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

Nov 2017               The fortnightly e-newsletter of the National Consumer Helpline
      Inside the issue



Snapshot of activities


CPGRAMS Complaints


Goods & Service Tax



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. Sunanda Dey

Designing & Development:
• Mr. Ashish Kumar Gaur

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Editorial Team

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The National Consumer Helpline (NCH) is a project of the Dept. 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’, which can be 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 helps in the following ways:

Information & guidance:NCH counsels, guides and supports the aggrieved consumers to get their complaints resolved.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 352 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 etc.

Big Data Analytics: Analysis of data helps in knowing trends - sector wise, time scale 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.

Data for the Period 16th-30th Nov 2017

  • The Website registered a hit count of 1,13,929 in this period.

  • In the first fortnight of November (16-30) 2017, National Consumer Helpline registered 16,601 dockets on the portal - Out of 17,858, 10,185 complaints were handled at Toll free number, 1445 calls were made to SMS received, and 5284 complaints were registered on the Website. 119 complaints were reported through “Consumer App” .On the web chat facility, 1528 user’s queries were handled. On an average 117 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 Delhi, Maharashtra, Uttar Pradesh, Karnataka, West Bengal, Rajasthan, Haryana, Gujarat, Madhya Pradesh, and Bihar.

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the complaints were received from e-commerce, telecom, banking, consumer electronics and agency services sectors.

image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievances at the pre-litigation level itself, by having an alternate redressal mechanism. Currently over 352 companies/ organisations 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. 7,385 complaints were registered for convergence companies and 2696 (i.e. 36%) were suitably responded.

Public Distribution System Sector:

Total complaints registered during the time period (16-30 Nov 2017) was 195. Out of which, 31% complaints are related to shops not providing ration. Consumers have complained that FPS owners are not opening the shop on time, not providing ration materials regularly, giving less quantity of ration, not linking Adhaar with ration card hence not giving ration, getting SMS alert for ration but FPS owner is not providing the ration, no response from PDS depts. on complaints.

22% general enquiries are related to enquiry on month wise quota of ration materials for APL and BPL card holders, available benefits on the ration card, contact nos. of PDS depts., market price of ration items, status of issuance of ration card, procedure for applying for BPL and APL card linking of Adhaar card with ration card.

10 % complaints are related to not getting ration card even after applying for it. Consumers have complained that they applied for ration card online on e-mitra but did not get ration card, FPS owner and PDS dept. not responding on such complaints, enquired about procedure of updating of ration cards.

Petroleum Sector :

344 complaints were registered during the time period out of which 21% complaints are related to subsidy amount not getting credited to consumer account or not getting subsidized cylinders. Consumers have complained that cash amount is getting transferred in to Airtel payment bank account instead of linked bank account without their consent, transfer of subsidy amount is stopped in between, not getting subsidized cylinders , customer care of OMC's or Gas agencies not responding on such complaints , not able to link adhaar number with bank account , subsidy amount getting transferred in to wrong bank account.

19% complaints are related to delay in delivery of cylinders. Consumers have complained that they get SMS message for the delivery of cylinder but cylinder is not delivered, website showing cylinder delivered but not getting cylinder, online amount deducted but gas agency is asking for cash amount for the delivery of cylinder, booking of cylinders is cancelled by the agencies, black-marketing of cylinders by Gas agency, Delivery man asking extra charges for the delivery of cylinder at home, not getting cash memos.

15% General enquiries are related to contact nos. of OMC's, gas agencies, GST charges on petroleum products, transfer of gas connection, increased rate of petroleum products, where to complain in case of leakage of gas, adulteration or less quantity in petroleum products.

NCH in addition responds to 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. From 16th – 30th November 2017, NCH received 259 complaints and redressed 91 of them.

From July 1, 2017, Consumers in India are required to pay Goods and Services Tax (GST). Since it is a destination based tax, it is levied at all stages right from manufacturer up to the final consumer.

Docket Registered for GST in the period -16-30 November 2017
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(Recent announcements in Consumer Interest)

  • Updates for the consumer’s on BIS Hallmarking

  • Bureau Indian Standards is the unit under Department of Consumer Affairs, Ministry of Food, Consumer Affairs and Public Distribution (Government of India) to establish and enforce BIS Standardization, Conformity assessment (certification), Hallmarking, Management Systems Certification, Consumer Protection and regulate trade and commerce in industrial products, and for matter connected therewith or incidental thereto, with the objective of ensuring public guarantee from the point of view of security, purity, durability, potency, accuracy of industrial products.

    Mandatory Marks are to be observed on the Gold & Silver jewellery/artefact :

    1. BIS mark
    2. Purity/Fineness mark
    3. Assaying & Hallmarking Centre’s mark
    4. Year of Marking (Denoted by alphabets
    5. Jeweller’s Mark

    Additional observations to be made by the consumer before purchasing jewellery / artefacts :---

    All five marks constitute the Hallmark, if any one missing, its fake marking.

    • Hallmarking is done after verifying the purity of gold or silver articles against the purity declared by the jeweller.

    • Only those jewellers who want to sell Hallmarked jewellery, obtain BIS license. The BIS Hallmarking Scheme is voluntary.
    If any violation in the trading by the retailers, consumer may approach ---

    BIS, Department of Consumer Affairs, with following information ---
    • Complete address, phone no & E-mail of the trader,

    • Purchased items, and its quantity,

    • Proof of purchase(bill / Invoice)

    • Documents of registration of the jeweler.
    If problem is not sorted out than the Consumer may approach the nearest ----
    • District Consumer Forum / State Consumer Forum / National Consumer Forum.

    • If shopkeeper refuses to give cash memo/bill and his name & address of the shop, the photograph of shop and product purchased may also be provided / uploaded with the documents of the complaint if required.,
                               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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