national consumer helplinenationalconsumerhelpline.in/nch-monthlyreports-aug2017.pdf · two sector...

National Consumer Helpline – August 2017

A Public Service Project sponsored by Dept .of Consumer Affairs,

Government of India

Summary Report – August 2017

National Consumer Helpline

Centre for Consumer Studies, Indian Institute of Public Administration,

Indraprastha Estate, Ring Road, New Delhi-110002

Toll-free Numbers: 14404, 1800-11-4000 Consumer App (download from Google play store)

SMS: +918130009809 Website: www.consumerhelpline.gov.in

You can also chat our website


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In the month of August 2017, National Consumer helpline registered 39,589 dockets. Out of 39,589 dockets, 25,639 complaints were handled at Toll free number, 2331 complaints were registered by outbound calls to SMS received, 11,787 complaints were reported on the Website and 311 complaints reported through “Consumer App”.

Two sector experts Joined NCH to redress GST complaints.

On the webchat front, from 1th August to 31th August 2017, 5132 users queries were handled. On an average, 207 users are contacting NCH per day.

The NCH Website www.nationalconsumerhelpline.in has registered a hit count of 2, 03,097 during the month.

Region wise, the maximum numbers of complaints registered were from– Maharashtra 5,718 calls, forming 14.44% of total dockets made. Among the top five states are Uttar Pradesh, Delhi, West Bengal and Rajasthan registering between 14.29% to 6.13% of total dockets. Delhi is at the third position.

Sector wise, the ‘e-Commerce’ sector contributed the highest number of complaints– 16% of the total dockets made i.e. 6420. ‘Telecom’ Sector was at second position with 14% of the total dockets. The rest of the top five sectors are ‘Consumer Electronics’, ‘Banking’ and ‘Consumer Durables’ registering between 9% to 5% of total docket made.

In the ‘Continual Consumer Education’ series every morning, 26 sessions on various consumer related topics was held.

Convergence–16,696 complaints were registered for Convergence companies and 8,388 responses were received from them, the response is at 50%, within the month.

Responses from complainants (User Review): Complainants have posted 348 user remarks on the portal. In 299 cases, consumers have confirmed that their problem was resolved, accounting for 86% of the total responses.

Public/Consumer Feedback: There were 83 direct feedback on the website outofwhich, 25 consumers were dissatisfied with company response, delay in response received were 23, satisfied with company response/advice were 23, Enquires were 4, Suggestions were 5 and Complaints were 9.These complaints cannot be handled as no contact details are available as they are not required to be mentioned in this feedback category.

Email and Letters: 516 emails were received from Department of Consumer Affairs, out of which 209 complaints were registered on INGRAM, and 41 letters were received by post.

RTI’s responded to during the month were 3, Parliament questions responded to were 2.

CPGRAMS: 643 complaints were received and totally 621 replied, which includes pending July complaints and August complaints.


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Top 10 States of India Dockets Registered

S.No State Calls Percentage of Calls

1 MAHARASHTRA 5718 14.44

2 UTTAR PRADESH 5659 14.29

3 DELHI 4970 12.55

4 WEST BENGAL 2926 7.39

5 RAJASTHAN 2427 6.13

6 GUJARAT 2421 6.12

7 Madhya Pradesh 2248 5.68

8 KARNATAKA 2234 5.64

9 HARYANA 2175 5.49

10 BIHAR 1641 4.15

State wise complaints received at NCH


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*Others’sector includes 9.5 % General enquiries and non CPA Complaints

Gender Wise Calls

Sector- wise Complaints


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Continual Consumer Education

DATE Sector DESCRIPTION

8/1/2017 Food Nutraceuticals - benefits, applicable laws, advertisements

8/2/2017 Food Labelling Rules

8/3/2017 Postal Services & Redressal Hierarchy for Registered & Speed Post packets

8/4/2017 Mobile Insurance Main players, grievance Redressal hierarchy

8/5/2017 Non Banking Financial Companies Company deposits, and complaints grievance Redressal mechanism

8/7/2017 Banking Diff between BHIM App & e-wallets-Product details & interfacing for complaints

8/8/2017 Real Estate RERA & Complaint handling

8/9/2017 Banking Kisan Credit Card & Crop insurance

8/10/2017 General Insurance Claim rejection & Exclusion (Auto & Health Insurance)

8/11/2017 Packers & Movers Types of Complaints & Complaints Redressal Mechanism

8/12/2017 Electricity Electricity Ombudsman & Lok Adalat

8/14/2017 Railways Refund rules for passenger tickets

8/16/2017 GST GST Complaints drafting and slotting as per sector

8/17/2017 GST Quiz

8/18/2017 Legal Metrology Electronic scales for Jewellery weighing

8/19/2017 LPG & PNG Type of complaints grievance Redressal & Hierarchy

8/21/2017 Banking and Insurance Pradhan Mantri social welfare schemes

8/22/2017 Legal Filing a case in consumer forum-Format & procedure

8/23/2017 Airlines Luggage Rules Domestic

8/24/2017 Food Fortification of Food: benefits, Types, Labelling

8/25/2017 Food Above session contd.

8/26/2017 Calls Audit Quality of Calls

8/28/2017 Convergence Process Why Convergence & the process for registering at NCH

8/29/2017 Social Media presence of DCA Twitter, Face book & Instagram -Information

8/30/2017 Legal Course of action after consumer forum has given its decision

8/31/2017 Food Packaged food - check points & complaint filing


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.

Month

SMS

Total SMS Received

Total Unique SMS Received

Dockets made in INGRAM (excludes repeat dockets and Already spoken)

August 2017 3728 2,331(63%) 1,332(57%)

Convergence Companies Non Convergence Companies

Month Total

Complaints Received

Responses received

Total Complaints Received

Disposed / Action taken(email sent)

August 2017 16, 696 8388 (50%)* 13,888 13,888

*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.

Complaints Received – Letters from DCA

* Remaining 9 dockets were in process

Status of Complaints Received on Consaff Twitter Handle

No of actual

Complaints received

Repeat Complaints

No of Unique Dockets

registered

Complaints moved to

nodal officers of

Govt.

Complaints resolved By Company/Govt.

Complaints in process

Disposed –Non CPA/

Not resolved

32 3 29 5

Convergence

Non-Converg

ence

Govt. Dept. 12 3

9 0 0

Month

Letters

Total Complaints Received/CF of previous Month

Disposed

August 2017 41 32*

INGRAM Grievance Redressal@ NCH

Complaints Received - SMS


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Complaints are forwarded to NCH through CPGRAMS Portal www.pgportal.gov.in . The status of

complaints for August 2017 is as under

Name of

Organization

Grievance(s)

Received for

month of

August +

C/F of

Pervious

Month

Grievanc

e(s)

Dispose

d

Pending

Pending

0 to 15

days

Pending

16 to 30

days

Pending

31 to 45

days

Pending

46 to 60

days

National

Consumer

Helpline

643 + 367

= 1010 621 389 258 122 9 0

Pendency Based On Diary

Date*

Pending

0 to 15

days

Pending

16 to 30

days

Pending

31 to 60

day

Pending

61 to 90

day

Pending

91 to

180

days

Pending

181 to

365 days

201 116 104 0 1 6

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)

516 209 234 73 0


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NCH Web Chat Report

Date Days No of Chats User

1-Aug-17 Tuesday 200

2-Aug-17 Wednesday 220

3-Aug-17 Thursday 196

4-Aug-17 Friday 170

5-Aug-17 Saturday 223

6-Aug-17 Sunday 0

7-Aug-17 Monday 170




11-Aug-17 Friday 234


13-Aug-17 Sunday 0

14-Aug-17 Monday 44

15-Aug-17 Tuesday 0





20-Aug-17 Sunday 0

21-Aug-17 Monday 230






27-Aug-17 Sunday 0

28-Aug-17 Monday 189




Grand Total 5132

Days Taken 24*

Average Web Chat User 207 *On12th & 14th August 2017, Chat was operational for half the day

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