Jago Grahak Jago
(please click display images below, from your email window to view the images...)

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

     Nov 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

Revenue Mid –Career Training (MCT) Programme of Indian Revenue Service




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

Jago Grahak Jago

Photo Gallery

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago

Jago Grahak Jago


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 grievance received at NCH. either through phone, directly on website, 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 grievances resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 476 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.

Advocacy: Based on the analysis done, specific type of grievance 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.


Australia India Collaborative Consumer Protection Project:

Two Regulators from Australia visited the National Consumer Helpline on 15th November 2018 to understand the grievance redressal mechanism at NCH .They listened to a few calls and understood the process.

image ..

Revenue Mid –Career Training (MCT) Programme of Indian Revenue Service:

Participants visited National Consumer Helpline on 30th November 2018 to experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

image ..

Jagriti’ – Empowering Young Consumers from Schools:

Jagriti’ – the consumer empowerment initiative of the National Consumer Helpline in the past few years has generally been events based – like nukkad nataks, programs in community radios, participating in melas etc. From the month of April 2018, NCH has started a half day program for empowering school students in the area of consumer protection. Young minds are impressionable and empowering students goes a long way – as discerning, responsible and alert consumers of the future.

NCH has been inviting schools to visit IIPA to see the working of the National Consumer Helpline. This would give a chance to acquaint the students on various consumer sectors.On 2nd November 2018, 23 students of class 11th from , Bloom Public School, Vasant Kunj, New Delhi-110070 came to IIPA and attended the program. This was the 6th school that visited NCH.

image ..

The visit of two hours - from 10.00 am to 12 noon was informative and covered various consumer topics. After a one hour formal presentation on the history and background of the Consumer Protection Act, 1986 and sectors of interest, the next hour was a ‘live’ hearing of calls that are received, handled and redress by the National Consumer Helpline. Students were encouraged to ask questions and get queries resolved by the team of counselors at the helpline.

image ..

The presentation covered briefly the setting up of NCH, facets of the Consumer Protection Act 1986, and Rights & Responsibilities of Consumers. The sectors explained were Junk Food, Legal Metrology ( Weights & Measures), E-commerce , Digital transactions and LPG. Besides informing the students, they were also encouraged to share the information ,dos and dont’s and the knowledge gathered from the visit with their parents, relatives and friends. Notable aspects were on how to check expiry of an LPG cylinder, mandatory labels on food items and pre-packaged products that should be checked ,and precautions to be taken while doing e-commerce and online transactions.

The visit ended with refreshments being served to the students and the teachers. Visits by school children have generated a very positive feedback from them.

Data for the Period 1st-30th November 2018

  • In the month of November 2018, National Consumer Helpline registered 41,875 dockets on the portal - Out of the 41,875 dockets, 27,446 dockets were handled at Toll free number, 1670 calls were made to SMS received, and 11,359 dockets were registered on the Website. 82 grievances were reported through “Consumer App”. On the web chat facility, 1969 user’s queries were handled. On an average 82 users enquire at NCH per day through web chat. From 15th Nov.18 onwards 971 grievance dockets have been registered on the UMANG App till the end of the month.
State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the grievances are received from sector of E-commerce, Banking, Telecom , Electronics Products , Consumer Durables 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 476 companies/ organizations are listed under the ‘convergence’ programme. All organisation 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 & Travels are all ‘convergence’ partners of NCH. Grievances received are accessed by the nodal person of the company who is also responsible for uploading the responses. 22,469 grievances were registered for convergence companies.

NCH tries to resolve grievances 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 November 2018, NCH received 557 grievances during this period.

(Recent announcements in Consumer Interest)

  • Policy Cancellation During Free-look Period

  • The Insurance policyholder will have an option to review the terms and conditions of the policy during the Free-look Period and if the policyholder is dissatisfied with any of the terms & conditions, the policyholder will have an option to return the policy document stating the reasons for objections.

    As per policy terms and conditions, freelook period is of a period of 15 days from the date that the policy documents has been received by the policy holder. For policies obtained through Distance Marketing as per provisions of IRDA Guidelines on Distance Marketing* of Insurance Products the period is 30 days from date of receipt of policy documents

    In case of Cancellation under Free-look Period the following will be refunded

    • Premium allocation charge

    • Charges levied by cancellation of units

    • Regular premium fund value and

    • Top up premium fund value, if any, at the date of cancellation of Units

    The component which is non refundable after cancellation under free-look Period

    • Proportionate risk premium for the period that the policyholder was covered.

    • Expenses incurred on medical examination and

    • Stamp duty charges, Taxes , GST , file charges and GST.

    Therefore, the insured ie Consumer is advised to examine the (fresh) Policy as soon as received for its correctness ie Name / address/ Sum Insured etc And then its Terms & Conditions.

    If there is any mistake(s) and /or variation between the proposal/ assurance and the actual policy, the matter must be raised in Writing within the “Free-look Period” with the Insurance Company.

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

  • Healthy Millets

  • Millets, once known as poor man’s diet is now known as Nutri-cereals. The government had declared 2018 as the “National Year of Millets”. The use of millets fell down with the increase in consumption of other cereals.

    Sorghum (Jowar)

    Sorghum has more protein than maize, a lower fat content and about the same amount and proportion of carbohydrates components, minerals present in the grain are calcium, magnesium, potassium and iron. Sorghum protein is superior to wheat protein in biological value and digestibility. Sorghum is totally free from gluten, contains more fibre and micronutrients. As sorghum is digested slowly it is an excellent health food for people suffering from diabetes in India

    Pearl Millet (Bajra)

    Pearl millet possesses phyto-chemicals that lower cholesterol. It contains folic acid, magnesium, copper, zinc and vitamin E and B-complex. It is also rich in calcium and unsaturated fats which are good for health. Polyphenols compounds present in pearl millet improve dietary Fe-bioavailability. It provides much higher energy content as compared to other millets.

    Finger Millets (Ragi)

    Finger millets contain about ten times more calcium then that of rice or wheat and also a good source of iron, vitamin A, vitamin B and phosphorous. It contributes a well-balanced set of essential amino acids when incorporated in daily diet. The seed coat of the millet is an edible component of the kernel and is a rich source of phytochemicals, such as dietary fiber and polyphenols.

    Foxtail Millet (Kangni)

    Foxtail Millet contains double quantity of protein content compared to rice. It contains significant amount of fibre, minerals like- calcium, vitamins and phytochemicals. It is also rich in minerals such as copper and iron that keep one’s body strong and immune.

    Barnyard millet (Sanwa)

    Barnyard Millet frequently grows among the paddy fields. The digestible fibre is similar to rice in taste and texture therefore also called Samak rice and consumed during fast. The mineral content of the grain is very high in terms of calcium, iron and phosphorus. It is also rich in phytochemicals which lowers cholesterol.

    Nutritional benefits

    Nutritional potential of millets in terms of protein, carbohydrate and energy values are comparable to the popular cereals like rice and wheat. Complex carbohydrates present in millets digest slowly to provide long term energy. Dietary fiber component present in millets helps in preventing constipation, lowering of blood cholesterol and blood pressure. Dietary fiber boosts the health of intestine and reduces the risks of colon cancer. It is now established that phytates, polyphenols and tannins can contribute to antioxidant activity of the millet foods, which is an important factor in health, aging and metabolic diseases. It is an Ideal food for diabetics. Being devoid of gluten millets can be incorporated in the diet of person suffering from celiac disease. With all the above benefits millets will help in preventing malnutrition.

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

  • What Consumer should be aware of :

  • • Accuracy of Standard of Weights and Measure along with instruments.

    • Ensure the traceability of instruments used in transaction and sale of goods & services.

    • Ensure fraudulent use of instruments for short weighment and measurements in sale of goods and services is not done

    • Non-standard, defect weights and measures, like stone/dummy weights should not be used.

    • Ensure only Licensee manufacturer/dealer/repairer deals with standard of weights and measure.

    • Check declaration on principal display panal of packed commodity for information.

    • Check deceptive packages which attract and lure consumers by size of packing.

    • Check net contents, quality, quantity, potency and security of the pre-packaged commodities.

    • Ensure declaration of dimensions, weights or combination on pre-packed commodities.

    • Weights or measures should be approved, re-verified and stamped by Central/State Govt.

    In case of any violation with measurement / cheating, the consumer may contact

    • Tier- I : Nodal officer (Controller Legal Metrology) of the State / Union Territory.

    • Tier– II : District Consumer Forum

    (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

    Published by : National Consumer Helpline :
    To unsubscribe send email to