Lok Sabha Question No. 249 (UNSTARRED), answered on 2015-12-01
Subject: Consumer Campaigns
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: ANURAG SINGH THAKUR

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

## LOKSABHA

## UNSTARRED QUESTION NO. 249 TO BE ANSWERED ON 01.12.2015

## CONSUMER CAMPAIGNS

## 249. SHRI ANURAG SINGH THAKUR:

## Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION .,-,\iTlq ..... ·SOfrT:) Cfd::r=rT1 ~, ~ 3i'R mcf\il~if> f<ld,<ol "Jj~ be pleased to state:

- (a) whether there has been a decrease in the amount spent and number of campaigns undertaken for consumer awareness during the recent years and if so, the reasons therefor;
- (b) if not, the details of the amount spent, media and State-wise;
- (c) the number of complaints received and those resolved by the National Consumer Helpline, during the last three years, State-wise; and
- (d) the reasons for failure to resolve all the complaints?

## ANSWER

## ~CffiT ~, ~ 3i'R til cf\il ~ if> f<ld ,<0 I ll?ll clll "Jj~ (J5fi "Wl f<lclift qIftq 1""1)

## THE MINISTER FOR CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI RAM VILAS PASW AN)

(a) & (b) : No Madam, The expenditure incurred on consumer awareness campaign during the last 3 years as mentioned in the table below indicates an increase in the amount spent by Department of Consumer Affairs towards consumer awareness:

|   S.No. | Year    |   Expenditure (in crores) | Expenditure (in crores)   |
|---------|---------|---------------------------|---------------------------|
|       1 | 2012-13 |                     66.46 |                           |
|       2 | 2013-14 |                     68.07 |                           |
|       3 | 2014-15 |                     76.42 | (Provisional)             |

The "Jago Grahak Jago" Consumer Awareness Campaign has been carried out on all india basis through various media like Newspapers, Magazines, All India Radio, Doordarshan, C&S Channel, Community Radio, Website, SMS, Digital Cinema, Pvt. FM Channel, Interactive Railway Enquiry Service, Bus Panel, Bus Queue Shelter, Display Board at Railway Stationsl Metro etc.

(c) The details of number of complaints received, resolved by the National Consumer Helpline, during the last three years, State-wise at Annexure.

(d) National Consumer Helpline is mandated to advise, guide and provide information to consumers via telephone, so that the consumer can follow the guidance given and take the necessary steps in getting his complaint resolved. However, for those companies who volunteer to partner with NCH under the Convergence initiative, in addition to guiding the complainant, NCH escalates the" complaints to them, and they address/redress these complaints as per their own internal grievance handling system. There are 200 companies in the convergence initiative.

*****

## ANNEXURE

## STATEMENT REFERRED IN REPLY TO PART (c) OF LOK SABHA UNSTARRED QUESTION NO.249 FOR 01.12.2015 REGARDING CONSUMER CAMPAIGNS.

| Year                                                         | Year                                                         | Complaints received                                          | Closed after advice and Resolved by companies                | Closed after advice and Resolved by companies                |
|--------------------------------------------------------------|--------------------------------------------------------------|--------------------------------------------------------------|--------------------------------------------------------------|--------------------------------------------------------------|
| Apr 2012-March 2013                                          | Apr 2012-March 2013                                          | guidance by NCH 62427 44749 17678                            | guidance by NCH 62427 44749 17678                            | guidance by NCH 62427 44749 17678                            |
| ~ 2013- March2014                                            | ~ 2013- March2014                                            | 58472                                                        | 38122 20350                                                  | 38122 20350                                                  |
| May 2014 - April 2015                                        | May 2014 - April 2015                                        | 67369 25401                                                  | 67369 25401                                                  | 67369 25401                                                  |
| State wise Complaints received at National Consumer Helpline | State wise Complaints received at National Consumer Helpline | State wise Complaints received at National Consumer Helpline | State wise Complaints received at National Consumer Helpline | State wise Complaints received at National Consumer Helpline |
| S. No.                                                       | State                                                        | April 20l2-March 2013                                        | April 2013-March 2014                                        | May 2014-April 2015                                          |
| 1                                                            | Delhi                                                        | 16147                                                        | 13613                                                        | 19553                                                        |
| 2                                                            | Uttar Pradesh                                                | 9526                                                         | 8872                                                         | 13367                                                        |
| 3                                                            | Maharashtra                                                  | 7688                                                         | 7246                                                         | 11292                                                        |
| 4                                                            | Haryana                                                      | 5152                                                         | 4358                                                         | 6265                                                         |
| 5                                                            | Rajasthan                                                    | 4348                                                         | 3759                                                         | 5405                                                         |
| 6                                                            | West Beng_al                                                 | 2487                                                         | 2918                                                         | 5273                                                         |
| 7                                                            | Bihar                                                        | 2418                                                         | 2305                                                         | 3709                                                         |
| 8                                                            | Gujarat                                                      | 3086                                                         | 2637                                                         | 4346                                                         |
| 9                                                            | Madhya Pradesh                                               | 2340                                                         | 2106                                                         | 3590                                                         |
| 10                                                           | Kamataka                                                     | 1311                                                         | 1956                                                         | 4971                                                         |
| 11                                                           | Punjab                                                       | 1844                                                         | 1804                                                         | 2497                                                         |
| 12                                                           | Tam iI nadu                                                  | 589                                                          | 948                                                          | 2215                                                         |
| 13                                                           | Andhra Pradesh                                               | 839                                                          | 1201                                                         | 2077                                                         |
| 14                                                           | Jharkhand                                                    | 877                                                          | 889                                                          | 1266                                                         |
| 15                                                           | Odisha                                                       | 870                                                          | 720                                                          | 1037                                                         |
| 16                                                           | Uttrakhand                                                   | 730                                                          | 625                                                          | 957                                                          |
| 17                                                           | Chhattisgarh                                                 | 447                                                          | 511                                                          | 947                                                          |
| 18                                                           | Jammu & Kashmir                                              | 359                                                          | 410                                                          | 678                                                          |
| 19                                                           | Assam                                                        | 241                                                          | 332                                                          | 625                                                          |
| 20                                                           | Himachal Pradesh                                             | 452                                                          | 396                                                          | 493                                                          |
| 21                                                           | Kerala                                                       | 259                                                          | 300                                                          | 835                                                          |
| 22                                                           | Chandigarh                                                   | 148                                                          | 230                                                          | 369                                                          |
| 23                                                           | Telangana                                                    | -                                                            | -                                                            | 402                                                          |
| 24                                                           | Goa                                                          | 115                                                          | 109                                                          | 192                                                          |
| 25                                                           | Tripura                                                      | 42                                                           | 43                                                           | 105                                                          |
| 26                                                           | MeghaJaya                                                    | 18                                                           | 34                                                           | 36                                                           |
| 27                                                           | Puducherr_y                                                  | 12                                                           | 18                                                           | 47                                                           |
| 28                                                           | Manipur                                                      | 7                                                            | 14                                                           | 31                                                           |
| 29                                                           | Nagaland                                                     | 5                                                            | 10                                                           | 26                                                           |
| 30                                                           | Arunachal Pradesh                                            | 2                                                            | 11                                                           | 18                                                           |
| 31                                                           | Dadra & Nagar Haveli                                         | 20                                                           | 28                                                           | 24                                                           |
| 32                                                           | Andaman Nicobar                                              | 10                                                           | 17                                                           | 29                                                           |
| 33                                                           | Sikkim                                                       | 12                                                           | 10                                                           | 24                                                           |
| 34                                                           | Daman&Diu                                                    | 17                                                           | 14                                                           | 15                                                           |
| 35                                                           | Mizoram                                                      | 3                                                            | 6                                                            | 7                                                            |
| 36                                                           | Lakshdweep                                                   | 1                                                            | 0                                                            | 3                                                            |
| 37                                                           | Not.Identified/ Abroad                                       | 5                                                            | 22                                                           | 44                                                           |
|                                                              | Grand Total                                                  | 62427                                                        | 58472                                                        | 92770                                                        |