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

     Aug 2018  
                          The monthly e-newsletter from the National Consumer Helpline
Inside the issue



Snapshot of activities


CPGRAMS Complaints


Goods & Service Tax



Consumer Kaleidoscope
Events Gallery

34th Parliamentary Internship Programme for foreign Parliamentary officials




To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free Numbers

14404, 1800-11-4000

(All Working days)
09.30 AM to 05.30 PM
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

Designing & Development:
• Mr. Ashish Kumar Gaur

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The National Consumer Helpline (NCH) is the project of the Department of Consumer Affairs, Govt. of India and operates under the Centre for Consumer Studies, Indian Institute of Public Administration New Delhi. The web portal is the platform to record and handle complaints received at NCH. either through phone, directly on website,Consumer App, letter etc. The web chat facility is also available for consumers for any query that they may have.

NCH does the following:

Information & guidance: NCH counsels, guides and supports aggrieved consumers in getting their complaints resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 453 companies as convergence partners. Convergence partners are across the spectrum of sectors like Banking, e-commerce, telecom, consumer electronics, higher education etc.

Big Data Analytics: Analysis of data helps in knowing trends - sector wise, time 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 organizations. Also, advocacies are brought out to sensitize Regulators and Departments on various pain points of consumers.


102 Orientation Training Programme for the Presidents and Members of the Uttar Pradesh & Bihar Districts Consumer Forums:

Participants visited National Consumer Helpline on 8th August 2018 to understand and experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

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34th Parliamentary Internship Programme for foreign Parliamentary officials :

Participants visited National Consumer Helpline on 23rd August 2018 to know about National Consumer Helpline and its working.

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Data for the Period 1st-30th June 2018

  • The Website registered a hit count of 1,16, 271 during the month.

  • In the month of August 2018, National Consumer Helpline registered 44,756 dockets on the portal - Out of the 44,756 dockets, 29,224 dockets were handled at Toll free number, 2095 calls were made to SMS received, and 12,945 dockets were registered on the Website. 87 complaints were reported through “Consumer App”. On the web chat facility, 1308 user’s queries were handled. On an average 54.5 users enquire at NCH per day through web chat.
State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the complaints are received from sector of E-commerce, Banking, Telecom , Electronics Products , Consumer Durables and Agency services.
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Companies responsible’ in resolving consumer grievances at the pre-litigation level itself, by the ‘Alternate Dispute Redressal Mechanism. Currently over 453 companies/ organizations are listed under the ‘convergence’ programme. All organisation 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 & Travels 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. 18,314 complaints were registered for convergence companies.

NCH tries to resolve complaints forwarded by the Department of Consumer Affairs received on This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances. In August 2018, NCH received 512 complaints during this time period.

(Recent announcements in Consumer Interest)

  • Packed Milk and Dairy Products

  • Milk and dairy products are an important items the in our daily diet. Dairy products are best source of protein and calcium for children as well as adults. The importance of dairy products lies in the fact that these are easily digestible, assimilable and provided balanced nutrition to the body. Consumers must keep in mind some key points while buying, storing and consuming dairy products.

    Milk, Lassi, Butter milk (Chaach) are perishable products and bear “USE BY DATE” only. No manufacturing or packing date is required as per Packaging and labeling Regulations, 2011. Always check the use by date before buying,and use it with in that period .

    All other dairy products bear manufacturing or packing date with a shelf life mentioned in the given format.

    Packed Milk comes under three basic categories - a) Full cream milk b) Standardized Milk c) Toned/Double toned Milk. Full cream and Standardized Milk are full of nutrition can be used for making curd and other sweet dishes like Kheer. Toned and Double toned milk must be consumed by the person who requires low fat content in their daily diet. Such type of milk is not good for curd or Khoa making . Curd made from toned /double toned milk easily turns sour. .Also incolutation of fresh milk from a packaged curd is not advised as it produces loosely set curd.

    It is observed Fat in milk separates out due to difference in densities of fat and plasma in milk at refrigeration temperatures causing a creamy layer to build up on the surface of milk in the polypack. This could create clear separation of fat in boiled milk in the form of ghee droplets. So milk must be thoroughly mixed in the pack only before pouring in to the vessel to dissolve the creamy layer into milk again.

    Packed Milk must never be stored at freezing temperatures. Low freezing temperatures cause molecular injury in the stable emulsion of milk. At lower temperatures casein particles are disrupted producing a precipitate called cryo- casein.

    Packed Fresh Paneer has a shelf life of 15 days when stored under refrigeration below 8°C. It means that it should be stored in the chill tray in refrigerator and not on the shelves meant for storing cooked food as the temperature in this compartment may reach slightly above 8°C. This may spoil the fresh paneer. However frozen paneer is also available in the form of cubes must be always stored in freezer at or below 0°C

    Cheese and butter must always be stored under refrigeration whether on the market shelves or at home. Refrigeration of cheese must be done as soon as possible to avoid unwanted condensation of moisture on cheese. This could lead to fungal growth causing spoilage in the product. The same rule is applicable for other products like curd, yogurt, probiotic dairy products like Nutrifit from Mother Dairy.

    In case of any discrepancies found consumer can place a complaint as follows :

    Tier I: Nodal Officer / Customer care of the company

    Tier II: Commissioner of Food Safety of the State / Union Territory

    Tier III: Central Food Authority, FSSAI

    Compiled By: Dr. Mamta Prajapati,(Food) Sector Expert

  • Bullion Weight & Beam Scale

  • Bullion weights and beam scales are used for weighing of precious articles like jewelry dry fruits etc.

    Mandatory specification & declarations to be observed on the weights & beam scale –

    Name of Manufacturer, trade name, Class & Max. Capacity on the beam of the Balance.

    Year, Quarter (A/B/C/D) & code of inspector and its 2 years validity for balance / bullion weights.

    Precious Goods are not to be purchased by old iron weights, Stone pieces or non-standard weights.

    Whether lead is not replaced by another light material to reduce the weight by the trader.

    Depth of loading hole should not be increased in the lower side of the weights .material of weight is not cut or rubbed in its lower side to reduce it.

    The beam scale is well equipoise at no load on the pans & pointer should be straight & vertical.

    The Rectangular bullion standard mark on the upper surface of brass weight having round shape.

    Denomination of bullion weights in SI Unit (“kg” or “g”) -- English and Hindi both in upper side.

    Loading hole is necessary for sealing and stamping purpose, in the lower side of bullion weights for its adjustment / correction of its accuracy

    Beam scale (Class-A) with sharp pointer & fine knife edges is mandatory for use of bullion weights. There should be no magnetic material attached in the below the pans of beam scale. The arms of the beam scale are equal and its knife edges are not disturbed

    If there is any violation with respect to the declarations for any malpractices by retailers, the Consumer may complain to :--

    Tier I: The Legal Metrology Officer/CLM of State/UTs along with

    Complete address of the shop, phone no. and E-mail, Name of commodity, Brand, Quantity and MRP (inclusive all taxes), & Bill / cash memo given by the traders ..If trader refuses to give above information, photographs of shop and product purchased may also be provided / uploaded with documents if required.

    Tier II: District Forum, State Commission or National Commission

    Compiled by Mr. J. N. Prajapati, Sector Expert: Legal Metrology


    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 .
    You can also register your complaint on mobile application "Consumer App" of Department of Consumer Affairs and website

    Published by : National Consumer Helpline :
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