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Consumer Velocity @ NCH
(The monthly newsletter from National Consumer Helpline)

Issue No:04/IIPA   
April 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

’Suno Sharda 90.8FM’ airing a programme on Consumer Awareness and the role of NCH in empowering Consumers on 1st April 2016. .



To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free no.


(All Working days - Mon-Sat, 09.30 AM to 05.30 PM )

or SMS your name and city to
+918130009809 (Charges Apply) .

Editorial Team

Editor in Chief:
•Prof. Suresh Misra

Consulting Editor:
•Mr. G. N. Sreekumaran

Editorial Team:

• Ms. Deepika Sur
• Mr. Sanjeev Talwar
• Ms. Seema Sharma
• Ms. Harsh Dhingra

Sector Experts:
• Dr. Prem Lata
• Mr. Prabhat Kumar

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago



You are reading of the fourth issue of Year 2016.

National Consumer Helpline - a project of the Union Ministry of Consumer Affairs operates under the Centre for Consumer Studies at Indian Institute of Public Administration. The Project recognizes the need of consumers for a Telephone Helpline to deal with multitude of problems arising in their day-to-day dealings with business and service providers. NCH is mandated to support consumer by:

- Alternate Dispute Redressal system (ADR): Guide consumer on how to get their grievance redressed. Also forward complaints to 200+ convergence companies for resolution and redress, as per the policy of the company. Industry interactions are platforms for open communication.

- Information & guidance: provide information to consumers on products, services, company addresses, ombudsman, Regulators and consumer forums. Counselors provide information as per the stage of the complaint – Tier 1, 2 or 3. Information is also provided for standards( Hallmark, ISI) and other services like RTI, PAN card, UIDAI, Financial Inclusion programs.

- Advocacy: Based on the analysis of data of calls at NCH and trends that show up specific type of complaints affecting a large number of consumers is highlighted to the organization and to DCA, and the information is shared with consumers on various platforms.


’Suno Sharda 90.8FM’ airing a programme on Consumer Awareness and the role of NCH in empowering Consumers on 1st April 2016.
Suno Sharda is the Community Radio Station of Sharda University, and is the only community Radio Station at Greater Noida. It reaches out to the most of the Residential and Educational institutes in Greater Noida. NCH participants in this programme are Ms. Deepika Sur and Mr. Sanjeev Talwar

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National Consumer Helpline conceived, scripted and performed a ‘Nukkad Natak’ at the Red Fort on 30th April 2016 between 5 PM to 6 PM on the ‘Heritage Places & Monuments’ under Swachh Bharat Pakhwada for the year 2016 -17.

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  • In April 2016, the dockets made/ updated of calls, SMS and complaints received online at the NCH website were 18,803 out of which 13, 685 calls were handled at the Toll free number and 5118 complaints were reported on the NCH - Online Complaint Management System. This is the highest count that NCH has handled in its 11 years of operations.

  • The NCH Website has registered total 5118 complaints regarding various products and services of Convergence Partners of NCH. Complaints received on the website are responded to by the convergence companies on the NCH online complaint handling module in the website itself.

  • Consumer Detriment :In April 2016, Consumer detriment has been computed at Rs. 33,62,04,075 for 6857 dockets. This is calculated on the basis of average value in each sector.

  • Convergence : The Grievance Resolution Management System of companies who have registered with NCH voluntarily. Complaints sent to these companies were 7342. Responses to 5629 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 5728.

  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.03 out of 5. The score reflects well on the services provided.
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  • CPGRAMS complaints : Over the last four months, the helpline has been responding to complaint queries forwarded to it by Department of Consumer Affairs on the Centralized Public Grievance Redress And Monitoring System (CPGRAMS) portal ( on regular basis. This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances.
Geographical Distribution: 
The numbers of calls received from top five states in descending order are Uttar Pradesh, Delhi, Maharashtra, West Bengal and Haryana.

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Major Sectors: 
The top five sectors for which calls were received are Consumer Durables, E-Commerce, Telecom, Banking and Automobiles.
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Consumer Detriment:
The top five sectors, which account for the estimated consumer detriment, are in descending Order – Real Estate, Automobiles, Consumer Durable, Legal and e-Commerce. Estimated Consumer Detriment totaled Rs. 33, 62, 04, 075. The other sectors estimated are: Banking, Medical Negligence, Insurance (Life, General, Health, Motor Vehicle), Airlines, Education, Travel & Tours, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal Metrology, Railways, DTH/Cable, Drugs & Cosmetics and Food Safety.
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Counselling Satisfaction Index:
NCH takes feedback from callers to assess the counseling services provided. Feedback helps in developing inputs as it gives the complainants perspective. All callers who register their email id receive a feedback questionnaire within one working day of the call being made to NCH requesting them to evaluate their experience of the counseling service

On analysis of the 104 responses received Consumer satisfaction averages 4.03 out of 5 for the month of April 2016, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievances. NCH has created an alternate redressal mechanism for resolving consumer complaints. Currently over 200 companies are listed under the ‘convergence’ programme. All companies have partnered with NCH voluntarily.

A wide spectrum of sectors ranging from consumer durables (Air conditioner, Mobile Handset, Television, Apparels, Footwear manufacturers) to services like Banking, Insurance, Electricity, Telecom companies to diversified sectors such as Automobiles, Courier, Tours & Holidays are all ‘convergence’ partners of NCH. Complaints received are accessed by the nodal person (SPOC) at each company who is also responsible for uploading the responses. Responses received were for 5629 complaints. Feedback of 90 complaints, not part of ‘convergence’, were received directly from the complainants.

Words of appreciation
(reproduced as received)
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(Recent announcements in Consumer Interest)

  • New Basis for deciding rate of interest for Consumer Loans as prescribed by RBI

  • What is the new rate MCLR and how it affects consumers?.

    Marginal Cost of Funds based Lending Rate (MCLR) is the new benchmark lending rate at which banks will lend to new borrowers, with effect from 1st April’16. Till 31 March 2016, banks used the base rate as the benchmark rate to lend. MCLR is built on four components—marginal cost of funds, negative carry on account of cash reserve ratio (CRR), operating costs and tenor premium. The RBI has asked banks to set at least five MCLR rates—overnight, one month, three month, six month and one year. The rates have to be reviewed on a monthly basis, but initially, the banks will do so quarterly till March 2017.

    MCLR-linked loans will be reset for a maximum of one year. So, there will be a new interest rate on your home loan at a pre-decided time and for a maximum period of one year. It is important to note that, the Banks are also allowed to determine a spread that is higher than MCLR. Depending on prospective borrower’s credit profile, banks will decide this. However, not all loans will come under this rate. For instance, loans covered by government schemes where banks have to charge interest rates as per the scheme are exempted from being linked to MCLR.

    How does it work?

    If you plan to take a floating rate home loan, your loan will now be linked to MCLR. Therefore, from now, all floating rate loan agreements will have a reset clause at a pre-specified interval. However, banks such as SBI and ICICI have set one-year MCLR as the benchmark for home loans. Can an existing borrower who is on a base rate regime move to MCLR? According to RBI, existing loans and credit limits linked to base rate will continue till repayment or renewal, and banks will have to continue publishing base rates as well. Existing borrowers can move to MCLR-linked loans at mutually acceptable terms and these loans will not be treated as foreclosure of existing facility.

    What consumers should know

    In fact, MCLR is closely linked to the actual deposit rates. The MCLR-linked home loan rate is currently marginally lower than a base rate-linked loan. However, Home loan rates will now depend on the bank’s choice of reset period—six-month or one-year MCLR rate and spread rather than one common base rate and spread. As the concept of reset period contravenes with the RBI’s objective of quick transmission of monetary policy, the RBI has capped reset period at one year. Existing borrowers should wait for the new system of calculation to settle before deciding to switch loans.


    National Consumer Helpline 
    Centre for Consumer Studies , Indian Institute of Public Administration
    Toll Free No. : 1800-11-4000

    or SMS your name & city & send to +918130009809
    ( Monday to Saturday  9.30AM to 5.30PM)  

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