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

Issue No:6/IIPA   
June 2015
Inside the issue


  • Call Statistics
  • Convergence
  • Feedback Survey
  • Words of appreciation


    Consumer Kaleidoscope
    Recent announcements for consumers
    Events Gallery

    Glimpses of National Consumer Helpline .



    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 Experts:
    • Dr. Prem Lata
    • Mr. Prabhat Kumar

    Designing & Development:
    • Mr. Ashish Kumar Gaur

    Jago Grahak Jago



    You are reading of the sixth issue of Year 2015 from IIPA.

    National Consumer Helpline The 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.

    Glimpses of National Consumer Helpline

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

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    Continual Consumer Education is the in-house training programme that keep counsellors abreast with latest changes in rules, regulations, directives, recent judgement on consumer related complaints & probable solutions.

    • In June 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 14166 out of which 9383 calls were handled at the Toll free number and 4783 complaints were reported on the NCH - Online Complaint Management System.

    • The NCH Website has registered a record total hit count of 4, 15, 359 in June. This is the highest hit counts we have received over in a month. There were 42,069 'unique' visitors to the website, and on an average, each visitor spent around 5.41 minutes. Complaints registered on the website for various products and services were 4783. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself.

    • Consumer Detriment : In June 2015, Consumer detriment has been computed at Rs. 33,63, 42, 024 for 5151 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 3598 complaints were received from Convergence companies in June 2015. Total responses directly from consumers and companies are 3688.

    • 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 4.1 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 five sectors, which account for the higher value of estimated consumer detriment are (In descending Order) – Real Estate, Automobiles, Consumer Durables, Medical Negligence, and Motor Vehicle Insurance. Consumer Detriment totaled Rs. 33,63,42,299. The other sectors estimated are: Insurance – Life, General, Health, E-Commerce 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 is also working 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 3598 complaints. Feedbacks on 90 complaints, not part of ‘convergence’, were received directly from the complainants.

    Evaluation of Responses from Convergence Companies

    The dipstick feedback, which has now been implemented for more than a year, has yielded an average of 74% resolution. A dipstick feedback is a quick survey, which gives a general feel rather than statistical probabilities. At NCH we randomly call up complainants whose problem has been responded to by the Convergence companies to ascertain whether the feedback given by the company on the complaint is corroborated by the complainant and the complainant is satisfied. In case he still wants to move to the consumer forum, he is guided to do so by NCH. The resolution sector wise is as follows;-

    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 calls being made to NCH requesting them to evaluate their experience of our counseling service

    On analysis, Consumer satisfaction averages 4.1 out of 5 for the month of June 2015, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

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

  • Procedure for execution of Consumer Court Order- Role of Police & court.

  • It’s often a complaint that execution of consumer court order is more difficult than obtaining order. Consumer needs to understand the entire process of execution and help himself by prompt action and alertness. In very few cases judgment debtor implements the order on its own except for Government offices. Mostly difficulty is faced in cases of private parties .Authorities or statutory bodies either file an appeal or process note for approval and execution .Sooner or later, the order is executed after some persuasion. Consumer must remember that persuasion from his end is very necessary.

    Consumer needs to send copy of the order to the opposite party immediately requesting them to implement the order although the court also sends certified copy to both the parties .One month period from the date of receipt of certified copy is available to the judgment debtor for implementing the order, hence complainant may pursue with the party in between if desired. Complainant becomes entitled to file execution petition after expiry of one month time. Consumer forum, after receiving the execution petition, sends notice to the opposite party which either gets served or comes back unserved with remarks such as- ‘person not available’, ‘address not correct’, or at times ‘refused’. Often it is found that notice is avoided “Consumer must insist the court to give him ‘dasti’ notice also which he can personally also go and serve forum generally gives ‘dasti’ notice. By personal visit also if someone avoids, consumer can give affidavit stating this fact. In case consumer gives such statement on oath or notice is refused, it is presumed service made. After notice or presumed notice, court needs to send summons through police. At times it happens that consumer is not alert or does not insist and notice is given time and again .At this stage once notice is successfully served ,next action is warrants ,and again failing appearance before the court non-bailable warrants and then arrest. In case person not found, court can declare him absconding and police can arrest him as and where found. . Now forum can send the person to jail for up to three years and may also fine him up to ten thousand rupees for non-compliance of the order. Remember, even after the above punishment under section 27 of the consumer protection act, the order is yet to be complied with. It cannot be wiped away by punishment.

    Further, consumer has a choice to ask for certificate of order and may go to revenue department for compliance under section 25 of the act. Revenue department can recover the dues as is done in recovery of dues in other matters and can also attach property of judgment debtor. Since revenue department has enough infrastructures available, consumer can go and pursue the revenue department also, for compliance of the order.

  • IRDAI has directed insurance companies to be transparent in health claim settlement.

  • Every TPA /Insurer is directed by Insurance Regulatory and Development Authority of India (IRDAI) to put in place the following procedures and necessary discloser need to be made to the Policy-holder OR the Claimant:

    • The actual Bill (amount) raised by the hospital, along with the agreed discounts in the final hospitalization bill.

    • Where the admissible claim amount is more than the Sum Insured, the agreed discount shall be effected on the Gross Amount raised in the Bill. Accordingly, the Policy Holder OR Claimant should bear only the cost over and above the eligible Claim amount.

    • In case of Policies having Co-payment OR the Deductibles condition, that should be effected only after netting of the discounts offered by the hospitals, if any.

    • Every discount received OR agreed to be received from the hospital is to be passed on to the Policy Holders or the Claimant in absolute monetary term.

    BENEFITS to the Consumer/ Claimant/ Insurance Policy Holders: It adds to transparency in the procedure of claim settlement and appropriation of the Hospitals Discounts. These guidelines are applicable on both types of claims: Cash less service as well as reimbursement basis. These procedures are declared effective on 23rd June’15 vide the IRDA Notification IRDA/ TPA/ MISC/CIR/117/06/2015 available on IRDAI site.

  • IRDAI Changes in the license system for Insurance agent

  • Earlier, the insurance regulators IRDAI use to grant license to a person to become an agent of an insurance company. However, with effect from 1st April’15, the appointment of agents is given to the insurance companies. So the whole licensing system has been changed as per IRDAI notification. Insurance Regulatory and Development Authority of India (IRDAI) has permitted the insurance companies can appoint individual agents on their own from 1st April’15.

    Impact on Customer Service:

    Now, an agent cannot claim to be an IRDAI Authorized Insurance Advisor, so mis-selling in the name of IRDAI will be reduced. So, in case of complaint against an Insurance Advisor, the respective Insurance Company {who has appointed him as Insurance Advisor} will be responsible.


    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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