of Consumer Affairs along with Gupshup, a conversational engagement platform,
and WhatsApp announced the launch of a chatbot for filing consumer
The chatbot was launched to demonstrate
the government’s commitment to safeguarding consumer rights, and needs. By sending a message to the phone
number 8800001915, consumers can quickly and easily register complaints, check
complaint status and read FAQs, all in WhatsApp.
Consumers can also scan the QR code on
National Consumer Helpline (NCH) website to enter the WhatsApp chat.
chatbot, available in English and Hindi will take users through a step-by-step
process of choosing the State, company name, nature of grievance and finally
uploading the necessary documents to complete the submission process. Consumers
can track the status of their complaints through a similar process in WhatsApp.
Khare, Additional Secretary, Department of Consumer Affairs said, “The launch
of the WhatsApp chatbot for filing consumer complaints is a step forward in our efforts to empower consumers through
awareness and education and underpins our efforts on consumer protection in
India. We are committed to providing access to efficient query resolution and
redressal mechanisms to consumers and the WhatsApp chatbot is a significant
step in that direction”
consumers were required to call on the NCH, visit the NCH app, or log in to the
consumer helpline portal to register a complaint. But with WhatsApp, logging a
complaint can be done in seconds. The user-friendly chatbot will also be
available 24/7, allowing citizens to file complaints at any time of the day.
The NCH gets a wide variety of
complaints from across sectors with the highest number of complaints coming
from e-commerce, banking, telecom, and digital payment modes.