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Guwahati, March 15: You have recently bought a brand-new car, after few days the car does not function properly and had issues like engine malfunction, slipping of the clutches or some features do not comply with the advertisement that made you buy the car. On the other hand, for transportation, you rely on your car and apart from the inconvenience, this problem has also caused you to incur additional cost. What would you do?
The first option would be to reach out to the dealer or manufacturer from where you have made the purchase. Since they value customer feedback, they would try to resolve the complaint at the earliest. In case auto companies refuse to cooperate and are unwilling to offer any compensation, repairs, or resolution, you can take legal action against them by sending a legal notice. However, even if they don't respond, you can approach the Consumer Forum to resolve your case. The same stands true for most of the products or services that you buy from the market.
What is a consumer forum?
If you, as a consumer, are not satisfied or have any grievances about the quality of a brand, product or service, you can file a consumer complaint and seek redress.
Consumer forum is a place where a consumer may file a complaint against a seller in the case where the consumer feels that he has been cheated or exploited by the seller. The point of having a separate forum for consumer disputes is to ensure that such disputes are speedily resolved.
The Government of India passed the Consumer Protection Act, 1986 to protect the consumers' interest as well as to establish state bodies to deal with consumer problems and anything that arises thereof.
The government runs a portal called the integrated Grievance Redress Mechanism (INGRAM). It is a complaint and grievance redressal system launched by the Department of Consumer Affairs to create awareness, advise and redress consumer grievances and act as a central registry for lodging consumer grievances.
How to lodge a complaint?
Step 1: You can call on toll-free number to register your grievances at 1800-11-4000 or 14404.
Step 2: Speak to the concerned authorities and register your complaint, take your complaint number for future reference.
Step 3: You will receive an e-mail or message regarding your grievances; acknowledge the same.
The phone lines are active on all days from 09:30 am To 05:30 pm except for national holidays.
How to register online?
• Visit the official website www.consumerhelpline.gov.in
• Register yourself with details like name, email, address and phone no.
• After registering, log-in and fill in the username and password. Then go to 'File complaint' so as to file the complaint.
• Fill the form with necessary details of the problem or the grievances and click 'submit'.
Other ways to lodge a complaint:
SMS at 8130009809, the concerned authorities will get back to you.
OR
You can also leave your complaint via Consumer App at https://consumerhelpline.gov.in/apps/consumerapp/
The Consumer Protection Act guarantees the following six Consumers Rights:
1. The right to be protected against marketing of goods which are hazardous to life and property.
2. The right to be informed about the quality, quantity, potency, purity, standard and price of goods to protect the consumer against unfair trade practices.
3. The right to be assured, wherever possible, access to an authority of goods at competitive prices.
4. The right to be heard and to be assured that consumers interests will receive due consideration at appropriate forums.
5. The right to seek redressal against unfair trade practices or unscrupulous exploitation of consumers; and
6. Right to consumer education.
