Procedure of

redressal of
Complaints.
By- Divanshu
BCom Sem 2
Roll no 20
 Overview of Redressal Mechanisms.
• Consumer Protection Act, 2019: Provides a legal framework
for addressing consumer grievances and ensuring their rights
are protected.

• Contractual Agreements: Terms and conditions within

contracts often stipulate procedures for resolving disputes
between parties.’

• Regulatory Bodies: Entities such as consumer forums,

ombudsmen, and industry-specific regulators oversee
complaint redressal and enforce regulations.

• Legal Precedents: Past judgments and case law establish

principles and guidelines for resolving similar complaints in
the legal system.

• Arbitration and Mediation: Alternative dispute resolution

methods used to resolve complaints outside of formal court
proceedings.
Different types of Complaints.
• Product Defects: Complaints arising from
faulty or substandard products, including
issues with quality, safety, or performance.

• Service Dissatisfaction: Grievances related

to poor service delivery, unfulfilled
promises, or inadequate customer support.

• Unfair Trade Practices: Complaints

regarding deceptive advertising, false
representations, or unethical business
practices.

• Billing Disputes: Disagreements over

billing errors, unauthorized charges, or
discrepancies in invoicing.
 Initiating a Complaint
• Gather Documentation: Collect
relevant records, receipts, contracts,
and correspondence related to the
complaint.

• Contact Point of Service: Reach out

to the company or service provider
directly to inform them of the issue.

• Formal Complaint Submission: File

a formal complaint through
designated channels, such as online
portals, complaint forms, or customer
service hotlines.
Jurisdiction and Forum Selection
•Understanding Jurisdiction: Determine
the appropriate jurisdiction based on
factors such as location, nature of the
complaint, and applicable laws.

•Choosing the Forum: Select the most

suitable forum for resolving the dispute,
including consumer courts, small claims
courts, or industry-specific tribunals.
 Filing the Complaint
• Provide Detailed Information:
Clearly state the nature of the
complaint, relevant facts, and
desired resolution.

• Attach Supporting Documents:

Include copies of evidence,
contracts, invoices, and any
communication related to the
complaint.

• Pay Filing Fees: Some forums

may require payment of filing
fees to process the complaint.
Mediation and Negotiation

• Mediation Process: Engage in

facilitated negotiations with the
help of a neutral third-party
mediator to reach a mutually
acceptable resolution.

• Negotiation Techniques: Use effective

communication, problem-solving,
and compromise to negotiate a
satisfactory outcome with the
opposing party.
 Adjudication Process
•Court Proceedings: Attend hearings,
present evidence, and argue the case
before a judge or adjudicating
authority.

•Legal Representation: Consider

hiring a lawyer or legal
representative to advocate for your
interests during the adjudication
process.
Remedies Available
•Compensation: Monetary damages awarded
to compensate for losses, expenses, or
damages suffered as a result of the
complaint.

•Replacement or Repair: Offerings to

replace defective products or provide
repairs for faulty services.

•Refund: Return of money paid for goods or

services that did not meet expectations or
specifications.
 Case Studies
• Johnson's Appliances: Resolving a Defective Product
Complaint
• Customer received a defective refrigerator.
• Johnson's Appliances promptly replaced the unit
and offered compensation.

• Global Bank: Mediation in Financial Dispute

Resolution
• Customer disputed erroneous credit card charges.
• Through mediation, Global Bank refunded
charges and compensated for inconvenience.

• City Hospital: Legal Action for Medical Negligence

• Patient filed complaint against City Hospital for
medical negligence.
• Court ruled in favor of the patient, awarding
significant compensation.
Lessons Learned
•Customer-Centric Approach: Prioritizing
customer satisfaction strengthens brand
reputation.

•Alternative Dispute Resolution: Mediation and

legal action can lead to satisfactory resolutions.

•Compliance with Legal Obligations: Adhering to

consumer protection laws is essential for
businesses.

•Importance of Timely Response: Prompt action

enhances customer trust and loyalty.
 THANK YOU
FOR VIEWING.