nov 2014 to jan 2015

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: [email protected], Website: www.nationalconsumerhelpline.in

National Consumer Helpline

Centre for Consumer Studies, Indian Institute of Public Administration,

Indraprastha Estate, Ring Road, New Delhi-110002

mailto:[email protected]

http://www.nationalconsumerhelpline.in/

Nov 2014 – Jan 2015

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 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

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

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

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

\

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

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

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

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

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

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

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

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

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

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

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

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

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

http://en.wikipedia.org/wiki/Surveying

http://en.wikipedia.org/wiki/Market_research

http://en.wikipedia.org/wiki/Mass_media

http://en.wikipedia.org/wiki/Marketing

http://en.wikipedia.org/wiki/IMRB_International

http://en.wikipedia.org/wiki/Market_segment

http://en.wikipedia.org/wiki/Consumer_behavior

http://en.wikipedia.org/wiki/Market_segmentation

Nov 2014 – Jan 2015

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

(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

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

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

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

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

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

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

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

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


Unfair Deductions 823 14.59

Inflated Bills / Overcharging 452 8.01

Broadband/ Internet not working / Speed Slow 396 7.02


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


MNP related issues 230 4.08

Network Problem 222 3.94


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


Total 5641 100.00

3. E-Commerce


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


Late/Delay delivery of Product 173 3.37

Promised/ Offered gift not given 109 2.13

Nov 2014 – Jan 2015


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


Total 5126 100.00

4. BANKING


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


Total 1801 100.00

Nov 2014 – Jan 2015

5. LPG/ PNG


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


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


Total 1775 100.00

6. Automobiles


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


Total 936 100.00

Nov 2014 – Jan 2015

7. Insurance


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


Total 1041 100.00

8. Education


Non/ Partial refund of fees 177 22.96

Deficiency in service 89 11.54

Not issuing Certificate/Diploma/Degree/Mark sheet 83 10.77


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


Total 771 100.00

Nov 2014 – Jan 2015

9. Real Estate


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


Total 918 100.00

10. Postal


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

nov 2014 to jan 2015

Documents