Overcharged? Complain through app

CHENNAI: Consumers can soon file complaints against errant traders through a mobile phone application. Officials in the state's legal metrology department, which falls under the labour department, said they will launch a mobile phone application and online forum called 'Legal Metrology Complaint Tracking System (LMCTS)' by this February to prevent trade malpractices.
The move is expected to allow customers to make complaints on overcharging, short-changing at petrol outlets and sale of products of lower than specified weight without any hassle. The mobile application is being developed by Tamilnadu e-Governance Agency at a cost of 26.30 lakh.
"This will be the first mobile application for consumer redressal by a legal metrology department in the country. We will take stringent action against fraudulent traders who are taking customers for a ride based on the complaints received on the mobile phone application," says a senior official. The department is also planning to have a dedicated website, Facebook page and toll free number for customers to lodge complaints.
Under LMCTS, customers can send a picture or video of the shop or product, or send just a voice or text message, to the legal metrology department through the mobile application with details of trader, address and nature of violation. The complainant will be provided with a unique complaint ID number that can be used to track the progress of the complaint.
The complaint will be forwarded to the official concerned from a centralised system and the customer will get an SMS or email on action taken in 48 hours.
The complaint will be further escalated to higher officials to monitor the action taken by the department.
Customers can also attach the copy of bills through the mobile application. "We will forward the complaint to our counterparts in other states if the product is bought from outside the state especially through e-shopping," an official added.
Consumer activists welcomed the department's proposal to launch a mobile phone application to file complaints. "There are rampant MRP violations across the city. But the department rarely takes action against such violators. The success of the mobile application depends on how effectively the department follows up on the complaints," says T Sadagopan, a consumer activist.
Meanwhile, the department is also working to facilitate online payments of registration, stamping, compounding and license fee on its website. The department does not currently have a website or toll-free number to receive complaints. However, it has sent a proposal to the government to sanction funds for the website and a toll-free number.