About Cgrf

About CGRF

CREDAI makes a conscious effort to protect the interst of buyers. CREDAI has established a CONSUMER GRIEVANCE REDERESSAL FORUM in October 2012, where an aggrieved buyer can register a complaint against CREDAI member developer.

By translating investor interest protection into a mechanism, the apex body of real estate developers resolves consumer complaints expeditiously and prompts bestselling practice amongst the developer fraternity.

This is the first of its kind initiative, that aligns the interest of consumers with the member builders. The self-regulation of the industry in terms of standards of delivery vis-à-vis commitment will build trust among present/ prospective buyers, the government and the media. All chapters at city and state level have accepted the self-regulation norm and have been settling consumer greivances through their Redressal Forums, though the exact details may vary slightly from chapter to chapter.

A CASE STUDY OF CONSUMER GRIEVANCE REDRESSAL FORUM IN NCR IS PRESENTED BELOW:

In order to protect the interest of buyers, CREDAI NCR established a ‘Consumer Grievance Redressal Forum’ in 2012 where an aggrieved buyer could register a complaint against CREDAI NCR member developer. The Forum covered 200 members across NCR region.

Following its establishment in the year 2012, a big advertisement campaign was launched on which CREDAI NCR spent around Rs.55 Lacs. The campaign was meant to inform the general public about Consumer Grievance Redressal Forum and lodging of complaints online.

The mechanism consists of the respective developer downloading the complaint lodged by the buyer from the website and informing the number of days that will be needed for resolution of the complaint. The time period to resolve complaints ranges from 7 to 45 days depending on the nature of the complaint. To reduce the incidence of complaints, the developers are encouraged to adopt standard procedures, protect buyer’s interest and embrace transparent practices.

In order to keep the resolution process free from internal influences, a provision has been made for experienced Legal and Technical experts of developers to facilitate such resolutions. The panel, at present, consists of Retd. High Court Justice S.K. Dubey or Retd. High Court Justice G.C. Bharuka and one Governing Council Member - CREDAI NCR together with Secretariat - support the conduct of proceedings at Arbitration Halls, Supreme Court of India Complex.

So far, Consumer Redressal Forum has registered approximately 1265 complaints and effectively resolved 1119 cases (as in June 2014). Out of the remaining 146 cases 115 are in the process of being resolved. The above figure shows that CREDAI NCR has already resolved around 90% cases in an amicable way through peer pressure and informal arbitration and the percentage is increasing day by day. The success rate shows that general customer is gaining confidence in Consumer Grievance Forum of CREDAI NCR.

CONSUMER GRIEVANCE REDRESSAL FORUM UNDER CREDAI

PROCEDURE

AIMS AND OBJECTIVES:

WORKING PROCEDURE:

GUIDELINES FOR ASSOCIATION IN RESPECT OF CGRF