Consumer Grievance Redressal Cell Consumer Grievance Redressal Cell

1) To initiate pro-active measures to redress the consumer grievances in accordance with provisions provided in the Consumer Protection Act, 1986 read with relevant Rules, 1987. 2) Examine & scrutinize all type of complaints letters and grievances representations of aggrieved consumer w.r.t- sale of defective goods or deficient services, charges of higher prices, non-receipt of share certificates possession certificates/dividend certificates etc. and, take up these matters with the appropriate authority for Redressal. 3) To deal consumer complaints appearing in news papers columns, magazines,electronic media etc. & handle these cases as specified in the manner mentioned in item (1)above. 4) Scrutinize and initiate follow up action on the other general grievances, representations/complaints including those received from Cabinet Sectt./PMO/President Sectt. & other States/Central Govt. Deptts./ Ministries. 5) To supervise the functioning of the facilitation Counter of the Deptt. at Krishi Bhawan for assisting/ helping the public visitors & aggrieved consumers. 6) To take up the grievances of the consumer cases pending in the various Consumer Courts including NCDRC for early hearing of the cases. 7) To deal/attend Parliament Question, VIP references & other Misc. type of work arising from time to time relating to consumers. 8) Take up follow up action at appropriate level for early disposal of the pending complaints/grievance representation as a part of monitoring. 9) To submit monthly/quarterly/yearly MIS report, D.O. material from Secy. (CA) to Cabinet Secretary about the details of progress, status & achievement of the cases disposed by the Cell. Few interesting grievances solved by ICRPC Godrej Refrigerator: Replacement of defective unit 1) Mrs. C. Almeida (Tel. No. 25345957) of Thane (West) received a new Godrej refrigerator from the company within a month through our action. She approached us after she got fed up when nothing happened even after following-up the matter with the company for three years. Airtel 55) Ms. Persis Irani complained of some illegal deductions being made from her cellphone by Airtel. ICRPC wrote to Airtel. The service provider immediately credited Rs. 804 into her prepaid card 9892131325 balance on 1-9-05. HDFC Bank - Credit Card 56) Mr. V. Ramchandran from Mumbai complained to ICRPC about unjustified charges being levied on his credit card, and the harassment done by the bank. When ICRPC wrote to the higher authorities of HDFC Bank, they waived the initial fee, late fee and other finance charges on 3-9-05 Idea Cellular Limited 57) Mr. B. G. Shetty (Cell: 9826584809) asked for extension of validity of his recharge as the services were not provided for many days by service provider, he was not heard. ICRPC wrote to the higher authorities and his recharge validity was extended by the company on 9-9-05 considering the number of days the service was unavailable to him. Post Office: Fixed Deposit: ECS delay 41) The consumer had requested Thane Head Post Office on 5-6-2004 for ECS facility on post office fixed deposit (MIS). When nothing happened for 3 months ICRPC sent a notice to Post master General on 15-9-04 by fax. ECS account was opened the same day with the post office senior staff visiting the consumer's home asking for apology. Rashmi Builders: Replacement of defective flats Air Deccan: Refund due to delay in flight Finance Company: Chairman arrested for duping investors Videocon International Ltd: Defective washing machine Banjara Gas Agency: Delivered cylinder after 12 days with earlier bill date CONSUMER RIGHTS

Consumer Complaints Redressal Department of Consumer Affairs has been receiving a very large number of complaints from the consumers regarding shortfall in the supplies/expectations of the consumers. The complaints cover a wide range of subjects like supply of defective refrigerators, T.V. Sets, use of poor material by the builders in the construction of flats, non-refund of fixed deposit amounts by companies on maturity and complaint against unfair trade practice against service providers, etc. Consumer Grievance Redressal Cell (CGRC) and Consumer Coordination Council (CCC) The department had set up a Consumer Grievance Redressal Cell (CGRC) in February 2002, for providing services for redressal of complaints of the consumers belonging to the following categories: Sale of defective goods or deficient services and charging of higher prices, etc. General grievances including those received from the Cabinet Secretary and the PMO related to consumer matters.

Attending to the consumer complaints appearing in the columns of the newspapers to the extent possible. Also, complaints regarding delay in disposal of pending cases with the various districts/States/National Commission were received and processed and necessary follow up action were taken up as pro-active measures in order to redress their grievances to their satisfaction. The Redressal Cell had received 2272 complaints upto 31st March 2007. These complaints were forwarded to the Consumer Coordination Council (CCC) for redressal regarding replacement of goods, re-installation of telephone/electricity, rectification of wrong bills, possession of allotted flats, payment of amounts due to the investors on maturity, etc. The Consumer Grievance Redressal Cell and Consumer Coordination Council do not have any statutory powers to take action on the complaints of consumers. Hence, they forward the complaints to the concerned authorities to get the redressal. Redressal Mechanism As per the Consumer Protection Act Who Can File A Complaint A complainant in relation to any goods or services may be filled byA consumer or Any voluntary consumer association registered under the Companies Act, 1956 (1of 1956)or under any other law for the time being in force or The Central Government or any State Government; or One or more consumers, where there are numerous consumers having the same interest or In case of death of a consumer, his legal heir or representative A power of attorney holder cannot file a complaint under the Act. What Constitutes a Complaint A complaint means any allegation in writing made by a complainant thatAn unfair trade practice or a restrictive trade practice has been adopted by any trader or service provider The goods bought by him or agreed to be bought by him; suffer from one or more defects The services hired or availed of or agreed to be hired or availed of by him suffer from deficiency in any respect A trader or service provider, as the case may be, has charged for the goods or for the service mentioned in the complaint a price in excess of the price fixed by or under any law for the time being in force or displayed on the goods or any package containing such goods or displayed on the price list exhibited by him by or under any law for the time being in force or agreed between the parties Goods which will be hazardous to life and safety when used or being offered for sale to the public Services which are hazardous or likely to be hazardous to life and safety of the public when used, are being offered by the service provider which such person could have known with due diligence to be injurious to life and safety. How to File a Complaint A complaint can be filed on a plain paper. It should containThe name description and address of the complaints and the opposite party The Facts relating to complaint and when and where it arose. Documents in support of allegations in the complaint The relief which the complainants is seeking The complaint should be signed by the complainants or his authorized agent. No lawyer required for filing the complaint Nominal court fee Where to File a Complaint (depends upon the cost of the goods or services or the compensation asked) District Forum: if it is less than Rs. 20 lakhs State Commission: if more than Rs. 20 lakhs but less then Rs. 1 crore National Commission: if more than Rs. 1 crore Integrated Three Stage Consumer Complaint Redressal Mechanism This mechanism includes Consumer Online Research and Empowerment (CORE) Centre, National Consumer Helpline (NCH) and Consumer Voice at Level 1 and FICCI Alliance For Consumer Care at Level 2. While, at Level 3 is the Non Litigation Mechanism or Alternative Dispute Resolution (ADR).

Consumer Online Research and Empowerment (CORE) Centre A CORE Centre has been set up in collaboration with Consumer Coordination Council (CCC) through signing of an MoU. It is intended to provide the most scientific and effective system of collection and dissemination of consumer related information to generate consumer awareness and empowerment of all sections of the society. It is the only authorized agency of the Department of Consumer Affairs to handle 'Online Consumer Complaints' for redressal through mediation. By accessing the online Complaint Redressal System in the CORE, the consumers can register themselves and lodge their grievance online. If the grievance/complaint is still not redressed, complainant is advised that it is up to him to decide, whether he/she would like to take the matter to the Consumer Court. For this, necessary support by way of indication of the procedure and the contact address of the nearest member organisation of CCC, who can provide assistance in this regard, is also provided to the complainant. National Consumer Helpline (NCH) A National Consumer Helpline project was launched by the Department of Consumer Affairs in coordination with Delhi University, Department of Commerce , at an approved cost of Rs. 3.12 crores. Under the helpline, consumers from all over the country can dial toll-free number 1800-11-4000 and seek telephonic for problems that they face as consumers. The helpline intends to deal with problems related to telecom, courier, banking, insurance, financial services, etc. Consumer Voice -Voluntary Organization in Interest of Consumer Education It is a voluntary action group, consisting of academicians, professionals and volunteers, channelising their energies towards creating informed consumers. It raises awareness in consumers not only about malpractices perpetuated in the marketplace, but also about her/his rights. Mission of Voice is to promote right choices in a volatile and dynamic market place by providing consumer education for all through integrating experiential good practices and scientific knowledge for the safety and health of consumers and the environment. It provides legal to its subscribers for seeking grievance redressal under the Consumer Protection Act, 1986. FICCI Alliance For Consumer Care (FACC) FICCI, with the support of the Department of Consumer Affairs has taken the initiative of setting up a dedicated Centre called "FICCI Alliance for Consumer Care". FACC provides an interface between business and the consumer and facilitates prompt redressal of consumer grievances. It also facilitates a dialogue between the business and consumers for promotion of responsible business practices and consumer satisfaction. It has been set up with a goal of devicing a mechanism and providing a platform that facilitates prompt redressal of consumer complaints through voluntary selfregulation and consumer education. FACC Dispute Resolution A neutral body, which will have panel of professionally trained mediators, will be responsible for dealing with complaint redressal. The Centre will only facilitate communication between the company and the complainant to help both sides resolve the complaint. In many cases, mediation and conciliation may be available to help resolve the dispute. FACC's value to the business community is based on its neutrality. The system is not to act as an advocate for business or consumers, but to act as a mutually trusted intermediary, to resolve disputes, to facilitate communication and to provide information on ethical business practices. When FACC Board receives a complaint, it refers it to the business concerned for dealing with it and most companies would be happy at the opportunity given to resolve the problem, since their patronage by the customer is preserved. At the same time FACC has no legal powers and it cannot force a company to respond, nor can they enforce any sanctions. Non Litigation Mechanism or Alternative Dispute Resolution (ADR) Alternative dispute resolution (ADR) consists of a variety of approaches to dispute resolution, many of which include the use of a neutral individual such as a mediator who can assist disputing parties in resolving their disagreements. ADR increases the parties' opportunities to resolve disputes prior to or during the use of formal administrative procedures and litigation (which can be very costly and time-consuming).

ADR is generally classified into at least three subtypes: negotiation, mediation, and arbitration. The salient features of each type are as follows: In negotiation, participation is voluntary and there is no third party who facilitates the resolution process or imposes a resolution. In mediation, there is a third party, a mediator, who facilitates the resolution process (and may even suggest a resolution, typically known as a "mediator's proposal"), but does not impose a resolution on the parties. In arbitration, participation is typically voluntary, and there is a third party who, as a private judge, imposes a resolution. Arbitrations often occur because parties to contracts agree that any future dispute concerning the agreement will be resolved by arbitration. In recent years, the enforceability of arbitration clauses, particularly in the context of consumer agreements (e.g., credit card agreements), has drawn scrutiny from courts. Although parties may appeal arbitration outcomes to courts, such appeals face an exacting standard of review. Computerization and Computer Networking of Consumer Forums in the Country (Confonet) This scheme has been launched through National Informatics Centre (NIC) as a turnkey project to be implemented from 2004-05. The objective of the scheme is to provide I.T solutions in order to achieve e-governance, transparency, efficiency of consumer fora and facilitate disposal of cases in a time bound manner. It will help in systematizing processing of various types of cases, data and generation of reports and also facilitate better administrative control for subsequent maintenance. It will enable consumers to file their complaints online and to see the status of their cases on the website. Under it, all consumer related websites (those of National Commission, State Commissions, District Fora, Department of Consumer Affairs, CORE Centre, National Consumer Helpline, etc) will be linked so that consumers can access any consumer related information from any of these websites. ^ Top The Customer is King Overview The mantra that the Customer is King is the premise that any products design, production, distribution and marketing should have one central focus at the core of all decision-making: the customer (remember: in some instances, the customer may not necessarily be the end-user or consumer). The Big Picture - Relationships Build Brands Products or brands by themselves do not automatically usher in customer loyalty or strengthen customer relations. In todays world, customers are looking for products that suit their purpose best in terms of price, features, quality and appearance. They expect to be treated as "kings" and to receive sales and service support, along with definite solutions to problems from retailers, dealers or channel partners. Consider the following questions: Do you present a single face to your customers? Do you work in different ways for different classes of customers and different types of people? Do you know what your customers will ask for before they do? Do you make your customers' experience a seamless one? Do you let customers do more for themselves? Do you measure the things that customers really care about? Points of View From the customer's point of view, your company or brand exists only to create value for them, to provide them with results. In the fast-changing global economy, the focus must be on the way in which the nature of value is changing, involving new ways to price goods, innovation and emotion. The implication of these new forms of exchange is a transfer of power from the producer to the customer. Economic; Information; Emotion There are multitudes of values present in every buyer-seller exchange: economic, informational and emotional. These exchanges increasingly happen so fast that there is no time to translate them into precise monetary terms. Businesses need to identify these hidden values and think more accurately about their worth before accepting the price proposed. The implications are profound. Companies need to think in terms of offers, which involve merging products and services to exploit their knowledge and give customers a value-added experience, not just "selling them stuff". The Australian Way

One key to the global success achieved by Australian wine in recent years as wine drinking has reached non-traditional markets is the Australian consumer first approach. This approach has won over the hearts, minds, palates and wallets of many consumers around the world. The traditional model that existed in long-established traditional markets has been that of producer first, in which wines are made according to an historical style, terroir driven and adhere to an inwardly focused producer-driven philosophy. The onus is on the merchants, critics and consumers to investigate, research and unravel the style of each producer. The consumer first approach of Australian producers has demystified the guarded, insular and traditionally cloistered world of wine, focusing instead on producing accessible wine that is enjoyable at face value. This has placed wine on a similar level of accessibility to that of other alcoholic beverage types, removing the burden of experience and welcoming new drinkers into the fold.

Sales Focus and Customer Focus Compared Summary The key concern is the kind of interface your brand builds and presents to your customers as well as your end user. To be successful, you need to add value for your customer, by distinguishing between what you are selling and what your customer is buying. Take a broad view of your customer's needs and deliver something that goes beyond the basic product purchase.

CHECKLIST Customer First refers to making customers the central focus of all decision making; product design, production, distribution and marketing Customers want products that best meet their needs in terms of price, features, quality and appearance. Australia has been successful using the customer first approach, making wine that is approachable, easy to understand and enjoyable to drink. Consistently over deliver on the services provided. Know your customer and predict their needs before they ask the question. Tailor products to meet different customer needs. Simplify the purchase process for your customer. Add value through innovation and incentives. Deliver something that goes beyond the basic product.