Lok Sabha Question No. 2870 (UNSTARRED), answered on 2025-12-17
Subject: National Consumer Helpline
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri Chavda Vinod Lakhamshi, Shri Nalin Soren, Shri Jugal Kishore, Shri Rajkumar Chahar

## Government of India

## Ministry of Consumer Affairs, Food and Public Distribution

## Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO. 2870 (OIH) TO BE ANSWERED ON 17.12.2025

## NATIONAL CONSUMER HELPLINE

2870.  SHRI CHAVDA VINOD LAKHAMSHI:

(OIH) SHRI NALIN SOREN:

SHRI JUGAL KISHORE:

SHRI RAJKUMAR CHAHAR:

## Will the Minister of CONSUMER  AFFAIRS,  FOOD  AND  PUBLIC DISTRIBUTION be pleased to state:

- (a) the  total  number  of  complaints  received  on  the  National  Consumer  Helpline  (NCH)  in  the country particularly in Jharkhand and Jammu and Kashmir along with the details of dockets registered on the said helpline during the last three years, year-wise;
- (b) the details and the average number of complaints registered per month through NCH;
- (c) the status of disposal of complaints received during the said period and the average time taken to resolve complaints; and
- (d) the details of the steps taken by the Government for expeditious disposal of complaints?

## ANSWER

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI B.L.VERMA)

(a) to (d) : The year-wise details of the complaints registered, complaints disposed of and the average number of complaints registered per month on NCH during the last three years are as follows:

|   S. No. |   Year | Total no. complaints registered   | Total no. of complaints disposed   | Average no. of complaints registered per month   |
|----------|--------|-----------------------------------|------------------------------------|--------------------------------------------------|
|        1 |   2022 | 9,54,199                          | 9,54,199                           | 79,517                                           |
|        2 |   2023 | 11,67,571                         | 11,67,571                          | 97,298                                           |
|        3 |   2024 | 13,43,412                         | 13,43,412                          | 1,11,951                                         |

Data of complaints received and complaints disposed on the helpline in Jharkhand and Jammu and Kashmir during the last three years is as per the table below:

| S.   | State/UT       | 2022     | 2022     | 2023     | 2023     | 2024     | 2024     |
|------|----------------|----------|----------|----------|----------|----------|----------|
| No.  |                | Received | Disposed | Received | Disposed | Received | Disposed |
| 1    | JHARKHAND      | 17370    | 17370    | 19969    | 19969    | 21838    | 21838    |
| 2    | JAMMU& KASHMIR | 6874     | 6874     | 7967     | 7967     | 9178     | 9178     |

The website of the National Consumer Helpline (NCH) has been upgraded to serve as the central point  of  access  for  consumers  across  India  seeking  grievance  redressal  at  pre-litigation  stage.  This website includes enhanced functionality, modern features, and improved navigation with a user-centric design. It incorporates advanced features, offering faster grievance resolution and a more efficient user experience.

In  a  significant move to further enhance grievance redressal, NCH has introduced AI-based Speech Recognition, a Translation System, and an AI enabled Chatbot as part of the NCH 2.0 initiative. These technological advancements aim to make the grievance filing process more seamless, efficient, and inclusive. The AI-powered Speech Recognition and Translation System enables consumers to file complaints through voice input, reducing manual intervention. The AI enabled Chatbot provides realtime assistance, streamlining complaint-handling processes, and improving the overall user experience. These upgrades ensure that consumers from diverse linguistic backgrounds have equal access to the grievance redressal system.

1,169  companies,  who  have  voluntarily  partnered  with  NCH  as  part  of  the  'Convergence' programme directly  respond to  these  grievances  according  to  their  redressal  process  and  revert  by providing a feedback to the complainant on the portal. The complaints received during the year are redressed in time bound manner as per the prescribed SOP.  The average time taken for resolution of complaints has been reduced from 58 days during the year 2024 to 21 days in 2025.

The  technological  transformation  of  the  NCH  has  significantly  boosted  its  call-handling capacity which, interalia, includes receiving complaints on Web Portal, SMS, UMANG App, NCH App and Call Centre through toll free no.1915.  The number of calls received by NCH has grown from 70,159 in October 2019 to 3,08,130 in October 2025. This growth reflects the rising confidence of consumers in the helpline. Similarly, the average number of complaints registered per month has surged from 37,062 in 2017 to 1,42,605 in 2025 [as on 31.10.2025]. Additionally, grievance registration via WhatsApp  has  gained  momentum,  with  the  percentage  of  complaints  filed  through  the  platform increasing from 11% in October 2023 to 30% in October 2025 demonstrating a growing preference for digital communication channels.

*****