The National Consumer Helpline (NCH) has undergone a major revamp, emerging as a primary resource for consumer grievance redressal in India. The technologically advanced helpline now offers greater accessibility and efficiency, leading to a significant increase in usage. A press release on its operation was issued on February 4, 2025.
Accessibility and Reach
The NCH is available in 17 languages, ensuring broad reach across the country. Consumers can register complaints through multiple channels, including a toll-free number (1915), WhatsApp (8800001915), SMS (8800001915), email (nch-ca@gov.in), the NCH app, the web portal and the Umang app. The helpline operates from 8 AM to 8 PM, seven days a week (except national holidays), with a call-back facility and dedicated call center.
Increased Engagement
The technological improvements have drastically increased the NCH’s capacity. Calls received have increased tenfold, from 12,553 in December 2015 to 155,138 in December 2024. Average monthly complaint registrations have also risen substantially, from 37,062 in 2017 to 112,468 in 2024. WhatsApp usage for complaints has grown from 3% in March 2023 to 18% in December 2024, highlighting the increasing preference for digital channels.
AI-Powered Enhancements (NCH 2.0)
The NCH 2.0 initiative introduces AI-based Speech Recognition, a Translation System, and an AI-enabled Chatbot. These advancements aim to streamline the complaint process, making it more efficient and inclusive. Voice input in local languages is now possible, and the chatbot provides real-time assistance.
Upgraded Website
The NCH website has also been revamped with enhanced functionality, modern features, and improved navigation, providing a user-centric design and faster grievance resolution.
Convergence Partners
The NCH actively collaborates with companies who voluntarily join the program to resolve consumer complaints efficiently at the pre-litigation stage. The number of these “convergence partners” has increased from 263 in 2017 to 1038 currently.
Monthly Complaint Registration Statistics
The following table shows the average number of monthly complaint registrations:
| Financial Year | Average number of dockets registered on monthly basis |
|---|---|
| Apr’24 – Dec’24 (2024-25) | 113,551 |
| 2023-24 | 102,976 |
| 2022-23 | 83,832 |
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Key Takeaway
The NCH’s technological transformation has significantly improved its reach and effectiveness, empowering consumers to easily voice their concerns and seek redressal. The AI-powered features and multi-channel accessibility reflect a commitment to meeting the evolving needs of consumers and promoting efficient dispute resolution. The steady increase in registered complaints demonstrates the growing public trust in the NCH as a reliable resource.
