How are NCH and e-Jagriti Revolutionizing Consumer Grievance Redressal?
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Synopsis
In a remarkable growth trajectory, the National Consumer Helpline (NCH) and e-Jagriti have revolutionized consumer grievance redressal in India. With tenfold increases in calls and complaint resolutions, these platforms are setting new standards for consumer rights. Discover how they are transforming the landscape of consumer protection.
Key Takeaways
- Tenfold increase in NCH call volume from 2015 to 2024.
- Over 12 lakh complaints resolved annually.
- Digital channels account for 65% of grievance registrations.
- e-Jagriti has processed 1.35 lakh case filings by mid-November 2025.
- Efficient complaint resolutions achieved within 21 days.
New Delhi, Dec 23 (NationPress) – The National Consumer Helpline (NCH) has experienced an extraordinary surge in calls, escalating from 12,553 in December 2015 to a remarkable 1,55,138 in December 2024, as revealed by official data released on the occasion of ‘National Consumer Day 2025’.
Moreover, the monthly average of registered complaints has inflated from 37,062 in 2017 to 1,11,951 in 2024. Currently, over 12 lakh complaints are resolved annually, with numerous grievances being settled within 21 days, thanks to the collaboration of 1,169 partner companies and advanced AI-driven systems ensuring expedited resolutions.
Digital platforms now represent nearly 65% of grievance registrations, with a significant uptick in complaints submitted via WhatsApp, which rose from 3% in March 2023 to 20% by March 2025.
The NCH has achieved a refund of Rs 27.61 crore to consumers between April 25, 2025, and October 31, 2025, effectively addressing 49,333 grievances across 30 sectors related to refund claims.
Available in 17 languages, the National Consumer Helpline allows consumers to lodge complaints through the Integrated Grievance Redressal Mechanism using various channels including WhatsApp, SMS, email, the NCH app, web portal, and the Umang app.
The Department urges consumers to utilize the toll-free number 1915 or the online portal to ensure their issues regarding goods or services are addressed efficiently, as stated in the official documentation.
Additionally, e-Jagriti, which was launched on January 1, 2025, has quickly emerged as a pivotal digital platform for consumer grievance redressal in India.
By mid-November 2025, this platform has processed over 1.35 lakh case filings and successfully resolved more than 1.31 lakh cases, boasting a user base of over 2.81 lakh registered individuals, including 1,400 non-resident Indians (NRIs).
A total of 466 complaints were lodged by NRIs from countries such as the United States (146), United Kingdom (52), UAE (47), Canada (39), Australia (26), and Germany (18).
In 2025, e-Jagriti has shown a significant improvement in case disposal efficiency. Between July and August, 27,545 cases were resolved, while 27,080 new cases were filed. During September and October, 24,504 cases were disposed of against 21,592 newly filed cases.
Point of View
I acknowledge the pivotal role of the National Consumer Helpline and e-Jagriti in enhancing consumer rights in India. The substantial increase in call volumes and resolved complaints reflects a growing awareness among consumers regarding their rights. These platforms are not just facilitating grievance redressal; they are redefining the consumer experience by ensuring timely and efficient resolutions. This development is crucial for maintaining public trust and promoting accountability across various sectors.
NationPress
23/12/2025
Frequently Asked Questions
What is the National Consumer Helpline?
The National Consumer Helpline (NCH) is a government initiative that offers support to consumers in addressing grievances related to goods and services.
How can I file a complaint with the NCH?
Complaints can be filed via the NCH app, email, SMS, WhatsApp, or through the toll-free number 1915.
What is e-Jagriti?
e-Jagriti is a digital platform launched in January 2025 for facilitating consumer grievance redressal, enabling users to file and resolve complaints online.
How many languages does the NCH support?
The NCH is available in 17 languages, catering to a diverse consumer base.
What kind of complaints can be addressed?
Complaints can range from issues with product quality and service delivery to refund claims, among others.
