Ahmedabad: The Gujarat Real Estate Regulatory Authority (RERA) has introduced a comprehensive Standard Operating Procedure (SOP) to make the grievance redressal process faster, more transparent, and better streamlined for homebuyers, promoters, and other stakeholders. The revised framework is built on a digital-first approach, strengthening the existing online complaint system while clearly defining procedural timelines and responsibilities.

According to the Authority, the primary objective of the new SOP is to enable speedy delivery of justice to property buyers and to ensure that promoters submit their responses within the prescribed time period.

Key features of the new SOP

Priority to online complaint filing:
Homebuyers can now lodge complaints directly through the Gujarat RERA portal from their homes. While the offline facility will continue to remain available, the Authority will encourage online filing to expedite case disposal. A physical copy of the online complaint must be submitted to the RERA office within seven days of online submission.

Mandatory submission of supporting documents:
To minimize procedural delays, complainants will be required to upload all relevant documents, including proof of payment and incident details, at the time of filing the complaint. Complaints will be verified at the level of the RERA Secretary to ensure smooth continuation of proceedings.

RERA Dashboard as the central information hub:
The RERA Dashboard will serve as the primary platform for tracking case progress. Hearing dates, notices, and final orders will be available digitally through the dashboard. After issuance of the first notice, parties will be required to regularly monitor the dashboard for further updates.

Clear classification of complaints:
The SOP clearly categorizes complaints and assigns them to the appropriate authority. To simplify processing, complaints have been divided into two formats:

• Form A: for issues such as delay in possession, non-execution of sale agreement, or refund
• Form B: for compensation-related claims

The Authority stated that the new framework will enhance transparency and ensure real-time updates for property buyers. Builders and promoters will benefit from faster communication, as instant notices will be issued through the dashboard. Standard templates for revisions and related applications have also been made available to legal representatives.

Gujarat RERA said the initiative is expected to strengthen stakeholder confidence in the real estate sector and significantly reduce the time taken for complaint resolution. Stakeholders have been advised to review the detailed SOP available on the official Gujarat RERA website. DeshGujarat