THE RIGHT TO REDRESSAL of complaints is one of the internationally recognized eight rights of the consumer.

We are all consumers - of goods, services or environment and our complaints generally revolve around the following:

• Goods - Quality, price, measurement, after sales services
• Services - Quality, price, time, courtesy.
• Environment - Air, water, noise pollution.

• Ignorant of our rights and responsibilities as consumers ;
• Not aware of where and how to complain;
• Not sure whether complaining will be of any use;
• Just lazy, uncaring and apathetic.

1. Be sure that your complaint is specific and necessary (It should not be petty).
2. Be aware of your rights and responsibilities as a consumer.
3. Give the other person the chance to explain and pursue the matter only if you are not convinced.

1. Ensure that your complaint is specific with information and proof (Bill or receipt) to back it.
2. Write the complaint in good handwriting and in the language of courtesy. Typewritten / Computer printed complaints are the best. Avoid harsh words and allegations.
3. Send a copy of the complaint to your local consumer organization (list of local consumer organizations all over the country and the website of the fcamin.nic.in).
4. Do not attach original bills or receipts to your complaints. Keep a number of copies of these and also of the complaint letter.
5. In cases where the seller does not issue a voucher to the buyer, the buyer has to base his complaints on circumstantial evidence. For instance, the buyer can enter the shop along with a few respected citizens (without the knowledge of the shopkeeper) and buy the commodity requesting the shopkeeper to issue him a voucher. When the shopkeeper refuses to do so, the buyer may come out of the shop, and prepare a statement that could be signed by the friends of the buyer as witnesses. It can take the place of a purchase voucher.
6. After delivery of the complaint, keep the acknowledgement receipt with you as proof. Where receipt is not available, note acknowledgement on the copy of your letter. If the letter is sent by post, send it under certificate of posting. (or by registered post or courier with acknowledgement slip)
7. If you have to send a follow-up letter or reminder, attach a copy of the original complaint for ready reference.
8. Pursue the complaint to the end. Do not give up. It is possible that your one complaint may improve a whole system.

Resolving complaints on the spot is perhaps most satisfactory. State your case frankly and reasonably. Most of the time the seller co-operates

1. Make sure that you are complaining to the right person or organization.
2. In cases of goods, complain first to the seller.  If verbal complaint is not enough register in writing.  In case the seller does not respond, write to the manufacturer enclosing a copy of the earlier complaint.  If the manufacturer does not respond, write to the manufacturers’ complaint cells or representative organizations enclosing a copy of the complaint made earlier.
3. In case of services, complain systematically right from the lowest to the highest echelons of officers.
4. Avail the facility of consumer complaint cells of business and public sector organizations.
5. When direct complaints bring no response, write to a consumer organization to take up the complaint.
6. Also write to the press.  Many news papers and magazines have consumer complaints columns.
7. Governmental authorities can also approached.  To name a few : Drug Controller, MRTP Commission, Weights and Measures Officer, The Consumer For a etc.
8. As a last resort, write to the Director General of Investigation and Registration, MRTP Commission, New Delhi (address on page 46) or to the District Consumers Disputes Redressal Forum in your district depending on the nature of the complaint. The court of law is the ultimate resort.  Make sure, you have all the facts, documents and information if you intend to file a case.
9. Do not forget to inform and to thank all those who have helped to solve your problem.  This will ensure their help at all times.

In order to write a precise and brief complaint, it is necessary to carry out the following preliminary work:

• Collect Facts
• Organize Facts
• Identify the party responsible
• Find person authorized to solve the problem
• Identify strong arguments

Once this preliminary work is over, you must convey in a precise and brief letter:

1. What is the dispute about?
2. Why the party is being approached.
3. Your preferred resolution of the dispute, eg., adequate repair/refund/replacement
4. Time limit for resolving the dispute

Complaint letter must contain:

• Your full name, address and signature
• What you bought (Model No. Serial No. to assist the manufacturer to identify the product).
• Where you bought it.
• Date of Purchase and Amount you paid.
• Warranty period, if applicable.

If the dispute is of a complicated nature, a lengthy correspondence may be envisaged. Letters of the following types in escalating order may be visualized.

• Opening skirmishes to keep facts on record.
• Low key warning.
• The ultimatum.
• Approaching the statutory body / getting legal help.