Read the following passage and answer the questions.

Maurya sent a jacket to a laundary shop in December 2023. The jacket was purchased for ₹5,000. She had previously sent the jacket for dry cleaning with 'Snow White dry cleaners' and the jacket was cleaned very well. But this time she noticed the white discolouration mark on the jacket. On informing the dry cleaner, Maurya received a letter that confirmed that the discoloured mark was appeared after the jacket was dry cleaned. She contacted the dry cleaner many times and requested for compensation for discoloured jacket but to no avail. Upon, consumer court intervention, Snow White dry cleaners agreed to compensate ₹2,500 to Maurya for the discoloured jacket.

Which right was exercised by Maurya at the first instance?

Right to be heard

The correct answer is option 1- Right to be heard.

Maurya exercised her Right to be heard because she made several attempts to communicate her issue to the dry cleaner (Snow White dry cleaners). She noticed the discoloured mark on her jacket after it was dry cleaned and contacted the shop multiple times, requesting compensation for the damage. By doing so, she ensured that her complaint was heard and that she sought a fair resolution.

Right to be heard- The consumer has a right to file a complaint and to be heard in case of dissatisfaction with a good or a service. It is because of this reason that many enlightened business firms have set up their own consumer service and grievance cells. Many consumer organisations are also working towards this direction and helping consumers in redressal of their grievances.