NCH
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IIPA
 

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


 
     June 2018  
                          The monthly e-newsletter from the National Consumer Helpline
 
Inside the issue

 

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Snapshot of activities

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CPGRAMS Complaints

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Goods & Service Tax

 

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Consumer Kaleidoscope
   
Events Gallery

Additional Secretary Ms Shefali Shah along with Shri Sitaram Meena Director CWF visited National Consumer Helpline

 

 

Contact

To seek information, advice and guidance on consumer problems

Contact
National Consumer Helpline

Toll Free Numbers

14404, 1800-11-4000

(All Working days)
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
• Ms. Sunita Manik

Designing & Development:
• Mr. Ashish Kumar Gaur

 
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CONSUMER VELOCITY @ NCH.

The National Consumer Helpline (NCH) is the project of the Department of Consumer Affairs, Govt. of India and operates under the Centre for Consumer Studies, Indian Institute of Public Administration New Delhi. The web portal www.consumerhelpline.gov.in is the platform to record and handle complaints received at NCH. either through phone, consumer App, letter etc. The web chat facility is also available for consumers for any query that they may have.

NCH does the following:

Information & guidance: NCH counsels, guides and supports aggrieved consumers in getting their complaints resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 439 companies as convergence partners. Convergence partners are across the spectrum of sectors like Banking, e-commerce, telecom, consumer electronics, higher education etc.

Big Data Analytics: Analysis of data helps in knowing trends - sector wise, time wise and the different patterns that emerge from analyzing and stratification of the data collated.

Research & Advocacy: Based on the analysis done, specific type of complaints affecting a large number of consumers is highlighted to the organizations. Also, advocacies are brought out to sensitize Regulators and Departments on various pain points of consumers.

EVENT GALLERY:  

On 6th June 2018 Additional Secretary Ms Shefali Shah along with Shri Sitaram Meena Director CWF visited National Consumer Helpline to get a first hand understanding of the activities carried out at the helpline and the role it plays in resolving consumer grievances. Project Manager Ms. Deepika Sur gave a presentation on the functioning of National Consumer Helpline and outlined how complaints are redressed in different sectors. AS (CA) interacted with team members to understand the mechanism of handling various types of complaints received and the appropriate redress mechanism.

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2nd Training Programme for Coordinators and Advisors of Zonal Consumer Helplines on Consumer Protection and Consumer Welfare :

The Centre for Consumer Studies operating under the framework of IIPA organized a 3 days training programme from 6-8th June 2018 for 25 counselors of 5 Zonal Consumer Helplines from Ahmadabad, Bangalore, Hajipur, Jaipur and Kolkata respectively in the premises of IIPA. The training was imparted by the senior member of the NCH team comprising of the Manager, Sector Experts, Research Officer ,Web Master, Senior Counsellors, Supervisors and Market Research Associate, who covered most of the sectors with presentations, question answer sessions and examples. The training content covered the grievance handling mechanisms, detailed information on the concerned regulators, knowledge database creation and updation , as well as the nature of complaints received for different sectors .

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101th Orientation Training Programme for the Presidents and Members of the Uttar Pradesh Districts Consumer Forums:

Participants visited National Consumer Helpline on 27th June 2018 to understand and experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

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SNAPSHOT  
Data for the Period 1st-30th June 2018

  • The Website www.nationalconsumerhelpline.in registered a hit count of 2,31,800 during the month.

  • In the month of June 2018, National Consumer Helpline registered 42,879 dockets on the portal - www.consumerhelpline.gov.in. Out of the 42,879 dockets, 28,957 dockets were handled at Toll free number, 3326 calls were made to SMS received, and 11,670 dockets were registered on the Website. 75 complaints were reported through “Consumer App”. On the web chat facility, 1167 user’s queries were handled. On an average 73 users enquire at NCH per day through web chat.
State-wise Dockets Registered: 

The number of calls received from top ten states in descending order are Uttar Pradesh, Delhi, Maharashtra, West Bengal, Karnataka, Rajasthan, Haryana, Gujarat ,Madhya Pradesh and Bihar.

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the complaints are received from sector of E-commerce, Banking, Telecom, Consumer Durables , Electronics Products and Agency services.
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Companies responsible’ in resolving consumer grievances at the pre-litigation level itself, by the ‘Alternate Dispute Redressal Mechanism. Currently over 439 companies/ organizations are listed under the ‘convergence’ programme. All organisation have partnered with NCH voluntarily.

A wide spectrum of companies in sectors ranging from consumer electronics and durables to services such as Banking, Insurance, Electricity, Telecom to diversified sectors such as Automobiles, Courier, Tours & Travels 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. 17,299 complaints were registered for convergence companies.

NCH tries to resolve complaints forwarded by the Department of Consumer Affairs received on www.pgportal.gov.in. This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances. In May 2018, NCH received 601 complaints during this time period.

CONSUMER KALEIDOSCOPE
(Recent announcements in Consumer Interest)


  • The Financial Literacy Week launched by RBI commenced on 4thJune18

  • The Reserve Bank of India on 4th June’18 launched Financial Literacy Week across the country with customer protection as its main theme. The RBI focused on creating awareness among customers of banks about financial products and services, good financial practices and going digital. The emphasis is on four major consumer protection messages:

    • Know your liability' for unauthorised electronic banking transaction: in case of unauthorised digital transaction, if bank is informed within 3 days, the liability of the account holder is zero, and good practices for a safe digital banking experience.

    • Resolution of complaint pertaining to digital tansuction is to be done by the bank concerned within a period not exceeding 90 days from the date of receipt of the complaint.

    • Besides, banks have been asked to also create awareness about Banking Ombudsman scheme of the RBI.

    • Last year, the RBI’s focus was on the promotion of digital transaction. This year RBI is promoting digital transaction with focus on consumer protection.

    It will also create awareness among the consumers of financial services about their rights, responsibilities, good practices and resolution mechanism in a fast changing digital financial landscape.The Reserve Bank of India has since 2017 earmarked one week in a year as the financial literacy week, during which Bankers, Financial Literacy Counselors (FLCs) and other stakeholders participate to create awareness as consumer protection through through Print Media and electronic media.

    (Compiled by Mr. Prabhat Kumar, Sector Expert: BFSI -Banking, Financial Services and Insurance)


  • Labelling in Organic food

  • Organic food is defined as a product from the holistic farming system that makes an effort to cycle resources, promote ecological balance, and conserve biodiversity thus focusing more on a sustainable agricultural produce. The trend towards purchasing organic food is growing among people due to the awareness on the harmful effects of chemicals present in food. Simultaneously the consumer is not sure about the “Organic” status of the product purchased. Therefore to check the genuineness of organic products, Food Safety and standards (Organic Food) regulations were notified on 29 Dec, 2017. All the existing and new organic products are to be in compliance with the regulations by 1st July 2018. The consumer, before picking a product from the shelves of a retailer, must check the labeling requirements as per FSSAI.

    1. Any food offered or promoted for sale as organic food is required to carry the FSSAI organic logo either in Hindi or English.

    2. The food products certified for organic status will carry a quality assurance mark in addition to FSSAI organic logo mentioned below.

    a) The Food Product certified under National Program for Organic Production (NPOP) must bear the following logo. All food products processed or unprocessed like – rice, wheat, pulses, edible oil, honey, spices, nuts, wheat flour, rice flour, besan, biscuits etc bearing the NPOP organic logo can be sold in India certified under National Program for Organic Production (NPOP).

    b) Product certified under Participatory Guarantee System of India (PGS-India) is ideal for local direct sales or direct trade between producer and consumer and direct trade of packed finished product with PGS logo between PGS farmer group and traders/ retailers. It directly covers the sale of agricultural produce of fruits, vegetables, cereal grains like rice and wheat, pulses, oil seeds and oil, spices, tea, nuts and honey etc.It must be bear the following logo.

    3 .All organic foods shall comply with the Packaging and labeling Regulations, 2011 bearing the following details on the package –

    • Name of Food including trade name

    • FSSAI Licence No.

    • List of Ingredients

    • Nutritional information / nutritional facts

    • Declaration regarding Veg or Non veg

    • Declaration regarding Food Additives

    • Name and complete address of the manufacturer

    • Lot /Code/Batch identification

    • Date of manufacture or packing

    • Best before or Use by date

    • Instructions for use

    In case of any discrepancies , consumer can complain to –

    Tier I: Nodal Officer / Customer care of the company

    Tier II: Commissioner of Food Safety of the State / Union Territory

    Tier III: Central Food Authority, FSSAI or compliance@fssai.gov.in

    Compiled By: Dr. Mamta Prajapati,(Food) Sector Expert



  • CNG Dispenser

  • Compressed Natural Gas (CNG) fuel Dispenser are used in automobiles, transport, petroleum, and other industries for measuring quantity of gaseous fuel products for public utility. Consumer may suffer huge loss due to short delivery of fuel. CNG is used as a fuel in vehicles. Delhi is the only city in the world where 800 CNG filling stations and 11,00,000 CNG vehicles run daily

    The following on CNG fuel dispenser must be observed by the consumer .

    • Model Approval sign of Govt in the form of ( IND / 09 / 2018 / 365 )

    • Whether all mandatory descriptive markings are clearly visible on a fixed plate for stamping.

    • The indication of weight, unit price and total price corresponds with each other and related to the selected nozzle. The indications are clearly visible under any condition of day & night.

    • Sealing & Stamping provision of Metering unit, Pulsar, totalizer & display of one year validity.

    • The indication of weight, unit price and total price should with each other and relate to the selected nozzle. The indications should be in clearly visible under any condition of day & night.

    • Hoses and nozzles must be leakage free, in good condition & not exceed 5 meters in length

    • Location of Seal & Stamp with Quarter A/B/C/D, Year, Code of inspector may be confirmed.

    Preset Indications:

    • Set the dispenser to zero, Enter a preset value of weight & Check weight on Start of the delivery.

    • The delivery from the nozzle should not stop until the preset weight is reached.

    • The test can also be done for preset Price Indicator. The price will be divided by unit price to calculate the weight and it will be compared with the actual delivery shown in weight indicator.

    • Ratio of maximum and minimum flow rate of the CNG fuel dispenser shall be at least 15.

    • The MPE, for verification and re-verification will be ± 2% of the measured quantity.

    • Instant check of correct delivery of CNG by using a cylinder (10 kg) connected with measuring system and weighing scale of appropriate accuracy & graduation less than or equal to 10g.

    If any malpractice or short delivery is observe the consumer may complain to ----

    • Nodal officer of agency of the petroleum supplier ( IOC , BP, HP etc.)

    • Nodal officer(Legal Metrology) of District / zone / State where filling station is working,

    • Distt Consumer Forum

    (Compiled by Mr. J. N. Prajapati, Sector Expert: Legal Metrology)

     

    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 .
    Website: www.nationalconsumerhelpline.in
    You can also register your complaint on mobile application "Consumer App" of Department of Consumer Affairs and website www.consumerhelpline.gov.in

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