Consumer complaints to take the app route

The National Consumer Rights Protection Directorate (NCRPD) will launch an app to make the lodging of complaints easier.
The new app on the Android platform will enable consumers to directly file a complaint without having to register as a member first.
After downloading the app, one can fill in details like name, email address, mobile number, description of the complaint, and name of the company against which the complaint is being filed etc. 
These details could be supported by a photo of the faulty product, which would act as proof, said NCRPD sources.
Talking to The Independent, NCRPD director (operations) Dr Shahadat Hossain said they have already launched a website to allow consumers to lodge complaints about products and related services as well as to make them aware of their rights.
All information on consumer rights, including the Consumer Rights Act, 2009, provisions, annual reports of consumer rights council and various corresponding bulletins are available on www.dncrp.gov.bd, said Hossain.
He, however, said most consumers use the Internet on mobile phones and prefer to do everything through apps. “It’s convenient. So, we plan to launch an app. A preliminary version of the app has been developed and we are testing it now,” he added.
The NCRPD official said consumers were increasingly becoming aware about their rights. “If you look at the numbers, you will understand what I am saying. In 2015, the NCRPD had received only 225 complaints, all of which were addressed and disposed of. In 2016, the number rose to 1,622 (1,606 disposed of and 16 pending). Meanwhile, in the first two months of 2017, a total of 1,682 complaints were lodged and we have already addressed 1,327 of those,” he added.
Shahadat Hossain said that according to Section 2(3) of the Consumer Rights Protection Act, 2009, the following persons can file a complaint with the NCRPD : (a) any consumer; (b) one or more consumers having same interest; (c) any consumer association registered under any Act; (d) the National Consumers’ Right Protection Council or any officer authorised to file any complaint on its behalf; and (e) the government or any government officer authorised by the government on its behalf; and (f) the wholesaler or the retailer concerned.
The procedure for filing complaint is regulated by the Act. In accordance with Section 76(1), any person, who is generally a consumer or likely to be a consumer, may make a written complaint to the director general or any person empowered by the director general against any anti-consumer right practice.
Dr Belal Hossain, an advisor to the Consumer Association of Bangladesh (CAB), lauded the NCPRD initiatives. “I appreciate the government initiative of hastening the process of lodging consumer complaints by this proposed app and digitalized the service,” he said.
At the same time, Belal Hossain complained that the process of filing complaints was still a lengthy and complex one.
While there are designated institutions where consumers can file complaints in most countries, those consumers in Bangladesh have to obtain the approval of the NCRPD director general or a person authorized by him.
It is to be noted that under the Act, complaints cannot be filed directly in a magistrate’s court; instead it has to be addressed to the NCRPD director general or someone authorised by him within 30 days of the “complained cause of action”.
Within 90 days of lodging the complaint, the charge has to be filed once again in a magistrate’s court with the DG’s approval. In short, the person or persons responsible for filing such complaints have to be get approval from a single individual, thereby leaving room for further irregularities.
The CAB advisor said the consumers are not even given the opportunity to take their case to court and are forced to rely on the government officials concerned. “They can, therefore, only hope that effective action will be taken by the authorities concerned against those who violate their rights. Unless some of the provisions in the existing laws are changed, customers will continue to suffer,” he added.

Consumer complaints to take the app route

The National Consumer Rights Protection Directorate (NCRPD) will launch an app to make the lodging of complaints easier. The new app on the Android platform will enable consumers to directly file a complaint without having to register as a member first. After downloading the app, one can fill in details like name, email address, mobile number, description of the complaint, and name of the company against which the complaint is being filed etc. These details could be supported by a photo of the faulty product, which would act as proof, said NCRPD sources. Talking to The Independent, NCRPD director (operations) Dr Shahadat Hossain said they have already launched a website to allow consumers to lodge complaints about products and related services as well as to make them aware of their rights. All information on consumer rights, including the Consumer Rights Act, 2009, provisions, annual reports of consumer rights council and various corresponding bulletins are available on www.dncrp.gov.bd, said Hossain. He, however, said most consumers use the Internet on mobile phones and prefer to do everything through apps. Its convenient. So, we plan to launch an app. A preliminary version of the app has been developed and we are testing it now, he added. The NCRPD official said consumers were increasingly becoming aware about their rights. If you look at the numbers, you will understand what I am saying. In 2015, the NCRPD had received only 225 complaints, all of which were addressed and disposed of. In 2016, the number rose to 1,622 (1,606 disposed of and 16 pending). Meanwhile, in the first two months of 2017, a total of 1,682 complaints were lodged and we have already addressed 1,327 of those, he added. Shahadat Hossain said that according to Section 2(3) of the Consumer Rights Protection Act, 2009, the following persons can file a complaint with the NCRPD : (a) any consumer; (b) one or more consumers having same interest; (c) any consumer association registered under any Act; (d) the National Consumers Right Protection Council or any officerauthorised to file any complaint on its behalf; and (e) the government or any government officer authorised by the government on its behalf; and (f) the wholesaler or the retailer concerned. The procedure for filing complaint is regulated by the Act. In accordance with Section 76(1), any person, who is generally a consumer or likely to be a consumer, may make a written complaint to the director general or any person empowered by the director general against any anti-consumer right practice. Dr Belal Hossain, an advisor to the Consumer Association of Bangladesh (CAB), lauded the NCPRD initiatives. I appreciate the government initiative of hastening the process of lodging consumer complaints by this proposed app and digitalized the service, he said. At the same time, Belal Hossain complained that the process of filing complaints was still a lengthy and complex one. While there are designated institutions where consumers can file complaints in most countries, those consumers in Bangladesh have to obtain the approval of the NCRPD director general or a person authorized by him. It is to be noted that under the Act, complaints cannot be filed directly in a magistrates court; instead it has to be addressed to the NCRPD director general or someone authorised by him within 30 days of the complained cause of action. Within 90 days of lodging the complaint, the charge has to be filed once again in a magistrates court with the DGs approval. In short, the person or persons responsible for filing such complaints have to be get approval from a single individual, thereby leaving room for further irregularities. The CAB advisor said the consumers are not even given the opportunity to take their case to court and are forced to rely on the government officials concerned. They can, therefore, only hope that effective action will be taken by the authorities concerned against those who violate their rights. Unless some of the provisions in the existing laws are changed, customers will continue to suffer, he added.