Voluntary Organization in Interest
of Consumer Education-VOICE
Presents
NCHMobiAPP /
JGJ-JAGO GRAHAK JAGO
(in Hindi)
Nomination for
mBillionth award 2013
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VOICE
13/05/13
NCHMobiAPP
CONCEPT: PAN INDIA consumers
help line to call and get
guidance and log in all kinds of
consumer complaints
CATEGORY: m-Governance
BY:
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VOICE/NCH
VOICE
13/05/13
INTRODUCTION
WHAT: NOMINATION mBillionth award 2013
FOR:
VODAFONE INDIA FOUNDATION IN ASSOCIATION with
DIGITAL EMPOWERMENT FOUNDATION (DEF)
PURPOSE: MOTIVATE AND ENCOURAGE INNOVATIONS IN MOBILE
CONTENT & SERVICES DELIVERY BENEFITING
COMMUNITIES
FOR WHOM: NON-GOVERNMENTAL / NOT- FOR-PROFIT
ORGANIZATION
THE INNOVATIONS TO BENEFIT THE SOCIETY AND
EMPOWER SOCIETAL NEEDS AT LARGE
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About VOICE
Voluntary Organization in Interest of Consumer Education
VOICE
Entity: NON-GOVERNMENT ORGANIZATION REGISTERED AS TRUST
Vintage:
Registered in 1986 as a Trust
First donation: LATE JUSTICE V.M. TARKUNDE,noted civil Rights’ activist
and
PROF. P.K. GHOSH, former Vice Chancellor North Bengal University
USP:
VOICE DOES NOT ACCEPT COMMERCIAL DONATIONS OR
ADVERTISEMENTS to maintain its independence
Promoted National Consumer Helpline (NCH) in 2005
Contd…
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About VOICE..Activities
Educating consumers through



THE MONTHLY MAGAZINE – CONSUMER VOICE
WORKSHOPS AND ROAD SHOWS
OUTREACH PROGRAM TO SCHOOLS, COLLEGES, RWAS ETC.
INTERACTION WITH OTHER CAGS/CONSUMER GROUPS THR’CCC
Consumer empowerment through COMPARATIVE TESTING OF PRODUCTS/SERVICES

COMPLAINTS REDRESSAL-NCH->

CONSUMER ADVICE ON PURCHASE OF PRODUCTS / SERVICES
Consumer movement ADVOCACY
 INVOLVEMENT IN POLICY MAKING WITH GOVT. / REGULATORS
 POLICY IMPLEMENTATION WATCH DOG
 INVOLVEMENT WITH INDUSTRY ON STANDARDS/GRIEVANCE
REDRESSAL
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National Consumer Helpline
…towards making a smart consumer
A Public Service project now supported by Union Ministry of Consumer
Affairs, Food and Public Distribution
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Organizational background


National Consumer Helpline (NCH), is a part of the “Jago Grahak
Jago” campaign and is being supported by the Union Ministry of
Consumer Affairs, Food and Public Distribution.
NCH is now managed by University of Delhi in the premises of
Delhi School of Economics.

NCH was started 8 years ago – on World Consumer Rights Day
i.e. 15th March 2005.

NCH has a toll free number 1800-11- 4000, 011-27006500
(normal call charges) sms number 8800939717 and website
www.nationalconsumerhelpline.in for consumers pan India to
call and get guidance and log in complaints.

Operate from 9:30 AM- to 5:30 PM, Monday to Saturday
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National Consumer Helpline
NCH
VISION
A Nation of awakened, empowered and responsible
consumers and socially and legally responsible
corporate.
MISSION
‘To provide telephonic advice, information
and guidance to empower Indian consumers and
persuade businesses to reorient their policies and
management systems to address consumer concerns
and grievances adopting world class standards’
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Three Tier approach

First Tier : Consumer is advised to
approach the concerned organization

Second Tier: If problem remains
unsolved within specified time frame,
then consumer is advised to approach
the regulatory authorities existing in
different sectors

Third Tier: As last option, consumer
advised to file case in consumer courts
Tier 1
Manufacturer/
service provider
Tier 2
Regulatory
Authority
Tier 3
Consumer Courts
NCH attempts to stop issues from escalating to consumer courts.
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Activities@ NCH
contd….

CALL HANDLING :
 Inbound
 Outbound
Since inception, 6,34, 092 cases till 30th April 2013

CUTTING EDGE TRAINING OF COUNSELORS- 30 minutes every morning
designated for training.

QUALITY ASSURANCE OF NCH SERVICE DELIVERY- Designated Quality
analyst & Sector in Charges audit recorded calls and give scores.

CONVERGENCE: A Unique co-operative approach to consumer complaint
redressal with manufacturers / service providers’ active co-operation and
consent.
204 Companies, including 67 companies which are online
Response percentage of complaints sent averages 78%

CONSUMER DETRIMENT : A major of impact of consumer complaints
vis-à-vis value of goods/services involved
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ACTIVITIES@ NCH

Socio – Economic Classification (SEC): SEC classification of fy callers
into different stratas, to give an insight into the profile of callers to NCH

NCH website –Consumer Portal - www.nationalconsumerhelpline.in
 Website hits – 1 Lac hits per month on an average
 facilitates a platform for the redressal of consumer complaints online.

Jagriti – Consumer awareness Programs:
 at Institutes in Delhi NCR
 Through Community Radio - DU and Jamia

National Workshop in Sept 2011 - ISO 10000 series - a world class
standard for complaint handling system & management
AND

NEW INITIATIVES :
NCHMobiAPP/JGJ-JAGO GRAHAK JAGO (in Hindi)
In process of developing Mobile application software for
consumer complaints and pre purchase guide.
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Why NCHMobiAPP / JGJ
Currently we reach about 12000 consumers per month
with available resources, technology and applications.
 Need to enhance this reach manifold in view of
increasing economic activity and consequential increase
in consumer grievances.
 Enhance reach by creating more channels of
communication
 Automate the process for quick response with reduced
manual intervention
Hence NCHMobiAPP / JGJ a Mobile based consumer
contact system to take advantage of vast connectivity

the mobiles offer.
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NCHMobiAPP/JGJ Process Flow

Registrationn
Log in
FAQ’s
Complaint
Management
Pre Purchase
Enquiry
New or
existing
Existing
FAQ’s
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NCHMobiAPP/JGJ Process Flow
1. Sector
2.Brand (search by
company)
3. Complaint Category
4. Complaint FOP
5.Minimum Info.
Parameters
5. Problem reported

Policy for response Offline
or online (decision to be
taken)
NCH can send complaint no.
after submission.(Decision
to be taken)
FAQ
’s
closed
Standard Q/A
template to be
made
Contd.
Display last 5
dockets (policy for
old data to be
decided)
status
Response can be
send as E-mail or
SMS
Preliminary
response can be
send with or
without Complaint
no.
Auto Response –logic
should be complaint
wise(decision to be
taken)
Auto
respo
nse
Proble
m
solved
FAQ
’s
Review and
response.(Proc
ess to be
defined)
closed
closed
FAQ
’s
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About NCHMobiAPP / JGJ
NCH Mobile APP Provides
you with Advise and
NCH
Mobile
Guidance
forAPP
yourProvides
consumer
you
with
Advise
and you
complaints and Inform
Guidance
your consumer
with best for
buy…
complaints and Inform you
with best buy…
Complaint management
Complaint management
Pre purchase
Enquiry
FAQs about NCH/APP
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3.4
DISCLAIMER
Please Note: - NCH is an advisory body and will not liable in any
case to resolve the
consumer grievances against any company / service providers.
NCH sole aim is “To
provide information, advice and guidance to empower Indian
consumers and persuade businesses to reorient their policy and
management systems to address consumer concerns and
grievances adopting world class standards.”
NCH mission is to provide its services and supports consumers via
Mobile Software app by Guiding consumers in finding solutions to
problems related to Products & Services.
Providing information related to Companies and Regulatory
Authorities.
Facilitating consumers in filing complaints against defaulting Service
Providers
Empowering consumers to use available Consumer Grievances
Redressal. Mechanisms, Educating Consumers about their Rights
and Responsibilities.
NCH will not market or not act as a media to advertise any 3rd Party
product and services. NCH is not the authorized body to provide the
resolution to your grievances against any product/ services. It shall
be our endeavor to forward the complaint to the concerned service
provider. The responsibility of the resolution of the complaints lies
with the service provider as per their internal grievance handling
system. The customer is advised to follow – up their complaints with
the concerned service provider. NCH will provide you the details of
the nodal officer of the service provider once you register your
grievance.
National Consumer Helpline
(If you are already registered, Please sign in )
Consumer ID
New Consumer Registration
(If you are new consumer, Please register)
Submit
Important to mention-180 days validity to
View complaints .
3.5
I Agree
DELIVERABLES



This M-App will work on Smart/feature phones
Tablets with all popular mobile O.S like
Android, iOS, Symbian, Windows etc.
Will be available for free download from all
popular App stores / our websites etc.
Thr’ this APP consumers can register with us,
lodge their grievance and get advise as to how
to solve them for a product / service.
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DELIVERABLES





contd…
Grievances already lodged with NCH can be
reviewed to get further advice as their
redressal process progresses.
Service delivery to the consumers on a PanIndia basis on mobile devices thr’ this APPConsumer education/empowerment
Advice on how to get these complaints
resolved in a systematic and effective manner
Reach to all consumers of all classes and all
locations
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PROJECT IMPACT ASSESEMENT




At full maturity expect to cover 1 % of mobile
users - meaning 20,000 contacts per day.
Reach every corner of India -mobile network
covers almost 95% of Indian population
To every strata of population.
The APP/system capabilities can be exploited
to engage / create large body of activists for
all issues / larger consumer goals of
environment sustainability and Human
Development issues
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PROJECT IMPACT ASSESEMENT
Contd…





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Providing continuous consumer education
Real-time updates on consumer issues
Faster redressal of grievances
Engage manufacturers and service
providers with consumers for better
understanding and healthier buyer/seller
environment
Engage policy makers along with
consumers in improving policy environment
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FURTHER DEVELOPMENTS

Use of other Indian and International
languages

IVR capabilities

Continuous consumer engagement

Additional consumer services like

Best buy advice

Rural issues like agriculture

Human development issues
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LIMITATIONS AND ANTICIPATED
CHALLENGES






Making consumers appreciate that it is only an
advisory service, cannot solve their problem
Creating auto-response database
Concept marketing in Indian context
Developing application suited to rural audience
for basic phones
Developing applications in different Indian
languages / scripts
Taking into account cultural differences vis-àvis functionalities
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SUSTAINABILITY
Sustainability:

It was always conceived to be a public service project
with grants from Government and donations. It has
been successfully running for 8 years and we do not
foresee any problems in its continuation.
Scalability:


Current process has limited scalability as it is
dependent on voice calls and broadband connectivity.
With this proposed mobile APP scalability is almost
unlimited, limited only by the spread of mobile network
and our capacity to manage.
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Why NCHMobiAPP
is a winning entry?








Meets motive of this award of Vodafone/ DEF
Innovation in mobile content / service delivery
VOICE is a Non-Governmental / Not- for-profit
Organization
Project empowers societal needs at large
Reach all geographies and every strata of population
Even reach non-English speaking populace
Promote manufacturer / service provider with better
and consumer friendly products / services
Promote public engagement for common good
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GRANT UTILIZATION




Complete developing the application to start
with in English and Hindi.
The application targeted in the initial phase is
two fold namely for smart/feature phones and
for basic phones.
Simultaneously the grant will also be utilized
for re-modeling the data to suit a mobile
browser based application and automated
responses.
Mobile App launch costs
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Contacts
Ashim Sanyal
Hemant Upadhyay
COO & Secretary
Advisor-IT & Telecom
coo@consumer-voice.org
hupadhyay@consumer-voice.org
Ph: +91 9350998460
PH: +91 9811101961
Consumer Voice / VOICE
O-45, Ring Road, Lajpat Nagar-II, New Delhi110024
Ph. 011-47331025, Fax: 011-29849081
www.consumer-voice.org
http://www.consumer-voice.org/voice_videos.aspx
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