New Delhi: The National Consumer Helpline (NCH) has partnered with over 1,000 companies across various sectors to streamline grievance resolution for Indian consumers, said the Press Information Bureau (PIB) in a statement.
It added that the Department of Consumer Affairs (DoCA) has revamped the National Consumer Helpline (NCH) to provide a pre-litigation platform for consumers facing issues with products and services.
The partnership program, which has seen a significant increase in participation from 263 companies in 2017 to 1,009 companies today, covers major sectors including e-commerce, travel, education, FMCG, consumer durables, electronics, retail, automobiles, DTH & cable services, and banking.
Complaints lodged with the NCH related to these companies are directly transferred to them for online resolution, ensuring quick action and transparency. Otherwise, unresolved complaints should be addressed to the appropriate Consumer Commission under the 2019 Consumer Protection Act, it said.
The helpline, which received 14,795 calls in January 2015, now handles a staggering 1,41,817 calls per month as of January 2024. The average number of complaints registered monthly also saw a significant rise from 37,062 in 2017 to 1,12,468 in 2024.
To further bolster the grievance redressal system, the DoCA is scheduled to meet with the top ten non-convergence companies that have received the highest number of grievances in the current fiscal year to discuss and address the ongoing grievances and bring them onboard as convergence partners. These companies include Delhivery, Electronicscomp, Domino’s, Haier, FirstCry, Thomson, Mahindra & Mahindra, Rapido, Orient Electric, and Symphony. Representatives of these companies are expected to meet officials in a meeting this week.
The NCH is also undergoing a technological transformation with the integration of AI-based speech recognition, a translation system, and a multilingual chatbot under the NCH 2.0 initiative. This upgrade aims to make the grievance filing process more accessible and efficient for consumers across diverse linguistic backgrounds. The AI-powered speech recognition and translation systems will enable consumers to file complaints using voice commands in their native languages, reducing the need for manual intervention. The multilingual chatbot, meanwhile, will streamline the complaint-handling process with real-time assistance, reduced manual data entry, and an enhanced user experience.
The revamped NCH, available in 17 languages, serves as a central point of contact for consumers to lodge complaints via the toll-free number 1915, the INGRAM portal, or through various digital channels like WhatsApp, SMS, email, and mobile applications, said PIB. It added that NCH forwards complaints to the appropriate companies, regulators, or government departments for resolution.