NCH Experiences Surge in Calls and Complains as AI-Enabled System Boosts Consumer Grievance Redressal

Hyderabad: In a bid to enhance consumer grievance redressal mechanisms, the Department of Consumer Affairs has launched an AI-enabled National Consumer Helpline (NCH) system that offers sector-wise analysis of grievances. This cutting-edge technology aims to improve the speed and efficiency of resolving consumer issues, particularly in the education sector.

As a result of this technological advancement, the number of calls received by NCH has skyrocketed, with over 1,55,138 calls made in December 2024 - more than tenfold from 12,553 registered in December 2015. The surge reflects the growing trust and confidence of consumers in the helpline.

The average number of complaints registered per month has also seen a significant increase, surging from 37,062 in 2017 to 1,12,468 in 2024. Digitally filed grievances have increased from 54,893 in FY 2023-24 to 68,831 in FY 2024-25 as of December 2024.

The Department of Consumer Affairs urges all consumers to leverage the NCH by dialing 1915 or visiting https://consumerhelpline.gov.in/user/signup.php for products-related grievances. By utilizing this helpline, consumers can ensure their voices are heard and their issues are resolved promptly and effectively.

Notably, the average time taken to dispose of consumer grievances has decreased significantly. As of 2024, this rate stands at 48 days, down from 66.26 days in 2023. This reduction reflects a substantial improvement in resolution times, ensuring that consumers' concerns are addressed swiftly.

In an effort to enhance consumer welfare and promote fair trade practices, NCH has onboarded over 1,038 convergence companies - more than double the initial figure of 263 in 2017. These convergence partners have been tasked with prioritizing swift grievance redressal, leading to a Win-Win situation for consumers and companies.

With over 2 million calls and complaints now streamed through NCH's AI-driven system, the Department of Consumer Affairs remains committed to effectively addressing consumer grievances across various sectors, including education, broadband & internet, e-commerce, consumer durables, digital payment modes, petroleum, banking, healthcare, and automobiles.