New Delhi, Dec 17: Jammu and Kashmir recorded more than 24,000 consumer complaints through the National Consumer Helpline (NCH) in the last three years, all of which were settled within the stipulated period, the Centre informed Parliament on Wednesday.
While replying to the Lok Sabha, the Ministry of Consumer Affairs said that 6,874 complaints were registered from Jammu and Kashmir in 2022. This number swelled to 7,967 complaints in 2023 and further increased to 9,178 complaints in 2024. The Ministry emphasised that 100 per cent disposal was achieved in each of the three years.
The government said that the steady rise in complaints from Jammu and Kashmir reflects the fact that the public has become more aware of their rights and their access to the National Consumer Helpline.
The Ministry said NCH has been upgraded to a centralised pre-litigation grievance redressal platform, which offers faster and technology-driven resolution of consumer complaints, including for consumers from Jammu and Kashmir.
The helpline now makes use of AI-based speech recognition, translation systems and an AI-enabled chatbot under the NCH 2.0 initiative. These steps allow consumers to lodge complaints through voice input and multiple digital platforms.
The complaints can now be registered through the web portal, mobile applications, SMS, WhatsApp and toll-free number 1915, offering wider outreach even in remote areas of Jammu and Kashmir, said the Ministry.
Under the NCH ‘Convergence’ programme, the Ministry informed that the average resolution time has also come down significantly as complaints are now being resolved swiftly under a time-bound mechanism involving partner companies—(KNO)
