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FAQs about Equa Platform
What makes Equa unique?
Equa is an innovative Virtual Dispute Resolution Centre that affords people access to easy and quick redressal of their complaints against companies and individuals and at the same time provides opportunity for businesses to maintain good customer relations.
What are the services offered?
The Centre provides for a state-of-the-art infrastructure for resolving disputes both through online as well as physical mediation.
Should I compulsorily approach the business/Court/Commission/Fora before coming to the centre?
Should I contact and request the business to come to the Centre?
What is the role of the Centre in the process of dispute resolution?
The Centre acts as an impartial and neutral party throughout the process of dispute resolution. The task of the Centre is to only enable the parties to discuss and arrive at workable solutions.
How are the services provided?
For online mediation – the consumer registers complaint with the online portal https//onlinemediationcenter.ac.in. The Centre invites the e-commerce company to participate in the dispute resolution through the online platform. Parties are provided a text-based service to discuss the issues and resolve.
For physical mediation- the consumer shall register the complaint through an email to the Centre at firstname.lastname@example.org. The Centre on receipt of the complaint invites the e-commerce company to participate in the dispute resolution
How does the dispute resolution take place through the Platform?
The parties may first attempt to resolve their dispute amicably by mutual negotiations through text-based discussions, failing which such dispute may be referred to the Centre’s mediation process.
FAQs about Filing and Claims and Responses
How many cases can I file against a business?
You can file as many complaints as you want against the e-commerce business.
How does online dispute resolution work on the platform?
The Online dispute resolution involves a six step procedure to resolve your complaints:
i. Registration(for first time users)/ Sign up (for subsequent users)
ii. Select E-commerce Company
iv. Complaint Intake
v. Negotiation with E-commerce company
(For more details on each step, please visit Online Services)
Is it mandatory to upload ID Proof?
Can I file a case against a company not listed in your website?
You can file a complaint against companies that are not listed on our website. You will have to intimate us through email at email@example.com prior filing your complaint against such companies
Does the business have an obligation to resolve the disputes through the Centre?
No. The process of negotiation/mediation is a completely voluntary process and the business has no obligation to resolve the dispute
What information should I keep handy before I proceed with the registration of my complaint?
You need to furnish the following details in the Intake form:
i. Date of Purchase of the Product/Service
ii. Date the Product/Service was received
iii. Value of the Product/Service
iv. Transaction ID/Order No./Invoice No.
v. Complaint Details
vi. Description of Complaint
vii. Supporting documents
viii. Relief sought
If you have already filed a case before the Court/Commission/Forum, you need to furnish the following additional informations:
– Name of the Court/Commission/Forum
– Complaint Reference Number Issued by the Court/Commission/Forum
– District/State where the Court/Commission/Forum is located Current stage of case/complaint/dispute.
What are the documents that I can upload?
Purchase Invoice/ Correspondence with Business/Photograph/Receipt etc. Please note, the documents that you upload shall be in PDF/PNG/JPG/JPEG/GIF only. No document shall be uploaded in .doc or .docx.
Can I authorize a legal representative/advocate/Counsel to settle the case on my behalf?
Yes. But it is important that such person shall have the appropriate authority to represent and settle the dispute.
Is it mandatory for me to produce any document supporting proof of ‘Authority to Represent and Settle’?
The Centre may request parties to produce such document at any stage in the process of dispute resolution
Will the Centre review the case prior to allowing the parties to resolve dispute?
What if the e-commerce company does not respond/refuses to participate within the stipulated period?
The case closes if the e-commerce company does not respond within the stipulated period or refuses to participate in the dispute resolution process through the Centre.
What are the circumstances under which my case may be rejected?
– Issues relating to payment
– Use of abusive or offensive language
– Matter outside the scope of mediation
Can I modify my complaint at any stage of the proceedings?
Yes. You can modify your complaint at any stage during the proceeding. You may also upload new files.
What happens if the parties do not settle the matter?
The case closes and the parties may choose to resort to other dispute resolutions
Is settlement compulsory in the resolution process?
Can I reopen a case after it is closed/withdrawn?
Can I withdraw from the case at any stage during the dispute resolution process?
FAQs about Fee and Payment
What is the fee for registration?
The registration fee for online filing of case is Rs.100. The fee is subject to change from time to time. Any such change will be reflected in the Fee Schedule.
The fee for physical mediation is as provided under the Fee Schedule from time to time.
What are the modes of payment?
You may pay through credit card/debit card or net banking.
Does the platform provide for a secured payment gateway?
Is the registration fee refundable?
No. The registration fee is not refundable except in the event of any technical snags between the users network and/or the Centre and/or the issuing bank wherein the User’s transaction did not complete, whereby the User was/ were charged twice for a single transaction (duplicate processing) or for any other reason/s decided by the Centre at its sole discretion. Such request for refund shall be processed if it is made within a stipulated period of 30 days of payment.
FAQs about Time & Durations
Is there a timeline within which I should submit the above mentioned details?
Yes. You are given 15 minutes from the time you click the ‘File a Case’ button to fill the complaint details. Once your time is out, you will have to start the filing afresh.
Please DO NOT ‘Refresh’ the page or go ‘Back’ to the previous pages.
What is the duration within which the Centre processes the complaint to the E-commerce company?
The Centre shall notify through email and invite the e-commerce company to settle the dispute within 7 Business days
Within what time is the E-commerce expected to respond/participate in the dispute resolution process?
The e-commerce company is expected to respond within 10 business days from the date of receipt of complaint.
What is the stipulated time for dispute resolution through the process?
The parties are required to settle the dispute within 30 days from the date of first discussion through the platform. However, a one-time extension period of 15 days is given to the parties if they are of the opinion that there is likelihood to settle. After the stipulated time for settlement, the case becomes invalid and the parties are not allowed to further discuss on the case.
FAQs about Privacy & Security
Are my documents/files uploaded viewable by the parties to the dispute?
Yes, but only those documents for which you give consent.
Does the Centre keep record of all my documents and communications made in the Platform?
Is the website secured?
Yes. The website is SSL secured.