The National Consumer Helpline (NCH), a flagship initiative of the Department of Consumer Affairs, has facilitated refunds worth ₹45 crore across 31 sectors during an eight-month period from April 25 to December 26, providing timely pre-litigation redressal to thousands of consumers across the country.
According to Ministry of Consumer Affairs, Food & Public Distribution, the helpline successfully addressed 67,265 consumer grievances related to refund claims during this period, operating under the Consumer Protection Act, 2019. The initiative has helped ensure speedy, cost-effective and amicable resolution of disputes, while also reducing the burden on Consumer Commissions.
The e-commerce sector accounted for the highest share of refunds, with 39,965 grievances resulting in refunds of nearly ₹32 crore. The Travel and Tourism sector followed, registering 4,050 grievances and refunds amounting to ₹3.5 crore.
Other major sectors contributing to refunds included agency services, electronic products and airlines. Collectively, the top five sectors accounted for over 85 per cent of the total refund amount facilitated through the helpline.
Ministry noted that complaints related to e-commerce refunds were received from across the country, including metropolitan cities as well as remote regions, reflecting the nationwide reach and accessibility of the National Consumer Helpline.
The Department of Consumer Affairs attributed the improved outcomes to an expanded network of convergence partners, which has strengthened coordination with companies and enhanced grievance resolution efficiency.
Illustrative cases highlighted the helpline’s impact, including resolution of refund disputes involving defective e-commerce products, delayed internet service refunds and pending airline ticket cancellations. In each case, intervention by the National Consumer Helpline resulted in prompt refunds to affected consumers.
The National Consumer Helpline functions as a single point of access for consumers seeking redressal at the pre-litigation stage. Consumers can register complaints in 17 languages through the toll-free number 1915 or via the Integrated Grievance Redressal Mechanism (INGRAM) portal. Complaints can also be submitted through WhatsApp, SMS, email, the NCH mobile application, the UMANG app and the official web portal.
The Department reiterated its commitment to strengthening the consumer protection framework and urged citizens to actively use the helpline to safeguard their rights and seek timely grievance redressal.
