New Delhi, Dec 27: The National Consumer Helpline (NCH), a flagship initiative of the Department of Consumer Affairs under the Ministry of Consumer Affairs, Food and Public Distribution, has facilitated refunds worth ₹45 crore during the eight-month period from April 25 to December 26, 2025. The refunds were processed through the resolution of 67,265 consumer grievances across 31 sectors, reinforcing the helpline’s role as an effective pre-litigation redressal mechanism.
According to official data, the e-commerce sector accounted for the highest share of refunds, amounting to ₹32 crore, arising from 39,965 grievances. This was followed by the travel and tourism sector, which recorded refunds of ₹3.5 crore from 4,050 complaints. Other major sectors contributing to the overall refund amount included agency services, electronic products, and airlines.
The top five sectors together accounted for over 85 per cent of the total refund value. Agency services recorded refunds of ₹1.35 crore, electronic products ₹1.17 crore, and airlines ₹95.5 lakh. Overall, refunds across these sectors amounted to more than ₹39 crore.
Officials attributed the strong performance of the helpline to the expansion of its network of convergence partners, which has enhanced coordination and improved grievance resolution timelines. The initiative operates at the pre-litigation stage under the Consumer Protection Act, 2019, enabling faster and cost-effective resolution of disputes while reducing the burden on consumer commissions.
The impact of the National Consumer Helpline was reflected in several individual cases. In one instance, a consumer from Jodhpur received a full refund for defective furniture after repeated failed attempts to resolve the issue with the seller. In another case, a consumer from Bengaluru secured a refund for an uninstalled internet connection after months of delay. Similarly, a Chennai-based passenger received a refund for a cancelled airline ticket following NCH intervention.
Officials stated that these cases highlight the growing effectiveness of the helpline in protecting consumer rights and ensuring accountability across sectors. The department emphasized that the mechanism plays a crucial role in fostering trust and transparency in the marketplace.
Consumers can access the National Consumer Helpline through the toll-free number 1915 or via multiple digital platforms, including the Integrated Grievance Redressal Mechanism (INGRAM), WhatsApp, SMS, email, the NCH mobile application, the UMANG app, and the official website. The government reiterated its commitment to strengthening consumer protection and encouraged citizens to actively use the helpline for timely grievance redressal.
