CONSUMER COMPLAINTS WHY AND HOW?

Consumer who complain allow themselves to be brainwashed into believing that they are troublemakers. 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' MahapalikaMarg, 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, Mahapalikamarg 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 ShaheedBhagatsingh Road opp. Lion Gate, Mumbai 400 039 Tel.No: 2284 4783 3. Mumbai GrahakPanchayatGrahakBhavan, SantDnyaneshwarMarg 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, MahapalikaMarg,opp. CamaHospital,mumbai 400 001 TEL.NO. 2262 1612 CLICK HERE FOR MORE GUIDELINES.

BUSINESS RELATED MATTERS Council For fair Business Practices, Great Western Bldg, 130/132 ShaheedBhagatsingh Road opp.Lion Gate Mumbai 400 039 Tel.No. 2284 4783/2288 5249 BANKING COMPLAINTS Dept. of Banking Operations and Devlopment Reserve Bank of India The Arcade Word Trade Centre Cuff Parade Mumbai 400 005 Banking Ombudsman (Maharashtra & Goa) c/o. Reserve Bank of India Garment House,Gr.Floor Dr. A.B.Road,Worli Mumbai 400 018 Tel: 2492 4607/2496 0893

PUBLIC VEHICLE COMPLAINTS Additional Commissioner of Police (Traffic) Traffic Control Branch Pochkhanawala Road Worli, Mumbai 400 025 Regional Transport Officer (RTO) Bombay Central Bodyguards Lines Tulsiwadi, Mumbai 400 034

M.R.P. WEIGHTS & MEASURES COMPLAINTS Department of Legal Metrology Weights & Measures, Govt.of India Govt. Barracks No.7 Free Press Journal Marg Mumbai 400 021 Tel: 2202 3354, 2204 4952 Thane: 2540 7332 Vashi: 2757 4074 CENTRAL RAILWAY For General Complaints apporach Director of Public Grievances,Zonal Office or Divisional Office in respective area. For refund pilferage contect Chief Claims Officer,CST Mumbai LPG SUPPLY LPG complaints against Dealers, Contact Principal Company Customer Relation Centre (uptoMalad&Mulund) Officer in-charge Customer Relation Center Bharat Petroleum Co.Ltd Tagore Nagar,Vikhroli (e) Mumbai 400 083 Tel: 2574 8628 Kandivli,Borivli,Dahisar, Thane &Raigad Districts Officer in-charge Customer Relation Center Bharat Petroleum Co.Ltd P.O.Box No.8 Uran 400 702 (Dist.Raigad) Tel: 2722 2418 Fax: 2722 2420 Officer in-charge Customer Relation Center Bharat Petroleum Co.Ltd 4th Floor, Old Admn. BldgMahul Chembur 400 074 Tel: 2554 3125 Extn. 24414/2554 0807

Hindustan Petroleum Co.Ltd Richardson Cruddas Building near J.J.Hospital,J.J.Road,Byculla Mumbai 400 008 Tel: 2371 94612/2371 9636

RATIONING COMPLAINTS Controller of Rationing Royal Insurance Bldg J.TataRoad,Churchgate Mumbai 400 020 FOR HELP Rationing KrutiSamitiRajashree Bldg,2nd floor AcharyaRoad,Nr.Post Office Chembur (w) Mumbai 400 071 Tel: 2555 2499 FOOD,COSMETICS& DRUG COMPLAINTS Food & Drugs Administration Survey No.341 BandraKurla Complex Bandra (E) Mumbai 400 051

Tel.No: 2642 2361/65 Thane: Tel.No: 2531 1988 POSTAL COMPLAINTS IF NOT SOLVED BY LOCAL POST OFFICE The Chief Post Master General General Post Office (GPO) Mumbai 400 001 Visiting Hrs.-4 p.m& 5 p.m. every Wednesday. NON-BANKING FINANCE COMPANY (NBFC) DEPOSITS For Maharashtra,Gujarat,MadhyaPradesh,Goa and Union Territories of Dadra Haveli,Daman& Diu. Bench Office,Company Law Board, Western Region Bench, 2nd Floor, N.T.C. House 15th NarottamMorarjeMarg, Ballard Estate, Mumbai 400 038 (Apply in orescribed from No.4 in duplicate along with fee of Rs.50/- by Demand Draft/Pay Order in favour of "Pay & Account Officer, Dept. of Company Affairs,Company Law Board, at New Delhi/Calcutta/Mumbai/Chennai as per jurisdiction.) ELECTRICITY COMPLAINTS IF NOT SOLVED BY ELECTRICITY BOARD CONTACT: BEST Complaints: The Electrical Inspector Dept of Industries Energy &Labour 3rd floor, Motha market Bldg. PhaltanRoad,Mumbai 400 001. Tel.No: 2267 6889 MSEB Complaints: (Bhandup,Mulund,Thane&Navi Mumbai etc.)The Electrical Inspector Dept. of Industries Division No.1 Wagle Industrial Estate Road No.11, Thane (West) BEST Complaints: The Electrical Inspector Dept of Industries Energy &Labour Opp.Bldg.No.B/62,Govt.Colony, Bandra (E) Mumbai 400 051. Tel.No: 2655 6141 MSEB Complaint for Kalyan area: The Electrial Inspector, Dept. of Industries,Energy&Labour Hari Niwas, near Threee Petrol Pump Thane(west)

Approach Electrical Inspector's Office in writing after giving notice to office of respective Electricity Board. Electrical Inspector's Office is authorised to grant stay against disconnection of electricity supply. Consumer are advised to inform Zonal Office of Electricity Board of respective area in writing in advance,in the event of premises remaining closed for a long period resulting in nil consumption of Electricity. PROVIDENT FUND Ministry of Personnal Public OR Consumer Forum as per jurisdiction for legal remedy

Grievances & Pensions Dept.of Pension & Pensioners Welfare

3rd Floor,Lok Nayak Bhavan Khan Market,New Delhi 110 003 GUIDELINES FOR FILING COMPLAINTS BEFORE THE CONSUMER DISPUTES REDRESSAL FORUM The President Consumer Disputes Redressal Forum Additional Bombay District Anna Bhavan Near M.G. Hospital Off S.S. Rao Road, Parel, MUMBAI: 400 012 The President Consumer Disputes Redressal Forum Bombay District Arun Chamber,6th Floor MUMBAI 400-034 The President Consumer Disputes Redressal Forum New Administrative Bldg,3rd Floor Near Chetna College Bandra (e) Mumbai 400 051 The President Consumer Disputes Redressal Forum Room No.214, 2nd Floor Office of Collectorate Thane (W) 400 601 The President Maharashtra State Consumer Disputes Redressal Commission 102 Old Administrative Staff College opp.Capitol Cinema HazarimalSomaniMarg Mumabi 400 001 The President National Consumer Disputes Redressal Commission A'Wing,5th Floor, JanpatBhavan New Delhi 110 001 For claims upto Rs.5 lakhs and for city limit uptoTardeo

PHONE: 2417 1360, 2417 1332

For claims upto Rs.5 lakhs and for city limit uptoSion, Mahim

PHONE: 2493 7770 For claims upto Rs.5 lakhs and for suburban Limits PHONE: 2655 1625

For claims upto Rs.5 lakhs for Thane District PHONE: 2534 4069 (Time: 11.00 a.m. to 2.00 p.m.) For claims upto Rs.5 lakhs but uptoRs. 20 Lakhs PHONE:2207 2097

For claims above Rs.20 lakhs.

Spurious/Counterfeit Drugs The World Health Organisation (WHO) could well say it told us so. India has the dubious distinction of being the world leader in counterfeit drug production, often with disastrous consequences. In order to curb the menace, the Central Government has constituted a committee to study the problem of spurious drugs. The following officers of Maharashtra FDA are identified as the nodal officers:

Name of Officer B.A. Waghmare G.K. Vakharia N.M. Gandhi K.G. Gadewar

Designation Asst. Commissioner (I.B.) Drugs Inspector (I.B.) Drugs Inspector (I.B.) Drugs Inspector (I.B.)

Telephone Number/s Office 26592519-Direct 26592361-65 Extn.362 " Extn.366 " "

Residential 28330977 25394915 25895028 25980524

Top

INSTRUCTIONS FOR FILING COMPLAINTS 1) INDEX WITH PAGING. 2) DELAY CONDONATION APPLICATION WITH AFFIDAVIT,IF ANY. 3) COMPLAINT MEMO DULY SIGNED. 4) VAKALATNAMA EXECUTED BY THE COMPLAINANTS IN FAVOUR ADVCATE/AUTHORISATION LETTER. 5) STATEMENT OF PARTICULARS OF CLAIM. 6) AFFIDAVIT IN PROOF/SUPPORT OF EVIDENCE DULY AFFIRMED AUTHORITY. 7) LIST OF DOCUMENTS FURNISHING BRIEF DOCUMENT. BEFORE THE COMPETENT OF HIS

DESCRIPTION/PARTICULARS OF EACH

8) COMPLAINANTS MUST FURNISH 3 SETS (1- ORIGINAL+2) CLEARLY LEGIBLE AND READABLE SETS OF COMPLAINTS + AS MANY SETS AS PER NUMBER OF OPPOSITE PARTIES FOR SERVICE. 9) COMPLAINANT/HIS ADVOCATE,AUTHORISED REPRESENTATIVE SHALL APPEAR BEFORE THE COMMISSION,WITHOUT FAIL ON THE DATE FURNISHED FOR THE ADDMISSION OF THE COMPLAINT.

DRAFT OF AFFIDAVIT IN PROOF OF EVIDENCE IN SUPPORT OF CLAIM IN THE COMPLAINT 1) COMPLAINANT ABOVE NAMED DO HEREBY SOLEMNLY AFFIRM AND STATE THAT I HAVE FILED THE COMPALINT HEREIN AND REPEAT, REITERATE, REAFFIRM AND CONFIRM EACH AND EVERY STATEMENT MADE THEREIN AS TRUE AND I FURTHER PRAY THAT THE SAME BE TREATED AS MY EVIDENCE IN PROOF/IN SUPPORT OF CLAIM IN THE COMPLAINT.

INSTRUCTIONS FOR FILING APPEALS 1) APPEALANT SHALL MENTION ON THE CAUSE TITLE OFTHE APPEAL a) COMPLAINT NO.b) NAME OF THE DISTRICT FORUM AND c) DATE OF THE IMPUGNED JUDGEMENT IM BOLD LETTERS, WITHOUT FAIL. 2) INDEX WITH PAGING. 3) DELAY CONDONATION APPLICATION ON AFFIDAVIT, IF ANY. 4) STAY APPLICATION IF APPLIED FOR. 5) APPEAL MEMO DULY SIGNED. 6) CERTIFIED COPY OF IMPUGNED JUDGEMENT OF DISTRICT FORUM. 7) VAKALATNAMA OF APPELLANTS ADVOCATE/AUTHORISATION LETTER OF THE APPLICANT.

8) COPY OF COMPALINT LODGED WITH DISTRICT FORUM. 9) COPY OF LIST OF DOCUMENT OF THE COMPLAINT. 10) COPY OF AFFIDAVIT OF EVIDENCE OF THE COMPLAINT. 11) COPY OF WRITTEN VERSION OF OPPOSITE PARTY. 12) COPY OF AFFIDAVIT OF EVIDENCE OF OPPOSTIE PARTY. 13) COPY OF LIST OF DOCUMENTS OF OPPOSITE PARTY. 14) COPY OF REJOINDER OF COMPLAINANT,IF ANY. 15) COPY OF DOCUMENTS TENDERED BY PARTIES. A) OF COMPLAINANT 1 2 3 B) OF OPPOSITE PARTY 1 2 3 * IN CASE OF MISC.APPLICATION,IN CAUSE TITLE, AFTER THE NUMBER OFM.A., PARTICULARS AS MENTIONED IN ITEM NO.1 ABOVE SHALL BE ALSO MANTIONED. APPELLANT MUST FURNISH 3 SETS (1-ORIGINAL+2) CLEARLY LEGIBLE AND READABLE SETS OF APPEAL.

Guidelines For Consumers Who Wish to Complain To Consumer Guidance Society Of India, Block J, MahapalikaMarg, Opp. Cama Hospital, Mumbai-400 001.

1. Kindly approach Consumer Guidance Society Of India only after you have contacted written to the other party and failed to get a satisfactory response. 2. a) Send a letter of complaint in duplicate addressed to Chairperson, CGSI. b) Carbon copies marked to CGSI will not be handled. 3. Attach xerox copies of your correspondence with the dealer / agency / manufacturers etc., plus xerox copies of Bills / Receipts if any. 4. A Complaints Fee to cover expenses is required to be paid in advance : Members Rs.25/Rs.50/Rs.75/Rs.100/Rs.200/Non-Members Rs.50/Rs.100/Rs.100/Rs.200/Rs.400/Complaints Publications, Contests, Food & Drugs Shoes, Garments, Mixers, Gas (LPG) Services(M.T.N.L, Electricity, Transport, Postal, Banks, Provident Fund) Referigerators, T.V's, Computers, Domestic Appliances, Miscellaneous, Railways Motor Vehicles including Cars, Scooters, Insurance - Mediclaim, Travel Agencies, Investments, Real Estate, Resorts & Hotels.

5. Ordinary Membners of CGSI who are on the roll for more than one year are only entitled to concessional fees. 6. It will take 4 to 6 weeks to process your complaint. 7. CGSI Volunteers will put in their effort on behalf of the complainant - but no guarantee of success can be given about the redressal of the complaint. 8. CGSI has been set up for guidance / help to the Individual Consumer. No complaints will be entertained from Business and Industry and enterprises set up for profit. 9. Legal Committee will guide the complainants on their complaints. A contribution to the Legal Aid Fund not exceeding Rs. 500/- is collected for consultation and advice and for issue of legal notices and for drafting of complaints to be filed before the appropriate Consumer Disputes Redressal Agency. N.B :CGSI's Complaints Committe meets on Tuesday between 2.00 and 4.00 p.m and on Saturday between 11.00 a.m and 1.00 p.m. only on working days.

Hom e

Committe e

Keema t

Abou t Us

Foru m

Know Your Right s

CGSI Constitutio n

Contac t

Site hosted and developed by Mirackle Solutions