What is National Consumer Helpline – INGRAM (consumerhelpline.gov.in)?

If you are based in India and want to file a complaint in the consumer court for an unusable digital product or bad faith by platform providers, you can contact the government of India national consumer helpline for assistance by grievance registration. The Department of Consumer Affairs has created a website where consumers can file complaints about products and services they’ve received. This website is called the Integrated Grievance Redress Mechanism (INGRAM).

You may be able to get a refund if you can prove that the product is not usable. The national portal is an easy-to-use redressal system for consumer affairs and consumer protection. Consumers can register their grievances online through this portal.

When Can A Consumer File A Consumer Grievance?

A consumer can file a complaint if they feel they were wronged by a company. For example, if they were overcharged for a product, or if the product was not as advertised. Complaints can also be filed if the company did not deliver what was promised, or if the customer was treated poorly. It is subjective to the terms and conditions of each specific case.

Tips to lodge a customer complaint

There are a few things to keep in mind before you decide to register a formal complaint:

• Clearly read and understand the refund policy. There could be a time period and other conditions to be fulfilled.
• Be sure to have all the necessary documentation available, especially proof of payment and photographic evidence supporting your claim.
• Be sure to contact the seller directly and explain the situation.
• If the seller does not respond or refuses to resolve the issue, try to keep screenshots of conversations attempted.

Procedure for registration of consumer complaint with Department of Consumer Affairs

• BEFORE:

1. Keep a small write-up/bullet points of your complaint + a screenshot/pdf of the payment receipt.
2. Go to the company website and find carefully what is the official name of the parent company you have bought from.
3. Jot down details of the company – Official name, postal address, email address, phone number

• DURING:

1. Once you have all the above details in one place, go to INGRAM | Integrated Grievance Redressal Mechanism (consumerhelpline.gov.in)
2. There are multiple ways to register complaints. Choose your preferred mode. (I used the Mobile App and found it to be most convenient)
3. Fill in the information as collected, upload screenshots (can be PDF or JPEG only)
4. Submit

• AFTER:

1. A unique docket number is generated which you can track for status.
2. Complaint details are sent to the concerned company for resolution. All stages from company being informed to the emails sent to intimation reminders are updated on the App along with email updated to you.
3. You will receive a call from the company representative for a final resolution.
4. The online complaint docket CANNOT be closed by the company, only you can close it after satisfactory resolution.

The process I followed to get a refund for the full amount for an LMS platform

Here is how I got the full amount processed for an LMS platform which is being sold with big promises and hidden restrictions.

• Downloaded invoice receipt of payment made.
• Explored the platform extensively and in-depth for all features within 3 days of buying.
• Kept small notes of what was promised during the pre-sales pitch and which features were not working or unavailable for the appropriate use case
• Scheduled an onboarding session with a company representative and asked all queries to be resolved.
• Repeatedly tried to connect with company representatives and explain the issue in detail.
• Kept screenshots of WhatsApp communication and of my emails being blocked

Conclusion

In conclusion, if you have a problem with a digital tool that you have purchased, there are steps you can take to get your money back. First, try to solve the problem yourself. If that doesn’t work, contact the company’s customer service department.

Keep in mind to always be mindful of the return policy of a company before purchasing any products or services. Misuse of the consumer portal can lead to negative consequences for the consumer as well as the company. Finally, always be sure to retain your receipt as proof of purchase in case you need to make a return.

If they can’t help you, your best bet is to try to register through the online consumer portal.

Remember, refunds should only be used in special circumstances, not as a way to get free products or services. Finally, always be courteous and professional when requesting written as well as verbal communication.