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

Issue No:06/IIPA   
June 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Ms. Madulika P Sukul , Additional Secretary , Department of Consumer Affairs, visited National Consumer Helpline on 12th June 2016 to understand the operations and functioning of NCH in resolving consumer grievances. .



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 sixth 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.


National Consumer Helpline Team received appreciation on the good performance in resolving consumer grievance received on the CP GRAMS portal of Govt. of India by Shri. Anil Bahuguna, Joint Secretary, Department of Consumer Affairs, Govt of India on 6th June 2016.

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Ms. Madulika P Sukul , Additional Secretary , Department of Consumer Affairs, visited National Consumer Helpline on 12th June 2016 to understand the operations and functioning of NCH in resolving consumer grievances.

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  • In June 2016, the dockets made/ updated of calls, SMS and complaints received online at the NCH website were 19,487 out of which 14, 514 calls were handled at the Toll free number and 4973 complaints were reported on the NCH - Online Complaint Management System. This is the highest count that NCH has handled in its 11 years of operations.

  • The NCH Website has registered total 4973 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.

  • Consumer Detriment :In June 2016, Consumer detriment has been computed at Rs. 54,89,1,804 for 7174 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. Complaints sent to these companies were 7693. Responses to 6546 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 6663.

  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.22 out of 5. The score reflects well on the services provided.
  • .
  • CPGRAMS complaints:Over the last five months, the helpline has been responding to complaints forwarded by Department of Consumer Affairs on ( on regular basis. 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 Haryana.

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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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Consumer Detriment:
The top five sectors, which account for the estimated consumer detriment, are in descending Order – Real Estate, Automobiles, Consumer Durable, e-Commerce and Life Insurance. Estimated Consumer Detriment totaled Rs. 54,89,1,804. The other sectors estimated are: Banking, Education Medical Negligence, Insurance (General, Health, Motor Vehicle), ecommerce, Legal, Airlines, Education, Travel & Tours, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal Metrology, Railways, DTH/Cable, Drugs & Cosmetics and Food Safety.
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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 94 responses received Consumer satisfaction averages 4.22 out of 5 for the month of June 2016, 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 6546 complaints. Feedback of 117 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)

  • ‘Salient features for consumers to know of Sukanya Samriddhi Yojana’

  • Salient features of Sukanya Samriddhi Account:

  • Only one account can be open in the name of a girl child.
  • Account can be open with the minimum deposit of Rs. 1,000 and maximum 1.5
  • Lacs per year deposit.
  • Interest rate for this account is 9.1% compounded annually.
  • Money deposited under this account is for 14 years.
  • Parents can open this account for maximum 2 girl child. If twins then 3rd allowed.
  • Passbook available for Sukanya Samriddhi Account.

      Documents required to open Account under SSY:

    • SSY A/C opening form along with
    • Birth Certification of girl child.
    • Identity Proof
    • Address Proof.

      Where this Account under SSY can be opened:

    • Only at designated branches of Public or Private Sector Banks and Indian Post Office.

      Benefits of SSY:

    • Higher interest rates
    • Payment on maturity to girl child
    • Transferable anywhere in India
    • Flexible Deposit- min-1000 max.2.5 lac
    • Tax Benefits - Income tax rebate
    • Interest paid even you can't closed account on maturity
    • Girl child also operate this account after age of 10 years

      Which is best: PPF or SSY?

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    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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