As a consumer or buyer, we always face situations in which either the quality or quantity is not up to the expectation for the value we had paid. Such grievance can also reflect on services as well. Since this can happen on a daily basis while considering the lakhs of buyers, there is a higher possibility for the consumers to file a complaint against the products or brands that they consumed. As per the statistics, 38% of the consumers end up in complaints due to the dissatisfaction in the service received by them.
The law lets buyers approach justice in two ways. Either you can directly file a complaint in consumer court, or you can opt for online platforms to help you receive compensation or the justice you are expecting out of it. You can file your complaint without approaching the court directly in different ways. They include filing a complaint via SMS, phone call, or with consumer grievance apps available online. The most used platform is the consumer portal website.
It is a complaint and grievance remediation platform run by the Consumer Co-ordination Council and approved by the Department of Consumer Affairs, Government of India. A consumer can file a consumer complaint under the following rights of the Indian constitution.
Right to safety
Right to be informed
Right to choose
Right to be heard
Right to redressal
Right to consumer education
The Consumer Protection Act, 1986 (COPRA), is an Act issued by Parliament of India in 1986 to preserve the interests of consumers. This law primarily focuses on asking other sectors for the compromise of consumer's grievances and elements related to it.
Things to notice before filing a complaint online
Before approaching, either way, you must have contacted the corresponding brand or product supplier or service provider to rectify their mistake or defects. You must have a proof proclaiming that you tried approaching the supplier for defect rectification before filing a complaint in consumer court.
The complaint must be submitted within 2 years from the occurrence of the complaint.
Steps to file a complaint online
Initially, you have to log in to consumerhelpline.gov.in and register yourself as a consumer under 'Register as Consumer'.
The consumer has to submit details like name, email address, and mobile number of the complainant.
After registering as a consumer, you have to login by giving your registered details.
Here you must click on 'File Complaint'.
On the new page, you can select the complaint type regarding brand or supplier details about which you are filing the complaint.
In the new registration form, you can fill the details about your grievance and complaint and submit the form by clicking the 'submit' button.
Once you have submitted your complaint on the consumer complaint forum, you can expect action on it within a time period of 3 months. The online portal provides the service of tracking the status of your complaint at any time.