New Delhi, Dec 26 (NationPress) The modernized National Consumer Helpline (NCH) operated by the Centre's Department of Consumer Affairs has experienced a remarkable tenfold increase in call handling capacity, with the average monthly complaints soaring to 1,12,468 in 2024, according to an official announcement made on Thursday.

The NCH acts as the initial point of contact for consumers, addressing concerns before they escalate into legal disputes. Grievance resolution is typically achieved within 45 days, alleviating the strain on Consumer Commissions.

The NCH's technological enhancements have significantly increased its capacity to handle calls. The volume of calls received has surged from 14,795 in January 2015 to 1,41,817 in January 2024, indicating a growing trust among consumers in this helpline, as stated in the report.

Moreover, the average monthly complaints have risen from 37,062 in 2017 to 1,12,468 in 2024. Notably, the use of WhatsApp for grievance registration has also increased, with complaints filed through this platform rising from 3 percent in March 2023 to 25 percent in March 2024, showcasing a shift towards digital communication preferences.

The number of convergence partners associated with the National Consumer Helpline has grown from 263 companies in 2017 to 1009 companies in 2024.

This expansion emphasizes the significance of these collaborations in improving the efficiency of the helpline, allowing for prompt and effective grievance resolution, and fostering transparency and accountability. These partnerships ensure that consumer issues are addressed at the pre-litigation stage, strengthening trust among consumers. However, in cases where grievances remain unresolved, consumers are advised to contact the relevant Consumer Commission under the Consumer Protection Act, as detailed in the statement.

The helpline is accessible in 17 languages, including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese, and Manipuri, enabling consumers from all regions to voice their concerns through the toll-free number 1915.

Grievances can be reported via the Integrated Grievance Redressal Mechanism (INGRAM), an omni-channel, IT-enabled central portal that supports various methods: WhatsApp (8800001915), SMS (8800001915), email (nch-ca[at]gov.in), the NCH app, the web portal (consumerhelpline.gov.in), and the Umang app, providing convenience and flexibility for users.

The helpline operates from 8 a.m. to 8 p.m. every day of the week, excluding national holidays. To further improve accessibility, a call-back option is available, and a dedicated call center has been set up to ensure prompt assistance.

In a notable initiative aimed at improving grievance resolution, the NCH has launched AI-driven Speech Recognition, a Translation System, and a Multilingual Chatbot as part of the NCH 2.0 initiative. These advancements are designed to streamline and enhance the grievance filing process, making it more efficient and inclusive.

The AI-powered Speech Recognition and Translation System allows consumers to submit complaints via voice commands in their native languages, minimizing manual effort. Meanwhile, the Multilingual Chatbot offers real-time support, optimizing the complaint management process and elevating user experience. These enhancements ensure equitable access to the grievance redressal system for consumers from various linguistic backgrounds, as highlighted in the statement.