Free, informal grievance redressal mechanism gains popularity
Shahin Bepari Lambe
Panaji : About 90% of consumer complaints in Goa are being successfully resolved through the conciliation process, according to a member of the conciliation committee. The mechanism, aimed at redressing grievances without court intervention, is proving to be a quick and cost-free solution for consumers.
“It helps many people settle their complaints quickly,” the committee member said.
The process involves direct discussions between the disputing parties and is offered free of charge.
“This conciliation is the only cell set up in the state at Panaji civil supplies and consumer affairs department,” said Director of Civil Supplies and Consumer Affairs Jayant Tari. “This conciliation platform is not like a court. It has no legal powers, but many cases are being resolved through mutual understanding.”
Tari said that given the success of the Panaji cell, the department is planning to open a new centre in South Goa. “Space and furniture have already been arranged, and members also have been selected,” he said.
The conciliation team includes experts with 10 to 15 years of experience in handling consumer issues. “When a complaint is made, both parties are called, and the matter is discussed. Often, the issue is settled right there, and sometimes even compensation is given. In some cases, people have received up to Rs 35,000 for issues related to banks,” the committee member said.
If a resolution is not reached during conciliation, the complaint can be escalated to a district commission, which holds legal authority to summon parties and pass enforceable orders. The conciliation process has been active for over 20 years.
Consumers dissatisfied with the outcome can still approach higher authorities. “Cases below Rs 50,000 are handled at one level, while those above Rs 50,000 are taken up at a higher level or by the State Commission,” the committee member explained.
Consumers do not need to pay any fees at the conciliation stage. If the complaint is upheld, the opposite party may be ordered to provide a refund, compensation, or rectify the service.
“Complaints range from buying mobile phones and cars to beauty treatments and real estate,” the committee member said, citing one case involving a young woman who took 75 facial injections after being promised fair skin.
“She was misled by a beauty company and later threatened. The case was resolved in her favour.”
