National AI-Powered Consumer Complaint Platform Established; Provides Sectoral Breakdown of Complaints Received
The National Consumer Helpline (NCH), accessible via the toll-free number 1915 or web portal https://consumerhelpline.gov.in/user/signup.php, has seen a significant increase in its operations over the years. Since its inception, the number of complaints registered per month has surged, reflecting the growing need for consumer protection. The NCH's strategy involves proactively identifying and transitioning companies with the highest number of grievances to convergence partners. As a result, the number of convergence partners has grown from 263 in 2017 to over 1,038, including private companies, regulators, ombudsmen, and government agencies. These convergence partners, now numbering 1,142, are responsible for faster complaint handling and higher complaint resolution rates. Many large companies with high consumer grievances have become official convergence partners of the NCH. Once onboarded, these companies are required to prioritize swift and effective grievance redressal in collaboration with the NCH. The NCH's initiative has shown significant results, particularly in the education sector, where faster resolution of consumer complaints has become a priority. This is achieved through the use of AI-driven, sector-specific analysis, which allows convergence partners to act more effectively and efficiently in resolving consumer issues. The disposal rate of consumer grievances on the NCH has also improved, decreasing to 48 days in 2024, down from 66.26 days in 2023. This substantial improvement in resolution time is a testament to the success of the NCH's initiative. The NCH operates at the pre-litigation stage, allowing consumers to avoid formal legal proceedings. It encourages consumers to utilise the helpline for any grievances related to products or services. The monthly average number of grievances registered digitally has also increased from FY 2023-24 to FY 2024-25 as of December 2024. The NCH's ongoing initiative has been a cornerstone in the effective and timely redressal of consumer grievances across various sectors, including Broadband & Internet, E-commerce, Consumer Durables, Digital Payment Modes, Petroleum, Banking, healthcare, consumer durables, real estate, and automobiles. The Department of Consumer Affairs has adopted an AI-enabled National Consumer Helpline (NCH) system, aiming at enhancing consumer welfare and promoting fair trade practices. The NCH's initiative continues to evolve, promising a brighter future for consumer protection in India.
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