Consumer Protection Laws

How to Handle Customer Complaints Via Social Media

Are your customers leaving negative comments on social media? Do you need a plan to handle customer complaints? Responding quickly and appropriately to negative social comments can help you increase customer loyalty and retention. In this article you’ll find out how to deal with negative comments on social media.

Salient features of the new Consumer Protection Bill 2015. It proposes to set up a regulatory authority which will have powers to recall products and initiate class class suit against defaulting companies, including e-tailers. The bill provides for a comprehensive framework for protection of consumer interest and will replace the Consumer Protection Act, 1986. The key features of the bill include establishment of an executive agency ‘Central Consumer Protection Authority’ (CCPA) which will protect and enforce the rights of consumers. The authority will intervene when necessary to prevent consumer detriment arising from unfair trade practices and to initiate class action including enforcing recall, refund and return of products. The bill has provisions for “product liability” if product/services causes personal injury, death or property damage and will take action against defaulting manufacturers or service providers. For speedy disposal of court cases, the bill proposes “mediation” as an alternative dispute resolution mechanism. The mediation will be under the aegis of consumer courts. The Bill also provides for stringent penalty, including life imprisonment in certain cases. The Consumer Protection Act 1986 was amended thrice earlier in 1991, 1993 and 2002. The bill also has several provisions aimed at simplifying the consumer dispute resolution process in the consumer fora. They include enhancing the pecuniary jurisdiction of the Consumer Grievance Redress Agencies, power to review their own records by the state and district commissions. The bill also has a provision for setting up of a ‘circuit bench’ to facilitate quicker disposal of complaints and there is an enabling provisions for consumers to file complaints electronically and file complaints in consumer courts that have jurisdiction over the place of residence of the complainant. The complaints will be deemed as admissible if the question of admissibility is not decided within 21 days. The new bill is expected to enhance the quality and safety of products and services. The proposed law has much needed provisions ensuring fair equitable and consistent outcomes for consumers.