The recent initiative taken by the Union Minister of Consumer Affairs, Food and Public Distribution has led to the launch of a ground-breaking ‘Consumer App’. This application will significantly speed up the consumer grievance redressal process and act as an efficient platform for consumers to share their recommendations with the department about issues related to consumers. The primary objective of this application is to offer a comprehensive solution for consumer grievance redressal.
Core Features of the Consumer App
After registering on the app, consumers will receive notifications about their grievances through SMS or email, along with a unique tracking number. The app ensures a time-bound resolution of all complaints. It distinguishes between simple grievances and complex ones, resolving simple grievances within 20 days, while those of a more complex nature will be resolved within a span of 60 days.
If the resolution cannot be attained within the designated 60 days, the app advises consumers to proceed to the consumer forum for further action. Another key feature is that consumers will be notified prior to the closure of a complaint. If a consumer is not satisfied with the resolution, the complaint can be referred further to the pertaining department.
The application supports both Hindi and English languages, thus making it user-friendly and accessible to a broader consumer base.
Grievance Resolution Timelines
| Type of Grievance | Resolution Time |
|---|---|
| Simple Grievances | 20 Days |
| Complex Grievances | 60 Days |
Benefits to Consumers
The app signifies a step towards digitalization in consumer affairs and encourages transparency in the grievance redressal process. By providing timely updates on the status of their grievances and facilitating tracking through a unique number, it ensures consumers stay informed at all stages.
Moreover, the app allows users to express their valuable input on consumer-related issues, making them an integral part of the decision-making process. This not only empowers consumers but also helps the department in making more informed and consumer-friendly decisions.
In cases where consumers are unsatisfied with the resolution provided, the application provides guidance on further steps to take, ensuring that every grievance receives adequate attention and resolution.
Takeaway
The Consumer App is a significant advancement in easing the consumer grievance redressal process by offering a one-stop solution. Its user-friendly interface, coupled with its capabilities of timely resolution and continual updates, make it an effective tool for addressing consumer issues. While enhancing the transparency of the redressal process, it also offers consumers a platform to voice their concerns and suggestions, thus promoting customer participation and satisfaction.
