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Centre for Consumer Studies, IIPA 1

CENTRE FOR CONSUMER STUDIES INDIAN INSTITUTE OF PUBLIC ADMINISTRATION

Activity Report

(July 2015-May 2016) 1. Introduction

The Indian Institute of Public Administration, New Delhi has been working in

partnership with the Department of Consumer Affairs, GoI since 1992, in the quest

for realizing policy objectives, through training programmes, research studies,

seminars, publications and consultancy assignment. To further the mutually

beneficial relationship, the need was felt for providing permanency to the partnership

between the two organizations by way of creating a dedicated “Centre of Excellence”

for the cause of Consumers’ rights and interests’ protection and promotion. The

Institute submitted a proposal in 2006 to the DCA for setting up a Centre for

Consumer Studies at IIPA, which was considered and approved.

The MoU was signed on July 29, 2007 by the Joint Secretary, CA on behalf of

DCA, GoI, and the Director, IIPA on behalf of the IIPA initially for five years upto

June 2012 with a budget of Rs. 9.8 crores. To operationalise the Centre the DCA

through its Sanction Order No. O-11011/ 68/ 2005-CWF dated 30th March 2007

sanctioned the necessary funds to the Indian Institute of Public Administration

initially for the sanctioned period of five years. The Monitoring Committee under the

Chairmanship of Secretary (CA) further extended the period of the Centre by two

years upto June 2015.

In the Second Phase the Centre has been approved for a period of five years

from July 2015 to June 2020 with a total grant of Rs 15 crores vide Sanction letter

No. F.No.O-11011/68/2005 Vol III-CWF dated July 21, 2015. The MoU was signed

on October 30, 2015 by Ms. Bharti Das, Joint Secretary, CA, on behalf of DCA, GoI,

and Dr. T. Chatterjee, Director, IIPA on behalf of the IIPA. Under the MoU the Centre

will be managed by a Monitoring Committee under the Chairmanship of Secretary,

CA which will meet twice in a year.

This is the only Centre of its kind in the country dedicated exclusively for

protection of consumers’ right to education. The Centre has emerged as a “Centre


for Excellence” through its various

activities. The Centre operates within

the legal framework of the IIPA and the

policy directions of the Monitoring

Committee chaired by the Secretary,

CA, GoI. The role of the Centre is both

operational as well as promotional. The

activities of the Centre include capacity building of various stakeholders, seminars,

workshops, research, Consultancy Services, publications, documentation and

dissemination of information. The aim of the Centre is to promote consumer’s

interests and welfare.

The Centre has been recognized as a “think tank” and “Knowledge

Partner” of the DCA for research and policy related issues on consumer protection

and consumer welfare.

2. Aim The aim of the Centre is to perform, facilitate and promote better protection of

Consumers’ rights and interests with special reference to rural India.

3. Objectives

The objectives of the Centre are to:

conduct / facilitate in-depth action research in the area of consumer protection and consumer welfare;

organize and help other organizations in training of personnel engaged in administration and adjudication of consumer justice in the country;

network with the other institutions/ organisations, nationally and internationally, working for the cause of consumer rights protection;

organise seminars/ workshops/ conferences/ round tables on the contemporary issues relating to consumer protection;

sensitise trade and industry and the service providers to the requirements of the consumers, especially to alternative and informal mechanisms to resolve their complaints and redress their grievances;

create resource centre for future research and publish books/ monographs/ occasional papers to fill up existing knowledge gap; and

provide policy inputs to the Department of Consumer Affairs from time to time.


4. Activities of the Centre The Centre performs the following activities:

in-depth action research in the area of consumer protection and consumer

welfare with a special emphasis on rural areas;

training of personnel engaged in administration and adjudication of consumer justice in the country and the elected representatives of the local bodies;

networking with the other institutions/ organisations, nationally and internationally;

organise seminars/ workshops/ conferences/ round tables on the contemporary issues relating to consumer protection;

sensitize trade and industry and the service providers to the requirements of the consumers;

create resource centre for future research;

publish books/ monographs/ occasional papers to fill up existing knowledge gap; and provide policy inputs to the Department of Consumer Affairs from time to time.

5. Monitoring and Supervision

For the purpose of effective monitoring, advice and supervision of the

activities of the Centre, a Monitoring Committee has been constituted by the DCA.

The Monitoring Committee shall meet at least twice in a year and comprises of the

following:

1. Secretary, Department of Consumer Affairs - Chairperson 2. Director, IIPA - Member 3. Additional Secretary, DCA - Member 4. Additional Secretary & Financial Advisor, DCA - Member

5. Joint Secretary, DCA - Member 6. Chief Controller of Accounts, DCA - Member 7. Deputy Secretary (CWF) - Member-Secretary 8. Chair Professor, CCS, IIPA - Member 9. Consultant-IIPA - Member

The 9th Meeting of the Monitoring Committee was held on Feb 17, 2016 under

the Chairmanship of Shri, C. Vishwanath, Secretary (CA), Department of Consumer

Affairs, GoI.


6. Activities of the Centre during the period July 2015- May 2016

To achieve the aims and objectives, the Centre organized a variety of

programmes during the period from July 2015- May 2016. The Programmes are

categorised as follows:

1. Capacity Building Programmes

2. Research

3. Publication and Documentation

4. Advocacy and Promotional Activities

5. Others

The Work Plan of the Centre for July 2015-June 2016 was approved in the 8th

Meeting of the Monitoring Committee held on April 15, 2015. During the period the

Centre organised a total of 26 Capacity Building Programmes for various

stakeholders. The focus of the programmes was to build the capacity of these

stakeholders to administer the Consumer Protection Act, 1986, and also to educate

and enhance consumer awareness at various levels. Capacity building initiatives

during the period included Training Programmes, Workshops, Seminars and

Conferences. The Centre also conducted research studies and brought out a

number of publications and performed other promotional activities.

Measurable Outcomes

July 2015 – May 2016

1 Training Programmes/ Seminars/Workshop 26

2 Total Participants 2351

3 Research Projects undertaken 2

4 Publications 6

5 Paper Published 7

6 Promotional Activities 17


I. Capacity Building Activities (As approved in 8th Meeting of Monitoring Committee)

List of Capacity Building Training Programmes/ Seminars/ Workshops

(July 2015- May 2016)

Sl. No

Name of the Programme Dates Venue/ Place

No. of Participants

1. Seminar on Consumer Protection and Empowerment in Himachal Pradesh in collaboration with Government College of Teacher Education, Dharamshala, H.P.

July 13-14, 2015

Mandi Himachal Pradesh

61

2. 18th Training of Trainers Programme for the Faculty Members of training Institutions on Consumer Protection and Consumer Welfare

July 27-31, 2015

IIPA New Delhi

31

3. National Workshop on Consumer Protection and Empowerment in India in collaboration with G.T.N. Arts College, Dindigul

Aug. 20-21, 2015

Dindigul Tamil Nadu

133

4. 9th Training Programme for Coordinators and Advisors of State Consumer Helplines and Grahak Suvidha Kendra on Consumer Protection and Consumer Welfare

Aug. 24-26, 2015

IIPA New Delhi

35

5. 88th OTP for the presidents and Members of the Districts Consumer Forums (Madhya Pradesh & Chhattisgarh)

Aug. 31- Sept.4, 2015

IIPA New Delhi

28

6. Two Day Workshop on Consumer Protection and Consumer Welfare in collaboration with IIPA J&K Regional Branch(Madhya Pradesh, Assam & W.B)

Sept. 11-12, 2015

Srinagar J&K

123

7. 89th OTP for the Presidents and Members of the Districts Consumer Forums

Sept.14-18, 2015

IIPA New Delhi

27

8. National Seminar on Consumer Education in collaboration with Koneru Lakshmaiah College of Engineering, K. L. University, Guntur

Sept. 23-24, 2015

Guntur Andhra Pradesh

100

9. Inter School Competition on Consumer Awareness in collaboration with Rajkiya Pratibha Vikas Vidyalaya (RPVV), Thyagraj Nagar

Oct. 12 , 2015

New Delhi

83

10. Two Day National Seminar on Consumer Protection and Welfare in India in collaboration with Department of Public Administration, Swami Vivekanand Govt. College Ghumarwin, H.P.

Nov. 2-3, 2015

Bilaspur H.P.

143


11. Two Day National Seminar on Consumer Justice in Globalizing India: Challenges and Choices in collaboration with University of Kalyani

Nov. 19-20, 2015

West Bengal 165

12. Two Day Workshop on Consumer Protection and Empowerment in India in collaboration with Rajkot Saher Jilla Grahak Suraksha Mandal

Nov. 26-27, 2015

Junagarh Gujarat

351

13. Two-Day Seminar on Consumer Awareness and Consumer Welfare in Rural Colleges in collaboration with Sacred Heart College, T.N

Jan. 7-8, 2016

Tiruppattur, Vellore

Tamil Nadu

219

14. Three Days Consumer Awareness Camp at Holy Ganges Ghat, Magh Mela, Allahabad (Prayag) Uttar Pradesh

Jan. 30-Feb 1, 2016

Allahabad (U.P.)

115

15. National Seminar on Empowering Rural Consumer in Globalising India: The Problems, Strategies and Prospects in collaboration with The Cordia Group of Educational Institutes, Sanghol, Punjab

Feb. 05-06, 2016

Punjab

96

16. National Seminar on “Consumer Justice, Market and Globalization” in collaboration with Utkal University, Vani Vihar, Bhubaneswar, Odisha

Feb. 13-14, 2016

Bhubaneswar

Odisha

150

17. National Seminar on Consumer Protection: New Age Challenges in collaboration with NLU, Delhi

Feb. 19-20, 2016

Delhi 151

18. 90th OTP for the Presidents and Members of the Districts Consumer Forums (Maharashtra)

Feb. 22-26, 2016

IIPA, New Delhi

29

19. 9th Training of Trainers for Heads and Members of VCOs/NGOs in Consumer Protection and Welfare

March 7-11, 2016

IIPA, New Delhi

19

20. Workshop on World Consumer Rights’ Day on the theme Antibiotics off the Menu

March 15, 2016

IIPA New Delhi

66

21. 91st OTP for the Presidents and Members of the Districts Consumer Forums (Maharashtra)

March 28- April 01, 2016

IIPA New Delhi

30

22. 92nd OTP for the Presidents and Members

of the Districts Consumer Forums

(Maharashtra)

April 25-29,

2016

IIPA

New Delhi

24

23. 19th Training of Trainers Programme for

the Faculty Members of training

Institutions on Consumer Protection and

Consumer Welfare

May 16-20,

2016

IIPA

New Delhi

23


Activities to be organized in June 2016

II. Stream on Consumer Protection in 41st APPPA

The Stream on “Consumer Protection & Welfare: Law, Policies and

Implementation” was successfully completed in the 41st APPPA (Advanced

Professional Programme in Public Administration) a very prestigious programme of

IIPA, in the month of December 2015. Senior officials from various All India Services,

and defence forces participate in the programme. All the 43 officials participating in

the programme opted for the stream. It was a full stream with half credit and 10

sessions were devoted on various themes of consumer protection. The programme

has been received very well by the participants and all the participants have

appreciated the stream and its usefulness in daily life.

III. Rural Awareness Camp

The Centre organized a Three Day Rural Awareness Camp at Allahabad for

the benefit of Rural Consumers who participated in the Annual Magh Mela on the

24. Two Day Workshop on “Consumer

Protection and Consumer Welfare” for ITS

& BWS Group A Service Probationers

May 18-19,

2016

IIPA

New Delhi

25

25. Two Day Workshop on Consumer

Protection and Empowerment of

Panchayati Raj Institutions in collaboration

with Regional Training Centre Ghaziabad

of SIRD Lucknow

May 23-24,

2016

Ghaziabad

Uttar

Pradesh

81

26. Stream on Consumer Protection in 41st APPPA

Dec.2015-Jan. 2016

IIPA New Delhi

43

1. 10th Training Programme for Coordinators and Advisors of State Consumer Helplines and Grahak Suvidha Kendra on Consumer Protection and Consumer Welfare

June 7-9, 2016 IIPA New Delhi

2. Two Day Seminar on Consumer Protection and Empowerment for Govt. Officers, Helplines Counsellors and other Stakeholders in collaboration with IIPA and State Consumer Helpline, Puducherry

June 23-24, 2016 Puducherry


banks of Holy Ganges. During the Camp banners and posters were displayed,

awareness material was distributed and talks were delivered. The subjects ranged

from Consumer Protection Act, Redressal Mechanism, NCH, Food Adulteration, and

Services like Banking, Insurance, Medical, Health and Hygiene.

IV. Annual Poster / Painting Competition

To generate awareness on consumer issues among students, the Centre

organised a Inter-School Competition on Consumer Awareness in collaboration with

Rajkiya Pratibha Vikas Vidyalaya, Thyagraj Nagar, New Delhi (Delhi Government) on

October 12, 2015. The Poster Making Competition was organized for two level of

students i.e. Group A – Junior level (classes VII, VIII, IX) and Group B- Senior level

(classes X, XI, XII). Fifty- Eight schools from Delhi/ NCR participated in the Poster

Making and Slogan Writing Competition. The themes assigned to the groups were –

Junior Group – “Jago Grahak Jago” and “Consumer Rights” whereas the topics for

seniors were “Misleading Advertisements” and “Swatchh Bharat”. Based on the

posters prepared by the students the Diwali and New Year Greeting Cards and New

Year Consumer Awareness Calendar for wider dissemination of information have

been prepared.


V. Consultancy Services

The Centre has been providing support and consultancy services on the

issues relating to consumer protection and empowerment to various State

Governments/ Universities/ Organisations/ NGOs & VCOs. The Centre has been

providing support in capacity building activities, information dissemination etc.

Training Modules and Literature are shared with various State Governments and

Organisations. The Centre is working with a number of Universities towards

development of Curriculum for Courses on Consumer Protection.

1. Prepared the draft of Curriculum of Diploma Course on “Consumer Protection”

launched by U. P. Rajshree Tandon Open University, Allahabad.

2. Contributed to the formulation of Curriculum of Certificate Course on

Consumer Protection (CCP) by School of Law, IGNOU

3. Member Expert group to formulate Curriculum of Bachelor of Vocation (B.Voc)

in Consumer Studies, School of Vocational Education and Training, IGNOU.

4. The Centre prepared a blue print for Karnataka Government to set up a

Centre for Consumer Studies at IIPA Karnataka Regional Branch. IIPA

Karnataka Regional Branch has been given grant to operationalize the

Centre.

5. The Centre prepared a blue print for Puducherry government to set up

Consumer Helpline in collaboration with the IIPA Local Branch. The Helpline

operational now.

VI. Research Studies (Two)

1. Report on “Evaluation of Consumer Awareness Activities undertaken by Manav Vikas and Seva Sansthan, Lucknow

The Research Team of CCS/ IIPA visited the Blocks and Collected Data and

Information through Questionnaires, Discussions, Visits and Scanning of

records. Officers at the Block Level, NGOs of Lucknow, Members of District

Forum and State Commission were also contacted and discussion held. The

Report has been submitted to the Department.

2. A Study on the Problem of Adulteration and Contamination of Food, Sponsored by DCA

To assess the magnitude of problem of Food Adulteration and extent of


awareness among the consumers, the Centre has undertaken an

empirical study based on primary data.

The Study has been conducted in the following states:

i) Andhra Pradesh ii) Maharashtra iii) Assam iv) Uttar Pradesh

The field survey and data collection has been completed. The Report

preparation is in progress. The report will be submitted by June 2016.

VII. Publications

Books / Monographs The following books and monographs were published by the Centre during

the period and same were released on the occasion of National Consumer Day.

1. Upbhokta Margdarshika (Hindi) by Suresh Misra, G. N. Sreekumaran, and Sapna Chadah

2. Empowering Consumer-Pocket Handbook

3. Toys and Safety Regulations by Suresh Misra and Prateek Gupta

4. Safe Baby Food by Suresh Misra and Priyanka Dwivedi

5. Financial Services and Consumer – Mamta Pathania and S. K.Virmani

6. National Consumer Helpline – A Ready Reckoner by Deepika Sur and Sanjeev Talwar


7. In Progress:

i) Handbook on Mediation

ii) Legal Metrology and Consumer

8. Compendium on FAQs & Data Bank

The Centre has prepared a Compendium on FAQs on Various Sectors. These

are extensively used by the National and State Helpline to redress Consumer

Grievances. The Centre on regular basis updates its Sectoral Data Bank which is

used by various stakeholders/ NCH/ SCHs etc.

VIII. E-newsletters

The Centre brings out following e-newsletters for the benefit of various

stakeholders

o “Consumer Dialogue”- This e-Newsletter is quarterly. During the period e-Newsletter for three quarters- July- September, 2015 October-December, 2015 and Jan-March were prepared and uploaded on the website. The same were also emailed to various stakeholders and also to Members of Parliament.

o “Upbhokta Varta” - The Centre brings out e-newsletter in Hindi “Upbhokta Varta”. It is monthly e-newsletter which contains important news from consumer perspective and write-ups on consumer issues.

IX. Website

The website of the Centre www.consumereducation.in is

thoroughly updated and all latest information about the

Centre’s activities are regularly uploaded on the site. Very

useful information for consumers is also uploaded. The site

is very popular among various stakeholders. All the

publications and Reports of the Centre are available in

easily downloadable form on the website. The website is

also linked with DCA Website.


X. CCS on Facebook

The Centre is now using the social media to reach and educate

the young consumers. The information relating to the activities of

the Centre, important events and other useful information for the

consumers is shared on the Facebook. The Facebook page is

“Centre for Consumer Studies”.

XI. Awareness Activities

The Centre brought out Diwali and New Year Greeting Card for 2016 and

Consumer Awareness Calendar – 2016 based on the posters prepared by

school children with awareness message. The same was released by Hon’ble

Minister of Consumer Affairs.

National Consumer Helpline conceived, scripted and performed a ‘Nukkad

Natak’ at the Red Fort on 30th April 2016 between 5 PM to 6 PM on the

‘Heritage Places & Monuments’ under Swachh Bharat Pakhwada for the year

2016 -17


Exhibition cum Seminar-The Centre participated in the Exhibition cum

Seminar on “Food Safety and Consumer Empowerment” on May 17, 2016 at

Shri Krishna Memorial Hall, Patna. Consumer Awareness material in Hindi

was distributed to the participants. Besides this a number of Banners on

Consumer Issues were also displayed.

Two Pamphlets having information on Consumer Rights and Consumer Grievance Redressal Mechanism

Book mark with Consumer Protection Poem

Upbhokta Varta Newsletter for the month of April 2016

NCH Brochure

The Centre actively participated in the

National Consumer Day 2016 held at

Vigyan Bhawan organized by

Department of Consumer Affairs. The

Centre coordinated the programme of

the School Children who were

honoured on the occasion.


XII. Monitoring Activities of Grahak Suvidha Kendras (GSKs)

The Centre provides handholding support to GSKs and monitors their

activities on a day to day basis. Reports are compiled and sent to DCA on regular

basis. The Project Manager (SCHKRMP) Visited Patna GSK on July 18, 2016 to

review the activities. The report will be submitted shortly. The visit and review of

GSK at Bangalore and Kolkatta will be completed by June 15, 2016.

XIII. Comments on Proposal

The Centre provided comments on the following:

Proposal of CUTS Jaipur

Product Testing Reports of CONCERT Chennai

XIV. Membership of Various Committees

The faculty members of the Centre are actively associated with various

Committees of the Department of Consumer Affairs, GoI. They have been

contributing on policy issues through deliberations in these Committees.

1. Member, Central Consumer Protection Council.

2. Member, National Mirror Committee of COPOLCO, BIS, New Delhi

3. Member, Committee on Containment of Wastage of Food grains and Ostentatious Behaviour especially during Marriages/ Parties/ Functions, DCA

4. Member, Committee on Misleading Advertisements and Cheating of Consumers through the Money Circulation Schemes, DCA.

5. Member, Multi Media Advisory Committee for creating Consumer Awareness, DCA

6. Member, Script Committee for the consideration of Scripts for Audio-visual and Print Creatives on Consumer Awareness, DCA

7. Member, Empowered Committee for Creating Awareness, DCA, GoI

8. Member, Standing Committee to Harmonize Labeling Requirements on Packaged Commodity under Different Laws, DCA

9. Member, Central Monitoring Committee, ASCI Project

10. Member, Internal Quality Assurance Cell (IQAC), National Law Institute University, Bhopal

11. Member, Expert Committee for designing B.VoC Programme of 4 Credit Course on Consumer Studies , School of Vocational Education and Training, IGNOU


XV. Papers/Articles by CCS Faculty Members

1. Paper on “Consumer Protection in India: impact and Effectiveness of COPRA, 1986” by Prof Suresh Misra submitted to Rajshree Tandon Open University, Allahabad for Publication

2. Paper presented by Prof Misra on “National Consumer Helpline: Consumer Complaint Data Bank” in the Workshop on Big and Open Data: Data Science, Standards and Citation Attribution Practice, Nov. 5-6, 2015, INSA, New Delhi

3. Paper presented by Prof Misra on Consumer Grievance Redressal :The Role of NCH in Two Day National Seminar on Consumer Justice in Globalizing India: Challenges and Choices in collaboration with University of Kalyani, Nov. 19-20, 2015

4. “Bharat mein Mahila Sashaktikaran avam Baal Kalyaan : Khuch Sweat- Shyam Paksha” Lok Prashasan Vol. 7, No. 2 Special Issue on ‘Naari Sashaktikaran Avam Baal Kalyaan by Virendra Nath Mishra

5. Suresh Misra and Sapna Chadah prepared the Background paper on Decade of RTI Act: Towards Transparent Governance for the CIC Annual Convention, Oct. 16-17, 2015, Vigyan Bhawan, New Delhi

6. Suresh Misra & Sapna Chadah presented paper on “Food Safety and Consumer: Issues and Concerns” in the National Seminar on Empowering Rural Consumer in Globalising India: The Problems, Strategies and Prospects , the Cordia Group of Educational Institutes, Sanghol, Punjab on Feb. 05, 2016

7. Sanjeev Talwar presented paper on “Consumer Grievance Redressal: Role of NCH” at National Seminar on Empowering Rural Consumer in Globalising India: The Problems, Strategies and Prospects in collaboration with The Cordia Group of Educational Institutes, Sanghol, Punjab on Feb 6, 2016

XVI. Other Promotional Activities

1. Participated in Workshop on “Big and Open Data: Data Science, Standards and Citation Attribution Practice”, Nov. 5-6, 2015, INSA, New Delhi

2. Prof Suresh Misra delivered a talk on “Consumer Protection and Empowerment” on Oct. 23, 2015 at UP Rajshree Tandon Open University, Allahabad

3. Visit of students from Tagore International School to National Consumer Helpline and State Consumer Helplines Knowledge Resource Management Portal on 14th October 2015

4. Visit of students of Kamla Nehru College along with faculty Members of Commerce Department on 15th December 2015

5. Participated in National Conference of “Safe & Healthy Food: Combating Food Adulteration” by Department of Consumer Affairs in Vigyan Bhawan on


22nd December 2015 on the eve of National Consumer Day.

6. Session on “Consumer Welfare” by Prof Suresh Misra in 15th Foundation Training Programme for Scientists and Technologists on December 30, 2015

7. Two Sessions on “Consumer Protection: Law and Policy” by Dr. Sapna Chadah in CPWD Programme on Higher Administration and Legal Matter on December 14, 2015

8. Prof Suresh Misra delivered a special lecture on Globalisation, Good Governance and Consumer Protection on March 19, 2016 in the Department of Public Administration, Jaipur University.

9. Prof Suresh Misra delivered a Special lecture on Good Governance and Consumer Protection on Feb. 29, 2016 in the Department of Gandhian and Peace Studies, Panjab University

10. Prof Suresh Misra delivered a talk on Anti-biotics of the menu in a workshop organised by an NGO Dignity on the occasion of World Consumer Day on March 17, 2016, Safdarjung Enclave, New Delhi.

11. Session on “Consumer Grievance Redressal" by Dr Mamta Pathania in Know-India Programme (KIP), July, 2015

12. Session on “Consumer Protection Education and Awareness: Interesting Insights” by Dr Mamta Pathania in Four Week Foundation Training Programme for AEEs (Civil & Electrical) of CPWD from July 13 to August 7, 2015

13. Session on “Consumer Protection Education and Awareness: Interesting Insights” by Dr Mamta Pathania in Two Week Foundation Training Programme for Deputy Architects of CPWD on 15 September, 2015

14. Session on “Consumer Protection Education and Awareness: Interesting Insights” by Dr Mamta Pathania in Three Week Training Programme Foundation Training Programme for Trainee Assistant Executive Engineers (Civil & Electrical) of CPWD, IIPA, December 2015.

15. Session on “Consumer Protection: Education and Awareness” by Dr Mamta Pathania in the 15th Foundation Training Programme for the Scientist and Technologist sponsored by Department of Science and Technology, GoI, IIPA, Jan 2016

16. Sessions on “Housing and Consumer” and “Medical Negligence and Consumer” in 15th Foundation Training Programme for Scientists and Technologists in Jan. 2016

17. Session on “Challenges of Consumerism due to Globalization and Remedial Measures” by Dr Mamta Pathania at JIMS Engineering Management Technical Campus(JEMTEC),School of Law, Greater Noida on 18th March 2016


XVII. National Consumer Helpline

The Centre for Consumer Studies, IIPA, manages the National Consumer

Helpline, the flagship project of the Department of Consumer Affairs, Government of

India. NCH plays an active role in the area of consumer awareness and protection of

consumer rights as well as in various spheres of consumers’ welfare. The Project

recognizes the need of consumers for a Telephone Helpline to deal with a multitude

of problems arising in their day-to-day dealings with business and service providers.

NCH provides a National Toll Free No-1800-11-4000, a mobile number

+918130009809 (charges apply) to send an SMS as well as a complaint handling

module on the website – www.nationalconsumerhelpline.in to log in complaints. A

consumer can call to seek information, advice or guidance for queries and

complaints.

National Consumer Helpline supports consumers in the following ways:

Alternate Dispute Redressal system (ADR):

Guide consumers on ways to get their grievance redressed. Also forward

complaints to 200+ convergence companies for resolution and redress, as

per the policy of the individual company.

Information & Guidance:

Provide information to consumers on Products, Services, Company

addresses, Ombudsman, Regulators and Consumer Forums. Counsellors

provide information as per the stage of the complaint – Tier 1, 2 or 3.

Information is also provided for allied services like Hallmark, ISI, RTI, PAN

card, UIDAI, Financial Inclusion programs of the Government, etc.

Advocacy:

Analysis of data at NCH shows trends and specific type of complaints

affecting a large number of consumers. This is highlighted to the

organization/Companies and to the Department of Consumer Affairs, and the

information is also shared with consumers on various platforms.

Empowering Consumers:

There is a strong focus at NCH on building up awareness amongst

consumers about their Rights and Responsibilities, as per the Consumer

Protection Act, 1986.


During the period April 2015to March 2016 NCH received 172558 calls and

complaints. The Website hits were 517491.

XVIII. State Consumer Helpline Knowledge Resource Management Portal (SCHKRMP)

The Centre also manages the State Consumer Helpline Knowledge Resource

Management Portal (SCHKRMP). SCHKRMP coordinates and monitors the

activities of State Consume Helplines (SCHs), provide solutions and advisory

services to these helplines, maintain knowledge and database, capacity building of

the SCHs’ personnel and provide for integration and convergence. The portal strives

to ensure that all activities of the project are implemented; the IT platform is properly

used; SCHs are equipped with the necessary resources; conduct training for their

counsellors and to host a centralized IT system providing a common knowledge

database with frequently asked question and frequently occurring problems with their

solutions to handle complaints appropriately; complaint data received are analyzed;

and campaign themes are aligned to the overall objectives. The Knowledge

Resource Management Portal works in close coordination with various state

governments and other stakeholders. The Consumer Helplines using IT Portal are

now functioning in the States of Gujarat, Madhya Pradesh, Tamilnadu, Tripura,

Orissa, Bihar, Rajasthan, Telengana, Uttar Pradesh, Pondicherry, Mizoram,

Himachal Pradesh, Haryana, Gujarat, Tripura, West Bengal and Maharashtra. These


helplines have been funded by Department of Consumer Affairs, Govt. of India.

During the period July-December 2015, the Consumer Helplines across 25 States/

UTs have received 29081 calls from consumers seeking advise, guidance and

information.

Handholding Activities of the Portal

The Department of Food, Civil Supplies and Consumer Affairs, Government of

West Bengal has signed an agreement with IIPA to share IT Portal hosted at IIPA

servers for their consumer helpline. The State Consumer Helpline is now accessing

IT Portal at IIPA for knowledge database and using IT application to register

consumer grievances. The Consumers of West Bengal are able to seek advise,

guidance and information to redress their consumer problems and disputes through

toll free number 1800-345-2808. The Department of Food, Civil Supplies and

Consumer Affairs, Govt. of Jharkhand have signed an agreement with IIPA to share

IT Portal on 30th September 2015. The helpline will be sharing knowledge database

hosted on IT Portal and will be using IT application to register consumer grievances.

CCS/ IIPA provides backup services to 16 SCHs and has signed MoU with 23

State Governments to operationalize the State Helplines.

(Suresh Misra) Chair Professor & Coordinator Centre for Consumer Studies,

IIPA, New Delhi

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