Consumer Helpline present Convergence for out of court settlement of consumer
Although NCH has the mandate to offer telephonic advice, information and guidance to consumers across the country, it has been extending support to the
customers as also the service providers through its Convergence initiative in partnership
with Consumer Voice.
NCH has been actively pursuing the Convergence process over the
last few years, and has enrolled the voluntary participation of over 126 active
companies/ organizations including Banks, NBFCs, Insurance, Telecom, Electricity,
Couriers, Consumer Durables and a variety of other products and services. Under
the convergence model, which is a potential alternate dispute redressal mechanism,
NCH partners with companies who adopt a proactive approach to efficient consumer
It shares with them online data on complaints which pour in at NCH, to facilitate
free, fair and
fast redressal through participative cooperation. Under this process
NCH sends the requisite details by email to the designated authority who address
/redress the grievance and revert by sending feedback to both the consumer and NCH,
as a two way process.
Thus NCH acts as a bridge in building symbiotic synergies between consumers and
the service providers.
We hope to develop this system in the 2nd phase in a robust
Why Convergence ?
-Win-Win situation for both Consumers as well as Service Providers.
-Resolving consumer grievance cordially and expeditiously.
-Capturing Internal Consumer Redressal Mechanism within the company.
-An opportunity to Service Provider for better Corporate Governance and Social Responsibility.
-Need of Consumer Disputes to be redressed out of Consumer Courts.
facilitates NCH Mantra
1 Identification of the Company
In the process of convergence identification of the Right Company is very important.
We have to approach only those companies, which have maximum complaints, and the
convergence with the same is fruitful.
2.Identification of the Right Person
in the Organization Approaching the Right person, having decisive power.
Explaining him concept of convergence process and to create confidence that this
process will be beneficial for Company as well as for NCH resulting in consumer
satisfaction. This can be done by telephonic discussion /letters/e-mails informing
the details of Convergence process.
Taking the approval the respective Company by e-mail/Letters including
name of the nodal officer or concerned authority and Contact details including e-mail
id, phone numbers, address etc.
4.Complaint / Feedback
handling System Standard Format is required to send the complaint with
fields such as Name, Address, phone no, e-mail id, problem details etc can be included.
Sending Complaints to Respective Company on regular basis Entry in Convergence Report
Getting Responses on the Complaints Follow up and getting responses from companies.
Feedbacks from Consumers in form of letter, Fax, e-mail etc.
View Brand under NCH Convergence Process
NCH Convergence Mechanism Process
Guidance for smart consumers