Q.Under which consumer right does a business firm set up consumer grievance cell?
Setting up a consumer grievance cell by a business firm is an exercise of the Right to be Heard — one of the six fundamental consumer rights recognised under the Consumer Protection Act, 2019.
The Consumer Protection Act, 2019, grants every consumer six core rights. Among them, the Right to be Heard ensures that consumers’ complaints and grievances will receive due attention and consideration. This right is not just about filing a complaint; it is about the assurance that the business will listen and respond.
When a business firm voluntarily establishes a consumer grievance cell, it is putting this right into practice. The cell acts as a dedicated channel through which consumers can voice their dissatisfaction, and the firm is expected to address those concerns fairly and promptly. This is a proactive step by the business to honour the consumer’s right to be heard, rather than forcing the consumer to approach external forums like the District Consumer Disputes Redressal Commission.
The other five consumer rights are: Right to Safety, Right to be Informed, Right to Choose, Right to Seek Redressal, and Right to Consumer Education. The Right to be Heard is distinct because it focuses on the process of listening, not just the outcome.
The Right to be Heard is also sometimes called the Right to Representation. It means that consumers have the right to express their grievances and have them considered at appropriate forums — including the firm’s own grievance cell.
In practice, many companies now set up such cells as part of their customer service or complaints department. This is a direct implementation of the Right to be Heard, because it gives consumers a platform to be heard before the problem escalates. The existence of a grievance cell does not replace the consumer’s right to approach a consumer court, but it is a first step that the business itself provides.
In short, a business firm sets up a consumer grievance cell under the Right to be Heard, ensuring that consumers can voice their complaints and receive a timely response from the company itself.
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