National Consumer Helpline Secures ₹52 Cr Refunds Across 31 Sectors; E-Commerce Tops Grievance Chart
Operating under the Ministry of Consumer Affairs, Food & Public Distribution, NCH uses a digital convergence model where complaints are forwarded to companies for resolution within defined timelines, supported by continuous monitoring and consumer feedback tracking.
New Delhi: The National Consumer Helpline (NCH) has facilitated refunds worth ₹52 crore across 31 sectors by resolving 79,521 grievances at the pre-litigation stage between April 25, 2025 and January 31, 2026, reinforcing its role as a time-bound and accessible redressal mechanism under the Consumer Protection Act, 2019.
Operating under the Ministry of Consumer Affairs, Food & Public Distribution, NCH uses a digital convergence model where complaints are forwarded to companies for resolution within defined timelines, supported by continuous monitoring and consumer feedback tracking.
E-Commerce Accounts for Highest Refunds
According to the data table on pages 1 and 2, the e-commerce sector recorded the highest number of complaints – 47,743 – resulting in refunds exceeding ₹36 crore.
The Travel & Tourism sector followed with refunds of over ₹4 crore. Other major sectors included Agency Services, Electronic Products and General Insurance. The top five sectors together accounted for over 85 percent of the total refund amount, with ₹45.13 crore refunded across 55,076 grievances in these categories alone.
Refund grievances were reported from metropolitan as well as remote regions, underlining the platform’s nationwide reach.
Pre-Litigation Relief and Case Examples
As detailed on page 2, several cases highlight the helpline’s effectiveness:
In e-commerce, repeated delivery rescheduling without refund was resolved after intervention.
In automobile-related complaints, diagnostic issues were addressed post-escalation via the portal.
Food delivery disputes involving wrong items and reduced quantities were resolved after company non-response.
Insurance premium refunds were secured where policies were never issued.
These interventions demonstrate the helpline’s ability to secure consumer relief without prolonged legal proceedings.
Multi-Channel Access in 17 Languages
The National Consumer Helpline functions as a single-point access platform allowing consumers to register grievances in 17 languages. As listed on page 2, complaints can be filed through:
- Toll-free number: 1915
- INGRAM portal
- WhatsApp/SMS: 8800001915
- Email: nch-ca[at]gov[dot]in
- NCH mobile app
- Web portal
- UMANG app Consumer Helpline
The release notes that facilitation of ₹52 crore in refunds strengthens consumer trust in digital marketplaces and service ecosystems and encourages proactive use of grievance redressal systems.
The initiative reinforces the government’s commitment to strengthening consumer rights and ensuring accessible, pre-litigation redressal mechanisms across the country.
