PERFORMANCE REPORT

March 2012

Performance Report
for
March 2012

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

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: Info@nationalconsumerhelpline.in, Website: www.nationalconsumerhelpline.in

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 PERFORMANCE REPORT
March 2012

Contents
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

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 PERFORMANCE REPORT
March 2012

S U M M A R Y

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.

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 PERFORMANCE REPORT
March 2012

GEOGRAPHICAL DISTRIBUTION
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: -

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 PERFORMANCE REPORT
March 2012

* Geographical Distribution of Calls for

MARCH,2012
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 **

* 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.

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 PERFORMANCE REPORT
March 2012

COMPARATIVE STUDY
Comparison of calls received from Top Ten States in March 2012
(as compared to March 2011)
March 2011 March 2012
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

* Maharashtra, Haryana, Gujarat, Madhya Pradesh and West Bengal, have shown an increased
share of calls in March 2012.
Comparison of calls received from States from which least number of calls are received
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

- 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

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 PERFORMANCE REPORT
March 2012

SECTORAL BREAK-UP OF CALLS

Top Ten Sectors for the month of March, 2012 Other Sectors
S.No. Sectors Calls %Age
S.No. Sectors Calls %Age 1 RTI 263 2.44
1 Telecom 1509 13.98 2 Fraudulent Complaints 287 2.66
3 General Inquiry 1274 11.81
2 Products 1400 12.97 4 Electricity 238 2.21
3 LPG 784 7.27 5 Weights & Measures 191 1.77
6 others-Service 180 1.67
4 Banking 721 6.68
7 NBFC`s 173 1.60
5 Education 604 5.60 8 Queries related to UIDAI 113 1.05
9 Postal 101 0.94
6 Insurance 513 4.75
10 Public Distribution System 97 0.90
7 Legal 458 4.24 11 Broadcaster 97 0.90
8 E-Commerce 421 3.90 12 Medical Negligence 80 0.74
13 Employees Provident Fund 71 0.66
9 Automobiles 313 2.90 14 Travel & Tours 53 0.49
10 Real Estate 274 2.54 15 VAT 47 0.44
16 Railways 46 0.43
11 Other Sectors 3794 35.16
17 Courier /Cargo 44 0.41
Total 10791 100.00 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
Sectoral Distribution of Calls for March 2012 25 Kisan Call Centre 19 0.18
26 Publication 19 0.18
Telecom E-Commerce Automobiles
3.90%
27 Food Safety 18 0.17
Products 2.90%
Legal Real Estate 28 Airlines 14 0.13
LPG 2.54%
4.24%
Banking 29 Misleading Ads 12 0.11
RTI
Insurance
Education
4.75%
2.44% 30 Packers & Movers 10 0.09
Insurance Electricity 31 Drugs & Cosmetics 9 0.08
Education 2.21%
Legal
5.60% 32 National Commission 9 0.08
E-Commerce Weights &
Measures 33 PAN Cards 9 0.08
Automobiles Banking
6.68% 1.77%
34 BIS 9 0.08
Real Estate
NBFC`s
RTI LPG 35 Public Health Labs. 8 0.07
1.60%
7.27%
Electricity 36 Petroleum 8 0.07
Products Other sectors
Weights & Measures 27.14%
37 Public Transport 8 0.07
12.97%
NBFC`s Telecom 38 Mutual Funds 6 0.06
Other sectors 13.98%
39 Hallmark 6 0.06
Total Calls=10791
40 Ministry of Consumer Affairs 5 0.05
(Facilitation Counter)
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 & 1 0.01
Research Centre
51 Pollution Control 1 0.01
52 Pharmacy Council of India 1 0.01

** The report on sectoral distribution of calls is based on the total number of dockets made from calls handled
i.e 10791

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 PERFORMANCE REPORT
March 2012

GENDER WISE DISTRIBUTION

Males dominate Complaint Making- Women in Background
(April 2011 - March 2012)

Male Female
14000

1072

821
1014
918

714
12000

1108
917
768

734

803

827
10000
Numbers

8000

565

10083

12474
6000 11879
9402

10193
11816
10722

9964
9843

4000

9700

9781
2000
6728
0
April 2011

July 2011

Aug 2011
May 2011

June 2011

Sept 2011

Oct 2011

Nov 2011

Dec 2011

Jan 2012

Feb 2012

Mar 2012
Months
Genderwise Distribution of Calls
Male Female Total
122585 10261 132846

Genderwise Distribution of Calls

(April 2011 - March 2012)

MALE FEMALE

MALE
92.28%

FEMALE
7.72%

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 Focus on Complaints relating to Banking Industry
* NCH received 386 complaints related to 39 banks in March 2012. The following table shows banks with highest number of complaints
received at NCH.

Postion in Postion in Company Complaints received %Age of Complaints received %Age of Deficiency in ATM CREDIT LOANS TOTAL
February 2012 March 2012 at NCH in March complaints for at NCH in February complaints for Banking CARDS
2012 March 2012 2012 February 2012 Services
1 1 State Bank of India 112 29.02 95 26.91 50 45 6 11 112
3 2 Punjab National Bank 46 11.92 32 9.07 23 19 0 4 46
2 3 HDFC Bank Ltd. 30 7.77 39 11.05 13 3 8 6 30
4 4 ICICI Bank Ltd. 25 6.48 28 7.93 12 7 2 4 25
Not in top ten 5 Indusind Bank 12 3.11 4 1.13 4 1 1 6 12
5 6 Central Bank of India 11 2.85 16 4.53 9 1 0 1 11
8 7 Bank of India 10 2.59 10 2.83 7 2 0 1 10
Not in top ten 8 Canara Bank 9 2.33 6 1.70 6 2 0 1 9
6 9 AXIS Bank 8 2.07 11 3.12 6 2 0 0 8
7 10 Bank of Baroda 8 2.07 11 3.12 3 4 0 1 8
11 11 Other Banks 115 29.79 101 28.61 55 26 4 30 115
386 100.00 353 100.00 188 112 21 65 386

** 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.

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

Total No. of complaints in the Banking sector received in February 2012 were 353 which increased to 386 in March 2012.

Highest number of complaints during the month was against State Bank of India. SBI topped the chart in terms of both, absolute number as well as percentage of
complaints received. The absolute number of complaints against SBI has registered an increase from 95 to 112. Also, the percentage of complaints against SBI over
the total complaints increased from 26.91% to 29.02%.

The top 5 banks, in terms of complaints received at NCH, are State Bank of India, Punjab National Bank, HDFC Bank Ltd., ICICI Bank Ltd. and Indusind Bank. The
percentage share of complaints of State Bank of India, Punjab National Bank, and Indusind Bank has increased whereas the percentage share of complaints of HDFC
Bank Ltd. and ICICI Bank Ltd. has decreased.

A striking difference is at No.5 and 8 positions as shown in the Table. 5th and 8th highest numbers of complaints in March were against Indusind Bank and Canara Bank.
The banks did not feature in the top 10 companies against which complaints were received at NCH in February 2012. This surely requires some attention by the banks.

Frequently Occurring Problems (FOPs) from the banking sector mainly comprise of Deficiency in Banking Services, ATM related problems, Credit Cards and Loans. The
no. of Complaints under each head has been specified in the Table.
PERFORMANCE REPORT
March 2012
 Focus on Complaints relating to Telecom Industry
* 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.

Position in Position in Company Complaints received %Age of Complaints received %Age of Activation of Unfair Wrong Inflated Bills / Disconnection Other
February 2012 March 2012 at NCH in March complaints for at NCH in February complaints for Unsubscribed Deductions Promises Overcharging Without complaints
2012 March 2012 2012 February 2012 Services Intimation
1 1 Bharti Airtel Ltd. 151 16.76 174 18.22 24 10 11 13 4 89
2 2 BSNL 149 16.54 144 15.08 39 10 2 9 5 84
3 3 Reliance Communications Ltd. 121 13.43 144 15.08 13 5 15 8 9 71
4 4 Vodafone Essar Ltd. 115 12.76 124 12.98 12 9 10 10 8 66
6 5 IDEA Cellular Ltd. 112 12.43 84 8.80 21 15 10 14 5 47
5 6 Tata Docomo 88 9.77 87 9.11 25 11 9 2 2 39
7 7 Tata Tele services Ltd. 47 5.22 51 5.34 2 2 6 4 2 31
9 8 MTS India 34 3.77 33 3.46 8 3 3 0 3 17
8 9 Aircel Ltd. 23 2.55 34 3.56 7 4 0 1 0 11
Not in Top Ten 10 Mahanagar Telephone Nigam Ltd.( MTNL, Delhi) 21 2.33 20 2.09 2 0 0 4 0 15
11 11 Other telecom complaints 40 4.44 60 6.28 5 1 2 0 7 25
Total 901 100.00 955 100.00 158 70 68 65 45 495

** - 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.

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

Total number of complaints received in February 2012 was 955, which has decreased to 901 in March 2012.
In March 2012 Bharti Airtel Ltd. is on top of the chart with 151 complaints which constitute 16.76% of the total percentage of complaints received. The absolute number
of complaints against Bharti Airtel Ltd. has registered a fall from 174 to 151. Also, the percentage of complaints over the total complaints, decreased from 18.22% to
16.76%.

The top four telecom companies, in terms of complaints received at NCH, are Bharti Airtel Ltd., BSNL, Reliance Communications Ltd. and Vodafone.
This month has seen a major reshuffle in the positions of the top 10 companies pertaining to this sector. Though all the companies did feature among the top 10 in
February 2012 except for MTNL, Delhi, their positions changed as can be seen in the table. Five telecom companies- Bharti Airtel Ltd., BSNL, Reliance Communications
Ltd., Vodafone and Tata Tele services Ltd. have retained their last months positions.

Frequently Occurring Problems (FOPs) from the Telecom sector mainly comprise of Activation of Unsubscribed Services, Unfair Deductions, Wrong Promises, Inflated Bills
/ Overcharging and Disconnection without Intimation. The no. of complaints under each head has been specified in the Table.
PERFORMANCE REPORT
March 2012
 Focus on Complaints relating to Insurance Industry
** 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.

S.No Postion in Postion in Company Complaints %Age of Complaints %Age of Non receipt / Deficiency in Wrong Rejection of Unsatisfactory Other Insurance
February 2012 March 2012 received at NCH in complaints for received at NCH in complaints for partial receipt of Service Promises by Claim Redressal Complaints
March 2012 March 2012 February 2012 February 2012 the claim Agent / DSA
1 1 1 Life Insurance Corporation of india 51 18.61 27 12.50 9 14 8 4 8 8
2 3 2 United India Insurance 17 6.20 14 6.48 5 4 0 4 1 3
3 2 3 National Insurance 16 5.84 18 8.33 7 2 0 6 0 1
4 6 4 ICICI Lombard General Insurance 15 5.47 10 4.63 6 2 0 3 2 2
5 Not in top ten 5 Reliance Life Insurance 15 5.47 5 2.31 0 1 12 0 2 0
6 4 6 Oriental Insurance 14 5.11 12 5.56 8 2 0 3 1 0
7 Not in top ten 7 Aviva Life Insurance Company 12 4.38 7 3.24 0 2 7 1 1 1
8 10 8 Bajaj Allianz Life Insurance 12 4.38 8 3.70 0 4 4 0 1 3
9 9 9 Max New York Life Insurance 12 4.38 9 4.17 1 3 6 1 1 0
10 8 10 The New India Assurance 12 4.38 10 4.63 5 1 0 4 1 1
11 11 11 Other Insurance companies 98 35.77 96 44.44 20 24 17 21 5 11
274 100.00 216 100.00 61 59 54 47 23 30

** 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.

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

Total number of complaints received in February 2012 was 216 which increased to 274 in March 2012.

Life Insurance Corporation of India has been on top of the chart in terms of both, absolute number as well as percentage of complaints received, for both the months.
The absolute number of complaints against LIC has increased to 51 from 27. Also, the percentage of complaints against LIC over the total complaints has increased
from 12.50% to 18.61%.

A striking difference can be noticed at No. 5 and 7 positions as shown by the Table. The 5th and 7th positions for the month of March 2012 are held by Reliance Life
Insurance and Aviva Life Insurance Company respectively. The two companies did not feature among the top ten companies at NCH in February 2012. This requires
some attention by these insurance companies.

Frequently Occurring Problems (FOPs) from the insurance sector mainly comprise of Non receipt / partial receipt of the claim, Deficiency in Service, Wrong Promises
by Agent / DSA, Rejection of Claim, and Unsatisfactory Redressal. The no. of Complaints under each head has been specified in the Table.
PERFORMANCE REPORT
March 2012
 PERFORMANCE REPORT
March 2012

CONVERGENCE
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
Convergence
Convergence @
@ NCH
NCH 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
NCH receives a large number of complaints over with the company/organization at nodal officer
its widely advertised and publicized Toll Free No Level.
1800 11 4000, under the popular Jago Grahak The following table shows the progress of
Jago campaign of the Ministry. complaints under the Convergence System.
Under the normal course we advise these
S.No Month Complaints
customers to approach Corporate/ Customer care/
Supportive team and other lower tier officials and 1 April,2011 1292
in the event of their remaining unsatisfied, 2 May,2011 1113
approach the higher tiers. Resorting to legal
3 June,2011 1416
remedies however is suggested as a last resort
only. 4 July 2011 856

As a part of our Convergence initiative, for 5 Aug 2011 615

selected organizations that show their willingness 6 Sept 2011 1006
to join this initiative, we adopt the system of
7 Oct 2011 1141
consolidating the complaints received at NCH,
which are systematically compiled and forwarded 8 Nov 2011 967
electronically in MS Excel format to their 9 Dec 2011 1631
nominated /designated official with full consumer
particulars captured at our end. These complaints 10 Jan 2012 1008
are attended to by these organizations as per 11 Feb 2012 781
their own redressal systems and a feedback is
12 Mar 2012 1001
sent to the customer as well as to NCH. NCH also
obtains feedback from the customers, which is
shared with the organizations. Online Complaint System at NCH Website

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.
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.

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 PERFORMANCE REPORT
March 2012

Complaints Registered Online - March 2012

Company No of complaints Closed Company No of complaints Closed
logged logged
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

* 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.

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 PERFORMANCE REPORT
March 2012

List of companies enrolled under Convergence -

Convergence @ NCH
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 93 Sony Ericsson Mobile Communications India PVT. Ltd. 149 Max New York Life insurance Co. Ltd.
Consumer
Courier Education) 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, 159 Birla Sun Life Asset Management Company Ltd.
Sansui, Kenstar & Hyundai)
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

14
 PERFORMANCE REPORT
March 2012

CONSUMER RESPONSE
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.

Feedback for the period March 2011 to March 2012

*
Company Written Online Resolutions

Mar 2012 701 122 270

Feb 2012 603 147
Jan 2012 756 66
Dec. 2011 1064 45
Nov. 2011 670 84
Oct. 2011 765 65
Months

Sept. 2011 352 46

Aug 2011 606 59
July 2011 640 63
June 2011 192 95
May 2011 323 105
Apr 2011 263 90

0 200 400 600 800 1000 1200

Feedback

* 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.

15
 PERFORMANCE REPORT
March 2012

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

Resolutions under Convergence Feedback received through Tel./Fax/ Email/
S.No. Name of the Company Responses Post
S.No. Name of the Company No. of Resolutions
1 Bharti Airtel Ltd. 188
1 AXIS Bank 2
2 Reliance Communications Ltd. 154
2 Bank of India 3
3 Vodafone Essar Ltd. 79
4 Nokia India Pvt. Ltd.. 62 3 BPCL 3

5 Tata Tele services Ltd. 41 4 BPL Loop Mobile 1

6 Aircel Ltd. 29 5 BSNL 13
7 Samsung India Electronics Ltd. 24 6 Central Bank of India 1
8 ICICI Bank Ltd. 23 7 HPCL 8
9 HDFC Bank Ltd. 19 8 IOCL 17
10 Airtel Digital TV 14 9 Life Insurance Corporation of India 3
11 Hindustan Unilever Ltd. 9 10 Oriental Bank of Commerce & Global Trust Bank 2
12 North Delhi Power Ltd. (NDPL) 8
11 State Bank of Bikaner & Jaipur 3
13 Punjab National Bank 6
12 State Bank of India 7
14 Sansui 6
13 State Bank of Saurashtra 1
15 Tata Motors 6
14 Vijaya Bank 1
16 Electrolux 5
Other responses received, relate to:-
17 Kelvinator 5
18 Videocon Induries Ltd. 5 15 Automobiles 1
19 Dell India Pvt. Ltd. 4 16 Controller of Legal Metrology (Weights & Measures) 1
20 Bajaj Electricals Ltd. 3 17 Ecommerce 5
21 Videocon D2H 3 18 Education 9
22 BSES - Yamuna Power Ltd.. 2 19 Electricity 1
23 Dell Mobile 2 20 Employees Provident Fund 1
24 HDFC ERGO General Insurance Company Ltd. 1 21 Indian Railways Catering & Tourism Corp. Ltd. 1
25 Kenstar 1
22 Medical Negligence 1
26 SONY India Pvt. Ltd. 1
23 NBFC 1
27 Videocon Moblie Handset 1
24 Passport 1
Total 701
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

The responses are those received from the companies under convergence.
The resolutions through telephone are those received over NCHs Helpline. The rest are received through
Fax/Email or by Post from consumers. The above does not include online complaints resolved by Convergence
Companies

16
 PERFORMANCE REPORT
March 2012

INTERACTIVE SESSIONS/ MEETINGS

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.

Date Media Topic

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

2. OTHER MEETINGS & EVENTS

Date Organisation Details

2/03/2012 Confederation of Real Estate Members of NCH met officials of Confederation of

Developer's Association's of India
(CREDAI)
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 Senior members of NCH met senior officials of
Private Ltd. 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 National Consumer Helpline organized a consumer

jAGRITI- Consumer Awareness awareness program at EMPI Business School, CSKM
Program at Entrepreneurial and Educational Complex, Satbari, Chattarpur, New
Management Processes Delhi-110074 on Saturday, 17th of March 2012 for
International (EMPI) spreading the message of consumer protection.

24/3/2012 National Seminar on "Consumer Members of NCH participated in National Seminar

Mediation" - A Better Option on Consumer Mediation - A Better Option. The
seminar was conducted by Consumer Coordination
council (CCC).
26 to Visit to Kerala State Consumer Members of NCH visited Kerala State Consumer
30/3/ 2012 Helpline Helpline to conduct training program for the
helpline.

28/3/2012 National Consumer Helpline organized a consumer

jAGRITI- Consumer Awareness awareness program at EMPI Business School, CSKM
Program at Jagannath Institute of Educational Complex, Satbari, Chattarpur, New
Management Studies Delhi-110074 on Wednesday the 28th of March 2012
for spreading the message of consumer protection.

17
 PERFORMANCE REPORT
March 2012

STAFF DETAILS
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.

Full Time Staff Part Time/Student Counselors/ Consultants

S.No. Staff In Numbers S.No. Staff In Numbers
1 Manager 1 1 Student Counselor 5

2 Senior Counselor 3 2 Part Time Sector Incharge 3

3 Jr. Counselor Supervisor 1 3 Part Time Expert/ Consultants 3

4 Web Administrator 1 4 Consulting Student Counselor 1

5 Accountant 1 Total 12

6 Junior C ounselor 10
7 Market Research Associate 1
8 Office Attendant 1
9 Gardener 1
10 Safai Karamchari 1
Total 21

18
 PERFORMANCE REPORT
March 2012

NCH Website
www.nationalconsumerhelpline.in Most visited Pages:
NCH website was basically designed to provide consumer 1 Complaint Log 12 Interesting cases
related information & guidance online, and also provide 2 Complaint Status 13 valued comments
complaint handling system for faster dissemination of 3 User Login 14 Consumer Awareness
consumer complaints directly by the service provider using
4 Home Page 15 Related Links
the effective tools of E-Communications such as Internet.
5 Consumer Tips 16 Sectors Covered
NCH website is now also accessible by the 6 Contact NCH 17 Success Story
url http://www.nationalconsumerhelpline.in. NCH website
7 Brand Login 18 Disclaimer
has zones that help visitors to learn more about NCH, its
related activities, functional areas, the vision, mission of 8 Consumer Articles 19 Jagriti
NCH, NCH channel partner details and their respective 9 User Profile 20 Consumer Responses
website links. 10 About NCH 21 Convegence connect with NCH
NCH website has dynamic section of photo gallery, event 11 Statistical Details
details that shows press conferences organized by NCH in Online Complaint Management System
the respective sectors such as BANKING, LPG, TELECOM,
LEGAL, BIS etc. with the motto of providing consumer NCH initiated the tasks of developing a common platform for
related information and guidance and reaching out to as online grievance submission by the consumer and providing
many consumers as possible. Besides this NCH website has the interface for service provider to retrieve the dockets
pages on Jagriti programme for imparting consumer reports and incorporate their comments / feedback to
awareness knowledge, Interesting Cases, Consumer redress the same online.
Awareness, Consumer Articles and Tips, Events, Guidance This facilitates the tasks of consumer grievance handling &
for smart consumers, Convergence Process, Consumer redressal services to register consumer Complaints /
Responses, Advocacy Reports, NCH Jago Grahak Channel on grievances and to check for action taken by the service
YouTube, NCH Annual Reports Careers, Feedback, Valued provider on their complaints reported to them online.
comments etc.
Analytical Statistics for Online Complaint Management
Total Hit Count Details of website for March 2012 System:
1 6
1) Total Page Hit Count 77144 Total Consumer Login: 1257
2 7
2) Unique User Hits 7190 Total Complaints Received: 885
Google Analytical Statistics for NCH Website:
Website Hits- March 2011 to March 2012
1) Total Page Hit Count 484191

77144
90000
2
2) Unique User Hit 8164 80000

58249
54163
51823
70000

47678

48530
Traffic Sources Overview on NCH Website
Website Hits

38753
60000
41522

29312

29341
50000
27447

3
Search Engines - 6,049 (74.09%) 40000
4
Direct Traffic - 1,633 (20.00%) 30000
9323

8671

20000
5
Referring Sites - 482 (5.90%) 10000
0
Mar,2011

April,2011

May,2011

June,2011

July,2011

Aug,2011

Sept.,2011

Nov 2011

Dec 2011

Jan 2012

Feb 2012

Mar 2012
Oct, 2011

Months

Important terms are explained-

1 Total Page Hit Count- Includes the number of times visitors visited NCHs 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 NCHs 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 NCHs 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 NCHs website during March 2012.
4 Direct Traffic- 1,633 visitors forming 20.00% of total visitors visiting NCHs website, already knew NCHs website address and directly typed its
website address in the web browser to visit the website.
5 Referring Sites- Refers to those visitors who came across NCHs website address in other websites visited by them. As a result they chose to be
directed to NCHs website.
6 Total Consumer Login- The total number of consumers who visited NCHs 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 NCHs website.

19

SMS & Outbound Calls
Outbound dialing is a process in which NCH call center
counsellors make outbound calls to consumer on behalf of
NCH and discuss about the consumers 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.
Outbound Calls Report
Particulars
No. of SMS Received
Unique Count of SMS as received
Abandoned Calls/Website Non convergance Complaint *
Lead Uploaded Next Day **
Contacted
Not Contacted
Dockets made
Lead Attempts(Atleast 2 times in a day)
* 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.
20
PERFORMANCE REPORT
March 2012
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 consumers 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 agents 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.
March 2012
1610
1355
570
1925
1142
901
1024
5490
 PERFORMANCE REPORT
March 2012

Connect @ NCH Training to State helpline

NCH Visit to Kerala State Consumer Helpline

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.

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

21
 PERFORMANCE REPORT
March 2012

jAGRITI - An NCH initiative towards making an informed consumer

Consumer Awareness Program at EMPI Business School, New Delhi

A consumer awareness program was organized at EMPI problems faced by the students/staffs and questions on how
Business School, CSKM Education Complex, Satbari redresses could be obtained on specific grievances.
Chattarpur, New Delhi on Wednesday, 17th of March 2012
for spreading the message of consumer protection. EMPI-
Major sectors covered in the session were: -
CSKM academic community a mini-town, with 3000 plus
habitants (students, faculty and staff) - are connected by a 1. Telecom (Complaints related to DND, Customer Care,
pucca 20 feet arterial road branching off from the main Network issue & retail policy when connection doesnt work)
Chattarpur Bhati-mines Road. EMPI-CSKM Campus is part
2. Banking (complaints related to Savings Account, Loan
of fast growing suburb housing beautiful Farm Houses of
Account, Debit & Credit Cards)
South Delhi which prides itself of pollution free ambience.
3. Insurance (complaints related to Delay in Policy,
A presentation was given on consumer awareness that was Delay/Refusal of claim, How to access the grievance
attended by around seventy students and Faculty/Staff redressal mechanism of IRDA).
members including Mr. Glrish Kathurla Professor cum
4. Food and Weights & Measures (Complaints related to
Associate Director and Ms Anjana Mahapatra, Sr. Program
Charging more then MRP, How to check the purity of packed
Manager, EMPI Business School. NCH team had brief
food.
discussion about NCH and its functions. They were
impressed with the noble task done by NCH in the field of 5. Products (Complaints related to Defective product,
consumer education. Difference between Guarantee & warranty, when consumer
can demand for the replacement/refund of defective
Topics Covered in the Program product).
The topics covered included a brief Introduction about
Mr. Glrish Kathurla Professor cum Associate Director
National Consumer Helpline- Its d Functions and the Three
exhorted the students/faculties to build upon this
Tier Approach. The focus was to make them aware of
introductory knowledge prompted by the presentation and
consumer rights and responsibilities and Consumer
imbibe and spread the consumer welfare message all around
Protection Act as they are the ones who will have to meet
and make consumers aware of their rights and
the demands of the corporate sector, government agencies
responsibilities. To conclude the session, Mr. Glrish Kathurla
and consumer associations.
Professor cum Associate Director thanked NCH for their
effort in propagating consumer welfare movement and also
Response
made some suggestions on how their students could be
The students and faculty members showed a lot of interest
encouraged to imbibe these values for the benefit of the
and involvement and there was active participation and
society.
interaction at the session. The discussions included specific

Mr. Glrish Kathurla Professor cum Associate Director Students and faculty member listen to the
and EMPI Program Coordinators with NCH team program with keen interest.
members

22

Consumer Awareness Program at Jagannath Institute of Management Studies, New Delhi
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
The NCH team addresses the students andfFaculty
members of JIMS
23
PERFORMANCE REPORT
March 2012
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
Students and faculty members interact with NCH
team on various consumer issues.
 PERFORMANCE REPORT
March 2012

Socio-Economic Profile of Callers

Study at NCH

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 parametersEducational
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 groupsA1, 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 citiesDelhi, 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.

SEC Classification of Indian Consumers

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

24
 PERFORMANCE REPORT
March 2012

SEC Classification at NCH A summary report on the initial sample is as

follows:-
National Consumer Helpline employed the SEC
Classification to classify the callers into different Analysis: -
strata. The classification gives an insight on the
The SEC classification was done for 1916 callers in the
profile of the people calling at NCH to redress their
month of March 2012. As can be seen from the chart
grievances. In order to classify the callers,
below, most of the callers fell in the upper strata of
information was obtained during the calls received. A
the classification. The callers belonging to the top 5
short questionnaire (the same used by MRSI and
strata, i.e., A1, A2, A3, B1 and B2 comprise of almost
MRUC) was asked and the details of callers, who gave
73% of all 1916 callers. Rest of the callers (27%)
their details voluntarily, were recorded. The details
belongs to the economic sections with Average
were used to obtain the SEC class to which each caller
Monthly Household Incomes equal or lower than
belonged.
Rs.3986. This indicates that the people approaching
SEC No of Callers Average Monthly NCH are mostly from the well-off sections of the
Classification Household Income society. NCH publicity needs better penetration
(in Rs.) * across all strata of the socio-economic fabric of the
A1 276 16849 country and especially, the reach needs to be
improved in the rural areas. Though tele-density in
A2 408 9122
the country is as high as 80%, still people across all
A3 325 6663 sections are not calling us at NCH. Hence, awareness
B1 211 5747 needs to be improved about the toll-free number.
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

* Based on income levels in 2008.

* Source: MRSI

SEC CLassification of Callers for March 2012

450
400
350
No. of Callers

300
250
200
150
100
50
0
A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3

Socio Economic CLassification

* Sample size 1916 respondents.

25

CONSUMER DETRIMENT- A Pilot Study
(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 regulationthis 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.
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PERFORMANCE REPORT
March 2012
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.
 PERFORMANCE REPORT
March 2012

Consumer Detriment at National Consumer Consumer Detriment Value March 2012

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.
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/Category No. of Dockets Total Detriment Value Average Detriment Value
(Rs.) (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
*RoundedTotal
off to the nearest non-decimal value.
632 18704540

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 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.
After the second opinion from a doctor having expertise in the same field, .If the opinion
Medical indicates a case of negligence, then expenditure on previous treatment can be called direct
6
Negligence loss to the consumer

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 PERFORMANCE REPORT
March 2012

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
For Sale of packed food products after expiry date / use by date, 100% cash memo / bill value
8 Food is taken as detriment
9 Drugs For Sale of expired drugs, 100% cash memo / bill value is considered as detriment.
For Sale of cosmetics after use before date, 100% cash memo / bill value is taken as
10 Cosmetics 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
12 Postal as consumer detriment
Tampering or pilferage of parcels. If insured parcel, value of the insured amount can be
considered.
In case of MIS scheme, if interest is not credited, the amount of interest as confirmed by
consumer can be treated as consumer detriment.
In case of parcels not reached or reached with pilferage, the value of damaged is taken as
13 Railways consumer detriment
Tour & Tour Package cancelled by the operator /traveler but amount not refunded. The amount paid
14 is considered as consumer detriment
Travels
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
15 Telecom 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

For prepaid connection getting disconnected, if the balance available lapses owing to
disconnection, the lapsed balance amount is considered as consumer detriment
If consumer opts to surrender the policy within free look period but does not get his money
16 Insurance 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

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 PERFORMANCE REPORT
March 2012

Interesting Stories @ NCH

Case 1
Sector: Electricity
Complaint no: 363578
Consumers 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 consumers
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 consumers 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

Consumers 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 stars phone number.
Instead of the stars 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.

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 PERFORMANCE REPORT
March 2012

INFOSOURCE REPORT
Infosource Report for the Month of March 2012
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
** The Infosource Report is based on the total number of dockets made from calls handled i.e.
* 10,791

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 PERFORMANCE REPORT
March 2012

Top 5 Infosource of the NCH Toll Free Number

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

* 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.

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

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

- 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.

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 PERFORMANCE REPORT32
March 2012

Infosource Report for the Month of March, 2012

Electronic Media Magazine

Outdoor 0.57%
New spaper 1.33%
NGO Partners
Audio Media 0.15%
Word of Mouth
1.76%
Internet
Events
Internet 0.06%
Audio Media 13.97%
Outdoor Others
Word of Mouth 10.66%
Magazine 18.29%

NGO Partners Electronic

Newspaper Media
Events 11.05% 42.17%

Others

Geographical Distribution of Complaints with Doordarshan as Infosource for March 2012

Karnataka Jharkhand
Uttar Pradesh Uttarakhand 1.54% 1.43%
Delhi 1.84% Himachal Pradesh
Maharashtra 1.33%
Odisha
Rajasthan 2.36%
Jammu & Kashmir
Haryana 1.33%
Gujarat Punjab
3.07% C hhattisgarh
West Bengal
1.02%
Bihar
Madhya Pradesh Madhya Pradesh Kerala
4.20% 1.02%
Punjab
Odisha Bihar Other states
Uttarakhand 4.82% 1.54%
Karnataka Uttar Pradesh
West Bengal
Jharkhand 4.92% 16.91%
Himachal Pradesh
Jammu & Kashmir Gujarat Delhi
5.64% 14.86%
C hhattisgarh
Kerala Haryana Maharashtra
Other states 9.02% 13.11%
Rajasthan
10.04%

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 PERFORMANCE REPORT33
March 2012

MINISTRYS FACILITATION DESK:

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. NGOs are showing
keen interest to advertise number of NCH and Core website
in their respective location.

We provide information to the NGOs and people on

Consumer Protection Unit and on other consumer related
queries. We also provide the Consumer Awareness
Literature to the NGOs 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.

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 PERFORMANCE REPORT34
March 2012

CLASSIFICATION OF VISITORS
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%

*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 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%

*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 NGOS

State No of People Visited In Percentage

West Bengal 1 33%
Odisha 1 33%
Tamilnadu 1 33%
Total 3 100%

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 PERFORMANCE REPORT35
March 2012

CLASSIFICATION OF CONSUMER GRIEVANCE (SECTOR WISE)

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%
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

State No. of People Visited Percentage

Delhi 9 100%
Total 9 100%

NAME OF NGOs WHICH VISITED THE COUNTER

Bhabishyat
Aridown
Soc Sead

35