A Joint Initiative by Consumer Pakistan and Consumer Federation of Pakistan
Objective:
The Consumer Shield Project aims to establish an integrated system for addressing and resolving consumer complaints efficiently and transparently, ensuring consumer rights are upheld across Pakistan.
Key Features:
- Centralized Complaint Management System:
- Establish a nationwide, digital Consumer Shield Portal where consumers can lodge complaints related to goods and services.
- Features include complaint tracking, resolution updates, and escalation mechanisms for unresolved issues.
- Consumer Helpline:
- Operate a toll-free helpline for consumers to seek guidance on filing complaints and understanding their rights.
- Multilingual support to cater to Pakistan’s diverse population.
- Consumer Redressal Clinics:
- Set up complaint centers in major cities and towns to assist consumers in-person with filing grievances and understanding legal processes.
- Business Accountability Program:
- Work with businesses and service providers to address complaints proactively and ensure timely resolutions.
- Maintain a public registry of businesses with high complaint resolution rates to encourage fair practices.
- Legal and Mediation Support:
- Partner with legal experts and mediators to provide free or subsidized dispute resolution services for consumers facing complex cases.
- Collaborate with government agencies and regulatory bodies to strengthen consumer protection laws and enforce penalties for violations.
Implementation Plan:
- Phase 1 – Pilot (6 Months):
- Launch the project in major urban centers like Karachi, Lahore, and Islamabad.
- Test the digital portal and helpline for scalability and efficiency.
- Phase 2 – Expansion (1 Year):
- Extend services to smaller cities and rural areas by establishing local complaint clinics and expanding helpline operations.
- Partner with local NGOs and community leaders for outreach.
- Phase 3 – Nationwide Integration (Ongoing):
- Fully integrate the portal with government regulatory frameworks to streamline enforcement.
- Establish a feedback loop for consumers to evaluate and improve the system.
Expected Impact:
- Increased consumer trust in the complaint resolution process.
- Faster resolution of disputes, reducing the financial and emotional burden on consumers.
- Improved accountability among businesses and service providers, fostering a consumer-friendly marketplace.
The Consumer Shield Project is a vital step toward empowering Pakistani consumers and building a transparent and fair consumer ecosystem.
Voice Your Concerns! Submit Your Consumer Complaints with the Consumer Federation of Pakistan
Have a complaint about a product or service? Now’s your chance to be heard! Fill out the Consumer Complaint Form by the Consumer Federation of Pakistan and help us make a difference.
