Shri Piyush Goyal Launches National Consumer Helpline 2.0 and Tech Initiatives to Enhance Grievance Resolution on National Consumer Day


New Delhi, 24 DEC 2023 : On the occasion of National Consumer Day 2023, the Department of Consumer Affairs celebrated the event in New Delhi, focusing on leveraging technology for enhanced consumer protection and grievance redressal. Shri Piyush Goyal, Union Minister of Consumer Affairs, Food & Public Distribution, Textiles, and Commerce & Industry, inaugurated key technological initiatives, emphasizing the government’s commitment to consumer satisfaction.

Shri Goyal announced the launch of the e-Jagriti portal, VC facility for the National Consumer Disputes Redressal Commission (NCDRC), and all State Consumer Commissions. Additionally, he highlighted the advancements in the National Consumer Helpline (NCH), which has seen a 13-fold increase in calls, registering 1,32,209 calls till November this year, up from 10,000 in 2013.

In his inaugural address, Shri Piyush Goyal stressed that customer satisfaction is integral to the country’s development, echoing the sentiments expressed by the Honorable Prime Minister during the B20 summit. The initiatives launched, including drone testing in the National Test House, aim to build consumer trust and improve the quality of goods in the market.

The Minister acknowledged the risks associated with technological expansion and praised the recent release of the “Guidelines for Prevention and Regulation of Dark Patterns, 2023” by the Department of Consumer Affairs. These guidelines focus on preventing and regulating manipulative practices, fostering a fair and transparent marketplace.

Shri Goyal also commended Honorable Justice Shri Amreshwar Pratap Sahi, the President of the National Commission, for driving positive changes in case disposal. He urged the Department to collaborate with consumer commissions, leveraging technology to address pending cases swiftly and in real-time.

Addressing concerns about essential goods’ prices, Shri Goyal highlighted India’s successful management of food inflation through proactive measures and collaborations. He appreciated the department’s initiatives, including the establishment of 140 new Price Monitoring Centres, to shield consumers from food inflation.

The Minister released various initiatives, such as the inauguration of new laboratories at the National Test House and the exchange of MoU between NTH and RRSL for mutual collaboration in EV testing.

President of NCDRC, Hon’ble Justice Shri Amreshwar Pratap Sahi, emphasized the importance of ‘Upbhokta Devo bhava’ and the need for widespread consumer protection. He suggested accessible e-filing of cases to ensure even technologically challenged consumers can file cases through e-daakhil.

Union Minister of State for Ministry of Consumer Affairs, Food and Public Distribution, and Ministry of Environment and Climate Change, Shri Ashwini Kumar Choubey, praised the department’s efforts in automating processes and stressed the importance of effective and timely disposal of cases.

Rohit Kumar Singh, Secretary, Department of Consumer Affairs, highlighted recent achievements, major initiatives, and accomplishments in the field of testing standards. He affirmed the department’s commitment to integrating technology for expedited case resolution and effective governance.

The event included technical sessions on themes like Artificial Intelligence & the protection of consumer rights, the Role of technology in speedy disposal of consumer cases, and the Impact of Dark Patterns on Consumer choices & preferences. The session was attended by senior officers, Presidents, and Members of Consumer Commissions, Vice Chancellors of various National Law Universities, stakeholders, industry associations, and consumer organizations.

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