Service Provider Accounability - Addl Inputs

Below are your key inputs on how accountability can be established for service providers in India who consumers have frequent grievances with. Kindly review and share any additinal inputs you might have.

Establishing Service Provider Accountability in India

1. Arrange workshops for social activists & empower them by giving licence or certificate authorising them to act on behalf of innocent customers
2. Consumer policy regarding service agreement and execution should be developed
3. The rights of consumers should be defined if the promised service is not provided
4. Very clear policy on cancellation of service and refund should be put in place
5. Service providers should register themselves with a central agency and should quote their identification numbers on jobs
6. Only registered service providers should be allowed locality wise and their list needs to be given to residents
7. A heavy penalty should be put on the defaulter approved by the State Consumer Court; maybe 10 times the original cost
8. Keep a robust website of Consumer Court which provides details of Consumer Court, process to file a Case (step by step for novice), Sample case study on how to file a case for Novice customers
9. Enable Jago Grahak Kago localcircles platform such that any citizen can warn Government and fellow Citizens about bad service providers with accountability
10. Also, Jago Grahak Jago circle should have wall of shame where a service provider with average rating of 1 i.e. terrible and 10 citizen reviews is presented. Automatically, bad ones will get eliminated
11. The laws formed under the consumer protection act should be strictly implemented
12. Any seller who is selling products online must have the verified address with Jaago Grahak Jaago
13. If any service provider does not provide the product for which a customer has already paid then JGJ must directly deal with the matter. more  

View all 24 comments Below 24 comments
Agreed let us hope what results may come up more  
The common man once committed to a product is held at ransom for its maintenance; the service provider has the customer at his mercy; while the points enumerated for improving the service sector are appreciable, what has been overlooked is, the availability of the service personnel at the appointed hour of need;

Point 2: The service providers often outsource the maintenance and support services to third-parties, thus washing their hands away from the customers' problem redressal; the personnel handling the support is not always capable to handle the situation and provide a complete solution; much time is wasted in trying to resolve the issue on a trial and error basis;

Points 2 & 3: there is no penalty for denial of service or wrongful discontinuation of services; the SP has no compunctions in charging for the period, during which there was service break down; this aspect to be included in the essentials; generally under the customer support policy only escalation to higher authorities is recommended, which is not sufficient; there should be financial compensation to the consumer for the loss of service during any period; more  
Point (6) has already been suggested by me and this is to be implemented, rest other points will automatically be accounted. more  
Agree with all the points, they are relevant & need to be put in place for implementation. What is next step? How to move ahead? more  
agree. We cam append/amend later also. But expedite the process of establishing it. more  
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