Chapter ke text par jao
Understanding Economic DevelopmentCh 5 Consumer Rights

Consumer Rights: Class 10 Economics Chapter 5 Hinglish mein

Understanding Economic Development · Hinglish notes, simulations aur practice · Official NCERT chapter PDF ↗

Published · Updated

  • 55 min
  • 38 practice questions
  • 23 MCQs

Is chapter mein aap kya seekhenge

  • Samjhao ki market mein akela consumer aksar kamzor kyun hota hai, aur aam unfair trade practices pehchano
  • Track karo ki India aur duniya mein consumer movement kaise badha, 1960s se COPRA 1986 aur Consumer Protection Act, 2019 tak
  • Chhe consumer rights batao aur tay karo ki kisi diye gaye case mein kaun sa right juda hai
  • Product label par MRP, quantity, dates aur banane wale ki details padho, aur samjhao ki RTI Act right to information ko kaise aage badhata hai
  • Samjhao ki consumer complaint kaise file karte hain aur sahi commission kaise chunte hain, textbook ki limits aur December 2021 se laagu limits dono se
  • ISI, Agmark, Hallmark aur +F marks pehchano aur samjhao ki kuch goods ke liye certification compulsory kyun hai
  • Consumer movement ki progress aur problems ko parkho, aur ek alert consumer ki duties ki list banao

NCERT Social Science Class 10, Chapter 5, pp. 74–89 par based original companion text. Yeh NCERT se juda nahi hai aur NCERT ne ise endorse nahi kiya hai.

Kya tumne kabhi aisa charger khareeda hai jo ek hafte mein pighal gaya, ya tumse packet par chhape price se zyada paise maange gaye? Zyadatar log bas thoda bhunbhunaate hain aur jaane dete hain. Kuch log seller ko consumer commission tak le jaate hain aur refund ya compensation jeet lete hain, kabhi-kabhi lambi ladai ke baad. Sirf 2024 mein states ke consumer commissions ko lagbhag 1.6 lakh naye cases mile.

Yeh chapter teen sawaal poochhta hai. Market mein buyers aksar nuksaan mein kyun rehte hain? Law unhe kaun se rights deta hai? Aur jab koi purchase gadbad ho jaaye, to tum asal mein kya kar sakte ho?

5.1 Market mein consumer

Hum sab market mein do roles nibhaate hain. Gehun bechta kisan, ya apni shift ke paise paane wali nurse, producer ki tarah kaam kar rahe hain. Jab wahi log apne use ke liye sabun, bus ticket ya mobile recharge khareedte hain, to woh consumers (उपभोक्ता) hote hain. Teeno sectors jo kuch bhi produce karte hain, woh aakhir mein use ke liye goods aur services ki shakal mein consumers tak pahunchta hai.

Definition
Consumer

Aisa vyakti jo goods khareedta hai ya services ke paise deta hai apne khud ke use ke liye, unhe dobara bechne ya kisi business mein use karne ke liye nahi.

ExampleSchool ke liye calculator khareedta ek student; train ticket book karta ek parivaar.

Jahan bhi kisi deal ka ek side bahut kamzor ho, wahan law ko beech mein aana padta hai. Is book mein tum pehle aise do cases dekh chuke ho: unorganised workers ke liye labour laws (Chapter 2) aur informal moneylenders par limits (Chapter 3). Buyers ko bhi waisi hi dhaal chahiye, kyunki seller ko aam taur par zyada pata hota hai aur uske paas zyada power hoti hai.

Sanjay ko lo, jo ek ceiling fan khareedta hai jo ek hafte baad dagmagane lagta hai. Dukaan kehti hai ki company ki galti hai. Company ka service centre kehta hai ki dukaan ne use galat fit kiya. Dono ishaara karte hain ki use paise dene se pehle check kar lena chahiye tha. Message saaf hai: fan ab Sanjay ki problem hai, unki nahi.

Buyers jaan-boojh kar kiye gaye tricks se bhi nuksaan uthaate hain, jinhe unfair trade practices kehte hain. Sabse aam tricks ki list banana aasaan hai: dhokha deta taraazu, counter par badhta bill, kisi sasti cheez se bhara gaya khaana, aur aise goods jo kharab ya sade hue niklein. Khaane ko is tarah bhar dena adulteration (मिलावट) hai. Inmein se chaar tricks Fig. 5.1 mein bani hain.

4/4Ek advert aise results ka vaada karta hai jinhe koi prove nahi kar sakta.

Fig. 5.1Roz ke chaar tricks. Har ek buyer se paise leta hai, par poori value nahi deta.NCERT p. 76

Chaar panels ek-ek karke aate hain. Pehla, ek taraazu jiske ek palde par 1 kg ka baat hai aur doosre par pyaaz, jin par 920 g likha hai: short weight. Doosra, ek bill jismein 2,000 rupaye ka room aur 240 rupaye tax hai, aur 500 rupaye ki ek extra line dashed box se ghiri hai: hidden charges. Teesra, mirch powder ka ek jar jismein laal daanon ke beech grey kankad ke kan hain, magnifying glass se dikhte hue: adulteration. Chautha, ek billboard jis par likha hai ek hafte mein 5 cm badho, jise kaata gaya hai aur no proof likha hai: false claims.

Definition
Unfair trade practice

Bechne ka beimaan ya dhokhe wala tareeka, jaise jhoothi advertising, short weight, hidden charges ya milawati ya kharab goods bechna.

In tricks ke peeche unequal power hai (Fig. 5.2). Ek badi company ke paas paisa, advertising aur lawyers hote hain. Ek ghar ek-do packet khareedta hai aur shikayat karta bhi hai to akele; crores customers wali firm ke liye ek complaint ka koi khaas matlab nahi hota. Badi firms yeh bhi tay kar sakti hain ki log kya maanein. Ek energy drink ko 'doctor-approved' bata kar becha ja sakta hai, ya ek herbal tea ko badhte weight ka jhatpat ilaaj bata kar, bina kisi saboot ke. Aise claims ko jhootha prove karne mein saalon lag sakte hain.

3/3Laws aur consumer commissions muqabla zyada fair banaate hain.

Fig. 5.2Akela buyer bade seller ke saamne kamzor hai. Organise hona aur law yeh gap kam karte hain.

Ek baseline par do bars khade hain. Left mein ek lamba orange bar jis par Company likha hai, aur uske paas teen tags: paisa, adverts aur vakeel. Right mein ek chhota blue bar jis par Ek buyer likha hai, aur heading par unequal power likha hai. Doosre step mein buyer ka bar lagbhag aadhi height tak badh jaata hai aur ek tag par groups likha hai. Teesre step mein do aur tags aate hain, laws aur commissions, buyer ka bar company ki height tak pahunch jaata hai, aur heading badal kar ab fair balance ho jaati hai.

Isiliye markets ko aise rules chahiye jo buyers ko protect karein, aur aise log jo dekhein ki rules maane jaa rahe hain. Consumer movement isi zaroorat se paida hua.

Practice · 3 questions

Let's work these out: chalo hal karein (NCERT p. 77): answers ke saath

  1. Short answerEasyNCERT Let's work these out, p. 77, Q1

    Chaar tricks batao jinse sellers buyers ko dhokha dete hain, har ek ka ek example do.

    Solution dikhao
    • Short weight ya measure: ek petrol pump jo meter par 5 dikhata hai lekin 4.8 litre deta hai.
    • Hidden ya extra charges: ek 'convenience fee' jo sirf aakhri payment step par judti hai.
    • Milawati ya kharab goods: sasti dye se rangi haldi; pressure-tested gas pipe jo leak karta hai.
    • Jhoothe ya gumraah karne wale claims: ek coaching centre jo aise toppers ka advert karta hai jo wahan kabhi padhe hi nahi.
  2. Short answerEasyNCERT Let's work these out, p. 77, Q2

    Koi aisa waqt yaad karo jab tumhe ya tumhare parivaar mein kisi ko kuch khareedte samay dhokha mehsoos hua. Kya hua tha, aur kaun sa trick use hua tha? Apni class ke saath share karo.

    Solution dikhao

    Answers alag-alag honge. Ek model answer: 'Meri maa ne ek thele se 2 kg seb khareede. Ghar par kitchen scale ne 1.7 kg dikhaya. Thele wale ne aisa taraazu use kiya tha jo calibrated nahi tha. Yeh short weight hai, ek unfair trade practice. Agli baar hum us thele wale se khareedenge jiske taraazu par Legal Metrology ki stamp ho, ya wahin par weight check karenge.'

  3. Short answerMediumNCERT Let's work these out, p. 77, Q3

    Teen cheezein suggest karo jo government kar sakti hai taaki buyers ke saath dhokha na ho, aur har ek ka reason do.

    Solution dikhao
    • Safety, labelling aur fair trade par laws banao aur update karo, kyunki warna sellers apne hi rules bana lete hain.
    • Weights, khaane aur products ko regularly inspect aur test karo, kyunki jo law kabhi laagu hi nahi hota, woh kisi ko protect nahi karta.
    • Complaint karne ki tez aur sasti jagahein do, jaise consumer commissions aur ek helpline, kyunki chhote jhagdon ke liye aam courts dheeme aur mehenge hain.
    • Government awareness campaigns bhi chala sakti hai, kyunki jo buyer kisi right ke baare mein jaanta hi nahi, woh use use nahi kar sakta.
Quick check
4 mein se 1
Ek sabzi wale ka taraazu aise set hai ki pyaaz ka har '1 kg' asal mein 920 g hai. Yeh hai
Answer dekho

Answer (C) ek unfair trade practice: short weight

Buyer 1 kg ke paise deta hai aur use kam milta hai; yeh short weight hai, ek unfair trade practice. Adulteration ka matlab hota product mein hi koi sasti cheez milana.

5.2 Consumer movement

Zyada pehle ki baat nahi, dhokha khaya buyer bas chala jaata aur agli baar kahin aur se khareedta, isse zyada kuch nahi kar paata tha. Law koi khaas madad nahi deta tha, aur aam soch do shabdon mein thi: buyer, beware (khareedne wale, saavdhaan). Agar chaawal mein kankad nikle, to log kehte, tumhe dhyaan se dekhna chahiye tha. Consumer movement (उपभोक्ता आंदोलन) isi soch ko badalne nikla.

India mein citizens ne 1960s mein organise hona shuru kiya. Woh khaane ki kami ke saal the. Traders prices badhane ke liye anaaj hoard karte, kam milne wale goods black market mein bechte, aur khaane aur cooking oil mein milawat karte. Naraz citizens ke groups virodh karne ke liye saath aaye. Unke pehle hathiyaar the kalam aur public meeting: newsletters, articles aur exhibitions jo logon ko dikhate ki unke saath kaise dhokha ho raha hai. Kuch groups ration shops par nazar rakhte; doosre bhari hui buses ki roz ki pareshani ka mudda uthaate. Baad ke dashakon mein consumer groups ki sankhya kai guna badh gayi.

Dheere-dheere movement ne bojh buyer se hata kar seller par daal diya (Fig. 5.3). Aaj law umeed karta hai ki seller sahi quality ke goods aur services de aur kharabiyon ka jawaab de, na ki buyers ko unhe bahut der se pata chalne de.

3/3Ab sellers ko quality, safety aur imaandaar information ka jawaab dena padta hai.

Fig. 5.3Consumer movement ne dhyaan rakhne ki duty buyer se seller par shift kar di.NCERT p. 77

Left mein ek buyer khada hai aur right mein shop counter ke peeche ek seller. Pehle step mein duty to check likha ek bhaari box buyer ke upar hai aur beech mein Buyer, beware! likha aata hai. Doosre step mein consumer movement likha ek arrow right ki taraf point karta hai aur box aadha raasta paar kar chuka hai. Teesre step mein box seller ke upar hai aur likha hai Seller, take care!

Definition
Consumer movement

Consumers aur unke groups ki organised koshish, buyers ko unfair practices se bachane aur sellers aur governments ko goods aur services ki quality, safety aur price ke liye zimmedaar banane ki.

Timeline

Consumer movement ke milestones

  1. 1960

    Consumers International ki sthapna

    Paanch national consumer groups ne International Organisation of Consumers Unions banaya, jiska naam 1995 mein Consumers International ho gaya.

  2. 15 March 1962

    Chaar consumer rights ke naam rakhe gaye

    US President John F. Kennedy ne chaar rights ginaaye: safety, information, choice aur sunwaai ka right. 15 March ab World Consumer Rights Day hai.

  3. 1960s–70s

    India mein organised movement

    Khaane ki kami, hoarding, black-marketing aur adulteration ne citizens ke groups ko aage badhaya.

  4. 1985

    UN Guidelines for Consumer Protection

    UN General Assembly ne apnaaye; 1999 mein badhaye gaye aur 2015 mein revise hue.

  5. 24 Dec 1986

    Consumer Protection Act (COPRA)

    India ka law consumer complaints sunne ke liye special bodies banata hai.

  6. 12 Oct 2005

    Right to Information Act laagu

    Citizens public offices se information maang sakte hain.

  7. 20 Jul 2020

    Consumer Protection Act, 2019 laagu

    August 2019 mein paas hua, yeh 1986 ke Act ki jagah leta hai aur online shopping ko bhi cover karta hai.

  8. 24 Jul 2020

    Central Consumer Protection Authority

    Consumers ke rights, unfair trade aur gumraah karne wale adverts ke liye ek national regulator.

  9. 30 Dec 2021

    Commissions ki nayi money limits

    District ₹50 lakh tak, State ₹2 crore tak, National usse upar.

Consumer groups ke dabaav ne businesses aur government dono ko kadam uthaane par majboor kiya. 1986 mein Parliament ne Consumer Protection Act paas kiya, jise COPRA (उपभोक्ता संरक्षण अधिनियम) kehte hain. Isne consumer complaints ko jaldi aur saste mein suljhaane ke liye special bodies banayi, jinse tum is chapter mein aage miloge (redressal).

Practice · 2 questions

Let's work these out: chalo hal karein (NCERT p. 78): answers ke saath

  1. Short answerMediumNCERT Let's work these out, p. 78, Q1

    Tumhare area ki ek bakery naye date stickers laga kar baasi bread bechti rehti hai. Teen kadam suggest karo jo ek local consumer group utha sakta hai.

    Solution dikhao
    • Saboot jama karo: packets khareedo, bills sambhaal kar rakho, badle hue stickers ki photo lo.
    • Posters, local newspaper ya social media se logon ko batao, aur buyers se dates check karne ko kaho.
    • Bakery ki report district food safety officer se karo, aur prabhavit buyers ko District Commission mein complaint file karne mein madad karo.
    • Agar faayda ho, to pehle bakery ke maalik se milo aur yeh practice band karne ko kaho.
  2. Short answerMediumNCERT Let's work these out, p. 78, Q2

    Food-safety rules masaalon ko sasti dyes se rangne ki manaahi karte hain, phir bhi milawati masaale bikte rehte hain. Aise rules aksar kyun nahi maane jaate? Discuss karo.

    Solution dikhao
    • Har dukaan ko test karne ke liye inspectors aur laboratories bahut kam hain.
    • Penalties hamesha laagu nahi hoti, isliye dhokha dena faayde ka sauda ban jaata hai.
    • Buyers nangi aankh se adulteration nahi dekh sakte, bill kam hi maangte hain aur shayad hi kabhi complaint karte hain.
    • Chhote cases ladne layak nahi lagte, aur kuch sellers rishwat dete hain ya loopholes se bach nikalte hain.
Quick check
3 mein se 1
1960s mein India mein organised consumer movement kis wajah se shuru hua?
Answer dekho

Answer (A) Khaane ki kami, hoarding, black-marketing aur adulteration

Kami ki wajah se traders khaana aur oil hoard karte, black-market mein bechte aur unmein milawat karte, aur citizens ne virodh ke liye organise kiya. Online shopping aur RTI Act dashakon baad aaye.

5.3 Consumer rights

Law un rights ki list deta hai jo India ke har consumer ke paas hain, aur 2019 ka Act chhe ke naam leta hai. Tumhe khatarnaak goods aur services se protection milta hai (safety) aur tumhe facts jaanne ka haq hai (information). Tum fair prices par kai tarah ke goods mein se chun sakte ho (choice) aur tumhari baat suni jaani chahiye (representation). Kisi galat ke liye tum redressal maang sakte ho, aur tumhe consumer awareness ka right hai (education). Fig. 5.4 inhe group karta hai; yeh section ek-ek karke inhe dekhta hai.

3/3Representation tumhe sunwaai deta hai; education tumhe tumhare rights batata hai.

Fig. 5.4Chhe consumer rights. Har card ka apna colour aur border pattern hai.NCERT p. 79

Beech mein Consumer likha ek circle hai, aur cards lines se usse jude hain. Pehle step mein upar do cards aate hain: Safety, safe goods, aur Information, sahi-poore facts. Doosre step mein do aur cards sides par aate hain: Choice, khud chuno, aur Redressal, harm ka remedy. Teesre step mein aakhri do neeche aate hain: Representation, sunwaai, aur Education, rights jaano.

Safety sabka right hai

Kharab helmet ya galat wiring wali lift sirf paise ki barbaadi nahi hai; isse jaan bhi ja sakti hai. Isiliye pehla consumer right right to safety hai: aise goods aur services se protection jo jaan ya property ko khatre mein daalein. Gas cylinders, school buses, medicines, yahan tak ki street food ki ek plate, sab mein dhyaan chahiye. Safety do kadiyon ke saath judne par tikti hai. Banane wala safety standard ke hisaab se banaye, aur inspectors check karein ki woh aisa karta hai. Jab koi bhi kadi kamzor ho, aur buyers chup rahein, to khatarnaak goods shelves par bane rehte hain.

Practice · 2 questions

Let's work these out: chalo hal karein (NCERT p. 79): answers ke saath

  1. Short answerEasyNCERT Let's work these out, p. 79, Q1

    Inmein se teen chuno aur list banao ki unke banane walon ya chalane walon ko users ko safe rakhne ke liye kya precautions leni chahiye: two-wheeler helmet, housing society ki lift, patakhe, school bus, street-food stall, mele ka giant wheel.

    Solution dikhao
    • Helmet: national standard ke hisaab se bana, impact ke liye tested, mazboot chin strap aur ISI mark ke saath.
    • Lift: licensed, schedule par service hui, emergency alarm ke saath, load limit likhi hui aur aise doors jo floors ke beech nahi khulte.
    • Patakhe: sirf permitted chemicals, saaf warnings aur age limits, safe packing aur garmi se door storage.
    • School bus: valid licence wala fit driver, speed governor, first-aid box, fire extinguisher aur chhote bachchon ke liye ek attendant.
    • Street-food stall: saaf paani, dhaka hua khaana, gloves ya saaf haath, taaza tel, food licence ya registration.
    • Giant wheel: safety certificate, roz ki checking, locked seat bars, trained operator.
  2. ActivityMediumNCERT Let's work these out, p. 79, Q2

    Apne mohalle mein poochho ki kabhi kisi ko chot lagi ho ya nuksaan hua ho kyunki kisi banane wale ya service provider ne laparwaahi ki. Use describe karo aur batao ki use kaise roka ja sakta tha.

    Solution dikhao

    Answers alag-alag honge. Ek model answer: 'Hamari colony mein ek nayi building ki deewar pehli tez baarish ke baad gir gayi aur do khadi scooters ko nuksaan pahuncha. Builder ne ghatiya cement use kiya tha aur koi drainage nahi banaya tha. Woh zimmedaar tha kyunki buyer deewar ke andar ka material check nahi kar sakta. Sahi material, engineer ka inspection aur municipality ki building checks ise rok sakte the.'

Goods aur services ki information

Apne kitchen ka koi bhi packet uthao. Us par chhapi cheezein sajaavat nahi hain: law unhe zaroori banata hai. Legal Metrology Act, 2009 ke packaging rules batate hain ki pre-packed item par kya dikhna chahiye. Usmein banane wale ya pack karne wale ka naam aur address, product kya hai, uski net quantity aur manufacture ya packing ki date shaamil hai. Usmein MRP aur ek customer-care contact bhi shaamil hai, aur packaged food par 'use by' ya expiry date honi chahiye. Fig. 5.5 dikhata hai ki kahan dekhna hai.

4/4Banane wale ka address aur complaints ke liye customer-care number.

Fig. 5.5Chaar sawaal jinka jawaab har label deta hai. Paise dene se pehle inhe padho.NCERT p. 80

Left mein mango drink ka ek carton hai jis par printed panels hain. Pehle step mein ek dashed box naam aur 200 mL wale panel ko mark karta hai, aur label par likha hai Kya hai? naam, contents, maatra. Doosre step mein date panel, Mfd 04/2026 aur Use by 08/2026, mark hota hai: Kab bana? Teesre step mein MRP 20 rupaye wala panel mark hota hai: Price kya? MRP, saare tax shaamil. Chauthe step mein neeche ka chhota print mark hota hai: Maker kaun? pata, care helpline.

Label right to information ko amal mein laata hai: tumhe jo kharidte ho uski quality, quantity, price aur baaki facts jaanne ka haq hai. Facts haath mein hon to tum products compare kar sakte ho, expired goods se bach sakte ho aur kuch galat hone par apna case prove kar sakte ho. Koi dukaan chhape hue MRP (अधिकतम खुदरा मूल्य) se zyada nahi le sakti, 'cooling charge' ke naam par bhi nahi. Woh kam mein bech sakti hai, aur tum mol-bhaav karne ke liye free ho. Expiry date ke baad medicines bechna saza layak apraadh hai.

Labels yeh bhi batate hain ki product ko safely kaise use karna hai: khilaune par age range, charger par voltage, ya syrup ki bottle par 'store below 25 °C'.

Example 5.1

Khareedne se pehle label padhna

20 October 2026 ko Neha ko ek dukaan mein mango drink ki do bottles milti hain. Bottle A 12 April 2026 ko bani thi; bottle B 15 August 2026 ko. Dono par likha hai 'use by: 4 months from manufacture' aur 'MRP ₹40 (incl. of all taxes)'. Dukaandaar thandi bottle ke ₹45 maangta hai. (a) Kaun si bottle khareedne layak hai? (b) Kya ₹45 lena allowed hai, aur yeh MRP se kitne percent zyada hai?

Pehle khud try karo. Phir solution ek-ek step karke kholo.

Right to information government tak bhi pahunchta hai. Right to Information (RTI) Act, jo 12 October 2005 ko poori tarah laagu hua, kisi bhi citizen ko kisi public office se uske kaam ke baare mein poochhne deta hai. Tum ek chhoti fee ke saath likh kar apply karte ho (central government ke offices ke liye ₹10), aur office ko aam taur par 30 din ke andar jawaab dena hota hai.

Practice · 3 questions

Let's work these out: chalo hal karein (NCERT p. 81): answers ke saath

  1. Short answerMediumNCERT Let's work these out, p. 81, Q1

    Ek bus stand par ek dukaan ₹20 MRP wali paani ki bottle ke ₹25 leti hai, aur kehti hai ki extra paisa cooling ka hai. Ek supermarket wahi bottle ₹18 mein bechta hai. Dono prices samjhao. Kya inmein se koi illegal hai, aur consumer groups kya kar sakte hain?

    Solution dikhao

    MRP woh sabse oonchi price hai jis par item becha ja sakta hai, taxes milakar. ₹25 lena illegal hai: cooling charge nahi joda ja sakta. ₹18 mein bechna legal hai; supermarket bulk mein khareedta hai aur buyers ko kheenchne ke liye kam margin leta hai.

    Consumer groups test purchases kar sakte hain, dukaan ke baare mein logon ko bata sakte hain, buyers ko Legal Metrology department ya National Consumer Helpline (1915) mein complaint karne mein madad kar sakte hain, aur yaatriyon ko yaad dila sakte hain ki MRP se zyada na dein.

  2. ActivityEasyNCERT Let's work these out, p. 81, Q2

    Apne kitchen ke teen khaali packets ka 'label audit' karo: un par chhapa har fact likh lo, jin facts ko tum sach mein use karoge un par tick lagao, aur ek aisa fact jodo jo tum chahte ho ki banane wala chhaapta.

    Solution dikhao

    Biscuits ke ek packet ke liye model answer: naam aur ingredients (allergies ke liye kaam ke), net quantity 150 g, manufacture ki date aur use-by date, MRP ₹30, banane wale ka address, customer-care number aur food licence number. Kaam ke: dates, MRP aur helpline. Gayab ya padhne mein mushkil: print bahut chhota hai, aur har biscuit mein kitni sugar hai yeh aasaan tareeke se nahi dikhaya gaya.

  3. Short answerMediumNCERT Let's work these out, p. 81, Q3

    Tumhare school ke paas ki ek sadak chhe mahine se khudi padi hai, aur municipality ko likhe letters ka koi jawaab nahi aata. Kya ek RTI application madad kar sakti hai? Samjhao ki tum kya maangoge, aur isse kya ho sakta hai aur kya nahi.

    Solution dikhao

    Haan, kaafi had tak. RTI Act citizen ko records maangne deta hai: sadak ka sanctioned budget, contractor ka naam, kaam poora hone ki date aur der par li gayi action. Office ko 30 din ke andar jawaab dena hota hai, aur public jawaab aksar officials ko kaam karne par majboor karte hain.

    Iski limits: yeh information deta hai, repair nahi. Citizens ko phir bhi complaints, local representatives aur media ke zariye follow up karna padta hai.

Jab choice chheen li jaaye

Right to choose ka matlab hai ki fair prices par milne wale kai goods mein se tum tay karte ho ki khareedna hai ya nahi, kya khareedna hai aur kisse. Seller ise tab todta hai jab woh tumhe aisi cheez lene par majboor kare jo tumne maangi hi nahi. Tyohaar ki bheed mein ek grocer sugar sirf unhe bech sakta hai jo uski chai bhi khareedein. Ek car dealer delivery se pehle apna hi insurance khareedne par zor de sakta hai. Is tarah zabardasti saath mein bechne ko tie-in sale kehte hain.

Choice tab bhi chheeni jaati hai jab koi service provider pehle se badi rakam le leta hai aur phir tumhe chhodne nahi deta, service chahe kitni bhi kharab ho. Pehle paise de dene ka matlab yeh nahi ki tum phans gaye: tum kharab service band kar sakte ho aur jo hissa use nahi hua uski fees wapas maang sakte ho.

Practice · 1 question

Let's work this out: chalo hal karein (NCERT p. 82): answers ke saath

  1. Short answerMediumNCERT Let's work this out, p. 82

    Yeh rahe dukaanon aur apps mein dikhne wale chhe offers. Inmein se kaun se sach mein buyer ka faayda karte hain? Har ek ka reason do. (i) Usual price par pack mein 20% extra free. (ii) Agle hafte expire hone wale biscuits par buy two, get one free. (iii) Card scratch karo aur car jeeto. (iv) 2 kg detergent pack ke saath ek free steel bowl. (v) 'No-cost EMI' par ₹999 down mein phone. (vi) Ek mahine ka free trial jo apne aap ₹499 mahine par renew ho jaata hai.

    Solution dikhao
    • (i) Asli faayda, agar price aur quality wahi rahein: tum per gram kam dete ho.
    • (ii) Sirf tab jab tum unhe ek hafte mein kha sako; warna tum aise khaane ke paise doge jo barbaad hoga.
    • (iii) Shayad hi kabhi: jeetne ka chance bahut chhota hai, aur prize ka kharch price mein hi joda ho sakta hai.
    • (iv) Price check karo: 'free' gift ke paise aksar zyada price ya kam quantity se vasool kiye jaate hain.
    • (v) Terms padho: processing fees ya phone ki zyada price 'no-cost' EMI ko mehenga bana sakti hai.
    • (vi) Agar cancel karna bhool gaye to jaal: auto-renewal har mahine tumhare account se paise kaatta hai.

    Short mein, offer tabhi kaam ka hai jab product tumhe waise bhi chahiye tha aur total kharch sach mein kam hota hai.

Quick check
4 mein se 1
Bread ke ek packet par manufacture ki date nahi hai. Kaun sa right ignore hua hai?
Answer dekho

Answer (C) Right to information

Dates, contents aur price right to information ka hissa hain. Baasi bread se safety ka sawaal bhi uth sakta hai, lekin gayab date pehle information ki chook hai.

Consumers ko insaaf ke liye kahan jaana chahiye?

Unsafe goods, gayab information aur zabardasti ki purchases, sab consumer ke saath galat hain. Right to seek redressal (निवारण) ka matlab hai ki consumer remedy maang sakta hai: repair, replacement, refund ya nuksaan ke barabar compensation. Aisa right utna hi kaam ka hai jitni woh jagah jahan tum use claim kar sako, aur woh jagah itni sasti aur aasaan honi chahiye ki ek aam buyer wahan ja sake.

Woh system consumer commissions ka network hai, jinka formal naam Consumer Disputes Redressal Commissions hai; purani books inhe consumer courts ya forums kehti hain. Consumer bina lawyer ke khud complaint file kar sakta hai. Ek jaisi shikayat wale consumers ka group, jaise ek housing project ke saare buyers, milkar ek joint complaint file kar sakta hai, jise class action kehte hain. 2019 ke Act ke baad se tum wahan file kar sakte ho jahan tum rehte ya kaam karte ho, sirf wahan nahi jahan seller hai. Tum online bhi file kar sakte ho, aur hearings video se ho sakti hain. Fig. 5.6 ek complaint ko shuru se aakhir tak follow karta hai.

4/4Commission refund aur compensation ka order deta hai. Koi bhi side appeal kar sakti hai.

Fig. 5.6Anil ka ₹3,200 ka parcel kabhi nahi pahuncha aur courier ne use ignore kiya. Uski complaint in stages se guzri.NCERT p. 82

Chhe numbered boxes ek raasta banate hain. Pehle step mein box 1, bill aur warranty lo, aur box 2, seller ko likho, upar wali row mein aate hain. Doosre step mein box 3, call 1915 ya council, judta hai. Teesre step mein ek arrow neeche mud kar box 4, commission mein case, tak jaata hai, aur phir neeche wali row mein box 5, hearing, dono side. Chauthe step mein box 6, order: refund, repair, aata hai, saath mein note: appeal upar jaati.

Commission jaane se pehle aksar National Consumer Helpline ko 1915 (ya 1800-11-4000) par call karna kaam aata hai. Yeh 17 bhashaon mein complaints leti hai aur unhe sambandhit companies tak pahunchaati hai, aur kai jhagde wahin khatam ho jaate hain. Agar isse baat na bane, to problem ke do saal ke andar government ke e-Jagriti portal par ya commission ke office mein complaint file ki ja sakti hai. Jab goods ya service ki value ₹5 lakh tak ho, to koi fee nahi lagti.

Citizens ke groups se bhi madad milti hai. Consumer protection councils, jinhe consumer forums bhi kehte hain, voluntary bodies hain; inhe consumer ke salaahkaar samjho. Yeh file karne ka tareeka samjhaate hain, complaints likhne mein madad karte hain aur kabhi-kabhi kisi ka case bhi ladte hain. Kai councils awareness drives chalaati hain, aksar government grants ke saath. Ek residents' welfare association bhi colony ke saare parivaaron ki taraf se complaint utha sakti hai, jaise us builder ke khilaaf jisne vaada kiya hua water supply kabhi diya hi nahi.

Commissions teen levels par kaam karte hain (Fig. 5.7). Har district ke liye ek District Commission hai, kul 685, aur states aur Union Territories ke liye 35 State Commissions hain. Sabse upar New Delhi mein National Commission hai (PIB, 29 July 2025). Yeh quasi-judicial hain: court ki tarah dono sides ko sunte hain aur binding orders dete hain, lekin aasaan procedures ke saath. Tum kis tier par jaoge, yeh is par depend karta hai ki tumne jin goods ya services ke paise diye unki value kitni hai. District Commission mein haarne wala consumer State Commission mein appeal kar sakta hai, aur phir National Commission mein.

Definition
Consumer commission

Consumer protection law ke tahat district, state ya national level par bani ek quasi-judicial body, jo consumer complaints sunti hai aur replacement, refund ya compensation jaise remedies ka order deti hai.

4/4Abhi ki limits, di gayi value ke hisaab se: ₹50 lakh tak, ₹2 crore tak, ₹2 crore se upar.

Fig. 5.7Consumer commissions ke teen tiers aur unki money limits, pehle aur ab.NCERT p. 84

Teen boxes ek ke upar ek rakhe hain: neeche District (kul 685), beech mein State (kul 35) aur upar National (New Delhi mein). Doosre step mein left ke arrows dikhate hain ki appeals District se State, State se National aur National se Supreme Court likhe ek dashed box tak upar jaati hain. Teesre step mein boxes ke paas textbook ki limits aati hain: 1 crore rupaye tak, 1 se 10 crore, aur 10 crore se upar. Chauthe step mein unki jagah December 2021 se laagu limits aa jaati hain: 50 lakh tak, 50 lakh se 2 crore, aur 2 crore se upar, saath mein note ki di gayi value ginti hai, claim ki gayi rakam nahi.

Kyunki law consumers aur unke organisations ko in bodies aur government ke saamne apni baat rakhne deta hai, isliye yeh unhe right to representation bhi deta hai: apni baat sune jaane ka right.

Example 5.2

Kaun sa commission?

Teen consumers 2026 mein complaints file karna chahte hain. (a) Sunita ne ek washing machine ke ₹28,000 diye jo chalna band ho gayi; woh repairs, nuksaan aur pareshani ke liye ₹1.5 lakh claim karti hai. (b) Rao parivaar ne ek flat ke ₹1.35 crore diye jo teen saal der se mila. (c) Mr Gill ne ek villa ke ₹2.6 crore diye jismein construction ki gambhir kharabiyan hain. 30 December 2021 se laagu limits ke hisaab se har ek ko kahan file karna chahiye? Textbook ki limits unhe kahan bhejti?

Pehle khud try karo. Phir solution ek-ek step karke kholo.

Practice · 1 question

Let's work this out: chalo hal karein (NCERT p. 84): answers ke saath

  1. Quick answerEasyNCERT Let's work this out, p. 84

    Farhan ka mixer grinder khareedne ke kuch hi samay baad kharab ho gaya. Uski complaint ke stages sahi order mein lagao.

    1. Bill aur warranty dikhata hai
    2. Helpline 1915 par call karta hai
    3. Mixer grinder khareedta hai
    4. Dukaan aur company use ignore karte hain
    5. Order se naya mixer milta hai
    6. Ek mahine mein motor jal jaati hai
    7. District Commission mein file karta hai
    Answer dekho
    Answer
    1. Mixer grinder khareedta hai
    2. Ek mahine mein motor jal jaati hai
    3. Dukaan aur company use ignore karte hain
    4. Helpline 1915 par call karta hai
    5. District Commission mein file karta hai
    6. Bill aur warranty dikhata hai
    7. Order se naya mixer milta hai
    Purchase, defect, seller se complaint, helpline se madad, case file karna, hearing mein saboot dena, aur aakhir mein order.
Quick check
4 mein se 1
December 2021 se laagu limits ke hisaab se, jis buyer ne flat ke ₹80 lakh diye, use complaint kahan karni chahiye?
Answer dekho

Answer (B) State Commission

₹80 lakh ₹50 lakh se upar aur ₹2 crore se kam hai, isliye State Commission. Textbook ki purani ₹1 crore ki limit ke hisaab se yeh District Commission mein jaata.

5.4 Well-informed consumers banna seekhna

Rights sirf unke kaam aate hain jo unhe jaante hain. Ek well-informed consumer jaanta hai ki khareedne se pehle kya check karna hai, bill aur warranty sambhaal kar rakhta hai, aur jaanta hai ki complaint kahan karni hai. Aisa buyer banna practice se seekha jaane wala skill hai, isiliye consumer education khud ek right hai.

Governments ne bhi consumers ko sikhaane ka kaam uthaya. COPRA ke baad Centre aur states, dono mein ab Departments of Consumer Affairs hain. Central department television, radio, posters aur social media par Jago Grahak Jago ('Wake up, consumer') campaign chalata hai. 2022 mein usne ek mascot joda, Jagriti, jise ek confident young consumer ki tarah banaya gaya hai. Tumhari textbook inmein se do posters dikhaati hai: ek consumer rights ko healthy environment se jodta hai, aur ek businesses ko yaad dilata hai ki woh apne customers par kitna depend karte hain.

Standard marks: ISI, Agmark, Hallmark aur +F

Sirf dekh kar tum cement ki bori ya shahad ke jar ki quality kaise parkhoge? Nahi parakh sakte, isliye tum ek standard mark par bharosa karte ho. Ek standards body quality standard likhti hai, samples test karti hai, aur producer ko apna mark tabhi tak license karti hai jab tak product pass hota rahe. Yeh standardisation (मानकीकरण) hai. Fig. 5.8 tumhari textbook ke chaar marks ke baare mein batata hai; usmein unke naam wale saade tags hain, official logos nahi.

4/4+F: nutrients mile hue staple foods, FSSAI ka logo.

Fig. 5.8Chaar standard marks aur unhe dene wali bodies (shabdon mein bataye gaye, official logos nahi).NCERT p. 85

Chaar price-tag jaisi shapes ek-ek karke aati hain, har ek ka border pattern alag hai. Pehle par likha hai ISI, factory goods, BIS se. Doosre par Agmark, farm produce, DMI se. Teesre par Hallmark, sona-chaandi, BIS se. Chauthe par +F, fortified food, FSSAI se. Tags saade labels hain, asli logos nahi.

  • ISI mark: Bureau of Indian Standards (BIS) deta hai, industrial aur gharelu goods ke liye jaise electrical appliances, cement aur gas cylinders. Naam Indian Standards Institution se aaya hai, jo 1987 mein BIS ban gaya.
  • Agmark: farm produce jaise shahad, ghee, masaale, daalein aur khaane ke tel ke liye grade mark, jo Ministry of Agriculture ka Directorate of Marketing and Inspection (DMI) deta hai.
  • Hallmark: BIS ke zariye sone aur chaandi ki cheezon ki purity certify karta hai. 1 July 2021 se hallmarked gold par teen marks hote hain: BIS mark, purity (jaise 22K916) aur HUID naam ka chhe character ka code, jise tum BIS CARE app par verify kar sakte ho.
  • +F: fortified food ke liye Food Safety and Standards Authority of India (FSSAI) ka logo: chaawal, aata, namak, doodh aur khaane ka tel jaise staples jinmein iron, iodine ya vitamins A aur D jaise nutrients mile hon.
Definition
Standardisation

Kisi product ke liye quality standards tay karna, use un standards par test karna aur jo producers un par khare utrein unhe certification mark use karne dena.

ExampleBIS standard mark wali cement ki ek bori.

Kya har product is tarah test hota hai? Nahi. Zyadatar goods ke liye banane wala khud chun sakta hai ki mark ke liye apply kare ya nahi. Apvaad woh goods hain jinke fail hone se logon ko nuksaan ho sakta hai, ya jinhe lagbhag har ghar khareedta hai; inke liye government certification par zor deti hai. Cement, LPG cylinders, bottled drinking water aur food colours us compulsory list mein hain, aur sone ke gehnon ki hallmarking June 2021 se dheere-dheere stages mein compulsory hui.

Tum kisi company ki website par 'ISO 9001 certified' bhi dekh sakte ho. ISO, yaani Geneva ki International Organization for Standardization, international standards likhti hai. Independent certification bodies check karti hain ki company unhe follow karti hai ya nahi aur certificate deti hain. ISO certificate is baare mein hai ki firm kaise manage hoti hai; yeh har product ka test nahi hai.

InteractiveKaun sa right? Kaun sa commission? Kaun sa mark?

Teen tabs wali ek sorting activity. Pehle tab mein tum ek case card uthate ho, jaise scooter ke brakes jo ek hafte mein fail ho jaate hain ya grocer jo sugar sirf chai ke saath bechta hai, aur use chhe trays mein se ek mein rakhte ho: safety, information, choice, redressal, representation aur education (12 cards). Doosra tab saat complaints ko di gayi value ke hisaab se District, State ya National Commission mein sort karta hai, December 2021 se laagu limits use karke. Teesra tab das products, jaise sone ki chain, shahad aur fortified rice, ko ISI, Agmark, Hallmark ya +F ke neeche sort karta hai. Check har card ko ek line ke reason ke saath sahi ya galat mark karta hai, aur Show answers har card sort kar deta hai.

Fig. 5.9Asli zindagi ke cases ko unse jude right ke hisaab se, complaints ko unhe sunne wale commission ke hisaab se, aur products ko dekhne layak mark ke hisaab se sort karo.
Practice · 6 questions

Let's work these out: chalo hal karein (NCERT p. 86): answers ke saath

  1. ActivityEasyNCERT Let's work these out, p. 86, Q1

    Ek product chuno, jaise bicycle helmet, doodh ka packet ya pressure-tested gas pipe. Ek poster design karo jo buyers ko batata ho ki use khareedne se pehle kya check karna hai.

    Solution dikhao

    Helmet poster ka ek model plan: ek bold title ('Tumhara sir standard ka haqdaar hai'), teen checks (ISI mark aur IS number, sahi fit aur kaam karta chin strap, label par MRP aur banane wale ki details), ek warning ('BIS mark ke bina helmet kabhi mat khareedo') aur complaint kahan karein (helpline 1915). Badi picture, kam shabd aur high-contrast lettering use karo.

  2. ActivityEasyNCERT Let's work these out, p. 86, Q2

    Pata karo ki tumhare area ka District Commission kahan hai, aur wahan online complaint kaise file ki ja sakti hai.

    Solution dikhao

    Answers tumhare district par depend karenge. Har district mein ek District Consumer Disputes Redressal Commission hota hai, aam taur par district headquarters par. Complaints e-Jagriti portal (jisne e-Daakhil ki jagah li) par online ya commission ke office mein khud jaakar file ki ja sakti hain; hearings video se ho sakti hain.

  3. Short answerMediumNCERT Let's work these out, p. 86, Q3

    Rakesh kehta hai ki consumer protection council aur consumer commission ek hi cheez hain. Samjhao ki woh galat kyun hai.

    Solution dikhao
    • Consumer protection council citizens ka ek voluntary organisation hai. Yeh awareness phailata hai, consumers ko salaah deta hai aur unki taraf se baat rakh sakta hai, lekin orders nahi de sakta.
    • Consumer commission law ke tahat district, state ya national level par bani ek quasi-judicial body hai. Yeh dono sides ko sunti hai aur replacement, refund ya compensation ke binding orders deti hai.
  4. Quick answerEasyNCERT Let's work these out, p. 86, Q4

    Har case mein kaun sa consumer right juda hai?

    1. Nayi bicycle ke brakes pehli dhalaan par hi fail ho jaate hain.

      Answer dekho

      Answer (A) Right to safety

      Jaan ko khatre mein daalne wale product se right to safety juda hai.

    2. Ek housing society residents ko sirf gate ke andar ek dairy ke booth se hi doodh khareedne deti hai.

      Answer dekho

      Answer (C) Right to choose

      Residents apna supplier nahi chun sakte: right to choose.

    3. Ek chemist Ravi ko tablets ki khuli strip ki expiry date batane se mana kar deta hai.

      Answer dekho

      Answer (B) Right to information

      Dates aur details right to information ka hissa hain.

    4. Courier company ki mahinon ki chuppi ke baad Asha District Commission mein complaint file karti hai.

      Answer dekho

      Answer (D) Right to seek redressal

      Remedy ke liye commission jaana right to seek redressal hai.
  5. Short answerMediumNCERT Let's work these out, p. 86, Q5

    Standard marks quality ki guarantee ke liye hote hain. To phir ek aam market stall itne saare goods bina kisi ISI ya Agmark mark ke kyun bechta hai?

    Solution dikhao
    • Zyadatar products ke liye certification voluntary hai; yeh sirf kuch goods ke liye compulsory hai jo health aur safety par asar daalte hain ya bahut zyada use hote hain.
    • Testing aur licence fees aur standards poore karne ka kharch kai chhote producers ko peeche hata deta hai.
    • Kai buyers mark maangte hi nahi, isliye sellers par koi dabaav nahi hota.
    • Kuch goods khule ya local level par bikte hain jahan checking kamzor hai, aur nakli marks bhi hote hain.
  6. Short answerEasyNCERT Let's work these out, p. 86, Q6

    Ek jeweller ki dukaan par 'BIS Hallmark' likha hai aur ek factory ke gate par 'ISO 9001 certified'. Har claim ke peeche kaun se organisations hain?

    Solution dikhao

    Hallmark: Bureau of Indian Standards (BIS), BIS-recognised assaying aur hallmarking centres ke zariye. ISO: Geneva ki International Organization for Standardization standards likhti hai; independent certification bodies (India mein, Quality Council of India ke board se accredited bodies) companies ka audit karti hain aur certificates deti hain.

Quick check
4 mein se 1
Shahad ke jar par tum kaun sa mark dhoondhoge?
Answer dekho

Answer (D) Agmark

Agmark shahad jaisi agricultural produce ko grade karta hai. ISI industrial goods ke liye hai.

5.5 Consumer movement ko aage le jaana

Har saal 24 December ko India National Consumers' Day manata hai. Yeh date 1986 ke us din ki yaad dilati hai jab Consumer Protection Act ko President ki manzoori mili. (Duniya 15 March ko World Consumer Rights Day manati hai.) India un deshon ke group mein bhi hai jahan sirf consumer disputes ke liye alag bodies bani hain.

Movement badha hai. Tumhari textbook ke hisaab se 2,000 se zyada consumer groups hain, lekin inmein se sirf 50 se 60 ke paas mazboot organisation aur maana hua record hai. Consumers ab phone, app ya website se complaint kar sakte hain, aur commissions har saal ek lakh se kaafi zyada cases decide karte hain (Table 5.2).

3/32022 aur 2023 mein jitne cases file hue usse zyada band hue, isliye backlog ghata.

Fig. 5.10States aur UTs ke consumer commissions mein file aur dispose kiye gaye cases (Lok Sabha reply, 26 March 2025). Neeche ki table exact numbers deti hai.

Ek bar chart jismein neeche 2020 se 2024 tak ke saal hain aur side mein lakh cases, 0 se 2.0 tak. Pehle step mein sirf file hue cases ke solid blue bars dikhte hain, jo 2020 mein lagbhag 1.2 lakh se badh kar 2022 mein lagbhag 1.7 lakh hote hain aur phir thoda ghat kar lagbhag 1.6 lakh. Doosre step mein unke paas dispose hue cases ke hatched green bars aate hain: 2020 mein lagbhag 0.6 lakh, 2021 mein 1.0 lakh, 2022 aur 2023 dono mein lagbhag 1.8 lakh, aur 2024 mein 1.6 lakh. Teesre step mein ek dashed box 2022 aur 2023 ko mark karta hai, jab disposals filings se zyada the, aur us par backlog kam likha hai, aur 2020 par lockdowns likha hai.

Table 5.2Saare states aur Union Territories ke commissions mein file aur dispose kiye gaye consumer cases, 2020–2024 (Department of Consumer Affairs, Lok Sabha reply, 26 March 2025)
SaalFile hue casesDispose hue casesHar 100 filed par disposed
20201,17,68057,85449
20211,46,6031,00,17068
20221,71,7061,79,814105
20231,67,2781,81,190108
20241,61,2421,57,93698

Phir bhi insaaf tak pahunchna ab bhi mushkil hai. Socho, ek buyer ko local dukaan par ₹200 ka dhokha mila. Shayad uske paas sale prove karne ke liye bill hi nahi hai. Case ka matlab hoga forms, hearings aur kaam se chhuttiyan, shayad lawyer ki fees bhi, aur mahinon ka intezaar. Zyadatar log sochte hain ki yeh iske layak nahi, aur sellers yeh jaante hain. Unorganised workers ke labour laws aur markets ko chalane wale rules bhi aksar theek se laagu nahi hote.

2019 ke Act ne kya badla

Consumer Protection Act, 2019 ne inmein se kuch problems ko suljhaane ki koshish ki. Iske main changes neeche ke comparison mein diye gaye hain.

Compare

Consumer protection law: 1986 aur 2019

COPRA 1986

  • Dukaanon aur offline sales ke liye likha gaya
  • Complaint wahan file hoti jahan seller kaam karta tha ya deal hui thi
  • District Forums, State aur National Commissions
  • Gumraah karne wale adverts ke liye koi regulator nahi
  • Product liability par koi alag chapter nahi

Consumer Protection Act, 2019

  • Online shopping, teleshopping aur direct selling ko cover karta hai
  • Jahan rehte ya kaam karte ho wahan file karo, online bhi; video hearings
  • District, State aur National Commissions
  • CCPA recall ka order de sakti hai aur gumraah karne wale adverts par penalty laga sakti hai
  • Nuksaan ke liye makers, sellers aur service providers zimmedaar
  • Jhagde sahmati se suljhaane ke liye mediation

Act ne Central Consumer Protection Authority (CCPA) bhi banayi, jo 24 July 2020 se kaam kar rahi hai. Commissions alag-alag jhagde suljhaate hain; CCPA saare consumers ki taraf se kaam karti hai. Yeh khud se jaanch kar sakti hai, unsafe goods ko recall karne ka order de sakti hai aur unfair trade practices rok sakti hai. Yeh jhoothe ya gumraah karne wale advertisement ke maker ya endorser par ₹10 lakh tak, aur dobara galti par ₹50 lakh tak ka jurmana laga sakti hai. Yeh kisi endorser ko ek saal tak, ya dobara galti par teen saal tak, koi bhi product endorse karne se rok bhi sakti hai.

Mediation (मध्यस्थता) mein, agar dono sides maan jaayein, to commission se juda ek neutral mediator unhe guide karta hai aur woh khud apna settlement tak pahunchte hain. Is tarah hue settlement ke khilaaf appeal nahi ho sakti. Product liability ka matlab hai ki kharab product ya kami wali service se nuksaan uthaane wale consumer ko maker, seller ya service provider ko compensation dena hoga, chahe purchase dukaan se hui ho ya online. Online sellers ko Consumer Protection (E-Commerce) Rules, 2020 bhi follow karne hote hain.

Laws aur portals apne aap kaam nahi kar sakte. 1986 se awareness badhi hai, phir bhi kai buyers abhi bhi nahi jaante ki complaint kahan karein. Aakhir mein movement utna hi mazboot hai jitne uske buyers: aise log jo bill maangte hain, labels padhte hain, dhokhe ki report karte hain aur ek doosre ka saath dete hain.

Quick check
4 mein se 1
India mein National Consumers' Day kab manaya jaata hai?
Answer dekho

Answer (C) 24 December

24 December 1986 ke Act ki yaad dilata hai. 15 March World Consumer Rights Day hai.
Flash cards · 8

Zaroori terms

1 / 8
Recap

Summary aur key points

  1. Hum sab consumers hain. Akele buyers bade, organised sellers ke saamne kamzor hote hain, aur short weight, hidden charges, adulteration aur false claims jaisi unfair trade practices ka nuksaan uthaate hain (Section 5.1).
  2. 1960s se India mein organised consumer movement ne zimmedaari 'buyer beware' se hata kar seller par daali aur 1986 mein COPRA tak pahuncha (Section 5.2).
  3. Consumers ke chhe rights hain: safety, information, choice, representation, redressal aur consumer education (Section 5.3).
  4. Labels par maker, quantity, dates aur MRP dikhna zaroori hai; koi bhi MRP se zyada nahi le sakta. RTI Act (2005) right to information ko government offices tak le jaata hai (Information).
  5. Tie-in sales aur use na hui services ka refund na dena right to choose chheente hain (Choice).
  6. Consumers District, State aur National Commissions mein redressal maangte hain, lawyer ke saath ya bina, online ya khud jaakar; appeals upar jaati hain (Redressal).
  7. Textbook limits: ₹1 crore tak, ₹1–10 crore, ₹10 crore se upar. 30 December 2021 se: ₹50 lakh tak, ₹2 crore tak, ₹2 crore se upar, di gayi value ke hisaab se (Fig. 5.7).
  8. Consumer protection councils aur residents' associations consumers ko guide karte hain aur unki taraf se baat rakhte hain (Redressal).
  9. Standard marks (ISI, Agmark, Hallmark, +F) quality ka bharosa dete hain; certification sirf kuch goods ke liye compulsory hai (Standard marks).
  10. 24 December National Consumers' Day hai. Redressal ab bhi dheema aur mehenga hai, aur awareness dheere-dheere phailti hai (Section 5.5).
  11. Consumer Protection Act, 2019 ne COPRA ki jagah li: yeh e-commerce cover karta hai, aur product liability, mediation aur CCPA jodta hai (2019 ka Act).
Practice · 20 questions

Practice questions answers ke saath (NCERT “Exercises”)

  1. Long answerMediumNCERT Exercises Q1

    Ek town ki sabzi mandi mein na koi inspector hai, na taraazuon ki checking, na complaint desk. Teen examples ke saath samjhao ki wahan buyers ko rules aur unhe laagu karne wale ki zaroorat kyun hai.

    Solution dikhao

    Buyers bahut saare, chhote aur unorganised hain, jabki taraazu, prices aur information sellers ke haath mein hain. Rules ke bina taakatwar side buyer ke nuksaan par faayda uthati hai.

    • Weights: stamp lage, check kiye taraazuon ke bina sabzi wala har kilo ki jagah 900 g de sakta hai. Legal metrology rules aur inspections ise rokte hain.
    • Food quality: food-safety checks ke bina baasi ya chemicals se pakaye phal aur rangi hui sabziyan biki ja sakti hain. Inspectors aur testing health ko protect karte hain.
    • Prices aur information: likhe hue rates aur bills ke bina sellers alag-alag buyers se alag-alag paise le sakte hain aur baad mein kisi bhi sale se mukar sakte hain. Price display aur bills saboot dete hain.

    Sirf rules kaafi nahi: officials ko unhe laagu karna hoga aur buyers ko complaints aur consumer groups ke zariye unka use karna hoga.

  2. Long answerMediumNCERT Exercises Q2

    1960s ki kin problems ne Indian consumers ko organise hone par majboor kiya? Batao ki tab se aaj tak unka movement kaise aage badha.

    Solution dikhao
    • Shuruaat (1960s): khaane ki kami, hoarding, black-marketing aur khaane aur tel mein milawat; buyers ke paas ladne ka koi legal raasta nahi.
    • Shuruaati kaam (1970s tak): articles, exhibitions aur awareness drives; ration shops aur public transport par nazar rakhna.
    • Badhat: bahut zyada consumer groups; firms aur government par dabaav; 1985 ki UN Guidelines ne international samarthan diya.
    • COPRA 1986: consumer disputes suljhaane ke liye special District, State aur National bodies; Departments of Consumer Affairs.
    • Haal ke saal: RTI Act (2005); online shopping, product liability aur mediation ko cover karne wala Consumer Protection Act, 2019; CCPA (2020); helpline 1915 aur online filing.
  3. Short answerEasyNCERT Exercises Q3

    Roz ki do situations batao jo dikhati hain ki alert consumer banna faayde ka sauda kyun hai.

    Solution dikhao

    Alert consumer nuksaan se bachta hai aur remedy claim kar sakta hai. Example 1: jo buyer use-by date check karta hai, woh baasi doodh ke packet ke paise dene aur beemar padne se bach jaata hai. Example 2: jo buyer television ka bill aur warranty sambhaal kar rakhta hai, woh use free mein repair karwa sakta hai, ya dealer mana kare to case jeet sakta hai; bill ke bina koi saboot nahi.

  4. Short answerEasyNCERT Exercises Q4

    Consumers ko dhokha dena itna aasaan kyun hai? Chaar reasons do.

    Solution dikhao
    • Kam information: buyers chhupi quality parakh nahi sakte.
    • Unequal power: bade sellers, chhote aur bikhre hue buyers.
    • Kam supply ya competition: gaon mein ek hi cable operator ya ek hi dukaan.
    • Kam awareness aur literacy, aur complaint karne ka kharch aur der.
    • Jhoothi advertising aur bills ka na hona.
  5. Short answerMediumNCERT Exercises Q5

    Aam courts to pehle se the. Phir bhi India ko 1986 mein alag consumer protection law ki zaroorat kyun padi?

    Solution dikhao

    Aam courts dheeme, mehenge aur formal the, isliye kuch sau rupaye ka dhokha khaya buyer kabhi court nahi jaata. Sellers yeh jaante the aur buyers ka khul kar faayda utha sakte the. COPRA ne district, state aur national level par special, aasaan bodies banayi jahan consumers saste mein, bina lawyer ke complaint kar sakte the aur replacement, refund ya compensation pa sakte the. Isne consumers ke rights ko law mein likha aur consumer movement ke saalon ke dabaav ka jawaab diya.

  6. Short answerEasyNCERT Exercises Q6

    Tum school shoes aur juice ka ek carton khareedne naye shopping mall jaate ho. Paanch duties batao jo tumhe consumer ke roop mein yaad rakhni chahiye.

    Solution dikhao
    • Chunne se pehle prices aur quality compare karo; chamakdaar offers ke jhaanse mein mat aao.
    • Label check karo: MRP, size, banane wala, aur juice par use-by date.
    • Jahan laagu ho, wahan standard mark dekho.
    • Bill maango, aur use kisi bhi warranty ke saath sambhaal kar rakho.
    • Agar kuch galat ho, to likh kar shaanti se complaint karo, aur zaroorat pade to helpline ya commission ka use karo.
  7. Short answerEasyNCERT Exercises Q7

    Tum sarson ke tel ki ek bottle aur sone ki ek angoothi khareed rahe ho.

    1. Sarson ke tel par tumhe kaun sa mark dhoondhna chahiye?

      Answer dekho

      Answer (B) Agmark

      Khaane ke tel grade ki gayi farm produce hain, isliye Agmark.

    2. Sone ki angoothi par tumhe kaun sa mark dhoondhna chahiye?

      Answer dekho

      Answer (C) Hallmark

      BIS Hallmarking sone ki purity certify karti hai.

    3. In marks ko check karna kyun zaroori hai?

      Solution dikhao

      Na tel ki purity aur na sone ka carat aankh se parkha ja sakta hai. Mark dikhata hai ki ek independent body ne product ko standard par test kiya hai, aur agar woh fail ho to tumhare paas complaint ka aadhaar hota hai. Tel par FSSAI licence number aur angoothi par HUID code bhi check karo.

  8. Long answerMediumNCERT Exercises Q8

    India ne consumers ko protect karne ke liye kaun se laws aur public bodies banaye hain? Unhe short mein batao.

    Solution dikhao
    • COPRA 1986: law mein consumer rights; three-tier redressal bodies.
    • Consumer Protection Act, 2019: COPRA ki jagah li; e-commerce cover karta hai; product liability; mediation; jahan rehte ho wahan aur online filing; unsafe goods recall karne aur gumraah karne wale adverts par penalty lagane ke liye CCPA.
    • RTI Act, 2005: government offices se information.
    • Standards: BIS (ISI mark, hallmarking), Agmark, food safety aur labels par FSSAI ke rules; kuch goods ke liye compulsory certification.
    • Legal Metrology Act, 2009: sahi weights aur poore labels, MRP se upar koi sale nahi.
    • Support: Departments of Consumer Affairs, National Consumer Helpline (1915), e-Jagriti portal, ₹5 lakh tak koi fee nahi, aur Jago Grahak Jago campaign.
  9. Long answerMediumNCERT Exercises Q9

    Chhe consumer rights mein se har ek ko do sentences mein samjhao, apne example ke saath.

    Solution dikhao
    • Safety: jaan ya property ke liye khatarnaak goods aur services se protection. Helmet ko safety standard poora karna chahiye.
    • Information: quality, quantity, price aur dates ki poori aur sachchi details. Packet par uska MRP aur use-by date dikhna chahiye.
    • Choice: fair prices par kai goods mein se chunne ki azaadi. Grocer tumhe sugar ke saath chai khareedne par majboor nahi kar sakta.
    • Redressal: unfair practice ya nuksaan ke liye remedy ka right. Commission cancel hui flight ka refund dene ka order de sakta hai.
    • Representation: apni baat sune jaane ka right. Consumer groups cases rakh sakte hain aur government committees mein baith sakte hain.
    • Consumer education: apne rights jaanne ka right. Campaigns aur school ke consumer clubs buyers ko sikhaate hain ki kya check karna hai.
  10. Short answerEasyNCERT Exercises Q10

    Consumers akele ki jagah milkar kin tareekon se kaam kar sakte hain?

    Solution dikhao
    • Consumer groups aur consumer protection councils banao ya unse judo.
    • Residents' welfare associations ke zariye kaam karo.
    • Jab bahut logon ki ek hi shikayat ho, to joint complaint (class action) file karo.
    • Awareness drives, petitions aur imaandaar public reviews chalao; dhokha dene wale seller se milkar door raho.
    • School ya college mein consumer club shuru karo.
  11. Long answerHardNCERT Exercises Q11

    India mein consumer movement kitna safal hua hai? Uski achievements ko uski kamzoriyon ke saamne tolo.

    Solution dikhao

    Achievements: mazboot laws (COPRA 1986, 2019 ka Act, RTI); commissions ka three-tier system, ab 685 District Commissions ke saath; hazaaron consumer groups; national helpline aur online filing; CCPA; standard marks aur risky goods ke liye compulsory certification. 2022 aur 2023 mein states ke commissions ne jitne cases file hue usse zyada dispose kiye (Table 5.2).

    Kamiyan: sirf kuch darjan groups hi achhe se organised hain; redressal ab bhi dheema aur mehenga hai; kai buyers ko bill nahi milta; awareness kam hai, khaas kar gaon mein; rules ka enforcement kamzor hai; fake reviews aur online tricks nayi problems hain.

    Nishkarsh: movement ne achhe institutions banaye hain, lekin yeh tabhi safal hoga jab consumers unka active use karein.

  12. Short answerEasyNCERT Exercises Q12

    List A ke har item ko List B ke ek item se match karo. List A: (i) use-by date check karna, (ii) Agmark, (iii) aag pakadne wala charger, (iv) District Commission, (v) +F logo, (vi) Consumers International. List B: (a) mile hue nutrients, (b) right to safety, (c) consumer groups ki global body, (d) right to information, (e) consumer cases decide karta hai, (f) grade ki gayi farm produce.

    Solution dikhao

    Answer(i) d, (ii) f, (iii) b, (iv) e, (v) a, (vi) c.

    • (i) → (d): label par dates right to information ka hissa hain.
    • (ii) → (f): Agmark tel, anaaj aur shahad jaisi farm produce ko grade karta hai.
    • (iii) → (b): jo product user ko jala de ya shock de, woh right to safety todta hai.
    • (iv) → (e): District Commission consumer complaints sunta aur decide karta hai.
    • (v) → (a): +F fortified food ko mark karta hai, jismein nutrients mile hote hain.
    • (vi) → (c): Consumers International duniya bhar ke consumer groups ko jodta hai.
  13. Quick answerEasyNCERT Exercises Q13

    Batao ki har statement true hai ya false.

    1. Consumer law sirf goods ke buyers ko nahi, balki services ke paise dene walon ko bhi protect karta hai, jaise banking ya hospital.

      Answer dekho

      Answer Sahi

      Law goods aur services dono ko cover karta hai.

    2. Har consumer complaint, uski value chahe jo ho, District Commission se hi shuru honi chahiye.

      Answer dekho

      Answer Galat

      Tier di gayi value par depend karta hai; bade claims seedhe State ya National Commission mein jaate hain.

    3. Consumer commission jaana sirf tab samajhdaari hai jab nuksaan bahut bada ho.

      Answer dekho

      Answer Galat

      Chhote claims ka bhi swagat hai; ₹5 lakh tak to koi fee bhi nahi lagti.

    4. India mein aisi special bodies hain jinka ek hi kaam consumer disputes suljhaana hai.

      Answer dekho

      Answer Sahi

      Consumer commissions sirf consumer disputes ke liye hi hain.
  14. Quick answerEasyNCERT Exercises Q13

    Batao ki har statement true hai ya false.

    1. Hallmarking sone aur chaandi ki cheezon ki purity certify karti hai.

      Answer dekho

      Answer Sahi

      BIS sone aur chaandi ki hallmarking karta hai.

    2. Consumer commission mein redressal paana hamesha jaldi aur aasaan hota hai.

      Answer dekho

      Answer Galat

      Cases dheeme ho sakte hain aur unmein samay, saboot aur kabhi-kabhi lawyer chahiye hota hai.

    3. Consumer ko milne wala compensation is par depend karta hai ki kitna nuksaan hua.

      Answer dekho

      Answer Sahi

      Compensation nuksaan ya chot ki matra ke hisaab se tay hota hai.
  15. Quick answerMedium

    Assertion (A): December 2021 se laagu limits ke hisaab se, jis buyer ne flat ke ₹30 lakh diye aur ₹1 crore compensation claim karta hai, use District Commission mein file karna chahiye. Reason (R): Tier goods ya services ki di gayi value par depend karta hai, claim kiye gaye compensation par nahi.

    Answer dekho

    Answer (A) A aur R dono true hain, aur R, A ki sahi explanation hai

    ₹30 lakh District Commission ki ₹50 lakh ki limit ke andar hai, aur aisa theek isliye hai kyunki tier di gayi value decide karti hai, claim nahi.
  16. Quick answerMedium

    Assertion (A): India mein organised consumer movement 1960s mein shuru hua. Reason (R): Parliament ne 1986 mein Consumer Protection Act paas kiya.

    Answer dekho

    Answer (B) A aur R dono true hain, lekin R, A ki sahi explanation nahi hai

    Dono true hain, lekin 1986 ka law 1960s mein shuru hue movement ko explain nahi kar sakta; movement kami, hoarding aur adulteration se paida hua.
  17. Short answerMedium

    Passage padho aur sawaalon ke jawaab do. Meera ne ek shopping app se ₹1,450 ki electric kettle order ki. Woh tooti hui base ke saath aayi. App ke chat assistant ne return se mana kar diya, yeh keh kar ki appliances return nahi hote, jabki paise dene se pehle aisi koi shart nahi dikhayi gayi thi. Meera ne National Consumer Helpline ko call kiya, lekin seller ne phir bhi jawaab nahi diya.

    1. Do consumer rights batao jo toote.

      Solution dikhao

      Right to information (no-return ki shart payment ke baad tak chhupi rahi) aur right to seek redressal (use remedy dene se mana kiya gaya). Safety bhi khatre mein hai, kyunki tooti hui electric kettle khatarnaak hai.

    2. Online khareedne ke baad bhi kaun sa law use protect karta hai?

      Answer dekho

      Answer (B) Consumer Protection Act, 2019

      2019 ka Act aur uske E-Commerce Rules, 2020 online purchases ko cover karte hain.

    3. Woh kahan file kar sakti hai, aur kya use fee deni hogi?

      Solution dikhao

      Jahan woh rehti hai wahan ke District Commission mein, e-Jagriti se online ya khud jaakar. Koi fee nahi, kyunki ₹1,450 ₹5 lakh se bahut kam hai.

  18. NumericalHard

    Jawaab dene ke liye Table 5.2 use karo.

    1. 2020 mein har 100 file hue cases par disposals nikaalo, ek decimal place tak.

      Answer dekho

      Answer 49.2

      57,854 ÷ 1,17,680 × 100 = 49.2.

    2. Kin saalon mein commissions ne jitne cases file hue usse zyada dispose kiye? Isse backlog par kya asar padta hai?

      Solution dikhao

      2022 (1,71,706 ke saamne 1,79,814) aur 2023 (1,67,278 ke saamne 1,81,190) mein. Un saalon mein pending cases ki sankhya ghati, kyunki jitne naye cases aaye usse zyada purane cases band hue.

    3. 2020–2024 ko milakar dekhen to dispose hue cases se kitne zyada cases file hue?

      Answer dekho

      Answer 87545

      File hue: 7,64,509. Dispose hue: 6,76,964. Antar: paanch saal mein backlog mein 87,545 cases jude.

    4. 2020 ke kam figure ka ek reason suggest karo.

      Solution dikhao

      2020 COVID-19 lockdowns ka saal tha, jab kai offices aadha-adhoora kaam kar rahe the aur hearings taal di gayi thi. Online filing aur video hearings bhi tab shuru hi ho rahi thi.

  19. Long answerMediumNCERT Additional projects/activities Q2

    Tumhare chacha ne ek saal ki warranty wala refrigerator khareeda. Chaar mahine baad usne cooling band kar di. Dealer ne do baar mechanic bheja, lekin fault phir aa gaya, aur ab dealer call ka jawaab nahi deta. Apne chacha ki taraf se District Consumer Disputes Redressal Commission ko ek letter likho.

    Solution dikhao

    Ek model outline:

    • To (kisko): The President, District Consumer Disputes Redressal Commission, (district).
    • From (kisse): complainant ka naam, address, phone aur email; date.
    • Subject (vishay): Warranty wale kharab refrigerator ke liye (dealer aur company) ke khilaaf complaint.
    • Facts: (date) ko ₹(amount) mein khareeda, bill no. (…), ek saal ki warranty; chaar mahine baad cooling band; (dates) ko complaints; mechanic do baar aaya; (date) se koi jawaab nahi.
    • Relief sought (kya maanga hai): replacement ya poora refund, kharab hue khaane aur pareshani ke liye compensation, aur complaint ka kharch.
    • Enclosures (saath lage documents): bill, warranty card, complaint numbers aur messages ki copies.
    • Complainant ke signature.

    Tone vinamra aur facts par tika rakho, aur har date aur rakam likho.

  20. Quick answerEasy

    India har saal December ko National Consumers' Day manata hai.

    Answer dekho

    Answer 24

    24 December, woh din jab 1986 mein COPRA ko President ki manzoori mili.

Apna NCERT exercise question dhoondo

Hamare practice questions ncert.ai ke liye likhe gaye hain aur NCERT exercises ko follow karte hain. Apni textbook ke question se match karne wala question dhoondo; uska answer uske saath hai.

Tumhari NCERT textbook meinYahan practice question
NCERT Let's work these out, p. 77, Q1Let's work these out: chalo hal karein (NCERT p. 77) · Q1
NCERT Let's work these out, p. 77, Q2Let's work these out: chalo hal karein (NCERT p. 77) · Q2
NCERT Let's work these out, p. 77, Q3Let's work these out: chalo hal karein (NCERT p. 77) · Q3
NCERT Let's work these out, p. 78, Q1Let's work these out: chalo hal karein (NCERT p. 78) · Q1
NCERT Let's work these out, p. 78, Q2Let's work these out: chalo hal karein (NCERT p. 78) · Q2
NCERT Let's work these out, p. 79, Q1Let's work these out: chalo hal karein (NCERT p. 79) · Q1
NCERT Let's work these out, p. 79, Q2Let's work these out: chalo hal karein (NCERT p. 79) · Q2
NCERT Let's work these out, p. 81, Q1Let's work these out: chalo hal karein (NCERT p. 81) · Q1
NCERT Let's work these out, p. 81, Q2Let's work these out: chalo hal karein (NCERT p. 81) · Q2
NCERT Let's work these out, p. 81, Q3Let's work these out: chalo hal karein (NCERT p. 81) · Q3
NCERT Let's work this out, p. 82Let's work this out: chalo hal karein (NCERT p. 82) · Q1
NCERT Let's work this out, p. 84Let's work this out: chalo hal karein (NCERT p. 84) · Q1
NCERT Let's work these out, p. 86, Q1Let's work these out: chalo hal karein (NCERT p. 86) · Q1
NCERT Let's work these out, p. 86, Q2Let's work these out: chalo hal karein (NCERT p. 86) · Q2
NCERT Let's work these out, p. 86, Q3Let's work these out: chalo hal karein (NCERT p. 86) · Q3
NCERT Let's work these out, p. 86, Q4Let's work these out: chalo hal karein (NCERT p. 86) · Q4
NCERT Let's work these out, p. 86, Q5Let's work these out: chalo hal karein (NCERT p. 86) · Q5
NCERT Let's work these out, p. 86, Q6Let's work these out: chalo hal karein (NCERT p. 86) · Q6
NCERT Exercises Q1Exercises · Q1
NCERT Exercises Q2Exercises · Q2
NCERT Exercises Q3Exercises · Q3
NCERT Exercises Q4Exercises · Q4
NCERT Exercises Q5Exercises · Q5
NCERT Exercises Q6Exercises · Q6
NCERT Exercises Q7Exercises · Q7
NCERT Exercises Q8Exercises · Q8
NCERT Exercises Q9Exercises · Q9
NCERT Exercises Q10Exercises · Q10
NCERT Exercises Q11Exercises · Q11
NCERT Exercises Q12Exercises · Q12
NCERT Exercises Q13Exercises · Q13
NCERT Exercises Q13Exercises · Q14
NCERT Additional projects/activities Q2Exercises · Q19

Quick check: MCQs

  1. 5.1 Market mein consumer4 questions
  2. 5.2 Consumer movement3 questions
  3. Jab choice chheen li jaaye4 questions
  4. Consumers ko insaaf ke liye kahan jaana chahiye?4 questions
  5. Standard marks: ISI, Agmark, Hallmark aur +F4 questions
  6. 2019 ke Act ne kya badla4 questions
Glossary · 13

Key terms (English + Hindi)

adulterationमिलावटmilavat
Kisi product mein, khaas kar khaane mein, sasti ya nuksaandeh cheez milana.Chapter mein pehli baar yahan aaya →
CCPAकेंद्रीय उपभोक्ता संरक्षण प्राधिकरणkendriya upbhokta sanrakshan pradhikaran
Central Consumer Protection Authority (2020): ek regulator jo saare consumers ki taraf se kaam karta hai.Chapter mein pehli baar yahan aaya →
consumerउपभोक्ताupbhokta
Aisa vyakti jo goods khareedta hai ya services ke paise deta hai apne use ke liye, dobara bechne ya business ke liye nahi.Chapter mein pehli baar yahan aaya →
consumer commissionउपभोक्ता विवाद निवारण आयोगupbhokta vivad nivaran aayog
District, state ya national level ki quasi-judicial body jo consumer complaints decide karti hai.
consumer movementउपभोक्ता आंदोलनupbhokta andolan
Buyers ko protect karne aur sellers ko jawaabdeh banane ki consumers ki organised koshish.Chapter mein pehli baar yahan aaya →
consumer protection councilउपभोक्ता संरक्षण परिषदupbhokta sanrakshan parishad
Ek voluntary organisation jo consumers ko guide karta hai, awareness phailata hai aur unki taraf se baat rakh sakta hai.Chapter mein pehli baar yahan aaya →
COPRAउपभोक्ता संरक्षण अधिनियमupbhokta sanrakshan adhiniyam
Consumer Protection Act, 1986, jiski jagah Consumer Protection Act, 2019 aaya.Chapter mein pehli baar yahan aaya →
mediationमध्यस्थताmadhyasthata
Mediator naam ke ek neutral vyakti ki madad se jhagde ko sahmati se suljhaana.Chapter mein pehli baar yahan aaya →
MRPअधिकतम खुदरा मूल्यadhiktam khudra mulya
Maximum retail price: saare taxes milakar woh sabse oonchi price jis par packed item becha ja sakta hai.Chapter mein pehli baar yahan aaya →
product liabilityउत्पाद दायित्वutpad dayitva
Defect se hue nuksaan ka compensation dene ki maker, seller ya service provider ki duty.Chapter mein pehli baar yahan aaya →
redressalनिवारणnivaran
Consumer ke saath hue galat ka remedy, jaise repair, replacement, refund ya compensation.Chapter mein pehli baar yahan aaya →
standardisationमानकीकरणmanakikaran
Quality standards tay karna, products ko un par test karna aur mark se certify karna.Chapter mein pehli baar yahan aaya →
unfair trade practiceअनुचित व्यापार व्यवहारanuchit vyapar vyavahar
Bechne ka beimaan tareeka, jaise short weight, hidden charges, jhoothe ads ya kharab goods.Chapter mein pehli baar yahan aaya →

Tum chapter ke end tak pahunch gaye

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