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

     Feb 2019  
                          The monthly e-newsletter from the National Consumer Helpline
Inside the issue



Snapshot of activities


CPGRAMS Complaints


Goods & Service Tax



Consumer Kaleidoscope
Events Gallery

Two week Training Programme for GCS Officers of NITI Aayog




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 505 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.


Training Programme on Public Administration for the Probationers of IDES(Indian Defence Estate Services :

Participants of the training programme visited National Consumer Helpline on 26th February 2019 to understand the role it plays in resolving consumer grievance.

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Two week Training Programme for GCS Officers of NITI Aayog :

Participants of the visited National Consumer Helpline on 26th February 2019 to understand the mechanism of handling grievances received ,and the appropriate redress mechanism

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Jagriti’ – Visit of School Students to NCH :

Jagriti’ – the consumer empowerment initiative of the National Consumer Helpline in the past few years has generally been events based – nukkad nataks, programs in community radios, participating in melas etc. Since the last few months, NCH has started a half day program for empowering school students in the area of consumer protection. Young minds are impressionable and empowering students goes a long way – as discerning, responsible and alert consumers of the future. NCH invites schools in Delhi to visit IIPA to see the working of the National Consumer Helpline. This gives a chance to acquaint the students on various consumer sectors. On 5th February 2019 students of 11th Class from Govt.Girls Sen. Sec. School, Samai Pur Delhi attended the two hour programme at IIPA .

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The visit of two hours - from 10.00 am to 12 noon covers various consumer topics. After a one hour formal presentation on the history and background of the Consumer Protection Act, 1986 and sectors of interest, the next hour is a ‘live’ hearing of calls that are received, handled and redress by the National Consumer Helpline. Students are encouraged to ask questions and get queries resolved by the team of counselors at the helpline.

The visit ended with refreshments being served to the students and the teachers.Earlier Visits by school children have generated a very positive feedback.

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Management Development Programme for the Officials of Ministry of Economy, Islamic Republic of Afghanistan

Participants visited National Consumer Helpline on 27th February 2019 to know about National Consumer Helpline and its working

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Data for the Period 1st-28th February 2018

  • In the month of February 2019, National Consumer Helpline registered 53,218 dockets on the portal - Out of the 53,218 dockets, 35,351 dockets were handled at Toll free number, 2147 calls were made to SMS received, and 11,841 dockets were registered on the Website. 1905 grievances were reported through “NCH App”. On the web chat facility, 1421 user’s queries were handled. 1759 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, Karnataka, Madhya Pradesh, Gujarat ,Haryana and Bihar.

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Major Complaint Sectors: 

Majority of the grievances are received from sectors of E-commerce, DTH & Cable, Banking, Telecom, and Electronics Products.
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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 505 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 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. 21,631 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 February 2019, NCH received 252 grievances.

(Recent announcements in Consumer Interest)

  • Ombudsman Scheme for Address User complaints

  • • An ombudsman is an official who has been appointed to investigate and redress complaints from people against a company, organisation, or a public authority.

    • The Digital ombudsman { OSDT} operated from the existing 21 offices of the Banking Ombudsman w.e.f 1st Feb’19,responsible for looking after the user complaints for their respective territorial jurisdiction.

    • With the increasing penetration of the internet and smart phones,in the country and increasing number of digital transactions this OSDT has been announced.

    • It is a Cost- free and expeditious platform for individuals, as it is addrsses the complaint redressal mechanism as well as banking criteria involved in the digital transaction done through non-bank and bank entities regulated by RBI. The objective is to provide hassle-free digital payment experience.

    • Complaints related to online transactions which are conducted through banks will continue to be handled under the Banking Ombudsman Scheme.

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

  • Standard Marks/Logos for Packaged Food Product

  • The Packaged food and products have different standard marks as per the packaging & Labelling regulation 2011. An aware consumer should look for these standard symbols before buying any packaged food product.

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    In case a consumer has grievance he may contact the Nodal Officer / Customer care of the company or At the second level ,he may contact the Commissioner of Food Safety of the State / Union Territory or lodge their grievance on FSSAI (Website) Compiled By: Dr. Mamta Prajapati,(Food) Sector Expert

  • The Packaged Commodities Rules, 2011 is not applicable for the following:

  • • If water, liquor, snacks, biscuits and other food items served or sold in loose form, in a food courts, malls, hotels, restaurants and other similar places, are exempted by Supreme Court of India.

    • Fast food items and not packed by restaurants / hotels and hence does not come under the above rules.

    • Any food product / Sweets sold by weighing & packed in presence of consumer ,its does not come under above rules.

    • In Government Health Centers / Dispensaries/ Defense canteen Commodities sold having declaration “CGHS Supply” or “Canteen Supply” or “Not for sale” or “Not for trade” for products are not covered under the above rules.

    • Drugs (Price Control) Order, 1995. Covers Drugs/cosmetic/medicines but not covered by above rule.

    • Commodities manufactured / packed / imported by any Arms and Ammunition for the use of Armed Forces of union of India are not covered by above rules.

    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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