Online module created to facilitate filing and tracking of quality complaints, trade disputes related to international trade

New Delhi, Feb 25 (KNN) Doing away with the traditional way of filing complaints manually, the Directorate General of Foreign Trade (DGFT) has launched an online module to facilitate filing and tracking of quality complaints and trade disputes related to international trade.

The online facility has been made effective from February 11, 2019.

DGFT said the initiative aims to resolve complaints or trade disputes relating to international trade and to create confidence in the business environment of India. It said a mechanism to address such issues has been provided in  the Foreign Trade Policy.

This facility would enable to file complaints received from foreign buyers in respect of poor quality of the products supplied by exporters from India; Complaints of importers against foreign suppliers in respect of quality of the products supplied; and Complaints of unethical commercial dealings categorized mainly as non-supply/ partial supply of goods after confirmation of order; supplying goods other than the ones as agreed upon; non-payment; non-adherence to delivery schedules, etc.

To file the complaint, one can go to the DGFT's website and fill online application form, then upload documents related to the quality complaint/trade dispute and submit online application form to the jurisdictional Regional Authorities (RAs) of DGFT/SEZ (Special Economic Zones).

On submission, a Unique Reference Number (URN) will be generated and sent to the email id of the complainant.

On receipt of the quality/trade complaint, the concerned DGFT RA/SEZ, after logging into the Online Module, on a regular basis, will take necessary steps as per guidelines laid down in this regard in the Foreign Trade Policy/Handbook of Procedures, 2015-2020 for resolution of the grievance.

In case the Online Application Form has been submitted incorrectly to the wrong jurisdiction by the complainant, the RA/SEZ will ‘Reassign’ the application to the correct RA/SEZ.

Each DGFT RA/SEZ will regularly update position so that the Complainant and the DGFT HQ can track the progress made on the grievance filed.

Up to now such complaints/trade disputes were being filed, received and processed manually. (KNN/JM)