report-june 2014
TRANSCRIPT
Project of Union Ministry of Consumer Affairs, Food and Public Distribution
Report-June 2014
Toll-free Number: 1800-11-4000, SMS: 8130009809, Toll Number 011-23762077
Email: [email protected], Website: www.nationalconsumerhelpline.in
National Consumer Helpline
Centre for Consumer Studies, Indian Institute of Public Administration,
Indraprastha Estate, Ring Road, New Delhi-110002
June 2014 Page 2
NCH Report –June 2014
NCH is successfully operating the toll free helpline at CCS, IIPA It has been a two months
journey with mixed experiences of challenges and implementation. We have successfully
completed the shifting and operationalizing of the Helpline The National Consumer Helpline
continues to give advice, guidance and help to aggrieved consumers who call up the toll free
number 1800-11-4000 from any part of the country and report their consumer related
grievance. This month all the 12 seats at front line have been filled up as the new joinees
have started taking calls. The new mobile number 91-8130009809 has been activated to
receive SMS from the Callers who are unable to connect to Helpline numbers. This month
NCH has handled 8297 Calls at Helpline and 1932 complaints at the website. In total 10,229
Calls have been handled at NCH in June 2014.
We are also submitting a compiled Report for the months of May & June 2014. This month
we have included FOP wise complaints for the top 10 sectors (for details see page nos.32-
38). We shall be pleased to submit any additional information that may be required by the
Ministry
(Dr. Suresh Misra)
June 2014 Page 3
Page No.
1) Summary 4
2) Geographical Distribution of Complaints 5
3) Sectoral Break-Up of Calls 7
4) Gender wise Distribution of Complaints 8
5) Comparative Study 9
6) In-house Trainings 10
7) Convergence Report 11
8) Response directly from Complainants 13
and Convergence Companies
9) Events 16
10) Jagriti Session 17
11) Administration 18
12) NCH Website 19
13) Outbound Calls 20
14) Socio Economic Classification 21
15) Consumer Detriment 23
16) Info source Report 27
17) Interesting complaint 30
18) Word of Appreciation 31
19) FOP wise Complaints for top 10 Sectors 32
20) Facilitation Desk Report 39
21) Compiled Call Status Report 40
Contents
June 2014 Page 4
A snapshot of the month of June 2014
The total no. of dockets made / updated from calls handled at Call Centre, SMS received
along with Complaints registered online at NCH Website during June 2014 was 10229.
8297 calls were handled at Toll free number (including outbound 749 calls and 1932
complaints were reported on NCH Website - Online Complaint Management System. These
calls are included in the total of 10229 calls handled in June 2014
The maximum numbers of calls were from Delhi – 2593 calls, forming 25.35% of total calls.
Percentage of calls from Delhi has been increased from 23.66% in June 2013 to 23.35% in
June 2014. The rest of the top five states are Uttar Pradesh, Maharashtra, Haryana and
Rajasthan registering between 16% to 7% of total calls
The ‘Product’ sector contributed 25.14% of the calls i.e. 2572. Telecom is at the second
position at 14.30%. The rest of the top five sectors are ‘E-commerce’, ‘Banking’ and
Automobiles, registering between 8% to 3% of total calls..Calls related to Telecom,
Products, E-Commerce, LPG/PNG, Automobiles and Education have shown an increased
share of percentage, compared to same month last year.
Responses to complaints/ feedback received for June 2014 are 1558. Out of this, 1391
complaints were responded to by various companies under convergence. 167 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/fax/ letter.
Website www.nationalconsumerhelpline.in has registered a total hit count of 1, 32,021 during
the month.
Consumer detriment in the month of June 2014 has been computed at Rs.28, 60,53,960 for
3984 dockets. This was calculated on the basis of average consumer detriment value in each
sector. This month value wise the top sectors for consumer detriment are Real Estate,
Products, Legal and Automobiles.
On the manpower front, 1 new Junior Counselor was appointed. Also, one junior counselor
was taking care of System Administration, and another junior counselor is deputed at the
facilitation desk at Krishi Bhavan. As per the approved strength, we are short by one Web
developer and two trainee counselors.
.
June 2014 Page 5
NCH received 10229 calls / Complaints at the Call centre and NCH website during the month.
The State wise distribution of 10229 cases handled during the month is as under: -
GEOGRAPHICAL DISTRIBUTION
June 2014 Page 6
S.No. State Count %Age
1 DELHI 2593 25.35
2 UTTAR PRADESH 1666 16.29
3 MAHARASHTRA 1033 10.10
4 HARYANA 725 7.09
5 RAJASTHAN 660 6.45
6 WEST BENGAL 488 4.77
7 BIHAR 461 4.51
8 GUJARAT 370 3.62
9 MADHYA PRADESH 367 3.59
10 PUNJAB 304 2.97
11 KARNATAKA 295 2.88
12 ANDHRA PRADESH 210 2.05
13 TAMILNADU 193 1.89
14 ODISHA 156 1.53
15 CHHATTISGARH 128 1.25
16 JHARKHAND 126 1.23
17 UTTRAKHAND 99 0.97
18 JAMMU & KASHMIR 80 0.78
19 ASSAM 63 0.62
20 HIMACHAL PRADESH 60 0.59
21 KERALA 46 0.45
22 CHANDIGARH 42 0.41
23 TRIPURA 13 0.13
24 GOA 12 0.12
25 MEGHALAYA 10 0.10
26 ARUNACHAL PRADESH 5 0.05
27 DAMAN & DIU 4 0.04
28 SIKKIM 3 0.03
29 MANIPUR 3 0.03
30 PUDUCHERRY 2 0.02
31 TELANGANA 1 0.01
32 ANDAMAN NICOBAR 1 0.01
33 Not Identified/ Abroad 10 0.10
Grand Total 10229 100.00
Geographical Distribution of Calls for June 2014
****
SECTORAL BREAK-UP OF CALLS
- The above report is based on the total number of dockets made / updated at Call centre and
complaints received at NCH Website in June 2014 i.e. 10229
June 2014 Page 7
\
- The above report is based on the total number of dockets made / updated at Call centre and
complaints received at NCH Website in June 2014 i.e. 10229
S.No. Sectors Calls %Age S.No. Sectors Calls %Age
1 Products 2572 25.14 25 RTI 49 0.48
2 Telecom 1463 14.30 26 Railways and other Public Transport 67 0.66
3 E- Commerce 736 7.20 27 Employees Provident Fund 28 0.27
4 Banking 470 4.59 28 BIS Standards 21 0.21
5 Automobiles 263 2.57 29 Railway Enquiry 16 0.16
6 Insurance 261 2.55 30 Water 16 0.16
7 Education 234 2.29 31 Passport 14 0.14
8 Weights & Measures 233 2.28 32 Share & Brokerage 13 0.13
9 Electricity 206 2.01 33 Publications 12 0.12
10 LPG/PNG 204 1.99 34 UIDAI Authority 12 0.12
11 Real Estate 203 1.98 35 Drugs & Cosmetics 11 0.11
12 DTH / Cable 241 2.36 36 Petroleum 10 0.10
13 Legal 164 1.60 37 Pancard 8 0.08
14 NBFC`s 154 1.51 38 Misleading Ads 7 0.07
15 Public Distribution System 152 1.49 39 Service Tax 4 0.04
16 Postal 142 1.39 40 Mediation Centre 3 0.03
17 Travel & Tours 136 1.33 41 Mutual Funds 3 0.03
18 Medical Negligence and other Services 152 1.49 42 Bar Council 2 0.02
19 Placement Agency 119 1.16 43 Pharmacy Council of India 2 0.02
20 Airlines 108 1.06 44 Women Helpline 2 0.02
21 Courier & Cargo 106 1.04 45 Commodity 1 0.01
22 VAT 59 0.58 46 Complaints against Fraud committed 139 1.36
23 Food Safety 53 0.52 47 others-Service 276 2.70
24 Packers & Movers 51 0.50 48Enquiries & complaints outside the
CPA ambit1031 10.08
Sector wise calls for the month of June 2014
Sector wise Calls
June 2014 Page 8
MALE
91.58%
FEMALE
8.42%
Genderwise Distribution of Calls for June 2014
MALE FEMALE
11
72
1
11
10
2
99
58
12
29
5
61
45
49
43
54
49
47
25
47
32
10
06
5
93
68
92
4
91
5
70
8
91
7
45
9
44
4
39
8
32
0
33
4
89
9
86
1
0
2000
4000
6000
8000
10000
12000
14000
July
2013
Aug 2
013
Sept 2013
Oct
2013
Nov 2
013
Dec 2
013
Jan 2
014
Feb 2
014
Mar
2014
May 2
014
June 2
014
Ca
lls
Months
Males dominate Complaint Making- Women in Background ( July 2013 - June 2014)
Male Female
GENDER WISE DISTRIBUTION
June 2014 Page 9
* Delhi, Maharashtra, West Bengal, and Karnataka have shown an increased share of calls in June 2014 in
comparison to the last year, same month i.e. June 2013
Publicity of the toll free number will help consumers know where to call for consumer guidance and
advice.
S.No. State Calls %Age Calls %Age Increase/ Decrease
in %Age
1 MEGHALAYA 3 0.02 10 0.10
2 ARUNACHAL PRADESH 0 0.00 5 0.05
3 DAMAN & DIU 4 0.03 4 0.04
4 SIKKIM 4 0.03 3 0.03 No Change
5 MANIPUR 3 0.02 3 0.03
6 PUDUCHERRY 2 0.02 2 0.02 No Change
7 ANDAMAN NICOBAR 4 0.03 1 0.01
June 2013 June 2014
Comparison of calls received from States from which low number of calls were received
in June 2014 (as compared to June 2013)
S.No. State Calls %Age Calls %Age Increase/ Decrease
(in %Age)
1 DELHI 2843 23.66 2593 25.35
2 UTTAR PRADESH 1975 16.43 1666 16.29
3 MAHARASHTRA 1213 10.09 1033 10.10
4 HARYANA 929 7.73 725 7.09
5 RAJASTHAN 890 7.41 660 6.45
6 WEST BENGAL 569 4.73 488 4.77
7 BIHAR 601 5.00 461 4.51
8 GUJARAT 513 4.27 370 3.62
9 MADHYA PRADESH 492 4.09 367 3.59
10 PUNJAB 389 3.24 304 2.97
Comparison of calls received from Top Ten States in June 2014 (as compared to June 2013)
June 2013 June 2014
COMPARATIVE STUDY
June 2014 Page 10
Consumer have to be informed and guided by our counsellors, hence it is imperative that the counsellors are empowered with the latest policies, judgments, redressal mechanisms. 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 counsellors to attend. This enhances the knowledge base of NCH that helps us serve consumers better.
Date Topics Covered
1st June 2013 Sunday
2nd June 2014 NBFC - Grievance Redressal System 3rd June 2014 General Discussion on NCH Operations4th June 2014 LPG - the nature of complaints and the regulatory framework5th June 2014 PNG- FAQs and Redressal System of LPG Companies.6th June 2014 Legal- Introduction to CPA & its Coverage7th June 2014 Consumer Detriment - how to evaluate Consumer Detriment for different sectors8th June 2014 Sunday
9th June 2014 Legal, Procedure of filing a complaint in a Consumer Forum10th June 2014 The Electricity Act 200311th June 2014 Discussion -Data Capturing on NCHCRM12th June 2014 Electricity- The role of CGRF and Electricity Ombudsman13th June 2014 Education - The right to Education Act 201314th June 2014 Banking Complaints15th June 2014 Sunday
16th June 2014 The Execution & Proceedings of Consumer Forums17th June 2014 Electricity- Q& A18th June 2014 Education - The salient feature of RTE 201319th June 2014 Education- Discussion on Right to Education & Grievance System20th June 2014 Discussion on NCH Consumer Satisfaction Survey feedback Form21st June 2014 Consumer Detriment - Refresher on evaluation of Consumer Detriment22nd June 2014 Sunday
23rd June 2014 Right to Information Act 2005- Salient feature
24th June 2014 Banking - Inoperative, Dormant accounts and RBI rules
25th June 2014 Right to Information Act 2005- PIO, AA with SIC & CIC Role
26th June 2014 EPFO- the basis tenant of Provident fund & Consumer Complaints
27th June 2014 Loan : Introductory
28th June 2014 Loan- the procedure of getting consumer loans, Home Loan/personal loan etc29th June 2014 Sunday
30th June 2014 DTH/ Broadcaster- The complaints & the grievance system in DTH & broadcaster complaints
Training Sessions conducted in June 2014
INHOUSE TRAINING PROGRAMME
June 2014 Page 11
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 forward it to their nominated /designated
official with full consumer particulars captured at our end.
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.
The following table shows the progress of
complaints under the Convergence System.
S.No Month Complaints
1 June 2013 2174
2 July 2013 2636
3 August 2013 2141
4 September 2013 2229
5 October 2013 1833
6 November 2013 1335
7 December 2013 1118
8 January 2014 1093
9 February 2014 1295
10 March 2014 902
11 May 2014 1946
12 June 2014 1906
* NCH activity was suspended for a period of 6 weeks
from 1st Apr to 8th May on account of shifting of premises
from DU to IIPA.
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
logged by consumers can directly be seen by 67 companies
who can put their remarks and resolutions, which are
accessible to the consumers. In the month of June 2014,
NCH has received 674 online complaints of companies
under convergence, as of the total 203; only 67 companies
were active in the online system The total offline and online
complaints for convergence companies received was 1946
as shown in the table above. The total number of complaints
received in the NCH online system was 1932.. Efforts are
being made to contact all the complainants through
outbound calls on a limited basis.
Convergence @ NCH Convergence @ NCH
* *
CONVERGENCE @ NCH
June 2014 Page 12
S.No
.
Banking Sector S.No. Manufacturing Companies S.No
.
Automobiles
1 Axis Bank 51 Acer India Pvt Ltd. 129 Bajaj Auto Ltd.
2 Barclays Bank PLC 52 Adidas India Marketing Pvt. Ltd. 130 BSA Motors
3 Canara Bank 53 Aero Club (Woodland India) 131 Eicher Motors Ltd.
4 Citi Bank 54 Amaraja Batteries Ltd. 132 General Motors India Pvt.Ltd.
5 Deutsche Bank PBC India 55 Apollo Tyres Ltd. 133 Hero Motors Ltd.
6 Development Credit Bank Ltd. 56 Bajaj Electricals Ltd. 134 Honda Motorcycle & Scooter India Pvt. Ltd.
7 HDFC Bank Ltd. 57 Bata Shoe Company Private Ltd.. 135 Honda Siel Cars India Ltd.
8 HSBC Ltd. 58 Beetal 136 Hyundai Motor India Ltd.
9 ICICI Bank Ltd. 59 Best IT world India Pvt. Ltd ( I- Ball) 137 India Yamaha Motor Pvt Ltd.
10 IDBI Bank Ltd. 60 Blackberry 138 Mahindra & Mahindra Ltd.
11 Indus Ind Bank 61 Blue Star 139 Royal Enfield (A Unit of Eicher Motors Ltd.)
12 ING Vysya Bank Ltd. 62 Carrier Airconditioning & Refrigeration Ltd. 140 Skoda Automobiles Ltd.
13 Kotak Mahindra Bank Ltd. 63 Colgate Palmolive India Ltd. 141 TATA Motors
14 Punjab National Bank 64 Datawind Ltd. (Akash Tablet) 142 TVS Motor Company
15 RBS N.V 65 Dell India Pvt. Ltd. 143 Yo Bikes ( Electrotherm India Ltd)
16 Standard Chartered Bank 66 EKL Appliances Ltd. E-Commerce
17 Union Bank of India 67 Epson India 144 100bestbuy.com
18 Yes Bank 68 Eureka Forbes 145 Compact International (Deals 4 All)
Telecom 69 Exide Industries Ltd. 146 eBay India Private Ltd.
19 Aircel Ltd. 70 Fedders Lloyd Corporation Ltd. 147 Flipkart.com
20 Bharti Airtel Ltd. 71 Godrej & Boyce Manufacturing Company Ltd. 148 Future Bazaar India Ltd.
21 IDEA Cellular Ltd. 72 Gujarat Cooperative Milk Marketing Federation (Amul) 149 Indiatimes.com
22 Mahanagar Telephone Nigam Ltd. ( MTNL, Delhi) 73 Haier Appliances (India) P. Ltd. 150 Infibeam.com
23 Mahanagar Telephone Nigam Ltd. (MTNL, Mumbai) 74 HCL Infosystems Ltd. 151 MakeMyTrip India Pvt. Ltd.
24 Matrix Telecom 75 Hewlett-Packard Company 152 Myntra.com
25 Reliance Communications Ltd. 76 Hindustan Unilever Ltd. 153 Naaptol.com
26 Sistema Shyam TeleServices Ltd.. (SSTL), MTS 77 Hitachi Home & Life Solutions (India) Ltd. 154 Rediff.com India Ltd.
27 Tata Docomo 78 HTC India Ltd 155 Snapdeal.com
28 Tata Tele Services Ltd. 79 IFB Industries Ltd. 156 STAR CJ Network India Pvt. Ltd.
29 Uninor India - Unitech Wireless Pvt. Ltd 80 Intex Technologies (India) Ltd. 157 Telebrands India
30 Vodafone Essar Ltd. 81 Infiniti Retails Ltd ( Croma) 158 TV18 Home Shopping Network Ltd.
Broadband 82 Ion Exchange (India) Ltd. (Zero B) 159 TVC SKY SHOP Ltd.
31 Sify Technologies Ltd. 83 Karbonn Mobiles 160 Yatra Online Pvt. Ltd.
32 Tikona Digital Networks 84 Kent RO Systems Ltd. 161 Yebhi.com
Broadcaster 85 Khaitan Electricals Insurance
33 Airtel Digital TV 86 Kingtech Electronics (India) Pvt. Ltd. (G Five Mobiles) 162 Aegon Religare General Insurance
34 Dish TV India Ltd. 87 LAVA International Ltd. 163 Apollo Munich Health Insurance Company Ltd.
35 Bharat Business Channel Ltd. (Videocon D2H) 88 Lenovo India Pvt.Ltd. 164 Aviva Life Insurance Company India Ltd.
36 Reliance BIG TV Ltd. 89 LG Electronics India Pvt. Ltd. 165 Bajaj Allianz General Insurance Company Ltd.
37 SUN Direct TV (P) Ltd. 90 Luminous Power Technologies Ltd. 166 Bajaj Allianz Life Insurance Company Ltd.
38 Tata Sky Ltd. 91 M&B Footwears Pvt. Ltd. (Lee Cooper) 167 Bharti AXA General Insurance
Electricity 92 Madura Fashion Lifestyle 168 Bharti AXA Life Insurance
39 BSES - Rajdhani Power Ltd. 93 MAXX Mobile Communications Ltd. 169 Birla Sun Life Insurance
40 BSES - Yamuna Power Ltd. 94 Meridian Mobiles Pvt. Ltd. (FLY Mobiles) 170 Future Generali
41 Tata Power Delhi Distribution Ltd ( NDPL) 95 Micromax Infomatics Ltd 171 HDFC ERGO General Insurance Company Ltd.
Publication 96 Microtek Power Ltd 172 HDFC Standard Life Insurance Company Ltd.
42 The India Today Group 97 Moser Baer India Ltd. 173 ICICI Lombard General Insurance Co. Ltd.
43 Consumer VOICE 98 Motorola India Pvt. Ltd. 174 ICICI Prudential Life Insurance Company Ltd.
Courier 99 Nike India 175 IDBI Federal Life Insurance
44 Blazeflash Couriers Ltd. 100 Nokia India Pvt. Ltd. 176 IFFCO-Tokio General Insurance
45 DTDC Courier & Cargo Ltd. 101 Onida( MIRC Electronics Ltd.) 177 ING Vysa Life Insurance Company Ltd.
46 Trackon Couriers Pvt Ltd. 102 Orient Electricals Ltd 178 Kotak Mahindra Old Mutual Life Insurance Ltd.
Shares & Securities 103 Panasonic India Pvt. Ltd. 179 Max Bupa Health Insurance Co. Ltd.
47 Indiabulls Securities Ltd. 104 Pantel Technologies Ltd. 180 Max Life insurance Co. Ltd.
48 Religare Securities Ltd. 105 Philips India Ltd. 181 Metlife Insurance
Travel & Tours 106 Pratham telecom Pvt Ltd.. (Sagem) 182 MS Cholamandalam General Insurance
49 Mahindra Holidays & Resorts India Ltd. (Club Mahindra) 107 Red Chief (Leayan Global Pvt. Ltd.) 183 National Insurance Co. Ltd
Petroleum & Natural Gas & LPG 108 Reebok India 184 Reliance General Insurance Co. Ltd.
50 Indraprastha Gas Ltd. 109 Samsung India Electronics Ltd. 185 Reliance Life Insurance Company Ltd.
110 Singer India 186 Royal Sundaram Alliance Insurance Company Ltd.
111 Sleepwell Mattresses 187 SBI Life Insurance Company Ltd.
112 Sony Ericsson Mobile Communications India PVT. Ltd. 188 Sri Ram Life Insurance Co. Ltd.
113 SONY India Pvt. Ltd. 189 Sriram General Insurance Co. Ltd
114 Spice Mobility Ltd. 190 Star Health & Allied General Insurance Co. Ltd.
115 Sports Lifestyle Pvt Ltd. (Lotto shoes) 191 Tata AIG General Insurance Company Ltd.
116 SU-KAM POWER SYSTEMS Ltd. 192 Tata AIG Life Insurance Company Ltd.
117 Sunflame Enterprises Pvt Ltd. 193 United India Insurance Co. Ltd
118 Super Cassettes Industries Ltd.. (T-Series) 194 Universal SOMPO General Insurance
119 Symphony Comfort Systems Ltd. NBFC
120 Tata Chemicals Ltd. (Tata Swatch) 195 Bajaj Auto Finance Ltd.
121 Toshiba India Pvt. Ltd. 196 Bajaj Consumer Finance Ltd
122 TTK Prestige Ltd. 197 Barclays Investments and Loans (India) Ltd.
123 Usha International Ltd. 198 Birla Sun Life Asset Management Company Ltd.
124 Value Industries Ltd. (Cover Videocon appliances , Akai,
Sansui, Kenstar & Hyundai)
199 CitiFinancial Consumer Finance India Ltd..
125 Videocon Industries (Mobiles) 200 ICICI Home Finance Pvt. Ltd.
126 Voltas Ltd. 201 IDBI Home Finance Ltd.
127 Whirpool India Ltd. 202 Mahindra & Mahindra Financial Services Ltd.
128 Zen Mobiles 203 Tata Motors Finance Co. Ltd.
Convergence @ NCH
List of companies enrolled under Convergence
June 2014 Page 13
1558 complaints responded to in the month
National Consumer Helpline has taken up Convergence with various companies & service providers and
transmits data of complaints to participating companies. In June 2014, 1391 of 1558 responses were given by
Convergence Companies while 167 consumers called back to inform about their resolution/ responses to NCH.
1239
1276
1284
832
601
422
371
487
127
211
650
867
507
531
577
626
505
625
620
509
1135
741
255
234
264
266
67
62
113
70
99
145
167
0 500 1000 1500 2000 2500
July 2013
Aug 2013
Sept 2013
Oct 2013
Nov 2013
Dec 2013
Jan 2014
Feb 2014
Mar 2014
May 2014
June 2014
Feedback
Mo
nth
s
Feedback for the period July 2013 to June 2014
Offline Responses from Convergence Companies
Online Responses from Convergence Companies
Feedback received from consumer for non converence companies
RESPONSE FROM CONVERGENCE & NON CONVERGENCE COMPANIES
June 2014 Page 14
S.No
.
Name of the Company Responses S.No
.
Name of the Company Responses
1 Bharti Airtel Ltd 240 31 ICICI Bank 5
2 Reliance Communications Ltd 171 32 Bajaj Allianz Life insurance Co. Ltd 4
3 Vodafone Essar Ltd 135 33 Citi bank 4
4 Tata Teleservice Ltd 117 34 Haier Appliances 4
5 Samsung India Electronics Ltd 91 35 IFB Industries Ltd. 4
6 Aircel Ltd 65 36 Kotak Mahindra Bank 4
7 Nokia India Pvt. Ltd 54 37 Lava Mobile 4
8 100bestbuy.com 52 38 Max New York Life Insurance 4
9 SnapDeal.com 46 39 Rediff.com India Ltd. 4
10 Videocond2H 40 40 Axis Bank Ltd 3
11 Tata Motors Ltd 32 41 Bajaj Allianz General insurance Co Ltd 3
12 HDFC Bank Ltd 28 42 Bluestar India Ltd 3
13 Tata Sky Ltd 28 43 Hero Motocorp Ltd 3
14 Bharti Airtel Digitel Tv Ltd 22 44 Karbon Mobiles 3
15 Datawind Ltd 20 45 ShopClues.com 3
16 I ball India Pvt. Ltd 19 46 Bajaj Auto Finanace Ltd 2
17 Star CJ Network Pvt. Ltd 19 47 Birla Sun Life Insurnace Co. Ltd 2
18 Flipkart Internet Pvt Ltd 18 48 Croma India 2
19 LG India Ltd 15 49 Dell India Pvt. Ltd. 2
20 MakeMyTrip India Pvt. Ltd 13 50 Max Bupa Health Insurance Co Ltd 2
21 Standard Chartered Bank 13 51 Phillips India Ltd 2
22 Hitachi India Pvt. Ltd 10 52 SBI Life Insurance Co. Ltd 2
23 Panasonic India Ltd 10 53 Tata Motors Finance Ltd 2
24 Tikona digital networks Pvt. Ltd. 10 54 Universal Sampo General Insurance Co. Ltd 2
25 Videocon Mobile 10 55 Usha International Ltd 2
26 Infibeam.com 9 56 Acer India Pvt. Ltd 1
27 Dish Tv Ltd 7 57 BSES Rajdhani Power Ltd 1
28 Indiatimes.com 7 58 Epson India Ltd 1
29 Blackberry 5 59 Exide Industries Ltd 1
30 HP India 5 60 Tata - AIG Life Insurance Co. Ltd 1
1391
Responses Received under Convergence
Total
The total responses are those received from companies under convergence – online and offline.
Responses under Convergence
June 2014 Page 15
S.No. Name of the Company No. of Resolutions
1 BSNL 18
2 Indian Oil Corporation Ltd (IOCL ) 16
3 Bharat Petroleum Corporation Limited, ( BPCL) 8
4 STATE BANK OF INDIA 8
5 Employees Provident Fund 2
6 Hindustan Petroleum Corporation Ltd (HPCL) 2
7 IRCTC 2
8 Life Insurance Corporation of india 2
9 Oriental Bank of Commerce 2
10 Tikona Digital Networks Pvt. Ltd 2
11 Times Jobs.com 2
12 Andhra Bank 1
13 Bank of India 1
14 Bihar State Electricity Board 1
15 Escorts Ltd 1
16 Hero Motocorp Ltd 1
17 LML Ltd 1
18 Maharashtra State Electricity Distribution Co. Ltd. 1
19 Mahindra Two Wheelers Ltd 1
20 MP Paschim Kshetra Vitran Co. Ltd. 1
21 Northern Railway 1
22 Jaipur Vidyut Vitran Nigam Ltd. 1
23 Reliance Mutual Funds 1
24 Spice Jet Ltd. 1
25 State bank of Bikaner & Jaipur 1
26 Syndicate Bank 1
27 UP Dakshinanchal Vidyut Vitran Nigam Ltd. 1
28 UP Purvanchal Vidyut Vitran Nigam Ltd. 1
29 U.P.Power Corporation Ltd. 1
30 Product ( Small scale level products) 16
31 Education 10
32 Postal 7
33 E-Commerce 6
34 Placement Agency 6
35 Weights & Measures 6
36 Public Distribution System 4
37 Service-others 4
39 DTH / Cable 3
40 LEGAL 3
41 Medical Negligence 3
42 Real Estate 3
43 RTI 3
44 Food 2
45 NBFC`s 2
46 PASSPORT 2
47 Automobiles 1
48 Courier /Cargo 1
49 UIDAI Authority 1
50 VAT 1
51 Water 1
Grand Total 167
Feedback received through Tel. / Fax/ Email/ Post
Other responses received , relate to:-
Feedback – Non Convergence Companies
June 2014 Page 16
Date Topic Covered Details
02/6//2014 Presentation –
Consumer Empowerment through
Helpline
A presentation on NCH and how it helps to empower consumers was held for Indian Telecommunication Service Probationers
04/6/2014 -
05/06/2014
Working of District Consumer Forum
Junior Counsellors of NCH Visited New Delhi District Consumer Forum to see and understand the proceedings of cases at the
Forum
23/6/2014 Introduction about
NCH and Working of
Call centre
Delegates from Nepal visited NCH for a firsthand experience on functioning of the helpline.
EVENTS
National Consumer Helpline (NCH) recently hosted a group of delegates from the Prime Minister Office of Nepal keen to know about the functioning of NCH. The Government of Nepal runs a helpline „Hello Sarkar‟ to provide assistance and information to the citizens of the country.
June 2014 Page 17
A program on „Jago Grahak Jago‟ was aired by Radio Dwarka abd helped in spreading the message of consumer
protection. NCH promotes the National toll free number 1800-11-4000 and SMS no 8130009809 was promoted & programs
on consumer issues and empowerment was telecasted by Radio Dwarka in an effort to reach out to various communities
in and around Delhi NCR.
Ms. Deepika Sur, Project Manager, Sanjeev Talwar & Harsh Dhingra, Sr. Counsellor, visited Radio Dwarka to record the
sessions. NCH has taken the slot of 15 minutes program for each sector discussing issues and advising the audience about
the in depth consumer grievance redressal mechanism in particular sectors.
The Four programs were recorded through Radio Dwarka are given below
Jago Grahak Jago – Discussion on National Consumer Helpline and its Functions
Jago Grahak Jago – Discussion on Consumer Protection Act, Consumer Rights & Responsibilities
Jago Grahak Jago – Discussion on Banking Services and Grievance Redressal System available
Jago Grahak Jago – Discussion on E- Commerce and what Precaution one should take while making online shopping
jAGRITI - An initiative towards making an informed consumer
Ms. Harsh Dhingra & Mr. Sanjeev Talwar, Sr. Counsellors National Consumer helpline
June 2014 Page 18
PRESENT STAFF AT THE HELPLINE
One Junior Counsellor is handling the work of System Administration (part work of a web developer). One Jr. Counsellor is posted at the facilitation desk at Dept of Consumer Affairs at Krishi Bhawan. NCH has a requirement of web developer and two trainee counselors.
.
Sr. no. Staff In Numbers
1 Manager 1
2 Senior Counsellor 3
3 Junior Counsellor Supervisor 1
4 Accountant 1
5 Junior Counsellor 10
6 Market Research Associate 1
7 Messenger 1
8 Trainee Counsellor 3
9 Sector Expert 2
23
Staff Details
Total
NCH Website
Administration
June 2014 Page 19
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 provider
using the Internet.
NCH website has zones that help visitors to learn more about NCH,
it’s related activities, functional areas, the vision, mission of NCH,
NCH channel partner details and their respective website links.
NCH website has a dynamic section of photo gallery, event details
etc. Besides this NCH website has pages on 'Jagriti' programme for
imparting consumer awareness, Interesting Cases, Consumer
Articles and Tips, Guidance for smart consumers, Convergence
Process, Consumer Responses, Advocacy Reports, NCH Jago
Grahak Channel on YouTube, NCH Annual Reports, Careers,
Feedback, Valued comments etc. with the aim of providing consumer
related information and guidance and reaching out to as many
consumers as possible.
Total Hit Count on the website in June 2014
1) Total Page Hit Count –1, 32, 0211
2) Unique User Hits – 19, 1532
Google Analytical Statistics for NCH Website in June 2014:
1) Total Page Hit Count – 83, 3241
2) Unique User Hit – 15, 6062
Traffic Sources Overview on NCH Website in June 2014
Search Engines – 74.39% 3
Direct Traffic – 22.72% 4
Referring Sites – 2.89.% 5
Most visited Pages:
Online Complaint Management System
NCH has a platform for online grievance submission by a consumer
and providing the interface for service providers to retrieve the docket
report and incorporate their comments / feedback to redress the
same online.
This facilitates the task of consumer grievance handling & redressal
services to register consumer Complaints and to check for action
taken by the service provider on the complaints reported to them
online.
Analytical Statistics for Online Complaint Management System:
Total Consumer Login: 31276
Total Complaints Received: 21507
1. Complaint Log
2. Complaint Status
3. Home Page
4. Brand Login
5. Consumer Tips
6. Contact NCH 7. Statistical Details
8. About NCH
9. Interesting Complaints
10.Sector wise Details
Important terms are explained-
1 Total Page Hit Count- Includes the number of times visitors visited NCH’s website which may be once or many times during June 2014, browsing through at least one page which may be same or different from the one visited previously during June 2014.
2 Unique User Hits- Each visitor who visited NCH’s website during June 2014 is counted only once irrespective of the fact whether he visited many times during the period or he visited same or different pages each time he visited.
3 Search Engines- The percentage of visitors who visited NCH’s website during June 2014 after searching in major search engines like Yahoo, MSN
and Google, are 74.39%.
4 Direct Traffic- 22.72% of the visitors visiting NCH’s website, already knew NCH’s website address and directly typed it’s website address in the web browser to visit the website.
5 Referring Sites- Refers to those visitors who came across NCH’s website address in other websites visited by them. As a result they chose to be directed to NCH’s website.
6 Total Consumer Login- The total number of consumers who visited NCH’s website and successfully completed free registration required for logging a complaint.
7 Total Complaints Received- Refers to the total number of visitors who successfully logged a complaint on NCH’s website.
8 Google Analytical Statistics for NCH Website in June 2014 - Due to security restrictions, Google is set to allow / crawl through only the basic pages of NCH website.
8
NCH WEBSITE
June 2014 Page 20
Outbound Calls Report
Outbound dialing is a process in which NCH call center counsellors make outbound calls to consumer on behalf of NCH 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
various means:
i. Complaints of non convergence companies
received online
ii. CLI/Phone number of Abandoned calls
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
Particulars Counts
No. of SMS Received 46
Unique Count of SMS uploaded 35
Website non convergence complaints received 1011
Website non convergance complaints uploaded 923
Abandoned calls received 5807
Abandoned calls uploaded 197**
Total Lead uploaded in the month 2288
Spoken to 764
Not contacted 391
Docket made 749
Lead attempts (Atleast 3 times in a day) 3248
Out bound Calls Report
Outbound Calls
Website non convergence complaints - After successful submission of complaint on NCH website, the following message is displayed along with the docket number to the consumer-
'Docket Registered Successfully!
Pls. note your docket no. for further assessment of your complaints...
Consumer : ABC Docket No. : xxxx xxxx xxxx
We thank you for registering your complaint on our website. It shall be our endeavor to forward the
complaint to the concerned service provider. The responsibility of the resolution of the complaints lies with the service provider as per their internal grievance handling system, and the customer is advised
to follow – up their complaint with the concerned service provider. The details of the nodal officer of
the service provider can be had from NCH Toll Free No: 1800-11-4000 during any working day from 9.30am to 5.30pm.'
Website Complaints logged under ‘Others’ category have been taken for making outbound Calls
** Callers who waited on IVR from more than 55 Seconds and were not able to connect during
the day have been considered under ‘Abandoned calls’
.
*
June 2014 Page 21
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 the
marketers to identify segments that have high consuming
potential. The high potential types (A1, A2), 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. With the growth of the economy and of small
towns and rural areas, it has become imperative to look at a
single SEC classification system for both urban and rural
India.
The top-most new 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 new 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 new SEC class E3 comprises 10% of all Indian
households. Only 2% of urban households and 13% of rural
households belong to new 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 to NCH
June 2014 Page 22
SEC Classification at NCH
National Consumer Helpline uses the SEC Classification to
classify the callers into different stratas. The classification
gives an insight into the profile of the people calling at NCH to
redress their grievances. In order to classify the callers,
information is obtained during the call received. A short
questionnaire (the same used by MRSI and MRUC) is asked
and the details of callers, who give their details voluntarily, are
recorded. The details are used to obtain the SEC class to
which each caller belong.
Analysis: -
The SEC classification was done for 1236 callers in the month
of June 2014. 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 81%
of all 642 callers. Rests of the callers (19%) belong to the
economic sections with Average Monthly Household Incomes
equal or lower than Rs.3986. This indicates that the people
approaching NCH are mostly from the well-off sections of
society.
Summary report on the month's 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 especially. Though tele-density in
the country is as high as 80%, still people across all sections
are not calling NCH. Hence, awareness needs to be verified
about the toll-free number.
* Based on income levels in 2008.
Class No of Callers Average Monthly
Household Income
(in Rs.)*
A1 264 16849
A2 270 9122
A3 203 6663
B1 140 5747
B2 118 4798
C1 79 3986
C2 38 3413
D1 56 2987
D2 36 2391
E1 22 1955
E2 10 1607
E3 0 1348
Total 1236
264 270
203
140118
79
3856
3622
10 00
50
100
150
200
250
300
A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3
No. of
Callers
Socio Economic CLassification
SEC CLassification of Callers for June 2014
* Sample size – 1236 respondents.
June 2014 Page 23
(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
June 2014 Page 24
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 organisation. 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 – June 2014
For the month of June 2014, on the basis of average
detriment value calculated for each sector, consumer
detriment was calculated for 3984 dockets as Rs.
28,60, 53,960
The following table summarizes the results
Sr. No Sector /Category No of DocketsTotal Detriment
Value (Rs.)
Average
Detriment Value
(Rs.)
No. of
Complaints
received
Extrapolated Detriment
Value (Rs.) ( Average
Detriment X no of
complaints received
1 REAL ESTATE 20 37960825 1898041 114 216376703
2 PRODUCTS 673 11249709 16716 1225 20476811
3 LEGAL 3 815000 271667 69 18745000
4 Automobiles 17 868030 51061 121 6178331
5 Travel & Tours 9 644654 71628 48 3438155
6 Life Insurance 3 121000 40333 76 3065333
7 Education 12 248602 20717 147 3045375
8 Medical Negligence 8 438650 54831 46 2522238
9 Banking 47 501504 10670 223 2379476
10 Motor Vehicle Insurance 5 420000 84000 26 2184000
11 Packers & Movers 12 712940 59412 27 1604115
12 E-Commerce 158 662991 4196 333 1397316
13 Electricity 10 110319 11032 115 1268669
14 Placement Agency 38 695349 18299 58 1061322
15 Health Insurance 4 135891 33973 24 815346
16 General Insurance 3 86800 28933 19 549733
17 Airlines 4 29299 7325 42 307640
18 Telecom 176 56077 319 632 201367
19 LPG/PNG 15 23975 1598 108 172620
20 DTH / Cable 8 9543 1193 116 138374
21 Railways 5 10672 2134 32 68301
22 Medical Others 1 1200 1200 17 20400
23 Courier /Cargo 16 5500 344 35 12031
24 Postal 19 2204 116 99 11484
25 Drugs & Cosmetics 1 700 700 9 6300
26 Weights & Measures 130 3522.5 27 178 4823
27 Food 14 839.5 60 45 2698
Total 1411 55815796 39558 3984 286053960
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
June 2014 Page 25
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
June 2014 Page 26
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
June 2014 Page 27
S.NO
.
NEWSPAPER CALLS- IN
NOS.
S.NO
.
T.V Channel CALLS- IN NOS.
1 NEWSPAPER - Dainik Jagaran 36 1 Doordarshan 672
2 NEWSPAPER - Hindustan 23 2 Lok Sabha Channel 16
3 NEWSPAPER - Navbharat Times 19 3 Zee News 8
4 NEWSPAPER - Hindustan Times 15 4 Star Plus 2
5 NEWSPAPER - Amar Ujala 13 5 Colours 2
6 NEWSPAPER - Dainik Bhaskar 11 6 India Tv 1
7 NEWSPAPER - Times of India 10 7 Zee Channel 1
8 NEWSPAPER - Rajasthan Patrika 9 8 T.V Channel - Couldn‟t Specify 392
9 NEWSPAPER - Divya Bhaskar 5 Total 1094
10 Newspaper - Anand Bazar Patrika 4 Radio Program CALLS- IN NOS.
11 NEWSPAPER - Bhaskar 4 1 FM Gold 28
12 NEWSPAPER - Prabhat Khabar 4 2 FM Rainbow 5
13 NEWSPAPER - Pratidin 3 3 Radio Mirchi 98.3 2
14 NEWSPAPER - Gujarat Samachar 3 4 Radio City 91.1 2
15 NEWSPAPER - Hindu 3 5 Delhi University Community Radio1
16 NEWSPAPER - Maharashtra Times 3 6 Red FM 93.5 1
17 NEWSPAPER - Eastern Mirror - Nagaland 2 7 Radio Program - Couldn‟t Specify 108
18 NEWSPAPER - Couldn‟t Specify 202 Total 147
Total 369 WORD OF MOUTH CALLS- IN NOS.
INTERNET CALLS- IN
NOS.
1 NCH User980
1 Google 3242 2 Friends & Relatives 583
2 NCH Website 2419 3 Walk In 84
3 Tamilnadu (VAT) Website 6 4 Word of Mouth - Couldn‟t Specify 22
4 Yahoo Website 1 Total 1669
5 INTERNET - Couldn‟t Specify 59 OTHERS CALLS- IN NOS.
Total 5727 1 Just dial544
OUTDOOR CALLS- IN
NOS.
2 Consumer Forum28
1 Hoardings 11 3 School Text Books 28
2Post Card 7
4 Post Office Pass Book 26
3 Bus Hoardings6
5 Railway Ticket23
4 Metro Hoardings 3 6 Police 100 Number 7
5 OUT DOOR - Couldn‟t Specify 11 7 Electricity Bill 14
Total 38 8 Ration Card 7
EVENTS CALLS- IN
NOS.
9 Mobile Sim6
1 EVENTS - Krishi - Expo1
10 Jago Re Helpline3
2 EVENTS - Couldn‟t Specify 8 11 Kissan Callcentre 3
Total 9 12 OTHERS - Couldn‟t Specify 468
Total 1157
MAGAZINE CALLS- IN NOS.
1 Times Magazine 4
2 Yellow Pages 2
3Yojana Magazine 1
Magazine - Couldn‟t Specify 12
Total 19
Total 10229
Infosource Report for the Month of June 2014
* 1032 complaints received on NCH Website in June 2014 have been included in above analysis under
subheading – INTERNET - NCH Website
*
INFOSOURCE REPORT
June 2014 Page 28
TV Channel – Could not Specify: Callers calling up on National Consumer Helpline, who couldn't remember on which channel they had seen the helpline's advertisement. For e.g. Star News, DD etc
S.No. Infosource Calls %Age
1 Internet 5727 67.98
2 Word of Mouth 1669 19.81
3 T.V Channels 378 4.49
4 Newspaper 159 1.89
5 Radio Programs 34 0.40
6 Outdoor 22 0.26
7 Magazine 6 0.07
8 Others 430 5.10
Total 8425 100.00
One out of five Calls are in Response to Word of Mouth
The above table provides evidence of the social usefulness of the service provided by NCH. Nearly a fifth (19.81%) of the calls received at NCH originated 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.
S.No. Infosource Calls %Age
1 Google 3242 55.45
2 NCH Website 2419 41.37
2 Doordarshan 672 11.49
3 NCH References-Friends & Relatives 583 9.97
4 Just Dial 544 9.30
5 Tv Channel Could not Specify 459 7.85
Total 7919 135.44
Top 5 Infosource of the NCH Toll Free Number
June 2014 Page 29
UTTAR PRADESH
22.17%
DELHI
14.14%
MAHARASHTRA
9.08%
HARYANA
8.33%
RAJASTHAN
8.04%
BIHAR7.74%
MADHYA PRADESH
6.70%
PUNJAB
5.51%WEST BENGAL
4.02%
GUJARAT
3.57%
JHARKHAND
2.08%
CHHATTISGARH
1.79%
JAMMU & KASHMIR
1.79%
ODISHA
1.49%
Other States
2.08%
Geographical Distribution of Calls with Doordarshan as Infosource for June 2014
UTTAR PRADESH
DELHI
MAHARASHTRA
HARYANA
RAJASTHAN
BIHAR
MADHYA PRADESH
PUNJAB
WEST BENGAL
GUJARAT
JHARKHAND
CHHATTISGARH
JAMMU & KASHMIR
ODISHA
UTTRAKHAND
Other States
Internet
67.98%
Word of
Mouth19.81%
TV Channels
7.41%
Newspaper
1.89% Radio
Programs0.40%
Outdoor
0.26%
Magazine
0.07%
Others
5.10%
Infosource Report for the Month of June 2014
Internet
Word of Mouth
T.V Channels
Newspaper
Radio Programs
Outdoor
Magazine
Others
June 2014 Page 30
Complaint no: 517700 Complaint against: Publication House Complaint: A consumer has purchased a competitive examination book for SBI clerk exam, published by BR publication (Agra, UP) he paid Rs. 300/- for the book. After few days he filled a PO examination application and he purchased another book for competitive exams for the same. He bought it for the same publisher and for which he paid Rs300, He was surprised to find that all content mentioned in both the books for different examination are same, only the cover page has been changed from Clerk to PO exam. Complainant concern is that the Clerk exams are of objective nature whereas PO exams are objective and descriptive basis and syllabus is also different for both levels’ of examination. He made a complaint to BR publication on 4 June 2014 complaining against the same contents and matter of both books being similar but the syllabus is different for the banking exams. He got a response from the publication that the mistake is not done by publication, as the matter remains the same for both the exams. Why is it Interesting? The complaint is interesting as it shows the unfair means adopted by the publisher house by changing the cover of the book. Books on Competitive exams are widely available in the market but do not have any regulations regarding the content/matter of different examination patterns. It require in-depth investigation into these kinds of unfair trade practice. Complaint No: 519003 Complaint against: Idea Cellular Ltd.
Complainant is using idea postpaid connection no 9015405798 for the last 3 years, his complaint is that he has ported his number from Reliance to Idea 3 years back since then he is using Idea postpaid connection only. On 10th June 2014 Idea Company barred his incoming services and showed it as disconnected. On complaining to customer care and Appellate Authority, they told that him that due to technical fault/ error his number is activated in Reliance telecom, and asked him to deposit the documents in Reliance store and further reliance company will process of activation of his number, he visited Reliance store also they told him that if his previous company has terminated the number. His complaint is that he has not requested to port this number from Idea to Reliance and Reliance store is also stating that they have not received any such request.
Why is it interesting? This case is an interesting complaint as the complainant is having postpaid connection which was ported from reliance 3 years back and he has not requested for another port request according to customer, suddenly his number has been disconnected, idea is asking him to contact reliance whereas reliance has refused to entreating him as they have not received any port request for consumer mobile number.
Interesting Complaint @ NCH
June 2014 Page 31
Word of Appreciation
June 2014 Page 32
1. Products Frequent Occurring Problems (FOPs)
Calls %age
Service Center /Dealer not entertaining 1314 51.09
Delay in /not providing services 333 12.95
Same Problem Persist After Repairs 300 11.66
Defective Product -No Replacement/Repair 232 9.02
After Sales Service is not provided 130 5.05
Unsatisfactory Redressal 84 3.27
Charging for Repair Under Warranty Period 53 2.06
Misbehavior by Dealers 20 0.78
Selling Duplicate / Spurious Product 19 0.74
Paid Amount Not Refunded 16 0.62
Promised/Offered Gift Not Provided 11 0.43
Unfair Trade Practices 7 0.27
Precautions to be taken while Purchasing 4 0.16
General Inquiry 49 1.91
Total 2572 100.00
FOP wise Complaints for top 10 Sectors
June 2014 Page 33
2. Telecom Frequent Occurring Problems (FOPs) Calls %age
Unfair Deductions 176 12.03
Inflated Bills / Overcharging 118 8.07
Network Problem 98 6.70
Connection not working 81 5.54
Delay in Activation 73 4.99
Requested Service Not Provided 70 4.78
Disconnection Without Intimation 68 4.65
Unsatisfactory service 65 4.44
Wrong Promises 55 3.76
Broadband/ Internet not working 51 3.49
Activation of Unsubscribed Services 45 3.08
Delay in resolving complaint 42 2.87
MNP - Delay in activation / Processing 40 2.73
Required top up value not provided 40 2.73
Slow Speed of Internet 38 2.60
Unsatisfactory Redressal 36 2.46
Deduction Without Any VAS 33 2.26
Irregular Service 24 1.64
Non Refund / Partial Refund of Security 22 1.50
Not Disconnecting Connection 22 1.50
Promotional Call 21 1.44
Service Barred 18 1.23
Activation of Unsubscribed Plan 16 1.09
Delay in Providing Connection 13 0.89
Disconnecting Service Despite making Payment 13 0.89
MNP - Rejection without any reason 13 0.89
Customer Service Blocked/Barred 12 0.82 Continued
June 2014 Page 34
Frequent Occurring Problems (FOPs) Calls %age
Bill Statement Not Given 11 0.75
Delay in Activation of Subscribed Service 10 0.68
Tariff Plan Withdrawal within Validity 9 0.62
Disconnection Despite submitting Verification Docs 8 0.55
Threatening Calls 7 0.48
Delay in Migration/ Change of Plan 6 0.41
Charging for Migration / Change of Plan 5 0.34
Defective Handset / Instrument 5 0.34
Fraudulent Issues 2 0.14
Receipt of Bills Despite making Payments 2 0.14
Connection activated on someone else name 6 0.41
General Enquiry 23 1.57
Other Miscellaneous Complaints 66 4.51
Total 1463 100.00
3. E-Commerce Frequent Occurring Problems (FOPs) Calls %age
Delivery of Defective Product 125 16.98
Paid amount not refunded 124 16.85
Non-Delivery of Product 114 15.49
Unsatisfactory Redressal 94 12.77
Deficiency in Services 68 9.24
Delivery of Wrong Product 68 9.24
Wrong Promises 45 6.11
Delay in/ Late Delivery of Product 33 4.48
Not Replacing in Guarantee Period 15 2.04
Promised /offered gift not given 9 1.22
Product not returned after repair/replacement 8 1.09
Product Accessories Missing 6 0.82
Precautions to be taken while Purchasing 4 0.54
Charging for Repair Under Warranty Period 2 0.27
General Enquiry 15 2.04
Other Miscellaneous complaints 6 0.82
Total 736 100.00
June 2014 Page 35
4. BANKING Frequent Occurring Problems (FOPs) Calls %age
Money not dispensed by ATM but debited from a/c 104 21.85
Delay / Denial of Services 83 17.44
Unsatisfactory redressal 43 9.03
Wrong Service Charges/ excess charges 29 6.09
Fraudulent transaction 28 5.88
Discrepancy in amount dispensed by ATM 19 3.99
Delay in sanction / Disbursement of loan 15 3.15
Misbehavior of DSAs/Recovery Agent 13 2.73
Delay in clearance of Cheque / Draft 11 2.31
Delay for FD encashment 9 1.89
Not giving NDC / Other Docs 9 1.89
Excess Billing 8 1.68
Incorrect ROI (Rate of Interest) 8 1.68
Non compliance of customers instructions 8 1.68
Unauthorized EMI debited 7 1.47
Showing dues even after settlement/ payment 6 1.26
wrong sector selected 6 1.26
Non - receipt of billing statement 4 0.84
charges for not maintaining monthly balance 3 0.63
non-refund of process fees 3 0.63
deducted TDS despite submission of 15H/15G 2 0.42
fake notes dispensed by ATM 2 0.42
Delay in receipt of ATM / Pin No. 1 0.21
Double Amount Debited in one transaction 1 0.21
General Enquiry 29 6.09
others Complaints 25 5.25
Total 476 100.00
June 2014 Page 36
5. Automobiles
Frequent Occurring Problems (FOPs) Calls %age
Same problem persisting after repairs 64 24.33
Customer requirement not entertained by dealer/Service Centre 49 18.63
Defective Vehicle 32 12.17
Delay in providing vehicle documents 23 8.75
Delay in providing Services 13 4.94
Delay in delivery of new vehicle 13 4.94
Charging during free service period 12 4.56
Mileage not given as per commitment 6 2.28
Misbehavior by Dealer 6 2.28
Exact amount not mentioned on bill 5 1.90
Booked vehicle sold to someone else 1 0.38
Non/partial refund booking amount after cancellation 1 0.38
Offered /Promised Gift not Provided 1 0.38
General Enquiry 17 6.46
Other Complaints 20 7.60
Total 263 100.00
6. Insurance
Frequent Occurring Problems (FOPs) Calls %age
Unsatisfactory Redressal 55 21.07
Wrong Promises by Agent / DSA 46 17.62
Delay in /Non / partial receipt of the claim 37 14.18
Claim Rejected 31 11.88
Delay in policy document delivery 16 6.13
Less amount approved 14 5.36
Non cancellation of the policy 10 3.83
Requested service not provided 8 3.07
Fraudulent Issue 6 2.30
Delay in payment of money back policy 6 2.30
Rejection of cashless policy 4 1.53
General Enquiry 28 10.73
Total 261 100.00
June 2014 Page 37
7. Education
Frequent Occurring Problems (FOPs) Calls %age
Non/ Partial refund of fees 62 26.50
Deficiency in service 46 19.66
Not issuing Certificate/Diploma/Degree 29 12.39
Academic Quality/Management Issue 13 5.56
Wrong Promises 12 5.13
Not providing basic/promised service 12 5.13
Not returning original document 11 4.70
Delay in completion of course 8 3.42
Non-Recognition of Univ/College/ Inst. 3 1.28
Unsatisfactory Redressal 2 0.85
Asking donation/caution money 1 0.43
General Enquiry 10 4.27
Other Complaints 25 10.68
Total 234 100.00
8. Weight & Measures Frequent Occurring Problems (FOPs) Calls %age
Charging more than MRP 201 86.27
Under weight pack/ Weighing Less 10 4.29
Increasing / Smudging of MRP 6 2.58
Weighing with faulty weights & balance 3 1.29
Controller address required 3 1.29
Name & add. of manufacturer not given 3 1.29
General Inquiry 7 3.00
Total 233 100.00
June 2014 Page 38
9. Electricity Frequent Occurring Problems (FOPs) Calls %age
inflated bills 66 32.04
load shedding and unscheduled power cut 31 15.05
Unsatisfactory Redressal 22 10.68
Not providing Meter /connection even after payment 15 7.28
Service line / Transformer issue 9 4.37
Disconnection without any reason 8 3.88
Meter Defective 7 3.40
Meter is running fast 7 3.40
provisional billing 5 2.43
Unsatisfactory Redressal 4 1.94
Extra charges for reconnection 3 1.46
No power supply 3 1.46
Pending bills of old meter 2 0.97
Bills not received on time 1 0.49
Officers demanding bribe 1 0.49
General Enquiry 15 7.28
Other Complaints 7 3.40
Total 206 100.00
10. LPG/PNG Frequent Occurring Problems (FOPs) Calls %age
Delay in delivery 50 24.51
Overcharging 21 10.29
Delay in getting new /Double connection 19 9.31
Underweight 19 9.31
Compelled to buy Gas stove and other items 14 6.86
Dealer is not attending customer’s call 7 3.43
Extra charging for Home delivery 7 3.43
Cash Subsidy not provided 4 1.96
Not getting subsidized cylinders 4 1.96
Black Marketing 3 1.47
Refused Home Delivery 3 1.47
Connection blocked with lame excuses 2 0.98
Delay/ denial of transfer of connection 2 0.98
General Inquiry 23 11.27
Others 26 12.75
Total 204 100.00
June 2014 Page 39
Department of Consumer Affairs
Ministry of Consumer Affairs, Food & Distribution Gate no.6, Krishi Bhawan, New Delhi- 110001
In the Month of June 2014, 70 persons visited the facilitation cum
information counter of the Ministry of Consumer Affairs. We received
56 calls at the center and National Consumer Helpline provided the
desired information. We also provided the information to those people
who were directed to us from the reception for different types of
information Number of Visitor for Ministry Of Consumer Affairs/ Number of visitors wanting General information 70 Number of Calls Received for enquires/Complaints 56
---------------------------------------------------------------------------------------------- Total Number of Visitors & Calls received at the desk 126 ----------------------------------------------------------------------------------------------
We provide the Toll Free number of NCH/ SCH to every visitor to the
facilitation cum information counter. We also provide Consumer
Awareness Literature of the Ministry and NCH posters, pamphlets
etc. NGOs show keen interest to promote the number of NCH.
We also provide 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 is 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
June 2014 Page 40
Calls Handled in May 2014 – 10964 (includes website complaints of April & May 2014) Calls Handled in June 2014 – 10229 (includes website complaints of June 2014)
Compiled Call Status Report from May 2014 – June 2014 after relocating to IIPA
State Count %Age
1 DELHI 5080 23.97
2 UTTAR PRADESH 3382 15.96
3 MAHARASHTRA 2297 10.84
4 HARYANA 1531 7.22
5 RAJASTHAN 1373 6.48
6 WEST BENGAL 1024 4.83
7 BIHAR 881 4.16
8 GUJARAT 810 3.82
9 MADHYA PRADESH 815 3.85
10 PUNJAB 623 2.94
11 KARNATAKA 671 3.17
12 ANDHRA PRADESH 509 2.40
13 TAMILNADU 409 1.93
14 ODISHA 291 1.37
15 CHHATTISGARH 236 1.11
16 JHARKHAND 271 1.28
17 UTTRAKHAND 191 0.90
18 JAMMU & KASHMIR 190 0.90
19 ASSAM 118 0.56
20 HIMACHAL PRADESH 145 0.68
21 KERALA 120 0.57
22 CHANDIGARH 79 0.37
23 TRIPURA 31 0.15
24 GOA 48 0.23
25 MEGHALAYA 15 0.07
26 Others 17 0.08
27 ARUNACHAL PRADESH 6 0.03
28 DAMAN & DIU 7 0.03
29 SIKKIM 5 0.02
30 MANIPUR 4 0.02
31 PUDUCHERRY 5 0.02
32 TELANGANA 1 0.00
33 ANDAMAN NICOBAR 3 0.01
34 DADRA & NAGAR HAVELI 2 0.01
35 NAGALAND 2 0.01
36 LAKSHDWEEP 1 0.00
Grand Total 21193 100.00
Statewise Calls
**
*
June 2014 Page 41
S.No. Sectors Calls %Age S.No. Sectors Calls %Age
1 Products 5200 24.54 26 RTI 91 0.45
2 Telecom 3431 16.19 27 Employees Provident Fund 46 0.43
3 E- Commerce 1677 7.91 28 Standards - BIS 44 0.22
4 Banking 1035 4.88 29 Publication 38 0.21
5 Insurance 597 2.82 30 Railway Enquiry 35 0.18
6 Automobiles 579 2.73 31 Share & Brokerage 33 0.17
7 Education 488 2.30 32 Water 33 0.16
8 LPG/PNG 475 2.24 33 Drugs & Cosmetics 32 0.16
9 Weights & Measures 454 2.14 34 UIDAI Authority 28 0.15
10 DTH / Cable 413 1.95 35 Petroleum 26 0.12
11 Electricity 362 1.71 36 Passport 21 0.10
12 Travel & Tours 343 1.62 37 Mediation Centre 14 0.07
13 VAT 341 1.61 38 Misleading Ads 13 0.06
14 Legal 299 1.41 39 Mutual Funds 13 0.06
15 NBFC`s 286 1.35 40 PAN CARDS 12 0.06
16 Medical Negligence and other
Services283 1.34 41 Service Tax 8 0.04
17 Postal 269 1.27 42 Women Helpline 4 0.02
18 Courier & Cargo 266 1.26 43 Bar Council 3 0.01
19 Placement Agency 231 1.09 44 Beauty Services 3 0.01
20 Public Distribution System 227 1.07 45 Pharmacy Council of India 3 0.01
21 Airlines 215 1.01 46 Commodity 2 0.01
22 Real Estate 203 0.96 47 Corporation 1 0.00
23 Railways and other Public
Transport131 0.96 48 others-Service 516 2.43
24 Food Safety 121 0.62 49Enquiries & complaints outside the
CPA ambit1867 8.81
25 Packers & Movers 96 2.43 50 Complaints against Fraud committed 285 1.34
Sector wise calls