National Consumer Helpline 2.0 with new techlogies will address consumer grievance in a better way: Shri Piyush Goyal on National Consumer Day

azadi ka amrit mahotsav

The Department of Consumer Affairs celebrated the National Consumer Day 2023 today in New Delhi with focus on leveraging technology for consumer protection and grievance redressal. The Union Minister of Consumer Affairs, Food & Public Distribution, Textiles and Commerce & Industry, Shri Piyush Goyal, in his inaugural address highlighted the fact that customer satisfaction is way towards development of the country. Affirming the stance articulated by the Honorable Prime Minister during the B20 summit, which underscored the importance of consumer care in discussions about consumer rights, he emphasized that the progress of the country hinges on ensuring consumer satisfaction.

Apllauding the new initiatves of the Department, he stated that the launch of the e-Jagriti portal, VC facility for NCDRC, drone testing in NTH, National Consumer Helpline 2.0 in 17 languages, and a 13-fold increase in calls exemplify the Indian government’s efforts to build consumer trust. New Quality Control Orders (QCOs) reflect positively on the quality of goods in the market.

In conjunction with the promotion of widespread technology adoption, the Consumer Affairs Minister emphasized that along with this technological expansion comes an increase in associated risks. The ongoing conversation regarding subjects such as AI and consumer protection, including the mitigation of dark patterns, highlights the imperative for a comprehensive stakeholder discussion. The Minister commended the recent release of the “Guidelines for Prevention and Regulation of Dark Patterns, 2023” by the Department of Consumer Affairs. These guidelines, outlining 13 specific dark patterns, aim to prevent and regulate manipulative practices, fostering a fair and transparent marketplace for consumers.

Shri Goyal also commended the endeavors of Honorable Justice Shri Amreshwar Pratap Sahi, the recently appointed President of the National Commission, for his substantial contributions in driving positive changes in case disposal. The Minister urged the Department of Consumer Affairs to collaboratively strategize with consumer commissions, leveraging  technology to eliminate old pending cases entirely and address new cases more swiftly and in real-time.

Speaking on the issues related to prices of essential goodsfoShri Goyal emphasized that India, by implementing proactive measures and monetary and fiscal policies in collaboration with the Department of Consumer Affairs, successfully managed to keep food inflation in check. The Minister appreciated the department’s proactive initiatives which includes establishment of 140 new Price Monitoring centres making it a total of 550 price monitoring centres that monitors and analyzes  indicative price and thereby shield consumers from food inflation. He noted the department’s intervention in making available of tomato and onion along with Bharat Dal and Bharat Atta in subsidized price to all consumers, saying that it demonstrates the present Government’s commitment to protecting consumers from inflation.

For better consumer future, the Minister urged the Department to focus on making jagriti a jan andolan by spreading awareness, providing choices, efficient grievance redressal, and continuous feedback.

On the Occasion of National Consumer Day, 2023, the Union Minister of Consumer Affairs, Food & Public Distribution, Textiles and Commerce & Industry Shri Piyush Goyal released the following:

  1. Inauguration of e-JAGRITI portal for consumer commissions
  2. Inauguration of VC Facility at NCDRC
  3. Inauguration of Drone certification facility at NTH.
  4. Inauguration of National Consumer Helpline 2.0.
  5. Inauguration of new laboratories at National Test House
    • Domestic Appliances testing Laboratory, Mumbai & Transformer Testing facility at Guwahati
    • Organic Food Testing Laboratory at Jaipur
  6. Exchange of MoU between NTH and RRSL for mutual collaboration In EV (testing)


President, NCDRC Hon’ble Justice Shri Amreshwar Pratap Sahi in his keynote address stressed on the importance of ‘Upbhokta Devo bhava’  and emphasized  the need for widespread consumer protection across the nation. He suggested that the e-filing of cases should be accessible to every corner of the country, ensuring that even technologically challenged consumers can utilize it to file cases through e-daakhil.

The Union Minister of State for Ministry of Consumer Affairs, Food and Public Distribution and Ministry of Environment and Climate Change, Shri Ashwini Kumar Choubey applauded the efforts of Department of Consumer Affairs through BIS, Legal Metrology and National Test House for having automated its process through development, implementation of software applications, online portals and upgradation of testing facilities. He further stressed that with the rapid development of technology and growth in e-commerce, consumer are susceptible to new risks and challenges and hence effective and timely disposal of cases is utmost necessary for protection and promotion of consumer rights.

Secretary, Department of Consumer Affairs, Mr Rohit Kumar Singh in his introductory remarks gave a glimpse of recent achievements of the department, major initiatives undertaken by the government towards effective disposal of cases and major accomplishments in the field of testing standards. He affirmed that the department is committed to implementing a strategy focused on integrating technology for expedited case resolution and effective governance. This approach aims to fortify consumer protection at the policy level and actively contribute to the development of India

Following the inaugural event, technical session was organized on the following themes:

  • Artificial Intelligence & the protection of consumer rights.
  • Role of technology in speedy disposal of consumer cases.
  • Impact of Dark Patterns on Consumer choices & preferences

Joint Secretary Sh. Anupam Mishra and Sh. Vineet Mathur, senior officers, Presidents and Members of Consumer Commissions, Vice Chancellors of various National Law Universities, Stakeholders from States/UTs, industry associations and consumer organizations attended the function.



Source PIB