NCH
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IIPA
 

Consumer Velocity @ NCH
(Toll Free No.: 14404, 1800-11-4000)


 
       1st-15th  
Aug 2017               The fortnightly e-newsletter of the National Consumer Helpline
 
Inside the issue

 

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Snapshot of activities

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CPGRAMS Complaints

 

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Consumer Kaleidoscope
   
Events Gallery

Shri Avinash K. Srivastava Secretary (Deptt of Consumer Affairs Food & Public Distribution) Visited NCH on 7th August 2017.

 

 

Contact

To seek information, advice and guidance on consumer problems

Contact
National Consumer Helpline

Toll Free Number

1800-11-4000

Short Code

14404

(All Working days)
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
• Ms. Sunita Manik

Sector Expert:
• Mr. Prabhat Kumar
• Ms. Payal Choudhry
• Dr. Mamta Prajapati
• Mr. JN Prajapati

Designing & Development:
• Mr. Ashish Kumar Gaur

 
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Editorial Team




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CONSUMER VELOCITY @ NCH.

The National Consumer Helpline (NCH) is a project of the Dept. of Consumer Affairs, GOI and operates under the umbrella of the Centre for Consumer Studies, Indian Institute of Public Administration. The web portal www.consumerhelpline.gov.in developed by NIC is the platform to record and handle complaints received at NCH. In addition, ‘Consumer App’ launched by the Dept. of Consumer Affairs can be downloaded from Google Play to register complaints. The web chat facility is also available for consumers for any enquiry that they may have.

NCH does the following:

Information & guidance:NCH advises, guides and handholds the aggrieved consumer and makes efforts to get his complaint resolved. It provides a platform to escalate complaints to companies for redress and resolution.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 275 companies as convergence partners. Convergence companies have got login credentials to redress consumer complaints on the portal itself.

Data Analytics:Analysis of data helps in knowing trends - sector wise, time scale wise and the different patterns that emerge from analyzing and stratification of the data collated.

Advocacy: Based on the analysis done, specific type of complaints affecting a large number of consumers is highlighted to the organization and to the Department of Consumer Affairs, and the information is shared with consumers at various platforms.

EVENT GALLERY:  

Shri Avinash K. Srivastava Secretary (Deptt of Consumer Affairs Food & Public Distribution) Visited NCH on 7th August 2017.

Sh. Avinash K. Srivastava Secretary Dept of Consumer Affairs, Govt. of India visited NCH on 7th August 2017 to get a first hand feel of the activities carried out by NCH and the role it plays in resolving consumer grievances. The Project Manager Ms .Deepika Sur gave a presentation on the functioning of NCH. Secretary took keen interest in the NCH activities. He heard a few calls of complainants to whom the counselors were responding to, as well as observed the queries coming on the web chat facility. He enquired about how complaints were drafted that were being e-mailed to non convergence companies, and also had a look at the various reports generated at the dialer end of the IT infrastructure at NCH.

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Afghanistan delegates visit NCH on 10th August 2017.

Participants of the One-week training programme at IIPA on “Development of Policy & Policy Analysis for officals of Ministry of Finance of the Islamic Republic of Afghanistan visited NCH to understand the National Consumer Helpline and its working.

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Department of Public Enterprises, Ministry of Heavy Industries & Public Enterprises Officials visited NCH on 10th August 2017.

Participants in the training programme at IIPA on “ Leadership and Enablers for achieving Business Excellence” of the Department of Public Enterprises, Ministry of Heavy Industries & Public Enterprises visited National Consumer Helpline for an overview of NCH operations.

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SNAPSHOT  
Complaints Registered

From 1st- 15 th August 2017, National Consumer helpline registered 17,668 dockets. Out of 17,668 complaints, 11,289 complaints were handled at Toll free numbers ,1065 calls were made to SMS received, 5457 complaints were registered on the Website, and 130 complaints were reported through ‘Consumer App’.On the web chat facility, 2222 users queries were handled.

State-wise Dockets Registered: 

The numbers of calls received from top ten states in descending order are Maharashtra, Uttar Pradesh, Delhi, West Bengal ,Gujarat, Rajasthan, , Karnataka,Haryana, Madhya Pradesh, Bihar.

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

The top five sectors for which complaints received were e-Commerce, Telecom, Consumer Electronics, Banking and Consumer Durables
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievances at the prelitigation level itself, by having an alternate redressal mechanism . Currently over 275 brands are listed under the ‘convergence’ programme. All companies have partnered with NCH voluntarily.

A wide spectrum of companies in sectors ranging from consumer electronics and durables to services such as Banking, Insurance, Electricity, Telecom to diversified sectors such as Automobiles, Courier, Tours & Holidays are all ‘convergence’ partners of NCH. Complaints received are accessed by the nodal person (SPOC) of the company who is also responsible for uploading the responses. 7218 complaints were registered for convergence companies and 3107 responses were received from them in the month. Resolution provided by them could be partial, complete or educative.


• For the week 1st – 8th August 2017: Consumer Electronics

Consumer Electronics is the sector for which third highest count of calls are received. Complaints relate to delay in providing services from service centers for repaired products, unavailability of spare parts, servicing issues for electronic products purchased online, service centres not contactable , authorized service centers not available , service centers charging for repairs although product is under warranty. In the emerging complaints category(19%) consumers have complained that not able to contact customer care, not able to repair accessories, repairing issues from local service centers, physical damage complaints , replaced electronic product not working , damaged product from company , service centers not giving bill or job sheet. 1% are enquiries related to customer care contact details , servicing of electronic products which are out of warranty, and guidance on same problem persisting after repairs.


• Call Trends for the week 9th -15th August 2017 : Higher Education
In the higher education sector, approximately 17% complaints relate to non/ partial refund of fees, colleges/institutes not providing promised services , amount getting debited from account but college not receiving the required amount , college not refunding the full amount even if admission is cancelled before starting the academic session , not getting refund from hostel authorities , colleges not following UGC refund rules , not refunding fee on cancellation of the course . The emerging complaints account for 42% in which consumers have complained that colleges/institutes are not providing degree or certificates on completion of course ,demanding extra charges for providing final degree or other certificates, institutes are not registered with the mentioned university, not conducting exams , not returning original documents on completion of course. 4% consumers have enquired about college not giving scholarship , not getting admit card or about the affiliation of colleges or courses .

NCH also responds to complaints forwarded by the Department of Consumer Affairs received on www.pgportal.gov.in. This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances. From 1st August-15 th August 2017 , NCH has received 288 complaints and has redressed 85


CONSUMER KALEIDOSCOPE

(Recent announcements in Consumer Interest)


  • Enforcement of orders of the District Forum /State Commission /National Commission

  • Where an interim order is not complied with, the District Forum or the State Commission or the National Commission, as the case may be, may order the property of the person, not complying with such order to be attached. However, no attachment shall remain in force for more than three months at the end of which, if the non-compliance continues, the property attached may be sold and out of the proceeds thereof, the District Forum or the State Commission or the National Commission may award such damages as it thinks fit to the complainant and shall pay the balance, if any, to the party entitled there to.

    But where a complaint instituted before the District Forum, the State Commission or the National Commission is found to be frivolous or vexatious, it shall, for reasons to be recorded in writing, dismiss the complaint and impose fine not exceeding Rs 10000/-. Where a trader or a person against whom a complaint is made or the complainant fails to comply with any order made by the District Forum, the State Commission or the National Commission, such trader or person or complainant shall be punishable with imprisonment for not less than one month but may extend to 3 years, or fine of not less than Rs 2000/- but may extend to Rs 10000/-or both.

    Appeal against above said orders, shall lie within 30 days of the date of order, from the order made by the District Forum to the State Commission ;the order made by the State Commission to the National Commission; and the order made by the National Commission to the Supreme Court. No appeal shall lie to any court from any order of a District Forum or a State Commission or the National Commission. An appeal after the expiry of the said period of 30 days may be entertained if the Fora is satisfied that the appellant had sufficient cause for not preferring the appeal within the period of 30 days.


  • Updates for the consumers on the packaged commodities.
  • The Legal Metrology dept. under the Department of Consumer Affairs, Government of India establishes and enforces standards of weights and measures, regulates trade and commerce in weights, measures, pre-packaged commodities and goods which are sold or distributed by weight, measure or number, with the objective of ensuring public guarantee from the point of view of security and accuracy of weighment and measurement.

    The mandatory declarations on any packaged commodity are as follows:

    1. Name and Address of the Manufacturer/Packer/Importer
    2. Common/Generic name of the commodity,
    3. Net quantity/ number of the commodity in metric unit,
    4. Month / year of manufacture of pre-packed or import
    5. Maximum retail sale price (inclusive of all of taxes) of the package,
    6. Consumer care details

    The buyer of a packaged commodity must ensure that:
    • The package is not damaged in any way and should be sealed.
    • There should be no alteration or re-fixing of stickers on MRP & Net quantity by retailers.
    • The date should be scrutinized properly, especially for food products, cosmetics, drugs and medicines
    • Not charging of more than MRP

    In case a consumer wants to complain for any packaged product which does not conform to the above declaration, one may contact and complain to the Inspector Legal Metrology/ District / State / Union Territory with the following details.

    • Complete address of the shop, phone number from where commodity purchased.
    • Name of commodity, brand, quantity and MRP (inclusive all taxes) declared on the package.
    • Bill / cash memo given by the shopkeeper ( snapshot/picture).
    • If shopkeeper refuses to give cash memo/bill and his name & address of the shop, the photograph of shop and product purchased.

     

    National Consumer Helpline 
    Centre for Consumer Studies , Indian Institute of Public Administration
    Toll Free :
    14404 , 1800-11-4000 (All days -09.30 AM to 05.30 PM )
    SMS can also be sent to +918130009809 (charges apply) mentioning the name and city .
    Website: www.nationalconsumerhelpline.in
    You can also register your complaint on mobile application "Consumer App" of Department of Consumer Affairs and website www.consumerhelpline.gov.in

    Published by : National Consumer Helpline : www.nationalconsumerhelpline.in
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