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Total number of printed pages: 8

4 (Sem-6/CBCS) HE2 (CACC)

2024

COMMERCE
(Honours Elective)
Paper: COM-HE-6026
(Consumer Affairs and Customer Care)

Full Marks: 80
Time: Three Hours

The figures in the margin indicate full marks for the questions.
Answer either in English or in Assamese.

1. Answer the following questions: (1×10=10)

  1. There is freedom of ______ in the market. (Fill in the blank)
  2. Customer dissatisfaction happens when purchased products or services fall beyond their _______. (Fill in the blank)
  3. Write the full form of DCDRF.
  4. What creates a uniform price policy throughout the country?
  5. Which date is observed as World Consumer Rights Day?
  6. COPRA is related to:
    (i) Environment-friendly products
    (ii) Organic products
    (iii) Protection of Consumer Rights
    (iv) Child Rights (Choose the correct option)
  7. Which of the following certificates is required for jewellers in the market?
    (i) FPO mark
    (ii) BIS Hallmark
    (iii) AGMARK
    (iv) None of the above (Choose the correct option)
  8. Who issues the ISI mark in India?
    (i) Food Safety and Standards Authority of India
    (ii) National Standard Organisation of India
    (iii) Bureau of Indian Standards
    (iv) Both (ii) and (iii) (Choose the correct option)
  9. Which of the following is not related to the right to choose under the Consumer Protection Act?
    (i) Right to select only specific products or services
    (ii) Right to access a variety of products or services
    (iii) Right to be assured of satisfactory quality
    (iv) None of the above (Choose the correct option)
  10. The Central Consumer Protection Authority is a Regulatory Body. (True/False)

2. Answer the following questions in about 50 words each: (2×5=10)

  1. What is service?
  2. State two distinctions between wholesale price and retail price.
  3. What is Pecuniary Jurisdiction?
  4. State two grounds for deficiency in service for complaint registration.
  5. Define MRP (Maximum Retail Price).

3. Answer any four questions from the following in about 150 words each: (5×4=20)

  1. What alternatives are available to dissatisfied consumers?
  2. Write a note on consumer complaining behaviour.
  3. How can mediation help in resolving consumer disputes?
  4. Discuss recent developments in Citizen Charter for consumer protection in India.
  5. Briefly explain provisions for penalties against unfair trade practices.
  6. How are consumer complaints handled in the telecom sector?

4. Answer any four questions from the following in about 600 words each: (10×4=40)

  1. Explain the various forms of market structures, their merits and demerits.
    Or
    Briefly outline the recent developments in consumer protection in India.
  2. Explain the corporate and public redressal systems.
    Or
    Describe the advisory and adjudicatory bodies under the Consumer Protection Act.
  3. Discuss the composition, jurisdiction, and powers of the National Consumer Dispute Redressal Commission.
    Or
    Highlight the salient features of the Consumer Protection Act, 2019.
  4. Explain the BIS Hallmarking Scheme and its benefits for customers and society.
    Or
    Discuss the functions of the State Electricity Regulatory Commission in redressing consumer grievances.
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End of the Question Paper