Read the following statements - Assertion (A) and Reason (R) : Assertion (A) : Many enlightened business firms have set up their own consumer service and grievance cells. Reason (R) : The consumer has a right to file a complaint and to be heard in case of dissatisfaction with a good or service. Choose the correct alternative from the alternatives given below :
Read the following statements - Assertion (A) and Reason (R) : Assertion (A) : Many enlightened business firms have set up their own consumer service and grievance cells. Reason (R) : The consumer has a right to file a complaint and to be heard in case of dissatisfaction with a good or service. Choose the correct alternative from the alternatives given below :
Options
Official answer
Correct option: (D) Both A and R are true and R is the correct explanation of A.
Why
- Assertion (A) is TRUE: Many enlightened firms do set up their own consumer service and grievance cells to handle customer complaints.
- Reason (R) is TRUE: The consumer has the Right to be Heard — to file a complaint and be heard when dissatisfied with a good or service.
- R correctly explains A: Firms establish grievance cells precisely so that dissatisfied consumers can file complaints and be heard, i.e. to honour the consumer's Right to be Heard.
Marking scheme
- 1.1 mark for selecting (D) Both A and R are true and R is the correct explanation of A.
- 2.Reasoning must link grievance cells to honouring the consumer's Right to be Heard.
Hint
Ask why a firm would create a grievance cell — does the consumer's Right to be Heard explain it?
Quick oral answer
Both statements are true and connected — firms set up grievance cells precisely to honour the consumer's Right to be Heard when dissatisfied.
Common mistakes
- 1.Marking (C) by failing to see that R directly explains why firms create grievance cells.
- 2.Assuming grievance cells relate to the Right to Redressal only, overlooking that being heard precedes redressal.
- 3.Treating either statement as false when both are factually correct.
Analysis and explanation
An assertion-reason item connecting business responsibility with a specific consumer right.
Concept
- The Right to be Heard entitles a consumer to file a complaint and be heard when dissatisfied. Responsible businesses support this right by creating internal complaint-handling systems.
Evaluating the statements
- Assertion (A) — TRUE: Setting up consumer service and grievance cells is an established practice of socially responsible firms.
- Reason (R) — TRUE: The consumer's Right to be Heard is a recognised right under consumer protection.
Is R the correct explanation of A?
- Yes. The very purpose of a grievance cell is to give dissatisfied consumers a channel to be heard — so R is the cause/justification behind A.
Why the other options fail
- (A) Both false and (B) A false, R true — wrong, both statements are true.
- (C) Both true but R not the explanation — wrong, because R directly explains why firms set up grievance cells.
Exam trap
- In A-R questions, always test the link: here the grievance cell exists to serve the Right to be Heard, so the explanation is direct.
Interesting facts
The Right to be Heard means consumers' interests must receive due consideration at appropriate forums, including government policy-making bodies.
Many companies now run dedicated toll-free helplines and online grievance portals as part of their consumer service commitment.
The National Consumer Helpline (1915) in India lets consumers register grievances against companies before approaching consumer commissions.
Question details
Q5 of 37 questions
- Board
- CBSE
- Class
- Class 12
- Subject
- Business Studies
- Year
- 2026
- Section
- Section A
- Marks
- 1
- Chapter
- Consumer Protection
- Topic
- Right to be Heard
- Bloom's level
- understand
- Syllabus topic
- Unit 12: Consumer Protection — Consumer Rights (Right to be Heard) and Responsibilities of Business
- Author
- CBSE
- Reviewed by
- Padhantu Academic Team
Spotted a mistake or something unclear?
Tell us and we will fix it.
Frequently asked questions
Why is Reason the correct explanation of the Assertion here?
Firms set up consumer grievance cells so that dissatisfied consumers can file complaints and be heard. Since the Right to be Heard is exactly what those cells serve, the Reason is the direct explanation of the Assertion.
Which consumer right is involved in this question?
The Right to be Heard — the consumer's right to file a complaint and to be heard in case of dissatisfaction with a good or service.