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Empowering the Indian Consumer: The Rise of NCH and e-Jagriti Platforms

On National Consumer Day 2025, recent data reveals a massive shift in how grievances are settled in India. With the integration of AI-based systems and digital portals, the Department of Consumer Affairs is ensuring that "Consumer is King" is no longer just a slogan, but a reality.

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The Explosive Growth of the National Consumer Helpline (NCH)

The National Consumer Helpline has transformed from a simple call center into a powerhouse of redressal:

• Tenfold Increase in Trust: Call volume skyrocketed from 12,553 in 2015 to 1,55,138 calls in December 2024.
• Massive Complaint Resolution: The NCH now resolves over 12 lakh complaints annually, with many being addressed in as little as 21 days.
• Financial Recovery: Between April and October 2025, the platform successfully facilitated refunds totaling ₹27.61 crore for consumers across 30 different sectors.

The Digital Revolution: WhatsApp and Beyond

Gone are the days of long physical queues. Today, consumer justice is available at your fingertips:

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• Digital Preference: Nearly 65% of all grievances are now registered through digital channels.
• WhatsApp Dominance: Submissions via WhatsApp rose from 3% in 2023 to 20% by March 2025.
• Inclusive Access: The NCH is available in 17 languages, making it accessible to a diverse population through the Umang app, SMS, and web portals.

e-Jagriti: A New Digital Milestone

Launched on January 1, 2025, the e-Jagriti platform has rapidly become a favorite for both residents and Non-Resident Indians (NRIs):

• High Efficiency: As of mid-November 2025, the platform has seen over 1.35 lakh case filings and has already disposed of 1.31 lakh cases.
• Global Footprint: Over 1,400 NRIs are registered on the platform, with significant complaints coming from the USA, UK, UAE, and Canada.
• Speed of Justice: In the latter half of 2025, the platform achieved a milestone by disposing of more cases (24,504) than were newly filed (21,592) in the September-October period.

How to Seek Help

If you have been misled by a service provider or sold a faulty product, do not stay silent. The government encourages the use of these official channels:

• Toll-Free Number: Call 1915
• SMS: 8800001915
• Portals: Use the NCH Web Portal or the e-Jagriti platform.

Bimacure remains committed to supporting these national efforts by helping victims of insurance mis-selling navigate these complex systems to get their money back.