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Convergence Process :


Convergence@NCH 

National Consumer Helpline  present Convergence for out of court settlement of consumer grievances

NCH receives a large number of complaints over its widely advertised and publicized Toll Free No 1800 11 4000, under the popular ‘Jago Grahak Jago’ campaign of the Ministry.

Under the normal course we advise these customers to approach Corporate/ Customer care/ Supportive team and other lower tier officials and in the event of their remaining unsatisfied, approach the higher tiers. Resorting to legal remedies however is suggested as a last resort only.

As a part of our Convergence initiative, for selected organizations who show their willingness to join this initiative, we adopt the system of consolidating the complaints received at NCH, which are systematically compiled and forwarded electronically in MS Excel format to their nominated /designated official with full consumer particulars captured at our end. These complaints are attended to by these organizations as per their own redressal systems and a feedback is sent to the customer as well as to NCH. NCH also obtains feedback from the customers, which is shared with the organizations.

The system essentially works as a two-way communication.

The Process

Step 1: Capturing of complaint data received on a pan-India basis at NCH and collating it on a sectoral/ company wise basis.

Step 2: Identification of nodal contact persons both at NCH and Organization/ Company level who shall facilitate smooth and effective transmission of data and feedback.

Step 3: Transmission of data by NCH to the company/organization. This would include pertinent details like a) Docket No. generated at NCH b) Name and address of the consumer c) Telephone number, email ID d) Name of the Company/Organization e) Details of the problem /Complaint

Step 4: The complaint is addressed /redressed by the company/organization as per their own redressal system and a feedback is sent to the consumer as also to NCH. Step 5: Feedback from consumers through telephone/ letters/ faxes/email, which is shared with the company/organization at nodal officer Level.

 

Online Complaint Management System on NCH Website

National Consumer Helpline has launched its web site with online complaint handling system for providing an interface between consumers and brands / companies under convergence with NCH which would facilitate the escalation and resolution of the consumer complaints directly through the web.

This system provides a platform where consumers and companies can interact with each other virtually. Complaints logged by consumers can directly be seen by the companies and then companies can put their remarks and resolutions, which are accessible to the consumers.

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