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

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



Snapshot of activities


CPGRAMS Complaints


Goods & Service Tax



Consumer Kaleidoscope
Events Gallery

Training of NCH Counsellors on “Staying safe on the internet” on 22nd September 2017




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

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

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 umbrella of the Centre for Consumer Studies, Indian Institute of Public Administration New Delhi. The web portal 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 309 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.


Training of NCH Counsellors on “Staying safe on the internet” on 22nd September 2017

To help Indian consumers stay safe on the internet the Department of Consumer Affairs in a joint initiative with Google has set up a microsite on the department website •It aims to educate consumers about managing their digital footprint ,to understand opportunities and challenges of digital ecomomy.Also it helps to raise awareness about internet safety amongst Indian consumers and integrate the safety message into everyday tasks that they undertake over the internet -Doing financial transactions, using emails, doing e-commerce or simply surfing the internet for information, to help every user to navigate through the web safely.Google officials-Ms Vanita Dixit ,Mr Ashish Vats,Mr Gourav did a training session of the NCH counselor on all the above ,so as to understand the challenges of digital ecomomy.The training session was for half a day and the counselor participated actively,asking many questions,making the session very interesting and informative.

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Dockets Registered

• From 16th-30th September 2017, National Consumer Helpline registered 18,944 dockets. Out of 18,944 complaints, 12,832 complaints were handled at the Toll free numbers, 849 calls were made to SMS received, 5349 complaints were registered on the Website, and No complaints were reported through Consumer App’. On an average 42 users are contacting NCH per day through web chat.

State-wise Dockets Registered: 

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

image loading for Percentage of calls State wise...

Major Complaint Sectors: 

The top five sectors for which complaints received were E-Commerce, Telecom, Banking, Consumer Electronics Products 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 309 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. 8509 complaints were registered for convergence companies and 3457 responses were received from them. Resolution provided by them could be partial, complete or educative. The Website has registered a hit count of 1,09,608 from 16th-30th September 2017.

• Complaints trends in the sector as follows : Legal Metrology

  • 86% complaints are related to charging more than MRP on packed water bottles , cold drinks, telecom recharge coupons and Ayurvedic medicines . Consumers have complained that shopkeepers are charging extra amount on MRP as cooling charges , or GST or not providing bill , or not providing amount charged on purchased items.

  • 34 complaints are related to sale of smudging of MRP on packaged items or sale of packaged FMCG products having less weight .Consumers have mainly complained that shopkeepers are putting slip or smudging on the actual MRP , manufacturing date . Consumers have also complained that online delivered FMCG products weighting less than the actual weight mentioned on the pack.

  • 7% are general enquiries counts are 31 received in which consumers have enquired about the dual pricing , GST on MRP , helpline nos. of state wise W&M depts , information related to declaration of mandatory information on packed items.

• Complaints trends in the sector as follows : Railway
  • 56% complaints relate to delay in getting refund of tickets booked through IRCTC , delay in getting refund of counter tickets booked through credit cards , not getting refund of tickets on cancellation of trains , issues in getting refund in e-wallet account from IRCTC and deduction of gateway charges by IRCTC.14% complaints are related to deficiency in services like low quality of food at railway stations , items more than the MRP , delay in delivery of parcels booked in Railways , deduction of additional amount on online booking of tickets , not providing promised services in trains specially AC coaches.

  • 8% general enquiries received relate to cancellation charges , IRCTC contact details , information on time limit in getting refund from IRCTC , misbehavior by railway staff , enquiry on platform tickets etc.

NCH 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 September 2017 , NCH has received 180 complaints and has redressed 91.

From July 1, 2017, Consumers in India are required to pay Goods and Services Tax ( GST). On Products or services are related 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 in the period -16th-30th September 2017
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(Recent announcements in Consumer Interest)

  • Updates consumer’s on Weights and Measures

  • The Legal Metrology unit under Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution (Government of India) established to 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 weights & measures.

    Mandatory specification & declarations information to consumer --

    • Accuracy class: (Bullion weights or Non-Bullion weights)

    • Rectangular bullion mark should be observed for Brass bullion weights

    • Non bullion weights are made of either brass or cast iron, may also be observed.

    • Denomination of weights in SI Unit (“kg” or “g” ) -- English and Hindi both in upper side.

    • Denomination of capacity measures in SI Unit (“l” or “ml” )-- English and Hindi both

    • Loading hole filled with lead and inspector seal may be observed in the loading hole of the weights and it is valid up to 2 years only.

    • Stamping stud with lead seal may be observed on the cylindrical or conical capacity measures and it should also be valid up to 2 years.

    Before purchasing any product, consumer should check the following -------

    Commercial weights : --

    • All the Commercial weights having loading hole for its adjustment of correct weight.

    • Loading hole of the commercial weights filled with lead and stamped by the inspector in which Year, Quarter of four months (A/B/C/D) and code of inspector should be observed and validity of the lead seal for two years may be ensured.

    • Goods are not to be purchased by old iron weights, Stone pieces or non-standard weights, and whether lead has been replaced by another light material to reduce the weight by the trader, depth of loading hole should not be increased in the lower side of the weights.

    Commercial capacity measures: ---

    • The bottom of the liquid measure not should be disturbed/ pressed inside to reduce the capacity of measure by the trader,Also the volume of the measure should not be reduced by fixing rubber, tin or other material inside it.

    • The measure must be filled up completely and at the time of Delivery / pouring it must be completely exhausted.

    • The thumb of the retailer should not be inside the liquid being measured.

    • It is to be ensured that there are not any air bubbles inside the liquid to be measured.

    • In case a consumer wants to complain for any violation not conforming 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 E-mail from where commodity purchased.

    • Name of false weight or measure used, commodity its quantity purchased by weight /measure.

    • Proof of purchase (BiIl / Invoice).

    • If shopkeeper refuses to give 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.

  • Know more about Packaged Food Labelling
  • Packaged food market is one of the fastest growing sectors in India. Due to the convenience factor combined with good shelf life, packaged food products are making their way into the market. FSSAI, the apex body controlling the activities related to food processing had laid down the norms for labelling of packaged food products. Consumers during purchase of food items must check contents on the label for following points. –

    • Tetra pack / Poly pack / bottles / Tin or Glass containers must be securely sealed.

    • Name of Food mentioned including trade name or description of food contained in the package.

    • FSSAI Licence No. to be displayed on the principal display panel.

    • List of Ingredients with appropriate title, such as the term “Ingredients (Exception for single ingredient foods):-
      i) Name of Ingredients used in the product shall be listed in descending order of their composition by weight or volume.
      ii) Added water shall be declared in the list of ingredients

    • Nutritional information / nutritional facts given for per 100 gm or 100ml or per serving of the product must contain the following:-
      (i) energy value in kcal;
      (ii) the amounts of protein, carbohydrate (specify quantity of sugar) and fat in gram (g) ;
      (iii) the amount of any other nutrient for which a nutrition or health claim is made

    • Declaration regarding Veg or Non veg

    • Declaration regarding Food Additives.

    • Name and complete address of the manufacturer.

    • Lot /Code/Batch identification to be traced in the manufacture and identified in the distribution.

    • Date of manufacture or packing.

    • Shelf life of product to be mentioned as Best Before / Use by date / Recommended last consumption date / Expiry date.

    Deciphering Best before / Use by date / Recommended last consumption date / Expiry date:

    “Best before” means the date which signifies the end of the period under any stated storage conditions during which the food shall remain fully marketable and shall retain any specific qualities for which claims have been made and beyond that date, the food may still be perfectly safe to consume, though its quality may have diminished. However the food shall not be sold if at any stage the product becomes unsafe.

    “Use – by date” or “Recommended last consumption date” or “Expiry date” means the date which signifies the end of the estimated period under any stated storage conditions, after which the food probably will not have the quality and safety attributes normally expected by the consumers and the food shall not be sold.

    In case of any discrepancies found ,consumer can complaint as per given hierarchy –

    Tier I: Nodal Officer / Customer care of the company,mentioned on product packaging

    Tier II: Commissioner of Food Safety of the State / Union Territory

    Tier III: Central Food Authority, Food Safety Standard Authority of India

    Source: Food Safety and Standards (Packaging and Labelling) Regulations, 2011


    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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