Report-September 2014 National Consumer Helpline

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

Report-September 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/

September 2014 Page 2

NCH Report – September 2014

The month of September saw National Consumer helpline handle 13,236 calls, which

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

has registered 1, 72,544 hits. The website has an incremental hits of around 16% compare

to last month. This is a huge rate jump – the highest in the last few months.

NCH has handled the highest number of monthly calls in the current financial year 2013-14

A new initiative in the last two months has been taking feedback on counseling services

from complainants who have called NCH (Detailed report - page no.11). The other report

stated in the month of Aug 2014, was the dipstick feedback received after companies have

resolved the complaints forwarded to them. E-commerce has entrenched itself as the sector

with the third highest complaints. Telecom being second and consumer durables being the

first we have seen in the last couple of months.

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


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) Feedback on NCH Counseling NNNEEEWWW

11

8) Convergence Report 12

9) Response directly from Complainants & Companies 14

10) Dipstick Feedback of responses received from

Convergence Companies 16

11) Events 18

12) Administration 19

13) NCH Website 20

14) Outbound Calls 21

15) Socio Economic Classification 22

16) Consumer Detriment 24

17) Info source Report 29

18) Interesting complaint 31

19) Word of Appreciation 32

20) FOP wise Complaints for top 10 Sectors 33

21) Facilitation Desk Report 40

Contents


A snapshot of the month of September 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 September 2014 were

13236, Out of this 10631 calls were handled at Toll free number, 1014 outbound calls were

made to sms received, and 2605 complaints were reported on NCH Website - Online

Complaint Management System. These calls are included in the total of 13236 calls handled

in September 2014

The maximum number of calls was from Delhi – 2819 calls, forming 21.30% of total calls.

Percentage of calls from Delhi has decreased from 24.58% in September 2013 to 21.30% in

September 2014. The rest of the top five states are Uttar Pradesh, Maharashtra, Rajasthan

and Haryana registering between 17% to 7% of total calls. Madhya Pradesh has come in the

top ten ranking in number of calls made to NCH.

The ‘Product’ sector contributed 24.21% of the calls i.e. 3205. Telecom continues to be at the

second position at 15.03%. The rest of the top five sectors are ‘E-commerce’, ‘Banking’ and

Education, registering between 9% 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 September 2014 are 2141. Out of this, 1991

complaints including pending complaints were responded to, by various companies under

convergence. 150 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, 72,544 during

the month –an incremental hits of over 32226 as compare to the same month last year.

Consumer detriment in the month of September 2014 has been computed at Rs.35, 82,

84.770 for 5030 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, Automobiles, Legal, defective products and Electricity.

.

.



NCH has handled 13,236 calls / Complaints at the Call centre and NCH website during the month. The State wise distribution of 13,236 cases handled during the month is as under: -

GEOGRAPHICAL DISTRIBUTION

S.No. State Count %Age

1 DELHI 2819 21.30

2 UTTAR PRADESH 2247 16.98

3 MAHARASHTRA 1279 9.66

4 RAJASTHAN 1017 7.68

5 HARYANA 930 7.03

6 WEST BENGAL 733 5.54

7 MADHYA PRADESH 626 4.73

8 BIHAR 611 4.62

9 GUJARAT 553 4.18

10 KARNATAKA 458 3.46

11 PUNJAB 400 3.02

12 TAMILNADU 202 1.53

13 JHARKHAND 190 1.44

14 CHHATTISGARH 190 1.44

15 ANDHRA PRADESH 185 1.40

16 UTTRAKHAND 168 1.27

17 ODISHA 156 1.18

18 ASSAM 112 0.85

19 KERALA 84 0.63

20 HIMACHAL PRADESH 77 0.58

21 JAMMU & KASHMIR 58 0.44

22 TELANGANA 50 0.38

23 CHANDIGARH 41 0.31

24 GOA 11 0.08

25 TRIPURA 11 0.08

26 PUDUCHERRY 9 0.07

27 DADRA & NAGAR HAVELI 5 0.04

28 MEGHALAYA 3 0.02

29 ARUNACHAL PRADESH 2 0.02

30 SIKKIM 2 0.02

31 MIZORAM 1 0.01

32 Not Identified/ Abroad 6 0.05

Grand Total 13236 100.00

Geographical Distribution of Calls for September 2014

****


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

complaints received at NCH Website in September 2014 i.e. 13,236.


Sector wise Calls

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

1 Products 3205 24.21 25 Packers & Movers 43 0.32

2 Telecom 1990 15.03 26 Employees Provident Fund 41 0.31

3 E- Commerce 1204 9.10 27 VAT 37 0.28

4 Banking 692 5.23 28 Medical Others 26 0.20

5 Education 355 2.68 29 Drugs & Cosmetics 21 0.16

6 LPG/PNG 338 2.55 30 Publication 18 0.14

7 Automobiles 328 2.48 31 UIDAI Authority 17 0.13

8 Insurance 327 2.47 32 Mediation Centre 16 0.12

9 DTH / Cable 297 2.24 33 Share & Brokerag 14 0.11

10 Real Estate 254 1.92 34 Water 12 0.09

11 Electricity 225 1.70 35 BIS Standards 11 0.08

12 NBFC`s 218 1.65 36 Bar Council 10 0.08

13 Postal 214 1.62 37 Public transport 11 0.08

14 Weights & Measures 191 1.44 38 Pan Card 8 0.06

15 Placement Services 187 1.41 39 Petroleum 8 0.06

16 Legal 182 1.38 40 Misleading ads 5 0.04

17 Travel & Tours 147 1.11 41 PASSPORT 5 0.04

18 Courier & Cargo 138 1.04 42 Mutual Funds 4 0.03

19 Public Distribution System 137 1.04 43 Service Tax 4 0.03

20 Medical Negligence 118 0.89 44 M Commerce 3 0.02

21 Airlines 93 0.70 45 Pharmacy Council of India 1 0.01

22 Food 90 0.68 46 others-Service 338 2.55

23 RTI 61 0.46 47 Enquiries & complaints

outside the CPA ambit

1148 8.67

24 Railways 62 0.47 48 Complaints against Fraud 382 2.89

Sector wise for the month of Sept 2014

Products

24.21%

Telecom

15.03%

E- Commerce

9.10%

Banking

5.23%

Education

2.68%

LPG/PNG

2.55%

Automobiles

2.48%

Insurance

2.47%

DTH / Cable

2.24% Real Estate

1.92%

electricity

1.70%

NBFC`s

1.65%

Postal

1.62%

Weights & Measures

1.44%

Placement Services

1.41%

Legal

8%

Other Sectors

22.88%

Sectoral Distribution of Calls for Sept 2014Products

Telecom

E- Commerce

Banking

Education

LPG/PNG

Automobiles

Insurance

DTH / Cable

Real Estate

Electricity

NBFC`s

Postal

Weights & Measures

Placement Services

Legal

Other Sectors


12

29

5

61

45

49

43

54

49

47

25

47

32

10

06

5

93

68

10

78

6

10

64

1

12

31

4

91

7

45

9

44

4 39

8

32

0

33

4

89

9

86

1

86

7

85

6

92

2

0

2000

4000

6000

8000

10000

12000

14000

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

Sept 2014

Ca

lls

Months

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

Male Female

\

GENDER WISE DISTRIBUTION

MALE

93.03%

FEMALE

6.97%

Genderwise Distribution of Calls for September 2014

MALE FEMALE


* Uttar Pradesh, Rajasthan, Madhya Pradesh, Bihar and Gujarat have shown an increased share of calls in

September 2014 in comparison to the last year, same month i.e. September 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 2622 24.58 2819 21.30

2 UTTAR PRADESH 1782 16.71 2247 16.98

3 MAHARASHTRA 1179 11.05 1279 9.66

4 RAJASTHAN 741 6.95 1017 7.68

5 HARYANA 866 8.12 930 7.03

6 WEST BENGAL 466 4.37 733 5.54

7 MADHYA PRADESH 380 3.56 626 4.73

8 BIHAR 481 4.51 611 4.62

9 GUJARAT 429 4.02 553 4.18

10 KARNATAKA 238 2.23 458 3.46

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

Sept 2013 Sept 2014

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

in %Age

1 TRIPURA 7 0.07 11 0.08

2 PUDUCHERRY 0 0.00 9 0.07

3 DADRA & NAGAR HAVELI 7 0.07 5 0.04

4 MEGHALAYA 2 0.02 3 0.02 No Change

5 ARUNACHAL PRADESH 3 0.03 2 0.02

6 SIKKIM 2 0.02 2 0.02 No Change

7 MIZORAM 0 0.00 1 0.01

Sept 2013 Sept 2014

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

in Sept 2014 (as compared to Sept 2013)

COMPARATIVE STUDY


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.

TRAINING PROGRAMME

Sector No of Days Topics Covered

Banking 9 Jan dhan Yojana, Settlement process of bank

accounts, Introduction and process of Mobile

Banking, Kisan Credit Card, Rate of Interest of

Loans

Airlines 3 DGCA Guidelines with regard to ticket

cancellation, Baggage, Sugam Dept of DGCA to

redress complaints

Quality Check and data

capturing

3 Call audit observation and importantance of

correct data capturing

Electricity 2 Types of Complaints within the ambit of CPA

Railways 2 Railways refund rules and its impact with special

impact on Tatkal bookings

Legal Metrology 2 Concepts, Introduction Question & Answer -

External Expert - Mr. B.N. Dixit, Director, Legal

Metrology took a special session

Legal 1 Discussion on Important Judgement

Insurance 1 Claim Settlement Process in Insurance

Consumer Detriment 1 Clarification in estimation of consumer detriment

by counsellors

Placement Agency 1 Complaints of Placement Agency and its inclusion

under CPA

E-commerce 1 Inclusion of e-commerce services and its

jurisdication under CPA.

Total 26


NCH initiated a feedback process to gauge the counseling services provided. Feedback helps in developing

inputs for our training and functioning as it gives complainants perception. All complainants who have registered their email id receives a feedback questionnaire asking them to evaluate their experience of our service

Questionnaires mailed in Sept

Response received

Response % age

4955 166 3.35

General Suggestions:- A large number of complaints/callers mentioned about the waiting time being too long. Availability of

more lines would help as the helpline number is always busy. The other general feedback is received that some vendors charge more than printed rates on the sale of

their items (especially packaged food items). This practice is common on railway stations, bus stands and at so many places. They not only refuse to provide the receipt of the amount but also try to humiliate those who object it. NCH should put in place such mechanism that this common problem of consumers can be addressed

Highlights of Specific Comments – ‗Reproduced as received‘

Docket number Feedback Received

538475 very very nice my first experience with Jago Grahak Jago

535887 NCH should try to contact the culprit company on their level and pressurize the company to solve the issue as soon as possible. Because when the customer

contacts the company, the take them lightly. In short the NCH should become more authoritative in India like BBB is in the US for consumer protection

537014: A follow up call should be done on whether the person has taken advised step or whether he is still stuck somewhere.. While writing mails on taking feedback please do mention the suggestions provided by telesales along with the reference no. keep up the good work

538607 At least there should be a letter sent to the concerned party from the ministry. This will give a shock to the party and the case may be resolved soon. In the present case, a general citizen has to appoint a Lawyer to carry out the needful. General public will be highly benefited if letter from Govt. is sent directly

528769 NCH should also help to get compensation against side effect of fake items.

Most of the time I found NCH Helpline busy. Please provide a platform to mail

details or documents or series of events took place (through mail) to NCH for study

Feedback on Counseling Services of NCH

Particulars Was the NCH

counsellor helpful

and courteous?

The counselor listened

to me effectively &

understood my concern

The advise given

to me was

appropriate

I will /have take

action on the

advise given

I will/have

recommended NCH to a

friend or acquaintance

who needs help

How would you rate

your satisfaction with

the level of service

received

No of Response as Yes 137 132 127 134 132

No of Response as No 3 7 12 6 8

Not Specified 26 27 27 26 26

2.47*


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 September 2013 2229

2 October 2013 1833

3 November 2013 1335

4 December 2013 1118

5 January 2014 1093

6 February 2014 1295

7 March 2014 902

8 * May 2014 1946

9 June 2014 1906

10 July 2014 2294

11 August 2014 1886

12 September 2014 2434

* 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 Sept 2014,

NCH has received 953 online complaints of companies

under convergence, 71 companies out of 203 companies

are active in the online system The total offline and online

complaints for convergence companies received was 2434

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

received in the NCH online system was 2605.. Efforts are

being made to contact complainants of non convergence

companies through outbound calls on a limited basis.

Convergence @ NCH Convergence @ NCH

* *

CONVERGENCE @ NCH


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


2141 complaints were responded in the month

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

complaint data to companies. In September 2014, 1991 of 2141 responses were given by Convergence

Companies while 150 consumers called back to inform about their resolution/ responses to NCH directly.

832

601

422

371

487

127

211

650

928

924

1163

577

626

505

625

620

509

1135

741

533

497

828

266

67

62

113

70

99

145

167

156

145

150

0 500 1000 1500 2000 2500

Oct 2013

Nov 2013

Dec 2013

Jan 2014

Feb 2014

Mar 2014

May 2014

June 2014

July 2014

Aug 2014

Sept 2014

Feedback

Mo

nth

s

Feedback for the period Oct 2013 to Sept 2014

Offline Responses from Convergence Companies Online Responses from Convergence Companies

Feedback received from consumer for non converence companies

RESPONSE FROM CONVERGENCE & DIRECT RESPONSE


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

Responses under Convergence

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


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 72%. Responses to

complaints received at NCH in the months of August and September 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.

Dipstick Feedback on Response Received from Convergence Companies

Sector

No. of

Responses

Received

Complainant

ContactedResolved

Not

resolved

% of

resolved

DTH/ Cable 19 8 7 1 87.50

Product 117 47 38 9 80.85

Telecom 155 63 48 15 76.19

E-commerce 61 23 16 7 69.57

Banking 49 21 14 7 66.67

Insurance 20 8 4 4 50.00


S.No. Name of the Company No. of Resolutions

1 BSNL 12

2 Indian Oil Corporation Ltd (IOCL) 11

3 Business Unit Bharat Petroleum Corporation Limited, ( BPCL) 9

4 STATE BANK OF INDIA 5

5 Hindustan Petroleum Corporation Ltd (HPCL) 4

6 Employees Provident Fund- H.O 2

7 Hero MotoCorp Ltd 2

8 Piaggio Greaves Vehicles Ltd Head Office 1

9 Times of India 1

10 Product 25

11 Education 9

12 Service-others 8

13 E-Commerce 7

14 Electricity 7

15 Real Estate 6

16 Banking 5

17 Travel & Tours 4

18 Weights & Measures 4

19 Food 3

20 Postal 3

21 Public Distribution System 3

22 Airlines 2

23 DTH / Cable 2

24 Insurance 2

25 NBFC`s 2

26 Railways 2

27 Share & Brokerag 2

28 Telecom 2

29 Medical Negligence 1

30 PASSPORT 1

31 Pharmacy Council of India 1

32 Service Tax 1

33 Water 1

Grand Total 150

Other responses received , relate to:-

Feedback – Non Convergence Companies


Date Program Details

6/9/2014 Consumer Awareness

on Radio Dwarka

Ms. Seema Sharma and Ms. Mansi Taneja visited Radio Dwarka to record programs of 15 minutes duration were taken up to discuss issues and advising the audience about the in-depth consumer grievance redressal mechanism in the following sectors – Food safety, Hallmarking and other quality Standards, LPG/ PNG and

Legal Metrology

19/9/2014 Elets Financial

Inclusion & Payment System Summit

Ms. Deepika Sur and Mr. Sanjeev Talwar attended Financial Inclusion & Payment System Summit at New Delhi. Primarily to know more on the Jan Dhan Yojana which was recently launched

24/9/2013 Training Program Ms. Deepika Sur, Dr. Prem Lata, Mr. Prabhat Kumar & Mr. Sanjeev Talwar attended the half day workshop on „Case Study Method' at IIPA

30/9/2014 10th Banking Summit cum Social Banking

Mr. Prabhat Kumar, Sector Expert attended the 10th Banking Summit cum Social Banking organized by ASSOCHAM

Seema Sharma and Mansi Taneja along with Mr. Vishal Gupta,of Radio Dwarka

EVENTS


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 , one Junior Counsellor and three trainee counselors.

Administration

Sr. no. Staff In Numbers

1 Manager 1

2 Senior Counsellor 3

3 Junior Counsellor Supervisor 1

4 Accountant 1

5 Junior Counsellor 9

6 Market Research Associate 1

7 Messenger 1

8 Trainee Counsellor 3

9 Sector Expert 2

22

Staff Details

Total


www.nationalconsumerhelpline.in

NCH website is designed to provide consumer related information &

guidance online, and complaint handling system for faster

dissemination of consumer complaints directly by service 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 September 2014

1) Total Page Hit Count –1, 72, 5441

2) Unique User Hits – 23, 5222

Google Analytical Statistics for NCH Website in September 2014:

1) Total Page Hit Count – 109, 2961

2) Unique User Hit – 19, 5842

Traffic Sources Overview on NCH Website in September 2014

Search Engines – 68.09% 3

Direct Traffic – 22.36% 4

Referring Sites – 9.54.% 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: 38756

Total Complaints Received: 29677

Unique Complaints - 2605

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

2 Unique User Hits- Each visitor who visited NCH’s website during September 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 September 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 its 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 September 2014 - Due to security restrictions, Google is set to allow / crawl through only the basic pages of NCH website.

8



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 made for making outbound calls.

.

*

Particulars Counts

No. of SMS Received 616

Unique Count of SMS uploaded 523

Website non convergence complaints received 1150

Website non convergance complaints uploaded 934

Calls received on Toll Number 3

Successful Contact on Toll Number 3

Total Lead uploaded in the month 1460

Spoken to 1014

Not contacted 446

Docket made 1014


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


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 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 callers, who give their details voluntarily, are

recorded. The details are used to obtain the SEC class to

which each caller belongs.

Analysis: -

The SEC classification was done for 1321 callers in the month

of September 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 76% of all 1321 callers. Rests of the callers (23%)

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.

c No of Callers Average Monthly

Household Income

(in Rs.)*

A1 272 16849

A2 287 9122

A3 227 6663

B1 124 5747

B2 101 4798

C1 95 3986

C2 54 3413

D1 76 2987

D2 47 2391

E1 26 1955

E2 12 1607

E3 0

Total 1321

* Based on income levels in 2008.

* Sample size – 1321 respondents.

272287

227

124101 95

5476

4726

12

0

50

100

150

200

250

300

350

A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2

No. of

Callers

Socio Economic CLassification

SEC CLassification of Callers for September 2014


(In December 2005 Europe Economics was commissioned by

DG SANCO to analyse the issue of consumer detriment.

Their final report was published as a titled, “An analysis of

the issue of consumer detriment and the most

appropriate methodologies to estimate it”. The definition of

Consumer Detriment used by NCH has been derived from

this paper. )

Definitions of the European Commission: ―Consumer

Detriment‖

The DG SANCO report suggests two definitions of

consumer detriment:

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

on negative outcomes for consumers, relative to

some benchmark such as expectations or reasonable

expectations...personal detriment to reflect the fact

that it relates to the personal experience of those

consumers for whom something goes wrong, rather

than to consumers in aggregate. The label also

captures the idea that some aspects of this type of

detriment (e.g. the extent of any negative

psychological impact) will depend on the psychology

of the person concerned.

(b) An economics-based concept of consumer

detriment, which focuses on the loss consumer

welfare due to market failure or regulatory failure…

structural detriment, to reflect the fact that it

arises from a structural problem arising from a

market failure or a regulation…this type of detriment

arises from a structural feature which potentially

applies across an entire market or sector is that its

impact is likely to be felt by the generality of

consumers purchasing the relevant goods or

services.”

Which type of consumer detriment should be

analyzed?

Personal detriment is particularly relevant when

assessing consumer protection rules, since these seek

to provide individual consumers with protection

against negative outcomes. For instance, NCH

councellors should consider impacts on personal

detriment when assessing policies which deal with

matters such as the following:

(a) Scams and fraud;

(b) Misleading advertising;

(c) Unfair marketing practices;

(d) Unfair contract terms;

(e) Sales of unsafe products;

(f) Sellers providing inadequate redress in response

to complaints.

Structural detriment is relevant to all policies which

have an impact on consumers, given that it relates to

the overall impact on consumers in aggregate. This

includes consumer protection rules, and hence for

some policies NCH councellors may need to assess

impacts on both personal and structural detriment.

Analysing personal consumer detriment:

Personal detriment can comprise both financial and

non-financial detriment (see table below),

therefore both - quantitative and qualitative

assessment is possible. At NCH, we aim at translating

the quantifiable impacts in monetary terms. In some

cases when consumers suffer problems, they will

obtain redress from their supplier (e.g. a replacement

product, refund or compensation). This may partly or

wholly offset the detriment that they have suffered.

The redress has to be considered during the

assessment of personal detriment. This enables

identification both of the problems which consumers

suffered in the first place, and the extent to which

they were able to obtain redress under the existing

legal framework.

CONSUMER DETRIMENT- A Study


Consumer Detriment at National Consumer

Helpline: -

As National Consumer Helpline deals with Consumer

Complaints on a daily basis, Consumer Detriment is a

closely related concept to our organization. The

consumers who approach us are mostly aggrieved

consumers who have experienced detriment and

therefore, using the data derived from the callers, we

can estimate the detriment experienced by them.

Consumer Detriment Value – September 2014

For the month of September 2014, on the basis of

average detriment value calculated for each sector,

consumer detriment was calculated for 5030 dockets

as Rs. 35,82, 84, 771.

The following table summarizes the results

Following are the broad parameters, for the study: -

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

following section have been considered-

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

received in respective sectors.

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

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

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

S.No Sector Details Amount of detriment

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

If consumer face problem after 2 months and upto 6

months of its purchase

75% of the value

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

12 months of its purchase

50% of the value

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

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

services

Money not dispensed by ATM/ Discrepancy in Amount Debited amount

Non clearance of cheque within 7 working days cheque amount

1 Product

2 Banking

Sr. No Sector /Category No of DocketsTotal Detriment

Value (Rs.)

Average Detriment

Value (Rs.)

No. of Complaints

received

Extrapolated Detriment Value

(Rs.) ( Average Detriment X no

of complaints received

1 REAL ESTATE 18 37628640 2090480 113 236224240

2 Automobiles 20 3582950 179148 155 27767863

3 LEGAL 2 353500 176750 85 15023750

4 PRODUCTS 1029 9960145 9679 1429 13831921

5 Electricity 9 790976 87886 121 10634233

6 Medical Negligence 5 786400 157280 56 8807680

7 Health Insurance 1 225000 225000 34 7650000

8 Education 36 1292360 35899 182 6533598

9 others-Service 14 477034 34074 186 6337737

10 Motor Vehicle Insurance 3 710250 236750 21 4971750

11 Life Insurance 1 50000 50000 72 3600000

12 Travel & Tours 18 1244113 69117 51 3524987

13 General Insurance 2 163000 81500 40 3260000

14 Banking 51 458833 8997 335 3013903

15 E-Commerce 233 1147582 4925 504 2482323

16 Postal 29 387822 13373 157 2099588

17 Placement Agency 42 539646 12849 81 1040746

18 Airlines 5 74525 14905 29 432245

19 Telecom 220 89023 405 748 302679

20 Packers & Movers 6 86870 14478 18 260610

21 LPG/PNG 32 33203 1038 198 205444

22 DTH / Cable 4 6380 1595 115 183425

23 Railways 6 11407 1901 29 55136

24 Courier /Cargo 21 10150 483 54 26100

25 Weights & Measures 98 6748 69 140 9639

26 Food 17 998 59 59 3464

28 Drugs & Cosmetics 1 95 95 18 1710

Total 1923 60117650 31262 5030 358284771


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

wrong/ defective delivery of the product and returned by the

consumer within 7 days/ or collected by company through

courier

100% of amount paid

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

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

4 MRP paid more amount than MRP incremental amount paid

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

Second opinion from a doctor having expertise in the same

field indicates a case of negligence

total expenditure on treatment

Wrong report given by Lab and consumer has got the

second test done

The cost of the test ( whichever is

higher first one or second one) will

be considered

Administration issues of hospital - Charged for the services

but services not provided e.g. ordinary room provided

instead of AC room/deluxe room etc.

Differential amount as detriment in

case of Admin issues

In pre launch bookings, project scrapped and booking

amount not refunded

200% ( double) of the booking

amount

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

the promised date or non refund of the booking amount

100% total amount paid (including

Booking + all other installments )

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

taken as detriment

100% cash memo / bill value

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

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

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

Sale of fake cosmetics 100% of amount paid

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

charges paid

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

cylinder

New connection applied for and amount paid one month

back but did not get the connection.

100% of the paid amount

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

charges paid

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

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

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

Non receipt of maturity amount of National Saving

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

(Monthly Income Scheme)

100% of the maturity amount

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

payable

LPG

Postal

6 Medical

Negligence

7 Real Estate

10 Cosmetics

3 E- Commerce


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

parcel

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

days,

100% of ticket amount

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

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

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

services and actually provided

VAS and unfair deductions 100% of the loss

Incase of Non Refund / Partial Refund of Security differential amount

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

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

payment made

Inflated Bills / Overcharging 100% of the overcharged amount

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

as consumer detriment

100% of the lapsed amount

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

incurred by company for medical tests done

& misc. expenses if any)

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

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

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

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

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

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

persists

100% of the service charges paid

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

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

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

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

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

door delivery

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

month but tuition fee not refunded

100% of the tuition fees paid

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

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

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

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

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

delivery

100% of the additional amount charged for

door delivery

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

Connection recharged but services not activated !00% paid amount

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

No show cases will not be considered For information

Cargo & Courier

Telecom

Tour & Travels

Insurance

Automobiles

Packers & Movers

DTH/ Cable

15


\\

* 2605 complaints received on NCH Website in September 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 48 1 Doordarshan 688

2 NEWSPAPER - Navbharat Times 28 2 Lok Sabha Channel 16

3 NEWSPAPER - Dainik Bhaskar 26 3 NDTV 4

4 NEWSPAPER - Hindustan 25 4 Star Plus 4

5 NEWSPAPER - Amar Ujala 23 5 Zee News 3

6 NEWSPAPER - Times of India 21 6 Zee Channel 3

7 NEWSPAPER - Hindustan Times 17 7 Aaj Tak 3

8 NEWSPAPER - Rajasthan Patrika 15 8 T.V Channel - Couldn‟t Specify 471

9 NEWSPAPER - Gujarat Samachar 3 Total 1192

10 NEWSPAPER - Lokmat 3 Radio Program CALLS- IN

NOS.

11 NEWSPAPER - Telegraph 3 1 FM Gold 33

12 NEWSPAPER - Decan Cronicle 2 2 FM Rainbow 5

13 NEWSPAPER - Maharashtra Times 2 3 Radio City 91.1 4

14 NEWSPAPER - Nayi Duniya 2 4 Jamia Radio 2

15 NEWSPAPER - Punjab Kesari 2 5 Radio Mirchi 98.3 1

16 NEWSPAPER - Hindu 2 6 Gyanvani (IGNOU) 1

17 NEWSPAPER - Divya Bhaskar 1 7 Radio Program - Couldn‟t Specify 84

18 NEWSPAPER - Prabhat Khabar 1 Total 130

19 NEWSPAPER - Couldn‟t Specify 167 WORD OF MOUTH CALLS- IN

NOS.Total 391 1 NCH User

1360

INTERNET CALLS- IN

NOS.

2 Friends & Relatives819

1 Google 4202 3 Walk In 8

2 NCH Website 3071 4 Word of Mouth - Couldn‟t Specify 29

3 Tamilnadu (VAT) Website 11 Total 2216

4 INTERNET - Facebook 3 OTHERS CALLS- IN

NOS.5 Ministry's Website 1 1 Just dial

515

6 INTERNET - Couldn‟t Specify 66 2 School Text Books43

Total 7354 3 Consumer Forum 25

OUTDOOR CALLS- IN

NOS.

4 Post Office Pass Book21

1 Hoardings 17 5 Railway Ticket 11

2 Metro Hoardings 7 6 Kissan Call Centre 7

3 Bus Hoardings 6 7 State Helpline 4

4 Post Card 1 8 Minsitry Facilation Counter 5

OUT DOOR - Couldn‟t Specify 11 9 Jago Re Helpline 2

Total 42 10 Ration Card 8

EVENTS CALLS- IN

NOS.

11 LPG Gas Receipt7

1 EVENTS - Krishi - Expo 4 12 Upbhokta Munch Masooda 2

2 EVENTS - Property Expo 1 13 Police 100 Number 19

3 EVENTS - Trade Fair 2 14 Mobile Sim 3

EVENTS - Couldn‟t Specify 1 15 OTHERS - Couldn‟t Specify 542

Total 8 Total 1214

MAGAZINE CALLS- IN

NOS.

1 Yojana Magazine 2

2 Times Magazine 1

3 Yellow Pages 1

4 Magazine - Couldn‟t Specify 11

Total 15

Total 13236

Infosource Report for the Month of September 2014


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 4202 31.75

2 NCH Website 3071 23.20

2 NCH References-Friends & Relatives 2179 16.46

3 Doordarshan 1313 9.92

4 Tv Channel Could not Specify 525 3.97

5 Just Dial 515 3.89

Total 11805 89.19

Top 5 Infosource of the NCH Toll Free Number

S.No. Infosource Calls %Age

1 Internet 7354 55.56

2 Word of Mouth 2216 16.74

3 T.V Channels 1878 14.19

4 Newspaper 391 2.95

5 Radio Programs 118 0.89

6 Outdoor 42 0.32

7 Magazine 15 0.11

9 Events 8 0.06

10 Others 1214 9.17

Total 13236 100.00

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

July 2014 Page 30

UTTAR PRADESH

22.24%

RAJASTHAN

13.79%

MADHYA PRADESH

10.51%

DELHI

10.43%

MAHARASHTRA

9.44%

BIHAR7.24%

HARYANA

5.10%

PUNJAB

4.11%

WEST BENGAL

2.89%

CHHATTISGARH

2.36%

JHARKHAND

2.21%

ODISHA

2.06%

HIMACHAL

PRADESH1.60%

UTTRAKHAND

1.37%

Other States

3.35%

Geographical Distribution of Calls with Doordarshan as Infosource for Sept 2014

UTTAR PRADESH

RAJASTHAN

MADHYA PRADESH

DELHI

MAHARASHTRA

BIHAR

HARYANA

PUNJAB

WEST BENGAL

GUJARAT

CHHATTISGARH

JHARKHAND

ODISHA

HIMACHAL PRADESH

UTTRAKHAND

Other States

Internet

55.56%

Word of

Mouth16.74%

TV Channels

14.91%

Newspaper

2.95%

Radio

Programs0.89%

Outdoor

0.32%

Magazine

0.11%

Events

0.06%

Others

9.17%

Infosource Report for the Month of September 2014

Internet

Word of Mouth

T.V Channels

Newspaper

Radio Programs

Outdoor

Magazine

Events

Others

July 2014 Page 31

Complaint no: 533824 Sector : Airlines

Complaint: The Complainant had booked a return flight from Aurangabad to New Delhi on SpiceJet three months earlier for travel on 11.09.2014 with PNR F6D8QM but she received a SMS from Spicejet on 09.09.2014 in evening regarding cancellation of the flight. The complainant tried calling SpiceJet Customer Care mentioned in SMS for an alternate flight. She spoke to one employee of Spice jet on phone who informed her that an alternate flight is not available for the same day, but later he told they are trying to arrange an alternate flight on 12th Sep 2014. However, the same was also not confirmed by him. As she did not receive any intimation from the airlines regarding any alternate flight, she booked another flight from Mumbai to New Delhi and paid Rs. 10,000 for the same. Her complaint is that she was not informed about any alternate flight which the airlines had arranged. She had written a mail to Spice jet on 09.09.2014 regarding the same issue; however they have replied after a long time that they had already booked an alternate flight on 12.09.2014.. As the same was not confirmed to her, she had no option but to book another flight. Why is it Interesting?

This case seems to be interesting as it shows miscommunication & deficiency in services from the airlines. They informed the consumer very casually by message that her flight has been cancelled but she was not informed that an alternate flight has been arranged for her in lieu of the cancelled flight. The complainant was not informed of this & when she asked for the refund Spicejet said that the same is not applicable as it was case of ‘no show’ on the alternate flight. Due to this, consumer faced financial loss. As per DGCA rules, Airlines are required to refund the ticket value in case consumer is not willing to travel on its alternate or subsequent flight, or on another airline’s flight. . NCH Advice

The consumer was advised to complain to the Sugam Portal of Director General of Civil Aviation (DGCA) for resolution.

Interesting Complaint @ NCH

July 2014 Page 32

Words of Appreciation

July 2014 Page 33

1. Consumer Durables

Frequent Occurring Problems (FOPs) Calls %age

Service Centre/Dealer not entertaining 693 28.08

Unsatisfactory Redressal 418 16.94

Delay in /not providing services 375 15.19

Same problem persisting after repairs 301 12.20

Defective Product- No Replacement/Repair 192 7.78

Overcharging 69 2.80

Not repaired under warranty 54 2.19

Charging during warranty period 52 2.11

After sales service not provided 48 1.94

Selling Duplicate / Spurious Product 41 1.66

Promised/Offered Gift Not Provided 27 1.09

Seeds & Pesticides -Bill not received 24 0.97

Non Delivery of Product 19 0.77

Paid Amount Not Refunded 8 0.32

Misbehavior by Dealers 6 0.24

General Enquires and Other Complaints 141 5.71

Total 2468 100.00

2. Telecom


Unfair Deductions 213 12.56

Internet not working/ Slow speed 126 7.43

Unsatisfactory / Irregular service 88 5.19


Network Problem 77 4.54

FOP wise Complaints for top 10 Sectors

July 2014 Page 34


Activation of Unsubscribed Services 76 4.48

Delay in Activation of Subscribed Service 74 4.36

MNP related issues 73 4.30

Inflated Bills / Overcharging 71 4.19

Connection not working / Services Barred 70 4.13

Wrong Promises 70 4.13


Required top up value not provided 60 3.54

Delay in Activation 53 3.13

Delay in resolving complaint 53 3.13

Fraudulent Issues 49 2.89

Deduction Without Any VAS 44 2.59

Defective Handset / Instrument 42 2.48

Disconnection Without Intimation 42 2.48

Non Refund / Partial Refund of Security 30 1.77

Activation of Unsubscribed Plan 29 1.71

Non acceptance .Charging for Change of plan 25 1.47

Not Disconnecting Connection 20 1.18

Receipt of Bills Despite Payments 18 1.06

Delay in Providing Connection 13 0.77

Disconnecting Service Despite Payment 13 0.77

Misbehavior /Threatening Calls 10 0.59

Bill Statement Not Given/Refusal 9 0.53

Customer Care Block/Barred 7 0.41

Disconnection/ Demand for re-submission of docs 7 0.41


Total 1696 100.00

July 2014 Page 35

3. E-Commerce Frequent Occurring Problems (FOPs) Calls %age

Delivery of Defective Product 208 20.49

Non-Delivery of Product 189 18.62

Deficiency in Services 112 11.03

Delivery of Wrong product 106 10.44

Paid amount not refunded after order cancellation 96 9.46


Late delivery of Product 22 2.17

Overcharged amount not refunded 21 2.07

Not getting product back after repair/replacement 19 1.87

Promised/ Offered gift not given 19 1.87

Not repaired/replaced under Warranty 19 1.87

Product or Accessories is Missing 15 1.48

Not refunding money under refund policy 7 0.69


Total 1015 100.00

4. BANKING


Delay / Denial of Services 92 16.37

Unsatisfactory redressal 90 16.01

Money not dispensed but debited 77 13.70

Fraudulent transaction 46 8.19

Wrong Service Charges/ excess charges 33 5.87

Delay in clearance of Cheque / Draft / FD 22 3.91

Discrepancy in amount dispensed by ATM 21 3.74

Misbehavior of DSAs/Recovery Agent 20 3.56

Non - compliance of customers instructions 17 3.02

Delay in sanction / Disbursement 16 2.85

July 2014 Page 36


Showing dues even after settlement/ payment 11 1.96

Incorrect ROI (Rate of Interest) 9 1.60

Not giving NOC / Other Docs 5 0.89

fake notes dispensed by ATM 5 0.89

Insurance policy given without consent 4 0.71

Bank deducted TDS inspite of 15H/15G 2 0.36

charges for not maintaining monthly balance 2 0.36

Non - receipt of billing statement 2 0.36

General Enquiry 88 15.66

Total 562 100.00

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

Non/ Partial refund of fees 94 33.69

Deficiency in service 46 16.49

Not issuing Certificate/Diploma/Degree/Marksheet 35 12.54

Academic /Quality/Management Issue 25 8.96


Not providing basic/promised service 8 2.87

Delay in completion of course 6 2.15

Non-Recognition of Univ/College/ Inst. 6 2.15

Not returning original document 6 2.15


Total 279 100.00

July 2014 Page 37

6. LPG/PNG Frequent Occurring Problems (FOPs) Calls %age

Delay in delivery 105 38.60

Compelled to buy Gas stove and other items 30 11.03

Delay in getting new / DBC connection 27 9.93

Asking /Charged money for new connection 20 7.35

Underweight 14 5.15

Delay in /not transferring the connection 10 3.68


Not getting subsidized cylinders 8 2.94

Refused Home Delivery 5 1.84

Dealer is not attending customer’s call 4 1.47

Extra charging for Home delivery 4 1.47

Leakages / Regulator faulty issues 4 1.47

Black Marketing 3 1.10

Connection blocked 3 1.10

Inflated bill of PNG 3 1.10

General Enquiries 25 9.19

Total 272 100.00

7. Automobiles


Actual customer requirement not entertained by dealer/ Service Centre 66 24.18

Same problem persisting after repairs 54 19.78

Vehicle sold has manufacturing defects 40 14.65

Delay in providing vehicle documents 35 12.82

Mileage not given as per commitment 12 4.40

Delay / Denial in providing Services 11 4.03

Exact amount not mentioned on bill 9 3.30

Charging during free service period 7 2.56

July 2014 Page 38


Dealer Misbehaving /forcing to buy extra accessories 5 1.83

Delay in delivery of new vehicle 3 1.10

Offered /Promised Gift not Provided 3 1.10


Total 273 100.00

8. Insurance


Delay / Non Receipt of Claim amount 64 21.62

Unsatisfactory redressal 62 20.95

Rejection of Claim 45 15.20

Wrong Promises by Agent / DSA 38 12.84

Less Claim amount approved 16 5.41

Requested service not provided 14 4.73

Delay in policy document delivery 7 2.36

Non cancellation of the policy 5 1.69

Fraudulent Issue 4 1.35

General Enquiries 41 13.85

Total 296 100.00

9. DTH/Cable


Service not provided 61 24.70

Connection Not Working Properly 35 14.17

Signal not clear 27 10.93

Unfair deduction 25 10.12

Delay in Providing Connection 22 8.91


Faulty set top box 17 6.88

July 2014 Page 39


Not activation of subscribed plan 13 5.26

Change of plan without consent 5 2.02

General Enquiry 21 8.50

Total 247 100.00

10. Real Estate


Delay or Construction not completed within promised time 29 13.43

Not refunding Money / Cheque bounced 28 12.96

Not giving possession even after payment 31 14.35

Not giving promised/booked plot/flat 20 9.26

Property documents/ other documents not given 14 6.48

Promised /Basic amenities not provided 13 6.02

asking for more money then agreed 12 5.56

Promised discount/ Rent /Gift not given 9 4.17

low quality building material used 8 3.70

Deficiency in Services 6 2.78

Builders unbalanced agreement 5 2.31

Cancellation of booking without information 4 1.85


Total 216 100.00

July 2014 Page 40

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

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

In the month of September 2014, 62 persons visited the facilitation cum information counter of the Department of consumer affairs. We received 68 calls at the counter and National Consumer Helpline counselor provided the desired information. We also provided the information to those people who were directed to us from the reception of Krishi Bhawan. Number of Visitor for Deptt off Consumer Affairs/ Number of visitors wanting General information 62 Number of Calls Received for enquires/Complaints 52 ---------------------------------------------------------------------------------------------- Total Number of Visitors & Calls received at the desk 114 ----------------------------------------------------------------------------------------------

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

Documents

Report-September 2014 National Consumer Helpline