NCH Monthly March2012

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
Contents
Page No.
1) Summary 2) Geographical Distribution of Complaints 3) Comparative Study 4) Sectoral Break-Up of Calls 5) Gender wise Distribution of Complaints 6) Focus on Complaints relating to Banking Industry 7) Focus on Complaints relating to Telecom Industry 8) Focus on Complaints relating to Insurance Industry 9) Convergence 10) Consumer Response 11) Interactive Sessions & Meetings 12) Staff Details 13) NCH Website 14) SMS & Outbound Calls 15) Connect @ NCH Training to State Helpline 17) Socio-Economic Profile of Callers at NCH 18) Consumer Detriment 19) Interesting Stories @ NCH 20) Infosource Report 21) Facilitation Desk- Monthly Report
3 4 6 7 8 9 10 11 12 15 17 18 19 20 21 24 26 29 30 33
16) Jagriti - an initiative towards making an informed consumer 22
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.
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: -

*
Geographical Distribution of Calls for MARCH,2012

Count 2534 1574 1367 976 917 615 438 437 423 279 197 179 130 122 118 109 106 80 70 28 24 24 20 7 5 4 3 2 1 1 1 10791 %Age 23.48 14.59 12.67 9.04 8.50 5.70 4.06 4.05 3.92 2.59 1.83 1.66 1.20 1.13 1.09 1.01 0.98 0.74 0.65 0.26 0.22 0.22 0.19 0.06 0.05 0.04 0.03 0.02 0.01 0.01 0.01 100.00 **
S.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
State Delhi Uttar Pradesh Maharashtra Haryana Rajasthan Gujarat Bihar Madhya Pradesh West Bengal Punjab Odisha Karnataka Jharkhand Andhra Pradesh Uttarakhand Chhattisgarh Tamilnadu Himachal Pradesh Jammu & Kashmir Kerala Assam Goa Chandigarh Meghalaya Tripura Manipur Dadra & Nagar Haveli Mizoram Daman & Diu Puducherry Sikkim
* 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.
COMPARATIVE STUDY
Comparison of calls received from Top Ten States in March 2012 (as compared to March 2011) March 2011 S.No. State 1 2 3 4 5 6 7 8 9 10 Delhi Uttar Pradesh Maharashtra Haryana Rajasthan Gujarat Bihar Madhya Pradesh West Bengal Punjab Calls 3084 1673 1161 790 939 462 436 309 240 390 %Age 29.70 16.11 11.18 7.61 9.04 4.45 4.20 2.98 2.31 3.76 March 2012 Calls 2534 1574 1367 976 917 615 438 437 423 279 %Age 23.48 14.59 12.67 * 9.04 * 8.50 5.70 * 4.06 4.05 * 3.92 * 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 S.No. 1 2 3 4 5 6 7 8 9 10 State Manipur Dadra & Nagar Haveli Mizoram Daman & Diu Puducherry Sikkim Andaman and Nicobar Islands Arunachal Pradesh Lakshadweep Nagaland Complaints 0 5 0 0 0 0 0 0 0 1 %Age 0.00 0.05 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.01 March 2012 Complaints 4 3 2 1 1 1 0 0 0 0 %Age 0.04 0.03 0.02 0.01 0.01 0.01 0.00 0.00 0.00 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
SECTORAL BREAK-UP OF CALLS

Top Ten Sectors for the month of March, 2012
S.No. Sectors 1 2 3 4 5 6 7 8 9 10 11 Telecom Products LPG Banking Education Insurance Legal E-Commerce Automobiles Real Estate Other Sectors Total Calls 1509 1400 784 721 604 513 458 421 313 274 3794 10791 %Age 13.98 12.97 7.27 6.68 5.60 4.75 4.24 3.90 2.90 2.54 35.16 100.00
S.No. Sectors 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Sectoral Distribution of Calls for March 2012
Telecom Products LPG Banking Education Insurance Legal E-Commerce Automobiles Real Estate RTI Electricity Weights & Measures NBFC`s Other sectors Products 12.97% Telecom 13.98% Total Calls=10791 Other sectors 27.14% Banking 6.68% LPG 7.27% Education 5.60% Insurance 4.75% Legal 4.24%
Other Sectors
Calls 263 287 1274 238 191 180 173 113 101 97 97 80 71 53 47 46 44 43 38 37 35 33 32 20 19 19 18 14 12 10 9 9 9 9 8 8 8 6 6 5 5 5 4 3 3 3 2 2 2 1 1 1 %Age 2.44 2.66 11.81 2.21 1.77 1.67 1.60 1.05 0.94 0.90 0.90 0.74 0.66 0.49 0.44 0.43 0.41 0.40 0.35 0.34 0.32 0.31 0.30 0.19 0.18 0.18 0.17 0.13 0.11 0.09 0.08 0.08 0.08 0.08 0.07 0.07 0.07 0.06 0.06 0.05 0.05 0.05 0.04 0.03 0.03 0.03 0.02 0.02 0.02 0.01 0.01 0.01 RTI Fraudulent Complaints General Inquiry Electricity Weights & Measures others-Service NBFC`s Queries related to UIDAI Postal Public Distribution System Broadcaster Medical Negligence Employees Provident Fund Travel & Tours VAT Railways Courier /Cargo Placement Agency Broad-Band / Internet National Consumer Helpline Railway Enquiry Share & Brokerag Passport Water Kisan Call Centre Publication Food Safety Airlines Misleading Ads Packers & Movers Drugs & Cosmetics National Commission PAN Cards BIS Public Health Labs. Petroleum Public Transport Mutual Funds Hallmark Ministry of Consumer Affairs (Facilitation Counter) Mediation Centre Commodity Beauty Product /Cosmetics Excise Women Helpline Cable Census of India Consumer Voice ISO CERC - Consumer Education & Research Centre Pollution Control Pharmacy Council of India
25 26 27
Real Estate 2.54% RTI 2.44% Electricity 2.21% Weights & Measures 1.77% NBFC`s 1.60%
E-Commerce 3.90%
Automobiles 2.90%
28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52
**
The report on sectoral distribution of calls is based on the total number of dockets made from calls handled i.e 10791
GENDER WISE DISTRIBUTION

Males dominate Complaint Making- Women in Background (April 2011 - March 2012)
14000 12000
768 917 Male 1072 918 Female 1014 714 821
734
1108
803 9781
Numbers
10000 8000
565
10083
11879
9402
10722
11816
10193
6000 4000 2000 0 April 2011
12474
9843
June 2011
Aug 2011
July 2011
6728
9700
Jan 2012
May 2011
Sept 2011
Months Genderwise Distribution of Calls

Male 122585 Female 10261 Total
132846
Genderwise Distribution of Calls (April 2011 - March 2012)

MALE FEMALE
MALE 92.28% FEMALE 7.72%
Nov 2011
Mar 2012
Dec 2011
Feb 2012
Oct 2011
9964
827
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.
Complaints received at NCH in March 2012
112 46 30 25 12 11 10 9 8 8 115 29.79 101 28.61 2.07 11 3.12 3 55 2.07 11 3.12 6 2.33 6 1.70 6 2.59 10 2.83 7 2.85 16 4.53 9 3.11 4 1.13 4 1 1 2 2 2 4 26 6.48 28 7.93 12 7 7.77 39 11.05 13 3 11.92 32 9.07 23 19 29.02 95 26.91 50 45 6 0 8 2 1 0 0 0 0 0 4
Postion in February 2012
Postion in March 2012
Company
%Age of complaints for March 2012 Complaints received at NCH in February 2012
%Age of complaints for February 2012
Deficiency in Banking Services
ATM
CREDIT CARDS
LOANS
TOTAL
State Bank of India
11 4 6 4 6 1 1 1 0 1 30
112 46 30 25 12 11 10 9 8 8 115
Punjab National Bank
HDFC Bank Ltd.
ICICI Bank Ltd.
Not in top ten
Indusind Bank
Central Bank of India
Bank of India
Not in top ten
Canara Bank
AXIS Bank
10
Bank of Baroda
11
11
Other Banks
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.
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.
Focus on Complaints relating to Telecom Industry

The following table shows the highest number of complaints
* NCH received 901 complaints of 17 telecom companies in March 2012. received at NCH in this sector.
151 149 121 115 112 88 47 34 23 21 40 4.44 60 6.28 2.33 20 2.09 2.55 34 3.56 3.77 33 3.46 5.22 51 5.34 9.77 87 9.11 12.43 84 8.80 12.76 124 12.98 13.43 144 15.08 16.54 144 15.08 16.76 174 18.22
Position in February 2012 24 39 13 12 21 25 2 8 7 2 5 158 0 1 70 4 3 2 11 9 6 3 0 0 2 68 15 10 9 10 5 15 10 2 10 11 13 9 8 10 14 2 4 0 1 4 0 65
Position in March 2012
Company
%Age of complaints for March 2012 Complaints received at NCH in February 2012
%Age of complaints for February 2012
Activation of Unsubscribed Services
Unfair Deductions
Wrong Promises
Inflated Bills / Overcharging
Disconnection Without Intimation 4 5 9 8 5 2 2 3 0 0 7 45
Other complaints 89 84 71 66 47 39 31 17 11 15 25 495
Bharti Airtel Ltd.
BSNL
Reliance Communications Ltd.
Vodafone Essar Ltd.
IDEA Cellular Ltd.
Tata Docomo
Tata Tele services Ltd.
MTS India
Aircel Ltd.
Not in Top Ten
10
Mahanagar Telephone Nigam Ltd.( MTNL, Delhi) 901 100.00 955 100.00
11
11
Other telecom complaints
Total
** - 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.
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.
51 17 16 15 15 14 12 12 12 12 98 35.77 96 44.44 20 24 4.38 10 4.63 5 1 4.38 9 4.17 1 3 4.38 8 3.70 0 4 4.38 7 3.24 0 2 5.11 12 5.56 8 2 0 7 4 6 0 17 5.47 5 2.31 0 1 12 5.47 10 4.63 6 2 0 5.84 18 8.33 7 2 0 6.20 14 6.48 5 4 0 4 6 3 0 3 1 0 1 4 21 18.61 27 12.50 9 14 8 4
S.No
Postion in February 2012
Postion in March 2012
Company
%Age of complaints for March 2012 Wrong Deficiency in Service Promises by Agent / DSA Rejection of Claim
Complaints received at NCH in February 2012 %Age of complaints for February 2012
Non receipt / partial receipt of the claim
Unsatisfactory Other Insurance Redressal Complaints

8 1 0 2 2 1 1 1 1 1 5 8 3 1 2 0 0 1 3 0 1 11
Life Insurance Corporation of india
United India Insurance
National Insurance
ICICI Lombard General Insurance
Not in top ten
Reliance Life Insurance
Oriental Insurance
Not in top ten
Aviva Life Insurance Company
10
Bajaj Allianz Life Insurance
Max New York Life Insurance
10
10
The New India Assurance
11
11
11
Other Insurance companies
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.
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 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 with the company/organization at nodal officer Level. The following table shows the progress of complaints under the Convergence System.
Convergence @ NCH Convergence @ NCH
NCH receives a large number of complaints over its widely advertised and publicized Toll Free No 1800 11 4000, under the popular Jago Grahak Jago campaign of the Ministry. Under the normal course we advise these customers to approach Corporate/ Customer care/ Supportive team and other lower tier officials and in the event of their remaining unsatisfied, approach the higher tiers. Resorting to legal remedies however is suggested as a last resort only. As a part of our Convergence initiative, for selected organizations that show their willingness to join this initiative, we adopt the system of consolidating the complaints received at NCH, which are systematically compiled and forwarded electronically in MS Excel format to their nominated /designated official with full consumer particulars captured at our end. These complaints are attended to by these organizations as per their own redressal systems and a feedback is sent to the customer as well as to NCH. NCH also obtains feedback from the customers, which is shared with the organizations. 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.
S.No
1 2 3 4 5 6 7 8 9 10 11 12
Month
April,2011 May,2011 June,2011 July 2011 Aug 2011 Sept 2011 Oct 2011 Nov 2011 Dec 2011 Jan 2012 Feb 2012 Mar 2012
Complaints
1292 1113 1416 856 615 1006 1141 967 1631 1008 781 1001
Online Complaint System at NCH Website 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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Complaints Registered Online - March 2012

Company ABN AMRO Acer India Aircel Airtel Airtel Digitel Akai Amul Apollo Tyers Bag It Today Baja Auto Finance Ltd. Bajaj Allianz General insurance Bajaj Allianz Life insurance Bajaj Electricals Barclays PLC Big TV Birla Sun Life Insurance Blaze Flash Couriers BSES Rajdhani BSES Yamuna Canara Bank Carrier India Citi bank Club Mahindra Deals4all Dell India Pvt. Ltd. DTDC Couriers Electrolux Eureka fobes Exide Fly Mobile Futurebazar.com Godrej HCL Infosystems Ltd. HDFC Bank HDFC ERGO General Insurance Company Homeshop18 Hotspot HP India HSBC Bank HUL Pure IT ICIC Lombard ICICI Bank ICICI Prudential Idea/Spice IFB Industries Ltd. India Bulls No of complaints logged 1 1 22 59 6 1 13 2 2 1 1 2 0 1 1 3 2 1 3 1 5 5 21 2 6 5 2 6 2 2 10 5 5 18 1 6 5 6 1 2 1 8 3 35 3 3 Closed 0 0 25 29 1 0 0 0 0 0 0 0 3 3 0 0 0 1 0 0 0 2 0 0 12 0 0 0 0 0 0 0 2 5 5 0 0 0 0 6 0 8 0 0 0 0 Total 569 270 Indiatimes.com ING Vyasya Bank ING Vyasya Life Insurance Kotak Mahindra Bank Kotak Mahindra Life Insurance LG Electronics India Pvt Ltd. Lenovo Luminous Max New York Life Insurance Metlife Motorola MTNL (M) MTNL(D) NDPL Nokia Onida Phillips Punjab National Bank Rediff.com Reliance Life Insurance Reliance- Telecom Royal Sundram General Insurance Samsung Sansui Sify Sony Ericsson Spice Mobile Standard Chartered Bank Start CJ Sun Direct Tata - AIG Life Insurance Tata Sky Tata Tele service Telebrand(Tele Shopping) Tikona digital networks Titan Toshiba(Laptop) Travel Guru TVS skyshop Videocon Videoconmobiles Vodafone Voltas whirpool Yatra.com Company No of complaints logged 17 1 1 9 2 7 2 1 1 1 4 7 7 6 8 1 1 6 6 6 44 1 19 1 2 4 3 5 1 1 2 5 28 4 15 2 5 3 2 3 1 28 1 3 1 Closed 37 0 1 2 0 0 0 0 0 0 0 0 0 9 8 0 0 0 0 0 40 0 2 0 0 1 0 0 0 0 0 0 26 0 0 0 0 0 0 0 0 42 0 0 0
**
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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List of companies enrolled under Convergence Convergence @ NCH

S.No. Banking Sector 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 Bank of Baroda Barclays Bank PLC Canara Bank Citi Bank Deutsche Bank PBC India Development Credit Bank Ltd. HDFC Bank Ltd. ICICI Bank Ltd. IDBI Bank Ltd. ING Vysya Bank Ltd. Kotak Mahindra Bank Ltd. Punjab National Bank Standard Chartered Bank HSBC Ltd. RBS N.V Union Bank of India Telecom Aircel Ltd. Bharti Airtel Ltd. IDEA Cellular Ltd. Mahanagar Telephone Nigam Ltd. ( MTNL, Delhi) Mahanagar Telephone Nigam Ltd. (MTNL, Mumbai) Reliance Communications Ltd. Sistema Shyam TeleServices Ltd.. (SSTL), MTS Tata Docomo Tata Tele services Ltd. Uninor India - Unitech Wireless Pvt. Ltd Vodafone Essar Ltd. Broadband Sify Technologies Ltd. Tikona Digital Networks Broadcaster Airtel Digital TV Dish TV India Ltd. Bharat Business Channel Ltd.. (Videocon D2H) Reliance BIG TV Ltd. SUN Direct TV (P) Ltd. Tata Sky Ltd. Electricity BSES - Rajdhani Power Ltd.. BSES - Yamuna Power Ltd.. North Delhi Power Ltd. (NDPL) Publication The India Today Group Consumer VOICE (Voluntary Organization in Interest of Consumer Education) Courier Blazeflash Couriers Ltd. DTDC Courier & Cargo Ltd. First Flight Couriers Ltd. Trackon Couriers Pvt Ltd. Shares & Securities Indiabulls Securities Ltd. Religare Securities Ltd. Travel & Tours Mahindra Holidays & Resorts India Ltd.. (Club Mahindra) Petroleum & Natural Gas & LPG 48 Indraprastha Gas Ltd. S.No. Manufacturing Companies 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 Acer India Pvt Ltd. Adidas India Marketing Pvt. Ltd. Aero Club (Woodland India) Apollo Tyres Ltd. Bajaj Electricals Ltd. Bata Shoe Company Private Ltd.. Carrier Airconditioning & Refrigeration Ltd. Colgate Palmolive India Ltd. Dell India Pvt. Ltd. EKL Appliances Ltd. Electrotherm India Ltd.. (Yo Bikes) Eureka Forbes Exide Industries Ltd. Fedders Lloyd Corporation Ltd. Meridian Mobiles Pvt. Ltd. (FLY Mobiles) Godrej & Boyce Manufacturing Company Ltd. Gujarat Cooperative Milk Marketing Federation (Amul) Haier Appliances (India) P. Ltd. HCL Infosystems Ltd. Hewlett-Packard Company Hindustan Unilever Ltd. Hitachi Home & Life Solutions (India) Ltd. IFB Industries Ltd. Intex Technologies (India) Ltd. Ion Exchange (India) Ltd. (Zero B) Karbonn Mobiles KENT RO Systems Ltd. Kingtech Electronics (India) Pvt. Ltd. (G Five Mobiles) LAVA International Ltd. Lenovo India Pvt.Ltd. LG Electronics India Pvt Ltd. Luminous Power Technologies Ltd. MAXX Mobile Communications Ltd. Micromax House Microtek House Moser Baer India Ltd. Motorola India Pvt. Ltd. Nokia India Pvt. Ltd.. Onida House, MIRC Electronics Ltd.. ORIENT FANS (Props: Orient Paper & Industries Ltd.) Panasonic India Pvt. Ltd. Philips India Ltd. Pratham telecom Pvt Ltd.. (Sagem) Samsung India Electronics Ltd. Sony Ericsson Mobile Communications India PVT. Ltd. SONY INDIA PVT. Ltd. Spice Mobility Ltd. Spice Retail Ltd. SU-KAM POWER SYSTEMS Ltd. Super Cassettes Industries Ltd.. (T-Series) Symphony Comfort Systems Ltd. TITAN INDUSTRIES Ltd. Toshiba India Pvt. Ltd. TTK Prestige Ltd. Usha International Ltd. Videocon Induries Ltd.. (Cover Videocon appliances , Akai, Sansui, Kenstar & Hyundai) Videocon Industries (Mobiles) Voltas Ltd. Whirpool of India Ltd. S.No. Automobiles 108 Bajaj Auto Ltd. 109 Eicher Motors Ltd. 110 General Motors India Pvt.Ltd. 111 HERO HONDA MOTORS Ltd. 112 Honda Motorcycle & Scooter India Pvt. Ltd. 113 Honda Siel Cars India Ltd. 114 Hyundai Motor India Ltd. 115 India Yamaha Motor Pvt Ltd. 116 Mahindra & Mahindra Ltd. 117 Royal Enfield (A Unit of Eicher Motors Ltd.) 118 TATA Motors 119 TVS Motor Company Airlines 120 Kingfisher Airlines Ltd.. E- Commerce 121 AVA Merchandising Solutions Pvt. Ltd. 122 Compact International (Deals 4 All) 123 eBay India Private Ltd. 124 Future Bazaar India Ltd. 125 Indiatimes.com 126 MakeMyTrip India Pvt. Ltd. 127 Myntra.com 128 Naaptol.com 129 Rediff.com India Ltd. 130 STAR CJ Network India Pvt. Ltd. 131 Telebrands India 132 Travelguru.com 133 TV18 Home Shopping Network Ltd. 134 TVC SKY SHOP Ltd. 135 Yatra Online Pvt. Ltd. Insurance 136 Apollo Munich Health Insurance Company Ltd. 137 Aviva Life Insurance Company India Ltd. 138 Bajaj Allianz General Insurance Company Ltd. 139 Bajaj Allianz Life Insurance Company Ltd. 140 Birla Sun Life Insurance 141 HDFC ERGO General Insurance Company Ltd. 142 HDFC Standard Life Insurance Company Ltd. 143 ICICI Lombard General Insurance Co. Ltd. 144 ICICI Prudential Life Insurance Company Ltd. 145 IFFCO-Tokio General Insurance 146 ING Vysa Life Insurance Company Ltd. 147 Kotak Mahindra Old Mutual Life Insurance Ltd. 148 Max Bupa Health Insurance Co. Ltd. 149 Max New York Life insurance Co. Ltd. 150 Metlife Insurance 151 Reliance General Insurance Company Ltd. 152 Reliance Life Insurance Company Ltd. 153 Royal Sundaram Alliance Insurance Company Ltd. 154 SBI Life Insurance Company Ltd. 155 Tata AIG General Insurance Company Ltd. 156 Tata AIG Life Insurance Company Ltd. NBFC 157 Bajaj Auto Finance Ltd. 158 Barclays Investments and Loans (India) Ltd. 159 Birla Sun Life Asset Management Company Ltd. 160 CitiFinancial Consumer Finance India Ltd.. 161 ICICI Home Finance Pvt. Ltd. 162 IDBI Home Finance Ltd. 163 Mahindra & Mahindra Financial Services Ltd. 164 Reliance Capital Ltd. Company
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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 Mar 2012 Feb 2012 Jan 2012 Dec. 2011 Nov. 2011 Months Oct. 2011 Sept. 2011 Aug 2011 July 2011 June 2011 May 2011 Apr 2011 0 192 323 263 200 90 400 600 Feedback 800 1000 1200 95 105 352 606 640 670 765 46 59 63 Written 701 603 756 1064 84 65 147 66 45 Online Resolutions 122 270
* 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.
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Responses under Convergence

Resolutions under Convergence
S.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Bharti Airtel Ltd. Reliance Communications Ltd. Vodafone Essar Ltd. Nokia India Pvt. Ltd.. Tata Tele services Ltd. Aircel Ltd. Samsung India Electronics Ltd. ICICI Bank Ltd. HDFC Bank Ltd. Airtel Digital TV Hindustan Unilever Ltd. North Delhi Power Ltd. (NDPL) Punjab National Bank Sansui Tata Motors Electrolux Kelvinator Videocon Induries Ltd. Dell India Pvt. Ltd. Bajaj Electricals Ltd. Videocon D2H BSES - Yamuna Power Ltd.. Dell Mobile HDFC ERGO General Insurance Company Ltd. Kenstar SONY India Pvt. Ltd. Videocon Moblie Handset Total Name of the Company Responses 188 154 79 62 41 29 24 23 19 14 9 8 6 6 6 5 5 5 4 3 3 2 2 1 1 1 1 701
Resolutions received through Tel./Fax/ Email/ Post

S.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Feedback received through Tel./Fax/ Email/ Post Name of the Company AXIS Bank Bank of India BPCL BPL Loop Mobile BSNL Central Bank of India HPCL IOCL Life Insurance Corporation of India Oriental Bank of Commerce & Global Trust Bank State Bank of Bikaner & Jaipur State Bank of India State Bank of Saurashtra Vijaya Bank Other responses received, relate to:Automobiles Controller of Legal Metrology (Weights & Measures) Ecommerce Education Electricity Employees Provident Fund Indian Railways Catering & Tourism Corp. Ltd. Medical Negligence NBFC Passport PDS Postal Product Queries placed under Right to Information Act Real Estate Services Travel & tours Total 1 1 5 9 1 1 1 1 1 1 1 3 15 2 4 8 2 122 No. of Resolutions 2 3 3 1 13 1 8 17 3 2 3 7 1 1
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
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
12/03/2012 CNEB
Media
Topic
Discussion on Budget 2012 and Industrial Growth Rate.
2. OTHER MEETINGS & EVENTS

Date
2/03/2012
Organisation
Confederation of Real Estate Developer's Association's of India (CREDAI)
Details
Members of NCH met officials of Confederation of 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. Senior members of NCH met senior officials of Honda Motorcycle & Scooter India Private Ltd. to discuss about implementation of ISO 10002. Also, a brief presentation on ISO 10002 was given. National Consumer Helpline organized a consumer awareness program at EMPI Business School, CSKM Educational Complex, Satbari, Chattarpur, New Delhi-110074 on Saturday, 17th of March 2012 for spreading the message of consumer protection. Members of NCH participated in National Seminar on Consumer Mediation - A Better Option. The seminar was conducted by Consumer Coordination council (CCC). Members of NCH visited Kerala State Consumer Helpline to conduct training program for the helpline. National Consumer Helpline organized a consumer awareness program at EMPI Business School, CSKM Educational Complex, Satbari, Chattarpur, New Delhi-110074 on Wednesday the 28th of March 2012 for spreading the message of consumer protection.
12 /3/2012
Honda Motorcycle & Scooter India Private Ltd.
17/3/2012
jAGRITI- Consumer Awareness

Program at Entrepreneurial and Management Processes International (EMPI)
24/3/2012
National Seminar on "Consumer Mediation" - A Better Option
26 to 30/3/ 2012
Visit to Kerala State Consumer Helpline
28/3/2012
jAGRITI- Consumer Awareness

Program at Jagannath Institute of Management Studies
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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-cuminformation counter of the department of Consumer Affairs at Krishi Bhawan.
Full Time Staff S.No. 1 2 3 4 5 6 7 8 9 10 Staff Manager Senior Counselor Jr. Counselor Supervisor Web Administrator Accountant Junior C ounselor Market Research Associate Office Attendant Gardener Safai Karamchari Total In Numbers 1 3 1 1 1 10 1 1 1 1 21
S.No. 1 2 3 4
Part Time/Student Counselors/ Consultants Staff Student Counselor Part Time Sector Incharge Part Time Expert/ Consultants Consulting Student Counselor Total In Numbers 5 3 3 1 12
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NCH Website
www.nationalconsumerhelpline.in
NCH website was basically designed to provide consumer related information & guidance online, and also provide complaint handling system for faster dissemination of consumer complaints directly by the service provider using the effective tools of E-Communications such as Internet. NCH website is now also accessible by the url http://www.nationalconsumerhelpline.in. NCH website has zones that help visitors to learn more about NCH, its related activities, functional areas, the vision, mission of NCH, NCH channel partner details and their respective website links. NCH website has dynamic section of photo gallery, event details that shows press conferences organized by NCH in the respective sectors such as BANKING, LPG, TELECOM, LEGAL, BIS etc. with the motto of providing consumer related information and guidance and reaching out to as many consumers as possible. Besides this NCH website has pages on Jagriti programme for imparting consumer awareness knowledge, Interesting Cases, Consumer Awareness, Consumer Articles and Tips, Events, Guidance for smart consumers, Convergence Process, Consumer Responses, Advocacy Reports, NCH Jago Grahak Channel on YouTube, NCH Annual Reports Careers, Feedback, Valued comments etc.
Total Hit Count Details of website for March 2012 Most visited Pages:
1 2 3 4 5 6 7 8 9 10 11 Complaint Log Complaint Status User Login Home Page Consumer Tips Contact NCH Brand Login Consumer Articles User Profile About NCH Statistical Details 12 13 14 15 16 17 18 19 20 21 Interesting cases valued comments Consumer Awareness Related Links Sectors Covered Success Story Disclaimer Jagriti Consumer Responses Convegence connect with NCH
Online Complaint Management System
NCH initiated the tasks of developing a common platform for online grievance submission by the consumer and providing the interface for service provider to retrieve the dockets reports and incorporate their comments / feedback to redress the same online. This facilitates the tasks of consumer grievance handling & redressal services to register consumer Complaints / grievances and to check for action taken by the service provider on their complaints reported to them online.
Analytical Statistics for Online Complaint Management System:
1) 2) 1) 2)
Total Page Hit Count 77144 Unique User Hits 7190

2
Total Consumer Login: 1257
6 7
Total Complaints Received: 885
Google Analytical Statistics for NCH Website:
Website Hits- March 2011 to March 2012

90000 70000 Website Hits 41522 60000 50000 40000 30000 9323 20000 10000 0 Jan 2012 June,2011 May,2011 Sept.,2011 Dec 2011 Aug,2011 April,2011 Oct, 2011 Nov 2011 July,2011 Mar 2012 Mar,2011 Feb 2012 8671 29312 27447 29341 38753 51823 54163 58249 80000 47678 48530 77144
Total Page Hit Count 484191 Unique User Hit 8164

2
Traffic Sources Overview on NCH Website
Search Engines - 6,049 (74.09%) Direct Traffic - 1,633 (20.00%) Referring Sites - 482 (5.90%)
5 4
Months
Important terms are explained1 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.
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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:
ii. CLI/Phone number of the consumer in the abandoned calls, not able to contact usNCH 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.
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.
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.
2) Lead generation The leads/phone number of the

consumer are retrieved from various means:
i. SMS received at NCH 8800939717Due 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) March 2012 1610 1355 570 1925 1142 901 1024 5490
* 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
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
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 Business School, CSKM Education Complex, Satbari Chattarpur, New Delhi on Wednesday, 17th of March 2012 for spreading the message of consumer protection. EMPICSKM academic community a mini-town, with 3000 plus habitants (students, faculty and staff) - are connected by a pucca 20 feet arterial road branching off from the main Chattarpur Bhati-mines Road. EMPI-CSKM Campus is part of fast growing suburb housing beautiful Farm Houses of South Delhi which prides itself of pollution free ambience. A presentation was given on consumer awareness that was attended by around seventy students and Faculty/Staff members including Mr. Glrish Kathurla Professor cum Associate Director and Ms Anjana Mahapatra, Sr. Program Manager, EMPI Business School. NCH team had brief discussion about NCH and its functions. They were impressed with the noble task done by NCH in the field of consumer education.
Topics Covered in the Program The topics covered included a brief Introduction about National Consumer Helpline- Its d 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
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 DND, Customer Care, Network issue & retail policy when connection doesnt work) 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. Products (Complaints related to Defective product, Difference between Guarantee & warranty, when consumer can demand for the replacement/refund of defective product). Mr. Glrish Kathurla Professor cum Associate Director exhorted 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. Glrish Kathurla Professor cum Associate Director thanked NCH for their effort in propagating consumer welfare movement and also made some suggestions on how their students could be encouraged to imbibe these values for the benefit of the society.
Mr. Glrish Kathurla Professor cum Associate Director and EMPI Program Coordinators with NCH team members
Students and faculty member listen to the program with keen interest.
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
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.
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
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
The NCH team addresses the students andfFaculty members of JIMS
Students and faculty members interact with NCH team on various consumer issues.
23
Socio-Economic Profile of Callers

Study at NCH
The SEC Classification (also called the SocioEconomic 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
SEC Classification at NCH

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

A1 A2 A3 B1 B2 C1 C2 D1 D2 E1 E2 E3 Total 276 408 325 211 186 142 95 126 81 42 21 3 1916
Average Monthly Household Income (in Rs.) *

16849 9122 6663 5747 4798 3986 3413 2987 2391 1955 1607 1348
* Based on income levels in 2008. * Source: MRSI
SEC CLassification of Callers for March 2012

450 400 No. of Callers 350 300 250 200 150 100 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.
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.
26

Consumer Detriment at National Consumer 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. Consumer Detriment Value March 2012 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 1 2 3 4 5 6 7 8 9 10 11 12 13 14
Sector/Category Weights & Measures Legal Electricity Products LPG Postal Railways Telecom Real Estate Banking E-Commerce Insurance Medical Negligence Travel & Tours
No. of Dockets 36 14 3 161 4 2 1 236 21 68 79 4 1 2
Total Detriment Value (Rs.) 5334 1307338 41220 1608796 11895 2025 515 56656 14317772 635401 462770 49818 140000 65000 18704540
Average Detriment Value (Rs.) 148 93381 13740 9993 2974 1013 515 240 681799 9344 5858 12455 140000 32500
*Rounded off to the nearest non-decimal value. Total 632
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 sectionS. 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 3 4 Banking E- Commerce MRP Non clearance of cheque in specific time frame will be considered as consumer detriment Non delivery of product booked will be considered 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. 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 indicates a case of negligence, then expenditure on previous treatment can be called direct loss to the consumer
Legal
Medical Negligence
27
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 is taken as detriment 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 detriment Forcing to buy Accessories with new connection, excess amount to be taken as consumer detriment 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 12
8 9 10
Food Drugs Cosmetics
11
LPG
Postal
Non receipt or delay in delivery of Parcels, If parcel is insured, the value of parcel will be taken 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.
13 14
Railways Tour & Travels
In case of parcels not reached or reached with pilferage, the value of damaged is taken as consumer detriment Tour Package cancelled by the operator /traveler but amount not refunded. The amount paid is considered as consumer detriment 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
16
Insurance
If consumer opts to surrender the policy within free look period but does not get his money 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
28
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 namely1. 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.
29
INFOSOURCE REPORT
Infosource Report for the Month of March 2012
S.NO. NEWSPAPER 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Other newspapers Amar Ujala Newspaper Dainik Jagran Bhaskar Divya Bhaskar Divya Himachal DNA Newspaper Employment News Gujarat Samachar Herald Hindustan Hindustan Times Indian Express Jagbaarish Lokmat Maharashtra Times Navbharat Times Nayi Duniya Punjab Kesari Rajasthan Patrika Sakal Newspaper Samvad Statesman Telegraph Times of India (Kolkata) Yashobhumii Dainik Nav joyti Taraun Bharat Times of India Total NGO PARTNERS 1 Ministry - Facilitation Counter Total INTERNET 1 2 3 Internet Google NCH Website Total EVENTS 1 2 3 4 Krishi Expo Trade Fair Property Expo Video on Wheels Total MAGAZINE 1 2 3 4 5 Magazine Media Relation Mag NCERT Book Times Magazine Yojana Magazine Total CALLS- IN NOS. 1063 38 14 12 8 7 7 6 3 3 3 3 3 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 1192 ` 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 S.NO. ELECTRONIC MEDIA 1 2 3 4 5 6 7 8 9 10 11 12 Other television channels Doordarshan Sony Channel Sahara India India TV Lok Sabha Channel IBN Channel India Today NDTV S1 - News Channel Zee Channel Zee News Total AUDIO MEDIA DU FM 90.4 FM Gold FM Rainbow Radio City-91 FM Radio Programme Red FM - 93.5 Radio Total OUTDOOR Hoardings Electricity Bill Post Card Postal Metro Hoardings Bus Hoardings - BEST Pamphlets Posters Consumer Forum Total OTHERS 1 2 3 4 5 6 OTHERS SMS Campaign LPG Gas Receipt Railway Ticket Institution Visit NCH Annual Report Total WORD OF MOUTH 1 2 3 4 5 6 7 8 9 10 11 NCH User Friends Just Dial Relatives Personal Visit Police 100 Number Telephone Exchange Jago Re Helpline Kissan Call Center NGO SMS through Airtel Total CALLS- IN NOS. 3535 976 16 9 6 3 1 1 1 1 1 1 4551 CALLS- IN NOS. 1 11 6 2 3 7 160 190 CALLS- IN NOS. 77 29 12 8 7 5 2 2 1 143 CALLS- IN NOS. 673 300 128 47 1 1 1150 CALLS- IN NOS. 716 657 511 58 7 6 6 5 5 2 1 1974
16
16 CALLS- IN NOS. 1464 41 3 1508 CALLS- IN NOS. 1 1 1 3 6 CALLS- IN NOS. 43 1 8 1 8 61
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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Top 5 Infosource of the NCH Toll Free Number S.No. 1 2 3 4 5 Infosource
* Other television channels
Calls 3535 1464 1063 976 716 7754
%Age 32.76 13.57 9.85 9.04 6.64 71.86
Internet
** Other newspapers
Doordarshan NCH User Total
* 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 1 2 3 4 5 6 7 8 9 10 Electronic Media Newspaper Word of Mouth Internet Audio Media Outdoor Magazine NGO Partners Events Others Total Calls 4551 1192 1974 1508 190 143 61 16 6 1150 10791 %Age 42.17 11.05 18.29 13.97 1.76 1.33 0.57 0.15 0.06 10.66 100.00
- 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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32 PERFORMANCE REPORT March 2012

Infosource Report for the Month of March, 2012
Electronic Media New spaper Word of Mouth Internet Audio Media Outdoor Magazine NGO Partners Events Others Internet 13.97% Word of Mouth 18.29% Newspaper 11.05% Magazine 0.57% NGO Partners 0.15% Events 0.06% Others 10.66%
Outdoor 1.33% Audio Media 1.76%
Electronic Media 42.17%
Geographical Distribution of Complaints with Doordarshan as Infosource for March 2012

Karnataka 1.54% Jharkhand 1.43% Himachal Pradesh 1.33% Jammu & Kashmir 1.33% C hhattisgarh 1.02% Kerala 1.02% Other states 1.54% Uttar Pradesh 16.91% Delhi 14.86% Haryana 9.02% Maharashtra 13.11% Rajasthan 10.04%
Uttar Pradesh Delhi Maharashtra Rajasthan Haryana Gujarat West Bengal Bihar Madhya Pradesh Punjab Odisha Uttarakhand Karnataka Jharkhand Himachal Pradesh Jammu & Kashmir C hhattisgarh Kerala Other states Punjab 3.07%
Uttarakhand 1.84% Odisha 2.36%
Madhya Pradesh 4.20% Bihar 4.82% West Bengal 4.92% Gujarat 5.64%
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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.
33

CLASSIFICATION OF VISITORS
Sector
*Consumer Grievance
No of People Visited 9 3 2 5 Nil 19
Percentage 47% 16% 11% 26% Nil 100%
NGO's Companies
**Others
Research Scholar Total
*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 Guidelines for NGO's Consumer Awareness Literature Ministry's Annual Report Others
* Different Forms of Weight & Measures
No of People Visited 3 2 1 5 Nil 11
Percentage 27% 18% 9% 45% Nil 100%
Total
*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 West Bengal Odisha Tamilnadu Total No of People Visited 1 1 1 3 In Percentage 33% 33% 33% 100%
34
CLASSIFICATION OF CONSUMER GRIEVANCE (SECTOR WISE) Sector Automobiles Couriers E Commers Insurance Mutual Funds Products Services Shares And Brokers Telecom No of Complaints 1 1 1 1 1 1 1 1 1 9 Percentage 11% 11% 11% 11% 11% 11% 11% 11% 11% 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 Delhi Total
No. of People Visited 9 9
Percentage 100% 100%
NAME OF NGOs WHICH VISITED THE COUNTER Bhabishyat Aridown Soc Sead
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NCH Monthly March2012

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PERFORMANCE REPORT March 2012

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

PERFORMANCE REPORT March 2012

16) Jagriti - an initiative towards making an informed consumer 22

PERFORMANCE REPORT March 2012

PERFORMANCE REPORT March 2012

PERFORMANCE REPORT March 2012

Geographical Distribution of Calls for MARCH,2012

PERFORMANCE REPORT March 2012

PERFORMANCE REPORT March 2012

SECTORAL BREAK-UP OF CALLS

PERFORMANCE REPORT March 2012

GENDER WISE DISTRIBUTION

6000 4000 2000 0 April 2011

Months Genderwise Distribution of Calls

Genderwise Distribution of Calls (April 2011 - March 2012)

MALE 92.28% FEMALE 7.72%

Focus on Complaints relating to Banking Industry

Postion in February 2012

Postion in March 2012

%Age of complaints for February 2012

Deficiency in Banking Services

State Bank of India

Punjab National Bank

HDFC Bank Ltd.

ICICI Bank Ltd.

Not in top ten

Central Bank of India

Not in top ten

PERFORMANCE REPORT March 2012

Focus on Complaints relating to Telecom Industry

Position in February 2012 24 39 13 12 21 25 2 8 7 2 5 158 0 1 70 4 3 2 11 9 6 3 0 0 2 68 15 10 9 10 5 15 10 2 10 11 13 9 8 10 14 2 4 0 1 4 0 65

Position in March 2012

%Age of complaints for February 2012

Activation of Unsubscribed Services

Inflated Bills / Overcharging

Disconnection Without Intimation 4 5 9 8 5 2 2 3 0 0 7 45

Other complaints 89 84 71 66 47 39 31 17 11 15 25 495

Bharti Airtel Ltd.

Reliance Communications Ltd.

Vodafone Essar Ltd.

IDEA Cellular Ltd.

Tata Tele services Ltd.

Not in Top Ten

Other telecom complaints

PERFORMANCE REPORT March 2012

Focus on Complaints relating to Insurance Industry

Postion in February 2012

Postion in March 2012

Non receipt / partial receipt of the claim

Unsatisfactory Other Insurance Redressal Complaints

Life Insurance Corporation of india

United India Insurance

ICICI Lombard General Insurance

Not in top ten

Reliance Life Insurance

Not in top ten

Aviva Life Insurance Company

Bajaj Allianz Life Insurance

Max New York Life Insurance

The New India Assurance

Other Insurance companies

PERFORMANCE REPORT March 2012