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

Issue No:1/IIPA   
Jan 2017
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Visit of Delegates from Consumer Affairs Agency Government of Japan




To seek information, advice and guidance on consumer problems

National Consumer Helpline

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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 first 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 by consumers, the Department of Consumer Affairs has expanded NCH and at present 49 Lines are available to consumers to file their complaints. Apart from this, emerging NCH at IIPA has been renovated to cater to the needs of the consumers.

The new web portal has been developed by NIC and is being used to record and handle complaints received at NCH. All calls whether received at helpline or directly on the website or by Consumer Apps both are lodged on this portal. Convergence Companies have also got login credentials for consumer complaints redressal on this new portal to view complaints and update the resolution

The Project recognizes the need of consumers for a Telephone 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 200+ 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.

- Advocacy: Based on the analysis of data at NCH and 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.


Delegates from consumer Affairs Agency Government of Japan visited IIPA for meeting to discuss Cross-border consumer protection in Asia, Europe and Oceania on Wednesday (January 11,2017)

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Visit of Delegates from Consumer Affairs Agency Government of Japan

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Visit of APPPA Participants to National Consumer Helpline on 16/1/2017

The Advanced Professional Programme in Public Administration (APPPA) Sponsored by the Department of Personnel and Training, Ministry of Personnel, Public Grievances and Pensions, Government of India, is a ten months’ programme, designed for senior officers of the All India Services, Central Services, Defence Services, Technical Services and officers of State Government.

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Ms Deepika Sur –The Project manager of National Consumer Helpline gave a presentation on functioning of National Consumer Helpline to the participants and they visited NCH for an overview of the functioning

  • In the month of January 2017, National Consumer helpline has received 43004 calls. Out of this, 31305 dockets were made, which includes complaints registered on Website - SMS received and complaint on Consumer App. Out of 31305 complaints, 23203 complaints were handle at Toll free number, 1389 SMS received were made, and 7332 complaints were reported on Website. 11699 were repeat calls and 98 complaints registered on Consumer Apps.

  • The NCH Website has registered a hit count of 2, 02, 743 during the month.

  • Convergence :The Grievance Resolution Management System of companies who have registered with NCH voluntarily. Total 7387 responses were received from Convergence Company.

  • CPGRAMS complaints:NCH also respond 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,Uttar Pradesh, Delhi, Madhya Pradesh ,Rajasthan and West Bengal ,Haryana ,Gujrat, Karnataka ,Bihar . (including Graph)

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Major Sectors: 
The sectors were restructured in the new software Industry wise and then subsequently category wise. The top five sectors for which calls received are e-Commerce, , Telecom, Banking, Electronics Products and Consumer Durables (Including graph)
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Consumer Feedback: 

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Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievance at the prelitigation level itself. NCH has created an alternate redressal mechanism for resolving consumer complaints at prelitigation itself. 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. 11854 complaints were registered against convergence companies and 7387 responses were received from them.


(Recent announcements in Consumer Interest)

  • Financial Services: Atal Pension Yojna-Key Features (APY)

  • APY is a guaranteed pension scheme from Govt. of India. The APY is focused towards every Indian Citizen under the National Pension System.

    Eligibility: All Indian citizen within the given age limit {18-40 years} ,is eligible to enrol the APY scheme provided they have a savings bank account.

    Age Limit: The entry age for this scheme is 18-40 years. The pension will be starts the age of 60 years. That means the minimum duration of contribution will be 20 years.

    Amount of Pension: Monthly pension amount varies from Rs1000 – 5000 as per one’s contribution.

    Due Date of Contribution: In Atal pension scheme, the due date for monthly contribution is decided as per the initial date of deposit of the amount. After joining the scheme, the subscriber receives an acknowledgement slip which is the record for the due date of contribution, guaranteed pension amount, Permanent Retirement Account Number (PRAN) etc.

    Payment Mode: The payment method for Atal Pension Yojana is direct auto-debit . To ensure that no penalty is levied, the subscriber must keep a track that sufficient balance is maintained in his account.

    Contribution Period: The minimum period of contribution is 20 years & the maximum period of contribution is 42 years. The contribution period depends on the age of joining

    Nomination Facility: Nomination is mandatory under APY scheme. One needs to provide nominee details while opening the account. Also wherever applicable the spouse details with Aadhaar card number. should be provided.

    Information Alert: While making the subscription, one needs to provide his/her mobile no. then the subscriber receives periodical information on the auto-debit of the account, balance amount, contribution credits etc. through SMS alerts.

    Where APY a/c can be opened: APY is available at All Bank-Branches and at more than 18,000 post offices across the country.

    Operational Authority: APY is a Government of India Scheme. It will be administered by PFRDA (Pension Fund Regulatory and Development Authority). PFRDA originats the account opening form along with the offer document of this scheme.

  • An End to profiteering and commercialisation of Education

  • An association of private unaided schools had challenged the High court verdict, contending that permission was required before the beginning of the academic year. A bench headed by Chief Justice J S Khehar has dismissed a petition from Delhi private schools against a High court verdict concerning fee hike. Upholding the Delhi High Court's January 2016 judgment, the Apex court on 22nd January,2017 ruled that private schools have to obtain approval from the Delhi government before going ahead with their decision to hike fee.It has categorically held while dismissing the petition of private schools that -"Once you have taken land from DDA (Delhi Development Authority) you have to abide by the Education Act."

    This petition had been filed as a Public Interest Litigation earlier before the High Court by Advocate Khagesh Jha for an NGO- Justice for all, seeking a direction that no private unaided school in Delhi which has been allotted land by the Delhi Development Authority shall enhance the fee without the prior sanction of the Director of Education. It had been pleaded that as per Master Plan 2021 an allottee of land for the purpose of establishing an educational institution is under an obligation not to increase the tuition fees without prior sanction from the Director of Education (DoE) as held in Modern School vs. Union of India & Ors. (2004) 5 SCC 583. and that the unaided educational institutions in Delhi have failed to comply with the same and have been enhancing the fees without taking the prior permission of the DoE and thus indulging in profiteering and commercialization of school education. The petitioner therefore, sought a direction to the Director of Education (DoE), Govt. of NCT of Delhi to ensure compliance of terms of allotment letter regarding prior sanction for any increase in tuition fees by all the unaided private schools situated in public land allotted by Delhi Development Authority (DDA) and further to ensure that the fee fixation shall be on the basis of fee paying capacity of the residents of the locality for whose benefit the public land was allotted. The petitioner also sought a direction to DDA to ensure compliance of Master Plan of Delhi (MPD), 2021 by initiating appropriate action against the erring institutions for violation of the terms of allotment.

    The specific case of the petitioner is that whenever land is allotted by DDA on perpetual lease hold basis for running the school, a specific clause is included in the allotment letter itself to the effect that the school shall not increase the rate of tuition fees without prior sanction of DoE, Delhi Administration and shall follow the provisions of Delhi School Education Act/Rules, 1973 and other instructions issued from time to time. It was alleged by the petitioner that in spite of the said specific term, the private unaided schools have been fixing the fees at very high rates, beyond the reach of the residents of the locality, without taking the prior permission of DoE. It is contended by the petitioner that the said action is in violation of the MPD and Zonal Development Plans of Delhi apart from the provisions of the DSE Act and the Rules made thereunder. It is also contended that the said schools are indulging in profiteering and commercialization of school education, which was disapproved by the Courts in several decisions. The Delhi High Court in its January 20, 2016 verdict had said that the schools built on land allotted by DDA cannot hike the fee before taking prior permission from Delhi government."It is clear that schools cannot indulge in profiteering and commercialisation of school education.Quantum of fees to be charged by unaided schools is subject to regulation by Department of Education in terms of power conferred under Delhi Schools Education Act of 1973 and it is competent to interfere if hike in fee by a particular school is found to be excessive and perceived as indulging in profiteering," the court had said.

    The Honble Apex Court has held that- It is mandatory for private unaided schools, built on Delhi Development Authority land, to seek permission of the Delhi government before hiking tuition fees, even if the fee hike is done in the middle of the year. By way of another landmark judgement , Delhi High Court on 20th Jan 2017 stayed the operation of Delhi government circular on nursery admission norms regarding private unaided minority schools, telling the government to bring its own schools up to the mark before trying to impose their admission norms on private institutions. “Your (Delhi government) public schools are down the line, where people do not even want to study free of cost. They are pathetic, where teachers do not even come,” Justice Manmohan said and asked why Delhi government was not raising the standard of its school, and instead seeking to take over the autonomy of private schools.The Court has observed that -“There is a huge gap in demand and supply. You raise the standard of your schools before interfering in the functioning of the private schools,” the court said, adding that “you will be shocked to know that on ground level, none of the parents want to admit their children in your schools”.“Think about the future.


    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
    ( Monday to Saturday  9.30AM to 5.30PM)  

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