More plaints filed but H-Rera’s disposal rate fell sharply last yr


Gurgaon: The Haryana Real Estate Regulatory Authority (H-Rera), which came into existence in 2017, says it has attended to 70% of all the complaints filed with it – 14,801 out of 19,136. Most of these complaints were, palpably, from homebuyers in Gurgaon, which is Haryana’s largest real estate market.
However, official data shows its complaint disposal rate has been going down year on year. In 2021, for instance, H-Rera could only adjudicate on or address 29% of the complaints it received.
According to sources, the total number of complaints filed online in 2021 were 5,733, which was an 18% increase from the previous year. But only 1,669 could be disposed of by the regulator. In 2020, the number of complaints filed with it were 4,830. The disposal rate was a much healthier 79% (3,832 complaints were settled).
Most complaints were received by the regulator in 2019 – 6,344. H-Rera also recorded its highest disposal rate this year, resolving 83% or 5,279 complaints.
Asked why fewer complaints were being attended to, H-Rera chairman KK Khandelwal said, “There was a ban on proceedings related to refund cases for over a year. Besides, there was the pandemic due to which the working of the authority was badly hit. One of the members has retired as well.”
He said the number of complaints being filed with the regulator has increased due to awareness among homebuyers and their trust in H-Rera for a fair resolution of their grievances. “With our new initiative of the digital court, we are hopeful of speeding up the disposal of complaints,” Khandelwal said.
The H-Rera chairman said there were several new initiatives being undertaken by the regulator to ensure quick redress of problems that homebuyers and developers bring before it. “The number of projects registered with the authority has gone up. 93 new projects were registered in 2021, whereas the number was 48 in the previous year. So has the number of registered property agents for transparent and hassle-free deals for prospective homebuyers,” he added.
Homebuyers’ groups have, however, consistently demanded stricter measures by the regulator against developers who violate licence conditions, and not just time-bound redress of complaints. A lawyer who represents homebuyers said according to norms, the regulator should decide on a complaint within 60 days, but it has often been taking four to six months, sometimes even longer, to dispose of complaints.
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