The National Consumer Helpline (NCH) has helped consumers secure refunds totalling ₹7.14 crore over the past two months, according to the Ministry of Consumer Affairs.
The Department of Consumer Affairs said the amount was facilitated through the resolution of 15,426 complaints spanning 30 sectors.
The NCH, a flagship initiative under the Department of Consumer Affairs, plays a critical role in providing pre-litigation support to consumers under the Consumer Protection Act, 2019. By addressing grievances swiftly and amicably, the helpline eases the burden on the Consumer Commissions.
According to official data, the e-commerce sector continues to generate the highest number of complaints. Of the total grievances, 8,919 pertained to the e-commerce sector alone, leading to refunds amounting to ₹3.69 crore. The travel and tourism sector followed, with refunds worth ₹81 lakh being facilitated for consumers facing issues related to bookings and cancellations.
Consumers from states and Union Territories across the country have used the platform, reflecting its wide reach. Uttar Pradesh recorded the highest number of e-commerce complaints at 1,242, but grievances were registered even from smaller regions such as Sikkim and Dadra & Nagar Haveli.
Officials said the steady increase in the number of grievances reflects the growing outreach of the platform through various digital modes, including calls, the NCH app, the UMANG app, SMS, WhatsApp, email, the web portal, and the Integrated Grievance Redressal Mechanism (INGRAM).
The helpline acts as a single-window system for consumers to register their grievances at the pre-litigation stage. It is accessible in 17 languages through the toll-free number 1915. In addition, complaints can be submitted online via consumerhelpline.gov.in and through WhatsApp (8800001915), SMS, the NCH app, the UMANG App, and email (nch-ca@gov.in).
Officials have urged consumers to actively utilise these channels to secure timely and hassle-free redressal and to safeguard their rights as provided under the law.
