e-Governance

NCH sees a steady rise in online complaints

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During October, 2013 the National Consumer Helpline (NCH) received 13,212 calls from the consumers, seeking assistance across the country. In addition to these telephonic calls, 2,168 complaints were also received through online complaint system on NCH website.

The total no. of dockets made / updated from calls handled during September 2013, was 10,666. In addition to complaints handled over telephone, 1,996 complaints were received online on NCH website.

NCH is a project of the Union Ministry of Consumer Affairs, operating from the University of Delhi. The project recognizes the need of consumers for a telephone helpline or online system to deal with a multitude of problems arising in their day-to-day dealings with business and service providers.

Consumers from across the country can access the toll free National Consumer Help line no. 1800-11-400 and seek telephonic counseling for consumer related problems faced by them. The Consumer Helpline also provides information, advice and guidance related to consumer issues. Complaints can be registered also on the website as well as on mobile through the NCHMobiAPP.

The maximum calls were received from Delhi followed by Uttar Pradesh, Maharashtra, Haryana, Rajasthan, West Bengal, Gujarat, Bihar, and Madhya Pradesh, Punjab. The product sector recorded maximum complaints i.e. 25.67 percent. It was followed by telecom, e-Commerce, weights and measures, non banking financial companies, banking and education.

Responses to complaints received for October, 2013 are 1,675. Out of this, 1,409 complaints were responded to by various companies under convergence. 266 consumers either called back on the helpline to inform that their complaint has been resolved or informed of the resolution of their complaint through email/fax/letter.

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