New Delhi: The National Consumer Helpline facilitated refunds worth ₹45 crore by resolving more than 67,000 consumer grievances across 31 sectors during an eight-month period ending December 26, 2025, according to data released by the Department of Consumer Affairs.
The refunds were processed between April 25 and December 26, 2025, through pre-litigation grievance resolution under the Consumer Protection Act, 2019. Officials said the mechanism enabled faster and low-cost settlements while reducing the burden on Consumer Commissions.
During this period, the helpline addressed 67,265 refund-related complaints from consumers across the country. The Department said the initiative strengthened trust in the grievance redressal system and improved accountability among service providers.
National Consumer Helpline sees e-commerce dominate refund claims
Sector-wise data showed that the e-commerce sector accounted for the highest refunds at ₹32 crore. The sector also recorded the highest number of complaints, with 39,965 grievances resolved. Travel and tourism followed with refunds of ₹3.5 crore from 4,050 complaints.
Other major contributors included agency services, electronic products, and airlines. Together, the top five sectors accounted for more than 85 percent of the total refund value, officials said.
The Department said complaints originated from both metropolitan cities and remote regions, highlighting the nationwide reach of the National Consumer Helpline. It attributed the outcomes to the expansion of convergence partners and improved coordination with companies.
Officials cited several consumer cases to illustrate the impact. In one case, a consumer from Jodhpur received a full refund for defective furniture after repeated pickup failures by an e-commerce platform. In another, a Bengaluru consumer secured a refund for an uninstalled internet connection after four months of delay.
Similarly, a Chennai-based consumer received a delayed airline ticket refund after intervention by the helpline. Officials said such cases demonstrated the helpline’s role as an effective pre-litigation mechanism.
Consumers can access the National Consumer Helpline in 17 languages through the toll-free number 1915. Grievances can also be registered via WhatsApp, SMS, email, the INGRAM portal, the NCH app, the UMANG app, and the official web portal.
The Department of Consumer Affairs urged consumers to actively use the helpline to safeguard their rights and seek timely redressal.
