'Aavas Hyderabad’: TG RERA asks Pacifica Constructions to set up helpline to address grievances of homebuyers

Hyderabad: Telangana Real Estate Regulatory Authority (TG RERA) has directed Pacifica Constructions Pvt Ltd to establish a dedicated grievance redressal cell within five days for its delayed residential project, `Aavas Hyderabad’, located at Bachupally in Medchal-Malkajgiri district.

Multiple complaints filed over non-delivery

The interim order was issued after several complaints were filed by allottees under Section 31 of the Real Estate (Regulation and Development) Act, 2016.

The buyers alleged that despite paying for their units, Pacifica Constructions failed to complete the project and hand over possession within the agreed timelines.

The matter was heard on July 15, 2025, where complainants appeared in person while the builder was represented by counsel.

No revised timelines communicated

During the hearing, TG RERA observed that the builder had not communicated any revised possession timelines to the allottees despite considerable delay beyond the promised delivery date.

The authority noted that there was no transparent disclosure about the progress of construction, nor any effective grievance redressal mechanism at the project site or through digital platforms. This left buyers without any avenue to raise concerns or seek redressal.

Violation of statutory obligations

TG RERA emphasised that under Section 19 of the Act, allottees are entitled to be informed about stage-wise completion schedules, amenities, and services.

The continued failure to communicate revised timelines amounts to a serious breach of statutory obligations by the builder and has resulted in hardship and uncertainty for buyers.

No association of allottees formed

The authority further pointed out that more than 90% of flats in the project have already been booked. As per Section 11(4)(e) of the Act, the builder was required to facilitate the formation of an Association of Allottees within three months of the majority allotments.

However, no such steps were taken, depriving buyers of a collective forum to protect their interests.

Key interim directions issued

In its interim order, TG RERA directed Pacifica Constructions to set up a grievance redressal cell at the project site, operating at least five days a week for four hours each day between 11:30 am and 2:00 pm, with prior notice to allottees.

The builder must also set up a dedicated official email ID and helpline number for buyers to submit grievances digitally. All complaints must be acknowledged within 48 hours and resolved or responded to within 15 days.

The authority directed the builder to circulate details of the grievance cell, including the officer’s name, designation, contact information, and operating hours, to all allottees via email and SMS, and display them prominently at the project site and on its official website.

Formation of association and flat inspections

TG RERA also instructed the builder to immediately initiate steps to form the Association of Allottees transparently and inclusively.

Additionally, with prior intimation to the builder, allottees must be permitted to inspect their respective flats at mutually convenient times to ascertain the construction progress.

Warning against non-compliance

The authority warned that any continued failure to communicate with or respond to allottees would be treated as wilful dereliction of statutory obligations under the RE(R&D) Act, 2016, attracting penalties under Section 63.

The matter has been posted for further hearing on August 14, 2025.