AMTOI has set up forum call the Grievance Redressal Forum. The objective of this Forum is to create a platform for dispute resolution and thereby addressing grievances of the members of the trade. This has been achieved by making various trade bodies as the constituents of the forum and the individual organisation can approach the GRF through their respective trade bodies.

Currently follow trade bodies are constituents of the GRF, BCHAA, FFFAI, AMTOI, MANSA, ACAAI, FEDSAI, CAI, CSLA, additional/optional Constituents are Independent Lawyer, Insurance Brokers/Companies, any other associations as agreed by the the Forum on a case basis or as a permanent invite.

There is a well laid out process by which the disputes are resolved amicably without going through the hassles and expenses of legal recourses. This initiative also helps to maintain harmony within the trade and promotes healthy business environment

Constituents of the Forum

  1. BCHAA
  2. FFFAI
  3. AMTOI
  4. MANSA
  5. ACAAI
  6. FEDSAI
  7. CAI
  8. CSLA
  9. Additional/Optional Constituents if Required
    • Lawyer (Independent)
    • Insurance Company – Primarily Covering Liability Insurance (Not Involved in the Case)
    • Any Other Associations as Agreed by Forum Either on Case to Case Basis Or as Permanent Invitee

Forum Constitution

  1. Convenor
  2. Constituent Committee Nominated by the constituents
  3. Complaint Hearing/Resolution Panel Minimum 3 (or 5 as
  4. Decided) Persons Nominated by the constituents
  5. Constituents of Complaint Hearing/Resolution Panel
    • Convenor
    • Service Provider Member Body
    • Complainant’s Member Body
    • 3 Other Forum Members
    • Any Other Association Desired by Association

Forum Member Bodies to get Approval from their Respective Managing Committee’s for Participation & Nomination.

Forum to Hold Independent (Separate) Committee Meetings of All Member Bodies Separate from Complain Meeting’s to Deal With Various Issues about Successful Running of The Forum & Achieving The Objectives

System to be followed by Forum:

Receipt of Service User Complaint

Routed Through Service User Association / Chamber – e.g. CII/FIEO/IMC/FICCI etc.

Received by Grievance Redressal Forum

Forum to send to Respective Member Body of Forum For Explanation

Member Body to send to Service Provider For Explanation

Explanation Received By Member Body

Response To Forum By Member Bodies (Representing Service Provider)

Intimation To Complainant & Member Bodies (All)

Issue Resolved

Issue Non Resolved

Intimation To

Complainant &

Member Bodies

Joint Hearing

Confirmation &

Declaration Of

Resolution Of

The Issue

Conciliation Proceedings

Issue Resolved

Not Resolved

Confirmation & Declaration Of Resolution Of

The Issue

Declare Unresolvabale – Giving Reasons & Suggestions (If Practical & Possible)

Intimation to Complainant & Member Bodies

AMTOI Secretariat to Volunteer as Coordinator for Carrying Out Following Functions:

  1. Receiving Complaint
  2. Acknowledgement of Complaint
  3. Forwarding of Complaint to Member Body
  4. Follow Up With Member Body
  5. Receiving Reply
  6. Convening of Meeting of Forum
  7. Recording of Minutes of Meeting
  8. Keeping All Forum Records
  9. Giving Public Information As Directed By Forum

Service User Complaint With Explanation & Documents

Routed Through Service User Association / Chamber – e.g. CII/FIEO/IMC/FICCI etc. To The Forum

Forwarded By Forum To Respective Member Body Of Forum For Explanation

Forwarded Respective Member Body to Service Provider for Explanation

Explanation Received By Member Body From Service Provider

Response to Forum by Member Body (Representing Service Provider)

 

Intimation Of Response By Forum To Complainant & Member Bodies (All)

Issue Resolved

Issue Not Resolved

Confirmation & Declaration Of Resolution

Intimation to Complainant & Member Bodies

 ⇓

Joint Hearing Before the Panel Appointed

Conciliation Proceedings

Issue Resolved 

Issue Not Resolved 

Confirmation & Declaration of Resolution

Intimation to Complainant & Member Bodies

Declare Unresolvable*