Consumer Affairs Department aims to achieve the following:
- To establish, implement and review the Mission and Vision of the organization through Citizen Charter- To redress the complaints within the stipulated time as specified in the Citizen Charter - To organize Consumer Awareness, Educational Utilization and Industrial Awareness Programmes. as per the targets set for the department - To provide information on queries on various activities of the Bureau - To provide Consumer Feedback to the concerned Consumer Policy Related Committee at International Level from time to time
All complaints against poor quality of ISI marked products or services provided by BIS can be sent to Public Grievance Officers (PGOs) appointed by BIS at all locations where BIS offices exist. The PGOs after necessary verification of supporting documents forward the complaint to Consumer Affairs Department (CAD) at Head Quarters for recording of the complaint centrally.
Complaints can be lodged in writing or online on BIS website www.bis.org.in. For all recorded complaints against ISI marked products or services relating to its activities such as Product Certification, Standard Formulation, Management System Certification, Sale of Standards and Publications, Training etc, redressal is done in a time bound manner.
Monitoring of complaints is done centrally by Consumer Affairs Department. In case, complainant is not satisfied with the redressal of the complaint, he/she may prefer an appeal before Additional Director General of BIS.