State Consumer Helpline Knowledge Resource Management Portal (SCHKRMP)
The Department of Consumer Affairs, Government of India in partnership with the Centre for Consumer Studies, Indian Indian Institute of Public Administration, 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 Consumer Helpline’s, (SCH) provide solutions and advisory services to these helplines, maintain knowledge and convergence. The purpose of monitoring is to ensure that all activities of the project are implemented; the IT platform is properly used; complaints are handled appropriately; campaign themes are aligned to the overall objectives; and SCHs are equipped with the necessary resources. The Knowledge Resource Management Portal will work in close coordination with various state governments and other stakeholders.
The responsibilities of the Knowledge Resource Management Portal will comprise of the following tasks:
State Consumer Helplines
- Coordination of activities of SCHs;
- Monitoring of activities of SCHs;
- Provision of IT-infrastructure and knowledge-management;
- Provision of training; and
- Preparation of campaign materials;
The State Consumer Helpline will provide counseling on all products and services and will develop database information relating to the State. It will also function as a Resource Centre with complete database of all required information necessary for counseling. Indicators like number of complaints received and resolved and time taken to resolve them and the general reception towards the helpline as a useful service will be assessed. State/UT government will monitor the progress and report the progress on a monthly basis and report to the Centre. The advantages of a State Helpline are: (i) The State Helplines will be a successful attempt as an ADR mechanism. (ii) State Helplines once develop local database, and trained manpower can actually initiate mediation mechanism before a complaint is registered with Consumer Forum. (iii) Service in local language makes the Helpline to penetrate to rural areas for service delivery. (iv) The scheme has been made flexible so that State can rope in any good VCO or an institution to run the Helpline, thereby developing capacity building.
The Knowledge Resource Management Portal will prepare status reports based on its continuous monitoring activities. The status reports will constitute the basis for the working of the Co-ordination Group at central level. The Co-ordination group will be a forum hosted by the Department of Consumer Affairs in which officials from Central and State Governments will meet on a regular basis to review the set-up and running of the scheme and to find solutions to any problem that needs to be resolved at the central level. Various State governments have been sanctioned funds by the Department of Consumer Affairs, Government of India to set up Helplines.