NCERT Solutions Class 12 Business Studies Chapter 12

NCERT Solutions Class 12 Business Studies Chapter 12- Consumer Protection

Extramarks’ NCERT solutions Class 12 Business Studies Chapter 12 covers all aspects of Consumer Protection principles and theory. Extramarks subject matter experts have created the NCERT solutions Class 12 Business Studies Chapter 12  in simple language with point-by-point explanations to help students grasp the concepts easily.

Key areas covered in NCERT solutions Class 12 Business Studies Chapter 12 are Importance of Consumer Protection, Legal Protection to Consumers, Consumer Rights, Consumer Responsibilities, etc.

Students can access a variety of additional study tools on the Extramarks website in addition to the NCERT Solutions. Students get access to all materials, including NCERT books, CBSE revision notes, CBSE sample papers, CBSE previous year question papers, and so on.

Key Topics Covered In NCERT Solutions Class 12 Business Studies Chapter 12

Following are the key topics covered in NCERT Solutions Class 12 Business Studies Chapter 12- Consumer Protection.

Here’s the detailed information on each subtopic in NCERT Solutions Class 12 Business Studies Chapter 12 Consumer Protection.

Importance of Consumer Protection

Consumer protection refers to the process of informing and educating customers about their rights and duties, as well as supporting them in finding remedy for their complaints and grievances. Both consumers and companies require consumer protection.

Importance Of Consumer Protection

NCERT Solutions Class 12 Business Studies Chapter 12 by Extramarks provides a deep insight into the importance of Consumer protection.

1. From the Consumer’s point of view:

• Unorganised Consumers: In India, consumers are still unorganised, and few consumer organisations are advocating for them.
• Widespread Exploitation of Consumers: Consumers are harmed on a massive scale as a result of a range of unfair commercial practices, and consumer protection is required to protect them.
• Consumer Ignorance: Because the majority of customers are uninformed of their rights and remedies, they are frequently exploited. Consumer protection is essential to safeguard customers from such unethical tactics.

1. From a business point of view:

• Social Responsibility: Owners, workers, the government, and consumers are just a few stakeholders to whom a company has social responsibilities. As an outcome, consumers should be able to buy high-quality items at a reasonable price.
• The business utilises societal resources: Every business makes use of social resources, and it is its responsibility to consider and act in the best interests of society.
• Government intervention: The government will take action against a corporation if it participates in any form of unfair commercial practices, which will affect the company’s reputation.
• Long-term business interests: It is in the company’s best interests to keep its consumers satisfied. To win the global competition, customers must be happy. Repeat purchases from satisfied customers assist in growing the company’s client base.
• Moral justification: Any company has a moral duty to operate in its customers’ best interests and to avoid exploitation, and unfair trade practices, including defective and harmful products, adulteration, false and misleading advertising, hoardings, black marketing, and so on.

Legal Protection to Consumers 

NCERT Solutions Class 12 Business Studies Chapter 12 explains how consumers are protected by the following legal framework:

• The Indian Contract Act, 1872:

The Indian Contract Act of 1872 establishes the conditions for a contract signed by the parties to be valid and the remedies available in the event of a contract violation.

• The Sale Of Goods Act, 1930:

The Act provides buyers with a number of safeguards and advantages in relation to the sale of goods agreement.

• The Essential Commodities Act, 1955:

Profiteers, hoarders, and black marketers are prohibited from participating in anti-social behaviour under this Act. Its purpose is to preserve control over essential commodity production, supply, and distribution.

• The Agricultural Produce Act, 1937  (Grading and Marketing):

The Act specifies grading standards for agricultural and animal products.

• Adulteration Act, 1954:

The Adulteration Act of 1954 was created to protect public health by preventing the adulteration of food items and preserving their purity.

• The Standard Of Weights and Measures, 1976:

It safeguards clients against under-weighting or under-measurement.

• The Trades Mark Act, 1999:

The use of misleading markings on products is prohibited under this Act.

• The Competition Act, 2002:

If businesses engage in unethical behaviour, the Act protects consumers.

• The Bureau of Indian Standards Act, 1986:

The Bureau’s principal responsibilities include developing quality standards for goods and certifying them using the BIS process.

Consumer Rights

The Consumer Protection Act gives consumers six rights. Extramarks NCERT Solutions Class 12 Business Studies Chapter 12 explains the following rights of a consumer:

• Right to Safety: Every customer has the right to be protected against goods and services that jeopardise their lives, health, or property.
• Right to be Informed: The customer has the right to get comprehensive information about a product before acquiring it, including information on its quality, quantity, ingredients, purity, and price.
• Right to Choose: A customer has the right to choose from a wide selection of reasonably priced goods and services. The customer, in other words, has a right to a varied selection of items at reasonable and competitive costs.
• Right to be Heard: If a consumer has a problem or is displeased with a product or service, they have the right to make a complaint.
• Right to Seek Redressal: A customer has the right to seek restitution and compensation if they have been exploited.
• Consumer Education: Throughout their lives, consumers have the right to study and be well-informed. If the goods or service does not fulfil his expectations, he should be notified of his rights and remedies.

Consumer Responsibilities

In addition to the rights to defend themselves against exploitation, a consumer has several responsibilities. Some of a consumer’s responsibilities as per Extramarks NCERT Solutions Class 12 Business Studies Chapter 12 are as follows:

• Awareness: A customer should be knowledgeable about the many products and services accessible. As a result, he is in a position to make an educated and intelligent decision.
• Seeking Quality Marks: Consumers should constantly seek for quality certification markings like ISI in the case of electrical goods, AGMARK in the case of agricultural goods, and so on before purchasing items.
• Requesting Cash Memo: Consumers should always seek cash notes or bills when acquiring products and services. The bill acts as proof of purchase and can be referred to in the event of a dispute.
• Reading Labels: Price, weight, and expiration date are all included on product labels. The buyer must carefully study these labels before acquiring the items.
• Honest Transactions: Consumers should always choose lawful transactions over illicit ones, such as black marketing and hoarding.
• Ensure Safety: A customer must carefully study the manufacturer’s manuals and directions to ensure that the product is used safely. The instructions for an electrical item, for example, must be thoroughly studied before use.
• Complaint Filing: A complaint must be made in the proper venue if the product is determined to be faulty or if the product’s quality is lacking.

Ways and Means of Consumer Protection

The goal of consumer protection can be accomplished in a variety of ways, about which the students can learn from NCERT Solutions Class 12 Business Studies Chapter 12.

• Self-regulation by Business: Enlightened businesses recognise that providing excellent customer service is their long-term interest. Socially responsible businesses adhere to ethical norms and procedures when engaging with clients.
• Consumer Awareness: A well-informed consumer can speak out against unfair commercial practices and unethical exploitation if he is aware of his rights and the remedies accessible to him.
• Business Associations: Associations such as the Federation of Indian Chambers of Commerce (FICCI) and the Confederation of Indian Industries (CII) have established codes of conduct for their members to follow while interacting with clients.
• Consumer Organisations: They play a vital role in informing consumers about their rights and protecting them. These organisations have the power to compel businesses to prevent consumer abuse and malpractice.
• Government: By establishing different policies, the government can defend the interests of consumers. 

Redressal under the Consumer Protection Act

 The Extramarks NCERT Solutions Class 12 Business Studies Chapter 12has been curated  by the subject experts providing  students with notes on redressals under the consumer protection act.

1. Who can file a complaint under CPA, 2019:

• a customer; or
• any volunteer consumer organisation that is currently registered under any legislation; or
• the government of the United States or any state government; or
• the Central Government; or
• one or more customers, if there are a large number of consumers who have a common interest; or
• in the event of a consumer’s death, his legal heir or representative; or
• In the event of a minor, the consumer’s parent or legal guardian.

1. Redressal Agencies:

According to the Customer Protection Act of 2019, there is a three-tier procedure for handling consumer complaints:

• District Forum: A President and two additional members make up the District Forum, one of whom should be a woman. The respective state government appoints them. When the value of the products or services in issue and the compensation sought do not exceed rupees twenty lakhs, a complaint can be registered with the relevant District Forum. After evaluating the laboratory results and hearing the person against whom the complaint is lodged, the District Forum will issue an order. If the unhappy party is not satisfied with the District Forum’s decision, he may file an appeal with the State Commission within 30 days after the decision.
• State Commission: A President and at least two additional members, one of whom should be a woman, make up each State Commission. The relevant state government appoints them. When the value of the products or services in issue and the compensation sought exceeds rupees twenty lakhs but not exceeding Rs. 1 crore, a complaint can be filed with the relevant State Commission. Appeals against District Forum orders can also be brought to the State Commission. After evaluating the laboratory report and hearing the person against whom the complaint is lodged, the State Commission will issue an order. If the unhappy party is not satisfied with the State Commission’s decision, he may file an appeal with the National Commission within 30 days of the decision.
• National Commission: A President and at least four additional members make up the National Commission, one of whom should be a woman. The government of the United States appoints them. When the value of the products or services in issue and the compensation sought to exceed Rs. 1 crore, a complaint can be filed with the National Commission. Appeals against State Commission orders can also be made with the National Commission. After evaluating the laboratory report and hearing the party against whom the complaint is lodged, the National Commission will issue an order.

Consumer Organisations and NGOs

Consumer groups and non-governmental organisations (NGOs) play a critical role in safeguarding and promoting consumer interests. Among the main NGOs and consumer groups are the Consumers’ Association, Consumer Coordination Council, Consumer Protection Council, Common Cause, and others. The functions that these organisations conduct in order to defend the interests of consumers as per Extramarks NCERT Solutions Class 12 Business Studies Chapter 12 are listed below:

• Consumer Education: NGOs and consumer organisations teach consumers about their rights through various training programmes and workshops.
• Journal Publishing: They produce magazines and periodicals to spread information and increase awareness about a variety of consumer concerns, legal remedies, and other relevant matters.
• Legal Assistance: Consumers can also get legal help from them, and they can help them seek proper remedies.
• Encouraging Consumer protest against exploitation: They encourage customers to resist any exploitation or unfair trade practices.
• Complaint Assistance: They urge customers to make complaints in proper channels and will even file complaints on their behalf.
• Taking Charge: They encourage customers to register complaints and take the lead in filing lawsuits in the public interest.
• Product Quality Testing: They carry out quality testing in laboratories on a variety of items and publish the findings.

NCERT Solutions Class 12 Business Studies Chapter 12 Consumer Protection NCERT Solutions 

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Class 12 Business Studies Chapter 12: Very Short Answer Type Questions

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By referring to Extramarks NCERT Solutions Class 12 Business Studies Chapter 12, students can easily understand the topics covered in Consumer Protection.

Key Features of NCERT Solutions Class 12 Business Studies Chapter 12

Students must study all previous concepts in order to do well in the exam. As a result, NCERT Solutions Class 12 Business Studies Chapter 12 provides detailed answers to all questions. Some of the  compelling reasons for you to  choose Extramarks are: 

• By laying a foundation and explaining the chapter’s fundamental principles, the answers help eliminate the student’s  doubts and hurdles.
• All solutions are formed keeping in mind the guidelines laid by NCERT.
• The solutions are prepared by experts in the field of Business Studies.