National Consumer Helpline
“India’s Frontline of Consumer Protection”
These are not just isolated success stories but clear examples of how the National Consumer Helpline acts as a lifeline for ordinary citizens. The National Consumer 
Helpline is a flagship initiative of the Department of Consumer Affairs to guide consumers, resolve grievances and create awareness about their rights. It operates through the portal consumerhelpline.gov.in, which functions as the Integrated Grievance Redress Mechanism. The platform brings together consumers, government agencies, regulators, ombudsmen, companies and call centres on a single system.
Through this mechanism, consumers can register complaints online and seek resolution at the pre-litigation stage. If they remain unsatisfied, they still have the option to approach the Consumer Commissions. The portal also serves as a knowledge platform to inform citizens about their responsibilities while protecting their rights.
Progress in Consumer Redressal
The reach and efficiency of the helpline has been significantly enhanced by leveraging technology. Call volumes have grown more than tenfold, rising from 12,553 in December 2015 to 1,55,138 in December 2024.The platform currently receives over one lakh complaints per month reflecting the growing consumer trust. The average number of monthly complaint registrations has increased from 37,062 in 2017 to 1,70,585 in 2025.With the introduction of digital modes, nearly 65% of consumer grievances on the helpline are registered through online and digital channels. Grievance registration via WhatsApp has shown a significant growth from 3% in March 2023 to 20% in March 2025.
