state consumer helpline · * ivrs interactive voice response systems . 5 2. productivity report :...
TRANSCRIPT
1
ACTIVITIES REPORT FOR ACTIVITIES REPORT FOR ACTIVITIES REPORT FOR ACTIVITIES REPORT FOR OCTOBEROCTOBEROCTOBEROCTOBER 2010201020102010
STATE CONSUMER HELPLINESTATE CONSUMER HELPLINESTATE CONSUMER HELPLINESTATE CONSUMER HELPLINE
4444THTHTHTH
FLOOR, FLOOR, FLOOR, FLOOR, EEEEZHILAGAM,ZHILAGAM,ZHILAGAM,ZHILAGAM,
CHENNAI CHENNAI CHENNAI CHENNAI –––– 600005 600005 600005 600005 Phone : 044 Phone : 044 Phone : 044 Phone : 044 -------- 28592828 28592828 28592828 28592828
eeee----mail mail mail mail : : : : [email protected] [email protected] [email protected] [email protected] ,,,, [email protected] [email protected] [email protected] [email protected] website : www.consumer.tn.gov.inwebsite : www.consumer.tn.gov.inwebsite : www.consumer.tn.gov.inwebsite : www.consumer.tn.gov.in
TANSSCOPE, TANSSCOPE, TANSSCOPE, TANSSCOPE, Civil Supplies & Consumer Protection DepartmentCivil Supplies & Consumer Protection DepartmentCivil Supplies & Consumer Protection DepartmentCivil Supplies & Consumer Protection Department. . . .
Government of Tamil NaduGovernment of Tamil NaduGovernment of Tamil NaduGovernment of Tamil Nadu
2
FOREWORD
The 12th monthly activity report for October 2010 of SCH
Chennai is placed for the judgment of our valued consumers.
SCH is proud that we are achieving the vision and goal we
aimed at by resolving the consumer’s grievances.
We will sincerely struggle to improve our performance during
the days ahead for the service of the consumers.
The Activities Report reflects on the performance and the
achievements of SCH during October 2010.
We solicit the continued cooperation and patronage from all
stake holders and invite suggestions / positive criticisms for
improvement. Yes, We will collectively “MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN” in a better way. SCH Team, Chennai
3
Contents
S. No Topics Page No.
1 Cumulative Analysis of Complaints 4
2 Productivity Report 5
3 Sector wise Analysis of complaints 6
4 PDS Detailed Analysis 7
5 Products – sector wise break up 8
6 Services – sector wise break up 9
7 Resolved complaints Analysis 10
8 Cumulative – Sector wise month wise Comparison 11
9 District wise analysis of calls 12
10 Daily Call Analysis 13
11 Special delegates & Visitors 14
12 Appreciations / Responses 15
4
1. Cumulative Analysis of Tele Complaints
(1/11/2009 to 31/10/2010)
TOTAL CALLS *IVRS ATTENDED
NOV ’09 4636 3205 1431
DEC ‘09 5632 3417 2215
JAN ‘10 4363 2234 2129
FEB‘10 4404 2327 2077
MAR‘10 4281 2132 2149
APR‘10 2381 941 1440
MAY’10 4627 2028 2599
JUN’10 4299 1740 2559
JUL‘10 4894 2182 2712
AUG‘10 4199 2568 1631
SEPT’10 6175 3641 2534
OCT’ 10 6277 3857 2420
TOTAL
56168 30272 25896
(including 4304 repeated calls)
* IVRS Interactive Voice Response Systems
5
2. Productivity Report:
Total Calls Offered 6277
Total Calls in Queue 68 % 4299
Total Calls Answered 39 % 2420
Calls Answered in 10 Seconds 18 % 1136
Calls Answered in 20 Seconds 8 % 477
Calls Answered in Beyond 20 Seconds 13 % 807
Total Abandoned Calls 61 % 3857
Calls Abandoned in 10 Seconds 9 % 578
Calls Abandoned in 20 Seconds 0 % 5
Calls Abandoned in Beyond 20 Seconds 52 % 3274
Calls Finished in 10 Seconds 20 % 491
Calls Finished in 20 Seconds 7 % 177
Calls Finished in Beyond 20 Seconds 72 % 1752
Total Average Maximum
Wait Time 69:04:43 00:00:39 00:03:55
Ring Time 04:08:05 00:00:02 00:01:08
Talk Time 108:31:49 00:02:41 00:17:19
Hold Time 00:05:35 00:00:00 00:00:55
Wrap up Time 297:47:13 00:02:50 02:41:28
6
4. Sector wise Analysis of Complaints:
S. no
Sector
No. of -
complaints
%
1
PDS 1106 79%
2 Products 29 3%
3 Services 207 15%
4 Unrelated 42 3%
5 Total 1384 100%
Sector wise Analysis of Complaints:
Unrelated
42
Services
207Products
29
PDS
1106
7
5. PDS Detailed Analysis
Details No of complaints. %
Card related 863 78%
Shop Related 222 20%
Others 21 2%
Total 1106 100%
-100
50
200
350
500
650
800
Card related Shop Related Others
PDS Detailed Analysis
8
6. Products – Sector wise break up:
Complaints Complaints Product Name
No. % Product contd.
No. %
Air Conditioner 3 10 Computer 1 3
Food Product 3 10 Cement 1 3
Washing machines 3 10 Progressive lence
1 3
Mobile 3 10 Cool drinks 1 3
Dish TV 3
10 Liquor 1 3
Refrigerator 2 7 Water purifier 1 3
TV 2 7 Tractor 1 3
Distemper 1 3 Medical Product 1 3
Iron Box 1 3 Total 29 100%
Cement
3%
Air Conditioner
10%
Food Product
10%
Iron Box
3%
Computer
3%
Progressive
lence
3%
Liquor
3%Cool drinks
3%
Dish TV
10%
Mobile
10%
Washing
machines
10%
Distemper
3%
TV
7% Refrigerator
7%
Water purifier
3% Tractor
3%
Medical
Product
3%
9
7. Services - Sectorwise break up:
Complaints Complaints Sector Name
No’s. % Contd.
No’s %
LPG 145 70 NBFC 2 1
Banking / cr. card 15 7 Cable 2 1
Telecom 8 5 Insurance 1 0
Education loan
9 6 Railways 1 0
Public transport 6 3 Postal 1 0
Food & Drug
4
2 Courier 1 0
Electricity 3 1 Others 6 3
broadband 3 1 Total 207 100 %
0
20
40
60
80
100
120
140
160
LP
G
Ba
nkin
g /
cr.
Te
leco
m
Ed
uca
tio
n
Pu
blic
Fo
od
& D
rug
Ele
ctr
icity
bro
ad
ba
nd
NB
FC
Ca
ble
Insu
ran
ce
Ra
ilwa
ys
Po
sta
l
Co
uri
er
Oth
ers
Services - Sectorwise break up:
10
8. Resolved Complaints – Analysis Telecomplaints
October 2010
Number of complaints
received Complaints resolved
Complaints
forwarded & pending
Type
PDS NON
PDS Total PDS
NON
PDS Total PDS
NON
PDS Total
Tele
Phone 1106 249 1355 636 210 846 470 39 509
e-mail 33 38 71 12 18 30 21 20 41
Total 1139 287 1426 648 228 876 491 59 550
11
9. Cumulative – Sector wise month wise Comparison: (Tele Complaints and e-mail complaints integrated by creating Docket numbers)
I
PDS I I (a)
Services II (b)
Products II (a+b) Total
III Unrelated
Total (I+II+II)
IVRS *
NOV ’09 1178 439 93 532 - 1710 3205
DEC ‘09 2715 319 59 378 217 3310 3417
JAN ‘10 1569 235 50 285 37 1891 2234
FEB‘10 1100 372 54 426 53 1579 2327
MAR‘10 1002 407 92 499 115 1616 2132
APR‘10 1088 231 63 294 58 1440 941
MAY’10 1188 660 94 754 160 2102 2028
JUN’10 1196 429 66 495 106 1797 1740
JUL‘10 1299 287 55 342 93 1734 2182
AUG‘10 1288 256 23 479 64 1631 2568
SEPT’10 1058 234 50 284 56 1398 3641
OCT’ 10 1106 207 29 236 42 1384 3857
TOTAL 15787 4076 728 4804 1001 21592 30272
Resolved 13185 3607 644 4251 1001 18437 30272
Pending 2602 469 84 553 - 3155 -
% of Pendency 16% 12% 12% 11% - 15% -
• IVRS Interactive Voice Response Systems
12
5. District wise Analysis of Calls:
No. of Tele complaints, Percentage, and Growth
N Name Of the
District Oct’10 %
Contribution
Sep’10
%
Contribution Growth
Chennai 695 52% 732 53% (-5)%
Coimbatore 48 4% 44 3% 9%
Cuddalore 35 3% 44 3% (-20)%
Dharmapuri 6 0.4% 12 1% (-50)%
Dindugal 10 1% 8 0.5% 25%
Erode 33 2% 28 2% 17%
Kanchipuram 36 3% 54 4% (-33)%
Kanyakumari 16 1% 16 1% 0.00%
Karur 4 0.3% 20 1% (-80)%
Krishnagiri 22 2% 10 1% 120%
Madurai 35 3% 41 3% (-14)%
Nagapattinam 13 1% 6 0.49% 116%
Namakkal 15 1% 8 0.5% 87%
Nilgiris 3 0.2% 2 1% 50%
Peramballur 2 0.1% - - 0.00
Pudukottai 9 0.6% 16 1.1% (-43)%
Ramnathpuram 11 0.8% 4 0.2% 175%
Salem 16 1% 21 1% (-23)%
Sivagangai 4 0.3% 8 0.5% (-50)%
Tanjavur 12 1% 25 2% (-52)%
Theni 6 0.4% 1 0.13% 500%
Thiruvallur 26 2% 36 3% (-27)%
Thiruvannamala 17 1% 23 2% (-26)%
Thiruvarur 2 0.1% 6 0.49% (-66)%
Tuticorin 9 0.6% 8 0.5% 12%
Trichy 40 3% 36 3% 11%
Tirunelveli 26 2% 25 2% 4%
Tiruppur 23 2% 14 1% 64%
Vellore 39 3% 23 2% 69%
Villupuram 28 2% 20 1% 40%
Virudhunagar 22 2% 11 1% 100%
Ariyallur 5 0.3% 6 0.49% (-16) %
others 63 4% 65 5% (-3) %
Total 1331 100% 1373 100%
13
11. Daily Call analysis:
Date IVRS Calls Attended Calls Total Calls
01/10/2010 162 91 253
02/10/2010 Holiday Holiday Holiday
03/10/2010 Sunday Sunday Sunday
04/10/2010 227 128 355
05/10/2010 173 125 298
06/10/2010 320 93 413
07/10/2010 159 101 260
08/10/2010 73 135 208
09/10/2010 41 58 99
10/10/2010 Sunday Sunday Sunday
11/10/2010 103 157 260
12/10/2010 130 152 282
13/10/2010 218 107 325
14/10/2010 124 101 225
15/10/2010 100 91 191
16/10/2010 Holiday Holiday Holiday
17/10/2010 Sunday Sunday Sunday 18/10/2010 248 99 347
19/10/2010 363 100 463
20/10/2010 253 114 367
21/10/2010 127 97 224
22/10/2010 201 100 301
23/10/2010 60 77 137
24/10/2010 Sunday Sunday Sunday
25/10/2010 89 96 185
26/10/2010 203 87 290
27/10/2010 173 124 297
28/10/2010 90 42 132
29/10/2010 106 90 196
30/10/2010 114 55 169
31/10/2010 Sunday Sunday Sunday
Total 3857 2420 6277
14
Visitors:
Date Name Address Purpose
01.10.2010 Mr P.Mahendra Varmen Assistant Professor Regarding Complaint
04.10.2010 Mr .V.Govindarajan Pudukottai District Regarding Complaint
19.10.10 Mr.M.Jamal Muhammed Theni District Regarding Complaint
28.10.2010 S.Martin Geetha nagar,trichy Regarding Complaint
28.10.2010 Chaitanya Pallikaranai,Chennai Regarding Complaint
15
13. Consumers’ Appreciations / Responses:
SCH has received many acknowledgements and appreciation for the
solutions we have provided in the month of October 2010.
Subject: Fwd: Reg:Docket booking(00001791)
From: kavitha <[email protected]>
Date: Thu, October 7, 2010 4:15 pm
Respected sir,
This is Sundaram from coimbatore.
I was given a complind for my ration card.
my comoplined number is 1791.
Now i receved the card.
Thanks a lot.
Sundaram,coimbatore
Subject: HDFC bank problems and HDFC SL policies problems at HDFC
Bank, Mylapore
From: "Subramanian Meyyappan"
Date: Fri, October 8, 2010 7:20 am
To Manager
Dear Sir,
Following my telephonic complaint to you yesterday ( 07.10.10 )
around 10 am regarding my above problems, I hope you have talked
immediately to concerned persons which has yielded very promising
results.
One investigating Officer of the above case, Mr.Kasiraman phoned me
yesterday night and told me that he has recommeneded to HDFC SL to
return my money back as he felt that after investigating the case on
both sides, the investor was not explained about the facts of
investments fully.
There is very considerable improvements regarding my HDFC bank
problems also after your interference.
Hence, I will wait for the outcome and get back to you as soon as I
receive my money back from HDFC SL as stated by the investigating
officer over the telephone.
I was mentally much disturbed as the investment was Rs five lakhs.
Your timely help has given me peace of mind now.
I am very much thankful and greatful to you and your organisation
for helping me in this regard instantly to find out a solution for
my long pending and vexing problem for the past three months.
Thank You,
Yours Sincerely,
Dr.M.Subramanian 13/1,Kailash Nagar 2nd street,Karaikudi-630001
Phone : 04565 238664, Mobile : 9940395664
16
Subject: RE: complaint reg. ration card - (Docket Number - 12531 ).
From: "kumar_tkkrishna" <[email protected]>
Date: Fri, October 8, 2010 11:27 am
To: "Tiru.Civil Supplies AC (Taluk Office)" <[email protected]>
Sir,
I hereby acknowledge this E-mail and thank you for taking
immediate action in this regard.
With regards,
'KRISHNAA'
Subject: THANK YOU
From: "Suresh Suyambaiah" <[email protected]>
Date: Mon, October 11, 2010 11:49 am
Sir
Thank you
For changing of worker in SS colony shop no 1
Thank u sir
Subject: Fwd: Thanks for your action -Complaint Registration Id CT14300
From: <[email protected]>
Date: Wed, October 13, 2010 11:29 am
To: [email protected] Dear Sir,
Thanks for your immediate action. As a surprise, Last week, I
received phone call from Madurai East office to collect my ration
card. This is because of registration of complaint to your good
office.
I express my heartfelt thanks to all of your team who take efforts
to get my ration card after more than two years.
Once again, I express my thanks to you
Yours faithfully
T R Prakasshkumar, > 9994446101
Subject: Fwd: Fw: Thanks letter
From: <[email protected]>
Date: Wed, October 13, 2010 11:33 am
To: [email protected] Dear sir/madam,
I have Received my new ration card on 23/08/2010. From virudhunagar
TSO office my complaint Registration ID: CR13573. Ithank you very
much for your kind help and I cant forget the help till my life
time. Thanking you sir.
P.RAJU,
6/585/12,SOLAN STREET,
LAKSHMI NAGAR,VIRUTHUNAGAR-626 001
MOBILE :98432 11166
17
Subject: Fwd: Re: Reply to your Complaint Related to PDS
From: <[email protected]>
Date: Wed, October 13, 2010 11:47 am
Thanks for your consiren and immidate responce really appirciate the
work of tamil nadu goverment and his staff. i wish them good sucess
dawood
Subject: Fwd: Re: Reply to your Complaint Related to PDS
From: <[email protected]>
Date: Wed, October 13, 2010 11:48 am
To: [email protected] I haven't expected this much fast response from your team.
Your actions towards is greatly appreciated.
Same as Civil Supplies, if all other Govt departments works like
this – then consumers will be very happy.
Thanks
Choodamani E
(Consumer)
Subject: Fwd: Re: Thanks for respond on complaint
From: <[email protected]>
Date: Wed, October 13, 2010 12:07 pm
To: [email protected] Sub: Thanks for the respond on complaint regarding.
Day before yesterday i was complaint regarding the irregular
supply of commodity in civil supplies department and my complaint
registration number is SS10661. The officers had taken the complaint
to the notice and respond to it immediately. So i am in the position
to thank all the officers regarding this matter.
Thanking you
Subject: Docket no. 11753
From: "jvk" <[email protected]>
Date: Thu, October 14, 2010 4:53 pm
The Manager
State Consumer Helpline
Dear Sir,
With reference to my complaint regarding Supply of Milk by Aavin
vide docket no. mentioned above I wish to inform you as under.
I wanted to observe the supply pattern for shortage and leakage
which is my main grievance for two to three weeks before I reply to
you.
I am happy to say that after my complaint to you there was
considerable improvement in the supply. I have not received any
shortage during the last 3 weeks, but leakage was observed in one or
two packets, initially, but this was also stopped during the last
two weeks.
18
I Sincerely hope this trend will continue and Aavin keep up the good
work.
My only contention was that I should receive correct quantity and
quality of milk for which I pay in advace.
Thanking you once again for your efforts and sincerely hope that I
will not have to approach you for this problem in the future.
Best Regards
B.L. Patwari
No.1, Chittaranjan Road,Teynampet,
Chennai - 600 018. CELL: 93810 13551
Subject: Got my Ration Card...
From: "thiagarajan balasubramanian" <[email protected]>
Date: Mon, October 18, 2010 2:20 pm
Dear Sir/Madam...
Greetings for the day...
After a long struggle, I had got my new ration card last week on
12-10-2010.....Since I was suffering from Conjunctivitis, I could
not give a mail immediately....
I thank one and all for all the cooperation extended from your end
in enabling me to get the ration card.....
Thank you...
Regards...
B Thiagarajan, MCA, M Phil (CS), PGDBI, MBA, (PhD), (PGJMC),
Director-School of Computer Studies (PG),RVS College of Arts and
Science,Sulur, Coimbatore - 641 402.Mobile:* +91-99449-44356.
Subject: received ration card
From: "anbumalar kannan" <[email protected]>
Date: Tue, October 19, 2010 1:41 pm
with reference to my complaint no.12124, I received my ration card with no9799.
Subject: After your enormous effort - Renewal of my C-license by State
Electricity Licensing Board, Guindy – reg
From: "rajesh balasundaram" <[email protected]>
Date: Tue, October 19, 2010 3:45 pm
M/s State Consumer helpline, Chennai
Dear Sir/Madam,
Sub : Renewal of my C-license by State Electricity Licensing Board,
Guindy –reg
Ref : Consumers complaint - SCH docket number 12594
After your enormous effort of corresponding against Consumers
complaint
SCH docket number 12594, finally State Electricity Licensing Board,
19
Guindy sent a letter, in that called on 18/10/2010 to come with
Previous records and My C- license No.C-8942 had been renewed and
issued.
This all credit goes to the State Consumer helpline and we are
grateful to thank for the Action taken immediately form you side.
Thank You
Yours faithfully,
M.Balasundaram
Subject: Appreciation for justice to a customer
From: "Ramakrishna V" <[email protected]>
Date: Wed, October 20, 2010 7:22 am
Respected sir ,
I have lodged a complaint in SCH vide complaint no 10788.It was really
valuable system for customers to guide them. Presently my CPU is working it
was because efforts of the SCH,Tamilnadu. Thanks alot
Subject: closure of complaint no. 12184
From: "Atthi Sampath Koshalram" <[email protected]>
Date: Wed, October 20, 2010 4:35 pm
Dear sir,
I have registered a complaint No.12184 regarding the status of my
application for new Ration Card. Last week I received my new ration
card. So i kindly request you to close the complaint.
Thanks & Regards,
A.S.Koshal Ram. +91 98401 21766
Subject: Re: appeal form
From: "srinivasan Ayyaswamy" <[email protected]>
Date: Sat, October 23, 2010 5:27 pm
Dear sir,
Thank you very much for obliging my request to send
the appeal form, I appreciate your quick response.
Thanks&Regards,
Srinivasan.A
(Ph-9884926290)
Subject: Re: Consumer complaint - docket number - 13350
From: "Joseph Leo" <[email protected]>
Date: Wed, October 27, 2010 2:17 pm
I Joseph Leo Thomas, would like to inform you that the sun direct
people came to my home yesterday(oct 27th 2010) night and rectified
the mistake on my sun direct.. And they didn't charge me any money
for the repair..I would like to close my complaint... I am very
happy with the service provided by State Consumer Helpline, Thank
you so much.. Keep up the good work...
20
Subject: Re: Reminder [Fwd: Re: Salary due from SDI - Manokaran], Docket
No:12360]
From: "manokaran bharathi" <[email protected]>
Date: Fri, October 29, 2010 12:12 pm
Cc: [email protected] (more) Hello Sir / Madam,
I have received my all pending salary from my company (Software
Developers India Pvt Ltd) and I want to inform this to you to
close my complaint.
I have tried in many ways to get my pending salary from my comany
(SDI) by they have not considered my words. After a
Great entry of you (Consumer Help Line) this was done.
I wish to thank to your great support for helped to
received my salary due.
Also, there is no more words to express my thanks to your
(Consumer Help Line) support.. Yours sincerely,
Manokaran. M, 9791907235
---------------------------------------------------------------------
From: "manokaran bharathi" <[email protected]>
Date: Fri, October 15, 2010 10:05 am
-------------------------------------------------------------------
Hello Sir / Madam,
Thank you for your reply.
I have still not got my pending salary. Myself and family members
really suffered a lot and please consider this mail as High
priority.
I have performed well in Software Developers India Pvt Ltd so that
they have given me the Resignation Letter and Experience Certificate
properly. If i have not performed well then how can they have given
me these certificates. Still, SDI is hesitating to settle my dues and
telling useless messages about me.
I have waiting for my pending salary and its almost 6 months
finished, still how many months i need to wait for getting that. My
family is suffering a lot regarding them. If anything happens to
myself or my family members then SDI is the one and only reason. I
really loosed my confidence whether i can get my salary from them.
Please consider this mail and take a serious action and do a favor for me Yours sincerely,
Manokaran. M, 9791907235
Subject: intimation-receipt of ration card-24/G/0900669 reg.
From: "Yatheesh Kumar B G" <[email protected]>
Date: Sat, October 2, 2010 5:59 pm
Sir,
I *S. Palpandi*, hereby write this mail to inform the receipt of
ration card no. 24/G/0900669 from Madurai west. My request no. issued
was reference no:9705. Thanks for the early processing of my request.
Palpandi.S Mobile: 98431-81914
21
Subject: Withdrawl of Complaint Against Syndicate Bank Branch Pattabiram
From: "Sundarrajan P" <[email protected]>
Date: Fri, October 1, 2010 7:51 pm