National Consumer Helpline NCH 6.7.2

This Mobile App provides an alternative method for registering consumer grievances on the portal consumerhelpline.gov.in. The website was established by the Department of Consumer Affairs to raise awareness, provide guidance, and address consumer grievances, serving as a centralized registry for lodging complaints. According to the Consumer Protection Act of 2019, consumers have the option to approach Consumer Commissions at the District, State, and National levels for dispute resolution. While every effort will be made to resolve grievances submitted through the portal, if a complaint is not resolved to the consumer's satisfaction, they have the choice to escalate the matter to the appropriate Consumer Commission.

An aggrieved consumer can register a grievance by either calling the toll-free number 1800-11-4000 or 1915 to speak with an agent and file a complaint, or by registering online through the portal or mobile app. In the case of using the mobile app, consumers will receive a unique user ID and password to access and lodge their complaint.

On the portal or mobile app:

1. Step 1: The consumer must click on "signup" and provide the necessary details, then verify their email. This will create a user ID and password.
2. Step 2: Using the user ID and password, consumers can enter the portal or app and fill in the required details of their grievance, including any relevant supporting documents.

In addition to these features, the mobile app offers:

• (a) Consumer awareness material in the "Consumer Knowledge Base" section.
• (b) Contact details of various Consumer Commissions under "Consumer Commission Contact Details".
• (c) Useful links to various resources under "Important Links".

Once a grievance is entered in the portal, it is assigned a unique docket number. The complaint is then forwarded to the relevant company, agency, regulator, or ombudsman for prompt resolution. The status of the action taken is updated in real-time by the respective agency, and regular reminders are sent to ensure timely follow-up.

The mobile app also provides a "Track Your Complaint" feature, allowing users to monitor the progress of their complaint. Additionally, the status of complaints is communicated to consumers via automated email notifications.

Disclaimer:

• Contents of external links found outside this web portal are not the responsibility of the Department.
• All rights reserved.
• No part of this web portal may be reproduced or copied without prior approval from the Department of Consumer Affairs.