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

Aug 2017               The fortnightly e-newsletter of the National Consumer Helpline
Inside the issue



Snapshot of activities


CPGRAMS Complaints



Consumer Kaleidoscope
Events Gallery

Senior Executive of Public sector enterprises who participated in the 6th Advance Leadership Programme at IIPA, visited NCH on 28th Aug 2017.




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

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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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 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 cha t 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 289 companies as convergence partners. Convergence companies have got login credentials to redress consumer complaints on the portal itself.

Big 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.

Research & 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.


Senior Executive of Public sector enterprises who participated in the 6th Advance Leadership Programme at IIPA, visited NCH on 28th Aug 2017

Leadership Programme titled “ Leadership for business Excellence in the Global Economy ”For Senior Executives of Public Sector enterprises, Offi6th Advancedcials from various organizations , visited NCH on 29/8/2017 to understand the National Consumer Helpline and its working.

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Dockets Registered

From 16th-31st August 2017, National Consumer Helpline registered 21,921 dockets. Out of 21,921 complaints, 14,350 complaints were handled at the Toll free numbers ,1266 calls were made to SMS received, 6330 complaints were registered on the Website, and 183 complaints were reported through ‘Consumer App’.On the web chat facility, 2910 users queries were handled.

State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

The top ten sectors for which complaints received were E-Commerce, Telecom, Consumer Electronics Products, 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 289 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. 9293 complaints were registered for convergence companies and 2466 responses were received from them . Resolution provided by them could be partial, complete or educative. The Website has registered a hit count of 1,08,682 from16th -31st August 2017.

• For the week 16th – 23rd August 2017: Banking

In the Banking sector most of the complaints were related to unsatisfactorily redressal by banks ; ATM transactions , transferring of bank account from one branch to another , clearance of cheques , banks giving insurance policies without consumer consent , not getting claim on crop insurance , accounts getting blocked without intimating consumers , chargeback issues on credit card payments etc. In the emerging complaints segment approximately 41% complaints were that banks not accepting 1,2 Rs coins ,merchants are charging surcharge on debit card payments , fraudulent calls to get bank details , closure charges on loan , charges on credit card services inspite offering free service. General enquiries are about nodal officer details of the banks , charges on maintaining minimum balance in the account , charges applicable for opening new bank account ,banks refusing to open bank account.

• For the week 24th – 31 st August 2017: Govt Identity Services
In the Govt. identity services sector maximum complaints received relate to PAN card , Employee Provident fund and Aadhaar Card . For PAN card consumers have complained about non delivery of PAN card , enquired about PAN and non issuing of PAN card. Consumers have complained that they have applied online for making/updation of PAN card,the amount got deducted but they did not get required services , linking of Adhaar card with PAN , same PAN is allotted to two different persons due to which CIBIL score getting affected , documents submitted offline for updation of PAN but PAN card information did not get updated.For the EPF sector 58% consumers have complained that applied for PF but did not get PF amount , enquired about PF services .Consumers have applied for PF but not getting PF amount , enquired about UAN , applied for transfer of PF but amount is not getting transferred.For the Adhaar Card services 67% consumers have enquired about Adhaar services , applied for Adhaar card but did not get it ,consumers have applied for online enrollment/ updation of Adhaar card but did not get updated , outside agencies are charging extra for making of Adhaar card , mismatch in finger prints while enrolling for Adhaar card.

NCH also responds to 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. From 16 th -31st August 2017 , NCH has received 355 complaints and has redressed 115

(Recent announcements in Consumer Interest)

  • Consumer friendly New NEFT Timings Effective from 10th July 2017

  • To make NEFT {National Electronic Fund Transfer } more customer friendly, RBI announced that from 10th July 2017, the settlement will be on half hourly basis.
    The half hourly settlements would speed up the fund’s transfer process and provide faster credit to the destination accounts. Now the new NEFT Timings will be as below:
    Additional settlements in the NEFT system at half-hour intervals are being introduced to enhance the efficiency of the system and add to customer convenience.

    image loading for Percentage of calls Sector wise...

  • How to check for plastic rice, sugar and egg.
  • Consumer portal is receiving complaints regarding plastic rice, plastic sugar and plastic eggs. It is ignorance giving way to such complaints. Food experts, scientists and FSSAI had ruled out the occurrence of plastic rice, plastic sugar and plastic eggs (The Hindu Business line, July 18, 2017; Hindustan Times, Delhi, June 14, 2017; The Hindu, Coimbatore, April 19, 2017). Practically such products do not exist in Indian market.


      Though lots of rumors were in the air for the occurrence of plastic rice, its existence in India is not been proved. The eye catching phenomenon of rice balls bouncing like rubber balls triggered the whole issue. Purity and origin of rice could easily be checked. Rice is mainly composed of starch. The starch of rice consists of amylose and amylopectin. Rice when cooked swells up.

      • Density
      Normally plastic is lighter than raw rice. So, plastic if present in rice will float when dropped in water.

      • Inflammability
      Plastic is more inflammable than raw rice. On burning plastic rice will burn with a more sooty flame with plastic burning smell. Original rice on burning will go through the process of charring leaving a black residue with burning smell of rice.

      • Frying in hot oil
      Raw rice when dropped in hot oil at 200°C approximately will show some type of puffing process. Plastic rice will melt showing distortion in shape when put in hot oil.

      • Boiling
      Raw rice when cooked in boiling water will swell and soften up. Plastic rice when dropped in boiling water will melt showing distortion in shape when put in boiling water.


      • Solubility in water
      Sugar when mixed in water dissolves leaving behind no residue. In case sugar is adulterated with plastic, insoluble plastic part will be left behind as residue.

      • Inflammability
      Plastic is more inflammable than sugar. Plastic burns with a more sooty flame and plastic smell. Original sugar on burning will go through the process of charring leaving a black residue with burning sweet smell of sugar.


      Plastic eggs have created an alarm in the market. But the reality lies in the fact that due to improper storage and handling patterns stale eggs are being sold in the market. The main component of egg is protein which shows chemical changes if stored at higher temperatures. Such eggs when cooked lead to a plastic texture creating an illusion of plastic eggs. Innovative and complex technology would be required to produce plastic eggs. It is also not cost effective.

      In any of the foods discussed above, plastic if added through any technology used will make it costlier. So possibility of plastic rice, plastic sugar and plastic eggs is completely ruled out in the present scenario.


    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

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