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

Issue No:05/IIPA   
May 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

National Consumer Helpline conceived, scripted and performed a ‘Nukkad Natak’ at the Red Fort on 30th April 2016 between 5 PM to 6 PM on the ‘Heritage Places & Monuments’ under Swachh Bharat Pakhwada for the year 2016 -17. .



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 Experts:
• Mr. Prabhat Kumar

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago



You are reading of the fifth issue of Year 2016.

National Consumer Helpline - a project of the Union Ministry of Consumer Affairs and 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 consumers by:

- Alternate Dispute Redressal system (ADR): Guide consumers on how to get their grievance redressed. Also provide a digital platform to 200+ convergence companies for resolution and redress of customer complaints filed, 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 etc

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


Participants of ‘Fifteen weeks Foundation Course for ITS & BWS Group-A Officers’ visited the NCH on 19th May 2016 to understand its operation.

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Pariticipants of ToT programme on ‘Consumer Welfare and Awareness for faculty / Institute members’ visited NCH as part of their Trainning on 18th May 2016.

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National Consumer Helpline conceived, scripted and performed a ‘Nukkad Natak’ at the Red Fort on 30th April 2016 between 5 PM to 6 PM on the ‘Heritage Places & Monuments’ under Swachh Bharat Pakhwada for the year 2016 -17.

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  • In May 2016, the dockets made/ updated of calls, SMS and complaints received online at the NCH website were 19,075 out of which 14, 013 calls were handled at the Toll free number and 5072 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 5072 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 May 2016, Consumer detriment has been computed at Rs. 57,43,51,804 for 7221 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 7342. Responses to 7517 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 7638.

  • 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.
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  • 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, General Insurance and Education. Estimated Consumer Detriment totaled Rs. 57, 43, 51, 804. The other sectors estimated are: Banking, Medical Negligence, Insurance (Life, 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 131 responses received Consumer satisfaction averages 4.01 out of 5 for the month of May 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 7517 complaints. Feedback of 121 complaints, not part of ‘convergence’, were received directly from the complainants.

Case no 1

Sector : e- Commerce

Problem Reported: Complainant bought a mobile online, through an eCommerce company. As per the scheme, whereby the money paid was to be automatically refunded if seller did not ship the product in 3 days.
On calling customer care which had waiting time of 50 min, consumer was told that there was a technical error and was given excuses. As per complainant, the online portal does not allow raising a refund request; however, he managed to raise a refund claim. As per complainant, the eCommerce company is indulging in malpractices and refusing to refund the money.

Resolution Received : Company had refunded the amount in consumer’s account within 2 weeks

Case no 2

Sector : Product

Problem Reported: Consumer bought a ‘Smart LED TV’ on 3rd Jan 2016. After 10 days it went completely dead: there was no display or sound, Consumer requested for refund of the amount from shopkeeper. Shopkeeper assured him that he will request company to replace with a new TV, and asked consumer to wait for some time. Even after two months, there is no response from shopkeeper and company. And consumer felt that the shopkeeper was dragging the issue

Resolution Received : NCH took up the issue with the manufacturing company – the customer request for refund of the entire amount was processed.

Words of appreciation
(reproduced as received)
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(Recent announcements in Consumer Interest)

  • Krishi Kalyan Cess of 0.5% to be levied on all services w.e.f 1st June 2016

  • The Krishi Kalyan cess of 0.5% was announced in this year’s budget, which is applicable from 1st June’16.

    Purposes: It is to build rural infrastructure in India.

    Impact: It will be levied on all taxable services from 1 June in addition to the Swachh Bharat cess of 0.5% and added to the existing service tax of 14%. , so, the effective Service Tax would henceforth will be 15%.Among others, banking services like demand drafts, lockers, issuance of new cheque books, ATM charges, Credit & Debit Cards etc will become more expensive. Further, other services like Courier, Healthcare, Insurance, Professional Consultancies, Mobile & Telephone Bills and charges on Restaurants’ Food Bills would become costlier.


    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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