Adjudicating Complaints Related to Services or Non-Testable Goods

When a consumer complaint relates to services or goods that cannot be subjected to laboratory testing (e.g., professional services, software, etc.), the District Forum follows a simplified procedure:

1. Referral to the Opposite Party:

• A copy of the complaint is sent to the opposite party, who is required to submit a written response within a specified time frame.

2. Proceeding with the Case:

• Contested Cases: If the opposite party denies or disputes the allegations, the Forum proceeds to hear both sides and consider the evidence presented by both parties.
• Ex-Parte Proceedings: If the opposite party fails to respond within the stipulated time, the Forum may proceed to decide the case ex-parte, based on the evidence submitted by the complainant.

3. Complainant’s Non-Appearance:

• If the complainant fails to appear on the hearing date, the Forum may either dismiss the complaint or proceed to decide it on the basis of the available evidence.

Key Points:

• Simplified Procedure: The procedure for non-testable goods and services is relatively simpler, as it does not involve laboratory testing.
• Timely Resolution: The Forum aims to dispose of such cases expeditiously.
• Fair Hearing: Both parties are given an opportunity to present their case, ensuring a fair hearing.

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