quarterly report feb 2016 apr 2016 - 1800-11-4000 jago ...nationalconsumerhelpline.in/feb to...

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

Quarterly Report –

Feb 2016 – Apr 2016

Toll-free Number: 1800-11-4000, SMS: +918130009809 Website: www.nationalconsumerhelpline.in

National Consumer Helpline

Centre for Consumer Studies, Indian Institute of Public Administration,

Indraprastha Estate, Ring Road, New Delhi-110002

http://www.nationalconsumerhelpline.in/

February 2016 – April 2016

Page No.

1) Summary 3

2) Geographical Distribution of Complaints 4

3) Sectoral Break-Up of Calls 5

4) Gender wise Distribution of Complaints 6

5) Continuous Consumer Education 7

6) Feedback on NCH Counseling 9

7) Complaints responded by Convergence Companies 10

8) Responses directly from Complainants 11

9) NCH Website 13

10) Outbound Calls 13

11) Socio Economic Classification 14

12) Consumer Detriment 16

13) Info-source 20

14) Status of CPGRAMS Portal Complaints 20

15) FOP wise Complaints for top 10 Sectors 21

Contents


A snapshot of the period of February 2016 to April 2016

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 February 2016 to April 2016 were

53, 506. Out of these. 39, 302 calls were handled on Toll free number, 2693 outbound calls were

made to sms received, and 14. 204 complaints were reported on NCH Online Complaint

Management System. These calls are included in the total of 53, 506 calls handled.

The maximum numbers of calls were from Uttar Pradesh – 8433 calls, forming 16% of total calls.

The rest of the top five states are Delhi, Maharashtra, West Bengal and Rajasthan registering

between 15% to 7% of total calls. The call received from Delhi is reducing and the share of Uttar

Pradesh and Maharashtra State are increasing gradually

The ‗Product‘ sector contributed 21% of the calls i.e. 10,984. e-commerce stands at the second

position at 17%. The rest of the top five sectors are ‗Telecom‘, ‗Banking‘ and ‗Automobiles‘

registering between 16% to 3% of total calls..There is continued increase in complaints of e-

commerce, as it‘s an emerging sector.

Responses to complaints/ feedback received from February 2016 to April 2016 are 13,652. Out of

this, 13, 360 complaints (including pending) were responded to, by various companies under

convergence. 292 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 14, 91,842 during the

period February 2016 to April 2016..

Consumer detriment for the period February 2016 to April 2016 has been computed at

Rs.112, 26, 66,035 for 18,825 dockets. This was calculated on the basis of average consumer

detriment value in each sector. Value wise, the top sectors for consumer detriment continues to

be Real Estate, Automobiles, Products, e-commerce and Banking.

The Downtime of PRI line and IT infrastructure was 68 hours and 38 minutes during February

2016 to April 2016. To redress frequent restarting issue of Server, Department of Consumer

Affairs placed an order on HCL Services Ltd to replace the existing NCH server and reinstall the

NCHCRM with additional licenses. This has been completed as on April 2016



.

NCH has handled 39,302 calls / Complaints at the Call centre and NCH website during the period February 2016 to April 2016. The State wise distribution of 39, 302 cases handled during the period is as under: -

GEOGRAPHICAL DISTRIBUTION

S.No

.

State Number of

Calls

Cumulative %

1 UTTAR PRADESH 8433 15.762 DELHI 8304 15.523 MAHARASHTRA 6305 11.784 WEST BENGAL 3680 6.885 RAJASTHAN 3311 6.196 HARYANA 3229 6.037 GUJARAT 3008 5.628 BIHAR 2735 5.119 KARNATAKA 2452 4.5810 MADHYA PRADESH 2317 4.33

State wise Calls ( February to April 2016) - Top 10 States


S.No. Sectors Calls %Age S.No. Sectors Calls %Age

1 Products 10984 20.53 26 Employees Provident Fund 154 0.29

2 E-Commerce 9354 17.48 27 RTI 76 0.14

3 Telecom 8821 16.49 28 Publication 94 0.18

4 Banking 2836 5.30 29 Medical Others 64 0.12

5 Insurance 1248 2.33 30 Drugs & Cosmetics 97 0.18

6 Automobiles 1322 2.47 31 Standards 36 0.07

7 LPG/PNG 960 1.79 32 Water 36 0.07

8 NBFC`s 864 1.61 33 UIDAI Authority 43 0.08

9 Real Estate 850 1.59 34 Share & Brokerag 20 0.04

10 Travel & Tours 733 1.37 35 Beauty & Health Care Services 38 0.07

11 DTH / Cable 828 1.55 36 PAN CARDS 29 0.05

12 Education 646 1.21 37 Public transport 32 0.06

13 Electricity 715 1.34 38 PASSPORT 34 0.06

14 Postal 698 1.30 39 Petroleum 23 0.04

15 Public Distribution System 619 1.16 40 Mediation Centre 14 0.03

16 Weights & Measures 753 1.41 41 Misleading ads 24 0.04

17 Placement Services 346 0.65 42 Service Tax 20 0.04

18 Courier /Cargo 371 0.69 43 Mutual Fund 8 0.01

19 Legal 415 0.78 44 Bar Council 11 0.02

20 Medical Negligence 285 0.53 45 Women Helpline 5 0.01

21 Food 290 0.54 46 M Commerce 3 0.01

22 Railways 182 0.34 47 others-Service 939 1.75

23 VAT 308 0.58 48 Enquiries & complaints outside

the CPA ambit

6593 12.32

24 Airlines 117 0.22 49 Complaints against Fraud 437 0.82

25 Packers & Movers 131 0.24 Total 53506 100.00

Sector wise for the Period of February to April 2016

Sector wise Calls

Products

21%

E-Commerce

17%

Telecom

16%

Banking

5%

Automobiles

2%

Insurance

2%

LPG/PNG

2%

NBFC`s

2%Real Estate

2%DTH / Cable

2%

Weights & Measures

1.%

Travel & Tours

1%

Electricity

1.25%

Postal

1.23%

Education

1.15%

Public Distribution

System 0.84%

Other Sectors

21%

Sectoral Distribution of Calls for Period of Feb- Apr 2016

Total -53, 506


GENDER WISE DISTRIBUTION

13

24

5

12

95

0

12

89

9

11

57

3

15

70

6

12

06

6

11

63

7

88

64

11

44

6

15

54

6

16

54

6

17

35

4

13

03

12

16

11

98

11

52

15

03

11

63

11

65

76

0

87

9

13

03

13

08

14

49

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

20000

May 2

015

June 2

015

July

2015

Aug 2

015

Sept 2015

Oct

2015

Nov 2

015

Dec 2

015

Jan 2

016

Feb 2

016

Mar

2016

Apr

2016

Ca

lls

Months

Males dominate Complaint Making- Women in Background (May 2015 - Apr 2016)

Male Female


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.

Continual Consumer Education

In-house Training Sessions from February to April-2016

Sector No of Days Topics Covered

BFSI 5 TDS of Fixed Deposits in Banks & NBFCs, Mudra Bank Scheme and PACL deposits, Gold Monetization Scheme, Mobile and gadget Insurance & Terms & Conditions thereof. Mutual Fund Basics and Consumer Grievance System by AMFI & SEBI

Quality 15 Call Audit Observation with Docket no & voice calls. by sector expert and Supervisor. Observation on Convergence companies data capture, . Consumer Satisfaction Index, Wrap up & Counsellor Report from Dialer, MIS / General Rules on NCH Working for staff

Postal 2 Frequently Asked Questions for Postal Life Insurance, Kisan Vikas Patra etc.

Public Transport 2 Railway Refund Rules and new provisions regarding booking of tickets, Airlines FAQs

E-Commerce 2 Jurisdiction of ecommerce complaints and Questions & Answers of Counsellors / FAQs. Queries & Doubts of Counselors

Legal 4 Consumer and Consumer Forums, How Consumer forum functions / Docket Audit with information on legal calls and advice thereon. Presentation on different facets of Consumer Protection Act

Food Safety 1 Frequently Asked Questions on Food Safety

Legal Metrology 3 Frequently Asked Questions on Legal metrology Session on legal Metrology was taken by external expert who has given answers to queries by NCH Counselors and on the Grievance Redressal Hierarchy for complaints. What qualifies as a complaint.

DTH /Cable 1 FAQs of DTH Cable

CONTINUOUS CONSUMER EDUCATION EDUCATIONEDUCATIONOGRAMME


PDS 1 Public Distribution System and FAQs by Counsellor

Telecom 2 FAQs on Telecom & Broadband, Mobile and Wireless / Consumer Cases taken up by Consumer Forums and SC judgment on Telecom Consumers

Tours & Travel 1 Presentation on Tours & Travels & FAQs

Airlines 2 Presentation on Airlines and FAQs by Counsellor/ Frequently Asked Questions on Airlines and issues regarding refund, luggage etc.

LPG 1 Frequent Asked Questions

Education 1 Presentation on Education & FAQs

Standards 2 Frequently Asked Questions on Quality Marks approved by Government such ISI, Hallmark & other Quality mark

Banking 4 Financial Inclusion Scheme by banks. Credit Card and its types, Gold Monetization scheme and Gold Loan / Kisan Credit Card and its types of various banks

NBFC 3 Frequently Asked Questions with presentation on NBFC, Gold loans given by NBFC.

Automobiles 1 Complaints related to Dealers/ service centre and role of Financer in Automobiles complaints

Mediation centre 1 Mediation Centre Basics & how consumer complaint and other cases can be taken by DDRS Mediation Centre

Misleading Advertisement 1 ASCI - cases upheld /not upheld and detailed discussion on queries received by counselors

Insurance 5 Gadget Insurance and Questions Answers by Counselors on third party insurance / Insurance FAQs on different segment such as Life, Health, Motor Vehicle etc.

Training & Soft Skills & Consumer Pulse

3 Revised Training File on different Sector in Sharing, Skill Training on Soft Skills and Motivation. Interesting information related to consumers.

RTI 1 Online RTI filling and process of first and second appeal

Water 1 Complaints Hierarchy on Jal Board related complaints for various boards

Total 70


The feedback on counseling services of NCH is being evaluated for over one year 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 18128 and responses received are 344.

*Out of those who have replied, consumer satisfaction averages 4.03 out of 5 for the period February to April 2016, where 5 stands for very satisfied and 1 stands for extremely dissatisfied Highlights of Specific Comments – Reproduced as received

Docket number

Feedback Received

660704 PUNJAB

―Thank you for the advice, it was very helpful and actually worked and got the benefit from the company. I am really greatful and will tell everyone about the consumer Helpline.‖

641160 UTTAR PRADESH

―Aap logo ka bhut- bhut- danybad. Aap logo ka samjhane ka tarika bhut-achha hai, baat karne ka tarika Bhut- achha hai. thanks..‖

665186 DELHI

―This was the first time i called to consumer forum and i felt that your executives are cooperative, humble and guided me in a polite way, they gave me Vodafone care email id to get my problem resolved, thanks to you guys for listening me patiently‖

659191 MAHARASHTRA

―Thanks for your guidance. On which i have got replacement for phone from micromax. You are doing GREAT JOB.I AM THANKFUL TO EACH MEMBER WHO HAVE GUIDED ME TO FIGHT WITH COMPANY‖

679212 BIHAR

―Its really good to have your call service for user queries/greivances. The service from your team is very good and satisfactory so far. Hope I would receive the justice soon. And wish your team and entire ministry who had been working for customer rights development a very all the best‖

660712 TAMILNADU

―The waiting time to reach the Associate was a bit longer (5 minutes); it will help if this can be improved. The person who attended my query was very professional, very courteous, listened to the problem, quick to identify the facts and provide valuable suggestions. I appreciate the way the call was handled.‖

Consumer Satisfaction Index


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

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 May 2015 3895

2 June 2015 4404

3 July 2015 4401

4 Aug 2015 4847

5 Sept 2015 5735

6 Oct 2015 5067

7 Nov 2015 5117

8 Dec 2015 3294

9 Jan 2016 2671

10 Feb 2016 5399

11 Mar 2016 5420

12 Apr 2016 7342

Convergence @ NCH Convergence @ NCH

* *

CONVERGENCE @ NCH


National Consumer Helpline has taken up complaints with various companies & service providers and transmits complaint data to companies. Also, feedback is received from consumers who called NCH to inform about their resolution/ responses.

3110

3598

3632

4035

4635

3862

4355

2880

2407

3771

3960

5629

131

90

86

59

83

87

82

106

121

103

90

99

0 1000 2000 3000 4000 5000 6000

May 2015

June 2015

July 2015

Aug 2015

Sept 2015

Oct 2015

Nov 2015

Dec 2015

Jan 2016

Feb 2016

Mar 2016

Apr 2016

Feedback

Mo

nth

s

Feedback for the period May 2015 to April 2016

Responses from Convergence Companies Feedback received from consumer for non converence companies

To know the quality of response given by companies, NCH takes 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. NCH Counsellors randomly calls 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 and if the complainant is satisfied. The average percentage in this quarter worked out to 79%

RESPONSES RECEIVED – CONVERGENCE & DIRECT

Feedback on Resolution given by Convergence Companies


S.No

.

Name of the Company Responses S.No

.

Name of the Company Responses

1 Reliance communication 1545 58 Apollo munich general insurance 30

2 Bharti Airtel Limited 1419 59 Bajaj Electricals 30

3 Snapdeal.com 832 60 Celkon Mobile 30

4 Flipkart.com 814 61 HDFC Standard Life Insurance 30

5 Micromax 743 62 Hero Honda 30

6 Paytm.com 736 63 Kotak Mahindra 28

7 Vodafone 723 64 Kent RO 26

8 YU Play 574 65 BSES-Rajdhani 25

9 Aircel 427 66 Toshiba Laptop 24

10 Tata Teleservices 321 67 IFB Appliances 20

11 HDFC 247 68 Videocon Moblie Handset 20

12 Bharat Petroleum Corporation Limited 236 69 Bajaj Allianz Life Insurance 19

13 Mobikwik 231 70 Infibeam 19

14 MakeMy Trip 191 71 Yatra.com 18

15 Dell 165 72 Bluestar 17

16 Tata Motors 164 73 BSES-Yamuna 16

17 shopclues.com 157 74 CitiBank 16

18 Whaaky.com 156 75 IBall 14

19 Tata Sky 151 76 Electrolux 12

20 Microsoft India Pvt. Ltd 146 77 Shri Ram General Insurance 12

21 Eureka Forbes 138 78 Epson 10

22 Samsung 138 79 Aegon religare general Insurance 9

23 Videocon D2H 137 80 Bajaj Auto Finance Ltd 9

24 Tikona Digital 124 81 BSNL Penta 9

25 LG 123 82 BIG TV 8

26 Tata Power Delhi Distribution Ltd 121 83 Crompton Greaves Limited 8

27 HTC India 119 84 National Insurance 8

28 ICICI 119 85 SBI Life Insurance 8

29 HomeShop18 110 86 Blackberry 7

30 Sony 99 87 HUL 7

31 DTDC Express Pvt Ltd 84 88 ICICI Lombard 7

32 Intex 83 89 IDBI 7

33 e-bay 81 90 Suzuki motor cycle pvt. ltd. 7

34 Panasonic India 81 91 Tata Motors Finance Company 7

35 Gionee Mobiles 76 92 Croma 6

36 Lava Mobile 73 93 Hitachi 6

37 Rediff 73 94 Matix Telecom 6

38 Airtel Digital 71 95 Sun Direct 6

39 Yepme.com 68 96 Bajaj Auto 5

40 Indiatimes 64 97 Bharti Axa general Insurance 5

41 Xolo Care 61 98 Cleartrip 5

42 Asus Technology 59 99 HP 5

43 Dish TV 59 100 Voltas 5

44 Idea 58 101 Aviva Life Insurance 4

45 Jabong.com 56 102 Luminous 4

46 MTS 54 103 NapTol.com 4

47 Videocon 49 104 Birla Sun Life 3

48 Star CJ 45 105 Skoda automobiles 3

49 Sony Ericsson 42106

Sunflame Appliances 3

50 Whirlpool 42107

Jet Airways 2

51 Beetal 41108

MTNL Delhi 2

52 Honda MotorCycle & Scooter India 40109

Tata Swatch 2

53 Bajaj Consumer Finance 38 110 Acer India 1

54 Aakas and Ubislate 34 111 RBL bank 1

55 Den Network 34 112 Universal Sompo general Insurance 1

56 Reliance Life Insurance 33

57 Spice 31 13360

Responses Received under Convergence for the Period Feb 2016 to Apr 2016

Total


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) February 2016 - 4, 29,639

2) March 2016 - 5,17, 491

3) April 2016 - 5 44, 712

The NCH Website is now hosted on cloud services since February 2016 and is functioning satisfactorily. The count of hits have gone up by 23% in this quarter (from Feb to April 2016) as compared to an average of the last four quarters (Feb 2015 to Jan 2016)

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

Most visited Pages:

Complaint File Complaint login Contact Consumer Tips About NCH Terms of Services Convergence view

Disclaimer

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.

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.

NCH Website

Outbound Calls

Particulars Counts

No. of SMS Received5197

Unique Count of SMS uploaded 4143

Total Lead uploaded in the month4143

Spoken to2657

Not contacted1486

Docket made2657

Out bound Calls Report -Feb to Apr 2016



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

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

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

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

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

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

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

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

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

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

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

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

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


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 questionnaire was sent along

with Counselling Feedback Form. Out of 344 forms,

212 callers responded to the SEC questionnaire during

period February to April 2016. But only 72 gave

complete and valid information. Hence, analysis is on

the basis on 72 complete entries only. As shown in the

chart below, most of the callers fall in the upper strata

of the classification.

As the entries are very few and only tech savvy callers

are participants to this survey, the survey is skewed

towards the upper strata‘s.

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 88%, the

people across all sections do not call NCH and toll-free

number needs to be promoted to these segments

Class No of Callers Average Monthly

Household

Income (in Rs.)*

A1 28 16849

A2 29 9122

A3 4 6663

B1 6 5747

B2 3 4798

C1 1 3986

C2 0 3413

D1 1 2987

D2 0 2391

E1 0 1955

E2 0 1607

E3 0

Total 72

* Based on income levels in 2008.

There was a requirement from the Department of Consumer Affairs to reduce the call duration, so that more calls could be handled during the working hours. Hence, SEC questionnaire was discontinued during calls and was transferred to the feedback form


(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.

Analyzing 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


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– Feb 2016 to Apr 2016

For the Period of February 2016 to April 2016, on the

basis of average detriment value calculated for each

sector, consumer detriment was calculated for 18,825

dockets at Rs. 112,26,66,035

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 Feb 2016 March 2016 April 2016 Total Detriment Value

1 Real Estate 299531288 349166858 257065277 905763423

2 Automobiles 13229070 16793000 20901831 50923901

3 Products 12890054 11847560 16080254 40817867

4 Banking 5301225 18540756 4638306 28480287

5 E-Commerce 6285342 8566636 6992945 21844923

6 LEGAL 916270 8018000 10171750 19106020

7 Education 3944473 2969400 2962783 9876656

8 Health Insurance 1236893 5043000 1635833 7915726

9 others-Service 675022 5471846 865187 7012055

10 Placement Services 676391 1531320 3948993 6156704

11 Medical Negligence 1400000 882000 3684000 5966000

12 Life Insurance 638421 1903706 2523000 5065127

13 Travel & Tours 1625720 1672473 1040402 4338594

14 Postal 202644 1174465 570653 1947762

15 Packers & Movers 358150 217544 1358882 1934577

16 Electricity 179450 797552 575716 1552719

17 Telecom 313677 427314 441705 1182696

18 Airlines 548542 0 272650 821192

19 Motor Vehicle Insurance 697200 0 0 697200

20 LPG/PNG 142882 143280 262064 548226

21 Courier /Cargo 127502 15484 50589 193576

22 Railways 55605 77000 22740 155344

23 General Insurance 137467 0 0 137467

24 DTH / Cable 17952 18803 80305 117059

25 Weights & Measures 11014 25340 18344 54698

26 Drugs & Cosmetics 4666 3850 31763 40278

27 Food 3437 4420 8102 15959

Total 351150353 435311607 336204075 1122666035


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


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


The above info-source data is has been taken through Counselling Feedback Survey Form. Total respondents in this quarter are 209.

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

of complaints received in the period February to April 2016 is as under:

No. Complaints Received

Not Pertaining to NCH

Advised & Closed

Pending

331 12 318 1

INFOSOURCE REPORT

Internet

55.98%

Television

14.35%

TV Channels

7.84%

Radio

5.74%Newspaper

4.31%

Other

Sources7.66%

Infosource Report for the Period of Feb to Apr 2016

Complaints on Centralized Public Grievance Redress And

Monitoring System (CPGRAMS)

http://www.pgportal.gov.in/


1. Products

Sr. No. Frequent Occurring Problems Complaints %

1 Delay in /Not providing Services 2608 32.58

2 Defective Product -No Replacement/Repair 1394 17.41

3 Same Problem Persist After Repairing 1049 13.10

4 Service Centre/Dealer not entertaining 628 7.84

5 Charging for repair/ not repaired under Warranty 616 7.69

6 Unsatisfactory Redressal 554 6.92

7 After sale service not provided 350 4.37

8 Non Delivery of Product 149 1.86

9 Selling Duplicate / Spurious Product 125 1.56

10 Unfair Trade Practices 88 1.10

11 Paid Amount Not Refunded 71 0.89

12 Promised/Offered Gift Not Provided 63 0.79

13 Seed & Pesticides Complaints 59 0.74

14 Misbehaiver by Dealers 50 0.62

15 Overcharging 49 0.61

16 Other Complaints 153 1.91

Total 8006 100.00

FOP wise Complaints for top 10 Sectors


2. e-Commerce


1 Non-Delivery of Product 1532 19.91

2 Delivery of Defective Product 1300 16.89

3 Delivery of Wrong Product 1062 13.80

4 Paid/ Overcharged amount not refunded 888 11.54

5 Deficiency in Services 715 9.29

6 Wrong Promises 530 6.89

7 Not repaired/replaced under Warranty 395 5.13

8 Not getting product back after repair/replacement 283 3.68

9 Promised/ Offered gift not given 248 3.22

10 Late/Delay delivery of Product 220 2.86

11 Poor Quality/Spurious Product Delivery 153 1.99

12 Product or Accessories is Missing 155 2.01


Total 7695 100.00

3. Telecom


1 Inflated Bills / Overcharging 833 10.94

2 Unfair Deductions /Deduction without any VAS 823 10.81

3 Connection not working / Services Barred 797 10.47


5 Broadband/ Internet not working / Slow Speed 557 7.32

6 Network Problem 443 5.82

7 Required top up value not provided 432 5.67

8 Activation of Unsubscribed Services/ Plan 378 4.96

9 Unsatisfactory / Irregular service 360 4.73



10 Delay in Activation/ Providing connection 351 4.61

11 Wrong Promises 322 4.23

12 Fraudulent Issues 292 3.84

13 MNP related issues 265 3.48

14 Delay in resolving complaint/ request 216 2.84

15 Non Refund / Partial Refund of Security 127 1.67

16 Not Disconnecting Connection 107 1.41

17 Disconnection/ Demand for re-submission of docs 90 1.18

18 Promotional / Threatening Call/SMS 90 1.18

19 Delay in Migration/ Change of Plan 82 1.08

20 Customer Care Block/Barred 65 0.85

21 Bill Statement Not Given/Refusal 38 0.50

22 Delay in Activation of Subscribed Service 34 0.45

23 Tariff Plan Withdrawal within Validity 33 0.43

24 Receipt of Bills Despite Payments 28 0.37

25 Defective Handset / Instrument 17 0.22

26 Others 224 2.94

Total 7614 100.00


4. Banking


1 Money not dispensed but debited 391 19.02

2 Unsatisfactory Bank Redressal 359 17.46

3 Delay / Denial of Services 340 16.54

4 Fraudulent transaction 195 9.48

5 Wrong Service Charges/ excess charges 137 6.66

6 Discrepancy in amount dispensed by ATM 66 3.21

7 Delay in clearance of Cheque / Draft /FD 63 3.06

8 Delay in receipt of ATM / Pin No. 60 2.92

9 Misbehaviour by bank staff/DSA/Rec. agent 60 2.92

10 promises not fulfilled/ Wrong Promises 54 2.63

11 charges for not maintaining monthly balance 52 2.53

12 Delay in sanction / Disbursement 51 2.48

13 Showing dues even after settlement/ payment 45 2.19

14 Incorrect ROI (Rate of Interest) 38 1.85

15 Insurance policy given without consent 28 1.36

16 Dishonour of cheque 20 0.97

17 A/C freezed due to non payment of CC/Loan 15 0.73

18 Not giving NOC / Other Docs 14 0.68


Total 2056 100.00


5. Automobiles

Sr. No.

Frequent Occurring Problems Complaints %

1 Same problem persisting after repairs 180 17.16

2 Defective Vehicle - has manufacturing defects 149 14.20

3 Delay / Denial in providing Services 134 12.77

4 Customer requirement not entertained by dealer/SC 123 11.73

5 Delay in delivery of new vehicle 108 10.30

6 Delay in providing vehicle documents 102 9.72

7 Non/partial refund of booking cancellation amount 50 4.77

8 Misbehaviour by Dealer/Company 43 4.10

9 Charging during free service period 41 3.91

10 Mileage not given as per commitment 21 2.00

11 Offered /Promised Gift not Provided 20 1.91

12 Exact amount not mentioned on bill 15 1.43


Total 1049 100.00

6. Insurance


1 unsatisfactory redressal 251 25.13

2 Rejection of Claim 204 20.42

3 Delay in getting Claim 198 19.82

4 Wrong Promises made by Agent / DSA 106 10.61

5 Less Claim amount approved/ given 81 8.11

6 Delay in policy document delivery 62 6.21

7 refusal of payment of money back policy 32 3.20



8 Requested service not provided 26 2.60

9 Fraudulent Issues 18 1.80


Total 999 100.00

7. LPG/PNG


1 Delay in delivery 176 21.52

2 Cash Subsidy not provided 157 19.19

3 Overcharging 64 7.82

4 Asking or Charged more money for new connection 58 7.09

5 Refused or extra charging for Home Delivery 50 6.11

6 Delay in getting new / DBC connection 45 5.50

7 Not getting subsidized cylinders 44 5.38

8 Compelled to buy Gas stove and other items 34 4.16

9 Underweight delivery 27 3.30

10 Connection blocked 19 2.32


12 Delay in /not transferring the connection 18 2.20

13 Petroleum Complaints 18 2.20

14 Leakages or Regulator issues 16 1.96

15 Black Marketing 14 1.71

18 Inflated bills of PNG Connection 7 0.86


Total 818 100.00


8. NBFC


1 not making payments on maturities 201 34.36

2 Unsatisfactory redressal 121 20.68

3 Company in which invested does not exist 57 9.74

4 Not sanctioning loan- even after taking fee 44 7.52

5 Promised rate of interest not given 44 7.52

6 Demand of excess/ unconveyed charges 33 5.64

7 failure to Honour commitments 24 4.10

8 NBFC excess payment received but not returned 15 2.56

9 Not giving NOC even after payment 15 2.56


Total 585 100.00

9. Real Estate


1 Delay in Possession/not getting possession 174 29.19

2 Not refunding Money / Cheque bounced 156 26.17

3 Construction not completed within promised time 69 11.58

4 Asking/ charging for more money then agreed 55 9.23

5 Not giving promised/booked plot/flat/area 44 7.38

6 Low quality building material used 23 3.86

7 Promised discount/ Gift not given 19 3.19

8 Property documents/ other documents not given 9 1.51

9 Builders unbalanced agreement 8 1.34

10 Sale of disputed land/ property 6 1.01


Total 596 100.00


10. DTH/Cable


1 Service not provided 143 21.03

2 Unfair deduction 100 14.71

3 Non activation of subscribed plan 62 9.12

4 Connection not working 59 8.68


6 Change of plan without consent 47 6.91

7 Faulty set top box 42 6.18

8 Signal not clear 39 5.74

9 Bill/Receipt issues 25 3.68

10 Promised offer/ channel not provided 24 3.53

11 Delay in Installation 19 2.79

12 Inflated bill/Overcharging 18 2.65

13 Wrong Promises / Charges 17 2.50

14 Others 34 5.00

Total 680 100.00

quarterly report feb 2016 apr 2016 - 1800-11-4000 jago ...nationalconsumerhelpline.in/feb to...

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