The National Consumer Helpline (NCH) has assisted in refunding Rs 45 crore from April 25 to December 26, 2025, handling 67,265 consumer grievances spanning 31 sectors. The e-commerce industry saw the highest number of complaints, leading to refunds of Rs 32 crore, followed by the travel and tourism sector with 4,050 grievances resulting in Rs 3.5 crore refunds. NCH, a key initiative of the Department of Consumer Affairs, plays a vital role in resolving consumer complaints effectively and promptly nationwide.
Operating under the Consumer Protection Act, 2019, NCH focuses on resolving disputes before litigation, providing a quick, cost-effective, and amicable resolution mechanism. The Ministry of Consumer Affairs, Food, and Public Distribution highlighted the significant role of NCH in reducing the workload on Consumer Commissions. Grievances related to e-commerce refunds were reported from various parts of the country, showcasing the helpline’s extensive reach and effectiveness in addressing consumer issues.
The top five sectors accounted for over 85% of the total refunds, with Agency Services, Electronic Products, and Airlines being major contributors. The ministry attributed this success to the increased number of convergence partners, enhancing the ability to handle consumer complaints efficiently. The collaborative efforts of stakeholders demonstrate a strong commitment to consumer welfare and accountability in resolving consumer grievances effectively.
The National Consumer Helpline has become a primary avenue for consumers nationwide to seek redressal for grievances before resorting to litigation. Consumers can lodge complaints in 17 languages through a toll-free number 1915, emphasizing the helpline’s accessibility and user-friendly approach.
