The Ahmedabad-based Consumer Education and Research Centre (CERC) has launched a dedicated WhatsApp service to make consumer complaint registration faster and more convenient. The new facility enables consumers to submit grievances directly through their mobile phones without visiting an office or using traditional channels.
To file a complaint, consumers simply need to send a “Hi” message to 9825201111 and follow the instructions provided. The platform also allows users to upload supporting documents, including bills, invoices, receipts, warranty cards, photographs, PDFs and videos, making the complaint process more seamless.
A CERC official said the initiative has been introduced to simplify complaint registration and improve accessibility for consumers who increasingly prefer digital modes of communication.
CERC already provides consumer assistance through its helpline, email, website, SMS service and walk-in centres. With the launch of the WhatsApp service, the organisation expects complaint registrations to rise significantly, potentially increasing four to five times. Currently, CERC’s telephone helpline receives more than 100 consumer complaints every month.
CERC Chairman Sunil Parekh said the WhatsApp platform can be used to lodge complaints related to defective products and services, misleading advertisements, unfair trade practices, e-commerce transactions, banking services, health insurance, travel insurance and a wide range of other consumer issues.
The new initiative is expected to strengthen consumer grievance redressal by offering a simple, user-friendly and easily accessible digital platform.