Mumbai: Despite directives from the Maharashtra Real Estate Regulatory Authority (MahaRERA), a significant majority of the state’s ongoing real estate projects lack a formal complaint redressal mechanism, revealed a recent review by the authority. Out of over 31,500 projects under scrutiny, only 195 have complied by establishing a grievance redressal cell, as mandated by MahaRERA earlier this year.
The directive, issued in August, required developers to appoint at least one complaint redressal officer and prominently display contact details at project sites and on their websites. This move aimed to enhance transparency and accountability within the real estate sector, ensuring prompt resolution of homebuyers’ grievances.
According to MahaRERA officials, developers’ lackadaisical approach towards implementing grievance redressal cells reflects their apathy towards post-sales customer service. Initially proactive during the sales phase, developers often neglect addressing queries or complaints once property bookings are finalized. This oversight leaves homebuyers stranded without clear channels for resolution, exacerbating misunderstandings and grievances long after project completion.
The authority stressed that a dedicated complaint redressal mechanism not only facilitates timely access to accurate project information but also boosts the credibility of developers. By publicly documenting the number of complaints received and resolved, developers can elevate trust levels in their services, crucial for sustaining growth in the real estate service sector.
“Traditionally seen as a product-oriented sector, real estate is increasingly evolving into a service-driven industry. Establishing robust grievance redressal systems is therefore imperative to build consumer trust,” commented a senior MahaRERA official on the significance of enforcing these directives.
Moving forward, MahaRERA plans to intensify monitoring and enforcement measures to ensure widespread compliance among developers. The authority aims to foster a culture of accountability and customer-centricity within Maharashtra’s real estate landscape, promoting fair practices and enhancing investor confidence.
As stakeholders await broader industry responses, the spotlight remains on how effective grievance redressal frameworks can reshape the perception and operational dynamics of the state’s real estate sector.
