Consumer Grievance
Mrs. Maggie sent a jacket to a Clear and Clean Dry cleaners pvt. ltd. (A well reputed brand Name) in January 2022. The jacket was purchased at a price of Rs. 45,000. She had previously sent the jacket for dry cleaning by Shine Dry Cleaners and the jacket was cleaned well. However, she noticed that her jacket had white discoloration marks when she collected the jacket this time. On informing the dry cleaner, Mrs. Maggie received a letter confirming that discolouration indeed appeared after the jacket was dry-cleaned. She contacted the dry cleaner and its Public Relation Manager multiple times and requested for compensation for discoloured jacket but to no avail. Upon Consumer court’s intervention, Shine Dry Cleaners agreed to compensate Rs. 25,000 to Mrs. Maggie for the discoloured jacket. Later, the Public relations department of the company issued a clarification regarding the above case.
Which right helped Mrs. Maggie to avail the compensation?
Answer & explanation
Correct answer: option 1
The correct answer is Option (1) → Right to seek Redressal
Option (1) Right to seek Redressal — Correct. The right to seek redressal allows a consumer to get relief when a product or service falls short. The relief can be a replacement, removal of the defect or compensation for the loss suffered. The consumer court made the dry cleaner pay her Rs. 25,000 for the damaged jacket.
Option (2) Right to be Informed — Incorrect. It gives information before a purchase. It does not bring compensation.
Option (3) Right to be Heard — Incorrect. It let her complain, and that was her first step. Being heard is not the same as getting relief.
Option (4) Right to Safety — Incorrect. No danger to life or health was involved.
Note: The passage is adapted from the application exercise on Mrs. Mathur at the end of the chapter ‘Consumer Protection’ in the NCERT textbook; NTA has changed the names and the amounts. This question is part (b) of that exercise.
NCERT (2026-27 Edition): “Upon Consumer court’s intervention, Shine Dry Cleaners agreed to compensate Rs. 2,500 to Mrs. Mathur for the discoloured jacket.” “(b) Name and explain the right which helped Mrs. Mathur to avail the compensation.” “5. Right to seek redressal: The consumer has a right to get relief against unfair trade practice of restrictive trade practices or unscrupulous exploitation in case the product or a service falls short of his expectations. The Consumer Protection Act 2019 provides for redressal to the consumers including replacement of the product, removal of defect in the product, compensation paid for any loss or injury suffered by the consumer, etc.” |