GUWAHATI UNIVERSITY (Boaumer Affairs and Customer Care for B.COM 6th semester of 2023)rd Question of Cons
Board Question paper of Consumer Affairs and Customer Care for B.COM 6th semester of 2023, SOLVED
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2023
COMMERCE
(Honours Elective)
Paper: COM-HE-6026
(Consumer Affairs and Customer Care)
Full Marks: 80
Time: Three hours
The figures in the margin
indicate full marks for the questions.
Answer either in English or in Assamese.
1. Answer the
following as directed: 1X10 = 10
(i) In Monopoly
market, price of goods and services is fully controlled by one seller. Known as the "monopoly firm"
or "monopolist."
(Fill in the gap)
(ii) The term
describes the handling of customers' complain within a customer-centric company. (Fill in the gap)
(iii) Write the
full form of IRDA.
ANSWER - IRDA
stands for "Insurance
Regulatory and Development Authority."
(iv) Which
standard mark is printed on gold Jewellery?
ANSWER - BIS
hallmark is printed on gold jewelry as a quality assurance mark in India.
(v) ceiling price is
the highest price that can be charged for a product.
(Fill in the gap)
(vi) What is the pecuniary jurisdiction limit for District
Forum?
ANSWER - The
pecuniary jurisdiction limit for District Consumer Disputes Redressal Forum is
typically up to 20 lakhs.
(vii) Professional Tax is levied and collected by whom in
India?
ANSWER - Professional
Tax is levied and collected by the respective State Governments in India.
(viii) In case of death of a consumer, his/ her legal heir
can make the complain. (Waite true or
false)
ANSWER - True.
In case of the death of a consumer, their legal heirs can make a complaint on
their behalf.
(ix) Write the full form of FSSAI.
ANSWER - FSSAI
stands for "Food Safety and Standards Authority of India."
(x) How many members are there in the Board of Governors of
ASCI?
ANSWER - The
Advertising Standards Council of India (ASCI) has 16 members in its Board of
Governors.
2. Answer the following questions: 2×5=10
(i) What is fair price?
ANSWER - A
fair price is a reasonable cost or value for a product or service, ensuring
fairness and equity for both buyers and sellers in a transaction.
(ii) State the meaning of local taxes.
ANSWER - Local
taxes are taxes levied by municipal or regional governments on residents,
businesses, or properties within their jurisdiction to fund local services,
infrastructure, and public programs.
(iii) Write two powers of Central Information Commission.
ANSWER –
1. The Central Information Commission (CIC) has the power to
adjudicate on appeals and complaints related to the Right to Information (RTI)
Act.
2. It can issue directives, penalties, and recommendations
to ensure government transparency and compliance with RTI provisions.
(iv) What is Insurance Ombudsman?
ANSWER - Insurance
Ombudsman is an independent authority appointed to resolve disputes between
policyholders and insurance companies, providing a quick and cost-effective way
to settle insurance-related grievances.
(v) Write about National Consumer Helpline.
ANSWER - The
National Consumer Helpline is a toll-free telephone service in India that
offers assistance and guidance to consumers regarding their rights, complaints,
and disputes with businesses and service providers.
3. Answer any four questions from the following:
(i) Distinguish between goods and service.
ANSWER -
|
Basis |
Goods |
Services |
|
1.Meaning |
Goods are tangible items that can be felt, touched or seen. |
Services are intangible that cannot be seen, felt, touched or seen;
but are experienced by the consumer |
|
2. Nature |
Goods are tangible in nature |
Services are intangible in nature. |
|
3. Type |
Goods are homogeneous and can be produced exactly the same. |
Services are heterogeneous and depend upon the person providing the
service and the customer’s preferences |
|
4. Transfer of Ownership |
The ownership of goods can be transferred from one person(seller) to
another(buyer) |
The ownership of services cannot be transferred from one person to
another. |
|
5.Inconsistency |
There is consistency in case of goods, as different customers get
standardised demand fulfilled. For example, laptops |
There is inconsistency in services, as different customers have
different demands and get their demands fulfilled accordingly. For example,
different people need different services in salons. |
(ii) Explain the consumers' rights under Consumer Protection
Act, 1986.
ANSWER -
The Consumer Protection Act, 1986, grants several key rights
to consumers in India. These rights include the right to information, which
ensures access to product details and pricing, the right to choose from a
variety of goods and services, the right to be protected from unfair trade
practices, the right to seek redressal through consumer courts, and the right
to be educated about consumer rights and responsibilities. These rights
collectively empower consumers and promote fair trade practices in the market.
(iii) Explain five causes of dissatisfaction of consumers.
ANSWER -
1. Poor Quality:
When products or services don't meet expectations or have defects, it makes
consumers unhappy.
2. Misleading
Advertising: Consumers get upset when advertisements promise one thing
but deliver another, like exaggerated claims.
3. Bad Customer
Service: Rude or unhelpful staff can frustrate customers and lead to
dissatisfaction.
4. Hidden Fees:
Extra charges or fees that weren't disclosed upfront can make consumers feel
deceived.
5. Product Safety
Issues: If a product is unsafe and causes harm, consumers are rightfully
dissatisfied due to potential risks.
(iv) Explain the
process of complaint registration under banking ombudsman scheme.
ANSWER -
1. Contact the
Bank: Initially, you should approach your bank with your complaint,
either in writing or verbally.
2. Wait for
Resolution: Give the bank some time to address your concern. They have
30 days to resolve it.
3. No Resolution?
Contact Ombudsman: If the bank doesn't resolve your complaint to your
satisfaction or doesn't respond within 30 days, you can contact the Banking
Ombudsman.
4. Fill Complaint
Form: Obtain and complete a complaint form from the Banking Ombudsman's
office or website.
5. Submit
Complaint: Submit the filled form and relevant documents to the
Ombudsman for investigation and resolution.
(v) Explain five objectives of ASCI.
ANSWER -
The Advertising
Standards Council of India (ASCI) has five main objectives:
1. Self-Regulation:
ASCI aims to promote responsible advertising by encouraging advertisers to
follow ethical practices voluntarily.
2. Consumer Protection:
It safeguards consumers from misleading or harmful advertisements by monitoring
and taking action against violations.
3. Industry
Credibility: ASCI helps maintain the credibility and trustworthiness of
the advertising industry in India.
4. Fair
Competition: It ensures a level playing field for advertisers and
prevents unfair or false claims that could give some brands an unfair
advantage.
5. Education and
Awareness: ASCI educates stakeholders about responsible advertising
practices, promoting awareness and compliance.
(vi) Explain the
role of consumer organisations in the protection of consumers.
ANSWER -
Consumer organizations play a crucial role in protecting
consumers:
1. Advocacy:
They voice consumer concerns to governments and businesses, influencing
policies and regulations that benefit consumers.
2. Information and
Education: These organizations provide consumers with valuable
information, helping them make informed choices and understand their rights.
3. Redressal:
They assist consumers in resolving disputes with companies, ensuring fair
treatment.
4. Product Testing:
Consumer groups conduct product testing to identify unsafe or low-quality items
and warn consumers.
5. Research and
Awareness: They conduct research to uncover consumer issues and raise
awareness about them, empowering consumers to demand better products and
services.
4. Answer any four questions from the following: 10x4=40
(i) Discuss the
evolution of consumer movement in India.
ANSWER -
1. Pre-Independence
Phase (Pre-1947): The consumer movement in India traces its roots to the
pre-independence era when consumer issues were sporadically raised by
individuals and social reformers.
2. Post-Independence
Growth (1950s-60s): After independence, the focus on development led to the
neglect of consumer rights. However, with industrialization, urbanization, and
globalization in the 1950s and 60s, consumer exploitation grew, leading to the
emergence of consumer forums and associations.
3. Rise of Consumer
Activism (1970s): The 1970s saw a significant rise in consumer activism.
The Consumer Protection Act of 1986 was a landmark legislation that gave
consumers more rights and established consumer courts.
4. Formation of
Consumer Organizations: Various consumer organizations like the Consumer
Guidance Society of India (CGSI), Consumer Education and Research Centre
(CERC), and others were established to champion consumer rights.
5. Consumer Education
and Awareness: These organizations focused on educating and creating
awareness among consumers about their rights and responsibilities.
6. Proactive Role in
Policy: Consumer organizations began participating in policymaking, pushing
for laws and regulations that protect consumers.
7. Globalization
Challenges (1990s): With globalization, the consumer movement faced new
challenges related to product quality, pricing, and multinational corporations.
8. Digital Era
(2000s): The internet and e-commerce added a new dimension to consumer
issues, with organizations addressing online fraud, data privacy, and digital
rights.
9. Recent
Developments (2010s onwards): The consumer movement has continued to
evolve, with a focus on sustainable consumption, responsible advertising, and
food safety.
10. Ongoing Advocacy:
Consumer organizations in India continue to play a vital role in advocating
for consumer rights, redressal of grievances, and ensuring a fair marketplace
for consumers.
(ii) Explain the
nature of con packaging. Briefly discuss
the functions of 5+5=10
ANSWER – IT WILL UPDATED SOON
(iii) Discuss the
functions and powers of TRAI. 5+5=10
ANSWER -
The Telecom Regulatory Authority of India (TRAI) is
responsible for regulating the telecommunications sector in India. Here are 10 of
its key functions and powers:
1. Regulating
Tariffs: TRAI controls the pricing of telecom services, ensuring fair and
affordable rates for consumers.
2. Quality of
Service: It monitors and enforces service quality standards to improve
customer experiences.
3. Licensing: TRAI
issues licenses to telecom operators and regulates the terms and conditions of
these licenses.
4. Spectrum
Allocation: TRAI manages the allocation and efficient utilization of radio
frequency spectrum, a vital resource for wireless communication.
5. Interconnection
Rules: It sets rules for interconnection among telecom operators,
preventing anti-competitive practices.
6. Consumer
Protection: TRAI safeguards consumer interests by addressing complaints,
ensuring transparency, and promoting fair competition.
7. Competition
Promotion: It fosters competition in the telecom industry to encourage
innovation and affordability.
8. Recommendations to
Government: TRAI provides recommendations to the government on policy
matters, including licensing, spectrum auctions, and industry regulations.
9. Dispute
Resolution: TRAI acts as a mediator to resolve disputes between service
providers and consumers.
10. Research and
Analysis: The authority conducts research and analysis to stay updated on
industry trends and technological advancements, helping in informed
decision-making.
(iv) Explain the
characteristics and advantages of monopoly market. 5+5=10
ANSWER -
A monopoly market has the following eight characteristics
and advantages:
1. Single Seller:
In a monopoly, there's a single dominant seller controlling the entire market,
allowing them to set prices and output levels.
2. Unique Product:
Monopolists typically offer a unique or differentiated product that has no
close substitutes, giving them a competitive edge.
3. High Barriers to
Entry: Monopolies often have high entry barriers like patents, control over
essential resources, or economies of scale, making it difficult for new
competitors to enter the market.
4. Price Maker:
The monopolist has the power to determine the price of the product, maximizing
profits.
5. Profit
Maximization: Monopolies tend to maximize profits by producing at the level
where marginal cost equals marginal revenue.
6. Long-term
Stability: They can enjoy long-term stability and sustained profits due to
limited competition.
7. Research and
Development: Monopolists often invest heavily in research and development,
leading to innovation and technological advancement.
8. Economies of Scale:
Monopolies can achieve economies of scale, reducing production costs and
potentially passing on cost savings to consumers.
(v) Discuss the
procedure for filing and hearing of a complaint of a consumer.
ANSWER -
The procedure for filing and hearing a consumer complaint
typically involves the following eight steps:
1. Complaint Filing:
The consumer submits a written complaint to the appropriate consumer forum,
providing details of the grievance, along with copies of relevant documents.
2. Forum Selection:
Depending on the value of the complaint, it may be filed with the District
Consumer Disputes Redressal Forum, State Commission, or National Commission.
3. Complaint
Admission: The forum examines the complaint's validity and, if accepted,
serves notice to the opposite party (the business or service provider) to
respond.
4. Opposite Party's
Response: The opposite party submits its response within a specified time,
either admitting or contesting the complaint.
5. Evidence and
Arguments: Both parties present evidence, documents, and arguments to support
their case during the hearing.
6. Mediation and
Settlement: Some cases undergo mediation or are settled amicably during the
proceedings.
7. Final Hearing:
If a settlement is not reached, a final hearing takes place, and both parties
present their case before the forum.
8. Judgment: The
consumer forum delivers its verdict, which may include compensation or other
remedies, based on the evidence and applicable laws.
(vi) Discuss the
role of Supreme Court under CPA Act, 1986.
ANSWER -
The Supreme Court of India plays several crucial roles under
the Consumer Protection Act (CPA), 1986:
1. Judicial Review:
The Supreme Court has the authority to review decisions of the National
Consumer Disputes Redressal Commission (NCDRC) and State Commissions, ensuring
they follow the law.
2. Interpretation of
Laws: It interprets and clarifies legal provisions related to consumer
rights and protection, setting important precedents.
3. Appeals: The
Supreme Court hears appeals against decisions made by the NCDRC or State Commissions,
providing a final avenue for legal recourse.
4. Landmark Decisions:
The court's rulings in consumer cases often establish landmark judgments that
influence consumer protection jurisprudence.
5. Legal Guidance:
It provides legal guidance and principles to lower courts, ensuring uniformity
in consumer protection cases.
6. Protection of
Fundamental Rights: The court safeguards consumers' fundamental rights,
such as the right to a fair hearing and access to justice.
7. Constitutional
Validity: It assesses the constitutional validity of provisions within the
CPA or related laws.
8. Public Interest
Litigation (PIL): The Supreme Court can take suo motu (on its own motion)
cognizance of consumer-related issues in the interest of justice and public welfare.
(vii) Discuss the
merits and demerits of Maximum Retail Price. 5+5=10
Maximum Retail Price (MRP) is a price set by manufacturers
or suppliers as the highest price at which a product can be sold to consumers.
Here are eight merits and demerits of MRP:
Merits:
1. Consumer
Protection: MRP prevents retailers from overcharging consumers, ensuring
price fairness.
2. Price Uniformity:
It maintains consistent pricing across different retailers, reducing confusion.
3. Transparency:
Consumers can easily identify the maximum price they should pay.
4. Anti-Hoarding:
MRP discourages hoarding and black marketing, benefiting consumers during
shortages.
5. Manufacturer
Control: Manufacturers can control pricing in the market, protecting their
brand image.
Demerits:
1. Lack of
Flexibility: MRP may not reflect market changes, causing products to be
overpriced or underpriced.
2. No Incentive for
Discounts: Retailers might not offer discounts below MRP, limiting price
competition.
3. Inefficient
Regulation: Enforcement of MRP can be lax, allowing some retailers to
overcharge.
4. Reduced
Competition: MRP can discourage price competition, potentially harming
consumers in the long run.
(viii) Discuss
the consumer grievances redressal mechanism by FSSAI.
ANSWER -
The Food Safety and Standards Authority of India (FSSAI) has
a consumer grievance redressal mechanism to address food-related concerns
effectively:
1. Online Portal:
FSSAI provides an online platform where consumers can file complaints and
grievances related to food safety and quality.
2. Toll-Free Helpline:
FSSAI operates a toll-free helpline (1800-11-2100) for consumers to report
issues and seek assistance.
3. State Food
Authorities: Consumers can also approach their respective State Food
Authorities to register complaints at the local level.
4. Central Consumer
Grievance Redressal System (CCGRS): FSSAI has established the CCGRS to
centralize and streamline grievance resolution processes.
5. Timely Action:
FSSAI ensures prompt action on registered complaints, including investigations
and follow-up.
6. Status Updates:
Consumers receive updates on the status of their complaints through the online
portal.
7. Resolution and
Penalties: FSSAI takes appropriate actions, which may include product
recall, penalties on violators, and improved food safety measures.
8. Awareness and
Education: FSSAI also focuses on consumer awareness and education regarding
food safety through various initiatives and campaigns.
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