The National Consumer Helpline (NCH) has witnessed a sharp rise in outreach and grievance handling over the past decade, with the number of calls received increasing nearly tenfold from 12,553 in December 2015 to 1,55,138 calls in December 2024, according to official data released on Tuesday on the occasion of National Consumer Day 2025.
The data highlights a sustained increase in consumer engagement with grievance redressal mechanisms. The average number of complaints registered per month has risen significantly, from 37,062 in 2017 to 1,11,951 in 2024. The helpline now resolves over 12 lakh complaints annually, many of them within a period of 21 days.
Officials attributed the improvement in resolution timelines to the expansion of digital infrastructure, onboarding of partner companies, and the adoption of artificial intelligence-based systems. At present, 1,169 companies are onboarded as partners with the NCH to facilitate faster and coordinated grievance redressal.
Digital platforms have emerged as the dominant channel for consumer complaints, accounting for nearly 65 per cent of all grievance registrations. Among these, WhatsApp-based submissions have recorded a notable increase, rising from 3 per cent in March 2023 to 20 per cent by March 2025, reflecting a shift toward mobile-based and instant communication channels.
The official data also shows that the NCH facilitated refunds amounting to ₹27.61 crore between April 25, 2025, and October 31, 2025. This redressal covered 49,333 consumer grievances related to refund claims across 30 different sectors.
The National Consumer Helpline currently operates in 17 languages and allows consumers to submit grievances through the Integrated Grievance Redressal Mechanism using multiple channels, including WhatsApp, SMS, email, the NCH mobile application, the web portal, and the UMANG app. Consumers are encouraged to use the toll-free number 1915 or the online portal to register complaints related to goods and services.
In parallel, e-Jagriti, a digital platform launched on January 1, 2025, has emerged as a key system for consumer dispute resolution. As of mid-November 2025, the platform has enabled the filing of over 1.35 lakh cases and facilitated the disposal of more than 1.31 lakh cases. The user base has crossed 2.81 lakh registered individuals, including around 1,400 non-resident Indians (NRIs).
A total of 466 complaints were filed by NRIs through e-Jagriti, with the highest number coming from the United States (146), followed by the United Kingdom (52), the UAE (47), Canada (39), Australia (26), and Germany (18).
The data further indicates an improvement in disposal efficiency during 2025. Between July and August, 27,545 cases were resolved compared to 27,080 newly filed cases. Similarly, during September and October, 24,504 cases were disposed of against 21,592 new filings, indicating a steady handling of incoming complaints.
Officials said the figures reflect a growing reliance on institutional grievance redressal mechanisms and the increasing role of digital platforms in addressing consumer concerns efficiently across India.
