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IIPA
 

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

 
Issue No:7/IIPA   
July 2015
 
Inside the issue

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Snapshots
  • Call Statistics
  • Convergence&feedback
  • C S Index
  • Words of appreciation
  •  

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    Consumer Kaleidoscope
    Recent announcements for consumers
       
    Events Gallery


    Glimpses of National Consumer Helpline .

     

    Contact

    To seek information, advice and guidance on consumer problems

    Contact
    National Consumer Helpline

    Toll Free no.

    1800-11-4000

    (All Working days - Mon-Sat, 09.30 AM to 05.30 PM )

    or 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
    • 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
     






     

    CONSUMER VELOCITY @ NCH.

    You are reading of the seventh issue of Year 2015.

    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.

    EVENT GALLERY:  
    Glimpses of National Consumer Helpline

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    National Consumer Helpline operates from the Indian Institute of Public Administration in spacious premises.

    image ..

    Ms. Deepika Sur, Project Manager- NCH delivering a lecture on the ‘Role of Consumer Helpline in Consumer Protection and Empowerment’ for the ‘18th Training of Trainers Programme for the Faculty Members of Training Institutions on Consumer Protection and Consumer Welfare’ at IIPA .

    SNAPSHOT  
    • In July 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 14097 out of which 8683 calls were handled at the Toll free number and 5414 complaints were reported on the NCH - Online Complaint Management System.

    • The NCH Website www.nationalconsumerhelpline.in has registered a record total hit count of 5, 07, 113 in July. This is the highest number of visits that we have had in any month. There were 48,673 'unique' visitors to the website, and on an average, each visitor spent around 6.13 minutes. Complaints registered on the website for various products and services were 5414. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself.

    • Consumer Detriment : In July 2015, Consumer detriment has been computed at Rs. 31, 36, 32, 922 for 4626 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. Responses to 3632 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 3718.

    • Dipstick Feedback on responses from Convergence Companies: A quick survey, which gives a general feel than statistical probabilities. At NCH we randomly call up complainants whose problem has been responded to by the ‘Convergence’ company to ascertain whether the response given by the company on the complaint is corroborated by the complainant and the complainant is satisfied. In case, the complainant is not satisfied and wants to move to the consumer forum, consumer is guided to do so by NCH.
    • .
    • Counselling Satisfaction Index: The feedback scores of the counseling services provided by NCH is 4.15.out of 5,where 5 stands for very satisfied and 1 stands for extremely dissatisfied.
    Geographical Distribution: 
    The numbers of calls received from top five states in descending order are Delhi, Uttar Pradesh, Maharashtra, Haryana and West Bengal.

    image loading for Percentage of calls State wise...

    Major Sectors: 
    The top five sectors for which calls were received are – Consumer Durables, Telecom, E-Commerce, Banking and DTH/Cable.
    image loading for Percentage of calls Sector wise...
    Consumer Detriment:
    The top four sectors, which account for higher value of estimated consumer detriment are in descending Order – Real Estate, Automobiles, Consumer Durables and Medical Negligence. Consumer Detriment totalled Rs. 31,36,32,922. The other sectors estimated are: Insurance (Life, General, Health), E-Commerce, Education, Banking, Travel & Tours, Legal, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, Drugs & Cosmetics and Food safety.
    image loading for Consumer Detriment...

    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 nodal person (SPOC) at each company is responsible for uploading the responses. Responses received were for 3632 complaints. Feedbacks of 86 complaints, not part of ‘convergence’, were received directly from the complainants.

    Dipstick Feedback on responses from Convergence Companies:

    A quick survey randomly done with complainants who have received a resolution from the Convergence company averages 85%.

    image  ...

    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, Consumer satisfaction averages 4.15 out of 5 for the month of July 2015, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.




    Words of appreciation
    (reproduced as received)
    image loading for Words of appreciation ...
    CONSUMER KALEIDOSCOPE
    (Recent announcements in Consumer Interest)


  • Commercial Purpose in Housing Sector is not a consumer complaint says National Consumer Redressal Commission

  • So far we had been discussing commercial purpose in the light of various judgments pronounced by the apex court because no specific definition has been given in the act .Courts are discussing the matters comparing with self livelihood and often distinguish them on the yardstick of profit and loss, quantum of business etc. In housing matters, property purchased for commercial activities, malls industry etc. are treated out of consumer court jurisdiction as they are clearly for commercial purpose. Now the question has been raised on residential property also if they are purchased for earning profit. With the passage of time, people do invest their money in other than normal business activities and one such area chosen is investing in properties which attract huge benefits. This is the new investment mode under scan of courts and recently National Commission has refused to entertain a case of deficiency in services to a complainant who has alleged against the builder for not giving possession in the specified period. National Commission observed that booking of more than one flat or flats in various builders’ schemes are a commercial activity for the purpose of profit and resale and not for residential purpose.

    National Commission has decided a case in the matter between DLF Limited &others and Abdul Azam, Abdul Basit, Abdul Waseem, 11(2015) CPJ344 (NC) on 05.02.2015 on the above issue wherein appeals in six cases decided by the Honorable State Commission of Delhi had been filed. The question of jurisdiction of the consumer courts is the main plea contending complainant is not a consumer as the purchase of flat was meant for commercial purpose. VISBA is a partnership firm; three partners of the firm are complainants against DLF Universal Ltd for deficiency in services for non delivery of flats within the specific time. All the three partners booked flats for the purpose of gain and yielding more benefit which could be proved from a letter written by the firm on their letterhead and admitted that all investment was made for multiplying money. Not only this, it was also contended in the letter that they were regular investors in properties and they have properties with DLF -Regency park, Richmond park, Shopping mall and Super mart.

    On the basis of this admission, National Commission held that if more than one flat is booked, it is treated as booking for investment purpose, even if the nature of property is residential.

     

    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)  
    Website: www.nationalconsumerhelpline.in

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