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

Issue No:03/IIPA   
March 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

On World Consumer Right Day, NCH organized a Workshop on Safe & “Healthy food: Antibiotics off the menu” and “Consumers & Financial market: Risks & Returns” at IIPA on 15th March 2016. .



To seek information, advice and guidance on consumer problems

National Consumer Helpline

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or SMS your name and city to
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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 third 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.


On World Consumer Right Day, NCH organized a Workshop on Safe & “Healthy food: Antibiotics off the menu” and “Consumers & Financial market: Risks & Returns” at IIPA on 15th March 2016.

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Apna Radio CR 90.4, airing a programme on Consumer Awareness and the role of NCH in enpowering Consumers on 21st March 2016. Apna Radio is the Community Radi Station of the Indian Institute of Mass Communications, New Delhi. NCH participants in this programme are Mr Sanjeev Talwar and Ms Seema Mishra

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  • In March 2016, the dockets made/ updated of calls, SMS and complaints received online at the NCH website were 17,854 out of which 12, 865 calls were handled at the Toll free number and 4989 complaints were reported on the NCH - Online Complaint Management System.. This is the highest count that NCH has handled in its 11 years of operation.

  • The NCH Website has registered total 4989 complaints regarding various products and services. 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 March 2016, Consumer detriment has been computed at Rs. 43,53,11,607 for 5993 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 5420. Responses to 3960 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 4050.

  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.01 out of 5. The score reflects well on the services provided.
  • .
  • PG Portal Complaints :Over the last two months, the helpline has been responding to queries forwarded to it by Department of Consumer Affairs on the PG Portal ( on regular basis. This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances.
Geographical Distribution: 
The number 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 E-Commerce, Consumer Durables 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, Banking, Automobiles, Consumer Durable and e-Commerce and Banking. Estimated Consumer Detriment totaled Rs. 43, 53, 11, 607. The other sectors estimated are: Legal, Medical Negligence, Insurance (Life, General, Health, Motor Vehicle), 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 114 responses received, Consumer satisfaction averages 4.01 out of 5 for the month of March 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 3560 complaints. Feedback of 90 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)

  • Second complaint after first complaint is dismissed before the Consumer Forum is permitted says Supreme Court of India.

  • Rule of prohibition contained in Order 9 Rule 9(1) of CPC cannot be extended to proceedings before District Forum or State Commission. This is because civil procedure code is not applicable to consumer forums except for a few provisions permitted under sction13 (2) of the act. Hence it is held by the apex court that second complaint is maintainable when first complaint was dismissed in default for non-prosecution.

    This order was passed in the matter of Indian Machinery Company V/S Ansal Housing & Construction Company which had come before the Supreme Court civil appeal no 557 of 2016 decided on 17.1.2016. This was the case which had come in revision before the National Commission in the matter between Ansal Housing And Construction Ltd V/S Indian Machinery Company against the order 22.03.22013 from Delhi State Consumer Dispute Redressal Commission FA No 800/2009. Complainant stated before the National Commission that the complaint earlier filed before the forum was dismissed on 29.8.2007 because of non –appearance. It was further submitted to consider earlier complaint no 307/2007 as part and parcel of this case for the sake of documents attached and proceed this case from the stage the earlier complaint had been dismissed.

    The first question before the commission was to decide whether second complaint on the same fact can be maintained under he given circumstances. It was held that there is no provision in the law for second complaint on the same facts once it is dismissed in default. The same matter has now come before the Supreme Court and it is held by the Apex court:

    Relied upon the case of New India Assurance Co.V R.Srinivasan and is of the view that:

    1. There is no provision of filing complaint for the same cause on the same issue once complaint has been dismissed in default for non-prosecution but at the same time there is no prohibition also for the same in the consumer protection act 1986.

    2. The prohibition clause of order 9 rule 9 is not applicable to consumer matter as consumer forums follow summery procedure and not CPC

    3. Apex court in number of cases has directed that interpretation of clauses should be made looking into the purpose of law and consumer protection act being consumer welfare act,consumer should not be deprived of natural justice.

    4. Rules 15(6) made by National commission do not prohibit second complaint if dismissed in default.


    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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