Lok Sabha Question No. 372 (UNSTARRED), answered on 2024-07-24
Subject: National Consumer Helpline
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri Sanjay Haribhau Jadhav

## Government of India

## Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs

## LOK SABHA

## UNSTARRED QUESTION NO. 372 (OIH)

## TO BE ANSWERED ON 24.07.2024

## NATIONAL CONSUMER HELPLINE

## 372. SHRI SANJAY HARIBHAU JADHAV:

(OIH)

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h be pleased to state:

- (a) the usage in percentage of the National Consumer Helpline in the country;
- (b) whether consumers are getting the proper assistance through this and if so, the details thereof;
- (c) the number of complaints being received by the National Consumer Helpline every month along with the details thereof;
- (d) the details of the areas to which they relate to;
- (e) whether there is a need to involve people with knowledge of law or technology to upgrade and strengthen the consumer helpline setup and to help resolve cases;
- (f) if so, the response of the Union Government thereto; and
- (g) the extent to which the Mediation Act, 2023 is helpful in speeding up the process?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h ( श्री बी . एल . वर्मा )

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

(a) to (g)  : The Department of Consumer Affairs has revamped, the National Consumer Helpline (NCH) which has emerged as a single point of access to consumers across the country for grievance redressal at pre-litigation stage.  It is available to all  consumers of the country wherein consumers can register their grievances  from  all  over  the  country  in  17  languages  (i.e.  Hindi,  English,  Kashmiri,  Punjabi,  Nepali, Gujarati,  Marathi,  Kannada,  Telugu,  Tamil,  Malayalam, Maithali, Santhali,  Bengali,  Odia,  Assamese, Manipuri) through a toll-free number 1915. These grievances can be registered on Integrated Grievance Redressal Mechanism (INGRAM), an omni- channel IT enabled central portal, through various channelsWhats App, SMS, mail, NCH app, web portal, Umang app as per their convenience.

Transformative changes and technological upgradation of the NCH has led to increase in the call handling capacity of National Consumer Helpline. Number of calls received at NCH has increased during the last few years.  These initiatives taken by the Department have also encouraged consumers to register their grievances on the NCH manifested with an increase in the number of grievances registered at NCH.

Average number of complaints registered during a month with the National Consumer Helpline is as per the table below:

| Financial Year              | Average number of dockets registered on monthly basis   |
|-----------------------------|---------------------------------------------------------|
| Apr'24 ~ June'24 (2024~ 25) | 1,07,966                                                |
| 2023 ~ 2024                 | 1,02,976                                                |
| 2022 ~ 2023                 | 83,832                                                  |

The  National  Consumer  Helpline  receives  complaints  related  to  a  broad  spectrum  of  consumer related  issues  like  E-Commerce,  Banking,  Electronic  Products,  Consumer  Durables,  Digital  Payment, Telecom, Legal, Retail Outlets, Broadband & Internet and Agency Services.

The National Consumer Helpline regularly trains their staff, equipping them with the knowledge and skills needed in the legal and technology field to handle complex cases effectively by conducting training workshops from time to time.  This ensures that helpline counsellors not only offer comprehensive and accurate information to the consumers about existing regulatory frameworks and consumer rights related issues but also ensure efficient case management, data security and confidentiality.

The  Mediation  Act,  2023  provides  for  a  voluntary  option  to  parties  to  mediate  any  civil  and commercial  disputes  before  instituting  any  legal  proceedings  in  court  thus  leading  to  out  of  court  and amicable settlement of disputes.

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