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Consumer Grievances Redressal Mechanism in
BSNL
Appeal Procedure as per CONSUMERS COMPLAINT REDRESSAL REGULATIONS, 2012 (1 OF 2012) Dated 5th JANUARY, 2012
Appeal to
appellate authority for redressal of consumer
grievances--
Appeal to Appellate Authority.----(1) Where a consumer is not satisfied with the redressal of his complaint by the Complaint Centre, or his complaint remains unaddressed or no intimation of redressal of the complaint is received within the period specified in regulation 8, such consumer may prefer an appeal to the Appellate Authority of the concerned service provider for redressal of his complaint.
(2) A consumer may prefer an appeal before the Appellate Authority under subregulation (1) either through e-mail or facsimile or post, or in person;Explanation: For the purpose of this sub-regulation ‘post’ includes ‘courier’.
(3) Every appeal under sub-regulation (1) shall be preferred within a period of thirty days after expiry of the time limit specified in regulation 8; Providedthat the Appellate Authority may entertain an appeal after the expiry of the said period of thirty days but before three months from the expiry of the time limit specified in regulation 8, if it is satisfied that there was sufficient cause for not filing it within that period.
(4) No fee shall be charged from a consumer for filing an appeal before the Appellate Authority.
Registration of Appeals and scrutiny by Advisory Committee----
(1)The Secretariat of Appellate Authority shall,----
(a) immediately on receipt of an appeal, register it by assigning a unique appeal number;
(b) acknowledge the appeal, within three days of its receipt, by sending the unique appeal number through SMS or e-mail to the consumer;
(c) forward, within three days from the date of receipt of the appeal, a copy of the appeal to the service provider concerned for filing a reply, within seven days, alongwith the relevant information, document or record; and
(d) within two days of receipt of the reply from the service provider place the reply, alongwith the appeal, before the Advisory Committee for its consideration.
(2) The Advisory Committee shall render its advice on every appeal placed before it within fifteen days.
(3) The Secretariat shall, within two days of receipt of the advice of Advisory Committee, place before the Appellate Authority, the appeal, the reply received from the service provider under clause (c) of sub-regulation (1) above and the advice of the Advisory Committee, for its consideration.
Disposal of appeal by Appellate Authority----
(1) The Appellate Authority shall ensure uniformity in the procedure for deciding appeals and shall comply with the provisions contained in sub-regulations
(2) The Appellate Authority shall, within ten days of the appeal being placed before it, conduct such inquiry as it may consider necessary and dispose of the appeal by passing a reasoned order in writing stating therein the points for determination and the decision thereon; Provided that the Appellate Authority shall, while deciding the appeal, give due consideration to the advice given by the Advisory Committee; Provided further that in case the Appellate Authority decides the appealotherwise than in accordance with the advice of the Advisory Committee, it shall record the reasons for the same in the order passed by it.
(3) The presence of the appellant shall not be obligatory, but he may, if he so desires, appear in person to present his case before the Appellate Authority.
(4) On disposal of the appeal by the Appellate Authority, the Secretariat shall intimate the decision thereof to the appellant and the service provider.
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