Date- 26 July 2017

To:

Mr. Apurba Ghosh

Gurgaon

From:

Consumer Disputes Ombudsman Service

Administered and managed service of
The Mediation and Conciliation Network (MCN)
New Delhi

Subject: Hearing of Dispute between Apurba Ghosh and TATA Housing Development Company
Limited.

Your Case Reference No. THC-2000181796/MCN/CDOS/0117

Dear Sir,

Thank you for submission of your dispute with TATA Housing Development Company Limited.

The Consumer Disputes Ombudsmen Service (CDOS) is on the forefront of resolving disputes of
consumers with Companies in India. An initiative of The Mediation and Conciliation Network (MCN), a
Not-for-Profit dedicated to spreading peace through a variety of dispute resolution Programs and
Schemes with a goal of mitigating litigation and managing conflicts through alternative disputes
resolution processes.

CDOS approach is based on the principles of safeguarding the Consumers interest from arbitrary and
unjust acts of Corporations. CDOS takes into account special attention to the needs, requirements and
situation of the Consumers. The Ombudsman will take all factors into account and provide a resolution
following the principles of Justice, Equity and Good Conscience. The main aim is to provide a Neutral
and Independent perspective to the dispute in order to achieve quick resolution.

CDOS acts independently and objectively in resolving disputes and is not influenced by anybody in
making its decisions as the neutrals empanelled on the board of the organization are absolutely
independent of CDOS, MCN or any other affiliated body. The governance structure of MCN ensures and
demonstrates the freedom and independence of the ombudsmen from interference in decision making
through multi-layered appointment of presiding Ombudsman.

MCN maintains a roster of 500+ Neutrals who act as Ombudsman in a situation like this. MCN will
randomly appoint the Ombudsman from the list of 5 Neutrals- Judges and Attorneys with over 15 years
standing in consumer tribunals.

The Ombudsman proceedings guarantee a Resolution within 4 weeks of the day the Dispute was referred
to the Ombudsman Office. However, according to your request we will put all efforts to resolve the

W-122, Second Floor, Greater Kailash-2, New Delhi 110048 | www.mediationhub.in | info@mediationhub.in
dispute within 2 weeks, let us assure you that our Office and Internal Teams shall work hard in order to
achieve that deadline.

The entire process of resolving the dispute pertaining to a consumer is explained as following:

1. On getting the complaint forwarded to us by the Company after prior approval of the consumer,
we clarify the complaint from both the parties by asking additional information/documents if
needed, in order to identify the core issues involved.
2. The Dispute Handling Team of CDOS will forward all case information, briefings and necessary
documents to the presiding Ombudsman for review.
3. The presiding Ombudsman is randomly taken from 5 listed Consumer Ombudsmen having
experience and expertise in the concerned field including ex-judges or eminent attorneys with big
standing.
4. The Ombudsman so appointed may ask for further information/documents etc. from both the
parties.
5. The Ombudsman so appointed shall strive to make the parties reach an amicable solution by way
of mediation and conciliation.
6. Where the parties fail to reach an amicable settlement, the appointed Ombudsman shall pass a
reasoned “award” detailing the grievance raised by the consumer, documents relied upon,
including but not limited to the reports submitted by professionals or technical third parties, if
any, for the proper appreciation of the dispute and its lawful resolution.
7. That where the “award” is in favour of the Company, the cost of the proceedings shall be borne by
the consumer and where the “award” is passed in favour of the consumer, the Company shall bear
the cost of the proceedings.
8. The “award” of the Ombudsman is not to put any punitive damages on either party or that where
the consumer is not satisfied with the “award”, he shall be free to invoke legal remedies available
to him as per the prevailing law of the land.
You are welcome to know more about us on our website at www.mediationhub.in.

Sonali from the case handling team will be connecting with you today with queries on the basis of case
brief submitted by you. We have taken inputs from TATA housing as well and will be submitting the
case for hearing.

Sincerely

Sd/-
Director General
The Ombudsmans Office
CDOS

The Mediation and Conciliation Network (MCN)

www.mediationhub.org

W-122, Second Floor, Greater Kailash-2, New Delhi 110048 | www.mediationhub.in | info@mediationhub.in