Lok Sabha Question No. 4315 (UNSTARRED), answered on 2026-03-18
Subject: Rising of Consumer Complaints regarding Mobile Phone Screens
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri M K Raghavan

## Ministry of Consumer Affairs, Food and Public Distribution

## Government of India Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO.4315

TO BE ANSWERED ON 18.03.2026

## RISING OF CONSUMER COMPLAINTS REGARDING MOBILE PHONE SCREENS

## 4315.  SHRI M K RAGHAVAN:

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

- (a) whether the Government is aware of the increasing number of complaints from consumers regarding display issues other than those arising from physical damage, appearing on mobile phone screens across various brands in the country and if so, the details thereof;
- (b) whether  the  Government  has  conducted  or  plans  to  conduct  any  investigation  into  whether  these display issues are caused by manufacturing defects, software updates or quality-control failures and if so, the details thereof;
- (c) whether the Government plans to issue any guidelines to mobile phone brands in the country for providing  free  screen  replacements  for  complaints  not  related  to  physical  damage  and  if  so,  the details thereof; and
- (d) whether  the Government  plans  to  create stricter standards and quality-check protocols for AMOLED/OLED displays used in smartphones sold in the country and if so, the details thereof?

## ANSWER

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

(a) to (d) : The National Consumer Helpline (NCH) administered by the Department of Consumer Affairs has emerged as a single point of access to consumers across the country for their grievance redressal at  prelitigation stage. Consumers can register their grievances from all over the country in 17 languages including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese and 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  channels-  WhatsApp  (8800001915),  SMS  (8800001915),  email  (nch-ca@gov.in), the  NCH  app,  the  web  portal  (consumerhelpline.gov.in)  and  the  Umang  app,  as  per  their  convenience. 1,398  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. Complaints against those companies who have not partnered with National Consumer Helpline are forwarded to the company for redressal.

The details of complaints regarding mobile screen issues received on NCH during the last two years (2024-2025)  along  with  the  nature  of  these  complaints  are  placed  at  the Annexure .  The  nature  of complaints include, inter alia, charging for repair or non-repair under warranty, delay in providing repair services, unsatisfactory customer service, delivery of defective or damaged products and the persistence of the same problem after repair.

The Department has launched, the Right to Repair Portal India (https://righttorepairindia.gov.in/) to provide  consumers with an easy access  to  information  for  repairing  their  products  and  enabling  them  to reuse  it.  A  total  of  sixty-six  (66)  companies  have  been  on-boarded  on  the  Right  to  Repair  Portal,  India including major brands from the Mobile and Electronics sector.

The Bureau of Indian Standards has published Indian Standards pertaining to OLED displays, which specify  terminology,  performance  parameters,  specifications,  and  test  methods  for  displays  used  in electronic  devices.  These  standards  apply  to  displays  used  in  electronic  devices  and  are  not  limited  to mobile phones. The following Indian Standards have been published in this regard:

1. IS 16178 - Display technologies LCD, PDP and OLED - Overview and explanation of differences in terminology.
2. IS 16306 (Part 1) - Organic light emitting diode (OLED) displays: Part 1 generic specifications.
3. IS/IEC  62341  (Part  1/Sec  2) -  Organic  Light  Emitting  Diode  OLED  displays-  Part  1-2: Terminology and letter symbols.
4. IS/IEC 62341 (Part 2/Sec 1) - Organic Light Emitting Diode OLED displays- Part 2-1: Essential ratings and characteristics of OLED display modules.
5. IS/IEC  62341  (Part  5) -  Organic  Light  Emitting  Diode  OLED  displays-  Part  5:  Environmental testing methods.
6. IS/IEC 62341 (Part 5/Sec 2) - Organic light emitting diode OLED displays Part 5-2: Mechanical endurance test methods.
7. IS/IEC 62341 (Part 5/Sec 3) -  Organic light  emitting diode OLED displays Part 5-3: Measuring methods of image sticking and lifetime.
8. IS/IEC 62341 (Part 6/Sec 1) -  Organic light  emitting diode OLED displays Part 6-1: Measuring methods of optical and electro-optical parameters.
9. IS/IEC 62341 (Part 6/Sec 2) - Organic Light Emitting Diode OLED displays Part 6-2: Measuring methods of visual quality and ambient performance.
10. IS/IEC 62341 (Part 6/Sec 3) -  Organic light  emitting diode OLED displays Part 6-3: Measuring methods of image quality.
11. IS/IEC 62341 (Part 6/Sec 4) Organic light emitting diode OLED displays - Part 6-4: Measuring methods of transparent properties.

These  standards  are  identical  to  the  corresponding  standards  published  by  the  International Electrotechnical Commission and are being followed globally.

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## ANNEXURE

ANNEXURE REFERRED TO IN REPLY TO PARTS (a) TO (d) OF LOK SABHA UNSTARRED QUESTION  NUMBER  NO.4315  FOR  ANSWER  ON  18.03.2026  REGARDING  'RISING  OF CONSUMER COMPLAINTS REGARDING MOBILE PHONE SCREENS'.

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Details of complaints regarding mobile screen issues received on NCH during the last two years (20242025) along with the nature of these complaints

|   Year |   No. of complaints registered |
|--------|--------------------------------|
|   2024 |                           7591 |
|   2025 |                           8672 |

## 2024

| S. No.   | Nature                                                                 |   Count |
|----------|------------------------------------------------------------------------|---------|
| 1        | Charging for repair / Not repaired under warranty                      |    1342 |
| 2        | Delay in Providing Repair services                                     |    1062 |
| 3        | Product found defective -No replacement/ refund as per customer demand |     915 |
| 4        | After Sales Services not provided                                      |     708 |
| 5        | Product damaged/ lost while providing services                         |     641 |
| 6        | Unsatisfactory Customer Service                                        |     589 |
| 7        | Delay in Providing services                                            |     492 |
| 8        | Same Problem Persist After Repairing / Repeat Repair issue             |     364 |
| 9        | Delivery of Defective / Damaged Product                                |     243 |
| 10       | Fraudulent Issue-Selling Fake/duplicate/counterfeit product            |     142 |
| 11       | Others                                                                 |    1093 |
| Total    | Total                                                                  |    7591 |

## 2025

| S. No.   | Nature                                                       |   Count |
|----------|--------------------------------------------------------------|---------|
| 1        | Problem arises in Device after Company Software Update       |    3261 |
| 2        | Delay in Providing Repair services                           |    1383 |
| 3        | Charging for repair / Not repaired under warranty            |    1222 |
| 4        | Unsatisfactory Customer Service                              |     753 |
| 5        | Delivery of Defective / Damaged Product                      |     534 |
| 6        | Same Problem Persist After Repairing / Repeat Repair issue   |     461 |
| 7        | Product damaged/ lost while providing services               |     412 |
| 8        | Wrong information or specification mentioned on Website      |      78 |
| 9        | Sale of Spurious /Selling Fake/duplicate/counterfeit product |      71 |
| 10       | Non Delivery of Product                                      |      64 |
| 11       | Others                                                       |     433 |
| Total    | Total                                                        |    8672 |