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Log on to complain

india Updated: Nov 11, 2010 14:35 IST
Sneha Mahale
Sneha Mahale
Hindustan Times
Highlight Story

The idea for www.complaintdesk.in came when two friends from NIT Jaipur, Nrupal Das and Saurabh Sudhir, had a long discussion regarding the need for a portal where people can share their views about products and services being offered by different companies, organisations and even government offices. Sudhir says, “We had our share of troubles with bad service and utter disregard for consumer rights, and wanted to contribute something so that someone else does not face the same issue or if he does, then previous experiences of others might help him solve his issues.”

That’s how complaintdesk.in came about. Sudhir says, “This portal is not a place for bashing big corporate houses or service providers or simply sharing your troubles to get sympathy from fellow consumers. It is more about creating awareness amongst the masses that they have right to better services.”

It also helps the respective company or organisation by establishing a line of communication with their consumers who have failed to get their issues addressed by traditional customer service. Sudhir says, “Complaintdesk.in is an attempt to provide a platform where consumers and companies can participate in a discussion with an aim to resolve complaints or grievances.”

So far, 55 complaints have been posted on the website. Some of the complaints were replied to directly by customer service representatives of the respective companies. PolicyBazaar.com was the first company to respond to a complaint posted on the website.

The functional team consists of three members, including Das, Sudhir and their friend Vikrant Gupta. They work on coming up with new ideas, strategy and negotiations on different fronts to take the website to a higher level. They communicate with academicians and industry people to find simple solutions that can be suggested to consumers and industry people.

Next up, the founders are looking to explore opportunities with various NGOs to provide consultation in complaint redressal to users. There are also plans to develop an online complaint resolution system, which can facilitate open discussions between consumers and companies.

It should kick off by March 2011. Sudhir says, “Apart from this, we are also exploring opportunities to provide paid consultation to our users.”

What’s available

Social platform for sharing complaints against service providers.

Social media reactions statistics (Details of the complaints being discussed on social networks like Twitter, Facebook etc are shown on the website.)

Add-ons for people to discuss and share their views over each complaint registered.

Resources like literature about consumer rights, how to file consumer cases.

How it works
Consumers with a grievance or grouse against a company, government agency contact www.complaintdesk.in through the website.
They share your story and invite people to have a discussion or contribute any ideas/experiences to solve your issues.
The next step is to communicate the respective service provider regarding the problem and seek help in addressing the issues.