Consumer Protection Act

1 Ronit Raj, a marketing manager is a patient of diabetes for which he takes

medicines regularly. One day, on his tour to Patna, he met with an accident and was
hospitalised. Due to doctor’s negligence a delicate nerve of his right leg was cut
rendering hum crippled throughout his life. Identify the consumer right that has
been violated by the doctors under the Consumer Protection Act, 2009 in the above
situation.
2. Manuj bought a packet of chips from a local shopkeeper and found that the
ingredients given on the label were not legible. He complained about it to the
company. The company sent a written apology stating that they will make
sure that existing packets are withdrawn from the market and new packets
with legible labels are soon made available. State the consumer right which
Manuj exercised.
3. Suman bought a box of cheese of a reputed brand from a local shopkeeper.
On opening the box, she found a piece of stone in the cheese. She reported
the matter to the shopkeeper who forwarded her complaint to the concerned
company. Within a week, the representative of the company visited Suman’s
residence with an apology and as a replacement offered her a new cheese
pack with four other varieties of cheese as compensation for the
inconvenience to her. State the consumer right with Suman exercised.
4. Manvendra always went to a specific shop to buy all consumable and non-
consumable goods. In this shop, a variety of products of different brands
were displayed nicely and the sales person available also gave good sales
presentations if required. But this shop was quite far-off from his residence.
His friend Annant always wondered why Manvendra wastes so much time in
going to that shop whereas there were many big brand shops situated near his
residence having consumable and non-consumable goods.
Annant asked Manvendira the reason of going to that particular shop.
Manvendra told that he was exercising one of his rights which he could not
exercise in nearby big brand shops. State the consumer’s right which
Manvendra had exercised.
5. Harsh asked for a bottle of mineral water from a shopkeeper. The maximum
retail price printed on the bottle was Rs. 12 only whereas the shopkeeper was
charging Rs. 35. In spite of many arguments, the shopkeeper was not ready to
sell the bottle for less than Rs. 35. Harsh was in need of it and had no option
except to buy. As an aware consumer, name and explain the right which
Harsh can exercise.
6. Prakhar purchased an ISI mark electric iron from Bharat Electricals. While
using it, he found that it was not working properly. He approached the seller
and complained about the same. The seller satisfies Prakhar by saying that he
will ask the manufacturer to replace the iron. The manufacturer refused to
replace and Bharat Electricals decided to file a complaint in the consumer
 court.
Can Bharat Electricals do this? Why? Also explain who is a consumer as per
Consumer Protection Act, 2009.
7. On the eve of Diwali Kalpana purchased two kilograms of sweets from VV Koyal
Sweets. On consumption of sweets her two children and husband fell sick and were
to be hospitalized. Kalpana wanted to file a case in the consumer forum but could
not
do so because she did not have any proof of buying sweets from Koyal sweets.
What proof could Kalpana have obtained for filing the claim in the consumer court?
8. Ramit is running an organisation which is beyond the control of
government and the motive of the organisation is welfare of the consumers. One
day Sujata comes to his office and tells that her mom. purchased a fridge two years
back. She is no more and the fridge was purchased in her name. However the
warranty period of the fridge is still active. But the company is denying her the
services.

1. Which type of organisation is being ran by Ramit?

2. Name one such example of an organisation.
3. Can Ramit help Sujata file a case against the company?
4. Which consumer right of Sujata has been violated here?

9. Shobhit wants to purchase a sandwich maker. He goes to a nearby mall and enters
the shop where electric gadgets are kept. He asks the salesman about the area where
sandwich makers are kept. The sales man takes him to that place where different
types of sandwich makers are kept. He very patiently observes all the electronic
gadgets, sees their functions, reads their instructions, compares their prices and sees
their warranty periods. After some time when he pays the concerned person, tells
him to note his home address and telephone number for future contact. He also asks
him to inform him about any new products in the market.

1. In the above case name one consumer responsibility Shobhit should follow?
2. In the above case when Shobhit reads the instructions which consumer right
is maintained?
3. Which mark should be checked by Shobhit on the electronic appliance as he
purchases it?
4. What is the significance of this mark?

10. Dr. Ahuja purchased a washing machine of a renowned company. The price of the
machine was Rs.10,000. The company provided the cash memo on purchase. The
money was paid in cash. The machine model was semi-automatic and it was with a
warranty of 3 years. For 3 years 1 month there was no problem in the functioning of
the machine. But due to water logging around the machine while washing clothes
the main rotator of the machine got fused. When the complaint was registered with
the company it was told that the warranty period of the machine had expired and
Dr. Ahuja would have to pay for the service charges as well as the replacement of
rotator motor.

1. Is the company justified in not providing free service to Dr. Ahuja?

 2. Can Dr. Ahuja file a complaint against the company?
3. Which consumer right of Dr. Ahuja is overlooked here?
4. Was any party at fault?
5. Did Dr. Ahuja fulfill her consumer responsibility?

11. “Grahak Shakti”, an N.G.O. organized a workshop to discuss various issues relating
to consumers. During the discussion, one of the members drew attention towards
exploitation of consumers due to defective and unsafe products, adulteration, black
marketing, hoarding etc. To this another member argued that consumers themselves
are responsible as they do not raise collective voice against the exploitation. The
Chairperson of the organization was of the opinion that it was also the duty of the
businessman to take care of the interests of various stakeholders. Business
organizations earn money by selling goods and services to consumers. So the
interests of the stakeholders have to be well taken care of.
State three points that highlight the need for consumer protection as discussed in
“Grahak Shakti’s workshop.
12. On Sonika’s birthday, her mother gave her a pair of gold earrings. After one month,
Sonika observed that the earrings were losing their shine. She checked the mark on
the earrings and found that it was not a proper Hallmark and her mother had been
cheated by the shopkeeper. So, she filed a complaint in the District Forum which
rejected it. Not satisfied by the decision of the district Forum, she was very much
disturbed and after two months, she decided to appeal further.
Can Sonika appeal against the decision of the district forum? Give reason in support
of your answer.
13. Reena purchased one litre of pure desi ghee from a shopkeeper. After using it, she
had doubts that it was adulterated. She sent it for a laboratory test which confirmed
that the ghee was adulterated. State any six reliefs available to Reena if she
complains and the consumer court is satisfied about the genuineness of the
complaint.