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

Issue No:11/IIPA   
November 2015
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers
Events Gallery

Shri C. Viswanath, Secreatry , Ministry of Consumer Affairs, Food & Public Distribution visited NCH .



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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 eleventh issue of Year 2015.

National Consumer Helpline The National Consumer Helpline - a project of the Department of Consumer Affairs, Govt. of India, operates from the Indian Institute of Public Administration (IIPA), as part of the Center for Consumer studies (CCS). CCS acts as a ‘think tank’ and knowledge partner of the Department of Consumer Affairs for research and policy related issues on consumer protection and consumer welfare. The Centre keeps abreast of the long- term policies to position itself as a major contributor to the identification of issues and priorities as well as solutions to ensure better protection of consumers.


Shri C. Viswanath, Secreatry , Ministry of Consumer Affairs, Food & Public Distribution visited NCH on 1st October 2015. He has seen the overall functioning of NCH and also listen the live calls.

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  • In November 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 12802 out of which 7942 calls were handled at the Toll free number and 4860 complaints were reported on the NCH - Online Complaint Management System.

  • The NCH Website has registered a record hit count of 4, 43,970 in November. There were 45,456 'unique' visitors to the website, and on an average, each visitor spent around 6.06 minutes. Complaints registered on the website for various products and services were 4860. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself as well as by Outbound calls.

  • Consumer Detriment : In November 2015, Consumer detriment has been computed at Rs. 22, 51, 45, 718 for 4353 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 5117. Responses to 4355 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 4437.

  • Dipstick Feedback on responses from Convergence Companies:A quick survey randomly done with complainants who have received a resolution from the Convergence Company and are satisfied averages 86%. This is steadily increasing month on month.
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  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4 out of 5. The score reflects well on the services provided.
Geographical Distribution: 
The numbers of calls received from top five states in descending order are Delhi, Maharashtra, Uttar Pradesh, West Bengal and Karnataka. First time Karnataka has come in fifth state.

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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 Durables, e-Commerce and Banking. Estimated Consumer Detriment totaled Rs. 22, 51,45, 718. The other sectors estimated are: Insurance (Life, General, Health), Medical Negligence, Banking, Education, Travel & Tours, Legal, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, 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 177 responses recieved, Consumer satisfaction averages 4 out of 5 for the month of November 2015, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

Besides consumer awareness, NCH also works towards 'making Corporate 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 uploaded on the website and a nodal person (SPOC) at each company is responsible for uploading the responses. Responses received were for 4355 complaints. Feedbacks of 82 complaints, not part of ‘convergence’, were received directly from the complainants.

Evaluation of Responses from Convergence Companies

The dipstick feedback, which has now been implemented for more than a year, has yielded an average of 86% resolution of satisfied complainants. A dipstick feedback is a quick survey, which gives a general feel rather than statistical probabilities. At NCH, we randomly call up complainants whose problem has been responded to by the Convergence companies to ascertain whether the feedback given by the company on the complaint is corroborated by the complainant and the complainant is satisfied. In case he still wants to go to the consumer forum, he is guided to do so by NCH. The resolution sector wise is as follows;-

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

  • Re- Look required on Indian Postal Act, 1898 says Apex Consumer Commission

  • ‘We deem it appropriate to observe that since the Government of the day is keen to repeal all antiquated legislation, a legacy of colonial era, it’s high time to have a re-look at Indian Postal Act 1898,in particular on section 6 therein, in order to infuse accountability ,competitiveness and efficient governance.’

    This was the observation made by the National Commission in a case where the entry letter for an examination does not reach a candidate resulting him to miss the exam but none could be held liable because willful act or default or fraud on the part of post office employees could not be proved and employees are protected under Section 6 of Indian Postal Act reads as hereunder-

    ‘the Government shall not incur any liability by reasons of loss, misdelivery or delay or damage to and postal article in course of transmission by post ,except in so far as such liability may in express terms be under taken by the central government as herein after provided and no officer of the post office shall incur any liability by reason of any such loss, misdelivery, delay or damage, unless he caused the same fraudulently or by his willful act or default..’

    In the case in hand, UPSC at New Delhi dispatched to Arun Geo Thomas an examination hall ticket for taking examination for admission to National Defence Academy and Naval Defence Academy. The entrance exam was to be held on 18.4.2010 but complainant received hall ticket only on 11.5.2010with the result he could not take the exam .But when Arun approached consumer forum and consumer commission , State commission as well as National Commission held that onus to prove fraud or willful act or default on the part of postal department lies on the person who alleges and under the circumstances when it could not be proved with cogent evidence, postal department enjoys the immunity for any liability in view of section 6 of the Indian Postal Act 1898. Commission, while pronouncing the order, further stated “…although an antiquated piece of legislation, dating back to 1898,but as it stands today in 21st century still grants immunity to the postal department”

  • Conditions regarding Insurance claim on RuPay card relaxed.

  • Under Pradhan Mantri Jan Dhan Yojana (PMJDY), RuPay Debit Card, with an in-built accident insurance cover of Rs 1 lakh, is provided to account holders. One of the stipulations of meeting the claim under accidental death and/or permanent disablement was that the cardholder has to carry out at least one successful financial or nonfinancial transaction at a merchant establishment or at an ATM or micro ATM or e-commerce transaction, up to 45 days prior to the date of incident, resulting into accidental death / permanent disability.

    This condition was posing problem to RuPay cardholders. The government has now extended 45 days usage condition to 90 days for RuPay Classic cardholders with effect from 25th November, 2015. This will benefit about 16.54 RuPay Card holders in India. However, the claim intimations on RuPay Classic cards where accident has occurred before November 24, 2015 will not be eligible for claim benefit under 90 days usage condition.                                                      (Source- Reserve Bank of India)


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