Aggrieved consumers prefer Redressal Cell to courts
The Alternative Consumer Disputes Redressal Cell has been proving to be a better option than the time-consuming tedious process of consumer courts, with its “non-judicial measure” of redressal of consumer grievances.
Hyderabad: The Alternative Consumer Disputes Redressal Cell has been proving to be a better option than the time-consuming tedious process of consumer courts, with its “non-judicial measure” of redressal of consumer grievances. While most of the consumers get guidance through its toll-free number (180042500333), some of the vexed consumers get justice at its office, after the Cell summons the company.
Spread mostly through word of mouth, the Alternative Consumer Disputes Redressal Cell of the State Consumer Information Centre has proved to be the only “out of court” settlement for both the consumers and the companies. On an average, the Cell deals with 600 to 700 calls per month.
While several complaints are registered at Civil Supplies Bhavan at Somajiguda in Hyderabad , the complaints related to the districts are diverted to district offices for resolving them. “We hear at least 10 cases at our office on Saturdays, where both the consumers and the companies’ representatives present themselves,” says an official of the Cell.
According to the official, complaints are registered depending on the seriousness. About 80 per cent of the complaints are cleared by guiding the complainant online itself when he or she calls the toll-free number, while the remaining are registered by the Cell and are posted for hearing, says the official. For instance, people complain about RTC and Ration Shops issues, when they feel aggrieved.
These are disbursed by forwarding to the department or booked based on the seriousness of the complaint. Some of the complaints are received from the remotest villages and towns like Eturunagaram of Warangal district and Bhainsa of Adilabad district, he says. The toll-free number was started in September 2015 in Telangana, while linking this to the Cell’s other operations, including weekly hearings.
The process, which is yet to be upgraded, is currently running through registration and feedback through emails and phone calls. But once it is upgraded, the consumers would be able to get the feedback about the progress of their cases directly on their mobiles.
An initiative of the Central government under the Consumer Protection Act, 1986, the Cell is currently functioning in about 12 States, where small problems are solved. The complainant has to be registered by submitting a form, where information of the complainant, details of the opposition party, details of the complaint with enclosures, and type of relief expected should be provided by the complainant, informs the official.
By Md Nizamuddin
