Consumer Protection Proposal

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Prepare your OUTPUT here

The output can be

  • category wise proposals submitted
  • Nature of each proposal, e.g. life threatening, health hazard, loss of something, etc.
  • How many cannot be solved, how many currently being solved, how many solved, how many consumers have given feedback?
  • The report can be monthly, and cumulative
  • by office assigned
Output will be decided according to TARGET. So, let us first fix some targets.
  1. Collection of complain about the deviation of quality and quantity of the product/services offered to the customer.
  2. Categorize the complains according to their severity.
  3. Categorize the complains according to lodging date to find out the unattended complains for long time.
  4. Monitoring to the officers/staffs of the consumer protection department.
  5. Measuring the performance of the individual officer/staffs for settling the complaints.

Now ‘Output’ can be the following items:
  • Name of product/service having complains
  • Type of complain (Expire date related/ without list of ingredient of the product/ below the standard offered quality, say speed for internet, quality of speech for telephony, violation of stating time and duration for transport service etc.)
  • Name and address of complainer
  • List of alleged person/organization.
  • Date of complain lodging
  • List of hearings from both parties and finally pronouncing verdict.
  • Time taken for taking action.
  • Number of complains coming office-wise and number of settlement of complains office-wise.
  • How many complaints have remained?
  • Statistical analysis of complain handling by officers (Monthly/Yearly)

E-Gov Project Proposal

[The idea of the proposal is to give the government good reasons to implement your suggestions.]

Title of Project

[Design a catchy title which somehow reflects automation for getting the required information. (0.5 marks)]
Automated computerized complain handling system for protecting consumer rights

Background

[Explain why the project is needed. How implementing the e-gov model may increase revenue, improved monitoring and help all stakeholders. (0.5 marks)]
Workplace ethics is a vital issue in real life but in our society it is generally ignored. Thus, the consumers often are suffered by the businessmen through poor services or, goods with degraded quality. To ensure the rights of the consumers the Government must have some mechanism to protect its people. But in our country, Consumers Protection Directorate is dealing the matter with traditional way. So, most of complains are unattended. However, people feel discourage to lodge a complaint due to inefficient complain management system. To overcome the problem, a computerised automated system is taken into consideration for encouraging more people to lodge their complaint as well as efficient monitoring of the subordinate offices.


Objective:

-To develop better complaint lodging under e-governance system.

-To offer better citizens service through participatory process.

-To promote awareness of quality product and services among the people.

-To promote efficiency, accountability, transparency and integrity in the private/public sector.

Drawbacks and Benefits

[How and why the current system has drawbacks. For example, showing huge loss of revenue in the current system. How both cash and in-kind benefits in citizen service can be derived from the proposed e-gov system. (1 mark)]

Drawbacks-

- Limited IT facilities in the community.
- Limited knowledge on IT education.
- Unskilled/unwilling staffs in consumer protection directorate.
- Need additional budget-Limited awareness among the people to lodge a complaint.

Benefit:
- Ensure easy complaint lodging and efficient feedback system.
- Official can handle more complains due to effective e-Governance system.- High official can monitor its subordinate office efficiently. - Promoting competition among officers to better service delivery as the performance is quantified and exposed to others.
- Better coordination.


Model or Prototype

[The model or prototype will define the CIPSODA model in detail. The first step is to design the OUTPUT. The output will essentially be a table filled with MONITORING data, i.e. data which will allow DECISIONs to be taken followed by ACTION. Once the output is designed, you are in a position to decide what INPUT data will be required, which you can also put in a table format. (2 marks)
You can then decide how to CAPTURE the data. You can then show your model in Excel. (1 mark)]


Online Consumer Complaint output data forms:

There are several types of output forms, namely:
O-1. Online consumer complaint receipt form
O-2. List of product/service having complaints
O-3. List of alleged person/organization
O-4. statistical report of complain handling office

Consumer Complaint input data forms:

Again, there are several input forms, namely:
I-1. Database of officials handling complains for different geographical area.
I-2. Database of types of Complain with rank of severity
I-3. Complaints form to be filled up by complainant


O-1. Online consumer complaint receipt form (Sample)
Complain ID :
Name of the complainant :
Address of the complainant :
Date of Complain :
Types of Complain :
Complain to whom :

O-2. List of product/service having complaints (Sample)















Complain ID
Product/Service Name
Types of Complain
Date of Complain
Organization Name and Address
Is Notice Issued
Date of Notice
Hearing date
Action taken
Time to slove the case

































O-4. statistical report of complain handling office (Sample)







Report Period:
From (date)
To (date)

Name of the Officer
Designation, Place
No. of Complain arises
No. of Complain solved
No. of Complain outstanding
Average time to solve a complain



















I-1. Database of officials handling complains for different geographical area (Sample)







Employee ID
Name of the Officer
Designation, Place
Jurisdiction

























I-2. Database of types of Complain with rank of severity (Sample)






Complain Type ID
Product/Service Name
Types of Complain
Severity of complain (in scale 1)





















I-3. Complaints form to be filled up by complainant (Sample)









Complain ID
Product/Service Name
Types of Complain
Date of Complain
Organization Name and Address of the product
Name of the complainant
Address of the complainant





















Method

[Here you need to go through each step of CIPSODA to suggest how each should be implemented. (1 mark)]

‍What?
How?
Capture
To establish a complain cell in each union(e.g. A2I project established under of PM office) for collecting complains from the victim.
Establishing the setup of the complain centre and creating awareness through various media.
Input
  • Name of product/services.
  • Base quality of the product.
  • Type of complain (Expire date related/ without list of ingredient of the product/ below the standard offered quality, say speed for internet, quality of speech for telephony, violation of stating time and duration for transport service etc.)
  • Service standard offered.
  • Actual quality of product and services.
  • Name and address of complainer
  • Problem encountered and what damage has been done.
  • Date of complains.
-To lodge a complain through e-mail, sms, blog, etc.
- Special web-page is designed for collecting the information and giving feedback to the consumer/complainant.
Process
-Priorities the received complaints.
-Calculate the number of complains handled/not handled by the respective officers.
-On the basis of severity (say, damaged occurred, not mentioning ingredients, deviation from declared standards), the complains are sorted according.
-The unattended complains for long time are given special treatment.
Storage
-Various input and output regarding the problem.
- Statistical analysis of the complains handling by different officers.
-Using Softcopy in the central server.
-Monthly register of the summary report.
Output
  • Name of product/service having complains
  • Type of complain (Expire date related/ without list of ingredient of the product/ below the standard offered quality, say speed for internet, quality of speech for telephony, violation of stating time and duration for transport service etc.)
  • Name and address of complainer
  • List of alleged person/organization.
  • Date of complain lodging
  • List of hearings from both parties and finally pronouncing verdict.
  • Time taken for taking action.
  • Notifying alleged person/organizations.
  • Inspection of the alleged organisation.
  • Number of complains coming office-wise and number of settlement of complains office-wise.
  • How many complaints have remained?
  • Statistical analysis of complain handling by officers (Monthly/Yearly)
Decision
Compensate the victim(s)
-To arrange arbitration/verdict.

- Get compensation for damage.
- Reward/punishment for the best/worst complains handling officer.
Action
Satisfying the complainant.
-Implementation of arbitration/verdict

-What improvements/restrictions have been imposed on manufacturer?

Prevent personal objectives

[Here you need to discuss how personal objectives may hamper the running or operation of the e-Gov model. Mention, how you would prevent or solve the personal objectives. (2 marks)]

E-Governance model can suffer due to personal interest (i,e, personal objectives) which may hinder to achieve organizational goal (i,e, Organizational objective). The phenomena can be best explained by ITPOSMO model. Here, we like to mention it in a tabular form with the suggestion to prevent/minimize personal objectives.
Area
Organizational
Objective
Personal
Objective
Protecting measure to prevent personal objectives
Information
Complain receiving from appropriate complainants.
-Misuse of information for personal gain or infavour/disfavour of

competitive companies.
- Ensuring fine/compensation for false complains.
Technology
Special website, e-mail, sms, blog etc.
-Digital information can be leaked out or might not be stored for ill-motive.

-No back up system.
- Arranging different level of password and login information for different users in the system to oversee.
Processes
-Standardized / universal complain

lodgement system.

-Monitoring the officers’ complain handling information.
-Might be set to exclude / include some interested group intentionally.
-Closely supervise the process and double checking by different strata.
Objectives &
Values
- To protect consumer right through

addressing the violation occurred in consumer

level.

-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.
- Circulating the performance of different officials among the same tier to motivate one comparing others' achievement.
Staffing &
Skills
-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.
-Providing incentives/ more increment for trained personnel.
Management
Structure
Top to bottom management system are well trained and aware.
-Whole system might be dis-functional due to ignorance or awareness of any tire of the management system.
-Political will and guidance will ensure good management structure.
Other
Resources
Budget and time.
-Time extension to implement any system for more budgetary allocation which might lead to corruption.
- Following strict time frame and financial rules can improve the scenario.