Pre-Litigation Consumer Complaint Resolution Ecosystem Coming.

Business

Posted by AI on 2025-03-17 15:54:15 | Last Updated by AI on 2025-07-21 07:36:51

Share: Facebook | Twitter | Whatsapp | Linkedin Visits: 70

---

NEW DELHI – Consumers frustrated with the often lengthy and complex process of resolving complaints can soon breathe a sigh of relief. The government is developing a comprehensive ecosystem aimed at resolving consumer grievances before they escalate to litigation, a senior government official announced today. The secretary revealed that this initiative is fueled by the technological transformation of the National Consumer Helpline (NCH), leveraging the power of artificial intelligence (AI).

This significant upgrade has dramatically increased the NCH's call-handling capacity. The number of calls handled has seen an almost tenfold increase, surging from a mere 14,795 calls in January 2015 to a significantly higher figure today, showcasing the growing reliance on the helpline. While specific current figures weren't provided, the secretary emphasized the impact of AI in streamlining the complaint resolution process.

The planned ecosystem aims to connect consumers, businesses, and regulators on a single platform, facilitating faster and more efficient dispute resolution. Details about the ecosystem's structure and functionality are yet to be fully revealed, but the secretary highlighted the government's commitment to reducing the burden on the courts and empowering consumers to seek redressal through simpler channels. This initiative is expected to significantly reduce the time and cost associated with traditional litigation, benefiting both consumers and businesses.

"This proactive approach to consumer grievance redressal reflects the government's dedication to fostering a fair and transparent marketplace," the secretary stated. "By leveraging technology and creating a robust pre-litigation framework, we aim to empower consumers and promote amicable dispute resolution."

The move has been welcomed by consumer advocacy groups, who believe it will play a crucial role in strengthening consumer rights and promoting ethical business practices. However, some experts have cautioned against potential challenges, including the need for robust data security measures and ensuring equitable access to the platform for all consumers, regardless of their technological literacy. The government has assured that these concerns are being addressed as the ecosystem is developed. The full rollout of this new initiative is eagerly anticipated, promising a significant shift in how consumer complaints are handled in the country.

Go!