The Online Consumer Forum, Bhonko believes in providing a common platform for posting complaints against any kind of products or services associated with multinational brands, public or private enterprises.

1. Procedure for Filling a Complaint atProcedure for Filling a Complaint at
the Online Consumer Forumthe Online Consumer Forum
Bhonko – Power Your VoiceBhonko – Power Your Voice

2. Bhonko is an Online ConsumerBhonko is an Online Consumer
Forum in India. TheForum in India. The
Online Consumer Forum believesOnline Consumer Forum believes
in providing a common platformin providing a common platform
for posting complaints againstfor posting complaints against
any kind of products or servicesany kind of products or services
associated with multinationalassociated with multinational
brands, public or privatebrands, public or private
enterprises. The platform alwaysenterprises. The platform always
helps in maintaining andhelps in maintaining and
regulating the business andregulating the business and
consumer relationships.consumer relationships.
Online Consumer ForumOnline Consumer Forum
(Bhonko)(Bhonko)
www.bhonko.inwww.bhonko.in

3. Government Organization
Clothing Shoes & Accessories
Education Telecommunication
Any Type Complaints
www.bhonko.inwww.bhonko.in

4. Who is Consumer?Who is Consumer?
 A consumer refers to a person who buys anyA consumer refers to a person who buys any
commodity and also is a user of such commoditycommodity and also is a user of such commodity
or service.or service.
 A person is considered to be a consumer if heA person is considered to be a consumer if he
buys capital goods in order to provide servicesbuys capital goods in order to provide services
to other individuals.to other individuals.
www.bhonko.inwww.bhonko.in

5. Any person who fulfills the below mentioned conditions
can claim himself as a consumer-
-The services must be provided to him
-The person has paid for the service.
www.bhonko.inwww.bhonko.in

6. FACTORS LEADING TO CONSUMERFACTORS LEADING TO CONSUMER
EXPLOITATION –EXPLOITATION –
(i)(i) Deceptive and Misleading techniques -Deceptive and Misleading techniques - ThisThis
technique is considered to be illegal in case of any businesstechnique is considered to be illegal in case of any business
establishment.establishment.
www.bhonko.inwww.bhonko.in

7. (iii)(iii) False Warranties or GuaranteesFalse Warranties or Guarantees –– This mayThis may
be considered as an unfair business practice or a type of fraud. Abe considered as an unfair business practice or a type of fraud. A
warranty is violated when a promise between a buyer and a shopkeeperwarranty is violated when a promise between a buyer and a shopkeeper
is broken.is broken.
www.bhonko.inwww.bhonko.in

8. (ii)(ii) Adulteration –Adulteration – Adulteration is a legal term which statesAdulteration is a legal term which states
that a specific product fails to meet federal and state standards. It isthat a specific product fails to meet federal and state standards. It is
addition of an alternate substance to a food item in order to increase itsaddition of an alternate substance to a food item in order to increase its
quantity both in prepared as well as raw forms.quantity both in prepared as well as raw forms.
www.bhonko.inwww.bhonko.in

9. (iv)(iv) Black Marketing –Black Marketing – Black market represents an illegalBlack market represents an illegal
trading of any goods or service. The basic motive is to avoid taxes andtrading of any goods or service. The basic motive is to avoid taxes and
regulations. It is a subset of an informal economy.regulations. It is a subset of an informal economy.
www.bhonko.inwww.bhonko.in

10. Consumer Protection Act 1986Consumer Protection Act 1986
 This is a social, legislative Act.This is a social, legislative Act.
 The act enables general customers to secureThe act enables general customers to secure
less expensive and speedy Redressal of theirless expensive and speedy Redressal of their
grievances.grievances.
 This Act is applicable throughout the countryThis Act is applicable throughout the country
except Jammu and Kashmir.except Jammu and Kashmir.
www.bhonko.inwww.bhonko.in

11. Salient Features of the ActSalient Features of the Act ––
 The Act covers all public sector, private sector andThe Act covers all public sector, private sector and
cooperative organizations.cooperative organizations.
 This act applies to all goods and services.This act applies to all goods and services.
 It ensures consumer rights.It ensures consumer rights.
 Provisions are contemporary in nature.Provisions are contemporary in nature.
www.bhonko.inwww.bhonko.in

12. Consumer Rights –Consumer Rights –
(i) Right to choose – It ensure Right to be assured i.e. to have
variety of goods and services at competitive prices.
www.bhonko.inwww.bhonko.in

13. (ii)(ii) Right to be heard -Right to be heard - It ensures that consumers will receive dueIt ensures that consumers will receive due
consideration at appropriate forums. It helps consumers for posting their complaintsconsideration at appropriate forums. It helps consumers for posting their complaints
significantly. To raise a voice against companies or their products and ensures thatsignificantly. To raise a voice against companies or their products and ensures that
consumer issues can be handled in an efficientconsumer issues can be handled in an efficient way.way.
www.bhonko.inwww.bhonko.in

14. (iii)(iii) Right to SafetyRight to Safety –– The right ensures protection against marketingThe right ensures protection against marketing
of goods and services which pose a danger to life and property. It is applicableof goods and services which pose a danger to life and property. It is applicable
to areas like pharmaceuticals, health care and food processing.to areas like pharmaceuticals, health care and food processing.
www.bhonko.inwww.bhonko.in

15. (iv)(iv) Right to InformationRight to Information –– It ensures right to get informationIt ensures right to get information
pertaining to purity, potency, standard and quantity. It ensurespertaining to purity, potency, standard and quantity. It ensures
consumers to have simple access to information which proves to be veryconsumers to have simple access to information which proves to be very
significant for them.significant for them.
www.bhonko.inwww.bhonko.in

16. (v(v) Right to Redressal) Right to Redressal-- This right ensures Redressal againstThis right ensures Redressal against
unfair trade practices or restrictive trade practices. The government ofunfair trade practices or restrictive trade practices. The government of
India has been more successful with regard to this act.India has been more successful with regard to this act.
www.bhonko.inwww.bhonko.in

17. Responsibilities of a ConsumerResponsibilities of a Consumer ––
Before buying any product, the Consumer must be ConsciousBefore buying any product, the Consumer must be Conscious
about its quality. He/ she should verify the Quality marks suchabout its quality. He/ she should verify the Quality marks such
as-as-
 Agmark
 ISI
 FPO
 BIS
www.bhonko.inwww.bhonko.in

18. Remedies Under Consumer Protection ActRemedies Under Consumer Protection Act
 Replace the goods.Replace the goods.
 Remove the defects in the product.Remove the defects in the product.
 Return the price paid to the complainant.Return the price paid to the complainant.
 Issue of corrective advertisement.Issue of corrective advertisement.
 Not to offer hazardous goods for sale.Not to offer hazardous goods for sale.
www.bhonko.inwww.bhonko.in

19. Consumer AwarenessConsumer Awareness ––
 Online- Website and social networking sites.Online- Website and social networking sites.
 Universities- E.g. Jawaharlal Nehru University,Universities- E.g. Jawaharlal Nehru University,
Delhi UniversityDelhi University
 TV and FM RadioTV and FM Radio
 Poster and banners at public places.Poster and banners at public places.
 Magazines and NewspapersMagazines and Newspapers
www.bhonko.inwww.bhonko.in

20. Procedure for filing complaints atProcedure for filing complaints at
BhonkoBhonko ––
 Consumers need to visit Bhonko.Consumers need to visit Bhonko.
 Consumers need to post complaints against privateConsumers need to post complaints against private
companies or public enterprises.companies or public enterprises.
 After that, the team of the Online Consumer Forum willAfter that, the team of the Online Consumer Forum will
refer the complaint directly to competent authority of therefer the complaint directly to competent authority of the
company.company.
www.bhonko.inwww.bhonko.in

21.  Bhonko team will ask for the inconvenience being caused to
the person. The team will keep a follow up with the company.
 Finally, the Consumer Forum India Online Complaint
Cell will assist the person in approaching the consumer
court.
www.bhonko.inwww.bhonko.in