National consumer helpline secures Rs 45 crore refunds in eight months

New Delhi, Dec 27: The National Consumer Helpline (NCH), a flagship initiative of the Department of Consumer Affairs, has facilitated refunds worth Rs 45 crore by resolving more than 67,000 consumer grievances during the eight-month period from April 25 to December 26, 2025. Operating at the pre-litigation stage under the Consumer Protection Act, 2019, the helpline enables speedy and amicable resolution of disputes, easing the burden on consumer commissions.

Refund-related complaints were addressed across 31 sectors nationwide.

The e-commerce sector accounted for the largest share, with nearly 40,000 grievances resulting in refunds of about Rs 32 crore. This was followed by the travel and tourism sector, which saw refunds of Rs 3.5 crore from over 4,000 complaints. Agency services, electronic products and airlines together made up most of the remaining refunds, with the top five sectors contributing over 85 per cent of the total amount returned to consumers. Officials attributed the performance to the expansion of convergence partners, which has strengthened coordination with companies and improved grievance resolution. Complaints were received from across the country, including remote regions, underscoring the helpline’s reach and accessibility.

The Department said the outcomes highlight the effectiveness of the National Consumer Helpline as a key pre-litigation mechanism for timely and hassle-free consumer redressal, reinforcing trust and transparency in the marketplace. Consumers can access the helpline through the toll-free number 1915, the INGRAM portal, mobile apps, WhatsApp, SMS, email and other digital platforms, with services available in 17 languages.