Standards formulated for handling consumer complaints

New Delhi, Aug 17 (UNI) The Bureau of Indian Standards (BIS) has formulated standards for handling consumer complaints by Government and private organisations in the form of guidelines for solving consumer disputes without having to go to consumer courts. Addressing an Open House on 'the Role of Consumer Fora in the fast Developing Consumerism' Mr L Mansingh, Secretary, Consumer Affairs pointed out the need for having alternate mechanism for settling consumer cases with consumer courts being considered by the consumer as the last resort.

The Open House was organised by the National Consumer Disputes Redressal Commission (NCDRC) on the occasion of its Foundation Day.

Administrative machinery of various organizations should try to solve consumer grievances by setting up its own complaints cell, he said and added that organisations like FICCI, should also be considered for helping consumers solve their problems by allowing the organisation to play the role of ombudsman.

In the case of complaints against products or services in the Government sector, it was suggested that disputes should be forwarded to the respective departments for offering relief to the consumer. As far as private companies are concerned, corporate responsibility should be brought in through an amendment of the Consumer Protection Act, Mr Mansingh said.

Speaking on the occasion, Justice M B Shah, President, NCDRC said ''The purpose of the consumer court is to effectively implement the Consumer Protection Act in an equitable manner.'' During the period 2001-05, NCDRC had disposed of 18,700 cases out of about 19,500 cases filed in the courts. The District Fora all over the country had disposed of 6.4 lakh cases and the State Commission 1.2 lakh cases during the same period.

Justice D P Wadhwa, former President, National Commission emphasised the need for improving the functioning of consumer courts in the country. He also pointed out the urgent need for educating consumers about their rights and the existence of consumer redressal mechanism in case of inadequate service and defective products.

The Open House was attended by members of Supreme Court Bar Association, President and Members of Consumer Fora and a number of consumer organisations.

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