The Hindu : New Delhi News : Website planned to redress consumer complaints

Online edition of India's National Newspaper
Saturday, Dec 25, 2004

New Delhi

New Delhi

Website planned to redress consumer complaints

By Mandira Nayar

NEW DELHI, DEC. 24. This will be a rare chance for almost "instant'' justice. Literally. A dream-come-true for net-savvy consumers, the Consumer Coordination Council (CCC) will launch a website on Internet on International Consumer Rights Day on March 15, that will have an online registration redressal mechanism. A consumer online research and empowerment centre, the proposal is currently under consideration with the Union Ministry of Consumer Affairs.

"The website will be a complete resource centre that people can access from all over the country. Consumers can log on to the website and register their complaints. The site will then take it up with the service provider or the company and bring it to a logical conclusion. The idea is to settle matters before so that going to court is only the last resort and we reduce the load on the courts,'' stated the director, CCC, S. Krishnan.

A faster alternative than the legal route, this website may make the promise of the Consumer Protection Act justice within three months a reality. While the website will be available in Hindi and English to start with, officials claim that finally it will be able to be accessed in most official languages.

Besides, setting up an alternative route to redress their complaints, the website will also serve as a complete one stop destination for information on consumer related issues. From what to look out for while buying mobile-phones to guidelines for buying toilet soaps, the website will have everything that a consumer could need.

"The consumer movement will only pick up strength if consumers start asserting their rights. The website is one way to raise consumer awareness. While the website will help solve the problems so that they don't end up in courts, it will also have a data base of people who are experts in the field so that the consumer can get in touch with advocates from here. It will also have all the important judgements on different matters so that people know what the precedent is. The Act was designed in such a way that the consumer should have been able to approach the district fora themselves, but since the companies often hire advocates the complainant is at a disadvantage and has to hire one too,'' sources say.

Hopefully the website will go a long way in reducing the lawyers in consumer courts at least. And for those who have no access to the Internet, the Ministry of Consumer Affairs has another alternative -- a telephone helpline. Started by the Commerce Department of the Delhi University, the helpline will be operational in Hindi and English soon.

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