Transcript
Complain Portal
Idea Conceived by
Reaching out to Consumers …..
TYPES OF PARTIES INVOLVED
INVESTOR
CITIZENINDIVIDUAL
CONSUMER
Equity , Debentures, Bonds Mutual Funds Goods and Services
Services Government Goods & Services
INTRODUCTION TO PRESENT DISPUTE RESOLUTION SYSTEM
Ambiguity for the parties involved
How to write the Compliant?
What to write in the Complaint?
To whom to write the Compliant ?
IMPACTED PARTIES & PRESENT SYSTEM
INVESTOR
CONSUMER
CITIZEN
i. Consumer Forum i. Ministries
ii. Government Agencies
iii. Courts
www.investorhelpline.in
www.investorwatchout.com
INDIVIDUAL
i. SEBI
ii. STX
iii. RBI
Regulatory Bodies & Website
i. Courts
Midas touch
helpline
Online filing of complaints
Online filing of complaints.
WEAKNESS OF THE PRESENT SYSTEM
Multiple Agencies
No Centralized System of resolving complaints.
No Centralized Monitoring System
Complaints to Unrelated Parties
Mixing of Net filing & Physical filing system.
No solution in Letter & Spirit
No authentic data to Companies.
No MIS System.
No fear to Companies.
ERA OF e-governance
E-governance calls for the
transformation of present legal
system into IT driven legal system
Vision of E-governance
Automation
Replacing current human-executed processes, which involve accepting, storing, processing, outputting or
transmitting information.
Informatisation
Supporting current human-executed information processes.
Transformation
Creating new methods of Public Service Delivery
Solving the
Purpose
OUR PORTAL
Centralized System of Filing Complaint
One portal for all complaints.
Pre –defined Complaint Sheet
Solving the problem of
What to Write?
How to Write?
To whom to Write?
Reaching out to Proper Authority
CONSUMER COMPLIANT
COMPANY AUTHORITY
Solving Multiple Complaint Filing
Physical Filing On line Complaint Filing
Our Portal
Converting the physical filing into online complaint & attaching the same
Public viewing of Complaints
Public viewing of complaints
may cause fear of losing the
reputation / brand
So developed by companies
Multiple layers for Complaint Resolution
Checks and Balances at every Company
Complete MIS for every Complaint
Concerned Department 0 – 15 days
Chairman/ MD After 15 days
Centralized Monitoring System
IN NUMBER OUT NUMBER
On entering of Complaint
On resolution of Complaint
General user
Registered ?
yes
noRegistration
Log-in
Fills complain form and submits
Portal database
Once user click SUBMIT , complain is registered along with a unique complain Id Which can be used later on by user for checking status of the complain.
complain
Contains company details
.
View of General User
Model of Complain Portal
Defined Level- n
Defined Level- 2
Defined Level- 1Company Module
In-Complain
Out-Complain Status
Registered User
Complain
Complain Status
Complain Portal
Mail to Complainant and Admin
Message Board Status
updating
Complaint
Resolved?
Making a Complain –Simple Process
Choose the type of complain Choose the head of letter out of given
options. Write a subject of letter Choose pre-defined content of letter Choose the footer of letter Request priority of resolution Submit the request Note the request number for complain
Unique Features of the Portal
Direct interaction between the Consumer and Company
Complainant Registration
Company Registration
Public viewing of pending complaints
Multiple layers for check and balances i.e. Reporting of the compliant to the concerned department first at the first layer and at the second layer to the CEO of the company
Unique IN (on reporting of complaint) & OUT (On resolution of compliant) Number Allotment to Companies.
Overall Impact of the System
Precious Resource Saving
Complaint resolution in Letter & Spirit
Company would be eager to solve problems to save their reputation.
Improved quality of products
Company’s Grading
Corporate Governance
THANKS ………..
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