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

     May 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

On 7th May 2018 Department of Consumer Affairs Rajasthan organized a workshop on Consumer empowerment.




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 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 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 431 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.


On 7th May 2018 Department of Consumer Affairs Rajasthan organized a workshop on Consumer empowerment in which the Rajasthan Food civil supplies and Consumer Affairs Minister Sh Babu Lal Verma was invited . Associate Professor ,Dr Sapna Chadha and National Consumer Helpline Project Manager “Deepika Sur also participated in programme and explained about the working of the National Consumer Helpline.

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On 8th May 2018 they also did a training session for the Zonal consumer helpline and State consumer helpline counsellors in the office of Deptt of Consumer affairs Rajasthan. Training was given on how to redress consumer grievance.

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Training Programme on ‘Public Administration for the officers of Directorate of Prosecution, Govt of Uttar Pardesh’ was held at IIPA ,Participants visited the National Consumer helpline on 13th May 2018 to understand and experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

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The Participants of the ‘22nd Training of Trainers Programme for the Faculty Members of Training Institutions on Consumer Protection and Consumer Welfare’ visit National Consumer Helpline on 16th May 2018 to get a first hand experience on the NCH operations

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Data for the Period 1st-31st May 2018

  • The Website registered a hit count of 21,16, 227 during the month.

  • In the month of May 2018, National Consumer Helpline registered 46,879 dockets on the portal - Out of the 46,879 dockets, 32,094 dockets were handled at Toll free number, 3185 calls were made to SMS received, and 12,579 dockets were registered on the Website. 101 complaints were reported through “Consumer App”. On the web chat facility, 1922 user’s queries were handled. On an average 74 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, West Bengal, Karnataka, Rajasthan Gujarat, Haryana, 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 431 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. 18,443 complaints were registered for convergence companies.

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 May 2018, NCH received 601 complaints during this time period.

(Recent announcements in Consumer Interest)

  • Eligibility and Documents for Basic Savings Bank Deposit Account (BSBD)

  • The Basic Savings account can be opened without any minimum limit by a bank, as per RBI Guidelines. The customer can deposit any amount as per his/her convenience. Also, there is no cap on the upper limit. Unlike other savings account, the customer does not have to maintain a minimum balance and can operate the account at zero balance, as well.

    Account Opening Documents

    Anyone with valid KYC documents can open this savings account at the nearest Bank- branch. The documents required to open an account are as follows:

    • Identity Proof- Aadhar Card/Voter ID Card/PAN Card/Driving License

    • Address Proof- Aadhar Card/Voter ID Card/Driving License

    • 2 passport size photos

    Eligibility Criteria

    A consumer can open this savings account “singly or jointly” or” Either or Survivor” or “Former or Survivor”. Also, the customer should not have any other Savings Bank Account, with the same Bank, if he/she has a Basic Savings Bank Deposit Account. Once this account is operational, the already existing Savings Bank Account will have to be closed within 30 days.

    Unique Features of Basic Savings Bank Deposit Accounts:

    • Zero balance account with no charges involved.

    • BSBD Account comes with a Basic RuPay ATM-cum-debit card, issued free of cost. The account holder can use this card at ATMs or use the withdrawal forms at branches to withdraw cash from a Basic Savings Bank Account,

    • The Basic RuPay ATM-cum-Debit card attracts no annual maintenance charge (AMC).

    • Withdrawal limit: the banks are required to provide free of charge minimum four withdrawals, through ATMs and other mode including RTGS/NEFT/Clearing/Branch cash withdrawal/transfer/internet debits/standing instructions/EMI etc It is left to the banks to either offer free or charge for additional withdrawal/s. However, in case the banks decide to charge for the additional withdrawal, the pricing structure may be put in place by banks on a reasonable, non-discriminatory and transparent manner by banks.

    • No further debit allowed post the usage of 4 withdrawals in a month.

    • If anyone already has a savings account, then it has to be closed within 30 days of opening the BSBD account.

    • The existing savings can also be converted into BSBD account on request without any fee.

    The Basic Savings Bank Deposit Accounts includes Financial Inclusion Accounts, No frill Accounts, Salary Package Accounts and Small Accounts, For details, the consumers are advised to refer

    RBI’s FAQ on BSBDA <>

  • Testing and Analysis of Food Items

  • A consumer purchases different commodities of food, in packed or loose form. Consuming safe and nutritious food is our basic right. Many times the consumer has a query regarding unsafe ingredients in food or wants to know about the nutritious properties of food. In such a case consumer has the right to get the product tested/analyzed in a certified laboratory by following the simple steps mentioned.

    • Consumer shall fill in Form V B ( Food Safety and Standards Regulations, page no. 58) and inform his intention of getting the product analyzed to the person from whom he has purchased the food article.

    • Consumer can take the sample of food item and get it tested at Food Safety and Standards Authority of India (FSSAI) notified laborartories ( or state laboratories ( by paying the applicable fees.

    • Report of the analysis will be sent to the purchaser by the food analyst within 14 days of the receipt of the article of food for analysis.

    • In case the article of food is adulterated/misbranded/contaminated or does not conform to the standards prescribed under the Act or the Regulations, the Food Analyst shall also send his report in triplicate, to the Designated Officer of the area in which the article of food was purchased.

    • The designated officer in turn shall forward one of the parts of the sample kept by him to referral laboratory, for retesting to get assured result.

    • As per the provisions of FSSAI if any food item purchased by a person is found adulterated / misbranded / contaminated or does not conform to the standards prescribed under the Act or the Regulations, the Purchaser shall be entitled to get the refund of the fees paid by him.

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

  • Updates for the Consumers on the LPG Cylinders

  • LPG is used in household, hotels, restaurants, automobiles, transport, petroleum, and other industries as a good sources of energy for public utility. For the point of view of security it is filled up in the cylinders of appropriate capacity, Consumer may suffer for huge loss due to short delivery of fuel.

    Following precautions and suggestions may be adhered by the consumers for secure measurement and correct delivery of products.

    Mandatory declarations to be observed by consumers on cylinder :

    • Name of the manufacturing company and Seal affixed with name of the manufacturing company on the out let of the cylinder.

    • Net weight of LPG filled in the cylinder in SI unit (14.2 kg for household, hotel & restaurant)

    • Tare weight of cylinder in SI unit (varies from cylinder to cylinder)

    • Expiry date may be observed on the vertical supported plates of the cylinder, for Example:

    A-18 where A is block (Jan. to Mar. ) and 18 means the year 2018.

    B-18 where B is block (April to June) and 18 means the year 2018.

    C-17 where C is block (July to Sept ) and 17 means the year 2017.

    D-16 where D is block ( Oct to Dec ) and 16 means the year 2016.

    • Cylinder should be checked for leakage at outlet / inlet or anywhere of the surface of cylinder.

    • Seal of the filling company should not be broken.

    • Stamped and verified weighing scale by the state Govt. should be used to verify the gross weight of the cylinder. For example: If tare weight of cylinder is 16.5 kg, and Net weight of

    • Certificate of verification of weighing scale used by the distributors, may also be seen.

    • Gas is (14.2 kg) than Gross weight of cylinder is (16.5kg +14.2 kg) = 30.7 kg

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

    Tier-I Area manager/Nodal officer of agency of the LPG supplier (IOCl, BPCL, HPCL etc.)

    Tier–II Ministry of petroleum and natural gas and in case reffil is underweight then Nodal officer(Legal Metrology) of Distt./zone/State where Gas agency is working,

    Tier–III Distt Consumer Forum/State Commission /National Commission.

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

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