quarterly report nov 2015 jan 2016 - 1800-11-4000 jago ...nationalconsumerhelpline.in/nov to...

Project of Union Ministry of Consumer Affairs, Food and Public Distribution

Quarterly Report –

Nov 2015 – Jan 2016

Toll-free Number: 1800-11-4000, SMS: +918130009809 Website: www.nationalconsumerhelpline.in

National Consumer Helpline

Centre for Consumer Studies, Indian Institute of Public Administration,

Indraprastha Estate, Ring Road, New Delhi-110002

http://www.nationalconsumerhelpline.in/

November 2015 –January 2016

Page No.

1) Summary 3

2) Geographical Distribution of Complaints 4

3) Sectoral Break-Up of Calls 5

4) Gender wise Distribution of Complaints 6

5) Continuous Consumer Education 7

6) Feedback on NCH Counseling 9

7) Complaints responded by Convergence Companies 10

8) Responses directly from Complainants 11

9) NCH Website 13

10) Outbound Calls 13

11) Socio Economic Classification 14

12) Consumer Detriment 16

13) Info-source 20

14) Facilitation Desk at Krishi Bhawan 22

15) FOP wise Complaints for top 10 Sectors 23

Contents


A snapshot of the period of November 2015 to January 2016

The total no. of dockets made / updated from calls handled at the helpline, SMS received along

with Complaints registered on NCH Website during the period November 2015 to January 2015

were 37, 680. Out of these. 28,548 calls were handled on Toll free number, 4539 outbound calls

were made to sms received, and 9,132 complaints were reported on NCH Online Complaint

Management System. These calls are included in the total of 37, 680 calls handled.

The maximum numbers of calls were from Delhi – 5656 calls, forming 15% of total calls. The rest

of the top five states are Uttar Pradesh, Maharashtra, Haryana and West Bengal registering

between 14% to 7% of total calls. The call received from Delhi is reducing and the share of Uttar

Pradesh, Maharashtra and Karnataka State increasing gradually

The ‗Product‘ sector contributed 21.23% of the calls i.e. 8040. Telecom continues to be at the

second position at 16.77%. The rest of the top five sectors are ‗e-Commerce‘, ‗Banking‘ and

‗Automobiles‘ registering between 15% to 3% of total calls..There is continued increase in

complaints of e-commerce, as it‘s an emerging sector.

Responses to complaints/ feedback received from November 2015 to January 2016 are 9951.

Out of this, 9,642 complaints (including pending) were responded to, by various companies under

convergence. 309 consumers either called back on the helpline to inform that their complaint has

been resolved or informed of the resolution of their complaint through email or calls.

Website www.nationalconsumerhelpline.in has registered a total hit count of 9,14,884 during the

period November 2015 to January 2016. The NCH Website was not working from 27th Dec 2015

to 19th Jan 2016 as the server was unable to handle increased volume of hits and visit. Now, NCH

website has been shifted to ‗Cloud Services‘ and working smoothly since 20th January 2016.

Consumer detriment for the period November 2015 to January 2016 has been computed at

Rs.77,62,25,588 for 14,126 dockets. This was calculated on the basis of average consumer

detriment value in each sector. Value wise, the top sectors for consumer detriment continued to

be Real Estate, Automobiles, Products, E-commerce and Banking.

Downtime of PRI line and IT infrastructure was 45 hours and 47 minutes during November 2015

to January 2016.

.



NCH has handled 37, 680 calls / Complaints at the Call centre and NCH website during the period November 2015 to January 2016. The State wise distribution of 37, 680 cases handled during the period is as under: -

GEOGRAPHICAL DISTRIBUTION

S.No. State Number of

Calls

Cumulative %

1 DELHI 5656 15.012 UTTAR PRADESH 5399 14.333 MAHARASHTRA 5031 13.354 HARYANA 2334 6.195 WEST BENGAL 2722 7.226 RAJASTHAN 2218 5.897 BIHAR 1981 5.268 KARNATAKA 1920 5.109 GUJARAT 2021 5.3610 MADHYA PRADESH 1613 4.2811 PUNJAB 875 2.3212 TAMILNADU 871 2.3113 ANDHRA PRADESH 694 1.8414 JHARKHAND 663 1.7615 CHHATTISGARH 480 1.2716 ODISHA 652 1.7317 UTTRAKHAND 456 1.2118 KERALA 390 1.0419 TELANGANA 362 0.9620 JAMMU & KASHMIR 343 0.9121 ASSAM 358 0.9522 HIMACHAL PRADESH 246 0.6523 CHANDIGARH 100 0.2724 GOA 72 0.1925 TRIPURA 47 0.1226 MEGHALAYA 30 0.0827 SIKKIM 20 0.0528 PUDUCHERRY 28 0.0729 MANIPUR 13 0.0330 NAGALAND 9 0.0231 DADRA & NAGAR HAVELI 19 0.0532 ANDAMAN NICOBAR 8 0.0233 ARUNACHAL PRADESH 12 0.0334 DAMAN & DIU 13 0.0335 MIZORAM 6 0.0236 LAKSHDWEEP 0 0.0037 Not Identified/ Abroad 18 0.05

Grand Total 37680 100.00

State wise Calls ( November 2015 - January 2016)


Sector wise Calls

S.No. Sectors Calls %Age S.No. Sectors Calls %Age

1 Products 8040 21.34 27 Medical Others 69 0.18

2 Telecom 6320 16.77 28 Publication 64 0.17

3 E-Commerce 5680 15.07 29 Drugs & Cosmetics 60 0.16

4 Banking 1978 5.25 30 Standards 54 0.14

5 Automobiles 918 2.44 31 PASSPORT 35 0.09

6 Real Estate 862 2.29 32 Beauty & Health Care Services 33 0.09

7 Insurance 813 2.16 33 PAN CARDS 32 0.08

8 Electricity 710 1.88 34 RTI 31 0.08

9 LPG/PNG 708 1.88 35 Water 29 0.08

10 NBFC`s 638 1.69 36 Public transport 29 0.08

11 DTH/ Cable 629 1.67 37 UIDAI Authority 22 0.06

12 Travel & Tours 581 1.54 38 Petroleum 21 0.06

13 Postal 504 1.34 39 Share & Brokerage 18 0.05

14 Education 438 1.16 40 Mediation Centre 18 0.05

15 Placement Services 348 0.92 41 Misleading ads 17 0.05

16 Public Distribution System 335 0.89 42 Service Tax 13 0.03

17 Legal 325 0.86 43 Mutual Funds 10 0.03

18 Courier /Cargo 316 0.84 44 Bar Council 5 0.01

19 Weights & Measures 289 0.77 45 M Commerce 5 0.01

20 Railways 241 0.64 46 Women Helpline 3 0.01

21 Food 208 0.55 47 Pharmacy Council of India 3 0.01

22 Airlines 205 0.54 48 Commodity 0 0.00

23 Medical Negligence 166 0.44 49 others-Service 755 2.00

24 Packers & Movers 152 0.40 50 Enquiries & complaints outside

the CPA ambit

4401 11.68

25 VAT 131 0.35 51 Complaints against Fraud 324 0.86

26 Employees Provident Fund 94 0.25 Total 43163 100.00

Sector wise for the Period of November 2015 - January 2016

Products

21.34%

E-Commerce

15.07%

Telecom

16.77%

Banking

5.25%

Insurance

2.16%

Automobiles

2.33%

LPG/PNG

1.88%

NBFC`s

1.69%Real Estate

2.29%DTH/ Cable

1.67%

Travels & Tours

1.90%

Education

1.16%

Electricity

1.25%

Postal

1.23%

Placement Services

1.15%

Courier & Cargo

0.84%

Other Sectors

21.75%

Sectoral Distribution of Calls for Period of Nov 2015 - Jan 2016

Total -37,680


GENDER WISE DISTRIBUTION

MALE

91.93%

FEMALE

8.07%

Genderwise Distribution of Calls for Nov to Jan 2016

MALE FEMALE

12

40

3

13

65

6

13

00

8

13

24

5

12

95

0

12

89

9

11

57

3

15

70

6

12

06

6

11

63

7

88

64

11

44

6

11

95 12

09

11

93

13

03

12

16

11

98

11

52

15

03

11

63

11

65

76

0

87

9

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

20000

Feb 2

015

Mar

2015

Apr

2015

May 2

015

June 2

015

July

2015

Aug 2

015

Sept 2015

Oct

2015

Nov 2

015

Dec 2

015

Jan 2

016

Ca

lls

Months

Males dominate Complaint Making- Women in Background (Feb 2015 - Jan 2016)

Male Female


To inform and guide consumers, counselors are informed of latest policies, judgments, redressal mechanisms etc. To ensure that quality is maintained, training is organized every morning. A daily session of half an hour from 9 AM to 9:30 AM every morning is mandatory for all counselors to attend This enhances the knowledge base of NCH counselors that helps us serve consumers better.

Continual Consumer Education

Period - November 2015 to January 2016

Sector No of Days

Topics Covered

Quality 15 Call Audit Observation with Docket no & voice calls. Discussion on Overall Quality and how to take data. Observation on Convergence companies data capture, NCH website & Consumer Login/ Consumer Detriment etc. Consumer Satisfaction Index, Call time & Counsellor Report from Dialer/ Discussion on Overall Quality by sector expert and Supervisor. Observation on Convergence companies data capture, Information on NCH CRM reports, MIS, Call dialer report

Legal 10 Discussion on the cases uploaded by Department of Consumer Affairs./ Case filling procedure and landmark judgment uploaded on Ministry of Consumer Affairs website/ Case filling procedure, Basic information on Consumer Forum

Banking 7 Types of Loans & Criteria of availing different types of Credit Cards. Payment Gateways - Rules & regulations/ Types of Credit Cards, Debit Cards, NEFT and RTGS Process and points to be taken care of. Payment on E commerce site & role of payment gateways

Financial Services

2 Gold Monetization Scheme, Gold Coin & Sovereign Bonds and its benefit for Consumers

Railway 4 Latest New Railway Refund rules Changes & its impact on Consumers w.e.f 12 Nov. 2015 and Tatkal Railway Ticket Scheme.

Electricity 2 Electricity Grievance, CGRF, Ombudsman & role of Regulatory commission/ Electricity Frequent Asked Question and Questions & Answers

Misleading Adv.

2 ASCI website & GAMA portal - How it function & how to register a consumer complaint/ Ban on Advertisement by Consumer Complaint Committee of ASCI

E-commerce 4 Questions & Answers on e-commerce industry & Consumer complaints thereof/ Reverse Pickup and refund process & policies for e-commerce companies, Online complaint system of large corporates.

CONTINUOUS CONSUMER EDUCATION EDUCATIONEDUCATIONOGRAMME


RTI 2 Online filling of RTI Applications in Central govt. department/ Ministry and Answers to RTI queries received at NCH

Airlines 3 Component of Airfare, Break up of Airfare, Services Fee, Charges & Service Tax/General Queries on Boarding, Check in time and miscellaneous consumer complaints/ DGCA rules on Compensation clause for Air Flyers

Insurance 2 Mobile Insurance & Gadget Insurance & terms & Conditions thereof. Procedure to file the claim

Chit Fund 1 Types of Chit Fund, rules and regulations & its grievance redressal

Postal 1 Postal Life Insurance , Kisan Vikas Patra and National Saving Certificates

Telecom 3 Telecom Frequent Asked Question and Questions & Answers / Data Usage & Rules regarding 4G & 3G, Technicalities - Dongle, Optical Lines etc

LPG 1 Direct Subsidy Transfer and Frequent Asked Questions on LPG

Travel & Tours

1 Travel & Tours Questions & Answers on Flight, Hotel Booking, Sightseeing, Tour Operators, Travel Agents & Travel Port consumer judgment.

EPFO 2 EPFO New rules changes and Information on Provident Fund/ EPFO changes w.e.f. 1st Jan. 2016 & its Grievance redressal process

BFSI 4 Loans not disbursed but money given, NBFC Companies for which suit filed & how to file complaint & way forward

Convergence 2 Convergence companies process and feedback- Banking, Insurance and Broadband

Packers & movers

1 Transporting Household Goods

Total 69


The feedback on counseling services by NCH is been evaluated for over ten months now. All complainants who have registered their email id receive a feedback questionnaire asking them to evaluate their experience of our service. Total Questionnaires mailed were 16178 and responses received are 424.

*Out of those who have replied, consumer satisfaction averages 4.07 out of 5 for the period November to January 2016, where 5 stand for very satisfied and 1 stands for extremely dissatisfied Highlights of Specific Comments – Reproduced as received

Docket number

Feedback Received

631762 TAMILNADU

―The NCH counsellor was extremely courteous and excellent in her communication. She listened to me very patiently and her approach was very systematic. This is the first time I am calling NCH and was very happy with the service. Please keep up your good work.‖

594866 MAHARASHTRA

―I would like to thank National Consumer Helpline and consumer care executive for properly guiding me throughout the process for the problem I was facing regarding Phone replacement. Due to their good guidance I got a proper replacement for my phone. Thank you very much for your kind support.‖

640760 RAJASTHAN

―It was my first time here and very great experience. Help assistance was great and really worked. I did as it was told from customer support officer and it worked. Thanks a lot.‖

631141 PUNJAB

―Thanks a lot to NCH team for being so helpful and supportive. Your advice and suggestions works really well and pending amount has been refunded to my bank Account in Just 1 hour. Special Thanks to NCH executive who heard my complaint and respond positively on my queries or issues‖

648004 MAHARASHTRA

― I am completely satisfied and I hope the forum will help me. The counsellor was warm and professional.

627307 BIHAR

―It takes lot of time to connect to your representatives. I was trying continuously for almost 15 minutes before I could reach out to one of the representatives. The representative was very polite and helpful. Ministry is really doing a good job and I am very happy to see this change

Feedback on Counseling Services of NCH

Pariculars Was the NCH

counsellor helpful

and courteous?

The counselor listened to

me effectively &

understood my concern

The advise given to me was

appropriate

I will /have take action on

the advise given

I will/have

recommended NCH to a

friend or acquaintance

who needs help Yes 311 308 290 298 303

No 10 13 27 19 13

Not specified 102 102 106 106 107


NCH receives a large number of complaints over its

widely advertised and publicized Toll Free No 1800

11 4000, under the popular ‗Jago Grahak Jago‘

campaign of the Ministry.

Under the normal course we advise these

customers to approach Corporate/ Customer care/

Supportive team in the company/ organization and

in the event of them remaining unsatisfied,

approach the higher tiers. Resorting to legal

remedies however, is suggested as the last resort

only.

As a part of our Convergence initiative, for selected

organizations that have shown their willingness to

join this initiative, we consolidate the complaints

received at NCH, and upload it on our website.

These complaints are attended to by these

organizations as per their in-company redressal

systems and a feedback is sent to the customer as

well as to NCH.

Online Complaints on NCH Website

The National Consumer Helpline website with online

complaint handling system is an interface between

consumers and companies under convergence with

NCH. It facilitates escalation and resolution of the

consumer complaints directly through the web.

This system provides a platform where consumers

and companies can interact with each other virtually.

Complaints lodged by consumers can directly be seen

by companies who can put their remarks and

resolutions, which can be viewed by the consumer.

This facilitates consumer grievance handling &

redressal services and also to check action taken by

the service provider on the complaints reported

reported.

This system is quick, automated and keeps the data

confidential between the company and the customer

The following table shows the progress of complaints under the Convergence System.

S.No Month Complaints

1 February 2015 2558

2 March 2015 2751

3 April 2015 2935

4 May 2015 3895

5 June 2015 4404

6 July 2015 4401

7 Aug 2015 4847

8 Sept 2015 5735

9 Oct 2015 5067

10 Nov 2015 5117

11 Dec 2015 3294

12 Jan 2016 2671

Convergence @ NCH Convergence @ NCH

* *

CONVERGENCE @ NCH


National Consumer Helpline has taken up complaints with various companies & service providers and transmits complaint data to companies. Also there are feedback received from consumers who called back to inform about their resolution/ responses to NCH directly.

To know the quality of response given by companies, NCH takes a dipstick feedback from complainants whose problems have been resolved by Convergence companies. A dipstick feedback is a quick survey, which gives a general feel rather than statistical probabilities. 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. The average percentage works out to 82%

RESPONSES RECEIVED – CONVERGENCE & DIRECT

Feedback on Resolution given by Convergence Companies

2297

2313

2271

3110

3598

3632

4035

4635

3862

4355

2880

2407

105

63

88

131

90

86

59

83

87

82

106

121

0 1000 2000 3000 4000 5000 6000

Feb 2015

Mar 2015

Apr 2015

May 2015

June 2015

July 2015

Aug 2015

Sept 2015

Oct 2015

Nov 2015

Dec 2015

Jan 2016

Feedback

Mo

nth

s

Feedback for the period Feb 2015 to Jan 2016

Responses from Convergence Companies Feedback received from consumer for non converence companies


S.No

.

Name of the Company Responses S.No

.

Name of the Company Responses

1 Micromax Infomatics Ltd 995 54 Indiatimes.com 18

2 Bharti Airtel Ltd 916 55 Gionee Mobiles 17

3 Snapdeal.com 793 56 Dish TV 16

4 Reliance Communication Ltd 765 57 Hero Motors Ltd 16

5 Paytm.com 544 58 Kotak Mahindra Bank 16

6 Vodafone Ltd 391 59 BIG TV 15

7 shopclues.com 323 60 Croma 15

8 Flipkart.com 306 61 IBall 15

9 Aircel Ltd 278 62 Philips Ltd 15

10 Samsung India Electronics Ltd 257 63 Voltas Ltd 15

11 HDFC Bank Ltd 225 64 CitiBank 14

12 YU Play Televentures Ltd 215 65 Bajaj Electricals Ltd 12

13 Karbonn Mobiles 212 66 Jabong.com 12

14 Sony Ericsson 202 67 Tata Power Delhi Distribution Ltd 12

15 Tata Teleservices Ltd 200 68 Toshiba Laptop 12

16 Panasonic India 178 69 Airtel Digital 11

17 ICICI Bank Ltd 168 70 Infibeam 11

18 Spice Mobility Ltd 151 71 BSES Rajdhani Power Ltd 9

19 MakeMy Trip.com 139 72 BSES Yamuna Power Ltd 9

20 Whaaky.com 114 73 Colgate Palmolive 9

21 Tata Sky 112 74 Crompton Greaves Limited 9

22 Bharat Petroleum Corporation

Limited

109 75 National Insurance 9

23 Tikona Digital 95 76 Reliance Life Insurance 9

24 Intex Technologies Ltd 90 77 Blackberry 8

25 Sony India Ltd 88 78 Den Network 8

26 Microsoft India Pvt. Ltd 84 79 Epson India 8

27 HTC India Pvt Ltd 82 80 Suzuki motor cycle pvt. ltd. 8

28 LG 74 81 Tata Swatch 8

29 Tata Motors Ltd 74 82 Videocon Moblie Handset 8

30 Dell India Pvt. Ltd 68 83 Zen Mobile 8

31 Shop CJ Shopping Network Ltd 66 84 Bajaj Auto Finance Ltd 7

32 Lava Mobile 63 85 Whirlpool 7

33 Xolo Mobiles 61 86 Beetal 6

34 HomeShop18 60 87 Sun Direct 5

35 Kent RO System Pvt Ltd 53 88 IDBI Federal Life Insurance 4

36 Mobikwik.com 53 89 Yatra.com 4

37 Value Industries Ltd 53 90 Apollo munich general insurance 3

38 Videocon D2H 51 91 BSNL Penta 3

39 e-bay 49 92 Carrier 3

40 Cleartrip.com 46 93 Electrolux 3

41 Rediff.com 42 94 NaapTol.com 3

42 Asus Technology 40 95 Bajaj Auto 2

43 Eureka Forbes 38 96 Bharti Axa general Insurance 2

44 MTS India Pvt Ltd 37 97 Birla Sun Life Insurance 2

45 Godrej & boyace Mfg Ltd 35 98 Celkon Mobile 2

46 IFB Industries Ltd 35 99 Jet Airways 2

47 Aakash and Ubislate 34 100 TTKPrestige 2

48 Yepme.com 34 101 Acer India 1

49 Induslnd Bank 32 102 Maxx Mobile 1

50 Bajaj Consumer Finance 27 103 Skoda automobiles 1

51 Honda MotorCycle & Scooter India 27 104 Standard Charted Bank 1

52 HP India Pvt Ltd 22 105 Start Health Allied General Insurance 1

53 HDFC Standard Life Insurance 19 9642

Responses Received under Convergence for the Period Nov 2015 to Jan 2016

Total


www.nationalconsumerhelpline.in

NCH website is designed to provide consumer related information & guidance online, and complaint handling system for faster dissemination of consumer complaints directly by service providers

Total Hit Count on the website

1) November 2015 - 4, 43,970

2) December 2015 - 3,24, 698

3) January 2016 - 1, 46, 216

# NCH Website was not working from 27th November

2015 to January 2016

Outbound dialing is a process in which NCH counsellors make outbound calls to consumers and discuss about the consumer‘s query or complaint for which he has sent us an SMS or has not been able to contact us.

1) Lead Generation & Management – The

leads/phone number of the consumer are retrieved

from Complaints of non convergence companies

received online and SMS received

Most visited Pages:

Complaint File Complaint login Contact Consumer Tips About NCH Terms of Services Convergence view

Disclaimer

Online Complaint Management System

NCH has a platform for online grievance submission by a consumer and provides an interface for service providers to retrieve the docket report and incorporate their resolutions/redressal.

This helps us to check for action taken by the service provider on the complaints reported to them online.

2) Outbound call process in NCH CRM Software –

The Outbound call window pops up on in the agent‘s

screen of NCH CRM software. Agents then initiate a

dialogue with the consumer and record necessary

consumer details while taking the call. The docket

number gets generated for each and every call by the

agent and is sent as acknowledgement to the

consumer via Email and SMS from CRM software. All

outbound calls are made on the next working day.

Currently, as the CRM is not functioning to the

optimal, the dial outs are being done manually and

no acknowledgements are being sent.

NCH Website

Outbound Calls

Particulars Counts

No. of SMS Received2550

Unique Count of SMS uploaded 1923

Website non convergence

complaints received 5962

Website non convergance

complaints uploaded 4670

Total Lead uploaded in the month6593

Spoken to3981

Not contacted2612

Docket made4502

Out bound Calls Report -Nov to Jan 2016



The SEC Classification (also called the Socio-

Economic Classification) is a classification of

households used by surveyors, market researchers,

media and marketing companies in India to categorize

consumer behavior. Originally developed by IMRB

International as a way of understanding market

segments, and consumer behavior it was standardized

and adopted by the Market Research Society of India in

the mid-1980s as a measure of socio-economic class

and is now commonly used as a base for market

segmentation. The SEC classification helps to identify

segments that have high consuming potential, the

medium ones and the bottom of pyramid ones.

The Media Research Users‘ Council (MRUC) and the

Market Research Society of India (MRSI) unveiled a

Socio-Economic Classification (SEC) system in May

2011, under which all Indian households are classified

by using two parameters—Educational

Qualifications of the chief wage owner in the

household; and the Number of Assets Owned (out

of a pre-specified list of 11 assets)

Based on these two parameters, each household is

classified in one of 12 SEC groups—A1, A2, A3, B1,

B2, C1, C2, D1, D2, E1, E2 and E3. These 12 groups

are applicable to both urban and rural India.

The top-most SEC class A1 comprises of 0.5% of all

Indian households. Nearly 2% of urban households and

less than 0.1% of rural households belong to the SEC

A1. More than half of all SEC A1 households reside in

the top six Indian cities—Delhi, Mumbai, Kolkata,

Chennai, Bengaluru and Hyderabad. At the other end

of the spectrum, the bottom-most SEC class E3

comprises 10% of all Indian households. Only 2% of

urban households and 13% of rural households belong

to SEC E3. Nearly 93% of all SEC E3 households are

in rural India.

SEC Classification of Indian Consumers

Source: http://www.mrsi.in/

Socio-Economic Profile of Callers

http://en.wikipedia.org/wiki/Surveying

http://en.wikipedia.org/wiki/Market_research

http://en.wikipedia.org/wiki/Mass_media

http://en.wikipedia.org/wiki/Mass_media

http://en.wikipedia.org/wiki/Marketing

http://en.wikipedia.org/wiki/IMRB_International

http://en.wikipedia.org/wiki/IMRB_International

http://en.wikipedia.org/wiki/Market_segment

http://en.wikipedia.org/wiki/Market_segment

http://en.wikipedia.org/wiki/Consumer_behavior

http://en.wikipedia.org/wiki/Market_segmentation

http://en.wikipedia.org/wiki/Market_segmentation


SEC Classification at NCH

National Consumer Helpline uses the SEC

Classification to classify callers into different stratas.

The classification gives an insight into the profile of

callers to NCH to get their grievances redressed. In

order to classify the callers, a short questionnaire (the

same used by MRSI and MRUC) is administered and

the callers, who give their details voluntarily, are

recorded. The details are analyzed to obtain the SEC

class to which each caller belongs.

Analysis: -

The SEC classification was done for 2482 callers from

November 2015 to January 2016. This can be seen

from the chart below, most of the callers fall in the

upper strata of the classification. The top 5 strata, i.e.,

A1, A2, A3, B1 and B2 comprise of almost 82% of

all 2074 callers. Rest of the callers (18%) belong to the

economic sections with average Monthly Household

Incomes equal or lower than Rs.3986.

Summary report on the sample is as follows:-

NCH publicity needs better penetration across all strata

of the socio-economic fabric of the country and the

reach has to be improved in the rural areas. Though

tele-density in the country is as high as 88%, the

people across all sections do not call NCH and toll-free

number needs to be promoted to this segment.

* Based on income levels in 2008.

* Sample size – 2482 respondents.

Class No of Callers Average Monthly

Household Income

(in Rs.)*

A1 585 16849

A2 596 9122

A3 445 6663

B1 232 5747

B2 181 4798

C1 134 3986

C2 98 3413

D1 99 2987

D2 54 2391

E1 42 1955

E2 14 1607

E3 2

Total 2482

585 596

445

232181

13498

99 54 4214 2

0

100

200

300

400

500

600

700

A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3

No. of

Callers

Socio Economic CLassification

SEC CLassification of Callers for Nov 2015 - Jan 2016


(In December 2005 Europe Economics was

commissioned by DG SANCO to analyse the issue of

consumer detriment. Their final report was published as

a titled, “An analysis of the issue of consumer

detriment and the most appropriate methodologies

to estimate it”. The definition of Consumer Detriment

used by NCH has been derived from this paper. )

Definitions of the European Commission:

―Consumer

Detriment‖

The DG SANCO report suggests two definitions of

consumer detriment:

(a) ―A concept of consumer detriment, which focuses

on negative outcomes for consumers, relative to some

benchmark such as expectations or reasonable

expectations...personal detriment to reflect the fact

that it relates to the personal experience of those

consumers for whom something goes wrong, rather

than to consumers in aggregate. The label also

captures the idea that some aspects of this type of

detriment (e.g. the extent of any negative psychological

impact) will depend on the psychology of the person

concerned.

(b) An economics-based concept of consumer

detriment, which focuses on the loss consumer welfare

due to market failure or regulatory failure… structural

detriment, to reflect the fact that it arises from a

structural problem arising from a market failure or a

regulation…this type of detriment arises from a

structural feature which potentially applies across an

entire market or sector is that its impact is likely to be

felt by the generality of consumers purchasing the

relevant goods or services.‖

Which type of consumer detriment should be

analyzed?

Personal detriment is particularly relevant when

assessing consumer protection rules, since these seek

to provide individual consumers with protection against

negative outcomes. For instance, NCH councellors

should consider impacts on personal detriment when

assessing policies which deal with matters such as the

following:

(a) Scams and fraud;

(b) Misleading advertising;

(c) Unfair marketing practices;

(d) Unfair contract terms;

(e) Sales of unsafe products;

(f) Sellers providing inadequate redress in response

to complaints.

Structural detriment is relevant to all policies which

have an impact on consumers, given that it relates to

the overall impact on consumers in aggregate. This

includes consumer protection rules, and hence for

some policies NCH councellors may need to assess

impacts on both personal and structural detriment.

Analysing personal consumer detriment:

Personal detriment can comprise both financial and

non-financial detriment (see table below), therefore

both - quantitative and qualitative assessment is

possible. At NCH, we aim at translating the quantifiable

impacts in monetary terms. In some cases when

consumers suffer problems, they will obtain redress

from their supplier (e.g. a replacement product, refund

or compensation). This may partly or wholly offset the

detriment that they have suffered. The redress has to

be considered during the assessment of personal

detriment. This enables identification both of the

problems which consumers suffered in the first place,

and the extent to which they were able to obtain

redress under the existing legal framework.

CONSUMER DETRIMENT- A Study


Consumer Detriment at National Consumer

Helpline: -

As National Consumer Helpline deals with Consumer

Complaints on a daily basis, Consumer Detriment is a

closely related concept to our organization. The

consumers who approach us are mostly aggrieved

consumers who have experienced detriment and

therefore, using the data derived from the callers, we

can estimate the detriment experienced by them.

Consumer Detriment Value– Nov 2015 to Jan 2016

For the Period of November 2015 January 2016, on the

basis of average detriment value calculated for each

sector, consumer detriment was calculated for 14,126

dockets as Rs. 77,62,25,588

The following table summarizes the results

Following are the broad parameters, for the study: -

1. The direct measurable financial loss as customer detriment, in the

following section have been considered-

1- Extrapolated total detriment value is derived by multiplying average detriment value with no. of

complaints received in respective sectors.

2- Only fresh Complaints received for the month has been considered for calculating consumer detriment

3- Enquiries and disconnected calls are excluded from the total number of complaints received

The above table is an analysis of complaints received only on the NCH helpline numbers.

S.No Sector Details Amount of detriment

Problem faced within two months of its purchase 100% of the value

If consumer face problem after 2 months and upto 6

months of its purchase

75% of the value

If consumer face problem after in the 7th month and upto

12 months of its purchase

50% of the value

Non servicing of product after taking AMC 100% of AMC value

Paid servicing ( out of warranty) but services not provided 100% of amount paid for the

services

Money not dispensed by ATM/ Discrepancy in Amount Debited amount

Non clearance of cheque within 7 working days cheque amount

1 Product

2 Banking

Sr. No Sector /Category Nov 2015 Dec 2015 Jan 2016 Total Detriment Value

1 REAL ESTATE 174810536 172062024 202477127 549349687

2 Automobiles 11311850 25788573 29179167 66279589

3 PRODUCTS 9994227 12628660 11456534 34079421

4 Banking 5680659 5183436 9306662 20170756

5 LEGAL 1100000 16800000 852000 18752000

6 Motor Vehicle Insurance 5880406 0 11625233 17505639

7 Medical Negligence 171360 0 15402000 15573360

8 E-Commerce 6433933 4979912 3897222 15311066

9 Life Insurance 1553275 1546600 4963200 8063075

10 Education 1690240 2797790 1880936 6368965

11 Travel & Tours 1334020 1833119 1677031 4844170

12 others-Service 2262000 843962 584659 3690621

13 Health Insurance 607719 115200 2672000 3394919

14 Placement Services 1124686 911400 1226313 3262399

15 Packers & Movers 227014 2133950 424667 2785631

16 Electricity 166764 256503 1344178 1767444

17 Mobile Insurance 0 843962 205091 1049053

18 Telecom 296384 399201 326904 1022488

19 Postal 17809 26242 760167 804217

20 LPG/PNG 222916 175829 169117 567862

21 Airlines 29400 279517 91494 400411

22 Courier /Cargo 79703 26303 214741 320747

23 DTH / Cable 80093 77583 151689 309364

24 General Insurance 0 220000 0 220000

25 Railways 49125 85736 50817 185678

26 Weights & Measures 5558 69665 17061 92284

27 Food 12700 4528 33565 50793

28 Drugs & Cosmetics 3344 180 425 3949

Total 225145718 250089873 300989997 776225588


Non delivery of booked product will be considered 100% of amount paid

wrong/ defective delivery of the product and returned by the

consumer within 7 days/ or collected by company through

courier

100% of amount paid

Missing accessories & same not delivered within 2 months 25% of paid amount

Online recharge done but balance not credited 100% of paid amount

4 MRP paid more amount than MRP incremental amount paid

5 LEGAL order passed, but consumer has not received the amount 100% the compensation amount

Second opinion from a doctor having expertise in the same

field indicates a case of negligence

total expenditure on treatment

Wrong report given by Lab and consumer has got the

second test done

The cost of the test ( whichever is

higher first one or second one) will

be considered

Administration issues of hospital - Charged for the services

but services not provided e.g. ordinary room provided

instead of AC room/deluxe room etc.

Differential amount as detriment in

case of Admin issues

In pre launch bookings, project scrapped and booking

amount not refunded

200% ( double) of the booking

amount

Possession of the Flat /plot not given after six months of

the promised date or non refund of the booking amount

100% total amount paid (including

Booking + all other installments )

8 Food Sale of packed food after expiry date/use by date, can be

taken as detriment

100% cash memo / bill value

9 Drugs Sale of expired drugs, 100% cash memo / bill value

Sale of suprious medicines/ empty packets 100% of amount paid

Sale of cosmetics after use before date 100% cash memo / bill value

Sale of fake cosmetics 100% of amount paid

11 Forcing to buy Accessories with new connection 100% excess (for accessories)

charges paid

to be paid for Refill booked and not delivered within 7 days value to be paid of the refill

cylinder

New connection applied for and amount paid one month

back but did not get the connection.

100% of the paid amount

12 Non- receipt/abnormal delay in receipt of Money order 100% of the MO amount +

charges paid

Non delivery/ delay in receiving Speed Post letter 100% of speed post amount

Non receipt or delay in delivery of insured Parcels 100% value of the parcel

Tampering/ pilferage of insured parcels 100% value of the insured amount

Non receipt of maturity amount of National Saving

certificates (NSC), Kisan Vikas Patra (KVP) and MIS

(Monthly Income Scheme)

100% of the maturity amount

For MIS scheme, if interest is not credited The total amount of interest

payable

LPG

Postal

6 Medical

Negligence

7 Real Estate

10 Cosmetics

3 E- Commerce


13 Railways In case of non delivery of parcel/ delivered with pilferage 100% of the value of damaged/ pilferaged

parcel

Cancellation of confirmed tickes well in time, but amount not received in 7

days,

100% of ticket amount

TDR filed but amount not received within 90 days 100% of the TDR amount

14 Tour Package cancelled by the operator /traveler but amount not refunded. 100% of the amount paid

Promised travel mode not provided by the operater the difference in the amount - promised

services and actually provided

VAS and unfair deductions 100% of the loss

Incase of Non Refund / Partial Refund of Security differential amount

delay in Activation of Subscribed Service, 100% of The amount debited or paid

connection Disconnected despite making payment 100% of The amount paid of last bill

payment made

Inflated Bills / Overcharging 100% of the overcharged amount

Phone get disconnected and the balance in the mobile lapses, considered

as consumer detriment

100% of the lapsed amount

16 Policy surrendered within free look period but money not refunded. 100% of the amount paid minus expenses

incurred by company for medical tests done

& misc. expenses if any)

no response from the company on claims made within 60 days of submission 100% of the claimed amount

Claim amount admissable by the company, not received within 60 days 100% of the admisssable amount

17 Electricity New connection amount paid but connection not received. 100% of the amount paid

Bill paid, but the amount still reflecting as due/ not paid. 100% of the amount paid

18 RC copy not received with in 60 days of purchase 100% of the amount paid for the vehicle

Vehicle out of warranty, service charges paid for repairs, but same problem

persists

100% of the service charges paid

Consumer has been charged for the three free services while under warranty 100% of service charges paid

19 Non delivery/ delay in receiving courier 100% of the charges paid

Non receipt /delay in delivery of insured Parcels, 100% insured value of the parcel

Tampering or pilferage of insured parcels 100% insured value of the parcel

extra amount charged for door delivery shipment, but not door delivered 100% of the additional amount charged for

door delivery

20 Education Admission taken in an institute/ college, withdrawn his name within one

month but tuition fee not refunded

100% of the tuition fees paid

21 Placment services amount paid for placement of household help and service not received 100% of the amount paid

22 Non delivery/ delay in receiving courier 100% of the charges paid

Non receipt /delay in delivery of insured Parcels, 100% insured value of the parcel

Tampering or pilferage of insured parcels 100% insured value of the parcel

extra amount charged for door delivery shipment, but did not provide door

delivery

100% of the additional amount charged for

door delivery

23 New connection applied, amount paid but connection not received !00% paid amount

Connection recharged but services not activated !00% paid amount

24 Airlines Tickets cancelled or journey cancelled by airlines and money not refunded 100% of ticket amount

No show cases will not be considered For information

Cargo & Courier

Telecom

Tour & Travels

Insurance

Automobiles

Packers & Movers

DTH/ Cable

15


Complaints received on NCH Website have not been included in above analysis

INFOSOURCE REPORT

S.NO

.

NEWSPAPER CALLS- IN

NOS.

S.NO

.

T.V Channel CALLS- IN

NOS.

1 NEWSPAPER - Dainik Jagaran 151 1 T.V Channel - Doordarshan 1064

2 NEWSPAPER - Navbharat Times 107 2 T.V Channel - Lok Sabha Channel 30

3 NEWSPAPER - Dainik Bhaskar 84 3 T.V Channel - Zee News 27

4 NEWSPAPER - Times of India 78 4 T.V Channel - Zee Channel 15

5 NEWSPAPER - Amar Ujala 71 5 T.V Channel - Star Plus 10

6 NEWSPAPER - Hindustan 52 6 T.V Channel - India TV 6

7 NEWSPAPER - Rajasthan Patrika 50 7 T.V Channel - Sony channel 6

8 NEWSPAPER - Hindustan Times 47 8 T.V Channel - Couldn’t Specify 374

9 NEWSPAPER - Others /Couldn’t Specify 47 Total 1532

10 NEWSPAPER - Gujarat Samachar 23 Radio Program CALLS- IN

NOS.

11 NEWSPAPER - Punjab Kesari 22 1 Radio Program - FM Gold 965

12 NEWSPAPER - Lokmat 16 2 Radio Program - FM Rainbow 283

13 NEWSPAPER - Telegraph 10 3 Radio Program - Aakash Vani 82

14 NEWSPAPER - Maharashtra Times 8 4 Radio Program - Radio Mirchi 98.3 FM 19

15 NEWSPAPER - Prabhat Khabar 7 5 Radio Program - Radio City-91 FM 9

16 NEWSPAPER - Tribune 7 6 Radio Program - Gyanvani (IGNOU) 8

17 NEWSPAPER - Lok Satta 6 7 Radio Program - Red FM - 93.5 2

18 NEWSPAPER - Nayi Duniya 6 8 Radio Program - DU FM 90.4 1

19 NEWSPAPER - Samaj - Orissa 6 9 Radio Program - Couldn’t Specify477

20 NEWSPAPER - The Hindu 6 Total 1846

21 NEWSPAPER - Divya Bhaskar 5 WORD OF MOUTH CALLS- IN

NOS.

22 NEWSPAPER - Hindu 5 1 Word of Mouth - NCH User 2704

23 NEWSPAPER - Sanmarg 5 2 Word of Mouth - Friends & Relatives 1563

24 NEWSPAPER - Sandesh Patrika 4 3 Word of Mouth - Walk in 10

25 NEWSPAPER - Others /Couldn’t Specify 244 4 Word of Mouth - Couldn’t Specify 93

Total 1067 Total 4370

INTERNET CALLS- IN

NOS.

OTHERS CALLS- IN

NOS.

1 Google 11202 1 OTHERS - Through SMS 2438

2 NCH Website 3111 2 OTHERS - Just dial533

3 Tamilnadu (VAT) Website 30 3 OTHERS - Jago Re Helpline 123

4 Ministry Website 8 4 OTHERS - School Text Book103

5 Yahoo.com 5 5 OTHERS - Consumer Forum49

6 TRAI Website 3 6 OTHERS - Post Office Pass Book 47

7 INTERNET - Couldn’t Specify 66 7 OTHERS - Police 100 Number 45

Total 14425 8 OTHERS - Mobile SIM21

OUTDOOR CALLS- IN

NOS.

9 OTHERS - Electricity Bill17

1 OUT DOOR - Hoardings 43 10 OTHERS - Kissan Call Center 16

2 OUT DOOR - Metro Hoardings 11 11 OTHERS - Akosha 15

3 OUT DOOR - Posters 8 12 OTHERS - Railway Ticket 13

4 OUT DOOR - Bus Hoardings 5 13 OTHERS - Ministry - Facilitation Counter 8

5 OUT DOOR - Post Card4

14 OTHERS - Post Office8

6 OUT DOOR - Couldn’t Specify 59 15 OTHERS - LPG Gas Receipt 6

Total 130 16 OTHERS - Couldn’t Specify 1513

EVENTS CALLS- IN

NOS.

Total4955

1 EVENTS - Krishi - Expo4

MAGAZINE CALLS- IN

NOS.

2 EVENTS - Trade Fair 3 1 Magazine - Vanita Magazine 7

3 EVENTS - MTNL Health Mela 2 2 Magazine - Manorama 3

4 EVENTS - Property Expo 2 3 Magazine - Times Magazine 2

5 EVENTS - Couldn’t Specify 182 4 Magazine - Jagori Pocket Book 1

Total 193 5 Magazine - Couldn’t Specify 17

Total 30

Total 28548

Infosource Report for the Period o Nov 2015 - Jan 2016


Searching for NCH number through internet is increasing. 39% of callers found out the number through the internet

The above table provides evidence of the social usefulness of the service provided by NCH. Nearly 15% of the calls received at NCH originate from word of mouth. Word of Mouth is the best recommendation any service can get. Satisfied consumers often recommend a useful service to friends and relatives. This is true for all kinds of services - paid or free

*

Subset of the above Report

Internet

50.53%

Word of

Mouth15.31%

TV Channels

7.84%

Newspaper

3.74%

Radio

Programs6.47% Outdoor

0.46%

Events

0.68%

Magazine

0.11%

Others

17.36%

Infosource Report for the Period of Nov 2015 - Jan 2016

S.No. Infosource Calls %Age

1 Google 11202 39.24

2 NCH References-Friends & Relatives 4267 14.95

3 NCH Website 3111 10.90

4 SMS Promotional Campaign 2438 8.54

5 Doordarshan 1064 3.73

6 Radio - FM Gold 965 3.38

7 Just Dial 533 1.87

Total 23580 82.60

Top Infosource of the NCH Toll Free Number


Department of Consumer Affairs Ministry of Consumer Affairs, Food & Distribution

Gate no.6, Krishi Bhawan, New Delhi- 110001

Report from Facilitation Desk - managed by NCH

From November 2015 to January 2016, 183 persons visited the facilitation cum information counter of the Department of consumer affairs. We received 126 calls at the counter and National Consumer Helpline counselor provided the desired information. We also provided the information to those people who were directed to us from the reception of Krishi Bhawan. Number of Visitor for Dept of Consumer Affairs/ Number of visitors wanting General information 183 Number of Calls Received for enquires/Complaints 126 ---------------------------------------------------------------------------------------------- Total Number of Visitors & Calls received at the desk 309 ----------------------------------------------------------------------------------------------

The NCH Counselor provides the Toll Free number of NCH/ SCH to every visitor to the facilitation cum information counter. He also provides Consumer Awareness Literature of the Ministry and NCH posters, pamphlets etc. NGOs show keen interest to promote the number of NCH. The counselor also provides information to NGOs and Consumer Protection Units on consumer related queries. The various forms of Weights and Measures to the companies who visit the counter are also given. Complaints which are received at facilitation desk from consumers who visit as well as from staff members of the Ministry is also handled at the desk


1. Products

Sr. No. Frequent Occurring Problems Complaints %

1 Delay in /Not providing Services 1957 39.96

2 Service Centre/Dealer not entertaining 769 15.70

3 Same Problem Persist After Repairing 730 14.91

4 Unsatisfactory Redressal 358 7.31

5 After sale service not provided 211 4.31

6 Not Repaired/Charging for repair under Warranty 318 6.49

7 Non delivery of product 79 1.61

8 Defective Product - No repair/replacement 69 1.41

9 Selling Duplicate / Spurious Product 84 1.72

10 Unfair Trade Practices 59 1.20

11 Promise/Offered Gift Not Provided 56 1.14

12 Dealer`s Misbehavior 43 0.88

13 Overcharging 28 0.57

15 Paid Amount Not Refunded 19 0.39

16 Seeds & Pesticides complaints 25 0.51

17 Other Complaints 92 1.88

Total 4897 100.00

2. Telecom


1 Unfair Deductions/ Deduction without any VAS 607 12.59

2 Broadband/ Internet not working / Speed Slow 424 8.79

3 Connection not working / Services Barred 413 8.56

4 Inflated Bills / Overcharging 316 6.55

5 Network Problem 274 5.68

6 Unsatisfactory/ Irregular service 268 5.56

7 Required top up value not provided 258 5.35

8 Delay in getting connection /Activation 258 5.35

9 Wrong Promises 228 4.73


11 MNP related issues 221 4.58

12 Activation of Unsubscribed Services 195 4.04

13 Fraudulent Issues 191 3.96

FOP wise Complaints for top 10 Sectors



14 Delay in resolving complaint 155 3.21

15 Delay in Activation of Subscribed Service/ Plan 118 2.45

16 Non Refund / Partial Refund of Security 110 2.28

17 Not Disconnecting Connection 110 2.28

18 Billing and payment Issues 90 1.87

19 Activation of Unsubscribed Plan 74 1.53

20 Promotional Call/SMS 50 1.04

21 Defective Handset / Instrument 46 0.95

22 Customer Care Block/Barred 43 0.89

23 Disconnection/ Demand for re-submission of docs 27 0.56

24 Tariff Plan Withdrawal within Validity 25 0.52


Total 4822 100.00

3. E-Commerce


1 Non-Delivery of Product 1134 22.46

2 Delivery of Defective Product 911 18.04

3 Delivery of Wrong Product 691 13.68

4 Paid amount not refunded after cancellation 633 12.53

5 Deficiency in Services 485 9.60

6 Wrong Promises 316 6.26

7 Promised/ Offered gift not given 153 3.03

8 Overcharged amount not refunded 130 2.57

9 Late/Delay delivery of Product 124 2.46

10 Product or Accessories is Missing 118 2.34

11 Not repaired/replaced under Warranty 74 1.47

12 Not getting product back after repair/replacement 87 1.72

13 Poor Quality/Duplicate/Spurious Product Delivery 87 1.72

14 Others 107 2.12

Total 5050 100.00


4. Banking


1 Money not dispensed but debited 262 19.25

2 Delay in/ Not providing Services 239 17.56

3 Unsatisfactory Bank Redressal 205 15.06

4 Fraudulent transaction 127 9.33

5 Wrong Service Charges/ excess charges 77 5.66

6 Delay in sanction / Disbursement 60 4.41

7 Misbehavior by bank staff/DSA/Rec. agent 57 4.19

8 Discrepancy in amount dispensed by ATM 50 3.67

9 Delay in clearance of Cheque / Draft / FD 42 3.09

10 Delay in receipt of ATM / Pin No. 30 2.20

11 promises not fulfilled 30 2.20

12 Incorrect ROI (Rate of Interest) 26 1.91

13 Cheque Bounced While A/C Having Amount 18 1.32

15 Insurance policy given without consent 18 1.32

16 Showing dues even after settlement/ payment 17 1.25

17 Non - compliance of customers instructions 16 1.18

18 Not giving NOC / Other Docs 12 0.88


Total 1361 100.00

5. Automobiles

Sr. No.

Frequent Occurring Problems Complaints %

1 Same problem persisting after repairs 118 18.52

2 Vehicle sold has manufacturing defects 94 14.76

3 Delay in providing vehicle documents 89 13.97

4 Customer requirement not entertained by dealer/SC 74 11.62

5 Delay in delivery of new vehicle 42 6.59

6 Delay / Denial in providing Services 36 5.65

7 Charging during free service period 33 5.18

8 Exact amount not mentioned on bill 27 4.24

9 Misbehavior by Dealer/Company staff 26 4.08

10 Non/partial refund booking cancellation 21 3.30

11 Dealer forcing to buy extra accessories 15 2.35


Sr. No.


12 Mileage not given as per commitment 14 2.20

13 Offered /Promised Gift not Provided 12 1.88


Total 637 100.00

6. Real Estate


1 Delay in / Not getting possession 148 27.21

2 Not refunding Money / Cheque bounced 123 22.61

3 Delay in or construction not completed 61 11.21

4 Low quality building material used 29 5.33

5 not giving promised/booked plot/flat/ area 26 4.78

6 Promised discount/ Gift not given 21 3.86

7 Asking for more money then agreed 41 7.54

8 Deficiency in Services 20 3.68

9 Property documents/ other documents not given 18 3.31

10 Promised /Basic amenities not provided 15 2.76

11 Sale of disputed land/ property 7 1.29

12 Builders unbalanced agreement 4 0.74


Total 544 100.00

7. Insurance


1 unsatisfactory redressal 132 20.43

2 Rejection of Claim 141 21.83

3 Non receipt/Delay in Claim 112 17.34

4 Wrong Promises by Agent / DSA 80 12.38

5 Delay in policy document delivery 34 5.26

6 Less claim amount approved/ given 48 7.43

7 Fraudulent Issue 10 1.55

8 Non cancellation of the policy 15 2.32

9 Problem related to TPA 13 2.01

10 Requested service not provided 14 2.17


Total 646 100.00


8. Education

Sr. No.


1 Inflated bills 132 36.77


3 Not providing Meter /connection even after payment 34 9.47

4 provisional billing 28 7.80

5 Meter is running fast / Defective 19 5.29

6 Load shedding and unscheduled power cut 17 4.74

7 Bills not received on time 14 3.90

8 Disconnection without any reason 14 3.90

9 Officers demanding bribe 7 1.95

10 Pending bills of old meter 6 1.67


Total 359

100.00

9. LPG/PNG


1 Delay in delivery 139 23.32

2 Subsidy not credited in account 106 17.79

3 Refused or extra charging for Home Delivery 56 9.40

4 Overcharging 39 6.54

5 Delay in getting new / DBC connection 31 5.20

6 Compelled to buy Gas stove and other items 28 4.70

7 Underweight delivery 27 4.53

8 Delay in /not transferring the connection 22 3.69

9 Not getting subsidized cylinders 21 3.52

10 Asking or Charged more money for new connection 19 3.19

11 Connection blocked 18 3.02

12 Dealer is not attending customer’s call 17 2.85


14 Leakages / Regulator faulty issues 9 1.51

15 Black Marketing 8 1.34

16 Inflated bills of PNG Connection 5 0.84


Total 596 100.00


10. NBFC


1 Not making payments on maturities 194 45.33

2 Unsatisfactory redressal 56 13.08

3 Despite making payments NBFC levying Charges 32 7.48

4 Not sanctioning loan- even after taking fee 28 6.54

5 Company in which invested does not exist 32 7.48

6 Not giving NOC / original docs even after payment 29 6.78

7 NBFC excess payment received but not returned 29 6.78


Total 428 100.00

quarterly report nov 2015 jan 2016 - 1800-11-4000 jago ...nationalconsumerhelpline.in/nov to...

Documents