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

Issue No:01/IIPA   
January 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Shri P. V. Rama Sastry, Joint Secretary, Department of Consumer Affairs, Food and Public Distribution visited NCH on 5th January 2016. .



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 first issue of Year 2016.

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.


Shri P. V. Rama Sastry, Joint Secretary, Department of Consumer Affairs, Food and Public Distribution visited NCH on 5th January 2016 to understand the functioning of NCH. He listened to live calls and a presentation was made.

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Students and Faculty members of Community College of Allegheny County, Pittsburgh, USA visited IIPA on 15th January 2016.They visited NCH to understand the role played in empowering consumers.This was part of their study tour focussing on 'Indian Government and Politics'.

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  • In January 2016, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 12325 out of which 10982 calls were handled at the Toll free number and 1343 complaints were reported on the NCH - Online Complaint Management System.

  • The NCH Website was non functional for most of the days in the month of January 2016 which affected complaints registered at website. Later, the website has been move to ‘Cloud’ and is working smoothly w.e.f 22nd Jan 2016. Complaints registered on the website for various products and services were 1343. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself.

  • Consumer Detriment :In January 2016, Consumer detriment has been computed at Rs. 30,09,89,997 for 4990 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 2671. Responses to 2408 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 2528.

  • 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 79%.
  • .
  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.06 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 Uttar Pradesh, Delhi Maharashtra, West Bengal and Bihar. Uttar Pradesh has come to the first position first time in the month. Bihar is also a new entry at the fifth position.

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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, Medical Negligence, Motor Vehicle Insurance and Consumer Durables. Estimated Consumer Detriment totaled Rs. 30, 09 ,89, 997. The other sectors estimated are: Legal, e-Commerce, Insurance (Life, General, Health), 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 123 responses received Consumer satisfaction averages 4.06 out of 5 for the month of January 2016, 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 2408 complaints. Feedbacks of 121 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 79% 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.-

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

  • When money demand by Building is invalid? Not depositing money is not a violation of terms & conditions in case of delay in construction says NCDRC

  • A customer often meets with a situation where in the builder issues demand letter as per the agreed terms. He also expects interest in case purchaser fails to deposit the money as per the agreed payment schedule. Reminder letters are also issued to the customer /purchaser with fresh demand amount which includes interest also. There is a warning also referring to the agreement clause by which builder reserves the right to cancel the booking and forfeit the booking amount too. On the other hand, there is all possibility of delay in construction and builder has offered a very low /minimum penalty for his default. As the purchaser does not have equal bargaining power with the builder, he signs the agreement.

    Consumer is in a fix-builder is unapproachable to listen that construction is not upto the mark and the customer does not want to pay as per the agreed scheduled time. If he defaults and waits for his correspondence to reach to some logical resolution, the interest accrues manifold and ultimately the customer has to either pay everything or stands the risk of getting the booking cancelled . Here is a case decided by Hon’ble National Commission where in has been clarified that money demand made by the builder can be termed as an invalid demand if construction has not started

    In a case of Vinod Kumar Kochar v/s Earth Infrastructure Ltd & others ,one Shri Vinod Kumar Kochar and his wife Karuna Kochar were allotted a residential unit No. 103, Vayu Tower group housing complex known as Earth Towne at plot no GH-04,Sector-1 ,Greater Noida UP vide allotment letter dated 17.6.2011.The cost of apartment was fixed at Rs 33,92,550/-and after adding other charges of Rs 533625/- the total cost of the apartment came to Rs 39,26,175/-Complainant paid Rs 10,83,945/- towards part payment. Opposite party never sent any demand letter for the balance amount , neither was any work done except for digging on the site . Builder cancelled the allotment and forfeited the earnest money alleging nonpayment of money as scheduled.

    It stands admitted by the builder that no work was done in respect of the project in question .Complainant could also establish that he never received any demand letter as well. National commission held -‘although the complainants were bound to pay the amount as per time schedule, yet they must be made aware and demand notice was to be sent informing them the status of construction. When OP’s have not started work how could they send demand letter. Consequently the cancellation of flat made by OP’s is illegal and invalid. Opposite party must prove that despite work done and demand notice sent, complainant has failed to pay. They are entitled to cancel allotment only after that. Court went ahead directing OP’s to give interest on the amount already paid - Rs 1083945/- with 9% interest from the judgment month i.e. Jan 2015 till possession is given.

    It stands a landmark order in favour of consumers when a builder threatens customers for the cancellation of the unit and forces him to go on making payment despite the fact that no work is done

  • How to get back money from Defaulted Collective Investment scheme run by PACL Group.

  • Securities Appellate Tribunal (SAT) in its order dated 12th August’15 had directed PACL {formerly known as Pearls Agrotech Corp Ltd),running a Collective Investment Scheme} to wind up its existing schemes and refund its customer their deposit amount within a period of 3 months i.e. 11th Nov’15. As failed to do so, the Recovery procedures were initiated as per the Law and SEBI has appointed the receiver. Investors are advised to register their compliant / claim against PACL Group on SCORES Platform –

    Since PACL Ltd is an unregistered, unlisted entity, it does not have a SCORES Login ID, due to which the complaints received on SCORES cannot be sent to the company electronically, however such complaints are printed by SEBI and sent to the Company‘s Receiver for redressal.

    This condition was posing problem to RuPay cardholders. The government has now extended 45 days usage condition to 90 days for RuPay Classic cardholders with effect from 25th November, 2015. This will benefit about 16.54 RuPay Card holders in India. However, the claim intimations on RuPay Classic cards where accident has occurred before November 24, 2015 will not be eligible for claim benefit under 90 days usage condition.


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    Centre for Consumer Studies , Indian Institute of Public Administration
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    or SMS your name & city & send to +918130009809
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