Project of Union Ministry of Consumer Affairs, Food and Public Distribution

Summary Report – May 2016

National Consumer Helpline

Centre for Consumer Studies, Indian Institute of Public Administration,

Indraprastha Estate, Ring Road, New Delhi-110002

Toll-free Number: 1800-11-4000, SMS: +918130009809

Website: www.nationalconsumerhelpline.in

NCH – May 2016

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National Consumer Helpline – May 2016

In the month of May 2016, National Consumer helpline handled 19,075

calls, which includes complaints registered on NCH Website as well as

sms received. Out of this, 14,003 calls were handled at Toll free

number, 976 outbound calls were made, and 5072 complaints were

reported on NCH Website against various companies. This is the

highest count that NCH has handled in its 11 years of operation.

The NCH Website www.nationalconsumerhelpline.in has registered

5, 59, 206 hits during the month. Website hits are increasing steadily

approx 5% every month.

The maximum numbers of calls were from Delhi – 3171 calls, forming

16.62% of total calls. The rest of the top five states are Uttar Pradesh,

Maharashtra West Bengal and Haryana registering between 15% to

6% of total calls.

The „Product‟ sector contributed the highest 22.42% of the calls i.e.

4277. „E-Commerce‟ Sector was at second position with 18.43% of the

total calls. The rest of the top five sectors are „Telecom‟, „Banking‟ and

„Automobiles‟ registering between 17% to 5% of total calls. Normally,

during these months „Product‟ complaints rise because of non servicing

A/Cs and refrigerators.

25 sessions on various topics were held in the „Continual Consumer

Education‟ series every morning.

Feedback on counseling services averaged a score of 4.01 out of 5.

Out of 131 respondents, 70% have said that they are very satisfied and

will recommend NCH counseling service to others.

Convergence - Responses to complaints/ feedback received for May

2016 are 7638 Out of this, 7517 complaints were responded to, by

various companies under convergence and response percentage

stands at 90%. 121 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.

Downtime of PRI line and IT infrastructure was 33 hours and 10

minutes (working time) during the month.

NCH – May 2016

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STATE – WISE CALLS RECEIVED AT NCH

S.No. State Calls %Age of total

calls

1 DELHI 3171 16.62

2 UTTAR PRADESH 2939 15.41

3 MAHARASHTRA 2273 11.92

4 WEST BENGAL 1295 6.79

5 HARYANA 1232 6.46

6 RAJASTHAN 1136 5.96

7 GUJARAT 1073 5.63

8 MADHYA PRADESH 983 5.15

9 KARNATAKA 899 4.71

10 BIHAR 753 3.95

Top Ten States - Calls to NCH- May 2016

NCH – May 2016

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Products22%

E-Commerce18%

Telecom17%

Banking5%

Automobiles2%

Insurance2%

Real Estate2%

DTH / Cable2%

Weights & Measures

2%

Travel & Tours2%

Other Sectors26%

SECTOR- WISE CALLS

GENDER WISE CALLS

MALE

91.62%

FEMALE

8.38%

Genderwise Distribution of Calls for May 2016

MALE FEMALE

NCH – May 2016

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To ensure that high quality is maintained, training is organized every

morning for half an hour from 9 AM to 9:30 AM

Continual Consumer Education

In-house Training Sessions in May 2016

Sector No of Days Topics Covered

Quality 6 Call Audit Observation with Docket no & voice calls by sector expert and Supervisor. Observation on Convergence companies data capture, Consumer Detriment, NCH Script Consumer Satisfaction Index, & Counselor Report from Dialer

General 3 Screening Photos & Videos of NCH Play on Swacch Bharat Abhiyaan

Financial Education 3 Financial market and knowledge sharing of Mutual Fund, Equity and Debentures. Stock Exchange and Share Trading.

NBFCs 2 Chit Fund & Credit Society, Grievance Redressal of NBFC Companies

Telecom 2 New SIM acquisition through DSA/ Retailer & Company Outlets.

e-commerce 2 Mobile Wallets and Coupon Usage

Consumer Insights 2 Fraudsters duping e-commerce Companies in India , Global Retailers & Digital Baazar

Education 1 Coverage of Education complaints under CPA 1986

Allied Services 1 Aadhar Card, Voter Card, PAN Card, Passport, Provident Fund & Consumer Queries

Railway 1 Ticket Booking Rules - Railway

Banking 1 Loans Procedure of banks for giving loans

Product 1 Small and mid scale companies - grievance redressal & NCH Hierarchy

Total 25

CONTINUAL CONSUMER EDUCATION

NCH – May 2016

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The feedback on services by NCH is evaluated to gauge the counseling

services provided. Feedback helps in getting inputs for training and

operations, as it gives the complainants perception. All complainants who

have registered their email id during the course of the call receives a

questionnaire asking them to evaluate their experience of our service

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 93 93 91 91 92

No 2 2 4 4 2

Not Specified 36 36 36 36 37

Out of 131 consumers, who have replied, consumer satisfaction averages

4.01 out of 5 for the month of May 2016, where 5 stand for very good and 1

stands for extremely dissatisfied

70% of complainants, who have given this feedback, have said that they are very

satisfied and will recommend NCH counseling services to others.

The dipstick feedback taken from complainants who have received a resolution

from convergence companies and are satisfied, average 76%

Convergence Companies Non Convergence Companies

Month Total Complaints

Sent Responses received

Resolution confirmed by Complainant directly at NCH

May 2016 8395 7517 121

FEEDBACK ON COUNSELING SERVICES OF NCH

GRIEVANCE REDRESSAL@ CONVERGENCE

NCH – May 2016

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“Customer detriment can be defined as the negative outcomes for consumers relative to reasonable expectation.” At NCH, we consider only the direct, measurable financial loss in specific sectors for fresh complaints. For the month of May 2016, consumer detriment was estimated for 1919 dockets at Rs. 12,92,46,197 and later extrapolated for 7221 dockets at Rs. 57,43,51,804 Extrapolated total detriment value is derived by multiplying average detrimental value with no. of complaints received in respective sectors.

Sr. No Sector /Category No of DocketsTotal Detriment

Value (Rs.)

Average Detriment

Value (Rs.)

No. of

Complaints

received

Extrapolated Detriment

Value (Rs.) ( Average

Detriment X no of

complaints received

1 REAL ESTATE 59 105715305 1791785 241 431820144

2 Automobiles 29 7501677 258679 224 57943988

3 PRODUCTS 679 8037952 11838 1753 20751885

4 General Insurance 2 1011500 505750 24 12138000

5 Education 11 658111 59828 173 10350291

6 E-Commerce 510 2596514 5091 1479 7529892

7 Life Insurance 1 100000 100000 72 7200000

8 Banking 62 950443 15330 411 6300517

9 LEGAL 3 309060 103020 43 4429860

10 Health Insurance 8 542617 67827 60 4069628

11 Medical Negligence 2 88000 44000 72 3168000

12 Travel & Tours 34 517022 15207 130 1976849

13 Placement Services 21 407146 19388 78 1512257

14 Motor Vehicle Insurance 2 61800 30900 42 1297800

15 others-Service 24 156468 6519.5 172 1121354

16 Packers & Movers 14 288452 20604 33 679923

17 Postal 23 92078 4003 119 476404

18 Telecom 167 62186 372 1129 420408

19 Railways 8 68304 8538 36 307369

20 Electricity 2 4180 2090 139 290510

21 LPG/PNG 7 8987 1284 161 206691

22 DTH / Cable 7 9855 1408 123 173166

23 Courier /Cargo 20 37829 1891 58 109704

24 Airlines 3 4635 1545 29 44805

25 Weights & Measures 188 13150 70 287 20075

26 Food 31 2654.3 86 115 9847

27 Drugs & Cosmetics 2 271 136 18 2439

Total 1919 129246197 3077188 7221 574351804

Real Estate is always at the top because the value (in Rupees) per transaction is

generally the highest amongst all sectors.

Effective June 2016, there will be some changes, fine tuning in the parameters,

being considered to estimate the detriment value. This was a pilot project started

over 3 years ago and in keeping with the market environment requires some fine

tuning in the parameters.

CONSUMER DETRIMENT

NCH – May 2016

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

complaints received in the month of May 2016 is as under:

No. Complaints

Received

Not Pertaining to

NCH Closed

Pending

(0- 15 days)

63 10 52 1

CENTRALIZED PUBLIC GRIEVANCE REDRESS AND

MONITORING SYSTEM (CPGRAMS)