The National Consumer Helpline (NCH), under the Department of Consumer Affairs, Government of India, has taken a significant step forward in resolving consumer grievances by partnering with over 1,000 companies as part of its Convergence Programme. This initiative aims to accelerate the resolution process for complaints across various sectors, including e-commerce, travel, banking, automobiles, FMCG, and education. Through these partnerships, consumer grievances are directly forwarded to the respective companies for online resolution, promoting transparency and accountability.
Since its inception, convergence partners have grown substantially from 263 companies in 2017 to 1,009 in 2024. This expansion has enhanced the helpline’s ability to handle grievances efficiently, addressing issues before they escalate to litigation and fostering consumer trust. In cases where complaints remain unresolved, consumers are encouraged to approach the relevant Consumer Commission under the Consumer Protection Act, 2019.
In addition to its growing network of partners, the Department of Consumer Affairs has been actively monitoring grievance data to improve the redressal process. A list of top non-convergence companies with the highest number of grievances was compiled recently. A meeting is planned with these companies to address their ongoing issues and discuss the potential for them to join the Convergence Programme.
Technological advancements have been crucial in enhancing NCH’s grievance-handling capacity. Since 2015, the number of calls received by the helpline has increased nearly tenfold, from 14,795 calls in January 2015 to 141,817 in January 2024. Similarly, the monthly average of registered complaints has surged, demonstrating growing consumer confidence in the system.
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The NCH is now embarking on the NCH 2.0 initiative, which includes the introduction of AI-based Speech Recognition, a Translation System, and a Multilingual Chatbot. These technological upgrades aim to streamline the grievance filing process by allowing consumers to submit complaints using voice input in their local languages, reducing manual intervention, and providing real-time assistance through the chatbot. This will ensure that consumers from diverse linguistic backgrounds can access the grievance redressal system equally.
The revamped NCH system now operates in 17 languages, making it accessible to a wider demographic across India. Grievances can be registered via the toll-free number 1915, the INGRAM portal, and other digital platforms such as WhatsApp, SMS, email, and mobile apps. Once complaints are registered, NCH promptly forwards them to the relevant authorities for resolution. These improvements are part of the government’s ongoing efforts to provide a more efficient, inclusive, and cost-effective grievance resolution process, ensuring enhanced consumer protection nationwide.