CHAPTER 5 : CONSUMER RIGHTS
NOTES FOR THE TEACHERCHAPTER 5 : CONSUMER RIGHTSThis chapter proposes to discuss the issue ofconsumer rights within the context of the waysmarkets operate in our country. There are manyaspects of unequal situations in a market andpoor enforcement of rules and regulations. Hence,there is a need to sensitise learners and encouragethem to participate in the consumer movement.This chapter provides case histories – how someconsumers were exploited in a real life situationand how legal institutions helped consumers ingetting compensated and in upholding their rightsas consumers. The case histories would enablethe students to link these narratives to their lifeexperiences. We have to enable students tounderstand that the awareness of being a wellinformed consumer arose out of consumermovement and active participation of peoplethrough their struggles over a long period. Thischapter also provides details of a feworganisations helping consumers in differentways. Finally it ends with some critical issues ofthe consumer movement in India.Aspects of Teaching / Sources of InformationThis chapter has questions, case studies andactivities. It would be preferred that studentsdiscuss these in groups orally. Some of thesecould be answered in writing individually.While carrying out each activity you couldstart with a brainstorming session about theactivity. Similarly there are many opportunitiesfor role-play in this chapter and this could be auseful way to share their experiences and74understand the issues at a deeper level. Makingposters collectively is another way to think aboutthese issues. This lesson contains activities,which require visits – visit to consumerprotection councils, consumer organisations,consumer court, retail shops, market places, etc.Organise the visits to maximise learners’experience. Have a discussion with them aboutthe purpose of the visit, things they need to dobeforehand and things that need to be collectedand the task (report/ project / article, etc.) theywould carry out after the visit. As part of thischapter, the learners may do letter-writing andspeaking activities. We may have to be sensitiveto the language aspect of exercises.This chapter contains materials collectedfrom authenticated websites, books, newspapersand magazines. For example, http://www.mca.gov.in is a website of CentralGovernment Ministry of Consumer Affairs.Another website www.cuts-international.org is thewebsite of a consumer organisation working inIndia for more than 20 years. It publishes avariety of materials to create consumerawareness in India. They need to be sharedamong learners so that they can also collectmaterials as part of their activities. For example,case histories were taken from newspaperclippings and consumers who fought inconsumer courts. Let learners collect and readsuch materials from different sources: consumerprotection councils, consumer courts andinternet.U NDERSTANDING E CONOMIC D E V E LOPMENTNDERSTANDINGLOPMENT2015-2016
CHAPTER 5CONSUMER RIGHTSThe collage you see below containssome news clippings of consumercourt verdicts. Why did the people goto the consumer court in these cases?These verdicts came about becausesome people persisted and struggledto get justice. In what ways were theydenied justice? More importantly,what are the ways in which they canexercise their rights as consumers toget a fair deal from the sellers whenthey felt they had been denied a justtreatment?2015-2016
THE CONSUMER IN THE MARKETPLACEWe participate in the market both asproducers and consumers. Asproducers of goods and services wecould be working in any of the sectorsdiscussed earlier such as agriculture,industry, or services. Consumersparticipate in the market when theypurchase goods and services that theyneed. These are the final goods thatpeople as consumers use.In the preceding chapters wediscussed the need for rules andregulations or steps that wouldpromote development. These could befor the protection of workers in theunorganised sector or to protectpeople from high interest ratescharged by moneylenders in theinformal sector. Similarly, rules andregulations are also required forprotecting the environment.For example, moneylenders in theinformal sector that you read aboutin Chapter 3 adopt various tricks tobind the borrower: they could makethe producer sell the produce to themat a low rate in return for a timely loan;they could force a small farmer likeSwapna to sell her land to pay backthe loan. Similarly, many people whowork in the unorganised sector haveto work at a low wage and acceptconditions that are not fair and arealso often harmful to their health. Toprevent such exploitation, wehave talked of rules and regulationsfor their protection. There areorganisations that have struggledfor long to ensure that these rules arefollowed.Likewise, rules and regulations arerequired for the protection of theconsumers in the marketplace.Individual consumers often findthemselves in a weak position.Whenever there is a complaintregarding a good or service that hadbeen bought, the seller tries to shiftall the responsibility on to the buyer.Their position usually is – “If youdidn’t like what you bought, pleasego elsewhere”. As if the seller has noresponsibility once a sale iscompleted! The consumer movement,as we shall discuss later, is an effortto change this situation.Exploitation in the marketplacehappens in various ways. Forexample, sometimes traders indulgein unfair trade practices such as whenshopkeepers weigh less than whatthey should or when traders addcharges that were not mentionedbefore, or when adulterated/defectivegoods are sold.Markets do not work in a fairmanner when producers are few andpowerful whereas consumerspurchase in small amounts and arescattered. This happens especiallywhen large companies are producingthese goods. These companies withhuge wealth, power and reach canmanipulate the market in variousways. At times false information ispassed on through the media, andother sources to attract consumers.For example, a company for yearssold powder milk for babies all overTHEY PURPOSELY MADE ITSO IT WOULD FALL APARTAFTER A FEW MONTHS SOTHAT I WILL BUY A NEW ONE!2015-2016
the world as the most scientificproduct claiming this to be betterthan mother’s milk. It took years ofstruggle before the company wasforced to accept that it had beenmaking false claims. Similarly, along battle had to be fought withcourt cases to make cigarettemanufacturing companies accept thattheir product could cause cancer.Hence, there is a need for rules andregulations to ensure protection forconsumers.EVERYONE KNOWSTOBACCO KILLS PEOPLE,BUT WHO CAN SAY THATTOBACCO COMPANIESSHOULD NOT BE FREETO SELL TOBACCO?LET’S WORK THESE OUT1. What are the various ways by which people may be exploited in the market?2. Think of one example from your experience where you thought that there was some‘cheating’ in the market. Discuss in the classroom.3. What do you think should be the role of government to protect consumers?CONSUMER MOVEMENTThe consumer movement arose outof dissatisfaction of the consumersas many unfair practices were beingindulged in by the sellers. There wasno legal system available toconsumers to protect them fromexploitation in the marketplace. Fora long time, when a consumer wasnot happy with a particular brandproduct or shop, he or she generallyavoided buying that brand product,or would stop purchasing from thatshop. It was presumed that it wasthe responsibility of consumers to becareful while buying a commodityor service. It took many years fororganisations in India, and aroundthe world, to create awarenessamongst people. This has alsoshifted the responsibility of ensuringquality of goods and services on thesellers.In India, the consumer movementas a ‘social force’ originated with thenecessity of protecting and promotingthe interests of consumers againstunethical and unfair trade practices.Rampant food shortages, hoarding,black marketing, adulteration of foodand edible oil gave birth to theconsumer movement in an organisedform in the 1960s. Till the 1970s,consumer organisations were largelyengaged in writing articles andholding exhibitions. They formedconsumer groups to look into themalpractices in ration shops andovercrowding in the road passengertransport. More recently, Indiawitnessed an upsurge in the numberof consumer groups.C ONSUMER R IGHTS772015-2016
Consumers InternationalIn 1985 United Nations adoptedthe UN Guidelines for ConsumerProtection. This was a tool fornations to adopt measures toprotect consumers and forconsumer advocacy groups topress their governments to doso. At the international level, thishas become the foundation forconsumer movement. Today,Consumers International hasbecome an umbrella body toover 220 member organisationsfrom over 115 countries.Because of all these efforts, the movement succeeded inbringing pressure on business firms as well as governmentto correct business conduct which may be unfair and againstthe interests of consumers at large. A major step taken in1986 by the Indian government was the enactment of theConsumer Protection Act 1986, popularly known as COPRA.You will learn more about COPRA later.LET’S WORK THESE OUT1. What could have been the steps taken by consumer groups?2. There may be rules and regulations but they are often not followed. Why? Discuss.2015-2016
CONSUMER RIGHTSSAFETY IS EVERYONE’S RIGHTReji’s SufferingReji Mathew, a healthy boy studying inClass IX, was admitted in a private clinic inKerala for removal of tonsils. An ENTsurgeon performed the tonsillectomyoperation under general anaesthesia. As aresult of improper anaesthesia Reji showedsymptoms of some brain abnormalitiesbecause of which he was crippled for life.His father filed a complaint in the StateConsumer Disputes Redressal Commissionclaiming compensation of Rs 5,00,000 formedical negligence and deficiency, inservice. The State Commission, saying thatthe evidence was not sufficient, dismissedit. Reji’s father appealed again in theNational Consumer Disputes RedressalCommission locatedin New Delhi. TheNational Commissionafter looking into thecomplaint, held thehospital responsiblefor medical negligenceand directed it to paythe compensation.Reji’s suffering shows how ahospital, due to negligence by thedoctors and staff in givinganaesthesia, crippled a student forlife. While using many goods andservices, we as consumers, have theright to be protected against themarketing of goods and delivery ofservices that are hazardous to life andproperty. Producers need to strictlyfollow the required safety rules andregulations. There are many goodsand services that we purchase thatrequire special attention to safety. Forexample, pressure cookers have asafety valve which, if it is defective, cancause a serious accident. Themanufacturers of the safety valve haveto ensure high quality. You also needpublic or government action to seethat this quality is maintained.However, we do find bad qualityproducts in the market because thesupervision of these rules is weak andthe consumer movement is also notstrong enough.LET’S WORK THESE OUT1. For the following (you can add to the list) products/ services discuss what safetyrules should be observed by the producer?(a) LPG cylinder (b) cinema theatre (c) circus (d) medicines (e) edible oil(f) marriage pandal (g) a high-rise building.2. Find out any case of accident or negligence from people around you, where you thinkthat the responsibility lay with the producer. Discuss.C ONSUMER R IGHTS792015-2016
Information about goods andservicesWhen you buy any commodity, youwill find certain details given on thepacking. These details are aboutingredients used, price, batchnumber, date of manufacture, expirydate and the address of themanufactur er. When we buymedicines, on the packets, you mightfind ‘directions for proper use’ andinformation relating to side effects andrisks associated with usage of thatmedicine. When you buy garments,you will find information on‘instructions for washing’.Why is it that rules have been madeso that the manufacturer displays thisinformation? It is because consumershave the right to be informed aboutthe particulars of goods and servicesthat they purchase. Consumerscan then complain and ask forcompensation or replacement if theproduct proves to be defective in anymanner. For example, if we buy aproduct and find it defective wellwithin the expiry period, we can askfor a replacement. If the expiry periodwas not printed, the manufacturerwould blame the shopkeeper and willnot accept the responsibility. If peoplesell medicines that have expiredsevere action can be taken againstthem. Similarly, one can protest andcomplain if someone sells a good atmore than the printed price on thepacket. This is indicated by ‘MRP’ —maximum retail price. In factconsumers can bargain with the sellerto sell at less than the MRP.In recent times, the right toinformation has been expanded tocover various services provided by theGovernment. In October 2005, theGovernment of India enacted a law,popularly known as RTI (Right toInformation) Act, which ensures itscitizens all the information about thefunctions of government departments.The effect of the RTI Act can beunderstood from the following case.Waiting.Amritha, an engineering graduateafter submitting all the certificatesand attending the interview for ajob in a government department, didnot receive any news of the result.The officials also refused to complywith her queries. She therefore filedan application using the RTI Actsaying that it was her right to knowthe result in a reasonable time sothat she could plan her future. Shewas not only informed about thereasons for delay in the declarationof results but also got her call letterfor appointment as she performedwell in the interview.80U NDERSTANDING E CONOMIC D E V E LOPMENTNDERSTANDINGLOPMENT2015-2016
LET’S WORK THESE OUT1. When we buy commodities we find that the price charged is sometimes higher orlower than the Maximum Retail Price printed on the pack. Discuss the possiblereasons. Should consumer groups do something about this?2. Pick up a few packaged goods that you want to buy and examine the informationgiven. In what ways are they useful? Is there some information that you thinkshould be given on those packaged goods but is not? Discuss.3. People make complaints about the lack of civic amenities such as bad roads orpoor water and health facilities but no one listens. Now the RTI Act gives you thepower to question. Do you agree? Discuss.When choice is deniedA RefundAbirami, a student ofAnsari Nagar, joined a twoyear course at a localcoaching institute forprofessional courses inNew Delhi. At the time ofjoining the course, shepaid the fees Rs 61,020as lumpsum for the entirecourse of two years.However, she decided to opt out of thecourse at the end of one year as shefound that the quality of teaching wasnot up to the mark. When she askedfor a refund of the fee for one year, itwas denied to her.When she filed the case in the DistrictConsumer Court, the Court directedthe Institute to refund Rs 28,000saying that she had the right toWhat do we understand from thisincident? Any consumer who receives aservice in whatever capacity, regardlessof age, gender and nature of service, hasthe right to choose whether to continueto receive the service.Suppose you want to buytoothpaste, and the shop owner saysthat she can sell the toothpaste onlychoose. The Instituteagain appealed in theState Consumer Commission. The StateCommission upheld thedistrict court’s directionand further fined theinstitute Rs 25,000 for afrivolous appeal. It alsodirected the institute topay Rs 7000 as compensation andlitigation cost.The State Commission also restrainedall the educational and professionalinstitutions in the state from chargingfees from students for the entireduration of the course in advance andthat too at one go. Any violation of thisorder may invite penalties andimprisonment, the commission said.if you buy a tooth brush. If you arenot interested in buying the brush,your right to choice is denied. Similarly,sometimes gas supply dealers insistthat you have to buy the stove fromthem when you take a new connection.In this way many a times you areforced to buy things that you may notwish to and you are left with no choice.C ONSUMER R IGHTS812015-2016
LET’S WORK THIS OUTThe following are some of the catchy advertisements of products that we purchasefrom the market. Which of the following offers would really benefit consumers? Discuss.l15 gm more in every 500 gm pack.lSubscribe for a newspaper with a gift at the end of a year.lScratch and win gifts worth Rs 10 lakhs.lA milk chocolate inside a 500 gram glucose box.lWin a gold coin inside a pack.lBuy shoes worth Rs 2000 and get one pair of shoes worth Rs 500 free.Where should consumers goto get justice?Read again the cases of Reji Mathewand Abirami given earlier in thechapter.These are some examples in whichconsumers are denied their rights.Such instances occur quite often inour country. Where should theseconsumers go to get justice?Consumers have the right to seekredressal against unfair tradepractices and exploitation. If anydamage is done to a consumer, shehas the right to get compensation1.82PRAKASH GOES TO THE POST OFFICE TOSEND MONEY ORDER TO HIS DAUGHTER2.depending on the degree of damage.There is a need to provide an easy andeffective public system by which thiscan be done.You might be interested in knowinghow an aggrieved person gets his orher compensation. Let us take thecase of Prakash. He had sent amoney-order to his village for hisdaughter’s marriage. The money didnot reach his daughter at the timewhen she needed it nor did it reachmonths later. Prakash filed a case ina district level consumer court in NewDelhi. All the steps he undertook areillustrated here.PRAKASH COMES TO KNOW THAT THEMONEY HAS NOT REACHED HIS DAUGHTERU NDERSTANDING E CONOMIC D E V E LOPMENTNDERSTANDINGLOPMENT2015-2016
3.PRAKASH ENQUIRES ABOUT THEMONEY ORDER IN THE POST OFFICE5.PRAKASH GOES TO THE LOCAL CONSUMERPROTECTION COUNCIL FOR ADVICEHIMSELF PLEADS THE7. HE8.CASE IN THE COURTPOST OFFICE DOES NOT RESPOND4. THETO THE QUERY SATISFACTORILY6.PRAKASH GOES TO A CONSUMER COURT TO FILEA CASE. HE FILLS A REGISTRATIONFORMTHE COURT JUDGE VERIFIESTHE DOCUMENTSJUDGE ANNOUNCES9. THETHE COURT VERDICT.C ONSUMER R IGHTS832015-2016
The consumer movement in Indiahas led to the formation of variousorganisations locally known asconsumer forums or consumerprotection councils. They guideconsumers on how to file cases in theconsumer court. On many occasions,they also represent individualconsumers in the consumer courts.These voluntary organisations alsoreceive financial support from thegovernment for creating awarenessamong the people.If you are living in a residentialcolony, you might have noticedname boards of Resident WelfareAssociations. If there is any unfairtrade practice meted out to theirmembers they take up the case ontheir behalf.Under COPRA, a three-tier quasijudicial machinery at the district,state and national levels was set upfor redressal of consumer disputes.The district level court deals with thecases involving claims upto Rs 20lakhs, the state level courts betweenRs 20 lakhs and Rs 1 crore and thenational level court deals with casesinvolving claims exceeding Rs 1 crore.If a case is dismissed in district levelcourt, the consumer can also appealin state and then in National levelcourts.Thus, the Act has enabled us asconsumers to have the right torepresent in the consumer courts.LET’S WORK THIS OUTArrange the following in the correct order.(a) Arita files a case in the District Consumer Court.(b) She engages a professional person.(c) She realises that the dealer has given her defectivematerial.(d) She starts attending the court proceedings.(e) She goes and complains to the dealer and the Branchoffice, to no effect.(f) She is asked to produce the bill and warranty beforethe court.(g) She purchases a wall clock from a retail outlet.(h) Within a few months, the dealer was ordered by thecourt to replace her old wall clock with a brand newone at no extra cost.LEARNING TO BECOME WELL-INFORMEDCONSUMERSWhen we as consumers become conscious of our rights,while purchasing various goods and services, we will beable to discriminate and make informed choices. Thiscalls for acquiring the knowledge and skill to become awell-informed consumer. How do we become conscious84U NDERSTANDING E CONOMIC D E V E LOPMENTNDERSTANDINGLOPMENT2015-2016
of our rights? Look at the posters onthe right and in the previous page.What do you think?The enactment of COPRA has ledto the setting up of separatedepartments of Consumer Affairs incentral and state governments. Theposters that you have seen are oneexample through which governmentspread information about legalprocess which people can use.You might also be seeing suchadvertisements on television channels.ISI and AgmarkWhile buying many commodities, on thecover, you might have seen a logo with theletters ISI, Agmark or Hallmark. Theselogos and certification help consumers getassured of quality while purchasing thegoods and services. The organisations thatmonitor and issue these certificates allowproducers to use their logos provided theyfollow certain quality standards.Though these organisations developquality standards for many products, it isnot compulsory for all the producers tofollow standards. However, for someproducts that affect the health and safetyof consumers or of products of massconsumption like LPG cylinders, foodcolours and additives, cement, packageddrinking water, it is mandatory on the partof the producers to get certified by theseorganisations.2015-2016
LET’S WORK THESE OUT1.Look at the posters and cartoons in this chapter. Think of any particular commodityand the aspects that need to be looked at as a consumer. Design a poster for this.2.Find out the nearest consumer court for your area.3.What is the difference between consumer protection council and consumer court?4.The Consumer Protection Act 1986 ensures the following as rights which everyconsumer in India should possess(i) Right to choice.(ii) Right to information.(iii) Right to redressal.(iv)Right to representation.(v) Right to safety.(vi)Right to consumer education.Categorise the following cases under different heads and mark against each inbrackets.(a) Lata got an electric shock from a newly purchased iron. She complained to theshopkeeper immediately. ()(b) John is dissatisfied with the services provided by MTNL/BSNL/TATA INDICOMfor the past few months. He files a case in the District Level Consumer Forum.()(c) Your friend has been sold a medicine that has crossed the expiry date and youare advising her to lodge a complaint ().(d) Iqbal makes it a point to scan through all the particulars given on the pack of anyitem that he buys. ()(e) You are not satisfied with the services of the cable operator catering to yourlocality but you are unable to switch over to anybody else. ()(f) You realise that you have received a defective camera from a dealer. You arecomplaining to the head office persistently ().5.If the standardisation ensures the quality of a commodity, why are many goodsavailable in the market without ISI or Agmark certification?6.Find out the details of who provides Hallmark and ISO certification.TAKING THE CONSUMER MOVEMENT FORWARDIndia has been observing 24December as the National Consumers’Day. It was on this day that the IndianParliament enacted the ConsumerProtection Act in 1986. India is oneof the countries that have exclusivecourts for consumer redressal.The consumer movement in Indiahas made some progress in terms ofnumbers of organised groups andtheir activities. There are today morethan 700 consumer groups in thecountry of which only about 20-25are well organised and recognised fortheir work.However, the consumer redressalprocess is becoming cumbersome,expensive and time consuming. Manya time, consumers are required toengage lawyers. These cases require2015-2016
time for filing and attending the courtproceedings etc. In most purchasescash memos are not issued henceevidence is not easy to gather.Moreover most purchases in themarket are small retail sales. Theexisting laws also are not very clearon the issue of compensation toconsumers injured by defectiveproducts. After more than 25 yearsof the enactment of COPRA, consumerawareness in India is spreading butslowly. Besides this the enforcementof laws that protect workers,especially in the unorganised sectorsis weak. Similarly, rules andregulations for working of markets areoften not followed.Nevertheless, there is scope forconsumers to realise their role andimportance. It is often said thatconsumer movements can be effectiveonly with the consumers’ activeinvolvement. It requires a voluntaryeffort and struggle involving theparticipation of one and all.EXERCISES1. Why are rules and regulations required in the marketplace? Illustrate with a few examples.2. What factors gave birth to the consumer movement in India? Trace its evolution.3. Explain the need for consumer consciousness by giving two examples.4. Mention a few factors which cause exploitation of consumers.5. What is the rationale behind the enactment of Consumer Protection Act 1986?6. Describe some of your duties as consumers if you visit a shopping complex in your locality.7. Suppose you buy a bottle of honey and a biscuit packet. Which logo or mark you will haveto look for and why?8. What legal measures were taken by the government to empower the consumers in India?9. Mention some of the rights of consumers and write a few sentences on each.10. By what means can the consumers express their solidarity?11. Critically examine the progress of consumer movement in India.12. Match the following.(i) Availing details of ingredients of a product(a)Right to safety(ii) Agmark(b)Dealing with consumer cases(iii) Accident due to faulty engine in a scooter(c)Certification of edible oil and cereals(iv) District Consumer Court(d)Agency that develop standards forgoods and services(v) Consumers International(e)Right to information(vi) Bureau of Indian Standards(f) Global level institution ofconsumer welfare organisations13. Say True or False.(i) COPRA applies only to goods.(ii) India is one of the many countries in the world which has exclusive courts for consumerredressal.C ONSUMER R IGHTS872015-2016
(iii) When a consumer feels that he has been exploited, he must file a case inthe District Consumer Court.(iv) It is worthwhile to move to consumer courts only if the damages incurredare of high value.(v) Hallmark is the certification maintained for standardisation of jewellry.(vi) The consumer redressal process is very simple and quick.(vii) A consumer has the right to get compensation depending on the degree ofthe damage.ADDITIONAL PROJECTS / ACTIVITIES1. Your school organises a consumer awareness week. As the Secretary of theConsumer Awareness Forum, draft a poster covering all the consumer rights.You may use the clues and ideas given in the poster on page 84 and 85. Thisactivity can be done with the help of your English teacher.2. Mrs. Krishna bought a colour television (CTV) against six months warranty. TheCTV stopped working after three months. When she complained to the dealer /shop where it was purchased, they sent an engineer to set it right. The CTVcontinues to give trouble and Mrs Krishna no longer gets any reply to the complaintshe made to the dealer / shop. She decides to write to the Consumer Forum inher area. Write a letter on her behalf. You may discuss with your partner / groupmembers before you write it.3. Establish a consumer club in your school. Organise mock consumer awarenessworkshops like monitoring bookshops, canteen, and shops in your school area.4. Prepare posters with catchy slogans like:–An alert consumer is a safe consumer–Buyers, Beware–Consumers be cautious–Be aware of your rights–As consumers, assert your right–Arise, awake and stop not till (Complete it)5. Interview 4-5 persons in your neighbourhood and collect varied experiencesregarding how they have been victims of such exploitation and their responses.6. Conduct a survey in your locality by supplying the following questionnaire to getan idea as to how alert they are as consumers.88U NDERSTANDING E CONOMIC D E V E LOPMENTNDERSTANDINGLOPMENT2015-2016
For each question, tick one.Always Sometimes NeverABC1. When you buy some item, do you insist on a bill?2. Do you keep the bill carefully?3. If you realise that you have been tricked by the shopkeeper, have you bothered to complain to him?4. Have you been able to convince him that you’ve beencheated?5. Do you simply grumble to yourself reconciling that it isyour fate that you are often being victimised so and it isnothing new?6. Do you look for ISI mark, expiry date etc.?7. If the expiry date mentioned is just a month or so away,do you insist on a fresh packet?8. Do you weigh the new gas cylinder/old newspapersyourself before buying/selling?9. Do you raise an objection if a vegetable seller uses stonesin place of the exact weight?10. Do excessively bright coloured vegetables arouse yoursuspicion?11. Are you brand-conscious?12. Do you associate high price with good quality (to reassureyourself that after all you have not paid a higher price justlike that)?13. Do you unhesitatingly respond to catchy offers?14. Do you compare the price paid by you with those ofothers?15. Do you strongly believe that your shopkeeper never cheatsa regular customer like you?16. Do you favour ‘home delivery’ of provision items withoutany doubt regarding weight etc.?17. Do you insist on ‘paying by meter’ when you travel byauto?Note(i) You are extremely aware as a consumer if your answers forQns. 5, 12, 13, 15 and 16 are (C) and for the rest (A).(ii) If your answers are (A) for Qns. 5, 12, 13, 15 and 16 and therest (C), t
NOTES FOR THE TEACHER This chapter proposes to discuss the issue of consumer rights withi
Part One: Heir of Ash Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Chapter 16 Chapter 17 Chapter 18 Chapter 19 Chapter 20 Chapter 21 Chapter 22 Chapter 23 Chapter 24 Chapter 25 Chapter 26 Chapter 27 Chapter 28 Chapter 29 Chapter 30 .
TO KILL A MOCKINGBIRD. Contents Dedication Epigraph Part One Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Part Two Chapter 12 Chapter 13 Chapter 14 Chapter 15 Chapter 16 Chapter 17 Chapter 18. Chapter 19 Chapter 20 Chapter 21 Chapter 22 Chapter 23 Chapter 24 Chapter 25 Chapter 26
DEDICATION PART ONE Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 PART TWO Chapter 12 Chapter 13 Chapter 14 Chapter 15 Chapter 16 Chapter 17 Chapter 18 Chapter 19 Chapter 20 Chapter 21 Chapter 22 Chapter 23 .
Rights and gendeR in Uganda · 3 Rights & Human Rights Background Rights The law is based on the notion of rights. Community rights workers need to understand what rights are, where rights come from, and their own role in protecting and promoting rights. Community rights worker
rights as a consumer. These rights protect you when a product is defective. In 1962, President John F. Kennedy outlined what he called the Consumer Bill of Rights. The bill stated that every person has four basic consumer rights—the right to be informed, the right to choose, the right to safety, and the right to be heard. These
About the husband’s secret. Dedication Epigraph Pandora Monday Chapter One Chapter Two Chapter Three Chapter Four Chapter Five Tuesday Chapter Six Chapter Seven. Chapter Eight Chapter Nine Chapter Ten Chapter Eleven Chapter Twelve Chapter Thirteen Chapter Fourteen Chapter Fifteen Chapter Sixteen Chapter Seventeen Chapter Eighteen
18.4 35 18.5 35 I Solutions to Applying the Concepts Questions II Answers to End-of-chapter Conceptual Questions Chapter 1 37 Chapter 2 38 Chapter 3 39 Chapter 4 40 Chapter 5 43 Chapter 6 45 Chapter 7 46 Chapter 8 47 Chapter 9 50 Chapter 10 52 Chapter 11 55 Chapter 12 56 Chapter 13 57 Chapter 14 61 Chapter 15 62 Chapter 16 63 Chapter 17 65 .
HUNTER. Special thanks to Kate Cary. Contents Cover Title Page Prologue Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Chapter 16 Chapter 17 Chapter
