On the request of the Govt. of Sikkim, NCH did a five day training programme for
the Sikkim State Consumer Helpline at their office in Gangtok during 7th to 11th
November 2011. This was a follow up training programme primarily to acquaint the
state helpline counselors with the NCH knowledge database.
Ms. Deepika Sur, Project
Manager and Mr. Sanjeev Talwar, Sr. Counsellor were deputed to provide in-depth
technical training related to call centre operations, the use of online NCH knowledge
database software (read only mode), Range of issues covered under Consumer Protection
Act and applicable answers for frequently occurring problems for each sector and
industry such as Telecom, Banking, Insurance, NBFC, Electricity, Public Distribution
System, LPG, RTI, Medical Negligence etc. were taken up.
Ms. Deepika Sur and Mr.
Sanjeev Talwar were welcomed by Mr. Mahesh Sharma, Assistant Controller and Mr.
C K Sharma, Deputy Controller, Weights & measures and the State Helpline Staff.
Mr. L. P. Pandey, Additional Secretary of the Department of Food Civil Supplies
and Consumer Protection was also present on the first day of the training. Initial
discussions were held with Mr. L. P. Pandey and Mr. C. K. Sharma regarding the State
Helpline functions and operations.
In the first four days, the training imparted was to the helpline staff. On the
last day – 11th Nov. 2011, participants also included the departmental staff. The
training was done by adopting an interactive approach using pre & post advice,
sector wise three tier grievance redressal mechanism, discussions, PowerPoint presentations,
group work activities group discussions etc.
The counselors were trained on all sectors – special focused training was taken
for the top five sectors for which complaints are received. An in-depth training
and knowledge of different aspects of the Consumer Protection Act was also given.
During the training period, NCH officials called on by Additional Secretary of Department
of Food and Consumer protection Mr. L. P. Pandey on 7th November 2011 and consequently
on 11th November in his office in the Weights & Measures, Food & Civil Supplies
office and Consumer Protection in Gangtok. Mr. C. K. Sharma, Deputy Controller of
Weights & Measures was also present in the meeting.
A feed back on the current status of the helpline was discussed. The meeting ended
on a warm note with a word of thanks by NCH, and it was decided that the proposal
of mutually agreed points will be sent to the Sikkim Government by NCH.
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