National Consumer Helpline advises consumers on dealing with problems related to defective products, deficiency in services & unfair trade practices

What is National Consumer Helpline ?

“National Consumer Helpline” has been set in the University of Delhi with support from the Department of Consumer Affairs, Govt. of India and with financial assistance from Consumer Welfare Fund.

What do they do ?

It advises consumers on dealing with problems related to defective products, deficiency in services and unfair trade practices.

The project recognizes the need of consumers for a Telephone Helpline to deal with a host of problems arising in their day-to-day dealings with business and service providers.

It provides a Toll - Free number 1800-11-4000 (from MTNL & BSNL lines) where a citizen can call to seek information, advice or guidance for dealing with his consumer problems in the following sectors/products:
Service Sector: LPG, Electricity, Telecom, Banking, Insurance, Credit cards, Automobiles, Postal, Courier, water, Transport, Education and Medical etc.
Products: Domestic Home Appliances in the range of computers, handycam, Acs, Microwave, Television, Coolers, Fans, Washing Machines, Gas burner, Water Purifier, Mobile Phone, VCD/DVD/CD Player, Food Processor, Invertors and Shoes etc.

How do they function & what is their approach?

They do 4 things:
* Guiding consumers in finding solution to problem related to Products and Services.
* Providing consumers with all the desired information related to companies and Regulatory Authorities.
* Facilitating Consumers with all the steps involved in filing complaints against defaulting service provider.
* Empowering consumers to use Consumer Grievances redressal mechanism available to them.
* Developing the awareness among Consumers about their Rights and Responsibilities.

1. First the consumer is informed of his rights in a particular consumer problem and who s/he should approach in the concerned company or the organization.
2. If the problem remains unresolved s/he would be directed to take up the matter with industry level bodies or chambers of commerce, industry regulators (as they exist in sectors like insurance and banking) or Govt. officials who are in charge of the relevant industrial sector.
3. As a last resort, the consumers will be advised to take their case to consumer courts under the Consumers Protection Act. This helpline is designed to promote avenues of out of court settlement of consumer disputes and resultantly helps to reduce the burden on consumer courts.

TIPS for Consumers:
* Check all the details on the receipt
* Fill up the details properly when depositing cheques
* Look for ISI, Hallmark, Agmark, FPO logos
* Read Terms & Conditions carefully before applying for any scheme.
* Guarantee : A promise by one party to pay a debt or perform an obligation contracted by another if the original party fails to pay or perform according to a contract.
* Warranty: A promise, either written or implied, that the material and workmanship of a product are without defect or will meet a specified level of performance over a specified period of time. Written warranties on new homes are either backed by insurance companies or by the builders.
* Green Mark: Every package of Vegetarian Food shall bear the symbol in green colour on the principal display just close in proximity to name or brand name of the Food
* Brown Mark: Every package of Non-Vegetarian Food shall bear the following symbol on the principal display panel just close in proximity to the name of brand name of food
* BIS: The Bureau of Indian Standards, empowered through a legislative Act of the Indian Parliament, known as the Bureau of Indian Standards Act, 1986, operates a product certification scheme, and has till date granted more than 30 000 licences to manufacturers covering practically every industrial discipline from Agriculture to Textiles to Electronics. The certification allows the licensees to use the popular ISI Mark, which has become synonymous with Quality products for the Indian and neighbouring markets over the past more than 40 years. The Bureau's predecessor, the Indian Standards Institution began operating the product certification Scheme in 1955. Presently more than 17000 licences are in operation covering about 1100 products.

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to seek more information
, advice and guidance on consumer problems Contact from Mon to Sat, 09.30 AM to 05.30 PM on the given numbers:
011-27662955-58 (normal charges applied)
1800-11-4000 (National Toll Free Numbaer for BSNL & MTNL users)

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