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National
Consumer Helpline present Convergence for out of court settlement of consumer
grievances
NCH receives a large number of complaints over its widely advertised and publicized
Toll Free No 1800 11 4000, under the popular ‘Jago Grahak Jago’ campaign of the
Ministry.
Under the normal course we advise these
customers to approach Corporate/ Customer
care/ Supportive team and other lower tier officials and in the event of their remaining
unsatisfied, approach the higher tiers. Resorting to legal remedies however is suggested
as a
last resort only.
As a part of our Convergence initiative, for selected organizations who show their
willingness to join this initiative, we adopt the system of consolidating the complaints
received at NCH, which are systematically compiled and forwarded electronically
in MS Excel format to their nominated /designated official with full consumer particulars
captured at our end. These complaints are attended to by these organizations as
per their own redressal systems and a feedback is sent to the customer as well as
to NCH. NCH also obtains feedback from the customers, which is shared with the organizations.
The system essentially works as a two-way communication.
The Process
Step 1: Capturing of complaint data received on a pan-India basis at NCH and collating it on a sectoral/ company wise basis.
Step 2: Identification of nodal contact persons both at NCH and
Organization/ Company level who shall facilitate smooth and effective transmission
of data and feedback.
Step 3: Transmission of data by NCH to the company/organization.
This would include pertinent details like a) Docket No. generated at NCH b) Name
and address of the consumer c) Telephone number, email ID d) Name of the Company/Organization
e) Details of the problem /Complaint
Step 4: The complaint is addressed /redressed by the company/organization
as per their own redressal system and a feedback is sent to the consumer as also
to NCH. Step 5: Feedback from consumers through telephone/ letters/ faxes/email,
which is shared with the company/organization at nodal officer Level.
Online Complaint System at NCH Website
National Consumer Helpline has launched its web site with online complaint
handling system for providing an interface between consumers and brands / companies
under convergence with NCH which would facilitate the escalation and resolution
of the consumer complaints directly through the web.
This system provides a platform where consumers and companies can interact with
each other virtually. Complaints logged by consumers can directly be seen by the
companies and then companies can put their remarks and resolutions, which are accessible
to the consumers.
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Important Links...
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View Brand under NCH Convergence Process
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Online Complaint System at NCH Website
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NCH Convergence Mechanism Process
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Guidance for smart consumers
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Disclaimer
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