New Delhi: The National Consumer Helpline (NCH), a flagship initiative of the Department of Consumer Affairs, Government of India, has reinforced its role as a key pre-litigation grievance redressal mechanism by facilitating consumer refunds worth ₹45 crore across 31 sectors within an eight-month period.
Between 25 April and 26 December 2025, the National Consumer Helpline successfully addressed 67,265 consumer grievances related to refund claims.
Operating under the Consumer Protection Act, 2019, the helpline enables speedy, inexpensive and amicable resolution of disputes at the pre-litigation stage, significantly reducing the burden on Consumer Commissions.
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National Consumer Helpline: Sector-wise Refund Performance Highlights
The e-commerce sector emerged as the leading contributor, accounting for 39,965 grievances and refunds amounting to ₹32 crore.
This was followed by the Travel and Tourism sector, which registered 4,050 grievances and facilitated refunds worth ₹3.5 crore.
Refund-related grievances in the e-commerce segment were reported from across India, including major metropolitan centres as well as remote and less-populated regions, underscoring the nationwide reach, accessibility and effectiveness of the National Consumer Helpline.
The top five sectors that contributed more than 85 percent of the total refunds, along with the number of grievances received and the corresponding refund amounts are given below:Sl No. Sector Total Grievances Total Amount Refunded (in ₹) 1 E- Commerce 39,965 320,680,198 2 Travel & Tourism 4,050 35,222,102 3 Agency Services 957 13,497,714 4 Electronic Products 635 11,725,231 5 Airlines 668 9,556,843 Total 46,275 39,06,82,088
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Expanded Partnerships Strengthen National Consumer Helpline Outcomes
A significant factor contributing to the improved outcomes has been the expansion in the number of convergence partners associated with the National Consumer Helpline.
This has enhanced the collective capacity of stakeholders to effectively address consumer grievances, reaffirming their commitment to accountability and consumer welfare.
The facilitation of ₹45 crore in refunds during the April–December 2025 period highlights the responsiveness and efficiency of the helpline, while reinforcing its importance as a trusted pre-litigation platform promoting transparency and confidence in the marketplace.
National Consumer Helpline: Consumer Impact Through Real Cases
Several consumer cases illustrate the practical impact of the National Consumer Helpline:
- A consumer from Jodhpur, Rajasthan, received defective chairs purchased through an e-commerce platform. After repeated pickup cancellations by the company, the consumer approached the helpline. Intervention by the National Consumer Helpline led to a full refund.
- A consumer from Bangalore, Karnataka, paid for an annual internet plan, but the connection was never installed. Despite multiple follow-ups over four months, no refund was issued until the National Consumer Helpline intervened, resulting in prompt resolution.
- A consumer from Chennai, Tamil Nadu, cancelled a flight ticket more than 96 hours before departure but did not receive the refund despite repeated requests. Following intervention by the National Consumer Helpline (NCH), the refund was successfully facilitated.
These cases highlight the helpline’s effectiveness in delivering timely resolutions without the need for prolonged legal proceedings.
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How Consumers Can Access the National Consumer Helpline
The National Consumer Helpline serves as a single-point access system for pre-litigation grievance redressal across India. Consumers can register grievances in 17 languages via the toll-free number 1915.
Grievances can also be submitted through the Integrated Grievance Redressal Mechanism (INGRAM), an omni-channel IT-enabled platform. Available channels include WhatsApp and SMS (8800001915), email, the NCH mobile app, the official web portal, and the UMANG app, offering flexibility and ease of access.
The Department of Consumer Affairs has reiterated its commitment to strengthening the consumer protection framework and encouraged citizens to actively use the National Consumer Helpline to safeguard their rights and seek timely redressal.
