National Consumer Helpline Facilitates ₹52 Crore in Refunds Across 31 Sectors
National Consumer Helpline Facilitates ₹52 Crore in Refunds Across 31 Sectors
The National Consumer Helpline (NCH) has facilitated refunds amounting to ₹52 crore across 31 sectors by addressing 79,521 consumer grievances related to refund claims during the period of last nine months (from 25 April to 31 January 2026). The refunds were secured at the pre-litigation stage, enabling consumers to obtain timely relief without approaching Consumer Commissions.
This flagship initiative of the department, plays a pivotal role in providing effective, accessible, and time-bound grievance redressal under the Consumer Protection Act, 2019. NCH operates through a convergence model where grievances are digitally forwarded to companies for resolution within defined timelines, with continuous monitoring and consumer feedback tracking.
E-Commerce Sector Accounts for Majority of Refunds
The e-commerce sector recorded the highest number of grievances, with 47,743 complaints, resulting in refunds exceeding ₹36 crore. The Travel & Tourism sector followed, with refunds of more than ₹4 crore facilitated through the Helpline.
Refund grievances in the e-commerce sector were reported from across the country spanning metropolitan cities as well as remote regions underscoring the extensive reach and accessibility of the National Consumer Helpline as a pan-India consumer grievance platform.
Top Five Sectors Accounting for Majority of Refunds
The top five sectors, which together accounted for over 85 percent of the total refund amount, along with the number of grievances and refund amounts facilitated, are detailed below:
S. No.
Sector
Total Grievances
Total Amount Refunded (₹)
1
E-Commerce
47,743
36,79,86,191
2
Travel & Tourism
5,149
4,16,39,652
3
Agency Services
1,103
1,53,97,771
4
Electronic Products
788
1,45,23,681
5
General Insurance
293
1,18,08,426
Total
55,076
45,13,55,721
Cases that exemplify the effectiveness of the National Consumer Helpline
These cases demonstrate the Helpline’s effectiveness in securing consumer relief without prolonged legal proceedings. The facilitation of refunds amounting to ₹ 52 crore during the period from 25 April to 31 January 2026 demonstrates the responsiveness and efficacy of the Helpline and reinforces its critical role as a trusted instrument for consumer protection at the pre-litigation stage.
The National Consumer Helpline (NCH) functions as a single-point access platform for consumers across the country to register grievances in 17 languages.
The facilitation in refunds reinforces the Government’s commitment to strengthening consumer trust in digital marketplaces and service ecosystems. Also, encourages consumers to proactively utilize the National Consumer Helpline to safeguard their rights and seek timely redressal.