The National Consumer Helpline (NCH), a flagship initiative of the Ministry of Consumer Affairs, Food & Public Distribution, has facilitated refunds worth ₹7.14 crore over the last two months, offering significant relief to thousands of consumers across India. A press release on this development was issued on July 4, 2025.
Between April 25 and June 30, 2025, the helpline resolved 15,426 grievances across 30 sectors, highlighting its effectiveness as a pre-litigation redressal platform under the Consumer Protection Act, 2019. The initiative is designed to reduce the burden on Consumer Commissions by addressing complaints swiftly and amicably.
E-Commerce Sector Tops Complaint List
The e-commerce sector accounted for the highest number of complaints — 8,919 grievances — and also saw the largest refund total, amounting to ₹3.69 crore. The Travel and Tourism sector followed, with ₹81 lakh in refunds facilitated.
Uttar Pradesh Leads in Grievances
Grievances poured in from across the country, with Uttar Pradesh recording the highest number of complaints (1,242). Even smaller regions such as Sikkim and Dadra & Nagar Haveli saw active participation, reinforcing NCH’s broad reach.
Top Sectors by Refunds (April 25–June 30, 2025)
| Sector | Grievances | Refund Amount (₹) |
|---|---|---|
| E-Commerce | 8,919 | 3,69,58,548 |
| Travel & Tourism | 1,057 | 81,41,119 |
| General Insurance | 101 | 41,43,045 |
| Agency Services | 261 | 38,41,754 |
| Airlines | 186 | 30,86,848 |
| Others | 4,902 | 1,53,18,942 |
| Total | 15,426 | 7,14,90,256 |
Multi-Channel Access Fuels Growth
The Department attributes the helpline’s success to increased consumer outreach through various digital platforms, including:
- Toll-free number 1915 (available in 17 languages)
- WhatsApp (8800001915)
- NCH App, UMANG App
- Email, SMS, Web portal
- CPGRAMS, and an AI-enabled chatbot
Success Stories Across States
West Bengal: A Kolkata resident received a ₹8.24 lakh refund for a canceled flight, while another consumer in Burdwan was refunded ₹1,854 for an undelivered grocery order.
Rajasthan: A consumer in Nagpur District secured a ₹5,799 refund for a washing machine return delay.
Chhattisgarh: A Korba resident was refunded ₹1,214 for an undelivered toy after raising a grievance with NCH.
Maharashtra: In Mumbai, a grocery refund was issued within 3 hours after complaint registration.
Telangana: A Medak-based consumer received ₹17,490 after receiving a lower-rated refrigerator than ordered.