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ACTIVITACTIVITACTIVITACTIVITYYYY REPORT FOR REPORT FOR REPORT FOR REPORT FOR FEBRUARYFEBRUARYFEBRUARYFEBRUARY 2012012012011111
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: 044 044 044 044 -------- 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] websitewebsitewebsitewebsite : www.consumer.tn.gov.in: www.consumer.tn.gov.in: www.consumer.tn.gov.in: 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
Monthly activity report of February 2011, the
16th report of State Consumer Helpline 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.
SCH sincerely struggles to improve the performance
during the days ahead for the service of the
consumers.
The Activity Report reflects on the performance and
the achievements of SCH during February 2011.
SCH solicits the continued cooperation and patronage
from all stake holders and invites suggestions /
positive criticisms for improvement.
Yes,
SCH will collectively “MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN” in a better way. TNSCH Chennai
TANSSCOPE, Dept of CS&CP
Government of TamilNadu
Foreword
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 Comparison 11
9 District wise analysis of calls 12
10 Daily Call Analysis 13
11 Special Delegates from Jharkhand 14
12 Visitors 14
13 Appreciations / Responses 15
4
1. Cumulative Analysis of Tele Complaints
(1/11/2009 to 28/02/2011)
YEAR ATTENDED *IVRS TOTAL CALLS
2009 November, December 3646 6622 10268
2010 January to December 28347 30897 59244
2011 January
2965 3248 6213
2011 February
3018 3616 6634
TOTAL
37976 (including 8310 repeated calls)
44383 82359
5
2. Productivity Report:
Total Calls Offered 6634
Total Calls in Queue 66 % 4409
Total Calls Answered 45 % 3018
Calls Answered in 10 Seconds 23 % 1510
Calls Answered in 20 Seconds 8 % 535
Calls Answered in Beyond 20 Seconds 15 % 973
Total Abandoned Calls 55 % 3616
Calls Abandoned in 10 Seconds 8 % 550
Calls Abandoned in 20 Seconds 0 % 8
Calls Abandoned in Beyond 20 Seconds 46 % 3058
Calls Finished in 10 Seconds 31 % 941
Calls Finished in 20 Seconds 6 % 182
Calls Finished in Beyond 20 Seconds 63 % 1895
Total Average Maximum
Wait Time 67:52:27 00:00:36 00:01:23
Ring Time 04:38:55 00:00:02 00:00:43
Talk Time 105:06:50 00:02:05 00:21:33
Hold Time 00:05:08 00:00:00 00:00:16
Wrap up Time 348:27:14 00:03:09 07:10:26
6
3. Sector wise Analysis of Complaints:
S. no Sector
No. of Complaints
(For which Docket
Number created)
Percentage
%
1 PDS 1453 86%
2 Products 36 2%
3 Services 166 10%
4 Unrelated 33 2%
5 Total 1688* 100%
* Total Calls attended - Repeated Calls = Docket number created: 3018 -1330 = 1688
7
4. PDS Detailed Analysis:
S. no
PDS Details
No. Of Complaints
1 Card related 961
2 Shop Related 486
3 Others 6
4 Total 1453
0
100
200
300
400
500
600
700
800
900
1000
Card related Shop Related Others
PDS Detailed Analysis
8
5. Products – Sector wise break up:
Product Nos Contd.
Nos Mobile 4 Computer 1
Food Product 4 Microwave 1
Refrigerator 4 Vacuum Cleaner 1
TV 4 Generator 1
Washing machines 3 Grinder 1
Air Conditioner 3 Toasters 1
Sun Direct 1 Others 5
Readymade Garment 1 - -
Inverter 1 Total 36
9
6. Services - Sectorwise break up:
Complaints Complaints
Services Nos
Contd. Nos
LPG 105 Education loan 2
Telecom 13 Broadcaster 2
Banking / Cr. Card 12 Postal/Courier 1
Electricity 7 Public Transport 1
Food & Drug 4 Medical Negligence 1
NBFC/ Insurance 3 Broadband 1
Real Estate 3 Others 6
Weights & measures
3 - -
Health Dept 2 Total 166
Services - Sectorwise break up
LPG
Telecom
Banking / Cr. Card
Electricity
Food & Drug
NBFC/ Insurance
Real Estate
Weights & measures
Health Dept
Education loan
Broadcaster
Postal/Courier
Public Transport
Medical Negligence
Broadband
Others
10
7. Resolved Complaints – Analysis Telecomplaints
February 2011
Telephone & e-mail Complaints
Type PDS NON
PDS Total
Number of complaints
received 1453 235 1688
Complaints resolved 812 206 1018
Complaints
forwarded & pending 641 29 670
11
8. Cumulative – Sector wise Comparison: (Tele Complaints, e-mail and written complaints integrated by creating Docket numbers)
Year I
PDS I I (a)
Services II (b)
Products II (a+b) Total
III Unrelated
Total (I+II+II) IVRS *
2009 November, December
3893 758 152 910 217 5020 6622
2010 January to December
15490 3929 671 4600 891 20981 30897
2011 January
1659 217 61 278 40 1977 3248
2011 February
1453 166 36 202 33 1688 3616
TOTAL 22495 5070 920 5990 1181 29666 44383
Resolved 19750 4698 840 5538 1181 26469 44383
Pending 2745 372 80 452 - 3197 -
% of Pendency
12% - - 8% - - -
• IVRS Interactive Voice Response Systems
12
9. District wise Analysis of Calls:
No. of Tele complaints, Percentage and Growth
Name Of the
District
Feb’11 %
Contribution
Jan’11 %
Contribution Growth
Chennai 714 42.30 881 44.56 -18.96
Coimbatore 29 1.72 40 2.02 -27.50
Cuddalore 46 2.73 62 3.14 -25.81
Dharmapuri 21 1.24 7 0.35 200.00
Dindugal 24 1.42 29 1.47 -17.24
Erode 33 1.95 48 2.43 -31.25
Kanchipuram 87 5.15 95 4.81 -8.42
Kanyakumari 13 0.77 16 0.81 -18.75
Karur 13 0.77 18 0.91 -27.78
Krishnagiri 13 0.77 31 1.57 -58.06
Madurai 42 2.49 59 2.98 -28.81
Nagapattinam 12 0.71 12 0.61 0.00
Namakkal 32 1.90 35 1.77 -8.57
Nilgiris 8 0.47 4 0.20 100.00
Peramballur 19 1.13 3 0.15 533.33
Pudukottai 28 1.66 16 0.81 75.00
Ramnathpuram 10 0.59 9 0.46 11.11
Salem 39 2.31 38 1.92 2.63
Sivagangai 12 0.71 28 1.42 -57.14
Tanjavur 27 1.60 25 1.26 8.00
Theni 4 0.24 6 0.30 -33.33
Thiruvallur 27 1.60 43 2.18 -37.21
Thiruvannamalai 29 1.72 46 2.33 -36.96
Thiruvarur 13 0.77 49 2.48 -73.47
Tuticorin 11 0.65 23 1.16 -52.17
Trichy 68 4.03 59 2.98 15.25
Tirunelveli 44 2.61 39 1.97 12.82
Tiruppur 56 3.32 37 1.87 51.35
Vellore 89 5.27 65 3.29 36.92
Villupuram 40 2.37 40 2.02 0.00
Virudhunagar 28 1.66 34 1.72 -17.65
Ariyallur 10 0.59 4 0.20 150.00
others 47 2.78 76 3.84 -38.16
Total 1688 100 1977 100 -15.00
13
10. Daily Call analysis:
Date IVRS Calls Attended Calls Total Calls
01/2/2011 156 133 289
02/2/2011 104 119 223
03/2/2011 87 107 194
04/2/2011 80 157 237
05/2/2011 66 121 187
06/2/2011 Sunday Sunday Sunday
07/2/2011 113 180 293
08/2/2011 83 206 289
09/2/2011 113 187 300
10/2/2011 235 125 360
11/2/2011 141 170 311
12/2/2011 85 70 155
13/2/2011 Sunday Sunday Sunday
14/2/2011 247 134 381
15/2/2011 160 159 319
16/2/2011 2 6 8
17/2/2011 216 152 368
18/2/2011 172 130 302
19/2/2011 95 68 163
20/2/2011 Sunday Sunday Sunday
21/2/2011 249 122 371
22/2/2011 212 95 307
23/2/2011 113 122 235
24/2/2011 255 151 406
25/2/2011 248 119 367
26/2/2011 126 77 203
27/2/2011 Sunday Sunday Sunday
28/2/2011 258 108 366
Total 3616 3018 6634
14
11. Special Delegates from Jharkhand: On 21st February 2011, Jharkhand Minister and Delegation visited State Consumer Helpline headed by Tamil Nadu Principal Secretary Shri Swaran Singh, I.A.S., Shri. Ka. Balachandran, I.A.S. Commissioner of Civil Supplies and Consumer Protection Department explained the activities and redressal mechanism of State Consumer Helpline which earned appreciation from the consumer. Jharkhand delegates observed and appraised the activities of SCH.
Special Delegates from Jharkhand
12. Visitors:
Date Name Address Purpose
08.02.2010 Mr. V.Sethu rama krishnan
Chrompet ,
Chennai- 44
Compliant Reg.
18.02.2010 Mr. N.Sundar St.Thomas Mount,
Chennai- 16
Compliant Reg.
18.02.2010 Mr. K.Manivannan Jalladenpet,
Chennai- 100
Compliant Reg.
28.02.2010 Mr. I. Mohameed Mujib Ayyanavaram,
Chennai – 23
Compliant Reg.
15
13. Consumers’ Appreciations / Responses:
SCH has received many acknowledgements and appreciation for the solutions
we have provided in the month of February 2011.
Subject: Re: Consumer complaint - docket number - 17527
From: "mahesh kumar" <[email protected]>
Date: Tue, February 1, 2011 11:07 am
To: [email protected], [email protected] Respected Sir/Madam,
I am greatly appreciate by the steps taken by the concerned department
for which i had complaint in getting an additional cylinder for
circulation.
I thank you for helping me in getting a circulating cylinder through
the same agency on 31st January 2011.
I sincerely thank once again in this regard and oblige.
Thanking you,
R. V. Mahesh Kumar
1/15,Thulasi Apartment,
7th Cross Street,
West Shenoy Nagar,
Chennai- -600030 (Ph: 9841518819/044 26286736)
Subject: Re: Goodrej - defective product reg.
From: Babus Cool" <[email protected]>
Date: Wed, January 26, 2011 9:31 am
To: [email protected] Hi,
The below problem has been resolved they have replaced whirlpool
washing machine for that Goodrej Washing machine with the additional
amount of Rs.3200/-. So we can withdraw our case in the situation.
# We are very glad to see such a good Co-Ordination in your Service.
# The Problem has been shot out very soon.
Thank you so much for co-ordination on this issue and taking this
problem has yours.
Thank you once again for you good and kind consultation with us.
Great Job done keep on going....
Regards,
Babu.
16
Subject: Re: complaint reg. ration card - (Docket Number - 17605 ).
From: RVR AADHIRA MACHINE TOOL" <[email protected]>
Date: Wed, February 2, 2011 7:28 pm
To: [email protected] (less)
[email protected] Dear Sir,
Kind Attn: Commissioner,
State Consumer Help Line,
O/o. Commissioner of Civil Supplies and Consumer Protection,
Chepauk, Chennai-5.
As per your suggetion I went to Coimbatore Civil Supply office and got
my new ration card today. Thank you for your immediate action.
Here attached the scan copy of my ration card for your refrence.
Thanks and Regards,
R.V.Rajhan,
Essaar Machine Enterprises.
Mobile - 9600921829. E -mail - [email protected]
Subject: Received my Family card today 3/2/2011 evening -thank you
sir/madam
From: "Senthil Kumar" <[email protected]>
Date: Thu, February 3, 2011 8:47 pm
To: [email protected] To
Commissioner of Civil Supplies and Consumer Protection Department,
“Ezhilagam”, IV Floor, Chepauk, Chennai-600 005
Respected sir/madam,
I have received my family card today evening 3/2/2011 (Thursday)
around 6.30 pm. The reason given in DSO bhavani office for delay in
issuing the family card is, lot of public in and around the bhavani
circle applied for the new family card, renewal etc in the financial
year 2010.
Today, i got my family card. Thank u for the Civil Supplies
and Consumer Protection Department of tamilnadu. Sorry for the inconvenience.
yours faithfully,
R.Senthilkumar,Assistant Professor,Department of Electronics and Communication
Engineering,Institute of Road and Transport Technology,Erode - 638316
Subject: Re: complaint reg. ration card - (Docket Number - 17987 ).
From: "selva kumar" <[email protected]>
Date: Mon, February 7, 2011 10:00 pm
To: [email protected] Respected sir/madam,
Thank you so much for the immediate steps. Hope we would receive our
ration card soon.
R. Selvakumar
17
Subject: Re: Reply to your Complaint Related to PDS
From: "Geetha Ganapathy" <[email protected]>
Date: Mon, February 14, 2011 10:55 am
To: [email protected], [email protected]
Complaint Registration Id CA15311 : Dear Consumer, Sir your
Application recommended and card sent to eclot for printing.
Dear sir,
I have recived new card thank u for ur kind action.
Subject: Re: Consumer complaint - docket number - 17874
From: "Ramprasad Subburaman" <[email protected]>
Date: Tue, February 15, 2011 4:42 pm
I got the cheque from Samsung on 13 Feb 2011.
Thank you Tamilnadu Civil Supplies and Consumer Protection Department
for your support. Without your support, I wouldn't have got the money.
Regards,
Ramprasad
Subject: Re : Change of Ration-Card Type
From: "laligam mohan" <[email protected]>
Date: Wed, February 16, 2011 12:21 am
To: [email protected] Dear Sir/Madam,
I thank You very much for intimating me of the Limitation(s) of
Changing the Ration Card to a different type. As You very well know I
had asked for the same, as another deserving Family, can make use of
the Rice, instead of mine, where minimal Rice is consumed.
It will be very useful to Advertise, the " Next Renewal Time ",quite
well in advance, amongst all the " Locally Published " News Papers, so
that the last minute rush could be avoided by People, hence reduce the
work-load of the Staff of Civil Supplies Corporation of TamilNadu, thus
increase the Efficiency.
It will be also very useful to the Consumer's Email Addresses
registered, so that they will get to know of the Renewal Time of their
Ration Card(s),thus schedule their timing accordingly.
Thanks once again for the efficiency of State
Consumer Helpline, which I hope can be expected in the same manner in the Offices also. With best wishes and regards,
Dr.L.N.Mohan.
18
Subject: Re: Consumer complaint - docket number - 15650
From: "chitra george" <[email protected]>
Date: Wed, February 16, 2011 1:51 pm
To: [email protected] Dear Sir,
Thank you very much for your support. As long as the music system
works properly i dont want to take any action against Sony. If the
problem starts again, then i will get in touch with you for further
action.
Thank you.
Chitra
----------------------------------------------------------------------------------------------------------- Dear Sir,
First of all I would like to thank you and appreciate your
FABULOUS gesture and swift action. My only regret is that I have been
unaware of your organization until now. Thank you again.
The person from the Sony service center approached us on 20th and took
the music system for repair.
I would like to remind you of the following sequence of events:
1.On our first complaint, the system was taken to the same service
station and fixed and we were told that an IC chip that was corroded
was replaced.
2.On bringing the system home, the same problem prevailed and we called
the service centre again and the technician visited us and then told us
that the complete board had to be changed (Cost Rs.13,000)
3. After your action, the system was taken to the service center again
and we were told that the IC chip is corroded and needs to be replaced.
When we told them that it was replaced by them earlier, we were told
that ANOTHER IC chip is corroded and now not the board. We suspect if
the said IC chip was replaced earlier at all. We were charged Rs.1649
for replacement earlier.
The service center has told us that the system is now under
observation and would be delivered to us today.
Thank you for your efforts to redress our grievance sir.
Best regards,
Chitra
Subject: Re: Reply to your Complaint Related to PDS
From: "KATHIR VEL" <[email protected]>
Date: Wed, February 23, 2011 8:06 pm
To: "consumer" <[email protected]> Dear Sir/Madam,
My Family Card Received. Thanking you.
19
Subject: CONSUMER COMPLAINT HAS BEEN RESOLVED FOR
DOCKET NUMBER 14473
From: "SHIMER ROSHAN" <[email protected]>
Date: Sat, February 26, 2011 9:49 am
To: [email protected] Dear Sir,
Docket Number 14473 complaint has been resolved. As AIRTEL broadband services has sent me a cheque for Rs.503. I thank you for your
help & guidance in resolving this issue.
Thanking You,
Yours truly,
Gulam Mohideen
Subject: Re: Consumer Complaints Related to PDS
From: "Deenadayalan Varadan" <[email protected]>
Date: Sat, February 26, 2011 9:03 am
To: "consumer" <[email protected]> Sir,
Thanks for the response. I got my grievance redressed through A.C. (CS
& CP) St. Thomas Mount. No action is necessary on my complaint.
Thanking you,
Deenadayalan.
Subject: Apperication For Consumer Helpline
From: "nirmalkumar santhi" <[email protected]>
Date: Tue, March 1, 2011 8:23 pm
To: [email protected] (more) To,
State Consumer Helpline
Civil Supplies and consumer Protection Dept.
Chennai - 5.
This is to inform you that I got replacement for the repaired washing
machine. I have tried in many times to the concerned service center..
After a Great entry of you (State Consumer Help Line) this was done
immediately.
Also, there is no more words to express my thanks to your (Consumer Help
Line team) support...
Heart felt congrats to the Commissioner, civil supplies for this new
venture and SCH staff for their integrity and sincerity.
Thank you very much for your support in contacting Samsung
Head office to redress my grievance. Also convey my thanks
to Samsung Grievance cell Manager. Once again entire my family saying thanks for your great effort
With best Wishes
Nirmal Kumar
Cell: 9944363910
