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Monthly E– Bulletin of State Consumer Helpline Knowledge Resource

Management Portal (SCHKRMP), Centre of Consumer Studies, Indian

Institute of Public Administration (IIPA), New Delhi

Consumer Bulletin VOLUME-6 ISSUE-2

February’ 2017

“Telecom and Consumers” during 20th Training of Trainers Pro-gramme for the Faculty Members of Training Institutions on Consum-er Protection and Consumer Welfare by Centre for Consumer Stud-ies, IIPA

“Telecom and Consumers” during 94th Orientation Training Pro-gramme for the Presidents and Members of the District Consumer Fo-rums by Centre for Consumer Studies, IIPA

Editor-in-Chief Associate Editor Editor Designer & Research

Prof. Suresh Misra Shri. G.N. Sreekumaran Shri S. K. Virmani Shashi

( Project Director ) ( Consultant ) ( Project Manager ) ( Research Officer )

20th

Training of Trainers Programme for the Faculty Members of Train-ing Institutions on Consumer Protection and Consumer Welfare com-menced from 06

th February 2017 to 10

th February 2017 at Indian Insti-

tute of Public Administration (IIPA). Project Manager, SCHKRMP took session on “Telecom and Consumers” on 8

th February 2017.He dis-

cussed on issues about frequent occurring problems in Telecom Ser-vices and the Service Benchmarks as laid down by Telecom Regulato-ry Authority on India. The participants were also acquainted with the

grievance handling mechanism in telecom companies as per TRAI regulations.

94th Orientation Training Programme for the Presidents and Members

of the District Consumer Forums commenced from 13th

February 2017 to 17

th February 2017 at the Indian Institute of Public Administration

(IIPA). Project Manager, SCHKRMP took a session on “Telecom and Consumers” on 16

th February , 2017. He discussed on issues about

frequent occurring problems in Telecom Services and the Service Benchmarks as laid down by Telecom Regulatory Authority on India. The participants were also acquainted with the grievance handling

mechanism in telecom companies as per TRAI regulations.

Consumer has discretion to pay service charges or not: Department

of Consumer Affairs, Govt. of India

A number of complaints from consumers have been received that hotels and restaurants are follow-ing the practice of charging 'service charge' in the range of 5-20%, in lieu of tips, which a consumer

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The Complainant Shri. S.K Virmani from Faridabad, complained against Le-Chef Restaurant, for poor quality of service experienced while dining and charging of “Service Charge” in illegal way. The complainant stated that a service charge of Rs.206.70 was charged from him in compulsion against the directions of Department of Consumer Affairs, which has stated that Service charge is optional and can be waived off, if the consumer feels dissatisfied with the service.

Le-Chef have charged Service charge from complainant in an unethical manner stating it as a compulsion on the part of consumer to pay it inspite of providing poor quality service. The com-plaint of such practice was escalated to Directorate of Food Civil Supplies and Consumer Affairs, Govt. of Haryana. The restaurant refunded the amount of Rs. 206.70 charged as service charges.

After receiving number of similar complaints from consumer, Department of Consumer Affairs, Central Government has declared Service Charge as an unfair trade practice as per the provisions of Consumer Protection Act, 1986 and also advised the Hotels/ Restaurants to propagate infor-mation through display at the appropriate place that “Service Charges” are discretionary/voluntary and a consumer dissatisfied with the services can have it waived off. Directorate of Food Civil Sup-plies and Consumer Affairs, Govt of Haryana issued instructions to all the Legal Metrology Inspec-tors in the State of Haryana for awareness and further issue guidelines to all Hotels/ Restaurants to not to charge service charges from consumers in an unethical way and disseminate information to the consumers through display at appropriate place in Hotels/Restaurants that “Service Charges” are discretionary/voluntary and a consumer dissatisfied with the Services can have it waived off.

Regarding illegal charging of “Service Charges” in unethical manner

is forced to pay irrespective of the kind of service provided to him. The Consumer Protection Act, 1986 provides that a trade practice which, for the purpose of promoting the sale, use or the supply of any goods or for the provision of any service, adopts any unfair method or deceptive practice, is to be treated as an unfair trade practice and that a consumer can make a complaint to the appropri-ate consumer forum established under the Act against such unfair trade practices. In this context, the department of Consumer Affairs, Central Government has called for clarification from the Hotel Association of India, which have replied that the service charge is completely discretionary and should a customer be dissatisfied with the dining experience he/she can have it waived off. There-fore, it is deemed to be accepted voluntarily.

The Department of Consumer Affairs has asked the State Governments to sensitize the companies, hotels and restaurants in the states regarding aforementioned provisions of the Consumer Protec-tion Act, 1986 and also to advise the Hotels/Restaurants to disseminate information through display at the appropriate place in the hotels/restaurants that the 'service charges" are discretionary/ volun-tary and a consumer dissatisfied with the services can have it waived off.

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Regarding illegal charging of “VAT” on discounted MRP

No VAT on items sold at discount: Consumers' body {Times of India, 3 February 2017}

NEW DELHI: The National Consumer Disputes Redressal Commission has held that shops selling goods at 40% discount cannot charge VAT or any other duty on the discounted price. It said that the rebate was on the MRP, which includes all taxes and cess as per Section 2(d) of Consumer Goods Act. The NCDRC order came last month after state forums had rejected the plea of Woodland fran-chises in Chandigarh and Delhi that had refused to refund VAT charged to customers on jackets sold at 'flat 40% discount'. The amount in dispute was Rs 119.85, which was the VAT charged on a jacket bought at 40% discount on an MRP of Rs 3,995.

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Justice D K Jain, NCDRC president, held that "the advertisement in the above form is nothing but an allurement to gullible consumers to buy the advertised merchandise at a cheaper bargain price, which itself was not intended to be the real bargaining price and, therefore, tantamount to unfair trade practice". "The defence of the petitioners that they had charged VAT as per law is of no avail as the issue, viz misleading advertisement resulting in unfair trade practice, is concerned," the order said. The bench upheld verdicts of district and state forums that any discount falling short of "flat 40%" on the MRP would amount to unfair trade practice. The district forum had directed the shop owners to refund the extra amount to complainants, besides paying compensation, ranging between Rs 2,000 and Rs 5,000, and litigation cost, between Rs. 1,000 and Rs. 2,500.

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Now, get mobile, SIM and data cards at your doorstep {Business Line, 10 February 2017}

Ahmedabad: Brick-and-mortar telecom companies’ distributors and agents in urban and rural areas are passé. You wouldn’t need to wait much for your mobile phone, SIM card or data card’s delivery.

Just register online or click an app and be ready with cash at home: the delivery men would come equipped with the desired phone, SIM or data card and/or dongle, get your e-KYC done instantly and have it activated within hours.

Telecom aggregator platform 10digi, which launched these services last year in the Delhi-NCR re-gion, now plans to expand to around 130 towns and cities across India by March 2018.

“We have already hired 500 ‘mobile retailers’ or MRs (delivery men) in Delhi and plan to enrol an-other 10,000 across the country,” Ozair Yasin, Co-Founder and Managing Director, 10digi, told Business Line. 10digi will commence delivery of mobile phones also in March.

Business model

About 10digi’s business model, he said it gets revenues from telecom operators just like the exist-ing brick-and-mortar distributors and agents. “We are only replacing these existing ones with our mobile retailers.”

The company’s delivery men will be paid a minimum guaranteed salary plus a commission per acti-vation.

He said 10digi is one-of-its kind platform to allow consumers to compare, evaluate and choose the various plans offered by different vendors without the hassles of calling each telecom provider sep-arately.

The platform has incorporated e-KYC in its delivery system to ease the process of SIM activation.

The e-commerce platform works with ‘mobile retailers’ who facilitate door-step delivery of SIMs and other devices.

News from Media

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FSSAI considering adding calories on restaurant menus {Business Line, 10 February 2017}

New Delhi : In a bid to promote food safety and nutrition at hotels and restaurants, the Food Safety and Standards Authority of India (FSSAI) is exploring ways to get hotels and restaurants to list nutritional information such as calories, salt and sugar content in food products, on menu cards. The regulator is also working on norms for organic food.

Pawan Agarwal, CEO, said: “We have been discussing this idea with the stakeholders. In several countries, this practice is already applicable, and in some of these places, it is voluntarily. To enable restaurants that want

to voluntarily list nutritional information on their menu cards, we may provide for a provision in the labelling regulations, which are being finalised.”

Agarwal said the regulator will need to work with restaurant associations and State governments for this initiative.

“We will need to do some field experiments to figure out the best way to do this. If we find that it serves a purpose, we may look at making it mandatory,” he added.

Serve Safe

Garish Oberoi, Vice-President, Federation of Hotel and Restaurant Associations of India (FHRAI), and Managing Committee member of Hotel and Restaurant Association of Northern India (HRANI), told Business Line that the associations will run a pilot on these lines.

“In a bid to take forward FSSAI’s Serve Safe initiative, we will be running a pilot with about 200 members in major metros. We will work with chefs on a model to specify estimated number of calo-ries and other nutritional information on dishes being served, on menu cards,” he said.

Under the Serve Safe initiative, FSSAI has now made it mandatory for every restaurant to have at least one trained and certified food safety supervisor.

In collaboration with partners such as HRANI, it has started running training sessions for master trainers who will train these food safety supervisors.

Meanwhile, the regulator is also working on norms for organic food in consultations with farmers and other stakeholders, and a draft regulation may be released this month.

Organic food

Agarwal said the regulator aims to create an umbrella rule to ensure certification of organic food.

He said a committee is also being formulated to look into issues such traceability and organic-food retailing practices.

How to protect your debit, credit cards from fraud {Hindustan times ,11 February 2017}

Delhi : In October, banks reported instances of debit card data breach. This week, Hitachi Pay-ments Services Pvt Ltd, a company that provides banking automation products, automated teller machine (ATM) services, point of sale (PoS) services and emerging payments services, confirmed the data breach and said it was caused by a malware injection. The confirmation came after SISA Information Security Pvt Ltd, a payment and information security specialist, completed its audit of the firm. Here’s how to protect cards from data breach or any kinds of frauds:

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While using your card, here are the types of risks you encounter:

Malware is software designed to gain access to data from your device such as a computer, phone or ATMs. A fraudster can inject malware to attack a device, say an ATM, to gain access to the device and collect details from your card, whenever swiped or inserted, and misuse it.

A fraudster collects the data directly from you card to clone a card with your details. This usually happens when you swipe your card on a PoS terminal which may have been compromised.

A fraudster installs a machine or camera at an ATM to collect card information and PIN numbers when customers use their cards. The data may be used to withdraw money.

A fraudster sends fake e-mails that look as if they were sent by a bank or the RBI, seeking infor-mation such as your account number, ATM PIN and card verification value (CVV) number. If you provide the information, the fraudster uses it to carry out transaction. A fraudster poses as a bank-er or a central bank executive and calls you to acquire your bank details. In smishing, a customer

receives an SMS with a web link, which if clicked, downloads a malicious programme, causing theft of data.

Take precautions and be vigilant while using your credit or debit cards. You can set withdrawal and transaction limits on your cards. Most banks allow you to set a limit through net banking. This way your exposure to fraud will be limited. Also, ensure that you change your password and PIN (personal identification number) regularly. If you get a message from your bank to change the PIN, do it instantly. Before changing the PIN, check if the source of the message is authentic. You should never share your PIN or OTP.

Verify your cash deposits online {Business Line, 13 February 2017}

Deposited old currency notes in the bank after the demonetisation an-nouncement? Under the recently launched ‘Operation Clean Money’, the tax department is reaching out to about 18 lakh persons whose cash deposited during November 9-December 30, 2016 is, according to them, not in line with the taxpayer’s profile. Be informed on what this is all about,for you may be among those whose activities the government is interested in knowing more about.

Under the scanner

Since the last two weeks, email and SMS communications are being sent to some assessees ask-ing them to do an ‘online verification’ of the cash deposits made by them, post the demonetisation of higher value currency notes. This verification is to be done in the e-filing portal of the IT depart-ment —www.incometaxindiaefiling.gov.in , where the data will be displayed against the assessee’s PAN, once they log into their e-filing account.

The verification is to be done within ten days of the receipt of communication, to avoid receiving notice or any other enforcement action from the department’s side. While fresh in the wake of de-monetisation it was said that deposits over Rs. 2.5 lakh (which don’t match with your income) would be scrutinised, the department, in its latest move, has not spelt out any minimum amount.

What you must do

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Since IT return filing has predominantly moved to the online mode in the last few years, most as-sessees are bound to have a user id and password in the e-filing portal. Even if you are filing your return through an e-intermediary or using the services of a chartered accountant or a tax return preparer, your login credentials will be available with them.

Hence, it is best you log into your e-filing account and look out for any flags raised by the depart-ment, irrespective of whether you have received any email or SMS from them till date. This is be-cause, in case your account has an old phone number or outdated email id, chances are that com-munication would not have reached you, although a deposit made by you might have come under the radar.

If for some reason, you haven’t registered on the e-filing portal yet, you have to register afresh and then log into your account. If you are among the assesses which the department has zeroed in on, the ‘Cash Transactions 2016’ link under the ‘Compliance’ section shows details of cash deposits that they think is out of sync with your income.

If you feel that the deposit details is not that which has been made by you and has been wrongly linked to your PAN, you have to option to intimate it then and there and also modify the deposit amount.

Else, if the information displayed is correct, the explanation for the source of the cash deposit — as to whether it is out of earlier income/ savings or out of receipts exempt from tax, whether it is re-ceived from identifiable/unidentifiable persons or whether is disclosed/to be disclosed under the PM Garib Kalyan Yojana Scheme (PMGKY), etc. — is to be given. Further information under each of these heads disclosed is also sought.

A user guide is available on the e-filing portal to help you complete this verification procedure. In case you have any further doubts or need clarifications, you can write to cash2016@incometaxindia.gov.inor call the help desk at 1800 4250 0025.Don’t forget to verify and update your email address and mobile number on the portal, lest you miss out on any future communication from the authorities.

Points to note

One good thing about this operation is that it is entirely online. The department calls it a non-intrusive system of e-verification, where there is no need to visit any IT office and where there is no human interface involved. The idea is to encourage tax payers to give out information without the fear of harassment from the officers. But, at the same time, you cannot probably consider the mat-ter closed once you submit your responses. The department wants assessees to keep in mind that the information is dynamic and will be updated on receipt of new information, your response and data analytics. This implies that you may continue to be on their watch list.

Besides, the department has also made it clear this is only the first phase and the process will cov-er more assesses in future. So, even if you nothing shows up in the ‘Cash Transactions 2016’ link on the portal now, you may not be spared. So if you know that the source of your cash deposit can’t be explained, it is a good idea to disclose it under the PMGKY. The scheme is open until March 31.

93% complaints disposed of in 8 months, says Delhi electrici-ty ombudsman {Business Line, 13 February 2017}

New Delhi : Delhi’s Electricity Ombudsman Sundaram Krishna has disposed of 42 of the 45 cases before him since he took charge in June last year. Krishna said: “The focus is on reducing the bur

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den on consumers that have reached this stage after multiple layers.”

Under the existing three-tier grievance redress structure, consumers first approach the power distribution utility (discom) and then the Consumer Grievance Redressal Forum (CGRF). The ombudsman’s office is the last tier of redress for consumers before approaching the Delhi High Court. To the credit of this framework, only one case went to the High Court since the ombudsman’s office was instituted; the case was dis-missed.

The ombudsman also awards compensation, payable by a discom to aggrieved parties. Since tak-ing office, Krishna has awarded a total compensation of Rs. 1.32 lakh with Rs. 85,000 payable by BRPL (BSES Rajdhani Power limited) and Rs. 47,000 by TPDDL (Tata Power Delhi Distribution Limited).

A double-edged sword

While faulty metres remain a prominent bone of contention between consumers and discoms, there have been instances of consumers seeking undue benefit too. Some of these cases emerged when much of Delhi’s power distribution was handed over to three distribution companies in June 2002.

After the privatisation of discoms, there were accounting fallacies that led to some connections not being charged for the power consumed.

In one such case, the complainant had not declared there were three electricity connections on the premises. While the bills accounted for two connections, the third was discovered later during a routine check.

With the bill running into several lakhs of rupees, the complainant approached the grievance re-dress structure. The ombudsman ruled in favour of the discom, directing the complainant to pay the full amount.

Almost a fourth of the cases before the ombudsman pertain to property disputes. Parties seek dis-continuing electricity supply to a portion of the disputed property for exerting pressure on the other party.

For these instances, the case is dismissed till a court resolves the property dispute and awards the rights to any one party.

Airline overbooks, refuses to let flyer board; fined {The Times of India , 16 February 2017}

MUMBAI: The National Consumer Disputes Redressal Commission has raised the flag on the over booking of flights by airlines, and urged the civil aviation ministry and the director general of civil aviation (DGCA) to formulate guidelines to prevent the harassment of passengers refused boarding despite having confirmed seats.

The ruling came as the commission awarded compensation to a pas-senger denied travel on an international flight. "The policy to take care of such passengers and make arrangements to book them on alternative

flights in the shortest possible time is opaque and no clear-cut guidelines are available on the sub-ject," the commission said on Monday.

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Beware of builders without sanctions {Business Standard, 16 February2017}

Most builder do not bother about permissions. They feel that they can do whatever they want and get away with it. If problems arise later, it could be tackled either by brib-ing the authorities or applying for regularisation. The unaware consumer get trapped and becomes a victim as he can neither enjoy the use of the property he has purchased nor is the builder willing to refund his hard earned money. In such cases, the consumer forum can come to the aid of the aggrieved purchasers.

Kapil Properties, through its Proprietor Subhash, sold plots of land to gullible consumers for housing. He collected Rs 5 lakh to Rs 7 lakh from each customer while entering into an agreement for sale of the plots. Even though the plots were sold in the year 2008, the developer failed to execute the sale deed as he was unable to get the requisite permission from the Government of Haryana for change of land use. The developer also failed to refund the money.

The aggrieved consumers filed individual complaints before the Faridabad District Forum. The de-veloper did not bother about the case. On the basis of the evidence produced by the consumers, the Forum proceeded ex parte and held the developer guilty of deficiency in service for selling plots without obtaining the necessary permissions. It ordered the developer to refund the amounts col-lected by him along with 9 per cent interest from the date of receipt, together with compensation and costs.

Kapil Properties challenged this order before the Haryana State Commission. As its appeal was dismissed, the developer approached the National Commission in revision. Kapil Properties tried to explain that the ex parte order was passed since they could not appear before the Forum as they were not served. The National Commission rejected this plea as both the Forum as well as the State Commission had recorded that the notice had been duly served. The Commission held that it was proper to proceed ex parte when a party does not appear despite service of notice.

On merits, the National Commission considered its own judgement in Kamal Sood v/s DLF Univer-sal where it had taken a view that collection of money from prospective buyers without first obtain-ing the required permissions and sanctions would constitute an unfair trade practice on the part of a developer. In this case, Kapil Properties had failed to obtain the permission for change of land usage which ought to have been done prior to selling the plots. This would constitute not only a de-ficiency of service, but also an unfair trade practice.

Accordingly, by its order of January 31, 2017 delivered by M Shreesha, the National Commis-sion confirmed the order holding the developer liable to refund the amounts to the consumers along with interest, compensation and costs (Kapil Properties & Anr v/s Om Prakash and other connected cases).

Beware of a builder who tries to make a sale in respect of any project without first obtaining the

Kolkata-based Radha Kejriwal, who was studying in the UK, was denied boarding on a London-Delhi Jet Airways flight on December 9, 2009, on the grounds that she arrived 70 minutes before departure instead of the stipulated 75 minutes. The commission, however, observed that the flight was overbooked and two others who arrived after her were accommodated.

The commission ordered the airline to pay the flier a compensation of 600 euros (Rs 42,300) under guidelines applicable to the European Union. The commission also directed it to reimburse Rs 82,000, the amount spent on booking an alternative flight.

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NGT slaps Rs 10 lakh fine on Noida-based water bottling unit {The Tribune, 20 February 2017}

New Delhi : The National Green Tribunal has imposed an environment compensation of Rs 10 lakhs on a Noida- based water bottling unit for extracting groundwater without requisite permission since 2009.

A Bench headed by Justice Jawad Rahim also ordered a joint inspec-

tion of Beltek Canadian Water Ltd by the Central Pollution Control

Board and the Uttar Pradesh Pollution Control Board to ascertain the

exact number of tubewells installed at the unit and the quantity of water extracted by the firm.

The green panel directed the inspection team to specify the quantity of the water extracted, the

nature of pollutants discharged from the factory and whether the area is over- exploited.

The team should also find out whether the Central Ground Water Authority (CGWA) had given permission to the unit, it said. “Considering the allegation and with certain aspects not in dispute that they are utilising the groundwater since 2009, we direct the industry to deposit a sum of Rs 10 lakhs with the CGWA. “This will be subject to determination of the amount of environmental compensation, if any, on final adjudication. The amount shall be deposited within a period of one week. Upon such deposit the inspection shall be conducted,” the bench said.

The tribunal, which stopped short of ordering closure of the unit, passed the order after perusing an inspection report filed by the CGWA which said that the plant has been extracting water with-out installation of meter.

The order came on the plea filed by Delhi resident Shailesh Singh, through advocate Sudeep Dey, alleging that the unit located in Bisrakh block of Gautam Buddh Nagar district was extracting groundwater through borewells installed on the factory premises without requisite permission from the CGWA.

UP school told to pay Rs 10L for kid's death {The Times of India , 21 February 2017}

Delhi : In a significant order, observing that schools are supposed to act and behave like parents with students, the National Consumer Disputes Redressal Commission has ordered a school in Meerut, UP to pay a com-pensation of Rs 10 lakh to the parents of 16-yearold student who had died after suffering an asthma attack while appearing for a final examination paper in 2003.

Calling it gross negligence, the panel on Friday said, “The carelessness and apathy shown by the school officials leaves no doubt about their neg-ligence in taking care of the minor child and providing even the basic aid and assistance which every school is expected to provide to its students who are in distress. In fact, the school officials are expected to act and behave like the parents of the child in such an emergency .“

The commission said that valuable time was lost on account of school officials waiting for family

necessary sanctions, as he would be engaging in unfair trade practices.

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Sebi's new grievance redressal method {Deccan Herald, 24 February 2017}

Mumbai :Market regulator Securities and Exchange Board of India (Sebi) has decided to revamp the grievance redressal mechanism at stock ex-changes and depositories after reviewing the existing framework with the concerned stakeholders.

As per the modified mechanism, stock exchanges/depositories will have to disseminate information with regards to brief profile, qualification, areas of experience/expertise, number of arbitration matters handled, pre-arbitration experience, etc. of the arbitrators on their website.

“Stock exchanges/depositories will also have to make necessary arrangements in terms of hard-ware and software to facilitate the clients to type/ convert their documents into electronic format/ soft copy,” Sebi said.

The regulator has also decided to increase the professional fee of arbitrators to Rs 18,000 and also decided on a new fee structure for filling arbitration reference in order to have faster implementa-tion of award and to discourage delayed filing of arbitrations by members.

“Stock exchanges/depositories shall create a common database of defaulting clients accessible to members/depository participants across the stock exchanges/depositories,” Sebi said.

“There shall be separate panels for arbitration and appellate arbitration. Further, for appellate arbi-tration, atleast one member of the panel should be a retired judge and stock exchanges/depositories will have to obtain prior approval of the Sebi before empanelment of arbitrators/appellate arbitrators,” it added.

बिना आधार के नह ीं मिलेगा राशन {Dainik Jagran, 10 February 2017}

members of the child to arrive along with their doctor. “Instead of waiting for the family members, they ought to have immediately taken him to the nearest doctor or the hospital. On reaching the hospital or the clinic they could have intimated the family members,“ the commission said. It held that the fact that the child did not carry an inhaler despite being asthmatic would not absolve the school officials from the gross negligence displayed. The family claimed it was informed by one of the students of the school.

An appeal was filed before the Commission by the child's father Krishnan Goyal last year. Goyal was aggrieved after the state commission lowered the district forum compensation of Rs 10 lakh to 5 lakh.

Goyal told the commission that from the academic year 1998-99 his son Rishab, had taken admis-sion to the school.

The school he said, was attached to a local hospital and the principal was informed about Rishab's condition and his need for special care.

On March 21, 2003, Rishab suffered the attack and was allegedly taken to the residence of the principal who expressed his inability to help him as no medical facility was available in the school. Goyal said that one of the students's informed the family about his condition. Rishab's sister rushed to the school and took him to the hospital where he was declared dead.

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सुपरटेक को ननवेशक के 41 लाख लौटाने के आदेश {Dainik Jagran, 10 February 2017}

नई दिल्ली : दिल्ली राज्य उपभोक्ता वििाि ननिारण आयोग ने एक मामले में सुपरटेक बिल्डर को याचिकाकताा के 40.98 लाख रुपये लौटाने के आिेश दिए हैं। न्यायाधीश ओपी गुप्ता ने अपने आिेश में कहा कक कंपनी को अपने कायो के ललए खिु भुगतना होगा। इसके ललए िह अपने ग्राहकों को परेशान नहीं कर सकती है। यह याचिका अरुण नंिा नामक शख्स ने लगाई थी। जिसमें कहा गया था कक उन्होंने सुपरटेक बिल्डर के साथ िर्ा 2010 में फ्लैट के ललए अनुिंध ककया था। कंपनी ने न तो उन्हें फ्लैट मुहैया कराया और न ही रुपये लौटाए। िार-िार कंपनी ऑफर ििलती रही। ऐसा करने से पूिा उनसे इिाित भी नहीं ली गई। न्यायाधीश ने कहा कक बिल्डर के पास यह अचधकार उपलब्ध नहीं है कक िह स्ियं ही ऑफर, फ्लैट की िगह ि लोकेशन को ििल सके। फ्लैट िुक कराने िाले शख्स को इस तरह सात साल िाि बिल्डर अपनी मनमिी से फ्लैट थोप नहीं सकता है। इसमें ननिेशक की कोई गलती नहीं है। अगर बिल्डर समय रहते काम पूरा नहीं कर पाया है तो यह उसकी समस्या है। पेश मामले में यािी ने सुपरटेक के गे्रटर नोएडा एक्सटेंशन में जस्थत ईको विलेि प्रोिेक्ट में 2,275 िगा फीट का फ्लटै िुक ककया था।

नई दिल्ली : रसोई गैस के िाि कें द्र सरकार ने राशन की िकुानों से सस्ते खाद्यान्न लेने के ललए आधार काडा को अननिाया कर दिया है। ऐसा खाद्य सुरक्षा कानून के तहत 1.4 लाख करोड़ रुपये की सजब्सडी को सही तरीके से लाभाचथायों तक पहंुिाने के ललए ककया गया है। सरकार ने साथ ही जिन लोगों के पास आधार काडा नहीं है उन्हें 30 िून तक इसके ललए आिेिन करने को कहा है। ऐसा नहीं करने पर 30 िून के िाि उन्हें राशन का खाद्यान्न नहीं

लमल पाएगा। 1खाद्य और उपभोक्ता मामलों के विभाग ने िहृस्पनतिार को इस संिंध में अचधसूिना िारी की। राष्ट्रीय खाद्य सुरक्षा कानून (एनएफएसए) के तहत सरकार हर व्यजक्त को हर महीने एक से तीन रुपये प्रनतककलो खाद्यान्न उपलब्ध कराती है। वपछले साल निंिर में िेशभर में यह कानून लागू हो गया और इसके तहत करीि 80 करोड़ लोग आते हैं। अचधसूिना असम, मेघालय और िम्मू-कश्मीर को छोड़कर सभी राज्यों और कें द्र शालसत प्रिेशों में आठ फरिरी से लागू होगी। आधार नंिर लमलने तक लाभाचथायों को खाद्यान्न लेने के ललए राशन काडा और आधार के आिेिन की पिी के साथ आठ पहिान िस्तािेिों में ककसी एक को दिखाना होगा। इन िस्तािेिों में िोटर आइडी काडा, पैन, पासपोटा, ड्राइविगं लाइसेंस, रािपबित कमािारी/तहसीलिार से अलभप्रमाणणत फोटो सदहत पहिान आदि शालमल हैं। सरकार ने सेिा, लाभ या सजब्सडी िेने की प्रकिया को आसान और पारिशी िनाने के ललए आधार को िोड़ने का फैसला ककया है। इससे लोगों को सीधे िाधारदहत तरीके से लाभ लमलता है। खाद्य मंिलय के िररष्ट्ठ अचधकारी के मुताबिक िन वितरण प्रणाली में लीकेि और भ्रष्ट्टािार को रोकने के ललए डडजिटलीकरण िरूरी है। 172 फीसि राशन काडा हैं िुड़ े : िेश में अि तक 72 फीसि राशन काडा आधार से िुड़ िकेु हैं। 23 करोड़ राशन काडा हैं जिनमें 16.62 करोड़ िुड़ ेहैं। िेशभर में 5.27 लाख राशन की िकुानें हैं।

14

आयकर ववभाग की तैयार ,एप से टैक्स ररटनन भगुतान ववकल्प पनै कार्न तत्काल मिलेगा }Hindustan, 16 February 2017}

नई दिल्ली : आप िल्ि ही आयकर का भुगतान एप से कर सकें गे। साथ ही पैन के ललए आिेिन भी स्माटाफोन एप से ही ककया िा सकेगा। इससे महि कुछ ही लमनट में आपको पैन नंिर लमल िाएगा। आयकर विभाग ने िुधिार को यह िानकारी िी। सरकार की डडजिटल इंडडया पहल के साथ आयकर विभाग ऐसा मोिाइल एप िना रहा है। इसके साथ ही विभाग ई-केिाईसी के

आधार पर आिेिक को पैन कुछ ही लमनट में िारी करने की एक पररयोिना पर भी काम कर रहा है। इसमें आधार का उपयोग ककया िाएगा। इससे लोगों को पैन हालसल करना आसान होगा और ज्यािा से ज्यािा लोग कर िायरे में आएंगे। विभाग के अचधकाररयों ने िताया कक एप की अिधारणा शुरुआती िरण में है। वित्त मंिलय से मंिूरी लमलने के िाि प्रायोचगक

पररयोिना शुरू की िाएगी। टैक्स मशकायत का ऑनलाइन सिाधान : आयकर विभाग ने करिाताओं की लशकायतों के ननिारण की ऑनलाइन सुविधा ई-ननिारण अपने 06 विशरे् कायाालयों में शुरू कर िी है। विभाग के एक िररष्ट्ठ अचधकारी ने कहा कक िल्िी ही इसे 066 और विशरे् कायाालयों पर िालू ककया िाएगा। इन कायाालयों को आयकर संपका कें द्र (आस्क) नाम दिया गया है। कोई करिाता िाहे तो विभाग के पोटाल पर ई-ननिारण ललकं के िररए लशकायत ििा करा सकता है या आस्क कें द्रो पर िा कर लशकायत पंिीकृत करा सकता है। उस ेलशकायत का अलग नंिर दिया िाएगा जिसके आधार पर िह आगे ननराकरण की दिशा में हुई प्रगनत की िानकारी ले सकेगा। िुननयािी ढांि ेकी कुछ समस्याओं के कारण इस सुविधा को नए कें द्रों पर विस्तार में थोड़ी िेर हुई । प्रिुख शहरों िें खलेुगा : विभाग ने िेशभर में 076 आस्क कें द्र खोलने की योिना िनाई है।

एप के फायदे

आिेिन कुछ ही लमनट में पैन नंिर लमल िाएगा प्रकिया तेि होने से काडा भी घर पर िल्ि आएगा टैक्स का भुगतान ककया िा सकेगा आधार से िनेगी िात

इससे ई-केिाईसी के िररये पैन आिेिक से िुड़ी िानकारी का सत्यापन तेिी से संभि होगा। मोिाइल कंपननयों ने नया नंिर िेने के ललए आधार के उपयोग की शुरुआत पहले ही कर िी है। जानकार यहाीं से लें

आयकर विभाग की िेिसाइट http://www.incometaxindia.gov.in पर जक्लक करें। इसके िाि लसदटिन िाटार और कफर कॉन्टैक्ट आस्क सेंटर पर जक्लक करें।

15

डर्जजटल लेनदेन िें ओट पी जरूर होगा }Hindustan, 26 February 2017}

नई दिल्ली : डडजिटल लेनिेन की सुरक्षा को पुख्ता करने के ललए आरिीआई

डबेिट-िेडडट काडा से खरीि में िन टाइम पासिडा (ओटीपी) अननिाया करने की तैयारी में है। तय रालश (एक या िो हिार) से ऊपर की खरीि पर िैंकों के ललए यह सेिा िेना िरूरी ककया िाएगा। ओटीपी सुविधा सभी िैंकों को अपने ग्राहकों को िेनी होगी ,कफर िाहे िह िीिा ,मास्टर या स्ििेशी भुगतान प्रणाली पर आधाररत रूपे काडा का प्रयोग कर रहा हो। िैंकों की साइिर हमलों से सुरक्षा और ग्राहकों को धोखाधड़ी से ििाने के ललए कें द्रीय िैंक िल्ि नए दिशाननिेश िारी कर सकती है।

स्टेंट िहींगा मिले तो फोन पर करें मशकायत }Dainik Jagran, 20 February 2017}

नई दिल्ली : दिल के मरीिों को लगने िाले स्टेंट को लेकर अस्पतालों और ििा कंपननयों की मनमानी पर सरकार ने और सख्ती कर िी है। इस संिंध में तय की गई अचधकतम खुिरा कीमत से ज्यािा िसूले िाने पर मरीि के ररश्तेिार इसकी लशकायत टोल फ्री नंिर पर कर सकत ेहैं। यह भी साफ कर दिया गया है कक अस्पताल मरीिों से स्टेंट लगाते समय इस पर कोई मुनाफा नहीं िसूल

सकते। राष्ट्रीय और्चध मूल्य ननधाारण प्राचधकरण (एनपीपीए) ने लोगों से अपील की है कक अगर स्टेंट की अचधकतम कीमत के आिेश का कहीं भी उल्लंघन हो रहा हो तो िे तुरंत इसकी हेल्पलाइन पर फोन कर लशकायत ििा कराएं। ऐसे मामलों के ललए लोग टोल फ्री नंिर 1800111255 पर संपका कर सकते हैं। इस ‘ फामाा िन समाधान ’हेल्पलाइन पर लोग स्टेंट की अचधकतम कीमत के संिंध में िानकारी भी हालसल कर सकते हैं। प्राचधकरण न ेवपछले दिनों स्टेंट को अननिाया और्चध सूिी में शालमल कर इसकी कीमत की अचधकतम सीमा तय कर िी है। इसके मुताबिक ियेर मेटल स्टेंट 7,623 रुपये और ड्रग एल्यूदटगंस्टेंट ि िायोररिोिेिल स्टेंट 31,080 रुपये से अचधक में नहीं िेिा िा सकता। दिल के मरीिों के इलाि के नाम पर हो रही प्राइिेट अस्पतालों की खलेु आम लूट पर सख्ती िढाते हुए प्राचधकरण ने अि यह भी साफ कर दिया है कक कोई भी अस्पताल ,नलसाग होम या क्लीननक स्टेंट लगाते समय इस पर अलग स ेअपना मुनाफा नहीं िोड़ सकता। अि तक अस्पताल िाले इस पर भरपूर मुनाफा िसूलते थे। अचधकतम कीमत तय करने के िाि इसके ललए अस्पताल कई तरह के पैतरे अपनाने में िुट गए हैं। ऐसे में प्राचधकरण ने अस्पताल को ननिेश दिया है कक अपने बिल में िे इन स्टेंट की कीमत बिल्कुल अलग से ललखें। साथ ही इस पर ककसी भी तरह का मुनाफा नहीं िोड़ें। प्राचधकरण ने स्टेंट सप्लाई करने िाली ििा कंपननयों के

प्रनतननचध से मुलाकात कर यह भी कहा है कक िािार में ककसी भी कीमत पर िे इसकी कमी नहीं होने िें।

इसके िाि िेश के सभी आस्क कें द्र की सूिी लमल िाएगी। सुववधा : आिेिन के िाि एक से तीन हफ्ते िाि पैन काडा लमलता है। पनै निंर की िानकारी भी काडा लमलन ेपर ही होती है। इसी तरह ई-टैक्स ररटना की सुविधा अभी है। लेककन एप के िररये इसकी सुविधा नहीं है।

16

सावधान : गाड़ियों िें पेट्रोल की जगह भर जा रह है हवा {Nav bharat times,26 February 2017}

गाजियािाि : इन दिनों कुछ पेरोल पंपों पर कम पेरोल और डीिल भरे िाने की लशकायतो के िाि अि पेरोल की िगह हिा भरने की खिर सामने आई है। िैशाली सेक्टर-3 में इंडडयन ऑयल के पेरोल पंप पर योगेश भाटी नाम के युिक ने 221 रुपए का पेरोल डलिाया था। लेककन 300 मीटर की िरूी पर िाते ही उनकी िाइक िंि हो गई और फ्यूल मीटर िीरो हो गया। पेट्रोल की जगह हवा भर रहे पेट्रोल पींप, मशकायत की िात पर टींकी फुल करन ेका लालच

मीडडया ररपोर्टास के मुताबिक, योगेश पेरोल पंप पर िापस लौटे और िाइक की टंकी से पेरोल ननकलिाने की िात की। िाइक की टंकी से पेरोल की ििं िूंिें ही ननकलीं। योगेश ने पेरोल पंप कलमायों स ेविरोध िताया। पंप कलमायों ने उन्हें पांि हिार रुपये और टंकी फुल करने का लालि िेते हुए िपु रहने को कहा। इस मामले में योगेश ने लशकायत ि सुझाि पुजस्तका पर लशकायत ििा की। कफर उन्होंने 100 नंिर पर फोन करके पुललस को िुलाया। योगेश का आरोप है कक पुललस ररपोटा ििा करने और ऐक्शन लेने की ििाय उन पर समझौते का ििाि िनाने लगी। उन्होंने पूरे मामले का विडडयो िनाकर पुललस को सौंपा है। एिएिओ इंदिरापुरम प्रिीप कुमार बिपाठी का कहना है कक पीडड़त की लशकायत पर पुललस िांि कर रही है। जि लगे की हो रह है ग़िि़ि तो करें ये काि

हर पेरोल पंप पर तेल कंपनी के कस्टमर केयर अफसर का फोन नंिर एक िोडा पर ललखा रहता है, उनसे लशकायत करें। हर पेरोल पंप पर तेल मापने का उपकरण रहता है, आप उसकी डडमांड कर सकते हैं। राउंड कफगर में पेरोल न डलिाएं। 100 रुपये का नहीं िजल्क 101 रुपये का डलिाएं। हेल्पलाइन पर करें मशकायत

ककसी भी पेरोल कंपनी के ग्राहक कहीं से भी टोल-फ्री नंिर 155233 पर लशकायत ििा करा सकते हैं। यह नंिर सुिह 8 ििे से रात 8 ििे तक काम करता है। तेल कीं पनी ने की कारनवाई

इंडडयन ऑयल के मैनेिर वििेक कुमार लसहं ने िताया कक लशकायत लमलने के िाि आरोपी को पंप से हटा

सूिों के मुताबिक आरिीआई द्िारा गदठत समीक्षा सलमनत ने कई अहम सुझाि दिए हैं जिनमें ग्राहकों को विलभन्न माध्यमों से प्रनतमाह सािधान ककए िाने और डबेिट-िेडडट काडा के ललए ओटीपी को अननिाया ककया िाना भी है। सलमनत िैंकों साइिर सुरक्षा को पुख्ता करने के ललए नए उपाय भी सुझाएगी। सरकार ने ििट में डडजिटल भुगतान को िढािा िेने के ललए आरिीआई में भुगतान ननयामकीय िोडा िनाने का प्रस्ताि दिया है। इससे रेफरल िोनस योिना ,कैश िैक योिना शुरू की िाएगी और आधार युक्त भगुतान प्रणाली िल्ि शुरू होगी। सूिों की मानें तो आरिीआई साइिर सुरक्षा के मदे्दनिर िैंकों से ररपोटा तलि कर सकती है।

17

STATE CONSUMER HELPLINES

State Consumer Helpline Knowledge Resource

Management Portal (SCHKRMP) Room No. – 7

Indian Institute of Public Administration (IIPA)

I. P. Estate, Ring Road,

New Delhi - 110002

Phone - (011)-23705054/55

Fax - (011)-23705054

E-Mail ID - schkrmp.iipa@gmail.com

W E ’RE O N TH E WE B !

http://consumereducation.in/

http://consumeradvice.in/

The Department of Consumer Affairs, Govern-ment of India in partnership with the Centre for Consumer Studies, Indian Institute of Public Ad-ministration, New Delhi has set up a National Nodal Agency known as the State Consumer Helpline Knowledge Resource Management Portal (SCHKRMP).

The Knowledge Resource Management Portal will coordinate and monitor the activities of State Con-sume Helpline’s, (SCH) provide solutions and advi-sory services to these helplines, maintain knowledge and database, build capacity of the SCH’s personnel and provide for integration and convergence.

STATE CONSUMER

HELPLINES

HARYANA

MANIPUR

SIKKIM

GRAHAK SUVI-

DHA KENDRA

ANDHRA PRADESH 1800 -180 -2087 1800-345-3821 1800-345-3209,3236 BIHAR

1800-425-0082,2977 HIMACHAL PRADESH MIZORAM TAMIL NADU (0612)-2525222

ARUNACHAL PRADESH 1800 -180– 8026 1800 -231 -1792 044-28592828 GUJARAT

1800-345-3601 JHARKHAND NAGALAND TELANGANA (079)-27489945/46

ASSAM 1800-3456-598 1800-345-3701 1800-425-00333 KARNATAKA

1800-345-3611 KARNATAKA ODISHA TRIPURA 9711579585

BIHAR 1800-425-9339 1800-345-6724,6760 1800-345-3665 RAJASTHAN

1800 -345- 6188 KERALA PUDUCHERRY UTTAR PRADESH (0141) - 4015395

CHHATTISGARH 1800-425-1550 1800-425-1082,1083 1800-1800-300 WEST BENGAL

1800 -233 -3663 MADHYA PRADESH 1800-425-1084,1085 UTTRAKHAND (033)-233-42786, 48786

GUJARAT 0755-2559778 / 155343 RAJASTHAN 1800-180-4188

1800-233-0222 MAHARASHTRA 1800 -180- 6030 WEST BENGAL

079-27489945 / 46 1800-2222-62 1800-345-2808

दिया गया है, ग्राहक के नुकसान की भरपाई की गई है। कमािारी की गलती से ही ग्राहक को कम तेल दिया गया था। उन्होंने कहा कक इंडडयन ऑयल का सारा लसस्टम कंप्यूटराइज्ड है। जितना तेल हम पेरोल पंप को िेते हैं, सप्लाई करने के िाि भी उसका लमलान ककया िाता है। इसमें कोई गड़िड़ी नहीं हो सकती। कमािारी मीटर को िीरो-िीरो करना भलू गया होगा। उधर, िाट माप विभाग ने कहा है कक उसके पास लशकायत नहीं आई है, पर अिानक नमूने भरे िाएंगे।