A Public Service Project sponsored by Dept .of Consumer Affairs, Government of India Summary Report – July 2017 National Consumer Helpline Centre for Consumer Studies, Indian Institute of Public Administration, Indraprastha Estate, Ring Road, New Delhi-110002 Toll-free Number: 1800-11-4000 or Short code: 14404 Consumer App (download from Google play store) SMS: +918130009809 Website: www.consumerhelpline.gov.in You can also chat with us on our website
Transcript
A Public Service Project sponsored by Dept .of Consumer Affairs,
Government of India
Summary Report – July 2017
National Consumer Helpline
Centre for Consumer Studies, Indian Institute of Public Administration,
Indraprastha Estate, Ring Road, New Delhi-110002
Toll-free Number: 1800-11-4000 or Short code: 14404 Consumer App (download from Google play store)
SMS: +918130009809
Website: www.consumerhelpline.gov.in You can also chat with us on our website
In the month of July 2017, National Consumer helpline registered 44,801 dockets. Out of 44,801 dockets, 30,698 complaints were handled at Toll free number, 2392 complaints were made by outbound calls to SMS received, and 11,851 complaints were reported on Website and 289 complaints reported through “Consumer App”.
On the web chat from 1th July to 31th July 2017, 5451 users queries and complaints were handled. On an average, 210 users are contacting NCH per day on web chat.
The NCH Website www.nationalconsumerhelpline.in has registered a hit count of 1, 98,739 during the month.
Regionwise, the maximum numbers of complaints registered were from– Maharashtra 5,034 calls, forming 13.92% of total dockets made. Among the top five states are Uttar Pradesh, Delhi, West Bengal and Rajasthan registering between 13.40% to 6.15% of total dockets. Delhi is at the third position.
Sector wise, the ‘e-Commerce’ sector contributed the highest number of complaints– 15% of the total dockets made i.e. 6676. ‘Telecom’ Sector was at second position with 11% of the total dockets. The rest of the top five sectors are ‘Consumer Electronic’, ‘Govt. Taxes’ and ‘Banking’ registering between 8% to 6% of total docket made.
In the ‘Continual Consumer Education’ series every morning, 26 sessions on various topics were held.
Convergence–16,469 complaints were registered against Convergence companies and 8,686 responses were received from them, the response is at 53%.
Responses from consumers (User Review): Complainants have posted 353 user remarks on the portal. In 294 cases, consumers have confirmed that their problem was resolved, accounting for 83% of total responses.
Public/Consumer Feedback: There were 75 direct feedback on the website. 17 consumers were dissatisfied with company response, delay in response received were 13, satisfied with company response/advice were 5, Enquires were 13, Suggestions were 14 and Complaints were 13.These complaints cannot be handled as no contact details are available as they are not required to be mentioned in public feedback.
Email and Letters: 433 emails were received from Department of Consumer Affairs, out of which 180 complaints were registered on INGRAM. 40 letters were received by post including one pending of previous month of which have been replied and 12 letters remains pending during the month.
RTI’s responded to during the month were 3 and 16 Parliament questions were also responded too.
14/7/2017 GST CBEC Web site and recent changes in GST
15/7/2017 Auditing and Call Handling Systematic Call Operations
17/7/2017 Smart Consumer App Project Study
18/7/2017 All sector Time frame Authorities and companies replying time frame
19/7/2017 Monthly Report NCH Monthly Report
20/7/2017 Allied Services Non CPA allied services issues
21/7/2017 Legal Metrology Legal Metrology FAQ's
22/7/2017 Real Estate Complaint Handling and RERA
24/7/2017 Shares and D-MAT AC Process in detail
25/7/2017 RTI RTI on NCH and Reply
26/7/2017 Food Sector Complaint Handling and Process
27/7/2017 Call Error Call Error , Wrong FAQ's
28/7/2017 Mobile Insurance Role of TPA Complaint Handling Process
29/7/2017 Society Welfare Association Role, Working and Complaint Handling
31/7/2017 Food Sector Complaint Handling and Process
Continual Consumer Education
National Consumer Helpline – July 2017
Page 6
*12 dockets were in process
.
Month
SMS Letters
Total SMS Received
Total Unique SMS Received
Dockets made in INGRAM (excludes
repeat Double dockets and Already spoken)
Total Complaints Received/C
F of previous Month
Disposed
July 2017 3770 2,392(63%) 1,389(58%) 40 28*
Convergence Companies Non Convergence Companies
Month Total
Complaints Received
Responses received
Total Complaints Received
Disposed / Action taken(email sent)
July 2017 16, 469 8686 (53%)* 16,237 16,237
*Response% is with respect to the number of complaints registered and responded to in the same month .It does not include the response received on the dockets registered in the previous month.
No of actual Complaints received on
twitter handle
Repeat Complaints
No of Dockets from tweets registered in
INGRAM-Unique
Complaints moved to
nodal officers of
Govt.
Complaints resolved By Company/Govt.
Complaints
in proce
ss
Disposed –Non
CPA/Repeat/ Not
resolved
27 5 22 2
Convergence
Non-Converge
nce
Govt. Dept. 6 4
10 0 0
INGRAM GRIEVANCE REDRESSAL@ NCH
COMPLAINTS RECEIVED FROM SMS & LETTERS
STATUS OF COMPLAINTS RECEIVED ON
TWITTER
National Consumer Helpline – July 2017
Page 7
Complaints are forwarded to NCH through PG Portal www.pgportal.gov.in . The status of complaints
