Quarterly Report – May 2015 – July 2015 National Consumer Helpline
32
Project of Union Ministry of Consumer Affairs, Food and Public Distribution Quarterly Report – May 2015 – July 2015 Toll-free Number: 1800-11-4000, SMS: +918130009809 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
Transcript of Quarterly Report – May 2015 – July 2015 National Consumer Helpline
Project of Union Ministry of Consumer Affairs, Food and Public Distribution
Quarterly Report –
May 2015 – July 2015
Toll-free Number: 1800-11-4000, SMS: +918130009809 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
May 2015 –July 2015 Page 2
NCH Report – Compiled for period of May to July 2015
Effective November 2014, NCH has been submitting a summary report every month with a detailed report every quarter. Accordingly, the detailed report for the month of May, June and July 2015 has been compiled. In this period, National Consumer helpline handled 42,811 calls, which includes complaints received on NCH website and sms. The website hits continue to increase and had crossed 5 Lacs hits in July 2015. The number of complaints received at NCH website is increasing significantly. There is an increment of 94% from last quarter to the present one. The dipstick feedback on complaints resolved by companies’ stands at 77 % this quarter We shall be pleased to submit any additional information that may be required by the Department (Deepika Sur) (Prof Suresh Misra) Project Manager Project Director
May 2015 –July 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) Continuous Consumer Education 8
6) Feedback on NCH Counseling 10
7) Complaints responded by Convergence Companies 11
8) Responses directly from Complainants 12
9) Dipstick Feedback – to gauge the responses of
Convergence Companies 14
10) Administration 15
11) NCH Website 16
12) Outbound Calls made to sms and website complaints 17
13) Socio Economic Classification 18
14) Consumer Detriment 20
15) Info-source 24
16) Facilitation Desk at Krishi Bhawan 26
17) FOP wise Complaints for top 10 Sectors 27
Contents
May 2015 –July 2015 Page 4
A snapshot of the period of May 2015 to July 2015
The total no. of dockets made / updated from calls handled at the helpline, SMS received along
with Complaints registered on NCH Website during the period May 2015 to July 2015 were
42,881 Out of these. 28,807 calls were handled on Toll free number, 6781 outbound calls were
made to sms received, and 14,004 complaints were reported on NCH Online Complaint
Management System. These calls are included in the total of 42, 811 calls handled.
The maximum numbers of calls were from Delhi – 8076 calls, forming 18.86% of total calls. The
rest of the top five states are Uttar Pradesh, Maharashtra, Haryana and West Bengal registering
between 15% to 7% of total calls.
The ‘Product’ sector contributed 20.87% of the calls i.e. 8935. Telecom continues to be at the
second position at 17%. The rest of the top five sectors are ‘e-Commerce’, ‘Banking’ and
‘LPG/PNG’ registering between 16% to 5% of total calls..The Product sector has registered an
increase from 15% to 20% quarter on quarter. Also there is continued increase in complaints of
e-commerce, as it’s an emerging sector.
Responses to complaints/ feedback received from May 2015 to July 2015 are 10,647. Out of this,
10,340 complaints (including pending) were responded to, by various companies under
convergence. 307 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 9,22,462 during the
period May 2015 to July 2015.
Consumer detriment for the period May 2015 to July 2015 has been computed at
Rs.102,77,05,224 for 15,205 dockets. This was calculated on the basis of average consumer
detriment value in each sector. Value wise, the top sectors for consumer detriment continued to
be Real Estate, Automobiles, Defective products, Medical Negligence and Motor Vehicle
Insurance.
.
.
May 2015 –July 2015 Page 5
NCH has handled 42, 811 calls / Complaints at the Call centre and NCH website during the period May 2015 to July 2015. The State wise distribution of 42811 cases handled during the period is as under: -
GEOGRAPHICAL DISTRIBUTION
May 2015 –July 2015 Page 6
S.No. Sectors Calls %Age S.No. Sectors Calls %Age
1 Defective Products 8935 20.87 27 RTI 92 0.21
2 Telecom 7336 17.14 28 Publication 104 0.24
3 E-Commerce 6681 15.61 29 Drugs & Cosmetics 67 0.16
4 Banking 1236 2.89 30 Medical Others 72 0.17
5 LPG/PNG 2130 4.98 31 UIDAI Authority 70 0.16
6 DTH/ Cable 968 2.26 32 Share & Brokerage 24 0.06
7 Real Estate 1076 2.51 33 Public transport 31 0.07
8 Automobiles 1180 2.76 34 Petroleum 35 0.08
9 Insurance 1021 2.38 35 Water 37 0.09
10 Travel & Tours 930 2.17 36 Beauty & Health Care Services 35 0.08
11 Education 700 1.64 37 Mediation Centre 23 0.05
12 Weights & Measures 604 1.41 38 PASSPORT 26 0.06
13 Postal 594 1.39 39 PAN CARDS 18 0.04
14 NBFC`s 696 1.63 40 Standards 30 0.07
15 Electricity 535 1.25 41 Misleading ads 18 0.04
16 Placement Services 474 1.11 42 Service Tax 13 0.03
17 Courier /Cargo 248 0.58 43 Mutual Funds 10 0.02
18 Food 440 1.03 44 Bar Council 3 0.01
19 Legal 341 0.80 45 M Commerce 5 0.01
20 Airlines 340 0.79 46 Commodity 0 0.00
21 Medical Negligence 432 1.01 47 Pharmacy Council of India 1 0.00
22 Railways 314 0.73 48 Women Helpline 1 0.00
23 Public Distribution System 308 0.72 49 others-Service 1029 2.40
24 Packers & Movers 175 0.41 50 Enquiries & complaints outside
the CPA ambit
2719 6.35
25 VAT 241 0.56 51 Complaints against Fraud 360 0.84
26 Employees Provident Fund 53 0.12 Total 42811
Sector wise for the Period of May 2015 to July 2015
Sector wise Calls
Defective Products
20.87%
Telecom
17.14%
E-Commerce
15.61%
LPG/PNG
4.98%
Banking
2.89%
Automobiles
2.76%
Real Estate
2.51%
Insurance
2.38%
DTH/ Cable
2.26% Travel & Tours
2.17%
Education
1.64%
NBFC`s
1.63%
Weights & Measures
1.41%
Postal
1.39%
Electricity
1.25%
Placement Services
1.11%
Other Sectors
18.02%
Sectoral Distribution of Calls for Period of May 2015 - July 2015
Total -42811
May 2015 –July 2015 Page 7
924
1163
792
826
1201
1550
1072
1252
1156
1618
16061153
497
828
915
1195
1477
1151
1225
1061
1115
1492
19922479
145
150
104
145
258
277
105
63
88
131
90
86
0 500 1000 1500 2000 2500 3000 3500 4000
Aug 2014
Sept 2014
Oct 2014
Nov 2014
Dec 2014
Jan 2015
Feb 2015
Mar 2015
Apr 2015
May 2015
June 2015
July 2015
Feedback
Mo
nth
s
Feedback for the period August 2014 to July 2015
Offline Responses from Convergence Companies
Online Responses from Convergence Companies
Feedback received from consumer for non converence companies
There is very little change in percentage of women calling in last 12 months. From 7%, same period last year it has reached to 9 % this quarter.
GENDER WISE DISTRIBUTION
MALE
91.32%
FEMALE
8.68%
Genderwise Distribution of Calls for May to July 2015
MALE FEMALE
May 2015 –July 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.
Continuous Consumer Education Sessions in May 2015 to July 2015
Sector No of Days Topics Covered
BFSI 14 this sector includes Banking, Financial Service, NBFC and Insurance, Kind of complaints & Resolution in Banking & Insurance Industry. Health Insurance and Motor Vehicle Insurance Observation on NBFCs complaints, Company deposits scheme, Insurance- Type of Gadget Insurance & its resolution, FAQs of travel Insurance, Social Security schemes - Pradhan Mantri Suraksha Bima, Pradhan Mantri Jeevan Jyoti Bima and Atal pension scheme
Quality & Auditing 11 Discussion on Overall Quality and taking of data and drafting of complaints. Auditing by Sector experts and Interesting stories.
Telecom/ DTH/ Cable
6 Directives of TRAI with respect to Broadcaster and Digital Addressable Cable System (DAS), the FAQs of DAS, The Complaint handling system of TCCSMS, Issues related to Broadcaster , DTH & Cable & Consumer Responsibility QoS of DTH and cable operators
Education 5 Education FAQs, grievance redressal and education council, the role of Grievance committee and ombudsman at Institution and University level. Academic Issues of University and deficiency in service as part of the Institute and Consumer Protection
ecommerce 5 The frequently occurring questions and answer for e-commerce complaints, jurisdiction of consumer forum on issues pertaining to ecommerce complaints, FAQs on types of ecommerce, e-commerce and distance selling complaints and mechanism to resolve these complaints
Electricity 5 Electricity Consumer grievance redressal as per Electricity Act 2003, the role of CGRF, Electricity Ombudsman, relief available to consumers, Complaints related to DISCOMs and complaint redressal of company, ombudsmen level
Food Safety 4 Discussion on Maggie Controversy and NCH replies to Complaint, Information on FSSAI Product Recall. Food Safety & labeling rules, the order of FSSAI and Role of State food authority in food adulteration
CONTINUOUS CONSUMER EDUCATION EDUCATIONEDUCATIONOGRAMME
May 2015 –July 2015 Page 9
Sector No of Days Topics Covered
Legal 5 observation of complaints related to Consumer forum and Execution of consumer forum order with respect to section 25 and section 27. Builder Buyer Agreement and Consumer protection and complaints related to Housing sector by Pvt. builders and Govt developers & role of CPA. Recent Judgment of the state commission and national commission on transaction of shares to be excluded from CPA
RTI 4 The handbook on Right to Information Act with the role appellate authority and the role of SIC and CIC. Online filling of RTI application for central government department & ministry
Consumer Detriment
2 Drafting of Complaint and capturing of information, Calculation mechanism for Consumer Detriment
Misleading Ads 2 Misleading & deceptive advertisement and role of ASCI and GAMA Portal & its role in combating misleading advertisement
Railway 2 Railway refund rules of cancellation of train especially late running of trains
Weight & Measures 1 FAQs of Weight & measures and relief available to consumers
Travel & Tours 1 Complaints related to Travel Agents, Tour Operators and the role of the tour operations association of India
Service Tax 1 Service Tax, VAT and calculation of taxes on restaurant bills.
LPG 1 LPG portability & migration between intercompany & intra company
Airlines 1 Know your right for flyers - DGCA role and cancellation charges on air tickets
Placement 1 Questions & Answers on Placement Services & complaints resolution
Newspaper Clipping
1 News clipping of Real Estate & Consumer protection followed by Questions & Answers
Total 72
May 2015 –July 2015 Page 10
The feedback on counseling services by NCH is been evaluated for over ten months now. All complainants who have registered their email id receive a feedback questionnaire asking them to evaluate their experience of our service. Total Questionnaires mailed were 17304 and responses received are 464. Pariculars 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 334 331 313 322 331
No 15 17 35 24 17
Not specified 115 116 116 117 116
*Out of those who have replied, consumer satisfaction averages 4.10 out of 5 for the period May to July 2015, where 5 stand for
very satisfied and 1 stands for extremely dissatisfied
Highlights of Specific Comments – Reproduced as received
Docket number
Feedback Received
596288
“I do much appreciate your work and help to common public. Call was perfect
with guiding how to proceed. Now hope for perfect resolution which makes my money worthy”
592622 “Dear team I would like to thanks you for the information you have given and the procedure you told me. It was a nice experience”
597649
“I also got a very good response from the consumer team and would request to keep the good work going. Also i would like to suggest if we can revamp our website and come up with mobile app which can help in a greater extent”
540006
―Hi NCH Team, It is truly great help from you in guiding to use the great power
with the consumers. It was very easy for me to get through my problem with your help otherwise I would have to run pillar and post. Thank you for your
help”
604922
“Totally satisfied with your modus operandi. Prompt & quick line of action without delay”
605311
“I’m really happy to see that this initiative is so prompt, simple and convenient, it really gives the consumer a boost of moral support which is
extremely helpful! Many Thanks for your support.”
594615
“your endeavors to help me truly needs to be lauded. Intex had been toying with me before I approached you all..but because of your efforts Iwas given a new mobile in place the earlier damaged one. Thnx.”
611388 “The process was very smooth and the customer care lady understood and guided me with utmost attention and listened to me very patiently.”
Feedback on Counseling Services of NCH
May 2015 –July 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.
S.No Month Complaints
1 August 2014 1886
2 September 2014 2434
3 October 2014 2387
4 November 2014 2824
5 December 2014 3097
6 January 2015 2871
7 February 2015 2558
8 March 2015 2751
9 April 2015 2935
10 May 2015 3895
11 June 2015 4404
12 July 2015 4401
Convergence @ NCH Convergence @ NCH
* *
CONVERGENCE @ NCH
May 2015 –July 2015 Page 12
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.
924
1163
792
826
1201
1550
1072
1252
1156
1618
1606
1153
497
828
915
1195
1477
1151
1225
1061
1115
1492
1992
2479
145
150
104
145
258
277
105
63
88
131
90
86
0 500 1000 1500 2000 2500 3000 3500 4000
Aug 2014
Sept 2014
Oct 2014
Nov 2014
Dec 2014
Jan 2015
Feb 2015
Mar 2015
Apr 2015
May 2015
June 2015
July 2015
Feedback
Mo
nth
s
Feedback for the period August 2014 to July 2015
Offline Responses from Convergence Companies
Online Responses from Convergence Companies
Feedback received from consumer for non converence companies
RESPONSES RECEIVED – CONVERGENCE & DIRECT
May 2015 –July 2015 Page 13
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 1112 49 Kent RO Systems Ltd 24
2 Bharti Airtel Ltd 880 50 Cleartrip Pvt. Ltd 22
3 Vodafone Ltd 752 51 Airtel Digital 21
4 Flipkart.com 690 52 Apollo munich general insurance 20
5 Paytm.com 674 53 Bajaj Electricals 20
6 Snapdeal.com 595 54 IBall 20
7 Aircel Ltd 402 55 Philips India Ltd 20
8 Tata Teleservices Ltd 382 56 Godrej 17
9 Samsung Electronics India Ltd 358 57 Toshiba Laptop 17
10 shopclues.com 293 58 Electrolux 16
11 Micromax Infomatics Ltd 249 59 Induslnd Bank 15
12 Karbonn Mobiles 248 60 Asus Technology 14
13 HDFC Bank Ltd 234 61 Bluestar 14
14 ICICI Bank 230 62 Bajaj Allianz Life Insurance 13
15 Videocon Industries Ltd 230 63 CitiBank Ltd 13
16 Tata Sky Ltd 227 64 BSES-Yamuna 12
17 e-bay.in 198 65 Max Life Insurance 12
18 Whaaky.com 156 66 Blackberry 11
19 Tikona Digital 135 67 HP 11
20 Lava Mobile 117 68 IFB Appliances 11
21 HomeShop18 114 69 Beetal 10
22 Microsoft India Ltd 111 70 Bajaj Consumer Finance 9
23 Xolo Care 107 71 Reliance Life Insurance 9
24 Spice 106 72 Aviva Life Insurance 7
25 Dell 104 73 Skoda automobiles 7
26 Indiatimes 92 74 Luminous 6
27 Yepme.com 92 75 Matix Telecom 6
28 LG India Ltd 91 76 Sun Direct 6
29 Sony Ericsson 85 77 BSES-Rajdhani 5
30 MakeMy Trip 79 78 Carrier 5
31 Panasonic India 74 79 Epson 5
32 Aakas and Ubislate 68 80 Tata Motors Finance Company 5
33 HTC India Ltd 53 81 United Insurance 5
34 Tata Motors 52 82 Videocon Moblie Handset 5
35 Kotak Mahindra Bank 50 83 Bajaj Auto 4
36 Voltas Ltd 49 84 BIG TV 4
37 Intex Technologies Ltd 48 85 BSNL Penta 4
38 Videocon D2H 47 86 Zen Mobile 4
39 Mobikwik 41 87 Bajaj Auto Finance Ltd 3
40 Gionee Mobiles 38 88 Yatra.com 3
41 Sony India Ltd 37 89 India Today 2
42 Jabong.com 33 90 Maxx Mobile 2
43 Naaptol.com 31 91 Sunflame Appliances Ltd 2
44 Dish TV 29 92 Bharti Axa general Insurance 1
45 Den Network 26 93 Celkon Mobile 1
46 Honda MotorCycle & Scooter India 26 94 Tata Power Delhi Distribution Ltd 1
47 Pure it ( Hindustan Unilever Ltd) 25 95 Reliance General Insurance 1
48 Infibeam.com 25 10340
Responses Received under Convergence for the Period May to July 2015
Total
May 2015 –July 2015 Page 14
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 May to July 2015 is given below.
Sector No. of
Responses Received
Complainant Contacted
Resolved Not resolved % of resolved
Banking 19 10 7 3 70.00
DTH/ Cable 88 45 38 7 87.98
E-commerce 221 96 77 19 80.98
Product 313 136 110 26 82.09
Telecom 371 151 93 58 65.78
Total 1012 438 325 113 77.37
Feedback on Resolution given by Convergence Companies
May 2015 –July 2015 Page 15
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 7
7 Market Research Associate 1
8 Messenger 1
9 Trainee Counsellor 4
10 Sector Expert 2
Total 22
Staff Details
May 2015 –July 2015 Page 16
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) May 2015 - 3, 38,344
2) June 2015 - 4, 15,349
3) July 2015 - 5, 07,113
Unique User Hit Count on the website
1) May 2015 - 42,117
2) June 2015 - 46,171
3) July 2015 - 34,469
Traffic Sources Overview on NCH Website
Search Engines – 75.63%
Direct Traffic – 17.24%
Referring Sites – 6.58.%
Most visited Pages:
Complaint File Complaint login Contact Consumer Tips About NCH Terms of Services Convergence view
Disclaimer
Consumer Velocity
Jagriti
Socio Economic
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: 18,551
Total Complaints Received: 15,738,
Unique Complaints – 14,004
Complaint Login Home Page Interesting Cases Statistical 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 period after searching in major search engines like
Yahoo, MSN and Google, are 75.63%.
4 Direct Traffic- 17.24% 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 registrat ion 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.
May 2015 –July 2015 Page 17
Outbound Calls Report
Outbound dialing is a process in which NCH counsellors make outbound calls to consumers and 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 – SMS and website complaints
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 Received2635
Unique Count of SMS uploaded 2102
Website non convergence
complaints received 12365
Website non convergance
complaints uploaded 9522
Total Lead uploaded in the month11627
Spoken to6781
Not contacted4846
Docket made6781
Out bound Calls Report -May to July 2015
May 2015 –July 2015 Page 18
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
May 2015 –July 2015 Page 19
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 3628 callers from May to
July 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 86%
of all 3628 callers. Rest of the callers (14%) belong to the
economic sections with average Monthly Household Incomes
equal or lower than Rs.3986.
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 – 3628 respondents.
Class No of Callers Average Monthly
Household Income
(in Rs.)*
A1 904 16849
A2 933 9122
A3 625 6663
B1 359 5747
B2 284 4798
C1 168 3986
C2 102 3413
D1 123 2987
D2 77 2391
E1 43 1955
E2 8 1607
E3 2
Total 3628
904 933
625
359284
168102 123 77 43
8 20
100
200
300
400
500
600
700
800
900
1000
A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3
No. of
Callers
Socio Economic CLassification
SEC CLassification of Callers for May to July 2015
May 2015 –July 2015 Page 20
(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
May 2015 –July 2015 Page 21
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– May to July 2015
For the Period of May 2015 to July 2015, on the basis
of average detriment value calculated for each sector,
consumer detriment was calculated for 15,204
dockets as Rs.102, 77, 05,224.
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 May 2015 June 2015 July 2015 Total Detriment Value
1 Real Estate 279322023 257637571 234185748 771145342
2 Automobiles 58603347 24406310 38632306 121641963
3 Products 13398944 12671414 12527610 38597968
4 Medical Negligence 299710 10260000 6580000 17139710
5 Motor Vehicle Insurance 1970083 8242000 4460236 14672319
6 Banking 6719207 3736834 3288941 13744981
7 E-Commerce 4597903 3624247 2966478 11188627
8 Education 4165372 2161811 3165500 9492683
9 Travel & Tours 1552624 2935516 996574 5484714
10 Life Insurance 688493 3464500 0 4152993
11 Placement Services 1570140 1119720 1234494 3924353
12 Health Insurance 712201 2052142 852178 3616520
13 Legal 672600 505750 1221934 2400284
14 Packers & Movers 819394 419400 739750 1978544
15 Telecom 400033 621409 408990 1430432
16 Electricity 357744 807075 163400 1328219
17 Airlines 566636 476971 234497 1278103
18 LPG/PNG 289724 261989 231867 783579
19 DTH / Cable 116155 105769 320760 542683
20 Postal 17573 89003 362613 469190
21 Railways 31620 154672 62689 248981
22 Courier /Cargo 146099 16593 23065 185757
23 General Insurance 76081 25500 16000 117581
24 Food 26487 9806 61223 97516
25 Weights & Measures 11242 5915 5129 22286
26 Drugs & Cosmetics 78 1879 836 2793
27 others-Service 598491 528504 890107 2017102
Total 377730003 336342299 313632922 1027705224
May 2015 –July 2015 Page 22
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
May 2015 –July 2015 Page 23
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
May 2015 –July 2015 Page 24
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 116 1 Doordarshan 1501
2 NEWSPAPER - Dainik Bhaskar 76 2 Zee News 118
3 NEWSPAPER - Hindustan 75 3 Lok Sabha Channel 41
4 NEWSPAPER - Navbharat Times 63 4 Zee Channel 12
5 NEWSPAPER - Amar Ujala 53 5 Aaj Tak 12
6 NEWSPAPER - Rajasthan Patrika 46 6 Star Plus 7
7 NEWSPAPER - Hindustan Times 37 7 Colors 6
8 NEWSPAPER - Times of India 37 8 T.V Channel - Couldn’t Specify 562
9 NEWSPAPER - Punjab Kesari 20 Total 2259
10 NEWSPAPER - Economics Times 11 Radio Program CALLS- IN
NOS.
11 NEWSPAPER - Lokmat 9 1 FM Gold 225
12 NEWSPAPER - Bhaskar 8 2 FM Rainbow 14
13 NEWSPAPER - Lok Satta 8 3 Radio City 91.1 14
14 NEWSPAPER - Vartamaan 8 4 Aakash Vani 11
15 NEWSPAPER - Prabhat Khabar 7 5 Radio Mirchi 98.3 5
16 NEWSPAPER - Tribune 7 6 Red FM 93.5 3
17 NEWSPAPER - Samaj - Orissa 6 7 Jamia Radio 3
18 NEWSPAPER - Gujarat Samachar 5 8 Gyanvani (IGNOU) 1
19 NEWSPAPER - Emolyment News 3 9 Radio Program - Couldn’t Specify250
20 NEWSPAPER - Maharashtra Times 3 Total 526
21 NEWSPAPER - Nayi Duniya 3 WORD OF MOUTH CALLS- IN
NOS.
22 NEWSPAPER - Telegraph 3 1 NCH User 3405
23 NEWSPAPER - Anand Bazar Patrika 2 2 Friends & Relatives 2334
24 NEWSPAPER - Dainik Lokmat 2 3 Walk In 11
25 NEWSPAPER - Others /Couldn’t Specify 398 4 Word of Mouth - Couldn’t Specify 250
Total 1006 Total 6000
INTERNET CALLS- IN
NOS.
OTHERS CALLS- IN
NOS.
1 Google 11624 1 Just dial 709
2 NCH Website 5205 2 Through SMS Promotional Campaign701
3 Tamilnadu (VAT) Website 40 3 School Text Books 93
4 Yahoo.com 7 4 Post Office Pass Book63
5 India Post Website 5 5 Police 100 Number 58
6 TRAI Website 3 6 Consumer Forum 47
7 INTERNET - Couldn’t Specify 83 7 Mobile Sim 12
Total 16967 8 State Helpline9
OUTDOOR CALLS- IN
NOS.
9 Electricity Bill8
1 Hoardings 63 10 Railway Ticket 8
2 METRO Horadings 36 11 LPG Gas Receipt 6
3 Bus Hoardings 20 12 Minsitry Facilation Counter 6
4 Posters 6 13 Grahak Sewa Kendra 5
5 Postcard4
14 Jago Re Helpline4
6 Pamphlets 1 15 Ration Depot 4
7 OUT DOOR - Couldn’t Specify 7
16 OTHERS - Couldn’t Specify 830
Total 137 Total2563
EVENTS CALLS- IN
NOS.
MAGAZINE CALLS- IN
NOS.
1 EVENTS - SEMINAR 1 1 Times Magazine 6
2 EVENTS - MTNL Health Mela 3 2 Meri Saheli 3
3 EVENTS - Krishi Expo 2 3 Yojana 2
4 EVENTS - Property Expo 3 4 Vanita 2
5 EVENTS - Couldn’t Specify 5 5 Magazine - Couldn’t Specify 23
Total 14 Total 36
Total 28807
Infosource Report for the Period of May 2015 - July 2015
May 2015 –July 2015 Page 25
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
Searching for NCH number through internet is increasing. 58% 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 18% of the calls received at NCH originate 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
Subset of the above Report
S.No. Infosource Calls %Age
1 Google 11624 40.35
2 NCH Website 5205 18.07
3 NCH References-Friends & Relatives 5191 18.02
4 Doordarshan 1501 5.21
5 Just Dial 709 2.46
6 SMS Promotional Campaign 701 2.43
7 Tv Channel Could not Specify 525 1.82
Total 25456 88.37
Top Infosource of the NCH Toll Free Number
Internet
58.90%
Word of
Mouth18.39%
TV Channels
7.84%
Newspaper
3.49%
Radio
Programs1.83% Outdoor
0.48%
Magazine
0.12%
Events
0.05%
Others
8.90%
Infosource Report for the Period of May 2015 - July 2015
May 2015 –July 2015 Page 26
Department of Consumer Affairs Ministry of Consumer Affairs, Food & Distribution
Gate no.6, Krishi Bhawan, New Delhi- 110001
From May 2015 to July 2015, 211 persons visited the facilitation cum information counter of the Department of consumer affairs. We received 229 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 211 Number of Calls Received for enquires/Complaints 229 ---------------------------------------------------------------------------------------------- Total Number of Visitors & Calls received at the desk 440 ----------------------------------------------------------------------------------------------
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
May 2015 –July 2015 Page 27
1. Defective Products
Sr. No. Frequent Occurring Problems Complaints %
1 Delay in /Not providing Services 1966 29.51
2 Defective Product -No Replacement/Repair 1172 17.59
3 Service Centre/Dealer not entertaining 1074 16.12
4 Same Problem Persist After Repairing 791 11.87
5 Unsatisfactory Redressal 423 6.35
6 After sale service not provided 317 4.76
7 Not Repaired Under Warranty 170 2.55
8 Charging for Repair Under Warranty Period 147 2.21
9 Non delivery of product 108 1.62
10 Selling Duplicate / Spurious Product 106 1.59
11 Promised/Offered Gift Not Provided 53 0.80
12 Paid Amount Not Refunded 48 0.72
13 Misbehavior by Dealers 45 0.68
14 Seeds & Pesticides Complaints 40 0.60
15 Unfair Trade Practices 20 0.30
16 Others Complaints 183 2.75
Total 6663 100.00
2. Telecom
Sr. No. Frequent Occurring Problems Complaints %
1 Unfair Deductions/ Deductions without any VAS 762 12.20
2 Broadband/ Internet not working / Speed Slow 661 10.58
3 Inflated Bills / Overcharging 568 9.09
4 Connection not working / Services Barred 373 5.97
5 Network Problem 351 5.62
6 Wrong Promises 332 5.31
7 MNP related issues 292 4.67
8 Fraudulent Issues 265 4.24
9 Irregular Service 274 4.39
10 Required top up value not provided 229 3.67
11 Activation of Unsubscribed Services 203 3.25
12 Delay in Activation 199 3.19
13 Delay in resolving complaint 188 3.01
FOP wise Complaints for top 10 Sectors
May 2015 –July 2015 Page 28
Sr. No. Frequent Occurring Problems Complaints %
14 Unsatisfactory Redressal 190 3.04
15 Non Refund / Partial Refund of Security 144 2.31
16 Requested Service Not Provided 135 2.16
17 Disconnection Without Intimation 150 2.40
18 Not Disconnecting Connection 104 1.66
19 Activation of Unsubscribed Plan 88 1.41
20 Delay in Providing Connection 76 1.22
21 Defective Handset / Instrument 75 1.20
22 Disconnecting Service Despite Payment 65 1.04
23 Customer Care Block/Barred 61 0.98
24 Bill Statement Not Given/Refusal 55 0.88
25 Delay in Activation of Subscribed Service 56 0.90
26 Promotional Call/ SMS 46 0.74
27 Non acceptance of change of plan 44 0.70
28 Threatening Calls 44 0.70
29 Disconnection for re-submission of docs 38 0.61
30 Tariff Plan Withdrawal within Validity 35 0.56
31 Receipt of Bills Despite Payments 24 0.38
32 Other Complaints 120 1.92
Total 6247 100.00
3. E-Commerce
Sr. No. Frequent Occurring Problems Complaints %
1 Non-Delivery of Product 1276 23.55
2 Delivery of Defective Product 994 18.34
3 Paid amount not refunded 689 12.71
4 Delivery of Wrong Product 617 11.39
5 Deficiency in Services 424 7.82
6 Wrong Promises 397 7.33
7 Not getting product back after repair/replacement 212 3.91
8 Overcharged amount not refunded 148 2.73
9 Promised/ Offered gift not given 126 2.33
10 Product or Accessories is Missing 120 2.21
11 Late/Delay delivery of Product 109 2.01
12 Not repaired/replaced under Warranty 100 1.85
13 Poor quality / fake products 81 1.49
15 Other Complaints 126 2.33
Total 5419 100.00
May 2015 –July 2015 Page 29
4. Banking
Sr. No. Frequent Occurring Problems Complaints %
1 Money not dispensed but debited 233 15.09
2 Delay / Denial of Services 189 12.24
3 Unsatisfactory Bank Redressal 186 12.05
4 Fraudulent transaction 153 9.91
5 Wrong Service Charges/ excess charges 110 7.12
6 Delay in receipt of ATM / Pin No. 101 6.54
7 Delay in sanction / Disbursement 59 3.82
8 Misbehavior by bank staff/DSA/Rec. agent 50 3.24
9 Delay in clearance of Cheque / Draft/ FD 46 2.98
10 Incorrect ROI (Rate of Interest) 43 2.78
11 Discrepancy in amount dispensed by ATM 37 2.40
12 Showing dues even after settlement/ payment 36 2.33
13 Non - compliance of customers instructions 33 2.14
14 promises not fulfilled 31 2.01
15 Bank refused to open new bank account 29 1.88
16 Not giving NOC / Other Docs 24 1.55
17 charges for not maintaining monthly balance 21 1.36
18 Cheque Bounced While A/C Having Amount 20 1.30
19 Telemarketing Calls 19 1.23
20 Insurance policy given without consent 15 0.97
21 Other Complaints 109 7.06
Total 1544 100.00
May 2015 –July 2015 Page 30
5. LPG/PNG
Sr. No. Frequent Occurring Problems Complaints %
1 Delay in delivery 296 32.78
2 Subsidy not credited in account 222 24.58
3 overcharging/ Inflated bills 66 7.31
4 Compelled to buy Gas stove and other items 53 5.87
5 Connection blocked 50 5.54
6 Delay in getting new / DBC connection 39 4.32
7 Refused or extra charging for Home Delivery 38 4.21
8 Underweight 27 2.99
9 Dealer is not attending customer’s call 19 2.10
10 Delay in /not transferring the connection 18 1.99
11 Unsatisfactory Redressal 15 1.66
12 Leakages / Regulator faulty issues 10 1.11
13 Black Marketing 9 1.00
14 Others 41 4.54
Total 903 100.00
6. DTH/ Cable
Sr. No. Frequent Occurring Problems Complaints %
1 Connection Not Working 307 42.64
2 Delay in Providing Connection 63 8.75
3 Unfair deduction 62 8.61
4 Signal not clear 55 7.64
5 Unsatisfactory Redressal 50 6.94
6 Faulty set top box 38 5.28
7 Not activation of subscribed plan 27 3.75
8 Bill/Receipt issues 24 3.33
9 Inflated bill/Overcharging 18 2.50
10 Delay in Installation 18 2.50
11 Change of plan without consent 16 2.22
12 Others 42 5.83
Total 720 100.00
May 2015 –July 2015 Page 31
7. Real Estate
Sr. No. Frequent Occurring Problems Complaints %
1 Delay in / Not getting possession 301 31.68
2 Not refunding Money / Cheque bounced 269 28.32
3 Asking for more money then agreed 49 5.16
4 Construction not completed within promised time 48 5.05
5 not giving promised/booked plot/flat/ area 42 4.42
6 Low quality building material used 37 3.89
7 Property documents/ other documents not given 32 3.37
8 Promised /Basic amenities not provided 32 3.37
9 Deficiency in Services 27 2.84
10 Builders unbalanced agreement 26 2.74
11 Sale/launch of disputed/ unapproved land/ property 21 2.21
12 Promised discount/ Gift not given 15 1.58
13 Cancellation of booking without information 15 1.58
14 Other Complaints 36 3.79
Total 950 100.00
8. Automobiles
Sr. No. Frequent Occurring Problems Complaints %
1 Same problem persisting after repairs 152 20.32
2 Customer requirement not entertained by dealer/SC 126 16.84
3 Vehicle sold has manufacturing defects 118 15.78
4 Delay / Denial in providing Services 101 13.50
5 Delay in providing vehicle documents 69 9.22
6 Misbehavior by Dealer/Company 25 3.34
7 Delay in delivery of new vehicle 23 3.07
8 Mileage not given as per commitment 21 2.81
9 Charging during free service period 19 2.54
10 Non/partial refund of booking cancellation amount 16 2.14
11 Exact amount not mentioned on bill 15 2.01
12 Offered /Promised Gift not Provided 11 1.47
13 Others 52 6.95
Total 748 100.00
May 2015 –July 2015 Page 32
9. Insurance
Sr. No. Frequent Occurring Problems Complaints %
1 Unsatisfactory redressal 183 28.24
2 Rejection of Claim 161 24.85
3 Delay in/ Non receipt of Claim 111 17.13
4 Wrong Promises by Agent / DSA 51 7.87
5 Delay in policy document delivery 42 6.48
6 Less amount approved 31 4.78
7 Requested service not provided 17 2.62
8 Non cancellation of the policy 14 2.16
9 Fraudulent Issue 9 1.39
10 Others 29 4.48
Total 648 100.00
10. Tours & Travels
Sr. No. Frequent Occurring Problems Complaints %
1 Not getting refund for tickets 284 35.28
2 Not provided with promised services 141 17.52
3 Deficiency of services 109 13.54
4 Promised service not provided 71 8.82
5 Wrong Promises 58 7.20
6 Cancelled tour/booking without informing 42 5.22
7 Promised offers not provided 30 3.73
8 Payment made, ticket not received 18 2.24
9 Other Complaints 52 6.46
Total 805 100.00
