The aim should be quick disposal of the cases. more  

@ CHAIRPERSON CONSUMER COMPLAINT CELL What has been written by you is not true .I would like to explain why! National Consumer Helpline, is now in its eleventh year of operations. NCH plays an active role in the area of consumer awareness and protection of consumer rights as well as in various spheres of consumers’ welfare. The Project recognizes the need of consumers for a Telephone Helpline to deal with a multitude of problems arising in their day-to-day dealings with business and service providers. NCH provides a National Toll Free No-1800-11-4000, a mobile number +918130009809 to send an SMS as well as a complaint handling module on the website – www.nationalconsumerhelpline.in to log in complaints. A consumer can call to seek information, advice or guidance for queries and complaints. National Consumer Helpline supports consumers in the following ways: • Alternate Dispute Redressal system (ADR): Guide consumers on ways to get their grievance redressed. Also forward complaints to 200+ convergence companies for resolution and redress, as per the policy of the individual company. Industry interactions are platforms for open communication with Companies in different sectors and NCH, • Information & Guidance: Provide information to consumers on Products, Services, Company addresses, Ombudsman, Regulators and Consumer Forums. Counselors provide information as per the stage of the complaint – Tier 1, 2 or 3. Information is also provided for allied services like Hallmark, ISI, RTI, PAN card, UIDAI, Financial Inclusion programs of the Government etc. • Empowering Consumers: There is a strong focus at NCH on building up awareness amongst consumers about their Rights and Responsibilities, as per the Consumer Protection Act of 1986 Alternate Dispute Redressal system (ADR): Convergence The complaints that are received at NCH are generally of an escalated nature, as most of the complainants have already gone through the first level – that of approaching the Company. It is only when their complaints are not handled up to the complainants satisfaction that the complaints are lodged with us. It is precisely for this reason that NCH partners with various companies whereby these complaints are brought to the notice of a senior official of the company for a relook and offer a resolution, so as to dissuade consumers from moving to a Consumer Forum and also reducing litigation. NCH has around 200 Companies as partners and this effort, under the header Convergence@NCH. This is essentially an alternate dispute resolution method and consumer disputes are resolved cordially and mutually. The benefits that an organization gets in partnering with NCH are as follows: 1. A proactive approach in resolving their customer grievances 2. Finding an amicable and expeditious resolution to the customers’ problem, leading to a win-win situation for both - Customers and organization, as there is a need for Consumer disputes to be redressed. 3. Gives an opportunity to the organization for an amicable settlement and retention of the customer, building customer loyalty 4. Ensures better corporate governance and social responsibility Hence, we are keen that organizations partner with the National Consumer Helpline under convergence. The terms and conditions are mentioned on the website www.nationalconsumerhelpline.in/Convergence_ViewBrand.aspx, On registration, NCH provides a user name & password to access and redress/resolve the complaint. We have requested the Public sector organizations under various ministries and the organizations in the Private sector, to participate in this effort, to resolve consumer grievances. Efforts are being made to enlist their participation through the four Industry Associations – CII, ASSOCHAM, FICCI and PHD Chamber of commerce. more  

Consumer guidance and awareness is being dessiminated by many NGOs including this Cell. What is expected of National Consumer Helpline or the DRPG, is something more result oriented.Presently the complaints are just disposed of like a POST office. Your complaint goes to the addressed Ministry who forwards it to the company against whom the complaint is made. If the service provider or seller is under the regulatary authority, it may give answer but any damn unrelated or irrelevant or a total fabricated reply. The DRPG will just convey that to the complainant and close the case. If the complaint is against a private entity not under the Ministry, then they will never reply .Then also the case will stand closed. So what in reality complainant gets is NO RESOLUTION. The Government body National Consumer Commission must have some teeth to take action and be a catalyst to getting resolution. Mr. V V Chadrashekhar can find answer now. more  

Period - April 2015- March 2016 National Consumer Helpline Complaints Sent to Companies - 53185 Response received from - 43623 Response % - 82% A response means either partial or full resolution more  

Good comment Mr Chandrashekar. I will post shortly the statistics more