When people feel that their voices are heard

The volume of calls and feedback sent to Hotline 1800.6838 has increased significantly over the years, clearly demonstrating the growing trust of consumers in state management agencies.

People's confidence is increasing

Statistics for the period 2021-2025 show that the volume of calls and feedback sent to Hotline 1800.6838 has increased significantly over the years, clearly demonstrating the growing trust of consumers in state management agencies in protecting their rights. This shows that the strategy of diversifying channels to receive feedback from consumers of the National Competition Commission (NCC) not only meets the requirements of modernization according to global trends, but also maintains humanity in management, creates maximum convenience for consumers and clearly affirms the role of NCC as a trusted companion of the people in protecting their legitimate rights and interests.

Representative of the National Committee for Politics reports on the results of Call Center 1800.6838 for the period 2021-2025. Photo: VCC

In practice, when people encounter difficulties in the consumption process (from buying and selling goods, using services, to disputes with businesses), having a management agency ready to listen and provide timely support is an important factor for them to protect their legitimate rights and interests. The growing trust of consumers when proactively sending feedback and recommendations to the National Competition Commission through various channels is a clear demonstration of the position of the National Competition Commission.

Through discussions at the series of conferences summarizing the work of protecting consumer rights through the 1800.6838 Call Center system in the Northern and Central regions organized by the National Committee for Consumer Rights, delegates and leaders of the National Committee for Consumer Rights unanimously affirmed that the 1800.6838 Call Center is one of the important institutions in the ecosystem of protecting consumer rights, especially in the context of digital transactions, e-commerce and online platforms developing rapidly, giving rise to many new risks.

According to the assessment, in the period of 2021-2025, Call Center 1800.6838 has achieved many outstanding results. Specifically, the ability to receive and process information has been enhanced. The system has received tens of thousands of calls from consumers nationwide, reflecting on violations of consumer rights and issues in e-commerce transactions, goods and services.

The summary report for the period 2021-2025 shows that the volume of calls and feedback sent to Hotline 1800.6838 has increased significantly over the years, clearly demonstrating the growing trust of consumers in state management agencies in protecting their rights. Specifically, in 2022, the Hotline received 9,914 calls; in 2023, it increased to 11,236 calls; in 2024, it recorded 8,446 calls; and in just 9 months of 2025, the system received up to 11,542 calls. The reception and preliminary processing rate reached over 90%, showing that the system's response capacity was maintained stably and reflecting the efforts of the National Commission for Consumer Protection in improving the efficiency of the Hotline's operations.

Hotline 1800.6838 has become an important bridge between consumers and management agencies. Many cases, after being received, have been transferred to competent authorities for handling, thereby contributing to protecting the legitimate rights of people and increasing deterrence against violations. Through consulting activities, the hotline has propagated and disseminated legal regulations, contributing to changing people's awareness and behavior, towards safe and civilized consumption. The hotline uses the IP hotline platform, capable of recording, storing, classifying content, supporting reporting and analyzing data for management purposes. It is this end-to-end companionship that has made the National Consumer Protection Commission a "legal fulcrum" for consumers in an increasingly complex market context. In addition, playing the role of a "companion" also has the meaning of enhancing social trust in the State.

Upgrading infrastructure to prepare for new operation phase

When people feel that their voices are heard and their rights are protected, they will be more proactive in reporting, thereby creating a positive cycle: The more reports are sent, the more practical data the management agency has to make policies and improve the effectiveness of market supervision. At the macro level, the National Competition Commission is not only a place to resolve petitions, but also a bridge between the State, businesses and consumers, contributing to building a fair, transparent and sustainable business environment. The role of "companion" therefore has strategic significance: Strengthening people's trust, promoting business compliance with the law, and affirming Vietnam's commitment to protecting consumers according to international standards.

However, in reality, the operation process also recorded difficulties at the local level such as lack of specialized human resources, increasingly sophisticated violations in the network environment, and the difference in infrastructure and coordination capacity between provinces/cities. Therefore, at the conference summarizing the period 2021-2025, representatives of the National Steering Committee and local units discussed solutions to increase human resources, improve coordination processes and promote the application of information technology in data analysis and early warning.

The National Committee for Consumer Protection affirmed that in the coming time, Hotline 1800.6838 will continue to play a core role in the consumer rights protection system, in line with the modernization orientation according to the Project on Developing Consumer Protection Activities for the 2026-2030 period (Decision 2724/QD-BCT dated October 3, 2025). Accordingly, the Hotline will be comprehensively upgraded in terms of infrastructure to expand processing capacity and ensure stability when receiving a large number of feedbacks; at the same time, build a connection mechanism and share interconnected data between the National Committee for Consumer Protection, localities and specialized management agencies.

In 2026, the system will integrate AI technology into the process of receiving, analyzing and processing information to improve classification quality, increase warning capabilities and effectively support policy making. Along with that, the National Consumer Protection Commission will promote decentralization and enhance local support, towards forming a synchronous operating system nationwide. This is considered an important step, in line with the requirements of building a digital government and meeting the requirements of market supervision in the digital economy era; a preparation step of strategic significance, helping the National Consumer Protection Commission effectively implement tasks according to the direction of the Ministry of Industry and Trade , ensuring that the consumer rights protection system operates more proactively, promptly and effectively in the coming period.

The National Competition Commission, a state agency under the Ministry of Industry and Trade, manages consumer protection activities. Within the framework of that function, the National Competition Commission has established and operated the Consumer Advice and Support Hotline System 1800.6838 - a key tool to improve the effectiveness of consumer protection policy implementation.

Source: https://congthuong.vn/khi-nguoi-dan-thay-rang-tieng-noi-cua-minh-duoc-lang-nghe-432189.html