AI-Enabled National Consumer Helpline (NCH 2.0): Transforming Consumer Grievance Redressal
| Aspect | Details |
|---|---|
| Why in the news? | AI-Enabled National Consumer Helpline (NCH) Revolutionizing Consumer Grievance Redressal |
| Technology Adoption | AI-enabled grievance redressal with sector-wise analysis |
| Call Volume Increase | 12,553 (Dec 2015) → 1,55,138 (Dec 2024) |
| Complaint Registration | 37,062 (2017) → 1,12,468 (2024) |
| Digital Complaints | 54,893 (FY 2023-24) → 68,831 (FY 2024-25) |
| Grievance Resolution Time | 66.26 days (2023) → 48 days (2024) |
| Convergence Partners | 263 (2017) → 1,038 (2024) |
| Key Sectors Benefiting | Education, Broadband, E-commerce, Banking, Real Estate, Petroleum |
| Notable Success Stories | Refunds, defective product replacements, account unfreezing, compensation for overcharging |