NCH ​​2.0: A leap forward in consumer protection

The introduction of AI capabilities in the NCH marks a major shift in India’s consumer protection platform. Currently, the system operates in 17 languages, but with the upgrade to NCH 2.0, consumers will be able to file complaints via voice input in their local language.

Phone support usage sees significant increase thanks to technology upgrades

The NCH has seen a massive increase in usage, with monthly calls increasing to 141,817 in January 2024, up from 14,795 in January 2015.

Monthly complaint registrations also more than tripled to 112,468 this year, compared to 37,062 in 2017.

The Department of Consumer Affairs said these technological improvements aim to make the grievance filing process smoother and more efficient.

Collaborating with over 1,000 businesses for faster complaint resolution

As part of its convergence agenda, the NCH also announced strategic partnerships with more than 1,000 companies. The initiative aims to speed up the resolution of consumer complaints.

The program has grown to include large companies in sectors such as e-commercetravel, education and banking.

The number of participating companies has almost quadrupled, from 263 in 2017 to 1,009 currently.

NCH ​​will discuss partnership with companies with high number of grievances

The Ministry of Consumer Affairs flagged a few large companies with a high number of grievances, such as Delhivery Ltd and Domino’s Pizza.

They are expected to meet next week to include them in the partnership program.

This is part of the ministry’s ongoing efforts to strengthen consumer protection and accelerate the resolution of complaints through strategic partnerships.

Multiple channels available for consumers to access NCH

Consumers can contact the NCH via a toll-free number (1915), WhatsAppSMS, email and a dedicated mobile application.

If complaints are not resolved, they may be referred to the Consumer Commission under the Consumer Protection Act 2019.

This multi-channel approach ensures that consumers have multiple avenues to express concerns and seek redress.