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

     Oct 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

Russian delegation of 11 members from the Institute of Organizational Development and strategic initiatives, RANEPA (Russian Presidential Academy of National Economy and Public Administration) visited NCH




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 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 462 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.


14th Training of Trainers for Heads and Members of VCO’s / NGO’s in Consumer Protection & Welfare:

Participants visited National Consumer Helpline on 10th October 2018 to understand and experience the activities carried out by NCH and the role it plays in resolving consumer grievance.

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Russian delegation of 11 members from the Institute of Organizational Development and strategic initiatives, RANEPA (Russian Presidential Academy of National Economy and Public Administration) visited NCH on 29th October 2018 to understand the grievance redressal mechanism at NCH

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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 3rd October 2018, 30 students of class 11th from , Bhatnagar International School, B X Vasant Kunj, New Delhi-110070 came to IIPA and attended the program. This was the 5th school that visited NCH.

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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.

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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.

Data for the Period 1st-30th June 2018

  • The Website registered a hit count of 2,31,649 during the month.

  • In the month of October 2018, National Consumer Helpline registered 50,549 dockets on the portal - Out of the 50,549 dockets, 32,836 dockets were handled at Toll free number, 2303 calls were made to SMS received, and 14,847 dockets were registered on the Website. 107 grievances were reported through “Consumer App”. On the web chat facility, 1412 user’s queries were handled. On an average 56 users enquire at NCH per day through web chat.
State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

Majority of the grievanes 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 470 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 (SPOC) 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 October 2018, NCH received 634 grievances during this period.

(Recent announcements in Consumer Interest)

  • Relaunched Pradhan Mantri Jan-Dhan Yojana (PMJDY) – with high Insurance cover and double the overdraft (OD) facility.

  • The Government of India on 15th August’18 relaunched PMJDY as an open-ended scheme with high insurance cover and double the overdraft (OD) facility.Under the revamped scheme, accidental insurance cover for new RuPay card holders has been revised and raised from Rs 1 lakh to Rs 2 lakh. Also, the existing Overdraft limit of Rs 5,000 has been increased to Rs 10,000 where no conditions will be attached for overdraft up to Rs 2,000.

    From now onwards, Aadhaar will not be mandatory for opening bank accounts, as per the constitutional validity of the Aadhaar scheme upheld by Supreme Court. But, the of Jandhan- Aadhaar-Mobile(JAM) will continue to provide the necessary backbone for coverage of these activities and thereby accelerating the pace of digitised financially included and insured society. Hence , Aadhar will be essential for getting JAM benefits like DBT , an official statement said.

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

  • Food Allergy

  • A food allergy is an adverse immune response to a protein. It is distinct from other responses to food, like food intolerance and food poisoning. On first exposure to the offending food, the body’s immune system produces antibodies called immunoglobin E (IgE), which are specific to that allergen. With any subsequent exposure, the allergen binds to the IgE antibodies, which triggers the immune system to initiate a more rapid and aggressive response.

    Major Allergens

    Cereals containing gluten; i.e., wheat, rye, barley, oats or their hybridized strains and products of these Crustacean Shell fish like shrimps, prawns, crabs, lobsters and Mollusks like oysters, clams, mussels

    Eggs and egg products

    Fish and fish products

    Peanuts, soybeans and products of these

    Milk and milk products (lactose included)

    Tree nuts and nut products eg. Walnut, Almond, Pistachios, Cashew nuts

    Sulphite in concentrations of 10 mg/kg or more

    Tips to avoid food allergy

    There are no medications that cure food allergies. The most important treatment is the elimination of the allergy-causing food.

    Careful reading of ingredient labels is essential to avoiding all foods with the allergy-causing ingredient.

    If a food does not have an ingredient label, it is safest to avoid that food.

    Check packaging thoroughly – sometimes an ingredient listing is placed on one side of a product and an advisory label (i.e., “may contain”) is placed on another side.

    Avoid products with advisory labels for your specific allergen. The use of such labeling communicates some level of risk.

    People with allergies would benefit from a diet that is less processed and closer to natural foods, because there are fewer additives in these foods that could cause problems.

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

  • Measuring tapes

  • Measuring tapes are used for measuring the length, size or dimension of products like -Pipes, metal rods, electrical cables, ropes, furniture, stone slabs, Plots / land / farms in real estate, building construction and agriculture sector. Shopkeepers, furniture traders and carpenters, plumbers, manufacturers, engineers, builders, repairers and tailors use this tool in everyday life. Consumer may suffer huge loss due to wrong measurements and misuse of the equipments

    Mandatory declaration on the measuring tape:

    Nominal length of the tape, graduation in SI system & Accuracy class I, II or III( in an oval).

    Name of manufacturer or trade mark or both & indication of the location of zero of the scale.

    Model Approval mark (IND/09/2018/125) issued by Government of India.

    “Approved/Verified in metric system only by Legal Metrology authority Government of India” to be necessarily written on the measuring tape.

    Verification Stamp affixed on the metal, plastic, leather or other strip at the beginning of tape.

    Ensure the measuring tape is not bent intensely by the trader to cheat consumers.

    Marking of graduations other than metric system is treated as non standard measuring tape.

    Retail sale price per metric unit and its measurement both should be in metric system.

    Ensure the steel hook or ring at the initial end of tape is included in the total length of tape.

    Any joint or any repairing inside portion of measuring tape may be cheating to reduce it.

    Two years validity of verification/stamping (A/B/C/D, Inspector Code, Year) at the initial ends.

    Product should not be stretched by trader during measurement to reduce its length.

    Substitute of measuring tape is not allowed to use in selling / trading of product.

    If any violation is observed, consumers may contact ----

    Tier-I : Nodal officer ( Controller of legal metrology) of the State / UTs.

    Tier–II : Dist. 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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