View
223
Download
5
Category
Preview:
Citation preview
Project of Union Ministry of Consumer Affairs, Food and Public Distribution
Quarterly Report –
Nov 2014 – Jan 2015
Toll-free Number: 1800-11-4000, SMS: 8130009809, Toll Number 011-23762077
Email: web@nationalconsumerhelpline.in, Website: www.nationalconsumerhelpline.in
National Consumer Helpline
Centre for Consumer Studies, Indian Institute of Public Administration,
Indraprastha Estate, Ring Road, New Delhi-110002
Nov 2014 – Jan 2015 Page 2
NCH Report – Compiled for period of November 2014- January 2015
Effective November 2014, NCH has been submitting abridged report every month with a detailed report every quarter. Accordingly, the detailed report for the month of Nov 2014, Dec 2014 and Jan 2015 has been compiled. In the said period, National Consumer helpline handled 43,117, which includes complaints received at NCH website and outbound calls made. On the manpower front the new jr. counselors, trainee counselors and System Administrator are now completely trained and able to handle calls of consumers, The website hits continue to increase by 15-20% every month. The gender bifurcation of females calling NCH has shown an increase of 2% in last one year, from 6% to 8%. However, this is still woefully inadequate. The SEC classification administered by NCH has shown an upward trend from callers of the upper strata i.e., A1, A2, A3, B1 and B2 . This has been increased from 78% to 82%. This indicates that the people approaching NCH are mostly from the well-off sections of society. The dipstick feedback on complaints resolved by companies has increased from 71% in October 2014 to 77 % in this quarter. This shows a positive trend We shall be pleased to submit any additional information that may be required by the Ministry (Deepika Sur) (Prof Suresh Misra) Project Manager Project Director
Nov 2014 – Jan 2015 Page 3
Page No.
1) Summary 4
2) Geographical Distribution of Complaints 5
3) Sectoral Break-Up of Calls 6
4) Gender wise Distribution of Complaints 7
5) In-house Trainings 8
6) Feedback on NCH Counseling 10
7) Convergence Report 11
8) Responses directly from Complainants & Companies 13
9) Dipstick Feedback - responses of
Convergence Companies 15
10) Administration 16
11) NCH Website 17
12) Outbound Calls 18
13) Socio Economic Classification 19
14) Consumer Detriment 21
15) Infosource Report 25
16) Interesting Case 27
17) Facilitation Desk Report 28
18) FOP wise Complaints for top 10 Sectors 29
Contents
Nov 2014 – Jan 2015 Page 4
A snapshot of the period of Nov 2014 to Jan 2015
The total no. of dockets made / updated from calls handled at the Call Centre, SMS received
along with Complaints registered on NCH Website during the period of Nov 2014 to Jan 2015
were 43117, Out of these. 33,500 calls were handled at the Toll free number, 3747 outbound
calls were made to sms received, and 9617 complaints were reported on NCH Online
Complaint Management System. These calls are included in the total of 43117 calls handled.
The maximum numbers of calls were from Delhi – 8417 calls, forming 19.52% of total calls.
The rest of the top five states are Uttar Pradesh, Maharashtra, Haryana and Rajasthan
registering between 16% to 7% of total calls. There is no change in the top 5 states over the
last few years.
The ‘Product’ sector contributed 23.27% of the calls i.e. 8799. Telecom continues to be at the
second position at 15%. The rest of the top five sectors are ‘e-Commerce’, ‘Banking’ and
LPG/ PNG, registering between 11% to 3% of total calls..The E-commerce sector is growing
from 9% to 11% in Jan 2015
Responses to complaints/ feedback received from Nov 2014 to Jan 2015 are 8080. Out of
this, 7400 complaints (including pending) were responded to, by various companies under
convergence. 680 consumers either called back on the helpline to inform that their complaint
has been resolved or informed of the resolution of their complaint through email or calls.
Website www.nationalconsumerhelpline.in has registered a total hit count of 761805 during
the period of Nov 2014 to Jan 2015.
Consumer detriment for the period Nov 2014 to Jan 2015 has been computed at
Rs.86, 12, 72,598 for 14392 dockets. This was calculated on the basis of average consumer
detriment value in each sector. Value wise, the top sectors for consumer detriment are Real
Estate, Automobiles, Defective products, Banking and Education.
.
.
Nov 2014 – Jan 2015 Page 5
NCH has handled 43, 117 calls / Complaints at the Call centre and NCH website during the period of November 2014 to January 2015. The State wise distribution of 43117 cases handled during the period is as under: -
GEOGRAPHICAL DISTRIBUTION
S.No. State Number of
Calls
Cumulative %
1 DELHI 8417 19.522 UTTAR PRADESH 6731 15.613 MAHARASHTRA 4901 11.374 HARYANA 2842 6.595 RAJASTHAN 2686 6.236 WEST BENGAL 2512 5.837 KARNATAKA 2115 4.918 GUJARAT 2082 4.839 BIHAR 1931 4.4810 MADHYA PRADESH 1886 4.3711 PUNJAB 1206 2.8012 TAMILNADU 1012 2.3513 ANDHRA PRADESH 701 1.6314 JHARKHAND 603 1.4015 UTTRAKHAND 534 1.2416 CHHATTISGARH 516 1.2017 ODISHA 502 1.1618 JAMMU & KASHMIR 389 0.9019 KERALA 295 0.6820 ASSAM 290 0.6721 HIMACHAL PRADESH 274 0.6422 TELANGANA 230 0.5323 CHANDIGARH 164 0.3824 GOA 77 0.1825 TRIPURA 56 0.1326 NAGALAND 25 0.0627 MANIPUR 22 0.0528 ANDAMAN NICOBAR 19 0.0429 PUDUCHERRY 18 0.0430 MEGHALAYA 15 0.0331 SIKKIM 13 0.0332 DADRA & NAGAR HAVELI 11 0.0333 ARUNACHAL PRADESH 9 0.0234 MIZORAM 4 0.0135 DAMAN & DIU 3 0.0136 LAKSHDWEEP 3 0.0137 Not Identified/ Abroad 23 0.05
Grand Total 43117 100.00
State wise Calls ( Nov 2014 - Jan 2015)
Nov 2014 – Jan 2015 Page 6
Defective Products
20.41%
Telecom
15.19%
E-Commerce
13.68%
Banking
5.01%
LPG/PNG
4.78%
Insurance
2.59%
Automobiles
2.50%
Postal
2.40%
Real Estate
2.39% Education
2.17%
Travels & Tours
1.62%
DTH/ Cable
1.60%
NBFC's
1.58%
Electricity
1.19%
Weights & Measures
1.11%
Legal
1.10%
Other Sectors
20.67%
Sectoral Distribution of Calls for Period of Nov 2014 - Jan 2015
Total -43117
Sector wise Calls
S.No. Sectors Calls %Age S.No. Sectors Calls %Age
1 Defective Products 8799 23.27 27 Employees Provident Fund 116 0.26
2 Telecom 6550 15.46 28 Medical Others 75 0.20
3 E-Commerce 5897 10.89 29 UIDAI Authority 112 0.17
4 Banking 2160 4.85 30 Publication 64 0.16
5 LPG/PNG 2061 3.22 31 Drugs & Cosmetics 46 0.13
6 Automobiles 1078 2.63 32 Mediation Centre 55 0.12
7 Insurance 1116 2.57 33 Share & Brokerage 44 0.12
8 Education 937 2.43 34 Water 35 0.12
9 Real Estate 1030 2.17 35 Standards 34 0.11
10 Postal 1036 1.93 36 Petroleum 26 0.08
11 DTH/ Cable 692 1.85 37 PASSPORT 25 0.08
12 Electricity 512 1.51 38 PAN CARDS 38 0.07
13 Weights & Measures 479 1.51 39 Public transport 27 0.06
14 Travel & Tours 698 1.47 40 Railway Enquiry 0 0.06
15 NBFC`s 683 1.46 41 Service Tax 25 0.05
16 Legal 476 1.31 42 Misleading ads 13 0.04
17 Placement Services 624 1.27 43 Mutual Funds 14 0.04
18 Courier /Cargo 517 1.23 44 Beauty & Health Care Services 22 0.02
19 Airlines 518 1.01 45 Bar Council 7 0.02
20 Public Distribution System 432 1.00 46 M Commerce 12 0.02
21 Medical Negligence 351 0.92 47 Commodity 3 0.01
22 Food 212 0.57 48 Women Helpline 4 0.01
23 Railways 246 0.54 49 Pharmacy Council of India 1 0.01
24 VAT 228 0.47 50 others-Service 1096 2.51
25 RTI 141 0.39 51 Enquiries & complaints outside
the CPA ambit
3211 8.00
26 Packers & Movers 152 0.34 52 Complaints against Fraud 387 1.25
Sector wise for the Period of Nov 2014 to Jan 2015
Nov 2014 – Jan 2015 Page 7
\
There is very little change in percentage of women calling in last 12 months. From 6% to it has reached to around 8% now.
GENDER WISE DISTRIBUTION
MALE
92.08%
FEMALE
7.92%
Genderwise Distribution of Calls for Nov - Jan 2015
MALE FEMALE
47
25
47
32 1
00
65
93
68
10
78
6
10
64
1
12
31
4
10
69
7
11
25
6
14
69
7
13
62
3
32
0
33
4
89
9
86
1 86
7
85
6 92
2
88
1
10
47
13
22
11
72
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
Feb 2
014
Mar
2014
May 2
014
June 2
014
July
2014
Aug 2
014
Sept 2014
Oct
2014
Nov 2
014
Dec 2
014
Jan 2
014
Ca
lls
Months
Males dominate Complaint Making- Women in Background ( Feb 2014 - Jan 2015)
Male Female
Nov 2014 – Jan 2015 Page 8
To inform and guide consumers, counselors are informed of latest policies, judgments, redressal mechanisms etc. To ensure that quality is maintained, training is organized every morning. A daily session of half an hour from 9 AM to 9:30 AM every morning is mandatory for all counselors to attend This enhances the knowledge base of NCH counselors that helps us serve consumers better.
In-house Training Sessions ( Nov 2014 to Jan 2015) Sector No of Days Topics Covered
Quality Check & Data Capturing 11 Discussion on Overall Quality and how to take data and drafting of complaint, Inclusion of five new categories in the NCH CRM. Updation of new categories and Auditing of Counselors and feedback survey.
Frequently Asked Question 10 FAQs of 10 sectors were presented- Misleading Advertisement, Postal, Food Safety, Telecom, Standards, Weight & Measures, Electricity, Consumer Durables and Airlines, MoCA initiative & Achievement and Consumer E book,
Banking 7 Cyber Crime and IT Act provision for Banking Frauds, Presentation on Gold Loan by Banks, White labels ATMs and its functioning. ATM Transactions, RBI Rules with regard to rationalization of ATM Usage and Discussion on Banking complaints and drafting of different types of Banking Complaints and Banking Quiz
Railway 7 Railway Ticket & Refund Rules, Railway Luggage Rules, Tatkal Ticket Refund & procedure, Railway Refund Rules for cancellation of tickets due to late running of train.
Legal 7 Complaint procedure in Consumer Protection Act. Procedure of Consumer Forum, Execution of Order by Consumer Forum, Legal aspect in medi claim cases, Inclusion of Telecom cases in Consumer Forum, Right to be informed, Discussion on CPA Test,
Insurance 4 Health Insurance and the role of TPA in health Insurance claim settlement. Health Insurance portability and Session on Health Insurance by Life and Non life Insurance companies
TRAINING PROGRAMME
Nov 2014 – Jan 2015 Page 9
Sector No of Days Topics Covered
LPG/PNG 3 LPG Direct Benefit Subsidy and discussion on PAHAL scheme of Oil Marketing Companies.
Postal 3 Presentation on Postal Financial Services such as MIS, Recurring Deposits, Saving Certificates and Postal Clearance system
Food 2 Food Safety Standard Authority of India and its Act and how consumer can get relief from FSSAI and state Authority
Hallmarking 2 Discussion on Jewellery purchase and Consumer Rights
Shares & Brokerage 2 Role of Consumer Grievance Redressal Forum(CGRF) in companies
RTI 2 Right to Information Act. 2005 and how it complements the Consumer protection Act.
NCH Quiz- Test Counselor 2 Quiz on Banking and Consumer Protection Act 1986
Transport 1 Presentation on Public Transport & Consumer Rights
Real Estate 1 Housing and role of CREDAI in complaints redressal
Commodity 1 Basics of Commodity Markets and Investors Grievance Division of MCX & NCDMX
Electricity 1 Role of Consumer Grievance Redressal Forum(CGRF) in Electricity companies
Medical Negligence 1 Frequent Asked Questions & Answers
E- Commerce 1 complaint handling in this sector
Broadband 1 Frequent Asked Questions & suitable Answers.
Total 69
Nov 2014 – Jan 2015 Page 10
The feedback on counseling services provided by NCH is been evaluated for over six months now. All complainants who have registered their email id receives a feedback questionnaire asking them to evaluate their experience of our service. Total Questionnaires mails are 3441 and responses received are 117.
*Out of those who have replied, consumer satisfaction averages 4.12 out of 5 for the period Nov 2014 to Jan 2015, where 5
stand for very satisfied and 1 stands for extremely dissatisfied
Highlights of Specific Comments – Reproduced as received
Docket number & Name of Counselor
Feedback Received
559518
“This was my first interaction with you. First of all I want to say thanks for helping me out. Everything is fine including customer interaction; suggestion and advice etc. also appreciate your efforts. This is a kind of suggestion/improvement regarding consumer helpline number. It would be
great if consumer will be able to file complaint online or by telephonic it would be save more time for consumer and for you also.”
560471
“The counselor had called me. She was very patient in listening to me and gave me a proper advice and I have acted accordingly and I was satisfied. It helped me. Thank you very much. Will contact you further if required. Thanks again.”
565564
―Your service is been excellent as I got a call from your side & you gave me
Email address of appellate officer & I got a call from them and my problem got
solved!! Thank you for your cooperation”
565404
“Thank you very much for your Help, with your Organization support I got my Refund amount from YEPME.COM within 3 days which was pending from more than 60 days. Keep up the Good Work!!!”
560375
“The details which you provided me was very helpful for me to know about my
rights and responsibility.”
560313
“The response from your side was prompt and responsive. The information provided was of great value. Thanks for the effort”
560845 “I spoke to your representative and he explained me each n everything. He is knowledge wise good and of helping nature. Thank u”
Feedback on Counseling Services of NCH
Particulars
Was the NCH
counsellor helpful and
courteous?
The counselor listened to
me effectively &
understood my concern
The advise given to
me was appropriate
I will /have take
action on the advise
given
I will/have recommended
NCH to a friend or
acquaintance who needs help
Yes 420 417 385 401 407
No 6 8 38 18 17
Not
Specified97 98 100 104 99
Nov 2014 – Jan 2015 Page 11
NCH receives a large number of complaints over its
widely advertised and publicized Toll Free No 1800 11
4000, under the popular ‘Jago Grahak Jago’ campaign of
the Ministry.
Under the normal course we advise these customers to
approach Corporate/ Customer care/ Supportive team in
the company/ organization and in the event of them
remaining unsatisfied, approach the higher tiers.
Resorting to legal remedies however, is suggested as the
last resort only.
As a part of our Convergence initiative, for selected
organizations that have shown their willingness to join
this initiative, we consolidate the complaints received at
NCH, and upload it on our website. These complaints are
attended to by these organizations as per their in-
company redressal systems and a feedback is sent to the
customer as well as to NCH.
Online Complaints on NCH Website
The National Consumer Helpline website with online
complaint handling system is an interface between
consumers and companies under convergence with NCH. It
facilitates escalation and resolution of the consumer
complaints directly through the web.
This system provides a platform where consumers and
companies can interact with each other virtually. Complaints
lodged by consumers can directly be seen by companies
who can put their remarks and resolutions, which can be
viewed by the consumer. This facilitates consumer
grievance handling & redressal services and also to check
action taken by the service provider on the complaints
reported. This system is quick, automated and keeps the
data confidential between the company and the customer
The following table shows the progress of
complaints under the Convergence System.
* NCH activity was suspended for a period of 6 weeks
from 1st Apr to 8th May on account of shifting of premises
from DU to IIPA.
S.No Month Complaints
1 February 2014 1295
2 March 2014 902
3 May 2014 1946
4* June 2014 1906
5 July 2014 2294
6 August 2014 1886
7 September 2014 2434
8 October 2014 2387
9 November 2014 2824
10 December 2014 3097
11 January 2015 2871
Convergence @ NCH Convergence @ NCH
* *
CONVERGENCE @ NCH
Nov 2014 – Jan 2015 Page 12
List of companies enrolled under Convergence
S.No
.
Banking Sector S.No. Manufacturing Companies S.No
.
Automobiles
1 Axis Bank 50 Acer India Pvt Ltd. 129 Bajaj Auto Ltd.
2 Barclays Bank PLC 51 Adidas India Marketing Pvt. Ltd. 130 BSA Motors
3 Canara Bank 52 Aero Club (Woodland India) 131 General Motors India Pvt.Ltd.
4 Citi Bank 53 Amaraja Batteries Ltd. 132 Hero Motors Ltd.
5 Deutsche Bank PBC India 54 Apollo Tyres Ltd. 133 Honda Motorcycle & Scooter India Pvt. Ltd.
6 Development Credit Bank Ltd. 55 Bajaj Electricals Ltd. 134 Honda Siel Cars India Ltd.
7 HDFC Bank Ltd. 56 Bata Shoe Company Private Ltd.. 135 Hyundai Motor India Ltd.
8 HSBC Ltd. 57 Beetal 136 India Yamaha Motor Pvt Ltd.
9 ICICI Bank Ltd. 58 Best IT world India Pvt. Ltd ( I- Ball) 137 Mahindra & Mahindra Ltd.
10 IDBI Bank Ltd. 59 Blackberry ( HCL Infosystems Ltd) 138 Royal Enfield (A Unit of Eicher Motors Ltd.)
11 Indus Ind Bank 60 Blackberry ( Redington India Ltd) 139 Skoda Automobiles Ltd.
12 ING Vysya Bank Ltd. 61 Blue Star 140 TATA Motors
13 Kotak Mahindra Bank Ltd. 62 Carrier Airconditioning & Refrigeration Ltd. 141 TVS Motor Company
14 Punjab National Bank 63 Colgate Palmolive India Ltd. 142 Yo Bikes ( Electrotherm India Ltd)
15 RBS N.V 64 Datawind Ltd. (Akash Tablet) E-Commerce
16 Standard Chartered Bank 65 Dell India Pvt. Ltd. 143 100bestbuy.com
17 Union Bank of India 66 EKL Appliances Ltd. 144 Compact International (Deals 4 All)
18 Yes Bank 67 Epson India 145 eBay India Private Ltd.
Telecom 68 Eureka Forbes 146 Flipkart.com
19 Aircel Ltd. 69 Exide Industries Ltd. 147 Future Bazaar India Ltd.
20 Bharti Airtel Ltd. 70 Fedders Lloyd Corporation Ltd. 148 Indiatimes.com
21 IDEA Cellular Ltd. 71 Godrej & Boyce Manufacturing Company Ltd. 149 Infibeam.com
22 Mahanagar Telephone Nigam Ltd. ( MTNL, Delhi) 72 Gujarat Cooperative Milk Marketing Federation (Amul) 150 MakeMyTrip India Pvt. Ltd.
23 Mahanagar Telephone Nigam Ltd. (MTNL, Mumbai) 73 Haier Appliances (India) P. Ltd. 151 Myntra.com
24 Matrix Telecom 74 HCL Infosystems Ltd. 152 Naaptol.com
25 Reliance Communications Ltd. 75 Hewlett-Packard Company 153 Rediff.com India Ltd.
26 Sistema Shyam TeleServices Ltd.. (SSTL), MTS 76 Hindustan Unilever Ltd. 154 Snapdeal.com
27 Tata Docomo 77 Hitachi Home & Life Solutions (India) Ltd. 155 STAR CJ Network India Pvt. Ltd.
28 Tata Tele Services Ltd. 78 HTC India Ltd 156 Telebrands India
29 Uninor India - Unitech Wireless Pvt. Ltd 79 IFB Industries Ltd. 157 TV18 Home Shopping Network Ltd.
30 Vodafone Essar Ltd. 80 Intex Technologies (India) Ltd. 158 TVC SKY SHOP Ltd.
Broadband 81 Infiniti Retails Ltd ( Croma) 159 Yatra Online Pvt. Ltd.
31 Sify Technologies Ltd. 82 Ion Exchange (India) Ltd. (Zero B) 160 Yebhi.com
32 Tikona Digital Networks 83 Karbonn Mobiles 161 Jabong.com
Broadcaster 84 Kent RO Systems Ltd. Insurance
33 Airtel Digital TV 85 Khaitan Electricals 162 Aegon Religare General Insurance
34 Dish TV India Ltd. 86 Kingtech Electronics (India) Pvt. Ltd. (G Five Mobiles) 163 Apollo Munich Health Insurance Company Ltd.
35 Bharat Business Channel Ltd. (Videocon D2H) 87 LAVA International Ltd. 164 Aviva Life Insurance Company India Ltd.
36 Reliance BIG TV Ltd. 88 Lenovo India Pvt.Ltd. 165 Bajaj Allianz General Insurance Company Ltd.
37 SUN Direct TV (P) Ltd. 89 LG Electronics India Pvt. Ltd. 166 Bajaj Allianz Life Insurance Company Ltd.
38 Tata Sky Ltd. 90 Luminous Power Technologies Ltd. 167 Bharti AXA General Insurance
39 Den Cable Networks India Ltd 91 M&B Footwears Pvt. Ltd. (Lee Cooper) 168 Bharti AXA Life Insurance
Electricity 92 Madura Fashion Lifestyle 169 Birla Sun Life Insurance
40 BSES - Rajdhani Power Ltd. 93 MAXX Mobile Communications Ltd. 170 Future Generali
41 BSES - Yamuna Power Ltd. 94 Meridian Mobiles Pvt. Ltd. (FLY Mobiles) 171 HDFC ERGO General Insurance Company Ltd.
42 Tata Power Delhi Distribution Ltd ( NDPL) 95 Micromax Infomatics Ltd 172 HDFC Standard Life Insurance Company Ltd.
Publication 96 Microtek Power Ltd 173 ICICI Lombard General Insurance Co. Ltd.
43 The India Today Group 97 Moser Baer India Ltd. 174 ICICI Prudential Life Insurance Company Ltd.
Courier 98 Motorola India Pvt. Ltd. 175 IDBI Federal Life Insurance
44 Blazeflash Couriers Ltd. 99 Nike India 176 IFFCO-Tokio General Insurance
45 DTDC Courier & Cargo Ltd. 100 Nokia India Pvt. Ltd. 177 ING Vysa Life Insurance Company Ltd.
101 Onida( MIRC Electronics Ltd.) 178 Kotak Mahindra Old Mutual Life Insurance Ltd.
Shares & Securities 102 Orient Electricals Ltd 179 Max Bupa Health Insurance Co. Ltd.
46 Indiabulls Securities Ltd. 103 Panasonic India Pvt. Ltd. 180 Max Life insurance Co. Ltd.
47 Religare Securities Ltd. 104 Pantel Technologies Ltd. 181 Metlife Insurance
Travel & Tours 105 Philips India Ltd. 182 MS Cholamandalam General Insurance
48 Mahindra Holidays & Resorts India Ltd. (Club Mahindra) 106 Pratham telecom Pvt Ltd.. (Sagem) 183 National Insurance Co. Ltd
Petroleum & Natural Gas & LPG 107 Red Chief (Leayan Global Pvt. Ltd.) 184 Reliance General Insurance Co. Ltd.
49 Indraprastha Gas Ltd. 108 Reebok India 185 Reliance Life Insurance Company Ltd.
109 Samsung India Electronics Ltd. 186 Royal Sundaram Alliance Insurance Company Ltd.
110 Singer India 187 SBI Life Insurance Company Ltd.
111 Sleepwell Mattresses 188 Sri Ram Life Insurance Co. Ltd.
112 Sony Ericsson Mobile Communications India PVT. Ltd. 189 Sriram General Insurance Co. Ltd
113 SONY India Pvt. Ltd. 190 Star Health & Allied General Insurance Co. Ltd.
114 Spice Mobility Ltd. 191 Tata AIG General Insurance Company Ltd.
115 Sports Lifestyle Pvt Ltd. (Lotto shoes) 192 Tata AIG Life Insurance Company Ltd.
116 SU-KAM POWER SYSTEMS Ltd. 193 United India Insurance Co. Ltd
117 Sunflame Enterprises Pvt Ltd. 194 Universal SOMPO General Insurance
118 Super Cassettes Industries Ltd.. (T-Series) NBFC
119 Symphony Comfort Systems Ltd. 195 Bajaj Auto Finance Ltd.
120 Tata Chemicals Ltd. (Tata Swatch) 196 Bajaj Consumer Finance Ltd
121 Toshiba India Pvt. Ltd. 197 Barclays Investments and Loans (India) Ltd.
122 TTK Prestige Ltd. 198 Birla Sun Life Asset Management Company Ltd.
123 Usha International Ltd. 199 CitiFinancial Consumer Finance India Ltd..
124 Value Industries Ltd. (Cover Videocon appliances , Akai,
Sansui, Kenstar & Hyundai)
200 ICICI Home Finance Pvt. Ltd.
125 Videocon Industries (Mobiles) 201 IDBI Home Finance Ltd.
126 Voltas Ltd. 202 Mahindra & Mahindra Financial Services Ltd.
127 Whirpool India Ltd. 203 Tata Motors Finance Co. Ltd.
128 Zen Mobiles
Convergence @ NCH
Nov 2014 – Jan 2015 Page 13
National Consumer Helpline has taken up complaints with various companies & service providers and transmits
complaint data to companies. Also there are feedback received from consumers who called back to inform about
their resolution/ responses to NCH directly.
487
127
211
650
928
924
1163
792
826
1201
1550
620
509
1135
741
533
497
828
915
1195
1477
1151
70
99
145
167
156
145
150
104
145
258
277
0 500 1000 1500 2000 2500 3000 3500
Feb 2014
Mar 2014
May 2014
June 2014
July 2014
Aug 2014
Sept 2014
Oct 2014
Nov 2014
Dec 2014
Jan 2015
Feedback
Mo
nth
s
Feedback for the period Feb 2014 to Jan 2015
Offline Responses from Convergence Companies Online Responses from Convergence Companies
Feedback received from consumer for non converence companies
RESPONSES RECEIVED – CONVERGENCE & DIRECT
Nov 2014 – Jan 2015 Page 14
The total responses are those received from companies under convergence – online and offline.
S.No
.
Name of the Company Responses S.No
.
Name of the Company Responses
1 Reliance Communication Ltd 891 50 Bajaj Consumer Finance Ltd 15
2 Snapdeal.com 737 51 MakeMyTrip India Pvt. Ltd 15
3 Vodafone Ltd 680 52 Max Life Insurance 15
4 Micromax Infomatics Ltd 589 53 PE Electronics Ltd 15
5 Bharti Airtel Ltd 426 54 Indiatimes.com 14
6 Tata Teleservices Ltd 417 55 Toshiba Laptop 14
7 Flipkart Internet Pvt Ltd 387 56 Sansui India 13
8 Samsung Electronics India Ltd 246 57 Dish TV Ltd 11
9 HomeShop18 225 58 Airtel Digital 10
10 Dell India Pvt. Ltd. 163 59 Apollo Munich Health Insurance Company Ltd. 10
11 Sony Ericsson 156 60 Bajaj Allianz General insurance Co. Ltd 10
12 Datawind Ltd 149 61 BSES Yamuna Power Ltd 10
13 ICICI Bank Ltd 146 62 Celkon Mobile 10
14 Value Industries Ltd 141 63 HDFC ERGO General Insurance Co. Ltd 10
15 Microsoft India Pvt. Ltd 133 64 Voltas Ltd 10
16 HDFC Bank Ltd 129 65 Carrier India Ltd 9
17 ShopClues.com 124 66 L.G India Ltd 9
18 Aircel Ltd 117 67 Luminous Inverter Systimes Ltd 9
19 Xolo Mobiles 117 68 Bajaj Auto Finance Ltd 8
20 Sony India Pvt. Ltd 116 69 Electrolux 8
21 Spice Mobility Ltd 91 70 Epson India Ltd 7
22 Panasonic India Ltd 74 71 HP India Ltd 7
23 Karbonn Mobiles 54 72 Indusind Bank 7
24 100bestbuy.com 47 73 Tata Power Delhi Distribution Ltd 7
25 Tata Sky Ltd 46 74 Tata Swatch 7
26 Tata Motors Ltd 45 75 Den Network 6
27 Asus Technology 42 76 Colgate Palmolive 5
28 Naaptol.com 42 77 Croma 5
29 Jabong.com 39 78 Hero Motors Ltd 5
30 Star CJ & Allied Shopping Network
Ltd
39 79 Lava International 5
31 LG India Ltd 37 80 Reliance Life Insurance Co Ltd 5
32 Paytm.com 36 81 Sunflame Enterprises Pvt. Ltd. 5
33 Infibeam.com 33 82 Yepme.com 5
34 Phillips India Ltd 30 83 Kotak Mahindra Bank 4
35 IFB Industries Ltd. 28 84 HDFC Standard Life Insurance Co. Ltd 3
36 Godrej & Boyce Mfg. Co. Ltd 26 85 IDBI Bank Ltd 3
37 Tikona Digital Pvt. Ltd 26 86 Kent RO 3
38 Iball India Pvt. Ltd 25 87 Matix Telecom 3
39 Maxx Mobile 23 88 Orient Electrical Ltd 3
40 Standard Chartered Bank 23 89 Bajaj Auto Ltd 2
41 Blackberry 22 90 Citi bank 2
42 Reliance Big Tv Ltd 21 91 Hitachi Home Solutions Ltd 2
43 Bajaj Allianz Life insurance Co Ltd 20 92 Honda MotorCycle & Scooter India 2
44 Videocon Moblie Handset 20 93 Kelvinator 2
45 Bajaj Electricals Ltd 19 94 Kenstar 2
46 Pure It ( Hindustan uniliver Ltd ) 17 95 Whirlpool of India Ltd 2
47 Videocon D2H 17 96 Bluestar 1
48 Rediff.com India Ltd. 16 97 Exide Batteries 1
49 Usha International Ltd 16 98 ICICI Lombard General Insurance Company
Ltd
1
7400
Responses Received under Convergence for the period Nov 2014 - Jan 2015
Total
Nov 2014 – Jan 2015 Page 15
Over the last few months, NCH has been taking a dipstick feedback from complainants whose problems have
been resolved by Convergence companies. A dipstick feedback is a quick survey, which gives a general feel
rather than statistical probabilities. We randomly call up complainants whose problem has been responded to by
the Convergence companies to ascertain whether the feedback given by the company on the complaint is
corroborated by the complainant. The average percentage works out to 77%. The summary of the feedback for
the period of November 2014 to January 2015 is given below.
Sectors No. of
Responses Received
Complainant Contacted
Resolved % Resolved
Banking 160 71 59 83.10
DTH/Cable 47 20 16 80.00
Consumer Durables 525 216 169 78.24
E-commerce 227 93 72 77.42
Telecom 502 204 140 68.63
Feedback on Resolution given by Convergence Companies
Nov 2014 – Jan 2015 Page 16
STAFF AT THE HELPLINE
One Jr. Counsellor is posted at the facilitation desk of Dept of Consumer Affairs at Krishi Bhawan.
Administration
Sr. no. Staff In Numbers
1 Manager 1
2 Senior Counsellor 3
3 Junior Counsellor Supervisor 1
4 Web Master 1
5 Accountant 1
6 Junior Counsellor 11
7 Market Research Associate 1
8 Messenger 1
9 Trainee Counsellor 4
10 Sector Expert 2
Total 26
Staff Details
Nov 2014 – Jan 2015 Page 17
www.nationalconsumerhelpline.in
NCH website is designed to provide consumer related information & guidance online, and complaint handling system for faster dissemination of consumer complaints directly by service providers
Total Hit Count on the website
1) November 2014 – 2, 33,426
2) December 2014 -2, 75,078
3) *January 2015 – 2, 49, 301
Unique User Hit Count on the website
1) November 2014 – 29, 974
2) December 2014 – 32, 809
3) January 2015- 29, 974
Traffic Sources Overview on NCH Website
Search Engines – 74.59%
Direct Traffic – 17.57%
Referring Sites – 7.84.%
* The website was not functional for one week, on a pro rata basis the website hits of January would have the hit count of 3,32,401
Most visited Pages:
Online Complaint Management System
NCH has a platform for online grievance submission by a consumer and provides an interface for service providers to retrieve the docket report and incorporate their resolutions/redressal.
This helps us to check for action taken by the service provider on the complaints reported to them online.
Analytical Statistics for Online Complaint Management System:
Total Consumer Login: 14, 126
Total Complaints Received: 11858,
Unique Complaints - 9617
1. Complaint Log
2. Complaint Status
3. Home Page
4. Brand Login
5. Consumer Tips
6. Contact NCH 7. Statistical Details
8. About NCH
9. Interesting Complaints
10.Sector wise Details
NCH Website
Important terms are explained-
1 Total Page Hit Count- Includes the number of times visitors visited NCH’s website which may be once or many times during the
month, browsing through at least one page which may be same or different from the one visited previously during the month.
2 Unique User Hits- Each visitor who visited NCH’s website during the month is counted only once irrespective of the fact whether he
visited many times during the period or he visited same or different pages each time he visited.
3 Search Engines- The percentage of visitors who visited NCH’s website during October 2014 after searching in major search engines
like Yahoo, MSN and Google, are 74.59%.
4 Direct Traffic- 17.57% of the visitors visiting NCH’s website, already knew NCH’s website address and directly typed its website address in the web browser to visit the website.
5 Referring Sites- Refers to those visitors who came across NCH’s website address in other websites visited by them. As a result they chose to be directed to NCH’s website.
6 Total Consumer Login- The total number of consumers who visited NCH’s website and successfully completed free registration required for logging a complaint.
7 Total Complaints Received- Refers to the total number of visitors who successfully logged a complaint on NCH’s website.
Nov 2014 – Jan 2015 Page 18
Outbound Calls Report
Outbound dialing is a process in which NCH counsellors make outbound calls to consumersand discuss about the consumer’s query or complaint for which he has sent us an SMS or has not been able to contact us.
1) Lead Generation & Management – The
leads/phone number of the consumer are retrieved from
Complaints of non convergence companies
received online and SMS received
2) Outbound call process in NCH CRM Software
– The Outbound call window pops up on in the agent’s
screen of NCH CRM software. Agents then initiate a dialogue
with the consumer and record necessary consumer details
while taking the call. The docket number gets generated for
each and every call by the agent and is sent as
acknowledgement to the consumer via Email and SMS from
CRM software. All outbound calls are made on the next
working day. Currently, as the CRM is not functioning to the
optimal, the dial outs are being done manually and no
acknowledgements are being sent.
Outbound Calls
Website message non convergence complaints - After successful submission of complaint on NCH website, the following message is displayed along with the docket number to the consumer-
'Docket Registered Successfully!
Pls. note your docket no. for further assessment of your complaints...
Consumer : ABC Docket No. : xxxx xxxx xxxx
We thank you for registering your complaint on our website. It shall be our endeavor to forward the
complaint to the concerned service provider. The responsibility of the resolution of the complaints lies with the service provider as per their internal grievance handling system, and the customer is advised
to follow – up their complaint with the concerned service provider. The details of the nodal officer of
the service provider can be had from NCH Toll Free No: 1800-11-4000 during any working day from 9.30am to 5.30pm.'
Website Complaints logged under ‘Others’ category are contacted by outbound calls. .
*
Particulars Counts
No. of SMS Received2223
Unique Count of SMS uploaded 1939
Website non convergence
complaints received 4881
Website non convergance
complaints uploaded 3692
Total Lead uploaded in the month5631
Spoken to3790
Not contacted1841
Docket made3747
Out bound Calls Report - Nov 2014 - Jan 2015
Nov 2014 – Jan 2015 Page 19
The SEC Classification (also called the Socio-Economic
Classification) is a classification of households used by
surveyors, market researchers, media and marketing
companies in India to categorize consumer behavior.
Originally developed by IMRB International as a way of
understanding market segments, and consumer behavior it
was standardized and adopted by the Market Research
Society of India in the mid-1980s as a measure of socio-
economic class and is now commonly used as a base for
market segmentation. The SEC classification helps to identify
segments that have high consuming potential, the medium
ones and the bottom of pyramid ones.
The Media Research Users’ Council (MRUC) and the Market
Research Society of India (MRSI) unveiled a Socio-Economic
Classification (SEC) system in May 2011, under which all
Indian households are classified by using two parameters—
Educational Qualifications of the chief wage owner in the
household; and the Number of Assets Owned (out of a
pre-specified list of 11 assets)
Based on these two parameters, each household is classified
in one of 12 SEC groups—A1, A2, A3, B1, B2, C1, C2, D1,
D2, E1, E2 and E3. These 12 groups are applicable to both
urban and rural India.
The top-most SEC class A1 comprises of 0.5% of all Indian
households. Nearly 2% of urban households and less than
0.1% of rural households belong to the SEC A1. More than
half of all SEC A1 households reside in the top six Indian
cities—Delhi, Mumbai, Kolkata, Chennai, Bengaluru and
Hyderabad. At the other end of the spectrum, the bottom-
most SEC class E3 comprises 10% of all Indian households.
Only 2% of urban households and 13% of rural households
belong to SEC E3. Nearly 93% of all SEC E3 households are
in rural India.
SEC Classification of Indian Consumers
Source: http://www.mrsi.in/
Socio-Economic Profile of Callers to NCH
Nov 2014 – Jan 2015 Page 20
SEC Classification at NCH
National Consumer Helpline uses the SEC Classification to
classify callers into different stratas. The classification gives
an insight into the profile of callers to NCH to get their
grievances redressed. In order to classify the callers, a short
questionnaire (the same used by MRSI and MRUC) is
administered and the callers, who give their details voluntarily,
are recorded. The details are analyzed to obtain the SEC
class to which each caller belongs.
Analysis: -
The SEC classification was done for 3987 callers from
November 2014 to January 2015. This can be seen from the
chart below, most of the callers fall in the upper strata of the
classification. The top 5 strata, i.e., A1, A2, A3, B1 and B2
comprise of almost 82% of all 3987 callers. Rest of the
callers (18%) belong to the economic sections with average
Monthly Household Incomes equal or lower than Rs.3986.
This indicates that the people approaching NCH are mostly
from the well-off sections of society.
Summary report on the sample is as follows:-
NCH publicity needs better penetration across all strata of the
socio-economic fabric of the country and the reach has to be
improved in the rural areas. Though tele-density in the
country is as high as 80%, the people across all sections do
not call NCH and toll-free number needs to be promoted to
this segment.
*
Based on income levels in 2008.
* Sample size – 3987 respondents.
Class No of Callers Average Monthly
Household
Income (in Rs.)*
A1 821 16849
A2 1036 9122
A3 681 6663
B1 397 5747
B2 335 4798
C1 237 3986
C2 139 3413
D1 166 2987
D2 107 2391
E1 52 1955
E2 16 1607
E3 0
Total 3987
821
1036
681
397335
237139 166
10752 16 0
0
200
400
600
800
1000
1200
A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3
No. of
Callers
Socio Economic CLassification
SEC CLassification of Callers for Nov 2014- Jan 2015
Nov 2014 – Jan 2015 Page 21
(In December 2005 Europe Economics was commissioned by
DG SANCO to analyse the issue of consumer detriment.
Their final report was published as a titled, “An analysis of
the issue of consumer detriment and the most
appropriate methodologies to estimate it”. The definition of
Consumer Detriment used by NCH has been derived from
this paper. )
Definitions of the European Commission: ―Consumer
Detriment‖
The DG SANCO report suggests two definitions of
consumer detriment:
(a) “A concept of consumer detriment, which focuses
on negative outcomes for consumers, relative to
some benchmark such as expectations or reasonable
expectations...personal detriment to reflect the fact
that it relates to the personal experience of those
consumers for whom something goes wrong, rather
than to consumers in aggregate. The label also
captures the idea that some aspects of this type of
detriment (e.g. the extent of any negative
psychological impact) will depend on the psychology
of the person concerned.
(b) An economics-based concept of consumer
detriment, which focuses on the loss consumer
welfare due to market failure or regulatory failure…
structural detriment, to reflect the fact that it
arises from a structural problem arising from a
market failure or a regulation…this type of detriment
arises from a structural feature which potentially
applies across an entire market or sector is that its
impact is likely to be felt by the generality of
consumers purchasing the relevant goods or
services.”
Which type of consumer detriment should be
analyzed?
Personal detriment is particularly relevant when
assessing consumer protection rules, since these seek
to provide individual consumers with protection
against negative outcomes. For instance, NCH
councellors should consider impacts on personal
detriment when assessing policies which deal with
matters such as the following:
(a) Scams and fraud;
(b) Misleading advertising;
(c) Unfair marketing practices;
(d) Unfair contract terms;
(e) Sales of unsafe products;
(f) Sellers providing inadequate redress in response
to complaints.
Structural detriment is relevant to all policies which
have an impact on consumers, given that it relates to
the overall impact on consumers in aggregate. This
includes consumer protection rules, and hence for
some policies NCH councellors may need to assess
impacts on both personal and structural detriment.
Analysing personal consumer detriment:
Personal detriment can comprise both financial and
non-financial detriment (see table below),
therefore both - quantitative and qualitative
assessment is possible. At NCH, we aim at translating
the quantifiable impacts in monetary terms. In some
cases when consumers suffer problems, they will
obtain redress from their supplier (e.g. a replacement
product, refund or compensation). This may partly or
wholly offset the detriment that they have suffered.
The redress has to be considered during the
assessment of personal detriment. This enables
identification both of the problems which consumers
suffered in the first place, and the extent to which
they were able to obtain redress under the existing
legal framework.
CONSUMER DETRIMENT- A Study
Nov 2014 – Jan 2015 Page 22
Consumer Detriment at National Consumer
Helpline: -
As National Consumer Helpline deals with Consumer
Complaints on a daily basis, Consumer Detriment is a
closely related concept to our organization. The
consumers who approach us are mostly aggrieved
consumers who have experienced detriment and
therefore, using the data derived from the callers, we
can estimate the detriment experienced by them.
Consumer Detriment Value–Nov 2014 to Jan
2015
For the Period of November 2014 to January 2015, on
the basis of average detriment value calculated for
each sector, consumer detriment was calculated for
14, 392 dockets as Rs. 86, 65, 25,490.
The following table summarizes the results
Following are the broad parameters, for the study: -
1. The direct measurable financial loss as customer detriment, in the
following section have been considered-
1- Extrapolated total detriment value is derived by multiplying average detriment value with no. of
complaints received in respective sectors.
2- Only fresh Complaints received for the month has been considered for calculating consumer detriment
3- Enquiries and disconnected calls are excluded from the total number of complaints received
The above table is an analysis of complaints received only on the NCH helpline numbers.
S.No Sector Details Amount of detriment
Problem faced within two months of its purchase 100% of the value
If consumer face problem after 2 months and upto 6
months of its purchase
75% of the value
If consumer face problem after in the 7th month and upto
12 months of its purchase
50% of the value
Non servicing of product after taking AMC 100% of AMC value
Paid servicing ( out of warranty) but services not provided 100% of amount paid for the
services
Money not dispensed by ATM/ Discrepancy in Amount Debited amount
Non clearance of cheque within 7 working days cheque amount
1 Product
2 Banking
Sr. No Sector /Category Nov-14 Dec-14 Jan-15 Total Detriment Value
1 Real Estate 176114943 229299928 201831377 607246249
2 Automobiles 25492067 22266597 81778125 129536789
3 Defective Products 10289812 12875162 10893951 34058926
4 Banking 2557051 7907853 4695850 15160755
5 Education 3389938 5345696 5424832 14160466
6 Health Insurance 1121938 648163 11578595 13348695
7 E-Commerce 3273315 4393352 3946775 11613441
8 Travel & Tours 1487980 1757572 4651848 7897400
9 Motor Vehicle Insurance 0 1920000 5269392 7189392
10 Medical Negligence 522970 2255150 3400000 6178120
11 Placement Agency 1151934 1258108 3066498 5476541
12 General Insurance 0 1261050 1132500 2393550
13 Life Insurance 0 1239722 1116000 2355722
14 Airlines 247685 1100788 914459 2262933
15 Electricity 246500 262031 1217607 1726138
16 Postal 232675 756096 231635 1220406
17 Telecom 192669 757322 225281 1175271
18 Packers & Movers 89070 301379 727588 1118037
19 Legal 0 931500 0 931500
20 LPG/PNG 55962 372590 443717 872268
21 DTH / Cable 122475 56430 94389 273294
22 Railways 27363 36492 49005 112859
23 Courier /Cargo 51547 13664 40719 105930
24 Weights & Measures 25751 23306 36892 85949
25 Food 9007 3009 3999 16015
26 Drugs & Cosmetics 7000 1200 644 8844
Total 226709651 297044160 342771680 866525490
Nov 2014 – Jan 2015 Page 23
Non delivery of booked product will be considered 100% of amount paid
wrong/ defective delivery of the product and returned by the
consumer within 7 days/ or collected by company through
courier
100% of amount paid
Missing accessories & same not delivered within 2 months 25% of paid amount
Online recharge done but balance not credited 100% of paid amount
4 MRP paid more amount than MRP incremental amount paid
5 LEGAL order passed, but consumer has not received the amount 100% the compensation amount
Second opinion from a doctor having expertise in the same
field indicates a case of negligence
total expenditure on treatment
Wrong report given by Lab and consumer has got the
second test done
The cost of the test ( whichever is
higher first one or second one) will
be considered
Administration issues of hospital - Charged for the services
but services not provided e.g. ordinary room provided
instead of AC room/deluxe room etc.
Differential amount as detriment in
case of Admin issues
In pre launch bookings, project scrapped and booking
amount not refunded
200% ( double) of the booking
amount
Possession of the Flat /plot not given after six months of
the promised date or non refund of the booking amount
100% total amount paid (including
Booking + all other installments )
8 Food Sale of packed food after expiry date/use by date, can be
taken as detriment
100% cash memo / bill value
9 Drugs Sale of expired drugs, 100% cash memo / bill value
Sale of suprious medicines/ empty packets 100% of amount paid
Sale of cosmetics after use before date 100% cash memo / bill value
Sale of fake cosmetics 100% of amount paid
11 Forcing to buy Accessories with new connection 100% excess (for accessories)
charges paid
to be paid for Refill booked and not delivered within 7 days value to be paid of the refill
cylinder
New connection applied for and amount paid one month
back but did not get the connection.
100% of the paid amount
12 Non- receipt/abnormal delay in receipt of Money order 100% of the MO amount +
charges paid
Non delivery/ delay in receiving Speed Post letter 100% of speed post amount
Non receipt or delay in delivery of insured Parcels 100% value of the parcel
Tampering/ pilferage of insured parcels 100% value of the insured amount
Non receipt of maturity amount of National Saving
certificates (NSC), Kisan Vikas Patra (KVP) and MIS
(Monthly Income Scheme)
100% of the maturity amount
For MIS scheme, if interest is not credited The total amount of interest
payable
LPG
Postal
6 Medical
Negligence
7 Real Estate
10 Cosmetics
3 E- Commerce
Nov 2014 – Jan 2015 Page 24
13 Railways In case of non delivery of parcel/ delivered with pilferage 100% of the value of damaged/ pilferaged
parcel
Cancellation of confirmed tickes well in time, but amount not received in 7
days,
100% of ticket amount
TDR filed but amount not received within 90 days 100% of the TDR amount
14 Tour Package cancelled by the operator /traveler but amount not refunded. 100% of the amount paid
Promised travel mode not provided by the operater the difference in the amount - promised
services and actually provided
VAS and unfair deductions 100% of the loss
Incase of Non Refund / Partial Refund of Security differential amount
delay in Activation of Subscribed Service, 100% of The amount debited or paid
connection Disconnected despite making payment 100% of The amount paid of last bill
payment made
Inflated Bills / Overcharging 100% of the overcharged amount
Phone get disconnected and the balance in the mobile lapses, considered
as consumer detriment
100% of the lapsed amount
16 Policy surrendered within free look period but money not refunded. 100% of the amount paid minus expenses
incurred by company for medical tests done
& misc. expenses if any)
no response from the company on claims made within 60 days of submission 100% of the claimed amount
Claim amount admissable by the company, not received within 60 days 100% of the admisssable amount
17 Electricity New connection amount paid but connection not received. 100% of the amount paid
Bill paid, but the amount still reflecting as due/ not paid. 100% of the amount paid
18 RC copy not received with in 60 days of purchase 100% of the amount paid for the vehicle
Vehicle out of warranty, service charges paid for repairs, but same problem
persists
100% of the service charges paid
Consumer has been charged for the three free services while under warranty 100% of service charges paid
19 Non delivery/ delay in receiving courier 100% of the charges paid
Non receipt /delay in delivery of insured Parcels, 100% insured value of the parcel
Tampering or pilferage of insured parcels 100% insured value of the parcel
extra amount charged for door delivery shipment, but not door delivered 100% of the additional amount charged for
door delivery
20 Education Admission taken in an institute/ college, withdrawn his name within one
month but tuition fee not refunded
100% of the tuition fees paid
21 Placment services amount paid for placement of household help and service not received 100% of the amount paid
22 Non delivery/ delay in receiving courier 100% of the charges paid
Non receipt /delay in delivery of insured Parcels, 100% insured value of the parcel
Tampering or pilferage of insured parcels 100% insured value of the parcel
extra amount charged for door delivery shipment, but did not provide door
delivery
100% of the additional amount charged for
door delivery
23 New connection applied, amount paid but connection not received !00% paid amount
Connection recharged but services not activated !00% paid amount
24 Airlines Tickets cancelled or journey cancelled by airlines and money not refunded 100% of ticket amount
No show cases will not be considered For information
Cargo & Courier
Telecom
Tour & Travels
Insurance
Automobiles
Packers & Movers
DTH/ Cable
15
Nov 2014 – Jan 2015 Page 25
Complaints received on NCH Website have not been included in above analysis
INFOSOURCE REPORT
S.NO
.
NEWSPAPER CALLS- IN
NOS.
S.NO
.
T.V Channel CALLS- IN
NOS.
1 NEWSPAPER - Dainik Jagaran 226 1 Doordarshan 2310
2 NEWSPAPER - Navbharat Times 159 2 Lok Sabha Channel 42
3 NEWSPAPER - Dainik Bhaskar 157 3 Colors 9
4 NEWSPAPER - Times of India 145 4 NDTV TV 6
5 NEWSPAPER - Rajasthan Patrika 128 5 Zee News 12
6 NEWSPAPER - Hindustan 123 6 Zee Channel 9
7 NEWSPAPER - Hindustan Times 97 7 India TV 9
8 NEWSPAPER - Amar Ujala 86 8 T.V Channel - Couldn’t Specify 1011
9 NEWSPAPER - Gujarat Samachar 29 Total 3408
10 NEWSPAPER - Punjab Kesari 24 Radio Program CALLS- IN
NOS.
11 NEWSPAPER - Lokmat 23 1 FM Gold 155
12 NEWSPAPER - Telegraph 21 2 FM Rainbow 7
13 NEWSPAPER - anand bazar patrika 19 3 Radio City 91.1 3
14 NEWSPAPER - Tribune 19 4 Jamia Radio 5
15 NEWSPAPER - Sanmarg 12 5 Radio Mirchi 98.3 10
16 NEWSPAPER - Sandesh Patrika 11 6 Gyanwani ( IGNOU) 6
17 NEWSPAPER - Rashtriya Sahara 10 7 Vividh Bharti 4
18 NEWSPAPER - Times Of India (Kolkatta) 10 8 Red FM 93.5 13
19 NEWSPAPER - Bhaskar 9 9 Radio Program - Couldn’t Specify324
20 NEWSPAPER - Divya Bhaskar 9 Total 527
21 NEWSPAPER - DNA Newspaper 7 WORD OF MOUTH CALLS- IN
NOS.22 NEWSPAPER - Nayi Duniya 7 1 NCH User 4350
23 NEWSPAPER - Indian express 6 2 Friends & Relatives 2469
24 NEWSPAPER - Maharashtra Times 6 3 Walk In 12
25 NEWSPAPER - Others /Couldn’t Specify 870 4 Word of Mouth - Couldn’t Specify 313
Total 2213 Total 7144
INTERNET CALLS- IN
NOS.
OTHERS CALLS- IN
NOS.
1 Google 14751 1 Just dial 1138
2 NCH Website 2060 2 School Text Books168
3 Tamilnadu (VAT) Website 82 3 Consumer Forum 98
4 India Post Website 11 4 Post Office Pass Book91
5 Yahoo.com 10 5 Police 100 Number 44
6 INTERNET - Couldn’t Specify 181 6 Railway Ticket 36
Total 17095 7 LPG Gas Receipt 32
OUTDOOR CALLS- IN
NOS.
8 Mobile Sim25
1 Hoardings 69
9 Kissan Call Centre15
2 Bus Hoardings 15 10 Cinema Hall 12
3 Postcard 8 11 Electricity Bill 10
4 Posters 6 12 Jago re Helpline 9
5 Pamphlets 3 13 Minsitry Facilation Counter 4
6 OUT DOOR - Couldn’t Specify 17
14 State Helpline8
Total 118 15 OTHERS - Couldn’t Specify 1177
EVENTS CALLS- IN
NOS.
Total2867
1 EVENTS - Property Expo2
MAGAZINE CALLS- IN
NOS.2 EVENTS - MTNL Health Mela 2 1 Times Magazine 16
3 EVENTS - Consumer awareness Mela 1 2 Manorama 5
4 EVENTS - Krishi Expo 1 3 Meri Saheli 5
5 EVENTS - Couldn’t Specify 6 4Sarita 4
Total 12 Magazine - Couldn’t Specify 89
Total 119
Total 33500
Infosource Report for the Period of Nov 2014 - Jan 2015
Nov 2014 – Jan 2015 Page 26
Channel – Could not Specify: Callers calling up on National Consumer Helpline, who couldn't remember on which channel they had seen the helpline's advertisement. For e.g. Star News, DD etc
Finding the NCH number through internet is increasing. Almost 51% of callers find out the number through the internet
The above table provides evidence of the social usefulness of the service provided by NCH. Nearly 21.33% of the calls received at NCH originated from word of mouth. Word of Mouth is the best recommendation any service can get. Satisfied consumers often recommend a useful service to friends and relatives. This is true for all kinds of services - paid or free
Newspaper : more calls from local newspaper than National dailies.
*
S.No. Infosource Calls %Age
1 Google 14751 44.03
2 NCH References-Friends & Relatives 6819 20.36
2 Doordarshan 2310 6.90
3 NCH Website 2060 6.15
4 Just Dial 1138 3.40
5 Tv Channel Could not Specify 963 2.87
Total 28041 83.70
Top 5 Infosource of the NCH Toll Free Number
Internet
51.03%
Word of
Mouth21.33%
Newspaper
7.57%
T.V Channels
10.17%
Radio
Programs1.57%
Magazine
0.35%
Outdoor
0.35%
Events
0.04%
Others
8.56%
Infosource Report for the Period of Nov 2014 - Jan 2015
Subset of the above Report
Nov 2014 – Jan 2015 Page 27
Complaint no: 567312 Sector : Real Estate Mr. Jha had purchased a Flat from a private builder in Noida, Uttar Pradesh at the cost of Rs. 49 lacs. Builder has promised him that all the basic and modern amenities such as CCTV Camera, Club facility, Green building, good quality of water with 3 tier security will be provided in this project. Builder gave the possession of the flat around 2 years back but did not provide basic and common facility which also includes 3 tier security having CCTV camera coverage for each floor. Consumer has taken the possession from builder on time. Mr. Jha kept complaining to the builder after possession of the flat for non installation of CCTV camera and other common and basic amenities as promised at the time of agreement, but builder keep assuring him that he will do the needful and he need not to worry. On 20th Sept 2014, consumer left his home with his flat duly locked. But on his return, he found that his flat has been burgled and theft of Rs. 85000 and Jewelry worth Rs. 1 Lac had taken place. The consumer complained that had CCTV cameras been installed, it would have been a deterrent and the theft would not have been taken place. Also CCTV would have ensured that no unwanted person would have entered the building Why is it Interesting? This case seems to be interesting as the basic complaint is against the builder for not providing basics amenities which includes common amenities such as garden, club facility and CCTV surveillance of the premises. The consumer time and again verbally reminded the builder for these but the same was not taken seriously by the builder. This case reflect the progressive consumer mindset who not only wants a quality flat but is also concerned about its security which is promised by builders widely when advertising their project and giving assurance to customers of a fully equipped and secured house. NCH Advice As the consumer had only verbally informed the builder, he was advised to send a written complaint to the builder stating all facts and concerns.
.
Interesting Cases
Nov 2014 – Jan 2015 Page 28
Department of Consumer Affairs Ministry of Consumer Affairs, Food & Distribution
Gate no.6, Krishi Bhawan, New Delhi- 110001
From November 2014 to January 2015, 221 persons visited the facilitation cum information counter of the Department of consumer affairs. We received 170 calls at the counter and National Consumer Helpline counselor provided the desired information. We also provided the information to those people who were directed to us from the reception of Krishi Bhawan. Number of Visitor for Dept of Consumer Affairs/ Number of visitors wanting General information 221 Number of Calls Received for enquires/Complaints 170 ---------------------------------------------------------------------------------------------- Total Number of Visitors & Calls received at the desk 391 ----------------------------------------------------------------------------------------------
The NCH Counselor provides the Toll Free number of NCH/ SCH to every visitor to the facilitation cum information counter. He also provides Consumer Awareness Literature of the Ministry and NCH posters, pamphlets etc. NGOs show keen interest to promote the number of NCH. The counselor also provides information to NGOs and Consumer Protection Units on consumer related queries. The various forms of Weights and Measures to the companies who visit the counter are also given. Complaints which are received at facilitation desk from consumers who visit as well as from staff members of the Ministry is also handled at the desk
Nov 2014 – Jan 2015 Page 29
1. Defective Products
Frequently Occurring Problems (FOPs) Calls %
Service Centre/Dealer not entertaining 1730 25.44
Delay in /Not providing Services 1705 25.07
Same Problem Persist After Repairing 703 10.34
Defective Product -No Replacement/Repair 580 8.53
Unsatisfactory Redressal 407 5.98
After Sales Services not provided 224 3.29
Not Repaired Under Warranty 131 1.93
Charging for repair under Warranty 124 1.82
Non delivery of product 122 1.79
Promised/Offered Gift Not Provided 87 1.28
Selling Duplicate / Spurious Product 79 1.16
Overcharging 66 0.97
Wrong Promises 40 0.59
Misbehavior by Dealers 34 0.50
Paid Amount Not Refunded 31 0.46
Seeds & Pesticides -not effective/ Poor Quality 30 0.44
Unfair Trade Practices 24 0.35
General Enquires and Other Complaints 684 10.06
Total 6801 100.00
2. Telecom
Frequently Occurring Problems (FOPs) Calls %
Unfair Deductions 823 14.59
Inflated Bills / Overcharging 452 8.01
Broadband/ Internet not working / Speed Slow 396 7.02
Unsatisfactory Redressal 307 5.44
Connection not working / Services Barred 241 4.27
Requested Service not provided 240 4.25
Unsatisfactory / Irregular service 237 4.20
Activation of Unsubscribed Services 232 4.11
FOP wise Complaints for top 10 Sectors
Nov 2014 – Jan 2015 Page 30
Frequently Occurring Problems (FOPs) Calls %
MNP related issues 230 4.08
Network Problem 222 3.94
Wrong Promises 202 3.58
Delay in Activation/ providing connection 189 3.35
Required top up value not provided 167 2.96
Fraudulent Issues 158 2.80
Disconnection Without Intimation 143 2.54
Delay in resolving complaint 139 2.46
Non Refund / Partial Refund of Security 107 1.90
Deduction Without Any VAS 96 1.70
Defective Handset / Instrument 91 1.61
Activation of Unsubscribed Plan 80 1.42
Not Disconnecting Connection 63 1.12
Promotional Call / SMS 60 1.06
Customer Care Block/Barred 44 0.78
Disconnection / Demand for re-submission of docs 44 0.78
Disconnecting Service Despite Payment 40 0.71
Delay in /Charging for Migration / Change of Plan 39 0.69
Bill Statement Not Given/Refusal 38 0.67
Non acceptance of change of plan 33 0.59
Threatening Calls 29 0.51
Delay in Activation of Subscribed Service 19 0.34
Tariff Plan Withdrawal within Validity 18 0.32
Receipt of Bills Despite Payments 16 0.28
Misbehavior by call centre / DSA 15 0.27
General Enquires and Other Complaints 431 7.64
Total 5641 100.00
3. E-Commerce
Frequently Occurring Problems (FOPs) Calls %
Non Delivery of Product 1347 26.28
Delivery of Defective Product 894 17.44
Paid amount not refunded 560 10.92
Delivery of Wrong Product 449 8.76
Deficiency in Services 418 8.15
Wrong Promises 316 6.16
Late/Delay delivery of Product 173 3.37
Promised/ Offered gift not given 109 2.13
Nov 2014 – Jan 2015 Page 31
Frequently Occurring Problems (FOPs) Calls %
Overcharged amount not refunded 96 1.87
Product or Accessories Missing 62 1.21
Not getting product back after repair/replacement 63 1.23
Not repaired/replaced under Warranty 82 1.60
General Enquires and Other Complaints 557 10.87
Total 5126 100.00
4. BANKING
Frequently Occurring Problems (FOPs) Calls %
Money not dispensed but debited 269 14.94
Unsatisfactory Bank Redressal 245 13.60
Delay / Denial of Services 230 12.77
Fraudulent transaction 153 8.50
Delay in receipt of ATM / Pin No. 78 4.33
Wrong Service Charges/ excess charges 60 3.33
Discrepancy in amount dispensed by ATM 51 2.83
Delay in clearance of Cheque / Draft / FD 43 2.39
Misbehavior by bank staff/DSA/Rec. agent 41 2.28
Incorrect ROI (Rate of Interest) 38 2.11
Delay in sanction / Disbursement 29 1.61
Non - compliance of customers instructions 25 1.39
Showing dues even after settlement/ payment 21 1.17
promises not fulfilled 19 1.05
A/C freeze due to nonpayment of CC/Loan 12 0.67
Insurance policy given without consent 8 0.44
Non - receipt of billing statement 8 0.44
Not giving NOC / Other Docs 8 0.44
Dishonor of cheque 8 0.44
fake notes dispensed by ATM 7 0.39
Telemarketing Calls 6 0.33
Unauthorized EMI debited 6 0.33
General Enquires and Other Complaints 436 24.21
Total 1801 100.00
Nov 2014 – Jan 2015 Page 32
5. LPG/ PNG
Frequently Occurring Problems (FOPs) Calls %
Delay in delivery 550 30.99
Delay in getting new / DBC connection 87 4.90
Refused or extra charging for Home Delivery 67 3.77
Overcharging 63 3.55
Compelled to buy Gas stove and other items 60 3.38
Cash Subsidy not provided 52 2.93
Not getting subsidized cylinders 50 2.82
Unsatisfactory Redressal 40 2.25
Underweight Delivery 36 2.03
Black Marketing 28 1.58
Delay in /not transferring the connection 27 1.52
Dealer is not attending customer’s call 21 1.18
Leakages / Regulator faulty issues 16 0.90
Connection blocked 14 0.79
Asking or Charged more money for new connection 8 0.45
Inflated bills 8 0.45
General Enquires and Other Complaints 648 36.51
Total 1775 100.00
6. Automobiles
Frequently Occurring Problems (FOPs) Calls %
Customer requirement not entertained by dealer/SC 167 17.84
Same problem persisting after repairs 153 16.35
Delay in providing vehicle documents 104 11.11
Defective Vehicle - has manufacturing defects 90 9.62
Delay in delivery of new vehicle 44 4.70
Offered /Promised Gift not Provided 28 2.99
Mileage not given as per commitment 27 2.88
Delay / Denial in providing Services 26 2.78
Charging during free service period 22 2.35
Vehicle sold has manufacturing defects 22 2.35
Misbehavior by Dealer/Company 26 2.78
Non/partial refund of booking cancellation amount 16 1.71
Exact amount not mentioned on bill 11 1.18
General Enquires and Other Complaints 200 21.37
Total 936 100.00
Nov 2014 – Jan 2015 Page 33
7. Insurance
Frequently Occurring Problems (FOPs) Calls %
unsatisfactory redressal 172 16.52
delay in claim 132 12.68
Rejection of Claim 122 11.72
Wrong Promises by Agent / DSA 80 7.68
Delay in policy document delivery 49 4.71
Non receipt/partial of the claim 34 3.27
refused to honor claim in time 27 2.59
Less amount approved 23 2.21
refusal of payment of money back policy 22 2.11
Requested service not provided 19 1.83
Fraudulent Issue 15 1.44
Non cancellation of the policy 6 0.58
General Enquires and Other Complaints 340 32.66
Total 1041 100.00
8. Education
Frequently Occurring Problems (FOPs) Calls %
Non/ Partial refund of fees 177 22.96
Deficiency in service 89 11.54
Not issuing Certificate/Diploma/Degree/Mark sheet 83 10.77
Wrong Promises 60 7.78
Academic Quality/Management Issue 58 7.52
Not providing basic/promised service 46 5.97
Not refunding money 40 5.19
Delay in completion of course 21 2.72
Not returning original document 15 1.95
Non-Recognition of Univ/College/ Inst /School. 14 1.82
General Enquires and Other Complaints 168 21.79
Total 771 100.00
Nov 2014 – Jan 2015 Page 34
9. Real Estate
Frequently Occurring Problems (FOPs) Calls %
not refunding Money / Cheque bounced 179 19.50
Delay in or construction not completed 89 9.69
Not giving possession even after payment 86 9.37
not giving promised/booked plot/flat/ area 70 7.63
Delay in or not getting possession 44 4.79
Property documents/ other documents not given 33 3.59
Asking for more money then agreed 31 3.38
Deficiency in Services 30 3.27
low quality building material used 30 3.27
Sale/launch of disputed/ unapproved land/ property 21 2.29
Builders unbalanced agreement 17 1.85
Promised discount/ Gift not given 15 1.63
Promised /Basic amenities not provided 14 1.53
Cancellation of booking without information 8 0.87
Asking extra money for various Amenities 6 0.65
General Enquires and Other Complaints 245 26.69
Total 918 100.00
10. Postal
Frequently Occurring Problems (FOPs) Calls %
Postal items not delivered/late delivered 504 55.75
Not getting maturity amount/endowment of PLI & RPL 18 1.99
delay or not received money order 11 1.22
RD, NSC, KVP matured but amount not received 15 1.66
Unsatisfactory redressal 8 0.88
Required denominations not available 7 0.77
Received in bad /pilferage condition 6 0.66
Delay in transfer of Saving Account/ KVP/RD/PLI 2 0.22
General Enquiries and Other Complaints 333 36.84
Total 904 100.00
Recommended