National Consumer Helpline Facilitates ₹105+ Crore Refunds Across 35 Sectors
The National Consumer Helpline (NCH), operating under the Department of Consumer Affairs, has facilitated refunds exceeding ₹105 crore to consumers across 35 sectors by addressing 1,66,189 refund-related grievances during the fifteen-month period from 25 April 2025 to 31 July 2026. All refunds were facilitated at the pre-litigation stage, enabling consumers to obtain timely relief without approaching Consumer Commissions.
The e-commerce sector accounted for the largest share with 1,00,466 complaints resulting in refunds of more than ₹74 crore. The Travel & Tourism sector followed with refunds exceeding ₹10 crore. During the period from May 2026 to July 2026, refunds facilitated in the e-commerce sector ranged from ₹1 to ₹35,83,790, covering consumer grievances of varying nature and value.
Operational Mechanism and Geographic Reach
NCH operates through a convergence-based mechanism where consumer grievances are digitally forwarded to concerned companies for resolution within defined timelines, supported by continuous monitoring and tracking of consumer feedback. The platform has demonstrated pan-India reach, with refund-related grievances received from metropolitan cities as well as remote regions across the country.
Case Examples of Grievance Resolution
Specific cases resolved include: a Bengaluru Urban consumer receiving ₹47,490 refund for delayed mobile phone delivery; an NTR District, Andhra Pradesh consumer receiving refund for an incorrect USB enclosure product; an Udalguri, Assam consumer receiving ₹5,000 refund for two-wheeler booking cancellation; and a Poonch, Jammu & Kashmir consumer receiving ₹3,072 refund for wrong and substandard sports shoes.
Multi-Channel Access Platform
NCH provides consumers access to grievance redressal in 17 languages through multiple channels including toll-free number 1915, WhatsApp/SMS at 8800001915, INGRAM Portal, email at nch-ca[at]gov[dot]in, NCH Mobile App, Web Portal, and UMANG App. The initiative strengthens consumer confidence in digital marketplaces by providing a convenient mechanism for grievance resolution and encourages proactive utilization to safeguard consumer rights.