E greivance model


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E greivance model

  1. 1. Complain Portal Idea Conceived by Reaching out to Consumers …..
  2. 2. TYPES OF PARTIES INVOLVED INVESTOR CITIZEN INDIVIDUAL CONSUMER Equity , Debentures, Bonds Mutual Funds Goods and Services Services Government Goods & Services
  3. 3. INTRODUCTION TO PRESENT DISPUTE RESOLUTION SYSTEM Ambiguity for the parties involved How to write the Compliant? What to write in the Complaint? To whom to write the Compliant ?
  4. 4. IMPACTED PARTIES & PRESENT SYSTEM INVESTOR CONSUMER CITIZEN <ul><li>Consumer Forum </li></ul><ul><li>Ministries </li></ul><ul><li>Government Agencies </li></ul><ul><li>Courts </li></ul>www.investorhelpline.in www.investorwatchout.com INDIVIDUAL <ul><li>SEBI </li></ul><ul><li>STX </li></ul><ul><li>RBI </li></ul>Regulatory Bodies & Website i. Courts Midas touch helpline Online filing of complaints Online filing of complaints.
  5. 5. WEAKNESS OF THE PRESENT SYSTEM <ul><li>Multiple Agencies </li></ul><ul><li>No Centralized System of resolving complaints. </li></ul><ul><li>No Centralized Monitoring System </li></ul><ul><li>Complaints to Unrelated Parties </li></ul><ul><li>Mixing of Net filing & Physical filing system. </li></ul><ul><li>No solution in Letter & Spirit </li></ul><ul><li>No authentic data to Companies. </li></ul><ul><li>No MIS System. </li></ul><ul><li>No fear to Companies. </li></ul>
  6. 6. ERA OF e-governance E-governance calls for the transformation of present legal system into IT driven legal system
  7. 7. Vision of E-governance <ul><li>Automation </li></ul><ul><li>Replacing current human-executed processes, which involve accepting, storing, processing, outputting or transmitting information. </li></ul><ul><li>Informatisation </li></ul><ul><li>Supporting current human-executed information processes. </li></ul><ul><li>Transformation </li></ul><ul><li>Creating new methods of Public Service Delivery </li></ul>
  8. 8. <ul><li>Solving </li></ul><ul><li>the </li></ul><ul><li>Purpose </li></ul>OUR PORTAL
  9. 9. Centralized System of Filing Complaint <ul><li>One portal for all complaints. </li></ul><ul><li>Pre –defined Complaint Sheet </li></ul><ul><li>Solving the problem of </li></ul><ul><ul><li>What to Write? </li></ul></ul><ul><ul><li>How to Write? </li></ul></ul><ul><ul><li>To whom to Write? </li></ul></ul>
  10. 10. Reaching out to Proper Authority CONSUMER COMPLIANT COMPANY AUTHORITY
  11. 11. Solving Multiple Complaint Filing Physical Filing On line Complaint Filing Our Portal Converting the physical filing into online complaint & attaching the same
  12. 12. Public viewing of Complaints <ul><li>Public viewing of complaints </li></ul><ul><li>may cause </li></ul><ul><li>fear of losing the reputation / brand </li></ul><ul><li>So developed by companies </li></ul>
  13. 13. Multiple layers for Complaint Resolution <ul><li>Checks and Balances at every Company </li></ul><ul><li>Complete MIS for every Complaint </li></ul>Concerned Department 0 – 15 days Chairman/ MD After 15 days
  14. 14. Centralized Monitoring System IN NUMBER OUT NUMBER On entering of Complaint On resolution of Complaint
  15. 15. View of General User General user Registered ? yes no Registration Log-in Fills complain form and submits Portal database Once user click SUBMIT , complain is registered along with a unique complain Id Which can be used later on by user for checking status of the complain. complain Contains company details .
  16. 16. Model of Complain Portal Defined Level- n Defined Level- 2 Defined Level- 1 Company Module In-Complain Out-Complain Status Registered User Complain Complain Status Complain Portal Mail to Complainant and Admin Message Board Status updating Complaint Resolved?
  17. 17. <ul><li>Choose the type of complain </li></ul><ul><li>Choose the head of letter out of given options. </li></ul><ul><li>Write a subject of letter </li></ul><ul><li>Choose pre-defined content of letter </li></ul><ul><li>Choose the footer of letter </li></ul><ul><li>Request priority of resolution </li></ul><ul><li>Submit the request </li></ul><ul><li>Note the request number for complain </li></ul>Making a Complain –Simple Process
  18. 18. Unique Features of the Portal <ul><li>Direct interaction between the Consumer and Company </li></ul><ul><li>Complainant Registration </li></ul><ul><li>Company Registration </li></ul><ul><li>Public viewing of pending complaints </li></ul><ul><li>Multiple layers for check and balances i.e. Reporting of the compliant to the concerned department first at the first layer and at the second layer to the CEO of the company </li></ul><ul><li>Unique IN (on reporting of complaint) & OUT (On resolution of compliant) Number Allotment to Companies. </li></ul>
  19. 19. Overall Impact of the System <ul><li>Precious Resource Saving </li></ul><ul><li>Complaint resolution in Letter & Spirit </li></ul><ul><li>Company would be eager to solve problems to save their reputation. </li></ul><ul><li>Improved quality of products </li></ul><ul><li>Company’s Grading </li></ul><ul><li>Corporate Governance </li></ul>
  20. 20. THANKS ………..