Builders Urged To Establish “Grievance Redressal Cells” For Home Buyers’ Concerns, MahaRERA Appeals

Mumbai, 15th August 2023: In a bid to enhance customer satisfaction and address the grievances of home buyers effectively, MahaRERA has issued an appeal to all developers, urging them to establish dedicated “Grievance Redressal Cells” for their projects.

The regulatory authority has emphasized the importance of this initiative through a circular, urging developers to appoint at least one Grievance Redressal Officer within these cells. The officer’s name and contact details should be prominently displayed both at the project site and on the developer’s official website.

Currently, the customer interacts with the project’s marketing team during the purchase or registration of a property. However, many projects lack clarity on whom to approach for complaints or issues after the initial transaction. This lack of information often leaves customers unsure of where to seek assistance, resulting in difficulties in resolving their concerns. This communication gap can lead to misunderstandings, complaints, and potential delays in project completion.

MahaRERA highlights that establishing dedicated grievance redressal cells for individual projects can effectively mitigate this challenge. By providing complainants with official and reliable information in a timely manner, this proactive approach can prevent misunderstandings and enhance transparency. Experts in the field have also endorsed this approach, prompting MahaRERA to issue a special circular urging all developers to establish such customer-centric grievance redressal cells. Additionally, MahaRERA suggests that developers should publish details of the number of received and resolved complaints on their websites, bolstering the credibility of their projects.

It’s important to note that MahaRERA had previously announced its intention to grade projects registered with the authority based on specific criteria, effective January 2023. The establishment of dedicated project-specific grievance redressal cells will be a significant factor in determining these grades, underlining its pivotal role in ensuring a seamless and credible real estate experience for buyers.