Page 54 - RERA Performance Report 2020

54 U.P. RERA PERFORMANCE REPORT 2020

U.P. RERA has also been continuously holding advocacy sessions with the stakeholders
including the competent authorities and using these sessions to create awareness about
the Act and the Rules, and to facilitate resolution of the matters pending with the
competent authorities or the compliances pending with the promoters. The Authority,
through these virtual sessions, has been able to solicit greater involvement of the
competent authorities in tracking the unresponsive promoters and to devise effective
strategies to redeem the challenged projects. These interactions on virtual platform have
helped in softening of the stands and redressal of the issues. The Authority is going to make
it a normal regular feature of its advocacy campaigns.

At a time when the public interaction with the offices is limited due to the pandemic, UP
RERA is establishing a centralized grievance management system which will allow the
various stakeholders to put forward their grievances to the concerned officers in UP RERA
through telephone or email and obtain a solution.

During these times of restrictions on travel due to Covid-19 pandemic, UP RERA introduced
online RERA Samvaad through VC with the complainants, allottees, promoters and other
stakeholders, which provided them an online platform to raise their grievance and seek
resolution from RERA. This initiative was highly appreciated by all. The Authority is making
this RERA Samvaad a regular feature of discourse and resolution of issues.

The grievance management system will be empowered by a help desk, which will record
the grievance of the grievant and convey it to the concerned officer. The help desk
personnel will follow for the resolution of the grievance and will communicate the same to
the grievant using the same medium as telephone or email. The grievance management
system will bring timely resolution as the grievant will not be directed to multiple offices but
will get the resolution through the help desk itself.

Policy Initiatives

As a regulatory authority assigned with task of effective regulation and development of the
real estate sector and advising the government as per the mandate conferred on it under
section 32 of the Act, U.P. RERA has been continuously working to identify the areas of
concern and recommend appropriate and timely solutions to the government. Some of the
representative initiatives and the recommendations are given below for the benefit of the
readers:

• U.P. RERA has recommended to the Government of India for certain amendments in the
RERA Act to make it more effective and beneficial to all stakeholders, especially the home
buyers.

• U.P. RERA is going to implement a system-driven approach for grading of the projects and
the promoters. This grading system will promote healthy competition in the sector and help
the home buyers in making a judicious selection in their investments. U.P. RERA has
appointed CRISIL Ltd as consultant for this purpose and the first phase of the assignment
has already been completed. The framework is being finalized after considering the
suggestions of the stakeholders and it will be soon sent to the government for its consent to
proceed with the second phase of actual implementation of the framework over the next
year and half.