The Government Information Center

Consumer Affairs Authority carries out investigations based either upon its own motion or on any complaint / requests made by any consumer or organization of consumers.

Eligibility
Individual consumer or any organization of consumers can make complaints or can provide information on erroneous trade practices.

Support Documents required

• A copy of purchase receipt
• Defective products
• Any other supportive documents

Submission Procedure
Whose Signature should be on the Complaint:The complainant should sign on the Application.
Where to Submit the Complaint:Complaint should be submitted to the CAA.
Whom to Submit the Complaint:The applicant should direct the complaint to the Director General.

Application Forms
There is no pre-designed application form. Applicants are welcome to apply through letters.

Procedure
Step 1: Applicant submits the complaint to the CAA.
Step 2: Complaint is handed over to the Consumer Affairs & Investigation Division to initiate investigation.
Step 3: Division examine the authenticity of the complaint
Step 4: Division designs the investigation methodology and handover the task to the Investigation team.
Step 5: Investigation team performs the investigation
Step 6: The productions and the completed Information Sheet is handed over to the Compliance & Enforcement Division to initiate legal proceedings.
Step 7: Compliance & Enforcement Division draft plaints and Charge Sheets
Step 8: File the cases in the respective Magistrate’s Court.

Note: If the case is proved, the Magistrate fines the trader as per the provisions of the CAA Act.

Time Line
Process Time:
The process time depends on the investigation

Submission Time Line:
Working days - Monday to Friday
Counter open hours - 8:30 a.m. to 4:15 p.m.
Holidays - Public Holidays & Mercantile Holidays

Validity Time Line:
There is no specified time

Cost Related to the Services
Cost: There isn’t any cost involved in the service provided
Fee: Cost is born by the Authority.
Penalties: No penalties
Surcharges: No additional costs involved in this service