NE NEWS BUREAU
NEW DELHI, DEC 27
In a strong boost to consumer protection and marketplace accountability, the National Consumer Helpline (NCH) has successfully facilitated ₹45 crore in refunds across 31 sectors within an eight-month period, reaffirming its role as a vital pre-litigation grievance redressal mechanism in the country.
A flagship initiative of the Department of Consumer Affairs, Government of India, the National Consumer Helpline addressed 67,265 consumer grievances related to refund claims between April 25 and December 26, 2025, ensuring timely, cost-effective and amicable dispute resolution under the Consumer Protection Act, 2019. By resolving complaints at the pre-litigation stage, NCH has significantly reduced the burden on Consumer Commissions while delivering swift relief to aggrieved consumers.
E-commerce tops refunds, travel sector follows
The e-commerce sector emerged as the largest contributor, accounting for ₹32 crore in refunds from 39,965 grievances, underscoring the increasing relevance of digital commerce-related consumer protection. The Travel and Tourism sector ranked second, with ₹3.5 crore refunded across 4,050 grievances.
Notably, refund-related complaints in the e-commerce sector were reported from every region of the country, ranging from major metros to remote and less populated areas, reflecting the nationwide reach, accessibility and effectiveness of the National Consumer Helpline.
The top five sectors, contributing over 85 per cent of total refunds, include:
- E-commerce: 39,965 grievances | ₹32.06 crore
- Travel & Tourism: 4,050 grievances | ₹3.52 crore
- Agency Services: 957 grievances | ₹1.34 crore
- Electronic Products: 635 grievances | ₹1.17 crore
- Airlines: 668 grievances | ₹0.95 crore
Together, these sectors accounted for refunds exceeding ₹39 crore.
Strong stakeholder convergence drives outcomes
Officials attribute this strong performance to the expanded network of convergence partners, which has enhanced coordination between the helpline and service providers. This collaborative approach has strengthened grievance resolution capacity and reinforced stakeholder accountability, reflecting a shared commitment to consumer welfare.
The facilitation of ₹45 crore in refunds within a short span highlights the efficiency, responsiveness and credibility of the helpline as a consumer-friendly, pre-litigation platform, promoting trust and transparency in the marketplace.
Real-world impact: Consumers speak
The impact of NCH intervention is reflected in several consumer success stories.
A consumer from Jodhpur, Rajasthan, who received defective chairs through an e-commerce platform and faced repeated pickup cancellations, received a full refund following NCH’s intervention. Expressing gratitude, the consumer said, “Thank you so much Consumer Helpline for helping cheated consumers like me… thank you so much.”
In Bengaluru, a consumer who paid for an annual internet plan but never received installation struggled for four months to secure a refund. After approaching NCH, the refund was promptly facilitated. The consumer shared, “It was a good experience. Otherwise, it was difficult to get the amount back.”
Similarly, a Chennai-based consumer who cancelled a flight ticket well in advance but did not receive a refund saw swift resolution after NCH’s involvement, stating, “Thanks to NCH for the quick action. Am delighted by your efforts.”
These cases underscore NCH’s effectiveness as a fast, accessible and consumer-friendly alternative to prolonged legal proceedings.
Easy access across multiple platforms
The National Consumer Helpline has emerged as a single-window access point for consumers seeking grievance redressal at the pre-litigation stage. Complaints can be registered in 17 languages through the toll-free number 1915. Consumers can also lodge grievances via the Integrated Grievance Redressal Mechanism (INGRAM) through multiple channels, including WhatsApp and SMS (8800001915), email, the NCH mobile app, the official web portal, and the UMANG app.
Reiterating its commitment to strengthening the consumer protection framework, the Department of Consumer Affairs has urged citizens to actively utilise the National Consumer Helpline to safeguard their rights and secure timely redressal, reinforcing confidence in India’s consumer ecosystem.
