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

Issue No:4/IIPA   
April 2015
Inside the issue





Consumer Kaleidoscope- Recent announcements for consumers
Events Gallery

Presidents and Members of Consumer forums of different districts of UP visited National Consumer Helpline on 9th April 2015 .



To seek information, advice and guidance on consumer problems

National Consumer Helpline

Toll Free no.


(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



You are reading of the fourth issue of Year 2015 from IIPA.

National Consumer Helpline The National Consumer Helpline a project of Department of Consumer Affairs, Govt. of India, operates from the Indian Institute of Public Administration (IIPA), as part of the Center for Consumer studies (CCS). CCS acts as a ‘think tank’ and knowledge partner of the Department of Consumer Affairs for 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.

Presidents and Members of Consumer forums of different districts of Uttar Pradesh visited National Consumer Helpline on 9th April 2015 to have a feel of live telephonic Consumer complaints.

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Ms. Mansi Taneja, Counsellor at National Consumer Helpline spoke on “Food Safety” and consumer related issues in a programme conducted by Radio Dwarka in the month of April 2015.To watch the live Video. Click here.

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  • In April 2015, the dockets made/ updated from calls and SMS received along with complaints received online at NCH website were 14201 out of which 11803 calls were handled at the Toll free number and 2398 complaints were reported on NCH - Online Complaint Management System. These calls are included in the total of 14201 calls handled in April 2015.

  • The NCH Website has registered a total hit count of 2, 71,149 in April. There were 30, 233 'unique' visitors to the website, and on an average, each visitor spent around 5.12 minutes. Complaints registered on the website for various products and services were 2781. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself.

  • Consumer Detriment : In April 2015, Consumer detriment has been computed at Rs. 32 ,81, 67 ,679 for 4728 dockets. This is calculated on the basis of average value in each sector.

  • Convergence The Grievance Resolution Management System received complaints for companies, who have registered with NCH voluntarily. Responses of 2271 complaints were received from 200+ Convergence companies in April 2015. Total responses directly from consumers and companies are 2359.

  • Dipstick Feedback on responses from Convergence Companies: A quick survey, which gives a general feel than statistical probabilities. At NCH we randomly call up complainants whose problem has been responded to by the ‘Convergence’ company’ to ascertain whether the response given by the company on the complaint is corroborated by the complainant and the complainant is satisfied. In case, the complainant is not satisfied and wants to move to the consumer forum, consumer is guided to do so by NCH.
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  • Feedback on Counselling Services:The feedback process to assess the counseling services provided by NCH.NCH counselors is at a score of approximately 4.11.
Geographical Distribution: 
The numbers of calls received from states in descending order are Delhi, Uttar Pradesh, Maharashtra, Haryana and West Bengal.

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Major Sectors: 
The top five sectors for which calls received were – Consumer Durables, Telecom, E-Commerce, LPG/PNG and Banking.
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Consumer Detriment:
The top five sectors, which account for the higher value of consumer detriment estimated are (In descending Order)–Real Estate, Automobiles, Consumer Durables, Motor Vehicle Insurance and E-Commerce. Consumer Detriment totaled Rs. 32, 81, 67, 679. The other sectors covered are: Insurance – Life, General, Health Insurance, Medical Negligence, Travel & Tours, Legal, Banking, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, Drugs & Cosmetics and Food safety.
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Besides consumer awareness, NCH is also working 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 of 2271 complaints. Feedback on 88 complaints, not part of the convergence companies, was received directly from the complainants.

Dipstick feedback on Responses from Convergence Companies

Our initiative over the last few months on the dipstick feedback from complainants has yielded an average of 74% resolution. 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 are as follows

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NCH takes feedback to assess the counseling services provided. Feedback helps in developing inputs for training and operations as it gives the complainants perspective. All complainants who have registered their email id receives a feedback questionnaire within one working day asking them to evaluate their experience of our counseling service

Consumer satisfaction averages 4.11 out of 5 for the month of April 2015, where 5 stand for very satisfied and 1 stands for extremely dissatisfied.

Words of appreciation
(reproduced as received)
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(Recent announcements in Consumer Interest)

  • When the complaint can be rejected to admission?

  • Department of Consumer Affairs ,Govt. of India organized a one day seminar on 18th of March 2015 on the occasion of World Consumer Day which is celebrated all over the world on 15th of March every year. During the discussion, an issue was raised by one of the Presidents of consumer forum from the state as to whether complaint can be rejected for admission if prima facie it appears meritless case.

    Answer is – No. A special provision was made in the act in the amendment 2002 for preliminary hearing to be done by the forum to check three things-

    1. Whether complainant is a consumer.
    2. Whether complaint has been filed within limitation of two years .
    3. Whether the forum/commission has the jurisdiction to hear the case.

    Prior to this provision, number of cases were getting dismissed after the entire proceedings are complete on the ground-complainant was not found consumer or the forum had no jurisdiction to deal with the matter or the delay was not condoned in the beginning . Hence in order to assure that complainant shall get final verdict at the end, these three things are to be strictly seen . If filing is done beyond limitation, application for condonation of delays considered first . But the act does not empower the consumer forum to decide whether case has merit or not. It will be the other party to object or raise question who has to defend the case and it is the complainant to establish his case by providing the forum sufficient evidence . Forum has to judge on the basis of material produced on record and only then can come to the conclusion whether complainant could prove his case or not. It is a general principal of law that every person in litigation has a right to be heard. If it is left to the forum to take up or reject the complaint for admission, there is all possibility of misuse at the staff level and many genuine cases shall meet the fate of rejection for getting admitted.

    This blunder need to be avoided right at the first stage .

    The practice followed by some consumer forums dismissing the complaint at the time of admission on merit is not appreciated. The provisions laid down in the act are to be followed in its proper spirit, there is no discretion available with bench to do otherwise.

  • RBI directs banks to include “third gender” on forms.

  • Reserve Bank of India has directed all Banks to include “Third Gender” in all forms /applications, wherein any gender classification is required to be mentioned. This directive is circulated vide RBI Notification no. 2014-15/583 Dated 23th April’15. This is based on The Supreme Court judgment dated 15th April’14, I the case of National Legal Services Authority v. Union of India and others [AIR 2014 SC 1863: (2014) 5 SCC 438] on treating all transgender persons as ‘third gender’. The Supreme Court, in that case, upheld transgender persons’ right to decide their self-identified gender and directed the Centre and State Government to grant legal recognition of their gender identity such as male, female or as third gender. Banks are, therefore, directed to include ‘third gender’ in all forms/applications etc. prescribed by the Reserve Bank or the banks themselves, wherein any gender classification is envisaged.

    Impact: transgender persons face difficulties in opening accounts as there is no provision for them in the account opening and other forms. With the recent guidelines by RBI to include “third gender” on forms while opening an account with bank. The “Transgender” persons will not face difficulties in opening Bank accounts.


    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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