Help & Support

Equa is an innovative Virtual Dispute Resolution Centre that affords people access to easy and quick redressal of their complaints against companies and individuals and at the same time provides opportunity for businesses to maintain good customer relations.

The Centre provides for a state-of-the-art infrastructure for resolving disputes both through online as well as physical mediation.

No

No

The Centre acts as an impartial and neutral party throughout the process of dispute resolution. The task of the Centre is to only enable the parties to discuss and arrive at workable solutions.

For online mediation – the consumer registers complaint with the online portal https//onlinemediationcenter.ac.in. The Centre invites the e-commerce company to participate in the dispute resolution through the online platform. Parties are provided a text-based service to discuss the issues and resolve.

For physical mediation- the consumer shall register the complaint through an email to the Centre at registrar@equa.law. The Centre on receipt of the complaint invites the e-commerce company to participate in the dispute resolution

The parties may first attempt to resolve their dispute amicably by mutual negotiations through text-based discussions, failing which such dispute may be referred to the Centre’s mediation process.

You can file as many complaints as you want against the e-commerce business.

The Online dispute resolution involves a six step procedure to resolve your complaints:

i. Registration(for first time users)/ Sign up (for subsequent users)

ii. Select E-commerce Company

iii. Payment

iv. Complaint Intake

v. Negotiation with E-commerce company

vi. Mediation

(For more details on each step, please visit Online Services)

Yes

You can file a complaint against companies that are not listed on our website. You will have to intimate us through email at registrar@equa.law prior filing your complaint against such companies

No. The process of negotiation/mediation is a completely voluntary process and the business has no obligation to resolve the dispute

You need to furnish the following details in the Intake form:

Transaction Details-

i. Date of Purchase of the Product/Service

ii. Date the Product/Service was received

iii. Value of the Product/Service

iv. Transaction ID/Order No./Invoice No.

v. Complaint Details

vi. Description of Complaint

vii. Supporting documents

viii. Relief sought

If you have already filed a case before the Court/Commission/Forum, you need to furnish the following additional informations:

– Name of the Court/Commission/Forum

– Complaint Reference Number Issued by the Court/Commission/Forum

– District/State where the Court/Commission/Forum is located Current stage of case/complaint/dispute.

Purchase Invoice/ Correspondence with Business/Photograph/Receipt etc. Please note, the documents that you upload shall be in PDF/PNG/JPG/JPEG/GIF only. No document shall be uploaded in .doc or .docx.

Yes. But it is important that such person shall have the appropriate authority to represent and settle the dispute.

The Centre may request parties to produce such document at any stage in the process of dispute resolution

Yes

The case closes if the e-commerce company does not respond within the stipulated period or refuses to participate in the dispute resolution process through the Centre.

– Issues relating to payment

– Use of abusive or offensive language

– Matter outside the scope of mediation

Yes. You can modify your complaint at any stage during the proceeding. You may also upload new files.

The case closes and the parties may choose to resort to other dispute resolutions

No

No.

Yes

The registration fee for online filing of case is Rs.100. The fee is subject to change from time to time. Any such change will be reflected in the Fee Schedule.

The fee for physical mediation is as provided under the Fee Schedule from time to time.

You may pay through credit card/debit card or net banking.

Yes.

No. The registration fee is not refundable except in the event of any technical snags between the users network and/or the Centre and/or the issuing bank wherein the User’s transaction did not complete, whereby the User was/ were charged twice for a single transaction (duplicate processing) or for any other reason/s decided by the Centre at its sole discretion. Such request for refund shall be processed if it is made within a stipulated period of 30 days of payment.

(For any Policy change in Refunds, please refer to Terms of Use)

Yes. You are given 15 minutes from the time you click the ‘File a Case’ button to fill the complaint details. Once your time is out, you will have to start the filing afresh.

Please DO NOT ‘Refresh’ the page or go ‘Back’ to the previous pages.

The Centre shall notify through email and invite the e-commerce company to settle the dispute within 7 Business days

The e-commerce company is expected to respond within 10 business days from the date of receipt of complaint.

The parties are required to settle the dispute within 30 days from the date of first discussion through the platform. However, a one-time extension period of 15 days is given to the parties if they are of the opinion that there is likelihood to settle. After the stipulated time for settlement, the case becomes invalid and the parties are not allowed to further discuss on the case.

Yes, but only those documents for which you give consent.

No

Yes. The website is SSL secured.