Class 12 Consumer Protection Mock Test (CBSE)

Topics in Consumer Protection

• Importance of consumer protection
• Consumer Protection Act, 2019
• Rights and responsibilities of consumers
• Ways and means of consumer protection
• Redressal agencies under the Act
• Relief available
• Role of consumer organisations and NGOs

Consumer Protection practice questions with answers

1. Q1Multiple choice·1 mark
   Under the Consumer Protection Act, 2019, the definition of a consumer includes any person who buys goods for a consideration, but excludes a person who purchases goods for:

   1. (a)Personal consumption
   2. (b)Earning livelihood exclusively by means of self-employment
   3. (c)Resale or any commercial purpose
   4. (d)Family use
   Show answer and step marks

   1. Correct option: (c) Resale or any commercial purpose+1

   Answer: (c)
2. Q2Multiple choice·1 mark
   From the perspective of a business, which of the following best highlights the importance of consumer protection?

   1. (a)To give consumers a forum to seek redressal of their complaints
   2. (b)To fulfill social responsibility and ensure long-term business growth
   3. (c)To make consumers aware of their rights and responsibilities in the market
   4. (d)To safeguard unorganised consumers who lack bargaining power against large sellers
   Show answer and step marks

   1. Correct option: (b) To fulfill social responsibility and ensure long-term business growth. Satisfied customers bring repeat sales, and business, which uses society's resources, has a social responsibility to protect consumers; the other options state its importance from the consumer's side.+1

   Answer: (b)
3. Q3Short answer·2 marks
   State any two responsibilities that a consumer should bear in mind while purchasing and consuming goods and services.
   Show answer and step marks

   1. First responsibility, any one of: be aware of the various goods and services available in the market so as to make a wise choice; buy only standardised goods carrying quality marks such as ISI, FPO, Agmark or Hallmark; learn about the risks associated with products and follow the manufacturer's instructions; read labels carefully for price, net weight, manufacturing and expiry dates; assert yourself to get a fair deal; be honest in dealings and choose only legal goods and services, discouraging black marketing and hoarding; ask for a cash memo (bill) for every purchase; file a complaint with the seller or a consumer forum in case of a shortcoming in quality; form consumer societies to educate consumers; respect the environment by avoiding waste, littering and pollution; or any other valid consumer responsibility.+1
   2. Second responsibility, a different one from the same list.+1

   Answer: Any two of: be aware of available goods and services; buy only standardised goods (ISI, FPO, Agmark, Hallmark); learn product risks and follow instructions; read labels carefully; assert yourself for a fair deal; be honest and buy only legal goods; ask for a cash memo; file a complaint for any shortcoming; form consumer societies; respect the environment.
4. Q4Short answer·3 marks
   Explain any three ways and means of consumer protection that are currently prevalent in India, excluding consumer redressal forums.
   Show answer and step marks

   1. First way, any one of: self-regulation by business (ethical practices, customer service cells); business associations such as FICCI and CII laying down codes of conduct for members; consumer awareness of rights and responsibilities; consumer organisations and NGOs educating and representing consumers; government protection through laws such as the Consumer Protection Act, 2019.+1
   2. Second way, a different one from the same list.+1
   3. Third way, a different one from the same list.+1

   Answer: Any three of: self-regulation by business, codes of conduct by business associations (FICCI, CII), consumer awareness, consumer organisations/NGOs, and government protection through laws like the Consumer Protection Act, 2019.
5. Q5Short answer·3 marks
   Explain any three ways and means of consumer protection that are practiced to safeguard the interests of consumers in the marketplace.
   Show answer and step marks

   1. First way, any one of: self-regulation by business: socially responsible firms follow ethical standards and set up customer service and grievance cells; business associations: bodies such as FICCI and CII lay down codes of conduct for their members in dealing with customers; consumer awareness: a consumer who knows his rights and the reliefs available can protect his own interests; consumer organisations: voluntary organisations educate consumers about their rights and file complaints in consumer courts on their behalf; government: laws such as the Consumer Protection Act, 2019 protect consumers and set up redressal machinery at the district, state and national levels; or any other valid way of consumer protection.+1
   2. Second way, a different one from the same list.+1
   3. Third way, a different one from the same list.+1

   Answer: Any three of: self-regulation by business (ethical conduct, customer service cells); business associations such as FICCI and CII laying down codes of conduct; consumer awareness of rights and reliefs; consumer organisations educating consumers and filing complaints for them; government legislation such as the Consumer Protection Act, 2019.

More Class 12 Business Studies mock tests