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

     Dec 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

Workshop On Mediation and Consumer Grievance Redressal:




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 grievance 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 grievances resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 484 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 grievance 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.


Climate Change and Governance (Sponsored by ITEC,MEA,GOI):

Participants of the training programme visited National Consumer Helpline on 3rd December 2018 to experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

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Workshop On Mediation and Consumer Grievance Redressal:

Participants visited National Consumer Helpline on 7th December 2018 to understand the whole mechanism of handling various types of grievances received and the appropriate redress mechanism.

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3rdTraining Programme for Coordinators and Counsellors of Zonal Consumer Helpline on Consumer Protection and Consumer Welfare (10th December -14th December 2018):

To enhance the knowledge in field of consumer education and serve consumers in a more professional and resourceful manner the 3rd training programme was organized for the 27 Coordinators and Counselors of 6 Zonal Consumer Helplines from Ahmedabad, Bangaluru ,Patna, Jaipur ,Kolkatta and Guwahati under the sponsorship of Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution, Government of India. In the training Programme sessions on E -Commerce, Consumer Durable & Electronics, RTI, Railways ,Airlines, Direct Selling ,Insurance ,Banking alongwith practical call handling were covered.

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103 Orientation Training Programme for the Presidents and Members of the Madhya Pradesh & Chattisgarh Districts Consumer Forums:

Participants visited National Consumer Helpline on 20th December 2018 to experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

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Data for the Period 1st-30th December 2018

  • In the month of December 2018, National Consumer Helpline registered 48,443 dockets on the portal - Out of the 48,443 dockets, 32,395 dockets were handled at Toll free number, 1893 calls were made to SMS received, and 11,484 dockets were registered on the Website. 20 grievances were reported through “Consumer App”. On the web chat facility, 921 user’s queries were handled. 2338 grievance dockets have been registered on the UMANG App till the end of the month.
State-wise Dockets Registered: 

The number 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: 

Majority of the grievances are received from sector of E-commerce, Telecom Banking, 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 476 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. Grievances received are accessed by the nodal person of the company who is also responsible for uploading the responses. 20,382 grievances were registered for convergence companies.

NCH tries to resolve grievances 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 December 2018, NCH received 422 grievances during this period.

(Recent announcements in Consumer Interest)

  • Precautionary measures to avoid ATM fraud

  • The cardinal rule of withdrawing cash from an ATM:

  • Please ensure no one else is inside the ATM booth. If any other customer is inside, wait for them to finish up. If people are loitering, ask them to leave the booth.

  • Before withdrawing cash, take a minute to look for any hidden cameras above the machine before starting your transaction.

  • Avoid withdrawing cash from ATMs in remote street corners that are poorly lit or maintained. Find one that is well maintained and brightly lit. A better practice would entail using ATMs that are near your place of residence or office, or those attached to a bank- branch.

  • Before you begin your transaction, carefully check the card reader, as well as the slot from where the cash comes out. If something seems amiss, avoid using that ATM.

  • Do not give your card and disclose the PIN to any one even your family members to withdraw cash for you. Even legally it is prohibited. Please Remember: “Your ATM card is non-transferable, and no other person other than you should use it”.

  • Regularly check your bank balance. Banks are sending an SMS detailing the transaction and the balance left in your account in the event of a transaction. Also, most banks have apps, through which you can continuously monitor your balance.

  • Please refrain from taking aid from outsiders, for ATM transaction. There is enough material available online on how to transact, and if you desperately need assistance, speak to a bank official. During transactions, stand as close as possible to the ATM using your body to hide all the details you punch into the machine.

  • After completing your transaction, quickly count your cash and press the ‘Cancel’ button or wait till the ATM screen shows the ‘Welcome’ page before you leave. This ensures the completion of your transaction.

  • (Compiled by Mr. Prabhat Kumar, Sector Expert: BFSI -Banking, Financial Services and Insurance)

  • Ordering Food/Food Product On Line: Check the Mandates

  • E commerce marketing for food is rising day by day. Consumers while placing orders should check some mandatory requirements imposed by Food Safety and Standards Authority of India for the sellers on the E commerce platforms. On line food products ordered basically are under two categories –

  • Pre-Packaged Food Product

  • Takeaway Food Product from catering units/restaurantsMandatory listing and information requirements by sellers, brand owners or manufacturers on the E commerce platform:

  • FSSAI license or Registration number of sellers, brand owners or manufacturers must be displayed on the E commerce platform.

  • Prepackaged Food Product delivered to the consumer shall have shelf-life of 30% or 45 days before expiry at the time of delivery.

  • Display of clear and legible picture of pre-packaged food. Batch Number/Lot Number, Best before date/Expiry date, Date of manufacturing/packing and MRP may not be present on the label of packaged commodity.

  • Indicative image of fresh produce to enable the consumer recognize the product

  • No misleading information/false claims related to the product shall be available on the platform.

  • Caterers and Restaurants registered with E commerce platforms shall deliver only fresh food to the consumer with clear demarcation of veg/non veg logo for every product displayed on the site.

  • In case of Consumer grievances he/she may contact :

  • Tier I: Customer care number of E commerce platform

    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

  • How W&M equipment used are according to standards:

  • Consumer can ensure the accuracy & correctness of weighing & measuring equipment by re-verification and checking seal & stamp of the Legal Metrology Officer on the equipment.

  • The seal / stamp show the code / ID no. of the legal metrology officer, year and quarter of verification (A, B, C, D) of the equipment.

  • Users of weights & measures equipment are supposed to display the verification certificate issued by Government. at conspicuous place in their establishment.

  • Ensure a proper check of accuracy of a weighing instrument the user shall keep at the site of each weighing instrument duly verified /stamped weights equal to one-tenth of the capacity of instrument or one tonne capacity of weights and consumer can also check the accuracy / correctness of weighting instruments

  • Ensure proper delivery of the Petrol / Diesel pumps the retail dealer of the pump shall keep a verified Five litre /Ten litre capacity measure in his premises and check the output from the pump every day to ensure its correct delivery.

  • Ensure proper delivery of the CNG / LPG, the retail dealer of the pump shall keep a verified cylinder 10 kg capacity and weighing scale three times accurate than the CNG/LPG pump, in his premises to check the output from the pump at any instant to ensure its correct delivery.

  • In case of any short delivery, the dealer shall stop the delivery through equipments immediately and inform the nodal Legal Metrology Officer concerned to re-calibrate the equipment and than seal & stamp.

  • If any violation with measurement/cheating, the consumer may contact to--

  • Tier- I : Nodal officer of concerned agency (IOCL, HPCL, BPCL or IGL etc.)

  • Tier- II : Nodal officer of Legal Metrology / CLM of the concerned State / UTs.

  • Tier-III : District Consumer Forum / State Commission / 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

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