Jago Grahak Jago
(please click display images below, from your email window to view the images...)

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

     Jan 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

Participants of the APPA Programme of IIPA visited National Consumer Helpline on 12th Dec 2017.




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. Sunanda Dey

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago

Photo Gallery

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago


The National Consumer Helpline (NCH) is a 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 complaints received at NCH. In addition, ‘Consumer App’, which can be downloaded from Google Play Store, can be used to register complaints. 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 the aggrieved consumers to get their complaints resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 376 companies as convergence partners. Convergence companies have got login credentials to redress consumer complaints on the portal itself. Convergence partners are across the spectrum of sectors like Bank, e-commerce, telecom, consumer electronics, higher education etc.

Big Data Analytics:Analysis of data helps in knowing trends - sector wise, time scale wise and the different patterns that emerge from analyzing and stratification of the data collated.

Research & Advocacy: Based on the analysis done, specific type of complaints 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.


Participants of the APPA Programme of IIPA visited National Consumer Helpline on 12th Dec 2017.

On 19th January 2018, Joint Secretary, Shri Amit Mehta visited the National Consumer Helpline to get an overview of the activities. Project Director Prof. Suresh Mishra accompanied him for the visit. He presented a memento as a token of respect to Joint Secretary. Project Manager Ms. Deepika Sur gave a presentation on the functioning of National Consumer Helpline and how complaints are redressed in different sectors. Joint Secretary interacted with team members for understanding the whole mechanism of handling various types of complaints received and the appropriate redress mechanism.

image ..

On 29th January 2018, National Payments Corporation of India (NPCI) conducted a half day training session on Digital Payments to the counselors of NCH. National Payments Corporation of India (NPCI) gave a brief on the different digital payment applications in the market for use by the general public. They discussed the features and advantages of different apps viz. BHIM (Bharat Interface for Money), Bharat QR, BHIM Aadhaar, IMPS (Immediate Payment Service), Rupay, USSD- 99#. They also shared the technical know how of the apps and they also guided on how to handle a distress call of a consumer. The Research team of CCS, faculty members, sector experts and NCH team members attended the session. It was a very interactive session.

image ..

Data for the Period 1st-31st Jan 2018

  • The Website registered a hit count of 2,03,860 during the month.

  • In the first month of 2018, National Consumer Helpline registered 34,428 dockets on the portal - Out of 34,428, 24,131 complaints were handled at Toll free number, 1,208 calls were made to SMS received, and 9100 complaints were registered on the Website. 173 complaints were reported through “Consumer App”. On the web chat facility, 1974 user’s queries were handled. On an average 86 users are making enquires at NCH per day through web chat.
State-wise Dockets Registered: 

The number of calls received from top ten states in descending order is Uttar Pradesh, Delhi, Maharashtra, Rajasthan, West Bengal, Karnataka, Haryana, Madhya Pradesh, Gujarat and Bihar.

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the complaints were received from e-commerce, telecom, banking, consumer electronics and agency services sectors.
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievances at the pre-litigation level itself, by the ‘Alternate Dispute Redressal Mechanism. Currently over 376 companies/ organisations are listed under the ‘convergence’ programme. All companies 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 & Holidays are all ‘convergence’ partners of NCH. Complaints received are accessed by the nodal person (SPOC) of the company who is also responsible for uploading the responses. 16,173 complaints were registered for convergence companies and 8,557 (i.e. 53%) dockets were responded.

Sector- Electricity

In the Electricity sector (29 Dec 17 to 28 Jan18) total 351 complaints were received. 36% complaints relate to inflated bills, consumer gets inflated bills despite disconnection/ not using the electricity connection. Complaints are also received for faulty electricity meter, changing domestic connection to commercial without intimating the consumer, providing bills without taking meter reading, not giving agriculture connection bill as per allotted load, overcharging on per unit usage.

20% complaints relate to unsatisfactory redressal by electricity companies, non refund of security amount, delay in providing/transferring electricity connection, amount deducted while paying the bill online but electricity bill not paid, not getting cash back offers, delay in replacement of faulty electricity meters, irregular power cuts, customer care not responding, disconnecting the electricity connection without intimating consumers, damaged poles and electricity wires in the area.

14% are general enquiries and relate to electricity rules, procedure for filing of electricity complaint in Consumer Grievance Redressal Forum (CGRF), addresses or contact details of electricity companies or CGRF, agriculture electricity connection, electricity connection for BPL consumers, electricity theft cases.

Sector- Govt. Identity services

In the Govt. Identity services sector (19 Dec 17 to 18 Jan 18) total 162 complaints were received. 33% general enquiries/complaints relate to EPF, UAN, withdrawal/ transfer of PF amount, EPF helpline nos., corrections in PF account, companies not giving PF amount, rejection of PF application, not getting PF amount, enquiries on EPS.

22% complaints are related to not issuing PAN card, amount got deducted while applying PAN card online but PAN card not delivered, PAN card is not getting delivered by nearest post office, enquiring contact nos. of UTIITSL and NSDL, online status of PAN card showing delivered but not received, hard copies of documents submitted or sent to PAN card office but PAN card not delivered, overcharging for corrections in PAN card by external agencies.

11% complaints are related to Adhaar card applied but not issued, showing status as dispatched but not delivered, enquiring UIDAI contact details, procedure for online corrections in Adhaar card, Adhaar card kendriya suvidha center taking money for adhaar card but not providing services.

Sector- e-Commerce

In the E-Commerce sector (12 Dec 17 to 11 Jan 18) total 2,154 complaints were received. 18% complaints are related to paid amount not refunded within the prescribed time lines by Indian and international E-Commerce sites, transferring the refund amount in the form of points into the wallet and not refunding the amount into bank account, cancelling the order without informing consumers, asking for bank details for NEFT, no refund given after cancelling the airlines tickets or trips by online travel companies, forcing to take vouchers or coupons instead of refunding the amount

15% complaints are related to non delivery of products, not receiving the order within the stipulated timeline, customer care not informing on cancellation of the order, not delivering the offered gifts or accessories with the order, not delivering the replaced product on time, showing order delivered via SMS or email but actually product is not delivered, not getting medicinal products on time.

2% general enquiries are related to customer care nos. or contact details of e-Commerce companies, receiving calls of wining prizes from different companies, preventive measures that should be taken for online shopping, non traceable E-Commerce companies, complaint procedure for E-Commerce companies.

NCH 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. For January 2018, NCH received 360 complaints during this time period, along with 361 complaints which are carried forward and 410 were redressed up till 31st January 2018.

(Recent announcements in Consumer Interest)

  • Updates for the consumer’s on the Capacity Measures

  • A Legal Metrology unit under Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution (Government of India) to establish and enforce standards of weights and measures, regulate trade and commerce in weights, measures, weighing and measuring instruments, pre-packaged commodities and other goods which are sold or distributed by weight, measure or number and for matter connected therewith or incidental thereto, with the objective of ensuring public guarantee from the point of view of security and accuracy of weights & measures.

    Mandatory specification & declarations that Consumers should observe on the Capacity Measures-

    1. Accuracy class for Capacity measure: (Class- A, Class-B, Class– C)
    2. Height and diameter of the base of the capacity measure should be equal.
    3. Denomination of capacity measures in SI Unit (“l” or “ml”) - English and Hindi both.
    4. Capacity measure should be properly stamped by the inspector. Year, Quarter of three months (A/B/C/D) and code of inspector may be seen on the lead seal at the top of the measure which must be valid up to 2 years.
    5. Base of the capacity measure must be supported by the cross hard metal strips.

    Additional observations that the consumer should observe for liquid Commodities by Commercial capacity measures: -

    1. Check ILMs verification on the capacity measure and the bottom part, which should have no cut mark, or dent or re-welded.
    2. The bottom of the measure should not be pressed inside to reduce the capacity of the measure by the trader.
    3. The handle of capacity measure should not be broken.
    4. The volume of the measure should not be reduced by fixing a thin rubber or tin plate or other material inside it.
    5. The measure must be filled up with liquid completely, and at the time of pouring it must be completely exhausted.
    6. The thumb of the retailer should not be inside the liquid being measured.
    7. There should not be any air bubbles inside the liquid being measured. 8. On purchasing Kerosene Consumer should ensure that ------

    • the Measure is filled to the top hole,
    • there should be no leather in the drum or capacity measure,
    • there should be no wax or sponge in the measure

    If there is any violation of declarations by the retailer, Consumer may contact-
    the nearest local office of the Inspector Legal Metrology / officer or
    CLM of the state/UTs to file the complaint along with following information

    1. Complete address of the shop, phone number and E-mail from where commodity purchased.
    2. Name of false weight or measure used, commodity its quantity purchased by weight /measure.
    3. Proof of purchase (BiIl / Invoice).
    4. If shopkeeper refuses to give bill and the name & address of the shop, the photograph of shop and product purchased may also be provided/ uploaded with the documents of the complaint if required.

    (Compiled by Mr. J. N. Prajapati, Sector Expert: Food)

  • GST Impact on our Food

  • The Goods and Service Tax (GST), implemented on July 1, has five slabs namely 0 percent, 5 percent, 12 percent, 18 percent and 28 percent. The 228 items in 28 percent slab were reduced to 50 after the review meeting done on November 10, 2017 and January 18, 2018.

    0% Slab of GST- The products that come under this slab are: Raw agricultural produce like fresh fruits and vegetables, all food grains and pulses, fresh dairy products like milk (pasteurized or unpasteurized), curd, butter, butter milk, lassi, unpacked paneer and chenna, meat and poultry products, dried vegetables whole, cut, sliced, broken or in powder form, natural unpacked honey, unroasted coffee beans, religious sweets or prasad, bread (branded or unbranded) unpacked vegetable oil, jaggery and salt (all types) are exempted from GST. This slab covers the basic essential food items.

    5% Slab of GST- The products that come under this slab are:

    Branded and packaged food items are summed up under 5% GST along with sugar, tea, coffee, roasted coffee beans, spices, sliced dry mango, frozen vegetables, fish fillets, cashew nuts, unbranded namkeen, milk food for babies, skimmed milk, packed paneer and cream, tamarind kernel powder, potato flour, chutney powder, puffed rice chikki, pizza bread, rusk, khakra and plain chapatti, and ICDS (Integrated Child Development Scheme) food packages.

    12% Slab of GST-

    Processed food products like pickles, murabba, chutney, jam, jelly, fruit juices, instant food mixes, sugar boiled confectionary, butter, cheese, ghee, branded namkeen , raw agricultural produce (vegetables, fruits and nuts) and other edible parts of plants preserved by sugar, vinegar or acetic acid, frozen meat products, animal fat sausage, nuts (almonds, hazelnuts, pistachios, macadamia, kola nuts), packaged dry fruits, packed coconut water and 20-liter packaged drinking water bottle are levied with 12% GST.

    18% Slab of GST-

    Highly processed food products like cornflakes, pasta, sauce, soup, Curry paste, mayonnaise, salad dressings, mixed condiments, mixed seasonings, pastry, cake, ice-cream, flavored refined sugar, chocolate, chewing gum, bubble gum, cocoa butter, fat, biscuits and mineral water are taxable for 18% GST.

    28% Slab of GST-

    Foods in this category are luxury and sinful items. Aerated waters containing added sugar or flavor, soft drinks, tobacco and its products and waffles and wafers coated with chocolate comply with 28% GST.

    The above details reveal that exempted raw agricultural products being more nutritious and essential are at the minimal rates making our daily plate more affordable. Least processed food items are liable for 5 percent GST thus, reaching out to the public along with nutritional properties being intact.





    Compiled By: Dr. Mamta Prajapati,(Food) Sector Expert

  • Beware ! Think twice before refusing the Legal Tender.
  • It has been reported that some less-informed or uninformed persons who suspect the genuineness of such coins are creating doubts in the minds of ordinary people including traders, shop-keepers, etc, impeding the circulation of these coins in certain pockets of the country causing avoidable confusion. There remains a lot of ambiguity in terms of factual accuracy.

    The Reserve Bank has advised members of the public not to give credence to such ill-informed notions and ignore them and continue to accept these coins as legal tender in all their transactions without any hesitation.

    Section 6 of the Coinage Act, 2011, states that “coins issued under the authority of section 4 shall be a legal tender in payment or on account, subject to some quantum restrictions”. According to RBI rules, those who refuse to accept the Indian currency can be liable for action under section 124A (sedition) of IPC. Provided that the coin has not been defaced and has not lost weight so as to be less than such weight as may be prescribed in its case.

    According to specifications by the Reserve Bank of India, the Rs 10 coin should be “bimetallic”, circular, with a diameter of 27mm and a weight of 7.71gm. RBI clarified in its statement that the reason different Rs 10 coins have distinctive features is to reflect various economic, social and cultural themes. Since the Rs 10 coin’s launch in 2009, several versions have been released, but these parameters have remained the same. In one of the versions of the Rs 10 coin, the reverse side has 10 notches with the rupee symbol and the numeral 10 written below.

    The RBI notification made on Wednesday 17th Jan. 2018 was to infuse trust in the coins themselves said amid reluctance by certain traders to accept the coins, All the 14 designs of Rs 10 coin are valid and is a legal tender for transactions. The photographs of the Rs10 coins is shown below:

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


    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 :
    To unsubscribe send email to