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PERFORMANCE REPORT March 2012 1 A project of Ministry of Consumer Affairs, Food and Public Distribution Performance Report for March 2012 National Consumer Helpline Department of Commerce, Delhi School of Economics, University of Delhi-110007 Toll-free Number: 1800-11-4000 (MTNL/BSNL) 011-27006500 (Other Service Providers, Normal Call Charges Applicable), SMS: 8800939717 Email: [email protected] , Website: www.nationalconsumerhelpline.in
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Page 1: NCH Monthly March2012

PERFORMANCE REPORT March 2012

1

A project of Ministry of Consumer Affairs, Food and Public Distribution

Performance Report for

March 2012

National Consumer Helpline Department of Commerce, Delhi School of Economics, University of Delhi-110007

Toll-free Number: 1800-11-4000 (MTNL/BSNL) 011-27006500 (Other Service Providers, Normal Call Charges Applicable), SMS: 8800939717

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

Page 2: NCH Monthly March2012

PERFORMANCE REPORT March 2012

2

Page No.

1) Summary 3

2) Geographical Distribution of Complaints 4

3) Comparative Study 6

4) Sectoral Break-Up of Calls 7

5) Gender wise Distribution of Complaints 8

6) Focus on Complaints relating to Banking Industry 9

7) Focus on Complaints relating to Telecom Industry 10

8) Focus on Complaints relating to Insurance Industry 11

9) Convergence 12

10) Consumer Response 15

11) Interactive Sessions & Meetings 17

12) Staff Details 18

13) NCH Website 19

14) SMS & Outbound Calls 20

15) Connect @ NCH – Training to State Helpline 21

16) Jagriti - an initiative towards making an informed consumer 22

17) Socio-Economic Profile of Callers at NCH 24

18) Consumer Detriment 26

19) Interesting Stories @ NCH 29

20) Infosource Report 30

21) Facilitation Desk- Monthly Report 33

Contents

Page 3: NCH Monthly March2012

PERFORMANCE REPORT March 2012

3

� The total no. of dockets made from calls handled during March 2012, was 10791. In addition to complaints handled over telephone, 885 complaints have been received through online complaint handling system on NCH website. Also, outbound

calls were made on the basis of SMSs received and abandoned calls, at the helpline. 1024dockets were made from outbound calls made to consumers. These calls are included in the total of 10791 calls handled in March 2012.

� The maximum number of calls came from Delhi – 2534 calls, forming 23% of total calls. Percentage of calls from Delhi has decreased from 30% in March 2011 to 23% in March 2012. Whereas Maharashtra, Haryana, Gujarat, Madhya Pradesh and West Bengal have shown an increased share of calls. The rest of the top four states are Uttar Pradesh, Maharashtra, Haryana and Rajasthan registering between 9%-15% of total calls.

� The ‘Telecom’ sector contributed 14% of the calls i.e. 1509. The percentage of calls in March 2011 was 18%. Calls related to e-commerce, education, Insurance, Electricity, Medical Negligence and NBFC (Non Banking Finance Companies) have shown an increased share of percentage. The rest of the top four sectors are ‘Products’, ‘LPG’, ‘Banking’, and ‘Education’ registering between 6%-13% calls.

� Resolved complaints/ Feedback for March 2012 are 823. Out of this, 701 complaints were resolved under convergence with various companies. 122 consumers either called back on the helpline to inform that their complaint has been resolved or informed of the resolution of their complaints through email/fax/ letter.

� Website www.nationalconsumerhelpline.in has registered a total Page hit count of 77,144 during March 2012. Whereas, during March 2011 the total page hit count was 9323 only (website: www.consumerhelpline.in). During the year the website has become popular with consumer who want to know about NCH.

� Socio-Economic Classification was done for 1916 callers during March 2012. The callers are classified according to educational qualification & assets owned into 12 stratas. The callers belonging to the top 5 strata i.e. A1, A2, A3, B1 & B2 comprise almost 73% of all 1916 callers, remaining 27% belong to the rest of the strata i.e. C1, C2, D1, D2, E1, E2 & E3.

� The total consumer detriment in 641 calls for which it was computed amounts to Rs. 2, 06, 58,988 during the month of March 2012. In its latest initiative, NCH has started estimating the monetary consumer detriment experienced by callers. For the month of March 2012. 641dockets were considered for estimating detriment value for the sectors- ‘Legal Metrology’, ‘Products’, ‘Telecom’, ‘Banking’, ‘E-Commerce, ‘Medical negligence’ etc. In course of time we expect to increase coverage of consumer detriment estimation after framing suitable guidelines.

S U M M A R Y

Page 4: NCH Monthly March2012

PERFORMANCE REPORT March 2012

4

State wise Distribution of Complaints Received:

10,791 dockets were made from calls handled during

March 2012. In addition to telephonic complaints/

enquiries, 885 complaints have been logged onto

NCH website.

State wise distribution of 10,791 calls handled

during the month of March 2012 is as under: -

GEOGRAPHICAL DISTRIBUTION

Page 5: NCH Monthly March2012

PERFORMANCE REPORT March 2012

5

* The report on geographical distribution of calls is based on the total number of dockets made from calls

handled i.e 10791.

** As rounding off of percentages has been done, the total number may/ may not add upto 100%.

*** Andaman & Nicobar Islands, Arunachal Pradesh, Lakshadweep and Nagaland are states from which

no calls were received in March 2012. Generally no calls are received from these states/ union territories.

S.No. State Count %Age

1 Delhi 2534 23.48

2 Uttar Pradesh 1574 14.59

3 Maharashtra 1367 12.67

4 Haryana 976 9.04

5 Rajasthan 917 8.50

6 Gujarat 615 5.70

7 Bihar 438 4.06

8 Madhya Pradesh 437 4.05

9 West Bengal 423 3.92

10 Punjab 279 2.59

11 Odisha 197 1.83

12 Karnataka 179 1.66

13 Jharkhand 130 1.20

14 Andhra Pradesh 122 1.13

15 Uttarakhand 118 1.09

16 Chhattisgarh 109 1.01

17 Tamilnadu 106 0.98

18 Himachal Pradesh 80 0.74

19 Jammu & Kashmir 70 0.65

20 Kerala 28 0.26

21 Assam 24 0.22

22 Goa 24 0.22

23 Chandigarh 20 0.19

24 Meghalaya 7 0.06

25 Tripura 5 0.05

26 Manipur 4 0.04

27 Dadra & Nagar Haveli 3 0.03

28 Mizoram 2 0.02

29 Daman & Diu 1 0.01

30 Puducherry 1 0.01

31 Sikkim 1 0.01

10791 100.00

Geographical Distribution of Calls for

MARCH,2012*

**

Page 6: NCH Monthly March2012

PERFORMANCE REPORT March 2012

6

COMPARATIVE STUDY

* Maharashtra, Haryana, Gujarat, Madhya Pradesh and West Bengal, have shown an increased share of calls in March 2012.

- No state from the above mentioned list of states has shown significant increase in the calls received from it. Sufficient publicity of our toll free number needs to be done in the above mentioned states so that consumers know where to call for consumer guidance and advice.

- The above report of calls is based on the total number of dockets made from calls handled i.e 10,791

S.No. State Calls %Age Calls %Age

1 Delhi 3084 29.70 2534 23.48

2 Uttar Pradesh 1673 16.11 1574 14.59

3 Maharashtra 1161 11.18 1367 12.67

4 Haryana 790 7.61 976 9.04

5 Rajasthan 939 9.04 917 8.50

6 Gujarat 462 4.45 615 5.70

7 Bihar 436 4.20 438 4.06

8 Madhya Pradesh 309 2.98 437 4.05

9 West Bengal 240 2.31 423 3.92

10 Punjab 390 3.76 279 2.59

Comparison of calls received from Top Ten States in March 2012

(as compared to March 2011)

March 2011 March 2012

*

*

*

*

*

S.No. State Complaints %Age Complaints %Age

1 Manipur 0 0.00 4 0.04

2 Dadra & Nagar Haveli 5 0.05 3 0.03

3 Mizoram 0 0.00 2 0.02

4 Daman & Diu 0 0.00 1 0.01

5 Puducherry 0 0.00 1 0.01

6 Sikkim 0 0.00 1 0.01

7 Andaman and Nicobar Islands 0 0.00 0 0.00

8 Arunachal Pradesh 0 0.00 0 0.00

9 Lakshadweep 0 0.00 0 0.00

10 Nagaland 1 0.01 0 0.00

March 2011 March 2012

Comparison of calls received from States from which least number of calls are received

in March 2012 (as compared to March 2011)

Page 7: NCH Monthly March2012

PERFORMANCE REPORT March 2012

7

SECTORAL BREAK-UP OF CALLS

** The report on sectoral distribution of calls is based on the total number of dockets made from calls handled

i.e 10791

S.No. Sectors Calls %Age

1 Telecom 1509 13.98

2 Products 1400 12.97

3 LPG 784 7.27

4 Banking 721 6.68

5 Education 604 5.60

6 Insurance 513 4.75

7 Legal 458 4.24

8 E-Commerce 421 3.90

9 Automobiles 313 2.90

10 Real Estate 274 2.54

11 Other Sectors 3794 35.16

Total 10791 100.00

Top Ten Sectors for the month of March, 2012S.No. Sectors Calls %Age

1 RTI 263 2.44

2 Fraudulent Complaints 287 2.66

3 General Inquiry 1274 11.81

4 Electricity 238 2.21

5 Weights & Measures 191 1.77

6 others-Service 180 1.67

7 NBFC`s 173 1.60

8 Queries related to UIDAI 113 1.05

9 Postal 101 0.94

10 Public Distribution System 97 0.90

11 Broadcaster 97 0.90

12 Medical Negligence 80 0.74

13 Employees Provident Fund 71 0.66

14 Travel & Tours 53 0.49

15 VAT 47 0.44

16 Railways 46 0.43

17 Courier /Cargo 44 0.41

18 Placement Agency 43 0.40

19 Broad-Band / Internet 38 0.35

20 National Consumer Helpline 37 0.34

21 Railway Enquiry 35 0.32

22 Share & Brokerag 33 0.31

23 Passport 32 0.30

24 Water 20 0.19

25 Kisan Call Centre 19 0.18

26 Publication 19 0.18

27 Food Safety 18 0.17

28 Airlines 14 0.13

29 Misleading Ads 12 0.11

30 Packers & Movers 10 0.09

31 Drugs & Cosmetics 9 0.08

32 National Commission 9 0.08

33 PAN Cards 9 0.08

34 BIS 9 0.08

35 Public Health Labs. 8 0.07

36 Petroleum 8 0.07

37 Public Transport 8 0.07

38 Mutual Funds 6 0.06

39 Hallmark 6 0.06

40 Ministry of Consumer Affairs

(Facilitation Counter)

5 0.05

41 Mediation Centre 5 0.05

42 Commodity 5 0.05

43 Beauty Product /Cosmetics 4 0.04

44 Excise 3 0.03

45 Women Helpline 3 0.03

46 Cable 3 0.03

47 Census of India 2 0.02

48 Consumer Voice 2 0.02

49 ISO 2 0.02

50 CERC - Consumer Education &

Research Centre

1 0.01

51 Pollution Control 1 0.01

52 Pharmacy Council of India 1 0.01

Other Sectors

Sectoral Distribution of Calls for March 2012

Telecom13.98%

Products12.97%

LPG7.27%

Banking6.68%

Education5.60%

Insurance4.75%

Legal4.24%

E-Commerce3.90%

Automobiles2.90%

Real Estate2.54%

RTI2.44%

Electricity2.21%

Weights & Measures1.77%

NBFC`s1.60%

Other sectors27.14%

Telecom

Products

LPG

Banking

Education

Insurance

Legal

E-Commerce

Automobiles

Real Estate

RTI

Electricity

Weights & Measures

NBFC`s

Other sectors

Total Calls=10791

Page 8: NCH Monthly March2012

PERFORMANCE REPORT March 2012

8

GENDER WISE DISTRIBUTION

Males dominate Complaint Making- Women in Background

(April 2011 - March 2012)

9964

9781

10193

12474

9700

10083

11816

6728

10722

11879

9843

9402

827

803

1108

821

734

714

1014

565

9181072

917

768

0

2000

4000

6000

8000

10000

12000

14000

April 2011

May 2

011

June 2

011

July 2

011

Aug 2

011

Sept 2011

Oct

2011

Nov 2

011

Dec 2011

Jan 2

012

Feb 2

012

Mar 2012

Months

Numbers

Male Female

Male Female Total

122585 10261 132846

Genderwise Distribution of Calls

Genderwise Distribution of Calls

(April 2011 - March 2012)

MALE92.28%

FEMALE7.72%

MALE FEMALE

Page 9: NCH Monthly March2012

PERFORMANCE REPORT March 2012

9

The above Table shows the report on the Banking Sector for March 2012 in comparison to February 2012.

Tota

l No. of com

plaints

in the B

anking sector re

ceived in Febru

ary

2012 w

ere

353 w

hich incr

eased to 3

86 in M

arc

h 2

012.

Highest num

ber of com

plain

ts d

uring the m

onth

was

against

Sta

te B

ank o

f In

dia. S

BI to

pped the c

hart in term

s o

f both

, absolute

num

ber as

well a

s p

erc

enta

ge o

f

com

plain

ts received. The a

bso

lute

num

ber of com

plain

ts a

gainst SBI has registe

red a

n incr

ease

fro

m 9

5 to 1

12. Also, th

e p

erc

enta

ge o

f com

plaints

against

SBI over

the tota

l com

plaints

incr

eased fro

m 2

6.9

1%

to 2

9.0

2%

.

The top 5

banks, in term

s o

f com

plaints

received a

t NCH, are

Sta

te B

ank o

f In

dia, Punja

b N

ational Bank, HDFC B

ank L

td., ICIC

I Bank L

td. and Indusind B

ank. The

perc

enta

ge s

hare

of com

plaints

of Sta

te B

ank o

f In

dia, Punja

b N

ational Bank, and Indusind B

ank h

as incre

ased w

here

as the p

erc

enta

ge s

hare

of com

plaints

of HDFC

Bank Ltd

. and ICIC

I Bank Ltd

. has d

ecre

ased.

A striking d

iffe

rence is a

t No.5

and 8

positions a

s shown in the T

able. 5

th a

nd 8

th h

ighest n

um

bers

of com

plaints

in M

arc

h w

ere

against

Indusind B

ank a

nd C

anara

Bank.

The b

anks d

id n

ot fe

atu

re in the top 1

0 com

panies a

gainst

which com

plaints

were

received a

t NCH in Febru

ary

2012. This sure

ly requires som

e a

ttention b

y the b

anks.

Fre

quently O

ccu

rrin

g P

roblem

s (FOPs)

fro

m the b

anking sect

or m

ainly com

prise o

f Deficiency in B

anking S

erv

ices, ATM relate

d p

roblem

s, Cre

dit C

ard

s a

nd L

oans. The

no. of Com

plaints

under each h

ead h

as b

een specified in the T

able.

Focus o

n C

om

pla

ints

rela

tin

g t

o B

ankin

g I

ndu

str

y

* NCH received 386 complaints related to 39 banks in M

arch 2012. The following table shows banks w

ith highest number of complaints

received at NCH.

** This report on banking sector is based on the total number of banking complaints received i.e 386. A complaint made during the month of

March 2012 is counted only once irrespective of the number of times calls received for it during the month.

Po

sti

on

in

Fe

bru

ary

20

12

Po

sti

on

in

Ma

rch

20

12

Co

mp

an

yC

om

pla

ints

re

ce

ive

d

at

NC

H i

n M

arc

h

20

12

%A

ge o

f

co

mp

lain

ts f

or

Ma

rch

20

12

Co

mp

lain

ts r

ece

ive

d

at

NC

H i

n F

eb

rua

ry

20

12

%A

ge o

f

co

mp

lain

ts f

or

Fe

bru

ary

201

2

De

fic

ien

cy i

n

Ba

nk

ing

Se

rvic

es

AT

MC

RE

DIT

CA

RD

S

LO

AN

ST

OT

AL

11

Sta

te B

ank o

f In

dia

112

29.0

295

26.9

150

45

611

112

32

Punja

b N

ational Bank

46

11.9

232

9.0

723

19

04

46

23

HDFC B

ank Ltd

.30

7.7

739

11.0

513

38

630

44

ICIC

I Bank Ltd

.25

6.4

828

7.9

312

72

425

Not in top ten

5In

dusind B

ank

12

3.1

14

1.1

34

11

612

56

Central Bank o

f In

dia

11

2.8

516

4.5

39

10

111

87

Bank o

f In

dia

10

2.5

910

2.8

37

20

110

Not in top ten

8Canara

Bank

92.3

36

1.7

06

20

19

69

AXIS

Bank

82.0

711

3.1

26

20

08

710

Bank o

f Baro

da

82.0

711

3.1

23

40

18

11

11

Oth

er Banks

115

29.7

9101

28.6

155

26

430

115

38

610

0.0

03

53

10

0.0

01

88

11

221

65

38

6

Page 10: NCH Monthly March2012

PERFORMANCE REPORT March 2012

10

** - The report on telecom sector is based on the total number of telecom complaints received i.e. 901. A complaint made during the month of March 2012

is counted only once irrespective of the number of times calls received for it during the month.

- The complaints for the telecom companies mentioned above includes complaints related to landline connection and broadband connections also.

The above Table shows the report on the Telecom Sector for March 2012 in comparison to February 2012.

• T

ota

l num

ber of com

plain

ts received in Febru

ary

2012 w

as 955, which h

as d

ecre

ase

d to 9

01 in M

arc

h 2

012.

• I

n M

arc

h 2

012 B

harti Airte

l Ltd

. is o

n top o

f th

e chart w

ith 1

51 com

plain

ts w

hich const

itute

16.7

6%

of th

e tota

l perc

enta

ge o

f co

mplaints

received. The a

bsolu

te n

um

ber

of com

plain

ts a

gainst Bharti Airte

l Ltd

. has registe

red a

fall fro

m 1

74 to 1

51. Also, th

e p

erc

enta

ge o

f com

plain

ts o

ver th

e tota

l com

plaints

, decre

ased fro

m 1

8.2

2%

to

16.7

6%

.

• T

he top four te

lecom

com

panies, in

term

s o

f com

plaints

rece

ived a

t NCH, are

Bharti Airte

l Ltd

., B

SNL, Reliance C

om

munications Ltd

. and V

odafo

ne.

• T

his m

onth

has s

een a

majo

r re

shuffle in the p

ositions o

f th

e top 1

0 c

om

panies p

ertainin

g to this s

ecto

r. T

hough a

ll the c

om

panies d

id featu

re a

mong the top 1

0 in

Febru

ary

2012 e

xcept fo

r MTNL, Delhi, their p

ositions c

hanged a

s c

an b

e s

een in the table. Five telecom

com

panies-

Bharti Airte

l Ltd

., B

SNL, Reliance C

om

munications

Ltd

., V

odafo

ne a

nd T

ata

Tele serv

ices Ltd

. have reta

ined their last m

onth

s p

ositions.

• F

requently O

ccu

rring P

roblem

s (FOPs) from

the T

elecom

secto

r m

ain

ly com

prise o

f Activation o

f Unsu

bsc

ribed S

erv

ices, Unfa

ir D

eductions, W

rong P

rom

ises, In

flate

d B

ills

/ Overc

harg

ing a

nd D

isconnect

ion w

ithout In

tim

ation. T

he n

o. of com

plaints

under each

head h

as b

een specified in the T

able.

Fo

cus o

n C

om

pla

ints

re

lating

to T

ele

com

Ind

ustr

y

* NCH received 901 complaints of 17 telecom companies in March 2012. The following table shows the highest number of complaints

received at NCH in this sector.

P

os

itio

n in

Feb

ruary

20

12

Po

sit

ion

in

Marc

h 2

01

2

Co

mp

an

yC

om

pla

ints

rece

ive

d

at

NC

H in

Ma

rch

20

12

%A

ge

of

co

mp

lain

ts f

or

Marc

h 2

012

Co

mp

lain

ts r

eceiv

ed

at

NC

H in

Fe

bru

ary

201

2

%A

ge o

f

co

mp

lain

ts f

or

Fe

bru

ary

2012

Ac

tiv

ati

on

of

Un

su

bscri

be

d

Serv

ices

Un

fair

De

du

cti

on

s

Wro

ng

Pro

mis

es

Infl

ate

d B

ills

/

Ov

erc

ha

rgin

g

Dis

co

nn

ec

tio

n

Wit

ho

ut

Inti

mati

on

Oth

er

co

mp

lain

ts

11

Bh

art

i A

irte

l Ltd

. 151

16.7

6174

18.2

224

10

11

13

489

22

BS

NL

149

16.5

4144

15.0

839

10

29

584

33

Relia

nce

Com

munic

ations L

td.

121

13.4

3144

15.0

813

51

58

971

44

Vo

dafo

ne

Essar

Ltd

.115

12.7

6124

12.9

812

91

01

08

66

65

IDE

A C

ellu

lar

Ltd

.112

12.4

384

8.8

021

15

10

14

547

56

Tata

Doco

mo

88

9.7

787

9.1

125

11

92

239

77

Tata

Tele

serv

ice

s L

td.

47

5.2

251

5.3

42

26

42

31

98

MT

S Ind

ia34

3.7

733

3.4

68

33

03

17

89

Air

cel Ltd

.23

2.5

534

3.5

67

40

10

11

Not in T

op T

en

10

Mah

anag

ar

Tele

phone

Nig

am

Ltd

.( M

TN

L,

Delh

i)21

2.3

320

2.0

92

00

40

15

11

11

Oth

er

tele

co

m c

om

pla

ints

40

4.4

460

6.2

85

12

07

25

To

tal

901

10

0.0

095

51

00.0

0158

70

68

65

45

495

Page 11: NCH Monthly March2012

PERFORMANCE REPORT March 2012

11

Focus o

n C

om

pla

ints

rela

ting t

o I

nsu

rance In

dustr

y

** NCH received 274 complaints related to 34 insurance companies in March 2012. The following table shows insurance companies

with highest number of complaints received at NCH.

** The report on insurance sector is based on the total number of insurance complaints received i.e 274. A complaint made during the month of March

2012 is counted only once irrespective of the number of times calls are received for it during the month.

The above Table shows the report on the Insurance Sector for March 2012 in comparison to the m

onth of February 2012.

• T

ota

l num

ber of com

plaints

received in F

ebru

ary

2012 w

as 2

16 w

hich incre

ased to 2

74 in M

arc

h 2

012.

Life Insu

rance C

orp

ora

tion o

f In

dia h

as b

een o

n top o

f th

e chart in term

s o

f both

, absolute

num

ber as w

ell a

s p

erc

enta

ge o

f com

plaints

rece

ived, fo

r both

the m

onth

s.

The a

bsolute

num

ber of com

plaints

again

st L

IC h

as incr

ease

d to 5

1 fro

m 2

7. Also, th

e p

erc

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plaints

again

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ver th

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Insu

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pany respect

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2012. This requires

som

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j Allianz Life Insura

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59

54

47

23

30

Page 12: NCH Monthly March2012

PERFORMANCE REPORT March 2012

12

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 and other lower tier officials and in the event of their remaining unsatisfied, approach the higher tiers. Resorting to legal remedies however is suggested as a last resort only.

As a part of our Convergence initiative, for selected organizations that show their willingness to join this initiative, we adopt the system of consolidating the complaints received at NCH, which are systematically compiled and forwarded electronically in MS Excel format to their nominated /designated official with full consumer particulars captured at our end. These complaints are attended to by these organizations as per their own redressal systems and a feedback is sent to the customer as well as to NCH. NCH also obtains feedback from the customers, which is shared with the organizations.

The system essentially works as a two-way communication.

The Process

Step 1: Capturing of complaint data received on a pan-India basis at NCH and collating it on a sectoral/ company wise basis.

Step 2: Identification of nodal contact persons both at NCH and Organization/ Company level who shall facilitate smooth and effective transmission of data and feedback.

Step 3: Transmission of data by NCH to the company/organization. This would include pertinent details like a) Docket No. generated at NCH b) Name and address of the consumer c) Telephone number, email ID d) Name of the Company/Organization e) Details of the problem /Complaint

Step 4: The complaint is addressed /redressed by the company/organization as per their own redressal system and a feedback is sent to the consumer as also to NCH.

Step 5: Feedback from consumers through telephone/ letters/ faxes/email, which is shared with the company/organization at nodal officer Level.

The following table shows the progress of complaints under the Convergence System.

Online Complaint System at NCH Website

The National Consumer Helpline web site with online complaint handling system is an interface between consumers and companies under convergence with NCH. Since September 2011 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 logged by consumers can directly be seen by the companies and then companies can put their remarks and resolutions, which are accessible to the consumers. In the month of March 2012 NCH has received 885 online complaints.

CONVERGENCE

Convergence @ NCH Convergence @ NCH

S.No Month Complaints

1 April,2011 1292

2 May,2011 1113

3 June,2011 1416

4 July 2011 856

5 Aug 2011 615

6 Sept 2011 1006

7 Oct 2011 1141

8 Nov 2011 967

9 Dec 2011 1631

10 Jan 2012 1008

11 Feb 2012 781

12 Mar 2012 1001

Page 13: NCH Monthly March2012

PERFORMANCE REPORT March 2012

13

The online complaints received from companies not under convergence are clubbed under ‘Others’. 316 such complaints were

received in March 2012. Efforts are on to initiate convergence process with such companies.

Some of the companies shown in the above table have given responses of complaints sent in the previous months.

Complaints Registered Online - March 2012

*

**

Company No of complaints

logged

Closed Company No of complaints

logged

Closed

ABN AMRO 1 0 Indiatimes.com 17 37

Acer India 1 0 ING Vyasya Bank 1 0

Aircel 22 25 ING Vyasya Life Insurance 1 1

Airtel 59 29 Kotak Mahindra Bank 9 2

Airtel Digitel 6 1 Kotak Mahindra Life Insurance 2 0

Akai 1 0 LG Electronics India Pvt Ltd. 7 0

Amul 13 0 Lenovo 2 0

Apollo Tyers 2 0 Luminous 1 0

Bag It Today 2 0 Max New York Life Insurance 1 0

Baja Auto Finance Ltd. 1 0 Metlife 1 0

Bajaj Allianz General insurance 1 0 Motorola 4 0

Bajaj Allianz Life insurance 2 0 MTNL (M) 7 0

Bajaj Electricals 0 3 MTNL(D) 7 0

Barclays PLC 1 3 NDPL 6 9

Big TV 1 0 Nokia 8 8

Birla Sun Life Insurance 3 0 Onida 1 0

Blaze Flash Couriers 2 0 Phillips 1 0

BSES Rajdhani 1 1 Punjab National Bank 6 0

BSES Yamuna 3 0 Rediff.com 6 0

Canara Bank 1 0 Reliance Life Insurance 6 0

Carrier India 5 0 Reliance- Telecom 44 40

Citi bank 5 2 Royal Sundram General Insurance 1 0

Club Mahindra 21 0 Samsung 19 2

Deals4all 2 0 Sansui 1 0

Dell India Pvt. Ltd. 6 12 Sify 2 0

DTDC Couriers 5 0 Sony Ericsson 4 1

Electrolux 2 0 Spice Mobile 3 0

Eureka fobes 6 0 Standard Chartered Bank 5 0

Exide 2 0 Start CJ 1 0

Fly Mobile 2 0 Sun Direct 1 0

Futurebazar.com 10 0 Tata - AIG Life Insurance 2 0

Godrej 5 0 Tata Sky 5 0

HCL Infosystems Ltd. 5 2 Tata Tele service 28 26

HDFC Bank 18 5 Telebrand(Tele Shopping) 4 0

HDFC ERGO General Insurance Company 1 5 Tikona digital networks 15 0

Homeshop18 6 0 Titan 2 0

Hotspot 5 0 Toshiba(Laptop) 5 0

HP India 6 0 Travel Guru 3 0

HSBC Bank 1 0 TVS skyshop 2 0

HUL Pure IT 2 6 Videocon 3 0

ICIC Lombard 1 0 Videoconmobiles 1 0

ICICI Bank 8 8 Vodafone 28 42

ICICI Prudential 3 0 Voltas 1 0

Idea/Spice 35 0 whirpool 3 0

IFB Industries Ltd. 3 0 Yatra.com 1 0

India Bulls 3 0

Total 569 270

**

Page 14: NCH Monthly March2012

PERFORMANCE REPORT March 2012

14

List of companies enrolled under Convergence -

S.No. Banking Sector S.No. Manufacturing Companies S.No. Automobiles

1 Bank of Baroda 49 Acer India Pvt Ltd. 108 Bajaj Auto Ltd.

2 Barclays Bank PLC 50 Adidas India Marketing Pvt. Ltd. 109 Eicher Motors Ltd.

3 Canara Bank 51 Aero Club (Woodland India) 110 General Motors India Pvt.Ltd.

4 Citi Bank 52 Apollo Tyres Ltd. 111 HERO HONDA MOTORS Ltd.

5 Deutsche Bank PBC India 53 Bajaj Electricals Ltd. 112 Honda Motorcycle & Scooter India Pvt. Ltd.

6 Development Credit Bank Ltd. 54 Bata Shoe Company Private Ltd.. 113 Honda Siel Cars India Ltd.

7 HDFC Bank Ltd. 55 Carrier Airconditioning & Refrigeration Ltd. 114 Hyundai Motor India Ltd.

8 ICICI Bank Ltd. 56 Colgate Palmolive India Ltd. 115 India Yamaha Motor Pvt Ltd.

9 IDBI Bank Ltd. 57 Dell India Pvt. Ltd. 116 Mahindra & Mahindra Ltd.

10 ING Vysya Bank Ltd. 58 EKL Appliances Ltd. 117 Royal Enfield (A Unit of Eicher Motors Ltd.)

11 Kotak Mahindra Bank Ltd. 59 Electrotherm India Ltd.. (Yo Bikes) 118 TATA Motors

12 Punjab National Bank 60 Eureka Forbes 119 TVS Motor Company

13 Standard Chartered Bank 61 Exide Industries Ltd. Airlines

14 HSBC Ltd. 62 Fedders Lloyd Corporation Ltd. 120 Kingfisher Airlines Ltd..

15 RBS N.V 63 Meridian Mobiles Pvt. Ltd. (FLY Mobiles) E- Commerce

16 Union Bank of India 64 Godrej & Boyce Manufacturing Company Ltd. 121 AVA Merchandising Solutions Pvt. Ltd.

Telecom 65 Gujarat Cooperative Milk Marketing Federation (Amul) 122 Compact International (Deals 4 All)

17 Aircel Ltd. 66 Haier Appliances (India) P. Ltd. 123 eBay India Private Ltd.

18 Bharti Airtel Ltd. 67 HCL Infosystems Ltd. 124 Future Bazaar India Ltd.

19 IDEA Cellular Ltd. 68 Hewlett-Packard Company 125 Indiatimes.com

20 Mahanagar Telephone Nigam Ltd. ( MTNL, Delhi) 69 Hindustan Unilever Ltd. 126 MakeMyTrip India Pvt. Ltd.

21 Mahanagar Telephone Nigam Ltd. (MTNL, Mumbai) 70 Hitachi Home & Life Solutions (India) Ltd. 127 Myntra.com

22 Reliance Communications Ltd. 71 IFB Industries Ltd. 128 Naaptol.com

23 Sistema Shyam TeleServices Ltd.. (SSTL), MTS 72 Intex Technologies (India) Ltd. 129 Rediff.com India Ltd.

24 Tata Docomo 73 Ion Exchange (India) Ltd. (Zero B) 130 STAR CJ Network India Pvt. Ltd.

25 Tata Tele services Ltd. 74 Karbonn Mobiles 131 Telebrands India

26 Uninor India - Unitech Wireless Pvt. Ltd 75 KENT RO Systems Ltd. 132 Travelguru.com

27 Vodafone Essar Ltd. 76 Kingtech Electronics (India) Pvt. Ltd. (G Five Mobiles) 133 TV18 Home Shopping Network Ltd.

Broadband 77 LAVA International Ltd. 134 TVC SKY SHOP Ltd.

28 Sify Technologies Ltd. 78 Lenovo India Pvt.Ltd. 135 Yatra Online Pvt. Ltd.

29 Tikona Digital Networks 79 LG Electronics India Pvt Ltd. Insurance

Broadcaster 80 Luminous Power Technologies Ltd. 136 Apollo Munich Health Insurance Company Ltd.

30 Airtel Digital TV 81 MAXX Mobile Communications Ltd. 137 Aviva Life Insurance Company India Ltd.

31 Dish TV India Ltd. 82 Micromax House 138 Bajaj Allianz General Insurance Company Ltd.

32 Bharat Business Channel Ltd.. (Videocon D2H) 83 Microtek House 139 Bajaj Allianz Life Insurance Company Ltd.

33 Reliance BIG TV Ltd. 84 Moser Baer India Ltd. 140 Birla Sun Life Insurance

34 SUN Direct TV (P) Ltd. 85 Motorola India Pvt. Ltd. 141 HDFC ERGO General Insurance Company Ltd.

35 Tata Sky Ltd. 86 Nokia India Pvt. Ltd.. 142 HDFC Standard Life Insurance Company Ltd.

Electricity 87 Onida House, MIRC Electronics Ltd.. 143 ICICI Lombard General Insurance Co. Ltd.

36 BSES - Rajdhani Power Ltd.. 88 ORIENT FANS (Props: Orient Paper & Industries Ltd.) 144 ICICI Prudential Life Insurance Company Ltd.

37 BSES - Yamuna Power Ltd.. 89 Panasonic India Pvt. Ltd. 145 IFFCO-Tokio General Insurance

38 North Delhi Power Ltd. (NDPL) 90 Philips India Ltd. 146 ING Vysa Life Insurance Company Ltd.

Publication 91 Pratham telecom Pvt Ltd.. (Sagem) 147 Kotak Mahindra Old Mutual Life Insurance Ltd.

39 The India Today Group 92 Samsung India Electronics Ltd. 148 Max Bupa Health Insurance Co. Ltd.

40 Consumer VOICE (Voluntary Organization in Interest of

Consumer Education)

93 Sony Ericsson Mobile Communications India PVT. Ltd. 149 Max New York Life insurance Co. Ltd.

Courier 94 SONY INDIA PVT. Ltd. 150 Metlife Insurance

41 Blazeflash Couriers Ltd. 95 Spice Mobility Ltd. 151 Reliance General Insurance Company Ltd.

42 DTDC Courier & Cargo Ltd. 96 Spice Retail Ltd. 152 Reliance Life Insurance Company Ltd.

43 First Flight Couriers Ltd. 97 SU-KAM POWER SYSTEMS Ltd. 153 Royal Sundaram Alliance Insurance Company Ltd.

44 Trackon Couriers Pvt Ltd. 98 Super Cassettes Industries Ltd.. (T-Series) 154 SBI Life Insurance Company Ltd.

Shares & Securities 99 Symphony Comfort Systems Ltd. 155 Tata AIG General Insurance Company Ltd.

45 Indiabulls Securities Ltd. 100 TITAN INDUSTRIES Ltd. 156 Tata AIG Life Insurance Company Ltd.

46 Religare Securities Ltd. 101 Toshiba India Pvt. Ltd. NBFC

Travel & Tours 102 TTK Prestige Ltd. 157 Bajaj Auto Finance Ltd.

47 Mahindra Holidays & Resorts India Ltd.. (Club Mahindra) 103 Usha International Ltd. 158 Barclays Investments and Loans (India) Ltd.

Petroleum & Natural Gas & LPG 104 Videocon Induries Ltd.. (Cover Videocon appliances , Akai,

Sansui, Kenstar & Hyundai)

159 Birla Sun Life Asset Management Company Ltd.

48 Indraprastha Gas Ltd. 105 Videocon Industries (Mobiles) 160 CitiFinancial Consumer Finance India Ltd..

106 Voltas Ltd. 161 ICICI Home Finance Pvt. Ltd.

107 Whirpool of India Ltd. 162 IDBI Home Finance Ltd.

163 Mahindra & Mahindra Financial Services Ltd.

164 Reliance Capital Ltd. Company

Convergence @ NCH

Page 15: NCH Monthly March2012

PERFORMANCE REPORT March 2012

15

823 Problems solved out of 1001 complaints in March 2012

(Does not include online complaints)

National Consumer Helpline has taken up

Convergence with various service providers and

transmits data to participating companies. 701

of 823 complaints resolved in March 2012, were

solved directly by Convergence Companies

while 122 consumers either called back to

inform about their resolution or informed NCH

by email/letter/fax.

Online resolutions are being included from March 2012 Performance report. The break up of resolutions received online is

given on page 13 of the performance report.

CONSUMER RESPONSE

Feedback for the period March 2011 to March 2012

263

323

192

640

606

352

765

670

1064

756

603

90

105

95

63

59

46

65

84

45

66

147

701 122 270

0 200 400 600 800 1000 1200

Apr 2011

May 2011

June 2011

July 2011

Aug 2011

Sept. 2011

Oct. 2011

Nov. 2011

Dec. 2011

Jan 2012

Feb 2012

Mar 2012

Months

Feedback

Company Written Online Resolutions

*

*

Page 16: NCH Monthly March2012

PERFORMANCE REPORT March 2012

16

• The responses are those received from the companies under convergence.

• The resolutions through telephone are those received over NCH’s Helpline. The rest are received through

Fax/Email or by Post from consumers. The above does not include online complaints resolved by Convergence

Companies

Responses under Convergence Resolutions received through Tel./Fax/ Email/ Post

Feedback received through Tel./Fax/ Email/

PostS.No. Name of the Company No. of Resolutions

1 AXIS Bank 2

2 Bank of India 3

3 BPCL 3

4 BPL Loop Mobile 1

5 BSNL 13

6 Central Bank of India 1

7 HPCL 8

8 IOCL 17

9 Life Insurance Corporation of India 3

10 Oriental Bank of Commerce & Global Trust Bank 2

11 State Bank of Bikaner & Jaipur 3

12 State Bank of India 7

13 State Bank of Saurashtra 1

14 Vijaya Bank 1

Other responses received, relate to:-

15 Automobiles 1

16 Controller of Legal Metrology (Weights & Measures) 1

17 Ecommerce 5

18 Education 9

19 Electricity 1

20 Employees Provident Fund 1

21 Indian Railways Catering & Tourism Corp. Ltd. 1

22 Medical Negligence 1

23 NBFC 1

24 Passport 1

25 PDS 1

26 Postal 3

27 Product 15

28 Queries placed under Right to Information Act 2

29 Real Estate 4

30 Services 8

31 Travel & tours 2

Total 122

Resolutions under Convergence

S.No. Name of the Company Responses

1 Bharti Airtel Ltd. 188

2 Reliance Communications Ltd. 154

3 Vodafone Essar Ltd. 79

4 Nokia India Pvt. Ltd.. 62

5 Tata Tele services Ltd. 41

6 Aircel Ltd. 29

7 Samsung India Electronics Ltd. 24

8 ICICI Bank Ltd. 23

9 HDFC Bank Ltd. 19

10 Airtel Digital TV 14

11 Hindustan Unilever Ltd. 9

12 North Delhi Power Ltd. (NDPL) 8

13 Punjab National Bank 6

14 Sansui 6

15 Tata Motors 6

16 Electrolux 5

17 Kelvinator 5

18 Videocon Induries Ltd. 5

19 Dell India Pvt. Ltd. 4

20 Bajaj Electricals Ltd. 3

21 Videocon D2H 3

22 BSES - Yamuna Power Ltd.. 2

23 Dell Mobile 2

24 HDFC ERGO General Insurance Company Ltd. 1

25 Kenstar 1

26 SONY India Pvt. Ltd. 1

27 Videocon Moblie Handset 1

Total 701

Page 17: NCH Monthly March2012

PERFORMANCE REPORT March 2012

17

1. MEDIA INTERACTION NCH has been active in spreading Consumer Awareness through media interactions. Prof. Sri Ram Khanna, Principal Investigator, NCH was present for various discussions and interviews on issues related to consumer affairs and consumer protection.

2. OTHER MEETINGS & EVENTS

Date Media Topic

12/03/2012 CNEB Discussion on Budget 2012 and Industrial Growth

Rate.

Date Organisation Details

2/03/2012 Confederation of Real Estate

Developer's Association's of India

(CREDAI)

Members of NCH met officials of Confederation of

Real Estate Developer's Association's of India

(CREDAI) to understand each other's working

model; to discuss consumer problems in real

estate sector; consumer's grievance redressal

hierarchy in CREDAI and NCH. Lastly to discuss

ISO-10002 world class standards for consumer

complaints Handling Management.

12 /3/2012 Honda Motorcycle & Scooter India

Private Ltd.

Senior members of NCH met senior officials of

Honda Motorcycle & Scooter India Private Ltd. to

discuss about implementation of ISO 10002. Also,

a brief presentation on ISO 10002 was given.

17/3/2012 jAGRITI- Consumer Awareness

Program at Entrepreneurial and

Management Processes

International (EMPI)

National Consumer Helpline organized a consumer

awareness program at EMPI Business School, CSKM

Educational Complex, Satbari, Chattarpur, New

Delhi-110074 on Saturday, 17th of March 2012 for

spreading the message of consumer protection.

24/3/2012 National Seminar on "Consumer

Mediation" - A Better Option

Members of NCH participated in National Seminar

on “Consumer Mediation” - A Better Option. The

seminar was conducted by Consumer Coordination

council (CCC).

26 to 30/3/ 2012

Visit to Kerala State Consumer

Helpline

Members of NCH visited Kerala State Consumer

Helpline to conduct training program for the

helpline.

28/3/2012 jAGRITI- Consumer Awareness

Program at Jagannath Institute of Management Studies

National Consumer Helpline organized a consumer

awareness program at EMPI Business School, CSKM

Educational Complex, Satbari, Chattarpur, New

Delhi-110074 on Wednesday the 28th of March 2012

for spreading the message of consumer protection.

INTERACTIVE SESSIONS/ MEETINGS

Page 18: NCH Monthly March2012

PERFORMANCE REPORT March 2012

18

STAFF

The total full time staff strength during March 2012 was as sanctioned. In addition, 12 part time/student

counselors/ consultants worked in March 2012. A Junior Counsellor has been posted at the facilitation-cum-

information counter of the department of Consumer Affairs at Krishi Bhawan.

S.No. Staff In Numbers

1 Manager 1

2 Senior Counselor 3

3 Jr. Counselor Supervisor 1

4 Web Administrator 1

5 Accountant 1

6 Junior Counselor 10

7 Market Research Associate 1

8 Office Attendant 1

9 Gardener 1

10 Safai Karamchari 1

Total 21

Full Time Staff

STAFF DETAILS

S.No. Staff In Numbers

1 Student Counselor 5

2 Part Time Sector Incharge 3

3 Part Time Expert/ Consultants 3

4 Consulting Student Counselor 1

Total 12

Part Time/Student Counselors/ Consultants

Page 19: NCH Monthly March2012

PERFORMANCE REPORT March 2012

19

www.nationalconsumerhelpline.in

NCH website was basically designed to provide consumer related information & guidance online, and also provide complaint handling system for faster dissemination of consumer complaints directly by the service provider using the effective tools of E-Communications such as Internet.

NCH website is now also accessible by the url http://www.nationalconsumerhelpline.in. NCH website has zones that help visitors to learn more about NCH, it’s related activities, functional areas, the vision, mission of NCH, NCH channel partner details and their respective website links.

NCH website has dynamic section of photo gallery, event details that shows press conferences organized by NCH in the respective sectors such as BANKING, LPG, TELECOM, LEGAL, BIS etc. with the motto of providing consumer related information and guidance and reaching out to as many consumers as possible. Besides this NCH website has pages on Jagriti programme for imparting consumer awareness knowledge, Interesting Cases, Consumer Awareness, Consumer Articles and Tips, Events, Guidance for smart consumers, Convergence Process, Consumer Responses, Advocacy Reports, NCH Jago Grahak Channel on YouTube, NCH Annual Reports Careers, Feedback, Valued comments etc.

Total Hit Count Details of website for March 2012

1) Total Page Hit Count –77144 1

2) Unique User Hits – 7190 2

Google Analytical Statistics for NCH Website:

1) Total Page Hit Count – 484191

2) Unique User Hit –8164 2

Traffic Sources Overview on NCH Website

Search Engines - 6,049 (74.09%) 3

Direct Traffic - 1,633 (20.00%) 4

Referring Sites - 482 (5.90%) 5

Most visited Pages:

Online Complaint Management System

NCH initiated the tasks of developing a common platform for online grievance submission by the consumer and providing the interface for service provider to retrieve the dockets reports and incorporate their comments / feedback to redress the same online.

This facilitates the tasks of consumer grievance handling & redressal services to register consumer Complaints / grievances and to check for action taken by the service provider on their complaints reported to them online.

Analytical Statistics for Online Complaint Management

System:

Total Consumer Login: 1257 6

Total Complaints Received: 885 7

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 March 2012, browsing through at least one page which may be same or different from the one visited previously during March 2012.

2 Unique User Hits- Each visitor who visited NCH’s website during March 2012 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 total number of visitors who visited NCH’s website during March 2012 after searching in major search engines like Yahoo, MSN and Google, are 6,049 forming 74.09% of the total number of visitors who visited NCH’s website during March 2012.

4 Direct Traffic- 1,633 visitors forming 20.00% of total visitors visiting NCH’s website, already knew NCH’s website address and directly typed it’s 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.

1 Complaint Log 12 Interesting cases

2 Complaint Status 13 valued comments

3 User Login 14 Consumer Awareness

4 Home Page 15 Related Links

5 Consumer Tips 16 Sectors Covered

6 Contact NCH 17 Success Story

7 Brand Login 18 Disclaimer

8 Consumer Articles 19 Jagriti

9 User Profile 20 Consumer Responses

10 About NCH 21 Convegence connect with NCH

11 Statistical Details

Website Hits- March 2011 to March 2012

9323

8671

41522

27447

29312

29341

38753

47678

51823

48530

54163

58249

77144

0

10000

20000

30000

40000

50000

60000

70000

80000

90000

Mar,2011

April,2011

May,2

011

June,2

011

July,2

011

Aug,2

011

Sept.,2

011

Oct, 2

011

Nov 2

011

Dec 2

011

Jan 2

012

Feb 2

012

Mar 2012

Months

Website Hits

Page 20: NCH Monthly March2012

PERFORMANCE REPORT March 2012

20

Outbound Calls Report

Outbound dialing is a process in which NCH call center

counsellors make outbound calls to consumer on behalf of

NCH 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 on our toll free no.-1800-11-4000.

The technological scenario of outbound dialing is

implemented by extending the capability of dialer software

for dialing consumer phone number using Auto dialer.

Multiple campaigns are designed to handle Inbound and

outbound operation simultaneously. The process involved in

this scenario is:

1) Campaign Creation – The administrator creates a

new campaign with campaign name and by specifying the

starting date and ending date of the campaign. After expiry

of end date counsellor will not be able to see the details of

the campaign in their login window.

2) Lead generation – The leads/phone number of the

consumer are retrieved from various means:

i. SMS received at NCH– 8800939717-

Due to the increase in number of consumers calling at

National Consumer Helpline, NCH offers SMS services to the

consumers who are not able to contact us via our toll free

no.-1800-11-4000. In such a case, consumers need to

provide their name, city and state details. The following day

incoming SMS reports are generated as excel file and fed in

the dialer database for outbound dialing.

ii. CLI/Phone number of the consumer in the

abandoned calls, not able to contact us-

NCH CRM is updated with another useful feature of capturing

Consumer Phone number CLI with date and time, duration

on IVR, Hold time etc. This is further filtered for all

CLI/Phone number of the abandoned calls of the consumers

not able to contact us. The excel file is then sorted out with

the fields required to be uploaded in the database. The

CLI/Phone numbers’ filtered excel file can be further fed into

the NCH outbound dialer for outbound calling using the

features of the Auto dialer in NCH Dialer Software.

3) Lead Management – The Dialer Lead Manager

further associates the leads with the particular campaign and

feeds the Auto dialer to dial phone number of the consumer

in a particular order.

4) Auto Dialer – The Auto Dialer dials all the phone

numbers uploaded in the dialer database in the form of leads

which are in active state and has a provision of rescheduling

the calls also at any time. As soon as the calls get connected

on the consumer’s end the dialer detects human voice and

transfers the call to the agents logged in with outbound

mode.

5) Outbound calls window in NCH CRM Software

– The Outbound calls window pops up 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 agents and sent as acknowledgement

to the consumer via Email and SMS by the agent from CRM

software.

SMS & Outbound Calls

* Abandoned calls are of consumers who have tried to connect to us for at least 45 seconds, and have not

been able to get through.

** A not contactable uploaded Lead is rescheduled 4 to 6 times

- Complaints received on NCH website of non-convergence companies are also uploaded.

Particulars March 2012

No. of SMS Received 1610

Unique Count of SMS as received 1355

Abandoned Calls/Website Non convergance Complaint * 570

Lead Uploaded Next Day ** 1925

Contacted 1142

Not Contacted 901

Dockets made 1024

Lead Attempts(Atleast 2 times in a day) 5490

Page 21: NCH Monthly March2012

PERFORMANCE REPORT March 2012

21

The Government of Kerala had requested National

Consumer Helpline for a training session to equip the

State Consumer Helpline staff on various facets of

running the helpline – knowledge of the consumer

protection act, answers to frequently occurring

problems in each sector and industry related

consumer goods and services. National Consumer

Helpline has taken the initiative to provide real time

training to counsellors by rendering five days on the

spot in-depth training workshop from March 26th to

30th 2012.

The training was done by adopting an interactive

approach using pre & post advice; sector wise three

tier grievance redressal mechanism; discussions;

PowerPoint presentations; group work activities;

group discussions etc. The counselors were trained on

all sectors – special focused training was taken for the

top five sectors for which complaints are received. An

in-depth training and knowledge of different aspects

of the Consumer protection act was also given.

The three-tier complaints resolution was explained

thoroughly and the regulatory framework available in

some of the sectors such as Telecom, Banking,

Insurance, LPG, and Electricity were explicitly

explained to the counselors. The counselors took

down relevant notes.

Ms. Deepika Sur and Mr. Sanjeev Talwar called on the

Director of Department of Food and Consumer

protection Ms. M. S. Jaya (IAS) on 30th March 2012

in her office in, Food & Civil Supplies office,

Thiruvanantapuram. They also met Mr. Sahadevan,

Controller of Weight & measures, legal metrology and

Ms. Rehmat Bibi, superintendent, civil supplies

department separately. A feed back on the current

status of the helpline was discussed.

Connect @ NCH – Training to State helpline

NCH Visit to Kerala State Consumer Helpline

NCH Team with members of Kerala State Helpline Members of Kerala State Helpline undergoing training

Page 22: NCH Monthly March2012

PERFORMANCE REPORT March 2012

22

A consumer awareness program was organized at ‘EMPI

Business School, CSKM Education Complex, Satbari

Chattarpur, New Delhi on Wednesday, 17th of March 2012

for spreading the message of consumer protection. EMPI-

CSKM academic community – a mini-town, with 3000 plus

habitants (students, faculty and staff) - are connected by a

pucca 20 feet arterial road branching off from the main

Chattarpur – Bhati-mines Road. EMPI-CSKM Campus is part

of fast growing suburb housing beautiful Farm Houses of

South Delhi which prides itself of pollution free ambience.

A presentation was given on consumer awareness that was

attended by around seventy students and Faculty/Staff

members including Mr. Glrish Kathurla Professor cum

Associate Director and Ms Anjana Mahapatra, Sr. Program

Manager, EMPI Business School. NCH team had brief

discussion about NCH and its functions. They were

impressed with the noble task done by NCH in the field of

consumer education.

Topics Covered in the Program

The topics covered included a brief Introduction about

National Consumer Helpline- Its d Functions and the Three

Tier Approach. The focus was to make them aware of

consumer rights and responsibilities and Consumer

Protection Act as they are the ones who will have to meet

the demands of the corporate sector, government agencies

and consumer associations.

Response

The students and faculty members showed a lot of interest

and involvement and there was active participation and

interaction at the session. The discussions included specific

problems faced by the students/staffs and questions on how

redresses could be obtained on specific grievances.

Major sectors covered in the session were: -

1. Telecom (Complaints related to DND, Customer Care,

Network issue & retail policy when connection doesn’t work)

2. Banking (complaints related to Savings Account, Loan

Account, Debit & Credit Cards)

3. Insurance (complaints related to Delay in Policy,

Delay/Refusal of claim, How to access the grievance

redressal mechanism of IRDA).

4. Food and Weights & Measures (Complaints related to

Charging more then MRP, How to check the purity of packed

food.

5. Products (Complaints related to Defective product,

Difference between Guarantee & warranty, when consumer

can demand for the replacement/refund of defective

product).

Mr. Glrish Kathurla Professor cum Associate Director

exhorted the students/faculties to build upon this

introductory knowledge prompted by the presentation and

imbibe and spread the consumer welfare message all around

and make consumers aware of their rights and

responsibilities. To conclude the session, Mr. Glrish Kathurla

Professor cum Associate Director thanked NCH for their

effort in propagating consumer welfare movement and also

made some suggestions on how their students could be

encouraged to imbibe these values for the benefit of the

society.

jAGRITI - An NCH initiative towards making an informed consumer

Consumer Awareness Program at EMPI Business School, New Delhi

Mr. Glrish Kathurla Professor cum Associate Director and EMPI Program Coordinators with NCH team

members

Students and faculty member listen to the program with keen interest.

Page 23: NCH Monthly March2012

PERFORMANCE REPORT March 2012

23

National Consumer Helpline organized a consumer

awareness program in Jagannath Institute of Management

Studies, Kalkaji, New Delhi on Wednesday the 28th of March

2012 for spreading the message of consumer protection. A

presentation was given on consumer awareness that was

attended by around seventy students and Faculty/Staff

members including Mr. S. K. Batra, Deen Academy, JIMS

Kalkaji. NCH team had a brief discussion about NCH and its

functions. This program sensitized people about the real

value of the product and services and the best use of their

rights.

Topics Covered in the Program

The main objective of this program is to propagate the

consumer empowerment movement in young minds. The

program included a brief Introduction about National

Consumer Helpline- Its functions and the Three Tier

Approach. The focus was to make them aware of consumer

rights and responsibilities and Consumer Protection Act as

they are the ones who will have to meet the demands of the

corporate sector, government agencies and consumer

associations.

Response

The students and faculty members showed a lot of interest

and involvement and there was active participation and

interaction at the session. The discussions included specific

problems faced by the students/staffs and questions on how

redresses could be obtained on specific grievances.

Major sectors covered in the session were: -

1. Telecom (Complaints related to Value Added Services,

slow speed of broadband connection, indifferent behaviour of

customer care)

2. Banking (complaints related to Savings Account, Loan

Account, Debit & Credit Cards)

3. Insurance (complaints related to Delay in Policy,

Delay/Refusal of claim, How to access the grievance

redressal mechanism of IRDA).

4. Food and Weights & Measures (Complaints related to

Charging more then MRP, How to check the purity of packed

food.)

5. Misleading Advertisements - How one can complaint

against the fake products available in the market and also

the aggressive marketing of products.

Students and Faculty member welcomed NCH team and

encouraged the students/faculties to build upon this

introductory knowledge prompted by the presentation and

imbibe and spread the consumer welfare message all around

and make consumers aware of their rights and

responsibilities. To conclude the session, Mr. S.K. Batra,

Deen Academy thanked NCH for their effort in propagating

consumer welfare movement and told that such enriching

programs encourages critical thinking, which helps them to

function more efficiently in the market place

Consumer Awareness Program at Jagannath Institute of Management Studies, New Delhi

The NCH team addresses the students andfFaculty members of JIMS

Students and faculty members interact with NCH team on various consumer issues.

Page 24: NCH Monthly March2012

PERFORMANCE REPORT March 2012

24

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

market segmentation. The SEC classification helps the

marketers to identify segments that have high

consuming potential. The high potential types: A1,

A2, 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

new Socio-Economic Classification (SEC) system in

May 2011, under which all Indian households are

classified. The system classifies Indian households by

using two parameters—Educational

Qualifications of the chief wage owner in the

household; and the Number of Assets Owned

(out of a pre-specified list of 11 assets). Based

on these two parameters, each household is classified

in one of 12 SEC groups—A1, A2, A3, B1, B2, C1, C2,

D1, D2, E1, E2 and E3. These 12 groups are

applicable to both urban and rural India. With

the growth of the economy and of small towns and

rural, it has become imperative to look at a single

SEC classification system for both urban and rural

India.

The top-most new 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

new 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 new SEC

class E3 comprises of 10% of all Indian households.

Only 2% of urban households and 13% of rural

households belong to new SEC E3. Nearly 93% of all

SEC E3 households are in rural India.

Socio-Economic Profile of Callers – Study at NCH

SEC Classification of Indian Consumers

Source: http://www.mrsi.in/

Page 25: NCH Monthly March2012

PERFORMANCE REPORT March 2012

25

SEC Classification at NCH

National Consumer Helpline employed the SEC

Classification to classify the callers into different

strata. The classification gives an insight on the

profile of the people calling at NCH to redress their

grievances. In order to classify the callers,

information was obtained during the calls received. A

short questionnaire (the same used by MRSI and

MRUC) was asked and the details of callers, who gave

their details voluntarily, were recorded. The details

were used to obtain the SEC class to which each caller

belonged.

* Based on income levels in 2008.

* Source: MRSI

A summary report on the initial sample is as

follows:-

Analysis: -

The SEC classification was done for 1916 callers in the

month of March 2012. As can be seen from the chart

below, most of the callers fell in the upper strata of

the classification. The callers belonging to the top 5

strata, i.e., A1, A2, A3, B1 and B2 comprise of almost

73% of all 1916 callers. Rest of the callers (27%)

belongs 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 the

society. NCH publicity needs better penetration

across all strata of the socio-economic fabric of the

country and especially, the reach needs to be

improved in the rural areas. Though tele-density in

the country is as high as 80%, still people across all

sections are not calling us at NCH. Hence, awareness

needs to be improved about the toll-free number.

* Sample size – 1916 respondents.

SEC

Classification

No of Callers Average Monthly

Household Income

(in Rs.)

A1 276 16849

A2 408 9122

A3 325 6663

B1 211 5747

B2 186 4798

C1 142 3986

C2 95 3413

D1 126 2987

D2 81 2391

E1 42 1955

E2 21 1607

E3 3 1348

Total 1916

*

SEC CLassification of Callers for March 2012

0

50

100

150

200

250

300

350

400

450

A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3

Socio Economic CLassification

No. of Callers

Page 26: NCH Monthly March2012

PERFORMANCE REPORT March 2012

26

(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

analysed?

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), therefore both

a quantitative and qualitative assessment is possible.

NCH councellors should 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 Pilot Study

Page 27: NCH Monthly March2012

PERFORMANCE REPORT March 2012

27

Consumer Detriment at National Consumer

Helpline: -

As National Consumer Helpline deals with Consumer

Complaints on a daily basis, Consumer Detriment is a

closely related concept to our organisation. The

consumers who approach us are mostly aggrieved

consumers who have experienced detriment and

therefore, using the data derived from the callers, we

can estimate the detriment experienced by them.

*Rounded off to the nearest non-decimal value.

Consumer Detriment Value – March 2012

For the month of March 2012, consumer detriment

was estimated for 641 dockets. As compared to

February 2012 consumer detriment of Rs. 4094012

was computed for 302 dockets. Only fresh dockets

generated during the period were considered for

calculating consumer detriment. The following table

summaries the results: -

S. No Sector Details

Full value of the product will be taken if the problem arises within two months of its purchase

1 Product The AMC value will be considered in case of non servicing of product

If ATM does not dispense the money, debited amount will be considered

2 Banking Non clearance of cheque in specific time frame will be considered as consumer detriment

3 E- Commerce Non delivery of product booked will be considered

4 MRP The incremental amount MRP will be considered

Where order made under this Act, is not complied with the District Forum or the State Commission or the National Commission, as the case may be.

5 Legal If order has been passed by consumer and has not yet been received the amount then it will be considered.

6 Medical

Negligence

After the second opinion from a doctor having expertise in the same field, .If the opinion indicates a case of negligence, then expenditure on previous treatment can be called direct loss to the consumer

Following are the broad parameters, which we decided on, before the pilot study: -

1. We have considered only the direct measurable financial loss as customer detriment, in the following

section-

S.No Sector/Category No. of Dockets Total Detriment Value

(Rs.)

Average Detriment Value

(Rs.)

1 Weights & Measures 36 5334 148

2 Legal 14 1307338 93381

3 Electricity 3 41220 13740

4 Products 161 1608796 9993

5 LPG 4 11895 2974

6 Postal 2 2025 1013

7 Railways 1 515 515

8 Telecom 236 56656 240

9 Real Estate 21 14317772 681799

10 Banking 68 635401 9344

11 E-Commerce 79 462770 5858

12 Insurance 4 49818 12455

13 Medical Negligence 1 140000 140000

14 Travel & Tours 2 65000 32500

Total 632 18704540

Page 28: NCH Monthly March2012

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28

In pre launch booking of real estate if builder fails to bring up the project & is not refunding the booking amount to the consumer then it is consider as direct loss to the consumer

7 Real Estate If builder is not giving the possession of the Flat /plot or not refunding the booking amount to the consumer then it is calculated as direct loss to the consumer

8 Food For Sale of packed food products after expiry date / use by date, 100% cash memo / bill value is taken as detriment

9 Drugs For Sale of expired drugs, 100% cash memo / bill value is considered as detriment.

10 Cosmetics For Sale of cosmetics after use before date, 100% cash memo / bill value is taken as detriment

Forcing to buy Accessories with new connection, excess amount to be taken as consumer detriment

11 LPG Where Consumer applies for a new LPG connection and has paid the amount but does not get the connection even after one month, the paid amount is considered as detriment

For Non- receipt / abnormal delay in receipt of money order, the amount of MO is considered as consumer detriment

For non delivery or delay in receiving Speed Post letter, the SP charges can be taken as consumer detriment

Non receipt or delay in delivery of Parcels, If parcel is insured, the value of parcel will be taken as consumer detriment

Tampering or pilferage of parcels. If insured parcel, value of the insured amount can be considered.

12 Postal

In case of MIS scheme, if interest is not credited, the amount of interest as confirmed by consumer can be treated as consumer detriment.

13 Railways In case of parcels not reached or reached with pilferage, the value of damaged is taken as consumer detriment

14 Tour & Travels

Tour Package cancelled by the operator /traveler but amount not refunded. The amount paid is considered as consumer detriment

For loss with respect to VAS and unfair deductions is considered as consumer detriment

For Non Refund / Partial Refund of Security, the amount not received will be taken as detriment.

If there is Delay in Activation of Subscribed Service, the amount debited/ paid is considered as consumer detriment

If connection is disconnected despite making payment, the amount paid is considered as consumer detriment

In case of inflated Bills / Overcharging, the overcharged value is taken as consumer detriment

15 Telecom

For prepaid connection getting disconnected, if the balance available lapses owing to disconnection, the lapsed balance amount is considered as consumer detriment

16 Insurance If consumer opts to surrender the policy within free look period but does not get his money back then the paid amount is considered as consumer detriment

For Consumer applying for a new electricity connection pays the amount but does not get the connection, the paid amount is considered ad consumer detriment

17 Electricity Where consumer pays the bill but the amount is still shown as due/ not paid, the amount paid is considered as consumer detriment

Page 29: NCH Monthly March2012

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29

Case 1

Sector: Electricity

Complaint no: 363578

Consumer’s Name: Shri Sambhu Rajat

Complaint against: Bihar State Electricity Board

His complaint is that there is no electricity connection in his house as well as in the neighboring area. He is a BPL

card holder, and Bihar Govt. has declared a scheme that BPL card holders can apply for an (Bihar State Electricity

Board) electricity connection. In 2001 consumer had applied for an electricity connection which has not been

provided by the electricity board. Infact, even an electricity pole has not been installed in his area. Moreover, he

received an electricity bill of Rs.13000/- on 13/3/2012 from the Electricity wide Bill No- 7834. The consumer’s

concern is simple and straight, which is why should he pay the bill when he does not have an electricity connection

provided by the board.

Why the case is Interesting: This complaint highlights 3 issues in consumer harassment namely-

1. An electricity bill is received in the consumer’s name without his having an electricity connection.

2. Service provider cannot send an advance bill. If someone has received the same, from any authority then he can

make a complaint with the concerned Department or Sub Divisional Magistrate of his area.

3. Consumer can move to the Dist. Consumer Disputes Redressal Forum or Civil Court to get the compensation

against such harassment.

Case 2

Sector: Misleading Ads

Complaint no: 359987

Consumer’s Name: Shri Vipin Pathak

Complaint against: PepsiCo

PepsiCo was running a commercial which said ‘Katrina Ka Number Crown Ke Under’. The commercial asks customers

to look under the crown to find a number which is supposed to be Katrina Kaif, the movie star’s phone number.

Instead of the star’s number, the phone number given in the advertisement was of a NOIDA-based professional,

Mr. Vipin Pathak. His phone kept ringing non-stop causing unnecessary harassment.

Why the case is Interesting:

• He was receiving undesirable calls for no fault of his.

• He enquired from service provider, Airtel, who responded that they are not aware.

• On telephonic complaint, consumer could not get proper answer from PepsiCo.

NCH Suggestions:

• Advised the complainant to complain to the manufacturing company- PepsiCo Inc.

• He can also complain to the Advertising Standard Council of India.

On complaining to PepsiCo Inc., PepsiCo Inc. accepted the mistake and gave him a new prepaid cell phone number

along with company gifts.

Interesting Stories @ NCH

Page 30: NCH Monthly March2012

PERFORMANCE REPORT March 2012

30

*

INFOSOURCE REPORT

** The Infosource Report is based on the total number of dockets made from calls handled i.e.

10,791

S.NO. NEWSPAPER CALLS- IN NOS. S.NO. ELECTRONIC MEDIA CALLS- IN NOS.

1 Other newspapers 1063 1 Other television channels 3535

2 Amar Ujala Newspaper 38 2 Doordarshan 976

3 Dainik Jagran 14 3 Sony Channel 16

4 Bhaskar 12 4 Sahara India 9

5 Divya Bhaskar 8 5 India TV 6

6 Divya Himachal 7 6 Lok Sabha Channel 3

7 DNA Newspaper 7 7 IBN Channel 1

8 Employment News 6 8 India Today 1

9 Gujarat Samachar 3 9 NDTV 1

10 Herald 3 10 S1 - News Channel 1

11 Hindustan 3 11 Zee Channel 1

12 Hindustan Times 3 12 Zee News 1

13 Indian Express 3 Total 4551

14 Jagbaarish 2 AUDIO MEDIA CALLS- IN NOS.

15 Lokmat 2 1 DU FM 90.4 1

16 Maharashtra Times 2 2 FM Gold 11

17 Navbharat Times 2 3 FM Rainbow 6

18 Nayi Duniya 2 4 Radio City-91 FM 2

19 Punjab Kesari 2 5 Radio Programme 3

20 Rajasthan Patrika 1 6 Red FM - 93.5 7

21 Sakal Newspaper 1 Radio 160

22 Samvad 1 Total 190

23 Statesman 1 ` OUTDOOR CALLS- IN NOS.

24 Telegraph 1 1 Hoardings 77

25 Times of India (Kolkata) 1 2 Electricity Bill 29

26 Yashobhumii 1 3 Post Card 12

27 Dainik Nav joyti 1 4 Postal 8

28 Taraun Bharat 1 5 Metro Hoardings 7

29 Times of India 1 6 Bus Hoardings - BEST 5

Total 1192 7 Pamphlets 2

NGO PARTNERS 8 Posters 2

1 Ministry - Facilitation Counter 16 9 Consumer Forum 1

Total 16 Total 143

INTERNET CALLS- IN NOS. OTHERS CALLS- IN NOS.

1 Internet 1464 1 OTHERS 673

2 Google 41 2 SMS Campaign 300

3 NCH Website 3 3 LPG Gas Receipt 128

Total 1508 4 Railway Ticket 47

EVENTS CALLS- IN NOS. 5 Institution Visit 1

1 Krishi Expo 1 6 NCH Annual Report 1

2 Trade Fair 1 Total 1150

3 Property Expo 1 WORD OF MOUTH CALLS- IN NOS.

4 Video on Wheels 3 1 NCH User 716

Total 6 2 Friends 657

MAGAZINE CALLS- IN NOS. 3 Just Dial 511

1 Magazine 43 4 Relatives 58

2 Media Relation Mag 1 5 Personal Visit 7

3 NCERT Book 8 6 Police 100 Number 6

4 Times Magazine 1 7 Telephone Exchange 6

5 Yojana Magazine 8 8 Jago Re Helpline 5

Total 61 9 Kissan Call Center 5

10 NGO 2

11 SMS through Airtel 1

Total 1974

Total 10791

Infosource Report for the Month of March– 2012

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31

* Other television channels exclude Doordarshan, NDTV, Aaj Tak, Sahara India etc.

** Other Newspapers exclude mainline daily newspapers pan India. For example, Times of India, Hindustan

Times, Indian Express etc.

- It is important to note that there has been no publication of advertisements in the daily national newspapers since August 2011

concerning publicizing of toll free number of National consumer Helpline except on World Consumer Day.

S.No. Infosource Calls %Age

1 Other television channels 3535 32.76

2 Internet 1464 13.57

3 Other newspapers 1063 9.85

4 Doordarshan 976 9.04

5 NCH User 716 6.64

Total 7754 71.86

Top 5 Infosource of the NCH Toll Free Number

*

**

S.No. Infosource Calls %Age

1 Electronic Media 4551 42.17

2 Newspaper 1192 11.05

3 Word of Mouth 1974 18.29

4 Internet 1508 13.97

5 Audio Media 190 1.76

6 Outdoor 143 1.33

7 Magazine 61 0.57

8 NGO Partners 16 0.15

9 Events 6 0.06

10 Others 1150 10.66

Total 10791 100.00

Over 30% Calls are in Response to Electronic Media in March 2012

Page 32: NCH Monthly March2012

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March 2012

32

32

Infosource Report for the Month of March, 2012

Others10.66%

Events0.06%

NGO Partners 0.15%

Magazine0.57%Outdoor

1.33%

Audio Media 1.76%

Word of Mouth18.29%

Internet13.97%

Newspaper11.05%

Electronic Media

42.17%

Electronic Media

Newspaper

Word of Mouth

Internet

Audio Media

Outdoor

Magazine

NGO Partners

Events

Others

Geographical Distribution of Complaints with Doordarshan as Infosource for March 2012

Uttar Pradesh16.91%

Delhi14.86%

Jammu & Kashmir

1.33%

Chhattisgarh1.02%

Odisha

2.36%

Karnataka

1.54%

Punjab3.07%

Bihar4.82%

Madhya Pradesh

4.20%

West Bengal

4.92%

Uttarakhand1.84%

Jharkhand

1.43%

Kerala

1.02%

Himachal Pradesh

1.33%

Other states

1.54%

Maharashtra

13.11%Rajasthan10.04%

Haryana9.02%

Gujarat5.64%

Uttar Pradesh

Delhi

Maharashtra

Rajasthan

Haryana

Gujarat

West Bengal

Bihar

Madhya Pradesh

Punjab

Odisha

Uttarakhand

Karnataka

Jharkhand

Himachal Pradesh

Jammu & Kashmir

Chhattisgarh

Kerala

Other states

Page 33: NCH Monthly March2012

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March 2012

33

33

Department of Consumer Affairs Ministry of Consumer Affairs, Food & Distribution

Gate no.6, Krishi Bhawan, New Delhi- 110001

In the Month of March 2012, 19 people visited the facilitation cum information counter of the Ministry of Consumer Affairs. We received 96 calls at the center and National Consumer Helpline provided the desired information. We also provided the information to those people who were directed to us from the reception for different types of information and queries. . Number of Visitor for Ministry Of Consumer Affairs 19

Number of General information for M/o C.A. 130

---------------------------------------------------------------------------------------------- Total Number of Visitors Visited the Counter 149

----------------------------------------------------------------------------------------------

Number of Calls Received

96

We provide the Toll Free number of NCH, address of Core

and post box no. of Consumer Voice to every person who

visit the facilitation cum information counter. We also

provide the Consumer Awareness Literature of the Ministry

and NCH such as posters, pamphlets etc. NGO’s are showing

keen interest to advertise number of NCH and Core website

in their respective location.

We provide information to the NGO’s and people on

Consumer Protection Unit and on other consumer related

queries. We also provide the Consumer Awareness

Literature to the NGO’s and people. We provided the

different forms of Weights and Measures to the companies

who visited the counter and also assisted the newspaper

companies for advertisement on “JAGO GRAHAK JAGO”.

MINISTRY’S FACILITATION DESK:

Page 34: NCH Monthly March2012

PERFORMANCE REPORT

March 2012

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CLASSIFICATION OF VISITORS

*Consumer Grievance includes those visitors who come for different consumer related problem.

**Others include those visitors who come for different queries related to Ministry.

ENQUIRES FOR THE MINISTRY OF CONSUMER AFFAIRS

*Different forms of weights and measures include application of model of approval, registration of

importers/exporters under weights and measures and registration form of exporters under Packed

Commodity Rule.

GEOGRAPHICAL AREA DESCRIPTION OF NGO’S

Sector No of People Visited Percentage

Consumer Grievance 9 47%

NGO's 3 16%

Companies 2 11%

Others 5 26%

Research Scholar Nil Nil

Total 19 100%

*

**

Different Enquires/Information No of People Visited Percentage

Guidelines for NGO's 3 27%

Consumer Awareness Literature 2 18%

Ministry's Annual Report 1 9%

Others 5 45%

Different Forms of Weight & Measures Nil Nil

Total 11 100%

*

State No of People Visited In Percentage

West Bengal 1 33%

Odisha 1 33%

Tamilnadu 1 33%

Total 3 100%

Page 35: NCH Monthly March2012

PERFORMANCE REPORT

March 2012

35

35

CLASSIFICATION OF CONSUMER GRIEVANCE (SECTOR WISE)

• SHARES AND BROKERS – Complaints against Orbis Financial Corporate Ltd. as they sold his shares/

Did not refund the amount.

• AUTOMOBILES - Complaint against Automobiles Company for non delivery of vehicle.

• TELECOM – Complaint against Airtel.

• SERVICE- Complaint against Citizen Bazaar for non refund of the amount

• E-COMMERCE - Complaint against the E-commerce Indiatimes.com for delivering of defective

product.

• COURIERS – Complaint against Trackon Couriers for non delivery of parcel.

• MUTUAL FUNDS – Complaint against the ICICI mutual funds for non getting of amount after

maturity.

• PRODUCTS - Complaint against the HCL computers for no service after sales.

• INSURANCE - Complaint against SBI Life Insurance for misguided by agent.

GEOGRAPHICAL AREA DESCRIPTION OF ENQUIRES/INFORMATION RELATED TO CONSUMER GRIEVANCES

NAME OF NGOs WHICH VISITED THE COUNTER

• Bhabishyat

• Aridown

• Soc Sead

Sector No of Complaints Percentage

Automobiles 1 11%

Couriers 1 11%

E Commers 1 11%

Insurance 1 11%

Mutual Funds 1 11%

Products 1 11%

Services 1 11%

Shares And Brokers 1 11%

Telecom 1 11%

9 100%

State No. of People Visited Percentage

Delhi 9 100%

Total 9 100%