New Delhi | December 27, 2025 | PIB Delhi

The National Consumer Helpline (NCH), a flagship initiative of the Department of Consumer Affairs, Government of India, has played a crucial role in providing timely, effective, and pre-litigation resolution of consumer grievances across the country. Over an eight-month period, the helpline facilitated refunds worth ₹45 crore, reinforcing trust and transparency in the marketplace.

Between April 25 and December 26, 2025, the National Consumer Helpline successfully resolved 67,265 consumer complaints related to refund claims across 31 sectors. This achievement highlights the growing effectiveness of NCH as a fast, cost-effective, and consumer-friendly grievance redressal mechanism under the Consumer Protection Act, 2019.

Sector-Wise Performance

The e-commerce sector recorded the highest number of complaints and refund amounts. A total of 39,965 complaints resulted in refunds amounting to ₹32 crore, making it the leading sector in grievance resolution. This was followed by the travel and tourism sector, where 4,050 complaints led to refunds of ₹3.5 crore.

The nationwide spread of e-commerce complaints—from major metropolitan cities to remote and low-population regions—demonstrates the extensive reach, accessibility, and effectiveness of the National Consumer Helpline.

Top Five Sectors Contributing Over 85% of Total Refunds

Strengthened Partnerships Driving Success

A key factor behind this success is the expansion of partner organizations, which has significantly enhanced the collective capacity to resolve consumer complaints efficiently. The growing participation of stakeholders reflects their commitment to consumer welfare and accountability.

The refund of ₹45 crore within just eight months underscores the helpline’s responsiveness and effectiveness in ensuring timely and hassle-free grievance redressal, further strengthening NCH’s role as a vital pre-litigation mechanism in India’s consumer protection ecosystem.

Real-Life Consumer Impact Stories

• Jodhpur, Rajasthan: A consumer received defective chairs from an e-commerce platform. Despite repeated attempts, the return pickup was cancelled five times. Intervention by NCH resulted in immediate resolution and a full refund. The consumer expressed heartfelt gratitude for the support.

• Bengaluru, Karnataka: A consumer paid for an annual internet plan, but the service was never installed. Even after four months of follow-ups, no refund was issued. NCH’s intervention led to an immediate refund, with the consumer calling the experience “highly satisfying.”

• Chennai, Tamil Nadu: A consumer cancelled an airline ticket more than 96 hours before departure but did not receive a refund. With NCH’s prompt action, the refund was processed swiftly. The consumer appreciated the helpline’s quick response.

These cases highlight NCH’s effectiveness as a pre-litigation grievance redressal platform, saving consumers from prolonged legal proceedings.

How to Access the National Consumer Helpline

The National Consumer Helpline has emerged as a single-point, accessible grievance redressal platform for consumers across India. Complaints can be registered via:

• Toll-Free Number: 1915 (available in 17 languages)

• WhatsApp & SMS: 8800001915

• Email: nch-ca[at]gov[dot]in

• Web Portal: consumerhelpline.gov.in

• Mobile Apps: NCH App and UMANG App

• INGRAM Portal: Integrated Grievance Redressal Mechanism

The Department of Consumer Affairs reiterates its commitment to strengthening the consumer protection framework and urges citizens to actively use the helpline to safeguard their rights and seek timely redressal.