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

Issue No:07/IIPA   
July 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Shri Ram Vilas Paswan, Hon’ble Minister of Consumer Affairs, Food and Public Distribution along with Shri C. R. Chaudhary, Hon’ble Minister of State visited the National Consumer Helpline on 12th July 2016. .



To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free no.


(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 Expert:
• Mr. Prabhat Kumar

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago



You are reading of the seventh issue of Year 2016.

National Consumer Helpline - a project of the Union Ministry of Consumer Affairs operates under the Centre for Consumer Studies at Indian Institute of Public Administration. 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 consumer by:

- Alternate Dispute Redressal system (ADR): Guide consumer on how to get their grievance redressed. Also forward complaints to 200+ convergence companies for resolution and redress, 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.

- Advocacy: Based on the analysis of data of calls at NCH and trends that show up specific type of complaints affecting a large number of consumers is highlighted to the organization and to DCA, and the information is shared with consumers on various platforms.


Shri Ram Vilas Paswan, Hon’ble Minister of Consumer Affairs, Food and Public Distribution along with Shri C. R. Chaudhary, Hon’ble Minister of State visited the National Consumer Helpline on 12th July 2016. A Presentation was given to explain NCH functioning and operation.

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Department of Consumer Affairs organized a ‘Conference on Partnership with Industry for effective and timely consumer grievance redressal’ on 12th July 2016 at New Delhi. National Consumer Helpline made a presentation, urging corporate to be a partner in the Convergence programme.

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  • In July 2016, the dockets made/ updated of calls, SMS and complaints received online at the NCH website were 19,040 out of which 14, 078 calls were handled at the Toll free number and 4962 complaints were reported on the NCH - Online Complaint Management System.

  • The NCH Website has registered total 4962 complaints regarding various products and services of Convergence Partners of NCH. Complaints received on the website are responded to by the convergence companies on the NCH online complaint handling module in the website itself.

  • Convergence : The Grievance Resolution Management System of companies who have registered with NCH voluntarily. Complaints sent to these companies were 8027. Responses to 7145 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 7308.

  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.15 out of 5. The score reflects well on the services provided.
  • .
  • CPGRAMS complaints:Over the last seven months, the helpline has been responding to complaints forwarded by Department of Consumer Affairs 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 five states in descending order are Uttar Pradesh, Delhi, Maharashtra, West Bengal and Rajasthan.

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Major Sectors: 
The top five sectors for which calls were received are Consumer Durables, E-Commerce, Telecom, Banking and Automobiles.
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Counselling Satisfaction Index:
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 of the 152 responses received Consumer satisfaction averages 4.15 out of 5 for the month of July2016, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

Besides consumer awareness, NCH also works towards 'making Corporates 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 accessed by the nodal person (SPOC) at each company who is also responsible for uploading the responses. Responses received were for 7145 complaints. Feedback of 163 complaints, not part of ‘convergence’, were received directly from the complainants.

Words of appreciation
(reproduced as received)
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(Recent announcements in Consumer Interest)

  • ‘Gold Loan from NBFCs – it’s faster, but not transparent.

  • Borrowing against gold is attractive because few questions are asked. The lender does not ask you to disclose your income, produce a salary-slip or worry about your credit score or credit report. However, like every other loan, lenders charge a processing fee, valuation charge, late payment penalty and pre-payment penalty, all of which add to the costs. Unfortunately, each lender has a different set of charges, and not transparent.

    Even a RBI working group found that the borrower is generally not clear about the gold price used for valuing the ornaments. Most non-banking finance companies (NBFCs) claim that they offer a loan of 70%-75% of the market value of gold item. However, when we asked for the exact amount, we were told that only once they see the jewellery, they would be able to give the exact loan to value that can be availed. The RBI working group also found that the format and content of documentation followed by each NBFC appear to be different, although each one of them claims to be giving a pawn ticket and loan agreement copy to the borrower. But when they spoke to complaining borrowers, they found that the pawn tickets do not contain the specific details of the jewels pawned, their weight in grams and the assessed value of the jewels. It does not contain complete details of the annualised rate of interest, maturity period of loan, details of auction procedure in case of default, any other charges, or the maturity period of the loan, etc.

    The procedure relating to auctioning of jewels is not transparently explained to the borrower. Even though the borrower is informed by the NBFCs about the auctioning of their jewels, the borrower is not informed where and when the jewels are auctioned. So, the Consumer who are Gold Loan Borrower need to be aware of the pit-falls to avoid any damage.



    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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