Before approaching a Consumer Commission, many consumers can first try the National Consumer Helpline (NCH), the Government of India’s pre-litigation consumer grievance mechanism.
The Department of Consumer Affairs describes NCH as a single point of access for consumer grievances at the pre-litigation stage. Complaints can be submitted through the NCH web portal, the NCH app, WhatsApp, SMS, email and UMANG, subject to the channels currently offered.
When should you use National Consumer Helpline?
NCH can be useful for issues such as defective products, poor service, refund problems, misleading practices and other consumer grievances where you want to seek resolution before pursuing a formal consumer commission case.
How to register a complaint online
- Visit consumerhelpline.gov.in.
- Choose the option to register a consumer grievance.
- Provide the requested personal and contact information.
- Select the relevant state/city, sector, grievance category and company/organisation where prompted.
- Describe the complaint with useful facts such as purchase date, invoice number, amount paid and what resolution you have already sought.
- Upload supporting documents such as invoices, payment records, warranty documents, photographs or correspondence, where appropriate.
- Submit the grievance and save the docket number issued by NCH.
Can you complain through WhatsApp?
The Department of Consumer Affairs currently lists WhatsApp number 8800001915 for NCH. The official NCH website also lists the toll-free number 1915 and states that the helpline operates from 8 AM to 8 PM, seven days a week except national holidays.
How to track an NCH complaint
The NCH website provides a Track Complaints facility. You generally need the docket number and the registered mobile number or email address, along with the security verification requested on the page.
NCH vs e-Jagriti: what is the difference?
NCH is primarily a pre-litigation grievance resolution mechanism. e-Jagriti is the Government of India’s platform for proceedings before consumer dispute redressal commissions. If a grievance cannot be resolved through the pre-litigation route, a consumer may need to consider the formal consumer commission process, depending on the circumstances.
Keep your evidence ready
A well-documented complaint is easier to understand. Keep the invoice, order ID, payment proof, screenshots, emails, warranty terms and previous complaint numbers together. Do not share unnecessary sensitive information.