Consumer Voice :: Partners

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.

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.

Three-tier Approach

It advises consumers on dealing with problems related to defective products, deficiency in services and unfair trade practices. The Helpline follows a three-tier approach.

	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.
	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.
	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.

Co-operation from major consumer goods companies and service providers is expected.Co-operation from major consumer goods companies and service providers is expected.

Functions of NCH

National Consumer Helpline exists to support consumers by performing the following task:

	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.

Their Mission

“To provide telephonic advice, information 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 “

Their Vision

“ A Nation of awakened, empowered and responsible consumers and socially and legally responsible Corporations “

Natinal Consumer Helpline

Department of Commerce

Delhi School of Economics

University of Delhi

Delhi-110007

Toll Free No. 1800-11-1400

Web: www.consumerhelpline.in