The BIS Manakonline Platform includes a dedicated Complaints and Consumer Grievance Management module — digitizing and streamlining how consumers and businesses report non-compliant products and how BIS tracks enforcement actions.
Currently, BIS complaints can be filed through multiple channels — phone, email, physical complaint forms, and partially through the BIS Care app. A unified digital module consolidates all complaint channels into a single trackable system with clear accountability.
Complainants can scan product barcodes or R-numbers to automatically link the complaint to the registered product and its certification details. This eliminates manual product identification and connects complaints directly to the certification database.
Complaints are automatically routed to the relevant BIS branch office based on the complainant's location or the seller's location. Assignment to the appropriate officer follows. SLA timers start from complaint receipt — officers receive reminders for overdue responses.
Complaint patterns are analyzed to trigger market surveillance. Multiple complaints about the same product or brand from different locations automatically escalate to the market surveillance queue — enabling data-driven enforcement rather than random sampling.
Automated status updates keep complainants informed of progress — complaint received, under investigation, enforcement action taken, case closed. This builds consumer confidence in the BIS complaint system.
Complaints and Consumer Grievance module is in Batch 4 (T+21 months). This prioritizes consumer-facing functionality relatively early in the rollout.
A more effective complaint system means non-compliant products are identified and actioned faster. The signal-to-noise ratio improves — genuine violations get faster enforcement response. This makes proactive compliance even more important for manufacturers and importers.