Lok Sabha Question No. 1502 (UNSTARRED), answered on 2016-05-03
Subject: Consumer Helplines
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: PRATAPRAO GANPATRAO JADHAV, LAXMAN GILUWA, RAM TAHAL CHOUDHARY, RAMA DEVI

## Government of India

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

## LOK SABHA UNSTARRED QUESTION NO. 1502

TO BE ANSWERED ON 03.05.2016

## CONSUMER HELPLINES

1502.  SHRI PRATAPRAO JADHAV: (OIH) SHRI LAXMAN GILUWA: SHRI RAM TAHAL CHOUDHARY: SHRIMATI RAMA DEVI:

## 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 the consumer helpline have not been set-up in a number of States so far;
- (b) if so, the details thereof and the reasons therefor indicating the names of States where it is yet to be set up/ operationalised along with the corrective steps taken in this regard;
- (c) whether only a small percentage of complaints registered online and on helpline number have been cleared till date;
- (d) if  so,  the  details  thereof  and  the  reasons  therefor  indicating  the  number  of  such  complaints received and disposed off during the last three years, State-wise;
- (e) whether  any responsibilities  have  been  fixed  in  this  regard  if  so,  the  details  thereof  and  the action taken against those held responsible; and
- (f) the steps taken to minimise pendency of complaints?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=ky; ea=h ¼Jh jke foykl ikloku½

## THE MINISTER OF CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION

(SHRI RAM VILAS PASWAN)

(a) & (b) : Consumer helplines have not been set up in Andaman & Nicobar Island, Goa, Jammu & Kashmir, Lakshadweep, Meghalaya, NCT of Delhi, Punjab, and Chandigarh Administration.

Funds have been released under the plan scheme of 'State Consumer Helpline' to Andaman and Nicobar Island, Punjab, Meghalaya, Lakshadweep and Chandigarh Administration for setting up of State Consumer Helplines. The States of Goa, Jammu & Kashmir and NCT of Delhi have not asked for central assistance for setting up State  Consumer Helplines. These states have been asked to seek funds from the Central Government and to set up State Consumer helplines.

(c) to (f) : National Consumer Helpline and State Consumer Helpline provide telephonic advice, information,  guidance and grievance redressal procedure  to consumers relating to their complaints and  forward  their  complaints  to  companies  and  regulators  concerned  for  taking  necessary  action. National  Consumer  Helpline  has  tied  up  with  more  than  two  hundred  companies  as  part  of  its convergence programme for resolution of consumer complaints.

The details regarding complaints sent and responses received under convergence agreement for the period from April 2013 to March 2016 is given in Annexure I.

The details of the complaints received  in online  portal of State Consumer Helplines and the National Consumer Helpline given in Annexure II.

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## ORIGINAL IN HINDI

## STATEMENT REFERRED IN REPLY TO PARTS (c) TO (f) OF LOK SABHA UNSTARRED QUESTION NO.1502 FOR 3.05.2016 REGARDING CONSUMER HELPLINES.

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## Details of Complaints sent to convergence companies and their response

| Year                    |   Complaints sent to companies | Response received from Convergence companies ( Partial or otherwise)   |
|-------------------------|--------------------------------|------------------------------------------------------------------------|
| April 2013-March 2014   |                          21904 | 18270(83%)                                                             |
| May 2014 - March 2015 * |                          26954 | 21327 (79%)                                                            |
| Apr 2015-March 2016     |                          53185 | 42516 (80%)                                                            |

****

## STATEMENT REFERRED IN REPLY TO PARTS (c) TO (f) OF LOK SABHA UNSTARRED QUESTION NO.1502 FOR 3.05.2016 REGARDING CONSUMER HELPLINES.

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Details  of  Complaints  received  from  various  State  Consumer  Helplines  using  centralized  IT Portal during the last 3 years.

| Sl. No.   | State/ UT        |   2013 |   2014 |   2015 |
|-----------|------------------|--------|--------|--------|
| 1         | ANDHRA PRADESH   |      1 |    294 |      4 |
| 2         | ASSAM            |      6 |     40 |      6 |
| 3         | BIHAR            |    809 |   1195 |    457 |
| 4         | CHANDIGARH       |      0 |      0 |      5 |
| 5         | CHATTISGARH      |     12 |     57 |      9 |
| 6         | GUJARAT          |  15201 |  11473 |  11607 |
| 7         | HARYANA          |   1710 |   3871 |   3291 |
| 8         | HIMACHAL PRADESH |      0 |     53 |     88 |
| 9         | JHARKHAND        |      1 |     41 |      0 |
| 10        | KARNATAKA        |      2 |    329 |     20 |
| 11        | KERALA           |      0 |     59 |      3 |
| 12        | MADHYAPRADESH    |   3965 |   1954 |     19 |
| 13        | MAHARASHTRA      |   8365 |  13703 |  11178 |
| 14        | MIZORAM          |      0 |      1 |    417 |
| 15        | NCT DELHI        |     22 |    407 |     38 |
| 16        | ODISHA           |   3352 |   3444 |   6278 |
| 17        | PUNJAB           |     32 |    126 |      5 |
| 18        | PUDUCHERRY       |      0 |      2 |   2941 |
| 19        | RAJASTHAN        |     14 |   1679 |  10895 |
| 20        | TAMIL NADU       |    212 |    103 |   2026 |
| 21        | TELANGANA        |      0 |      2 |   2344 |
| 22        | TRIPURA          |      0 |      3 |     10 |
| 23        | UTTAR PRADESH    |      3 |   4738 |   2134 |
| 24        | UTTRAKHAND       |      0 |     51 |      0 |
| 25        | WEST BENGAL      |     21 |    365 |   1052 |
|           | Total            |  33728 |  43990 |  54827 |

## Details of the complaints received on National Consumer Helpline Portal

| State wise Calls received at National Consumer Helpline   | State wise Calls received at National Consumer Helpline   | State wise Calls received at National Consumer Helpline   | State wise Calls received at National Consumer Helpline   | State wise Calls received at National Consumer Helpline   |
|-----------------------------------------------------------|-----------------------------------------------------------|-----------------------------------------------------------|-----------------------------------------------------------|-----------------------------------------------------------|
| S.N o.                                                    | State                                                     | April 2013- May 2014                                      | May 2014 - March 2015 *                                   | April 2015- March 2016                                    |
| 1                                                         | DELHI                                                     | 23974                                                     | 29409                                                     | 29563                                                     |
| 2                                                         | UTTAR PRADESH                                             | 17412                                                     | 22575                                                     | 25388                                                     |
| 3                                                         | MAHARASHTRA                                               | 10938                                                     | 14961                                                     | 21696                                                     |
| 4                                                         | HARYANA                                                   | 7960                                                      | 9953                                                      | 10623                                                     |
| 5                                                         | RAJASTHAN                                                 | 6909                                                      | 8627                                                      | 9945                                                      |
| 6                                                         | WEST BENGAL                                               | 4530                                                      | 7930                                                      | 12096                                                     |
| 7                                                         | BIHAR                                                     | 4797                                                      | 7398                                                      | 7913                                                      |
| 8                                                         | GUJARAT                                                   | 4088                                                      | 6104                                                      | 8876                                                      |
| 9                                                         | MADHYAPRADESH                                             | 4007                                                      | 5632                                                      | 7617                                                      |
| 10                                                        | KARNATAKA                                                 | 2112                                                      | 5702                                                      | 8667                                                      |
| 11                                                        | PUNJAB                                                    | 3414                                                      | 3951                                                      | 4178                                                      |
| 12                                                        | TAMILNADU                                                 | 1055                                                      | 2893                                                      | 4277                                                      |
| 13                                                        | ANDHRA PRADESH                                            | 1371                                                      | 2431                                                      | 3400                                                      |
| 14                                                        | JHARKHAND                                                 | 1661                                                      | 2198                                                      | 2805                                                      |
| 15                                                        | ODISHA                                                    | 1205                                                      | 1688                                                      | 2530                                                      |
| 16                                                        | UTTRAKHAND                                                | 1089                                                      | 1572                                                      | 1933                                                      |
| 17                                                        | CHHATTISGARH                                              | 976                                                       | 1553                                                      | 2132                                                      |
| 18                                                        | JAMMU & KASHMIR                                           | 726                                                       | 1112                                                      | 1361                                                      |
| 19                                                        | ASSAM                                                     | 539                                                       | 947                                                       | 1522                                                      |
| 20                                                        | HIMACHAL PRADESH                                          | 790                                                       | 849                                                       | 1128                                                      |
| 21                                                        | KERALA                                                    | 333                                                       | 1039                                                      | 1536                                                      |
| 22                                                        | CHANDIGARH                                                | 281                                                       | 481                                                       | 563                                                       |
| 23                                                        | TELANGANA                                                 | 0                                                         | 495                                                       | 1582                                                      |
| 24                                                        | GOA                                                       | 181                                                       | 256                                                       | 329                                                       |
| 25                                                        | TRIPURA                                                   | 70                                                        | 176                                                       | 235                                                       |
| 26                                                        | MEGHALAYA                                                 | 47                                                        | 58                                                        | 92                                                        |
| 27                                                        | PUDUCHERRY                                                | 22                                                        | 49                                                        | 83                                                        |
| 28                                                        | MANIPUR                                                   | 16                                                        | 44                                                        | 62                                                        |
| 29                                                        | NAGALAND                                                  | 17                                                        | 44                                                        | 36                                                        |
| 30                                                        | ARUNACHAL PRADESH                                         | 14                                                        | 35                                                        | 55                                                        |
| 31                                                        | DADRA&NAGAR HAVELI                                        | 36                                                        | 35                                                        | 86                                                        |
| 32                                                        | ANDAMAN NICOBAR                                           | 28                                                        | 39                                                        | 25                                                        |
| 33                                                        | SIKKIM                                                    | 23                                                        | 41                                                        | 71                                                        |
| 34                                                        | DAMAN &DIU                                                | 29                                                        | 29                                                        | 58                                                        |
| 35                                                        | MIZORAM                                                   | 5                                                         | 8                                                         | 19                                                        |
| 36                                                        | LAKSHDWEEP                                                | 0                                                         | 4                                                         | 1                                                         |
| 37                                                        | Not Identified/ Abroad                                    | 5                                                         | 90                                                        | 75                                                        |
| Grand Total                                               | Grand Total                                               | 100660                                                    | 140408                                                    | 172558                                                    |

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