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.
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