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POWER2CONSUMER

Power2Consumer is a trusted consumer rights platform that empowers consumers to escalate their queries through the right channels, leveraging social media and legal services if necessary. We help consumers navigate the challenges of the modern market and ensure fair treatment and resolution.

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POWER2CONSUMER

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  1. POWER2CONSUMER Sugandha Agarwal http://power2consumer.co.in

  2. Power2Consumer Steps in • Guiding you in your fight for your consumer rights • Escalating your queries through right channels • Leverage social Media • Legal service provider in case the issue needs to be taken till consumer court* *Power2Consumer or its agents do not offer legal advice

  3. Why does a consumer need more power now? • Wider market reach, online shopping, invisible sellers • Many a slip between the invisible seller and consumer • Consumer’s POC is a phone number/email ID • Abyss if the customer care is not responsive • What to do next??

  4. Why does a consumer need more power now? • 45% of the 70,000 odd complaints received by RBI Ombudsman are rejected each year on account of mistake in grounds of raising complaints, lack of appropriate evidence. • IRDA's Ombudsman receives approx 22,000 complaints each year, of which 75% are rejected. • Indian consumers are cheated to the tune of Rs.20 billion* a year, either by poor quality or less quantity or by overcharging. - * Ministry of Consumer Affairs and Public Distribution, Survey, 2000 • 53% of consumers are unaware of the India’s Consumer grievance redress system - national survey conducted by CUTS International • 93% of Indian consumers have never made a formal complaint. And of the seven percent who have filed a complaint, only 0.3% have achieved redressal - national survey conducted by CUTS International • 75% of cases are not properly redressed

  5. Steps to Resolution

  6. The difference we make • Sector - Insurance A Consumer has taken a home loan from PSU bank and was forced to buy a life insurance policy of annual premium of INR 25,000/- from bank's insurance subsidiary at the time of loan disbursement. Customer was not even provided the Policy Certificate. Customer approached Power2Consumer with her grievance. As per IRDA rules a consumer gets a freelook period of 15 days from the day she gets Policy Certificate. Power2Consumer identified and used this rule to ask Insurance company to refund entire amount of INR 25,000/- to consumer. Entire process took 3 months to close. Result: Successful. With the help of Power2Consumer, Consumer successfully got insurance company to dis-gorge the premium even after 6 months of policy purchase. Amount Involved – INR 25,000/-

  7. The difference we make • Sector – Travel A consumer bought 2 packaged deals from a travel services subsidiary of a Media group. The deal offered 4 day 4 night stay in 3 to 5 star hotel for 4 people and was valid 1 year. A nominal payment along with booking details had to be submitted online within 30 days of package’s purchase. To customers shock and surprise, the website did not accept booking beyond 90 days and deal was valid only for 2 adults and 2 children. Not a single hotel listed on website was better than 2 Star hotel. Calls and emails to customer care were not responded to. Customer approached Power2Consumer with his grievance against the travel company. Power2Consumer took up the issue on behalf of consumer and highlighted it to the senior management of this company that it was a clear cut case of cheating and fraud. Senior management agreed with the points raised by Power2Consumer and made sure that hotel stay was provided to consumer on convenient date from the hotels listed. Result: Successful. With the help of Power2Consumer, Consumer successfully got the desired holiday booking. Amount Involved – INR 13,300/-

  8. The difference we make • Sector – White Goods – Mobile Manufacturer A consumer had bought Nokia Asha 302. However within 1 week of purchase handset would get discharged in 3-4 hours and would intermittently lose signal. Nokia refused to provide a replacement stating it replaces handset only if issue is raised with in 48 hours of purchase. Customer approached Power2Consumer with her complaint against mobile company. Power2Consumer took the issue with Nokia, provided artifacts to Nokia confirming handset defect and kept on following up with Nokia for Handset replacement. Result: Successful. With the help of Power2Consumer, Consumer successfully got Handset replacement. Amount Involved – INR 5,500/-

  9. The difference we make • Sector – Banking A consumer had applied for home loan from a PSU Bank through an agent. Loan was approved but disbursement was pending. 2 weeks before the date payment was due to the builder, the agent mislead the consumer stating that PSU Bank is no longer disbursing the home loan for the said builder and directed him to a Private sector bank. Consumer had to pay the processing fee again but was able to get a private bank to disburse the loan. Subsequently the consumer came to know of agent's deceit. Customer approached Power2Consumer with his grievance against banks. Power2Consumer took the issue with both PSU bank and Private sector bank on behalf of the Consumer. Initially both banks tried to distance themselves from the acts of the agent. However as per contracts Act, since Agent was representing the banks, they were responsible for Agent's omissions/commissions. Result: Successful. With the help of Power2Consumer, Consumer successfully got Processing fee refund from the PSU Bank and the Private sector bank removed the agent from services. Amount Involved – INR 6,500/-

  10. The difference we make Sector – Telecom Service Provider A consumer was availing of Broadband and IP TV Services from a Pan India Telecom Service Provider in Gurgaon and was subsequently transferred to Bangalore. He applied for transfer of same services to Bangalore and was asked to submit a CAF form. On submission, only the broadband services were activated in Bangalore and a new Bangalore number was provided to customer. On complaining about non-activation of IP TV Services, customer was asked to submit another CAF form. On Submission of CAF Form, instead of activating IP TV services on existing Bangalore number, the telecom service provider allotted another number to consumer without intimating consumer or installing the handset at his premises and activated IP TV Services on this second number. Consumer was not aware of existence of this second number. Three months later, consumer started getting calls about non-payment of bills of second number. Customer made multiple representations to Customer Service team of the Telecom Service Provider but the issue was not resolved. Subsequently the legal team of Telecom Service Provider started calling consumer. Customer reached out to Power2Consumer to seek help against this harassment from Telecom Service Provider. Power2Consumer took up the issue on behalf of consumer and highlighted it to the senior management of Telecom Service Provider that all contact details of consumer on second number were incorrect, no instrument was installed on consumer's premises and that Service Provider was in error to allot second number to consumer without any reason. Power2Consumer also helped consumer with drafting his complaint for Consumer court asking for penalty from Telecom Service provider citing harassment and shared the same with their Senior Management. Senior management agreed with the points raised by Power2Consumer and waived off the erroneous bill. Result: Successful. With the help of Power2Consumer, Consumer successfully got erroneous bill waived off. Amount Involved – INR 5,500/-

  11. Ad Guru!!! COMPETITION UNDER FOLLOWING CATAGORIES - • Poster • Radio Ad • 10 seconds • 20 seconds • Video

  12. General Rules • Ad Guru is an inter-college competition and winners will be selected amongst submissions across all colleges • Submissions for all 3 categories will only be accepted through our facebook page – https://www.facebook.com/Power2Consumer/ • All content should be in English and the target audience should be across India and not just Bangalore • The submission will amount to a transfer of intellectual property in favor of Power2Consumer and the creator will have no IP rights on it post submission. As a consideration for this transfer of IP, Power2Consumer is happy to provide a certificate of participation. • The submissions must not contain any identification/logos/signatures/sign offs of the creators, Such entries will be disqualified. • Winners will be announced on the FB page and will be required to contact our Bangalore office with an ID proof to collect the prize cheques.

  13. Poster Competition Theme How P2C can help consumers with service related issues Size – Standard A4 sheet Maximum of two submissions per student First Prize INR 3,000/- Second Prize INR 2,000/- Third Prize INR 1,000/-

  14. Radio Ad Category I 10 second radio ad recommending how Power2Consumer can help you with Telecomrelated consumer issues. Prize INR 7,500/- Category 2 20 second radio ad recommending how Power2Consumer can help you with Bankingrelated consumer issues. Prize INR 10,000/- You can make submission in both categories.

  15. Video • 1 minute video on how power to consumer can help you with consumer issues related to the below mentioned industries – • Automobile • Insurance First Prize INR 10,000/- Second Prize INR 7,000/-

  16. Questions? • Reach out to us on our facebook page https://www.facebook.com/Power2Consumer/ • Or • Email us at info.power2consumer@gmail.com

  17. Thank You

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