Case Study Chapter 12 Consumer Protection

Please refer to Chapter 12 Consumer Protection Case Study Questions with answers provided below. We have provided Case Study Questions for Class 12 Business Studies for all chapters as per CBSE, NCERT and KVS examination guidelines. These case based questions are expected to come in your exams this year. Please practise these case study based Class 12 Business Studies Questions and answers to get more marks in examinations.

Case Study Questions Chapter 12 Consumer Protection

Read the source given below and answer the following questions :
Himesh after completing his graduation started working with a multinational company in Delhi. But due to ill health of his parents he had to go back to his village. There he noticed that the villagers were literate but ignorant about their rights. Many vegetable vendors were using stones as weights to sell their vegetables. Some shopkeepers were selling food items without having ‘FPO mark’. Villagers did not find anything wrong with these practices. So to create awareness among villagers Himesh decided to publish a weekly Journal ‘Jan Jagriti’.

Questions :

Question. State the responsibility of consumer violated in the above case.
(a) Consumer must exercise his right
(b) Cautious consumer
(c) Filing complaints for the Redressal of genuine grievances
(d) Insist on cash memos

Question. State the responsibility violated by consumers when they are not insisting on ‘FPO’ mark.
(a) Consumer must exercise his Rights
(b) Insist on cash memos
(c) Consumer must be quality conscious
(d) Filing complaint for genuine defect

Question. State the consumer right violated by the shopkeepers who were selling food items without having FPO mark.
(a) Right to safety
(b) Right to information
(c) Right to choice
(d) Right to be heard

Question. State the consumer right which Himesh has exercised by printing ‘Jan Jagriti’.
(a) Right to safety
(b) Right to consumer education
(c) Right to choice
(d) Right to be heard

Read the source given below and answer the following questions :
Neha’s elder brother purchased “I Phone 11–Apple” mobile phone for ₹ 65,000 without cash memo from one of his friend—an authorised dealer with a guarantee that the mobile phone will be replaced with a new one if any of its parts becomes defective within 1 year from the date of purchase. Within 1 month, the mobile stopped working. When Neha’s brother approached his friend for replacement of mobile, he refused.

Questions :

Question. State the right violated when his friend refused to file a complaint.
(a) Right to safety
(b) Right to choice
(c) Right to be heard
(d) Right to seek redressal

Question. Neha’s elder brother did not take cash memo, so he:
(a) cannot file a complaint.
(b) can be carried away by advertisement.
(c) is a cautious consumer.
(d) none of the above

Question. State the responsibility violated by Neha’s elder brother while purchasing I-phone.
(a) Consumer must exercise his rights
(b) Insist on cash memo
(c) Consumer must be quality conscious
(d) Filing complaint for genuine defect

Question. State the redressal agency under the consumer protection act where Neha’s elder brother can file a complaint.
(a) District Forum
(b) State Commission
(c) National Commission
(d) Cannot file complaint

Read the source given below and answer the following questions :
Piyali purchased an ISI marked Heater from Bharti Appliances. She made Cash Payment. But failed to get a Cash Memo. While making use of the heater she observed that it was not working properly. She contacted the shopkeeper immediately and told him the problem. Shopkeeper paid no heed to her complaint. Rather he marked that the good in question was not bought from his shop. Piyali had no evidence of proving that the heater was purchased from his shop only. She discussed the problem with her friend Sohini who advised her to approach Consumer Forum and lodge the complaint. Piyali was convinced with the idea of lodging the complaint against the shopkeeper but due to lack of cash memo it was difficult for her to proceed.

Questions :

Question. Under which Act Piyali can seek to protect her rights being a consumer?
(a) Consumer Protection Act,1986
(b) Consumer Protection Act,1968
(c) The Indian Contract Act,1872
(d) The competition Act,2002

Question. Identify the responsibility of the consumer referred in the above case.
(a) Quality Conscious
(b) Must Obtain Cash Memo
(c) Cautious Consumer
(d) Ready to Lodge Complaint

Question. Piyali cannot lodge a complaint against the shopkeeper. Why?
(a) She do not have the right
(b) She was aware of the fact
(c) She do not have the Cash Memo
(d) She was happy with the product

Question. Identify the Right of the consumer as referred to in the above paragraph.
(a) Right to be Informed
(b) Right to Safety
(c) Right to be Heard
(d) Right to Choose

Read the source given below and answer the following questions :
Anchal purchased a food processing machine for `10,000 from ‘Kajal Machinery Pvt. Ltd.’ She found that the machine was not working properly. Despite many complaints, the defect was not rectified by Kajal Machinery Pvt. Ltd. 

Questions :

Question. Identify the consumer right that has been violated by Kajal Machinery Pvt. Ltd.  

Question.  Suggest the appropriate forum where Anchal can file her complaint. 

Question.  Can she appeal to the Supreme Court if she is not satisfied with the order of the appropriate forum?

Read the source given below and answer the following questions :
A school owned a swimming pool and offered swimming facilities to the public on payment of a fee. Theschool conducted winter and summer training camps to train boys in swimming and for this purpose engaged a coach. Mr. Ajay enrolled his only son for learning swimming under the guidance of the coach. That due to the negligence of the coach, the boy drowned and died. The school denied any responsibility  on its part. The coach claimed that he had considerable experience in coaching young boys for swimming. Mr Ajay decided to file a case in the appropriate consumer court and decided to claim ` 50 lakh.

Questions :

Question. Against whom can Mr. Ajay file a case in the consumer court? Justify your answer.

Question. Where can Mr. Ajay file the case? Give reason.

Question. If the school authorities are not satisfied with the order of the consumer court, where Mr. Ajay had filed the case, what option is available to them?

Read the source given below and answer the following questions :
Mr. Man Mohan Singh and his wife Kamlesh had bought a railway journey cum-reservation ticket for `2,000 at Ahmedabad for travel from New Delhi to Kanpur Central by the Shatabdi Express. The details on the ticket, including the coach number, the date of journey, etc., were illegible. Hence, they were forced to buy another ticket for journey from New Delhi to Kanpur. They applied for a refund for the earlier ticket but, as the Forum noted, they had to suffer much for the purpose. In spite of the couple’s giving the Ahmedabad residential address for sending the refund, the Railways sent it to their Delhi address. They approached Consumer Education and Research Society (CERS), Ahmedabad for help. CERS filed a complaint against the Railways before a District Consumer Dispute Redressal Forum, Ahmedabad City and claimed that the two senior citizens had to face mental harassment due to the deficiency in service by the Railways.

Questions :

Question. Can CERS file a complaint against the Railways before the District Consumer Dispute Redressal Forum, Ahmedabad? Justify your answer.

Question. Which consumer right is being promoted by CERS in this case?

Question. State any two reliefs available to Mr. Man Mohan Singh and his wife Kamlesh.

Read the source given below and answer the following questions :
On Sonika’s birthday her mother gave her a pair of gold earrings. After one month Sonika observed that the ear-rings are losing their shine. She checked the mark on the ear-rings 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 district forum, she was very much disturbed and after two months decided to appeal further.

Question. Can Sonika appeal against the decision of the district forum? Give reason in support of your answer.

Read the source given below and answer the following questions :
Harish purchased a medicine from ‘Hari Govind Medical Stores’ for his son who had high fever. Even after giving the medicine his son’s condition did not improve and he had to be hospitalised. The doctor informed Harish that the medicine given to his son was spurious. Harish complained about this to ‘Hari Govind Medical Stores’. As a result, ‘Hari Govind Medical Stores’ decided to file a complaint against the manufacturer in the consumer court.

Question. Can ‘Hari Govind Medical Stores’ do this? Give reason.

Read the source given below and answer the following questions :
State any two reliefs that the Consumer court can grant to consumers in case of genuine complaints in each of the following situations:

Questions :

Question. Divya was charged more than the printed maximum retail price (MRP) for a bottle of water.

Question.  Clara was sold a car with a defective engine.

Question. Antony suffered injury while using newly bought defective electric heater. 

Read the source given below and answer the following questions :
Sudhanshu saw a weight reducing electric machine advertisement on the television. He purchased it and decided to use it. The moment he plugged the machine he got an electric shock. As a result he died instantly. His relatives suggested Vedant, Sudhanshu’s son to file a case claiming compensation of `50 lakh.

Questions :

Question.  Who can file a case against the company?

Question.  Where should the complaint be filed and why? 

Read the source given below and answer the following questions :
Prakhar purchased an ISI mark electric iron from ‘Bharat Electricals’. While using he found that it was not working properly. He approached the seller and complained for the same. The seller satisfies Prakhar by saying that he will ask the manufacturer to replace this iron. The manufThe manufacturer refused to replace and Bharat Electricals decided to file a complaint in the consumer court.

Questions :

Question. Car ‘Bharat Electricals’ file a complaint in the consumer court against the manufacturer of the electric iron? Give reason in support of your answer.

Question. Who can file a complaint as per the provisions of the Consumer Protection Act, 2019?