Topic- Recent developments in Consumer Protection in IndiaRitu Kankra

B.Com (H) 6 semester

GRAHAK SUVIDHA KENDRA

National Consumer Helpline (NCH)

Citizen's Charters

GRAHAK SUVIDHA KENDRA Consumer Care GuidanceCenters (Grahak Suvidha Kendra) operating as ‘singlewindow’ are effective nodal points in raising theawareness on consumer rights through campaigns andsolving consumer problems.

The services which GSK Network can provide to consumersfocus on◦ Consumer -to-Business problems when buying products or availing

services, either in person or via distance purchases (mainly e-commerce),

◦ Provides information on Consumer rights and how to assert the rights◦ Build and maintain data and knowledge base on consumer issues of

the state◦ Advice and provide information to consumers who are having

problems with a company.◦ Inform consumers on alternative ways to deal with complaints if they

cannot be solved amicably with the trader/ service provider, e.g. ADRor a Court

Intervene in disputes where the consumer and trader are unable toreach a positive outcome through non advocates.

Co -operate with other agencies and networks, such as the Consumerhelplines, Mediation Centers and Consumer Fora.

Provides valuable input for the state government and DCA onconsumer policy issues. GSK will be in a unique position to know theeveryday/local concerns and problems of consumers and willincreasingly provide input to policy -makers at both National andState level.

If consumer is not satisfied with the outcome or response from thetrader/ service provider, the GSK may be able to help - on points oflaw, consumer entitlements and guidance on the next step. Theservice provided by the GSK is advisory - GSK may not have anyenforcement powers and cannot compel traders to take any action oraccept their point of view.

NATIONAL CONSUMER HELPLINE (NCH)

The National Consumer Helpline (NCH) is the grievanceredressed mechanism of the Department of ConsumerAffairs, Govt. of India, and operates from the IndianInstitute of Public Administration ( IIPA), New Delhi.NCH receives enquiries and grievances from consumersacross the country who face problems in their day-to-day dealings with business and service providers.

Alternate Dispute Redressal system (ADR): Guideconsumers on how to get their grievance redressed. Alsoforward complaints to 200+ convergence companies forresolution and redress, as per the policy of the company.

Information & Guidance: provide information toconsumers on products, services, company addresses,Ombudsman, Regulators and Consumer Forums.Counselors provide information as per the stage of thecomplaint – Tier1, 2 or 3. Information is also provided forstandards (Hallmark, ISI) and other services like RTI, PANcard, UIDAI, Financial Inclusion Programs etc.

Advocacy: Based on the analysis of data at NCH andtrends that show up, specific type of complaintsaffecting a large number of consumers is highlighted tothe specific organization and to DCA, and theinformation is shared with consumers on variousplatforms.

Empowering and education Consumers: about theirRight and Responsibilities.

First Tier: Consumer is advised to approach themanufacturer or service – provider.

Second Tier: If problem remains unsolved for aspecified time frame, the consumer is advised toapproach the Regulatory Authorities orAssociations existing in different sectors.

Third Tier: As the last option, consumer isadvised to file a complaint in the consumerforum.

To seek more information, advice and guidance onconsumer problems Contact : Toll Free No - 1800-11-4000 or Short Code - 14404 (All days - 09.30 AM to05.30 PM ) SMS can also be sent to +918130009809(charges apply) mentioning the name and city You canalso register your grievance through mobile application'UMANG' and 'NCH App' and website.www.consumerhelpline.gov.in

To make administration accountable and citizenfriendly.

To ensure transparency.

To take measures to improve customer service.

To adopt a stakeholder approach.

To save time of both Administration and the citizen.

The concept of Citizens' Charter protects the trustbetween the service provider and its users. Citizens'Charter was first expressed and implemented in theUnited Kingdom by the Conservative Government ofJohn Major in 1991 as a national programme with aimto constantly improve the quality of public services forthe people of the country so that these servicesrespond to the needs and wishes of the users.

Six principles of the Citizens' Charter movement asoriginally framed, were:

◦ Quality: Improving the quality of services.

◦ Choice: Wherever possible.

◦ Standards: Specify what to expect and how to act if standardsare not met.

◦ Value: For the taxpayers' money.

◦ Accountability: Individuals and Organisations.

◦ Transparency: Rules/ Procedures/ Schemes/Grievances.