Consumer Complaint Redressal Agencies

Consumers play an important role in the market and have certain responsibilities to ensure fair trade practices. The following are any four responsibilities of a consumer:
Step 1: Awareness.
A consumer should be aware of the quality, quantity, price, and features of goods and services before making a purchase. Awareness helps consumers avoid exploitation.
Step 2: Right Use of Goods.
Consumers should use products according to the instructions given by the manufacturer to avoid wastage, accidents, or misuse.
Step 3: Filing Complaints.
If a consumer is cheated or receives defective goods, they should file a complaint in the appropriate consumer forum instead of remaining silent.
Step 4: Honest Behaviour.
Consumers should be honest while purchasing goods and should not make false complaints or misuse consumer protection laws.

Consumers are protected under the Consumer Protection Act, which gives them several rights. One of the most important rights is the Right to Choose, which ensures that consumers can select goods and services freely without pressure or manipulation.
Step 1: Understanding the scenario.
Rajiv visited a mobile shop to buy a mobile phone based on his own preference. However, the shopkeeper did not allow him to decide freely and instead forced him to buy a particular brand. This means Rajiv was denied freedom of choice.
Step 2: Evaluate each right mentioned.
(a) Right to be heard – This protects consumers by ensuring their complaints are listened to in consumer courts. Not relevant here because no complaint was made yet.
(b) Right to safety – This deals with protection from harmful or unsafe products. The issue here is not safety but choice.
(c) Right to be informed – This ensures that consumers receive correct information about products. Rajiv was not denied information; he was denied freedom.
(d) Right to choose – This guarantees that consumers can choose from a variety of products according to their preferences without being forced. This is exactly what the shopkeeper violated.
Step 3: Final justification.
Since Rajiv was compelled to buy a specific brand, his Right to Choose was clearly violated. Consumers must always be free to select a product without any pressure from the seller.
Final Answer: (d) Right to choose