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A Public Service Project sponsored by Dept .of Consumer Affairs,
Government of India
Summary Report – July 2017
National Consumer Helpline
Centre for Consumer Studies, Indian Institute of Public Administration,
Indraprastha Estate, Ring Road, New Delhi-110002
Toll-free Number: 1800-11-4000 or Short code: 14404 Consumer App (download from Google play store)
SMS: +918130009809
Website: www.consumerhelpline.gov.in You can also chat with us on our website
National Consumer Helpline – July 2017
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National Consumer Helpline – July 2017
In the month of July 2017, National Consumer helpline registered 44,801 dockets. Out of 44,801 dockets, 30,698 complaints were handled at Toll free number, 2392 complaints were made by outbound calls to SMS received, and 11,851 complaints were reported on Website and 289 complaints reported through “Consumer App”.
On the web chat from 1th July to 31th July 2017, 5451 users queries and complaints were handled. On an average, 210 users are contacting NCH per day on web chat.
The NCH Website www.nationalconsumerhelpline.in has registered a hit count of 1, 98,739 during the month.
Regionwise, the maximum numbers of complaints registered were from– Maharashtra 5,034 calls, forming 13.92% of total dockets made. Among the top five states are Uttar Pradesh, Delhi, West Bengal and Rajasthan registering between 13.40% to 6.15% of total dockets. Delhi is at the third position.
Sector wise, the ‘e-Commerce’ sector contributed the highest number of complaints– 15% of the total dockets made i.e. 6676. ‘Telecom’ Sector was at second position with 11% of the total dockets. The rest of the top five sectors are ‘Consumer Electronic’, ‘Govt. Taxes’ and ‘Banking’ registering between 8% to 6% of total docket made.
In the ‘Continual Consumer Education’ series every morning, 26 sessions on various topics were held.
Convergence–16,469 complaints were registered against Convergence companies and 8,686 responses were received from them, the response is at 53%.
Responses from consumers (User Review): Complainants have posted 353 user remarks on the portal. In 294 cases, consumers have confirmed that their problem was resolved, accounting for 83% of total responses.
Public/Consumer Feedback: There were 75 direct feedback on the website. 17 consumers were dissatisfied with company response, delay in response received were 13, satisfied with company response/advice were 5, Enquires were 13, Suggestions were 14 and Complaints were 13.These complaints cannot be handled as no contact details are available as they are not required to be mentioned in public feedback.
Email and Letters: 433 emails were received from Department of Consumer Affairs, out of which 180 complaints were registered on INGRAM. 40 letters were received by post including one pending of previous month of which have been replied and 12 letters remains pending during the month.
RTI’s responded to during the month were 3 and 16 Parliament questions were also responded too.
National Consumer Helpline – July 2017
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Top 10 States of India -Calls to NCH-July 2017
S.No State Calls Percentage
of Calls
1 MAHARASHTRA 5034 13.92
2 UTTAR PRADESH 4846 13.4
3 DELHI 4524 12.51
4 WEST BENGAL 2644 7.31
5 RAJASTHAN 2223 6.15
6 KARNATAKA 2163 5.98
7 GUJARAT 2113 5.84
8 MADHYA PRADESH 2021 5.59
9 HARYANA 1942 5.37
10 BIHAR 1530 4.23
STATE – WISE COMPLAINTS RECEIVED AT NCH
National Consumer Helpline – July 2017
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*Others’sector includes 14.6 % General enquiries and non CPA Complaints
SECTOR- WISE COMPLAINTS
Gender wise Calls
National Consumer Helpline – July 2017
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DATE TOPIC DESCRIPTION
1/7/2017 GST Recap - GST
3/7/2017 Open House Training topics/ database issues etc
4/7/2017 CPGRAM Operating the portal/registering complaints/selecting the right department
5/7/2017 Kisan Credit Card Product/loan & other components//conditions applicable /process in detail-1
6/7/2017 Kisan Credit Card Product/loan & other components//conditions applicable /process in detail-2
7/7/2017 Packers & Movers FOP's and enquiries/ Redressal mechanism
8/7/2017 Quality Call Audit
10/7/2017 Food Sector Nutraceuticals - benefit, applicable laws, advertisements-1
11/7/2017 Food Sector Nutraceuticals - benefit, applicable laws, advertisements,-2
12/7/2017 Legal Metrology Electronic weighing scales - gold & Silver weights-1
13/7/2017 Legal Metrology Electronic weighing scales - gold & Silver weights-2
14/7/2017 GST CBEC Web site and recent changes in GST
15/7/2017 Auditing and Call Handling Systematic Call Operations
17/7/2017 Smart Consumer App Project Study
18/7/2017 All sector Time frame Authorities and companies replying time frame
19/7/2017 Monthly Report NCH Monthly Report
20/7/2017 Allied Services Non CPA allied services issues
21/7/2017 Legal Metrology Legal Metrology FAQ's
22/7/2017 Real Estate Complaint Handling and RERA
24/7/2017 Shares and D-MAT AC Process in detail
25/7/2017 RTI RTI on NCH and Reply
26/7/2017 Food Sector Complaint Handling and Process
27/7/2017 Call Error Call Error , Wrong FAQ's
28/7/2017 Mobile Insurance Role of TPA Complaint Handling Process
29/7/2017 Society Welfare Association Role, Working and Complaint Handling
31/7/2017 Food Sector Complaint Handling and Process
Continual Consumer Education
National Consumer Helpline – July 2017
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*12 dockets were in process
.
Month
SMS Letters
Total SMS Received
Total Unique SMS Received
Dockets made in INGRAM (excludes
repeat Double dockets and Already spoken)
Total Complaints Received/C
F of previous Month
Disposed
July 2017 3770 2,392(63%) 1,389(58%) 40 28*
Convergence Companies Non Convergence Companies
Month Total
Complaints Received
Responses received
Total Complaints Received
Disposed / Action taken(email sent)
July 2017 16, 469 8686 (53%)* 16,237 16,237
*Response% is with respect to the number of complaints registered and responded to in the same month .It does not include the response received on the dockets registered in the previous month.
No of actual Complaints received on
twitter handle
Repeat Complaints
No of Dockets from tweets registered in
INGRAM-Unique
Complaints moved to
nodal officers of
Govt.
Complaints resolved By Company/Govt.
Complaints
in proce
ss
Disposed –Non
CPA/Repeat/ Not
resolved
27 5 22 2
Convergence
Non-Converge
nce
Govt. Dept. 6 4
10 0 0
INGRAM GRIEVANCE REDRESSAL@ NCH
COMPLAINTS RECEIVED FROM SMS & LETTERS
STATUS OF COMPLAINTS RECEIVED ON
National Consumer Helpline – July 2017
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Complaints are forwarded to NCH through PG Portal www.pgportal.gov.in . The status of complaints
for July 2017 is as under
No. Complaints
Received+ C/F
from last month
Grievance
disposed Pending
Pending
(0-15
days)
Pending
(16 -30
days)
Pending
(31 -50
days)
Pending
(51 to 60
days)
951 576 376 299 126 20 0
e- Mails FROM DCA
CENTRALIZED PUBLIC GRIEVANCE REDRESS AND
MONITORING SYSTEM (CPGRAMS)
Total Emails received
Total Emails received
Complaint received (Unique)
Repeat Complaints
Incomplete Information-
responded with Remarks
Others (Feedback, Suggestion &
Query)
433 180 188 59 6
National Consumer Helpline – July 2017
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Month No of Chats User
1-Jul-17 207
3-Jul-17 243
4-Jul-17 265
5-Jul-17 235
6-Jul-17 262
7-Jul-17 209
8-Jul-17 208
10-Jul-17 269
11-Jul-17 234
12-Jul-17 244
13-Jul-17 177
14-Jul-17 218
15-Jul-17 153
17-Jul-17 185
18-Jul-17 223
19-Jul-17 220
20-Jul-17 193
21-Jul-17 166
22-Jul-17 184
24-Jul-17 195
25-Jul-17 198
26-Jul-17 183
27-Jul-17 203
28-Jul-17 199
29-Jul-17 189
31-Jul-17 189
Grand Total 5451
Days Taken 26
Average Web Chat User 210
NCH Web Chat Report July 2017