It advises consumers on dealing with problems related to defective products, deficiency in services and unfair trade practices. The Helpline follows a three-tier approach.

1. First the consumer is informed of his rights in a particular consumer problem and who s/he should approach in the concerned company or the organization.
2. If the problem remains unresolved s/he would be directed to take up the matter with industry level bodies or chambers of commerce, industry regulators (as they exist in sectors like insurance and banking) or Govt. officials who are in charge of the relevant industrial sector.
3. As a last resort, the consumers will be advised to take their case to consumer courts under the Consumers Protection Act. This helpline is designed to promote avenues of out of court settlement of consumer disputes and resultantly helps to reduce the burden on consumer courts.

Co-operation from major consumer goods companies and service providers is expected.

• Guiding consumers in finding solutions to problems related to Products & Services. .
• Providing information related to Companies and Regulatory Authorities.
• Facilitating consumers in filing complaints against defaulting Service Providers .
• Empowering consumers to use available Consumer Grievances Redressal Mechanisms, Educating Consumers about their Rights and Responsibilities.
• Developing the awareness among Consumers about their Rights and Responsibilities.