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

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



Snapshot of activities


CPGRAMS Complaints


Goods & Service Tax



Consumer Kaleidoscope
Events Gallery

17th Foundation Training Programme for Scientists & Technologists sponsored by the Department of Science and Technology, Govt. of India was organised at IIPA from January 22 to March 16, 2018 .




To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free Numbers

14404, 1800-11-4000

(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

Designing & Development:
• Mr. Ashish Kumar Gaur

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The National Consumer Helpline (NCH) is a 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 is the platform to record and handle complaints received at NCH. In addition, ‘Consumer App’, downloaded from Google Play Store, can be used to register complaints. 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 to get their complaints resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 412 companies as convergence partners. Convergence companies have got login credentials to redress consumer complaints on the portal itself. Convergence partners are across the spectrum of sectors like Bank, 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.


17th Foundation Training Programme for Scientists & Technologists sponsored by the Department of Science and Technology, Govt. of India was organised at IIPA from January 22 to March 16, 2018 . 15-20 participants of the programme visited NCH on 7/3/2018 to understand the National Consumer Helpline and its working

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In keeping with the theme of the World Consumer Rights day 2018 ‘Making Digital Marketplace fairer’ National Consumer Helpline organized an orientation workshop for the counselors on digital payments, especially to educate and help consumers. This was held on 13th March 2018

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Data for the Period 1st-31st Mar 2018

  • The Website registered a hit count of 2,11,947 during the month.

  • In the month of Mar 2018, National Consumer Helpline registered 41,769 dockets on the portal - Out of the 41,769 dockets, 29,887 dockets were handled at Toll free number, 1474 calls were made to SMS received, and 10,321 dockets were registered on the Website. 49 complaints were reported through “Consumer App”. On the web chat facility, 832 user’s queries were handled. On an average 69 users are making enquires at NCH per day through web chat.
State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the complaints are being received from sector of e-commerce, telecom, banking, consumer electronics 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 412 companies/ organizations are listed under the ‘convergence’ programme. All companies 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 & 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. 17,869 complaints were registered for convergence companies and 8,830 (i.e. 49%) dockets were responded to, with in the month.

NCH tries to resolve 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. In March 2018, NCH received 257 complaints during this time period, along with 345 complaints which were carried forward and 266 were redressed up till 31st March 2018.

(Recent announcements in Consumer Interest)

  • “Now OMBUDSMAN For Select NBFCs”

  • The OMBUDSMAN scheme for banks is for customer grievance redressal of the public at large, which is cost free and expeditious.There was no such scheme for non-banking finance companies. However, The RBI announced on 7th Feb18 the setting up of ombudsman for addressing customer grievances in the non-banking finance companies too. RBI will start with deposit taking NBFCs as of now.

    The detailed rules for OMBUDSMAN for NBFC were declared on 23rd Feb’18, vide RBI Notification.


    The complaint in writing, shall be duly signed by the complainant or his authorized representative stating clearly:

  • the name and address of the complainant,

  • the name and address of the branch or registered office of the Non-Banking Financial Company against which the complaint is made,

  • the facts giving rise to the complaint,

  • the nature and extent of the loss caused to the complainant, and

  • the relief sought for.

  • Any person who has a grievance against a Non-Banking Financial Company on any one or more of the grounds mentioned in the Scheme may, himself or through his authorised representative (other than an Advocate), make a complaint to the Ombudsman within whose jurisdiction the Branch/ Registered Office of the Non-Banking Financial Company complained against, is located.

    For details, the Consumers are advised to refer RBI NOTIFICATION Ref. CEPD. PRS. No. 3590 /13.01.004/2017-18 February 23, 2018 .

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

  • Updates for Consumers on the Liquid fuel Dispenser

  • Liquid fuel Dispenser is a measuring instrument for showing the quantity of liquid petroleum product like kerosene, diesel and petrol etc. for use of public , industrial or commercial purpose, with the object of ensuring public guarantee from the point of view of security and accuracy of measurement. Generally dispensers are used in automobiles, transport and petroleum industries for measuring quantity of petroleum products for public utility. Consumer may suffer a loss due to short delivery of fuel.

    Following precautions may be taken care of by the consumers for secure measurement and correct delivery of products as given below --

    Mandatory declarations are to be observed by consumer on the display of dispenser.

    1 Quantity of fuel in “liter” and K-Factor ( pulses / liter)
    2 Unit sale price in “Rs per liter” and amount to be paid in “rupees”
    3 Model Approval Number provided by Govt of India in the form of ( IND/09/2018/198 )
    4 Sealing & Stamping (Metering unit, Pulsar, totalizer, display and controlling panel )
    5 Hose pipe of the dispenser should not be more than 5 m in length.

    Following points may be observed by consumer before dispensing fuel:

    Petrol / diesel / kerosene should be purchased always in quantity or in “liters”.

    1. Automatic zero setting / tracking in the display of quantity and amount to be paid.
    2. (00.000) reading for quantity & amount to be paid, and unit sale price Rs per liter.
    3. Hose pipe filled up completely with fuel without air bubbles, by endication or site glass affixed with nozzle.
    4 Location of seal & stamp of metering unit, pulsar, totalizer and display unit.
    Quarter A/B/C/D, Year, Code of inspector and its validity -1 year may also be confirmed.
    5 Instant check of correct delivery of fuel by pre-calibrated Conical Check Measure (5 liter) with its valid certificate of one year issued to the dealer by the enforcement authority.
    6 Speed of filling of the liquid fuel in the dispenser not less than the 10 liter / min.
    • Max. Permissible Error allowed +0.5% of quantity of liquid fuel dispensed above 1 Litre. above 200 ml to 1000 ml --- mpe + 1.0% & up to 200 ml --- mpe + 2.0%

    If any violation due to malpractice or short delivery is observed the consumer may complain to ----

    Tier-I Nodal officer of agency of the petroleum supplier (IOC, BP, HP etc.)
    Tier–II Nodal officer(Legal Metrology) of Distt./zone/State where filling station is working,
    Tier–III Distt Consumer Forum/State Commission /National Commission.

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

  • The myth about plastic in wheat flour

  • Lately, consumers in India are worried about the presence of plastic in wheat flour. Different media sources have provided clarification regarding this and now people know about “gluten” which accounts for the plasticity in flour. Wheat grain composition consists majorly of starchy endosperm with some amount of protein, followed by bran (chokker in hindi) contributing for dietary fiber and mineral content and germ which is rich in vitamin E and mineral content.

    Four types of proteins are found in wheat endosperm – Albumin, Glubulin, Glutenin, and Gliadin. Glutenin and Gliadin lead to the development of gluten. Gluten is the water insoluble protein formed when water is mixed to wheat flour. Glutenin and Gliadin form new chemical bonds called ‘Cross- links’. Chemical cross linking between Glutenin and Gliadin forms Gluten which is a very elastic substance. Continuous mixing during kneading causes more cross links to be formed leading to network formation. Kneading incorporates act into the mix forming strong disulphide bonds. This could be made clearer by studying the scanning electron micrograph of gluten development.

    Flour, with medium protein content, is good for chapati making which is one of the staple diet of India. Food Safety and Standards Authority of India has allowed a mandatory level of not less than 6% gluten (dry weight basis) in wheat flour (Atta). In case of any discrepancies found consumer can place a complain as per the given hierarchy –

    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, Food Safety and Standard Authority of India

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


    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 .
    You can also register your complaint on mobile application "Consumer App" of Department of Consumer Affairs and website

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