Tuesday 20 March 2018

EMAAR - MEETING REQUEST WITH CHIEF EXECUTIVE OFFICER




Emerald Hills Owners Welfare Association


KULDEEP KUMAR KOHLI
PRESIDENT


Mr. Sanjay Malhotra,
Chief Executive Officer,
Emaar India,
Emaar Business Park,
MG Road, Sikanderpur Chowk,
Sector 28,
Gurugram – 122002

Resected Sanjay Ji:

Greetings

I am Kuldeep Kumar Kohli having taken over recently as the President of Emerald Hills Owners Welfare Association from my senior Col. Asthana.

I have never had the pleasure of meeting you but your team headed by Namita ji and others from the projects have been very kind in discussing with us very regularly on the compensation issues and the issues related to construction of the different projects and delivery of the same and indeed we are grateful to you for the efforts being made by you and your team in resolving the various issues related to construction, deliveries, compensation, HVAT, GST etc.

We would like to meet you personally on any day convenient to you during this week to discuss certain issues which have been raised by me in my recent communication. The issues are of serious nature and require your kind and personal indulgence. We shall be grateful for your valuable time, on priority.

There has been a visible difference in terms of construction on site in respect of different projects, though the schedules being given each time are slipping in terms of target dates.

I along with the respected members of the Governing Council was there in the last meeting to monitor the construction activities with your respected team members held on 17.6.2018 at your Project Office and had to leave a little earlier because of my illness but it was indeed a pleasure meeting all of them from the Projects. 

It was good to know their positive intentions and seriousness to ensure quick deliveries and though we were in disagreement with the reasons being given by them for the delays on delivery as promised during the last meeting but their attitude and their body language meant business. Their Honesty showed Emaar cares about their customers and their needs and I am confident that your willingness to help the customers will get you the results you are looking to achieve. They were transparent and open about both their strengths and weaknesses.

We have now requested your team to provide us the definite dates against the targets fixed for the construction. This may kindly be provided to us on priority enabling convey the same to our respected members.

People tend to have been buying Emaar product on emotion, not logic. The challenge your business faces is that when its product arrives on the customer’s doorstep, those customers be impressed with the quality of the product to justify their purchase. Talking a good game and turning around and selling a low-quality product is sure to draw negative reviews, leading to mistrust and decreased credibility in the market and by low quality here I mean quality in terms of not only construction but timely delivery and the behavioural pattern of your team members with the buyers directly.

Sir, you will appreciate that Trust is a by-product of a commitment to quality and excellence. If you can deliver the right results to the right people over the long haul, they will come to believe and trust in your product and service offerings

When your prospects and customers trust you, they are more likely to buy from you. When you have their trust, you can also command a reasonable price and boost the lifetime value of each customer.

But building trust doesn’t happen in a vacuum. You have to remain consistent in your messaging, understand your buyer personas and deliver on your promises over time. Only then will you become the go-to provider in your niche.

There is a tremendous upside to building trust in your brand, but it takes time and specific strategies. And one of them is being accessible.  It is nice to be meeting Namita ji and her legal and financial team and they have been accessible to the Governing Council.  It would be highly appreciated if the buyers are also allowed to interact with your team members directly.  The general impression of the buyers is that whenever they visit Emaar, junior people from the Emaar offices meet them and are unable to provide a proper reply to their queries or issues.  It would be greatly appreciated if this issue could be resolved on priority. 

Customers often have questions, and if there’s nowhere for them to go to get their queries answered, or you don’t respond in a timely manner, you could begin to lose credibility.

I personally feel Emaar should bring value to your client.  I am sure Emaar puts its customers first and not the revenue first?

All the issues which have been raised by me in my last communication, for which I am seeking a meeting with you along with few of the respected members of the Governing Council and three or four buyers, may make Emaar pass on certain revenue to the buyers, which they are legally entitled for but I feel it is the duty of Emaar to respect the laws of the land and care more about their customers and not the minor revenue.

Emaar has maintained a consistency in not delivering the projects on time and I do not wish to list the same here as it is well within your knowledge but we the buyers expect a similar consistency to be maintained in payment of what is due to the buyers because of this delay.  Making this payment and showing consistency in this will help increase the overall brand value of your company reinforcing your position in the market place, attracting better quality customers with higher retention rates and raising the perceived value of your products. You will appreciate sir that your actions and behaviour towards being perceived as dependable, aggressive, and helpful would go a long way in building your brand value. Yes, Namita ji has made some serious efforts in this direction and we expect some more positive and quick actions at your end for our members.

Sanjay ji, I await a response from you for a meeting on priority.

Warm Regards

Yours faithfully

KULDEEP KUMAR KOHLI
PRESIDENT
EMERALD HILLS OWNERS WELFARE ASSOCIATION

Copy to:
Ms. Namita Mehta
Chief Service Officer,
Emaar India,
Emaar Business Park,
Sikandarpur, Gurgaon


Mr. Ashish Kabra,
Chief Financial Officer,
Emaar India,
Emaar Business Park,
Gurugram – 122002


Shri Sanjay Kumar,
Head Development, 
Emaar India,
Emaar Business Park,
Gurugram – 122002




Friday 16 March 2018

EMAAR - MAJOR ISSUES OF BUYERS




Emerald Hills Owners Welfare Association


KULDEEP KUMAR KOHLI
PRESIDENT


1. H.E. Mohamed Ali Rashed Alabbar,
Chairman,
Emaar Properties
PO Box 9440, Dubai, UAE

2. Mr. Hussain Ahmad Dhaen AL Quemzi,
Vice Chairman,
Emaar Properties
Dubai

Respected His Excellences,

At the very outset I wish to put on record the hard work being put in by Ms. Namita Mehta and the other heads from the legal and finance team in trying to meet the expectation of different buyers on different issues and many of the buyers from our Group, who were agreeable to the fresh offer of Emaar, in the process, have signed fresh agreements,  though the relief granted by Emaar was far below our expectation and the gains made by Emaar by holding the delivery of the flats/plots much beyond the date promised in the BBA.

We are aware of His Excellency  Mohamed Alabbar being  an Emirati billionaire and the founder and Chairman of Emaar Properties, one of the largest real estate development companies in the world with annual revenue of $4.2 billion and a market cap of over $20 billion, known for developing the world's tallest building Burj Khalifa and the world's largest mall Dubai Mall, which are part of Emaar's 500-acre flagship mega-development Downtown Dubai, as well as The Tower at Dubai Creek Harbour, set to be over 3,000 feet tall upon completion in 2020, the 2,000-seat Dubai OperaDubai Marina, the world's biggest man-made marina, Emirates Hills, regarded as "the Beverly Hills of Dubai", and King Abdullah Economic City, established with King Abdullah of Saudi Arabia as one of the largest private developments in the region spanning 64 square miles.

His Excellency, we are also aware of the H.E being top adviser to the Ruler of Dubai and Vice President and Prime Minister of the United Arab EmiratesSheikh Mohammed bin Rashid Al Maktoum, and His Excellency having formerly served as the founding Director General of the Dubai Department of Economic Development

The creation of such a huge empire has only been possible because of the moral principles and the social values that are being followed by the Respected Promoters of the Group and the employees or in short is because of following the “Business Ethics” such as providing quality goods and services at reasonable prices to its customers, avoiding  adulteration, misleading advertisements and other unfair malpractices and also following proper business policies and practices such as corporate governance, corporate social responsibilities.

I as the President of Emerald Hills Owners Welfare Association on behalf of owners of different Emaar Projects in India wish to convey to you His Excellency that THE BUYERS OF FLATS/PLOTS/COMMERCIAL SPACE IN YOUR PROJECTS are too disturbed with few of the practices being followed in respect of your projects in India which do not appear to be, in line with the business ethics  of the Group, which most likely is not within your knowledge and hence deserves an immediate indulgence at your end in resolving the same. I bring to your notice that these defaults have already dented the image of Emaar via media/television , but then we are also confident that H.E. would initiate the needful resolutions which would help recover the brand image of Emaar.

We are very confident of your being aware of the recent change in the environment in India in favour of the buyers through various judgements being announced by the Honourable Supreme Court and the Honourable National Consumer Dispute Redressal Commission and the evolution of the RERA (Real Estate Regulatory Authority).

The major issues which need your immediate indulgence and kind intervention are the following:

1. HVAT
2. GST
3. COMPENSATION TO THE BUYERS WHO BOUGHT IN RESALE WITHIN ONE YEAR OF THE ORIGINAL PURCHASE
4. COMPENSATION TO THE BUYERS WHO BOUGHT IN RESALE AFTER ONE YEAR OF THE ORIGINAL PURCHASE.
5. COMPENSATION TO THE BUYERS WHO SIGNED AN AGREEMENT WITH YOU WHERE THE DATE OF START OF CONSTUCTION IS NOT SPECIFIED.
6. COMPENSATION TO THE BUYERS WHO HAVE ALREADY TAKEN POSSESSION OF THE FLAT BUT HAVE NOT BEEN GIVEN ANY COMPENSATION UNDER THE PRETEXT OF SOME DELAY IN PAYMENT OF INSTALMENT.
7. COMPENSATION TO THE BUYERS WHO MADE ALL PAYMENTS ON TIME AND HAVE TAKEN THE POSSESSION BUT HAVE NOT BEEN GIVEN ANY COMPENSATION OR HAVE BEEN GIVEN TOO LOW A COMPENSATION



1.  H VAT

Emaar has already recovered the VAT amount due by the allottees in the sale price of the allotted units. Any and all future liability arising from Emaar’s incorrect assessment of the tax amount is not the liability of the allottees. The Allottees are not liable for Emaar’s further tax liabilities in the matter beyond what has been paid under the sale price. Furthermore it is provided that even if you had opted for the Rule 49A scheme, you are barred by the rule, specifically at Rule 49A (2)(v)&(vi) to collect the tax amount paid or issue tax invoice from the buyers.

The fact that the company had challenged the assessment/demand notices, raised by the authorities on account of levy of Haryana Value Added Tax HVAT on the construction of the units was never intimated to the buyers at the time of booking the flats in May 2009 and was not even mentioned in the Builder Buyer Agreement, which clearly implies that the cost of 3.87% of the total consideration due towards HVAT was already included in the cost  at which the flat was offered to the buyer.

You have subsequently opted for the amnesty scheme and paid 1% HVAT and hence the amount of 3.87% minus 1.05% now paid needs to be refunded to our members who have bought your property as the said amount of 3.87% is already included in the sale price. Additionally from some buyers an additional 1.05% was collected against the HVAT-amnesty-scheme and this also needs to be refunded.

2. GST

His Excellency, the overall tax liability on home has been reduced after the implementation of Goods & Services Tax, 2017 whereas the benefit so accruing is not being passed to the buyers by your branches in India. The law on the issue is very clear and despite this clarity on law position, if any builder resorts to such practice, the same can be deemed to be profiteering under section 171 of GST law which is illegal.

The  position of Government of India on GST is as under :


  • The CBEC and States have taken cognisance of many buyer complaints that in view of the works contract Service Tax rate under GST at 12% in respect of under construction flats, complex etc., those who have booked flats and made part payment before 1st July, 2017, are being asked to bear higher tax incidence for payments made after 1st July, 2017. The government has reiterated that this is against the GST law, as explained below.

  • Construction of flats, complex, buildings have a lower incidence of GST as compared to a plethora of Central and State Indirect Taxes suffered by them under the earlier regime.

  • Central Excise Duty was earlier payable on most construction material @ 12.5%. It was higher in case of cement. In addition, VAT was also payable on construction material @ 12.5% to 14.5% in most of the States. In addition, construction material also earlier suffered Entry Tax levied by the States. Input Tax Credit of the above taxes was not allowed for payment of Service Tax. Credit of these taxes was also not available for payment of VAT on construction of flats etc. under composition scheme. Thus, there was cascading of input taxes on constructed flats etc.

  • As a result, incidence of Central Excise Duty, VAT, Entry Tax, etc. on construction material was earlier being borne by the builders, which they passed on to the customers as part of the price of flats charged from them. This was not visible to the customer as it formed a part of the cost of the flat.

  • The earlier headline rate of Service Tax on construction of flats, residences, offices etc. was 4.5%. Over and above this, VAT @ 1% under composition scheme was also charged. The buyer only looked at the headline rate of 5.5%. In other Cities/States, where VAT was being levied under the composition scheme @ 2% or above, the headline rate visible to the customer was above 6.5%. What the customer did not see is the embedded taxes on account of cascading and sticking of input taxes in the cost of the flat etc.

  • The situation has changed under GST. Under GST, full input credit is available for offsetting the headline rate of 12%. As a result, the input taxes embedded in the flat will not (& should not) form a part of the cost of the flat. The input credits should take care of the headline rate of 12% and it is for this reason that refund of overflow of Input Tax Credits to the builder has been disallowed.

  • The builders are expected to pass on the benefits of lower tax burden under the GST regime to the buyers of property by way of reduced prices/ instalments. It is, therefore, expected from Emaar that in the flats under construction, they should not ask customers to pay higher amount of instalments inclusive of all taxes to be received after imposition of GST.

3. COMPENSATION TO THE BUYERS WHO BOUGHT IN RESALE WITHIN ONE YEAR OF THE ORIGINAL PURCHASE

4. COMPENSATION TO THE BUYERS WHO BOUGHT IN RESALE AFTER ONE YEAR OF THE ORIGINAL PURCHASE.

Excellency, the above two issues No. 3 and 4, are well taken care in the judgment below and this is based on the views expressed by the Honourable Supreme Court  in Haryana Urban Development Authority Vs. Raje Ram, AIR 2009 SC 2030.

CONSUMER CASE NO. 427,430-440 of 2014
Versus
M/s Unitech LTD (Opposite party –OP)
                                     
Para 9. For the reasons stated hereinabove, I am of the considered view that the opposite party should handover possession of the apartments booked by the complainants on or before the last date stipulated in the letter of the opposite party dated 27-05-2015. In the cases of those complainants who are the initial allottees of the apartments or who acquired the same within one year of the initial allotment, the opposite party should also pay compensation to them in the form of simple interest at the rate of 12% per annum with effect from the date of possession stipulated in the agreement till the date on which the possession is actually handed over to them.  The persons who purchased the flats within one year of the initial allotment, ought to be treated at par with the initial allottees, because at least two more years being still available to the opposite party at the time of purchase by them, they could not have anticipated that the builder will not be able to honour its commitment, as regards the stipulated date of delivery of possession.  No separate compensation for the mental agony, harassment and suffering needs to be paid by the opposite party to the complainants.
However, in the case of those complainants who acquire the flats by way of resale more than one year after the initial allotment, the opposite party should pay compensation in the form of simple interest at the rate of 12% per annum with effect from three years from the date of the repurchase till the date on which the possession is delivered to them

5. COMPENSATION TO THE BUYERS WHO SIGNED AN AGREEMENT WITH YOU WHERE THE DATE OF START OF CONSTUCTION IS NOT MENTIONED

During our discussions with your team in Gurgaon, it was agreed to by them that the date of signing the BBA would be taken as the date of construction for grant of compensation but there appears to be some change of mind amongst your senior management in Gurgaon, India and no compensation is being given to them by your office in India.

His Excellency may kindly like to appreciate that this kind of an injustice cannot be meted out to the innocent buyers who have all,  having faith in the brand Emaar,  signed the contract under the impression that the project construction would be started within a reasonable period of a month or two from the date of signing the contract. Hence in all such cases the date of start of construction may kindly be taken as the date of signing the BBA.

6. COMPENSATION TO THE BUYERS WHO HAVE ALREADY TAKEN POSSESSION OF THE FLAT BUT HAVE NOT BEEN GIVEN ANY COMPENSATION UNDER THE PRETEXT OF SOME DELAY IN PAYMENT OF INSTALMENT.

7. COMPENSATION TO THE BUYERS WHO MADE ALL PAYMENTS ON TIME AND HAVE TAKEN THE POSSESSION BUT HAVE NOT BEEN GIVEN ANY COMPENSATION OR HAVE BEEN GIVEN TOO LOW A COMPENSATION

His Excellency, the above category of buyers at point No. 6 & 7, are the biggest sufferers, as they took the possession when offered to them, did not prefer to go in for litigation and have been denied the basic compensation for the delay/offered too less a compensation, though others have been offered more and hence require your kind and personal indulgence on priority to be placed at par with others.

In view of above, we shall be grateful for a quick justice to the buyers on priority on all the issues mentioned above.

His Excellency, it may be difficult for me to hold so many buyers
moving the Honourable Courts and hence an early action at the end of Emaar, under your instructions, shall be highly appreciated.

Thanking you,

Yours faithfully

KULDEEP KUMAR KOHLI
PRESIDENT

Copy to:

Mr. Sanjay Malhotra,
Chief Executive Officer,
Emaar India,
Emaar Business Park,
MG Road, Sikanderpur Chowk,
Sector 28,
Gurugram – 122002

Ms. Namita Mehta
Chief Service Officer,
Emaar MGF Ltd,
Sikandarpur, Gurgaon


Mr. Ashish Kabra,
Chief Financial Officer,
Emaar India,
Gurugram – 122002




Sunday 4 March 2018

FRWA-NCDRC JUDGEMENT (CONSUMER CASE NO. 1604 of 2017 Versus M/s Unitech LTD (Opposite party –OP)




 PRESIDENT

NATIONAL CONSUMER DISPUTES REDRESSAL COMMISSION
NEW DELHI
CONSUMER CASE NO. 1604 of 2017
Versus
M/s Unitech LTD (Opposite party –OP)

6. The learned counsel for the complainants also submits that in order to avoid any further litigation in the matter, the complainants are restricting their claim to refund of the principal amount paid by them, along with compensation in the form of simple interest @ 10% per annum, in terms of Clause 4€ of the Buyers Agreement, which reads as under:

“4.e. Default

If for any reason the developer is not in a position to offer the Apartment, as agreed herein, the Developer may offer the Apartment Allottee (s) alternative property or refund the amount paid by the apartment Allottee (s) in full with interest @ 10% per annum from the date of payment (s) by the Apartment Allottee (s) without any further liability to pay any damages, charges or compensation.”

7. For the reasons stated hereinabove the consumer complaint is hereby disposed of with the following directions:

            i.        The opposite party shall refund the entire principal amount of Rs.1,31,12,152/- to the complainants, along with compensation in the form of simple interest @ 10% per annum from the date of each payment till the date of refund.

          ii.        The opposite party shall pay a sum of Rs.25,000/- as the cost of litigation to the complainants.

 2. The opposite party did not file its written version, despite service and therefore its right to file written version was closed vide order dated 10.10.2017. I have heard the learned counsel for the parties and have considered the affidavit filed by the complainant by way of evidence.

3. The Builders Buyers Agreement executed between the parties fortifies the case set out in the complaint and shows that the possession of the flat allotted to the complainant ought to have been delivered by 02.7.2017. Since the possession of the flat has not even been offered to the complainants, they cannot be compelled to wait any more and are entitled to refund of the amount paid to the opposite party.

4. All the above referred grounds have repeatedly been rejected by this Commission in a number of cases including CC No. 182 of 2015 and connected matters decided on 29.09.2016. The following view taken in the aforesaid matters is relevant for the purpose of deciding this complaint:

“6. As regards the delay in obtaining the environmental clearance, the opposite party knew before accepting booking from the complainants and allotting a flat to them that since the size of the project was more than 20,000 sq.ft. of built up area, environmental clearance in terms of the Notification dated 14.9.2006 would be necessary and the said clearance would be given only after the project was approved by State Environment Impact Assessment Committee and then by State Level Environment Impact Assessment Authority. It was, therefore, necessary for the opposite party to either obtain the requisite environmental clearance before accepting the booking or at least inform the buyers that the construction would commence only after obtaining the requisite environmental clearance which they were yet to receive. This is particularly necessary in a case where the builder is promising delivery of the apartment in a time-bound manner linked with the date of the Buyer’s Agreement and not with the date on which the construction actually commences after obtaining all the requisite clearances. If such a disclosure is made to the buyer and still he chooses to make a booking knowing fully well that the builder may not be held responsible for the delay to this extent it is attributable solely to the concerned environmental authority, it will not be possible to hold the builder responsible for the delay in the aforesaid extent.”

5. As regards the alleged non-availability of ground water on account of the use of ground water in building activities, having been stayed by the Punjab and Haryana High Court, the following view taken by this Commission in Cap. Gurtaj Singh Sahni Vs. Unitech Limited, Consumer Complaint No.603 of 2014 and connected matters, decided on 2.5.2016 is pertinent:-

“6. The next question which arises for consideration is the quantum of compensation which should be paid to the complainants for the delay in completion of the villas. As far as the prohibition on use of underground water in construction is concerned, the learned counsel for the complainant has drawn my attention to the order dated 21.08.2012 passed by a Divisional Bench of Punjab & Haryana High Court in Civil Writ Petition No. 20032 of 2008 wherein the High Court noted that the public notice issued under Section-5(3) of the Environment Protection Act, 1986 was published in the newspaper on 26.12.2000. It further shows that the said notice had imposed a complete ban upon the use of underground water in the construction without prior approval of the competent authority. It was noted by the High Court that despite publication of the aforesaid notice, the builders continued to use underground water for construction purposes. If there was a complete ban on use of underground water for construction and the said prohibition was notified on 26.12.2000, the opposite party must have taken into account, the impact of the said prohibition while entering into Buyers Agreements with the complainants. Therefore, it is not open to the opposite party to rely upon the said prohibition in order to justify the delay in construction of the villas sold to the complainants. The opposite party knew at the time of entering into agreements with the complainants that it will not be able to use underground water for construction of the villas and therefore, will have to make alternative arrangements from authorized sources for making the water available for the said construction. Therefore, the aforesaid prohibition on use of the underground water for construction purpose does not justify the delay in completion of the construction. In any case, no material has been placed by the opposite party on record to show that efforts were made by it during the relevant period to procure water from alternative sources but it was unable to obtain the water from the said sources. More importantly, in the Buyers Agreement executed between the parties, it was not disclosed to the buyers that since no underground water can be used for construction purpose, the developer will have to arrange water from alternative sources and in case it is not able to arrange water, the construction would be delayed and in that case, it will not be held responsible for the delay in completion of the construction”


6. As regards the alleged shortage of labour and building material on account of Commonwealth Games, the plea taken by the opposite party is wholly misplaced since the said games were over in October 2010 much before the allotment in this project was made to the complainant.

7. As regards the alleged economic slowdown and consequent recession in the real estate market, the same cannot be a valid ground for delaying the possession of the flats to the complainant since some of the buyers made advance payment of almost 95% of the sale consideration whereas the other buyers were to make payment linked with the progress of construction and this is not the case of the opposite party that they had defaulted in performing their contractual obligations as regards the payment of the sale consideration. Therefore, it cannot be said, as far as this project is concerned, that the construction was delayed on account of funds not being available with the opposite party.

8. As regards the alleged shortage of labour due to NREGS and Jawahar Lal Nehru National Urban Renewal Mission, there is no evidence of the opposite party having attempted to recruit labour and having not found the requisite labour available in the market. Ordinarily such big builders operate by giving contracts/sub-contracts to third parties. There is no evidence of the opposite party having not been able to get any contractor/sub-contractor on account of non-availability of labour and/or building material in the market. Moreover, this is not the case of the opposite party that no construction activity took place in Gurgaon in the last 5 years or so. Had the labour and/or building material not been available in the market, the problem would have been faced not only by the opposite party but by all other builders as well as the individuals who were seeking to construct houses in this area. Therefore, I find no merit in the aforesaid plea taken by the opposite party                       


9. As regards the alleged shortage of bricks and sand, there is no evidence of the opposite party having invited tenders for supply of bricks and sand and the said material having not been available in the market. Moreover, there is no evidence of any sub-contractor/contractor of the opposite party having stopped the work awarded to him on account of non-availability of labour and/or building material in the market. It is possible that the wages of the laour and the cost of the building material may have gone up with the passage of time but it would be difficult to accept that neither the required labor nor the building material in sufficient quantity was available in the open market.”

Warm Regards

For FEDERATION OF RESIDENTS WELFARE ASSOCIATION


KULDEEP KUMAR KOHLI
PRESIDENT