NCH
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IIPA
 

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


 
       1st-15th  
Sept 2017               The fortnightly e-newsletter of the National Consumer Helpline
 
Inside the issue

 

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Snapshot of activities

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CPGRAMS Complaints

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Goods & Service Tax

 

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Consumer Kaleidoscope
   
Events Gallery

99th OTP for Presidents and Members of District Consumer Forum at IIPA

 

 

Contact

To seek information, advice and guidance on consumer problems

Contact
National Consumer Helpline

Toll Free Numbers

14404, 1800-11-4000

(All Working days)
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
• Ms. Sunita Manik

Sector Expert:
• Mr. Prabhat Kumar
• Dr. Mamta Prajapati
• Mr. JN Prajapati

Designing & Development:
• Mr. Ashish Kumar Gaur

 
Jago Grahak Jago


 
Editorial Team




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Jago Grahak Jago




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CONSUMER VELOCITY @ NCH.

The National Consumer Helpline (NCH) is a project of the Dept. of Consumer Affairs, Govt of India and operates under the umbrella of the Centre for Consumer Studies, Indian Institute of Public Administration New Delhi. The web portal www.consumerhelpline.gov.in developed by NIC is the platform to record and handle complaints received at NCH. In addition, ‘Consumer App’ launched by the Dept. of Consumer Affairs can be downloaded from Google Play to register complaints. The web chat facility is also available for consumers for any enquiry that they may have.

NCH does the following:

Information & guidance:NCH advises, guides and handholds the aggrieved consumer and makes efforts to get his complaint resolved. It provides a platform to escalate complaints to companies for redress and resolution.

Alternate Dispute Redressal system (ADR): The alternate dispute redressal system has 289 companies as convergence partners. Convergence companies have got login credentials to redress consumer complaints on the portal itself.

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 organization and to the Department of Consumer Affairs, and the information is shared with consumers at various platforms.

EVENT GALLERY:  

99th OTP for Presidents and Members of District Consumer Forum at IIPA

Participants of the 99th Orientation Training Programme for Presidents and Members of District Consumer Forum IIPA visited to National Consumer Hepline on 1st September 2017 to get a first hand experience on the NCH operations.

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SNAPSHOT  
Dockets Registered

From 1st-15th September 2017, National Consumer Helpline registered 18,815 dockets. Out of 18,815 complaints, 12,572 complaints were handled at the Toll free numbers, 1059 calls were made to SMS received, 5406 complaints were registered on the Website, and 94 complaints were reported through ‘Consumer App’. On the web chat facility, 2186 users queries were handled.

State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

The top five sectors for which complaints received were E-Commerce, Telecom, Consumer Electronics Products, Banking and Consumer Durables.
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Corporates responsible’ in resolving consumer grievances at the prelitigation level itself, by having an alternate redressal mechanism .Currently over 295 brands 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. 7380 complaints were registered for convergence companies and 575 responses were received from them . Resolution provided by them could be partial, complete or educative. The Website www.nationalconsumerhelpline.in has registered a hit count of 1,13,672 from 1st -15th September 2017.


• For the week 1st -8th September 2017 complaints : Postal

  • 28 % complaints are received related to Delay/Non delivery of Registry/speed post/ parcel complaints are that postal items are not actually delivered within the prescribed time limit , online status is showing delivered but items are not actually delivered to consumers , Consumers are not receiving important documents like PAN card , Adhaar card RC sent by Govt. depts.

  • 22% complaints are related to stamps , envelopes etc. not available in the postal offices , not getting maturity amount of schemes like KVP , NSC , RPLI etc , postman is charging extra money for deliver items , basic services are not provided by the postal dept , not able to withdraw cash from post offices.

  • 18% general enquires are received like contact nos. of post offices , online status of delivered items , saving schemes available in post offices.

• For the week 9th -15th September 2017 : Complaints : Automobile
  • 20% complaints related to delay in receiving Registration Certificate , not getting service book , charging extra for registration ,not getting . insurance papers , no extended warranty documents provided.

  • 17% complaints are where complaints are not entertained by dealer/SC , charging extra amount than mentioned in the agreement ,promised accessories not provided with vehicle , delay in getting new vehicle , service centre issues.

  • 6% General enquiries are received in which consumers have mainly enquired about the ways of financing and insurance of vehicles , contact details of company , not getting bill .


NCH also responds to complaints forwarded by the Department of Consumer Affairs received on www.pgportal.gov.in. This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances. From 1st -15th September 2017 , NCH has received 194 complaints and has redressed 38.


From July 1, 2017, Consumers in India need to pay Goods and Services Tax ( GST). GST includes various Central and State Govt. Indirect taxes like VAT, Central Excise Duty, Sales Tax, Service Tax, etc. So, it is described as one tax for one nation. 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 - 1st to 15th September 2017
image loading for Percentage of calls Sector wise...
CONSUMER KALEIDOSCOPE
(Recent announcements in Consumer Interest)


  • “Better BEWARE, while using your credit Card”

  • While almost everything in this world has become accessible through internet, instances of online frauds are also on the rise. Fraudsters use disguised identities to acquire your personal and confidential credit card details such as username, password etc.

    There are certain things that you as a cardholder should keep in mind too:

    • Do not disclose your CVV, PIN, Online Account ID & Password or any other sensitive information to anyone.

    • Please do not share your OTP (One-time Password) for IVR Transactions with anyone.

    • Always type the web address in the browser. Don't use links received in emails sent from an unknown source.

    • Change all your passwords frequently and only from your own computer.

    • Don't update your account details in any pop-up window.

    • Use only the virtual keyboard to log in.

    • Make sure you log out and then close the browser window after completing your online transactions.

    • Always check the last log-in date and time details in your online account.

    • Make sure that you register for Verified By Visa (VBV) OR MasterCard Secure Code (MCSC) before transacting online. Please do not share this password with anyone.

    • Check your card statement for suspicious transactions. Report unauthorised transactions immediately.

    • Install effective anti-virus/ anti-spyware/ personal firewall on your computer or mobile phone and update it regularly.

    • Beware of sites or offers that ask you to verify the confidential account details and don't open email attachments from strangers as they may contain virus/ Trojan which transmit keyed-in details to phishers.

    • Always shop from reputed shopping sites and check the transaction site for secure symbols like https:// or the padlock icon.

    Extract From : https://www.onlinesbi.com/personal/security_tips.html>


  • Updates for the consumer’s on the Electronic Balances.
  • Legal Metrology unit under Department of Consumer Affairs, Ministry of Food, Consumer Affairs and Public Distribution (Government of India) to establish and enforce standards of weights and measures, regulate trade and commerce in weights, measures, weighing and measuring instruments, pre-packaged commodities and other goods which are sold or distributed by weight, measure or number and for matter connected therewith or incidental thereto, with the objective of ensuring public guarantee from the point of view of security and accuracy of weighing instruments and its weighment and measurement.

    Mandatory declarations to be observed near display of Electronic Balances :–

    • Accuracy class: (Special class- I, High class- II, Medium class– III or Ordinary Class–IIII )

    • Max cap ….. , min cap ……., & e = ……… ( in SI Unit )

    • Model Approval Number (Issued by the Central Govt.)

    • Trade Name & Name of manufacturer.

    • Stamping Plate (either aside or back side of the weighing scale)

    Additional points to be observed by the consumer before weighing any products :---

    • Weighing scale having dual display, should be well leveled on horizontal hard surface without running fan and magnetic material in its surroundings.

    • Weighing scale should be properly sealed by wire and stamped on Lead seal by the inspector (Year, Quarter of three months (A/B/C/D) and code of inspector may be seen on the lead seal).

    • Stable zero indication should be observed on the display before weighing.

    • Correctness of the weighing scale may be checked by using verified and stamped weights.

    • Jewellery items should be purchased only from air and dust proof glass covered balances of special accuracy class - I & high accuracy class – II.

    • It should be insured that weighing scale is warmed up half an hour before start weighing of items that one to be purchased.

    At the time of purchasing sweets, the empty container should be tare by “Tare” key.

    • It ensure that,container weight is not included by the trader alongwith commodity purchased.

    • Serial no. …….. of the machine should be observed on the stamping plate affixed either aside or backside of the weighing scale.

    In case a consumer wants to complain for any packaged product which does not conform to the above declaration, one may contact and complain to the Inspector Legal Metrology/ District / State / Union Territory with the following details.

    • Complete address of the shop, phone number and Email from where commodity purchased.

    • Name of items, commodity and its quantity purchased by weighing.

    • Proof of purchase (BiIl / Invoice).

    • Brand, accuracy class and Serial no. of weighing scale used for weighing of items purchased.

    • 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.

     

    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 .
    Website: www.nationalconsumerhelpline.in
    You can also register your complaint on mobile application "Consumer App" of Department of Consumer Affairs and website www.consumerhelpline.gov.in

    Published by : National Consumer Helpline : www.nationalconsumerhelpline.in
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