Which of the following actions by a service provider

Solution

Section 2(11) defines "deficiency" as imperfection, fault, or inadequacy in quality or manner of performance required by law or contract, and expressly includes: (a) any act of negligence or omission or commission causing loss or injury to consumer; and (b) deliberate withholding of relevant information to the consumer. Notably, the provision requires actual causation between the act/omission and consumer loss. Services rendered free of charge or under a pure contract of personal service are excluded from this definition. Deficiency covers service sectors including banking, insurance, transportation, hospitality, education, and utilities. The consumer need not prove negligence; deficiency can arise from mere non-performance or inadequate performance.