Hyderabad: The National Consumer Helpline (NCH) witnessed unprecedented growth in usage, with calls increasing from 12,553 in December 2015 to over 1.55 lakh calls in December 2024, according to data released by department of consumer affairs on the eve of World Consumer Rights Day, marked on Saturday.
The modernisation of the NCH through AI-powered speech recognition and translation systems has made the service more accessible to diverse linguistic groups. The multilingual chatbot reportedly helped in reaching consumers across different regions and language barriers.
At a summit organised by the Hyderabad District Legal Services Authority (DLSA) and the Hyderabad District Consumer Disputes Redressal Commission, officials highlighted the need for enhanced consumer awareness and announced new initiatives targeting underprivileged communities.
“We must inculcate a culture of being better consumers,” said Md Abdul Javeed, DLSA secretary, Hyderabad. He stressed how consumer rights are often compromised in daily transactions. “When a gas cylinder is delivered, we pay extra money without questioning. We worry that our reputation gets hurt or services get delayed, and this is how our rights get compromised,” Javeed explained, advocating for the practice of demanding receipts for all transactions. The DLSA’s new initiatives include targeted outreach programs in slum areas and increased availability of free legal aid through service-oriented advocates. The introduction of the e-Dakhil system has simplified the grievance filing process, eliminating the need for physical presence, said officials.
However, TV Rajeshwar Rao, president of the District Consumer Fora Advocates Association, pointed out significant gaps in awareness. “Only 10% of people are aware of the consumer act and its provisions. We don’t have help desks at commissions, and nobody knows how to file complaints,” he stated, pressing on the urgent need to bridge the information gap.
B Uma Venkata Subba Lakshmi, president of Hyderabad-I consumer commission, stressed the dual nature of consumer rights and responsibilities. “Consumers should make it a point to check every detail of the products they buy,” she advised.
The modernisation of the NCH through AI-powered speech recognition and translation systems has made the service more accessible to diverse linguistic groups. The multilingual chatbot reportedly helped in reaching consumers across different regions and language barriers.
At a summit organised by the Hyderabad District Legal Services Authority (DLSA) and the Hyderabad District Consumer Disputes Redressal Commission, officials highlighted the need for enhanced consumer awareness and announced new initiatives targeting underprivileged communities.
“We must inculcate a culture of being better consumers,” said Md Abdul Javeed, DLSA secretary, Hyderabad. He stressed how consumer rights are often compromised in daily transactions. “When a gas cylinder is delivered, we pay extra money without questioning. We worry that our reputation gets hurt or services get delayed, and this is how our rights get compromised,” Javeed explained, advocating for the practice of demanding receipts for all transactions. The DLSA’s new initiatives include targeted outreach programs in slum areas and increased availability of free legal aid through service-oriented advocates. The introduction of the e-Dakhil system has simplified the grievance filing process, eliminating the need for physical presence, said officials.
However, TV Rajeshwar Rao, president of the District Consumer Fora Advocates Association, pointed out significant gaps in awareness. “Only 10% of people are aware of the consumer act and its provisions. We don’t have help desks at commissions, and nobody knows how to file complaints,” he stated, pressing on the urgent need to bridge the information gap.
B Uma Venkata Subba Lakshmi, president of Hyderabad-I consumer commission, stressed the dual nature of consumer rights and responsibilities. “Consumers should make it a point to check every detail of the products they buy,” she advised.
