CONSUMER COMPLAINTS WHY AND HOW?

Consumer who complain allow themselves to be brainwashed into believing that they are trouble-makers. Manufactures and retailers Fob off dissatisfied consumers with a bland:"We have had no complaints." Consumer must not hestite to complain about adulteration, sub-standard drugs and cosmetics, shoddy product quality, unsatisfactory after-sales service, etc. Indian consumers are fortunate to be covered by the Consumer Protection Act 1986, Special Consumer Courts and a Directorate to implement the Act. There is also the Package Commodities Act which insists that weights, price, date of manufacture and ingredients are marked on all packages. This Act, as well as "Agmark" and the "ISI" mark, can be of substantial assistance in the fight for consumer's rights. Vigilant consumerism can put teeth into their Function.

HOW TO COMPLAIN

1. Be sure the complaint is sound.
2. Present it politely: this elicits co-operation.
3. Preserve cash memos and warranty card.
4. With these, first approach the retailer. He may have a valid explanation.
5. If he is unresponive, write to the manufacturer, quoting No. and date of cash Memo, No.and date of Cash Memo No. and date of Warranty card.
6. Retain all originals. Keep copies of your letters.
7. In case of suspected Food and drug adulteration, write to the State health authority. Retain samples where possible.
8. If products with ISI/AGMark certification perform poorly,write to the respective agency. ISI certification guarantees replacement.
9. If there is no response, write to the Consumer Guidance Society of India, Block 'j' Mahapalika Marg, Mumbai 400 001,or any other consumer society you know of.
10. Don't give up if your complaint is valid. Stand your ground.
11. If a consumer organisation is unable to get your complaint redressed, you may complain to your District Consumer Disputes Redressal Forum if your compensation claim is below Rs.5 Lakhs;to the State Consumer Disputes Redressal Commission if your claim is between Rs.5 Lakhs and Rs.20 Lakhs. If your claim exceeds this amount you will have to refer your complaints to the National Consumer Disputes Redressal Commission at New Delhi.

STEPS TO SECURING RESULTS

Your complaint should cover the following:

1. Name and address of the complainant in full.
2. Name and address of the opposite Parties.
3. Time,place and cause of the complaint.
4. Particulars in detail, along with supporting document as exhibits in Marathi,Hindi or English. If the opposite company's office is in another State, make the complaint in English. The complaint may be posted. Post cards are inadvisable. Three copies of the complaint together with all the annexures for the Forum, and extra sets for each of the opponents should be filed.
5. Relief claimed by you should be in clear words: replacement/removal of defect or return of price, compensation for expenses incurred as well as physical/mental torture, if any. The claim amount should be within reasonable Limits and Justifiable.

WHERE TO COMPLAIN FOR GUIDANCE AND HELP

Complaints of a representative nature may be filed by registered consumer organisations like Consumer Guidence Society of India. For such enquiries, you may seek guidance from:

1. The Complaints Committee
    Consumer Guidance Society of India
    Block J, Mahapalika marg
    opp. Cama Hospital
    Mumbai 400 001
    Tel.No: 2262 1612
    Fax No: 2265 9715

2. Council for Fair Business Practices
    Great Western Building
    130/132 Shaheed Bhagatsingh Road
    opp. Lion Gate, Mumbai 400 039
    Tel.No: 2284 4783

3. Mumbai Grahak Panchayat Grahak Bhavan,
    Sant Dnyaneshwar Marg
    Juhu Vile Parle,J.V.P.D Scheme
    near Cooper Hospital
    Mumbai 400 056
    Tel.No: 2620 9319/2623 8124

HOW AND WHERE TO COMPLAIN FOR GUIDANCE AND HELP

Consumer Disputes Redressal Forums are established at each District Level
and State Commissions at Each State Capital

CLICK HERE FOR INSTRUCTIONS FOR FILNG COMPLAINTS

CONSUMER GUIDANCE SOCIETY OF INDIA,"J" Block, Mahapalika Marg,opp. Cama Hospital,mumbai 400 001
TEL.NO. 2262 1612  

CLICK HERE FOR MORE GUIDELINES.