National Consumer Helpline Facilitates Rs. 7.14 Crore Refunds in Two Months, E-Commerce Tops Complaints List.
New Delhi:
In a major achievement for consumer protection in India, the National Consumer Helpline (NCH) has successfully facilitated refunds worth Rs 7.14 crore to consumers over the last two months, addressing 15,426 grievances across 30 sectors. This was disclosed by the Department of Consumer Affairs in a report posted today.
The e-commerce sector emerged as the most complaint-ridden, recording 8,919 grievances, resulting in refunds worth Rs. 3.69 crore. It was followed by the Travel and Tourism sector, which saw refunds amounting to Rs. 81 lakh. Other notable sectors include General Insurance, Agency Services, and Airlines, highlighting the growing demand for accountability across industries in the digital age.
Uttar Pradesh registered the highest number of complaints from any state, with 1,242 grievances, followed by significant cases from West Bengal, Maharashtra, Rajasthan, Telangana, and Chhattisgarh — showcasing the nationwide reach and trust placed in NCH by consumers across regions.
Sector-Wise Refund Snapshot (April 25 – June 30, 2025):
| Sector | Grievances | Refund Amount (Rs.) |
|---|---|---|
| E-Commerce | 8,919 | 3.69 crore |
| Travel & Tourism | 1,057 | 81.4 lakh |
| General Insurance | 101 | 41.4 lakh |
| Agency Services | 261 | 38.4 lakh |
| Airlines | 186 | 30.8 lakh |
| Other sectors | 4,902 | 1.53 crore |
| Total | 15,426 | Rs.7.14 crore |
The Department highlighted that the increase in resolved cases and refund amounts reflects NCH’s growing effectiveness and consumer outreach, driven by digital innovation and multi-channel grievance registration. Consumers are now able to raise complaints via toll-free helpline (1915), WhatsApp (8800001915), SMS, Email, the NCH App, UMANG App, and the official portal (consumerhelpline.gov.in).
NCH operates under the Consumer Protection Act, 2019, as a pre-litigation platform offering hassle-free grievance redressal and helping ease the burden on formal consumer courts. Its growing network of convergence partners and real-time engagement with companies has been key in resolving issues quickly and amicably.
Real Impact: Success Stories Across India
- West Bengal: A Kolkata resident received a refund of Rs. 8.24 lakh for a cancelled flight ticket, while a Burdwan consumer got Rs. 1,854 back for an undelivered grocery order.
- Rajasthan: A consumer from Nagpur district received Rs. 5,799 within three days after issues with returning a defective washing machine were resolved.
- Chhattisgarh: A Korba resident got a refund of Rs. 1,214 for a missing toy order after NCH stepped in.
- Maharashtra: A Mumbai consumer’s grievance for undelivered grocery items was resolved in just three hours, leading to a prompt refund.
- Telangana: A consumer from Medak received Rs. 17,490 after being delivered the wrong refrigerator model. The issue was swiftly addressed by NCH.
These cases demonstrate NCH’s crucial role in defending consumer rights, ensuring timely intervention, and providing accessible redressal mechanisms.
The Department of Consumer Affairs urged citizens to continue leveraging the platform to protect their interests and assured ongoing efforts to strengthen the consumer protection framework. The NCH continues to serve as a reliable, multilingual, and tech-enabled single-point access for redressal of grievances, empowering consumers from all walks of life.
