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Consumer Rights

NCERT Class 10 · Social Science Based on NCERT Class 10 Social Science textbook · Free CBSE study kit

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Chapter Notes

Overview
This chapter discusses the issue of consumer rights within the context of how markets operate in India, highlighting unequal situations and poor enforcement of rules. It sensitizes learners to the need for consumer awareness and active participation in the consumer movement through real-life case histories. The one big idea a student must walk away with is that a well-informed consumer, aware of their rights and the legal redressal system, can protect themselves from exploitation and ensure a fair deal in the marketplace.
Key Concepts (21)
Consumer
A person who purchases goods and services for their own use, not for resale or commercial purposes.
e.g. Riya buying a packet of biscuits from a shop for her family is a consumer.
Exploitation in the marketplace
Unfair treatment of consumers by sellers through practices such as under-weighing, charging extra undisclosed amounts, selling adulterated or defective goods, and false advertising.
e.g. A shopkeeper weighing 900 grams of sugar instead of 1 kilogram but charging for 1 kilogram is an example of exploitation.
Consumer movement
An organized social force that originated to protect and promote the interests of consumers against unethical and unfair trade practices.
e.g. In India, the consumer movement began in the 1960s due to food shortages, hoarding, black marketing, and adulteration of food and edible oil.
COPRA (Consumer Protection Act 1986)
An act enacted by the Indian government in 1986 to protect consumers from exploitation and provide a legal framework for redressal of consumer grievances. It was amended in 2019.
e.g. Under COPRA, a consumer can file a complaint in a Consumer Disputes Redressal Commission if they receive a defective product or deficient service.
Right to safety
The right of consumers to be protected against the marketing of goods and delivery of services that are hazardous to life and property.
e.g. Reji Mathew's case: due to improper anaesthesia during a tonsillectomy, he was crippled for life; the hospital was held responsible for medical negligence.
Right to be informed
The right of consumers to have complete information about the particulars of goods and services they purchase, such as ingredients, price, batch number, date of manufacture, expiry date, and manufacturer's address.
e.g. When buying medicines, the packet must show 'directions for proper use' and information about side effects and risks.
Right to choose
The right of any consumer to decide whether to continue to receive a service or purchase a product, without being forced to buy something they do not wish to.
e.g. A gas supply dealer cannot insist that a consumer must buy a stove from them when taking a new connection.
Right to seek redressal
The right of consumers to get compensation against unfair trade practices and exploitation, depending on the degree of damage.
e.g. Prakash filed a case in a district-level Consumer Disputes Redressal Commission when the money order he sent did not reach his daughter.
Right to representation
The right of consumers to represent themselves or be represented in Consumer Disputes Redressal Commissions to seek justice.
e.g. A consumer can file a complaint before the appropriate consumer forum on their own, with or without the services of lawyers.
Right to consumer education
The right of consumers to acquire the knowledge and skills needed to become well-informed consumers and make informed choices.
e.g. Government posters and advertisements on television spreading information about legal processes for consumer protection.
MRP (Maximum Retail Price)
The highest price at which a product can be sold to the consumer, printed on the packet; consumers can bargain to buy at less than MRP but cannot be charged more.
e.g. If a shopkeeper sells a biscuit packet at Rs 30 when the MRP printed is Rs 25, the consumer can protest and complain.
RTI (Right to Information) Act
An act enacted by the Government of India in October 2005 that ensures citizens all information about the functions of government departments.
e.g. Amritha, an engineering graduate, used the RTI Act to know the result of her job interview and received her call letter.
ISI mark
A certification mark issued by the Bureau of Indian Standards (BIS) that assures quality and safety of products, mandatory for products affecting health and safety like LPG cylinders and cement.
e.g. An LPG cylinder with an ISI mark indicates it meets safety standards.
Agmark
A certification mark used for agricultural products, ensuring quality standards for edible oil, cereals, and other food items.
e.g. A packet of edible oil with an Agmark logo assures the consumer of its quality.
Hallmark
A certification mark for jewellery that standardizes the purity of gold and other precious metals.
e.g. A gold necklace with a Hallmark logo guarantees the purity of the gold.
Consumer Disputes Redressal Commission
A three-tier quasi-judicial machinery set up under COPRA at the district, state, and national levels for redressal of consumer disputes.
e.g. The District Consumer Disputes Redressal Commission deals with cases involving claims up to Rs 1 crore.
National Consumers' Day
Observed on 24 December in India, the day the Indian Parliament enacted the Consumer Protection Act in 1986.
e.g. Schools and consumer organizations hold awareness programs on 24 December every year.
Consumers International
An umbrella body of over 200 member organizations from over 100 countries, working for consumer protection globally, based on the UN Guidelines for Consumer Protection (1985).
e.g. Consumers International helps consumer advocacy groups press their governments to adopt consumer protection measures.
Unfair trade practices
Deceptive, fraudulent, or unethical methods used by sellers to gain an advantage over consumers, such as false advertising, under-weighing, and selling defective goods.
e.g. A company selling baby milk powder claiming it is better than mother's milk, which was later found to be a false claim.
Class action suit
A legal action taken by a group of consumers collectively against a seller or service provider for a common grievance.
e.g. Residents of a colony filing a joint complaint against a cable operator for poor service.
Mediator
A neutral intermediary who helps settle disputes outside the Consumer Disputes Redressal Commission, encouraged at all three tiers under the 2019 amendment of COPRA.
e.g. A mediator helps a consumer and a company reach a settlement without going to court.
How It Works
Filing a complaint in a Consumer Disputes Redressal Commission
  1. Step 1: The consumer realizes they have been exploited or received a defective product/service.
  2. Step 2: The consumer first complains to the seller or service provider, but gets no satisfactory response.
  3. Step 3: The consumer seeks advice from a local Consumer Protection Council or consumer organization.
  4. Step 4: The consumer goes to the appropriate Consumer Disputes Redressal Commission (district, state, or national level based on claim amount) and fills a registration form.
  5. Step 5: The Commission sends a notice to the other party (seller/service provider).
  6. Step 6: The consumer pleads the case, presenting documents like the bill and warranty.
  7. Step 7: The Commission judge verifies documents and hears arguments from both sides.
  8. Step 8: The judge announces the verdict, which may include compensation, replacement, or refund.
💡 The consumer can file the complaint on their own without a lawyer, and the process can now be done physically or through the internet with video conferencing.
Evolution of the consumer movement in India
  1. Step 1: In the 1960s, rampant food shortages, hoarding, black marketing, and adulteration of food and edible oil gave birth to the consumer movement in an organized form.
  2. Step 2: Till the 1970s, consumer organizations were largely engaged in writing articles and holding exhibitions, forming groups to look into malpractices in ration shops and overcrowding in road passenger transport.
  3. Step 3: The movement gained momentum, leading to the enactment of the Consumer Protection Act (COPRA) in 1986 by the Indian government.
  4. Step 4: COPRA was amended in 2019 to further strengthen consumer rights, including provisions for e-commerce, mediation, and stricter penalties.
  5. Step 5: Today, there are over 2000 consumer groups in India, though only about 50-60 are well organized and recognized.
💡 The consumer movement arose from consumer dissatisfaction and the lack of a legal system to protect them; it shifted the responsibility of ensuring quality from the buyer to the seller.
Using the Right to Information (RTI) Act
  1. Step 1: A citizen files an application under the RTI Act to a government department seeking information about its functions or decisions.
  2. Step 2: The department is legally bound to respond within a reasonable time.
  3. Step 3: The citizen receives the information, which can be used to hold the government accountable.
💡 The RTI Act empowers citizens to question government departments about delays, decisions, and lack of civic amenities.
Three-tier quasi-judicial machinery under COPRA
  1. Step 1: District Consumer Disputes Redressal Commission deals with cases involving claims up to Rs 1 crore.
  2. Step 2: State Consumer Disputes Redressal Commission (State Commission) deals with cases involving claims between Rs 1 crore and Rs 10 crore.
  3. Step 3: National Consumer Disputes Redressal Commission (National Commission) deals with cases involving claims exceeding Rs 10 crore.
  4. Step 4: If a case is dismissed at the district level, the consumer can appeal at the state level, and then at the national level.
💡 The hierarchy allows consumers to appeal higher if they are not satisfied with the lower commission's verdict.
Exam Traps — Don't Make These Mistakes
⚠ Confusing COPRA with RTI Act
✗ Students often write that the RTI Act is the main law for consumer protection.
→ The RTI Act is for accessing information from government departments, not for consumer disputes. COPRA (Consumer Protection Act 1986) is the specific law for consumer protection and redressal.
✓ The Consumer Protection Act 1986 (COPRA) is the primary legislation for consumer protection in India, while the RTI Act 2005 ensures citizens' right to information from government bodies.
⚠ Mixing up the three tiers of Consumer Commissions
✗ Students often write that the District Commission handles cases above Rs 1 crore.
→ The District Commission handles claims up to Rs 1 crore, not above. The State Commission handles between Rs 1 crore and Rs 10 crore, and the National Commission handles above Rs 10 crore.
✓ District Commission: up to Rs 1 crore; State Commission: between Rs 1 crore and Rs 10 crore; National Commission: above Rs 10 crore.
⚠ Thinking COPRA applies only to goods
✗ Students write that COPRA only covers defective goods, not services.
→ COPRA covers both goods and services. The chapter includes cases of medical negligence (Reji's case) and educational services (Abirami's case), which are services.
✓ COPRA applies to both goods and services, including medical, educational, and postal services.
⚠ Confusing 'right to choose' with 'right to information'
✗ Students describe the right to choose as the right to know the ingredients of a product.
→ The right to choose is about the freedom to select or reject a product or service without coercion, while the right to information is about getting details like ingredients, price, and expiry date.
✓ Right to choose: the consumer can decide whether to buy a product or continue a service. Right to information: the consumer must be given full details about the product or service.
⚠ Assuming all products must have ISI or Agmark certification
✗ Students write that every product sold in India must have ISI or Agmark certification.
→ It is not compulsory for all producers to follow these standards. Certification is mandatory only for products that affect health and safety, like LPG cylinders, food colours, cement, and packaged drinking water.
✓ ISI and Agmark certification is mandatory only for products affecting health and safety; for other products, it is voluntary.
Compare & Contrast
Function and role
Consumer Protection Council
Consumer Disputes Redressal Commission
Consumer Protection Councils are voluntary organizations that guide consumers on how to file cases and sometimes represent them, while Consumer Disputes Redressal Commissions are quasi-judicial bodies that actually hear and decide consumer disputes.
Type of products certified
ISI mark
Agmark
ISI mark is for industrial and consumer goods like LPG cylinders, cement, and electronics, ensuring safety and quality standards set by BIS, while Agmark is specifically for agricultural products like edible oil, cereals, and spices, ensuring quality standards for food items.
Exam Focus
Marks pattern: This chapter typically appears with 2 MCQs (1 mark each), 1 Short Answer question (3 marks), and 1 Long Answer question (5 marks), totaling 10 marks.
Most asked: Rights of consumers (especially right to safety, right to be informed, right to choose, right to seek redressal) · COPRA (Consumer Protection Act 1986) and its three-tier redressal machinery · Consumer movement in India (origin, evolution, and challenges) · Unfair trade practices and exploitation in the marketplace · Quality certification marks (ISI, Agmark, Hallmark)
Don't skip: Explain any four rights of consumers with examples (5 marks); Describe the three-tier quasi-judicial machinery under COPRA (3 marks); Trace the evolution of the consumer movement in India (5 marks)
One-Line Revision (read aloud before the exam)
  1. A consumer is a person who buys goods or services for personal use, not for resale.
  2. Exploitation in the marketplace includes under-weighing, adulteration, defective goods, and false advertising.
  3. The consumer movement in India began in the 1960s due to food shortages, hoarding, and black marketing.
  4. COPRA (Consumer Protection Act 1986) was enacted to protect consumers from exploitation and was amended in 2019.
  5. The six consumer rights are: right to safety, right to be informed, right to choose, right to seek redressal, right to representation, and right to consumer education.
  6. Right to safety protects consumers from hazardous goods and services, as seen in Reji's medical negligence case.
  7. Right to be informed ensures consumers get details like ingredients, MRP, expiry date, and manufacturer's address on products.
  8. Right to choose means a consumer cannot be forced to buy a product or service they do not want.
  9. Right to seek redressal allows consumers to get compensation for unfair trade practices through Consumer Commissions.
  10. The three-tier consumer redressal system includes District Commission (up to Rs 1 crore), State Commission (Rs 1-10 crore), and National Commission (above Rs 10 crore).
  11. MRP (Maximum Retail Price) is the highest price at which a product can be sold; consumers cannot be charged more.
  12. ISI mark ensures safety of industrial products like LPG cylinders; Agmark certifies quality of agricultural products like edible oil.
  13. Hallmark certifies the purity of gold jewellery.
  14. The RTI Act 2005 gives citizens the right to information about government functions.
  15. National Consumers' Day is celebrated on 24 December, the day COPRA was enacted in 1986.
  16. Consumers International is a global umbrella body of over 200 consumer organizations from over 100 countries.
  17. The 2019 amendment of COPRA includes e-commerce transactions and encourages mediation for dispute settlement.
  18. Consumer awareness in India is spreading slowly, and the redressal process can be expensive and time-consuming.

MCQs — 10 Questions with Answers

Q1. Why do individual consumers often find themselves in a weak position in the marketplace?

  • A. Because there are many scattered consumers but few powerful producers or large companies. ✓
  • B. Because consumers do not have enough money to buy goods.
  • C. Because governments do not allow consumers to file complaints.
  • D. Because consumers do not know how to use products properly.

Answer: A — The study material states that individual consumers are weak because markets have few powerful producers but many scattered consumers, giving producers control to manipulate markets.

Q2. Which of the following is an example of unfair trade practice?

  • A. A shopkeeper selling goods at a fair price.
  • B. A shopkeeper weighing less quantity than promised to the customer. ✓
  • C. A shopkeeper keeping the shop open during fixed hours.
  • D. A shopkeeper allowing customers to return goods.

Answer: B — The chapter explicitly lists short-weighting as an unfair trade practice where shopkeepers give customers less than what they pay for.

Q3. What triggered the organized consumer movement in India in the 1960s?

  • A. High inflation in the economy.
  • B. Rampant food shortages, hoarding, black marketing, and food adulteration. ✓
  • C. Poor performance of the industrial sector.
  • D. Lack of government institutions.

Answer: B — The notes clearly state that rampant food shortages, hoarding, black marketing, and adulteration of food and edible oil gave birth to the organized consumer movement.

Q4. How did large companies manipulate the market with baby milk powder?

  • A. They made it more expensive than necessary.
  • B. They limited its availability to create artificial scarcity.
  • C. They made false claims that it was better than mother's milk for years. ✓
  • D. They refused to sell it to poor families.

Answer: C — The chapter provides an example of a milk powder company that made false health claims for years before being forced by law to admit the product was not superior to mother's milk.

Q5. What is the main purpose of Consumer Disputes Redressal Commissions?

  • A. To set prices of goods in the market.
  • B. To manufacture consumer goods.
  • C. To hear complaints from exploited consumers and award compensation. ✓
  • D. To collect taxes from sellers.

Answer: C — The material describes these commissions as legal institutions that help consumers get justice and compensation when they are exploited by sellers.

Q6. Which statement best describes why rules and regulations are necessary for consumer protection?

  • A. Markets work fairly on their own without any rules.
  • B. Markets do not work fairly on their own; sellers shift responsibility to buyers after sale completion. ✓
  • C. Rules are only needed to control prices of goods.
  • D. Rules are made only to benefit the government.

Answer: B — The chapter states that individual consumers are in weak positions because sellers try to shift all responsibility onto buyers, making rules necessary for consumer protection.

Q7. What is the consumer movement as a social force?

  • A. A movement to increase prices of goods.
  • B. An organized effort to protect consumer interests against unethical and unfair trade practices. ✓
  • C. A movement to stop all business activities.
  • D. A movement to replace private sellers with government shops only.

Answer: B — The study material defines the consumer movement in India as a social force originated with the necessity of protecting and promoting consumer interests against unethical practices.

Q8. How do large companies spread false information to consumers?

  • A. By directly telling lies to each customer.
  • B. By using their wealth and power to spread false information through media and other sources. ✓
  • C. By refusing to sell goods to informed consumers.
  • D. By keeping prices very high.

Answer: B — The chapter states that large companies with huge wealth and power can manipulate markets by passing false information through media and other sources to attract consumers.

Q9. What does the example of cigarette companies demonstrate about consumer rights?

  • A. That cigarette companies always tell the truth about their products.
  • B. That courts cannot force companies to tell the truth.
  • C. That long legal battles were needed to force companies to admit health dangers of their product. ✓
  • D. That consumers have no right to know about product dangers.

Answer: C — The material mentions that a long battle with court cases had to be fought to make cigarette companies accept that their product could cause cancer.

Q10. Which of the following is NOT mentioned as an aspect of consumer exploitation?

  • A. Selling adulterated or defective goods.
  • B. Adding charges that were not mentioned before.
  • C. Allowing customers to ask questions about products. ✓
  • D. Making false claims through misleading advertisements.

Answer: C — Allowing customers to ask questions is not exploitation but rather good practice; all other options are explicitly mentioned as forms of consumer exploitation in the chapter.

Flashcards

What is consumer exploitation in the marketplace?

When sellers use unfair practices like underweighing goods, selling adulterated products, making false claims, or charging hidden charges to cheat consumers.

Why do individual consumers find themselves in a weak position?

Because there are many scattered consumers but few powerful producers or large companies that can manipulate markets and shift responsibility to buyers.

What triggered the organized consumer movement in India in the 1960s?

Rampant food shortages, hoarding, black marketing, and adulteration of food and edible oil forced consumers to organize for protection.

Define unfair trade practices with two examples.

Illegal or deceptive market tactics include shopkeepers weighing less than promised, adding undisclosed charges, and selling defective or adulterated goods.

How do large companies manipulate markets unfairly?

They use their wealth and power to spread false information through media, make unproven health claims, and control market supply.

What is the role of Consumer Disputes Redressal Commissions?

These legal institutions hear complaints from exploited consumers, verify claims, and award compensation to uphold consumer rights.

Why are rules and regulations necessary for consumer protection?

Because markets do not work fairly on their own; sellers often try to shift all responsibility to buyers after a sale is complete.

What is the consumer movement as a social force?

An organized effort by people to struggle for and promote consumer interests against unethical and unfair trade practices by sellers.

Give one example of how false claims led to consumer harm.

A baby milk powder company claimed its product was better than mother's milk for years until forced by law to admit the false claim.

What awareness does the consumer movement aim to create?

Understanding that consumers have rights, sellers have responsibilities, and people can use legal institutions to fight exploitation and get justice.

Important Board Questions

What is meant by unfair trade practices? Give two examples from the chapter. [2 marks]

Define unfair trade practices as deceptive seller tactics that harm consumers. Examples: short-weighting goods, adding hidden charges, selling adulterated products, false health claims.

Explain why individual consumers are in a weak position in the marketplace. How does this lead to exploitation? [3 marks]

Weak position: many scattered consumers vs. few powerful producers. Large companies use wealth to manipulate markets through false information. This imbalance allows sellers to shift responsibility to buyers after sale, leading to exploitation.

Describe the origins of the organized consumer movement in India. What role do legal institutions play in protecting consumer rights today? [5 marks]

Origins (1960s): Food shortages, hoarding, black marketing, food adulteration forced organized consumer action. Legal role: Consumer Disputes Redressal Commissions hear complaints, verify claims, award compensation, uphold rights. Example: milk powder false claims, cigarette health dangers took years of court battles to reverse seller claims of 'no responsibility'.

Assertion-Reason Questions for Consumer Rights

Q1. Assertion (A):

Individual consumers are often in a weak position in the marketplace when facing large, powerful producers.

Reason (R):

Large companies have huge wealth and power while consumers purchase in small amounts and are scattered across different locations.

Answer: A — Both A and R are true, and R is the correct explanation of A — Both the assertion and reason are true, and the reason correctly explains why consumers are in weak positions. The chapter states that market unfairness occurs precisely because of this structural imbalance between few powerful producers and many scattered consumers.

Q2. Assertion (A):

The consumer movement in India began as an organised force in response to economic crises of the 1960s.

Reason (R):

The movement originated because many consumer organizations wanted to promote the interests of large corporate companies.

Answer: C — A is true but R is false — The assertion is true—the chapter clearly states the organized consumer movement began in the 1960s. However, the reason is false. The movement originated to protect consumers AGAINST unethical practices, not to promote corporate interests. The actual causes were food shortages, hoarding, black marketing, and adulteration.

Q3. Assertion (A):

Consumer awareness about being well-informed develops through government education programs alone.

Reason (R):

The chapter indicates that awareness arose from consumer movements and active participation of people through their struggles over a long period.

Answer: D — A is false but R is true — Both statements are false. The assertion incorrectly credits only government programs, while the reason contradicts this by showing that awareness actually came from grassroots movements and people's active struggle. The chapter emphasizes the role of social movements, not just government action.

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Case-Based Questions (CBQ) for Consumer Rights

Case Study:

Ramesh purchased a mixer-grinder from a well-known electrical goods store. The salesman assured him that it would last for at least 10 years with proper care. However, after only 8 months of normal use, the motor burned out completely. When Ramesh returned to the store with his complaint and the product receipt, the shopkeeper refused to accept responsibility. He said, 'The product is beyond the warranty period of 6 months, so you should have purchased the extended warranty. It's not our problem if you didn't take care of it properly.' Ramesh felt helpless because he didn't know that he had any legal rights as a consumer. He ultimately discovered that he could file a complaint with the Consumer Disputes Redressal Commission.

Q1. What unfair trade practice did the shopkeeper employ in this case?

  • A. Selling a genuinely defective product with proper disclosure
  • B. Shifting all responsibility onto the consumer after the sale was completed ✓
  • C. Offering a warranty at the standard industry rate
  • D. Providing accurate information about product durability

Answer: B

Q2. Why was Ramesh initially unaware of his consumer rights?

  • A. He had too much money to care about his purchase
  • B. He had not participated in the consumer movement or accessed consumer awareness organizations ✓
  • C. Consumer rights do not exist in India
  • D. The government never publicizes consumer protection laws

Answer: B

Q3. Which institution mentioned in the chapter could help Ramesh seek justice?

  • A. Agricultural Department
  • B. Ministry of Transportation
  • C. Consumer Disputes Redressal Commission ✓
  • D. Environmental Protection Agency

Answer: C

Q4. What does this case illustrate about the power imbalance in the marketplace?

  • A. Retailers can easily shift responsibility to individual consumers who lack legal awareness ✓
  • B. Consumers have more power than large retailers
  • C. All shopkeepers are inherently honest
  • D. The market naturally ensures fair treatment without need for regulation

Answer: A

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Previous Year Questions (PYQ) for Consumer Rights

Real CBSE board exam questions from past papers — free to attempt.

CBSE 2025 · Set 31/2/1 · 2 marks

[Question text not fully visible in provided image]

CBSE 2025 · Set 31/3/2 · 1 mark

Data related to an imaginary country is given below. Study these data and answer the question that follows: Age Total Population Net Attendance 7 and 8 years of age 1200 1000, 14 and 15 years of age 1000 800, Total 2200 1800. The attendance percentage of this country of the age group of 14 and 15 years is __________.

  • 90 percent
  • 80 percent
  • 70 percent
  • 60 percent

CBSE 2024 · Set 31/2/1 · 1 mark

Choose the correct option regarding 'Body Mass Index' (BMI) from the following.

  • Assessment of Blood Pressure
  • Assessment of Blood Sugar Level
  • Assessment of Body Composition
  • Assessment of under Nutrition

CBSE 2024 · Set 31/4/3 · 3 marks

Money in your pocket cannot buy all the goods and services that you may need to live well. Support the statement with example.

CBSE 2023 · Set 31/4/2 · 1 mark

Which one of the following is a developmental goal of the factory workers?

  • Better wages
  • Better technology
  • More hours of work
  • More labour work

CBSE 2023 · Set 31/5/1 · 1 mark

Select which among the following cannot be purchased through money. Choose the correct option:

  • I and III
  • III and IV
  • I and IV
  • I and II

CBSE 2023 · Set 31/5/2 · 1 mark

Select which among the following cannot be purchased through money. Choose the correct option: I. Full protection from infectious diseases II. A pollution-free atmosphere III. High quality education IV. A luxury home

  • I and III
  • III and IV
  • I and IV
  • I and II

CBSE 2023 · Set 31/5/3 · 1 mark

Find out which among the following cannot be purchased through money. Choose the correct option: I. Full protection from infectious diseases II. A pollution-free atmosphere III. High quality education IV. A luxury home

  • I and III
  • III and IV
  • I and IV
  • I and II

Class 10 Social Science Previous Year Questions, Chapter-wise

All 805 CBSE board questions from 2022–2026, sorted by chapter and question type. Free PDF download.

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