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Consumer Articles : Sector wise

Telecom

Customer Grievance Handling System in Telecom Sector

The Telecom Regulatory Authority of India (TRAI) have issued Regulation � Telecom Consumers Protection and Redressal of Grievances Regulation,2007� on 4 th May2007. These Regulations applies to all Service Providers including Bharat Sanchar Nigam Ltd. (BSNL) And The Mahanagar Telephone Nigam Ltd. (MTNL) providing Basic Telephone Services, Cellular Mobile Telephone Services, Unified Access Services and Broadband Services.

Call Center

Every service provider has been mandated to set up a call centre at each licensed service area for redressal of grievances of their consumers
The call centre has to function 24x7 i.e. round the clock 7days a week and 24 hrs. a day.
The call centre will have to function with a toll free number or customer care number.
No call charges or SMS charges shall be levied upon or payable by customers for calls made or SMS service sent to toll free number/customer care number.
Each service provider shall immediately on establishment of its call centre give the contact details including the details of toll free number of through a public notice in a newspaper published in Hindi/English and newspaper in a language in circulation in the area in which such service provider is providing the services. The service provider has to give the similar notice at least once in a year in the same manner.
All the service provider has to publish similar information through the telephone bills also.
Any change in the contact details of the call centre including toll free number has to be notified in the similar manner i.e telephone bbills, notice through newspapers as above.
The customer care will have to register all complaints and inform the unique identification number or docket number to the complainenant. The customer care centre have to record the details in respect of the customers and inform the customer for the action taken on the complaint.
The customer care centre have to adhere the time limit specified in the Telecom Regulation on the Quality of Service. Wherever no time limit has been specified, all such complaints shall be redressed within seven days of registration of complaints.

Nodal Officer

All service providers have to appoint or designate one or more Nodal Officers in each of the licensed servicearea.
The service provider shall have to give details of the nodal officers including name, address, telephone number, email id, fax number and other contact details in the newspaper, telephone bills etc. Any change in the contact details of nodal officers will have to be notified in the similar manner. These details are also to be displayed in its each office, call centre, sales outlets, website and at the office of nodal officer and appellate authority.
The nodal officer will have to easily accessible and available for redressal of grievances.
Any complaint being lodged to Nodal officers have to issued unique identification number and informed to the customers within 3days of the receipt of the complaint.
The nodal officer shall redress the complaint within 10 days of the registration of the complaints. The complaints relating to fault or disruption / disconnection of service shall be redressed within 3 days.

Appellate Authority

Each Service Provider shall have to appoint one or more appellate authority in each of its licensed service area.
The service provider has to give details of the appellate authorities including address, telephone numbers, email ids, fax and other means of contacting and the procedure for filing the appeal through public notice in a newspaper and regularly through the telephone bills.
The above details are also to be displayed at each of its office, call centre, sales outlets, websites, office of Nodal Officers and Appellate Authority.
Any customer unsatisfied with the redressal of grievances by Nodal Officer / no redressal or no reply within 10 days can file the appeal with the appellate authority within three months.
The form for filing the appeal shall be available free of charge at its every office, sales outlet, office of Nodal Officer, Appellate Authority, website etc.
The secretariat of appellate authority shall register every appeal immediately on receipt of same and send acknowledgement with serial number within 3 days.
The registered complaint shall be forwarded by the appellate authority to the service provider within 6 days of the receipt of the appeal.
The Service Provider shall have to file its reply within 15 days failing which the Appellate Authority shall proceed with its decision based on the records available with the appeal.
The appeal has to be disposed within three months from the date of its filing and decision communicated within 7days of the order of appellate authorities.
The status and details of the pending appeal shall have to be exhibited on the websites of the appellate authority or the service provider.
The Service Provider has to furnish the preceding six months records to TRAI by 15 th October and 15 th April of every year pertaining to number of appeals received, disposed and pending and other relevant details.
TRAI in the interest of the consumers may publish such reports on TRAI's website.

General

All Service Providers have to publish �Manual of Practice for handling consumer complaints� mentioning following details:

* Name and address of service provider
* Terms and conditions of the services
* Call centre toll free number, name address and other contact details of nodal officers and the appellate authority
* Procedure for shifting, transfer of connection, provision of accessories, customer premises equipment
* Information about service availability and coverage for cellular mobile service
* Complaint redressal mechanism
* An Annexure containing text of the Quality of Service Benchmarks like provision of a telephone connection, repair of faults within next working day, shifting of connection, closure of the connection, refund of security deposits, resolving complaints of billing etc.

2. The above manual shall be prepared in English and Hindi and also the language of the State
3. The manual shall be available for reference at every office of the service provider, call centre, sales outlet, office of Nodal Officer, Appellate Authority, website etc.
4. A copy of the manual (certified true copy) shall have to be submitted by Service Provider to TRAI.

Product

Before You Buy - After You Buy

The best way to protect yourself from consumer fraud, scams, or problems, is to be aware of the potential pitfalls and to make smart decisions before buying products or services.

Before You Buy

Know what you are paying for. Does the seller have the required licenses? Is the seller qualified to provide the product or service?

Be aware of store refund policies. Some stores allow return of items within a few days; others will not accept returns if you wait too long.

After You Buy

Save all contracts, sales receipts, cancelled checks, owner's manuals and warranty documents.

Read and follow product and service instructions. The way you use or take care of a product might affect your warranty rights.

CONSUMER GIREVANCE REDRESSAL MECHANISM

If things don't work out, complain as soon as possible

The first step in resolving a consumer problem is to contact the business that sold the product or performed the service.

A letter to the manager is the most effective method. The letter should clearly outline the product purchased, the problem, and the resolution you are seeking. Keep copies of all correspondence.

Howe ever when the manufacturer does not listen to the consumer, the following course of action is the only way to seek justice:-

If a consumer finds that the product he has bought is defective, he must ask the dealer to compensate him. However, at times the dealer passes the buck on to the manufacturer, saying that his job is only to sell the goods and rectifying any manufacturing defect is the responsibility of the manufacturer. And in such cases, it is the consumer who suffers, as very often the manufacturer may not be in the same area in which the goods were purchased.

Case Study

This need not be the case anymore, says the National Consumer Dispute Redressal Commission in the case R Raja Rao vs M/s Mysore Auto Agencies & another. Rao purchased a Swaraj Mazda vehicle from the auto agency for Rs3,68,729. Within a few days, the vehicle started developing problems. The vehicle was repeatedly sent to authorised garages, but the list of problems with the vehicle never seemed to get over. One of the garages where the vehicle was sent even gave a report that the vehicle needed major repairs.

Upset with this turn of events, Rao served a legal notice on the manufacturer and asked them for a replacement. Since he didn't receive a response from the dealer or the manufacturer, he final decided to move the Consumer State Redressal Commission in Bangalore .

In the interim period, the vehicle was tested by the Automobile Association of South India and also a court-appointed commissioner. Both of them made adverse remarks on about vehicle's road-worthiness and stated that it was apparent that it had serious manufacturing defects. The commissioner also came to the conclusion that the dealer had repaired the vehicle in the interim and was using it for his purposes.

The matter reached the National Commission in Appeal after the State Commission dismissed the complaint. In the operative part of its order, the National Commission observed, "It is shameful that even (though) the vehicle was defective, the respondents failed to acknowledge the defects."

Credit Card

Credit Card: Tips For Consumer

Credit Card : A credit card is a system of payment named after the small plastic card issued to users of the system. A credit card is different from a debit card in that it does not remove money from the user's account after every transaction. In the case of credit cards, the issuer lends money to the consumer (or the user).

Terms Associated with Credit Card:

Minimum Amount Due : The Minimum amount due is the amount consumer is required to pay to keep his account alive. It is calculated at @ 5% of the total amount due subject to a minimum of Rs100.Any previous unpaid minimum amount and or any amount by which Consumer has exceeded the Credit Limit are added to the minimum amount due and payable

Total Amount Due : The Total Amount due is the total amount of spending by the consumer with in his Credit Limit.

Credit Limit : The Credit Limit (cash+credit) is the maximum amount consumer can spend or borrow using his credit card in one billing cycle. This Limit is based on various factors relating to income of consumer. This Credit limit can be changed on the basis of his payment and transaction history.

Billing and Statement: Consumer is entitled to get the monthly statement showing the payments credited and the transactions debited to the card member's account since the last statement, provided the Card is active during the said period.

Credit Limit of the Add-On Card �The Credit Limit of the add on card is the same as that of the primary card. The total outstanding on the primary and add on cards cannot exceed the limit on the primary card.

Lost Card: In India , Credit card companies have a provision in their contract with the customer that the company is not liable for fraudulent transactions unless the customer reports the loss immediately.

Before opting For Credit Card Consumer must analyse the following questions to decide on the Right Credit Card :

How much is the Joining fee and Annual fee? �Many banks are now waiving off the joining fee and annual fee. Consumer must check that whether the Credit card is free for lifetime or not if yes, then it should be in writing and terms and conditions should be clear to him about any fee.
How Much is the add on card fee? If consumer is interested in taking add on card for spouse, children then he has to keep in mind that he is responsible for paying the bills raised on the Add-On Card also.
What is the Interest Rate? -One of the Important Point Consumer has to keep in the Mind about deciding the Credit Card is Interest Rate charged both of Credit and cash limit.
How long is the Free Credit Period? The Days of Credit one get depends on the statement date and date of transaction. On an average, Consumer could assume of getting around 20 days of free credit. However if consumer buys after the statement he could end up getting up to 50 days of Credit.

Important Points which Consumer must keep in mind while using Credit Cards

Consumer should take all the Terms & Conditions in writing in order to avoid any dispute later. There must be clarity in all aspects regarding payment terms, interest charges and fee etc levied on the Credit Card.
Always keep a copy of the Most Important Terms and Conditions and Application Form filled at the time of applying of credit card.
Consumer should keep the information on call center number, bank head office address, and nodal officer address and phone number on record to call immediately in case of lost card or any other emergency.
Never put your credit card in office drawer or at any place, which is publicly and easily accessible.
Be careful while using credit card in Internet transaction, use only safe and hacker safe portals.
To avoid late payment charges and Interest always pay amount on or before due date. However in any case if consumer is not able to pay Total amount due he must pay Minimum amount due to avoid late payment charges

National Savings Products

NS Products are the products of Ministry of Finance, Government of India, has a sovereign guarantee and therefore NS products are fully secured and safe. The rate of interest offered on NS products are quite attractive as compared to other schemes in the financial market. The important aspect is that 100% of the collections made in the state is invested in the securities floated by the State govt. as a loan by the Govt. of India on long term basis which is used by the State govt. for their developmental activities in the State.

Products under the fold of NSI:

The Ministry of Finance, Govt. of India has structured 8 products to cater the needs of different segments of the investors as given below. All the products are need based and the investors can opt for the product as per their requirement.

1) Senior Citizen's Savings Scheme
2) Post Office Monthly Income Account
3) 15 Year Public Provident Fund Account
4) National Savings Certificate (VIII Issue)
5) 5-year Post Office Recurring Deposit Account
6) Post Office Time Deposit Account
7) Post Office Savings Account
8) Kisan Vikas Patra

Schemes of National Savings formulates and introduced by:
Ministry of Finance designs the product in consultation with experts committees /National Savings Institute.

Investor can buy the National Savings products from:
All products are available at Post offices. PPF and Senior Citizen Savings Scheme are also available with designated Bank's Branches.

Nomination facility:
The depositor can nominate one or more persons as the nominee and also mention the share of nominee in case of more than one nominee.

Whether NRI(s) can invest in the National Savings Products:
NRI(s) are not authorised to make investment in National Savings Products.

Mode of payment on maturity / premature closure of National Savings Products:
On Premature Closure or maturity, the deposits accepting authorities make payment in cash upto Rs. 20,000/- and by cheque in excess thereof.

Whether NS products enjoy the benefit of tax concession under Income Tax Act :
The deposit in PPF, N.S.C. VIII Issue enjoy the benefit of tax concession under I.T.Act. The deposits in PPF qualify for deduction upto maximum of Rs.70,000/- and deposits in NSC VIII Issue upto Rs.1,00,000/- under Section 80 C of Income Tax Act. The interest accrued in NSC VIII Issue for 5 years also enjoy the benefit of Sec. 80 C of I.T.Act.

The interest on PPF and POSA(Post Office saving account) is tax free as per the tax provisions under Sec.10 of I.T.

Investor Grievance Redressal

With a view to improving the accountability to the Small Savings Investors, agents and other concerned a single window mechanism for redressal of investors grievances and queries has been setup.

To redress the investor's grievances, a Coordination Committee has been set up at the State level, which is chaired by the Regional Director, incharge of respective NSI Regional centre with a representative from State Govt., Department of Post, Banks and Agents as Members of the said Committee.

Single Window mechanism for redressal is a form to be filled by investor for submitting the complaints online

Tips on filling the Complaint form:

� This Grievance/Complaint is made to submit your queries to your regional centers

� Put valid data in the fields in order to precess your Grievance/Complaint faster and upto your satisfaction level

� Your Complaint Code will be generated after you submit the request.

� Note that complaint code for future use in order to know your Grievance/Complaint Status.

Right to Information Act:

National Savings Institute (NSI) is an Institute under Union Ministry of Finance (Departmenet of Economic Affairs), with head quarters at Nagpur ( Maharashtra ). Shri Deepak Verma, Regional Director (Sr), NSI Nagpur has been appointed as Nodal Officer at Hqrs, for the purpose of �Right to Information Act 2005' and all Regional Directors of all the 10 Regional Centres of National Savings Institute have been appointed as Public Information Officers in respect of their Regional Centers.