A Public Service Project sponsored by Dept .of Consumer Affairs,

Government of India

Summary Report – April 2017

National Consumer Helpline

Centre for Consumer Studies, Indian Institute of Public Administration,

Indraprastha Estate, Ring Road, New Delhi-110002

Toll-free Number: 1800-11-4000 or Short code: 14404 Consumer App (download from Google play store)

SMS: +918130009809

Website: www.consumerhelpline.gov.in You can also chat with us on our website

NCH – April 2017

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National Consumer Helpline – April 2017

In the month of April 2017, National Consumer helpline registered 36,277

dockets. Out of 36,277 complaints, 24,484 complaints were handled at Toll

free number, 1,299 outbound calls were made to SMS received, and 10,296

complaints were reported on Website and 196 complaints reported through

“Consumer App”.

On the web chat from 1th April to 30th April 2017, 5106 user‟s queries and

complaints were handled. On an average, 222 users are contacting NCH per

day through web chat.

The NCH Website www.nationalconsumerhelpline.in has registered a hit

count of 2, 12,416 during the month.

Region wise, the maximum numbers of complaints registered were from Uttar

Pradesh – 5,097 calls, forming 14.05% of total dockets made. Among the top

five states are Maharashtra, Delhi, Rajasthan and West Bengal registering

between 13.72.% to 6.46% of total dockets Delhi is at the third position.

Sector wise, the ‘e-Commerce’ sector contributed the highest number of

complaints– 17% of the total dockets made i.e. 6132. „Telecom’ Sector was

at second position with 13% of the total dockets. The rest of the top five

sectors are ‘Banking’, ‘Electronic Products’ and „Consumer Durables’

registering between 7% to 5% of total docket made.

In the „Continual Consumer Education‟ series every morning, 23 sessions on

various topics were held.

Convergence – 14,405 complaints were registered against Convergence

companies and 7,202 responses were received from them, the response at

50%.

Responses from consumers (User Review): Complainants have posted

446 user remarks on the portal. In 288 cases, consumers have confirmed

that their problem was resolved, accounting for 65% of total responses.

Public/Consumer Feedback: There were 74 direct feedback on the

website. 9 consumers were dissatisfied with company response, delay in

response received were 15, satisfied with company response/advice were 7,

Enquires were 5, Suggestions were 6 and Complaints were 32.These

complaints cannot be handled as no contact details are to be mentioned in

public feedback.

Email and Letters: 413 emails were received from Department of Consumer

Affairs, out of which 206 complaints were registered on INGRAM. 28 letters

received by posts which have been replied to.

NCH – April 2017

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NCH in the Press: An informatics articles on NCH in the Times of India was

published.

Top 10 states of India -calls to NCH-April 2017

S.No State Calls Percentage of Total calls

1 UTTAR PRADESH 5097 14.05

2 MAHARASHTRA 4977 13.72

3 DELHI 4686 12.92

4 WEST BENGAL 2360 6.51

5 RAJASTHAN 2344 6.46

6 MADHYA PRADESH 2230 6.15

7 GUJARAT 2141 5.90

8 KARNATAKA 2111 5.82

9 HARYANA 2020 5.57

10 BIHAR 1455 4.01

STATE – WISE COMPLAINTS RECEIVED AT NCH

NCH – April 2017

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*Others’sector includes 40% as general enquiries.

SECTOR- WISE COMPLAINTS

Gender wise Calls

NCH – April 2017

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.

Month

SMS Letters

Total SMS Received

Dockets made in INGRAM (excludes repeat and Already

spoken)

Total Complaints

Received

Disposed

April 2017 2,166 1,299 28 28

Convergence Companies Non Convergence Companies

Month Total

Complaints Received

Responses received

Total Complaints Received

Disposed / Action taken(email sent)

April 2017 14,405 7,202 (50%)* 9,065 9,065

*Response% is with respect to the number of complaints created and responded to in the same month .It does not include the response received on the dockets created in the previous month

Total Email received

Total Emails

received

Complaint received (Unique)

registered on INGRAM

Repeat emails

Incomplete Information-responded on email

Outside the purview of NCH

413 206* 141 65 1

**Not handled by NCH

*Status of Complaints/ enquiries registered on INGRAM (206)

Resolved by

Company

Advised by NCH

on enquiries

In Process

Move to Govt.**

Not responded by Company – Further

advise given by NCH

73

22

54

50

7

GRIEVANCE REDRESSAL@ NCH

STATUS OF COMPLAINTS RECEIVED FROM SMS & LETTERS

EMAILS FROM DCA

NCH – April 2017

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Complaints are forwarded to NCH through PG Portal www.pgportal.gov.in . The status of

complaints for April 2017 is as under:

*Consumer Details Not Available

No.

Complaints

Received/

carry forward

from last

month

Grievance

disposed Pending

Pending

(0-15

days)

Pending

(16 -30

days)

Pending

(31 -50

days)

Pending

(51 to

60

days)

765 470 295 167 80 48 0

SUGGESTIONS DURING MONTH*

This is one of the best service that Indian Government has started for Indian public. Here you have empowered a common citizen. My feedback relates to improving User Interface of the website. Secondly, the website is not at all mobile friendly. Honorable Mr Prime minister of India also in his speech referred to digitalizing India, primarily because of large mobile user base India has now. Please make site more mobile friendly. You can contact me over phone for detailed feedback.

Hon. Minister has advised restaurants to ration dishes:- I suggest for avoiding food wastage, Restaurants of every standers should also serve half plate. This will avoid wastage when one or two persons are ordering.

CENTRALIZED PUBLIC GRIEVANCE REDRESS AND

MONITORING SYSTEM (CPGRAMS)

SUGGESTIONS ON PUBLIC FEEDBACK ON PORTAL

NCH – April 2017

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Source: Apr 30 2017: the Times of India (Delhi)

NCH in Press