Con­sumer com­plaints: Tele­com com­pa­nies top, e-com­merce sec­ond

Consumer Voice - - In The News -

E-com­merce web­sites of­fer­ing ser­vices such as on­line book­ings or pur­chase of prod­ucts have the sec­ond high­est share of con­sumer griev­ances, ac­cord­ing to the govern­ment’s cen­tral helpline num­ber. Griev­ances re­lat­ing to con­sumer prod­ucts have the high­est share of con­sumer griev­ances. Tele­com (par­tic­u­larly con­cern­ing data) is also a ma­jor con­cern.

PM Naren­dra Modi had last month, while in­ter­act­ing with sec­re­taries, noted how con­sumer com­plaints were pil­ing up against e-com­merce play­ers. He had asked the con­sumer af­fairs min­istry to iden­tify each com­pany against which there were fre­quent com­plaints and also to come up with a mech­a­nism to re­dress griev­ances. Ac­cord­ing to the last three months’ data (March–May) com­piled by the Na­tional Con­sumer Helpline (NCH), 21 per cent com­plaints re­lated to con­sumer prod­ucts, 18 per cent to e-com­merce, and 16 per cent to tele­com prod­ucts and ser­vices. Is­sues re­lat­ing to bank­ing had about five per cent share of the to­tal com­plaints re­ceived by NCH.

Ac­cord­ing to NCH data, nearly 56,000 calls were re­ceived be­tween March and May. Each at­ten­dant takes around 5 to 10 min­utes to guide a caller. Since there are only 14 lines, many call­ers have to wait for long.

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