Consumer Complaint Online

Learn How To File Consumer Complaint Online To Secure Your Consumer Rights

Online Legal India LogoBy Online Legal India Published On 16 Jun 2022 Category Consumer Complaint

In general, if a consumer's life is disturbed due to the infringement of a certain consumer right or other means, they can make a complaint about it both offline and online. To settle consumer grievances on a lay–to–lay basis, the Department of Consumer Affairs has set up a web-based site called INGRAM (Integrated Grievance Redress Mechanism). The technique for filing a consumer complaint online will be highlighted in this article.

 

But, before we get into the depth of the matter, let's define what a consumer is and what their rights are. Section 2(7) of the Consumer Protection Act 2019 provides a brief definition of the term "consumer." A consumer, on the other hand, is described as a person who buys goods or services for a fixed price online or offline.

 

Who Is A Consumer According To The Consumer Protection Act?

A consumer is an individual or a group of individuals who buy goods and services for their own personal use rather than for resale or producing. According to Section 2(7) of the Consumer Protection Act of 2019, a  consumer is defined as someone who buys goods or services in exchange for money and uses them for personal use, resale, or business purposes. The term 'buys any goods' and 'hires or avails any services' also encompasses all online transactions conducted through electronic means, as well as direct selling, teleshopping, and multi-level marketing, according to the definition of who is a consumer.

 

What Are Consumer Rights?

  • The right to be protected from the marketing of goods, products, or services that could damage one's life or property;
  • The right to be informed about the quantity, quality, potency, standard, and price of goods or services, as appropriate, in order to protect the customer from trade malpractices.
  • The right to be assured of having access to a diverse range of products or services at reasonable pricing;
  • The right to be heard and the assurance that the consumer's interests will be adequately addressed in a suitable place;
  • The right to seek redress for any unfair trade practises or consumer exploitation; and
  • The right to be informed as a customer

 

Instructions on How to File a Consumer Complaint Online

In the event that the consumer's rights are violated, he or she can file a consumer complaint on the INGRAM website (Integrated Grievance Redress Mechanism).

 

This portal does not allow for guest sessions, which means that consumers must register in order to file a complaint. To register, go to www.consumerhelpline.gov.in  and choose "user login" from the drop-down menu.

 

Step 1: Complete the Registration Form

To finish the sign-up procedure, the customer must provide information such as their name, gender, email address, and password. The same can be verified using the customer's email address. The login credentials are then created.

To join up, the customer must provide information such as his or her name, gender, email address, and password. Consumer email can also be used to verify the same. The User ID and password are then generated.

 

Step 2: Fill out the "Grievance Registration Form"  

Log in with the credentials listed above and look for the "Grievance Registration Form". Consumers must complete the entire form and submit the needed papers with all pertinent information. The consumer can then submit this form after carefully filling it out.


 

Step 3: Make a Mental Note of the Unique Docket Number

A unique docket number will show on the screen as soon as the consumer complaint is officially lodged on the portal. Furthermore, the registered complaint will be forwarded to the appropriate company/regulator/agency/ombudsman for prompt resolution. The portal also gives you the option of checking the status of your complaint in real time.

 

Step 4: Check the Status in Real-Time

After filing a complaint, the consumer can track the status of the complaint in real time on the portal's 'Track your Grievance' option. This web-based portal can be used to file any form of complaint or issue relating to consumer complaints and difficulties.
 

The main goal of this portal is to bring all stakeholders together under one roof, including customers, Ombudsmen, central and state government agencies, and so on. In addition, this platform would aid in raising consumer rights awareness among Indian citizens.

Every complaint made through this web-based portal will be forwarded to the appropriate company for prompt resolution. The maximum amount of time allowed to reach a sensible conclusion is sixty days. This gateway will ensure that concerns are addressed by the appropriate authorities. However, it is possible that not all of the issues will be entirely addressed. In the event that a complaint is unresolved, the company has the right to report it to the appropriate consumer commission or forum.

The Department of Consumer Affairs' ultimate goal in launching this portal is to raise awareness among Indian residents about the protection of consumer rights and to properly and efficiently address consumer complaints. When compared to the traditional technique of filing a complaint, this web-based filing method is also said to save time.

 

Conclusion

Every Indian person has the same right to express their dissatisfaction with commercial and criminal code violations. When one of the rights listed above is violated, a concerned citizen can come forward and file a complaint, either to seek compensation or to punish the offender.

The Buyer-Seller ecosystem will be protected from prejudice and illegal activity with these provisions. The department of consumer affairs hopes that by establishing the online portal, it will be able to reduce the barriers that obstruct consumer rights in some way. Contact Online Legal India today if you want to file a consumer complaint online.


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