Developers of 195 Projects Set Up Grievance Redressal Cells to Handle Homebuyers' Complaints; MahaRERA Review

Almost a year after the Maharashtra Real Estate Regulatory Authority (MahaRERA) directed real estate developers to establish grievance redressal cells to address after-sales complaints of homebuyers, only 195 projects across the state have complied.

MahaRERA's directive, issued in August 2023, was aimed at creating a systematic approach for resolving homebuyers’ grievances promptly and efficiently. However, the latest review by MahaRERA reveals that only 195 real estate projects have set up such cells and posted the details on their websites. This falls short of expectations, prompting MahaRERA to urge more developers to establish these cells to ensure early resolution of complaints and enhance trust in the real estate sector.

To ensure compliance with the directive, MahaRERA has reiterated the importance of having a grievance redressal mechanism in place for all projects. According to the regulatory authority, while developers have multiple avenues to disseminate project information during the initial phase, they often lack specified redressal avenues for buyers once the project is sold out. This gap leaves homebuyers struggling to get their complaints addressed in a timely manner.

The August 2023 order recommended that every project's grievance redressal cell should include at least one dedicated complaint redressal officer. This officer's name and contact details should be prominently displayed on the project's site to ensure transparency and accessibility for homebuyers.

Ajoy Mehta, Chairman of MahaRERA, emphasized the need to build trust in the service sector for business growth. "The construction sector has traditionally been viewed as a product sector. Now, it is evolving into a service sector, making it crucial to have a grievance redressal mechanism. Establishing these cells will further the sector’s credibility and ensure prompt action on complaints," he stated.

In Maharashtra, more than 46,000 real estate projects have been registered, with over 15,000 completed since MahaRERA's inception in May 2017. During this period, MahaRERA has received over 24,000 complaints, issuing orders on more than 16,000 of them.

Despite the slow adoption, the establishment of grievance redressal cells is seen as a necessary step to foster trust and accountability in the real estate industry. By addressing homebuyers' concerns proactively, developers can enhance their reputation and contribute to a more transparent and customer-focused market environment.

As MahaRERA continues to push for widespread adoption of these cells, the long-term goal remains clear: to ensure that homebuyers' grievances are resolved efficiently, fostering a healthier relationship between developers and customers.

Image source- moneylife.in