CONSUMER RIGHTS
Class 10 | RBSE & CBSE Board Exam 2026
Complete Wikipedia-Style Notes | Marwari Mission 100™
📚 Previous Chapters:
Ch 1: Development | Ch 2: Sectors | Ch 3: Money & Credit | Ch 4: Globalisation
📋 Table of Contents
- 1. Introduction to Consumer Rights
- 2. Who is a Consumer?
- 3. Consumer Exploitation
- 4. Consumer Movement
- 5. Rights of Consumers
- 6. Duties of Consumers
- 7. Consumer Protection Act (COPRA)
- 8. Consumer Redressal System
- 9. Standardisation Marks (ISI, Agmark, Hallmark)
- 10. Right to Information (RTI)
- 11. Key Points for Exam
- 12. Important Questions
- 13. FAQs
1. Introduction to Consumer Rights
In our daily life, we buy many goods and services. We are all consumers. Sometimes, we face problems like overcharging, defective products, or false advertisements. Consumer rights protect us from such exploitation.
The idea of consumer rights arose from the fact that buyers are often at a disadvantage compared to sellers. Sellers know more about their products and can take advantage of consumers.
💡 Why Consumer Protection is Needed?
- Markets do not always work fairly
- Sellers have more information than buyers
- Consumers can be cheated or exploited
- Need legal protection against unfair practices
📅 World Consumer Rights Day
15 March is celebrated as World Consumer Rights Day every year. It marks the day when US President John F. Kennedy declared four basic consumer rights in 1962.
2. Who is a Consumer?
📘 Definition: Consumer
A Consumer is any person who:
- Buys goods for personal use (not for resale or commercial purpose)
- Hires or avails services for a consideration (payment)
- Uses goods or services with the approval of the buyer
Who is NOT a Consumer?
- A person who buys goods for resale (shopkeeper)
- A person who buys for commercial purpose (factory buying raw material)
- A person who gets goods or services free of charge
📌 Examples
Consumer: A person buying a TV for home use ✅
Not a Consumer: A hotel buying TVs for rooms (commercial) ❌
Consumer: A patient getting treatment in a hospital ✅
3. Consumer Exploitation
Consumers are often exploited by sellers and producers in various ways. This happens because there is lack of information and unequal bargaining power.
Forms of Consumer Exploitation:
| Type of Exploitation | Explanation | Example |
|---|---|---|
| Underweight & Undermeasure | Giving less quantity than paid for | 1 kg sugar packet has only 900g |
| Adulteration | Mixing inferior substances | Water in milk, stones in pulses |
| Substandard Quality | Selling low quality products | Fake medicines, duplicate products |
| Overcharging (MRP Violation) | Charging more than MRP | Selling ₹10 chips for ₹15 |
| False/Misleading Advertising | Wrong claims about products | "Lose 10 kg in 1 week" ads |
| Hoarding & Black Marketing | Creating artificial scarcity | Hoarding onions during shortage |
| Duplicate Goods | Selling fake branded products | Fake Nike shoes, fake iPhones |
| Lack of Safety Devices | Unsafe products | Pressure cooker without safety valve |
⚠️ Why Does Exploitation Happen?
- Lack of consumer awareness
- Unorganised consumers vs organised sellers
- Limited competition in some markets
- Lack of proper legal system (earlier)
4. Consumer Movement
📘 Definition: Consumer Movement
The Consumer Movement is a social force that arose from the need to protect and promote the interests of consumers against unethical and unfair trade practices. It started as a "social force" with the formation of consumer groups to protect consumers.
History of Consumer Movement:
| Year | Event |
|---|---|
| 1962 | US President John F. Kennedy declared 4 basic consumer rights |
| 1960s-70s | Consumer movement began in India in unorganised manner |
| 1986 | Consumer Protection Act (COPRA) enacted in India |
| 2019 | Consumer Protection Act, 2019 replaced COPRA 1986 |
Consumer Groups and Organisations:
Many consumer organisations and NGOs have been formed to guide and protect consumers. They:
- Create awareness among consumers
- Help consumers file complaints
- Test products and publish reports
- Put pressure on businesses to follow ethical practices
5. Rights of Consumers (6 Rights)
The Consumer Protection Act provides 6 fundamental rights to consumers in India. These rights protect consumers from exploitation.
1️⃣ Right to Safety
Protection against products that are hazardous to life and property. Applies especially to healthcare, pharmaceuticals, food, automobiles.
Example: Safety standards for electrical appliances, helmets
2️⃣ Right to be Informed
Right to know about quality, quantity, potency, purity, price, and standard of goods. Sellers must provide complete information.
Example: MRP, manufacturing date, expiry date on products
3️⃣ Right to Choose
Right to have access to a variety of goods and services at competitive prices. No forced buying.
Example: Shopkeeper cannot force you to buy a particular brand
4️⃣ Right to Seek Redressal
Right to seek remedy against unfair trade practices and exploitation. Can file complaints in consumer courts.
Example: Getting replacement for defective product
5️⃣ Right to be Heard
Right to voice complaints and concerns. Consumer's interest will be given due consideration.
Example: Consumer forums, helplines (1800-11-4000)
6️⃣ Right to Consumer Education
Right to acquire knowledge and skills to be an informed consumer throughout life.
Example: Consumer awareness campaigns, Jago Grahak Jago
🧠 Memory Trick: SSICHER
Remember 6 Rights with: S-S-I-C-H-E-R
- Safety
- Seek Redressal
- Informed
- Choose
- Heard
- Education (Consumer)
- Representation (optional 7th right)
6. Duties of Consumers
Along with rights, consumers also have certain duties and responsibilities to protect themselves and ensure fair markets.
- Be aware: Know your rights and the goods/services you buy
- Buy carefully: Check quality, price, warranty before buying
- Ask for bills: Always take cash memo/invoice for purchases
- Check standardisation marks: Look for ISI, Agmark, Hallmark
- Read labels: Check MRP, manufacturing date, expiry date
- Complain against unfair practices: Don't remain silent
- Form consumer organisations: Unite with other consumers
- Be ethical: Don't be part of unfair practices
📌 Why Cash Memo is Important?
A cash memo (bill/invoice) is proof of purchase. Without it, consumers cannot file a complaint in consumer court. Always ask for a bill!
7. Consumer Protection Act (COPRA)
📘 Consumer Protection Act, 1986 (COPRA)
The Consumer Protection Act, 1986 (COPRA) was a major step by the Indian government to protect consumer rights. It established a three-tier system of consumer courts for redressal of complaints.
Note: COPRA 1986 was replaced by Consumer Protection Act, 2019
Key Features of Consumer Protection Act:
- Provides 6 rights to consumers
- Established three-tier consumer courts
- Cases must be settled within 3-5 months
- No lawyer required - consumers can argue themselves
- Nominal fees for filing complaints
- Covers both goods and services
📘 Consumer Protection Act, 2019 (New)
The new act includes:
- Central Consumer Protection Authority (CCPA) established
- E-commerce transactions covered
- Product liability - manufacturers liable for defective products
- Misleading advertisements can lead to penalties
- E-filing of complaints allowed
8. Consumer Redressal System (Three-Tier)
India has a three-tier quasi-judicial system for consumer grievance redressal. Consumers can file complaints at different levels based on the value of their claim.
| Level | Forum | Claim Value (2019 Act) | Appeal To |
|---|---|---|---|
| 1st | District Consumer Forum | Up to ₹1 Crore | State Commission |
| 2nd | State Consumer Commission | ₹1 Crore - ₹10 Crore | National Commission |
| 3rd | National Consumer Commission | Above ₹10 Crore | Supreme Court |
How to File a Consumer Complaint:
- Write a complaint letter with details of the problem
- Attach proof of purchase (bill, receipt)
- Attach evidence (photos, warranty card, etc.)
- Pay nominal fee (varies by claim value)
- Submit at appropriate consumer forum
- Can also file online at edaakhil.nic.in
📞 Consumer Helpline
National Consumer Helpline: 1800-11-4000 (Toll-Free)
Online Portal: consumerhelpline.gov.in
E-Filing: edaakhil.nic.in
9. Standardisation Marks (Quality Certification)
The government has introduced various certification marks to ensure quality and safety of products. Consumers should look for these marks while buying.
| Mark | Full Form | Used For | Issued By |
|---|---|---|---|
| ISI | Indian Standards Institute | Industrial products (electrical, cement, LPG) | BIS (Bureau of Indian Standards) |
| AGMARK | Agricultural Marketing | Agricultural products (ghee, honey, spices) | Directorate of Marketing |
| HALLMARK | Hallmark | Gold and silver jewellery (purity) | BIS |
| FPO | Fruit Products Order | Processed fruits/vegetables (jams, juices) | Ministry of Food Processing |
| FSSAI | Food Safety and Standards Authority of India | All food products | FSSAI |
📘 MRP (Maximum Retail Price)
MRP is the maximum price at which a product can be sold. Sellers cannot charge more than MRP. It includes all taxes. MRP must be printed on the product packaging.
Note: Seller can sell below MRP (discount) but never above MRP.
10. Right to Information (RTI)
📘 Right to Information Act, 2005 (RTI)
The RTI Act, 2005 gives citizens the right to get information from government departments. Any citizen can request information about government activities and decisions.
Key Features of RTI:
- Any citizen can ask for government information
- Pay ₹10 as application fee
- Information must be provided within 30 days
- Promotes transparency and accountability
- Helps expose corruption and wrongdoing
💡 RTI and Consumer Rights
RTI empowers consumers to get information about government policies, pricing, subsidies, and other matters. It ensures the Right to be Informed is protected in dealings with government services.
🎯 Key Points for Board Exam
- Consumer = Person who buys goods/services for personal use (not resale)
- World Consumer Rights Day = 15 March
- COPRA 1986 = Consumer Protection Act (replaced by 2019 Act)
- 6 Rights: Safety, Informed, Choose, Seek Redressal, Heard, Consumer Education
- Three-Tier System: District Forum → State Commission → National Commission
- ISI = Industrial products (BIS)
- AGMARK = Agricultural products
- HALLMARK = Gold/Silver jewellery purity
- FSSAI = Food products
- MRP = Maximum Retail Price (cannot sell above MRP)
- RTI Act, 2005 = Right to Information (₹10 fee, 30 days)
- Consumer Helpline: 1800-11-4000 (Toll-Free)
- Always take cash memo/bill while purchasing
📝 Important Questions
1 Mark Questions (MCQ/Very Short):
Q1. When is World Consumer Rights Day celebrated?
Ans: 15 March
Q2. In which year was COPRA enacted?
Ans: 1986
Q3. What does ISI stand for?
Ans: Indian Standards Institute
Q4. Which mark certifies gold jewellery purity?
Ans: Hallmark
Q5. What is the Consumer Helpline number?
Ans: 1800-11-4000
3 Mark Questions (Short Answer):
Q6. What is meant by Consumer? Who is not a consumer?
Ans: A Consumer is any person who buys goods for personal use (not for resale or commercial purpose) or hires services for a consideration. Not a consumer: Person buying for resale (shopkeeper), buying for commercial purpose (factory), or getting goods free of charge.
Q7. What is the three-tier consumer redressal system?
Ans: Three-tier system: (1) District Consumer Forum - claims up to ₹1 crore (2) State Consumer Commission - claims ₹1-10 crore (3) National Consumer Commission - claims above ₹10 crore. Appeals go from lower to higher level, finally to Supreme Court.
5 Mark Questions (Long Answer):
Q8. Explain any five rights of consumers under Consumer Protection Act.
Ans: (1) Right to Safety: Protection against hazardous products (2) Right to be Informed: Know quality, quantity, price, expiry (3) Right to Choose: Access to variety of goods at competitive prices (4) Right to Seek Redressal: File complaint for unfair practices (5) Right to be Heard: Voice complaints in consumer forums (6) Right to Consumer Education: Knowledge to be informed consumer.
Q9. What are the different ways in which consumers are exploited? Explain.
Ans: (1) Underweight/Undermeasure: Giving less quantity than paid for (2) Adulteration: Mixing inferior substances (water in milk) (3) Substandard Quality: Fake or duplicate products (4) Overcharging: Selling above MRP (5) False Advertising: Wrong claims about products (6) Hoarding: Creating artificial scarcity.
Q10. What are different standardisation marks? Explain their significance.
Ans: (1) ISI: For industrial products like electrical goods, cement - ensures safety standards (2) AGMARK: For agricultural products like ghee, honey, spices - ensures quality (3) HALLMARK: For gold/silver jewellery - certifies purity (4) FSSAI: For food products - ensures food safety. Significance: Help consumers identify quality products, protect from fake/substandard goods.
❓ Frequently Asked Questions (FAQ)
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