The National Consumer Helpline (NCH) is the grievance redressed mechanism of the Department of Consumer Affairs, Govt. of India, and operates from the Indian Institute of Public Administration ( IIPA), New Delhi. NCH receives enquiries and grievances from consumers across the country who face problems in their day-to-day dealings with business and service providers.
'A nation of awakened, empowered and responsible consumers, and socially and legally responsible companies and organisations'
'To provide information and guidance to empower INdian Consumersand persuade businesses to reorient their policy and management systems to address consumer concerns and grievances adopting world class standards'
NATIONAL CONSUMER HELPLINE SUPPORTS CONSUMER BY:
1. Alternate Dispute Redressal system (ADR): Guide consumers on how to get their grievance redressed. Also forward complaints to 200+ convergence companies for resolution and redress, as per the policy of the company.
2. Information & Guidance: provide information to consumers on products, services, company addresses, Ombudsman, Regulators and Consumer Forums. Counselors provide information as per the stage of the complaint – Tier1, 2 or 3. Information is also provided for standards (Hallmark, ISI) and other services like RTI, PAN card, UIDAI, Financial Inclusion Programs etc.
3. Advocacy: Based on the analysis of data at NCH and trends that show up, specific type of complaints affecting a large number of consumers is highlighted to the specific organization and to DCA, and the information is shared with consumers on various platforms.
4. Empowering and education Consumers: about their Right and Responsibilities.
First Tier: Consumer is advised to approach the manufacturer or service – provider.
Second Tier: If problem remains unsolved for a specified time frame, the consumer is advised to approach the Regulatory Authorities or Associations existing in different sectors.
Third Tier: As the last option, consumer is advised to file a complaint in the consumer forum.