The Bureau of Indian Standards (BIS) has a full-fledged Consumer Affairs Department functioning at its HQ in New Delhi with Public Grievance Officers at all its Regional and Branch Offices to provide consumers with prompt attention and speedy redressal of their grievances/complaints.

Grievance/Complaint can be lodged regarding BIS certified products under various schemes or Services rendered by BIS, in the following manner:

• - Through Online Complaint Registration on BIS website at www.bis.gov.in or mobile application or by email at complaints@bis.gov.in.
• - personally contacting/writing to Public Grievance officer of the nearest Regional/ Branch office of BIS or directly to the Head (Consumer Affairs Department).

The complaint can be lodged on the following:

1. Quality of BIS certified product.
2. Products under Registration Scheme.
3. Hallmarked products.
4. Services of BIS such as Sales, Library, Technical Information Servicesand General Services etc.
5. Activities of BIS such as Standard Formulation, Product and Management SystemsCertification,Laboratory testing etc.
6. Unauthorized use of BIS Standard Mark by licensees/applicants/others.
7. Irregularities in operation and misuse of license by BIS licensees.
8. False/misleading advertisements and claims by licensees/applicants/non-licensees.
9. Delays in grant/renewal of licenses and delays in inclusion of additional varieties.
10. The services rendered by BIS officers and employees.

What are required for recording grievances (Complaints)

In case of product grievances (for category a, b & c above) :

• Indicate the name/type/size/grade of the product, source and date of purchase and batch no.Licence number, whether Standard Mark Present or not, etc., in the complaint and also specify the nature of complaint.
• Preserve the cash memo in case it is available.
• Keep the product complained about and its packing in safe custody till the visit of an inspecting officer of the Bureau of Indian Standards.

• Indicate the name/type of service availed in the complaint and also specify the nature of complaint.
• Preserve the cash memo in case it is available.

• Indicate the details of discrepancy observed along with other details which enable BIS to locate the problem area in the complaint

• Indicate the details of unauthorized use of BIS Standard Marks observed such as location, approach, name of the firm, along with other details which enable BIS to locate the problem area in the complaint.

For further details please contact
Head (Consumer Affairs Department),
Bureau of Indian Standards,
Room No. 560, Mankalaya,
9, Bahadur Shah Zafar Marg,
New Delhi-110002.
Email: cad@bis.gov.in
Telefax: 011 23235609