1
ACTIVITY REPORT FOR JUNE 2012
STATE CONSUMER HELPLINE 4TH FLOOR, EZHILAGAM,
CHENNAI – 600005 Phone: 044 044 044 044 -------- 28592828 28592828 28592828 28592828
e-mails : [email protected],
Website: www.consumer.tn.gov.in
Mobile : 94 4546 4748, 72 9999 8002, 86 8001 8002, 72 0001 8001, 72 9900 8002, 86 8002 8003, 72 0004 8002
TANSSCOPE, Department of Civil Supplies & Consumer Protection.
Government of Tamil Nadu
2
Monthly activity report of June 2012, the 32nd
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 June 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
3
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 Visitors 12
10 Press Release 13
11 Appreciations / Responses 15
4
1. Cumulative Analysis of Tele Complaints :
(2/11/2009 to 30/06/2012)
YEAR ATTENDED *IVRS SMS /
Mobile calls
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 3209 11435 20028
Feb ‘12 4347 3239 2651 10237
Mar ‘12 4149 3425 16699 24273
Apr ‘12 4270 3786 2126 10182
May ‘12 3924 2088 1998 8010
Jun ‘12 3384 2063 1862 7309
TOTAL 103195 90114 36771 226883
*Interactive Voice Response System
5
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) Services
5 (b) Products
5 ( c) Unrelated
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
May 2012 2088 2142 1394 229 96 63 388 6012 1998 8010
June 2012 2063 1921 1160 157 97 49 303 5447 1862 7309
TOTAL 90114 33322 54184 8579 1928 1985 12492 190112 36771 226883
Resolved 90114 33322 46855 8555 1918 1985 12458 182749 36705 219454
Pending 0 0 7329 24 10 0 34 7363 66 7429
• IVRS Interactive Voice Response Systems
6
3. Analysis of complaints : Jun 12
Telephone & Mail Complaints
Type Number of complaints
received
Complaints resolved
Complaints forwarded &
pending
PDS 1160 189 971
NON PDS 303 271 32
Total 1463 460 1003
0
200
400
600
800
1000
1200
Number ofcomplaintsreceived
Complaintsresolved
Complaintsforwarded& pending
Analysis of complaints
PDS
NON PDS
7
4. Sector wise Analysis of Complaints : May 12
S. no Sector No. of Complaints (For which Docket Number created)
Percentage %
1 PDS 1160 79%
2 Products 97 7%
3 Services 157 11%
4 Unrelated 49 3%
5 Total 1463 100%
*Total Calls attended – Enquiry Calls = Docket No. created
3384 – 1921 = 1463
0
200
400
600
800
1000
1200
PD
S
Pro
duct
s
Ser
vice
s
Unr
elat
ed
Sector wise Analysis of Complaints
8
5. PDS Detailed Analysis : Jun 12
S. No
PDS Details
No. Of Complaints
1 Card Related 795
2 Shop Related 351
3 Others 14
Total 1160
PDS Detailed Analysis
Others
CardRelated
ShopRelated
9
6. Products – Sector wise break up : Jun 12 Product Nos Contd. Nos
Food Product 6 Modular Kitchen 1
Mobile 16 Inverter 8
Washing Machine 6 Car 3
Water Purifier 18 UPS 2
Air Conditioner 17 Laptop 1
Shoes 2 Vacum cleaner 1
Refrigerator 1 Audio CD 1
Battery 1 others 9
Monitor/ Computer 2 - -
Bike 2 Total 97
Products – Sector wise break up
0
2
4
6
8
10
12
14
16
18
20
Food P
roduct
Mobile
Wash
ing M
achine
Water P
urifie r
Air Cond
itione
rShoes
Refri g
erat o
r
Batte ry
Monito
r/ Com
put e
r Bi ke
Modula
r Kitc
hen
Inverte
rCar
UPS
Lapto
p
Vacum c
leaner
Audio
CD
others
10
7. Services – Sector wise break up : Jun 12 Services Nos Contd. Nos
LPG 40 Weights & Measures 4
Telecom 26 NBFC 1
Banking / Cr. Card 11 Food & Drug 1
Electricity 8 Medical Negligence 1
Transport 3 Legal 6
Insurance 8 Tour & Travels 5
Education 5 Dish TV (DTH) 3
Real Estate 11 Tablet (PC) 1
Packers & Movers 1 Cable 2
Postal 4 Others 11
Internet 5 Total 157
Services – Sector wise break up
0
5
10
15
20
25
30
35
40
45
LPG
Teleco
m
Bankin
g / C
r. Card
Electri
city
Transp
ort
Insura
nce
Educa
tion
Real E
state
Packe
rs &
Mov
ers
Postal
Inter
net
Weig
hts &
Meas
ures
NBFC
Food &
Dru
g
Medica
l Neg
ligen
ce
Legal
Bhara
t Matr
imon
y
Tour &
Tra
vels
Dish T
V (DTH)
Tablet
(PC)
Cable
Others
11
8. Daily Call analysis : Jun 12
Date IVRS Calls Attended Calls Total Calls
01/6/2012 50 94 144
02/6/2012 32 50 82
03/6/2012 SUNDAY
04/6/2012 277 78 355
05/6/2012 98 111 209
06/6/2012 56 151 207
07/6/2012 62 145 207 08/6/2012 128 118 246
09/6/2012 61 123 184
10/6/2012 SUNDAY
11/6/2012 76 185 261
12/6/2012 112 147 259 13/6/2012 76 139 215
14/6/2012 57 155 212
15/6/2012 65 155 220
16/6/2012 37 104 141 17/6/2012 SUNDAY
18/6/2012 75 135 210
19/6/2012 59 177 236 20/6/2012 45 186 231
21/6/2012 24 134 158
22/6/2012 49 133 182
23/6/2012 35 95 130
24/6/2012 SUNDAY
25/6/2012 59 208 267
26/6/2012 144 148 292
27/6/2012 138 134 272
28/6/2012 98 113 211
29/6/2012 102 103 205
30/6/2012 48 63 111 Total 2063 3384 5447
12
9. Visitors :
DATE NAME ADDRESS PURPOSE
07/06/12 M.Vasantha Periyar Nagar, Chennai- 82 Complaint Reg
18/06/12 P.Shivakumar Mylapore, Chennai-4 Complaint Reg
18/06/12 Bakthavashalam Kulathur, Chennai - 99 Complaint Reg
19/06/12 K.Raja Chittlapakkam, Chennai-64 Complaint Reg
13
10. Press Release:
14
15
11. Consumers’ Appreciations / Responses : SCH has received many acknowledgements and appreciation for the solutions we have provided in the month of June 2012.
Subject: Re: [Fwd: Re: [Fwd: Re: [Fwd: Re: Consumer Complaint Reg Ration Shop Docket Number:44215]]]
From: "Jawaharlal Radhakrishnan VN" <[email protected]> Date: Tue, June 12, 2012 1:11 pm
To: [email protected] Dear sir As requested by Thasildhar, i contacted my ration s hop today in person and my grievances is completely solved. Thanks for our Thasildhar and our system for consumer protection. Thanks & regards
v n r jawaharlal
Subject: RE: Consumer Complaint Docket Number:45124 From: "Sundaresa" <[email protected]> Date: Tue, June 12, 2012 10:11 pm
To: [email protected] Thanks for the effort you have made to resolve my i ssue.. They have resolved my issue on the very next business day I h ave sent a mail to you. Thanks and regards,
Sundaresa Guptha
16
Subject: Re: [Fwd: Complaint No.881515- IFB - Inordinate delay of 30 Days in Complaint Resolution and Absolute lack of response]
From: "Rajasekhar k" <[email protected]> Date: Wed, June 13, 2012 7:41 am
Sir, Thank you. The grievance has been addressed and the problem rectified.
Subject: Fwd: [Fwd: Pathetic service by chennai LG:] From: "Chirag Joshi" <[email protected]> Date: Wed, June 13, 2012 10:20 pm
To: [email protected] Dear Sir, Really nice to hear from you. The day we send the mail with the CC to [email protected] . The next day people from LG turned to our home and have taken the AC compressor to get it rectified. We are waiting to g et it back from LG in next 3 to 4 days. We really appreciate that there is someone to hear the needs of consumers. We are really obliged to receive your help. Thanks once again. Regards Chirag Joshi, 9884488771
Subject: [Fwd: APC INVERTER MOTHER BOARD REPLACED (PROBLEM SOLVED) BY E. MUNIYAPPAN
From: [email protected] Date: Mon, June 18, 2012 3:00 pm
To: [email protected] Respected Sir, As per your order, MK TECK & APC COMPANY so lved my APC inverter problem (replaced Mother board) on 5.6 .12 and it is in working condition. my problem solved with your help . Thanking you Yours faithfully, E.Muniyappan
17
Subject: Re: Consumer Complaint Docket Number:43848 From: "Amudhalakshmi Ganesan" <[email protected]> Date: Tue, June 19, 2012 10:51 am
To: [email protected] Sir, Our inverter battery has been replaced and it is wo rking fine now.. Thanks a lot for your assistance and action in help ing us to get this done. We were completed frustrated earlier and now we fee l very happy that there is this sort of forum to help consumers like us.. Once again, Thanks a lot.. Regards, Amudha
Subject: Re: Consumer Complaint Docket Number:45141 From: "munuswamy srinivasan" <[email protected]> Date: Tue, June 26, 2012 7:46 pm
To: [email protected] Dear sir, Here with I would like to thank for the suppor t you have provided to me during this issue. Finally with your support the problem has been resolved and I got back the new article for th e damaged one under the warranty. M.srinivasan
Subject: Re: [Fwd: RE:'IndusInd=010-831-299' Deutsche Bank has placed my name as defaulter in CIBIL]
From: "Naresh Mishra" <[email protected]> Date: Tue, June 26, 2012 2:45 pm
To: [email protected] Thanks team, my problem is solved. Without your support it won't be possible
18
Subject: Re: Reminder Docket Number - 44692 From: "sai pragnesh" <[email protected]> Date: Thu, June 28, 2012 4:30 pm
To: [email protected] Dear sir, Thank you for your swift action Tata sky has re placed my old settop box with a new one today. Thanks & Regards, Sai Pragnesh.B 98408 89836
Subject: Re: Consumer Complaint Docket Number:43065
From: "Charles Elvis" <[email protected]> Date: Wed, June 27, 2012 7:26 pm
To: [email protected] Sir, Onida have changed the indoor unit and now the ac is in working condition Thanks very much for the help to get this resolved Regards Elvis
Subject: Re: [Fwd: Re: Reminder Docket Number - 44695]
From: "Ashok Kumar" <[email protected]> Date: Fri, June 29, 2012 8:06 pm
To: [email protected] Hi, Thanks for your timely support to get this issue ad dressed. After your prominent follow up, I received the service from Aq ua Pure Plus. Thanks again. Regards Ashok
19
20
21
22