Co-Optex (2), SBI, Chennai Metro Water and Sewerage Board, BSNL, ETA, Land Survey Department(3), Equitas Small Bank(2), RBI, Polycab, L egal Metrology, Sundaram Finance, Arihant Housing, SS Technology, Kokuya Camlin, National Life Insurance, Silk Board. Census Deparement (Aadhar), Idea Cellular, LIC, IOC, Star Health, Akash Ganga, Aavin, TNSC, New India Assurance, LIC Housing, MTC etc.

The first ever Consumer Grievance Redressal Day organized by Consumers Association of India jointly with Department of Civil Supplies and Consumer Protection, Govt of TN was held on 18th September, 2016 at Annai Theresa Hall, Chennai from 10:00am to 6:00pm.

Our Co-sponsors were The New India Assurance Co Ltd and Equitas Small Finance Bank.

Our partners were, The Hindu (English and Tamil) – Cause Partner, Net Core – Digital Media Partner and TDI – Airport Signage.

Inaugural Function was held between 10:00 and 11:00am. The function started with a welcome address by Mrs. Nirmala Desikan, Chairman and Managing Trustee, CAI. This was followed by a brief introduction to CAI, its activities and organizational structure by Mr. Santhanam, IAS (Retd), Trustee, CAI. An overview about the consumer grievance redressal day – objective and goal – was detailed by Mr. Srinivasn K. Swamy, Trustee, CAI. This was followed by a brief description by Ms. Swathy Satyamurti, Director, Projects on how CAI handles complaints – what kind of complaints are handled, steps taken to redress, who can complain and how many complaints have been handled.

Shri P.V. Rama Sastry, IPS, Joint Secretary, Ministry of Consumer Affairs, Food and Public Distribution, Department of Consumer Affairs, Government of India declared the event open and gave the Inaugural speech. In his address, he stressed the need for conducting more such events across all districts and states. Mr. Sastry said the State governments and voluntary consumer organizations need to cooperate with the centre in organizing such melas in different parts of the country for grievance redressal.

The Chief guest as well as Special Guest toured the stalls at the event along with Mr. Santhanam, CAI Trustee.

Stalls: There were over 40 stalls put up by private manufacturers, traders, service providers as well as Government Departments and others like Tata Motors (3), Akshaya Tours and Travels, Chennai Corporation,

Lucky Draw. All participants who registered at the event were eligible to participate in the lucky draw which was conducted on the hour, every hour. The lucky winner would receive 1 Year Free e- membership of CAI as well as a special gift. A total of 208 people registered to avail of this offer. Lucky draw was conducted 6 times with 6 winners. Of which, 4 winners were present at the venue to collect their gifts. Other 2 winners have been notified and requested to collect their gift from CAI.

Complaints: We received a total of 150 complaints. The complaints were against private sector as well as Government agencies and public sector undertakings. Within the private sector, they were against defective products as well as deficiency in service. See break up of complaints in the table below:

Description / No. Of Complaints

Government – 47
Consumer Durables – 35
Tours and Travels – 5
Automobiles – 6
Food Safety – 1
Insurance – 10
Telecom – 12
Housing – 14
Banking – 12
Education – 1
Not under CP – 7
TOTAL – 150

Legal Counseling: There were 2 legal consultants present at the venue. Complainants in need of legal guidance availed of their services free of charge. The legal consultants were approached for matters relating to housing, land patta, consumer durables and for guidance on complaints already registered in the forum.

How CAI handles complaints: All complaints received are handled in the following manner:

1.Complaint Registration – Each complaint is registered in CAI’s complaint management system and a unique ID created for tracking. This process shall be done within 2 days

2.Complaint is validated – The complainant shall then be contacted to gather further information/documents / clarification if required

3.Mediation

Once complaint is validated, CAI shall initiate mediation with the opposite party. This may be done over phone/email/post/in person as the case may be. CAI shall be a neutral third party between the complainant and the opposite party and shall aim to resolve the grievance amicably. This process may take anywhere between 2 days to 6 months or more.

4.Complaint Closing

All complaints shall be taken to their logical conclusion and shall be closed only after satisfactory confirmation is received from complainant.

Legal - In the event CAI’s mediation is not successful, the complainant will be directed to the next best option of approaching the concerned consumer forum. CAI shall guide them in the process but shall not represent them or file a petition on their behalf.


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