The National Consumer Helpline (NCH) is the grievance resolution mechanism of the Department of Consumer Affairs, Govt. of India and operates from the Indian Institute of Public Administration New Delhi. The web portal www.consumerhelpline.gov.in is the platform to record and handle grievance received at NCH, either through phone, directly on the website, NCH App, letter by post etc. The web chat facility is also available for consumers to get answers to any query that they may have.
NCH helps in the following ways:
Information & guidance: NCH counsels, guides and supports aggrieved consumers in getting their grievances resolved.
Alternate Dispute Redressal System (ADR): The alternate dispute redressal system has 515 companies as convergence partners. Convergence companies are across the spectrum of sectors like Banking, e-commerce, telecom, consumer electronics, higher education etc.
Big Data Analytics: Analysis of data helps in knowing trends - sector wise, time wise and the different patterns that emerge from analyzing and stratification of the data collated.
Advocacy: Based on the analysis done, specific type of grievance affecting a large number of consumers is highlighted to the organizations. Also, advocacies are brought out to sensitize Regulators and Departments on various pain points of consumers.