The National Consumer Helpline (NCH) is set to introduce a range of artificial intelligence-based features as part of an ambitious upgrade to its consumer grievance system. This new technological initiative, called NCH 2.0, will incorporate speech recognition and multilingual chatbots to enhance the efficiency and accessibility of the helpline. In addition, the NCH has announced partnerships with over 1,000 companies to expedite the resolution of consumer complaints, marking a significant step towards improving consumer protection in India.
The integration of AI capabilities into the helpline will allow consumers to file complaints using voice input in their local languages. This marks a major leap forward in transforming the consumer grievance process, making it more inclusive and accessible to a diverse range of people across the country. The NCH platform currently operates in 17 languages, and the new AI features are expected to make it easier for consumers to lodge complaints in their preferred language, further broadening the helpline’s reach and usability.
The Department of Consumer Affairs, which oversees the helpline, has noted the significant increase in the usage of the NCH in recent years. Monthly calls to the helpline have surged from just 14,795 in January 2015 to 141,817 in January 2024, reflecting growing consumer awareness and confidence in the system. Similarly, the number of complaints registered has tripled, rising from 37,062 in 2017 to 112,468 in 2024. These statistics highlight the growing demand for consumer assistance and the helpline’s ability to adapt to this increasing need.
In a statement, the Department of Consumer Affairs explained, “These technological upgrades are aimed at making the grievance filing process more seamless, efficient, and inclusive.” The introduction of speech recognition and multilingual support will make it easier for consumers from different regions and linguistic backgrounds to interact with the system, reducing barriers to access.
As part of its technological and service expansion, the NCH has also launched the Convergence Programme, which involves partnerships with major companies across various sectors such as e-commerce, travel, education, and banking. The programme aims to bring large corporations and service providers into the NCH framework to help address and resolve consumer grievances more effectively.
The number of companies participating in the Convergence Programme has grown significantly, increasing nearly fourfold from 263 in 2017 to 1,009 currently. This expansion reflects a concerted effort to engage with companies that handle large volumes of consumer complaints and ensure that these grievances are resolved swiftly and fairly. The Department of Consumer Affairs has identified several high-profile companies with a history of significant consumer complaints, such as Delhivery Ltd and Domino’s Pizza, and plans to meet with their representatives next week to discuss bringing them into the partnership programme.
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Consumers can now access the helpline through a variety of channels, including a toll-free number (1915), WhatsApp, SMS, email, and a dedicated mobile app. These multiple access points ensure that consumers can easily reach the helpline regardless of their location or preferred communication method. In cases where complaints are not resolved satisfactorily, consumers can escalate their issues to the Consumer Commission under the Consumer Protection Act of 2019.
The introduction of AI features and the expansion of partnerships with leading companies are part of a broader initiative to strengthen consumer rights and improve the overall grievance redressal mechanism in India. With more companies joining the Convergence Programme and the ongoing integration of advanced technologies, the NCH aims to become an even more powerful tool for consumer protection in the coming years.
This development signals a positive shift towards enhancing consumer empowerment and ensuring that businesses remain accountable to their customers. By leveraging technology to streamline the complaints process, the NCH is setting a new standard for consumer service and grievance resolution in India. As the NCH continues to evolve, it is expected to play a key role in improving the consumer experience and fostering trust in the marketplace.
