The e-commerce sector recorded the highest number of refund-related grievances, with 3,594 cases in July 2025, resulting in refunds worth Rs 1.34 crore, the Ministry of Consumer Affairs, Food & Public Distribution said on Friday.
Overall, the National Consumer Helpline (NCH) successfully facilitated refunds totaling Rs 2.72 crore last month, addressing 7,256 consumer grievances across 27 sectors. The Travel & Tourism sector followed, accounting for refunds of Rs 31 lakh.
The helpline’s technological transformation has significantly enhanced its reach and efficiency. Call volumes increased more than tenfold—from 12,553 in December 2015 to 1,55,138 in December 2024—while average monthly complaint registrations rose from 37,062 in 2017 to 1,11,951 in 2024. Consumer adoption of digital channels has also surged, with grievance registration via WhatsApp increasing from 3% in March 2023 to 20% in March 2025.
NCH acts as a unified platform connecting consumers, government agencies, private companies, and regulatory bodies. The number of convergence partners has grown steadily, from 263 in 2017 to 1,131 in 2025, strengthening collaborative grievance redressal mechanisms.
In line with its mandate to safeguard consumer rights and promote fair trade practices, the Department of Consumer Affairs monitors grievance data received through NCH. The Department also identifies companies with a high volume of complaints that are not yet part of the convergence programme for further engagement. Companies demonstrating a proactive approach to grievance redressal are onboarded voluntarily as convergence partners.
Once onboarded, NCH shares real-time complaint data with these companies, enabling fair and expeditious resolution through cooperative engagement.
To enhance accessibility and streamline grievance registration during periods of high call volume, NCH has integrated WhatsApp with its toll-free number (1915). In cases of prolonged waiting times due to heavy traffic or technical issues, automated WhatsApp notifications allow consumers to register grievances directly through the platform.
This initiative offers a seamless and user-friendly alternative, improving the efficiency and responsiveness of the helpline. Additionally, a dedicated feedback mechanism has been introduced, encouraging consumers to share suggestions via consumerhelpline.gov.in
. The feedback is systematically reviewed and analysed to drive continuous improvements in line with consumer needs.