AI-Enabled National Consumer Helpline (NCH) Revolutionizing Consumer Grievance Redressal

The Department of Consumer Affairs, under the Ministry of Consumer Affairs, Food and Public Distribution, has enhanced the National Consumer Helpline (NCH) with AI-enabled technology to improve consumer grievance redressal. The new system provides sector-wise analysis of complaints, ensuring faster resolution and greater consumer confidence. The initiative has significantly increased the number of calls received and grievances resolved, with consumer trust in NCH growing exponentially.

Key Highlights of AI-Enabled National Consumer Helpline (NCH 2.0)

Technological Advancements & Impact

• AI-driven National Consumer Helpline enables sector-wise analysis of grievances.
• Number of calls received increased from 12,553 (Dec 2015) to 1,55,138 (Dec 2024).
• Complaints registered per month surged from 37,062 (2017) to 1,12,468 (2024).
• Digital grievance registration increased from 54,893 (FY 2023-24) to 68,831 (FY 2024-25).

Faster Resolution & Disposal Time

• Grievance resolution time improved from 66.26 days (2023) to 48 days (2024).
• Consumers can register complaints via Toll-free number (1915) or Web Portal: NCH Portal.

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Convergence Partner Initiative

• Companies with highest grievances onboarded as ‘convergence partners’ for faster redressal.
• Number of convergence partners increased from 263 (2017) to 1,038 (2024).
• Sectors benefiting include education, broadband, e-commerce, banking, real estate, and petroleum.

Success Stories from Various Sectors

• 1. Broadband & Internet
• A consumer from West Bengal struggled to get a refund from an ISP for unused services.
• NCH intervention led to a full refund and account rectification.
• 2. E-Commerce
• A consumer from Karnataka received a defective product and faced difficulty in refunds.
• NCH ensured a swift replacement and refund, boosting trust in e-commerce.
• 3. Consumer Durables
• A citizen from Rajasthan faced malfunctioning issues in a purchased product.
• NCH intervention resulted in product replacement and an official apology from the company.
• 4. Digital Payment Mode
• A Delhi consumer’s account had ₹45,000 frozen due to a transaction failure.
• NCH resolved the issue quickly, restoring access and unfreezing funds.
• 5. Petroleum
• A buyer in Telangana was overcharged on an LPG cylinder.
• NCH ensured a refund and compensation, protecting the consumer’s rights.