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

     Jan 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

44th Advanced Professional Programme in Public Administration (APPPA)




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 496 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.


18th Foundation Training Programme for Scientist and Technologists of the DST , Govt of India : Climate Change and Governance (Sponsored by ITEC,MEA,GOI):

Participants of the training programme visited National Consumer Helpline on 2nd January 2019 to understand the role it plays in resolving consumer grievance.

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44th Advanced Professional Programme in Public Administration (APPPA) :

Participants of the visited National Consumer Helpline on 7th January 2019 to understand the mechanism of handling grievances received and the appropriate redress mechanism.

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Jagriti’ – empowering young consumers :

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 .Four schools namely Govt Girls Secondary School,GH Block ,Old Seemapuri Delhi-95 , Govt Co-Ed Sarvodaya Vidhyalya School of Excellence ,Khicripur ,New Delhi-110091 , Sarvodaya Sr.Secondary (Girls) Madipur No 2 Sarvodhya Kanya Vidhyalya Delhi-110063 , and Rajkiya Sarvodaya Kanya Vidhyalya School,New Ashok Nagar,Delhi 110096 attended the two hour programme at IIPA .

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Mr. Shirish Deshpande from the NGO Mumbai Grahak Panchayat Samiti Visited National Consumer Helpline on 15th January 2019 to get a firsthand experience of its operations.

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Kirori Mal College, University of Delhi has started a certificate course on ‘Entrepreneurship and Start-up’ under skill based Education in National Skill Qualification Framework ( NSQF) sponsored by University Grants Commission. This gives a chance to acquaint the candidates on various sectors which helps Entrepreneurs.On 8th January 2019 , 30 candidates of the Entrepreneurship Certificate Course along with one professor visited NCH to understand the consumer perspective.

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Data for the Period 1st-31st January 2019

  • In the month of January 2019, National Consumer Helpline registered 50,953 dockets on the portal - Out of the 50,953 dockets, 32,832 dockets were handled at Toll free number, 2073 calls were made to SMS received, and 12,548 dockets were registered on the Website. 396 grievances were reported through “Consumer App”. On the web chat facility, 1026 user’s queries were handled. 2852 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, Madhya Pradesh, Gujarat ,Karnataka, Haryana and Bihar.

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the grievances are received from sectors of E-commerce, Banking, Telecom, Electronics Products , and DTH & Cable.
image loading for Percentage of calls Sector wise...

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 496 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. 21,160 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 January 2019, NCH received 306 grievances.

(Recent announcements in Consumer Interest)

  • Update on debit and credit cards of banks

  • • From 1st January’19 Old magnetic stripe-only debit and credit cards are declared invalid. The old magnetic stripe-only debit and credit cards are to be replaced by EMV chip-based cards . {EMV chip-based. EMV stands for Europay, MasterCard, Visa.}.The RBI initiated the change in order protect consumers from some unscrupulous online predators.

    • The new chip-based cards have been prescribed to keep consumer’s money and transaction safe. As the Customer related information in an EMV card is stored in dynamic format, this change in technology makes card cloning difficult. This gives an additional level of security to the consumers.

    • Replacement of existing debit and credit cards with the new EMV chip-based cards is free of cost, with in the announced dates , subject to the respective Bank’s policy.

    • Online transaction will continue to pose risk if consumers share card-related sensitive information with an unknown person or someone

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

  • Know about AGMARK Certification

  • AGMARK certification is a mark employed on agricultural products in India. This makes the product conform to a set of standards approved by the Directorate of Marketing and Inspection affiliated to Ministry of Agriculture & Farmers Welfare, Government of India. Approximately 224 agricultural commodities comprising cereals, pulses, oil seeds, spices etc. are covered under AGMARK certification. AGMARK was established under the Agriculture Produce (Grading and marking) Act of India, 1937 (amended in 1986). AGMARK certification is managed by state-owned AGMARK laboratories located across the nation which act as testing and certifying centers.

    Food products which are to be sold under mandatory AGMARK certification under FSSAI Act 2006.

    • Blended Edible Vegetable Oil – Product is an admixture of any two edible vegetable oils where the proportion by weight of any two edible vegetable oil used in the admixture is not less than 20%. It must be sold in sealed packages weighing not more than 15 litres under AGMARK Certification Mark. Following declaration is mandatory :

    • Fat Spread – Product in the form of water in oil emulsion made from edible vegetable oil. Fat content shall be declared on the label and the “butter” will not be associated with labeling of product. It must be sold in sealed packages weighing not more than 500 gms. Following declaration is mandatory:

    • Carvia callosa (Common name-Karvy) – Honey derived from Carvia callosa flowers which bloom once every seven years.

    • Honey Dew – Honey which comes mainly from excretions of plant sucking insects on the living parts of the plants or secretions from live plant parts.

    • Light Black Pepper

    • Geographical origin (GI) Products – Kangra Tea, Til oil (white seeds from Tripura, Assam, West Bengal)

    In case of any discrepancies found ,consumers can contact the Nodal Officer / Customer care of the company or 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

  • Updates for the Consumer’s on the Amendments in Rules-2011

  • Department of Consumer Affairs (Government of India) has mandated the below amendments Wef 1st January 2018

    • Consumer may ensure that the packages bearing declaration “not for retail sale” or “not for trade’ on display panel, supplied directly from manufacturer/packer/ importer for the use by any institution or industry do not come under the Act and rules.

    • “Retail Sale Price” means maximum price at which packaged commodity may be sold to the consumer, inclusive of all taxes. For example— “Commodity having MRP ? 25 (inclusive all taxes) it sold to the consumer at ?18 (inclusive all taxes), then the retail sale price is ? 18 (which may be always less then or equal to MRP declared by manufacturer/packer /importer.

    • Letter & numerals size have been increased to be read easily by consumer. The Amended Act doubles the display size of quantity & MRP on small packs, while on bigger ones it has been increased by 1.5 times. Width of numerals & letters should not be less than one third of its height except numeral “1” and letters (i), (I) & (l).

    • MRP was not mandatory for medical devices.Since 1st January 2018, pricing of devices like - Stents, Valve Syringes, Orthopedic implants & operation tools etc. are mandatorily to display MRP and other declarations required under the Act.

    • The following mandatory declarations are required on pre-packed commodities sold on e-commerce platforms –

    • Name & address of the manufacturer/ packer/ importer,

    • Name of the commodity,

    • Net content (in SI unit)

    • Retail sale price (inclusive all taxes),

    • Consumer care details & other declarations required under the 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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