March 17, 2018

To:

Mrs Anupama Goyal & Mr Ashok Bachan Goyal

2C, Konark Gardens,
6 Burdwan Road, Alipore,
Kolkata, West Bengal 700027

Phone: +91 33 24793969, +91 99 03043100

Email ID - ashokgoyal1950@gmail.com

From:

Consumer Disputes Ombudsman Service (CDOS)

Administered and managed service of
The Mediation and Conciliation Network (MCN)
Federation of Integrated Conflict Management (FICM)
New Delhi

Subject: Hearing of Dispute between Mr. Mr Ashok Bachan Goyal

and TATA Housing Development Company Limited.

Your Case Reference No. THC-2000181796/MCN/CDOS/0118

Dear Sir,

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

The Consumer Disputes Ombudsman 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
dispute resolution Programs and Schemes.

The Consumer Disputes Ombudsman Service (CDOS)’s mission is to safeguard the

Consumers interest from arbitrary and unjust acts of Corporations and preventing them
from getting into protracted litigation.

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With its Judicial Panel of Neutrals comprising of over 100+ former Judges from High
Courts and various tribunals and forums, CDOS is the only go-to-place for early
resolution of consumer disputes. Although, the service is only limited to the companies
who have subscribed to this service, it goes in a long run to inculcate a sense of justice
and empowerment of consumers in general.

CDOS Ombudsman 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 checks and balances over the procedure of appointment and conduct of the
Ombudsmen.

These CDOS Ombudsmen are appointed from CDOS Panel of Neutral Judges who take
into account special attention to the needs, requirements and situation of the
Consumers. The Ombudsmen 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.

MCN maintains a roster of 500+ Neutrals (Including former judges and experts from
various domains) who act as Ombudsman in situations of conflict between consumers
and corporations.

In your case, MCN will randomly appoint the Ombudsman from the list of 5 Neutrals-
Judges and Attorneys with over 15 years standing in consumer tribunals.

The CDOS 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 dispute
within 2 weeks. Let us assure you that our Office and Internal team shall
work hard in order to achieve that deadline.

The entire process of resolving the dispute pertaining to a consumer is explained briefly
below:

1. On getting the complaint from the consumer, The Ombudsman’s office case
handling team will connect with all the parties in dispute, the complainant and
the other party, to seek all information and relevant documents in order to

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 identify the core issues involved and on the basis of the information and
supporting documents, to make a complete case file, to be presented to the
presiding/appointed Ombudsman, who will completely understand the case
before scheduling a date of hearing both the parties and facilitating the mediation
and conciliation process.
2. The presiding Ombudsman is randomly appointed to hear the case from 5 listed
listed Neutrals including ex-judges or attorneys with ADR expertise.
3. The Ombudsman so appointed may ask for further information/documents etc.
from both the parties in case required, before or after the hearing date.
4. The Dispute Handling Team of CDOS will coordinate with all parties concerned
and forward all case information, briefings and necessary documents to the
presiding Ombudsman as and when required.
5. The Ombudsman so appointed shall strive to make the parties reach an amicable
solution by way of mediation and conciliation process.
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. 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 The Mediation and Conciliation Network and its
ADR services on our website at india.mediationhub.org and www.mediationhub.in.

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

Sincerely

Director General
The Ombudsmans Office
Sd/-
CDOS
The Mediation and Conciliation Network (MCN)
www.mediationhub.org

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