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Way forward on customer issues

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Written By murali772 - 7 August, 2008

Bangalore consumer issues Everything else

Hindustan Unilever, the consumer goods giant, has just done an interesting thing. It has got a retired high court judge to agree to be an ombudsman for customer complaints. If consumers have a grievance at HUL or its products, and aren’t satisfied with the response to their complaint, they will be offered the option of having the ex-judge investigate the matter. And his verdict will be binding on both parties.

The judge, notes the firm, isn’t a company employee and won’t answer to any of its officials; he will be an independent probing authority, with HUL sworn to cooperate fully. For the full report, click on
http://www.newindpress.com/newspages.asp?page=j&Title=Second+Editorial&

This is indeed the way to go for the country's Corporate sector.

In this connection, I recall the comments made by Mr K N Shanth Kumar, Director, Deccan Herald, at the panel discussions following the release of the book titled "‘State of India’s Environment’ report, on mining: Rich Lands, Poor People -- Is Sustainable Mining Possible?" by Ms Sunita Narayan, Director, Centre for Science and Environment (CSE), New Delhi, in Bangalore last week. Mr Shanth Kumar had stated that, pursuant to the notoreity that the Bellary iron ore mining industry had gained over the past few years, whether deserved or not, there was a clamour from the public for nationalising the industry altogether. His own publication had received hundreds of letters demanding this. However, his personal view, as well as that of his publication, was against any such move, since experience had clearly shown that to be totally counter-productive. Whatever, he added, the industry can ill afford to ignore these kinds of sentiments amongst the public as and when they arise, and they need to address them.

Well, as far as Hindustan Unilever is concerned, there is no such negative perception amongst the public, except the usual 'multi-national propagating a comsumerist culture to stash away profits' etc. And, their products do enjoy an undisputed reputation for quality. Even with that, their taking such a proactive step places them one notch higher than others. This is very much the way to go.

Muralidhar Rao

COMMENTS

ombudsman

tsubba - 7 August, 2008 - 14:15

thanks. way to go.

Not the way to go

idontspam - 11 August, 2008 - 04:25

This is pure marketing stunt. I prefer consumer court. While the judge may try to be impartial due to his background, I am not sure under what frame work he operates and how the company is going to be held responsible to implement his orders? I can tell you from the case I am fighting with IFB. These MNC's will withdraw products from western markets voluntarily if they found the slightest defects while in India they thrust defective goods on you and dont care for you as a consumer after the product has left the shelves. Not that they cannot but they just dont want to.

generalisation

murali772 - 14 August, 2008 - 10:31

You may not spam :))). But, aren't you being too generalistic, Sir? And, as for poor customer relationship, it's not the monopoly of MNCs alone; desi companies are equally adept at it. Incidetally, IFB as far as my understanding goes is very much a desi company.

I see the instituting of the Ombudsman as a very positive approach on the part of HLL; as to how effective it is, perhaps needs to be tried out.

Muralidhar Rao

its a fresh idea

anusree.kailash - 15 August, 2008 - 14:57

It seems like a out-of-the-box idea. One that just might work. :)

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