1

ACTIVITY REPORT FOR JUNE 2012

STATE CONSUMER HELPLINE 4TH FLOOR, EZHILAGAM,

CHENNAI – 600005 Phone: 044 044 044 044 -------- 28592828 28592828 28592828 28592828

e-mails : consumer@tn.gov.in,

schtamilnadu@gmail.com,

sch@tn.gov.in

Website: www.consumer.tn.gov.in

Mobile : 94 4546 4748, 72 9999 8002, 86 8001 8002, 72 0001 8001, 72 9900 8002, 86 8002 8003, 72 0004 8002

TANSSCOPE, Department of Civil Supplies & Consumer Protection.

Government of Tamil Nadu

2

Monthly activity report of June 2012, the 32nd

report of State Consumer Helpline Chennai is placed for

the judgment of our valued consumers. SCH is proud that

we are achieving the vision and goal we aimed at by

resolving the consumer’s grievances.

SCH sincerely struggles to improve the performance

during the days ahead for the service of the consumers.

The Activity Report reflects on the performance and the

achievements of SCH during June 2012.

SCH solicits the continued cooperation and patronage

from all stake holders and invites suggestions / positive

criticisms for improvement.

Yes,

SCH will collectively “MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN” in a better way. TNSCH Chennai

TANSSCOPE, Dept of CS&CP

Government of TamilNadu

Foreword

3

Contents

S. No Topics Page No.

1 Cumulative Analysis of Complaints 4

2 Cumulative – Sector wise Comparison 5

3 Analysis of complaints 6

4 Sector wise Analysis of Complaints 7

5 PDS Detailed Analysis 8

6 Products – sector wise break up 9

7 Services – sector wise break up 10

8 Daily call analysis 11

9 Visitors 12

10 Press Release 13

11 Appreciations / Responses 15

4

1. Cumulative Analysis of Tele Complaints :

(2/11/2009 to 30/06/2012)

YEAR ATTENDED *IVRS SMS /

Mobile calls

TOTAL CALLS

Nov, Dec ‘09 3646 6622 10268

Jan to Dec ‘10 28347 30897 59244

Jan to Dec ‘11 42547 34785 77332

Jan ‘12 5384 3209 11435 20028

Feb ‘12 4347 3239 2651 10237

Mar ‘12 4149 3425 16699 24273

Apr ‘12 4270 3786 2126 10182

May ‘12 3924 2088 1998 8010

Jun ‘12 3384 2063 1862 7309

TOTAL 103195 90114 36771 226883

*Interactive Voice Response System

5

2. Cumulative – Sector wise Comparison : (Tele Complaints, e-mail, SMS/Mobile calls and written complaints integrated by creating Docket numbers)

Non PDS

Year 1

IVRS on

PDS 2

Enquiry Call

3

PDS Docket

No. Created

4

5 (a) Services

5 (b) Products

5 ( c) Unrelated

5(a+b+c) Total

6

Total (2+3+4+5)

SMS/

Mobile Calls

7

Total ( 6+7)

2009 Nov, Dec 6622 1122 3893 758 152 217 1127 12764 0 12764

2010 Jan to Dec

30897 4188 15490 3929 671 891 5491 56066 0 56066

2011 Jan to Dec

34785 14758 24709 2550 675 537 3762 78014 0 78014

Jan 2012 3209 2924 2202 154 53 51 258 8593 11435 20028

Feb 2012 3239 2300 1653 270 52 72 394 7586 2651 10237

Mar 2012 3425 1601 2193 245 59 51 355 7574 16699 24273

Apr 2012 3786 2366 1490 287 73 54 414 8056 2126 10182

May 2012 2088 2142 1394 229 96 63 388 6012 1998 8010

June 2012 2063 1921 1160 157 97 49 303 5447 1862 7309

TOTAL 90114 33322 54184 8579 1928 1985 12492 190112 36771 226883

Resolved 90114 33322 46855 8555 1918 1985 12458 182749 36705 219454

Pending 0 0 7329 24 10 0 34 7363 66 7429

• IVRS Interactive Voice Response Systems

6

3. Analysis of complaints : Jun 12

Telephone & Mail Complaints

Type Number of complaints

received

Complaints resolved

Complaints forwarded &

pending

PDS 1160 189 971

NON PDS 303 271 32

Total 1463 460 1003

0

200

400

600

800

1000

1200

Number ofcomplaintsreceived

Complaintsresolved

Complaintsforwarded& pending

Analysis of complaints

PDS

NON PDS

7

4. Sector wise Analysis of Complaints : May 12

S. no Sector No. of Complaints (For which Docket Number created)

Percentage %

1 PDS 1160 79%

2 Products 97 7%

3 Services 157 11%

4 Unrelated 49 3%

5 Total 1463 100%

*Total Calls attended – Enquiry Calls = Docket No. created

3384 – 1921 = 1463

0

200

400

600

800

1000

1200

PD

S

Pro

duct

s

Ser

vice

s

Unr

elat

ed

Sector wise Analysis of Complaints

8

5. PDS Detailed Analysis : Jun 12

S. No

PDS Details

No. Of Complaints

1 Card Related 795

2 Shop Related 351

3 Others 14

Total 1160

PDS Detailed Analysis

Others

CardRelated

ShopRelated

9

6. Products – Sector wise break up : Jun 12 Product Nos Contd. Nos

Food Product 6 Modular Kitchen 1

Mobile 16 Inverter 8

Washing Machine 6 Car 3

Water Purifier 18 UPS 2

Air Conditioner 17 Laptop 1

Shoes 2 Vacum cleaner 1

Refrigerator 1 Audio CD 1

Battery 1 others 9

Monitor/ Computer 2 - -

Bike 2 Total 97

Products – Sector wise break up

0

2

4

6

8

10

12

14

16

18

20

Food P

roduct

Mobile

Wash

ing M

achine

Water P

urifie r

Air Cond

itione

rShoes

Refri g

erat o

r

Batte ry

Monito

r/ Com

put e

r Bi ke

Modula

r Kitc

hen

Inverte

rCar

UPS

Lapto

p

Vacum c

leaner

Audio

CD

others

10

7. Services – Sector wise break up : Jun 12 Services Nos Contd. Nos

LPG 40 Weights & Measures 4

Telecom 26 NBFC 1

Banking / Cr. Card 11 Food & Drug 1

Electricity 8 Medical Negligence 1

Transport 3 Legal 6

Insurance 8 Tour & Travels 5

Education 5 Dish TV (DTH) 3

Real Estate 11 Tablet (PC) 1

Packers & Movers 1 Cable 2

Postal 4 Others 11

Internet 5 Total 157

Services – Sector wise break up

0

5

10

15

20

25

30

35

40

45

LPG

Teleco

m

Bankin

g / C

r. Card

Electri

city

Transp

ort

Insura

nce

Educa

tion

Real E

state

Packe

rs &

Mov

ers

Postal

Inter

net

Weig

hts &

Meas

ures

NBFC

Food &

Dru

g

Medica

l Neg

ligen

ce

Legal

Bhara

t Matr

imon

y

Tour &

Tra

vels

Dish T

V (DTH)

Tablet

(PC)

Cable

Others

11

8. Daily Call analysis : Jun 12

Date IVRS Calls Attended Calls Total Calls

01/6/2012 50 94 144

02/6/2012 32 50 82

03/6/2012 SUNDAY

04/6/2012 277 78 355

05/6/2012 98 111 209

06/6/2012 56 151 207

07/6/2012 62 145 207 08/6/2012 128 118 246

09/6/2012 61 123 184

10/6/2012 SUNDAY

11/6/2012 76 185 261

12/6/2012 112 147 259 13/6/2012 76 139 215

14/6/2012 57 155 212

15/6/2012 65 155 220

16/6/2012 37 104 141 17/6/2012 SUNDAY

18/6/2012 75 135 210

19/6/2012 59 177 236 20/6/2012 45 186 231

21/6/2012 24 134 158

22/6/2012 49 133 182

23/6/2012 35 95 130

24/6/2012 SUNDAY

25/6/2012 59 208 267

26/6/2012 144 148 292

27/6/2012 138 134 272

28/6/2012 98 113 211

29/6/2012 102 103 205

30/6/2012 48 63 111 Total 2063 3384 5447

12

9. Visitors :

DATE NAME ADDRESS PURPOSE

07/06/12 M.Vasantha Periyar Nagar, Chennai- 82 Complaint Reg

18/06/12 P.Shivakumar Mylapore, Chennai-4 Complaint Reg

18/06/12 Bakthavashalam Kulathur, Chennai - 99 Complaint Reg

19/06/12 K.Raja Chittlapakkam, Chennai-64 Complaint Reg

13

10. Press Release:

14

15

11. Consumers’ Appreciations / Responses : SCH has received many acknowledgements and appreciation for the solutions we have provided in the month of June 2012.

Subject: Re: [Fwd: Re: [Fwd: Re: [Fwd: Re: Consumer Complaint Reg Ration Shop Docket Number:44215]]]

From: "Jawaharlal Radhakrishnan VN" <vnrjawaharlal@gmail.com> Date: Tue, June 12, 2012 1:11 pm

To: sch@tn.gov.in Dear sir As requested by Thasildhar, i contacted my ration s hop today in person and my grievances is completely solved. Thanks for our Thasildhar and our system for consumer protection. Thanks & regards

v n r jawaharlal

Subject: RE: Consumer Complaint Docket Number:45124 From: "Sundaresa" <guptha21989@gmail.com> Date: Tue, June 12, 2012 10:11 pm

To: sch@tn.gov.in Thanks for the effort you have made to resolve my i ssue.. They have resolved my issue on the very next business day I h ave sent a mail to you. Thanks and regards,

Sundaresa Guptha

16

Subject: Re: [Fwd: Complaint No.881515- IFB - Inordinate delay of 30 Days in Complaint Resolution and Absolute lack of response]

From: "Rajasekhar k" <akraja3@gmail.com> Date: Wed, June 13, 2012 7:41 am

To: sch@tn.gov.in

Sir, Thank you. The grievance has been addressed and the problem rectified.

Subject: Fwd: [Fwd: Pathetic service by chennai LG:] From: "Chirag Joshi" <chiragjoshi7@gmail.com> Date: Wed, June 13, 2012 10:20 pm

To: sch@tn.gov.in Dear Sir, Really nice to hear from you. The day we send the mail with the CC to consumer@tn.gov.in . The next day people from LG turned to our home and have taken the AC compressor to get it rectified. We are waiting to g et it back from LG in next 3 to 4 days. We really appreciate that there is someone to hear the needs of consumers. We are really obliged to receive your help. Thanks once again. Regards Chirag Joshi, 9884488771

Subject: [Fwd: APC INVERTER MOTHER BOARD REPLACED (PROBLEM SOLVED) BY E. MUNIYAPPAN

From: consumer@tn.gov.in Date: Mon, June 18, 2012 3:00 pm

To: sch@tn.gov.in Respected Sir, As per your order, MK TECK & APC COMPANY so lved my APC inverter problem (replaced Mother board) on 5.6 .12 and it is in working condition. my problem solved with your help . Thanking you Yours faithfully, E.Muniyappan

17

Subject: Re: Consumer Complaint Docket Number:43848 From: "Amudhalakshmi Ganesan" <g.amudhalakshmi@gmail.com> Date: Tue, June 19, 2012 10:51 am

To: sch@tn.gov.in Sir, Our inverter battery has been replaced and it is wo rking fine now.. Thanks a lot for your assistance and action in help ing us to get this done. We were completed frustrated earlier and now we fee l very happy that there is this sort of forum to help consumers like us.. Once again, Thanks a lot.. Regards, Amudha

Subject: Re: Consumer Complaint Docket Number:45141 From: "munuswamy srinivasan" <munuswamysrinivasan@yahoo.co.in> Date: Tue, June 26, 2012 7:46 pm

To: sch@tn.gov.in Dear sir, Here with I would like to thank for the suppor t you have provided to me during this issue. Finally with your support the problem has been resolved and I got back the new article for th e damaged one under the warranty. M.srinivasan

Subject: Re: [Fwd: RE:'IndusInd=010-831-299' Deutsche Bank has placed my name as defaulter in CIBIL]

From: "Naresh Mishra" <nareshmishra@yahoo.co.in> Date: Tue, June 26, 2012 2:45 pm

To: sch@tn.gov.in Thanks team, my problem is solved. Without your support it won't be possible

18

Subject: Re: Reminder Docket Number - 44692 From: "sai pragnesh" <saipragnesh@gmail.com> Date: Thu, June 28, 2012 4:30 pm

To: sch@tn.gov.in Dear sir, Thank you for your swift action Tata sky has re placed my old settop box with a new one today. Thanks & Regards, Sai Pragnesh.B 98408 89836

Subject: Re: Consumer Complaint Docket Number:43065

From: "Charles Elvis" <charleselv@gmail.com> Date: Wed, June 27, 2012 7:26 pm

To: sch@tn.gov.in Sir, Onida have changed the indoor unit and now the ac is in working condition Thanks very much for the help to get this resolved Regards Elvis

Subject: Re: [Fwd: Re: Reminder Docket Number - 44695]

From: "Ashok Kumar" <personal.ashok@gmail.com> Date: Fri, June 29, 2012 8:06 pm

To: sch@tn.gov.in Hi, Thanks for your timely support to get this issue ad dressed. After your prominent follow up, I received the service from Aq ua Pure Plus. Thanks again. Regards Ashok

19

20

21

22