Big action of National Consumer Helpline (NCH): 1.66 lakh complaints resolved in 15 months, Rs 105 crore returned to consumers – ..

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The National Consumer Helpline (NCH), operated under the Department of Consumer Affairs, is proving to be the most effective medium to protect the rights of consumers across the country and in cases of fraud. As per official data, the helpline has successfully resolved more than 1,66,000 (1.66 lakh) complaints in the last 15 months by taking prompt action. Through this transparent and digital process, a total amount of more than Rs 105 crore that was improperly withheld or defrauded by the companies has been refunded directly to the bank accounts of the consumers.

Analysis of the cases registered on the helpline makes it clear that in the era of digital transactions, the complaints related to e-commerce and online services have increased the most. Consumers have got relief mainly in these areas:

  • E-Commerce Platforms: Delivery of incorrect or defective products, refunds stuck, warranty claims rejected and excessive delivery delays.

  • Banking and Digital Payments: Failed UPI transactions, unauthorized charges on credit cards and hidden charges.

  • Travel and Airlines: Non-receipt of ticket refund after flight cancellation and lack of service in hotel booking.

  • Telecommunication: Value Added Service (VAS) activation without consent and incorrect billing.

  • Real Estate and Home Appliances: Delay in possession, no repair service and no support from service center even after guarantee.

The biggest advantage of the National Consumer Helpline is that it works at the ‘pre-litigation stage’ (before going to court). The helpline has directly linked more than 1,000 large private and public companies across the country to the portal under its ‘Convergence Model’. As soon as a consumer files a complaint, it immediately reaches the nodal officer of the concerned company. In most of the cases, due to the fear of legal suits and fines, companies issue refunds or replacements within 15 to 30 days with mutual consent, so that consumers do not have to make rounds of consumer courts.

If a company has given you a defective product, has been negligent in service or is refusing to give a refund, you can file a complaint for free in these 4 ways:

  • 1. Toll-Free Helpline Number: Toll-free number from any part of the country 1915 Or 1800-11-4000 Call from 8:00 am to 8:00 pm. The service is available in 17 regional languages ​​including Hindi, English.

  • 2. WhatsApp: from your mobile 8800001915 Send ‘Hi’ on SMS and follow the instructions of the chatbot and upload the photo of the bill and complaint.

  • 3. NCH App and UMANG: From Google Play Store or Apple App Store National Consumer Helpline (NCH) download the app or UMANG Fill the form by searching ‘Consumer Grievance’ on the app.

  • 4. Official Web Portal: Visit the online portal of the Department of Consumer Affairs, consumerhelpline.gov.in, ‘Sign In’ and register the complaint along with the relevant transaction details.

Some basic proofs must be uploaded mandatorily for quick and accurate disposal of complaint:

  1. Firm bill/invoice of the product or service (Tax Invoice).

  2. Online Order ID or Transaction Reference Number (UTR/Transaction ID).

  3. Screenshot of the email or chat with the company’s customer care, which proves that the solution was not received.

  4. If the product is received damaged or broken, provide clear photos or unboxing video.

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