The National Consumer Helpline (NCH) incorporates AI-based speech recognition and translation technology to enhance accessibility. The helpline, revamped by the Department of Consumer Affairs, now operates in 17 languages and serves as a single-window solution for pre-litigation dispute resolution.

Consumers across India can lodge complaints through multiple channels, including the toll-free number 1915, WhatsApp, SMS, email, the NCH app, the web portal, and the Umang app, making grievance redressal more seamless and inclusive. The AI-powered Speech Recognition and Translation System enables consumers to file complaints in their local languages through voice input, significantly reducing manual intervention. The AI-enabled chatbot provides real-time assistance, ensuring faster resolution and a better user experience.

With operations running from 8 AM to 8 PM daily, except on national holidays, the helpline has expanded its reach exponentially. Consumer complaints have surged from 37,062 per month in 2017 to 1,12,468 monthly in 2024, reflecting growing public confidence in the system. WhatsApp-based grievance filing has also witnessed a significant rise, from 3% in March 2023 to 18% in December 2024.

A key aspect of NCH’s success is its voluntary convergence partner program, where businesses collaborate to resolve consumer disputes before legal escalation. This initiative aligns with Corporate Governance and Social Responsibility (CSR) efforts, with the number of participating companies increasing from 263 in 2017 to 1,038 in 2024.

NCH's technological transformation has significantly boosted its capacity, with calls handled increasing tenfold—from 12,553 in December 2015 to 1,55,138 in December 2024. This growth underscores consumers' trust in the helpline’s ability to deliver timely and effective solutions.

The upgraded NCH website enhances accessibility with modern features, improved navigation, and faster grievance resolution. These advancements cement NCH’s role as a technology-driven consumer empowerment initiative, ensuring that every citizen, regardless of language or digital proficiency, has equal access to consumer justice.

Note: Shri B.L. Verma, Union Minister of State for Consumer Affairs, Food & Public Distribution, shared this information in a reply to the Rajya Sabha.

Source: PIB