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IIPA
 

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

 
Issue No:10/IIPA   
October 2015
 
Inside the issue

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Snapshots
Call Statistics
Convergence&feedback
C S Index
Words of appreciation

 

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Consumer Kaleidoscope
Recent announcements for consumers
   
Events Gallery


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

 

Contact

To seek information, advice and guidance on consumer problems

Contact
National Consumer Helpline

Toll Free no.

1800-11-4000

(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:
• Dr. Prem Lata
• Mr. Prabhat Kumar

Designing & Development:
• Mr. Ashish Kumar Gaur

 
Jago Grahak Jago
 
 


 

CONSUMER VELOCITY @ NCH.

You are reading of the Tenth issue of Year 2015.

National Consumer Helpline The National consumer Helpline is a project of the Union Ministry of Consumer Affairs, Food & Public Distribution. The helpline operates from the Indian Institute of Public Administration (IIPA), as part of the Center for Consumer studies (CCS). CCS acts as a ‘think tank’ for the 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.

EVENT GALLERY:  


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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Around 35 Student of Tagore International School, East of Kailash, New Delhi visited National Consumer Helpline to get the first hand feel of consumer issues.

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SNAPSHOT  
  • In October 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 13229 out of which 8372 calls were handled at the Toll free number and 4857 complaints were reported on the NCH - Online Complaint Management System.

  • The NCH Website www.nationalconsumerhelpline.in has registered a record hit count of 4, 67, 115 in October.. There were 48,453 'unique' visitors to the website, and on an average, each visitor spent around 5.54 minutes. Complaints registered on the website for various products and services were 4857. 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 October 2015, Consumer detriment has been computed at Rs. 29, 84, 30, 996 for 4519 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 5067. Responses to 3862 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 3949.

  • 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 78%
  • .
  • Counselling Satisfaction Index:The feedback scores of the counseling services provided by NCH is 4.15 out of 5. This score is steadily rising, which 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 Haryana. First time that Maharashtra has come to second spot.

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Major Sectors: 
The top five sectors for which calls were received are – Consumer Durables, E-Commerce, Telecom, Banking and DTH/Cable.
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Consumer Detriment:
The top five sectors, which account for higher value of estimated consumer detriment, are in descending Order – Real Estate, Automobiles, Consumer Durables, E-commerce and Banking. Consumer Detriment totaled Rs. 29,84,30,996. The other sectors estimated are: Insurance (Life, General, Health), Medical Negligence, 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 142 responses, Consumer satisfaction averages 4.15 out of 5 for the month of October 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 nodal person (SPOC) at each company is responsible for uploading the responses. Responses received were for 3862 complaints. Feedbacks of 87 complaints, not part of ‘convergence’, were received directly from the complainants.

Dipstick Evaluation of Responses from Convergence Companies

The dipstick feedback, which has now been implemented for more than a year, has yielded an average of 78% 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 move 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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CONSUMER KALEIDOSCOPE
(Recent announcements in Consumer Interest)


  • Prohibition of carrying water in the Cinema Hall

  • National commission had an occasion to deal with a case wherein a consumer had raised an objection against prohibiting water to the cinema hall. Facts in brief leading to dispute are that the complainant purchased tickets for watching a movie at a cinema hall owned by the petitioner on 4.11.2014 , by paying a sum of Rs.330/- They were not allowed to carry drinking water inside the cinema hall, though the ticket contained no prohibition on carrying water inside the cinema hall. Alleging deficiency in the services and adoption of unfair trade practice on the part of the petitioner, the consumer approached the concerned District Forum, seeking compensation from the petitioner.

    The opposite party extended their reply primarily taking plea that carrying water inside the hall has been restricted for security reasons since it is not possible for the management of the cinema hall to verify or check whether any restricted liquid had been mixed with the drinking water in the container / bottle.

    The District Forum vide its order dated 02.06.2014 dismissed the complaint.

    The complainant approached the concerned State Commission by way of an appeal. Vide impugned order dated 10.9.2014, the State Commission allowed the appeal and directed the petitioner to pay a sum of Rs.10,000/- to the complainant as compensation for the deficiency in service, along with the cost of litigation quantified at Rs.1000/-. The petitioner was also directed to pay interest @ 9% per annum with effect from thirty days from the date of the order. The petitioner was further directed to deposit a sum of Rs.5, 000/- as cost of appeal in the Legal-Aid-Account of the State Commission.

    Hence this revision petition before the National Commission against the order of the State Commission

    The issues for discussions before the Commission were –

    •Explanation to the term ‘beverages’ printed on the ticket as prohibited

    •Justification for restriction of water for security reasons

    •Duty of cinema hall in case water is not permitted to be carried in the hall.

    •It was held by the commission that ‘Beverages’, does not include water. In common parlance, beverages comprises juices, soft drinks and carbonated drinks which have some form of water in them but plain water is often not classified as a beverage.

    •Prohibition imposed for carrying water inside the cinema hall is fully justified for the safety of visitors and all others.

    But at the same time, it is not expected that the viewers remain without water for three hours long when children and aged persons are also going to cinema hall. Hence a cinema hall, which seeks to prohibit carrying of drinking water inside the cinema hall for security reasons, must necessarily provide -

    • Free potable and pure drinking water through water coolers installed inside the cinema halls, before such a prohibition can be enforced. An appropriate water purifier such as Aqua-guard, needs to be installed with the water coolers so that the water available to the cinema-goers are free from impurities.

    • Disposable glasses in sufficient quantity need to be kept available near the water coolers.

    • It has also to be ensured that the water supply is actually available through the water coolers before the movie starts as well as throughout the screening of the movie including interval. If for any reason, water supply is not available on a particular day, alternative arrangements for supply of free pure and potable drinking water to the cinema-goers needs to be made available by the owners of the cinema hall.

    • The cinema hall is also required to ensure that the water coolers as well as water purifiers remain fully functional and are regularly serviced from time to time so that only purified water is dispensed through the coolers.


  • Gold Monetization Scheme is good, Consumers need to be aware.


  • In India, gold is a preferred method of savings and investment, next only to deposits in bank accounts.

    On 5 November, three schemes, namely Gold Monetization Scheme (GMS) , the Sovereign Gold Bond Scheme and National Gold Coin were launched to monetize gold holdings in the country and reduce India’s import bill.

    The consumers willing to avail GMS should be aware of the salient features of the Gold Monetisation Scheme

    • Currently minimum size is 30 Gm of gold, which takes out a large section of the people from ambit of the scheme.

    • Despite reduction of the minimum limit, individuals would be worried that if they pledge a significant amount of gold with banks, the income-tax department may want to know the source of that gold.

    • Another big hindrance will be the tax on conversion of physical gold into the gold deposit scheme. That is, if the gold was bought at Rs 1,000 per 10 gm and converted into a gold deposit scheme at Rs 25,000 per 10 gm, there will be a capital gains tax of 20 per cent with indexation.

    • If the date of acquiring is not known, April 1, 1984 will be used as the base year.

    • All the gold is treated to its pure form i.e. even if you give jewellery, bank will melt it and make it into Gold biscuits/bricks. If someone is expecting to keep jewellery safe in bank, this scheme is not suitable for the person.

    • Interest rate is relatively low.

    GMS hope is to meet Indian investors’ desire for exposure to the price of gold but alleviate the need to hold physical gold or improve the productivity of the gold held.                                                                            (Source- Reserve Bank of India)

     

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    Centre for Consumer Studies , Indian Institute of Public Administration
    Toll Free No. : 1800-11-4000

    or SMS your name & city & send to +918130009809
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