Report-August 2014

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

Report-August 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

mailto:[email protected]

http://www.nationalconsumerhelpline.in/

August 2014 Page 2

NCH Report – August 2014

The month of August saw National Consumer helpline handling 11168 calls, which includes

complaints registered on NCH Website as well as sms received. The NCH website has

registered 1, 48,583 hits – this count is steadily increasing month on month.

NCH has estimated the highest Consumer detriment this month, since this initiative was

started two years back. The total Consumer detriment estimated is Rs. 57.42 Crores

(approx), where the real estate sector contributed the most - around 48% of total Consumer

detriment ( Detailed Report – Page No.23)

A new initiative over the last few months has been taking a dipstick feedback from

complainants whose problems have been resolved by Convergence companies. A dipstick

feedback is a quick survey, which gives a general feel rather than statistical probabilities. At

NCH we randomly call up complainants whose problem has been responded to by the

Convergence companies to ascertain whether the feedback given by the company on the

complaint is corroborated by the complainant. The average percentage works out to 76%.

Responses to complaints received at NCH in the months of July and August were considered

for the feedback, (Detailed report - page no.15)

We shall be pleased to submit any additional information that may be required by the

Ministry

(Deepika Sur) (Dr. Suresh Misra)

Project Manager Project Director

August 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 & Companies 13

9) Dipstick Feedback Analysis 15

10) Events 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 28

17) Interesting complaint 30

18) Word of Appreciation 31

19) FOP wise Complaints for top 10 Sectors 32

20) Facilitation Desk Report 39

Contents

August 2014 Page 4

A snapshot of the month of August 2014

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

along with Complaints registered online on NCH Website during August 2014 was 11168.

8833 calls were handled at Toll free number , outbound 1048 calls were made to sems

received, and 2335 complaints were reported on NCH Website - Online Complaint

Management System. These calls are included in the total of 11168 calls handled in August

2014

The maximum number of calls was from Delhi – 2487 calls, forming 22.27% of total calls.

Percentage of calls from Delhi has decreased from 24.18% in August 2013 to 22.27% in

August 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 25.92% of the calls i.e. 2895. Telecom is at the second

position at 15.75%. The rest of the top five sectors are ‘E-commerce’, ‘Banking’ and

Education, registering between 8% to 3% of total calls..Calls related to Telecom, Products,

E-Commerce, DTH / Cable, Automobiles and Education have shown an increased share of

percentage, compared to same month last year.

Responses to complaints/ feedback received for August 2014 are 1566. Out of this, 1421

complaints were responded to by various companies under convergence. 145 consumers

either called back on the helpline to inform that their complaint has been resolved or informed

of the resolution of their complaint through email or calls.

Website www.nationalconsumerhelpline.in has registered a total hit count of 1, 48,583 during

the month.

Consumer detriment in the month of August 2014 has been computed at Rs.57, 41,56,364

for 4428 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,

Legal, Automobiles, defective products and Life Insurance.

.

.


August 2014 Page 5

NCH has handled 11168 calls / Complaints at the Call centre and NCH website during the month. The State wise distribution of 11168 cases handled during the month is as under: -

GEOGRAPHICAL DISTRIBUTION

- The above report is based on the total number of dockets made / updated at Call centre and

complaints received at NCH Website in Aug 2014 i.e. 11168.

S.No. State Count %Age

1 DELHI 2487 22.27

2 UTTAR PRADESH 1781 15.95

3 MAHARASHTRA 1159 10.38

4 HARYANA 851 7.62

5 RAJASTHAN 740 6.63

6 WEST BENGAL 706 6.32

7 BIHAR 481 4.31

8 MADHYA PRADESH 455 4.07

9 GUJARAT 453 4.06

10 KARNATAKA 358 3.21

11 PUNJAB 343 3.07

12 TAMILNADU 197 1.76

13 ANDHRA PRADESH 196 1.76

14 ODISHA 147 1.32

15 JHARKHAND 140 1.25

16 UTTRAKHAND 132 1.18

17 CHHATTISGARH 116 1.04

18 JAMMU & KASHMIR 82 0.73

19 ASSAM 81 0.73

20 HIMACHAL PRADESH 59 0.53

21 CHANDIGARH 53 0.47

22 KERALA 49 0.44

23 GOA 28 0.25

24 TELANGANA 22 0.20

25 TRIPURA 14 0.13

26 DADRA & NAGAR HAVELI 5 0.04

27 ARUNACHAL PRADESH 4 0.04

28 NAGALAND 3 0.03

29 MEGHALAYA 3 0.03

30 PUDUCHERRY 3 0.03

31 DAMAN & DIU 2 0.02

32 ANDAMAN NICOBAR 2 0.02

33 MANIPUR 1 0.01

34 Not Identified/ Abroad 15 0.13

Grand Total 11168 100.00

Geographical Distribution of Calls for August 2014

****

July 2014 Page 6

July 2014 Page 7

Sector wise Calls

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

1 Products 2895 25.92 26 Employees Provident Fund 34 0.30

2 Telecom 1759 15.75 27 Medical Others 29 0.26

3 E-Commerce 946 8.47 28 Packers & Movers 24 0.21

4 Banking 517 4.63 29 Publication 20 0.18

5 Education 328 2.94 30 Petroleum 17 0.15

6 Automobiles 315 2.82 31 Mediation Centre 16 0.14

7 Insurance 275 2.46 32 Share & Brokerag 14 0.13

8 Postal 255 2.28 33 Drugs & Cosmetics 13 0.12

9 LPG/PNG 244 2.18 34 Railway Enquiry 10 0.09

10 Electricity 210 1.88 35 Passport 9 0.08

11 Real Estate 201 1.80 36 Water 9 0.08

12 Weights & Measures 178 1.59 37 BIS Standards 8 0.07

13 DTH / Cable 167 1.50 38 UIDAI Authority 8 0.07

14 NBFC's 165 1.48 39 Service Tax 7 0.06

15 Courier /Cargo 164 1.47 40 Bar Council 5 0.04

16 Legal 152 1.36 41 M Commerce 5 0.04

17 Travel & Tours 152 1.36 42 PAN CARDS 5 0.04

18 Placement Agency 124 1.11 43 Public transport 4 0.04

19 Medical Negligence 104 0.93 44 Commodity 2 0.02

20 Public Distribution System 99 0.89 45 Mutual Fund 2 0.02

21 Airlines 83 0.74 46 Retail Outlets 2 0.02

22 Food 72 0.64 47 Misleading ads 1 0.01

23 Railways 56 0.50 48 Enquiries & complaints

outside the CPA ambit

974 8.72

24 RTI 53 0.47 49 others-Service 260 2.33

25 VAT 47 0.42 50 Complaints against Fraud 129 1.16

Sector wise for the month of Aug 2014

Products

25.92%

Telecom

15.75%

E-Commerce

8.47%

Banking

4.63%

Education

2.94%

Automobiles

2.82%

Insurance

2.46%

Postal

2.28%

LPG/PNG

2.18% Electricity

1.88%

Real Estate

1.80%

Weights & Measures

1.59%

DTH/ Cable

1.50%

NBFC's

1.48%

Courier/ Cargo

1.47%

Legal

1.36%

Other Sectors

21.26%

Sectoral Distribution of Calls for Aug 2014Products

Telecom

E-Commerce

Banking

Education

Automobiles

Insurance

Postal

LPG/PNG

Electricity

Real Estate

Weights & Measures

DTH / Cable

NBFC's

Courier /Cargo

Legal

Other Sectors

Total 11168

July 2014 Page 8

9

95

8

12

29

5

61

45

49

43

54

49

47

25

47

32

10

06

5

93

68

10

78

6

10

64

1

70

8 91

7

45

9

44

4

39

8

32

0

33

4

89

9

86

1 86

7

85

6

0

2000

4000

6000

8000

10000

12000

14000

Sept 2013

Oct

2013

Nov 2

013

Dec 2

013

Jan 2

014

Feb 2

014

Mar

2014

May 2

014

June 2

014

July

2014

Aug 2

014

Ca

lls

Months

Males dominate Complaint Making- Women in Background ( Sept 2013 - Aug 2014)

Male Female

\

GENDER WISE DISTRIBUTION

MALE

92.55%

FEMALE

7.45%

Genderwise Distribution of Calls for August 2014

MALE FEMALE

July 2014 Page 9

* Delhi, West Bengal and Gujarat have shown an increased share of calls in August 2014 in comparison to

the last year, same month i.e. August 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 DELHI 2906 24.18 2487 22.27

2 UTTAR PRADESH 2042 16.99 1781 15.95

3 MAHARASHTRA 1405 11.69 1159 10.38

4 HARYANA 941 7.83 851 7.62

5 RAJASTHAN 774 6.44 740 6.63

6 WEST BENGAL 553 4.60 706 6.32

7 BIHAR 543 4.52 481 4.31

8 MADHYA PRADESH 462 3.84 455 4.07

9 GUJARAT 511 4.25 453 4.06

10 KARNATAKA 245 2.04 358 3.21

Comparison of calls received from Top Ten States in Aug 2014 (as compared to Aug 2013)

Aug 2013 Aug 2014

S.No. State Calls %Age Calls %Age Increase/ Decrease

in %Age

1 ARUNACHAL PRADESH 0 0.00 4 0.04

2 NAGALAND 4 0.03 3 0.03 No Change

3 MEGHALAYA 0 0.00 3 0.03

4 PUDUCHERRY 1 0.01 3 0.03

5 DAMAN & DIU 1 0.01 2 0.02

6 ANDAMAN NICOBAR 3 0.02 2 0.02 No Change

7 MANIPUR 5 0.04 1 0.01

Aug 2013 Aug 2014

Comparison of calls received from States from which low number of calls were received

in Aug 2014 (as compared to Aug 2013)

COMPARATIVE STUDY

July 2014 Page 10

Consumer have to be informed and guided by our counselors, hence it is imperative that the counselors 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 counselors to attend This enhances the knowledge base of NCH that helps us serve consumers better.

Sector No of Days Topics Covered

Medical Negligence 3 Difference between Error of Judgment &

Negligence, Code of Ethics and Code of Conducts

prescribed by Medical Council of India for Doctors,

Discussion on specific complaints.

Shares 1 Types of Shares & Grievance Redressal System

Available

Insurance 3 Different Types of insurance, Important Aspects of

Policy Bond, Types of Complaints and discussion on

specific complaints

Telecom 1 Discussion on Billing issues - Overcharging, Inflated

bills & Credit limit

Railways 6 Refund Rules for Reserved Ticket, Waitlisted and

RAC Tickets, Total Tickets and E- Tickets. Filing TDR

for Family ticket and Open House to discuss

specific complaints

Banking 3 Role of Banking Ombudsman in Grievance

Redressal Mechanism, Jan Dhan Yojana - Overview

and details of the scheme

Airlines 4 Guidelines of DGCA, Role of Sugam, Types of

Complaints, Grievance Redressal Mechanism

available, Discussion on Specific Complaints

Total 21

Inhouse Training Sessions in August 2014

TRAINING PROGRAMME

July 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 August 2013 2141

2 September 2013 2229

3 October 2013 1833

4 November 2013 1335

5 December 2013 1118

6 January 2014 1093

7 February 2014 1295

8 March 2014 902

9 May 2014 1946 *

10 June 2014 1906

11 July 2014 2294

12 Aug 2014 1886

* 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 69 companies

who can put their remarks and resolutions, which are

accessible to the consumers. In the month of Aug 2014,

NCH has received 758 online complaints of companies

under convergence, as of the total 203; only 69 companies

are active in the online system The total offline and online

complaints for convergence companies received was 1886

as shown in the table above. The total number of complaints

received in the NCH online system was 2335.. Efforts are

being made to contact all the complainants through

outbound calls on a limited basis.

Convergence @ NCH Convergence @ NCH

* *

CONVERGENCE @ NCH

August 2014 Page 12

List of companies enrolled under Convergence

S.No

.

Banking Sector S.No. Manufacturing Companies S.No

.

Automobiles

1 Axis Bank 50 Acer India Pvt Ltd. 129 Bajaj Auto Ltd.

2 Barclays Bank PLC 51 Adidas India Marketing Pvt. Ltd. 130 BSA Motors

3 Canara Bank 52 Aero Club (Woodland India) 131 General Motors India Pvt.Ltd.

4 Citi Bank 53 Amaraja Batteries Ltd. 132 Hero Motors Ltd.

5 Deutsche Bank PBC India 54 Apollo Tyres Ltd. 133 Honda Motorcycle & Scooter India Pvt. Ltd.

6 Development Credit Bank Ltd. 55 Bajaj Electricals Ltd. 134 Honda Siel Cars India Ltd.

7 HDFC Bank Ltd. 56 Bata Shoe Company Private Ltd.. 135 Hyundai Motor India Ltd.

8 HSBC Ltd. 57 Beetal 136 India Yamaha Motor Pvt Ltd.

9 ICICI Bank Ltd. 58 Best IT world India Pvt. Ltd ( I- Ball) 137 Mahindra & Mahindra Ltd.

10 IDBI Bank Ltd. 59 Blackberry ( HCL Infosystems Ltd) 138 Royal Enfield (A Unit of Eicher Motors Ltd.)

11 Indus Ind Bank 60 Blackberry ( Redington India Ltd) 139 Skoda Automobiles Ltd.

12 ING Vysya Bank Ltd. 61 Blue Star 140 TATA Motors

13 Kotak Mahindra Bank Ltd. 62 Carrier Airconditioning & Refrigeration Ltd. 141 TVS Motor Company

14 Punjab National Bank 63 Colgate Palmolive India Ltd. 142 Yo Bikes ( Electrotherm India Ltd)

15 RBS N.V 64 Datawind Ltd. (Akash Tablet) E-Commerce

16 Standard Chartered Bank 65 Dell India Pvt. Ltd. 143 100bestbuy.com

17 Union Bank of India 66 EKL Appliances Ltd. 144 Compact International (Deals 4 All)

18 Yes Bank 67 Epson India 145 eBay India Private Ltd.

Telecom 68 Eureka Forbes 146 Flipkart.com

19 Aircel Ltd. 69 Exide Industries Ltd. 147 Future Bazaar India Ltd.

20 Bharti Airtel Ltd. 70 Fedders Lloyd Corporation Ltd. 148 Indiatimes.com

21 IDEA Cellular Ltd. 71 Godrej & Boyce Manufacturing Company Ltd. 149 Infibeam.com

22 Mahanagar Telephone Nigam Ltd. ( MTNL, Delhi) 72 Gujarat Cooperative Milk Marketing Federation (Amul) 150 MakeMyTrip India Pvt. Ltd.

23 Mahanagar Telephone Nigam Ltd. (MTNL, Mumbai) 73 Haier Appliances (India) P. Ltd. 151 Myntra.com

24 Matrix Telecom 74 HCL Infosystems Ltd. 152 Naaptol.com

25 Reliance Communications Ltd. 75 Hewlett-Packard Company 153 Rediff.com India Ltd.

26 Sistema Shyam TeleServices Ltd.. (SSTL), MTS 76 Hindustan Unilever Ltd. 154 Snapdeal.com

27 Tata Docomo 77 Hitachi Home & Life Solutions (India) Ltd. 155 STAR CJ Network India Pvt. Ltd.

28 Tata Tele Services Ltd. 78 HTC India Ltd 156 Telebrands India

29 Uninor India - Unitech Wireless Pvt. Ltd 79 IFB Industries Ltd. 157 TV18 Home Shopping Network Ltd.

30 Vodafone Essar Ltd. 80 Intex Technologies (India) Ltd. 158 TVC SKY SHOP Ltd.

Broadband 81 Infiniti Retails Ltd ( Croma) 159 Yatra Online Pvt. Ltd.

31 Sify Technologies Ltd. 82 Ion Exchange (India) Ltd. (Zero B) 160 Yebhi.com

32 Tikona Digital Networks 83 Karbonn Mobiles 161 Jabong.com

Broadcaster 84 Kent RO Systems Ltd. Insurance

33 Airtel Digital TV 85 Khaitan Electricals 162 Aegon Religare General Insurance

34 Dish TV India Ltd. 86 Kingtech Electronics (India) Pvt. Ltd. (G Five Mobiles) 163 Apollo Munich Health Insurance Company Ltd.

35 Bharat Business Channel Ltd. (Videocon D2H) 87 LAVA International Ltd. 164 Aviva Life Insurance Company India Ltd.

36 Reliance BIG TV Ltd. 88 Lenovo India Pvt.Ltd. 165 Bajaj Allianz General Insurance Company Ltd.

37 SUN Direct TV (P) Ltd. 89 LG Electronics India Pvt. Ltd. 166 Bajaj Allianz Life Insurance Company Ltd.

38 Tata Sky Ltd. 90 Luminous Power Technologies Ltd. 167 Bharti AXA General Insurance

39 Den Cable Networks India Ltd 91 M&B Footwears Pvt. Ltd. (Lee Cooper) 168 Bharti AXA Life Insurance

Electricity 92 Madura Fashion Lifestyle 169 Birla Sun Life Insurance

40 BSES - Rajdhani Power Ltd. 93 MAXX Mobile Communications Ltd. 170 Future Generali

41 BSES - Yamuna Power Ltd. 94 Meridian Mobiles Pvt. Ltd. (FLY Mobiles) 171 HDFC ERGO General Insurance Company Ltd.

42 Tata Power Delhi Distribution Ltd ( NDPL) 95 Micromax Infomatics Ltd 172 HDFC Standard Life Insurance Company Ltd.

Publication 96 Microtek Power Ltd 173 ICICI Lombard General Insurance Co. Ltd.

43 The India Today Group 97 Moser Baer India Ltd. 174 ICICI Prudential Life Insurance Company Ltd.

Courier 98 Motorola India Pvt. Ltd. 175 IDBI Federal Life Insurance

44 Blazeflash Couriers Ltd. 99 Nike India 176 IFFCO-Tokio General Insurance

45 DTDC Courier & Cargo Ltd. 100 Nokia India Pvt. Ltd. 177 ING Vysa Life Insurance Company Ltd.

101 Onida( MIRC Electronics Ltd.) 178 Kotak Mahindra Old Mutual Life Insurance Ltd.

Shares & Securities 102 Orient Electricals Ltd 179 Max Bupa Health Insurance Co. Ltd.

46 Indiabulls Securities Ltd. 103 Panasonic India Pvt. Ltd. 180 Max Life insurance Co. Ltd.

47 Religare Securities Ltd. 104 Pantel Technologies Ltd. 181 Metlife Insurance

Travel & Tours 105 Philips India Ltd. 182 MS Cholamandalam General Insurance

48 Mahindra Holidays & Resorts India Ltd. (Club Mahindra) 106 Pratham telecom Pvt Ltd.. (Sagem) 183 National Insurance Co. Ltd

Petroleum & Natural Gas & LPG 107 Red Chief (Leayan Global Pvt. Ltd.) 184 Reliance General Insurance Co. Ltd.

49 Indraprastha Gas Ltd. 108 Reebok India 185 Reliance Life Insurance Company Ltd.

109 Samsung India Electronics Ltd. 186 Royal Sundaram Alliance Insurance Company Ltd.

110 Singer India 187 SBI Life Insurance Company Ltd.

111 Sleepwell Mattresses 188 Sri Ram Life Insurance Co. Ltd.

112 Sony Ericsson Mobile Communications India PVT. Ltd. 189 Sriram General Insurance Co. Ltd

113 SONY India Pvt. Ltd. 190 Star Health & Allied General Insurance Co. Ltd.

114 Spice Mobility Ltd. 191 Tata AIG General Insurance Company Ltd.

115 Sports Lifestyle Pvt Ltd. (Lotto shoes) 192 Tata AIG Life Insurance Company Ltd.

116 SU-KAM POWER SYSTEMS Ltd. 193 United India Insurance Co. Ltd

117 Sunflame Enterprises Pvt Ltd. 194 Universal SOMPO General Insurance

118 Super Cassettes Industries Ltd.. (T-Series) NBFC

119 Symphony Comfort Systems Ltd. 195 Bajaj Auto Finance Ltd.

120 Tata Chemicals Ltd. (Tata Swatch) 196 Bajaj Consumer Finance Ltd

121 Toshiba India Pvt. Ltd. 197 Barclays Investments and Loans (India) Ltd.

122 TTK Prestige Ltd. 198 Birla Sun Life Asset Management Company Ltd.

123 Usha International Ltd. 199 CitiFinancial Consumer Finance India Ltd..

124 Value Industries Ltd. (Cover Videocon appliances , Akai,

Sansui, Kenstar & Hyundai)

200 ICICI Home Finance Pvt. Ltd.

125 Videocon Industries (Mobiles) 201 IDBI Home Finance Ltd.

126 Voltas Ltd. 202 Mahindra & Mahindra Financial Services Ltd.

127 Whirpool India Ltd. 203 Tata Motors Finance Co. Ltd.

128 Zen Mobiles

Convergence @ NCH

August 2014 Page 13

1566 complaints responded to in the month

National Consumer Helpline has taken up complaints with various companies & service providers and transmits

complaints data to companies. In August 2014, 1421 of 1566 responses were given by Convergence Companies

while 145 consumers called back to inform about their resolution/ responses to NCH.

1284

832

601

422

371

487

127

211

650

928

924

531

577

626

505

625

620

509

1135

741

533

497

264

266

67

62

113

70

99

145

167

156

145

0 500 1000 1500 2000 2500

Sept 2013

Oct 2013

Nov 2013

Dec 2013

Jan 2014

Feb 2014

Mar 2014

May 2014

June 2014

July 2014

Aug 2014

Feedback

Mo

nth

s

Feedback for the period Sept 2013 to Aug 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

August 2014 Page 14

S.No

.

Name of the Company Responses S.No

.

Name of the Company Responses

1 Reliance Communication Ltd 205 33 HP India Ltd 8

2 Micromax Infomatics Ltd 161 34 Bag it today 7

3 Vodafone Essar Ltd 150 35 Infibeam.com 7

4 Tata Teleservices Ltd 113 36 Sun Direct 7

5 Bharti Airtel Ltd 92 37 Honda MotorCycle & Scooter India Ltd 6

6 SnapDeal.com 49 38 Indiatimes.com 6

7 Sony India Pvt. Ltd 40 39 Blackberry 5

8 Flipkart Internet Pvt Ltd 39 40 IDBI Bank Ltd 5

9 HDFC Bank Ltd 39 41 Naaptol.com 5

10 ShopClues.com 35 42 ICICI Lombard General Insurance Co. LTd 4

11 Videocon Industries Ltd 35 43 Kotak Mahindra Bank Ltd 4

12 Aircel Ltd 32 44 Axis Bank Ltd 3

13 Datawind 32 45 Bajaj Allianz General insurance Co Ltd 3

14 Nokia India Pvt. Ltd 27 46 Bharti AXA General Insurance Co ltd 3

15 100bestbuy.com 26 47 Toshiba Laptop 3

16 Voltas 26 48 Whirlpool 3

17 BIG TV Ltd 25 49 Birla Sun Life Insurance Co. Ltd. 2

18 Tata Motors India Ltd 23 50 Citi bank Ltd 2

19 LG India Ltd 22 51 Croma 2

20 Tata Sky Ltd 22 52 Kent RO Systems Ltd 2

21 Videocon D2H 22 53 Lava Mobile 2

22 Star CJ Shopping Network Ltd 21 54 Maxx Mobile 2

23 Dell Mobile 19 55 Apollo munich General insurance Co Ltd 1

24 ICICI Bank 16 56 Bajaj Auto Finance Ltd 1

25 Rediff.com India Ltd. 15 57 Bluestar India Ltd 1

26 Tikona Digital Network Ltd 13 58 Carrier India Ltd 1

27 Standard Chartered Bank 12 59 Epson India Ltd 1

28 Dish TV India Ltd 10 60 Exide Industries Ltd 1

29 MakeMyTrip India Pvt. Ltd 10 61 IFB Industries Ltd. 1

30 Samsung India Electronics Ltd 10 62 Kenstar 1

31 Sony Ericsson 10 63 Luminous 1

32 Indusind Bank Ltd 9 64 Philips India Ltd 1

1461

Responses Received under Convergence

Total

The total responses are those received from companies under convergence – online and offline.

Responses under Convergence

August 2014 Page 15

A new initiative over the last few months has been taking a dipstick feedback from complainants whose problems

have been resolved by Convergence companies. A dipstick feedback is a quick survey, which gives a general

feel rather than statistical probabilities. At NCH we randomly call up complainants whose problem has been

responded to by the Convergence companies to ascertain whether the feedback given by the company on the

complaint is corroborated by the complainant. The average percentage works out to 76%. Responses to

complaints received at NCH in the months of July and August were considered for the feedback. The summary

of the feedback for the month is given below. This helps us to know the quality of responses received and to

develop action plan to improve its quality.

Sector

No. of

Responses

Received

NO. OF

FEEDBACK

Complainant

ContactedResolved

Not

resolved

% of

resolved

Product 87 21 21 17 4 85

E-commerce 99 42 42 29 13 73

Telecom 342 37 37 27 10 73

DTH/ Cable 11 10 10 7 3 70

Banking 35 12 12 7 5 64

Dipstick Feedback taken on Response Received

August 2014 Page 16

Feedback – Non Convergence Companies

S.No. Name of the Company No. of

Resolutions

1 Indian Oil Corporation Ltd (IOCL) 13

2 Bharat Petroleum Corporation Ltd (BPCL) 9

3 Bharat Sanchar Nigam Ltd (BSNL) 10

4 STATE BANK OF INDIA 8

5 PUNJAB NATIONAL BANK 4

6 Hindustan Petroleum Corporation Ltd (HPCL) 3

7 Jaipur Vidyut Vitran Nigam Ltd. 3

8 Connect India Broadband Services Ltd 2

9 Hyundai Motor India Ltd 2

10 Indian Railways Catering & Tourism Corporation Ltd. 2

11 Jodhpur Vidyut Vitran Nigam Ltd 2

12 UNION BANK OF INDIA 2

13 Action Shoes 1

14 Airtel M Commerce Services Limited 1

15 BANK OF BARODA 1

16 Bihar State Electricity Board 1

17 CANON India 1

18 CENTRAL BANK OF INDIA 1

19 CORPORATION BANK 1

20 Country Club India Ltd. 1

21 Employees Provident Fund 1

22 Employees State Insurance Corporation 1

23 First Flight India Ltd 1

24 Gionee Mobiles 1

25 Dakshin Haryana Bijili Vitran Nigam Ltd. 1

26 Hindustan Uni Lever Limited 1

27 Huawei Mobiles 1

28 Kingston Technology Ltd 1

29 Life Insurance Corporation of india 1

30 National Insurance 1

31 ORIENTAL BANK OF COMMERCE & GLOBAL TRUST BANK 1

32 North Eastern Electricity Supply Company Ltd 1

33 STATE BANK OF BIKANER & JAIPUR 1

34 Toyoto Kirloskar P Ltd 1

35 Videocon Telecom Ltd 1

36 U.P.Power Corporation Ltd. 1

37 Product 16

38 Education 10

39 Ecommerce 8

40 Postal 5

41 NBFC 4

42 Legal 4

43 Others - NBFC 3

44 RTI 2

45 Medical Products 2

46 Controller of Legal Metrology (Weights & Measures) 1

47 Medical Council Of India 1

48 Others - Bank 1

49 Others - Travel & tours 1

50 Placement Services 1

51 Public Distribution System 1

53 VAT 1

Grand Total 145

Feedback received through Tel. / Email/ Post

Other responses received , relate to:-

August 2014 Page 17

Date Program Details

05/8//2014 DD National: Live

Show – Good Evening India

Ms. Deepika Sur, Project Manager explained about Consumer Rights & Responsibilities and Role of NCH and tips on e-commerce

16/8/2014 Consumer Awareness

on Radio Dwarka

Ms. Rajneet Kaur Bhatia and Mr. Vikas Soni visited Radio Dwarka to record the sessions. 15 minutes program was taken up to discuss issues and advising the audience about the in-depth

consumer grievance redressal mechanism in sectors - Telecom,

Electricity, Insurance & Right to Information

19/8/2014 DD National: Live

Show – Good Evening India

Ms. Harsh Dhingra has discussed on precautions consumer should take while doing online or distance shopping

Deepika Sur Project Manager discussing consumer

Rights and Responsibilities on DD National in Good

Evening India Live Show telecast every Tuesday

Ms. Rajneet Bhatia and Mr. Vikas Soni

At Radio Dwarka recording a program

Harsh Dhingra, Sr. Counsellor from NCH talked about

Digital commerce In Good Evening India Show

EVENTS

August 2014 Page 18

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 three 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

Administration

August 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 August 2014

1) Total Page Hit Count –1, 48, 5831

2) Unique User Hits – 21, 8272

Google Analytical Statistics for NCH Website in August 2014:

1) Total Page Hit Count – 96, 0651

2) Unique User Hit – 18, 1672

Traffic Sources Overview on NCH Website in August 2014

Search Engines – 73.37% 3

Direct Traffic – 21.49% 4

Referring Sites – 5.14.% 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: 34536

Total Complaints Received: 26647

Unique Complaints - 2335

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

NCH Website

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 August 2014, browsing through at least one page which may be same or different from the one visited previously during August 2014.

2 Unique User Hits- Each visitor who visited NCH’s website during August 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 August 2014 after searching in major search engines like Yahoo, MSN

and Google, are 73.37%.

4 Direct Traffic- 21.49% 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 August 2014 - Due to security restrictions, Google is set to allow / crawl through only the basic pages of NCH website.

8


August 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

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.

.

*

Particulars Counts

No. of SMS Received 429

Unique Count of SMS uploaded 399

Website non convergence complaints received 1444

Website non convergance complaints uploaded 1318

Calls received on Toll Number 32

Successful Contact on Toll Number 28

Total Lead uploaded in the month 1745

Spoken to 1048

Not contacted 697

Docket made 1048

Out bound Calls Report

August 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

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

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

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

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

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

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

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

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

August 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 1142 callers in the month

of August 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 83% of all 1142 callers. Rests of the callers (17%)

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.

Class No of Callers Average Monthly

Household Income

(in Rs.)*

A1 223 16849

A2 278 9122

A3 223 6663

B1 131 5747

B2 92 4798

C1 60 3986

C2 41 3413

D1 51 2987

D2 29 2391

E1 12 1955

E2 0 1607

E3 2

Total 1142

* Based on income levels in 2008.

* Sample size – 1142 respondents.

223

278

223

131

92

6041 51

2912

0 20

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 August 2014

August 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

August 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 organization. The

consumers who approach us are mostly aggrieved

consumers who have experienced detriment and

therefore, using the data derived from the callers, we

can estimate the detriment experienced by them.

Consumer Detriment Value – August 2014

For the month of August 2014, on the basis of

average detriment value calculated for each sector,

consumer detriment was calculated for 4428 dockets

as Rs. 57,41, 56,364.

The following table summarizes the results

Following are the broad parameters, for the study: -

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

following section have been considered-

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

received in respective sectors.

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

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

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

S.No Sector Details Amount of detriment

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

If consumer face problem after 2 months and upto 6

months of its purchase

75% of the value

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

12 months of its purchase

50% of the value

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

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

services

Money not dispensed by ATM/ Discrepancy in Amount Debited amount

Non clearance of cheque within 7 working days cheque amount

1 Product

2 Banking

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

Real Estate 13 34330000 2640769 104 274640000

LEGAL 1 3090000 3090000 65 200850000

Automobiles 29 9867884 340272 152 51721323

Products 811 9422660 11619 1276 14825295

Life Insurance 4 372878 93220 62 5779609

Motor Vehicle Insurance 2 310000 155000 31 4805000

Education 32 698129 21817 193 4210591

Electricity 4 125095 31274 112 3502660

Medical Negligence 4 240900 60225 45 2710125

Banking 42 422200 10052 221 2221576

others-Service 22 243488 11068 156 1726551

E-Commerce 177 809976 4576 375 1716051

Travel & Tours 13 378892 29146 49 1428131

Placement Agency 45 798393 17742 70 1241945

Postal 57 304686 5345 199 1063728

Health Insurance 5 97671 19534 21 410218

Packers & Movers 10 200623 20062 16 320997

Airlines 5 49438 9888 31 306516

General Insurance 6 53275 8879 24 213100

Telecom 190 58252 307 687 210626

LPG/PNG 25 24319 973 153 148832

Courier /Cargo 32 30138 942 50 47091

DTH / Cable 7 2215 316 85 26896

Railways 3 1447 482 31 14952

Weights & Measures 96 5837 61 136 8269

Food 8 856 107 54 5778

Drugs & Cosmetics 1 56 56 9 504

Medical Others 0 0 0 21 0

Total 1644 61939307 37676 4428 574156364

August 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

August 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

August 2014 Page 27

\\

* 2335 complaints received on NCH Website in August 2014 have been included in above analysis under

subheading – INTERNET - NCH Website

*

INFOSOURCE REPORT

S.NO

.

NEWSPAPER CALLS- IN

NOS.

S.NO

.

T.V Channel CALLS- IN NOS.

1 NEWSPAPER - Dainik Jagaran 43 1 Doordarshan 688

2 NEWSPAPER - Navbharat Times 32 2 Lok Sabha Channel 16

3 NEWSPAPER - Times of India 25 3 NDTV 4

4 NEWSPAPER - Dainik Bhaskar 24 4 Star Plus 4

5 NEWSPAPER - Rajasthan Patrika 23 5 Zee News 3

6 NEWSPAPER - Hindustan 21 6 Zee Channel 3

7 NEWSPAPER - Amar Ujala 19 7 Aaj Tak 3

8 NEWSPAPER - Hindustan Times 17 8 T.V Channel - Couldn’t Specify 471

9 NEWSPAPER - Maharashtra Times 11 Total 1192

10 NEWSPAPER - Punjab Kesari 10 Radio Program CALLS- IN NOS.

11 NEWSPAPER - Lokmat 6 1 FM Gold 33

12 NEWSPAPER - Sanmarg 6 2 FM Rainbow 5

13 NEWSPAPER - Telegraph 6 3 Radio City 91.1 4

14 NEWSPAPER - Nayi Duniya 5 4 Jamia Radio 2

15 NEWSPAPER - Gujarat Samachar 4 5 Radio Mirchi 98.3 1

16 NEWSPAPER - Inquilab Newspaper 4 6 Gyanvani (IGNOU) 1

17 NEWSPAPER - Bhaskar 3 7 Radio Program - Couldn’t Specify 84

18 NEWSPAPER - DNA Newspaper 3 Total 130

19 NEWSPAPER - Couldn’t Specify 234 WORD OF MOUTH CALLS- IN NOS.

Total 496 1 NCH User1067

INTERNET CALLS- IN

NOS.

2 Friends & Relatives709

1 Google 3733 3 Walk In 8

2 NCH Website 2757 4 Word of Mouth - Couldn’t Specify 26

3 Tamilnadu (VAT) Website 10 Total 1810

4 INTERNET - Facebook 3 OTHERS CALLS- IN NOS.

5 INTERNET - Yahoo 3 1 Just dial609

6 Ministry's Website 2 2 School Text Books31

7 INTERNET - Couldn’t Specify 64 3 Consumer Forum 29

Total 6572 4 Post Office Pass Book 27

OUTDOOR CALLS- IN

NOS.

5 Railway Ticket24

1 Hoardings 11 6 Electricity Bill 15

2 Metro Hoardings 6 7 Jago Re Helpline 9

3 Bus Hoardings 5 8 Ration Card 5

4 Posters 2 9 LPG Gas Receipt 5

OUT DOOR - Couldn’t Specify 11 10 Police 100 Number 4

Total 35 11 Mobile Sim 4

EVENTS CALLS- IN

NOS.

12 OTHERS - Couldn’t Specify 420

1 EVENTS - Krishi - Expo 3 Total 1182

2 EVENTS - Property Expo 1 MAGAZINE CALLS- IN NOS.

3 EVENTS - Trade Fair 1 1 Times Magazine 6

EVENTS - Couldn’t Specify 2 2 Yojana Magazine 5

Total 7 3 Consumer Voice 1

4 Magazine - Couldn’t Specify 16

Total 28

Total 11168

Infosource Report for the Month of Aug 2014

August 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

The above table provides evidence of the social usefulness of the service provided by NCH. Nearly 16.20% 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 3733 35.04

2 NCH Website 2757 25.88

2 NCH References-Friends & Relatives 1776 16.67

3 Doordarshan 673 6.32

4 Tv Channel Could not Specify 468 4.39

5 Just Dial 466 4.37

Total 9873 92.68

Top 5 Infosource of the NCH Toll Free Number

S.No. Infosource Calls %Age

1 Internet 6572 58.85

2 Word of Mouth 1810 16.21

3 T.V Channels 1103 9.88

4 Newspaper 496 4.44

5 Radio Programs 82 0.73

6 Outdoor 35 0.31

7 Magazine 12 0.11

9 Events 7 0.06

10 Others 1051 9.41

Total 11168 100.00

One out of five Calls are in Response to Word of Mouth

August 2014 Page 29

UTTAR PRADESH

20.78%

DELHI

14.97%

RAJASTHAN

9.59%

MAHARASHTRA

9.45%

HARYANA

7.12%

MADHYA PRADESH6.83%

BIHAR

6.40%

PUNJABL

4.51%

WEST BENGAL

4.22%

GUJARAT

2.47%

JHARKHAND

2.33%

UTTRAKHAND

1.89%

JAMMU & KASHMIR

1.74%

ODISHA

1.45%

Other States

4.80%

Geographical Distribution of Calls with Doordarshan as Infosource for Aug 2014

UTTAR PRADESH

DELHI

RAJASTHAN

MAHARASHTRA

HARYANA

MADHYA PRADESH

BIHAR

PUNJAB

WEST BENGAL

GUJARAT

JHARKHAND

UTTRAKHAND

JAMMU & KASHMIR

ODISHA

CHHATTISGARH

Other States

Internet

58.85%

Word of

Mouth16.21%

TV Channels

7.41%

Newspaper

4.44%

Radio

Programs0.73%

Outdoor

0.31%

Magazine

0.11%

Events

0.06%

Others

9.41%

Infosource Report for the Month of August 2014

Internet

Word of Mouth

T.V Channels

Newspaper

Radio Programs

Outdoor

Magazine

Events

Others

August 2014 Page 30

Complaint no: 527520 Sector : Automobiles

Complaint: The complainant had purchased a car from an authorized dealer of the company on 2nd march 2014 with a registration no-DL8CA H0283, His complaint is that the car has some problem related to smoke emulsion which he informed the Service Centre both times during servicing.. At the time of service he had some more problems with the car and one of them was that at some point petrol smell comes inside the cabin of the car whenever he drives it. Service centre assured him that the problem has been repaired properly. But on 21 July 2014 when he was driving he experienced the problem and suddenly saw smoke coming from the bonnet and immediately the car caught fire. He was diving with his family members and escaped from the car from the window as the door also caught fire. He complained to the company to replace it with a new car as it has manufacturing defect. Also his life was in danger due to that incident. Why is it Interesting?

This case is interesting as the incident could have take the life of consumer and his family, consumer already complained about the petrol smell problem from the date of its purchase. He had informed the company two times and also had the car serviced for the problem to be repaired. As per service centre the complaint has been addressed but still the accident occurred due to deficiency and carelessness on part of the service centre. This defect seems a manufacturing defect which had put the consumer’s life in danger which is gross negligence from the service centre and the manufacturer part. The car manufacturer should have adhered to the prescribed safety standards before handing over it to the consumer. NCH Advice The consumer was advised to file case in consumer forum as he had already written to the company before calling NCH.

Interesting Complaint @ NCH

August 2014 Page 31

Words of Appreciation

August 2014 Page 32

1. Products

Frequent Occurring Problems (FOPs) Calls %age

Service Center /Dealer not entertaining 1285 44.39

Same Problem Persist After Repairs 348 12.02

Unsatisfactory Redressal 324 11.19

Delay in /Not providing Services 208 7.18

Not repaired under Warranty 83 2.87

Defective Product -No Replacement/Repair 168 5.80


After Sales Service is not provided 55 1.90

Selling Duplicate / Spurious Product 48 1.66

Charging for Repair Under Warranty 44 1.52

Misbehavior by Dealers 17 0.59

Unfair Trade Practices 16 0.55

Promised/Offered Gift Not Provided 14 0.48

Paid Amount Not Refunded 12 0.41

Non delivery of Product 9 0.31

Paid amount not refunded 3 0.10

Overcharging 3 0.10

General Enquires and Other Complaints 202 6.98

Total 2895 100.00

FOP wise Complaints for top 10 Sectors

August 2014 Page 33

2. Telecom


Unfair Deductions 195 11.09

Inflated Bills / Overcharging 186 10.57

Slow Speed / Internet Working 114 6.48

Connection not working / Service Barred 103 5.86

Unsatisfactory/ Irregular service 97 5.51


Network Problem 79 4.49

Wrong Promises 73 4.15

Activation of Unsubscribed Services 70 3.98

Disconnection Without Intimation 64 3.64

Delay in activation 63 3.58

Requested Service Not Provided 62 3.52

MNP related issues 61 3.47

Required top up value not provided 61 3.47

Deduction Without Any VAS 57 3.24

Delay in resolving complaint 42 2.39

Non Refund / Partial Refund of Security 25 1.42

Activation of Unsubscribed Plan 20 1.14

Delay in Providing Connection 19 1.08

Disconnecting Service Despite Payment 18 1.02

Not Disconnecting Connection 17 0.97

Charging for Migration / Change of Plan 16 0.91

Disconnection for re-submission of docs 16 0.91

Promotional Call / SMS 14 0.80

Delay in Migration/ Change of Plan 20 1.14

Fraudulent Issues 11 0.63

Customer Care Blocked/Barred 8 0.45

Delay in Activation of Subscribed Service 8 0.45 To be continued

August 2014 Page 34


Receipt of Bills Despite Payments 8 0.45

Threatening Calls 7 0.40

Tariff Plan Withdrawal within Validity 6 0.34

Defective Handset / Instrument 4 0.23

Connection activated on someone else name 3 0.17

Misbehavior 3 0.17

Non Receipt of Bills 3 0.17


Total 1759 100.00

3. E-Commerce Frequent Occurring Problems (FOPs)

Calls %age

Delivery of Defective Product 180 19.03

Non-Delivery of Product 138 14.59

Not refunding the amount paid under money back policy 128 13.53

Delivery of Wrong Product 107 11.31

Deficiency in Services 74 7.82

Not getting product back after repair/replacement 39 4.12



Late/ Delay Delivery of Product 17 1.80

Promised/ Offered gift not given 15 1.59

Product or Accessories is Missing 11 1.16

Overcharged amount not refunded 7 0.74


Total 946 100.00

August 2014 Page 35

4. BANKING


Money not dispensed but debited 117 22.63

Delay / Denial of Services 66 12.77

Unsatisfactory Bank Redressal 43 8.32

Discrepancy in amount dispensed by ATM 33 6.38

Fraudulent transaction 22 4.26

Wrong Service Charges/ excess charges 20 3.87

non compliance of customers instructions 13 2.51

Not giving NOC / Other Docs 12 2.32

Misbehavior by bank staff/DSA/Rec. agent 10 1.93

Delay in clearance of Cheque / Draft 9 1.74

Insurance policy given without consent 8 1.55

Delay in sanction / Disbursement 6 1.16

Delay in FD encashment 6 1.16

incorrect charging of interest 6 1.16

promises not fulfilled 6 1.16

A/C freeze due to nonpayment of CC/Loan 5 0.97

charges for not maintaining monthly balance 5 0.97

Showing dues even after settlement/ payment 5 0.97

Dishonor of cheque 4 0.77

Excess billing 4 0.77

Non - receipt of billing statement 3 0.58

non-refund of processing fees 3 0.58


Total 517 100.00

August 2014 Page 36

5. Education Frequent Occurring Problems (FOPs) Calls %age

Non/ Partial refund of fees 120 36.59

Deficiency in service 44 13.41

Not issuing Certificate/Diploma/Degree 40 12.20

Academic /Quality/Management Issue 31 9.45

Delay in completion of course 16 4.88


Non-Recognition of University/College/ Inst. 11 3.35

Not returning original document 8 2.44

Not providing basic/promised service 6 1.83



Total 328 100.00

6. Automobiles


Customer requirement not entertained by dealer/SC 67 21.27

Same problem persisting after repairs 51 16.19

Delay in providing vehicle documents 43 13.65

Vehicle sold has manufacturing defects 37 11.75

Mileage not given as per commitment 17 5.40

Charging during free service period 16 5.08

Delay / Denial in providing Services 9 2.86

Delay in delivery of new vehicle 9 2.86

Misbehavior by Dealer 7 2.22

Exact amount not mentioned on bill 6 1.90

Dealer is not responding 4 1.27

Non/partial refund of booking cancellation Amount 3 0.95


Total 315 100.00

August 2014 Page 37

7. Insurance


unsatisfactory redressal 54 19.64

Rejection of Claim 41 14.91

Wrong Promises by Agent / DSA 32 11.64

Delay in claim 31 11.27

Non receipt/partial of the claim 23 8.36

Requested service not provided 14 5.09

Less amount approved 12 4.36

Delay in policy document delivery 7 2.55

Non cancellation of the policy 5 1.82

Fraudulent Issue 4 1.45

Less sum Assured than promised 4 1.45


Total 275 100.00

8. Postal


Postal items not delivered/late delivered 173 67.84


Not getting maturity amount/endowment of Postal Insurance 12 4.71

Parcel Received in bad /pilferaged condition 5 1.96

RD, NSC, KVP matured but amount not received 4 1.57

Delay in /non clearance of Cheque 1 0.39

Interest not credited 1 0.39

General Enquiry 29 11.37

Total 255 100.00

August 2014 Page 38

9. LPG/ PNG


Delay in delivery 92 37.70

Delay in getting new / Double connection 24 9.84

Compelled to buy Gas stove and other items 23 9.43

overcharging 16 6.56

Underweight 16 6.56

Delay in /not transferring the connection 8 3.28

Connection blocked 7 2.87

Dealer is not attending customer’s call 7 2.87

Refusing / Asking more money for Home Delivery 7 2.87


Leakages / Regulator faulty issues 3 1.23

Black Marketing 2 0.82

Not getting subsidized cylinders 2 0.82


Total 244 100.00

10. Electricity


Inflated bills 65 30.95


Not providing Meter /connection even after payment 26 12.38

load shedding and unscheduled power cut 20 9.52

Meter is running fast / Defective 11 5.24

Delay in / Denial of Services 6 2.86

Deficiency in Services 4 1.90

disconnection 4 1.90

Officers demanding bribe 4 1.90

Pending bills of old meter 2 0.95


Total 210 100.00

August 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 Augusty 2014, 84 persons visited the facilitation cum

information counter of the Ministry of Consumer Affairs. We received

68 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 84 Number of Calls Received for enquires/Complaints 68

---------------------------------------------------------------------------------------------- Total Number of Visitors & Calls received at the desk 150 ----------------------------------------------------------------------------------------------

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

Documents

Report-August 2014