National Consumer Helpline Resolves 80,000 Complaints, Secures ₹52 Crore in Refunds for Consumers

New Delhi: The National Consumer Helpline (NCH) has emerged as a highly active and effective platform for consumer grievance redressal. Over the past nine months, the helpline has resolved nearly 80,000 complaints across 31 sectors, facilitating refunds of ₹52 crore to consumers, the Ministry of Consumer Affairs reported on Tuesday.

E-Commerce Sector Leads in Complaints
The majority of complaints were related to the e-commerce sector, with 47,743 grievances recorded, resulting in refunds exceeding ₹36 crore. Following e-commerce, the travel and tourism sector accounted for over ₹4.16 crore in consumer refunds. Other sectors included agency services (₹1.54 crore), electronic products (₹1.45 crore), and general insurance (₹1.18 crore).

Efficient Digital Redressal Mechanism
NCH operates under the Consumer Protection Act, 2019, and plays a crucial role in resolving complaints efficiently and promptly. Complaints are digitally forwarded to the respective companies for resolution within a stipulated timeframe. The helpline closely monitors responses and tracks consumer feedback to ensure accountability and timely action.

Impact Across India
The refunds and resolutions through NCH reflect its nationwide reach. Complaints were received not only from major cities but also from remote regions, highlighting the accessibility and effectiveness of the helpline across India. Between April 25, 2025, and January 31, 2026, NCH successfully mediated 79,521 complaints before they escalated to legal proceedings, showcasing its proactive approach in protecting consumer rights.

This achievement underscores the growing importance of digital grievance redressal platforms in empowering consumers and ensuring corporate accountability, particularly in fast-growing sectors like e-commerce.

Refunds by Sector:

• E-Commerce: ₹36 crore+ (47,743 complaints)
• Travel & Tourism: ₹4.16 crore+ (5,149 complaints)
• Agency Services: ₹1.54 crore (1,103 complaints)
• Electronics Products: ₹1.45 crore+ (788 complaints)
• General Insurance: ₹1.18 crore+ (293 complaints)