J&K, Ladakh log 9,396 consumer grievances on NCH: Centre

Srinagar, Dec 11: The Union Ministry of Consumer Affairs has informed the Lok Sabha that Jammu & Kashmir and Ladakh has registered 9,396 consumer grievances on the National Consumer Helpline (NCH) during the last three years.

The rising complaints reflects a steady rise in complaints related to e-commerce, online purchases, delayed deliveries and defective products.

The official data reveals that Jammu and Kashmir received 6,874 complaints in 2022, which increased to 7,967 in 2023, and 9,178 in 2024. “All grievances were resolved within the stipulated timelines.”

It also said that for the Union Territory of Ladakh, the Ministry reported 136 complaints in 2022, followed by 137 in 202 and 218 in 2024. “All of which were disposed of successfully.”

The ministry further said that the National Consumer Helpline has witnessed rapid expansion, with monthly complaints nationwide rising from 37,062 in 2017 to 1,42,605 in 2025, driven largely by increased digital adoption and a surge in online transactions. “The share of grievances filed through WhatsApp has grown from 11 percent in October 2023 to 30 percent in October 2025.”

To strengthen grievance redressal, NCH has launched AI-based speech recognition, translation systems and an AI-enabled chatbot under the NCH 2.0 initiative, aimed at simplifying complaint filing for consumers, including those from remote regions of J&K and Ladakh.

The Ministry also said that the Consumer Protection Act 2019 continues to empower District, State and National Consumer Commissions to ensure speedy disposal of cases. “In the last three years, J&K Consumer Commission recorded 10, 19 and 30 new cases respectively, with cumulative disposals showing improvement.”

Additionally, the newly launched e-Jagriti portal integrates platforms like e-Daakhil, CONFONET and OCMS—enabling citizens of J&K and Ladakh to file complaints, upload documents, pay fees and attend hearings virtually—(KNO)