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ACTIVITY REPORT FOR APRIL 2012

STATE CONSUMER HELPLINE 4TH FLOOR, EZHILAGAM,

CHENNAI – 600005 Phone: 044 044 044 044 -------- 28592828 28592828 28592828 28592828

e e e e ---- m ail m ail m ail m ail : : : : consum er@ tn.gov.in ,,,,

schtam ilnadu@ gm ail.comschtam ilnadu@ gm ail.comschtam ilnadu@ gm ail.comschtam ilnadu@ gm ail.com w ebsite : ww ebsite : ww ebsite : ww ebsite : w w w .consum er.tn .gov.inw w .consum er.tn .gov.inw w .consum er.tn .gov.inw w .consum er.tn .gov.in

TANSSCOPE, Civil Supplies & Consumer Protection

Department. Government of Tamil Nadu

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Monthly activity report of April 2012, the 30th

report of State Consumer Helpline Chennai is placed for

the judgment of our valued consumers. SCH is proud that

we are achieving the vision and goal we aimed at by

resolving the consumer’s grievances.

SCH sincerely struggles to improve the performance

during the days ahead for the service of the consumers.

The Activity Report reflects on the performance and the

achievements of SCH during April 2012.

SCH solicits the continued cooperation and patronage

from all stake holders and invites suggestions / positive

criticisms for improvement.

Yes,

SCH will collectively “MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN” in a better way. TNSCH Chennai

TANSSCOPE, Dept of CS&CP

Government of TamilNadu

Foreword

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Contents

S. No Topics Page No.

1 Cumulative Analysis of Complaints 4

2 Cumulative – Sector wise Comparison 5

3 Analysis of complaints 6

4 Sector wise Analysis of Complaints 7

5 PDS Detailed Analysis 8

6 Products – sector wise break up 9

7 Services – sector wise break up 10

8 Daily call analysis 11

9 Training Programme 12

10 Visitors 13

11 Appreciations / Responses 14

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1. Cumulative Analysis of Tele Complaints :

(2/11/2009 to 30/04/2012)

YEAR ATTENDED *IVRS TOTAL CALLS

Nov, Dec ‘09 3646 6622 10268

Jan to Dec ‘10 28347 30897 59244

Jan to Dec ‘11 42547 34785 77332

Jan ‘12 5384 14644 20028

Feb ‘12 4347 5890 10237

Mar ‘12 4149 20124 24273

Apr ‘12 4270 5912 10182

TOTAL 92690 118874 211564

*Interactive Voice Response System

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2.Cumulative – Sector wise Comparison : (Tele Complaints, e-mail, SMS/Mobile calls and written complaints integrated by creating Docket numbers)

Non PDS

Year 1

IVRS on

PDS 2

Enquiry Call

3

PDS Docket

No. Created

4

5 (a) Service

s

5 (b) Product

s

5 ( c) Unrelate

d

5(a+b+c)

Total

6

Total (2+3+4+5)

SMS/ Mobile Calls

7

Total ( 6+7)

2009 Nov, Dec 6622 1122 3893 758 152 217 1127 12764 0 12764

2010 Jan to Dec

30897 4188 15490 3929 671 891 5491 56066 0 56066

2011 Jan to Dec

34785 14758 24709 2550 675 537 3762 78014 0 78014

Jan 2012 3209 2924 2202 154 53 51 258 8593 11435

20028

Feb 2012 3239 2300 1653 270 52 72 394 7586 2651 10237

Mar 2012 3425 1601 2193 245 59 51 355 7574 16699 24273

Apr 2012 3786 2366 1490 287 73 54 414 8056 2126 10182

TOTAL 85963 29259 51630 8193 1735 1873 11801 178653 32911 211564

Resolved 85963 29259 45334 8164 1725 1873 11762 172318 32876 205194

Pending 0 0 6296 29 10 0 39 6335 35 6370

• IVRS Interactive Voice Response Systems

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3. Analysis of complaints : Apr 12

Telephone & Mail Complaints

Type Number of complaints

received

Complaints resolved

Complaints forwarded &

pending

PDS 1990 859 1131

NON PDS 417 382 35

Total 2407 1241 1166

Analysis of complaints

0

500

1000

1500

2000

2500

Number ofcomplaints

received

Complaintsresolved

Complaintsforwarded &

pendingPDS

NON PDS

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4. Sector wise Analysis of Complaints : Apr 12

S. no Sector No. of Complaints (For which Docket Number created)

Percentage %

1 PDS 1490 83%

2 Products 73 3%

3 Services 287 12%

4 Unrelated 54 2%

5 Total 1904 100%

*Total Calls attended – Enquiry Calls = Docket No. created

4270 – 2366 = 1904

0

200

400

600

800

1000

1200

1400

1600

PDS Products Services Unrelated

Sector wise Analysis of Complaints

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5. PDS Detailed Analysis : Apr 12

S. No

PDS Details

No. Of Complaints

1 Card Related 921

2 Shop Related 565

3 Others 4

Total 1490

PDS Detailed Analysis

Card Related

Shop Related

Others

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6. Products – Sector wise break up : Apr 12 Product Nos Contd. Nos

Food Product 3 Gas Burner 2

Mobile 9 Light & Lamps 3

Washing Machine 7 Inverter 9

Water Purifier 7 Car Stereo 4

Air Conditioner 7 UPS 1

Tyers 1 Laptop 2

Food processor 3 Vacum cleaner 1

Refrigerator 2 Induction stove 1

Battery 3 others 5

Television 3 Total 73

Products – Sector wise break up

0

1

2

3

4

5

6

7

8

9

10

Food P

roduct

Mobil e

Wash

i ng M

achine

Wate

r Purif

ier

Air Condi t

i oner

Tyers

Food

proce

ssor

Refr ige

rator

Battery

Telev isio n

Gas B

urner

L ight & Lam

ps

Inverte

r

Car St e

reo

UPS

Laptop

Vacum cl

e aner

Inductio

n stov

eothers

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7. Services - Sectorwise break up : Apr 12 Services Nos Contd. Nos

LPG 175 Medical Negligence 1

Telecom 24 Monthly magazine 1

Banking / Cr. Card 16 Dish TV 3

Courier 1 NBFC 4

Electricity 10 Food product 2

Transport 5 Internet 5

Insurance 5 Legal 2

Educational 6 Legal metrology 8

Real Estate 6 Tour & Travels 3

Railways 1 Housing loan 2

Postal 2 Others 3

Misleading Advertisement

2 Total 287

0

20

40

60

80

100

120

140

160

180

200

LPG

Teleco

m

Bank in

g / Cr.

Card

Courier

Electric

ity

Transp

ort

Insu

ranc

e

Educa

tional

Real E

state

Railway

s

Post a

l

Mis leadin

g Ad ve

rtise

ment

Medica

l Neg

ligen

ce

Month

ly maga

zine

Dish T

VNBFC

Food p

rodu

ct

Inter

net

Legal

Legal m

etrolo

gy

Tour & T

rav els

Housing l

oan

Other

s

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8. Daily Call analysis : Apr 12

Date IVRS Calls Attended Calls Total Calls

01/4/2012 Sunday

02/4/2012 135 142 277

03/4/2012 190 149 339

04/4/2012 126 189 315

05/4/2012 78 96 174

06/4/2012 27 84 111

07/4/2012 67 116 183 08/4/2012 Sunday

09/4/2012 409 178 587

10/4/2012 276 222 498

11/4/2012 207 149 356

12/4/2012 320 158 478 13/4/2012

14/4/2012 39 146 185

15/4/2012 Sunday

16/4/2012 154 237 391

17/4/2012 129 212 341

18/4/2012 124 209 333

19/4/2012 111 238 349 20/4/2012 135 281 416

21/4/2012 68 228 296

22/4/2012 Sunday

23/4/2012 332 190 522

24/4/2012 199 190 389

25/4/2012 202 170 372

26/4/2012 194 181 375

27/4/2012 161 187 348 28/4/2012 69 138 207

29/4/2012 Sunday

30/4/2012 34 180 214 Total 3786 4270 8056

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9. Training Programme:

As per the orders of the Commissioner of Civil Supplies and Consumer

Protection Tmt.J.Vijayathilagam, Superintendent/Coordinator, State Consumer

Helpline and Thiru C.Irfan, Call Operator, SCH attended the training

programme conducted by Indian Institute of Public Administration, New Delhi

from 23rd to 27th April 2012 sponsored by Department of Consumer Affairs,

Ministry of Consumer Affairs, Food and Public Distribution, Government of

India.

4th Training Programme for Coordinators and Advisors o f SCH:

In this 4th Training Programme, representatives from various states and

UT, Himalchalpradesh, Haryana, Assam, Bihar, Chattisgarh, Jharkhand,

Tripura, Karnataka, Tamil nadu, and Pudhucherry were participated.

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10. Visitors :

DATE NAME ADDRESS PURPOSE

02/04/12 K.Kannan Venkatachalpathy St polur, Thiruvannamalai Complaint Reg

02/04/12 M. Elumalai Mint St, Thiruthani, Tiruvallur Complaint Reg

02/04/12 D. Rajan Wallaja road, Chepauk, Chennai Complaint Reg

04/04/12 R. Sundaresan Balaji Nagar, Nanganallur Complaint Reg

04/04/12 S.Lakshmi Bhuvaneshwari nagar, Redhills Complaint Reg

10/04/12 D. Rajan Wallaja road, Chepauk, Chennai Complaint Reg

12/04/12 Ramana GIZ , New Delhi SCH CAC Integration Reg

12/04/12 N. Shath Indra nagar, Chennai Complaint Reg

24/04/12 C. Subramanian Guduvancherry, Kancheepuram Complaint Reg

25/04/12 C. Palaniappan Chepauk, Chennai. Complaint Reg

26/04/12 E. Muniyappan Thiruvanmiyur, Chennai Inverter Problem

27/04/12 Rajasulochana Asst, Officer of the state Transport Authority, Chepauk Complaint Reg

27/04/12 Ganapathi Asst, Officer of the state Transport Authority, Chepauk Complaint Reg

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11. Consumers’ Appreciations / Responses : SCH has received many acknowledgements and appreciation for the solutions we have provided in the month of April 2012.

Subject: RE: Consumer Complaint Reg Ration Shop Docket Number:41258

From: "kumar_tkkrishna" <kumar_tkkrishna@yahoo.co.in> Date: Thu, April 5, 2012 11:55 am

To: sch@tn.gov.in Respected Sir, At the outset I acknowledge this mail & thank you f or taking necessary action in this regard in the interest of PDS consum ers of TN. With kind regards, 'KRISHNAA'

Subject: thanks for ur service sir From: "prem kumar" <prem_kumar1921@yahoo.co.in> Date: Mon, April 2, 2012 5:19 pm

To: "sch@tn.gov.in" <sch@tn.gov.in> Thanks for ur service sir , I receive the renewal s lip c.poongodi

Subject: Re: [Fwd: Re: 9944930356 = REMINDER DOCKET NUMBER -

37472] From: "GNANAVEL .M." <gnanavelkm@yahoo.com> Date: Fri, April 6, 2012 11:08 am

To: "sch@tn.gov.in" <sch@tn.gov.in>

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Dear sir, Thankyou so much, yes my problem is solved after yo ur repeated and sincere steps to resolve. I am very first seeing th at the govt organisation is working even for e-mails very excel lent and immediate action. definitely I will tell this to my friends a bout the sincere help from state consumer helpline. Thanking you so much. with regards, Gnanavel.M Ph.9944930356/9944967335

Subject: Re: Consumer Complaint Docket Number:36431

From: "S. Rishi Krishna Iyer" <goku.rish@gmail.com> Date: Mon, April 9, 2012 3:25 pm

To: sch@tn.gov.in respected sir, Thank you very much for taking our complaint for ward, we are really grateful for the help provided by you . UCO bank has granted us the education loan for my s on S.Varun, now he can continue further his studies. thanking you, yours sincerely, Rishi

Subject: RE: [Fwd: FW: Invariable delay in response/Reliance a total disgrace

to country] From: "Mohan, Shyamsundar" <shyams.mohan@atos.net> Date: Tue, April 10, 2012 2:03 pm

To: "sch@tn.gov.in" <sch@tn.gov.in> Hello Sir, Thank you very much for your quick response sir; si nce I have marked a copy to them ...they acted very quickly and the pro blem was solved now. Thanks for your kind help you really have a respons e in the market Ta Shyam

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Subject: [Fwd: Re: Cosnumer Complaint number:41320] From: consumer@tn.gov.in Date: Sat, April 14, 2012 9:43 am

To: sch@tn.gov.in Hi Team, AC has been Dispatched to me now. Thank you for you r help. Please close this ticket. Thanks & Regards Rajesh

Subject: [Fwd: Service feedback.]

From: consumer@tn.gov.in Date: Sat, April 14, 2012 11:07 am

To: sch@tn.gov.in Dear Sir/Madam, I contacted the consumer service desk of the Ci vil Supplies Department. The service provided by Mr.Muthal was v ery helpful and useful. I thank the government for facilitating the public with such customer service and online registration facilities . Regards, Manju.

Subject: Re: Consumer Complaint Docket Number:41108

From: "Karthikeyan Venkatakrishnan" <karthikmep@gmail.com> Date: Thu, April 19, 2012 4:53 pm

To: sch@tn.gov.in Hello, The problem has been resolved. M/s Balaji Enterprie se has provided me a replacement of battery on April 13th 2012. There on it is working fine. Thanks for the kind help. Thanks, Karthikeyan V

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Subject: Re: Consumer Complaint Docket Number:39849 From: "geetha priya g" <geethu87priya@gmail.com> Date: Thu, April 19, 2012 4:59 pm

To: sch@tn.gov.in My complaint has been resolved by your speedy actio n.Thanks a lot for resolivng my grievance.

Subject: [Fwd: Problem Solved]

From: consumer@tn.gov.in Date: Sat, April 21, 2012 1:08 pm

To: sch@tn.gov.in Dear Sir / Madam My problem has been solved but not in time so i wou ld request you to advice the concern agent be in time. Thank you for the help. Regards N. Yoganand

Subject: Re: Consumer Complaint Docket Number:40074

From: "Rajoo" <nara549@gmail.com> Date: Thu, April 19, 2012 6:02 pm

To: sch@tn.gov.in They have replaced the stove with another stove of the same brand ... Naraayanan

Subject: Re: Consumer Complaint Docket Number:41511

From: "ravi vidhya" <ravivvidhya@gmail.com> Date: Tue, April 24, 2012 12:20 pm

To: sch@tn.gov.in Dear sir/madam, Good afternoon sir. I have received the con firmation mail from SBI bank credit card system regarding cancellation sir. Thank you so much for state consumer helpline great service. lik e us helpless people, its a great gift .I hope this system will give life for many people. Thanks a lot sir. We hope this system will ever last forever. Vidhya

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Subject: RE: Consumer Complaint Docket Number:42129 From: "Asad, Talib" <talib.asad@atos.net> Date: Sun, April 29, 2012 12:36 pm

To: "sch@tn.gov.in" <sch@tn.gov.in> Dear Sir, The area executive came home yesterday and started the service from yesterday. He has assured the service will continue for the ne xt one year from day of commencement. Many Thanks for your timely help. With Best Regards, Talib Asad