CONSUMER VELOCITY @ NCH
You are reading the sixteenth issue of the year.
(कृपयाहिंदी संस्करण के लिये नीचे जाए।)
NCH Advises on Consumer Detriment valued at Rs. 19.72 crore in the month of June 2013.
In the month of June 2013, 3654 dockets were considered for computing the consumer detriment value. The consumer detriment totaled to Rs. 19, 72, 03,658. The sectors covered are: Real Estate, Products, e- Commerce, Automobiles, Insurance - Life, General and Health, Travel & Tours, Legal, Education, Banking, Postal, Medical Negligence, Electricity, Telecom, LPG/PNG, Cargo/Courier, Legal metrology, Railways, Food and Drugs& Cosmetics. Only fresh dockets generated during the period were considered.
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| SNAPSHOT | |
- In June 2013, NCH handled 12018 calls. These include1326 complaints handled via outbound calls, which are made in response to the SMSs and complaints received on NCH website of companies who have not yet partnered with us on Convergence@NCH.
- The NCH Website www.nationalconsumerhelpline.in has registered a total page hit count of 1, 35,139 in June 2013. There were 16,282 'unique' visitors to the website. In addition to complaints handled over telephone, 1863 complaints have been received online on NCH website. Complaints received on the website are responded through the NCH online complaint handling module in the website.
- Socio Economic Classification (SEC): The analysis for the month of June 2013 shows that 80% callers belong to the top five stratas–2357 caller details during the month were analyzed.
- Consumer Detriment: Top five sector wise analysis of consumer detriment.
- Convergence: Online& Offline Complaint Handling Management System–Total 204 companies are in the programme. Responses were received of 1709 complaints by Convergence companies in June 2013. Interesting complaints @ NCH: Airlines sector related complaint. (see details inside)
- NCH YouTube videos:NCH Video and for more videos to watch http://www.youtube.com/user/NCHJagoGrahak (Preview)
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Geographical Distribution:
The number of calls received from states in descending order, are Delhi, Uttar Pradesh, Maharashtra, Haryana and Rajasthan.
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Major Sectors:
The top five sectors for which calls were received are –Product, Telecom, Banking, E-Commerce, and Education. Education sector have come in the top five consecutively third time in row.
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| Consumer Detriment: |
| The top five sectors for which highest amount of consumer detriment has been estimated were –Life Insurance, Real Estate, Automobiles, Products and Postal. |
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1. Extrapolated total detriment value is derived by multiplying average detriment value with no. of complaints received in respective sectors.
2 Only fresh dockets for the month has been considered for calculating consumer detriment
3 Enquiries and disconnected calls are excluded from the total number of complaints received
* One case included in Life insurance has a detrimental value of 1 Crore |
Socio-Economic Classification(SEC):
- Classification of callers according to educational qualification& assets owned was done for 2357 callers during the month (source of SEC classification - Market Research Society of India (MRSI).The top 5 strata i.e. A1, A2, A3, B1& B2 comprise almost 80% of all 2357 callers, remaining 20% belong to the rest of the strata i.e. C1, C2, D1, D2, E1, E2& E3.
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Convergence:
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Besides consumer awareness, NCH is also working towards 'making Corporates responsible" in resolving consumer grievances. NCH has created an alternate redressal mechanism for consumer complaints. Currently 204 companies are listed under the "convergence" programme
A wide spectrum of sectors ranging from consumer durables ( Air conditioner, Mobile Handset, Television, apparels, footwear manufacturers) to services like Banking, Insurance, electricity, telecom companies to diversified sectors such as Automobiles, Courier, Tours& holidays are all‘convergence’partners of NCH. Complaints received against a manufacturer or service provider is consolidated in a predefined frequency and sent to the Head of Service quality for effective resolutions. Responses received were of 1709 complaints. The response percentage works out to above 78%
Feedback on 206 complaints, not part of the convergence companies, was received directly from consumers.
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Interesting Complaint:
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Sector: Airlines
Complaint no: 466314
Complaint against: Delhi Airport Authority and Indigo Airlines
The passenger boarded on 29th May 2013 at New Delhi airport for journey to Bangkok on Indigo airlines. The passenger was detained at Bangkok airport for 4 hrs. for investigation and then released, The passport was not stamped. But when he reached the hotel, they asked him to show his passport and they have made a police complaint due to non-stamping of the passport. Police kept him in lockup for 2 days. One of his relatives had to go to Bangkok to help him, and spent Rs. 23000/- on up& down passenger fare.
This complaint is against the Immigration Authorities deployed at Delhi Airport on Security duty / or Indigo official on airport duty as due to their mistake Complainant faced a lot of problems.
Why it is an interesting complaint:-
It is an interesting case as due to serious mistake of Delhi Airport , passenger has suffered a lot The complainant faced a lot of harassment at the hands of Immigration officers at the Bangkok Airport due to negligence of Delhi airport officials or counter staff of Indigo Airlines who forgot to stamp his passport and Boarding pass he was carrying .
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Words of appreciation
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(reproduced as received)
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CONSUMER KALEIDOSCOPE
(Recent announcements in Consumer Interest)
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Sector : Legal
Revised refund rules on unused ticket w.e.f 1st July 2013.
Different Refund Rules are applicable for refund of unused tickets purchased through
(i) across the Booking Counter and
(ii) E tickets.
(i) Refund Rules for unused unreserved tickets:This type of tickets can be cancelled across the counter up to 3hrs after the scheduled departure of the train with administrative charges. No refund is admissible after this period. (The old system of refund rules of tickets up to 200km/ 500km/above 500km tickets corresponding time limits of 3hrs/6hrs/12hrs has been abolished. Submission of TDR beyond 12hrs and up to 30 days has also been abolished)
(ii) Refund Rules of unused confirmed ticket:(a) If Confirmed tickets can be placed for cancellation more than 48 hrs. before the scheduled departure of the train ( In place of existing 24hrs ) , a deduction at the rate of following rate will be applicable as cancellation charges . (i) AC Ist class- Rs. 120/- per passenger (ii) AC-II –Rs. 100/- (iii) AC III / Ord. 1st class / AC Chair Car- Rs. 90 /- (iv) Sleeper Class –Rs. 60/- (iv) IInd Class Rs. 30/- .
(a) If the confirmed tickets are placed for cancellation within a limit of less than 48 hrs and 6 hrs (before the preparation of Chart), a cancellation charge of 25% of ticket value is to be deducted.
(b) If the confirmed tickets are placed for cancellation less than 6 hrs. before the departure of train and up to 2hrs after the scheduled departure of train a cancellation charge of 50% of ticket value is to be deducted. No refund is admissible beyond that period. Filing of tdr for getting refund has been abolished.
(iii) Refund Rules for RAC and Waitlisted tickets:no refunds of such tickets are admissible if it is presented for cancellation after 3 hrs of scheduled departure of train. Refund is admissible after deducting administrative charges which is equal to Rs. 30/- per passenger.
(iv) In case, on a party ticket or a family ticket issued for travel of more than one person, some persons have confirmed reservation and others are on waiting list, full refund of fare, less clerkage, shall be admissible for confirmed/non confirmed passengers if the entire ticket is surrendered for cancellation within six hours instead of existing 4 hours before the scheduled departure of the train and upto two hours instead of existing 3 hours after actual departure of the train.
(v) In case no current counters are available at journey originating station for night trains leaving between 21.00 hours and 06.00 hours (actual departure) refund shall be admissible at the station within first two hours after the opening of reservation office in the morning.
II Refund Rules on E- Tickets:Refund on e-tickets are credited into the account of credit card holder
II. In case of a confirmed e-ticket, refund of fare shall be granted in accordance with rules for unused tickets on which reservation has been made explained above. In case of RAC and waitlisted e-ticket, refund of fare shall be granted in accordance with rule for unused waitlisted and RAC tickets explained in above cases.
III. In case of the waitlisted e-ticket on which status of all the passengers is on waiting list even after preparation of reservation charts, names of all such passengers booked on that Passenger Name Record (PNR) shall be dropped from the reservation chart and refund of fare shall be credited to the customer’s account after deducting the administrative charges.
IV. In case on a party e-ticket or a family e-ticket issued for travel of more than one person, some persons have confirmed reservation and others are on the list of RAC and waiting list, then in case of passengers on RAC or waitlisted not travelling, a certificate has to be obtained from the ticket checking staff to that effect and refund of fare shall be processed online through TDR, indicating the details of the certificate issued by ticket checking staff.
V. The online TDR shall be filed up to seventy two hours of actual arrival of the train at passenger’s destination and the original certificate issued by the ticket checking staff is to be sent through post to Indian Railway Catering and Tourism Corporation (IRCTC). The fare shall be refunded by Indian Railway Catering and Tourism Corporation (IRCTC) to the customer’s account after due verification.
VI. In case of e-tickets (confirmed or RAC), if the reservation charts have been prepared, online TDR is required to be filed for obtaining refund. No refund of fare shall be admissible on e- ticket having confirmed reservation in case the request for refund is filed online after two hours of the actual departure of the train.
VII. No refund of fare shall be admissible on RAC e-tickets in case the request for refund is filed online after three hours of the actual departure of the train.
The revised refund rules have drastically forced passengers to pay cancellation charges much more than the before. In the earlier rules passengers are allowed to take decision to abandon their journey only one day in advance before the schedule departure of the train but present rules widens the gap to 2 days. The passengers were also forced to surrender their ticket, if not desirous to travel, before 6 hrs of actual departure of the train which was 4 hrs earlier. If the passenger crosses even one minute of 6 hrs. Limit, he has to part with 50% of ticket value as cancellation charges. As such by squeezing the time limit Railways have optimized their earning more under the heads of cancellation charges and administrative charges. (Compiled by: Mr. T K Datta)
Sector: Food
The Maharashtra Food and Drug Administration (FDA) has filed First Information Reports (FIRs) against some of the prominent channels for airing misleading advertisements about treatment through drugs related to weight loss, joint pain, impotency and height enhancement. Under the Drugs and Magic Remedies (Objectionable Advertisement) Act, those who are airing such misleading advertisements are punishable.
According to Kamlesh Shende, joint commissioner, Maharashtra FDA, the government has filed FIRs against media channels like Zee Business, Zee Marathi, Sahara Samay Mumbai, Zee TV, Sahara One, What's on India, P7 News, B4U Music and Colors for exhibiting misleading advertisements about treatment through drugs related to weight loss, joint pain, impotency and height enhancement.
"Manufacturers, news channels exhibiting the advertisement and the artists performing in the advertisement also fall under the purview of the act and are therefore booked under respective sections," Shende said. (Compiled by: Ashok Kanchan)
Sector: Banking
• Social Banking- RBI asked bank to revise the common loan application form
The RBI circulated to all the Scheduled Commercial Banks in May 2013 the Recommendations made by the Indian Banks Association (IBA) Sub Committee on Micro Small& Medium Enterprises (MSME).
It contained the following:
1) Need for a comprehensive performance MIS
2) Credit Proposal Tracking System 3) Monitoring the Loan Applications Disposal process
4) Rehabilitation of Sick Units
5) Sensitising Branch level functionaries. The Sub Committee had also proposed a Revised Common Loan Application Form for all loans up o Rs.100 lacs (and use the existing Loan Application Form for upto Rs.25 lacs to be used for loans up to Rs.100 lacs) to MSMEs.
Accordingly, the RBI has asked the IBA to circulate the revised Loan Application Form for adoption & implementation by all member-Banks of the IBA. The Managing Committee of the IBA has approved the revised Loan Application Form for adoption by all the member-Banks, while accepting such application from the prospective borrowers who are eligible for MSMEs. (Compiled by: Mr. Gopal Ravi Kumar)Sector: Legal
• Without registration of sale deed, possession is incomplete says National CommissionNational Consumer Disputes Redressal Commission has decided the case between M/s Viveknand Construction Company Vs Suraj Ratan Mundra vide case No. FA-No.254 of 2013. NC directed that being a construction company, Opposite party should know that sale of a flat is complete only after registration of the sale deed and not with mere transfer of physical possession. Clearly, the cause of action, which began with delivery of physical possession, continues till the deed of conveyance is registered. Therefore, the question of limitation does not arise. Here in the notice to the common mass that SC says that in a case Lata Construction and others Vs. Dr. Rameshchandra Ramniklal Shah and another, (2000) 1 SCC 586, the question of‘continuing cause of action’arose directly for consideration . Means if there is delay in registration of the sale deed then effected consumer can file his case, in Forum /Commission as the case may be, limitation is not applicable. If registration of sale deed is late than consumer can demand mental harassment from the builder.
(Compiled by: Mr. T.K.Datta)
Sector: Telecom
• TRAI issues the Telecommunication Tariff (Fifty Fifth Amendment) Order, 2013 in respect of national roaming
Roaming tariffs are taken out of forbearance and upper limit for Roaming tariffs have been prescribed for both incoming and outgoing calls and SMS. This is a step towards roaming free regime which will benefit the consumers.
• TRAI holds Consumer Outreach Programme in Delhi on 24.05.2013.
After a lapse of almost a year TRAI has realized the importance of engaging with consumers and Consumer Actions Groups (CAGs). This is the most important forum for a dialogue with CAGs and judging their engagement with consumers as well. (Compiled by: Mr. Hemant Upadhyay)
Sector: Broadcasting& Cable
• TRAI releases draft amendments to the interconnection Regulations applicable for Digital Addressable cable Television Systems (DAS) and Tariff Order applicable for all addressable System
This will pave the way for easy availability of desired channels by consumers as“Must Provide”condition for broadcasters has been relaxed so that now agreements between MSOs and Broadcasters can be finalized which were not happening because of this issue resulting in MSOs not providing the desired channels to consumers.
• TRAI reiterates its notice to the Digital Cable TV subscribers to fill and submit the Consumer application form immediately to avoid disconnection of their cable TV services.
By 10th July all KYC forms for cable connection have to be filed with MSOs and confirmed to TRAI after which the defaulting consumers will be disconnected. There has been a laxity on the part of both LCOs and consumers in completing these formalities
• Digital Access System (DAS)
TRAI issues Tariff Orders prescribing Standard Tariff Packages for set top boxes for Digital Cable TV subscribers and DTH subscribers dated 24 May 2013. To mitigate the confusion / mis-selling on the part of MSOs/LCOs and to help consumers TRAI has prescribed tariffs for providing STBs to consumers of both cables as well DTH.
(Compiled by: Mr. Hemant Upadhyay)
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HINDI VERSION (हिंदी रूपांतर)
कन्जूमर वेलोसिटी@NCH |
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नेशनल कंजूमर हेल्पलाइन ने जून2013में उपभोक्ताओं को जो सलाह दी उसमें19.72करोड़ की उपभोक्ता क्षति अनुमानित हैं।
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| आशुचित्र | |
- जून2013में रियल एस्टेट,दोषपूर्ण उत्पाद,ई-कॉमर्स,ऑटोमोबाइल,जीवन बीमा,जनरल बीमा,स्वास्थ्य,यात्रा एवं पर्यटन,शिक्षा,बैंकिंग,डाक,चिकित्सीय लापरवाही,बिजली,दूरसंचार,एल.पी.जी./पी.एन.जी.,कार्गो,कूरियर,माप तोल विभाग,रेलवे,खाद,दवाईया एवं प्रसाधन सामग्री से सम्बधित3654शिकायतों का अवलोकन किया गया जिस के आधार पर उपभोक्ताओं को19,72,03,658रूपये की वित्तीय हानि का अनुमान लगाया गया हैं।
- जून2013मेंNCHमें12018शिकायतें सुनी गई इनमें1326शिकायतें आउटबाउंड कॉल द्वारा दर्ज की गई,यह आउटबाउंड कॉल उन उपभोक्ताओं को की जाती हैं जोNCHकोSMSद्वारा सम्पर्क करते हैं अथवाNCHवेबसाइट पर नॉन कन्वर्जेंस कम्पनी के विरूद्ध शिकायतें करते हैं फिरNCHसलाहकार उन्हें आउटबाउंड कॉल करते हैं।
- जून2013मे1,35,139लोगों ने हमारी वेबसाइट पर विजिट किया जिन में16282लोग यूनिक विजिटर थें। हमें1863ऑनलाइन शिकायतें प्राप्त हुई,जो शिकायतें हमें ऑनलाइन प्राप्त हुई उनके निपटारे हेतु एवंNCHने ऑनलाइन कम्पलेंट माडूयल का प्रयोग किया गया जिसके द्वारा कम्पनिया दर्ज शिकायतों का निवारण करती हैं।
- सामाजिक आर्थिक वर्गीकरण(SEC):सामाजिक,आर्थिक वर्गीकरण के आधार पर हमने पाया80%शिकायतकर्ता ऊपरी पांच वर्गो से सम्बधित थे इसके लिए हमने2357कालों का अध्ययन किया। उपभोक्ता क्षति-पांच उच्चतम उपभोक्ता क्षति कारक सेक्टरों का अध्ययन
- उपभोक्ता क्षतिःपांच उच्चतम उपभोक्ता क्षति कारक सेक्टरों का अध्ययन
- कन्वर्जेंसःऑनलाइन और ऑफलाइन के शिकायत हैड़लिंग प्रणाली के तहत हमसे204कम्पनिया जुड़ी हुई हैं। कन्वर्जेंस कम्पनियों के द्वारा1709शिकायतों की हमें प्रतिक्रियाए दी गई हैं।
- एयरलाईंस से सम्बंधित एक दिलचस्प शिकायत पढ़े।NCHसे सम्बंधित यूट्यूब विडियों,आशुचित्र के अधिक विडियों के लिएhttp://www.youtube.com/user/NCHJagoGrahak (Preview)
Play
पर विजिट कर सकते हैं।
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भौतिक चित्रणः
इस महीने ज्यादातर कालें हमें दिल्ली,उत्तर प्रदेश,महाराष्ट्र,हरियाणा एवं राजस्थान से प्राप्त हुई।
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मेज़र सेक्टर:
5सेक्टरों जिनमें हमें ज्यादा कॉले प्राप्त हुई जैसे प्रोडक्ट,दूरसंचार,बैंकिंग,ई-कॉमर्स एवं शिक्षा सेक्टर हैं,शिक्षा सेक्टर लगातार तीसरी बार उच्च स्तर पर रहा हैं।
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| उपभोक्ता क्षति(Consumer Detriment ): |
| अनुमानित उपभोक्ता क्षति के आधार पर जिन पांच सेक्टर में सबसे ज्यादा वित्तीय हानि दर्ज की गई। वे सेक्टर हैं-जीवन बीमा,रियल एस्टेट,ऑटोमोबाइल,दोषपूर्ण उत्पाद तथा डाक। |
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| जीवन बीमा से सम्मिलित एक शिकायत का कन्ज़ूमर डेटरीमेंट एक करोड़ आंका गया। |
सामाजिक आर्थिक वर्गीकरणः
- मार्किट रिसर्च सोसाइटी ऑफ इंडिया के आधार से2357कॉल करने वालों का शिक्षा की योग्यता के आधार पर विशलेषण किया गया,उच्चस्तरीय शिकायतकर्ता उपभोक्ता क्षति के उपरी पांच स्तरों ए1,ए2,से सम्बंधित थे जिनकी गणना80 %हैं तथा बाकि शिकायतकर्ता20%डी1,डी2की श्रेणी में दर्ज किये गये।
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कन्वर्जेंस
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NCHउपभोक्ताओं को जागरूक करने के साथ-साथ कॉर्पोरेट को भी जिम्मेदार बनाने की दिशा में काम कर रहा हैं। कन्वर्जेंस प्रोग्राम के तहत अब तक204कपनियाNCHसे जुड़ चुकी है,एक व्यापक विस्तार के तहत उपभोक्ताओं की विश्वनियता के लिए विविध क्षेत्रों में जैसे एयर कंड़ीशनर,मोबाईल हैंडसेट,टेलीविजिन,कपड़े,जूते निर्माताओं साथ-साथ सेवाओं में बैंकिंग,बीमा,बिजली,दूरसंचार कम्पनिया जैसी सेवाओं को लेकर2174शिकायतों भागीदारी के तहत सीधे भेजी गई जिनकी प्रतिक्रिया78%रहीं। कन्वर्जेस कम्पनियों के अलावा हमें उपभोक्ताओं से206प्रतिक्रियाए प्राप्त हुई।
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दिलचस्प शिकायत
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सेक्टरः-एयर लांईस
शिकायत न.466314
शिकायत:-यह शिकायत दिल्ली हवाई अड्डा प्राधिकरण और इंडिगो एयरलाईंस के खिलाफ हैं
यात्री दिनांक29/05/2013को इण्डिगों एयरलाईंस से नई दिल्ली हवाई अड्डे से बैंकांक के लिए सवार हुए,यात्री बैंकांक हवाई अड्डे पर4घन्टे के लिए जाँच के लिए रोका गया और फिर जाने दिया और वह पासपोर्ट पर मोहर लगाना भूल गए। जब वह होटल पहुचें उन्हें पासपोर्ट दिखाने के लिए कहा गया और उस पर मोहर ना होने के कारण उन्हें दो दिन तक हिरासत में रखा गया उसके रिश्तेदारों को उसकी सहायता के लिए बैंकांक जाना पड़ा उसने23,000रूपये आने जाने के लिए खर्च किए। यह शिकायत दिल्ली एयरपोर्ट के सिक्योरिटी में तैनात अधिकारियों या इण्डिगो ओफिसिअल की गलती के कारण हुई हैं,शिकायतकर्ता को बहुत उत्पीड़न का सामना करना पड़ा।
यह दिलचस्प शिकायत क्यों हैं?
यह शिकायत दिल्ली एयरपोर्ट की गंभीर गलती के कारण दिलचस्प हैं,शिकायतकर्ता को बैंकांक हवाई अड्डे पर आवजन अधिकारियों के हाथों उत्पीड़न झेलना पड़ा और वह भी दिल्ली हवाई अड्डे ओफिसिअल और इण्डिगो एयरलांईस के काउन्टर स्टाफ की गलती के कारण क्योंकि पासपोर्ट एवमं बोर्डिंग पास को स्टैंम्प/मोहर लगाना भूल गये। अधिक दिलचस्प शिकायतों के लिएclick onhttp://www.nationalconsumerhelpline.in/interesting-cases.aspx
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सेक्टर:रेलवें
रेलवे में धन वापसी के संशोधित नियम:-संशोधित धन वापसी नियम अप्रयुक्त टिकटों पर दिनांक01/07/2013से अप्रयुक्त टिकटों पर लागू होतें हैं।
1. सभी बुकिंग कांउटरों और ई टिकटों की वापसी के लिए लागू होते हैं।
2. अप्रयुक्त व अनारक्षित टिकटों के लिए धन वापसी नियम,इस तरह के टिकट सभी कांउटरों पर प्रशासनिक शुल्क के साथ,गाड़ी के3घन्टे प्रस्थान तक हो सकते हैं,इस समय के बाद कोई रिफण्ड मान्य नहीं। धन वापसी का पुराना नियम जो200किमी/500किमी.से ज्यादा पर जो3घन्टे,6घन्टे या12घन्टे समय सीमा समाप्त कर दी गई हैं। टीडीआर प्रस्तुति जो12घन्टे के बाद से30दिन का था उसे भी समाप्त कर दिया हैं।
अप्रयुक्त टिकट पुष्टि धन वापसी के लिए नियम:-
पुष्टि का टिकट गाड़ी चलने से48घन्टे पहले(मौजूदा24घन्टों की जगह)रद्द करवाया जा सकता हैं। निम्न दर से कटौती निरस्तीकरण दर लागू की जाएगी।
1. एसी प्रथम श्रेणी रू.120/-प्रति यात्री
2. एसी द्वितीय श्रेणी रू.100/-
3. एसी तृतीय/एसी चेयर कार रू.90/-
4. स्लीपर क्लास रू.60/-
5. द्वितीय क्लास रू.30/-
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