GG News Bureau
New Delhi, 7th Feb. The Department of Consumer Affairs has introduced an AI-powered National Consumer Helpline (NCH) to enhance grievance redressal efficiency, offering sector-wise complaint analysis. The helpline, available via toll-free 1915 and the web portal consumerhelpline.gov.in, has significantly improved response times and consumer confidence.
Since its inception, complaint registrations have surged over tenfold, with monthly grievances increasing from 37,062 in 2017 to 1,12,468 in 2024. Additionally, the grievance disposal time has reduced from 66 days in 2023 to 48 days in 2024.
A key feature of the new system is the ‘convergence partner’ model, where companies with high consumer complaints must prioritize redressal. The number of such partners has grown from 263 in 2017 to 1,038 in 2024.
The AI-driven initiative has successfully resolved cases across sectors, including e-commerce, broadband, banking, and digital payments. Examples include swift refunds, service restorations, and dispute resolutions, reinforcing consumer trust.
With this technological advancement, the NCH is set to play a pivotal role in consumer rights protection, ensuring faster and more transparent dispute resolution.
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