Page 15 - RERA Performance Report 2020

15 U.P. RERA PERFORMANCE REPORT 2020

a) UPRERA assigns the date for hearing of the complaint and the same is made visible in
the cause list on the web portal.
b) The E-mail and SMS based communication is being sent to the registered email
addresses and mobile numbers of the concerning parties.
c) The E-mail contains the link for joining the VC Session and an attachment consisting of
the guidelines to be adhered.
d) The Virtual hearing team from the Authority is also calling the concerning parties to
facilitate the process and to offer technical help to the parties, if needed.

Under this arrangement the Authority is listing the complaints before each of the
benches at Lucknow and Gautam Buddh Nagar after intimating the parties about the
process and schedule.

A helpline number i.e. 0522-2781448 has been designated for all the benches at the
UPRERA office to deal with any technical issues relating to Virtual Court hearings. The
Helpline number is operational from 9:30 AM to 1:30 PM from Monday to Friday.

Feedback and Impact

The much needed Virtual Court hearings started on 18th May 2020. So far around
6811 cases have been heard by the benches via videoconferencing, out of which
2584 cases have been disposed of and in 1331 cases have been reserved for orders.
(As of 31st August 2020).

The Authority is taking feedback from the concerned parties who are appearing in
the virtual court hearings on the same day. The responses towards this system
have been very positive till now and the user’s suggestions are being continuously
incorporated into the system on day-in day-out basis. The feedback received from
the parties for the Virtual Court hearings is encouraging for the Authority as 90.6%
of the respondents stated that the Virtual Court Hearings as convenient, 87.8% feel
that they received adequate guidelines and support by U.P.RERA before the
hearing and 87.2% stated the overall experience as good. Around 81.5% said that
they were able to convey all their arguments and astonishing 87.8% said that in the
future they would prefer virtual court hearing instead of physical court hearing.