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
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
September 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) 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
September 2014 Page 4
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.
.
.
September 2014 Page 5
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
****
September 2014 Page 6
- 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.
September 2014 Page 7
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
September 2014 Page 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
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
September 2014 Page 9
* 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
September 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.
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
September 2014 Page 11
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*
September 2014 Page 12
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
September 2014 Page 13
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
September 2014 Page 14
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
September 2014 Page 15
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
September 2014 Page 16
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
September 2014 Page 17
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
September 2014 Page 18
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
September 2014 Page 19
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
September 2014 Page 20
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
September 2014 Page 21
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
September 2014 Page 22
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
September 2014 Page 23
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
September 2014 Page 24
(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
September 2014 Page 25
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
September 2014 Page 26
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
September 2014 Page 27
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
September 2014 Page 28
\\
* 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
September 2014 Page 29
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
Frequent Occurring Problems (FOPs) Calls %age
Unfair Deductions 213 12.56
Internet not working/ Slow speed 126 7.43
Unsatisfactory / Irregular service 88 5.19
Unsatisfactory Redressal 83 4.89
Network Problem 77 4.54
FOP wise Complaints for top 10 Sectors
July 2014 Page 34
Frequent Occurring Problems (FOPs) Calls %age
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
Inflated Bills / Overcharging 60 3.54
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
General Enquires and Other Complaints 91 5.37
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
Wrong Promises 85 8.37
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
General Enquires and Other Complaints 97 9.56
Total 1015 100.00
4. BANKING
Frequent Occurring Problems (FOPs) Calls %age
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
Frequent Occurring Problems (FOPs) Calls %age
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
Wrong Promises 13 4.66
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
General Enquires and Other Complaints 40 14.34
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
Unsatisfactory Redressal 7 2.57
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
Frequent Occurring Problems (FOPs) Calls %age
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
Frequent Occurring Problems (FOPs) Calls %age
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
General Enquires and Other Complaints 28 10.26
Total 273 100.00
8. Insurance
Frequent Occurring Problems (FOPs) Calls %age
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
Frequent Occurring Problems (FOPs) Calls %age
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
Inflated Bills / Overcharging 21 8.50
Faulty set top box 17 6.88
July 2014 Page 39
Frequent Occurring Problems (FOPs) Calls %age
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
Frequent Occurring Problems (FOPs) Calls %age
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
General Enquires and Other Complaints 37 17.13
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