In a significant move towards enhancing consumer grievance redressal mechanisms, the Department of Consumer Affairs, under the Ministry of Consumer Affairs, Food and Public Distribution, Government of India, has adopted an AI-enabled National Consumer Helpline (NCH) system that offers a sector-wise analysis of grievances.
This new technology-driven approach is aimed at improving the speed and efficiency of resolving consumer issues, particularly in the education sector.
As a result of these technological advancements, the number of calls received by NCH has grown more than tenfold, from 12,553 in December 2015 to 1,55,138 in December 2024. This exponential growth reflects the rising confidence of consumers in the helpline. Similarly, the average number of complaints registered per month has surged from 37,062 in 2017 to 1,12,468 in 2024. The monthly average number of grievances registered digitally has increased from 54,893 in FY 2023-24 to 68,831 in FY 2024-25 (as of December 2024).
The Department therefore, urges all consumers to utilize the National Consumer Helpline accessible via a toll-free number 1915 or web portal https://consumerhelpline.gov.in/user/signup.php for any grievances related to products or services, ensuring that their voices are heard and that their issues are resolved promptly and effectively.
The NCH has seen a remarkable reduction in the grievance disposal time. In 2024, the disposal rate of consumer grievances decreased to 48 days, down from 66.26 days in 2023. This reflects a substantial improvement in the resolution time; ensuring consumer concerns are addressed promptly.
A key component of this strategy involves proactively identifying and transitioning companies with the highest number of grievances to ‘convergence partners.’ Once onboarding as a ‘convergence partner’ with NCH, these companies, which have the highest number of unresolved consumer complaints, are required to prioritize swift and effective grievance redressal in collaboration with the NCH. Under its initiative aimed at enhancing consumer welfare and promoting fair trade practices, NCH has successfully surpassed the significant milestone of 1,038 convergence companies to date, up from 263 in 2017.
This initiative has already yielded promising results, especially in sectors such as education, where faster resolution of consumer complaints has become a priority. With NCH’s AI-driven, sector-specific analysis, these convergence partners can now act more effectively and efficiently in resolving consumer issues, thereby enhancing consumer trust and satisfaction. It is a Win-Win situation for both consumers & companies.
As a result of this ongoing initiative, many large companies identified with the highest number of consumer grievances have now become official convergence partners of the National Consumer Helpline. Their inclusion is expected to lead to quicker resolutions and a higher disposal rate of consumer grievances, ultimately benefiting millions of consumers across the country.
The NCH, a vital initiative of the Department of Consumer Affairs, Government of India, has proven to be a cornerstone in the effective and timely redressal of consumer grievances. Operating at the pre-litigation stage, the helpline has made significant strides in resolving consumer complaints across a wide range of sectors, including Broadband & Internet, E-commerce, Consumer Durables, Digital Payment Modes, Petroleum, Banking, healthcare, consumer durables, real estate, and automobiles, etc. without requiring consumers to resort to formal legal proceedings.
Below are key highlights that demonstrate the significant impact of the NCH in promoting consumer rights and enhancing the grievance redressal mechanism:
Some of the key success stories includes:
Broadband & Internet: A consumer from West Bengal encountered difficulties in obtaining a refund from an Internet service provider for services that were not availed. After reaching out to the National Consumer Helpline, the issue was resolved promptly. The provider issued a full refund and rectified the consumer’s account. Additionally, other satisfied consumers shared their positive feedback with the department, commending the efficient and effective resolution of their issues.
E-Commerce Sector: A consumer from Karnataka raised an issue regarding the refund and return of a defective product received from an online retailer. Following the intervention of the National Consumer Helpline (NCH), the product was replaced, and a refund was promptly facilitated, enhancing the consumer’s trust in e-commerce platforms. Furthermore, the consumer shared their positive feedback, reflecting their increased trust in NCH 2.0. The review emphasized the effectiveness and reliability of the helpline in resolving issues swiftly and efficiently, further bolstering consumer confidence in the platform’s services.
Consumer Durables: A citizen from Rajasthan reported a major malfunction in a product he had purchased. Despite his continuous requests, the company had failed to address the issue. With the assistance of the National Consumer Helpline (NCH), the product was promptly replaced, and the company issued a formal apology. Furthermore, consumers from different states shared their valuable feedback about the NCH team, praising their professionalism and efficiency in resolving grievances.
Digital Payment Mode: A complaint was raised by a consumer from Delhi who was unable to use his online transaction service, and an amount of Rs. 45,000/- was frozen in his account. After engaging the National Consumer Helpline (NCH), the issue was resolved swiftly, with the bank unfreezing the amount and restoring the consumer’s access to their account. Furthermore, other satisfied consumers shared their positive reviews with the department, praising the efficient and timely intervention by NCH in resolving their grievances.
Petroleum: A buyer in Telangana encountered extra charges that exceeded the MRP when receiving a cylinder he had booked. With the intervention of the National Consumer Helpline (NCH), the issue was swiftly resolved, and the consumer was compensated, safeguarding his rights. Additionally, consumers from various corners of the nation shared their views regarding the operation of NCH 2.0.
