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

Issue No:12/IIPA   
December 2015
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Undergraduate Students of Kamala Nehru College visited NCH on 15 Dec. 2015 .



To seek information, advice and guidance on consumer problems

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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 Twelfth 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.


Undergraduate Students of Kamala Nehru College visited NCH on 15 Dec. 2015 as part of Delhi University Innovative Research Project ‘Consumer Evaluation of Financial Services in India’ for the period 2015-16 to understand the role of NCH in consumer empowerment specially in complaints and queries related to BFSI sector.

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  • In December 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 12553 out of which 9624 calls were handled at the Toll free number and 2929 complaints were reported on the NCH - Online Complaint Management System.

  • The NCH Website has been non functional for most of the days in the month of December 2015 which affected complaints registered at website and resolution received as part of Online complaint management system. Complaints registered on the website for various products and services were 2929. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself as well as by Outbound calls.

  • Consumer Detriment :In December 2015, Consumer detriment has been computed at Rs. 25, 00, 89, 873 for 4783 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 3294. Responses to 2880 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 2986.

  • Dipstick Feedback on responses from Convergence Companies:A quick survey randomly done with complainants who have received a resolution from the Convergence Company and are satisfied averages 85%. This is steadily increasing month on month.
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  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.15 out of 5. The score reflects well on the services provided.
Geographical Distribution: 
The numbers of calls received from top five states in descending order are Delhi,, Uttar Pradesh, Maharashtra, West Bengal and Rajasthan.

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Major Sectors: 
The top five sectors for which calls were received are – Consumer Durables, E-Commerce, Telecom, Banking and Insurance.
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Consumer Detriment:
The top five sectors, which account for the estimated consumer detriment, are in descending Order – Real Estate, Automobiles, Legal, Consumer Durables, and Banking. Estimated Consumer Detriment totaled Rs. 25, 00 ,89, 873. The other sectors estimated are: Legal, e-Commerce, Insurance (Life, General, Health, Motor), Medical Negligence, Banking, Education, Travel & Tours, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, 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 124 responses recieved, Consumer satisfaction averages 4.15 out of 5 for the month of December 2015, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

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 a nodal person (SPOC) at each company is responsible for uploading the responses. Responses received were for 28805 complaints. Feedbacks of 106 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 85% resolution of satisfied complainants. 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 go to the consumer forum, he is guided to do so by NCH. The resolution sector wise is as follows;-

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

A Short Report on the celebration of ‘ National Consumer Day’ with a slogan ’Swach Bharat Swasth Bharat’.’

It was a different consumer day compared to earlier years celebrated at Vigyan Bhawan on 22nd of December 2015, with the focus on health and safety of food emerging into basic question of “swachata”.The past year was full of events with issues of safety, food and health. Seminar started with a note from Secretary, Consumer affairs Shri Vishvanathan announcing 90% disposal of consumer cases and observed presence of a very strong consumer movement in the country. BIS bill passes and Consumer Protection bill already tabled in Lok Sabha pending with Standing Committee and expecting soon light of the day.

Deliberation by Shri Ashish Bahuguna Secretary, FSSAI was unique of its style and wished that people must understand the difference between safety and healthy. Healthy food is the choice of public which cannot be imposed. If someone wants to eat street food under un hygienic conditions, there cannot be any ban on it. But compromising safety norms is an issue concerning State .As far as matter comes under the preview of state, healthy food can be made a first choice. Food to the children in the schools must adhere to the norms of healthy food and junk food can be restricted not by choice but by directions.

On the point of safe food, the general public at large is allured by the dazzling advertisements and are tempted to buy without checking the label and contents of the packed food and hardly cares whether it is consumable or not. One more very valid point discussed was that even if one looks at the contents of the food ,every one cannot understand how much quantity of the contents is safe for human consumption .Public needs to be educated about it is the duty of the state /authority to fix the parameter as to what falls under the permissible range . Maggi matter was the glaring example of the last year’s events. Shri Ashish Bahuguna also expressed the need to change the law on this point as it cannot be expected that everyone understands the quantum and quality parameters suitable to their health. By stating “how much” will no more serve the purpose?

Another important question discussed in detail were the words used -“best before” and “date of expiry”. Date of expiry gives a message that food is not safe after expiry date. But it is not clear what would be the health hazard due to chemicals in the food if used after ‘best before’ date. Hence this also needs to be changed and made specific. But above all, consumers have to play a bigger role to make India a Swatch Bharat by choosing ‘Swatch Bhojan’ and hygienic place for eating. Authority is making norms for vendors also to make ‘Swatch Bharat’& Swasth Bharat a successful move in the area of food also.

Further, the authorities have now taken up with food industries and academicians for implementing safety and health norms in food manufacturing and consumption, which is a very innovative move of the time.

Now comes the comments from the judicial desk - Justice D. K. Jain, President, National Consumer Dispute Redressal Commission and retired judge of Supreme Court of India, referred to article. 47 of our Constitution and considered the issue as constitutional question concerning standard of living and importance of health of the citizens of India and the issue falls under Directive Principals of State Policy. Food safety Act does not provide sufficient provisions for punishment and there gross violation of food safety and health during festival time. This remains a news item every year without any improvement in practice. Misleading ads are permanent features because there is no strong body for implementation of even the court orders. Order is complied as far as payment to the aggrieved consumer is concerned, rest of the part of direction to the defaulter for not printing the ads again is neither pressed by the consumer nor does the Consumer Act gives power to the forum/commission unless execution petition is filed for the same. ‘Conditions apply is the most misguiding phrase used by the industries for promotion of their product.

The Hon'ble Minister for Consumer Affairs Shri Ramvilas Paswan highlighted strange thing about India - he said that no one can think of food without adulteration whereas all over the world, no one can think of adulteration in food. It is strange but true that this is where we have to start with. Consumer Day is to be made a consumer movement. Coming back to our cultural heritage, our Vedas talk of both – ‘Poushtik Bhojan’ and ‘Svadisht Bhojan’. Ours is a country which is enriched with one full Veda on Ayurvedic Medicines, health and methods of removing illness through natural resources. This also emphasizes on healthy food, methods, style & time of eating specifying how, when and what food should be eaten. The Hon’ble Minister said that it is the womenfolk of the country to now come ahead in the front and take up the duty to improve quality of food.

This is a great point .We must not forget that consumer movement in India was first started by ladies in Mumbai who raised their voice against poor quality of products. Now the focus should be on quality of food that is sold and supplied in the market place. We must not forget the contribution of some of the NGO’S who have been delivering test reports of various products sold in the market and are awakening consumers to the quality and comparative study of products available to them. Swasth Bharat and Swatch Bharat was the slogan of the day.


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
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