Ministry of Consumer Affairs launched a specialized INGRAM platform for addressing complaints related to Goods and Services Tax (GST)
The National Consumer Helpline (NCH) has undergone a significant transformation over the years, reflecting its growing importance in promoting fair market practices and consumer protection. The platform, accessible at www.consumerhelpline.gov.in and reachable via the toll-free number 1915 or through the Integrated Grievance Redressal Mechanism (INGRAM), now handles over one lakh complaints per month.
The growth in the number of complaints registered on the NCH platform has been substantial, with a significant increase from 37,062 in 2017 to 1,70,585 in 2025. This exponential growth in the number of complaints reflects the rising confidence of consumers in the helpline. With the introduction of digital modes, nearly 65% of consumer grievances on the helpline are registered through online and digital channels.
The technological transformation of the NCH has significantly boosted its call-handling capacity. The number of calls received has grown more than tenfold from 12,553 in December 2015 to 1,55,138 in December 2024. This transformation has been crucial in addressing the increasing number of complaints effectively.
To further strengthen GST compliance and promote a participatory governance model, the NCH is being aligned with the Next-Gen GST Reforms 2025. In this regard, an inaugural training session for NCH counsellors was conducted on September 11 to equip them to handle GST-related queries and grievances effectively.
A stakeholder consultation meeting was held on September 17 with leading e-commerce platforms, representatives of industry associations, and consumer durables companies. The session, led by the Secretary, was attended by representatives from various government departments, consumer advocacy groups, and key industry associations. Participants were urged to pass on the benefits of GST rate reductions on specified goods and services to consumers.
In response to the revised GST charges, rates, and exemptions effective from September 22, the Ministry of Consumer Affairs, Food & Public Distribution has activated a dedicated category on the INGRAM portal to handle consumer queries and complaints. This dedicated category features major sub-categories, including Automobiles, Banking, Consumer Durables, E-commerce, FMCG, and others.
The NCH has also expanded its collaborations. As of now, it has collaborated with 1,142 convergence partners, including private companies, regulators, ombudsman, and government agencies. The helpline will share data and insights generated from consumer complaints under this sector with concerned companies, CBIC, and other authorities.
Each complaint on the NCH platform is assigned a unique docket number for transparent tracking and resolution. This ensures that every complaint is addressed promptly and effectively. The NCH continues to be a vital tool in empowering consumers to become active stakeholders in fair market practices.
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