The Bureau of Indian Standards (BIS) has kicked off the process to set new standards to measure the quality of services offered to consumers across different sectors, including telecom, aviation, e-commerce, and healthcare.
The service sector is one of the key sectors of the Indian economy with a huge potential to grow into one of the largest markets of the world. Standards can play a major facilitative role in this regard. It is important that the standardization needs and priorities of the sector are determined.
The process was initiated after concerns over lack of standardization, particularly with regards to after-sales service, in their feedback to the Ministry of Consumer Affairs.
An online survey had found that in the absence of defined customer service standards in the country, a majority of consumers were not happy with after-sales services. As per the poll, 43% feel that mobile handset and computer manufacturers are the worst in after-sales services, followed by white goods firms (38%) and automobile companies (11%). About 93% of respondents said brands should at least acknowledge complaints from users within 72 hours. Many consumers complained that the customer service numbers of many companies do not work.
The Bureau of Indian Standards (BIS) is the National Standards Body of India working under the aegis of Ministry of Consumer Affairs, Food & Public Distribution.
It is established by the Bureau of Indian Standards Act, 1986.
The Minister in charge of the Ministry or Department having administrative control of the BIS is the ex-officio President of the BIS.
Composition: As a corporate body, it has 25 members drawn from Central or State Governments, industry, scientific and research institutions, and consumer organizations.
It also works as WTO-TBT inquiry point for India.