Assessing the Effectiveness of Consumer Grievance Redressal Mechanism in Punjab

Description

Page: 403-411

Harmilan Kaur and Gagandeep Banga (School of Business Studies, Punjab Agricultural University, Ludhiana, Punjab)

The study explores the degree of satisfaction among consumer complainants as well as the problems they face in utilizing the Consumer Grievance Redressal Mechanism in Punjab. A total of 210 respondents were selected using systematic sampling technique from three districts representing Punjab’s socio-cultural regions-Majha, Malwa, and Doaba. Data was collected from consumers who had received redressal of their complaints within the past five years, using a structured questionnaire. The instrument measured satisfaction along three main dimensions: the complaint’s outcome, the redressal process procedural elements, and its interactional elements. SPSS software was used to analyse the data. The results show that while some complainants were satisfied with certain aspects of the grievance procedure, a significant proportion were dissatisfied with the lack of transparency, ineffectiveness, and prolonged resolution times. Key elements of the service, including fairness, accessibility, staff conduct, and promptness, were crucial in determining customer satisfaction levels. The study also identified systemic problems that impede efficient grievance redressal, indicating an urgent need for reforms. The study emphasises to strengthen consumer protection in Punjab by boosting legal awareness, modernising processes, and upgrading infrastructure. A comprehensive and consumer-friendly approach is necessary for an effective redressal system.