The Alternative Grievance Redressal System
NCH is mandated to offer telephonic advice, information and guidance to consumers across the country. It has also been extending support to corporates – companies and service providers through its Convergence initiative. The participation of over 200 active companies/ organizations includes Banks, Consumer durables and Electronics, NBFCs, Insurance, Telecom, Electricity, Automobiles,E-Commerce etc.
Under the convergence model, which is an out of court dispute redressal mechanism, NCH partners with companies who have a proactive approach to efficient consumer complaint resolution. It shares with them the data of the complainants along with the complaints received at NCH related to their company, to facilitate free, fair and fast redressal through participative cooperation. Under Convergence process companies are expected to resolve/close the complaints by stating “a gist of the resolution” in the remarks column which is accessible to both - the consumer and NCH.Website Complaints are those which are directly assigned by consumer to that company and CRM complaints are those which are received at the toll free helpline and uploaded by NCH in a predefined frequency.
Thus, NCH acts as a bridge in building symbiotic synergies between consumers and service providers maintaining the confidentiality of consumer complaints within the specific company.
Why Convergence ?
• Win-Win situation for both Consumers as well as Companies/Service Providers.
Resolving consumer grievance cordially and expeditiously.
Knowing the Internal Consumer Redressal Mechanism within the company
• An opportunity for better Corporate Governance and Social Responsibility.
Need of Consumer Disputes to be redressed out of Consumer Courts.
*As per the three tier approach of grievance redressal mechanism followed at NCH, if a complaint is not resolved by the company up to the expectations of the complainant, NCH will advice and guide the consumer to approach a consumer forum, as that is the last option for the consumers.
Essentials for Convergence Process :
1. Identification of the Right person
The company has to identify a SPOC- Single point of contact who is a senior level employee, having decision making capability.
2.Registration on the NCH portal
When the company confirms that they are keen to partner with NCH, a Brand registration form has to be submitted. Thereafter, an authenticated User Name and Password is provided to the company for logging in to the portal forcomplaint redressal.
Complaints are uploaded to web portal, which the company can take up and resolve as per the company or industry norms, rules and regulations.Company SPOC must state clearly the action taken to resolve the complaint in
the remarks column. Feedback on the resolution provided by the company is taken from complainants on regular basis.
Contact details are mentioned in the Brand form.
NCH Brand form.
TERMS OF SERVICE..