The National Consumer Helpline (NCH) has experienced a significant increase in call volume, with calls rising from 12,553 in December 2015 to 1,55,138 in December 2024. Additionally, the monthly complaints registered have jumped from 37,062 in 2017 to 1,11,951 in 2024. The NCH now resolves over 12 lakh complaints annually, with a focus on addressing issues within 21 days, aided by 1,169 partner companies and AI-based systems for quicker grievance redressal.
Digital channels, particularly WhatsApp-based submissions, have become more popular, constituting nearly 65% of grievance registrations. The percentage of complaints submitted via WhatsApp has grown from 3% in March 2023 to 20% in March 2025. The NCH has successfully facilitated refunds totaling Rs 27.61 crore between April 25, 2025, and October 31, 2025, addressing 49,333 consumer grievances related to refund claims across 30 sectors.
The NCH, available in 17 languages, offers consumers various channels to lodge complaints, including WhatsApp, SMS, email, the NCH app, web portal, and the Umang app. Consumers are encouraged to utilize the toll-free number 1915 or the online portal for prompt grievance resolution. Moreover, e-Jagriti, launched on January 1, 2025, has emerged as a significant digital platform for consumer grievance redressal in India.
E-Jagriti has seen substantial growth, with over 1.35 lakh case filings and the disposal of over 1.31 lakh cases by mid-November 2025. The platform boasts a user base of over 2.81 lakh registered individuals, including 1,400 non-resident Indians (NRIs). Notably, 466 complaints were filed by NRIs from countries such as the United States, the United Kingdom, the UAE, Canada, Australia, and Germany.
In 2025, e-Jagriti showcased improved efficiency in case disposal. Between July and August, 27,545 cases were resolved, surpassing the 27,080 newly filed cases. Similarly, during September and October, 24,504 cases were disposed of, compared to 21,592 newly filed cases.
