Resolve Consumer Disputes: File a Complaint to National Consumer Protection Authority

Consumer disputes are the most common issue for which, no efficient mechanism yet exists. But, governments of various countries try to protect the rights of consumers by enforcing rules & laws as consumer rights. By these laws, Almost every country has constituted national consumer authority.

Some nations provide a regulatory body to take individual cases. But, in many countries, these national consumer authorities have fewer powers to take action on any individual consumer cases. So, the question arises, What can they do?

• These consumer authorities focus on law enforcement actions to protect the public interest at large but do not interfere with the cases of individual consumers.
• If you have complaints about goods & products or services of any company, this can be raised to the authorities informally.

You may also take legal action by filing a formal complaint with the consumer commission or court of your country. The consumer protection authorities help to provide the necessary information so, every consumer can approach the legal authorities to take action against violation of consumer rights.

Consumer disputes can be of two types:

• National dispute
• Cross-border (International) disputes

If you have purchased products, goods, or services in any country or your own, you should file a complaint with the concerned National Consumer Authority. This type of issue comes under the category of national disputes (domestic).

Cross-border disputes involve purchasing any service or products of any foreign company or buying from another country. This can happen while traveling, online shopping, and buying products in foreign countries.

Let us know each and every National Consumer Authorities of different countries to submit a consumer dispute and get what you deserve.

How to Resolve Consumer Disputes?

Consumers are protected by the laws that prevent unfair business practices, frauds, misleading competitions, or violation of consumer rights by unfair practices in the marketplace. So, if you are a buyer of goods and services and facing such issues, may file a complaint to your concerned National Consumer Authority to resolve the dispute at the national level.

Rights of Consumer

Basic Consumer Rights are:

• The right to:
  1. Satisfaction of basic needs
  2. Be informed
  3. Consumer education
  4. Be heard
  5. Redress
  6. Safety
  7. A healthy environment

Consumer authorities also provide protection for the general public from any product (including the process of production) that directly affects the public even if they are not consumers of the product or purchaser. This may include public health, environmental protection, or safety as an issue, such as automobiles, food, and electric products.

Consumer Protection

Government (consumer authorities) and some self-regulating NGOs (Non-government) or business organizations help to protect consumer rights, pursue complaints against businesses (sellers), and make better choices in the market.

Examples of some government organizations to promote consumer protection are:

• National Consumer Disputes Resolution Commission (NCDRC), India
• Federal Trade Commission (FTC), United States
• European Consumer Centres Network – ECC Net, European Union
• National Platform of Consumer Dispute Resolution, China (PRC)
• Competition & Market Authority (CMA), United Kingdom (England)

Many self-regulating businesses and non-government organizations also advocate and help for the enforcement of consumer protection laws by consumer protection agencies (authorities) and watchdog groups. Examples of such organizations are:

• Better Business Bureaus (BBB) in the US, Canada, England, etc.
• National Consumer Law Center (NCLC)
• European Consumer Organisation (BEUC)
• Consumer Federation of America (CFA)

Disputes Covered

Consumers can approach the enforcement authorities for the violation of consumer rights which cover a wide range of categories of services & goods. Basically, general consumer disputes include, (but are not limited to):

• Liabilities of products
• Unfair business practices
• Scam, fraud, and misrepresentation
• Privacy Rights
• Pricing, utility billings, and charges
• Quality of product or service (as guaranteed by the company)
• Financial services & products (loans, insurance, etc.)
• Products & services of e-commerce businesses like Amazon, Walmart, Flipkart, Alibaba, etc.
• Other consumer/business transactions

This list of covered consumer disputes may vary country by country based on the enforced laws & rules of the nation. The details of consumer authority to protect rights and business conduct are mentioned below. Approach these protection agencies and regulatory bodies to file your complaint and resolve disputes within your nation.

National Consumer Authority: File a complaint

Each country has its own government organization or consumer authority to protect consumer rights and enforce the laws legislated or ordered by the government. You can file a complaint about the violation of consumer rights or may submit a consumer dispute (dissatisfied or unresolved cases with the company).

The consumer disputes can be:

• National dispute (within your country)
• Cross-border dispute (Outside the jurisdiction of your nation)

Instructions to file a successful consumer complaint:

• First, try to resolve the dispute with the concerned company
• If not resolved, submit a notice of dispute
• Finally, approach the consumer protection agency.

The mode of communication can be the consumer hotline (helpline number), e-mail, or online e-filing by web portal or chat services of the authority. You may also visit the nearest regional office or bureau.

Note – Always provide true and factual information with relevant documents, images, or billing proof of purchased goods and services.

1. Resolve the national disputes

If you have purchased products, goods, or services within your country and do not include the disputed cross-border elements, take this dispute before your national consumer authority. Not all authorities have legal and regulatory powers to investigate and resolve individual consumer complaints (cases).

So, you may seek legal help or follow the consumer protection law of your nation and file a case in the appropriate judicial or regulatory authority with some required evidence of purchase.

Want to resolve disputes?

Have you purchased a good or service from a company based in your own country? Yes! Follow the steps and use the details of the national consumer authority.

• First, contact the company to resolve the issue
• Not resolved? Approach your national consumer authority (Consumer Protection Agency)

Official details of consumer protection agencies to file a complaint:

Have you submitted the complaint? Note down the reference/acknowledgment details to track the status and use it for future reference or know the case status.

Not satisfied with the final order? Take the help of a legal expert. Further, you may approach the judicial bodies or apex courts of your country.

2. Resolve cross-border disputes

Have you bought products from outside of your country? Yes! If you have a dispute related to products, services, or online transactions with a foreign company, first try to resolve the problem with the concerned company.

Not resolved or dissatisfied? Each country has its own consumer protection laws so this may vary within different jurisdictions. So, you will have to follow the rules & laws of the country to resolve any cross-border disputes.

Ways to resolve cross-border disputes:

• Complain with the national consumer authority of the country of the registered business/company.
• Approach to trade protection authority/commission of your country (if imported from another country)

Details to approach the consumer protection agency:

• First, try to resolve the issue with the company
• Not resolved or dissatisfied? Approach the local national consumer authority.
• Select Country: 

Yet not resolved or dissatisfied with the final order? Get the help of a legal expert (if the case is very critical and involves heavy monetary loss) to take legal action.

Frequently Asked Questions

Q. Where can I register a complaint about the violation of consumer rights?
A. You may file a complaint with the national consumer authority of your country. The authority will help you to resolve the disputes with the seller or company.

Q. What should I do if my disputes are not resolved by consumer protection authorities?
A. This may happen due nature of individual cases. Some consumer protection agencies are not empowered to take action against individual consumer cases. In this case, get the help of the authority and know the right regulatory or judicial authority to resolve your disputes.

Reference

• Consumer resources – ICPEN