How to file a consumer complaint against a company using WhatsApp

• The Ministry of Consumer Affairs has made it easier to file consumer complaints.
• You can now use WhatsApp to file consumer complaints, check the status of your complaint and read FAQs.
• Here is how to file a consumer complaint using WhatsApp.

As a customer, when you receive a substandard product or service, you may think about filing a consumer complaint but give up on the idea thinking about the cumbersome process. The Ministry of Consumer Affairs has made filing consumer complaints easier.

The Ministry of Consumer Affairs has partnered with Gupshup, a conversational engagement platform, to introduce a WhatsApp chatbot that allows consumers to easily file complaints with the National Consumer Helpline (NCH), check complaint status, and read the frequently asked questions (FAQs).

The WhatsApp chatbot is currently available in English and Hindi languages.

How to file a consumer complaint using WhatsApp

• To begin, save 8800001915 in your contacts or click here.
• Then, go to the chat and send “Hi”.
• Then, select the language from English and Hindi.
• Now, click on “Register Grievance” if you want to file a complaint against any company.
• If you wish to check the status of a filed complaint, click on “Grievance Status”.
• If you have any questions about the process, filing complaints or the redressal process, click on “FAQ”.

If you click on Register Grievance, you will be asked to submit the following information –

• Your full name
• Gender
• OTP
• State
• City

Once you have submitted the above information, you will be asked to submit information relating to the company –

• Industry the company belongs to.
• Category the company operates in.
• Then, you will be able to select a company from the list.

Once you have selected a company, you will be asked to select the nature of the grievance or why you are filing the complaint against the company. There are 27 reasons for you to select from, including a misleading advertisement, delivery of a defective product, paid amount not refunded, and more.

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