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

Issue No:2/IIPA   
Feb 2017
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Participants of 20th TOT (Training of Trainer) course visited National Consumer Hepline to understand the working of grievance redressal




To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free no.

1800-11-4000, 14404

(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
• Ms. Seema Sharma
• Ms. Harsh Dhingra

Sector Expert:
• Mr. Prabhat Kumar
• Ms. Payal Choudhry

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago


You are reading of the second issue of Year 2017.

The National Consumer Helpline (NCH) is a project of the Union Ministry of Consumer Affairs and operates under the Centre for Consumer Studies at Indian Institute of Public Administration. Keeping in view the increasing demand of NCH services by consumers, the Department of Consumer Affairs has expanded NCH, and, at present 60 Lines are available to consumers to file their complaints.

The web portal developed by NIC is being used to record and handle complaints received at NCH. In addition “Consumer App” has also been launched by the Department of Consumer Affairs through which complaints can be registered on the portal. Convergence Companies have also got login credentials for consumer complaints redressal on this portal to view complaints and update the resolution.

The Project recognizes the need of consumers for a Telephonic Helpline to deal with multitude of problems arising in their day-to-day dealings with business and service providers. NCH is mandated to support consumers by providing the following.

- Alternate Dispute Redressal system (ADR): Guide consumers on how to get their grievance redressed. Also NCH provide a digital platform to 225+ convergence companies for resolution and redress of customer complaints, as per the policy of the company. Industry interactions are platforms for open communication.

- Information & guidance: provide information to consumers on Products, Services, Company addresses, Ombudsman, Regulators and consumer forums. Counselors provide information as per the stage of the complaint – Tier 1, 2 or 3. Information is also provided for standards ( Hallmark, ISI) and other services like RTI, PAN card, UIDAI, Financial Inclusion programs etc.

- 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. The problems and gaps that emerge through analysis are highlighted to the Department of Consumer Affairs.

- Advocacy: Based on the trends that emerge, 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 on various platforms.


Participants of 20th TOT ( Training of Trainer ) course visited National Consumer Hepline to understand the working of grievance redressal on 8/2/2017.

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94th Orientation Training Programme for Presidents and Members of District Consumer Forum of Orissa, West Bengal and Assam – Participants visited National Consumer Helpline on 16/2/2017 to get a first hand experience of the NCH operations.

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  • In the month of February 2017, National Consumer helpline has registered 29,965 dockets on Website - Out of 29,965 complaints, 19488 complaints were handled at Toll free number, 1523 calls were made to SMS received, and 8818 complaints were reported on Website, 125 complaints reported through consumer App. Convergence: 11341 complaints were registered against Convergence companies and 7445 responses were received from them.The NCH Website has registered a hit count of 1, 72, 039 during the month.

  • CPGRAMS complaints: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.
Geographical Distribution: 
The numbers of calls received from top ten states in descending order are Maharashtra, Delhi, Uttar Pradesh, Rajasthan, Madhya Pradesh , West Bengal ,Karnataka Haryana ,Gujarat, and Bihar.

image loading for Percentage of calls State wise...

Major Sectors: 
The top five sectors for which calls received are e-Commerce,Telecom, Banking, Electronics Products and Consumer Durables (Including graph)
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievance at the prelitigation level itself,by having an alternate redressal mechanism for resolving consumer complaints. Currently over 225+ companies are listed under the ‘convergence’ programme. All companies have partnered with NCH voluntarily.

A wide spectrum of sectors ranging from consumer electronics and 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 accessed by the nodal person (SPOC) at each company who is also responsible for uploading the responses. 11341 complaints were registered against convergence companies and 7445 responses were received from them.


(Recent announcements in Consumer Interest)

  • Financial Services: PM Fasal Bima Yojana

  • “One Nation –one Scheme” : : For many years now, a number of complex crop insurance schemes like National Agricultural Insurance Scheme (NAIS) and Modified National Agricultural Insurance Scheme (MNAIS) have existed. Farmers, however, have been unable to avail the benefits of these schemes. The Pradhan Mantri Fasal Bima Yojna has now replaced all other crop insurance schemes and integrated the benefits in one single yojana. The Pradhan Mantri Fasal Bima Yojana is premised on an uniform premium amount of 2 percent for Kharif crops and of 1.5 percent for Rabi crops. This covers most food crops and oil crops cultivated in India. The premium is pegged at 5 percent for commercial or horticultural crops (including cotton) for one year. This means that the farmers shall derive “maximum benefits by paying minimal premium”. The government has decided to get rid of the “capping” mechanism that did not allow farmers to derive legitimate benefits previously.A part from relief on premium, the farmers shall derive the benefits of this scheme where assessment of crop losses shall be quick. Smart phones, remote sensing technology and even drones shall be used to estimate losses, assess compensation, and settle claims without much delay.

  • Legal : “ Dual Pricing of a single commodity”
  • The Consumer Affairs Department made a breakthrough statement in its advisory to State governments, saying a single commodity, whether a product or a packaged item, cannot have two maximum retail prices (MRPs) concurrently. This includes bottled water, beverages, snack items, some of which are sold at higher prices than the MRP, particularly at multiplexes, malls, airports, railway stations and some bigger restaurants. Directive was issued after several complaints from consumers that many cinema halls, stadiums, multiplexes are charging dual MRP for the same packaged food items in clear violation of Packaged Commodity Rules 2011 and Legal Metrology Act, 2009.

    National Consumer Disputes Redressal Commission (NCDRC) has recently ordered that no one can sell bottled water at different MRPs, particularly at malls, cinema halls and airports. There cannot be two maximum retail prices (MRPs) for the same packaged item within a state. The State governments have been asked to stick to the prices mentioned on the packets and in case there are two MRPs for the same product, the lower will be considered for sale and purchase. Therefore, the consumers need to note that they cannot be charged more than the MRP on packaged Water and other beverages or eatables sold in a packed form at the airports, railway stations, malls, cinema halls etc

    This NCDRC order came on an appeal filed against the State Consumer Commission decision directing the multiplex to pay Rs 14 to Jaipur resident Manoj Kumar, along with Rs 6,500 as compensation for mental agony and litigation costs.

    According to the complaint, on August 11, 2012, Kumar went to see a movie in Big Cinemas in Jaipur where he purchased a bottle of water for which he was charged Rs 30 whereas the MRP of the bottle was Rs 16. Kumar further alleged that when he wanted to register a complaint in the log book, it was not provided to him.The multiplex denied that its staff were rude to the complainant and claimed they had made adequate provision for free drinking water and visitors in the cinema hall were not forced to purchase the water bottle from the counter.

    The National Consumers Disputes Redressal Forum, In R P no 2038 of 2015, Titled Big Cinemas & another and Reliance Media Mumbai VS Manoj Kumar, Justice JM Malik alongwith Dr SM Kantikar held on 1st Feb ,2016 that--“There cannot be two MRPs, except in accordance with the law. The whole gamut of the facts and circumstances, detailed above, clearly leans in favour of the Metrology Department. The MRP of Rs.30/- is of their (OPs) own making. The Bench dismissed the argument that the complainant had purchased the water bottle outside the multiplex at a lower MRP and filed a frivolous case and further held that-"Keeping in view the facts and circumstances, we affirm the order passed by the fora below and impose further costs in the sum of Rs 5,00,000 on the petitioners (Big Cinemas and Reliance Media-Works Limited) because they must have made illegal enrichment by charging/ extorting money from their customers. The said amount be deposited with the Consumer Legal Aid Account of this Commission, within 90 days from today, failing which, after the expiry of the said period, it will carry interest @ 9% per annum, till its realization.

    "They (cinema hall and owner) have nowhere stated that they have got two MRPs in the case of Aquafina water bottle. They are conspicuously silent about it. The silence on their part is pernicious for the petitioners. The case against the petitioners stands fully proved," the NCDRC said.The consumer commission further said it was not deciding whether there was any "unfair" trade practice on part of water manufacturer PepsiCo as they were not a party in the case and thus, no action can be initiated against them.


    National Consumer Helpline 
    Centre for Consumer Studies , Indian Institute of Public Administration
    Toll Free : 1800-11-4000 or Short Code : 14404 (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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