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

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



Snapshot of activities


CPGRAMS Complaints


GST - Nature of Complaints



Consumer Kaleidoscope
Events Gallery

Nepal Delegates visit NCH on 19th July 2017




To seek information, advice and guidance on consumer problems

National Consumer Helpline

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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 handle and record 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 three month back.

Information & guidance: NCH advises, guides and handholds the aggrieved consumer and makes efforts to get his complaint resolved. It provides a platform to escalate complaints to companies for redress and resolution.NCH advice depends on the stage exhausted by complainant and the resolution expected by him.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 265 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 emerge through analysis are highlighted to the Department of Consumer Affairs.

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


Nepal Delegates visit NCH on 19th July 2017

Nepal Delegates Shri Mohan Krishna Sapkota Secretary(Ministry of General Administration, Govt. of Nepal),Shri Shib Ram Nyopane, Joint Secretary, Shri Namraj Ghimire, Under Secretary, Shri Kiran Joshi, Section Officer visited NCH on 19th July to know about National Consumer Helpline and its working.

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Complaints Registered

From 16th -31st July 2017, National Consumer helpline registered 21,682 dockets. Out of 21,682 complaints, 14,773 complaints were handled at Toll free numbers ,1092 calls were made to SMS received, 5839 complaints were registered on the Website, and 157 complaints were reported through “Consumer App” .On the web chat facility 2527 users queries were handled.

State-wise Dockets Registered: 

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

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Major Complaint Sectors: 

The top five sectors for which calls received are E-Commerce, Telecom, Electronic Products , Banking and Consumer Durables.
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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 265 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. 8217 complaints were registered against convergence companies and 3252 responses were received from them in the month. Resolution provided by them could be partial, complete or gist consumer education. The Website has registered a hit count of 91,688 during the month.

• For the week 14th-21st July 2017 : Packers & Movers

176 complaints were received, out of which 61% complaints are primarily of missing or damaged items .Although advance payment is taken,companies are not delivering items ,do excess billing, donot mention tax amount on the bill ,taking insurance premium amount but not giving the claim amount to consumer. In the emerging complaints category accounting for 22%,Complaints are related to automobile vehicles been driven a certain distance, issues related to unloading of booked items.

• For the week 21st to 28th July 2017: Telecom
4739 complaints were received. where 18 % complaints relate to deficiency in tariff plans offered by different service providers , not able to port from one operator to another , amount of data used on prepaid and post paid connections, slow internet speed , balance getting deducted without activation of any service. 15% calls are of unsatisfactorily redressal of complaints by service providers .where in customer care is not responding the complaints, or their number is blocked by Customer Care. 11% calls are related to network issues, call drop issues and not getting the promised data speed.

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 period 16-31st July 2017 , NCH has received 356 complaints (include C/F from last month) and has redressed 187

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 16th-31st July 2017)
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(Recent announcements in Consumer Interest)

  • Nutraceutical: Bridging the gap between Food & Medicine

  • Nutraceutical is the hybrid of ‘nutrition’ and ‘pharmaceutical’. Nutraceuticals, broadly, are food or part of food playing a significant role in modifying and maintaining normal physiological function that maintain healthy human beings.FSSAI has notified the Food Safety and Standards (Health Supplements, Nutraceuticals, Food for Special Dietary Use, Food for Special Medical Purpose, Functional Food and Novel Food) Regulations, 2016 in the Official Gazette on 23 December 2016, FSSAI has stipulated that Food Business Operators will need to comply with these regulations from 1 January 2018.

    Need of Nutraceuticals:

    The quality of life in terms of income, spending and lifestyle has improved with economic development. However, it has also thrown up a major challenge in the form of 'lifestyle diseases'. The first victim of this lifestyle change has been food habits. In recent years, a new diet health paradigm is evolving which places more emphasis on the positive aspects of diet. The new lifestyle adopted by people today has changed basic food habits.Less physical work, more of desk jobs have made people vulnerable to lifestyle arrangements. Consumption of junk food has increased manifold leading to a number of diseases caused due to improper nutrition. Obesity is now recognized as a global issue. Heart disease continues to be a primary cause of death followed by cancer, osteoporosis, arthritis and many others. Consumers are becomefrustrated with the expensive, high-tech, disease-treatment approach in modern medicines are seeking complementary or alternative beneficial products. Stressful lifestyles, hectic schedules & lack of time to cook meals at home is resulting in the demand for external dietary supplements. Nutraceuticals can play an important role in controlling them. No wonder more & more people are turning to nutraceuticals.The entire category of Nutraceuticals is divided into Functional Foods, Functional Beverages and Dietary Supplements. Functional Foods include food products such as functional cereals, vegetable oils, nutrition bars, biscuits, breads, yogurt & others. Functional Beverages include various drinks like fruit juices, milk, tea, coffees, and energy drinks with added functional ingredient. The dietary supplement market covers vitamins & minerals, herbal supplements, protein supplements & chavanprash.


    • May increase the health value of diet.
    • May help in providing long life.
    • May help to avoid particular medical conditions.
    • May provide a psychological benefit of doing something beneficial for oneself.
    • May be perceived to be more “natural” than the medicines taken.
    • May be a good option for people with special nutritional needs

  • National Company Law Tribunal (NCLT) as the single authority for all Company matters.
  • The Company Law Board, has now became The National Company Law Tribunal (NCLT) as the single authority for all schemes relating to restructuring and was constituted on 1st June’16, by the Ministry of Corporate Affairs,. As per Gazette notification on 29th June’17 The Companies Act of 2013 envisages a paradigm shift in the process of reconstruction/re-organisation. It will improve the working of many Companies as well as NBFCs.

    It provisions that all the powers and functions of the High courts, Company Law Board, the BIFR under the Sick Industrial Companies Act shall henceforth be exercised by the NCLT. Establishment of a single forum, which is dedicated to corporate matters removes the problem of multiple regulators.

    The National Company Law Tribunal (NCLT) will assume the jurisdiction of high courts in context of restructuring schemes .It is a commendable step in the direction of simplifying court’s approved merger/amalgamation/compromise processes which include relaxation of mandates in the case of mergers of small enterprises, holding companies and their wholly owned subsidiaries etc.

    This liberalization will ease the burden of regulatory authorities and do away with lengthy implementation timelines, especially in the present times when a strengthened focus on business is the key aspect to be achieved


    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

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