Consumer complaints about substandard products are a critical function of BIS's mandate. The new Manakonline Platform includes a comprehensive, AI-powered complaint management system.
The current BIS complaint portal at services.bis.gov.in handles consumer complaints but has limited automated routing, tracking visibility, and analytics capability. Resolution times vary, and consumers have limited visibility into complaint status.
Consumer complaints will be automatically classified by type (safety hazard, quality defect, marking issue, service complaint) and severity. AI determines the priority level and routes to the appropriate BIS department automatically.
Complaints geotagged by location and product type enable BIS to identify geographic clusters of complaints — indicating systemic market problems in specific regions or with specific products or manufacturers.
Consumers will have real-time visibility into their complaint status — which department is handling it, what stage it is at, expected resolution timeline.
When a complaint is raised against a specific BIS licence, the licensee can see the complaint (appropriately filtered) and respond through the portal — creating a documented response trail.
If a complaint pattern indicates systemic non-compliance (multiple complaints about the same product), the system can automatically trigger a market surveillance action against the relevant licence.
Complaint Management is in Batch 4 (T+21 months). The current complaint portal will continue to operate until migration. For manufacturers and importers: expect faster response times and more structured complaint resolution processes once the new system goes live.