Government reviews consumer redressal mechanism with industry

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Industry asked to display the policy for replacement and refund and timeframe for redressal of grievances on websites

A conference on Government industry partnership for redressal of consumer grievances convened here today. Secretary, Consumer Affairs Shri Hem Pande chaired the conference which was attended by all the leading Chambers of Commerce and Industry viz. ASSOCHAM, FICCI, CII, PHD, DICCI and 130 companies cutting across different sectors such as Consumer Products, E- Commerce, Banking, Insurance, travel etc.

The Secretary Consumer Affairs said that in view of the increasing number of consumer grievances pertaining to different sectors of industry, there is a genuine need to pay immediate attention to strengthen redressal mechanism so that grievances are redressed within a given timeframe. The need for transparency in this regard is of prime importance. Each company should bring out names of the nodal officers for handling grievances as well as the escalation matrix so that grievance if not redressed can be taken up with the next higher level. The names and contact details of alternate nodal officers should also be given. The policy for replacement and refund should be placed on the website of the companies. While the companies should acknowledge timeframe by which the grievances are addressed by giving a unique registration number they should also have regular interaction with the consumers. They should refrain from giving misleading image of the products and services. A company which eliminates the grievances of consumers can only grow on a sustainable basis. He said that to go far one must go together, the Secretary said.

The industries were asked to constantly share their ideas with the Department of Consumer Affairs so as to make the consumer redressal mechanism robust. The Chambers of Commerce and Industry as well as companies representing sectors like manufacturing, services, banks, insurance, real estate expressed their solidarity with the cause taken up by Department of Consumer Affairs and endorsed their commitment towards redressal of grievances of their consumers which help them grow in their business.