How Consumers in India can Lodge a Complaint in the National Consumer Helpline: Step-by-Step Guide

In India, consumer rights are protected under the Consumer Protection Act, and when consumers face issues with products, services, or companies, they can seek help through the National Consumer Helpline (NCH). The NCH is an initiative by the Department of Consumer Affairs to assist consumers with grievances and guide them toward a resolution. This service is totally free of cost for consumers. This guide will walk you through the process of lodging a complaint with the National Consumer Helpline.

By following this step-by-step process, you can ensure that your complaint is registered properly and get the necessary help to resolve your issue.

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Why Lodge a Complaint on the National Consumer Helpline?

Consumers in India often face challenges such as faulty products, poor services, or unresponsive companies. The National Consumer Helpline allows consumers to raise complaints and access guidance for dispute resolution. This service also encourages companies to resolve issues promptly, helping consumers avoid lengthy legal battles. NCH works as an intermediary between a company and consumer. Once a consumer raise a complaint, it is notified to the company and a company representative will add the answer to the issue in the portal. Many times this may resolve the issue and help consumers but many times it may not and the only step left is to go to Consumer Court.

Please note NCH is not Consumer Court, we have seen many places over Internet and YouTube videos they are used interchangeably which is not correct.

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Step-by-Step Guide to Lodge a Complaint in National Consumer Helpline

Step 1: Identify the Nature of Your Complaint

Before lodging a complaint, it’s important to clearly identify the nature of your issue. It can be about:

• Defective goods or services
• Unfair trade practices
• Overpricing or fraudulent charges
• Package found empty on receipt
• Defective Products
• Overcharging or Hidden Fees
• Non-Delivery of Goods or Services
• Poor Customer Service
• Unauthorized Charges or Billing Errors
• Misleading Advertisements
• Refund and Return Issues
• Warranty and Guarantee Non-Compliance
• Delayed or Denied Insurance Claims
• Substandard Quality of Services
• Fraudulent E-commerce Transactions
• Banking and Financial Service Disputes
• Telecom Network Issues
• Fake or Counterfeit Products
• Unauthorized Debit or Credit Card Transactions
• Others

Step 2: Gather All Necessary Documents

Collect all the necessary documents related to your complaint, including:

• Receipts, bills, or invoices
• Emails or text messages between you and the company
• Warranty cards (if applicable)
• Photos of defective products or any other evidence
• Videos, like unboxing or product damaged
• Call recordings

Having these documents ready will strengthen your complaint.

Step 3: Choose the Mode of Complaint

There are multiple ways to lodge a complaint with the National Consumer Helpline. You can do this via:

• NCH Website: Visit the official National Consumer Helpline portal consumerhelpline.gov.in.
• Mobile App: Download the “NCH App” from the Google Play Store or Apple App Store.
• UMANG App: Download the “Umang App” from the Google Play Store or Apple App Store.
• Call the Helpline: You can call the NCH toll-free number at 1915 (available in multiple languages).
• Send an SMS: Type your complaint details and send an SMS to 8800001915, and the helpline will respond.
• WhatsApp: You can register the complaint on WhatsApp number 8800001915

Step 4: Register on the NCH Portal

If you choose to file a complaint online, follow these steps:

1. Visit the website consumerhelpline.gov.in.
2. Sign up: Click on “New User” and fill out the registration form with your name, contact details, and address.
3. Verify your email or phone number: You will receive a verification code via email or SMS, which needs to be entered to complete your registration.

Step 5: Lodge Your Complaint

Once registered:

1. Log in to your account using your email and password.
2. Select ‘Lodge Complaint’ on the portal’s dashboard.
3. Choose the category of your complaint (e.g., telecom, e-commerce, banking, travel, etc.).
4. Fill out the complaint form with all necessary details about the company and the issue.
5. Upload supporting documents: Attach copies of receipts, bills, and communication with the company, if available.
6. Submit the complaint.

Your complaint will be assigned a unique Complaint ID, which can be used for future reference and tracking.

Step 6: Track Your Complaint Status

You can track your complaint status by:

• Logging into the portal: Use your email and password to log in and click on “Track Complaint”.
• Using the mobile app: Open the NCH app, go to “Track Complaint”, and enter your complaint ID.
• Calling the helpline: Provide the unique complaint ID to the operator to get a status update.

Step 7: Resolution and Follow-up

Once the NCH processes your complaint, it will work with the company in question to resolve the issue. You will be notified of the progress through the platform or your registered contact details. If the resolution provided by the company is unsatisfactory, you may be advised to escalate the matter further to a consumer court or alternate dispute resolution mechanisms.

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Common Issues Handled by the National Consumer Helpline

• E-commerce disputes: Non-delivery of products, defective goods, or payment issues.
• Telecom issues: Billing discrepancies, poor service quality, or connection problems.
• Banking disputes: Unauthorized charges, loan mismanagement, or fraud.
• Travel and hotel bookings: Refund issues, substandard services, or misrepresentation of services.
• Insurance claims: Delays in processing claims or rejection without proper reason.

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Tips for a Successful Complaint

• Be clear and concise in describing your issue.
• Attach all necessary supporting documents.
• Keep track of your complaint ID and follow up regularly.
• Be patient, as some disputes may take time to resolve.

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By following this step-by-step guide, you can effectively lodge a complaint with the National Consumer Helpline and work toward resolving your consumer issues efficiently.

You can also see the detailed step by step guide for consumers here and you can write a share your issue on BBR website here

Never forget to share the complaint on X, Linkedin and WA Grp for BBR.

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