Enhancing Consumer Grievance Resolution in India
In a significant move to improve consumer rights, the National Consumer Helpline (NCH) has partnered with over 1,000 companies through its Convergence Programme. This initiative aims to streamline the grievance resolution process for consumers across various sectors. The companies involved include major players in e-commerce, travel, education, FMCG, consumer durables, electronics, retail, automobiles, and banking. By directly transferring complaints to these companies, the NCH seeks to expedite the resolution process and enhance consumer trust.
Growth of the Convergence Programme
Since its inception, the Convergence Programme has seen remarkable growth. In 2017, the NCH had only 263 partner companies. As of now, that number has surged to 1,009. This increase underscores the importance of these partnerships in improving the efficiency of the helpline. The NCH aims to address consumer complaints at the pre-litigation stage, which helps foster greater transparency and accountability among businesses.
Consumers can now expect quicker resolutions to their grievances. However, if a complaint remains unresolved, they are encouraged to approach the appropriate Consumer Commission under the Consumer Protection Act of 2019. This dual approach not only empowers consumers but also holds companies accountable for their services. The NCH’s efforts to expand its network of convergence partners reflect a commitment to enhancing consumer rights and ensuring that grievances are addressed promptly.
Monitoring Grievances and Identifying Challenges
The Department of Consumer Affairs (DoCA) plays a crucial role in monitoring grievance data to improve the overall redressal process. Recently, the department identified the top ten non-convergence companies that received the highest number of grievances in the current fiscal year (2024-25). These companies include Delhivery Limited, Electronicscomp.com, and Domino’s Pizza, among others.
To address these ongoing issues, a meeting with these companies is scheduled for next week. The goal is to discuss the grievances and encourage these companies to join the Convergence Programme. This proactive approach aims to tackle the challenges faced by consumers and improve the overall service quality of these businesses. By bringing more companies into the fold, the NCH hopes to create a more robust grievance resolution ecosystem.
Technological Advancements in Grievance Handling
The NCH has undergone a technological transformation that has significantly increased its call-handling capacity. The number of calls received has grown nearly tenfold, from 14,795 in January 2015 to 141,817 in January 2024. This surge reflects the growing confidence of consumers in using the helpline to register their grievances. The average number of complaints registered per month has also seen a dramatic rise, from 37,062 in 2017 to 112,468 in 2024.
To further enhance the grievance redressal system, the NCH is introducing AI-based Speech Recognition, a Translation System, and a Multilingual Chatbot as part of its NCH 2.0 initiative. These technological upgrades aim to make the grievance filing process more seamless and inclusive. The AI-powered Speech Recognition and Translation System will allow consumers to file complaints using voice input in their local languages. This minimizes manual intervention and makes the process more user-friendly.
Expanding Accessibility for Consumers
The revamped National Consumer Helpline is now the central point of access for consumers across India. It offers grievance redressal in 17 languages, including Hindi, English, and various regional languages. Consumers can register their grievances via the toll-free number 1915 or through the Integrated Grievance Redressal Mechanism (INGRAM) portal. This centralized IT-enabled system provides multiple channels for filing complaints, including WhatsApp, SMS, email, and mobile apps.
Once complaints are received, the NCH forwards them to the respective companies, regulators, or government departments for resolution. This streamlined process ensures that consumers receive timely assistance and that their grievances are addressed effectively. The Department of Consumer Affairs is committed to providing a hassle-free and efficient grievance resolution process, marking a significant step forward in consumer protection in India.
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