National Consumer Helpline Facilitates ₹2.72 Crore Refunds in July; E-commerce Tops Grievance Redressals
Positioned as an effective pre-litigation mechanism, NCH offers consumers a faster, cost-effective alternative to formal legal proceedings.
New Delhi, August 22: The National Consumer Helpline (NCH) facilitated refunds worth ₹2.72 crore in July 2025, resolving 7,256 consumer grievances across 27 sectors, according to data released by the Ministry of Consumer Affairs, Food and Public Distribution on Friday.
E-commerce emerged as the largest contributor to refund-related complaints, with 3,594 cases leading to refunds of ₹1.34 crore. The travel and tourism sector followed with ₹31 lakh in refunds.
The ministry highlighted that NCH has seen a tenfold rise in call volumes over the past decade — from 12,553 calls in December 2015 to 1,55,138 in December 2024. Complaint registrations have also grown significantly, averaging 1,11,951 per month in 2024, compared to 37,062 in 2017.
Consumer adoption of digital grievance channels has also risen sharply. Registrations via WhatsApp jumped from 3% in March 2023 to 20% by March 2025. The helpline has integrated WhatsApp with its toll-free number (1915), allowing automated notifications during peak hours so consumers can file complaints digitally.
The NCH currently works with 1,131 companies as “convergence partners,” up from 263 in 2017, enabling real-time sharing of grievance data and faster redressal. Companies with high complaint volumes are also being encouraged to join the platform voluntarily.
Positioned as an effective pre-litigation mechanism, NCH offers consumers a faster, cost-effective alternative to formal legal proceedings. The department said the model has enhanced transparency, accountability, and consumer confidence, while easing pressure on adjudicatory bodies.
Recent case studies shared by the ministry include a consumer in Assam who recovered a refund for a failed online order, a Mumbai resident who received a ₹6,000 refund within two days after months of delay, and a ration card holder in Bihar who had food supplies restored after four months of denial.
According to the ministry, the NCH exemplifies the government’s vision of “Viksit Bharat” through digital empowerment, citizen-centric grievance redressal, and institutional accountability.
