National Consumer Helpline Disposes Of 1,41,037 Complaints In Five Months

A total of 1,80,920 complaints were received through the National Consumer Helpline (NCH) during the last five months, and out of these 1,41,037 complaints were disposed of.

During the period from February to June 2017, the NCH registered 30,587 complaints pertaining to e-commerce, which is the highest number of complaints in a sector, contributing to 17% of total complaints registered in the period i.e., 1,80,920.

On receipt of complaints, NCH refers the complaints to the companies for redressal. In some cases, consumers are advised to file complaints in the Consumer Forum for redressal.

During 2016-17, the NCH received 188 complaints from consumers where they have been asked to pay Service Charge by restaurants/ hotels.

The complaints are taken up with the hotels and restaurants concerned.

The Department of Consumer Affairs had issued guidelines on April 21, 2017, on fair trade practices related to charging of service charge from consumers by hotels/ restaurants.

As per these guidelines, the bill presented to the customer may clearly display that service charge is voluntary, and the service charge column of the bill may be left blank for the customer to fill up before making payment.

A customer is entitled to exercise his/her rights as a consumer, to be heard and redressed under provisions of the Act, in case of unfair/ restrictive trade practices, and can approach a Consumer Disputes Redressal Commission/ Forum of appropriate jurisdiction.

The NCH was established on March 15, 2005, and can be contacted by consumers pan India on toll-free number 1800-11-4000, short code 14404, or viaSMS on +91-8130009809, or on the website www.consumerhelpline.gov.in, or through the Consumer App, e-mail, letters, walk-ins and fax.

The NCH, besides taking up the consumer grievances with the companies/regulatory bodies concerned, guides the consumers in finding solutions to problems related to products and services, provides information related to companies and regulatory authorities, facilitates consumers in filing complaints against defaulting service providers, empowers consumers to use available consumer grievances redressal mechanisms, and educates consumers about their rights and responsibilities.