Question : Redressal of Consumer Grievances

(a) whether the Government has set up a national helpline to resolve the grievances of consumers, if so, the details thereof;
(b) the total number of complaints received on the Government''s national helpline during the last three years, the details thereof;
(c) whether the said grievances of consumers were resolved, if so, the details of the number of grievances resolved and the complaints not resolved; and
(d) whether the Government has any plans to issue guidelines to companies urging them to focus on the quality of products, if so, the details thereof?

THE MINISTER OF STATE
CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
(SHRI DANVE RAOSAHEB DADARAO)

(a) : Yes, the Department has set up a ‘National Consumer Helpline (NCH), which provides telephonic advice, information and guidance to the consumers through its toll free number 1800-11-4000 and short code 14404. The grievances/complaints of the consumers are taken up by the NCH with the companies/regulators/Departments concerned for resolution.

(b) & (c) : The grievance received resolved and the complaints not resolved at National Consumer Helpline (NCH) during the last three years are as under:-


Financial Year Grievances Registered Grievances Redressed by Companies/Deptts/ Advice by NCH Grievances not responded by Companies/Deptt & Disposed by NCH with relevant Advice
12 Aug.2016-Mar.2017 1,84,757 1,22,396 62,361
April 2017-Mar.2018 3,98,113 3,06,359 91,754
April 2018-Mar.2019 4,79,451 373391 1,06,060

(d) : The Bureau of Indian Standards (BIS) has been set up under the Bureau of Indian Standards Act as the national standards body. The BIS undertakes the activity of standard information and carried out product certification for quality assurance.
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