All you need to know about Filing a Consumer Complaint in India

Last Updated at: January 08, 2020
293
All you need to know about filing a consumer complaint in India

Generally, once the consumer aggrieved by the violation of certain consumer rights or by any other means can file a complaint to both offline and online.  The department of consumer affairs has launched an online portal called INGRAM (Integrated Grievance Redress Mechanism) to redress the grievance faced by the consumer lay–to-lay basis. This blog will clearly explain the procedure to file the consumer grievance online.

Firstly, we dealt with the term consumer and their rights.  The term “consumer” has a statutory definition under section 2(7) of the Consumer Protection Act 2019.  But, in general, a consumer is defined as a person who buys any goods or services for a consideration in transactions through all modes both offline and online.

“Consumer” means any person who—

(i) buys any goods for a consideration which has been paid or promised or partly paid and partly promised, or under any system of deferred payment and includes any user of such goods other than the person who buys such goods for consideration paid or promised or partly paid or partly promised, or under any system of deferred payment, when such use is made with the approval of such person but does not include a person who obtains such goods for resale or for any commercial purpose; or

(ii) hires or avails of any service for a consideration which has been paid or promised or partly paid and partly promised, or under any system of deferred payment and includes any beneficiary of such service other than the person who hires or avails of the services for consideration paid or promised, or partly paid and partly promised, or under any system of deferred payment, when such services are availed of with the approval of the first-mentioned person, but does not include a person who avails of such service for any commercial purpose.

“Consumer rights” includes,—

(i) the right to be protected against the marketing of goods, products or services which are hazardous to life and property;

(ii)  the right to be informed about the quality, quantity, potency, purity, standard and price of goods, products or services, as the case may be, so as to protect the consumer against unfair trade practices;

(iii) the right to be assured, wherever possible, access to a variety of goods, products or services at competitive prices;

(iv) the right to be heard and to be assured that consumer’s interests will receive due consideration at appropriate fora;

(v) the right to seek redressal against unfair trade practice or restrictive trade practices or unscrupulous exploitation of consumers; and

(vi) the right to consumer awareness;

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RIGHTS OF CONSUMER:

There are 6 consumer rights which have been defined under section 2(9) of the Consumer Protection Act, 2019.  They are:

1. Right to safety
2. Right to be informed
3. Right to choose
4. Right to be heard
5. Right to seek redressal
6. Right to consumer education

PROCEDURE FOR FILING ONLINE COMPLAINT:

In the case of violation of the above-mentioned consumer rights or any other grievances, the consumer can file a complaint online portal called INGRAM (Integrated Grievance Redress Mechanism) for the redressal of their grievances. www.consumerhelpline.gov.in

The above-mentioned link is used for filing an online complaint. One time registration is required for lodging the Grievance. For the registration go to the above-mentioned link in the top right corner there is an option called “user login”. After clicking the user login,

Step 1:

The consumer has to enter the details like name, gender, e-mail id, password etc. for sign up. And the same can be verified through consumer email. Then the User ID and password are created.

Step 2:

Using the User ID and password for login and enter into the portal, there is a form called “Grievance Registration Form”. The consumer has to fill the form with their grievances by attaching the necessary documents (if available) after filling the form with due care and submit the same.

Step 3:

After the submission of grievances through this portal will get a unique docket number and the grievances received will send to the concerned company /agency /regulator/ ombudsman for the speedy redressal. Action taken will also be updated on a real-time basis.

Once the grievances have been registered, the consumer can track the grievances from the portal under the link of Track your Grievance. All types of grievances relating to the Consumer Issues can be registered in this portal. Any aggrieved consumer can register his/her grievance. The main aim behind the launching of this online portal is to bring all stakeholders such as Consumers, Central and State Government agencies, Ombudsman etc. all under a single roof. And this portal will also help in creating awareness among the consumers. It helps in protecting their rights and know about their responsibilities.

Each and every grievance received through this portal will be taken up to the concerned company/agency for speedy disposal. The maximum time limit to arrive at a logical conclusion is 60 days. This portal will make their best efforts to get the grievances redressed by the concerned authorities. But all the grievances may not be fully or satisfactorily resolved. In the case, if the consumer grievance could not be redressed to the full satisfaction, a consumer can approach the appropriate consumer commission/forum.

The main reason behind the launching of this online portal or website by the Department of Consumer Affairs is to create awareness and give some sort of advice to consumers relating to their own rights and responsibilities and to redress the consumer grievances in a simple and smooth manner. This online filing method is also considered as less time consuming compared to the offline method of filing a complaint.

 

All you need to know about Filing a Consumer Complaint in India

293

Generally, once the consumer aggrieved by the violation of certain consumer rights or by any other means can file a complaint to both offline and online.  The department of consumer affairs has launched an online portal called INGRAM (Integrated Grievance Redress Mechanism) to redress the grievance faced by the consumer lay–to-lay basis. This blog will clearly explain the procedure to file the consumer grievance online.

Firstly, we dealt with the term consumer and their rights.  The term “consumer” has a statutory definition under section 2(7) of the Consumer Protection Act 2019.  But, in general, a consumer is defined as a person who buys any goods or services for a consideration in transactions through all modes both offline and online.

“Consumer” means any person who—

(i) buys any goods for a consideration which has been paid or promised or partly paid and partly promised, or under any system of deferred payment and includes any user of such goods other than the person who buys such goods for consideration paid or promised or partly paid or partly promised, or under any system of deferred payment, when such use is made with the approval of such person but does not include a person who obtains such goods for resale or for any commercial purpose; or

(ii) hires or avails of any service for a consideration which has been paid or promised or partly paid and partly promised, or under any system of deferred payment and includes any beneficiary of such service other than the person who hires or avails of the services for consideration paid or promised, or partly paid and partly promised, or under any system of deferred payment, when such services are availed of with the approval of the first-mentioned person, but does not include a person who avails of such service for any commercial purpose.

“Consumer rights” includes,—

(i) the right to be protected against the marketing of goods, products or services which are hazardous to life and property;

(ii)  the right to be informed about the quality, quantity, potency, purity, standard and price of goods, products or services, as the case may be, so as to protect the consumer against unfair trade practices;

(iii) the right to be assured, wherever possible, access to a variety of goods, products or services at competitive prices;

(iv) the right to be heard and to be assured that consumer’s interests will receive due consideration at appropriate fora;

(v) the right to seek redressal against unfair trade practice or restrictive trade practices or unscrupulous exploitation of consumers; and

(vi) the right to consumer awareness;

get free advice from us

RIGHTS OF CONSUMER:

There are 6 consumer rights which have been defined under section 2(9) of the Consumer Protection Act, 2019.  They are:

1. Right to safety
2. Right to be informed
3. Right to choose
4. Right to be heard
5. Right to seek redressal
6. Right to consumer education

PROCEDURE FOR FILING ONLINE COMPLAINT:

In the case of violation of the above-mentioned consumer rights or any other grievances, the consumer can file a complaint online portal called INGRAM (Integrated Grievance Redress Mechanism) for the redressal of their grievances. www.consumerhelpline.gov.in

The above-mentioned link is used for filing an online complaint. One time registration is required for lodging the Grievance. For the registration go to the above-mentioned link in the top right corner there is an option called “user login”. After clicking the user login,

Step 1:

The consumer has to enter the details like name, gender, e-mail id, password etc. for sign up. And the same can be verified through consumer email. Then the User ID and password are created.

Step 2:

Using the User ID and password for login and enter into the portal, there is a form called “Grievance Registration Form”. The consumer has to fill the form with their grievances by attaching the necessary documents (if available) after filling the form with due care and submit the same.

Step 3:

After the submission of grievances through this portal will get a unique docket number and the grievances received will send to the concerned company /agency /regulator/ ombudsman for the speedy redressal. Action taken will also be updated on a real-time basis.

Once the grievances have been registered, the consumer can track the grievances from the portal under the link of Track your Grievance. All types of grievances relating to the Consumer Issues can be registered in this portal. Any aggrieved consumer can register his/her grievance. The main aim behind the launching of this online portal is to bring all stakeholders such as Consumers, Central and State Government agencies, Ombudsman etc. all under a single roof. And this portal will also help in creating awareness among the consumers. It helps in protecting their rights and know about their responsibilities.

Each and every grievance received through this portal will be taken up to the concerned company/agency for speedy disposal. The maximum time limit to arrive at a logical conclusion is 60 days. This portal will make their best efforts to get the grievances redressed by the concerned authorities. But all the grievances may not be fully or satisfactorily resolved. In the case, if the consumer grievance could not be redressed to the full satisfaction, a consumer can approach the appropriate consumer commission/forum.

The main reason behind the launching of this online portal or website by the Department of Consumer Affairs is to create awareness and give some sort of advice to consumers relating to their own rights and responsibilities and to redress the consumer grievances in a simple and smooth manner. This online filing method is also considered as less time consuming compared to the offline method of filing a complaint.

 

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