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

Issue No:5/IIPA   
May 2015
Inside the issue


  • Call Statistics
  • Convergence
  • Feedback Survey
  • Words of appreciation


    Consumer Kaleidoscope
    Recent announcements for consumers
    Events Gallery

    Centre for Consumer Studies has organized two National Seminars in May.NCH, being a part of CCS helped in organizing these seminars. .



    To seek information, advice and guidance on consumer problems

    National Consumer Helpline

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    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 Experts:
    • Dr. Prem Lata
    • Mr. Prabhat Kumar

    Designing & Development:
    • Mr. Ashish Kumar Gaur

    Jago Grahak Jago



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

    National Consumer Helpline The National Consumer Helpline - a project of the 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.

    A Presentation on 'Consumer Enpowerment thorugh Helplines' was delivered by Ms. Deepika Sur, Project Manager to the members of Uttar Pradesh District Consumer Forum at IIPA on 29th May 2015. Later they visited the helpline to see its functioning.

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    Centre for Consumer Studies has organized two National Seminars - one was on    'e-Commerce & Consumers:Issue and challenges' and second was on 'Financial Services and Consumer Protection' in the month of May 2015. NCH, being a part of CCS helped in organizing these seminars. it was well attended by Academicians, Corporate, VCOs etc.

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    National Seminar on 'e-Commerce and Consumers: Issues and Challenges' on 8th May 2015.

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    National Seminar on 'Financial Services and Consumer Protection' on 15th May 2015.
    • In May 2015, the dockets made/ updated from calls, SMS and complaints received online at NCH website were 14548 out of which 10741 calls were handled at the Toll free number and 3807 complaints were reported on the NCH - Online Complaint Management System.

    • The NCH Website has registered a record total hit count of 3, 45, 212 in May. This is the highest hit counts we have received in a month. There were 35,776 'unique' visitors to the website, and on an average, each visitor spent around 5.37 minutes. Complaints registered on the website for various products and services were 3807. Complaints received on the website are responded to by companies on the NCH online complaint handling module in the website itself

    • Consumer Detriment : In May 2015, Consumer detriment has been computed at Rs. 33,77,73,003 for 5438 dockets. This is calculated on the basis of average value in each sector.

    • Convergence : The Grievance Resolution Management System of companies, who have registered with NCH voluntarily. Responses to 3110 complaints were received from Convergence companies in May 2015. Total responses directly from consumers and companies are 3241.

    • 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
    • .
    • Feedback on Counselling Services:The feedback scores of the counselling services provided by NCH is 4.05 out of 5,where 5 stands for very satisfied and 1 stands for extremely dissatisfied.
    Geographical Distribution: 
    The numbers of calls received from top five states in descending order are Delhi, Uttar Pradesh, Maharashtra, Haryana and West Bengal.

    image loading for Percentage of calls State wise...

    Major Sectors: 
    The top five sectors for which calls were received are – Consumer Durables, Telecom, E-Commerce, Banking and LPG/PNG.
    image loading for Percentage of calls Sector wise...
    Consumer Detriment:
    The top five sectors, which account for the higher value of estimated consumer detriment are (In descending Order)–Real Estate, Automobiles, Consumer Durables, Banking, and E-Commerce. Consumer Detriment totaled Rs. 37,77,73,003. The other sectors estimated are: Insurance – Life, General, Health, Motor Vehicle Insurance, Medical Negligence, Travel & Tours, Legal, Postal, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, Drugs & Cosmetics and Food safety.
    image loading for Consumer Detriment...

    Besides consumer awareness, NCH is also working 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 uploaded on the website and nodal person (SPOC) at each company is responsible for uploading the responses. Responses received were for 3110 complaints. Feedback on 131 complaints, not part of ‘convergence’ , was received directly from the complainants.

    Evaluation of Responses from Convergence Companies

    The dipstick feedback, which has now been implemented for more than a year, 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 is as follows

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    NCH takes feedback from callers to assess the counseling services provided. Feedback helps in developing inputs for the service provided as it gives the complainants perspective. All callers who register their email id receive a feedback questionnaire within one working day requesting them to evaluate their experience of our counseling service

    On analysis, Consumer satisfaction averages 4.05 out of 5 for the month of May 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)

  • Share Transfer and the Consumer Protection Act

  • In a case of Times Guarantee Financial Ltd v/s Mrs Snehal Prakash Gavankar RP No.2537/20111&1757/2012 decided on 13.11.2104 by the National Consumer Dispute Redressal Commisssion ,the main issue for discussion was whether allotment of share would be ‘goods’ or whether it will be considered as ‘service’ under Consumer Protection Act, and if a share holder will be a ‘consumer’. Number of judgments are discussed for coming to the final conclusion and it was held that share trading is a commercial activity and does not fall under the’ consumer’ definition for the following reasons-

    • Consumer as the term implies is one who consumes, hence goods must exist. Shares would be goods when allotted ,and till then they do not exist, hence are not goods that existed for consumption - Morgan Stanely Fund v Kartick Das 11(1994)CPJ 7 SC

    • The object of issuing a share is to build up capital. To raise capital means making arrangement for carrying on trade and in clear terms this falls under commercial activity which is out of the purview of consumer protection act: A.Asthambi v Company Secretary Satyam Computer Services Ltd. & others decided on 14.12.2012, SC

    • For allotment of shares ,one need to open Demat account, the purpose of which is trading in shares . In the present case, Demat account was suspended due to default in providing PAN No. to the Bank and complainant had alleged that he suffered loss due to suspension of account. It is again clear that the entre activity of share purchase through Demat is for commercial purpose and compulsion of opening Demat account itself is confirming factor of share trading - a commercial activity . Ganpati Parmeshwar kasha & others v Bank of India First appeal no 362/2011NC

    • Dealing with such issues of sale purchase of shares involves elaborate evidence, time of purchase, the prevalent price at the particular time of opting for purchase and evidence regarding the passing of instructions by the client to the broker. It becomes a complicated question of facts and law and hence is a subject matter of civil court. Som Nath Jain v R.C. Goenka Go1994 CPJ 27 NC

  • Nomination facility is in Consumer Interest

  • Nomination is a facility that enables a deposit account holder(s) (individual or sole proprietor) or safe deposit locker holder(s) to nominate an individual, who can claim the proceeds of the deposit account(s) or contents of the safe deposit locker(s), post the demise of the original depositor(s) or locker holder(s).

    Specific nomination forms need to be completed and submitted to the Bank for registering the nomination facility. Different forms are applicable to register nominations on deposit accounts and safe deposit lockers. The Bank will acknowledge receipt of the nomination form and send a confirmation of having recorded the same. This confirmation must be kept securely either with the deposit account holder or with the nominee, if the account holder so wishes. It is as per The Banking Regulation Act, 1948 [para 45ZA to ZF]. Signatures of the account holders need not be attested by witnesses. However, for nomination requests with thumb impression, two witnesses are required.

    Similarly, for Insurance products, nomination is a process through which a Life Assured nominates a person to receive the policy money in case of premature death of the Life Assured.It is governed by Sec 39 of Insurance Act, 1938.


    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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