New Delhi: The National Consumer Helpline (NCH) has facilitated refunds of more than ₹105 crore to consumers by addressing 1,66,189 refund-related grievances across 35 sectors during the 15-month period from April 25, 2025 to July 31, 2026, according to the Department of Consumer Affairs.
The refunds were facilitated at the pre-litigation stage, allowing consumers to seek relief without approaching Consumer Commissions. The NCH functions as a single-point platform through which consumers can register grievances and seek resolution from concerned companies.
E-Commerce Accounts for Majority of Refunds
The e-commerce sector recorded the highest number of refund-related grievances during the period.
Key figures:
- 1,66,189 refund-related grievances addressed
- ₹105 crore+ in refunds facilitated
- 35 sectors covered
- 1,00,466 e-commerce refund grievances addressed
- ₹74 crore+ refunded in the e-commerce sector
- ₹10 crore+ refunds facilitated in Travel & Tourism
Between May and July 2026, refunds facilitated through NCH in e-commerce cases ranged from ₹1 to ₹35.83 lakh, covering grievances involving different products and transaction values.
How the National Consumer Helpline Works
The NCH uses a convergence-based mechanism under which consumer complaints are digitally forwarded to the concerned companies for resolution within defined timelines.
The grievances are monitored and tracked, with consumer feedback forming part of the process.
According to the Department of Consumer Affairs, complaints have been received from both metropolitan cities and remote regions, reflecting the helpline’s nationwide reach.
Consumers Across States Benefit From Intervention
The helpline’s intervention has resulted in refunds in cases involving delayed deliveries, incorrect products and cancelled bookings.
Some cases highlighted by the Department include:
- Bengaluru Urban: A consumer received a full refund of ₹47,490 after an e-commerce platform failed to deliver a mobile phone within the scheduled time.
- NTR District, Andhra Pradesh: An e-commerce platform processed a refund after a consumer received an incompatible product instead of the item ordered.
- Udalguri, Assam: A consumer received a ₹5,000 refund after intervention over a delayed refund following cancellation of a two-wheeler booking.
- Poonch, Jammu & Kashmir: A consumer received a refund after an e-commerce platform supplied sports shoes that were different from the product ordered.
NCH Offers Multiple Channels for Complaints
Consumers can access the National Consumer Helpline through multiple channels and in 17 languages.
Consumers can register grievances through:
- Toll-free number: 1915
- WhatsApp/SMS: 8800001915
- INGRAM portal
- NCH mobile application
- Web portal
- UMANG application
The Department of Consumer Affairs said the refunds facilitated through the NCH demonstrate the platform’s role in providing accessible and time-bound grievance redressal before a dispute reaches the formal consumer-commission stage.
The initiative covers consumer grievances across sectors and provides an avenue for consumers to seek resolution from businesses through a centralised mechanism.
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