SECTION-I

Q:1 Define the following terms (any five): 10

a) Management

Management is the process of planning, organizing, directing, and controlling resources—such as people, time, and materials—to achieve specific goals efficiently and effectively. Example : In nursing, management involves coordinating patient care, staff duties, and ward resources to ensure smooth and quality healthcare delivery.

b) Negligence

Negligence is the failure to take proper care in doing something, which results in harm or injury to another person. In nursing, it refers to not performing duties with the expected level of care, leading to patient harm. Example : If a nurse forgets to give prescribed medication and the patient’s condition worsens, it is considered nursing negligence

c) Selection

Selection is the process of choosing the most suitable candidate from a pool of applicants for a specific job or role, based on qualifications, skills, and performance in tests or interviews. Example : In nursing, selection involves appointing a qualified nurse from a list of applicants after evaluating educational background, experience, and interview performance.

d) Recruitment

Recruitment is the process of attracting and inviting qualified candidates to apply for jobs in an organization to fill existing or future vacancies. Example : In a hospital, recruitment may involve advertising for staff nurses, collecting applications, and shortlisting suitable candidates for selection.

e) Supervision

Supervision is the process of guiding, overseeing, and evaluating the performance of employees or subordinates to ensure that tasks are carried out effectively, safely, and according to standards. Example : In nursing, supervision involves a senior nurse observing and guiding junior staff to ensure proper patient care and adherence to protocols.

F) Human Relation

Human relation refers to the interpersonal relationships and social interactions among individuals in a workplace or organization. It focuses on cooperation, communication, mutual respect, and understanding to promote a positive and productive environment. Example : In nursing, good human relations help build teamwork, trust, and better nurse-patient communication, leading to improved patient care.

Q:2 Write Short Notes on the following. (any three): 18

a) Principles of Management.

Principles of Management are the fundamental truths, guidelines, or rules that guide managers in planning, organizing, directing, and controlling organizational activities. These principles help ensure efficiency, consistency, and success in achieving goals.

Division of Work

Work should be divided among individuals and departments according to their expertise, qualification, and interest. Specialization increases output by making employees more efficient.

Example :
In a multi-specialty hospital, tasks are divided—surgical nurses assist in OT, ICU nurses handle critical care, while general ward nurses manage routine care.

Authority and Responsibility

Managers must have the authority to give orders, but they also must bear responsibility for results. Authority without responsibility leads to misuse, and responsibility without authority leads to frustration.

Example :
A nurse in-charge can delegate duties and must ensure tasks are completed during the shift.

Discipline

Discipline involves respect for rules, punctuality, and proper behavior. It is essential for a healthy organizational culture.

Example :
In a hospital, nurses must follow sterilization protocols and wear PPE to maintain infection control, even if the patient load is high.

Unity of Command

Each employee should receive orders from only one superior to avoid confusion, conflict, and duplication of work.

Example :
A ward nurse should not receive conflicting orders from two doctors; only the assigned physician should guide the nurse for a specific patient.

Unity of Direction

All activities with the same objective should be directed by one plan and one head to ensure coordination and focus.

Example :
In an immunization campaign, there should be one coordinator for all departments including community health workers, nurses, and educators.

Subordination of Individual Interest to General Interest

The interest of the organization must take precedence over personal interests to maintain discipline and harmony.

Example :
A staff nurse may prefer a day shift, but if required for a night emergency, she should prioritize patient care.

Remuneration

Employees must be fairly compensated for their services. Fair remuneration boosts morale and loyalty.

Example :
Government nurses are paid risk allowances when working in high-risk zones during outbreaks like COVID-19.

Centralization and Decentralization

Centralization means decision-making is retained at the top level. Decentralization allows subordinates to make decisions. A balance is ideal.

Example :
Policy decisions like hospital budgets are centralized, but routine tasks like patient admission are decentralized to reception or OPD nurses.

Scalar Chain

A clear chain of command should exist. Communication should flow orderly from top to bottom unless an emergency requires direct contact.

Example :
In critical events, a nurse may directly call the medical superintendent bypassing the chain, but normally communication flows through the hierarchy.

Order

There should be a place for everything and everyone, and everything should be in its place.

Example :
In OT, surgical tools are arranged systematically in trays; nurses are assigned fixed responsibilities like instrument count and sterile field management.

Equity

Managers should treat employees fairly and respectfully. This builds trust and job satisfaction.

Example :
Two staff members who committed the same error are given the same warning or disciplinary action—no bias.

Stability of Tenure

Frequent turnover harms efficiency. Employees should be given time to adjust and perform.

Example :
A stable nursing staff in ICU improves patient outcomes and builds teamwork.

Initiative

Encourage employees to take initiative and come up with ideas. It improves motivation and innovation.

Example :
A nurse designs a better handover sheet format to improve documentation, and management supports its trial.

Esprit de Corps

Team spirit and unity among staff promote harmony and success.

Example :
Nurses help each other during mass casualty events, even if it’s outside their shift.

b) PERT

Definition

PERT (Programme Evaluation and Review Technique) is a project management tool used to plan, schedule, and control complex tasks or projects. It helps estimate the minimum time required to complete a project by analyzing all the individual activities and their dependencies.

Key Features of PERT :

• Used for non-routine, one-time projects, such as construction, research, or health program implementation.

• It focuses on time estimation, particularly when the duration of activities is uncertain.

• It is a network-based technique that shows the sequence of activities from start to finish.

Time Estimates in PERT

PERT uses three time estimates for each activity :

Optimistic Time (O) :
The minimum time required to complete an activity if everything goes perfectly.

Most Likely Time (M) :
The best estimate of the time required, assuming normal conditions.

Pessimistic Time (P) :
The maximum time required if things go wrong.

Steps in PERT

• Identify all activities required for the project.

• Determine sequence and dependencies.

• Estimate time durations (O, M, P).

• Construct the PERT chart (network diagram).

• Identify the critical path – the longest path through the network.

• Monitor the project to ensure timely completion.

Importance of PERT in Nursing/Healthcare

• Planning hospital construction, outreach health programs, training schedules, and disaster management drills.

• Helps in efficient use of time and resources.

• Ensures timely completion of nursing education projects and research.

c) Steps of Curriculum Development.

Curriculum development is the systematic process of designing, organizing, implementing, and evaluating learning experiences to achieve specific educational goals and outcomes.

Major Steps of Curriculum Development

Needs Assessment / Situational Analysis :

• Identify the educational needs of learners, society, and the profession (e.g., nursing).

• Analyze the current situation, available resources, and future demands.

Formulation of Aims, Goals, and Objectives :

• Define broad aims, general goals, and specific learning objectives.

• Ensure alignment with professional standards, such as those set by INC (Indian Nursing Council).

Selection of Content :

• Choose relevant and evidence-based subject matter that supports the objectives.

• Content should be accurate, updated, and culturally appropriate.

Organization of Content :

• Arrange topics in a logical, progressive order – from simple to complex, known to unknown, theory to practice.

• Ensure continuity, integration, and balance.

Selection of Learning Experiences (Methods and Strategies) :

• Choose appropriate teaching-learning methods (e.g., lectures, demonstrations, clinical practice).

• Must cater to different learning styles and promote active participation.

Organization of Learning Experiences :

• Coordinate learning experiences with the content and learning outcomes.

• Plan for time allocation, clinical postings, labs, and practical sessions.

Evaluation and Feedback :

• Develop tools and strategies to assess learning outcomes (written exams, OSCEs, skill checklists).

• Gather feedback from students and faculty to revise and improve the curriculum.

d) Characteristics of Professional Nurse.

A professional nurse is one who possesses scientific knowledge, clinical skills, ethical behavior, and a commitment to patient care, and who practices nursing according to professional standards and code of ethics.

Characteristics of a Professional Nurse

Competence :

• A professional nurse has up-to-date knowledge, clinical expertise, and critical thinking skills necessary for providing safe and effective care.

Accountability and Responsibility :

• Accepts full responsibility for her actions, decisions, and patient outcomes.

• Maintains documentation and follows legal standards of practice.

Compassion and Empathy :

• Understands and shares emotions and concerns of patients, treating them with kindness and respect.

Ethical and Legal Practice :

• Follows the nursing code of ethics, maintains confidentiality, and respects patient rights.

Good Communication Skills :

• Clearly and respectfully communicates with patients, families, and the healthcare team.

• Practices active listening and therapeutic communication.

Lifelong Learning :

• Engages in continuous professional development to improve skills and adapt to advancements in healthcare.

Team Spirit and Collaboration :

• Works efficiently with the healthcare team, promoting coordination and patient-centered care.

Leadership and Decision-Making :

• Demonstrates confidence, problem-solving ability, and leadership, especially in critical situations.

Cultural Sensitivity :

• Respects and accommodates diverse cultural, religious, and personal values of patients.

Professional Appearance and Behavior

• Maintains neat appearance, punctuality, discipline, and a positive attitude in the workplace.

Q:3 A) Define Budget. 2

A budget is a financial plan that outlines the expected income and expenditure for a specific period of time. It is used to allocate resources, control costs, and ensure that spending does not exceed available funds. A budget is a planned estimate of how much money will be received (income) and how much will be spent (expenses) over a certain time frame (monthly, quarterly, yearly).

B) Discuss Budgeting process. 8

Steps of the Budgeting Process

Assessment of Needs / Planning :

• Identify objectives, programs, and activities for the upcoming period (e.g., hiring, training, equipment purchase).

• Analyze past expenditures, current trends, and future goals.

• Assess the needs of departments like nursing, pharmacy, ICU, etc.

Estimation of Income and Expenditure :

• Estimate expected income (grants, donations, government funds, service charges).

• Forecast expenditure (salaries, supplies, maintenance, utilities).

• Use historical data and cost trends to ensure realistic figures.

Preparation of the Budget :

• Develop a detailed budget proposal by department heads or finance officers.

• Classify into categories : capital, operating, recurring, non-recurring, etc.

• Prepare item-wise cost estimation (e.g., for medical equipment, medicines, training programs).

Review and Approval :

• Submit the proposed budget to administration or finance committee.

• Review for accuracy, feasibility, and alignment with goals.

• Revise if needed and obtain official approval.

Implementation :

• Allocate approved funds to departments.

• Begin spending as per the budget plan.

• Ensure resource utilization aligns with planned activities and targets.

Monitoring and Control :

• Keep track of actual income and expenses against budgeted amounts.

• Identify any deviations or overspending early.

• Use financial reports, audits, and supervision to maintain control.

Evaluation and Feedback :

• At the end of the budget period, evaluate budget performance.

• Analyze variance between planned and actual spending.

• Use findings to improve future budgeting cycles.

SECTION-II

Q:4 Define Material Management. Discuss methods of Inventory Control. 07

Material Management

Material Management is the systematic process of planning, procuring, storing, distributing, and controlling materials and supplies used in an organization, especially in hospitals, to ensure the right materials are available at the right time, in the right quantity, and at the right cost.

Methods of Inventory Control

Inventory control is the process of monitoring, managing, and regulating the supply of materials (like drugs, equipment, linens) to ensure adequate availability, reduce wastage, and avoid overstocking or stockouts. Common methods of Inventory control :

ABC Analysis (Always, Better, Control)

• Items are categorized based on their cost and consumption value:

• A-items: High-cost, low-quantity items (e.g., ventilators) – tight control

• B-items: Moderate-cost, moderate quantity – moderate control

• C-items: Low-cost, high-quantity items (e.g., syringes, gloves) – simple control

VED Analysis (Vital, Essential, Desirable)

• Based on criticality of items in patient care :

• Vital – Without them, patient life is at risk (e.g., oxygen cylinders)

• Essential – Necessary for treatment but not immediately life-threatening

• Desirable – Not urgently required (e.g., decorative items or extras)

FIFO (First-In, First-Out)

• Old stock is used first before newer stock.

• Important for perishable or time-sensitive items (e.g., medications, dressings).

LIFO (Last-In, First-Out)

• Most recently purchased stock is used first.

• Rarely used in healthcare as it may cause wastage of older items.

EOQ (Economic Order Quantity)

• Calculates the ideal quantity to order that minimizes total inventory costs (ordering + holding cost).

• Useful for budget management.

Two-Bin System

• Inventory is stored in two bins:

• One bin for active use

• Second bin for backup stock

• When the first bin is empty, a reorder is triggered.

Minimum–Maximum System

• Stock is maintained between a minimum and maximum level.

• Reorder point is when stock reaches the minimum level.

Or

Define Adult Education. Discuss Principles of Adult Education.

Adult education

Adult education refers to the practice of teaching and educating adults, typically outside the traditional school system. It includes formal, non-formal, and informal learning activities aimed at improving the skills, knowledge, attitudes, and values of adults. It is also known as continuing education, lifelong learning, or non-formal education.

Principles of Adult Education

Need-Based Learning

• Adult education must focus on real-life problems and needs of the learners.

• Learning should be goal-oriented and directly applicable to work, health, or personal life.

Respect for Learner’s Experience

• Adults bring rich experiences that should be acknowledged, shared, and integrated into learning.

• Experience becomes a foundation for building new knowledge.

Self-Directed Learning

• Adults prefer to be independent in their learning.

• They must be given the opportunity to participate in planning, decision-making, and pace of learning.

Readiness to Learn

• Adults are motivated to learn when they see a clear reason or benefit, such as solving a problem or improving their job.

Problem-Centered Approach

• Learning should be focused on solving problems, not just memorizing facts.

• Emphasize application rather than theoretical knowledge.

Motivation and Reinforcement

• Adults are more influenced by internal motivation (e.g., self-respect, health improvement) than external rewards.

• Use positive reinforcement to maintain interest.

Immediate Application

• Adults want to apply what they learn immediately in daily life.

• Teach using real-world examples, role plays, and practical exercises.

Mutual Respect and Participation

• Teachers should act as facilitators, not authorities.

• Encourage two-way communication and active involvement.

Q:5 Write short notes on following (any three): 15

a) Methods of Patient Assignment

Patient assignment methods refer to the ways in which nursing staff are assigned to care for patients during a shift. The goal is to ensure effective, continuous, and safe care through proper distribution of nursing responsibilities.

Main Methods of Patient Assignment

1️⃣ Functional Method

Each nurse is assigned specific tasks rather than specific patients.

Example: One nurse gives all injections; another does vital signs.

🟢 Advantages:

Efficient use of untrained staff

Easy to supervise

🔴 Disadvantages:

Fragmented care

Lack of personal nurse-patient relationship

2️⃣ Case Method / Total Patient Care:
One nurse is responsible for all aspects of care for one or more patients during a shift.

🟢 Advantages:

Holistic, personalized care

High accountability

🔴 Disadvantages:

Costly

Requires more skilled nurses

3️⃣ Team Nursing:
A team led by a senior RN works together to care for a group of patients.

Tasks are assigned based on each member’s role.

🟢 Advantages:

Encourages collaboration

Efficient use of skills

🔴 Disadvantages:

Requires strong leadership

Communication gaps may occur

4️⃣ Primary Nursing:
One nurse is assigned to a patient from admission to discharge and is responsible for developing and coordinating the care plan.

🟢 Advantages:

Strong nurse-patient bond

High continuity of care

🔴 Disadvantages:

Not feasible in understaffed settings

High responsibility on one nurse

5️⃣ Modular Nursing:
A modified form of team nursing, where care is provided in geographic zones or modules.

🟢 Advantages:

Efficient time use

Less walking and better supervision

🔴 Disadvantages:

Needs good coordination

Limited flexibility

b) Discuss Leadership Styles.

Definition:
Leadership style refers to the approach or method a leader uses to direct, guide, motivate, and manage people. Different leadership styles influence the work environment, team performance, and decision-making process.

📚 Common Leadership Styles in Nursing and Healthcare:
1️⃣ Autocratic (Authoritarian) Leadership:
The leader makes all decisions alone without input from staff.

Strict control over tasks and procedures.

🟢 Advantages:

Quick decision-making

Useful in emergencies or with untrained staff

🔴 Disadvantages:

Reduces team morale and creativity

Staff may feel ignored or dissatisfied

2️⃣ Democratic (Participative) Leadership:
The leader encourages team participation in decision-making.

Open communication is promoted.

🟢 Advantages:

Boosts morale, motivation, and teamwork

Better staff satisfaction and cooperation

🔴 Disadvantages:

Slower decision-making

May not be effective in urgent situations

3️⃣ Laissez-Faire (Free-Rein) Leadership:
The leader gives full freedom to staff to make decisions and work independently.

Minimal supervision.

🟢 Advantages:

Encourages independence and innovation

Good for experienced and self-motivated teams

🔴 Disadvantages:

Lack of direction or accountability

Poor outcomes if staff are not competent

4️⃣ Transactional Leadership:
Based on rewards and punishments to motivate staff.

Focuses on clear roles, structure, and performance.

🟢 Advantages:

Clear goals and expectations

Good for routine tasks and structured settings

🔴 Disadvantages:

Little focus on individual growth or long-term vision

May reduce creativity

5️⃣ Transformational Leadership:
Inspires and motivates staff to achieve more than expected.

Focuses on vision, innovation, and personal development.

🟢 Advantages:

Builds commitment and high performance

Encourages leadership in others

🔴 Disadvantages:

May not be suitable for routine or less motivated staff

Requires a highly skilled leader

c) Group Dynamics

Definition:
Group dynamics refers to the behavior, attitudes, and psychological processes that occur within a social group, or between groups. It studies how individuals interact, influence each other, and function collectively as a group.

🔍 Key Elements of Group Dynamics:
✅ Group Formation:

Groups are formed to achieve specific goals, share information, or provide support.

Formed either formally (e.g., committees) or informally (e.g., friend circles).

✅ Group Roles:

Members take on specific roles such as leader, coordinator, follower, etc., which influence group functioning.

✅ Norms and Rules:

Every group develops rules, norms, and expectations that guide member behavior.

✅ Group Cohesion:

The strength of relationships and sense of belongingness among members. High cohesion leads to better performance and satisfaction.

✅ Communication Patterns:

The way information is shared and exchanged—whether open, restricted, one-way, or two-way—affects group effectiveness.

✅ Conflict and Decision-Making:

Group dynamics includes how conflicts are resolved and how group decisions are made—by consensus, voting, or leadership.

🎯 Importance of Group Dynamics in Healthcare/Nursing:
Enhances teamwork and collaboration

Promotes effective communication

Encourages problem-solving and decision-making

Helps in managing conflict resolution

Builds a positive, productive work environment

d) Performance appraisal

Definition:
Performance Appraisal is a systematic evaluation of an employee’s job performance, abilities, behavior, and contributions to the organization over a specific period of time.

✅ It helps in assessing strengths and weaknesses, providing feedback, and identifying areas for training, promotion, or improvement.

🎯 Objectives of Performance Appraisal:
To evaluate employee performance against set standards.

To provide constructive feedback for professional growth.

To identify training and development needs.

To support decisions regarding promotions, increments, and transfers.

To enhance communication between staff and management.

🩺 Importance in Nursing and Healthcare:
Ensures quality patient care by evaluating nursing staff competence.

Encourages accountability and motivation.

Helps identify staff shortages or skill gaps.

Improves team performance and discipline.

🔍 Methods of Performance Appraisal:
Rating Scales – Numerical scoring of traits like punctuality, skill, attitude

Checklist Method – Marking yes/no to a set of behaviors

Critical Incident Method – Evaluating based on key events or actions

360-Degree Feedback – Getting input from supervisors, peers, and patients

Self-Appraisal – Employee reflects on their own performance

Q:6 Answer the following (any three): 15

a) Functions of Management.

Management is the process of planning, organizing, directing, and controlling the efforts of people and resources to achieve organizational goals efficiently.

🔧 Five Major Functions of Management:
1️⃣ Planning:
Involves setting goals, forecasting future needs, and determining the best course of action.

Example: Planning staff duties, patient care schedules, and budgeting.

2️⃣ Organizing:
Arranging resources (staff, equipment, funds) and assigning tasks to achieve goals.

Ensures clear roles and responsibilities within the team or department.

3️⃣ Staffing:
Involves recruiting, selecting, training, and retaining the right personnel.

Ensures the right person is in the right job at the right time.

4️⃣ Directing (Leading):
Guiding and motivating employees, supervising work, and maintaining discipline.

Includes communication, leadership, and coordination.

5️⃣ Controlling:
Monitoring performance and ensuring that actual results match the planned goals.

Includes evaluation, feedback, audits, and corrective actions if needed.

b) Recruitment Process.

Recruitment is the process of identifying, attracting, and encouraging potential candidates to apply for job vacancies in an organization. It is the first step in the employment process and helps ensure the availability of skilled manpower.

🪜 Steps of the Recruitment Process:
1️⃣ Identifying the Vacancy:
The process begins with identifying a vacant position due to retirement, resignation, new services, or expansion.

The department sends a staff requisition to HR.

2️⃣ Job Analysis and Job Description:
Conduct a job analysis to define the roles, responsibilities, qualifications, and skills needed.

Prepare a job description and job specification.

3️⃣ Sourcing Candidates:
Decide on internal sources (promotions, transfers) or external sources (advertisements, job portals, nursing colleges, employment agencies).

4️⃣ Advertisement of Vacancy:
Publicize the vacancy through notices, newspapers, websites, or recruitment boards.

Include details like position, eligibility, salary, and how to apply.

5️⃣ Receiving Applications:
Accept resumes and application forms from interested candidates.

Create a pool of applicants.

6️⃣ Screening and Shortlisting:
Evaluate applications to select eligible candidates based on qualifications, experience, and suitability.

Shortlist for the next stage (usually a test or interview).

7️⃣ Selection Process:
Conduct written tests, interviews, or skill assessments to evaluate the best candidate.

Final selection is made based on performance and fit.

8️⃣ Job Offer and Appointment:
Issue a job offer letter to the selected candidate.

After acceptance, complete joining formalities and orientation.

c) Indian Nursing Council (INC)

• The Indian Nursing Council (INC) is a statutory autonomous body under the Ministry of Health and Family Welfare, Government of India, constituted by the Indian Nursing Council Act of 1947.
• It was established to ensure uniform standards of nursing education and practice throughout the country.

Objectives of INC

• To regulate and maintain uniform standards of nursing education.
• To recognize nursing qualifications for registration and employment across India.
• To prescribe syllabi and regulations for nursing programs.
• To inspect nursing institutions and grant or withdraw recognition.
• To maintain the Indian Nurses Register (INR).

Functions of Indian Nursing Council

1️⃣ Prescribes Curriculum
INC designs and prescribes the syllabus and regulations for various nursing programs like ANM, GNM, BSc Nursing, MSc Nursing, etc., to ensure standardized education nationwide.

2️⃣ Recognizes Nursing Institutions
It grants recognition or withdrawal of recognition to nursing schools and colleges based on infrastructure, faculty, and clinical facilities.

3️⃣ Registers Nurses at National Level
INC maintains a Central Register of Nurses and provides guidelines for the registration of qualified nurses across India.

4️⃣ Inspects Institutions
The Council conducts regular inspections of nursing institutions to assess compliance with standards and regulations.

5️⃣ Promotes Research and Development
It encourages research activities and the development of new teaching methods and clinical practices in nursing.

6️⃣ Sets Examination Guidelines
INC frames rules regarding conduct, evaluation, and eligibility of students for examinations in nursing courses.

7️⃣ Regulates Professional Conduct
It lays down the code of ethics and professional conduct for nurses and midwives to promote ethical practice.

8️⃣ Coordinates with State Nursing Councils
INC works in collaboration with State Nursing Councils to maintain uniformity in registration and education standards.

d) Consumer Protection Act.

• The Consumer Protection Act, 2019 is a comprehensive legislation passed by the Parliament of India to provide a legal framework for protecting the rights of consumers and to offer mechanisms for speedy redressal of consumer grievances. This Act replaced the earlier Consumer Protection Act of 1986 and came into effect on 20th July 2020.
• With the growth of digital commerce, healthcare services, and market complexity, this law became necessary to address modern-day consumer challenges, including misleading advertisements, unfair trade practices, and medical negligence.

Purpose and Objectives of the Act

• To protect consumers from defective products and deficient services.
• To prevent unethical and unfair trade practices.
• To ensure that consumers get accurate information about goods and services.
• To provide easy access to legal remedies for grievances through consumer courts.
• To bring accountability in service sectors such as healthcare, education, banking, and e-commerce.

Features of the Consumer Protection Act, 2019

Wider Definition of Consumer :

A consumer is any person who buys goods or avails services for consideration. The Act now includes offline and online transactions, such as teleshopping, direct selling, and online platforms.

Covers All Services, Including Healthcare :

The Act applies to public and private healthcare institutions, meaning patients can seek compensation for medical negligence or poor care.

Establishment of Central Consumer Protection Authority (CCPA) :

A regulatory body to promote, protect, and enforce the rights of consumers and investigate unfair trade practices.

Three-Tier Consumer Dispute Redressal System :

District Commission – for cases up to ₹50 lakhs

State Commission – for cases between ₹50 lakhs to ₹2 crores

National Commission – for cases above ₹2 crores

E-filing and Video Hearings :

Consumers can now file complaints online and even attend hearings via video conferencing, enhancing convenience and access to justice.

Mediation for Out-of-Court Settlements :

If both parties agree, the case can be resolved through mediation cells, reducing legal burden and time.

Product Liability :

Manufacturers, sellers, and service providers are now liable for any harm caused due to faulty products or poor service, even without direct contact with the consumer.

Strict Penalties for Misleading Advertisements :

Celebrities, influencers, or companies endorsing false claims can be fined or jailed under this Act.

Consumer Rights Guaranteed under CPA, 2019

Right to Safety – Protection against hazardous goods and services.

Right to Information – About quality, quantity, purity, and pricing.

Right to Choice – Access to variety without pressure or monopoly.

Right to Be Heard – Consumer interests must be considered.

Right to Seek Redressal – Quick and fair resolution of complaints.

Right to Consumer Education – Awareness about rights and responsibilities.

Example

If a nurse administers a wrong injection and the patient suffers harm, the patient can file a case in the District Consumer Commission, and the hospital/nurse may be held liable for compensation and disciplinary action.