NCH is an initiative of the Union Ministry of Consumer Affairs, Food & Public Distribution
It works with the mission to provide telephonic advice, information and guidance to empower Indian consumers and persuade businesses to reorient their policy and management systems to address consumer concerns and grievances adopting world class standards. NCH operates under the Centre for Consumer Studies at Indian Institute of Public Administration (IIPA).
NCH recognizes the need of consumers for a Telephone Helpline to deal with a multitude of problems arising in their day-to-day dealings with business and service providers. It provides a National Toll Free Number 1800-11-4000 OR 14404. The Helpline is available on all days Except National Holidays between 09:30 AM To 05:30 PM.
A consumer can call this number to seek information, advice or guidance for his queries and complaints.
NCH advises consumers on dealing with problems related to defective products, deficiency in services and unfair trade practices. The Helpline follows a three-tier approach.
Convergence model of grievance redressal
Under the convergence model, which is an out of court dispute redressal mechanism, NCH partners with companies who have a proactive approach to efficient consumer complaint resolution. It shares with them the data of the complainants along with the complaints received at NCH related to their company, to facilitate free, fair and fast redressal through participative cooperation.
Under Convergence process companies are expected to resolve/close the complaints by stating "a gist of the resolution" in the remarks column which is accessible to both - the consumer and NCH. Website Complaints are those which are directly assigned by consumer to that company and CRM complaints are those which are received at the toll free helpline and uploaded by NCH in a predefined frequency.
Thus, NCH acts as a bridge in building symbiotic synergies between consumers and service providers maintaining the confidentiality of consumer complaints within the specific company.
Interested companies who would like to participate in the Convergence model, click here
You can register your grievance in the following ways.
National Consumer Helpline supports consumers by:
Source: Department of Consumer Affairs