The Government of Maharashtra established the Maharashtra Real Estate Regulatory Authority (MahaRERA) with the primary objective of regulating and promoting transparency and accountability within the state's real estate sector. This regulatory body ensures that real estate projects and agents adhere to specified standards, thereby safeguarding the interests of homebuyers and investors.

If you find yourself in a situation where you need to address issues related to a real estate project or agent registered under MahaRERA, this comprehensive guide will walk you through the process of filing and, ultimately, resolving complaints through the MahaRERA platform.

Before You Begin

Before diving into the complaint filing process, it's essential to gather all the necessary documents and details to streamline the procedure. Here's a detailed breakdown:

• Project or Agent Registration: The first crucial step is to confirm that the project or agent you intend to complain about is duly registered with MahaRERA. This is a prerequisite, as complaints can only be filed against entities that are registered with this regulatory authority. To verify their registration status, visit the official MahaRERA website (https://maharerait.mahaonline.gov.in) and locate the "Search Project Details" button.
• Required Documents: Equally important is the collection of the following documents and information:
• Facts of the Case: A clear and concise statement that outlines the nature of the issue you are facing. This document should not exceed 250 words but should provide sufficient context for your complaint.
• Relief(s) Sought: Specify the relief you are seeking, including a clear explanation of the grounds for these requests and any relevant legal provisions (if applicable). This document should be limited to 100 words.
• Interim Order (if requested): If you are seeking an interim order while your complaint is pending, provide details regarding the nature of the interim order you are requesting, along with the reasons for this request. This document should not exceed 100 words.
• Contact Details: Ensure you have an active email ID and mobile number. These contact details will be used for all future communications with MahaRERA officials.

Now, let's dive into the steps in greater detail for filing and resolving complaints on MahaRERA:

Step 1: User Registration

User registration is the initial and crucial step in the process of filing and resolving complaints on the MahaRERA platform. Proper registration ensures that your complaint is correctly associated with your account and that you can track its progress effectively. Here's a more in-depth breakdown of this step:

• Access the MahaRERA Website: The process begins with accessing the official MahaRERA website, which is the gateway to the digital platform where you'll submit your complaint. The website is designed to be user-friendly, with intuitive navigation that guides you through the steps.
• User Account Creation: Upon arriving at the MahaRERA website, you'll find an option labeled "New Registration." This is where you initiate the process of creating a user account. Creating a user account is essential as it establishes your identity as a complainant and allows you to track the progress of your complaint.
• User Information Form:
• 1. User Type: In the user information form, you will be prompted to select your "User Type." For complainants, this should be set as "Complainant." This designation ensures that the system recognizes your role and grants you the appropriate permissions.
• 2. State/Union Territory: You will be asked to specify your State or Union Territory. For those in Maharashtra, you will select this option. Alternatively, there are choices for Dadra Nagar Haveli and Daman and Diu, catering to users from those regions.
• 3. Username and Password: Security is a primary concern, and, as such, you will create a unique username and a robust password. The password you set must adhere to specific requirements, including having a minimum of 8 characters, at least one uppercase letter, one numeric character, and one special character. This stringent password policy is in place to protect the integrity of your account.
• 4. Email ID and Mobile Number: Providing a valid email ID and mobile number is crucial as this contact information will be used for all official communications with MahaRERA officials. It's essential to ensure that these contact details are current and accessible, as timely communication is vital during the complaint resolution process.
• 5. Verification: After you have successfully filled in the required details, a verification link will be sent to the email address you provided for confirmation. Verifying your email ensures the accuracy of the contact information and safeguards your account against unauthorized access.

Proper user registration sets the foundation for your interaction with MahaRERA and the submission of your complaint. It establishes your identity, contact information, and login credentials, allowing you to seamlessly progress through the subsequent steps in the complaint filing process.

Moreover, maintaining up-to-date contact details ensures that you receive timely notifications and communications regarding your complaint's status. This user registration process reflects MahaRERA's commitment to making the complaint filing process transparent, secure, and user-friendly, ultimately safeguarding the interests of all parties involved in the real estate sector.

Why Step 1 Matters:

MahaRERA, as a regulatory authority, places immense importance on accountability. User registration plays a pivotal role in ensuring that all interactions within the system are traceable and transparent. Here's why this aspect of accountability is crucial:

• Audit Trail: Your registered user account creates an audit trail of all your activities within the platform. Every action you take, from filing a complaint to checking its status, is recorded and timestamped. This audit trail fosters transparency, making it clear that MahaRERA diligently tracks and documents user interactions.
• Tracking Progress: A registered user can easily track the progress of their complaint. This transparency ensures that complainants are always in the loop and have access to real-time information about the status of their issues. It's a crucial element in building trust between the regulatory body and complainants.
• Accountability for All Parties: Accountability isn't limited to complainants alone. MahaRERA, project promoters, real estate agents, and allottees are also held accountable for their actions and adherence to regulations. The combination of these accountabilities ensures that the real estate sector operates with the highest standards of ethics and professionalism.
• Secure Data Management: User registration safeguards personal data and ensures that user identities are authenticated. This measure not only protects your account from unauthorized access but also shields sensitive information from breaches. This security contributes to the integrity of the system as a whole.
• Confidence in the Process: When users can see a clear record of their actions and interactions with MahaRERA, it instills confidence in the system. This trust is pivotal in the complaint resolution process, as it encourages complainants to use the platform to seek redressal for their issues.

Step 2: Login to the System

Once you have successfully completed the user registration process, the next step in filing and resolving complaints on MahaRERA is logging into the system. Logging in is a pivotal stage as it grants you access to your user profile and enables you to commence the complaint filing process. Here are the steps:

• Access Your Account: After your successful registration and email verification, you can log in to the MahaRERA platform. To do so, visit the MahaRERA website and use your unique username and password to access your account. This personalized account serves as your digital identity throughout your interaction with the platform.
• User Profile: Once logged in, you have the ability to access and manage your user profile. This profile serves as the central hub for all your interactions within the system. It is essential to provide accurate and up-to-date information in your user profile, including contact details and personal information.
• Enter Personal Details: To create or update your user profile, you'll be prompted to enter the following information:
• Individual Details: This section typically includes your first name, middle name, and last name. Ensuring that your name is correctly entered is crucial, as it will be used for all official communications.
• Address for Official Communication: Here, you'll provide details such as your house number, building name, street name, locality, landmark, state/union territory, division, district, taluka, village, and pin code. Accurate address information is vital, as it serves as the primary contact point for official correspondence.
• Contact Details: You'll be asked to provide your mobile number and email ID. These contact details will be used for all future communications with MahaRERA officials, so it's essential to ensure they are accurate and regularly monitored.

Why Step 2 Matters:

• Personalization: Logging into the system personalizes your experience, ensuring that you can access and manage your user profile, track your complaints, and interact with the platform's features based on your role as a complainant.
• Data Accuracy: Step 2 allows you to maintain accurate personal and contact information. This ensures that MahaRERA can effectively communicate with you throughout the complaint resolution process. Timely notifications and updates are vital to staying informed.
• User Accountability: By accurately maintaining your user profile, you contribute to the accountability of all parties involved in the complaint resolution process. Your information is used for traceability and transparency.
• Efficient Communication: Accurate contact details are crucial for efficient communication. They enable MahaRERA to reach out to you regarding the status of your complaints, any additional documentation required, and other updates related to your issues.

Step 3: Adding Complaint

Once you have successfully logged into the MahaRERA platform and updated your user profile, you are ready to initiate the process of filing your complaint. This step involves providing comprehensive details related to your complaint. Here's a closer look at this crucial stage:

• Navigating to the Complaint Section: To initiate your complaint, you'll first need to navigate to the complaint section on the MahaRERA platform. This can typically be found under a designated tab or section that relates to complaint management.
• Filing Your Complaint: To file a new complaint, select the option for "New Complaints." This is the starting point for inputting the details of your grievance.
• Five-Step Complaint Filing Process:
• Step 1: Add Complaint Details: In this initial step, you will be required to provide key information about your complaint. This includes details such as the division where the project is located (e.g., Konkan, Amravati, Aurangabad, Pune, Nagpur, Nashik), the registration number of the project (as per the instructions in the introduction), and the name of the project/agent and the promoter.
• Step 2: Add Complainant Details: This section focuses on your details as the complainant. You will need to provide information such as your name, type (e.g., Promoter/Real Estate Agent/Allottee/Other), your nature of interest in the project, and your address (both office and residence). Additionally, you should include your contact numbers, including your mobile number and email ID.
• Step 3: Add Respondent Details: This is where you provide information about the entity against whom you are filing the complaint. Include their name, type (e.g., Promoter/Real Estate Agent/Allottee/Other), and their address (both office and residence).
• Step 4: Upload Documents: You'll be asked to upload essential documents related to your complaint. These documents include:
• Facts of the Case: This document should provide a concise statement of the facts and grounds for your complaint. It should not exceed 250 words, ensuring that your message is clear and concise. This document is typically limited to one file.
• Relief(s) Sought: In this document, specify the relief you are seeking in light of the facts mentioned in your complaint. Explain the grounds for these relief requests and any applicable legal provisions. This document should be kept within 100 words and is often limited to one file.
• Interim Order (if requested): If you are seeking an interim order while your complaint is pending, provide details regarding the nature of the interim order you are requesting, along with the reasons for this request. This document should not exceed 100 words and may also be limited to one file.
• Step 5: Declaration: The final step involves a declaration that affirms the accuracy and truthfulness of the information you have provided. You will confirm that the matter is not pending before any court of law or any other authority or tribunal.

Why Step 3 Matters:

• Comprehensive Complaint: Step 3 is where you construct a comprehensive and well-documented complaint. Providing accurate, relevant, and clear information is essential to ensure that your grievance is thoroughly understood and can be addressed effectively.
• Transparency: By supplying all necessary details and documents, you contribute to the transparency of the process. A well-structured complaint enables MahaRERA to evaluate your concerns more efficiently.
• Legal Compliance: The document upload stage ensures that you adhere to the prescribed word limits and file requirements. This compliance is critical for a streamlined resolution process.
• Accountability: The declaration at the end of this step holds you accountable for the accuracy of the information provided. It's a confirmation of the integrity of your complaint.

Step 4: Payment of Fees

After you have diligently followed the preceding steps to file your complaint on the MahaRERA platform, the next vital stage is the payment of fees. This step is essential to process your complaint and ensure that it receives the attention it deserves. Here's a closer look at this critical step:

• Access the Payment Section: To initiate the payment of fees, navigate to the designated "Payment" section or tab on the MahaRERA platform. This section typically provides a clear breakdown of the fees associated with the complaint resolution process.
• Dashboard Display: Once you access the payment section, a dashboard will appear on the screen. This dashboard displays all the relevant details and information related to your complaint, including the specific fees that need to be paid.
• Payment Button: At the end of the dashboard, you will typically find a prominent "Payment" button. Clicking on this button will initiate the payment process.
• Payment Modes: MahaRERA offers various payment modes to ensure convenience for users. These modes often include both online and offline options. Users can select the method that suits them.
• Completing the Payment: Once you have selected your preferred payment mode, follow the provided instructions to complete the payment. This may involve entering payment details, such as bank account information for online payments or making an offline payment through a designated bank or other accepted channels.
• Payment Confirmation: After successfully completing the payment, you should receive a confirmation of the transaction. This confirmation serves as proof that your fees have been paid and that your complaint is now in the queue for resolution.

Why Step 4 Matters:

• Essential Processing: The payment of fees is an integral part of the complaint resolution process. It ensures that the administrative and operational aspects of handling your complaint are effectively managed.
• Funding the Process: The fees you pay contribute to the resources required to review, assess, and resolve your complaint. This financial support is essential for the continued operation of MahaRERA.
• Transparent Financial Transactions: By providing clear information about the fees and various payment modes, MahaRERA maintains transparency in financial transactions. Users can choose the method that suits their preferences.
• Confirmation of Payment: The payment confirmation provides peace of mind that your fees have been successfully processed. This acknowledgment is valuable for both the complainant and MahaRERA in tracking the status of the complaint.

Filing and resolving complaints through MahaRERA is not just a process; it's a commitment to a more transparent, accountable, and equitable real estate sector in Maharashtra. The structured and straightforward steps outlined here emphasize the importance of each party's role in this mission.

By diligently adhering to these steps and providing accurate information and documents, you engage in an empowered process for addressing grievances related to registered real estate projects or agents in the state. This process respects your time, your rights, and your concerns.

However, it's essential to remain proactive in staying updated with MahaRERA's evolving guidelines and processes. The real estate landscape can change, and MahaRERA continuously works to adapt and improve its services to serve the interests of both complainants and the real estate community better.

Your active participation is crucial to creating a real estate environment that upholds fairness, accountability, and responsibility in Maharashtra. MahaRERA is dedicated to ensuring that the sector operates with integrity, and your complaints are an essential part of achieving this goal. Your voice matters, and through this platform, you can influence and contribute to the well-being of the real estate market in Maharashtra.

In this commitment to fairness and accountability, both MahaRERA and you, the complainant, work hand in hand to shape a real estate sector where concerns are addressed promptly, standards are upheld, and transparency is the norm. Together, we can ensure that the real estate market in Maharashtra operates with the highest standards of ethics and professionalism. Your participation in this process reflects a shared vision of a better, more responsible future for real estate in the state.