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Gauhati University B.Com 6th Sem Hons
Consumer Affairs and Customer Care Solved Question Paper (Year: 2023)
2023
COMMERCE
(Honours Elective)
Paper: COM-HE-6026
Solved Paper 2023
(Consumer Affairs and Customer Care)
Full Marks: 80
Time: Three hours
The figures in the margin indicate full marks for the questions
1. Answer the following as directed: 1X10 =10
(i) In Monopoly market, price of goods and services is fully controlled by one seller. Known as the "monopoly firm" or "monopolist."
(Fill in the gap)
(ii) The term describes the handling of customers' complain within a customer-centric company. (Fill in the gap)
(iii) Write the full form of IRDA.
ANSWER - IRDA stands for "Insurance Regulatory and Development Authority."
(iv) Which standard mark is printed on gold Jewellery?
ANSWER - BIS hallmark is printed on gold jewelry as a quality assurance mark in India.
(v) ceiling price is the highest price that can be charged for a product.
(Fill in the gap)
(vi) What is the pecuniary jurisdiction limit for District Forum?
ANSWER - The pecuniary jurisdiction limit for District Consumer Disputes Redressal Forum is typically up to 20 lakhs.
(vii) Professional Tax is levied and collected by whom in India?
ANSWER - Professional Tax is levied and collected by the respective State Governments in India.
(viii) In case of death of a consumer, his/ her legal heir can make the complain. (Waite true or false)
ANSWER - True. In case of the death of a consumer, their legal heirs can make a complaint on their behalf.
(ix) Write the full form of FSSAI.
ANSWER - FSSAI stands for "Food Safety and Standards Authority of India."
(x) How many members are there in the Board of Governors of ASCI?
ANSWER - The Advertising Standards Council of India (ASCI) has 16 members in its Board of Governors.
2. Answer the following questions: 2×5=10
(i) What is fair price?
ANSWER - A fair price is a reasonable cost or value for a product or service, ensuring fairness and equity for both buyers and sellers in a transaction.
(ii) State the meaning of local taxes.
ANSWER - Local taxes are taxes levied by municipal or regional governments on residents, businesses, or properties within their jurisdiction to fund local services, infrastructure, and public programs.
(iii) Write two powers of Central Information Commission.
ANSWER –
1. The Central Information Commission (CIC) has the power to adjudicate on appeals and complaints related to the Right to Information (RTI) Act.
2. It can issue directives, penalties, and recommendations to ensure government transparency and compliance with RTI provisions.
(iv) What is Insurance Ombudsman?
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(v) Write about National Consumer Helpline.
ANSWER - The National Consumer Helpline is a toll-free telephone service in India that offers assistance and guidance to consumers regarding their rights, complaints, and disputes with businesses and service providers.
3. Answer any four questions from the following: 5x4 = 20
(i) Distinguish between goods and service.
ANSWER -
(ii) Explain the consumers' rights under Consumer Protection Act, 1986.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(iii) Explain five causes of dissatisfaction of consumers.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(iv) Explain the process of complaint registration under banking ombudsman scheme.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(v) Explain five objectives of ASCI.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(vi) Explain the role of consumer organisations in the protection of consumers.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
4. Answer any four questions from the following: 10x4=40
(i) Discuss the evolution of consumer movement in India.
ANSWER- [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(ii) Explain the nature of con packaging. Briefly discuss the functions of 5+5=10
ANSWER – IT WILL UPDATED SOON
(iii) Discuss the functions and powers of TRAI. 5+5=10
ANSWER -[DOWNLOAD PDF FOR COMPLETE SOLUTION]
(iv) Explain the characteristics and advantages of monopoly market. 5+5=10
ANSWER -
A monopoly market has the following eight characteristics and advantages:
1. Single Seller: In a monopoly, there's a single dominant seller controlling the entire market, allowing them to set prices and output levels.
2. Unique Product: Monopolists typically offer a unique or differentiated product that has no close substitutes, giving them a competitive edge.
3. High Barriers to Entry: Monopolies often have high entry barriers like patents, control over essential resources, or economies of scale, making it difficult for new competitors to enter the market.
4. Price Maker: The monopolist has the power to determine the price of the product, maximizing profits.
5. Profit Maximization: Monopolies tend to maximize profits by producing at the level where marginal cost equals marginal revenue.
6. Long-term Stability: They can enjoy long-term stability and sustained profits due to limited competition.
7. Research and Development: Monopolists often invest heavily in research and development, leading to innovation and technological advancement.
8. Economies of Scale: Monopolies can achieve economies of scale, reducing production costs and potentially passing on cost savings to consumers.
(v) Discuss the procedure for filing and hearing of a complaint of a consumer.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(vi) Discuss the role of Supreme Court under CPA Act, 1986.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
(vii) Discuss the merits and demerits of Maximum Retail Price. 5+5=10
Answer :- Maximum Retail Price (MRP) is a price set by manufacturers or suppliers as the highest price at which a product can be sold to consumers. Here are eight merits and demerits of MRP:
Merits:
1. Consumer Protection: MRP prevents retailers from overcharging consumers, ensuring price fairness.
2. Price Uniformity: It maintains consistent pricing across different retailers, reducing confusion.
3. Transparency: Consumers can easily identify the maximum price they should pay.
4. Anti-Hoarding: MRP discourages hoarding and black marketing, benefiting consumers during shortages.
5. Manufacturer Control: Manufacturers can control pricing in the market, protecting their brand image.
Demerits:
1. Lack of Flexibility: MRP may not reflect market changes, causing products to be overpriced or underpriced.
2. No Incentive for Discounts: Retailers might not offer discounts below MRP, limiting price competition.
3. Inefficient Regulation: Enforcement of MRP can be lax, allowing some retailers to overcharge.
4. Reduced Competition: MRP can discourage price competition, potentially harming consumers in the long run.
(viii) Discuss the consumer grievances redressal mechanism by FSSAI.
ANSWER - [DOWNLOAD PDF FOR COMPLETE SOLUTION]
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