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

Issue No:09/IIPA   
Sept 2016
Inside the issue


Call Statistics
C S Index
Words of appreciation



Consumer Kaleidoscope
Recent announcements for consumers

To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free no.


(All Seven days)
09.30 AM to 05.30 PM

or SMS your name and city to
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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 Expert:
• Mr. Prabhat Kumar

Designing & Development:
• Mr. Ashish Kumar Gaur

Jago Grahak Jago



You are reading of the ninth issue of Year 2016.

The National Consumer Helpline (NCH) is a project of the Union Ministry of Consumer Affairs and operates under the Centre for Consumer Studies at Indian Institute of Public Administration. Keeping in view the increasing demand of NCH by Consumer, the Department of Consumer Affairs has expanded NCH and at present 49 Lines are available to Consumer to file their complaints. Apart from this, the NCH at IIPA is also being renovated to cater to the needs of the consumer.

The new web portal has been developed by NIC and is being used to record and handle complaints received at NCH. All calls whether received at helpline or directly on website both are lodged on this portal. Convergence Companies have also got login credentials for consumer complaints redressal on this new portal to view complaints and update the resolution.

The Project recognizes the need of consumers for a Telephone Helpline to deal with multitude of problems arising in their day-to-day dealings with business and service providers. NCH is mandated to support consumers by:

- Alternate Dispute Redressal system (ADR): Guide consumers on how to get their grievance redressed. Also NCH provide a digital platform to 200+ convergence companies for resolution and redress of customer complaints, as per the policy of the company. Industry interactions are platforms for open communication.

- Information & guidance: provide information to consumers on products, services, company addresses, ombudsman, Regulators and consumer forums. Counselors provide information as per the stage of the complaint – Tier 1, 2 or 3. Information is also provided for standards ( Hallmark, ISI) and other services like RTI, PAN card, UIDAI, Financial Inclusion programs etc.

- Advocacy: Based on the analysis of data at NCH and trends that emerge, 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 on various platforms.

  • In September 2016, the dockets made/ updated of calls, SMS and complaints received online, the NCH website, and new website were 25,725 .

  • The NCH Website has registered 2,04,932 hits during the month of September 2016.

  • Convergence : The Grievance Resolution Management System of companies who have registered with NCH voluntarily. Complaints sent to these companies were 8922. Responses to 5794 complaints were received from Convergence companies in the month. Total responses directly from consumers and companies are 5888.

  • CPGRAMS complaints:Over the last seven months, the helpline has been responding to complaints forwarded by Department of Consumer Affairs on This is a Govt. of India Public grievance portal administered by DARPG for citizens to voice their grievances.
Geographical Distribution: 
The numbers of calls received from top five states in descending order are Uttar Pradesh, Delhi, Maharashtra, West Bengal and Gujarat.

image loading for Percentage of calls State wise...

Major Sectors: 
The sectors were restructured in the new software with Industry wise and then subsequently category wise. The top five sectors for which calls were received are E-Commerce, Electronics Products, Telecom, Consumer Durable and Banking.
image loading for Percentage of calls Sector wise...

Besides consumer awareness, NCH also works towards 'making Corporates 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 accessed by the nodal person (SPOC) at each company who is also responsible for uploading the responses. Responses received were for 5794 complaints. Feedbacks of 94 complaints, not part of ‘convergence’, were received directly from the complainants.


On the new web portal there were total 39 feedback received, out of which 33 were in the feedback form for registered users (having docket numbers/preregistered mobile numbers) and six were entered as public feedback.

image loading for Words of appreciation ...
(Recent announcements in Consumer Interest)

  • ‘Rules regarding Periodical updation of Know Your Customer (KYC).

  • Different periodicities have been prescribed for updation of KYC records depending on the risk perception of the bank. KYC updation is required to be done at least once in two years for high risk customers, once in eight years for medium risk customers and once in ten years for low risk customers. This exercise would involve all formalities for KYC normally taken at the time of opening the account.

    While periodic updation of KYC has to be carried out in respect of customer categorised as ‘low risk’ also, if there is no change in status with respect to the identity (change in name, etc.) and/or address of such customers the banks may ask such customers to submit only a self-certification about ‘no-change in status’ at the time of periodic updation. Banks may not ask such customers to submit copies of ‘Officially Valid Documents’ for periodic updation.

    In case of change of address of such ‘low risk’ customers, they could merely forward a certified copy of the document (proof of address) by mail/post, etc. Physical presence of such low risk customer is not required at the time of periodic updation.

    Customers who are minors have to submit fresh photograph on becoming major. However, if the customer fail to provide the KYC documents at the time of periodic updation, the bank has the option to close such account. Before closing the account, the bank may, however, impose ‘partial freezing’ (i.e. initially allowing all credits and disallowing all debits while giving an option to you to close the account and take your money back). Later, even credits also would not be allowed. The ‘partial freezing’ however, would be exercised by the bank after giving the customer due notice.

  • ‘To facilitate Financial Literacy and grievance redressal RBI launched a new web portal ‘Sachet’

  • RBI has opened an investor friendly site , where an investor is guided about genuineness of Deposit accepting entity. The investor can also lodge a complaint against a fraudulent entity and track the complaint too.

    State Level Coordination Committee (SLCC) is the joint forum formed in all States to facilitate information sharing among the Regulators viz. RBI,SEBI,IRDA,NHB, PFRDA, Registrar of Companies (RoCs) etc. and Enforcement Agencies of the States viz Home Department, Finance Department, Law Department, Economic Offences Wing (EOW) etc., with the objective to control the incidents of unauthorized acceptance of deposits by unscrupulous entities.

    In the recent past, there has been a spurt in the activities of the entities which accept money under various garbs by violating the directions of the Regulators and structure their scheme in a manner which escapes the apparent meaning of Deposits and the attention of the Regulators.


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

    or SMS your name & city & send to +918130009809
    ( Monday to Saturday  9.30AM to 5.30PM)  

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