Enhancing Consumer Grievance Redressal in India
The Department of Consumer Affairs in India has taken a significant step to improve consumer grievance redressal. Under the Ministry of Consumer Affairs, Food and Public Distribution, the department has launched an AI-enabled National Consumer Helpline (NCH). This new system provides sector-wise analysis of grievances, aiming to enhance the speed and efficiency of resolving consumer issues. With a particular focus on the education sector, this initiative is set to transform how consumers address their complaints.
Growth of the National Consumer Helpline
The National Consumer Helpline has experienced remarkable growth since its inception. The number of calls received has surged from just 12,553 in December 2015 to an astonishing 155,138 by December 2024. This tenfold increase indicates a growing trust among consumers in the helpline’s capabilities. Additionally, the average number of complaints registered monthly has risen significantly, from 37,062 in 2017 to 112,468 in 2024. The digital registration of grievances has also seen a notable increase, with monthly averages climbing from 54,893 in the fiscal year 2023-24 to 68,831 in 2024-25.
This surge in engagement reflects a broader trend of consumers seeking assistance through digital platforms. The NCH is accessible via a toll-free number, 1915, and through its web portal. The department encourages all consumers to utilize these resources for any grievances related to products or services. By doing so, consumers can ensure their voices are heard and their issues are resolved promptly.
Improved Grievance Resolution Times
One of the most significant achievements of the NCH is the reduction in grievance disposal time. In 2024, the average time taken to resolve consumer grievances decreased to 48 days, down from 66.26 days in 2023. This improvement is a testament to the effectiveness of the new AI-driven system. The quicker resolution of complaints not only benefits consumers but also enhances their overall trust in the helpline.
A key strategy of the NCH involves identifying companies with high numbers of unresolved grievances and transitioning them to ‘convergence partners.’ These companies are required to prioritize swift grievance redressal in collaboration with the NCH. Since 2017, the number of convergence partners has grown from 263 to over 1,038. This proactive approach ensures that companies take consumer complaints seriously and work towards resolving them efficiently.
Sector-Specific Success Stories
The NCH has made significant strides across various sectors, including education, broadband, e-commerce, and more. For instance, a consumer from West Bengal faced challenges in obtaining a refund from an internet service provider. After contacting the NCH, the issue was resolved quickly, and the provider issued a full refund. Such success stories are becoming increasingly common, showcasing the effectiveness of the helpline.
In the e-commerce sector, a consumer from Karnataka reported a defective product. The NCH intervened, and the product was replaced, along with a prompt refund. This swift action has bolstered consumer confidence in online shopping platforms. Similarly, a citizen from Rajasthan experienced a malfunction in a purchased product. The NCH facilitated a prompt replacement and an apology from the company, further demonstrating its commitment to consumer rights.
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