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

Issue No:8/IIPA   
August 2015
Inside the issue


  • Call Statistics
  • Convergence&feedback
  • C S Index
  • Words of appreciation


    Consumer Kaleidoscope
    Recent announcements for consumers
    Events Gallery

    Glimpses of activities at National Consumer Helpline .



    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) .


    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 Eighth issue of Year 2015.

    National Consumer Helpline : a project of the Department of Consumer Affairs, Govt. of India, operates from the Indian Institute of Public Administration (IIPA), as part of the Center for Consumer studies (CCS). CCS acts as a ‘think tank’ and knowledge partner of the Department of Consumer Affairs for research and policy related issues on consumer protection and consumer welfare. The Centre keeps abreast of the long- term policies to position itself as a major contributor to the identification of issues and priorities as well as solutions to ensure better protection of consumers.

    Glimpses of activities at National Consumer Helpline

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    National Consumer Helpline participated in the Independence Day Celebration with theatrical performance of Play ‘Jago Grahak Jago’ at IIPA Auditorium on 14th August 2015 to make the Community aware about Consumer Rights, empowerment and protection. The play was widely appreciated by the audience.

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    Participants of the 9th Training Programme for coordinators and advisors of state consumer helplines & Grahak Suvidha Kendra (GSK) held during 25th to 28th August 201 had visited NCH to get a feel of the NCH operation. Nine Counsellors of NCH had also attended the programme. at IIPA .

    • In August 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 12725 out of which 5931 calls were handled at the Toll free number and 6794 complaints were reported on the NCH - Online Complaint Management System.

    • The NCH Website has registered a record total hit count of 5, 75, 791 in August. This is the highest number of visits that we have had in any month. There were 53,868 'unique' visitors to the website, and on an average, each visitor spent around 6.12 minutes. Complaints registered on the website for various products and services were 6794. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself.

    • Consumer Detriment : In August 2015, Consumer detriment has been computed at Rs. 16, 99, 50, 942 for 3107 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. Responses to 4035 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 4094.

    • Dipstick Feedback on responses from Convergence Companies: : A quick survey randomly done with complainants who have received a resolution from the Convergence Company averages 61%.
    • .
    • Counselling Satisfaction Index: The feedback scores of the counseling services provided by NCH is 3.73.out of 5,where 5 stands for very satisfied and 1 stands for extremely dissatisfied.
    Geographical Distribution: 
    The numbers of calls received from top five states in descending order are Delhi, Uttar Pradesh, Maharashtra, West Bengal and Haryana.

    image loading for Percentage of calls State wise...

    Major Sectors: 
    The top five sectors for which calls were received are – Consumer Durables, Telecom, E-Commerce, Banking and DTH/Cable.
    image loading for Percentage of calls Sector wise...
    Consumer Detriment:
    The top five sectors, which account for higher value of estimated consumer detriment are in descending Order – Real Estate, Automobiles, Consumer Durables, Banking and e-commerce. Consumer Detriment totaled Rs.16,99,50,942. The other sectors estimated are: Insurance (Life, General, Health), Medical Negligence, Education, Travel & Tours, Legal, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, Drugs & Cosmetics and Food safety.
    image loading for Consumer Detriment...

    Besides consumer awareness, NCH also works towards 'making Corporate 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 uploaded on the website and nodal person (SPOC) at each company is responsible for uploading the responses. Responses received were for 4035 complaints. Feedbacks of 59 complaints, not part of ‘convergence’, were received directly from the complainants.

    Evaluation of Responses from Convergence Companies

    The dipstick feedback, which has now been implemented for more than a year, has yielded an average of 61% resolution. A dipstick feedback is a quick survey, which gives a general feel rather than statistical probabilities. At NCH we randomly call up complainants whose problem has been responded to by the Convergence companies to ascertain whether the feedback given by the company on the complaint is corroborated by the complainant and the complainant is satisfied. In case he still wants to move to the consumer forum, he is guided to do so by NCH. The resolution sector wise is as follows;-

    image  ...

    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, Consumer satisfaction averages 3.73 out of 5 for the month of August 2015, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

    Words of appreciation
    (reproduced as received)
    image loading for Words of appreciation ...
    (Recent announcements in Consumer Interest)

  • Loss of Luggage in running train in Deficiency in Service says NCDRC

  • Here is a case before us decided by National Consumer Dispute Redressal Commission in the matter of Union Of India V/S Ajay Kumar Agrawal wherein compensation for an amount of Rs 25000/- was awarded to the complainant-1 and also Rs 15000/- to complainant-2 ,and cost of Rs 5000/- was also given. Numbers of issues were raised in the case.

    1) Question of jurisdiction of the consumer court when Railway Claims Tribunals are there to function in railway matters.

    2) In accordance with Rule 506.2 of Indian Railway Conference Association (IRCA) No. 24, No. 216, the passenger is to take care of his own Luggage and articles carried out by him which are in his possession and only his responsible. It is also stated that under Rule 1301(I)(IV) of IPCA No. 24, the passenger is supposed to declare before the starting station and get any valuable articles insured by paying the necessary charges for the railway administration taking extra precautions.

    Both the above issues were taken up and discussed in number of earlier decided cases wherein same issues were taken up by the National Commission. Union Of India (Uoi) And Ors. vs Sanjiv Dilsukhrai Dave And Anr. on 23 October, 2002, is an important case decided by the bench comprising J. D Wadhwa, R Rao, B Taimni

    The present case has been decided on the same lines following the law laid down in the above case.

    As regards the issue of negligence of the railway administration, vide circular dated 11.9.1998,Govt. of India ,Ministry of Railway published some of the important duties . a list of duties prescribed by railway administration "TTE for Sleeper Coaches" is brought on record. Of these, duties prescribed at Sl. No. 4, 14, 16 and 17 are very relevant. These read as follows:

    He shall check the tickets of the passengers in the coach, guide them to their berth/seats and prevent unauthorized persons from the coach.

    He shall ensure that the doors of the coach are kept latched when the train is on the move and open them up for passengers as and when required.

    He shall ensure that the end doors of vestibuled trains are kept locked between 22.00 and 6.00 hrs. to prevent outsiders entering the coach.

    He shall remain vigilant particularly during night time and ensure that intruders, beggars, hawkers and unauthorized persons do not enter the coach".

    The above duties clearly show that there is a responsibility cast on the TTE attached to the second class sleeper coach to be very vigilant about anyone other than the reserved ticket holders entering the compartment. As regard to Sections 13 and 15 of the Railway Claims Tribunal Act, 1987, these provisions did not take away the jurisdiction of the consumer courts to decide the question of deficiency of service. It provides an additional remedy to a consumer".

    In the case before us, suitcase had been taken away and stolen which is reasonably possible when entrance door of the coach having not been latched when the train was on the move. The intruder came when the train was on the move in the night and this has not been seriously challenged. Admittedly, the TTE has failed in the performance of his duties which lead to the incident of theft.

  • Government announced ‘one time opportunity’ to claim education loan subsidy for 2009-13.

  • The Education Loan Borrower or the Financing Bank-Branch has been given “One Time Opportunity “ to claim left out Education Loan Interest Subsidy for the period 2009-13. The Financing Bank-branch has to claim from Nodal Bank i.e Canara Bank, on or before 5th October’15. It is under Government of India, Ministry of HRD “Educational Loan Interest Subsidy Scheme from 2009-10”

    Key Eligibility Conditions are

    • Economically weaker section students whose parental income is less than Rs.4.50 lakhs, pursuing professional and technical courses in India are eligible for 100% interest subsidy during the moratorium period, when they avail education loan under IBA model scheme.

    • Moratorium period is the study period plus one year or six months after getting employment whichever is earlier.

    For details, please refer the following link.


    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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