Enhancements to the National Consumer Helpline
The National Consumer Helpline (NCH) has undergone significant improvements to better serve consumers across India. This revamped helpline now stands as a crucial resource for grievance redressal at the pre-litigation stage. With a commitment to accessibility and efficiency, the NCH aims to empower consumers by providing them with multiple channels to voice their complaints. The helpline is available in 17 languages, ensuring that individuals from diverse linguistic backgrounds can easily register their grievances.
Comprehensive Access to Grievance Redressal
The NCH operates as a single point of access for consumers nationwide. It offers a toll-free number, 1915, where individuals can report their issues. The Integrated Grievance Redressal Mechanism (INGRAM) supports this process, allowing consumers to submit complaints through various channels. These include WhatsApp, SMS, email, the NCH app, and the official web portal. This multi-channel approach provides consumers with flexibility and convenience, making it easier for them to seek assistance.
The helpline operates daily from 8 AM to 8 PM, excluding national holidays. To enhance user experience, a call-back facility is available, ensuring that consumers receive timely responses. A dedicated call center has been established to manage the increasing volume of calls and complaints. This commitment to service is reflected in the growing number of registered complaints, which has surged in recent years.
Growth in Consumer Engagement
The technological advancements implemented in the NCH have significantly increased its call-handling capacity. The number of calls received has skyrocketed from 12,553 in December 2015 to an impressive 155,138 in December 2024. This growth indicates a rising trust among consumers in the helpline’s ability to address their concerns. Additionally, the average number of complaints registered monthly has also seen a remarkable increase, rising from 37,062 in 2017 to 112,468 in 2024.
Digital communication channels have become increasingly popular among consumers. Complaints filed via WhatsApp have grown from just 3% in March 2023 to 18% by December 2024. This trend highlights the shift towards digital platforms for grievance registration, making it essential for the NCH to continue enhancing its online services.
Technological Innovations for Enhanced Service
In a bid to further streamline the grievance redressal process, the NCH has introduced several technological innovations as part of its NCH 2.0 initiative. These include AI-based Speech Recognition, a Translation System, and an AI-enabled Chatbot. These advancements aim to make the complaint filing process more seamless and efficient.
The AI-powered Speech Recognition and Translation System allows consumers to file complaints using voice input in their local languages. This feature reduces the need for manual intervention, making the process quicker and more user-friendly. Meanwhile, the AI-enabled Chatbot offers real-time assistance, helping consumers navigate the complaint-handling process more effectively. These upgrades ensure that individuals from various linguistic backgrounds can access the grievance redressal system without barriers.
Upgraded Online Platform for Consumers
The NCH’s website has also received a significant upgrade, transforming it into a central hub for grievance redressal. The new design features enhanced functionality and improved navigation, making it easier for consumers to find the information they need. The user-centric approach ensures that individuals can quickly access the services they require.
The website incorporates advanced features that facilitate faster grievance resolution. This improvement is crucial in meeting the growing demands of consumers who seek efficient and effective solutions to their complaints. By prioritizing user experience, the NCH aims to foster greater trust and engagement among consumers.
Observer Voice is the one stop site for National, International news, Editor’s Choice, Art/culture contents, Quotes and much more. We also cover historical contents. Historical contents includes World History, Indian History, and what happened today. The website also covers Entertainment across the India and World.