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

July 2017                    The Fortnightly e-newsletter of National Consumer Helpline
Inside the issue



Snapshot of activities


CPGRAMS Complaints


Call Trends at NCH


GST - Nature of Complaints



Consumer Kaleidoscope
Events Gallery

National Consumer Helpline Visit




To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free Number


Short Code


(All Working days)
09.30 AM to 05.30 PM
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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

Sector Expert:
• Mr. Prabhat Kumar
• Ms. Payal Choudhry
• Dr. Mamta Prajapati
• Mr. JN Prajapati

Designing & Development:
• Mr. Ashish Kumar Gaur

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Editorial Team

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The National Consumer Helpline (NCH) is a project of the Dept of Consumer Affairs, GOI and operates under the umbrella of the Centre for Consumer Studies at Indian Institute of Public Administration. The web portal developed by NIC is being used to record and handle complaints received at NCH. In addition “Consumer App” launched by the Department of Consumer Affairs can also be downloaded to register complaints on the portal. Convergence Companies have also got login credentials to redress consumer complaints on the portal itself. Department of Consumer Affairs launched the web chat facility on three month back.

Information & guidance: NCH provides information to consumers on Products, Services, Company addresses, Ombudsman, Regulators and consumer forums. Counselors of NCH provide information as per the stage of the complaint – Tier 1, 2 or 3. Information is also provided for Standards Hallmark, ISI etc as well as for services like RTI, PAN card, UIDAI, Financial Inclusion programs etc.

Alternate Dispute Redressal system (ADR): This alternate dispute redressal system has 255+ companies as convergence partners.

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. The problems and gaps that emer vge through analysis are highlighted to the Department of Consumer Affairs by NCH.

Advocacy: Based on the trends that emerge, specific type of complaints affecting a large number of consumers is highlighted by NCH to the organization and to the Department of Consumer Affairs, and the information is shared with consumers at various platforms.


National Consumer Helpline Visit

On 13th july, Ms. Vijayathilagam Assistant Comissioner Civil supply office Tamil Nadu visited National Consumer Helpline to have a look at the functioning of the helpline.

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Complaints Registered

From 1st -15th July 2017, 23,119 dockets were registered on Out of 23,119 complaints, 15,925 complaints were handled at Toll free number,1300 calls were made to SMS received, and 6012 complaints were registered on Website, and 132 complaints were reported through “Consumer App” .On the web chat facility 2924 user’s queries were handled. On an average 225 users are contacting NCH per day through web chat.

Geographical Distribution: 
The numbers of calls received from top ten states in descending order are Maharashtra, Delhi, Uttar Pradesh, West Bengal, Rajasthan, Karnataka, Haryana, Gujarat, Madhya Pradesh, Bihar.

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Major Sectors: 
The top five sectors for which calls received are E-Commerce, Telecom, Govt. Taxes ,Electronic Products ,and Banking
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Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievances at the prelitigation level itself, by having an alternate redressal mechanism . Currently over 250+ brands are listed under the ‘convergence’ programme. All companies have partnered with NCH voluntarily.

A wide spectrum of sectors ranging from consumer electronics and durables to services such as 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) of the company who is also responsible for uploading the responses. 8047 complaints were registered against convergence companies and 3092 responses were received from them in the month. Resolution provided by them could be partial, complete or gist consumer education

For the Week 1-7th July 2017

e- Commerce Sector: Complaints related to Cash back offers: Consumers have complained of not getting cash back amount or offer in the prescribed timeline, many times given in the form of points , at times they are withdrawn in between. For utility services like electricity or telecom, companies are not providing the mentioned cash back. Limitations in the usage of promo codes have also been received.
Complaints on dual MRP :Complaints on dual MRP especially on packaged water bottles - few consumers are of the perception that this rule is applicable presently, but the 'dual MRP policy' from Dept Of Consumer Affairs is applicable from 1st January 2018.

For the week 7-13th July 2017:e-Commerce Sector(maximum dockets registered)
Complaints related to paid amount not refunded : Account for almost 17% complaints. Consumers complaint of paid amount for cancelled orders not refunded within the prescribed timeline, also, if an amount is deducted twice, there is delay in initiating the refund process, also getting the refund amount in the form of points.
Complaints of other kinds: emerging complaints about cash back offers, not getting invoice , getting refurbished products, complaints against sellers etc are approximately 19% of dockets
Enquiries in this sector are generally of offers and discounts.

:NCH also 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. During the month 1st-15th july 2017 , NCH has received 261 complaints (include C/F from last month) and has redressed 73.

From July 1, 2017, Consumers in India need to pay Goods and Services Tax ( GST). GST includes various Central and State Govt. Indirect taxes like VAT, Central Excise Duty, Sales Tax, Service Tax, etc. So, it is described as one tax for one nation. It is actually a culmination of three taxes – Central Goods and Service Tax (CGST), Integrated / Interstate Goods and Service Tax (IGST) and State Goods and Service Tax (SGST). CGST and SGST both will be levied on intra-state supply of goods and services while IGST will be applicable on inter-state supply of goods and services in India.

Since it is a destination based tax, it will be levied at all stages right from manufacturer up to the final consumer with credit of taxes paid at previous stages available as set off. In short, tax will be levied only on value addition and the final burden of tax will be borne by the ultimate consumer. Both CGST and SGST are planned to be levied on same tax base. Ultimately, Consumers will be benefitted as GST will eliminate cascading effect of taxes.

Nature of Complaints: (From 1st -15th July 2017)
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(Recent announcements in Consumer Interest)

  • Procedure followed by the Consumer Courts on Filing of a Consumer complaint

  • A consumer complaint shall not be rejected unless heard and its admissibility is to be decided within 21 days of its receipt . After admission, within 21 days, it has to be sent to the opposite party for giving reply within 30 days or such extended period not exceeding 15 days, as may be granted by the District Forum.

    If the complaint alleges a defect which requires analysis, the Consumer Fora shall obtain a sample of such goods , seal it and send it to the appropriate laboratory for analysis. Such Lab will give its report to the concerned For a within 45 days of receipt of reference or within such extended period as may be granted by the Forum. A fee is charged by the forum for conducting such tests.

    Reply from the Opposite party is followed by Evidence of both the parties. If the complainant fails to appear on the date of hearing before the Forum, it may either dismiss the complaint in default or decide it on merits.

    Every complaint is to be heard as expeditiously as possible and is to be decided within 3 months from the date of receipt of notice by opposite party, if it does not require analysis And within 5 months if it requires analysis .No adjournment is granted by the Consumer Forum unless sufficient cause is shown. Reasons for grant of any adjournment are recorded in writing .

    Any person aggrieved by an order of District Forum may prefer an appeal against it to the State Commission . Any person aggrieved by an order of State Commission may prefer an appeal to the National Commission and any person, aggrieved by order of the National Commission can appeal to the Supreme Court . Each Appeal is to be filed within 30days from the date of the order. However ,the Consumer Fora and The Supreme Court may entertain an appeal after 30 days if satisfied that there was sufficient cause for not filing it on time.

    No appeal by a person, who is required to pay any amount in terms of an order of the District Forum, shall be entertained by the State Commission unless the appellant has deposited 50% of that amount or Rs 25000/-, whichever is less. Similarly, in case an Appeal is to be filed before the National Commission the amount will be 50% of that amount or Rs 35,000/-, whichever is less. In case of filing of an Appeal against the orders of National commission before the Supreme court the amount will be 50% of that amount or Rs 50,000/-, whichever is less.

    Every order of a District Forum, State Commission or the National Commission shall, if no appeal has been preferred against such order under the provisions of this Act, will be final.

  • Impact of GST on unsold stock of pre packaged commodities
  • Consumer protection has always been a major thrust area of Government.

    As per Rule 6 of the Legal Metrology (Packaged Commodities) Rules, 2011 the mandatory declarations are to be made on every package

    1. Name and Address of the Manufacturer/Packer/Importer,
    2. The Common/Generic name of the commodity,
    3. The net quantity/ number of the commodity in metric unit,
    4. The month / year of manufacture or pre-packed or import & expiry date
    5. The Maximum retail sale price (inclusive of all of taxes) of the package,
    6. Consumer care details etc.

    1. On account of implementation of GST w.e.f. 1st July 2017, the Central Government hereby permits the Manufacturers/packers/importers of the packaged commodities to declare the changed retail sale price (MRP) on the unsold stock manufactured /packed/imported prior to 1st July 2017 after inclusion of the increase amount of tax due to GST if any, in addition to the existing retail sale price (MRP) for three months w,e.f. 1st July 2017 to 30th September 2017. Declaration of the change retail sale price (MRP) shall be made by way of stamping or putting sticker or on line printing as the case may be, after complying with following conditions: -

    (i) The difference between the retail sale price originally printed on the package and revised price shall not, in any case, be higher than the extent of increase in the tax if any, or in the case of imposition of fresh tax, such fresh tax on account of implementation of GST Act and Rules.

    (ii) The original MRP shall continue to be displayed and the revised price shall not overwrite on it.

    (iii) Manufacturers / packers / importers shall make at least two advertisements in one or more news paper in this regards and also by circulation of notices to the dealers and to the Director Legal Metrology in the Central Government and Controller Legal Metrology of the State/ UTs, indicating the change in the price of such packages.

    2. Under sub rules (3) of rule 6 the Legal Metrology (Packaged Commodities) Rule, 2011, “for the reducing the MRP, a sticker with the revised lower MRP (inclusive all taxes) may be affixed and same shall not cover the MRP declared by the manufacturer/packer /importer as the case may be, on the label of the packages”.

    3. Any packaging material or wrapper which could not be exhausted by the manufacturer /packer/importer prior to 1st July 2017, may be used for packing of material up to 30th September 2017 or till such date the packing material or wrapper is exhausted, whichever is earlier after making corrections required in retail sale price (MRP) on account of implementation of GST by way stamping or putting sticker or on line printing.


    National Consumer Helpline 
    Centre for Consumer Studies , Indian Institute of Public Administration
    Toll Free : 1800-11-4000 or Short Code : 14404 (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

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