MahaRERA has asked developers that this cell should have at least one Grievance Redressal Officer; His name, contact number should be prominently displayed at the project site and website.
Compliance with this provision will remain an important criterion in the proposed grading of projects.
All developers should set up a “Grievance Redressal Cell” for their respective projects to resolve the grievances of home buyers. MahaRERA has appealed to all the developers through a circular. There should be at least one Grievance Redressal Officer dedicated to this cell and his name, contact number should be prominently displayed at the project site. Moreover, MahaRERA has also suggested that it should be prominently available on the website of the developer.
Initially, the marketing system of the project is in contact with the customer while buying or registering a house. Many projects do not specify who to contact later if there are any complaints or problems. In that case, the customer does not know where to go. As a result he has to face difficulties in resolving his complaint.
This often leads to misunderstandings and complaints due to lack of officially reliable information. It can also cause problems in project completion.
For this, it has been pointed out by MahaRERA that if all the developers set up a dedicated grievance redressal cell for their respective projects, this issue can be kept under control as the complainant will get official and reliable information on time. Moreover, MahaRERA has also received such feedback from experts in this field from time to time.
Therefore, MahaRERA through a special circular has urged all developers to set up a dedicated customer grievance redressal cell. The details of how many complaints have been received and how many complaints have been resolved by these developers should also be posted on the website. This will help increase the credibility of the project.
MahaRERA has already announced the grading of projects registered with MahaRERA from January 23 on the basis of certain criteria. MahaRERA has announced that the establishment of a project-wise dedicated grievance redressal cell will also be an important criterion.
Pradeep Aggarwal, Founder & Chairman, Signature Global (India) Ltd. Said, “Every industry, including banking, insurance, and consumer durables, has a grievance redressal mechanism to address post-sale issues and problems faced by customers. It is crucial for real estate developers to adopt such a mechanism in order to enhance the trust of home buyers and provide them with a sense of security. We appreciate the initiative taken by MahaRERA to establish a system for grading real estate developers based on the presence of a grievance redressal wing. In fact, it should be considered by RERA authorities of all states.”
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