Consumers reach out to consumer redressal forums for addressing their grievances and complaints. The Consumer Court plays a vital role in this and hears the cases filed by such unsatisfied and aggrieved consumers against the sellers. It is of utmost importance that the consumers are sensitised on how and where to raise their complaints and get the setbacks sorted.
In a country like India, the consumer is the king. A business cannot turn out successful without consumers yielding to it. India houses a billion consumers who have the power to purchase anything ranging from small safety pins to pompous luxury cars. It is the consumer who plays a vital role in building a brand. Brands do not tell the consumers what they are, it is what the consumers tell each other about it.
With social media making its rounds, consumers have the power to lift a business to its peak or burn it down into ashes. Therefore, a consumer’s rights must be given the due respect it deserves. Also, the government has always known the importance of safeguarding consumer rights and has provided them with fair means to seek redressal against unfair trade practices.
In a metro city like Mumbai, which is the epicenter of business and a huge shopping hub, consumers play a critical role in deciding the fate of a business. For this very reason, they are given the platform to raise their complaints and concerns when they face grievances or disputes with any business inside the city. The complaints might be raised for anything from addressing defective products to bringing the false promises smothered by the businesses into the limelight.
Online Consumer Complaint
The Consumer Protection Act, 2019 provides the provision for raising complaints through online mode. The complaint can be registered by adhering to the following steps:
Step 1: Login to the official website – https://edaakhil.nic.in/edaakhil/ to raise the consumer complaint. Select ‘Complainant/Advocate Section’ and choose ‘Registration’
Step 2: Fill in the required details and get registered. An OTP is received over the registered mobile number and a confirmation link is sent to the registered email ID. Upload the necessary identity proof
Step 3: Enter the OTP and click the activation link sent in the email. Once the account is activated, the user is sent a confirmation email
Step 4: The user can log in with the registered credentials and register the complaint on the website
Step 5: The detailed instructions on registration can be found there.
Offline Procedure to File a Consumer Complaint
Consumers who are dissatisfied with a particular product or service that was exchanged in return for money can raise their complaints in the consumer court. In the case of the death of the consumer, a legal representative or the legal heir can appear on behalf of the aggrieved person and can file the case in the consumer court.
The first step to file a consumer complaint is to send a notice to the seller through whom the defective product was acquired by the consumer. This is to notify the seller about the consumer’s intention to lodge a complaint. The notice has to be sent by speed post or registered post to be on the safer side. The same can also be notified to the service provider if any. The consumer can approach a lawyer to draft the consumer complaint, wherein necessary details of the relevant product and the loss that eventually occurred must be specified. The relevant documents, proofs, and the required annexures must also be attached.
Usually, three such copies have to be prepared. One would be required to be furnished at the Court, one for the party of opposition and one for the consumer, who is the complainant. If there is more than one party of opposition, every such party should be served a notice. The case should be filed in the appropriate forum and the stipulated court fees should be deposited. In Mumbai, the Suburban Consumer Court should be approached for addressing consumer grievances.
Before reaching out to the Court, the aggrieved consumer must ensure that the opposition is given notice and they are given a time period of 30 days to act on the same. The consumer can approach the court if the seller has not resolved the case within 30 days. Although, it has to be borne in mind that the case has to be filed within two years from the cause of the grievance. There should be a sufficient cause mentioned if there is any further delay. However, despite the sufficient cause being mentioned, the court can still reject the case for exceeding the period of limitation.
Reliefs Offered by Mumbai Suburban Consumer Forum
The Mumbai Suburban Consumer Court offers the following remedies for the aggrieved consumers:
- Withdraw and correct the defect in the goods
- Remove and replace the defective goods
- Refund or indemnify the customer for the price paid of the defective goods
- Correct the deficiency in the services
- Provide compensation for the losses suffered by the complainant
- Discourage and curtail unfair and restrictive trade practices
- Remove hazardous goods from being offered on sale
- Cease and desist the manufacture of hazardous goods and desist services that are dangerous to the public welfare
- Withdraw misleading advertisements and correct the same to neutralise the ill effects of the fallacious promises made to the consumers by the business
- Indemnify the parties with adequate costs.
Consumer Disputes Redressal Agencies
The pecuniary limit of the complaint plays a crucial role in deciding the forum where the complaint can be raised. The Consumer Protection Act has introduced a three-tier redressal forum as listed below:
- District Consumer Disputes Redressal Forum (DCDRF) which is established across the districts in India. It comprises 3 members only. It addresses those cases wherein the value of the claim is within Rs. 50 lakhs. Appeals from DCDRF shall be moved to State Consumer Disputes Redressal Commission
- State Consumer Disputes Redressal Commission (SCDRC) is set up state-wise and handles original as well as appellate complaints for claims that fall within the range of Rs.50 lakhs to Rs. 2 crore. An appeal from SCDRC shall be heard by National Consumer Disputes Redressal Commission
- National Consumer Disputes Redressal Commission (NCDRC) situated in Delhi, is the highest form of redressal forum under the Consumer Protection Act. The pecuniary limit of the claims that can be raised under NCDRC exceeds Rs.2 crore.
The inherent boost in the economy compels stringent regulations in consumer service and redressal mechanisms. To ensure a healthy market scenario, it is quite important that the relationship between the sellers and the consumers is harmonious. The consumer redressal forums, fortunately, play a successful role in achieving the same.
FAQs
What types of complaints can be filed on the National Consumer Helpline portal?
The National Consumer Helpline portal welcomes complaints related to faulty products, deficient services, unfair trade practices, and misleading advertisements. Whether it's a malfunctioning gadget or subpar service, the portal strives to address a wide array of consumer grievances, promoting a fair marketplace.
How do I register on the National Consumer Helpline portal?
Registering on the National Consumer Helpline portal is a seamless process. Visit the official website, fill in your details, and create an account. Once registered, you can easily log in, submit complaints, and access valuable information to empower yourself as a vigilant consumer.
What information do I need to provide when filing a complaint?
When filing a complaint, furnish essential details like product or service information, purchase date, and relevant documents. Providing a concise yet comprehensive narrative of the issue aids the swift processing of your complaint, ensuring a more effective resolution.
How long does it take to process a complaint?
Complaint processing times vary based on the complexity of the issue. While some concerns may be addressed promptly, intricate cases might take more time for a thorough investigation. Rest assured, the National Consumer Helpline diligently works towards resolving complaints in a reasonable timeframe.
How can I track the status of my complaint?
To track your complaint status, log in to your account on the National Consumer Helpline portal. The user-friendly interface allows you to monitor the progress of your grievance, ensuring transparency and keeping you informed throughout the resolution process.
What should I do if I am not satisfied with the outcome of my complaint?
If the outcome of your complaint leaves you dissatisfied, you have recourse options. Consider escalating the matter to higher authorities, such as consumer forums or ombudsman services. Additionally, seek legal advice if necessary. The National Consumer Helpline is committed to helping you navigate through these steps for a fair resolution.
