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National Consumer Helpline: Register a Consumer Complaints to National Consumer Helpline (NCH), Ministry of Consumer Affairs

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National Consumer Helpline NCH, MoCA
National Consumer Helpline, Department of Consumer Affairs, Source – consumerhelpline.gov.in

The National Consumer Helpline (NCH) has been launched by the Department of Consumer Affairs of the Ministry of Consumer Affairs, Food, and Public Distribution (MoCA) under the Consumer Protection Act, 2019. NCH is an Integrated Grievance Redressal Mechanism (INGRAM) of the Ministry for arbitration and protection of consumer rights.

If any person buys something and faces problems with the quality of the product or service, they can complain against the seller/manufacturing company to NCH.

Notice - Be alert! Don't share the financial or banking details and don't share OTP to customer care executive. Protect yourself from Frauds and Scams. Report to Cyber Crime Bureau or Call 1930 as soon as possible to protect your earnings and others.

Consumers can report issues like fraud, fake products, bad services, financial scams, fake transactions, and problems related to GST (Goods and Services Tax). It’s easy to file a complaint online through the NCH platform.

Help & guidance by National Consumer Helpline:

  • Make aware and provide details of Companies and Regulatory Authorities.
  • Provide guidance and services to consumers for filing complaints against defaulting Service Providers
  • Integrated Consumer Grievances Redressal Mechanism to Redress Cases of Consumers
  • Mechanisms, educating consumers about their consumer rights and responsibilities as per the Consumer Protection Act, 2019.

Additionally, you can also lodge grievances to the concerned company, Ombudsman, and national/state/district consumer commission or court.


How to Complain with the National Consumer Helpline?

According to the citizen charter and knowledge base of the Department of Consumer Affairs, consumers can use the Integrated Grievance Redressal Mechanism (INGRAM) to file a complaint against any company, institution, or public unit about product & services that violates consumer rights.

For this, you can use the toll-free National Consumer Helpline Number or complain online through the online grievance registration portal.

Matters that will not be accepted:

  • RTI Matters
  • Court-related/Subjudice matters
  • Grievance against foreign Government
  • Religious matters
  • Suggestions

Consumer Complaint Registration Fees & Redressal Time:

Consumer Grievance Fee of NCH No Fee (NIL)
Redressal Time 30 to 45 Days
Registration Period Within 2 years of purchase or getting paid services

Grievance Redressal Mechanism:

  • Level 1: File a Complaint against the Product/Service Provider to the National Consumer Helpline (NCH) with supporting documents.
    • Toll-free consumer helpline number
    • Email/WhatsApp
    • Online complaint registration (INGRAM)
    • NCH/Umang App
  • Level 2: Start an arbitration with the company or service provider with the help of NCH to reach an agreement and settle the dispute.
  • Level 3: If not satisfied with an agreement or have not resolved your complaint, you may file a formal consumer complaint against the service/product provider to the National/State/District Consumer Dispute Redressal Commission (Consumer Court) through E-DAAKHIL.

Further, you may take legal action by approaching the judicial court. Before this, you should consult with a legal expert to know available remedies and legal challenges.

Please note: If you have any complaints about the Department of Consumer Affairs or officers of the National Consumer Helpline (NCH), you can lodge a grievance online to the Ministry of Consumer Affairs through the CPGRAMS (Centralized Public Grievance Redress and Monitoring System) of Govt. of India.

National Consumer Helpline Number

Consumers can report disputes related to products/services or any violation of rights through the available toll-free helpline numbers of NCH and WhatsApp. While registering of consumer complaint, must provide:

  • Name and communication details of the complainant
  • Nature of complaint
  • Details of product & service with facts like order ID, service/product provider, model/batch ID, etc.
  • Supporting documents (if any) such as bills, photos, or warranty card
nch helpline number
source – consumerhelpline.gov.in

Official toll-free consumer helpline numbers to complain with the Department of Consumer Affairs (NCH):

National Consumer Helpline Number 1800114000
Consumer Complaint Number 1915, 14404
NCH WhatsApp Number +918800001915
Helpline Number for Cyber Financial Frauds Only 1930
SMS  (Text “HELP”) +918130009809

Tip: You can also report online cybercrimes or online financial frauds to the Cyber Police through the National Cyber Crime Reporting Portal of the Government.

File Consumer Complaint Online to NCH

The INGRAM has made it easy to lodge a consumer complaint online with NCH. If you want to file your consumer complaint against any company or organization then use the online grievance registration portal of the MoCA.

Grievance Form of National Consumer Helpline (NCH) to Lodge a Complaint Online
Grievance Form of National Consumer Helpline (NCH) to Lodge a Complaint Online (source: consumerhelpline.gov.in)

Requirements to lodge an online consumer grievance:

  • Personal details for account registration
  • Nature of complaint
  • Details of product & service including purchase city, industry, product value, and company name
  • Dealer details (if known)
  • Description of the disputed matter with facts
  • Attach copies of supporting documents related to product/service

For reference, see the attached image of the grievance form.

Details to file an online consumer complaint with the National Consumer Helpline, GOI:

Complaint online to NCH (INGRAM) Click to Register
Track the submitted complaint Track the status
Gama (Register Grievances on Misleading Advertisement) Click Here
NCH Mobile App National Consumer Helpline NCH
Andriod | iOS
X (Twitter) @jagograhakjago

GST Frauds: If you have complaints about GST (Goods & Service Tax) tax fraud then report online to DGGI (Directorate General of Goods and Services Tax Intelligence) with tax invoice details (if available).

Still, not resolved to your satisfaction? You may File a Complaint in the Consumer Commission on E-DAAKHIL – Consumer Court against the company. Further, you may take legal action.

Procedure

Follow the procedure to lodge your consumer complaint online to the National Consumer Helpline through the Integrated Grievance Redressal Mechanism (INGRAM)

Guidance to lodge online grievance to NCH

  • Step 1: Visit the above link to log in/register yourself on the National Consumer Helpline portal (https://www.consumerhelpline.gov.in)
  • Step 2: If not already registered, click the sign-up button, fill out the Consumer Registration Forum and enter the given captcha. Finally, click the ‘Sign Up’ button.
  • Step 3: If you have already an account or register using the above link, log in using your account credentials.
  • Step 4: Choose the Grievance Registration Form – 1. Consumer Grievance, 2. Misleading Advertisement, 3. File a complaint in the Consumer Commission on E-DAAKHIL
  • Step 5: To Register a complaint to ‘Consumer Grievance’ and click on it. Fill out the consumer complaint form.
  • Step 6: Upload the required documents related to the product and services. Consumers can upload supportive documents.
  • Step 7: Click the ‘Submit’ button. Note down the Grievance Docket Number to track the status of your registered complaint to NCH.
  • Step 8: To know the status of your registered complaint, use the track grievance option at consumerhelpline.gov.in or log in to check the dashboard.
  • Step 9: If requested by the officials of NCH then upload the requested documents by logging in again.

RememberYou can file a petition to the District, State, or National Consumer Dispute Redressal Commission using the Consumer Commission on the E-DAAKHIL portal based on the value of good & service.


Report to NCH

Consumers can Register complaints about the below-listed industries and their products, and misleading advertisements and also can complain online to the consumer commission (E-Daakhil).

1. Misleading Advertisement

If you ever encounter false or misleading advertisements from companies on any platform, complain online through Grievance Against Misleading Advertisement (GAMA) to report these deceptive ads to NCH. Whether it’s false claims, misleading information, or any other issue, GAMA is designed to help consumers like you.

List of the nature of misleading advertisement complaints:

  • Country of origin of product
  • False claims in the advertisement
  • Misleading claims in the advertisement
  • Not getting benefits as advertised
  • Not getting promised gifts/prizes
  • Not refunding as advertised
  • Wrong information about products or services

2. Consumer Products & Services

Types of industries and categories of consumer products and services against which consumers can register a complaint to NCH are:

1. Services: Services of consumer experiences.

  • From specialized boutique and laundry services to convenient car and bike rentals, and engaging entertainment services such as cinema and concerts, consumers encounter diverse service providers.
  • Event planning for weddings and parties, gadget insurance, and placement agencies fall under this category too.
  • Furthermore, there are essential services like healthcare, legal assistance, education, and transportation, which include higher education, job-oriented courses, private education, and public transport services.
  • Additionally, consumers often face challenges in areas such as home relocation (packers & movers), real estate dealings, retail shopping, and travel planning.

2. Products: The products category of tangible items that consumers purchase

  • This includes agricultural products such as fertilizers, pesticides, and seeds for farming.
  • The automobile industry includes cars and bikes for consumers, and the pharmaceutical and cosmetic sectors with drugs, cosmetics, and masks.
  • Fast-moving consumer goods (FMCG) with a variety of everyday products like apparel, toiletries, and personal care items.
  • Petroleum products, a vital part of modern life, are also part of this category.

3. Utilities: Utilities include essential services that consumers rely on in their daily lives.

  • Broadband and internet services including electricity, DTH (Direct-to-Home), cable services, and entertainment systems.
  • Postal services facilitate communication, and telecom services keep people connected. Additionally, water supply and sewage services are critical utilities for every community.

3. Government and Public Services: This category involves services and systems managed by the government for public use.

  • It includes services provided by airlines and airports, government transportation (buses, metro rail), and the public distribution system, which includes ration cards.
  • Railways, a vast public transportation network, fall under this category too.

4. Miscellaneous: General issues and quality of services

  • Including cybercrime, tax-related issues, and women’s helplines.
  • Publications including magazines, and newspapers, or adherence to product standards, ensuring quality and safety for consumers.

5. Financial Services: Consumer disputes with financial & banking services

  • Various insurance options such as general, health, and life insurance including vehicle insurance.
  • Engagements with banking and non-banking financial companies (NBFCs)for services related to loans and financial products.

Frequently Asked Questions About Consumer Protection (2019), NCH

Q. What is the Consumer Protection Act, of 2019

A. Consumer Protection Act, 2019 is an amended version of the Consumer Protection Act, of 1986. It empowers consumer rights and provides a mechanism to redress the grievances about the products & services for which a consumer pays.

Q. What are the New Provisions of the Consumer Protection Act, of 2019

A. The government has added some new provisions to the Consumer Protection Act, of 2019. These are some new provisions for which consumers can register complaints to NCH or the Consumer Commission.

  • Establishment of the Central Consumer Protection Authority (CCPA)
  • Changes in the Pecuniary Jurisdiction
  • Alternate Dispute Resolution through mediation
  • Unfair Contract
  • Strict Norms for Misleading Advertisement
  • Inclusion of E-commerce, Direct selling
  • Greater ease of dispute resolution
  • Strict Norms for Product Liability
  • In addition in the clause of “Unfair Trade Practice”

Q. Who is a Consumer according to the Consumer Protection Act, 2019?

A. According to the Consumer Protection Act, 2019 the ‘buys any goods’ in any expression or hires and gets any services that include offline or online transactions by means of multi-level marketing, teleshopping/e-commerce shopping, or electronic means.

The consumer is defined as a person who has been fully paid, partially paid, or promised to pay by any means or may come under any system of deferred payment for such goods or beneficiary of services.

Q. Who is not a Consumer?

A. According to the provisions of the Consumer Protection Act, 2019 – “Commercial purpose does not include use by a person of goods bought and used by him exclusively for the purposes of earning his livelihood by means of self-employment.”

Conditions not acceptable as a Consumer:

  • Goods free of charge (Not paid)
  • Services free of charge
  • Goods for resale or any commercial purposes
  • Services for any commercial purposes
  • Services under the contract of service

Q. What are the Consumer Rights provided in the provisions of the Consumer Protection Act, 2019?

A. These are the six consumer rights that are provided in Consumer Protection Act, 2019 to the Consumers:

  1. Right to be Informed
  2. Right to Choose
  3. Right to Safety
  4. Right to Consumer Awareness
  5. Right to be Heard
  6. Right to Seek Redressal

Q. What are Consumer Grievance Dispute Redressal Authorities/Agencies?

A. Consumer Grievance Dispute Redressal Authorities/Agencies work on the 3 levels as a quasi-judicial body. The 3-Level of Consumer Commission:

Q. What are the Product and service Value Limits of the Consumer Commission according to CPA, 2019?

A. Limit of the product & service case value in the Consumer Commission under CPA, 2019:

Consumer Protection Act (CPA), 2019
(Consumer Commission)
Product & Service Value Limit
District Commission Up to 1 cr
State Commission 1 cr – 10 cr
National Commission Above 10 cr

Q. What are the grounds to claim compensation from the product manufacturer?

A. The claim compensation should be paid by the product manufacturer to the consumer If the product:

  • Defective in design
  • A deviation from manufacturing specifications
  • Manufacturing defected
  • Does not conform to the express warranty
  • Fails to include adequate instructions on correct usage to prevent any harm or any warning regarding improper or incorrect usage.

Q. What type of reliefs are provided by the Consumer Commission to the Consumers?

A. The type of relief that consumers expect from the Consumer Commission under CPA, 2019:

  • Refund of the price paid
  • Removal of defects from the goods
  • Replacement of the goods
  • The compensation for the loss or injury suffered due to a service or product
  • Removal of deficiencies & defects in product & service
  • To stop, discontinue or ban unfair trade practice or restrictive trade practice
  • Ban the hazardous goods or pressurise to follow the guidelines to handle hazardous goods from being offered for sale
  • If loss of injury is faced by a large number of consumers then compensation must be paid (not less than 25% of product or service value) as determined by the commission
  • To issue guidelines to correct misleading advertisements & can order to pay refund or compensation
  • To provide adequate costs to parties

Q. Where can the approach be if Consumers are not satisfied with the order of the Consumer Commission?

A. If the consumer is not satisfied or the grievance is not redressed within the given period by the Consumer Commission. You can approach the higher authority or commission.

Details of the Consumer Commission and grievance redressal time by higher authority:

Higher Consumer Commission/Authority Time Limit
Against the order of the District Commission before the State Commission Within 30 days
Against the order of the State Commission before the National Commission Within 30 days
Against the order of the National Commission before the Supreme Court Within 45 days

Reference

First published on:

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User Reviews (6)

G
Gaganpreet
Jun 4, 2024

Misbehavior by hotel and order is approx 85 min late

Overall (1.5 out of 5)
Customer Service (1 out of 5)
Quality of service or product (1 out of 5)
Affordability (2 out of 5)
Hi Two exclamation 1) Hotel owner threat me 2) He abused me 3) his order is late almist 1.25 min late on night all my friends went back to thier home . 4) I am feeling food unsafet due to his threatening to me 5 ) I have not taken food fro. Your delivery partner I am regular custmer make sure i would not suffer due to hotel misbehavior. We will continue our relationship on following condition 1 ) remove this hotel from swiggy 2 ) Do not charge me canceling fees 3) You will maintain the swiggy Brand by removing such hotel who dont care the cusmer and threatening the custer of swiggy
PP
Pradeep P Atnurkar
Jun 4, 2024

BLDC fans Sale and Service.

Overall (1 out of 5)
Customer Service (1 out of 5)
Quality of service or product (1 out of 5)
Affordability (1 out of 5)
On 29 March 2024, I purchased total of 3 Nos. of BLDC fans, 2nos-1200MM & 1 No. 600MM. From the installation date, all the family members faced the problem for all 3 fans operating from the supplied remote control. Which are required to press more than 2-3 times. Accordingly, complaints were given and for the first instance one technician visited and said all are working satisfactorily. Again we faced the same problem, so again complaint registered and second technician visited and informed the parts above the fan is required to replace, for the same three different complaints to be registered. Next day he came with only 3Nos. of 1200MM parts same were replaced for even 600MM fan. We observed for 2-3 days, but the complaints remained as it is. Then I personally contacted Customer Care regarding complaint and requested for the In-charge from the company in our area. With the request I obtained the name & number, Mr. Deepak who resides in Ambernath. After contacting him, he assured that expert will be sent. Where as he took to visit our home after 4 days with out giving any reason for the delay. Sorry to say that the service offered and follow-up is “VERY POOR”. Subsequently till date the problems remained as it is. Even I kept follow-up email with all the details. You are requested to look into the matter and highly oblige to resolve our complaint, please. Thanking you.
S
Swiggy
May 26, 2024

Leaked information and death threats Harassement

Overall (1 out of 5)
Customer Service (1 out of 5)
Quality of service or product (1 out of 5)
Affordability (1 out of 5)
Hello swiggy team, My name is Diwakar Nilkantha Jagdish Davangere Karnataka I am swiggy customer, Also delivery partner ID: 15261443 Some one your agent, Sumathi support agent delivery partner banglore. Got my information leaked, Name, Number, Address to unknown person +9198XXXXX307 To this number. He called me and give death threats. Harrassed me abused me scold bad word in text and call. Scolded me in call and what's up. Sumathi was a agent I was talking. I was not satisfied with her support. I tracked down the number and got to know it's from Noida sector 18. Please take any action to Sumathi Banglore agent. Swiggy delivery partner support team, I will go to social media. It's not fare to leaked my personal detail to some one to scolded me death threats. I have proof what's up chats. It's in Kannada. Please look into as soon as possible. Accept my request and I will send you screen short. Help if anything happens me your company is responsible to it. I have proof. Save me. No security for delivery partner, No safety of information. Please take some action on Sumathi and another person. I have attached some proof screenshots please check it. Thank you. Your Swiggy user.
au
anand upadhyay
Apr 27, 2024

pls Refund my payout amount , default by restaurant not by me

Overall (1.5 out of 5)
Customer Service (1 out of 5)
Quality of service or product (1 out of 5)
Affordability (2 out of 5)
This side anand upadhyay I have issue with my penalty order order id -RD17141219631015093 Sir I was waiting at the restaurant for 1 hour but the restaurant did not give my order, well, they kept waiting, kept waiting, after that I called customer support 2 times and also talked to the swiggy seller. , Then why did I leave without ordering when even after waiting for 1 hour I did not get my order After that why was I imposed penalty plus refund my amount And you talk to the restaurant, it is their failure, they were not even readying the order. thanks &regards anand upadhyay
A
Amazon
Apr 22, 2024

Product Not Delivered But Marked as Delivered

Overall (1 out of 5)
Customer Service (1 out of 5)
Quality of service or product (1 out of 5)
Affordability (1 out of 5)
I have ordered a product from Amazon worth 1499 but the product was not delivered but the delivery boy has marked as delivered without delivering the product.
Ms
Md sanibiswas
Apr 12, 2024

অটো পে (Auto Pay)

আমার পারমিশন ছারা টাকা কঠছে (My permission is running out of money)

Ratings

Overall (1 out of 5)
Customer Service (1 out of 5)
Quality of service or product (1 out of 5)
Affordability (1.5 out of 5)

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Featured

Hi Two exclamation 1) Hotel owner threat me 2) He abused me 3) his order is late almist 1.25 min late on night all my friends went back to thier home . 4) I am feeling food unsafet due to his threatening to me 5 ) I have not taken food fro. Your delivery partner I am regular custmer make sure i would not suffer due to hotel misbehavior. We will continue our relationship on following condition 1 ) remove this hotel from swiggy 2 ) Do not charge me canceling fees 3) You will maintain the swiggy Brand by removing such hotel who dont care the cusmer and threatening the custer of swiggyOn 29 March 2024, I purchased total of 3 Nos. of BLDC fans, 2nos-1200MM & 1 No. 600MM. From the installation date, all the family members faced the problem for all 3 fans operating from the supplied remote control. Which are required to press more than 2-3 times. Accordingly, complaints were given and for the first instance one technician visited and said all are working satisfactorily. Again we faced the same problem, so again complaint registered and second technician visited and informed the parts above the fan is required to replace, for the same three different complaints to be registered. Next day he came with only 3Nos. of 1200MM parts same were replaced for even 600MM fan. We observed for 2-3 days, but the complaints remained as it is. Then I personally contacted Customer Care regarding complaint and requested for the In-charge from the company in our area. With the request I obtained the name & number, Mr. Deepak who resides in Ambernath. After contacting him, he assured that expert will be sent. Where as he took to visit our home after 4 days with out giving any reason for the delay. Sorry to say that the service offered and follow-up is “VERY POOR”. Subsequently till date the problems remained as it is. Even I kept follow-up email with all the details. You are requested to look into the matter and highly oblige to resolve our complaint, please. Thanking you.Hello swiggy team, My name is Diwakar Nilkantha Jagdish Davangere Karnataka I am swiggy customer, Also delivery partner ID: 15261443 Some one your agent, Sumathi support agent delivery partner banglore. Got my information leaked, Name, Number, Address to unknown person +9198XXXXX307 To this number. He called me and give death threats. Harrassed me abused me scold bad word in text and call. Scolded me in call and what's up. Sumathi was a agent I was talking. I was not satisfied with her support. I tracked down the number and got to know it's from Noida sector 18. Please take any action to Sumathi Banglore agent. Swiggy delivery partner support team, I will go to social media. It's not fare to leaked my personal detail to some one to scolded me death threats. I have proof what's up chats. It's in Kannada. Please look into as soon as possible. Accept my request and I will send you screen short. Help if anything happens me your company is responsible to it. I have proof. Save me. No security for delivery partner, No safety of information. Please take some action on Sumathi and another person. I have attached some proof screenshots please check it. Thank you. Your Swiggy user.This side anand upadhyay I have issue with my penalty order order id -RD17141219631015093 Sir I was waiting at the restaurant for 1 hour but the restaurant did not give my order, well, they kept waiting, kept waiting, after that I called customer support 2 times and also talked to the swiggy seller. , Then why did I leave without ordering when even after waiting for 1 hour I did not get my order After that why was I imposed penalty plus refund my amount And you talk to the restaurant, it is their failure, they were not even readying the order. thanks &regards anand upadhyayI have ordered a product from Amazon worth 1499 but the product was not delivered but the delivery boy has marked as delivered without delivering the product.National Consumer Helpline: Register a Consumer Complaints to National Consumer Helpline (NCH), Ministry of Consumer Affairs