New Delhi, February 7, 2025 – In a significant step toward improving consumer grievance redressal, the Department of Consumer Affairs, under the Ministry of Consumer Affairs, Food & Public Distribution, has implemented an AI-enabled National Consumer Helpline (NCH) system. This advanced technology provides sector-wise analysis of consumer grievances, ensuring more effective and timely resolutions.
The AI-driven system has led to a remarkable increase in consumer engagement. The number of calls received by NCH has surged from 12,553 in December 2015 to 1,55,138 in December 2024. Additionally, the average monthly complaints registered have grown from 37,062 in 2017 to 1,12,468 in 2024. The number of grievances submitted digitally has also increased significantly, from 54,893 in FY 2023-24 to 68,831 in FY 2024-25 (as of December 2024), demonstrating growing consumer confidence in the platform.
Consumers can access the National Consumer Helpline through the toll-free number 1915 or via the web portal consumerhelpline.gov.in for assistance with grievances related to products and services.
Faster Grievance Resolution
The implementation of AI has also improved the speed of grievance resolution. In 2024, the average grievance disposal time was reduced to 48 days, down from 66.26 days in 2023. This improvement highlights the effectiveness of the system in addressing consumer concerns more efficiently.
Expanding Consumer Protection Measures
A key initiative within the NCH system is the onboarding of companies with the highest number of consumer grievances as ‘convergence partners.’ These companies are required to prioritize consumer complaints and collaborate with the helpline for swift resolutions. The number of convergence companies has grown significantly, from 263 in 2017 to 1,038 in 2024, reflecting the system’s impact on consumer protection and fair trade practices.
Success Stories Across Key Sectors
The AI-enabled system has already demonstrated positive outcomes across various sectors:
- Broadband & Internet: A consumer in West Bengal successfully obtained a refund from an internet service provider for unavailed services following NCH intervention.
- E-Commerce: A consumer in Karnataka received a replacement and refund for a defective product after filing a grievance with NCH.
- Consumer Durables: A Rajasthan consumer had a faulty product replaced and received an apology from the manufacturer after prolonged complaints.
- Digital Payment Services: A Delhi consumer had Rs. 45,000 unfrozen from their account after NCH facilitated a swift resolution with the concerned bank.
- Petroleum: A Telangana customer was compensated after being charged more than the Maximum Retail Price (MRP) for an LPG cylinder.
Strengthening Consumer Trust
The National Consumer Helpline remains a cornerstone of consumer protection, offering a pre-litigation redressal mechanism across sectors such as banking, real estate, digital payments, healthcare, automobiles, and e-commerce. The AI-driven advancements in grievance analysis and resolution ensure enhanced consumer satisfaction and trust, benefiting both consumers and businesses alike.
For more information or to register a complaint, visit consumerhelpline.gov.in.
