National Consumer Helpline Refunds ₹105 Crore

The National Consumer Helpline (NCH) has facilitated refunds of over ₹105 crore to consumers across 35 sectors by addressing 1,66,189 refund-related grievances from April 25, 2025 to July 31, 2026.

The e-commerce sector accounted for the largest share of refund-related grievances, with 1,00,466 complaints resulting in refunds of more than ₹74 crore. The Travel and 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.

According to the Consumer Affairs Ministry, the NCH operates through a convergence-based mechanism under which consumer grievances are digitally forwarded to the concerned companies for resolution within defined timelines. The process is supported by continuous monitoring and tracking consumer feedback.

The NCH has received refund-related grievances from metropolitan cities as well as remote regions across the country, reflecting the platform's reach as a pan-India mechanism for consumer grievance redressal.

For instance, in Bengaluru, a consumer who ordered a mobile phone worth ₹47,490 approached the NCH after repeated extensions of the delivery date. Following the NCH intervention, the e-commerce platform processed a full refund of ₹47,490.

In another case, a consumer in Andhra Pradesh received a wrong product and approached the NCH. Following the registration of the grievance, the e-commerce platform processed a refund for the product.

The NCH has also helped consumers in other parts of the country, such as in Udalguri, Assam, where a consumer approached the NCH after cancellation of a two-wheeler booking and delay in refunding the ₹5,000 booking amount. Following intervention, the dealer processed the refund of the booking amount and confirmed its credit to the consumer's account.

Union Minister Pralhad Joshi stated that the National Consumer Helpline under the Department of Consumer Affairs is strengthening consumer protection by ensuring timely grievance redressal at the pre-litigation stage.

The NCH's efforts have resulted in significant refunds to consumers across various sectors, demonstrating its effectiveness in addressing consumer grievances and promoting consumer protection.

The success of the NCH highlights the importance of having a robust consumer grievance redressal mechanism in place, which can help to build trust and confidence among consumers.

In conclusion, the National Consumer Helpline has played a crucial role in facilitating refunds and addressing consumer grievances across various sectors, and its efforts are expected to continue promoting consumer protection and empowerment in the country.