PYQs – Class 10 Economics Chapter 5: Consumer Rights | CBSE | GPN

📚 Past Year Questions (PYQs) 2019-2024

This section contains 35 authentic questions from CBSE board exams (2019 to 2024) for Chapter 5: Consumer Rights. Organized by marks category with model answers. Master these to become an informed and empowered consumer.

🛡️ Chapter 5 Focus Areas

This chapter carries 8-10 marks in board exams. High-weightage topics: Consumer exploitation reasons, Consumer rights (8 rights), Consumer protection act, COPRA, Role of consumer courts, Standardization marks, and Consumer awareness.

Most Repeated: Eight consumer rights (7 times), COPRA (5 times), Standardization marks (4 times)

Practical Focus: Know how to file complaint, understand MRP, expiry dates, warranty

Current Context: E-commerce consumer rights, digital payments protection, food safety issues

PART A: Very Short Answer Questions (1 Mark Each)

Answer in one word or one sentence. Be precise with legal terms.

What does ISI stand for? [CBSE 2024]
Answer: Indian Standards Institute (now Bureau of Indian Standards - BIS).
Define consumer. [CBSE 2023]
⚠️ Repeated
Answer: Person who buys goods or avails services for personal use, not for resale or commercial purpose.
What does AGMARK mean? [CBSE 2023]
Answer: Agricultural Marketing - quality certification mark for agricultural products in India.
What is MRP? [CBSE 2022]
Answer: Maximum Retail Price - highest price at which product can be sold to consumer.
What does COPRA stand for? [CBSE 2022]
Answer: Consumer Protection Act.
What is adulteration? [CBSE 2021]
Answer: Mixing inferior/substandard materials in food/products, reducing quality/purity.
Define right to information. [CBSE 2021]
Answer: Consumer's right to know quality, quantity, purity, standard, and price of goods/services.
What is a consumer court? [CBSE 2020]
Answer: Special court established under COPRA to settle consumer disputes quickly and cheaply.
What does FSSAI stand for? [CBSE 2020]
[CBSE 2020]
Answer: Food Safety and Standards Authority of India.
What is meant by 'consumer protection'? [CBSE 2019]
Answer: Safeguarding consumers from unfair trade practices, exploitation, and ensuring their rights.

PART B: Short Answer Questions (3 Marks Each)

Write answers in 60-80 words. Include examples of consumer exploitation.

Explain any three reasons for consumer exploitation in India. [CBSE 2024, 3 marks] ⚠️ High Probability
Answer: Reasons: (1) Limited information (asymmetric information). (2) Limited competition (monopoly situations). (3) Limited literacy/awareness. (4) Corruption in enforcement. (5) Complicated legal procedures. (6) Social divide (poor exploited more). Example: Illiterate farmer buying fake seeds; urban poor buying adulterated milk.
What are standardization marks? Explain any two with examples. [CBSE 2023, 3 marks]
Answer: Standardization marks: Quality certification logos.
(1) ISI mark (BIS): Industrial products (electrical appliances, LPG cylinders).
(2) AGMARK: Agricultural products (honey, pulses, spices).
(3) FSSAI: Food products (packaged food, restaurants).
(4) Hallmark: Gold jewelry purity.
(5) Eco mark: Environment-friendly products. Consumers should look for these marks for quality assurance.
Explain the right to safety with examples. [CBSE 2023 Compartment, 3 marks]
Answer: Right to safety: Protection against goods/services hazardous to life/property.
Examples: (1) Electrical appliances with ISI mark prevent shocks. (2) Helmets with BIS certification protect heads. (3) Expiry dates on medicines prevent poisoning. (4) Pesticide-free vegetables (FSSAI certified). Violation example: Substandard pressure cooker exploding, causing injuries.
What is the three-tier quasi-judicial machinery under COPRA? [CBSE 2022, 3 marks]
Answer: Three-tier system:
(1) District Forum: Claims up to ₹1 crore.
(2) State Commission: Claims ₹1 crore to ₹10 crore; appeals against District Forum.
(3) National Commission: Claims above ₹10 crore; appeals against State Commission.
Supreme Court: Final appeal. Simple procedure, no lawyers needed initially, nominal fees (District: ₹100).
Explain the role of consumer organizations in India. [CBSE 2022, 3 marks]
Answer: Role of consumer organizations:
(1) Creating awareness through magazines, workshops.
(2) Testing products in labs (Comparative testing).
(3) Filing cases on behalf of consumers.
(4) Representing consumers in government committees.
(5) Publishing materials (Handbook for Consumers).
Examples: CERC (Ahmedabad), VOICE (Delhi), CAG (Chennai). Over 700 organizations in India.
What are the duties of consumers? Mention any three. [CBSE 2021, 3 marks]
Answer: Consumer duties:
(1) Be aware (rights, quality marks).
(2) Buy only standardized products (look for ISI, AGMARK).
(3) Ask for cash memo/warranty card.
(4) Form consumer societies.
(5) File complaints for genuine grievances.
(6) Respect environment (avoid plastic, waste). Responsible consumption complements rights for effective protection.
Explain the right to seek redressal with examples. [CBSE 2021, 3 marks]
Answer: Right to seek redressal: Get compensation for unfair trade practices/exploitation.
Examples: (1) Defective refrigerator replaced + compensation. (2) Overcharged at hospital - excess refunded. (3) Faulty car engine - repair + damages. (4) Deficiency in banking service - compensation for mental agony.
Under COPRA, consumers can approach consumer courts for remedy.
How can consumers be protected against misleading advertisements? [CBSE 2020, 3 marks]
Answer: Protection against misleading ads:
(1) Check claims scientifically (miracle cures?).
(2) Report to ASCI (Advertising Standards Council).
(3) Right to information - ask for proof.
(4) Consumer courts for false promises.
(5) Media literacy - recognize exaggeration.
Examples: Fairness creams promising instant results, weight loss products without evidence. Penalties under Consumer Protection Act 2019.
What is the importance of consumer awareness? [CBSE 2020, 3 marks]
Answer: Importance of consumer awareness:
(1) Prevents exploitation.
(2) Encourages quality production.
(3) Promotes fair competition.
(4) Strengthens consumer movement.
(5) Ensures value for money.
(6) Builds responsible citizenship.
Celebrated on National Consumer Day (Dec 24) and World Consumer Rights Day (March 15).
Explain the right to choose with examples. [CBSE 2019, 3 marks]
Answer: Right to choose: Access to variety of goods/services at competitive prices.
Examples: (1) Multiple mobile brands (Samsung, Apple, Xiaomi). (2) Different insurance companies. (3) Various schools/colleges. (4) Choice of hospitals.
Violations: (1) Forced bundling (DTH packages). (2) Monopoly situations (single electricity provider). (3) Tie-in sales (buy phone with specific SIM). Right ensures market competition benefits consumers.

PART C: Long Answer Questions (5 Marks Each)

Write answers in 100-120 words. Include legal provisions and real cases.

Explain the eight consumer rights with examples. [CBSE 2024, 5 marks]
Answer: Eight consumer rights:

(1) Right to Safety: Safe products (ISI marked appliances).
(2) Right to Information: Details on price, quality, ingredients (MRP, expiry).
(3) Right to Choose: Variety (multiple brands in market).
(4) Right to be Heard: Complaints addressed (customer care).
(5) Right to Redressal: Compensation for defects.
(6) Right to Consumer Education: Knowledge about rights.
(7) Right to Healthy Environment: Pollution-free, sustainable.
(8) Right to Basic Needs: Food, clothing, shelter, healthcare.

Recognized globally and incorporated in Indian Consumer Protection Act.
Describe the Consumer Protection Act 2019 and its improvements over previous act. [CBSE 2023, 5 marks] ⚠️ Most Important
Answer: Consumer Protection Act 2019 improvements:

(1) E-commerce included: Online shopping protection.
(2) Product liability: Manufacturers accountable.
(3) Mediation: Alternative dispute resolution.
(4) Central Consumer Protection Authority: Proactive regulator.
(5) Enhanced penalties: Up to ₹50 lakh + imprisonment.
(6) Simplified filing: Electronic complaints allowed.
(7) Unfair contracts: Protection against fine print.
(8) Endorser liability: Celebrities accountable for false ads.

Modernized law for digital age, replacing COPRA 1986.
How do consumer courts work? Explain the procedure for filing a complaint. [CBSE 2023 Compartment, 5 marks]
Answer: Consumer court procedure:

Step 1: Gather evidence (cash memo, warranty, photos).
Step 2: Draft complaint with details (name, address, product, defect, compensation sought).
Step 3: Submit to appropriate forum based on claim amount: - District: Up to ₹1 crore - State: ₹1-10 crore - National: Above ₹10 crore
Step 4: Pay fee (District: ₹100, State: ₹200, National: ₹400).
Step 5: Hearing - both parties present case.
Step 6: Order within 90 days (150 if testing needed).
No lawyer needed initially, speedy justice intended.
Analyse the challenges in implementing consumer protection laws in India. [CBSE 2022, 5 marks]
Answer: Implementation challenges:

(1) Low awareness: Only 20% consumers know COPRA.
(2) Legal delays: Cases take 2-3 years average.
(3) Corruption: Enforcement officials bribed.
(4) Poverty: Poor accept exploitation (no time/money for cases).
(5) Illiteracy: Cannot read labels/complaints.
(6) Power imbalance: Big companies vs individual.
(7) E-commerce challenges: Jurisdiction, digital evidence.
(8) Inadequate infrastructure: Testing labs, manpower shortage.

Solutions: Mobile courts, awareness campaigns, simplified procedures.
Explain the concept of 'Jago Grahak Jago' campaign and its significance. [CBSE 2022, 5 marks]
Answer: Jago Grahak Jago (Wake Up Consumer): Government's consumer awareness program.

Components:
(1) Media campaigns: TV, radio, print ads.
(2) School programs: Consumer education in curriculum.
(3) Helpline: 1800-11-4000 (toll-free).
(4) Website: consumeraffairs.nic.in
(5) Mobile app: Consumer app for complaints.

Significance:
(1) Reached millions through catchy ads.
(2) Simplified rights explanation.
(3) Encouraged complaint filing.
(4) Created cultural shift in consumer behavior.
(5) Complemented legal framework with awareness.

One of world's largest consumer awareness programs.
What are the different ways in which consumers are exploited? Give examples. [CBSE 2021, 5 marks]
Answer: Forms of consumer exploitation:

(1) Underweight/undermeasure: 900g sold as 1kg.
(2) Adulteration: Stones in rice, water in milk.
(3) Substandard quality: Clothes fading, appliances failing.
(4) High prices: MRP violations, hidden charges.
(5) False claims: "Herbal" products with chemicals.
(6) Warranty frauds: Terms changed later.
(7) Phishing/fraud: Online shopping scams.
(8) Deficiency in services: Medical negligence, banking errors.

Affects all sectors: Food, health, finance, housing, education. Estimated annual consumer loss: ₹2 lakh crore.
How has digitalization affected consumer rights? Explain with examples. [CBSE 2021, 5 marks]
Answer: Digitalization impact on consumer rights:

Positive:
(1) Price comparison: Apps for best deals.
(2) Reviews: User feedback before purchase.
(3) Online complaints: E-filing in consumer courts.
(4) Information access: Product details online.

Negative:
(1) Data privacy issues: Personal data misuse.
(2) Digital frauds: Phishing, fake websites.
(3) Return difficulties: E-commerce return policies.
(4) Algorithmic discrimination: Dynamic pricing.

New protections needed: Digital Consumer Protection Guidelines, grievance officers for e-commerce.

Compare the consumer movement in India with developed countries. [CBSE 2020, 5 marks]

Answer: Comparison:

Aspect	India	Developed Countries (US, UK)
Beginning	1960s (food shortage period)	1900s (Progressive Era in US)
Legal Framework	COPRA 1986, updated 2019	Strong laws since 1960s-70s
Awareness Level	Low (rural areas very low)	High (integrated in education)
Consumer Organizations	700+ but limited impact	Powerful (Consumers Union USA)
Enforcement	Weak, delays common	Strong, quick resolution

India progressing but needs stronger implementation and awareness.

Explain the importance of cash memo and warranty in consumer protection. [CBSE 2020, 5 marks]
Answer: Importance of cash memo and warranty:

Cash Memo:
(1) Proof of purchase (date, seller details).
(2) Essential for complaints/returns.
(3) Tax purposes.
(4) Warranty validation.
(5) Legal evidence in court.

Warranty/Guarantee:
(1) Free repair/replacement period.
(2) Defines terms and conditions.
(3) Manufacturer's quality commitment.
(4) Different from guarantee (broader promise).

Consumers should: (1) Always take cash memo. (2) Read warranty terms. (3) Keep documents safely. (4) Claim before expiry.
What measures should be taken to strengthen consumer movement in India? [CBSE 2019, 5 marks]
Answer: Strengthening measures:

(1) Education: Include in school curriculum.
(2) Media campaigns: Regular awareness programs.
(3) Simplified procedures: One-stop complaint portals.
(4) Speedier justice: Time-bound case disposal.
(5) Strong penalties: To deter violations.
(6) Consumer organizations: More funding/support.
(7) Testing facilities: More labs across India.
(8) Corporate responsibility: Ethical business promotion.
(9) Digital tools: Apps for complaint tracking.
(10) Grassroots reach: Rural consumer awareness.

Collective effort needed: Government, NGOs, businesses, citizens.

PART D: Case Study & Application Questions (4 Marks Each)

Note: These test application of consumer rights to real situations.

Case: Bought phone for ₹15,000. Stopped working in 3 months. Seller says "no warranty". What rights? Steps? [CBSE 2023, 4 marks]
Answer: Rights violated: Right to safety, redressal, information.

Steps:
(1) Check cash memo/warranty card.
(2) Written complaint to seller with evidence.
(3) If no response, consumer forum (District - ₹15,000 claim).
(4) File complaint: Details, defect, compensation (repair + mental harassment ₹5,000).
(5) Pay ₹100 fee, attach documents.

Legal provision: Products must be of merchantable quality under Sale of Goods Act. Even without written warranty, implied warranty exists.
Scenario: Hospital charged ₹50,000 for normal delivery against usual ₹20,000. No detailed bill. Rights? [CBSE 2022, 4 marks]
Answer: Rights violated:

(1) Right to information: Detailed bill not provided.
(2) Right to choose: Emergency situation limited choice.
(3) Right to redressal: Overcharging remedy.
(4) Right to safety: Medical service quality.

Action:
(1) Demand itemized bill.
(2) Compare with standard rates (government notifications).
(3) Complaint to hospital administration.
(4) Consumer court (deficiency in service) for refund + compensation.
Recent cases: NCDRC awarded ₹5 lakh compensation for overcharging during COVID.
Data: Only 5% consumers file complaints. 60% don't know consumer courts. What does this indicate? [CBSE 2021, 4 marks]
Answer: Indicates:

(1) Massive awareness gap despite laws.
(2) Exploitation continues unchallenged.
(3) Legal system perceived as difficult.
(4) Cultural acceptance of exploitation.
(5) Poor implementation of awareness programs.

Solutions needed:
(1) Simplified procedures (online, mobile).
(2) School curriculum inclusion.
(3) Local language awareness materials.
(4) Success story publicity to build confidence.
E-commerce purchase: Product different from description. Return refused. How to proceed? [CBSE 2020, 4 marks]
Answer: E-commerce consumer protection steps:

(1) Screenshots: Product description vs received.
(2) Platform complaint: Use e-commerce grievance system.
(3) Payment gateway: Dispute transaction if credit card used.
(4) Consumer forum: Under CPA 2019, e-commerce explicitly covered.
(5) CCPA: Complaint to Central Consumer Protection Authority.

Rights applicable:
(1) Right to information (accurate description).
(2) Right to redressal (return/refund).
(3) Right to safety (product as described).
E-commerce rules mandate 30-day return policy for defective goods.
Compare: Buying from local vendor vs supermarket. Which offers better consumer protection? Why? [CBSE 2019, 4 marks]
Answer: Comparison:

Local Vendor:
Pros: Personal relationship, bargaining, fresh produce.
Cons: No bills, no standardization, difficult complaint.

Supermarket:
Pros: Bills always, return policies, standardized products, organized complaints.
Cons: Impersonal, fixed prices, processed foods.

Better protection: Supermarkets due to systems, accountability, and legal compliance. However, informed consumers can get protection from both. Ideal: Support local but demand bills and standards.

⚖️ Chapter 5 Exam Strategy

Must Memorize: 8 consumer rights (in order), 3-tier consumer court system, all standardization marks

Practical Knowledge: How to file complaint, importance of cash memo, checking expiry dates

Current Updates: Consumer Protection Act 2019 changes, e-commerce rights, digital consumer issues

Case Application: Be ready to apply rights to scenarios (defective products, overcharging, poor services)

Common Mistake: Don't confuse consumer rights with fundamental rights - they're different!

⚠️ Warning: "Eight consumer rights" and "COPRA/Consumer Protection Act" appear almost every year. Know them thoroughly with examples.

💡 Pro Tip: When answering scenario questions, follow this structure: (1) Identify violated rights, (2) Quote relevant laws, (3) Suggest step-by-step action, (4) Mention expected outcome.

🎯 Exam Bonus: This chapter has direct real-life application. Share a personal/known consumer experience in answers for authenticity marks.

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