National Consumer Helpline (NCH)

Context

Recently, the National Consumer Helpline (NCH), under the Department of Consumer Affairs (DoCA), is working to enhance transparency, accountability, and efficiency in addressing consumer complaints.

By leveraging partnerships, advanced technologies, and multilingual support, the NCH has made significant strides in improving grievance redressal for consumers in India.

Relevance:
GS-02 (Government policies and interventions)

Key highlights:

Expansion of Convergence Programme:
- NCH has partnered with over 1,000 companies across major sectors like e-commerce, travel, education, FMCG, and banking under its Convergence Programme to facilitate faster grievance resolution.
- Complaints related to these convergence companies are directly transferred online for resolution, minimising delays.
- The number of convergence partners has increased significantly, from 263 in 2017 to 1,009 in 2024.
Focus on Non-Convergence Companies:
- The DoCA has identified 10 non-convergence companies with the highest grievances in 2024–25, including Delhivery, Domino’s Pizza, Haier Appliances, and FirstCry.
- A meeting is scheduled next week to address unresolved grievances and onboard these companies into the Convergence Programme.
Technological Advancements with NCH 2.0:
- NCH is set to launch AI-powered speech recognition, translation systems, and a multilingual chatbot to streamline grievance filing.
- These systems will enable voice-based complaint filing in local languages, enhancing inclusivity and user experience.
- The move aims to reduce manual intervention and provide real-time assistance to consumers.
Increase in Consumer Engagement:
- The number of calls handled by NCH has grown exponentially, from 14,795 in January 2015 to 1,41,817 in January 2024.
- Monthly complaints registered surged from 37,062 in 2017 to 1,12,468 in 2024, reflecting growing consumer confidence.
Comprehensive Multilingual Support:
- The helpline now operates in 17 regional languages, ensuring accessibility for consumers across India. Complaints can be registered via the toll-free number 1915, the INGRAM portal, and platforms like WhatsApp, SMS, email, the NCH app, and the Umang app.
Commitment to Consumer Protection:
- NCH’s efforts are geared towards providing a hassle-free, cost-effective, and pre-litigation grievance redressal system.
- The initiative strengthens consumer trust and ensures a fair, transparent, and efficient resolution process.

Conclusion

The NCH’s revamped approach, with its growing partnerships and integration of advanced technologies, marks a pivotal step in enhancing consumer protection in India. By addressing grievances swiftly and inclusively, the helpline reinforces its role as a reliable platform for pre-litigation dispute resolution.