Call drops among top issues worrying India’s consumers

NEW DELHI: Complaints relating to telecom sector, including call drops, is the second biggest concern of consumers, according to data provided by the National Consumer Helpline (NCH). While issues relating products seem to be the number one concern, problems regarding the e-commerce sector have emerged as the third major issue before the consumers.

The analysis of complaints and calls made to the consumer affair ministry's national helpline in July and August shows that over two in every 10 calls were regarding products bought by consumers. The complaints were largely regarding deficient or poor after sales service, defective product or replacement, charging for repair even during warranty period and unsatisfactory redress of grievances.

Purpose of call drops:

In the telecom sector, the major issues flagged by consumers were non-functioning internet or its slow speed, overcharging, unfair deductions, services barred and network problems. Further analysis of the consumer complaints show that call drop and network issues were about 6.5% during these two months. NCH executives said there had been no major change in the percentage of complaints received in the recent months.

"We may be receiving very few complaints regarding call drop since most of the consumers don't call up the helpline even when they face this problem everyday. The government has no proper mechanism to address this problem. So, people are not encouraged to lodge complaints. If it announces a proper policy with compensation mechanism, people will complain," said Suresh Misra, director of NCH and professor at Indian Institute of Public Administration (IIPA). NCH is run by IIPA on behalf of the consumer affairs ministry.

Source :Times Of India