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

Issue No:6/IIPA   
June 2017
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

21st TOT : Training of Trainers Programme.




To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free no.

1800-11-4000, 14404

(All Working days)
09.30 AM to 05.30 PM
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
• Ms. Sunita Manik

Sector Expert:
• Mr. Prabhat Kumar
• Ms. Payal Choudhry

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago


You are reading of the Sixth issue of Year 2017.

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. Keeping in view the increasing demand of NCH services by consumers, the Department of Consumer Affairs in October 2016 increased the capacity of NCH, and, at present 60 telephone Lines are available to consumers to call and register their complaints.

The web portal developed by NIC is being used to record and handle 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 on three month back.

- Alternate Dispute Redressal system (ADR): NCH provides a platform to 250 convergence companies for resolution and redressal of customer complaints, as per the policy of the company. Industry interactions are platforms for open communication.

- Information & guidance: NCH provides information to consumers on Products, Services, Company addresses, Ombudsman, Regulators and consumer forums. Counselors of NCH provide information as per the stage of the complaint – Tier 1, 2 or 3. Information is also provided for Standards Hallmark, ISI etc as well as for services like RTI, PAN card, UIDAI, Financial Inclusion programs etc

- 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 by NCH.

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


21st TOT : Training of Trainers Programme.

21st Training of Trainers Programme was held for faculty members of training institutions on Consumer protection and Consumer welfare .The participants visited National Consumer Helpline on 14th june to understand the working and operation.

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  • In the month of June 2017, National Consumer helpline registered 36,168 dockets on the Website - Out of 36,168 complaints, 23,420 complaints were handled at Toll free number, 1413 calls were made to SMS received, and 10795 complaints were registered on Website,and 176 complaints were reported through “Consumer App” .On the web chat facility 2386 user’s queries were handled. On an average 200 users are contacting NCH per day through web chat. Convergence: 13498 complaints were registered for Convergence companies and 7197 responses were received from them.The Website has registered a hit count of 2,01,914 during the month.

  • CPGRAMS complaints: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 month, NCH has received 857 complaints (include C/F from last month) and has redressed 528.
Geographical Distribution: 
The numbers of calls received from top ten states in descending order are Maharashtra, Uttar Pradesh, Delhi, West Bengal, ,Rajasthan, Karnataka, ,Gujarat, Madhya Pradesh, Haryana and Bihar.

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Major 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 250 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. 13498 complaints were registered against convergence companies and 7197 responses were received from them in the month. Resolution provided by them could be partial, complete or jist consumer education.


(Recent announcements in Consumer Interest)

  • RBI Released fresh lot of Re One Notes

  • New Re. 1 denomination currency notes with Rupee symbol and the inset letter ‘L’

    The Reserve Bank of India has already put into circulation currency notes in one rupee denomination. The notes have been printed by the Government of India.

    These currency notes are legal tender as provided in The Coinage Act 2011. The existing currency notes in this denomination in circulation will also continue to be legal tender.

    The design of the One Rupee Currency Notes has features like:.

    (1) Obverse:

    (a) It contains the words ‘BHARAT SARKAR ’ in Hindi above the words “Government of India” with the bilingual signature of Shri Shaktikanta Das, Secretary, Ministry of finance and with the replica of New Rupee One coin with ? symbol of 2017 issued with ‘SATYEMEV JAYATE’ in Hindi and capital insert letter ‘L’ in numbering panel.

    (b) The numbering shall be in black at right hand bottom portion of the Note in ascending size of numerals from left to right, while the first three alphanumeric characters(prefix) remains constant in size.

    (2) Reverse: It contains the words ‘BHARAT SARKAR ’ in Hindi above the words “Government of India” with the year 2017 on the representation of One Rupee coin with ? symbol having floral design and the surrounding design consists of the picture of ‘Sagar Samrat’ the oil exploration platform and with the authentic rendering of value in fifteen Indian languages in language panel with the year figure shown on the centre bottom in English digits.

    (3) Overall Colour Scheme: The colour of One Rupee Currency Note is predominantly pink green on obverse and reverse in combination with others.

    (4) Multi tonal Watermarks as Security features :

    (i) Ashoka Pillar in the window without words “SATYEMEV JAYATE”’
    (ii) Hidden Numeral ‘1’ in the centre
    (iii) Hidden Word ‘BHARAT ’ in Hindi vertically arranged on right hand side.

    However, these old One Re Notes will continue to remain in circulation and continue to remain as legal tenders.

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  • Newspaper should not be used as Food Packaging Material
  • Use of newspaper for wrapping, packing and serving food is a common practice in India. However, this is a food safety hazard. Wrapping food in newspapers is an unhealthy practice and the consumption of such food is injurious to health, even if the food has been cooked hygienically. It is common practice to use newspaper as food packaging material by small hotels, vendors and also in homes instead of absorbent paper.

    Recycled newspaper and Cardboard used in food packaging materials often causes migration of mineral oil into food. Benzidine is a known carcinogen, and dyes derived from it are used in printing inks and paper. The dyes can leach chemicals when food are packed and can metabolize into carcinogenic compounds. A number of other ingredients and chemicals are also added to produce the newspaper ink. These include dyes and pigments, which can be organic or inorganic in nature, as well as other additives such as paraffin or wax to help the newspaper ink dry faster.

    Mineral oils are commonly used in inks, used in newspaper printing and if foods are packed in carton board prepared from recycled fibers then there may be the potential for them to migrate to the foods. Migration of selected ink components such as photo-initiators and plasticizers from printed food-packaging materials into foodstuffs also occur. News paper and even paper/cardboard boxes made of recycled paper maybe contaminated with metallic contaminants, mineral oils and harmful chemicals like phthalates which can cause digestive problems and also lead to severe toxicity.

    Food contaminated by newspaper ink raises serious health concerns since the ink contains multiple bioactive materials with known negative health effects. Printing inks may also contain harmful colors, pigments, binders, additives, and preservatives. Besides chemical contaminants, presence of pathogenic microorganisms in used newspaper also poses a potential risk to human health.Older people, children & people with compromised vital organs & immune systems are at greater risk of acquiring cancer related health complications, if they are exposed to food packed in such material.

    Newspaper should not be used to wrap, cover, and serve food or to absorb excess oil from fried food. So, there is an urgent need to discourage the use of news paper as food packaging material especially in the unorganized food sector and Indian households to control its harmful effects.

    Source: Advisory_Restriction_Newspaper_Packaging_Material_07_12_2016.pdf

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    National Consumer Helpline 
    Centre for Consumer Studies , Indian Institute of Public Administration
    Toll Free : 1800-11-4000 or Short Code : 14404 (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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