The National Consumer Helpline (NCH) has facilitated refunds of more than ₹105 crore to consumers across 35 sectors by resolving 1,66,189 refund-related grievances between April 25, 2025 and July 31, 2026, according to the Department of Consumer Affairs.
The refunds were facilitated at the pre-litigation stage, allowing consumers to seek relief without having to approach Consumer Commissions. The NCH functions as a single-point platform through which consumers across the country can register complaints and seek resolution from companies and service providers.
The e-commerce sector accounted for the largest share of refund-related complaints. A total of 1,00,466 grievances in the sector resulted in refunds exceeding ₹74 crore. The Travel and Tourism sector was the second-largest contributor, with refunds of more than ₹10 crore facilitated during the period.
Between May and July 2026, refunds facilitated in the e-commerce sector ranged from as little as ₹1 to as much as ₹35.83 lakh, highlighting the wide range of consumer complaints being addressed through the helpline.
Refunds facilitated across diverse consumer complaints
The NCH has handled complaints from consumers in metropolitan cities as well as remote parts of the country, underscoring its reach as a nationwide grievance-redressal mechanism.
In Bengaluru Urban, a consumer who purchased a mobile phone worth ₹47,490 in August 2026 faced repeated delays in delivery. After the matter was taken up with the NCH, the e-commerce platform processed a full refund of the purchase amount.
In Andhra Pradesh’s NTR district, a consumer received a USB 3.1 enclosure instead of the ordered 2.5-inch hard drive enclosure with USB-C 3.0 connectivity. Following intervention by the NCH, the e-commerce platform processed a refund for the product.
A similar case was reported from Udalguri in Assam, where a consumer sought help after a cancelled two-wheeler booking failed to generate a refund of the ₹5,000 booking amount. The dealer subsequently processed the refund following NCH intervention.
In Poonch, Jammu and Kashmir, a consumer who had purchased sports shoes for ₹3,072 received a different and substandard brand. After repeated rejection of return requests, the consumer approached the NCH on June 29, 2026. The e-commerce platform subsequently processed a refund.
Digital grievance redressal mechanism
The NCH uses a convergence-based mechanism under which consumer complaints are digitally forwarded to the concerned companies for resolution within specified timelines. The cases are monitored and consumer feedback is tracked as part of the process.
The helpline provides services in 17 languages through multiple channels, including the toll-free number 1915, WhatsApp and SMS at 8800001915, the INGRAM portal, email, the NCH mobile application, web portal and UMANG application.
The Department of Consumer Affairs said the facilitation of refunds exceeding ₹105 crore demonstrates the role of the National Consumer Helpline in providing consumers with accessible and time-bound redressal without requiring them to immediately enter into formal litigation.
The initiative is also aimed at strengthening consumer confidence in digital marketplaces and service ecosystems by providing a convenient mechanism to raise complaints and seek timely resolution.
