National Consumer Helpline Gets Major Upgrade to Boost Complaint Handling

The National Consumer Helpline (NCH) has been enhanced for easier complaint filing, supporting 17 languages and various methods. The initiative has significantly increased call handling capacity and complaint registrations, reflecting its success in aiding consumers nationwide.

The National Consumer Helpline (NCH) has undergone significant upgrades to facilitate easier complaint filing before resorting to court, according to Union Minister of State for the Ministry of Consumer Affairs, Food, and Public Distribution, BL Verma. Verma informed the Lok Sabha on July 24 that the enhanced NCH is accessible nationwide, supporting 17 languages, including Hindi, English, and regional dialects. Consumers can file complaints through the toll-free number 1915 or via WhatsApp, SMS, email, the NCH app, the web portal, or the Umang app.

The Ministry of Consumer Affairs stated that these transformative changes have substantially increased the call handling capacity of the NCH. The helpline addresses complaints across a wide spectrum of areas, including online shopping, banking, electronics, consumer goods, digital payments, telecom services, legal matters, retail stores, internet services, and other service agencies.

The initiative's success is evident in the significant rise in call volumes and grievances filed at the NCH in recent years. Data from the Ministry showed that the NCH received 1,07,966 complaints in FY 2024-25 between April 24 and June 24, compared to 83,832 cases in FY 2022-23 and 1,02,976 complaints in FY 2023-24.

To better assist consumers, the NCH consistently trains its staff in legal and technological skills through workshops, ensuring the helpline staff provides accurate consumer rights information and effective case management while maintaining data security. Established by the Department of Consumer Affairs, the NCH can be accessed through toll-free numbers 1800-11-4000 or 14404, SMS, or online via the 'INGRAM' portal at www.consumerhelpline.gov.in.