Voluntary Organization in Interest of Consumer Education-VOICE Presents NCHMobiAPP / JGJ-JAGO GRAHAK JAGO (in Hindi) Nomination for mBillionth award 2013 HU/mBill pres 1 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: VOICE/NCH HU/mBill pres 2 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 HU/mBill pres 3 VOICE 13/05/13

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… HU/mBill pres 4 VOICE 13/05/13 About VOICE

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 HU/mBill pres 5 VOICE 13/05/13

National Consumer Helpline …towards making a smart consumer A Public Service project now supported by Union Ministry of Consumer Affairs, Food and Public Distribution HU/mBill pres 6 VOICE 13/05/13

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. 15 th March NCH has a toll free number , (normal call charges) sms number and website 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 HU/mBill pres 7 VOICE 13/05/13

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’ HU/mBill pres 8 VOICE 13/05/13

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 Manufacturer/ service provider Regulatory Authority Consumer Courts Tier 1 Tier 2 Tier 3 NCH attempts to stop issues from escalating to consumer courts. HU/mBill pres 9 VOICE 13/05/13

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 NCH contd…. HU/mBill pres 10 VOICE 13/05/13

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 - 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 ISO series - a world class standard for complaint handling system & management AND NEW INITIATIVES : NEW INITIATIVES : NCHMobiAPP/JGJ-JAGO GRAHAK JAGO (in Hindi) In process of developing Mobile application software for consumer complaints and pre purchase guide. NCH HU/mBill pres 11 VOICE 13/05/13

Why NCHMobiAPP / JGJ Currently we reach about 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. HU/mBill pres 12 VOICE 13/05/13

NCHMobiAPP/JGJ Process Flow HU/mBill pres 13 VOICE 13/05/13 Registrationn Log in FAQ’s Complaint Management Pre Purchase Enquiry New or existing FAQ’s Existing

NCHMobiAPP/JGJ Process Flow Contd. HU/mBill pres 14 VOICE 13/05/13 1. Sector 2.Brand (search by company) 3. Complaint Category 4. Complaint FOP 5.Minimum Info. Parameters 5. Problem reported Display last 5 dockets (policy for old data to be decided) Policy for response Offline or online (decision to be taken) status Auto respo nse closed Response can be send as or SMS Preliminary response can be send with or without Complaint no. Auto Response –logic should be complaint wise(decision to be taken) Proble m solved Standard Q/A template to be made Review and response.(Proc ess to be defined) closed NCH can send complaint no. after submission.(Decision to be taken) FAQ ’s

About NCHMobiAPP / JGJ HU/mBill pres 15 VOICE 13/05/13 NCH Mobile APP Provides you with Advise and Guidance for your consumer complaints and Inform you with best buy… Complaint management Pre purchase Enquiry Complaint management NCH Mobile APP Provides you with Advise and Guidance for your consumer complaints and Inform you with best buy… FAQs about NCH/APP

I Agree National Consumer Helpline (If you are already registered, Please sign in ) Consumer ID New Consumer Registration (If you are new consumer, Please register) Submit 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. 3.4 Important to mention-180 days validity to View complaints. 3.5

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. HU/mBill pres 17 VOICE 13/05/13

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 Pan- India basis on mobile devices thr’ this APP- Consumer 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 HU/mBill pres 18 VOICE 13/05/13

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 HU/mBill pres 19 VOICE 13/05/13

PROJECT IMPACT ASSESEMENT Contd… 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 HU/mBill pres 20 VOICE 13/05/13

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 HU/mBill pres 21 VOICE 13/05/13

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-à- vis functionalities HU/mBill pres 22 VOICE 13/05/13

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. HU/mBill pres 23 VOICE 13/05/13

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 HU/mBill pres 24 VOICE 13/05/13

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 HU/mBill pres 25 VOICE 13/05/13

Contacts Ashim Sanyal Hemant Upadhyay COO & Secretary Advisor-IT & Telecom Ph: PH: Consumer Voice / VOICE O-45, Ring Road, Lajpat Nagar-II, New Delhi Ph , Fax: HU/mBill pres 26 VOICE 13/05/13