National Consumer Helpline Secures Rs 7.14 Crore in Refunds for Consumers
refunds worth Rs 7.14 crore for consumers between April 25 and June 30, 2025
The National Consumer Helpline (NCH), under the Department of Consumer Affairs, has facilitated refunds worth Rs 7.14 crore for consumers between April 25 and June 30, 2025, addressing 15,426 grievances across 30 sectors, including e-commerce, banking, and telecom. The e-commerce sector led with 8,919 complaints, yielding Rs 3.69 crore in refunds, according to an official statement released on Friday.
The NCH, a flagship initiative, offers pre-litigation grievance resolution, easing the burden on consumer commissions under the Consumer Protection Act, 2019. Its efficiency stems from expanded partnerships with 1,072 convergence partners, including major e-commerce platforms like Amazon, Flipkart, and Paytm, and robust stakeholder engagement. The helpline’s multilingual support in 17 languages via toll-free number 1915, WhatsApp (92658-92658), SMS, email, the NCH app, the INGRAM portal (consumerhelpline.gov.in), and the UMANG app ensures accessibility.
In 2024-25, NCH registered 1,59,219 complaints, a 43% increase from the previous year, with a 94% resolution rate. Top grievance categories include e-commerce (29%), banking (10%), and telecom (8%). The helpline’s proactive approach, including escalation to higher authorities and convergence meetings, has streamlined refunds and strengthened consumer trust. The department credits technology-driven solutions and stakeholder collaboration for the NCH’s success in empowering consumers and ensuring swift redressal.
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