2012-2013 - National Consumer Helpline

Transcription

National Consumer Helpline
Annual Report
2012-2013
Toll-Free Number: 1800-11-4000
Toll Number: 011-27006500
E-mail:info@nationalconsumerhelpline.in
Website: www.nationalconsumerhelpline.in
A Public Service Ministry of Consumer Affairs, Food and Public Distribution
Managed by University of Delhi
0
NCH supports Consumers by
Guiding them to find solutions to their problems arising due to poor experience with Products & Services.
Providing them information related to Companies and Regulatory Authorities.
Facilitating them in filing complaints against defaulting Service Providers.
Empowering them to use available Consumer Grievances Redressal Mechanisms,
Making Consumers aware about their Rights and Responsibilities.
Vision
“A Nation of awakened, empowered and responsible consumers and socially and legally responsible Corporations”
Mission
“To provide telephonic advice, information and guidance to empower Indian consumers and persuade businesses to
reorient their policy and management systems to address consumer concerns and grievances adopting world class
standards”
NCH supports Business by:
Developing linkage for out of court settlement of consumer complaints through its Convergence programme.
Organize Executive Development Programme (EDPs) for business managers in the area of consumer
Satisfaction and complaints handling
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Consumer Rights are Business Responsibility
“If you respect the customer as a human being, and truly honour their rights to be treated fairly and honestly,
everything else is much easier”
-Doug Smith
T
he social and legal responsibility of business requires that top management should give utmost priority to their
customers. The following consumer rights impose social and legal obligations on every business to design
their policies and management systems to address concerns of their consumers. These rights are to be
enforced primarily by businesses. The role of the government is to create an environment that enables businesses
to preserve and promote these consumer rights.
Right to safety
Right to be informed
Right to choose
Right to be heard
Right to redressal
Right to consumer education
Department of Commerce, Delhi School of Economics, University of Delhi, Delhi-110007
(A Public Service Project of Union Ministry of consumer Affairs)
Toll-Free Number: 1800-11-4000
Toll Number: 011-27006500
E-mail: nationalconsumer.helpline@gmail.com, Info@nationalconsumerhelpline.in
Website: www.nationalconsumerhelpline.in
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MESSAGE
A consumer society that is aware of its duties and responsibilities and a business environment that
understands its social and legal obligations towards ensuring a vibrant economic order are both necessary
ingredients if a nation were to succeed as an economic power. It is towards this end that the National consumer
Helpline has been set up by the Government.
I am very happy to know that the National Consumer Helpline (NCH) funded by the Department of
Consumer Affairs of the Government of India and set up at the University of Delhi has been extending a
wonderful service to the consumers by empowering them through advice, guidance and information so that the
consumers could deal with problems that they face in their day to day dealings with business and service
providers in an effective manner.
I congratulate all those behind the successful running of the NCH and hope that with innovation being
attempted to be in tune with growing economic status of the country, the Helpline would strive to achieve more
in the days to come – in the interest of both our consumers and the business establishments
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MESSAGE
I am pleased to state that the National Consumer Helpline (NCH) has completed 8 very successful years
in empowering consumers of the country.
The consistent increase in the number of callers every year has been encouraging. The quality and
success of the helpline has set a benchmark for the State Helplines to emulate.
I congratulate the National Consumer Helpline for the progress and best of luck for the future.
(Pankaj Agrawala)
October 28, 2013
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VOICE SOCIETY
(Registered under Societies Registration Act)
MAILING ADDRESS: 441, JANGPURA, MATHURA ROAD, NEW DELHI-110 014 (INDIA)
TEL: +91-11-24379078- 80 FAX: 011- 24379081
E Mai: cvoice@vsnl.net
Prof. P. K. Ghosh
(Chairman, VOICE Society)
MESSAGE
It is a matter of great pleasure and satisfaction for me to note once again the progress attained by NCH
during 2012-2013 upholding consumer interests with a toll free call center which can be used to seek
information about product and services and also to get cordial advice and guidance for solving problems and
grievances that are encountered.
The progress of NCH efforts is reflected in the yearly increase in the number of calls from different a
parts of the country and that also reveals the effect on consumer awareness and their assuming due
responsibilities in the market place. Besides, the efforts of NCH has also been devoted to making corporate
business house increasingly interested in setting up in- house grievance redressal cells to meet consumer
complaints and grievances
Prof. P. K. Ghosh
.
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Prof. Sri Ram Khanna, P.I
DEPARTMENT OF COMMERCE
Delhi School of Economics
University of Delhi, Delhi-110007
Tel: 27667891/ 27667725 Ext. 1630
Tele Fax: 27666781
The eight years of National Consumer Helpline has
been a journey with mixed experiences, of challenges
and achievements. And, it is with pleasure that I bring to
you this annual report on the completion of the Phase II
of the project. Continuous guidance and support of
officials of the Union Ministry of Consumer Affairs,
Industry Regulators, fellow academics, our partners, and
our team at NCH, has made it possible for us to achieve
this feat.
In the financial year 2012-13, National Consumer
Helpline handled 1,37,729 calls across various sectors
of consumer interest. Technological advancements
introduced in the organisation have been well accepted
and assimilated. With the online complaint handling
system and SMS compliant facility available, we are
able to reach consumers 24×7.
National Consumer Helpline, in order to spread
consumer awareness, initiated a weekly Radio Program
Upbhokta ki Awaz at Delhi University Community
Radio DU 90.4. The radio programmes are produced by
the members and the faculty of the DU Community
Radio in collaboration with National Consumer Helpline.
Listeners are advised on consumer grievance redressal
mechanisms. They can also call and receive the
necessary advice, guidance and information to their
respective problems.
In the last financial year we started the estimation of
Consumer Detriment, the loss caused due to
exploitation of consumers as a result of the market
operations. This initiative was expanded and more
sectors were covered for estimation.
Consumer
Detriment in the financial year for the 24 sectors was
been estimated to Rs. 53,55,61, 093 with Real estate
contributing the most of the losses incurred to
consumers.
It is our firm belief that while we pursue with great vigour
the mandate given to us for providing telephonic advice,
information and guidance, we must extend our efforts in
various related areas to empower consumers, to
educate them about their rights and responsibilities and
also persuading businesses to reorient their policy and
management systems to address consumer concerns
and grievances, adopting world class standards.
Our advocacy efforts are being carried out in full vigour
and we continue to liaise with Govt. Departments and
Regulatory Authorities for setting in place regulator
mandated grievance handling mechanisms wherever
required. Advocacy with policy making and regulatory
authorities includes our efforts to bring in changes for
inclusion of consumer benefit provisions, escalations
etc.
Through our Convergence Project, we have partnered
with a large number of industry players. This partnership
has resulted in better and speedy grievance redressal
benefitting consumers in a big way. We plan to further
the cause of consumer protection with greater
partnership with the corporate and the sustained support
of the Ministry.
(Prof Sri Ram Khanna)
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Deepika Sur Project Manager
As another year draws to a
close, we take stock of all that
has been done in the last twelve
months. Way back in March
2005, the National Consumer
Helpline (NCH)
had pioneered the concept of a
telephonic helpline for consumers pan India to advise
and guide them on any consumer issue – be it for
defective products, legal help or just for cross checking
information in the realm of consumer affairs. National
Consumer helpline has completed eight years of very
successful operations, and has entered into its 9th year
on 15th March 2013. From taking small baby steps, it
has, since inception, advised more than 6 lac callers
from across the length and breadth of our vast country.
In the last two years, NCH has been handling an annual
volume of more than 1,30,000 calls, from the call
center that operates out of the premises of the Delhi
School of Economics, University of Delhi. The
Consumer protection Act, enacted in 1986, has picked
up momentum in the last few years – fuelled by the Jago
Grahak Jago promotional campaign by the Ministry of
Consumer Affairs, Food & Public Distribution.
The Year 2012 saw NCH gearing up to the digital media
– In addition to the monthly reports that are made and
distributed for information, we started an online
newsletter – Consumer Velocity This newsletter has
sections like Snapshot – a summary information on the
activities of NCH over the month, Consumer
kaleidoscope- the crisp information of recent
announcement/rules and regulations in the interest of
consumers. This newsletter is emailed to over 2000 email id‘s every month – bringing the latest information
about NCH and snippets of Consumer interest. To make
our presence felt with the young consumers of today –
who want everything on their mobiles – we decided to
develop the NCH Mobiapp from where a consumer can
lodge a consumer complaint. The app, installed on his
mobile can help him get advice and guidance on ways
to resolve problems in the consumer space. With
valuable guidance from the officials of the Delhi
University Computer Center, NCH floated tender and
received a good response from app developers. After
technical and commercial shortlisting by an authorized
committee, the order was placed. NCH Mobiapp will be
ready for launch in the next financial year.
Another observation that we see over the years is the
impact of regulators in various sectors. In the early
years of NCH, Banking & Insurance were the sectors in
which we received the maximum number of complaints
– but with enforcement of regulations by regulators,
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complaints in these sectors have decreased. RBI and
IRDA have made various regulations which help
consumers to resolve complaints in time bound manner.
IGMS(Integrated Grievance Redressal Management
System) introduced by IRDA has played a big role in
reducing complaints of Insurance sector and has also
helped in resolving complaints without going upto the
second level of escalation- the Insurance Ombudsman.
Similarly, SEBI being the regulator of securities and
capital market has been taking many steps in recent
times aimed at protecting the interest of consumers.
As per of our ‗Jagriti‘ efforts, NCH collaborated with
Community Radios to produce and air programmes on
Consumer empowerment. NCH managed an hour long
programme for 3 months on consumer issues faced in
different sectors of where domain experts and
counsellors gave advice to the audience about
grievance redressal mechanism in various industries.
Programmes were aired weekly on various consumer
issues, and aggrieved consumers could phone-in and
receive advice, guidance and information on their
problems. This was done on ‗Radio Jamia‘ and Delhi
University Community Radio. We received very
encouraging feedback.
Our Convergence Program – The NCH & Industry
Connect - has reached the next level We now have
more than 200 companies as partners, who are spread
across a wide spectrum of sectors ranging from
consumer durables, Banking, Insurance, electricity,
telecom companies to other sectors such as
Automobiles, Courier, Travel & Tours etc - are all
‗convergence‘ partners of NCH. Promotion of ISO 1000
suite of standards – the world class standards for
complaint management internal and external to
Companies, an active complaint handling module in our
website
–www.nationalconsumerhelpline.in,
which
facilitates companies in giving a speedy resolution to
their consumer complaints have all helped in
strengthening our bond with companies.
Being a project of University of Delhi, NCH takes up
research studies on regular basis. One study was on
estimation of Consumer Detriment , which provides the
direct financial loss incurred to complaining consumers
who have called at the helpline and the second study
done was on the Socio Economic Classification of
callers to NCH, done by administering a short
questionnaire on the same parameters used by MRSI
and MRUC.
In the years to come, NCH will carry forward new
initiatives – all to enhance corporate responsibility and
further consumer empowerment.
Deepika Sur
Index
1. State-Wise share of calls ……....………………….……………………………..
9
2. Sector-Wise Break-Up of Complaints………………………………..……………. 10
3. Sectoral Distribution
Airlines…………………………………………………………………………………………
11
Automobiles…………………………………………………………………………………..
12
Banking………………………………………………………………………………………… 13
Consumer Durables…………………………………………………………………………
14
E-commerce & Distance Selling…………………………………………………………… 15
Electricity……………………………………………………………………………………… 16
Food Safety……………………………………………………………………………………
17
Insurance……………………………………………………………………………………… 18
Legal……………………………………………………………………………………………
19
Legal Metrology………………………………………………………………………………
21
Medical Negligence………………………………………………………………….………
22
LPG/PNG………………………………………………………………………………………
24
Postal……………………………………………………………………………………….....
25
Public Distribution System (PDS)……………………………………………..………....
26
Real Estate…………………………………………………………………………………....
27
Telecom…………………………………………………………………………………….....
28
Enhancing the reach of Convergence @NCH…………………………….....
29
Research Initiatives ………………………………………………………………..
31
Information Technology Deployed at NCH…………………………………....
33
Media Interaction ……………………………………….................…………....
35
Responses @ National Consumer Helpline..........................................
38
Editorial Team
Deepika Sur, Sanjeev Talwar, Seema Sharma & Harsh Dhingra,
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State – Wise share of Calls to NCH
Geographical Breakup
NCH receives calls from all parts of this vast country from consumers who seek telephonic advice, information and guidance.
A total of 137729 calls have been received during April 2012 to March 2013.
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Sector-Wise Break-Up of Calls
Sectoral Distribution of Calls - April 2012 to March 2013
Defective Products
Telecom
Education
4.43%
Banking
E-Commerce
LPG/PNG
4.45%
Legal
LPG/PNG
Automobiles
2.59%
Electricity
2.11%
Legal
4.76%
Education
Insurance
Insurance
3.39%
DTH / Cable
1.98%
E-Commerce
5.15%
Weights & Measures
1.93%
Automobiles
Electricity
Banking
5.82%
Real Estate
1.89%
DTH / Cable
Weights & Measures
Telecom
16.31%
Real Estate
RTI
Other Sectors
Defective Products
17.45%
Other Sectors
26.07%
RTI
1.66%
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Airlines
Advocacy:
Overview
The Indian civil aviation sector is showing an
extraordinary growth rate in the last ten years. Total
passenger carried were 670 lakhs in 2010-11 in
comparison to 165.5 lakh passengers carried in 2001-02.
This enormous growth in air traffic has, however,
resulted in a strain on the aviation infrastructure resulting
in traffic congestions, delays and cancellation of flight at
majority of the airports. The airlines are adding additional
cities to their list of destinations covered throughout the
country. Therefore, it can be said that the domestic
airlines of India have made traveling easier for the
masses. People are opting for traveling by air because
they save a lot of time in traveling, as compared to other
means of transportation. But it has been observed that
Airlines are not providing services adequately to their
client users, resulting in dissatisfaction among the
passengers right from booking the ticket to boarding the
aircraft and finally reaching their destination. It is
observed that a large number of consumer disputes arise
out of deficiency in service provided by the airlines.
NCH receives complaints from the Air travelers of
different airlines averaging 40 to 60 complaints per
month. Complaints are received against Domestic sector
as well as International Airlines. The number of
complaints is much higher in domestic private airlines
than that of International Airlines .
Frequently occurring problems are:
• Cancellation /Rescheduling of Flights /Delays
are normal practice.
• Poor responses while enquiring on phones.
• Promised services are not provided.
• Long procedure in getting refund or even denial
of refund.
• Denying boarding to the passengers having
valid ticket and reported at proper check - in time
at the last moment due to over booking or some
unknown reasons.
.
• Misinformation on confirmed booking.
• Unfriendly terms and conditions framed by the
private airlines which caused discomfort to the
passengers
• Loss/ pilferage of baggage for which
compensations are not paid or when paid it is
very meager.
The nature of grievances of air passengers stated above
do not have redressal from a centralized body like
Government Ombudsman. NCH apprised the Ministry of
Civil Aviation and Director General of Civil Aviation
(DGCA) about passenger grievances and requested for
creating a Regulatory Body in this sector. Public
dissatisfaction led DGCA to frame several Civil Aviation
Requirement Rules (CAR) on passenger facilities like
revised refund rules, compensation on denial of boarding
cases, declaration of consolidated fares with clear
understanding of break-up components etc. Several
Gazette notifications have also been issued under this
head.
Along with VOICE society, NCH is engaged in an
advocacy exercise to persuade the Ministry of Civil
Aviation to set up an Airlines Ombudsman. The Union
Ministry of Civil Aviation has set up a Working Group
(WG) under Civil Aviation Economic Advisory Council
(CAEAC) to examine this matter. Two meetings of WG
have been conducted. Ministry of Civil Aviation has
promoted setting up a Civil Aviation Authority (CAA)
replacing DGCA with more disciplinary powers and
enhanced budget provision. Ombudsman will have a
constituent role under CAA. The document of Aviation
Bill-2011 replacing Aircraft Act 1934 has been accepted
by the Cabinet Committee after careful examination and
waiting for approval of Parliament. Some important
issues like (i) Passenger safety& Security (ii) Grievance
redressal (iii) accident enquiry (iv) and any other matter
which are aviation-centric are considered in the present
Bill. Passenger complaints received against NACIL (Air
India/ Indian Airlines), Spice jet, Jet Airways, Go-Air and
Indigo airlines are regularly forwarded to the respective
airlines for redressal.
Redressal System:
I Tier - First hand complaints are required to be made
with the CRCs/ Nodal officers of the respective Airlines/
Appellate Authority
II Tier- If no result is achieved, complainants can forward
their case to the Nodal Officer, DGCA for redressal.
III Tier- Complainants can move to Consumer Forum for
redressal.
Airlines - Major Frequently Occuring Problems (FOPs)
18.23%
Delays/Non/Partial refund of ticket
amount
Loss / Damage/ Pilferage of Luggage
14.05%
Promised services not provided
Denial of Boarding in spite of valid
tickets
Wrong information provided at enquiry/
airport
No information of delay in flight in
required time
4.01%
47.16%
3.51%
3.51%
1.51%
Reached on time but marked no show
Other airline complaints
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8.03%
Automobiles
Overview:
Automotive Industry in India is one of the largest in the
world and stands 6th from top in passenger vehicles in
the world. India manufactured over 1.89 million
passenger vehicles in the year of 2012-13. India is also
world‘s second largest manufacturer of two-wheelers. As
of 2010, India was home to 40 million passenger
vehicles. With such a wide consumer base, many
problems are experienced by consumers related to their
vehicles. NCH receives complaints in the range of 250–
300 per month. Complaint ratio between two-wheeler
and four-wheelers is 60:40. Two-wheeler manufactures
against whom most complaints are received at NCH are
Bajaj Auto Ltd., Yamaha Motors Ltd., Hero Honda
Motors Ltd., TVS Motors Ltd., Honda Motorcycles &
Scooters Ltd. etc. Among four-wheeler manufacturers
complaints are received mostly against Maruti Udyog
Ltd., Tata Motors Ltd., Hyundai Motors Ltd., GM etc.
Frequently Occurring Problems:
The general complaints are:
Mileage obtained is very low as against the claims
of companies in their publicity campaigns. The
misleading advertisements cost the consumers
heavily.
Car
purchased
is
new
but
company‘s
manufacturing date is very old.
After purchase of car/motorcycle there is an
abnormal delay in getting documents viz, RCs,
Smart Card, Insurance papers etc.
Dealers are charging for repair work in spite of
being within the warranty period.
Companies are selling old version of car as new
model suppressing facts.
Consumers charged both VAT & Service charges
together. General consumers are raising questions
whether is it legal for claiming Service & VAT
charges together simultaneously.
Problems faced during warranty period are not
attended by the dealer.
Though the customers are paying full amount on
purchase but the receipts given are in discounted
figure.
Manufacturing faults accrued during warranty
period which may cause major accident (Failure of
power steering while driving etc.) for which
company is not taking any responsibility.
There is no opportunity to cross-check the prices
indicated against the items shown in the bill of
repair provided by the service station. Service
stations are also charging unscheduled labor
charges.
Advocacy by NCH:
In automobile sector there are no regulator exists or any
Govt. Ombudsman for redressal of consumer grievance.
Automobile sector is governed by the Central Motor
Vehicles Act and Rules framed by Ministry of Transport
and Highways. Stringent emission norms, Guidelines of
Safety Regulation and other Technical Regulations are
laid down by the Ministry time to time to guide the
automobile manufacturers. Ministry does not entertain
any complaint raised by individual consumer related to
service matters. As a general rule, every car
manufacturer with their appointed dealers are
responsible to attend and rectify the defects complained
by
the
owners
but
in
real
practice
manufacturers/dealers linger the process with more than
one excuse making it difficult for the customer to get any
time-bound redressal. NCH has taken up the matter with
different Manufacturers against their appointed dealers
and advise consumers that before filing any case in the
consumer court they should at least take up their
problem to the Industry Association named SIAM
(Society for Indian Automobile Manufacturer, Director
General, Core 4B , 5th Floor, IHC, Lodi Road, ND110003 ). The concern of consumers in Automobile
sector has been taken up by a voluntary organization
VOICE . A study report ― Quality of service in Auto
Industry‖ has been prepared where
consumer
grievances and role of manufacturers are highlighted.
NCH has also extended its help to prepare the study.
Redressal Channel –
I Tier: Complaint should be filed with the Authorized
Dealer from where the purchase has been made. If it
fails, take up directly with the Company‘s Regional CRC
with a copy to HQ of the company.
II Tier : Issues can be taken up with S.I.A.M (Society for
Indian Automobile Manufacturer), most of the Indian
Automobile Manufacturer are a member of the
Association.
III Tier: It is observed that there is no further Appealing
authority or Regulator at present in this sector.
Consumers have no other alternative but to approach the
consumer courts.
Automobiles - Major FOPs
Customer requirement not entertained
by dealer/Service Centre
15.46%
Same problem presisting after repairs
17.93%
6.69%
Defective Vehicle
3.61%
Delay in providing vehicle documents
3.17%
Delay in delivery of new vehicle
Charging during free service period
2.24%
Mileage not given as per commitment
1.76%
20.36%
Offered /Promised Gift not Provided
28.77%
Other automobiles complai nts &
enquiries
12
Banking
"The entire world economy rests on the consumer; if he ever stops spending money on things he doesn't have,
on things he doesn't need-- we're done for."
- Bill Bonner
During the year under review, the BFSI sector had a
variety of subjects for consumers ranging from
Health/Motor Vehicle Insurance to Financial Services
with particular reference to Stock Markets, and Mutual
Funds.
The May 2012 issue dwelt at length on the Budget
proposals for the financial year 2012-13 with particular
attention to Rajiv Gandhi Savings Scheme for new
investors, in which the Income Tax Department added a
new Section under the Income Tax Act to enable active
participation of first time investors in buying Stocks
subject to certain conditions laid down therein. It was
hoped that a large number of new investors would get
exposure to traded stocks & new fund offers & channel
their savings into participative economic growth.
BANKING
Our focus on consumer education also extended to
school-going kids & students under 18 years of age who
do not know the avenues open to them for saving their
hard-earned pocket money, and how to increase their
earnings by opening accounts with Nationalized Banks.
Frequently Occurring Problems:
As banking includes a vast range of complaints, these
are being classified under four major heads, namely1.
●
●
●
●
Deficiency in Banking Services- This includes
complaints related to banking services such asUnsatisfactory Redressal
Delay in clearance of Cheque / Draft
Wrong Service Charges related to not maintaining
minimum balance; for providing statement of
accounts etc.
Non - Compliance of customer‘s instructions etc.
3.
as-
CREDIT CARDS-This includes complaints such
●
●
●
Excess billing
Insurance policy given without consent
Non - compliance of customer‘s instructions
related to credit cards etc.
4.
●
●
●
LOANS- This includes complaints such asUnsatisfactory redressal
Not giving NOC after repayment
Refusal of loan sanction without reason etc.
Redressal System
NCH is providing the names and addresses of not only
the nodal officer, Principal Nodal officer but also Bank
CEO's /Chairman, as this is proving to be the only
effective mechanism which works. These details may be
obtained by dialing NCH.
Tier 1: The first tier of redressal advised by NCH to
complainants is the nodal officers of the banks
concerned or the zonal heads. However in a number of
banks, the internal redressal mechanisms of the banks
were inadequate.
Tier 2: . Banking is one of the few sectors, which have
the tier II system in the Banking Ombudsman Scheme
covering the entire country.
Tier 3: In case the Tier 1 & 2 do not provide respite, the
Consumer can approach the Reserve Bank of India.
Banking - Major FOPs
2.
●
●
●
ATM- This includes complaints such asMoney not dispensed but debited
Discrepancy in amount dispensed
Unauthorized withdrawals etc.
ATM related queries & complaints
30.24%
11.78%
Queries & complaints related to
Banking Operations
6.41%
Credit Card related queries &
complaints
Loan related queries & complaints
13
51.57%
Consumer Durables
Convergence
Domestic Appliances are those without which a modern
home is considered incomplete, especially in urban
areas. We have become so used to home appliances
that it seems difficult to live without them. Products such
as microwave ovens, juicers- mixer grinder, washing
machines, frost- free refrigerators are the most popular
category of home appliances. This is because they have
made the work of housewives less tiresome and more
enjoyable. Besides, there is a category of electronic
products that have become an integral part of modern
houses. These are air conditioners, fans, room coolers,
room heaters, geysers, electrical irons etc.
Most of the complaints in this sector pertain to poor
quality of product, after sale services, or delay in getting
services. Companies have dedicated customer service
cell to address consumer grievances. But in the absence
of any industry regulator the consumer is left with no
choice other than approaching the consumer courts in
case the complaints are not redressed by customer care.
Convergence is a process which is based on the concept
of corporate willingness to address complaints /
grievances of their customers. NCH has associated with
a large number of manufacturers, service providers and
corporate houses, who are dealing with consumer goods
and services, to develop a robust consumer grievance
mechanism. Some of them include, Nokia India Pvt. Ltd,
Samsung India Electronics Ltd, LG Electronics India Pvt.
Ltd, Videocon Appliances, Eureka Forbes, Godrej &
Boyce Manufacturing Co Ltd, Voltas Ltd, Philips Ltd, IFB
Industries Ltd, and Whirlpool India Ltd. etc.
Redressal System
Tier 1: There is no regulatory body to regulate the
functioning of consumer durable companies. Consumers
can complaint to the authorized Service Centre or
Customer Care Centre of the respective company.
Tier 2: If the consumer is not satisfied then he can
approach the corporate office of the company.
Tier 3: If still complaint does not get redressed, the
consumer can approach the consumer Forum.
Frequent occurring complaints in this sector are:
Same Problem persisting after repairs, within the
warranty period
Service Centre not entertaining
Unsatisfactory redressal
Not repaired under Warranty period.
Product - Major FOPs
Service Center/Dealer Not
Entertaining
Same problem persisting after
repairs
18.29%
16.39%
Defective Product - No
Replacement/Repair
Unsatisfactory Redressal
Non delivery of product
Not Repaired Under Warranty
9.61%
37.17%
4.22%
2.28%
12.04%
Others Complaints & Queries
14
e-Commerce & Distance Selling
v.
Wrong promises
vi. Late Delivery of Products.
vii. Product/ Accessories missing
viii. Promised gift not given
ix. Unauthorized usage of credit cards.
x.
Not getting product back after repair/replacement.
xi. Not taking product
guarantee period.
back
during money back
Redressal for E-Commerce Complaints:
e-Commerce (electronic commerce) is the buying and
selling of goods and services on the Internet, especially
the World Wide Web. India‘s e-commerce industry is on
the growth curve and is experiencing a spurt in growth.
The selling of products and services by e-Commerce
over the internet has particular characteristics that may
cause loss to the consumers:
1.
The consumer cannot check or verify the
claimed features of the product or service.
The companies involved in E- commerce business also
engage in other means of distance selling options where
a consumer and a supplier do not meet face to face at
any stage of the transaction. Distance selling
communication may be through Newspaper & TV
advertisements, catalogue sales, teleshopping, mobile
phone commerce (m-commerce) along with internet
The consumer needs to be protected in the same ways
as s/he is protected under different provisions of the
Consumer Protection Act 1986. Hence it is
recommended that amendments should be done to
address the complaints of all the consumers of distance
selling contracts including via internet, mobile phones,
TV, print media etc.
2.
The consumer has to rely on representation of
seller almost entirely in the absence of physical access
to the buyer of his products
3.
Payment is made by the consumer and received
by the seller even before the product or services reaches
the buyer/consumer
E-Commerce - Major FOPs
Non-Delivery of Product
Delivery of Defective Product
4.
The consumer has little idea about the physical
establishment of the seller and s/he has no means to
verify the address represented on the website etc.
5.
Sometime a third party is also involved either for
payment transaction or delivery transaction
6.
There are bigger issues wherever e-commerce
site is only a platform for buyers and sellers to meet and
transact business – the site does not accept any
responsibility of payment, quality, delivery, or
genuineness of the transaction/claims.
Frequent Occurring Problems (FOP)
i.
Non Delivery of the product
ii.
Delivery of defective product
iii. Deficiency in Services
iv. Delivery of wrong product
15
9.45%
Paid amount not refunded
Wrong Promises
8.61%
3.01%
1.42%
1.37%
5.73%
11.14%
Delivery of Wrong Product
Deficiency in Services
Product/accessories missing
Not getting product back after
repair/replacement
Other E-Commerce complaints &
enquiries
23.45%
35.81%
Electricity
Electricity – the peril the wind sings to in the wires on a gray day
- Janet Frame
If there is no response or he is not satisfied with
response, here consumer have the two options, first, he
Electricity & Consumer
Development of the country depends upon the
development of industries, agriculture, mines and living
standard of its people and all this depends on many
factors like raw material, electricity, irrigation,
infrastructure, etc. Electricity is an important constituent
of the basic infrastructure and a public utility service,
affecting the daily lives of all individuals beside being the
backbone of industrial development of any country. Full
utilization of other input factors, such as manpower, land
including irrigation, and capital-related resources of an
economy depends upon the availability of the electricity.
Electricity has become the lifeline of the modern living,
without which life might come to a virtual standstill.
In our country, Central and State Electricity Regulatory
Authorities have been established to formulate and
establish National Electricity policy. In 2003 the
Electricity Act was passed .
Frequent Occurring Problems are:•
Delay in connection
•
Meter running fast
•
Inflated bill
•
Bill not received on time
•
Load shedding and unscheduled power cut.
•
Disconnection even after payment.
•
Harassment of the consumer by enforcement
branch
can proceed to the CGRF(address can be obtained from
back-side of Electric Bill or from the above quoted
authorities of the service provider) The CGRF shall take
up any kind of grievance concerning with electricity
supply to the consumers except the grievances arising
under Section 126,127, 135,139,143,152 and 161 of the
Electricity Act.2003. Secondly he can proceed in the
Distt. Consumer Disputes Redressal Forum. DCDRF
shall take up any kind of grievance concerning with
electricity supply to the consumers except theft case.
Redressal in theft Cases:First of all, enforcement branch of the Service provider
will call for a hearing of to the affected consumer.
Enforcement Branch will try to settle the theft matter
within their norms .If matter remains unsettled then E/B
will send the matter to the special Court (Bijali Adalat
under Electricity Act. 2003). Here affected consumer can
put-up every evidence in his support before the special
Court .
If the aggrieved consumer is not satisfied with the
judgment then he can appeal to High Court within one
month from the date of judgment or receipt of judgment.
Electricity- Major FOPs
Inflated Bills
Not providing Meter /connection
even after payment
Redressal system in Electricity: Mainly there are two type of complaints
(1)
Service related complaints
(2)
Theft complaints
13.60%
unsatisfactory Redressal
10.92%3.54%
3.16%
3.09%
Load Shedding / Unscheduled
Power Cut
34.58%
Disconnection
31.11%
Bill not received on time
Redressal system for Service related Complaints:When there is any complaint related to services of any
licensee / service provider then the consumer should
send his written complaint to the licensee (SDO
Operation / Commercial Manager).
Other electricity complaints &
enquiries
16
Food Safety
Redressal System:
Overview:
In case of any complaint, consumer can contact:
The subject of the Food Safety is in the concurrent list of
the constitution. However, in general, the enforcement of
the Act and redressal of complaints are done by the
State / Union Territory Governments. The Central
Government primarily plays an advisory role in its
implementation of the Act.
Tier I: Seller / manufacturer
Tier II: Food Safety Officer of District or Commissioner
of Food Safety of the State/ Union Territory
Tier III: Consumer Forum
New Developments:
By Statutory Advice dated Feb. 05, 2013 of Food Safety
and Standards Authority of India (FSSAI), the time line
has been extended up to 4th Feb. 2014 for Food
Business operators to obtain License / Registration
under Food Safety and Standards (Licensing and
Registration of
Food Business) Regulations, 2011.
.
Frequently Occurring Problems (FOPs) are:
1. Adulteration of food articles
2. How to detect food adulteration
3. Foreign matter in food articles
4. Incomplete/ incorrect label declarations
5. Sale of food articles after best before / use by date
6. Enquiry to get food products tested
7. Fungus / bad smell within best before date
8. Health problems like vomiting, headache
9. Hotel / Restaurant hygiene insufficient
10. Sale of spurious food products
11. Selling banned items like gutka.
Food Safety - Major FOPs
Adulteration of food Products
Incomplete / Incorrect
packing declarations
5.10%
Sale after best before / use by date
Foreign matter found in food product
Foreign matter found
in food product
9.68%
Incomplete / Incorrect packing
declarations
Other complaints
7.54%
Fungal infected/ having foul smell in
food items within best before date
Enquiry for detection of adulteration
Other complaints
17
Fungal infected/
having foul smell in
food items within best
before date
3.16%
Enquiry for detection
of adulteration
15.39%
Sale after best before
/ use by date
14.88%
Adulteration of food
Products
44.24%
Insurance
• Rejection of providing cashless service
Overview
The insurance industry that has been reeling under the
impact of macro-economic situations and low penetration
has a reason to cheer. The insurance companies have
seen a higher profit margin in financial year 2012-13, as
compared to the previous fiscal. Life insurance industry,
in particular, which has seen a slowdown in new
business premium collection, has also fared better in
terms of profitability.
With an annual growth rate of 15-20% and the largest
number of life insurance policies in force, the potential of
the Indian insurance industry is huge. According to
government sources, the insurance and banking
services‘ contribution to the country's gross domestic
product (GDP) is 7% out of which the gross premium
collection forms a significant part. The funds available
with the state-owned Life Insurance Corporation (LIC) for
investments are 8% of GDP.
Till date, only 20% of the total insurable population of
India is covered under various life insurance schemes,
the penetration rates of health and other non-life
insurances in India is also well below the international
level. These facts indicate the immense growth potential
of the insurance sector.
Frequently Occurring Problems are -
• Requested service not provided
• Less maturity amount paid than entitled
• Refusal of payment of money back policy
• Unsatisfactory redressal
Redressal System
Each insurance company has a designated grievance
redressal officer of senior management level. Insurance
companies also have a system and procedure for
receiving, registering and disposing off grievances in
each of its offices.
Tier 1 the Divisional or Zonal Office and Grievance
Redressal Officer (GRO) of the company concerned.
Consumer can lodge his/her complaint with IGMS portal
of IRDA to seek redressal of complaint.
Tier 2 through Insurance Ombudsman whose decision
on settlement is final and binding on the insurance
company. However, in case
The consumer is not satisfied with the amount and
the entitlement of the claim, he can make a
Comprehensive representation to the Insurance
Regulatory and Development Authority (IRDA)
Tier 3 entails approaching consumer courts.
• Delay in policy document delivery
• Non receipt of the claim amount
• Rejection of claim
• Non cancellation of the policy
Insurance - Major FOPs
Non receipt / partial receipt of the
claim
Wrong Promises by Agent / DSA
Rejection of Claim
15.72%
22.26%
11.25%
10.91%
Deficiency in Service
Delay in policy document delivery
9.16%
26.24%
4.47%
Other queries & complaints related
to Insurance
18
Legal
Overview
The Constitution of India guarantees protection of life
and personal liberty to one and all. It provides adequate
safeguards to fundamental rights against arbitrary
decisions. This section has detailed information about
various legislations, rules and regulations, legal
institutions, commissions and tribunals. You can also get
information about the Supreme Court, High Courts,
Subordinate Courts, Legal Aid, Profession, Alternative
Dispute Resolution (ADR) etc. Details of online services
and free legal aid schemes are also available. Related
documents and forms are provided in this section.
provide free legal services to the people and conduct Lok
Adalats in the States
National Legal Services Authority (NALSA)
NALSA issues guidelines for the State Legal Services
Authorities to implement the Legal Aid Programmes and
schemes throughout the country. Primarily, the State
Legal Services Authorities, District Legal Services
Authorities, Taluka/ Sub Divisional Legal Services
Committees, etc. have been assigned the task of
discharging the following two main functions on regular
basis:
i) To provide Free Legal Services to the eligible persons;
and
THE LEGAL SERVICES AUTHORITIES ACT, 1987
An Act to constitute legal services authorities to provide
free and competent legal services to the weaker sections
of the society to ensure that opportunities for securing
justice are not denied to any citizen by reason of
economic or other disabilities, and to organize Lok
Adalats so thatthe operation of the legal system
promotes justice on a basis of equal opportunity.
Be it enacted by Parliament in the Thirty-eighth year of
the Republic of India
LEGAL AID TO POOR
Article 39A of the Constitution of India provides for free
legal aid to the poor and weaker sections of the society
and ensures justice for all. Articles 14 and 22(1) of the
Constitution also make it obligatory for the State to
ensure equality before law and a legal system, which
promotes justice on the basis of equal opportunity to all.
In 1987, the Legal Services Authorities Act was enacted
by the Parliament, which came into force on 9th
November, 1995 to establish a nationwide uniform
network for providing free and competent legal services
to the weaker sections of the society on the basis of
equal opportunity. The National Legal Services Authority
(NALSA) has been constituted under the Legal Services
Authorities Act, 1987 to monitor and evaluate
implementation of legal aid programmes and to lay down
policies and principles for making legal services available
under the Act.
In every State, a State Legal Services Authority and in
every High Court, a High Court Legal Services
Committee has been constituted. District Legal Services
Authorities and Taluka / Sub Divisional Legal Services
Committees have been constituted in the Districts and
most of the Talukas / Sub Divisional, in order to give
effect to the policies and directions of the NALSA and to
19
ii) To organize Lok Adalats for amicable settlement of
disputes
Free Legal Services can be availed from:
1.
Supreme Court Legal Services Committee,109,
Lawyers Chambers, Supreme Court of India, New Delhi
for Supreme Court Cases.
2.
State Legal Services Authority
3.
High Court Legal Services Committee situated at
High Court Complex in every High Court for High Court
cases.
4.
District Legal Services Authority situated in the
District Courts Complex in every District.
ENTITLEMENT TO LEGAL SERVICES
Eligible persons for getting free legal services
1.
Women and children;
2.
Members of SC/ST
3.
Industrial workmen
4.
Victims of mass disaster, violence,
drought, earthquake, industrial disaster.
5.
Disabled persons.
6.
Person in custody
flood,
7.
Persons whose annual income does not exceed
Rs. 1, 00,000/- p.a.
Entitlement to Legal Services:
(1) Persons who satisfy all or any of the criteria specified
in Section 12 shall be entitled to receive legal services
provided that the concerned Authority is satisfied that
such person has a prima-facie case to prosecute or to
defend.
(2) An affidavit made by a person as to his income may
be regarded as sufficient for making him eligible to the
entitlement of legal services under this Act unless the
concerned Authority has reason to disbelieve such
affidavit.
Lok Adalats
Lok Adalat is a forum where the disputes/cases pending
in the court of law or at pre-litigation stage are
settled/compromised amicably. The Lok Adalat has been
given statutory status under the Legal Services
Authorities Act, 1987. Under this Act, an award made by
a Lok Adalat is deemed to be a decree of a civil court
and is final and binding on all parties and no appeal lies
against thereto before any Court.
The Legal Services Authorities Act, 1987 is an umbrella
legislation, taking into its fold the Alternative Dispute
Resolution Mechanism of Lok Adalats also. Over a
period of the last 20 years Lok Adalat has become a
time-tested method of alternative dispute resolution
mechanism, adopting the essence of the panchayati
system of dispute resolution prevailed in the Indian
villages. The national statistics relating to Lok Adalats
during the current year till September 2010 is as follows:
No. of Lok Adalats held : 60,981
No. of cases disposed of : 16,71,944
Lok Adalats are being organized by the Legal Services
Authorities/Committees on usual pattern i.e. under
section 19 of the Legal Services Authorities Act, 1987
and also for matters at pre-litigative stage, under the
guidance of NALSA.
Legal - Major FOPs
Address of Consumer Forum
How & Where Complaint Shall be
Filed ?
Delay in Proceeding & Decision
1.68%
3.95%
4.88%
1.22%
16.81%
7.42%
Address of Mediation Center
Delay in Execution
64.03%
Other Legal complaints & enquiries
20
Legal Metrology
•
The term "not a standard pack size" shall not be
used in any case.
•
All packages, including value based packages,
must bear the net quantity declaration.
Frequently Occurring
follows:
Overview:
Problems (FOPs)
are
●
Charging more than MRP
●
Increasing / smudging of MRP
●
Weighing less, less contents
●
Weighing sweets with box
●
Missing mandatory labeling information
●
Non- calibrated weighing scale and weights
●
Non-standard pack
●
Customer care phone not working
●
Controllers address
as
The responsibility in relation to Legal Metrology (Weights
& Measures) is shared between the Centre and the
States. Matters of national policy and other related
functions such as, uniform laws on weights & measures,
technical regulations, training, precision laboratory
facilities and implementation of the International
Recommendation are the concern of the Central
Government. The State Governments and Union
Territory Administrations are responsible for the day to
day enforcement of the laws..
Redressal System:
New Developments:
No longer - Non-standard Packs
Tier I: Dealer / manufacturer
A proviso to Rule 5 of the Legal Metrology (Packaged
Commodities) Rules, 2011 allowed the industry to ignore
the Second Schedule and pack commodities in any
quantity just by adding a declaration: Non-standard size
under the Legal Metrology (Packaged Commodities)
Rules, 2011.
Tier II: District Legal Metrological Officer or Controller,
Legal Metrology of State / Union Territory
These exemption stands withdrawn w.e.f 01.11.2012
vide notification no. GSR 426(E) dated 05.06.2012.
Rule 5 of the Legal Metrology (Packaged Commodities)
Rules, 2011 requires that commodities included in the
Second Schedule are packed in standard quantities as
mentioned in the Schedule. However, the listed
commodities may be packed in value based packets of
Re 1.00 to Rs. 10.00. (no fraction).
•
The Second Schedule include items such as
baby food, weaning food, biscuits, bread, butter, pulses,
coffee, tea, edible oils, vanaspati, ghee, milk powder,
detergent powder, atta, suji, salt, soaps, aerated soft
drinks, mineral water, drinking water, cement bags, paint.
•
Items not included in the Second Schedule may
be packed in any quantities.
21
Legal Metrology - Major FOPs
Charging more than MRP
Under weight pack/ Weighing Less/
Weighing Box
1.96%
2.45%
9.49%
7.00%
Weighing with faulty weights &
balance
Increasing / Smudging of MRP
Other complaints and enquiries
related to Legal Metrology
79.10%
Medical Negligence
Patient's Rights & Consumer Protection Act
Patient always worships to the Doctor. He even think
that Dr.‘s profession is a noble profession. But where a
doctor acts carelessly or knowingly in a manner, which is
not expected of a medical practitioner, then an action
under law of torts would be maintainable for negligence.
As a matter of fact , illiteracy, poverty and ignorant
amongst the common masses leads to victimization of
patients by the medical practitioners. The common man
is unknown about the medicine prescribed to him. At
time he lands up substitute medicine or consuming
expired medicine. Even than educated people are not
proper aware about the medical profession. Even than
very few % of common mass knows that what are the
duties of doctor to the patient and what are the common
rights of a patient against hospital /doctor. It may happen
that when a patient wants to obtain a second opinion
from a doctor, who might expose the wrong diagnoses of
the former doctor. But generally it happens that the 2nd
opinion of the doctor rarely disagreed in the diagnosis of
the former doctor, since both doctors are in same
profession, so they support each other to avoid any
controversy.
Duties of Doctors to the patient
(i) A doctor must always bear in mind the obligations of
preserving human life.
(ii) A doctor owes to his patient complete loyalty and all
the resources of his science. Whenever an explanation
or treatment is beyond his capacity, he should
(c) Receiving any money in connection with services
rendered to a patient other than a proper professional
fee, even with the knowledge of the patient.
(iv) Any Act, or advice which could weaken the physical
or mental resistance of a human being may be used only
in his interest.
(v) A doctor is advised to use great caution in divulging
discoveries or new techniques of treatment.
(vi) A doctor should certify or testify only to that which he
has personally verified.
Consumer Responsibilities
In addition to outlining consumer rights for health care,
the Advisory Commission on Consumer Protection and
Quality in the Health Care Industry has also outlined
guidelines for the responsibilities that the consumer has
with regard to his own healthcare. The responsibilities
outlined are ways that the consumer can work together
with the health care provider to achieve the best quality
health outcome.
Take responsibility for maximizing healthy habits,
such as exercising, not smoking, and eating a
healthy diet.
Become involved
decisions.
in
specific
health
care
Work collaboratively with health care providers in
developing and carrying out agreed-upon
treatment plans.
summon another doctor who has the necessary ability.
Disclose relevant information
communicate wants and needs.
(iii) A doctor shall preserve absolute secrecy on all he
knows about his patient because of the confidence
entrusted to him.
Use the health plan's internal complaint and
appeal process to address concerns that may
arise.
(iv) A doctor must give emergency care as a
humanitarian duty unless he is assured that others are
willing and able to give such care.
Avoid spreading disease knowingly.
Duties of Doctors in General
(i) A doctor must always maintain the highest standards
of professional conduct.
(ii) A doctor must practice his profession uninfluenced by
motives of profit.
(iii) The following practices are deemed unethical :
(a) Any self-advertisement except such as is expressly
authorized by the National Code of Medical Ethics
(b) Collaborating in any form of medical service in which
the doctor does not have professional independence.
and
clearly
Recognize the reality of risks and limits of the
science of medical care and the human fallibility
of the health care professional.
Be aware of a health care provider's obligation to
be reasonably efficient and equitable in providing
care to other patients and the community.
Become knowledgeable about his or her health
plan coverage and health plan options (when
available) including all covered benefits,
limitations and exclusions, rules regarding use of
information, and the process to appeal coverage
decisions.
Show respect for other patients and health
workers.
22
Make a good-faith effort to meet financial
obligations.
●
If there is criminal type complaint then the affected
consumer can file complaint with the local Police
Station. However, expert opinion will be required to
register any police complaint.
●
He can file a case with the Consumer Forum/
Commission, Civil Court and Criminal Court as the
case may be, for seeking damages arising out of
wrong treatment or removal of sensitive body parts
during operation.
●
If there is a case of death of patient in hospital
/Nursing Home then first he should file a police
complaint and after that postmortem should be
conducted of dead body.
Abide by administrative and operational
procedures of the health plans and health care
providers.
Report wrongdoing and fraud to appropriate
resources or legal authorities.
Redressal System in Medical Negligence
When a consumer has any complaint / grievance
against a Doctor/ Hospital (either Government or Private
Hospital) or Nursing Home, he can follow this process for
redressal:●
He should first take a second opinion from a doctor
having expertise in the same field.
If the opinion indicates a case of negligence, he should
send his complaint to the Medical Superintendent (M.S)
of the concerned Hospital with copy to Chief Medical
Officer (CMO)/ Civil Surgeon of his area.
●
If there is no reply or he is not satisfied with the
reply of the concerned official then he should send
his complaint to the State Medical Council of his
area. (there are no charge applicable)
●
If he is not satisfied with reply of SMC then he can
send his complaint to the Medical Council of India.
MCI will charge Rs. 500/ – as processing fee.
Medical Negligence - Major FOPs
Poor treatment
Deficiency in Services
Treatment not effective
31.08%
Wrong Diagnosis
3.60%
Death of Patient
6.83%
Complaint against Laboratory
6.61%
Doctor Extending the treatment
Other complaints on Medical
Negligence
23
1.35%
2.10%
9.91%
21.02%
17.49%
LPG/PNG
Three Public Sector Undertakings (PSUs) namely IOCL
(Indane Gas with their Subsidiary IBP), HPCL (HP Gas)
and BPCL (Bharat Gas) are the main suppliers of
Domestic LPG gases in cylinder to the customers. CNG
produced by Gas Authority of India Ltd.(GAIL) is
distributed by Indraprastha Gas Ltd.(IGL) in Delhi
Region. M/s. IGL is also responsible for running CNG
filling stations and provide domestic cooking gas through
pipeline. In Mumbai IGL in collaboration with BG gas
supplies PNG through pipeline & CNG to consumers .
Through Notification Govt. has reduced the number of
domestic subsidized cylinder to nine numbers to the
consumers
Frequently Occurring Problems are:The average number of complaints received at NCH
against LPG distributors is generally range from 400 to
500 per month. The major complaints from the users of
LPG are as follows:
●
To get a new connection, customers need to
overcome a number of hassles. Dealers insist the
customers purchase various appliances (like gas
stoves, rubber hoses and other allied accessories)
●
Delay in supplying gas cylinder is a chronic
problem. Dealers do not entertain the phone calls
and do not register the customers‘ booking.
●
Gas cylinder less than prescribed weight.
●
Tedious formalities
connection.
in
booking
a
new
gas
Complaints against domestic supply of PNG are
negligible. However, the complaints received at NCH fall
under the following FOPs:●
Refusal for registering complaints by the dealers.
●
Abnormal delay in getting new connection
●
Billing problem
●
No appropriate complaint registering center
(CRC). Delay in Response time or not attending
the complaints at all etc.
Advocacy:
NCH has taken up the initiative to link all the customer
care executives of PSU companies dealing with
consumer grievances. HPCL has provided a dedicated
site (CMS- Complaint Management system) where NCH
log complaints of consumers for online redressal instead
of forwarding to the Nodal officer. Domestic use of LPG
is covered under Essential Commodities Act, it requires
the cylinder has to be delivered at home within 48 hours
of booking . However, the complaints are in abundance
where delay in delivery is spread over one week to one
month. Some activists have invoked the RTI Act
successfully to shake up the oil PSUs and the gas
agencies.
Redressal System
I Tier – PSU Oil Companies have provided their own
network system to handle consumer grievance spread
throughout the country. Each company has circulated
their own IVRS which are applicable throughout all metro
cities. State-wise Regional Customer care centers exist
where grievances can be lodged. IGL has a 24 hrs
customer care centre. Emergency telephone numbers
are provided by the agencies at various places.
II Tier – Complaint can be sent to the nodal officer of the
Ministry of Petroleum & Natural Gas . The Petroleum and
Natural gas Regulatory Board (PNGRB) is the regulator
in this area. It is pay attention to regulation for consumer
complaints.
III Tier – As a last step to approach the Consumer
Forum.
LPG/PNG- Major FOPs
Delay in Delivery
Delay in getting new / DBC
Connection
Underweight
3.20%
Not getting
subsidized cylinders
3.69%
Compelled to buy Gas stove and
other items
Overcharging
Delay in / Not
Transfering the
Connection
2.43%
Overcharging
5.27%
Not getting subsidized cylinders
Underweight
Connection blocked
with lame excuses
2.64%
Compelled to buy
Gas stove and other
items
5.29%
Other Complaints
and enquires
26.55%
Connection blocked with lame
excuses
Delay in / Not Transfering the
Connection
Other Complaints and enquires
Delay in getting new
/ DBC Connection
10.61%
Delay in Delivery
40.33%
24
Postal
Overview:
Postal Department with its 1,54,149 post offices all over
India is one of the largest service providers in India . As
the largest postal service provider, it covers
multidisciplinary functions like (i) Mail services (ii)
Financial services (iii) Savings Bank Services (iv) Retail
services (v) Bulk mail services to corporate sector (vi)
Express parcel services (vii) Logistic Post – B2B Express
Distribution (viii) India post Forex services . India-Post
under Universal Service Obligation distributes around
3000 million pieces of unregistered ordinary mail per
year to the remotest corner of the country. Other
premium services like bulk mail, e-payment, sale of
mutual fund, mail pick-up services for speed post and
dispatching, and cargo service to the corporate houses
are also provided. In order to handle such huge mail,
some deficiency in services and frequent occurring
problem faced by the consumers are listed below. On an
average NCH receives 100 to 200 complaints per month
against the Postal Department.
.
2. Post office SB cheques are dishonored even when
there is enough credit balance. How to resolve
the problem?
3. What are the ways to claim compensation when
tampered parcels are received?
4.
Advocacy: Time to time Consumer grievances received
at NCH are apprised to the Department.
Correspondences were made with Dak Bhawan
(Director/PG and ADG/PG ) .
Quality Control Steps:
Complainants at NCH are provided updated and focused
information regarding complaint centers headed by
SSPO and CPMG in each state to redress their
grievance. For redressal of Speed Post complaints India
post has posted Speed post Managers in every center in
the States. They are assigned to look after the problems
of speed post customers.
Redressal System
Frequently Occurring Problems are:The complaints received at NCH pertaining to both
postal operations and the financial services provided by
the Postal Department. The complaints received
pertaining to the operations are:-
I Tier: Complaints are to be registered first at the
concerned processing Post Office.
II Tier:
(i) Can complain to SSPO of Customer Care Center
of the Circle/Zonal Area
1. Delay in mail delivery or not delivered
(ii) Chief Post Master General (CPMG of the
concerned State.)
2. Delay or non receipt of Money Order
3. Delay in or misplaced registered letter
(iii) At the central office to DDG (PG), DAK Bhawan.
4. Delay or non receipt of speed post letter
5. Non receipt or delay in delivery of Parcels.
Complaints at NCH are also received related to the
Financial Services provided by the Department and the
major FOPs under this head are
III Tier: Can proceed to Consumer Forum.
Postal - Major FOPs
Not delivered
5.99%
6.71%
Late Delivery
1. Difficulties in opening Saving Account
2. Problem in getting maturity value of
Insurance.
Postal Life
Unsatisfactory services
Misplaced speed post
4. Non availability of Postal Orders/stamps etc. in
rural post offices.
Non-receipt of Money Order
6. Delay in Transfer of Saving account from one city
to another.
Consumers also contact NCH for queries on the postal
and financial services which may include:- :
1. Is there any system to compensate for loss or
delay in receiving speed post?
25
20.75%
3. Delay in clearing local cheques
5. Not crediting interest in MIS scheme.
12.16%
2.95%
19.32%
Other Postal complaints & enquiries
32.11%
Public
Distribution
redressal
moves
at a very slow pace.System
Some States also distribute additional items of mass
consumption through the PDS outlets such as cloth,
exercise books, pulses, salt, tea, etc. PDS evolved as a
major instrument of the Government‘s economic policy
for ensuring availability of food grains to the public at
affordable prices as well as for enhancing food security
for the poor. PDS is operated as a joint responsibility of
the Central and the State Governments. The Central
Government has taken the responsibility for
procurement, storage, transportation and bulk allocation
of food grains, etc. The responsibility for distributing the
same to the consumers through the network of Fair Price
Shops (FPS) rests with the State Governments. PDS is
controlled by Public Distribution System (Control) Order
2001 under Essential Commodities Act, 1955. The
upcoming Food Security Bill in the Parliament proposes
reforms to the Targeted Public Distribution System
Overview:
Frequently Occurring Problems (FOPs) are as
follows:
The Public Distribution System (PDS) relates to
distribution of essential commodities to a large number of
people, mainly weaker sections of the society, through a
network of Fair Price Shops (FPS) on recurring basis.
1. Providing less quantity / adulterated stock
The major commodities covered under PDS are as
follows: -
4. Shopkeeper not providing ration on time
●
Wheat
●
Rice
●
Sugar
●
Kerosene
2. Black marketing
3. Problem with Ration Depot
5. Unsatisfactory Redressal
Complaint Redressal System:
Tier I: Fair Price Shop owner
Tier II: Food & Supply Officer of District or Department of
Food & Civil Supplies of State / Union Territory
Public Distribution System - Major FOPs
Enquiry about Issurance of Ration
Card
Shopkeeper Not Providing Ration
Shopkeeper Not
Providing Ration
19.52%
Providing Less
Quantity
16.29%
Providing Less Quantity
Applied for ration card but not
issued
Problem With Ration Depot
Enquiry about
Issurance of Ration
Card
20.21%
Complaint Against PDS
Other Complaints
21.31%
Applied for ration card
but not issued
10.79%
Problem With Ration
Depot
6.25%
Complaint Against
PDS
5.64%
Other Complaints
26
Real Estate
Although Ministry of Urban Development has already
recommended to the Govt of India to consider setting up
of Regulatory Authority in the Real Estate Sector as in
the case of some other sectors like Banking, Telecom
,Insurance, Stock investments etc., but there is no
progress in this matter so far.
Frequently occurring problems are:
Common mass believes on fake advertisement given by
Developers / Builders in their favour. For their need here
consumer think, it is proper time to achieve a better
property on reasonable rates , on the basis of fake
advertisement. Consumers in general have poor
knowledge of the intricacies involved in Real Estate
business and are accordingly prone to exploitation. So
consumers are victimized due to their lack of knowledge
of the Real Estate Business. The second reason for
exploitation is that there is a wide gap between the
demand and availability of property, Flats /plot etc Thus
the consumer feels exploited by the Builder /Developer.
The first tier redressal is through bipartite negotiations
and in the absence of the 2nd tier (Regulatory Authority
),the aggrieved consumers are left with no alternate
except approaching the courts, which are already overloaded, costly, time consuming and cause delay in the
disposal of cases leading to a lot of harassment to the
consumers.
27
●
False assurances about provision of various
facilities/amenities.
●
Clandestine sale of disputed properties, which do
not have a clear title
●
Unbalanced agreement between Builder and buyer
●
Charging of more money than agreed.
●
Clandestine sale of disputed properties that do not
have a clear title.
●
Delays in handing over possession even after
making full and final payments
●
Wrong measurements and usage of sub- standard
materials.
●
Violation of Hon‘ble Supreme Court of India order
for not charging parking fees, Developers are still
compelling purchasers to pay the same
Redressal System in Real Estate Sector
The aggrieved investor/consumer should send a written
complaint to Builder / Developer by Speed post after
keeping a copy of the complaint with him .His record will
help him in legal proceedings
If there is no response or he is not satisfied with the
response, then he should give a notice to the Builder /
Developer for the legal action. After that he can file his/
her case with the Forum / Commission as the case may
be and finally the civil courts for redressal of his
complaint.
Telecom
Financial Year 2012-13 has been an extremely eventful
year for Telecom as well as broadcasting.
Some of the major developments in the telecom
sector during the last year are: Mobile Number Portability (MNP): NCH & VOICE was
called upon to suggest changes in MNP regulations for
corporate consumers which were than implemented.
Penalties were also introduced to ensure compliance.
Mobile Number Portability (MNP) has emerged as the
most potent tool in the hands of Telecom consumers in
demanding improved services – Almost 9 crore MNP
requests till 31st March 2013. Advocacy paper was also
submitted for National MNP.
Telecom - Major FOPs
TELECOM - Unfair Deductions
TELECOM - Activation of Unsubscribed
Services
TELECOM - Inflated Bills / Overcharging
TELECOM - Wrong Promises
7.31%
11.02%
6.58%
TELECOM - Disconnection Without Intimation
TELECOM - Unsatisfactory service
5.58%
12.16%
4.88%
TELECOM - Network Problem
TELECOM - Delay in Activation
3.69%
TELECOM - Requested Service Not Provided
3.55%
3.19%
TELECOM - Required top up value not
provided
TELECOM - Deduction Without Any VAS
2.79%
31.86%
2.64%
TELECOM - Unsatisfactory Redressal
2.29% 2.48%
TELECOM - Disconnection Dispite Verification
Docs
Unsolicited Commercial Calls (UCC): Regular
feedback to TRAI and DOT provided by NCH & VOICE
have lead to major modifications in regulating Unsolicited
Commercial Calls. TRAI has not only put penalties for
every complaint found to be correct but also
disconnection of all telecom resources for repeat
offenders. Finally this menace has been controlled and
we can at least partially claim the credit for it.
BROADCASTING through 2012-13
Tariff: Tariffs for premium services, blackout days as
well as service charges for various vouchers were
finalized by TRAI
Media Ownership: A detailed note was submitted to
TRAI as well as MUB as well as VOICE participated in
the Open House discussions on this important subject.
Consumers Complaint Redressal: After repeated
representations about the CONSUMERS COMPLAINT
REDRESSAL system was further strengthened by TRAI
involving CAGs .
Mobile Tower Emission: A representation was
submitted to the Parliamentary Standing Committee on
EMF emission regulation from Mobile towers.
Other telecom complaints & queries
DAS: QOS and other regulations for Digital Access
System (DAS) for cable TV were strengthened through
continuous interaction with TRAI.
Duration of Advertisements on TV channels: VOICE
actively participated in putting consumer‘s perspective in
writing as well as in seminars and open house
discussions thereby ensuring that the present limits are
sustained.
DTH / Cable - Major FOPs
Service not provided
Delay in Installation
2.43%
2.87%
4.56%
Signal not clear
5.18%
Quality of Services (QOS): Representations were
submitted on QOS requirements for mobile data
services, broadband services and need for penalties for
not adhering to prescribed parameters.
Faulty set top box
1.14%
14.37%
5.70%
Unfair deduction
5.73%
Non activation of subscribed plan
Change of plan without consent
8.89%
nflated bills/Overcharging
49.14%
Service barred/ discontinued
Other DTH/ Cable complaints &
enquiries
28
Enhancing the reach of Convergence @ NCH
Although NCH has the mandate to offer telephonic
advice, information and guidance to consumers across
the country, it has been extending support to the
customers as also the service providers through its
Convergence initiative in first phase and was popularized
and has become a known name in corporate India which
are dealing with consumer products and services
NCH has been actively pursuing the Convergence
process over the last few years, and has enrolled the
voluntary participation of over 190 active companies/
organizations including Banks, NBFCs, Insurance,
Telecom, Electricity, Couriers, Consumer Durables and a
variety of other products and services. Under the
convergence model, this is a potential alternate dispute
redressal mechanism, NCH partners with companies
who adopt a proactive approach to efficient consumer
complaint resolution. We achieved a target of 200 plus
companies by the end of this year.
It shares with them online data on complaints which pour
in at NCH, to facilitate free, fair and fast redressal
through participative cooperation. Under this process
NCH sends the requisite details by email to the
designated authority that addresses /redress the
grievance and revert by sending feedback to both the
consumer and NCH, as a two way process. The
resolution percentage works out to be around 70% of the
complaints sent.
Thus NCH acts as a bridge in building symbiotic
synergies between consumers and the service providers.
We hope to develop this system in the 3rd phase in a
robust
manne
r.
29
Convergence @ NCH, an Avenue available to the
masses consumers of India! It is a process which
emulates the concept of corporate willingness to address
the complaints / grievances of their customers.
NCH has invited the entire manufacturer, service
providers who are dealing with consumer goods and
services to be a part of a robust consumer grievance
mechanism between Companies and NCH to deescalate the customer‘s grievances. We facilitate
companies to get back to their consumer vice versa
consumer to the respective companies.
Convergence is the exploratory example of how
technology helps in changing the scenario of Indian
consumers. The IT is making the path of Indian
consumers easy and giving corporate the opportunity to
listen to their consumer. It has created a platform for
people all over India to collaborate and communicate
with less friction and more ease.
Online Complaint Handling System
National Consumer Helpline has established its web site
with online complaint handling system for providing an
interface between consumers and brands / companies
under convergence with NCH which would facilitate the
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
the
companies
and
then
companies
can
put
their
remarks
and
resolutions,
which are
accessible
to
the
consumers.
List of companies enrolled under Convergence
Convergence @ NCH
S.No Banking Sector
. 1
Axis Bank
S.No. Manufacturing Companies
53
Acer India Pvt Ltd.
S.No Automobiles
.129 Bajaj Auto Ltd.
2
Bank of Baroda
54
Adidas India Marketing Pvt. Ltd.
130 BSA Motors
3
Barclays Bank PLC
55
Aero Club (Woodland India)
131 Eicher Motors Ltd.
4
Canara Bank
56
Amaraja Batteries Ltd.
132 General Motors India Pvt.Ltd.
5
Citi Bank
57
Apollo Tyres Ltd.
133 Hero Motors Ltd.
6
Deutsche Bank PBC India
58
Bajaj Electricals Ltd.
134 Honda Motorcycle & Scooter India Pvt. Ltd.
7
Development Credit Bank Ltd.
59
Bata Shoe Company Private Ltd..
135 Honda Siel Cars India Ltd.
8
HDFC Bank Ltd.
60
Beetal
136 Hyundai Motor India Ltd.
9
HSBC Ltd.
61
Carrier Airconditioning & Refrigeration Ltd.
137 India Yamaha Motor Pvt Ltd.
10
ICICI Bank Ltd.
62
Colgate Palmolive India Ltd.
138 Mahindra & Mahindra Ltd.
11
IDBI Bank Ltd.
63
Dataw ind Ltd. ( Akash Tablet)
139 Royal Enfield (A Unit of Eicher Motors Ltd.)
12
Indus Ind Bank
64
Dell India Pvt. Ltd.
140 Skoda Automobiles Ltd.
13
ING Vysya Bank Ltd.
65
EKL Appliances Ltd.
141 TATA Motors
14
Kotak Mahindra Bank Ltd.
66
Epson India
142 TVS Motor Company
15
Punjab National Bank
67
ETA General India Ltd.
143 Yo Bikes ( Electrotherm India Ltd)
16
RBS N.V
68
Eureka Forbes
17
Standard Chartered Bank
69
Exide Industries Ltd.
145 Yebhi.com
18
Union Bank of India
70
Fedders Lloyd Corporation Ltd.
146 Flipkart.com
19
Yes Bank
71
Godrej & Boyce Manufacturing Company Ltd.
147 AVA Merchandising Solutions Pvt. Ltd.
Telecom
72
Gujarat Cooperative Milk Marketing Federation (Amul)
148 Compact International (Deals 4 All)
20
Aircel Ltd.
73
Haier Appliances (India) P. Ltd.
149 eBay India Private Ltd.
21
Bharti Airtel Ltd.
74
HCL Infosystems Ltd.
150 Future Bazaar India Ltd.
22
IDEA Cellular Ltd.
75
Hew lett-Packard Company
151 Indiatimes.com
23
Mahanagar Telephone Nigam Ltd. ( MTNL, Delhi)
76
Hindustan Unilever Ltd.
152 Lets Buy.com
24
Mahanagar Telephone Nigam Ltd. (MTNL, Mumbai)
77
Hitachi Home & Life Solutions (India) Ltd.
153 100bestbuy.com
25
Matrix Telecom
78
HTC India Ltd
154 MakeMyTrip India Pvt. Ltd.
26
Reliance Communications Ltd.
79
IFB Industries Ltd.
155 Myntra.com
27
Sistema Shyam TeleServices Ltd.. (SSTL), MTS
80
Intex Technologies (India) Ltd.
156 Naaptol.com
28
Tata Docomo
81
Ion Exchange (India) Ltd. (Zero B)
157 Rediff.com India Ltd.
29
Tata Tele Services Ltd.
82
Karbonn Mobiles
158 STAR CJ Netw ork India Pvt. Ltd.
30
Uninor India - Unitech Wireless Pvt. Ltd
83
Kent RO Systems Ltd.
159 Snapdeal.com
31
Vodafone Essar Ltd.
84
Khaitan Electricals
160 Telebrands India
Broadband
85
Kingtech Electronics (India) Pvt. Ltd. (G Five Mobiles)
161 Travelguru.com
32
Sify Technologies Ltd.
86
LAVA International Ltd.
162 TV18 Home Shopping Netw ork Ltd.
33
Tikona Digital Netw orks
87
Lenovo India Pvt.Ltd.
163 TVC SKY SHOP Ltd.
Broadcaster
88
LG Electronics India Pvt. Ltd.
164 Yatra Online Pvt. Ltd.
34
Airtel Digital TV
89
Luminous Pow er Technologies Ltd.
35
Dish TV India Ltd.
90
M&B Footwears Pvt. Ltd. (Lee Cooper)
165 Aegon Religare General Insurance
36
Bharat Business Channel Ltd. (Videocon D2H)
91
Madura Fashion Lifestyle
166 Apollo Munich Health Insurance Company Ltd.
37
Reliance BIG TV Ltd.
92
MAXX Mobile Communications Ltd.
167 Aviva Life Insurance Company India Ltd.
38
SUN Direct TV (P) Ltd.
93
Meridian Mobiles Pvt. Ltd. (FLY Mobiles)
168 Bajaj Allianz General Insurance Company Ltd.
39
Tata Sky Ltd.
94
Micromax House
169 Bajaj Allianz Life Insurance Company Ltd.
Electricity
95
Microtek House
170 Bharti AXA General Insurance
40
BSES - Rajdhani Pow er Ltd.
96
Moser Baer India Ltd.
171 Bharti AXA Life Insurance
41
BSES - Yamuna Pow er Ltd.
97
Motorola India Pvt. Ltd.
172 Birla Sun Life Insurance
42
North Delhi Pow er Ltd. (NDPL)
98
Nike India
173 Future Generali
Publication
99
Nokia India Pvt. Ltd.
174 HDFC ERGO General Insurance Company Ltd.
E-Commerce
Insurance
43
The India Today Group
100
Onida House, MIRC Electronics Ltd.
175 HDFC Standard Life Insurance Company Ltd.
44
Consumer VOICE (Voluntary Organization in Interest of
Consumer Education)
101
Orient Fans (Props: Orient Paper & Industries Ltd.)
176 ICICI Lombard General Insurance Co. Ltd.
Courier
102
Panasonic India Pvt. Ltd.
177 ICICI Prudential Life Insurance Company Ltd.
45
Blazeflash Couriers Ltd.
103
Pantel Technologies Ltd.
178 IDBI Federal Life Insurance
46
DTDC Courier & Cargo Ltd.
104
Philips India Ltd.
179 IFFCO-Tokio General Insurance
47
First Flight Couriers Ltd.
105
Pratham telecom Pvt Ltd.. (Sagem)
180 ING Vysa Life Insurance Company Ltd.
48
Trackon Couriers Pvt Ltd.
106
Red Chief (Leayan Global Pvt. Ltd.)
181 Kotak Mahindra Old Mutual Life Insurance Ltd.
Shares & Securities
107
Reebok India
182 Max Bupa Health Insurance Co. Ltd.
49
Indiabulls Securities Ltd.
108
Samsung India Electronics Ltd.
183 Max Life insurance Co. Ltd.
50
Religare Securities Ltd.
109
Singer India
184 Metlife Insurance
Travel & Tours
110
Sleepw ell Mattresses
185 MS Cholamandalam General Insurance
Mahindra Holidays & Resorts India Ltd. (Club Mahindra)
111
Sony Ericsson Mobile Communications India PVT. Ltd.
186 New India Assurance Co. Ltd.
Petroleum & Natural Gas & LPG
112
SONY India Pvt. Ltd.
187 Reliance General Insurance Co. Ltd.
Indraprastha Gas Ltd.
113
Spice Mobility Ltd.
188 Reliance Life Insurance Company Ltd.
114
Spice Retail Ltd.
189 Royal Sundaram Alliance Insurance Company Ltd.
115
Sports Lifestyle Pvt Ltd. (Lotto shoes)
190 SBI Life Insurance Company Ltd.
116
SU-KAM POWER SYSTEMS Ltd.
191 Sri Ram Life Insurance Co. Ltd.
117
Sunflame Enterprises Pvt Ltd.
192 Sriram General Insurance Co. Ltd
118
Super Cassettes Industries Ltd.. (T-Series)
193 Star Heath & allied General Insurance Co. Ltd.
119
Symphony Comfort Systems Ltd.
194 Tata AIG General Insurance Company Ltd.
120
TITAN INDUSTRIES Ltd.
195 Tata AIG Life Insurance Company Ltd.
121
Toshiba India Pvt. Ltd.
196 Universal SOMPO General Insurance
122
TTK Prestige Ltd.
123
Usha International Ltd.
197 Bajaj Auto Finance Ltd.
124
Videocon Induries Ltd. (Cover Videocon appliances , Akai,
Sansui, Kenstar & Hyundai)
198 Barclays Investments and Loans (India) Ltd.
125
Videocon Industries (Mobiles)
199 Birla Sun Life Asset Management Company Ltd.
126
Voltas Ltd.
200 CitiFinancial Consumer Finance India Ltd..
127
Whirpool India Ltd.
201 ICICI Home Finance Pvt. Ltd.
128
Zen Mobiles
202 IDBI Home Finance Ltd.
51
52
NBFC
203 Mahindra & Mahindra Financial Services Ltd.
204 Reliance Capital Ltd.
205 Tata Motors Finance Co. Ltd.
30
Research Initiatives
Socio-Economic Profile of Callers
Social Economic Class of Callers @ NCH
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 socioeconomic class and is now commonly used as a base for
market segmentation.
The widely accepted SEC Classification has been used
to classify callers calling the National
Consumer
helpline, to give an insight into their profile. A short
questionnaire (the same used by MRSI and MRUC) ) is
asked and the details of callers, who give their details
voluntarily, are recorded. The details are used to obtain
the SEC class to which each caller belongs.
The Media Research Users‘ Council (MRUC) and the
Market Research Society of India (MRSI) unveiled a new
Socio-Economic Classification (SEC) system in May
2011, under which all Indian households are classified.
The system classifies Indian households 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, it has become
imperative to look at a single SEC classification system
for both urban and rural India
The SEC Classification was done for 20715 Callers for
the year 2012-13.As can been seen from the table
below, most of the callers falls in the upper strata of the
Classification. The callers belonging to the top 5 strata
i.e. A1, A2, A3, B1 & B2 comprise of all most 79 % of all
20715 callers. Rests of the callers (21%) belongs to the
economic sections with Average Monthly Household
incomes equals or lower than Rs. 3986.
Class
Total
A1
A2
A3
B1
B2
C1
C2
D1
D2
E1
E2
E3
Total
3784
4968
3585
2117
1886
1269
809
1052
637
440
147
21
20715
Average Monthly
Household Income
(in Rs.)*
16849
9122
6663
5747
4798
3986
3413
2987
2391
1955
1607
1348
SEC CLassification of Callers April 2012 - March 2013
6000
4968
5000
No. of Callers
4000
3784
3585
3000
2117
2000
1886
1269
809
1000
1052
637
440
147
21
E2
E3
0
A1
31
A2
A3
B1
B2
C1
C2
D1
Socio Economic CLassification
D2
E1
Research Initiatives
Consumer Detriment
consumer loss
–
A
concept
to
identify
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
“Detriment” is termed as “loss sustained by or
damage done to a person or thing” and “consumer”
as “a user of and article or commodity, a buyer of
goods and services.”
Definitions of “Consumer Detriment”
There is no universally accepted definition of the term
―consumer detriment‖ in the literature. The Office of Fair
Trading (OFT), London has given the following definition:
―Consumer detriment is the loss in consumer surplus
that consumers experience due to the presence of
imperfect information. That is, the consumer detriment is
taken as the difference in consumer surplus between a
situation where consumers are fully informed and a
situation where consumers' information is imperfect.‖
Consumer detriment falls into two broad categories,
which we label ―personal detriment‖ and ―structural
detriment‖.
Consumer Detriment for the year 2012-13
Apr - June 2012,
11,73,19,192
Jan - Mar 2013,
17,14,91,233
Apr - June 2012
July -Sept 2012
Oct - Dec 2012
July -Sept 2012,
8,99,58,398
Oct - Dec 2012,
15,67.92,270
Jan -Mar 2013
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 organisation. 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. at NCH,
we consider only the direct, measurable financial loss in
specific sectors for fresh complaints. We are considering
only Personal Detriment and have ignored the nonfinancial aspects of Personal Detriment.
NCH has started this study from January 2012. The
following tables show the consumer detriment from April
2012 to March 2013 (Sector wise) .
Sr. No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Sector /Category
Real Estate
Products
Insurance
E-Commerce
Automobiles
Banking
Travel & Tours
Medical Negligence
LEGAL
Electricity
Postal
Education
Telecom
Placement Agency
LPG/PNG
Airlines
Railways
Courier /Cargo
Weights & Measures
Packers & Movers
Drugs & Cosmetics
DTH / Cable
Other Services
Food
Consumer Detriment
414448146
46474312
17090830
16692575
9301081
8490075
6442094
4829750
2830488
2100138
1673979
1663747
1512582
697734
507866
214994
176871
145331
127210
70740
32493
21291
9320
7447
32
Information Technology Deployed at NCH
Creativity is just connecting things. When you ask creative people how they did something, they feel a little
guilty because they didn't really do it, they just saw something. It seemed obvious to them after a while. That's
because they were able to connect experiences they've had and synthesize new things.
- Steve Jobs
NCH integrates Information technology with a highly
versatile knowledge base, database management
system, and relevant hardware and software systems.
CTI- Computer Telephony Integration is coupled with
efficient use of telecom facility, Internet connections
using LAN and WAN, implementation of various software
solutions required for automating the NCH CRM Frontend and Backend. It also involved development of a
website portal for disseminating information about NCH –
www.nationalconsumerhelpline.in which has the added
feature of integrating and managing complaints and
resolutions. With all this, NCH is utilizing the latest IT
tools available to provide an efficient contact centre
solution. This process goes through continuous
reengineering to retain the objective of providing a
consumer helpline support to the Indian consumers in
the most efficient manner.
Distinctive features of the IT deployed at NCH
NCH
Provides World
Class
Standards
associated with a Telephonic Helpline.
common technical infrastructure with the help of the
following components:
1. Contact Center Solution (IVR, ACD, CRM, CCM)
2. CISCO Router & Switches.
3. IBM Server / PCs and Plantronics Dial pad and
Headsets.
4. SMS Modem, Emailing System.
5. IMac System for Design and Development.
6. Windows 2K3 Server, SQL Server 2008 etc.
A dedicated Digital PRI (ISDN) line of MTNL via
telephone number 27006500 is implemented for better
efficiency and throughput. Digital version of Dialer
system and NCH CRM interface collectively forms a
means of disseminating calls at agents end via ACD, IVR
, Voice recorder channels and docket generation,
information retrieval from vast knowledgebase database
system, SMS and
Email sending as an
acknowledgement to the consumer for better consumer
relationship and their satisfaction.
ACD (Automatic Call Distribution) system for
routing of calls
IVR (Interactive
implemented
Voice
Response)
system
Data base Management System
Last year, NCH initiated the task of developing a
common platform for online grievance submission by
complainants and providing the interface for service
provider to retrieve the dockets report and incorporate
their comments /resolution/ feedback to redress the
same online. This facilitates consumer grievance
handling & redressal services and also to check for
action taken by the service provider on their complaints
reported to them online.
Customized reports to monitor critical processes
hourly/daily/monthly, or any defined frequency.
The Complaint Management System has various
modules as:-
Call reports to monitor efficiency of individual
counselors.
1.
Complaint Handling and Management Panel for
submission of complaints on-line, which can be filtered
and accessed by the service providers.
Proprietary
Software
developed
and
implemented
for
Consumer
Relationship
management ( CRM) – docket creation
Customised SMS and E-mail management
Quality monitoring by call barging facility
All the above technology leads to a high quality of
service delivered
NCH is well equipped with adequate telecom facilities,
Internet access and wide database spectrum. All these
facilities are geared up in order to provide voice based
information, assistance and the logic for inbound call
primarily based on an IVR led Agent for resolution of
incoming calls landing on a Dialogic card communication
system, the entire operation is serviced through a
33
Online Complaint Management System
2.
The Business house is able to update the
complaints with their feedback
3.
Complainant can see the status of solved /
unsolved complaint on-line through their respective
complaint docket number.
4.
Mechanism for user review and feedback on the
services/service provider, product etc.
NCH MobiApp – A Smart Phone based mobile app
Software
NCH conceived the idea of development of Mobile app
software as an extension of its helpline services; as in
today's fast paced and dynamic world, where people
want their demands to be fulfilled instantly and also wish
to acquire information in mobility forms in the least time
possible. Also mobile has become a day to day utility
device which a person prefers to use anywhere at any
point of time as per his preference and choice for various
day to day activities. NCH Mobile app will serve all this
purpose and would fill this gap.
NCH branded Mobile application as ―NCH MobiApp‖ the
icon of the app is the JAGOGRAHAKHAO Logo. NCH
provide all inputs to make this app consumer friendly and
easy to use. The overall design, architecture / layout and
database back end, deployment architecture and coding
methodology is analyzed and planned by NCH and it was
decided to develop this app using cross platform
development tools so that the app is made available on
multiple platforms..
NCH is developing smart phone based mobile app for
Consumer Enquiry System and Complaint Redressal
System for Various Products and Services. This will
enable consumers to file their grievances directly for any
brand / service providers and provide an interface for
Product and services information system which will serve
consumers seeking information about particular
consumer durable products / services that the consumer
is contemplating to purchase or enquire about.
National Consumer Helpline (NCH) has built a
mechanism of providing an automated system for advice,
guidance and information to all aggrieved consumers
and a kind of responsive and intelligent system by
implementing a vast knowledgebase database available
in the call centre software implemented at NCH via
Mobile app serving pan India.
The unique features implemented in NCH MobiApp are:
•
NCHCRM 3- Tier based advisory system is
implemented on the Mobile Platform to get automatic
Reponses to consumer query and interact with the
NCHCRM Knowledge database system.
•
An intelligent system is built based upon a
decision tree in order to get automatic responses to the
consumer query and can interact with the consumer by
retrieving the relevant information from NCHCRM
knowledgebase database in a real time and an efficient
manner.
•
This
RESPONSE
intervention
feature
creates
an
MECHANISM without
AUTOMATIC
any human
•
Organized database design to store the
Comparative Testing / Best buy / Score and retrieval of
the same using a decision tree mechanism.
•
Estimating consumer detriment values using the
data derived from the users.
•
Dynamic Social and Economical classification
Survey data (SEC) captured are used for analysis.
Thus consumer can use this application to register a
complaint, view his/her registered complaints, enquire for
pre-purchase advice. For using this application user has
to register by using his/her mobile number or email. One
can also log in by using his/her face book or twitter user
id and password.
•
Complaint management module of NCH
MobiApp application is used for the management of
complaint. By using this module one can add new
complaint/docket and view the status of registered
complaint. One can search registered complaint by using
docket number/complaint number.
The motive behind development of mobile application
software for NCH is to provide an alternate system for
better consumer services via a smart phone and in 24 x7
environment with wider consumer reach and enhanced
consumer satisfaction by providing various type of prepurchase information with their analytical data and
comparison reports. NCH envisions that the mobile /
tablet based app will help consumers in deciding to
purchase any Product/ Service. This app will also assist
consumers to raise a complaint for any product/service.
•
Pre purchase module of the NCH MobiApp
application is used to search test reports based on
category and sub category. This module of the
application is used as a guide for the consumer so that
he/she can buy the best product from the market. On the
basis of category and subcategory application will show
the analytical data to consumer. Application will also
display the top ranking list of products based on analysis.
34
Media Interactions
Date
35
Organisation
Details
02/04/2012
CNEB
Discussion on 2% increase in Service Tax/ Excise
Tax
03/04/2012
CNN IBN - Face the Nation
Discussion on 'Employer’s Vs Domestic Help A Social Crises'
06/04/02012
Zee Business - Money Guru
An Interview was telecast titled 'Money Guru – Med
claim Special'.
10/04/2012
News X
A news program on discriminatory policies of banks
on home loan was telecast.
19/04/2012
Zee Business - Money Guru
Discussion on the issue of med claim titled “Med
claim Special"
20/04/2012
CNEB News
An interview was conducted discussing the role of
politics undermining the slow economic growth.
22/4/2012
Zee News
Discussion on Milk Revolution (Gwali Gaddi Smiti
Revolution) was conducted
24/4/2012
News X
Discussion on CAG allocation for 2G Licenses was
conducted
25/4/2012
News X
Discussion on increasing bank interest rates was
conducted.
6/05/2012
DD Rajya Sabha
Discussion on the adulteration found in food
products and vegetables.
8/05/2012
News X
Discussion on Air India & International Airlines' Pilot
Fight
8/05/2012
CNN IBN (Face the Nation)
11/05/2012
News X
25/05/2012
Khabar Bharti News Channel
01/06/2012
Delhi Aaj Tak
Debate on "Universal old Age Pension"
Discussion on the sale of potentially harmful drugs
in India.
Discussion on "Rajaswa Chahiye ya Raahat"
Discussion on MRP and the way company cheating
the customer by misleading the MRP. Prof. Khanna
also emphasized that a customer even can bargain
on MRP.
06/06/2012
CNN IBN
Discussion on the RTI plea which has revealed that
Rs 35 lakh were recently spent on renovating two
bathrooms in Planning Commission Office. Prof
Khanna gave his opinion on the issue from public
prospective.
27/06/2012
NDTV India
Discussion on Electricity sector and hike in tariff by
electricity companies. Prof. Khanna point out the
problem consumers facing against electricity
companies.
10/07/2012
DD National
Discussion on the “pesticide and Chemicals used in
vegetables”
16/07/2012
Headlines Today
Discussion on 'Price Rise on essential commodities
and its effects on Aam Aadami'.
28/08/2012
(Evening Live Show)
DD National
Ms. Deepika Sur, Project Manager, NCH explained
the functioning of NCH at the interview.
3/09/2012
Zee News
Discussion on discount offers given by companies.
6/09/2012
Aaj Tak
Debate on Diesel & Petrol's price hike
13/09/2012
News X
Discussion on legal issues arising in real estate
sector
14/09/2012
P7
19/09/2012
News X
Hike in LPG Subsidy cap by 6
20/09/2012
CNNIBN
Debate on Bharat bandh declared on
September 20th 2012.
23/09/2012
Zee News
29/09/2012
News X
16/10/2012
DD National
MR. Ashok Kanchan from NCH participated in the
discussion on Certification Mark on Food Product
on the occasion of World Food Day.
19/10/2012
News X
Discussion on the mismanagement by Airlines like
Air india, with Prof. Khanna, P.I, NCH.
30/10/2012
DD National
Discussion on guidelines on e-commerce with Ms.
Harsh Dhingra, Senior Counsellor, NCH.
11/11//2012
DD National
Discussion on sale and discount offers during
festival season with Prof. Khanna, P.I, NCH
27/11/2012
NDTV India
Discussion on the misleading advertisements with
respect to food products with Prof. Khanna, P.I,
NCH.
Debate on FDI in retail
An interview on FDI in retail
Discussion on hospital acquired infections
36
37
27/11/2012
DD National
Discussion on Financial Service /Muliti level
Marketing Companies with Mr. Sunil Prabhakar
from NCH.
8/12//2012
Sudarshan News
Discussion on Mr. Ratan Tata's statement that
investors both foreign and Indian are skeptical in
investing in India owing to Indian government's
internal differences. Prof. Khanna, P.I, NCH was
among the panel of people invited for the
discussion.
17/1//2013
Sudarshan News
Prof. Khanna, P.I, NCH was invited for a discussion
on the effect of hike in price of diesel, petrol and
LPG on the common man.
17/1//2013
Sudarshan News
Prof. Khanna, P.I, NCH was invited for a discussion
on the hike in price of kerosene, petrol and diesel
by the private companies.
1/2//2013
DD News
Effect of hike in the price of onions on common man.
5/2//2013
NDTV News
24/2/2013
Headlines Today
Chief Minister Statement ''If u can't afford electricity
then stop using electricity power''
27/2/2013
Aaj Tak
Budget 2013- Various sectors, viz i.e LPG, Real Estate,
Educations etc. were discussed in the light of Budget
2013.
28/2/2013
Sudarshan Channel
18/3/2013
DD Rajya Sabha
NCH member was invited for a discussion on "Consumer
Rights & Responsibilities"
26/3/2013
CNN IBN Face the Nation
Prof. Sri Ram Khanna, P.I, NCH was invited for a
discussion on the problem of scarcity of water faced in
Maharashtra and how water can be conserved.
The hike in the price of onions.
Discussion on Budget 2013.
Responses @ National Consumer Helpline
(Actual reproduction of responses received)
sheikh ghanee <sheikh_ghanee@yahoo.co.in>
Reply-To: sheikh ghanee <sheikh_ghanee@yahoo.co.in>
To: "feedback.nch@gmail.com" <feedback.nch@gmail.com>
Mon, Apr 2, 2012 at 10:07 PM
greetings,
with reference to docket no. 337007, my complain regarding
aqua guard RO had been rectified after your guidance. the machine was
replaced and now new one is working properly. so kindly close my
complain.
Thank you so much for your valuable support and guidance.
regards
Abdul Ghanee sheikh
Raipur
Chhattisgarh
9713717988
ref: 368454
1 message
Vipul Thapliyal <thapliyal.vipul@gmail.com>
To: feedback.nch@gmail.com
Tue, May 1, 2012 at 12:23 PM
Hi,
This is in regards to Refrence No: 368454, i called up National Consumer Helpline as i was facing some
problems with my DTH Service provider, i was guided properly by the representative i spoke to on NCH. My
issue was resolved.
Thanks you so much NCH for helping me out & keep up the good work.
Thanks & regards
Vipul Thapliyal
+91-9873401916
vipul bamaniya <vipulbamaniya2011@gmail.com>
Sat, May 19, 2012 at 5:25 PM
i found extremely useful this national consumer helpline.bcos today indian economy is growing at faster
rate.and there are more chances that big companies fools the innocent customers.but still there are lot many
people who are not aware of consumer rights or they do not want go to national consumer helpline as they
have disbelief,that they might have problem...so need to educate other people also.i am proud of my country and
its grievance redressal system
vipul bamaniya
9879578551
38
feedback
1 message
bharath kumar <bharuclt@rediffmail.com>
To: "feedback.nch@gmail.com" <feedback.nch@gmail.com>
Wed, Jul 4, 2012 at 7:24 PM
From
Bharath Kumar,
Chevayur P.O.,
Calicut.
Sub: Complaint regarding Hero Honda Pleasure.
Ref: Docket No. 00372679
Sir,
I invite your kind attention to the above mentioned subject and reference.
The authorized Hero Honda dealer at Calicut M/s. Ace Motors P Ltd. have
replaced the faulty vehicle with a new one on 15/06/2012. So, I request
you to close the above referred complaint.
I thank you for your wholehearted support and guidance.
Yours faithfully,
Bharath Kumar
Reference # - 365513 - Resolved
1 message
Anil K Reddy <anilmkumar@gmail.com>
Fri, Mar 30, 2012 at 2:35 PM
Dear Sir/Madam,
I would like to keep you informed that the Reference # 365513 which was raised against AIRTEL has now been
resolved. Airtel has initiated the credit to my account instantly. My sincnere and heartful thanks for all the
support and guidance provided to resolve the issue.
The forum is GREAT !!!
Thanks,
Anil.
M-9845911266
Refunded by Airtel
1 message
39
Lateef <lateef345@gmail.com>
Wed, Apr 11, 2012 at 11:40 AM
I am very much thankful to the National Consumer Forum for their valuable suggestions and the positive

2012-2013 - National Consumer Helpline

Transcription

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