Consumer Protection:

1. Fill out table below. Mention THREE things you would like to learn (3 marks) and TWO ways in which you would like to learn (2 marks).

2. For your proposed Consumer Protection Service, state:
  • the steps involved from 1st to last
  • the steps which are delayed
  • how can the delayed steps be solved by using the computer as a tool.

No more members in this Area.

Name of

Group Member





What you would

like to learn from

the e-Gov Course

(3 marks)

How would you

like to learn this?

(2 marks)
Md. Mizanur Rahman
Theoretical background:
What is e-gov, how can it be useful for better service delivery,
what are the constrains to build e-gov society in Bangladesh?
Application/practical oriented task:
1. Simple model of customer/clients response via web-pages,
say, receiving application of clients and processing it by technology.
2. Posting a questionnaire in webpage for collecting survey response as well
as processing & presenting the survey result in the webpage.
(3 marks)
For theoretical background:
I like to have some 20/30 minutes (as our teacher likes best) lecture delivery
on the issue per 2*1.5 hr class schedule. Then brain storming, group
discussion, presentation could be sharpen our theoretical construct.
For application/practical oriented task:
I like to have an explanatory example done (from first to last step) in the
class by the teacher, and then asked us to build our own project by
ourselves for demonstration. If only a few can catch it up, then the
few may be instructed to disseminate the skill/know how to
others diving groups.
(2 marks)
Md. Sarwar Hossain
I want to learn the following matter from the e-Gov course:
01. What is Governance?
02. What is e-Gov?
03.What are the problems in the present system of Governance?
04. How can the above problems be solved and
better service be ensured through e-Gov?
(3 marks)
01.Firstly developing a theoretical background.
02.practical application through real life example.
(2 marks)
Md. Abdul Mannan
  1. Concept of Governance, Good Governance and e-Governance
  2. How e-Governance can ensure Good Governance
  3. What is our shortcomings to introduce e-Governance in Bangladesh.
  4. What should be done to ensure e-Governance.
(3 marks)
  • We have two classes in a day out of which one should be theoretical i.e. lecture basis.
  • Another class time should be spend in brain storming, group discussion and presentation on the basis of the lecture/theoretical discussion.
(2 marks)
Md. Rafiqul Islam
  1. Linking E-governance with fighting corruption
  2. E-governance and improve service delivery
  3. Applying e-governance in the rural areas
(3 marks)
Practical demonstration, sharing information and discussion
(2 marks)
Mainuddin Ahmed
1.Basic about e-governance
2. How to use e-governance
3. Use e-governance as a tool of monitoring of implementation of Citizen's Charter implementation
(3 marks)
Attending class, go-through the relevant literature and practical demonstration.
(2 marks)
Md. Atowar Rahman
1.Learning e-governance & proper practice in all sector of governance.
2.Gradually Improving e-governance service delivery for better co-ordination in all sector.
(2 marks)
Firstly developing theoretical about e-governance than,practical application in all level of governance and properly monitoring top to bottom
(2 marks)
Redwan Ahmed
IER 16
1. How the present service delivery of the government sector can be digitized
2. How e-Governance can help to lessen the gap between government and citizen(between service provider and service receiver)
3. How e-Governance can be implemented in local and national government level offices
(3 marks)
Practical session can help to learn how the expected desires can be fulfilled.
(1 mark)


  1. Collection of complains about price and quality of the product.
  2. Prioritizing the complain according to its severeness.
  3. Analyze the complain.
  4. Identify the responsible area/persons of the complaining issue.
  5. Take necessary action to protect the consumer right.

Steps in which delay occurs:

  1. Lack of information/knowledge about consumer right protection act.
  2. Difficulties of raise a complain in proper place.
  3. Time constraint/ Process constraint to get rid of the problem/complain.

How delay problems can be improved using technology:

  1. Publishing widely consumer rights including contact person to whom complain can be raised through different media like, web-page, electronic media etc.
  2. Receiving complain via- a) Using online method and b) Push-pull service of mobile.
  3. Develop a database containing base information.
  4. Analyze the complain by using data-base.
  5. Prioritizing the appropriate complain.
  6. Forwarding the appropriate complain to the concerned implementing agencies to mitigate it via on-line.

How to raise a complain in proper place :

C-Capture : To establish a complain cell in each union.
Component of complain.
Name and address of complainant
Name of the product/service
Responsible person/organization for the service or manufacturer of the products
Area and time of receiving the service/goods
I-Input : To lodge a complain through e-mail, SMS, blog, web-site.

Task 2:

Focus on ONE monitoring method in your case study. Breakdown the monitoring method into the steps of the CIPSODA model below.
Good work. A bit more in-depth thinking is required. (5 marks)

What? Data method
To establish a complain cell in each union for collecting complains from the victim.
Can the A2i centers capture the data?
Establishing the setup of the complain centre and creating awareness through various media. Does awareness include rights?
  • All are not computer literate .
  • People are less aware about a problem.
  • Name of product
  • Base quality of the product?
  • Type of product?
  • Service standard offered.
  • Actual quality of product and services.
  • Name and address of complainer
  • Problem encountered and what damage has been done?
To lodge a complain through e-mail, sms, blog, etc.
Where will follow-up be documented?
Lack of infrastructure facilities.
Priorities the received complaints
On the basis of severity of the complain.
How will you decide severity? Can it be on the basis of damage done?
Can the computer list by product?
Perception of the concerned scrutinized officer.
Various input and output regarding the problem.
Using Softcopy and some register book.
Where will data collected be stored?
Entry in register may cause difficulties to process for decision making.
List of alleged person/organization.
  • Notifying alleged person/organizations.
  • Inspection.
  • List by product
  • List by damage
  • List by locality
  • How many complaints have been followed up with results
  • How many remain?
Skilled and impartial manpower may not be available.
Compensate the victim(s)
To arrange arbitration/verdict.
Which products to follow up?
Which damages to be compensated, how?
What improvements/restrictions have been imposed on manufacturer?
Decision may be polarized.
Satisfying the complainant.
Implementation of arbitration/verdict
Which actions have been followed up?
Complainant may not be fully satisfied.
How will you monitor how many complaints have come in and how many have been satisfied?

Task 3: Group Marks (7 marks)

Good work. A bit more in-depth thinking is required. (5 marks)







-Misuse of information for personal gain or infavour/disfavour of
competitive companies.


Website, e-mail, sms
Special website to register complaint
-Digital information can be leaked out or might not be stored for
-No back up system.


Standardized / universal complain
lodgement system.
Follow-up system should be completely specified.
-Might be set to exclude / include some interested group intentionally.

Objectives &


- To protect consumer right through
addressing the violation occured in consumer
To get compensation for consumer and get manufacturer/service provider to produce evidence of
improved product or services within next trade license renewal date.
-Intentional inactive-ness to related violation for personal gain.

Staffing &


Need training for handling the prescribed complain / addressing procedure. If steps are specific,
staff can be trained on steps.
-Lack of pro-activeness / self motivation.
- Intentional avoidance for training for personal gain.



Top to bottom management system well trained and aware. Support of court, licensing authority.
_Whole system might be dis-functional due to ignorance or awareness of any tire of the management system.



Budget and time. Where will you get the budget from?
-Time extention to implement any system for more budgetary allocation which might lead to corruption.

Task 4:

This task is about implementing your system in the whole of Bangladesh. To help us understand the problems involved in implementation we can use the CIPSODA model, study how each part of the model will be implemented and how the operation of the system will be monitored.


How &












Data collection(complain) through
decentralized area like Union,
Thana, District
Wide range of coverage.
System/process is costly.
IER-05, 06, 16,27
GPP-03, 04, 07
3 marks



Decentralized in different area
like Union. Thana, District
As data entry is done in
different area by different
unit it does not make over
loading on the persons
-Time consuming
- Personal objectives may be applied.


Data are processed centrally
in the head quarter
As data are processed centrally
it is easy to process
- Monotonous
-Over stress


Centrally in head quarter
Easy to control
Security threat-- Data are stored in
a single place and if back up is not
kept then there is a possibility
of high security threat.


After processing the data
output can be got from head
Easy to find out
Difficult to communicate


Decision in made centrally
in head quarter
Quick decision is possible


Action is taken by different unit
in union, thana, district,etc.
Prompt implementation possible
Deviation in implementation
from actual decision



Monitoring is done centrally by
head quarter
- Easy to monitor as it is monitored
centrally by head quarter
-Easy to follow-up
-Easy to rectify
-Over burden on the people of
head quarter