Section 33: Grievance Management

Unauthorised Translation

1) If a buyer or consumer has purchased any goods or services from a business or has started the purchasing process and is not satisfied with it, he or she may file a complaint with the person responsible for hearing complaints or the unit arranged by the business through electronic means or by giving a written notice or by appearing in person.

2) If any complaint is received pursuant to sub-section (1), the business shall register the complaint and immediately inform the buyer or consumer thereof through electronic or other means.

3) If a complaint is received pursuant to sub-section (1), the business shall investigate it and give a decision within fifteen days.

4) If it is necessary to request additional information from the buyer or consumer in connection with the investigation of the complaint pursuant to sub-section (3), the person responsible for hearing the complaint may request such information.

5) If the person responsible for hearing the complaint can address the complaint of the buyer or consumer, then the person responsible for hearing the complaint shall, if it can be addressed, provide written information along with the reason for the same to the buyer or consumer concerned within fifteen days from the date of receipt of the complaint.

6) The business should develop and implement an electronic system-based mechanism (online redressal mechanism) for grievance management pursuant to this section.