The Department of Consumer Affairs, Government of India runs a National Consumer Helpline (NCH) with a toll free no. 1800-11-4000 (short-code 14404) to attend to the consumer grievances.
National Consumer Helpline supports consumers by:
i. Guiding consumers in finding solutions to problems related to products and services.
ii. Providing information related to companies and regulatory authorities.
iii. Facilitating consumers in filing complaints against defaulting service providers
iv. Empowering consumers to use available consumer grievance redress mechanisms and educating consumers about their rights and responsibilities.
Consumers from all over the country can access the toll-free number or short code and seek telephonic counselling for problems that they face as consumers relating to various sectors. The service is available in English and Hindi.
Consumer can contact NCH through multiple modes like calling on toll-free numbers, by SMS, online, e-mail and letters by Post. It has partnered with about 650 “Convergence” companies for expeditious complaint resolution, as an alternate dispute redressal mechanism. A 3-tier approach of (a) providing a platform to escalate complaints to companies for redress and resolution, (b) if problem remains unresolved for a specified time frame, consumers are advised to approach regulatory authorities if existing in the sector and (c) As a last option, the consumer is advised by NCH to file case in consumer forum for complaint resolution.
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