Lok Sabha Question No. 3133 (UNSTARRED), answered on 2017-03-21
Subject: Toll-free Helpline Numbers
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: CHANDU LAL SAHU, OM BIRLA, RANJEET RANJAN, CHANDRA PRAKASH JOSHI

## Government of India

## Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO. 3133

TO BE ANSWERED ON 21.03.2017

## TOLL-FREE HELPLINE NUMBERS

## 3133.   SHRI CHANDU LAL SAHU: SHRI OM BIRLA: SHRIMATI RANJEET RANJAN: SHRI CHANDRA PRAKASH JOSHI:

## Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h be pleased to state:

- (a) whether for redressal of consumer complaints, the Government has introduced 49 helplines through which consumers can register their complaints on Mobile Phones from anywhere, if so,  the  total  number  of  complaints  received  so  far  through  these  helplines  along  with  the action taken thereon;
- (b) whether  the  Government  proposes  to  increase  the  number  of  said  helplines  and  if  so,  the details thereof along with the names of States where these helplines are working at present;
- (c) whether the Government has taken note of the observation of the Standing Committee that toll-free helpline numbers are not helpful in solving the day to day problems being faced by the consumers and that such toll-free numbers are usually not responsive to the needs of the users and most of the time calls on such numbers go unattended to by the authorities, if so, the reasons for the prevailing situation and the steps taken by the Government to punish the authorities responsible for neglect;
- (d) the steps taken by the Government to streamline the functioning of these helpline numbers so as to make them functional in the interest of the consumers; and
- (e) whether the Government proposes to modernise the consumer courts and if so, the details thereof along with the expenditure likely to be incurred thereon?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h ¼Jh lh- vkj- pkS/kjh½

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI C. R. CHAUDHARY)

(a)  to (e) : The Department of Consumer Affairs runs a National Consumer Helpline (NCH) with a toll free number 1800-11-4000 and a short code 14404. The number of Desks of this helpline has been increased  from  14  to  60.  The  Department  has  also  launched  an  integrated  Grievance  Redressal  portal 'INGRAM' to enable consumers to lodge their grievances. In addition, a mobile application 'Consumer' has also been launched enabling consumers to lodge their complaints through this App. During 2016, 245867 numbers of complaints were received in the NCH. The complaints received through the NCH are forwarded  to  the  Ministries/Departments  concerned,  Regulators  concerned  and  the  companies  for redressal and NCH monitors the progress from the backend. In addition, the Helpline has also entered into  MoUs with Companies under convergence programme, through which NCH closely monitors the dispute redressal process in collaboration with designated nodal officers of the Companies. In the year 2016, 86106 complaints pertained to the convergence companies out which 64806 have been partially/ fully resolved.

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