Filing complaint by consumers

According to section 2(3) of the Consumer Rights Protection Act 2009, the following persons can file a complaint to the Directorate of National Consumer Rights Protection: (a) any consumer; (b) one or more consumers having same interest; (c) any consumer association registered under any Act; (d) the National Consumers' Right Protection Council or any officer authorised to file any complaint on its behalf; (e) the Government, or any Government officer authorised by the Government in this behalf; or (f) the concerned wholesaler and retailer. 

The procedure of filing complaint is regulated by the 2009 Act. In accordance with section 76(1), any person, who is generally a consumer or likely to be a consumer, may make a written complaint to the Director General or any person empowered by the Director General against any anti-consumer right practice under the 2009 Act.

The complaint must be in writing and have the receipt of the products or services annexed to it. The complaint can be made in person, through fax, e-mail, website or other electronic means of communication or through any other way.

The complainant must mention his full name, father and mother's names, address, contact details and profession.

According to section 60 of the Act, the complaint needs be made to the Director General or any officer of the Directorate within 30 (thirty) days of arising the cause of action of any anti-consumer right practice.

If a complaint is proved to be true after investigation or inquiry, the Director General or any officer empowered by him may impose fine upon the person. When the fine is realised, 25% of it will be paid to the complainant. However, if the complainant is an officer or an employee of the Directorate, he/she shall not be entitled to receive such 25% realised fine.

Complaint filing point: 

Dhaka: Director General, Directorate of National Consumer Rights Protection, 1 Karwan Bazar (TCB Bhaban-8th Floor), Dhaka.

National Consumer Complaint Center, 1 Karwan Bazar (TCB Bhaban-9th Floor), Phone: 01777753668, Email: nccc@dncrp.gov.bd.

Chittagong: Deputy Director, Chittagong Divisional Office, Directorate of National Consumer Rights Protection, TCB Bhaban, Bandartila, Chittagong.

Rajshahi: Deputy Director, Rajshahi Divisional Office, Directorate of National Consumer Rights Protection, Srirampur, Rajshahi.

Khulna: Deputy Director, Khulna Divisional Office, Directorate of National Consumer Rights Protection, TCB Bhaban, Shivbari More, Khulna.

Barishal: Deputy Director, Khulna Divisional Office, Directorate of National Consumer Rights Protection, Mohila Club Bhaban, Barishal.

Sylhet: Deputy Director, Sylhet Divisional Office, Directorate of National Consumer Rights Protection, Divisional Commissioner's Office, Sylhet.

Rangpur: Deputy Director, Rangpur Divisional Office, Directorate of National Consumer Rights Protection, New Engineer Para, Rangpur.

By Law Desk (source: dncrp.portal.gov.bd).