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Vo lu me - 5 , I s s ue - 3

Sta te Consumer He lp l i ne Knowledge Resource Management Por t a l

(SCHKRMP)

Ju ly -S e p tem be r’ 2 01 6

Quar ter ly E-News le t ter o f S ta te Consumer He lp l i ne Knowledge

Resource Management Por ta l (SCHKRMP) , Cent re for Consumer

S tud ies , I nd ian Ins t i t u t e o f Pub l i c Admin i s t ra t ion ( I IPA) , New Delh i

Consumer Connect Sponsored by Department of Consumer Affairs, Govt. of India

Editor-in-Chief Associate Editor Editor Designer & Research

Prof. Suresh Misra Shri. G.N. Sreekumaran Shri S. K. Virmani Shashi

( Project Director ) ( Consultant ) ( Project Manager ) ( Research Officer )

Awareness on Electricity: Consumer Rights and Responsibilities

Project Manager, SCHKRMP, discussed the issues with senior citi-zens on electricity and consumer rights in the meeting held at sector-37 Faridabad on 3 July 2016. The meeting attended by 18 partici-pants was mainly with an objective to create awareness on the rights and responsibilities of the consumers in the sector of electricity with the penal provisions to the DISCOM as laid down in regulations. The members were also briefed on the complaint redressal mechanism as available to electricity consumers in Haryana such as Local Distri-

bution area, Head Office, CGRF and Electricity Ombudsman.

Visit of Hon’ble Shri Ram Vilas Paswan, Minister of Consumer

Affairs to IIPA

Hon’ble Shri Ram Vilas Paswan, Minister of Consumer Affairs, Food & Public Distributions, Government of India and Hon’ble Shri C. R. Chaudhary, Minister of State for Consumer Affairs, Food and Public Distribution, Government of India visited IIPA on 12th July 2016 for strengthening of consumer grievance handling system and review the functioning of National Consumer Helpline. Hon’ble Shri Ram Vi-las Paswan stressed the need for consumer empowerment and also said that in a bid to protect the interests of consumers, the Ministry will soon come out with guidelines for direct selling. Besides a dis-

cussion with the industry, the Ministry is taking various steps for an effective consumer redress mechanism which includes introducing a number of provisions in the new Consumer Protection Act. He also advised the officials of Department of Consumer Affairs to increase the capacity of Consumer Helpline to reduce the waiting time for the consumers to contact and discuss their grievances with advisors.

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Conference on Partnership in Industry for Timely Redressal of Con-

sumer Grievances on 12 July 2016

Project Manager, SCHKRMP, participated in a Conference on Govern-

ment-Industry Partner ship on Consumer Grievances Redressal orga-

nized by Department of Consumer Affairs at Mavalankar Auditorium,

Constitution Club of India on 12 July 2016. Secretary, Consumer Affairs

Shri Hem Pande chaired the conference which was attended by all the

leading Chambers of Commerce and Industry viz. ASSOCHAM, FICCI,

CII, PHD, DICCI and 130 companies across different sectors such as Consumer Products, E-

Commerce, Banking, Insurance, travel etc.

Stakeholders' Consultation Meeting on 26th July 2016 at BIS

A Stakeholders’ consultation meeting under the chairmanship of Addl.

Secretary (CA) for discussion on Draft Rules under the BIS Act, 2016

was held at BIS, Manak Bhawan, New Delhi on 26th July 2016. The par-

ticipants in the consultation meeting included senior officials from the De-

partment of Consumer Affairs, BIS, selected Ministries/Departments of

Government of India, Industry Associations, representatives from VCOs

and consumer experts. The Project Manager, SCHKRMP also attended the meeting.

Session on ‘Telecom and Consumer’ during 10th Training of Train-ers Programme for Heads and Members of VCOs/ NGOs in Con-sumer Protection and Welfare

Centre for Consumer Studies, IIPA organized 10th Training of Train-

ers Programme for Heads and Members of VCOs/ NGOs in Consum-

er Protection and Welfare during July 26 -29, 2016. Shri. S.K. Virma-

ni, Project Manager, SCHKRMP took a session on

“Telecommunication and Consumer” on 27 July 2016. He shared

knowledge with the participants about frequent occurring problems in

Telecom Services and the Service Benchmarks as laid down by Telecom Regulatory Authority

of India. The participants were also explained of grievance handling mechanism in telecom

companies as per TRAI regulations.

Calls Received by Various State Helplines

State Wise Call Received Data July - September 2016

Sl. No. State Name July August September

1 ANDHRA PRADESH 1 1 0

2 BIHAR 16 13 2

3 GUJARAT 1137 1256 1878

4 HARYANA 402 391 384

5 HIMACHAL PRADESH 2 1 2

6 JHARKHAND 0 527 1190

7 MADHYA PRADESH 0 2 2

8 MAHARASHTRA 968 843 793

9 MIZORAM 1 2 0

10 ODISHA 0 1 2

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State Wise Call Received Data July - September 2016

Sl. No. State Name July August September

11 PUDUCHERRY 385 413 496

12 RAJASTHAN 1012 790 825

13 TAMIL NADU 1 2 2

14 TELANGANA 1395 1232 1215

15 TRIPURA 4 10 3

16 UTTAR PRADESH 241 250 181

17 WEST BENGAL 785 674 470

18 OTHERS 118 234 65

Total 6468 6642 7510

0% 0%

18%

6%

0%

0%

0%

15%

0%

0%6%

16%0%

22%

0% 4%

12%

2%

State wise calls ANDHRA PRADESH

BIHAR

GUJARAT

HARYANA

HIMACHAL PRADESH

JHARKHAND

MADHYA PRADESH

MAHARASHTRA

MIZORAM

ODISHA

PUDUCHERRY

RAJASTHAN

TAMIL NADU

TELANGANA

TRIPURA

UTTAR PRADESH

WEST BENGAL

OTHERS

Sector Wise Distribution of Calls

Sector Wise Data July 2016 –September 2016

Sl. No Industry Name July August September

1 AADHAAR CARD 31 20 19

2 ADVERTISEMENT 5 7 7

3 AIRLINES 8 20 11

4 BANKING 142 103 127

5 DOMESTIC APPLIANCES 268 273 349

6 E COMMERCE 184 179 184

7 EDUCATION 61 86 52

8 ELECTRICITY 116 101 97

9 FINANCE 250 50 71

10 FOOD AND BEVERAGES 16 16 20

11 FOOD AND SUPPLY 194 183 134

12 GAS LPG 126 100 87

13 INSURANCE 76 64 69

14 LEGAL METROLOGY 45 106 58

15 MEDICAL NEGLIGENCE 26 23 17

16 PETROLEUM LPG PNG CNG 116 103 108

17 POSTAL 20 46 35

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Sector Wise Data July 2016 –September 2016

Sl. No Industry Name July August September

18 PUBLIC DISTRIBUTION SYSTEM 1028 1207 2352

19 RAILWAYS 15 12 8

20 REAL ESTATE 128 118 103

21 TELECOM 265 391 297

22 TOURISM 16 25 12

23 TRANSPORT 14 28 40

24 OTHERS 3135 3307 3001

TOTAL 6285 6568 7258

0%

0%

0%

2%

4%3%

1%2%

4% 0%

3% 2%

1%1%

0%

2%

0%

16%

0%2%

4%

0%0%

50%

Sector Wise CallsAADHAAR CARDADVERTISEMENTAIRLINESBANKINGDOMESTIC APPLIANCESE COMMERCEEDUCATIONELECTRICITYFINANCEFOOD AND BEVERAGESFOOD AND SUPPLYGAS LPGINSURANCELEGAL METROLOGYMEDICAL NEGLIGENCEPETROLEUM LPG PNG CNGPOSTALPUBLIC DISTRIBUTION SYSTEMRAILWAYSREAL ESTATETELECOMTOURISMTRANSPORTOTHERS

Consumer Information

CARD PROTECTION PLAN:SHOULD YOU HAVE ONE {MAIL TODAY, 9 JULY 2016}

Mumbai : Banks have protection plans that can save the situation in case you lose your credit cards IT is human nature to stuff all the cards - be it be debit or credit cards, driving license or PAN – in a wallet which one carries around. And when such a wallet is found to be lost, it’s the procedural call that needs to be followed which proves to be a bigger nightmare. However, the turnout wouldn’t be so bad if one has subscribed to the card protection plans ( CPP) offered by banks. WHAT IS CPP? Simply put, it is a comprehensive card protection service in case of any loss, theft, fraud and oth-er related emergencies. Apart from credit and debit cards, banks have extended this service to safeguard the details of other important documents like PAN card, Aadhar card and several oth-ers essential documents. In short, this service is designed to come in handy in times of a crisis

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situation. Other than this, there are several other services provided to those who signup for this offering. However, all these plans come for a limited period of one year. Thereafter, it needs to be renewed every year as in the case of insurance. Currently, most of the banks offer upto three types of plan – Classic, Premium & Platinum.

SERVICES OFFERED

Banks, both public and private sector players, are offering nu-merous services under CPP. The benefits are almost standard-ized across all the players in the industry. However, the cost associated varies from Rs 1,245 to Rs 3,000, depending on the type of plan opted for. The plans vary on the basis of the number of individuals included in the plan. Broadly, the number of plan varies between two and three with inclusion classified as indi-vidual, individual+ spouse and individual+ spouse+ parents ( a total of four members). Depend-ing on the number of persons included, the pricing of the plan offered differs. Given below are the services available.

1. ONE CALL TO BLOCK ALL CARDS: In case there is a loss of card, all you need to do is call the dedicated toll free number and inform about the loss of card. From thereon, the bank would take the responsibility of calling the card issuer and getting it blocked.

2. EMERGENCY TRAVEL & HOTEL ASSISTANCE: The facility available under this head var-ies from bank to bank. So be careful to read the fine print. Some bank restrict this services only within India while few other banks help avail this service even overseas. While travelling within India or abroad, incase your wallet containing cards are lost, then CPP comes to your aid in settling hotel bills. Incase of case of travel tickets, the service ensures that you get a replacement ticket. The facilitation and cost aspect in terms of settling bills and mak-ing the necessary arrangement is taken care by the banks. But remember, there is a ceiling amount for each of these services.

3. EMERGENCY CASH ADVANCES: When stranded with no cash, due to loss of cards, cur-rency, CPP ensures emergency cash advance. Again, for most of the banks this facility is avail-able only when travelling within India. The money advanced should be paid back mostly within 28 days.

4. VALUABLE DOCUMENT REGISTRATION: In this facility, the bank allows you to register all the required details of important documents like driving license, passport, insurance policy doc-uments etc, that you want to be maintained safely. The data stored here is easily accessible as and when needed, at any time during the day. Along with this, banks allow mobile phone identi-fier ( IMEI) registration service as well such that incase of loss of phone, you can easily access this number to register complaint.

5. CARD REPLACEMENT & PASSPORT ASSISTANCE SERVICE: Apart from informing the banks and initiating blocking, incase of lost cards, individuals who opted for CPP service will be aided through the procedure of getting the lost card replaced. This service ensures that all the required paper work is formally completed as required with minimum hassle to the customer. Incase of PAN card, CPP will take care of the procedural requirement in order to get a new card issued, at no extra cost. When it comes to passport, if the loss is when travelling overseas, it is a given that the user will be left stranded due to lack of travel documents. In such situation, cer-tain banks will aid the traveler to notify the required authorities and also help in the process of getting a new passport issued in order to travel back home. Here too, it is necessary to read the fine print to understand the extent to which the bank comes into assistance. Most often, the dif-ferentiation comes to the basis of the plan option chosen.

6. SIM BLOCKING INCASE OF LOSS OF PHONE: In case of loss of mobile phone, CPP will take care of reaching out to the network provider and get the SIM blocked.

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7. FRAUD PROTECTION: As a part of the plan, the user is protected from fraudulent use of cards arising from theft or loss of card. The cover beings from upto 15 days prior to the loss re-port. The number of days aspect varies according to the bank. The instances of fraud covered mostly include PIN based frauds, phishing, skimming and counterfeiting. In case of SBI, fraud protection cover is for upto Rs 3 lakh per card.

SHOULD YOU GO FOR IT?

Given that credit and debit card already comes with limited liability on lost cards, it makes sense to go for these protection plans for convenience sake. Here too, only if you are a person juggling over three cards from different providers. Having such a plan ensures that you do not have to call each and every bank and get it blocked, which itself at times turns out to be very tedious procedure.

The other add-ons benefits make sense if you are a frequent traveler. Critically speaking, some of the benefits such as emergency cash advances, passport assistance incase of loss, emer-gency travel and hotel assistances are all covered in travel insurance. However, there is a cost attached to each of these services and as a result, the premiums may be tad higher. When com-pared to this, CPP comes across as a cost effective measure, that too only for a frequent travel-er.

The other notable benefit comes in instances of fraud, which is a notable plus. However, when it comes to claim settlement, which is a moment of truth for the customer, there is room for disap-pointment. Incase, if it found that the cause of fraudulent activity was a result of personal negli-gence, then there is fair chance of the claim being rejected.

Also, it is important to note that the services and their limits vary according to the plan chosen. Consequently, incase one opts for a basic plan; there may be instances when certain services, especially the ones available overseas, may not be offered. In a nutshell, go for it if you are a card junkie and a frequent traveler.

Legal Matter

When a telephone connection does not exist in the Complainant’s residence during a period there is no question of making any calls or paying any bills for the disconnected period. Meghalaya State Consumer Disputes Redressal Commission, Shilong in First Appeal No. 4 of 2009 of BSNL vs. Smt Betty Sebastian upheld the decision of District Forum in directing BSNL that the bills for the said period be written off by the Appellants. The complainant has applied for shifting of the landline connection in June 2006 and re-connected only in January 2008 on shifting to the new premises. BSNL raised the bills during this period which were not paid by the complainant. Due to non-payment of these bills, BSNL discon-nected the telephone connection on April 2008. Hon’ble State Commission having heard learned counsels from both sides and perusing the case records found that the submissions of the Appellants are only wishy-washy and without substance. The findings of the learned District Forum that the Complainant’s phone was disconnected for shifting purposes in June 2006 and re-connected only in January 2008 after 1 ½ years are clear and there is nothing on record to controvert the same. It is therefore obvious that when even a telephone connection did not exist in the Complainant’s residence dur-ing this period there was no question of her making any calls or paying any bills for this peri-od. The learned District Forum was therefore right in directing that the bills for the said period be written off by the Appellants. In view of the findings of the Forum, the opposite party BSNL was directed to pay com-pensation to the Complainant as follows: -

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Nature of Complaints received at State Consumer Helplines

ADVERTISEMENT OTHERS

GENERAL INFORMATION SEEKING

FRAUD AND CHEATING

UNETHICAL PROFESSIONAL PRACTICES

AUTOMOBILE FRAUD AND CHEATING

OTHERS

DEFECTIVE VEHICLE

PROBLEMS RELATING TO CAR PURCHASE WARRANTY AND EXTENDED WARRANTY

DELIVERY OF OLD MODEL VEHICLE

REPEATED PROBLEMS DESPITE REPAIR REPLACEMENT

DELAY IN PROVIDING VEHICLE DOCUMENTS

MILEAGE NOT GIVEN AS PER COMMITMENT

CHARGING IN GUARANTEE WARRANTY PERIOD FOR SPARES

MISLEADING ADVERTISEMENTS

GENERAL INFORMATION SEEKING

IMPROPER AFTER SALES SERVICE BY THE SERVICE STA-TION

FORCEFULLY TAKING AWAY VEHICLE WITHOUT DUE NO-TICE IN THE CASE OF NONPAYMENT OF AUTOLOANS

FINANCE BREACH OF CLIENT CONFIDENTIALITY

GENERAL ENQUIRY

FRAUD AND CHEATING

WHAT ARE THE OTHER CHARGES

CAN I REPAY MY LOAN EARLY

BANK STAFF IS VERY RUDE

FOOD AND SUPPLY RATION NOT DELIVER

FRAUD AND CHEATING

PROBLEM IN THE MAKING OF RATION CARD

ILLEGAL MAKING OF RATION CARD

GENERAL ENQUIRY OTHERS

(a) Payment for mental agony and harassment Rs. 10,000/- (b) Cost of the Petition Rs. 2000/- (c) Lawyer’s fee Rs. 3000/- While upholding the impugned order dated 28.11.2008 passed in Consumer Complaint No. 23 of 2008 by the Learned District Consumer Disputes Redressal Forum, Hon’ble State Commission imposed Rs. 5000/- (Rupees Five Thousand) as costs of appeal to be paid by the Appellants to the Respondent within 1 (one) month hereof, also hoping that this will help in mending their ways in future.

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FOOD SAFETY FOOD PRODUCTS WITH INFESTATION BEFORE EXPIRY

USE OF UNPERMITTED EXCESSIVE COLOURS IN FOOD ITEMS AND COATING OF VEGETABLES WITH GREEN COL-OUR

USE BY DATE BEST BEFORE EXPIRED PRODUCTS ON DIS-PLAY

POOR FOOD SAFETY AND HYGIENE STANDARDS AT THE FOOD ESTABLISHMENT SELLING OR DISPENSING FOOD ITEMS

FRAUD AND CHEATING

VITAL INFORMATION MISSING LIKE DATE OF PACKING BB EXPIRY BATCH NO. LOT NO. PRODUCT NAME ETC

INSURANCE AUTOMOBILE INSURANCE DELAY IN RECEIPT OF CLAIM

HEALTH INSURANCE OTHERS

FRAUD AND CHEATING

REFUSAL TO HONOUR CLAIM ON TIME

LIFE INSURANCE OTHERS

MY SETTLEMENT IS LESS THAN THE PROMISED AMOUNT

DELAY IN POLICY DELIVERY

HEALTH INSURANCE CLAIM REJECTED ON THE PRETEXT OF PREEXISTING DISEASES

AUTOMOBILE INSURANCE OTHERS

I HAVE A POLICY BUT THE LENDING ORGANISATION SEV-ERED RELATION WITH THE INSURANCE COMPANY AND THE LATTER DOES NOT RESPOND TO THE CLAIM

MY CLAIM IS DENIED .WHAT CAN I DO

AGENT IS GIVING MISLEADING INFORMATION ABOUT THE PREMIUM

DELAY IN MEDICLAIM DELIVERY

LIFE INSURANCE DELAY IN RECEIPT OF CLAIM

PERSONAL ACCIDENT INSURANCE OTHERS

TRAVEL INSURANCE OTHERS

WHERE DO YOU GET A CLAIM FORM

HOW DO I CLAIM

HEALTH INSURANCE UNSATISFACTORY REDRESSAL

MY CLAIM IS ACCEPTED BUT I DID NOT RECEIVE ANY COM-PENSATION

MEDICAL NEGLIGENCE MISBEHAVIOUR BY DOCTOR HOSPITAL STAFF

OTHERS

FRAUD AND CHEATING

LOSS OF ORGAN DUE TO WRONG TREATMENT

WRONG PART OF BODY OPERATED

GENERAL INFORMATION SEEKING

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WRONG DIAGNOSIS

DOCTOR PRESCRIPTION LEAD TO SIDE EFFECT

DISCHARGE SUMMARY NOT PROVIDED

AFTER TREATMENT GETTING PAIN AND THERE IS NO RE-SPONSE FROM CLINIC

NOT ATTENDING THE PATIENT REFUSAL TO ATTEND WITHOUT ANY FIRST AID

DOCTORS NOT PRESCRIBING GENERIC MEDICINES

POSTAL COURIER CONTENT OF THE PARCEL MISSING OR SHORT RE-CEIVED

COURIER OTHERS

POSTAL UNSATISFACTORY REDRESSAL

NON DELIVERY OR DELAY IN RECEIVING PARCELS

COURIER WRONG DELIVERY OF PARCEL

NON DELIVERY OR DELAY IN RECEIVING SPEED POST LETTERS

SPEED POST NOT DELIVERED

COURIER DELAY IN DELIVERY

COURIER MISSING OF PARCEL

POSTAL PACKET RECEIVED IN DAMAGED OR TEMPERED CON-DITION

POSTAL MISPLACEMENT OF POSTAL ARTICLES PACKETS MON-EY ORDERS ETC

POSTAL DELAYED SETTLEMENT OF CLAIMS ON MATURITY

PUBLIC DISTRIBUTION SYSTEM

OVERCHARGING FOR PUBLIC DISTRIBUTION SYSTEM RELATED

GENERAL INFORMATION SEEKING

NOT PROVIDING RATION

NAME NOT IN LIST

NO SUPPLY OR SUPPLY NOT ON TIME

COMPLAINT AGAINST SALESMAN

UNDER WEIGHING ALL ESSENTIAL COMMODITIES FOR PUBLIC DISTRIBUTION SYSTEM RELATED

DELAY IN CARRYING OUT CHANGE OF ADDRESS

SHOPKEEPER NOT PROVIDING RATION

DELAY IN ISSUE OF NEW RATION CARD

COMPLAINT RELATED TO COMMODITY

THE DEALER IS NOT OPENING THE SHOP REGULARLY

OTHERS

RAILWAYS NON REFUNDING ON TRAIN CANCELLATION OR WAIT LISTED TICKET CANCELLATION

TWO RESERVATIONS ON SAME SEAT

OTHERS

GENERAL INFORMATION SEEKING

INADEQUACY IN LACK OF SERVICE DURING TRAVEL

PROBLEMS IN GETTING REFUND OF VALUE OF TICKET

FRAUD AND CHEATING

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STATE CONSUMER HELPLINES

S t a t e C o n s u m e r H e l p l i n e K n o w l e d g e

R e s o u r c e M a n a g e m e n t P o r t a l

( S C H K R M P ) R o o m N o . – 7

I n d i a n I n s t i t u t e o f P u b l i c

A d m i n i s t r a t i o n ( I I P A )

I . P . E s t a t e , R i n g R o a d ,

N e w D e l h i - 1 1 0 0 0 2

P h o n e - ( 0 1 1 ) - 2 3 7 0 5 0 5 4 / 5 5

F a x - ( 0 1 1 ) - 2 3 7 0 5 0 5 4

E - M a i l I D - s c h k r m p . i i p a @ g m a i l . c o m

W E ’RE O N TH E WE B !

http://consumeradvice.in/

http://consumereducation.in/

The Department of Consumer Affairs, Govern-ment of India in partnership with the Centre for Consumer Studies, Indian Institute of Public Ad-ministration, New Delhi has set up a National Nodal Agency known as the State Consumer Helpline Knowledge Resource Manage-ment Portal (SCHKRMP).

The Knowledge Resource Management Portal will coordinate and monitor the activities of State Consume Helpline’s, (SCH) provide solutions and advisory services to these helplines, maintain knowledge and database, build capacity of the SCH’s personnel and provide for integration and convergence.

STATE CONSUM-

ER HELPLINES

HARYANA

MANIPUR

SIKKIM

GRAHAK SUVI-

DHA KENDRA

ANDHRA PRADESH 1800 -180 -2087 1800-345-3821 1800-345-3209,3236 BIHAR

1800-425-0082,2977 HIMACHAL PRADESH MIZORAM TAMIL NADU (0612)-2525222

ARUNACHAL PRADESH 1800 -180– 8026 1800 -231 -1792 044-28592828 GUJARAT

1800-345-3601 JHARKHAND NAGALAND TELANGANA (079)-27489945/46

ASSAM 1800-3456-598 1800-345-3701 1800-425-00333 KARNATAKA

1800-345-3611 KARNATAKA ODISHA TRIPURA 9711579585

BIHAR 1800-425-9339 1800-345-6724,6760 1800-345-3665 RAJASTHAN

1800 -345- 6188 KERALA PUDUCHERRY UTTAR PRADESH (0141) - 4015395

CHHATTISGARH 1800-425-1550 1800-425-1082,1083 1800-1800-300 WEST BENGAL

1800 -233 -3663 MADHYA PRADESH 1800-425-1084,1085 UTTATAKHAND (033)-233-42786, 48786

GUJARAT 0755-2559778 / 155343 RAJASTHAN 1800-180-4188

1800-233-0222 MAHARASHTRA 1800 -180- 6030 WEST BENGAL

079-27489945 / 46 1800-2222-62 1800-345-2808

TOURISM PROMISED SERVICES NOT PROVIDED

FRAUD AND CHEATING

OTHERS

MISLEADING ADVERTISEMENT

UNSATISFACTORY REDRESSAL

NECEXTRA AMOUNT CHARGED

ESSARY ARRANGEMENT NOT PROVIDED