumer courts?
2. What motivated you to specialise in consumer law?
3. From your experience, what are some of the most common types of consumer rights violations that you see in the consumer court? (Are there any specific trends you’ve noticed in Kochi/Kerala?)
4. What are the fundamental consumer rights that every citizen should be aware of? Can you explain them in simple terms for our students?
5. What is the typical process involved in filing a complaint in a consumer court? What kind of evidence is crucial for a successful case?
6. What are some of the most frequent types of complaints you encounter related to goods (e.g., defective products, misleading advertisements)?
7. What skills or knowledge would you recommend for students interested in pursuing a career in consumer law or related fields?

Question 6.
Celebrate Consumer Day in a grand manner by including seminars, exhibitions, etc.
Answer:
(Main Points that must be included in Seminars on Consumer Day)

• Basic Consumer Rights for Students
• Safe Online Shopping and Avoiding Cyber Fraud
• Understanding Product Labels and Quality Standards
• The Importance of Bills and Receipts
• How to file a Consumer Complaint (with local examples)
• Sustainable Consumption Practices
• Food Safety and Consumer Rights
• Financial Literacy and Avoiding Financial Scams

Based on the seminars conducted, you can arrange exhibitions including the pictures on consumer acts,
consumer satisfaction, consumer education, etc. or make picture albums.

Question 7.
Prepare short documentaries on what you, as students, can do to spread consumer education.
Answer:
The Steps for Students to Create Documentaries are:

• Brainstorming and Idea Selection: As a class or in groups, brainstorm potential themes relevant to consumer issues in Kochi. Select a theme and define the target audience and key message.
• Research and Scripting: Conduct thorough research on the chosen topic using reliable sources (with teacher guidance). Develop a concise and engaging script.
• Storyboarding: Plan the visual flow of the documentary by creating a storyboard outlining the scenes and shots.
• Filming: Shoot the necessary footage in and around the school and local areas (with necessary permissions and adult supervision). Utilise smartphones or basic cameras.
• Editing: Learn basic video editing skills to assemble the footage, add narration, text overlays (in English and Malayalam), and background music.
• Review and Feedback: Share the draft documentaries with teachers and peers for constructive feedback.
• Finalisation and Sharing: Make necessary revisions and finalise the documentaries for sharing within the school, during Consumer Day events, and potentially on school social media platforms (with appropriate permissions).

Question 8.
Prepare a note examining recent court observations and judgments against misleading advertisements.
Answer:
The recent trend in court observations and judgments indicates a heightened scrutiny of misleading advertisements in India. The judiciary is actively reinforcing consumer rights, emphasizing truthfulness and accuracy in advertising, and holding both advertisers and endorsers accountable. The existing legal framework, particularly the Consumer Protection Act, 2019, provides the necessary teeth to address this issue, and its enforcement is being given greater importance. This evolving legal landscape aims to create a more transparent and fair marketplace for consumers in India, including in Kochi, Kerala. Consumers are being empowered to seek redressal, and advertisers are being put on notice to ensure their claims are genuine and do not deceive the public. The judiciary, along with regulatory bodies, is increasingly emphasising the protection of consumer rights and holding advertisers accountable for false and deceptive claims. Here’s an examination of some key trends and pronouncements:

• The Supreme Court has been actively hearing petitions related to misleading advertisements, particularly in the context of health and food products. A significant case involves the Indian Medical Association (IMA) and Patanjali Ayurved, where the court has taken a strong stance against unsubstantiated claims, and the denigration of modem medicine.

• The Consumer Protection Act, 2019, defines “misleading advertisement” broadly, encompassing false descriptions, guarantees, and deliberate concealment of important information. The Act empowers the Central Consumer Protection Authority (CCPA) to investigate and take action against misleading advertisements.

Consumer Rights and Protection Class 10 Notes Pdf

INTRODUCTION

Human needs are many. The list of needs of modern man is long, like food, clothing, shelter, education, health, and entertainment. For all these needs, man uses various kinds of goods and services. Among these goods and services, there are those that are bought at a price and those that are not paid for. Imagine you buy something or pay for a service. Consumer rights are like the basic rules that say you deserve to get what you paid for – good quality, honest information, and fair treatment. Consumer protection is like having a system in place to make sure these rules are followed. It’s about laws and organisations that help you if a company tries to cheat you or sells you something bad. In India, there’s a main law called the Consumer Protection Act, 2019, that helps protect your rights as a buyer. Basically, it makes sure businesses treat you fairly.

Consumer satisfaction

• Consumer satisfaction is the main objective of all economic activities, and it isn’t easy to measure mathematically because it is subjective and depends on each person’s mental state.
• The customer gets satisfaction from using goods and services.
• The want-satisfying power of a commodity/ good is known as utility, and it can be measured by using the unit of utils.
• To understand the change in utility when a good is consumed continuously over a given period of time, we need to know about the measures of utility, such as total utility and marginal utility.
• The Law of Diminishing Marginal Utility is based on the assumptions that all products must be of the same quality and that the consumer’s income and tastes do not change.

Consumer rights and protection

• Consumers who lack a clear understanding of product-related issues such as price, quality, warranty, and safety standards are more susceptible to being misled and exploited.
• By collecting a bill with a GST number, consumers not only protect their individual consumer rights (like proof of purchase and recourse in case of issues) but also contribute to a social commitment by supporting a transparent economic system and discouraging unethical practices.
• The Consumer Protection Movement is the most important initiative taken to address the violation of consumer rights and the cheating of consumers.

Consumer protection movement

• The Consumer’ Protection Movement in India came into being with the formation of the Consumer Guidance Society of India in Mumbai in 1966.
• The Consumer Protection Act came into force in India on 24 December 1986, following the adoption of the 1985 United Nations Resolution containing guidelines on consumer protection.
• The Consumer Protection Act 2019 came into force on 20 July 2020, replacing the Consumer Protection Act of 1986.

Consumer courts

• Consumer courts play a crucial role in intervening in consumer disputes and providing justice, including redressal.
• The three-tier advisory committees under the Consumer Protection Act are, District Consumer Protection Council, the State Consumer Protection Council, and the National Consumer Protection Council.
• If a consumer is cheated, he/she can file a complaint with the respective office or consumer courts.
• Persons with grievances can write a detailed complaint on a white paper and submit it directly to the consumer dispute redressal court, along with supporting documents as evidence.
• Consumer cheating often occurs due to a combination of factors, including the carelessness and ignorance of consumers, as well as unethical business practices and inadequate regulatory enforcement

Consumer education

• Consumer education is about educating consumers about their rights, responsibilities, choices of products and services, differences in markets and consumer laws.
• Consumer education is being included as a separate topic in the curriculum, and through this, practical experiences are being presented to the children in the classroom.
• Consumers need to be aware of their rights and be able to complain and get solutions to the problems they face.
• Consumer protection law plays a major role in ensuring ethical practices in the business sector where producers and consumers come into contact. The intervention of a society that has civic consciousness and consumer education should be there in consumer protection.

CONSUMER SATISFACTION

• Consumer satisfaction is the main objective of all economic activities.
• The want-satisfying power of a commodity/good is known as utility, and it can be measured by using the unit of utils.
• To understand the change in utility when a good is consumed continuously over a given period of time, we need to know about the measures of utility. They are total utility and marginal utility.
• The Law of Diminishing Marginal Utility is based on the assumptions that all products must be of the same quality and that the consumer’s income and tastes do not change.

The customer gets satisfaction from using goods and services. Consumer satisfaction is the main objective of all economic activities. But satisfaction is difficult to measure mathematically because it is subjective and depends on each person’s mental state. However, if we want to know the dynamics of satisfaction, we need to quantify it. Alfred Marshall was the first economist to make an attempt at such a quantification. The satisfaction gained through consumption can be considered as the utility of goods and services.

UTILITY

• The want-satisfying power of a commodity/ good is known as utility.
• It can be measured by using the unit of utils.
• Cardinal Utility Theory states that the satisfaction derived by the consumer through the consumption of goods and services can be quantified by using cardinal numbers.
• Changes in utility can influence the choice and consumption of goods and services.
• Utility is individual-based. It may vary depending on place and time.
  Eg: the utility provided by a fan to a person living in a hot climate may not be the same for a person in a cold climate.
• Any consumer would prefer to choose goods and services that provide the most utility.
• The price of goods and the income of the consumer often influence the choice of goods and services. Every consumer would like to have quality goods and services available at a reasonable price and in accurate measurement. It is also the right of the consumer.

To understand the change in utility when a good is consumed continuously over a given period of time, we need to know about the measures of utility.
They are:
a) Total Utility (TU)
The total amount of utility that a person receives when he continuously consumes several units of a particular commodity is known as Total utility.

b) Marginal utility (MU)
The change in total utility that occurs when one additional unit of a commodity is consumed is called marginal utility.

Eg: Suppose your classmate Nina’s favourite fruit is oranges. Imagine that you are giving oranges one by one for her to eat. When she eats the first orange, her satisfaction will be great. Imagine that she gets 20 utils as satisfaction from it. If you give her another orange to eat, she may not get as much satisfaction from it as she did from the first one. Let’s assume that satisfaction obtained from the second orange is 18 utils(38 – 20 = 18). Thus, the total utility derived from both oranges is 38 utils. 18 utils is the marginal utility obtained from the consumption of the second orange. Suppose five oranges are continuously eaten one by one. The utility gained from the consumption of all the five units is called total utility and the change in total utility between the consumptions of the 4th and the 5th oranges consumed is called marginal utility.

Law of Diminishing Marginal Utility
Marginal Utility from consuming each additional unit of a commodity declines as its consumption increases, while keeping consumption of other commodities constant.

Assumptions and Limitations of Cardinal Utility Theory

• The Law of Diminishing Marginal Utility is based on the assumptions that all products must be of the same quality and that the consumer’s income and tastes do not change.
• Some of the limitations of the Law of Diminishing Marginal Utility are that consumption must be continuous, that the use of other goods must be ascertained, and that the units must be of a fixed quantity and quality.
• Since utility cannot be quantified using cardinal numbers, new theories have been developed to replace the Cardinal Utility Theory.
• It is a fact that, the utility obtained from a good decreases as additional units of it are consumed and it also generally influences consumption.

Utility and Usefulness
All the goods and services we use in our daily lives have utility. But all of them need not be useful. For example, a person who smokes a cigarette gets utility from it. But as we know, cigarette is not a useful thing, and it is harmful to health. Ethics has no relevance in utility.

CONSUMER RIGHTS AND PROTECTION

• Consumers who lack a clear understanding of product-related issues such as price, quality, warranty, and safety standards are more susceptible to being misled and exploited
• The Consumer Protection Movement is the most important initiative taken to address the violation of consumer rights and the cheating of consumers.

Consumers who do not have a clear understanding of product-related issues such as price, quality, warranty, and safety standards are sometimes duped. This can result in consumer exploitation. To avoid such exploitation, we need to know many basic things related to goods and services. It is the right of the consumer to receive a bill when purchasing goods and services. Make sure that the bill has the GST number. Otherwise, you may be cheated. By collecting the bill, you not only protect consumer rights but also ensure a social commitment.

Incidents, such as violation of consumer rights and cheating of consumers, have been happening in our country for a long time. Many initiatives have been taken to address them, the most important being the Consumer Protection Movement.

Goods and Service Tax (GST)
GST came into effect in India on 1 July 2017, as part of the implementation of the 101st Amendment to the Constitution. The aim of GST is to make the economy transparent by unifying various taxes and implementing the concept of “One Nation, One Tax”. There are various rates of GST such as 5%, 12%, 18% and 28%. There are also products that are exempted from GST. The structure of GST is as follows. The state government receives 50% of the GST we pay as SGST and the Central Government receives 50% (CGST). GST registration is mandatory for traders with an annual turnover of more than Rs 20 lakhs.

CONSUMER PROTECTION MOVEMENT

• Consumers should be able to consume with ease and without becoming victims of exploitation, and for this, legal help is needed
• The Consumer Protection Act 1986 was passed by both Houses of Parliament in 1986.
• The Consumer Protection Act 2019, came into force on 20 July 2020, replacing the Consumer Protection Act of 1986.

The Consumer Protection Movement in India came into being with the formation of the Consumer Guidance Society of India in Mumbai in 1966. It is a social movement formed to protect the rights and ensure the welfare of consumers. This movement is led by various consumer organisations and individuals who work against firms or institutions that cheat consumers.

• The objectives of the Consumer Protection Movement are:
• To protect consumer rights
• To prevent frauds
• To empower consumers
• To legislate
• To ensure the credibility of advertisements
• To ensure representation of consumers in political forums

Consumers should be able to consume with ease and without becoming victims to exploitation, and for this, legal help is needed. The Consumer Protection Act came into force in India on 24 December 1986, following the adoption of the 1985 United Nations Resolution containing guidelines on consumer protection. To commemorate the event, 24th December is being observed as National Consumer Day.

CONSUMER PROTECTION ACT 1986

• To protect consumer rights, a law was passed by both Houses of Parliament in 1986.
• This law (The Consumer Protection Act of 1986) clearly defined consumer rights and established a separate judicial system in India for consumer protection.
• With the emergence of e-commerce platforms, a law to protect consumers in such areas has become imperative.
• It is against this backdrop that the Consumer Protection Act 2019 was enacted.

CONSUMER PROTECTION ACT 2019

• This Act came into force on 20 July 2020, replacing the Consumer Protection Act of 1986.
• This Act aims to empower consumers and protect their rights.

The features of the Consumer Protection Act 2019 are:

• Established the Central Consumer Protection Authority (CCPA) to protect and enforce the rights of consumers.
• Covers rules to prevent unfair trade practices by e-commerce platforms.
• Helps in simplifying the consumer dispute resolution process.
• Provides for the punishment of those who manufacture or sell adulterated counterfeit goods.
• Prohibits the dissemination of misleading advertisements.
• Guarantees the right to consumer education.

There are different laws to protect the rights of consumers on specific issues, apart from the Consumer Protection Act of 1986.
E.g., The Food Safety Act, 2006 (enacted to ensure the quality of food products).

Different rights of the consumer ensured by these laws:
a) Right to Safety: The right to be protected from those goods and services that pose a threat to life and property.
b) Right to Choose: Right to choose goods and services at competitive prices
c) Right to Know: Right to know the quality, quantity, purity and price of goods to protect the consumer from unfair trade practices.
d) Rights to seek Redressal: Right to seek redressal from unfair trade practices and consumer exploitation.
e) Right to Consumer Education: The right to acquire the knowledge and skills to be an informed consumer.

CONSUMER COURTS

• Consumer courts play a crucial role in intervening in consumer disputes and providing justice, including redressal.
• The three-tier advisory committees under the Consumer Protection Act are, the District Consumer Protection Council, the State Consumer Protection Council, and the National Consumer Protection Council
• If a consumer is cheated, he/she can file a complaint with the respective office or consumer courts.
• To make consumers aware and to ensure the quality of the products before purchasing and using them, some symbols are given on the labels of the products.

The history of consumer courts begins with the enactment of the Consumer Protection Act in India in 1986. With this, consumer courts were established, and tribunals were formed for the speedy resolution of complaints. Consumer courts are deployed at three levels.

STRUCTURE OF CONSUMER COURTS

• Consumed courts play a crucial role in intervening in consumer disputes and providing justice, including redressal.
• There are over 600 district forums and 35 state commissions across India.
• At the top of all this, there is an apex body called the National Consumer Disputes Redressal Commission (NCDRC).

The three-tier advisory committees under the Consumer Protection Act are:
a) District Consumer Protection Council
b) State Consumer Protection Council
c) National Consumer Protection Council

The role of these committees is to advise the respective governments on matters related to consumer rights. Various types of fraud and the institutions and methods to be approached to resolve them.

a) Frauds related to educational institutions:

• Contact UGC, AICTE, State Board
• Approach Consumer Forum
• Lodge a complaint with the police
• Contact the Ministry of Education

b) Healthcare Frauds:

• File a complaint through the grievance portal of the State/National/Medical Council
• Complain with a report to the Director of Health.
• File Public Interest Litigation (PIL) in the High Court and Supreme Court for serious health frauds
• File a complaint through the Aarogya Setu app

c) Fraudulent offers of jobs abroad:

• Can complain through the Protectorate of Emigrants (P0E)
• A case can be filed under IPC Section 420.
• If you were scammed after arriving in a foreign country, you can lodge a complaint with the Indian Embassy or High Commission.
• Can get in touch with at Pravasi Sahayata Kendra (PBSK) Toll No: 1800 – 11 – 3090

d) Online Fraud:

• Complain to the Cyber Crime Cell at cybercrime, gov. in.
• Report to the CERT – IN portal (Indian Computer Emergency Response Team)
• Submit a complaint through the National Consumer Helpline or at info@cert.in.org.in

e) Banking frauds:

• Approach the Bank Grievance Redressal Mechanism (Branch Manager)
• If the bank does not respond within 30 days, you can approach the RBI Ombudsman.
• Banking Ombudsman Toll-free no: 14448, cgmbank@rbi.org.in

HOWTO FILE COMPLAINTS

• If a consumer is cheated, he/she can file a complaint with the respective office or consumer courts.
• Persons with grievances can write a detailed complaint on a white paper and submit it directly to the consumer dispute redressal court, along with supporting documents as evidence.
• Insisting on bills at the time of purchase assumes significance in this context.

Some quality symbols
To make consumers aware and to ensure the quality of the products before purchasing and using them, some symbols are given on the labels of the products.

Carelessness, ignorance and being cheated
Consumer cheating often occurs due to a combination of factors, including the carelessness and ignorance of consumers, as well as unethical business practices and inadequate regulatory enforcement. Regulating consumer cheating requires a multi-pronged approach, which involves Strengthening Consumer Protection Laws and Enforcement, Enhancing Consumer Awareness and Education, Promoting Ethical Business Practices, etc.

CONSUMER EDUCATION

• Consumer education is the process of equipping individuals with the knowledge, understanding, and skills necessary to make informed and effective decisions when purchasing and utilizing goods and services.
• Consumer education is being included as a separate topic in the curriculum, and through this, practical experiences are being presented to the children in the classroom.
• Consumer protection law plays a major role in ensuring ethical practices in the business sector where producers and consumers come into contact.

Consumer education is about educating consumers about their rights, responsibilities, choices of products and services, differences in markets and consumer laws. Consumer education raises awareness and instills self¬protection values among consumers. This helps consumers to be protected from frauds and wrongful transactions. The main objectives of consumer education are:

• To protect consumer rights
• To make consumers aware of their responsibilities
• To ensure safety in trade, especially online trade
• To identify ethics and regulations in the market
• To create awareness about consumer protection laws
• To ensure health safety
• To promote consumer justice

Consumer education is being included as a separate topic in the curriculum, and through this, practical experiences are being presented to the children in the classroom. Online courses for consumer education are available today. Consumer clubs in schools also help in raising consumer awareness among students.

Consumers need to be aware of their rights and be able to complain and get solutions to the problems they face. We need to develop a mindset of consuming only the necessary goods. This will provide an opportunity for the people who do not have access to goods and services to get them. Sustainable consumption and development can be achieved in this way. Consumer protection law plays a major role in ensuring ethical practices in the business sector where producers and consumers come into contact. The intervention of a society that has civic consciousness and consumer education should be there in consumer protection.