, a flagship initiative under the Department of Consumer Affairs, has enabled refunds amounting to){kind=link}
New Delhi: The National Consumer Helpline (NCH), a flagship initiative under the Department of Consumer Affairs, has enabled refunds amounting to ₹45 crore across 31 different sectors over 8 month period from April 25 to December 26, providing swift pre-litigation relief to consumers across India.
According to the Ministry of Consumer Affairs, Food and Public Distribution, the helpline successfully resolved 67,265 consumer grievances related specifically to refund claims during this period. Operating under the framework of the Consumer Protection Act, 2019, the initiative has played a key role in ensuring timely, affordable, and amicable dispute resolution, while significantly reducing the burden on Consumer Commissions.
Officials noted that the helpline’s intervention has helped consumers avoid lengthy legal processes by resolving disputes at an early stage through direct engagement with companies and service providers.
National Consumer Helpline Refunds Lead Growth in E-Commerce Sector
Among all sectors, e-commerce recorded the highest number of refund-related complaints handled by the helpline. A total of 39,965 grievances from this sector alone resulted in refunds amounting to nearly ₹32 crore, making it the single largest contributor to the overall refund figure.
The Travel and Tourism sector ranked second, with 4,050 complaints leading to refunds worth approximately ₹3.5 crore. Other sectors that featured prominently included agency services, electronic products, and airlines.
Collectively, the top five sectors accounted for more than 85 per cent of the total refund value facilitated by the National Consumer Helpline, underlining the concentration of consumer disputes in these areas.
National Consumer Helpline Refunds Reflect Nationwide Reach
The Ministry highlighted that refund-related complaints, particularly in the e-commerce sector, were received from all parts of the country, spanning major metropolitan cities as well as remote and rural regions. This, officials said, demonstrates the nationwide accessibility and effectiveness of the National Consumer Helpline.
The Department of Consumer Affairs attributed the improved grievance resolution outcomes to the expanded network of convergence partners, which has strengthened coordination between the helpline and businesses. This enhanced collaboration has led to faster response times and higher success rates in resolving consumer disputes.
Real-Life Cases Show Impact of Helpline Intervention
The Ministry also cited several illustrative cases that reflect the practical impact of the helpline’s intervention. These included disputes related to defective products purchased online, delayed refunds from internet service providers, and pending airline ticket cancellations.
In each instance, the involvement of the National Consumer Helpline resulted in prompt refunds being issued to affected consumers, reinforcing confidence in the pre-litigation redressal mechanism.
The National Consumer Helpline serves as a single-window platform for consumers seeking grievance redressal before resorting to legal action. Consumers can lodge complaints in 17 languages through the toll-free number 1915 or via the Integrated Grievance Redressal Mechanism (INGRAM) portal.
Complaints can also be submitted through WhatsApp, SMS, email, the NCH mobile application, the UMANG app, and the official web portal. The Department reaffirmed its commitment to strengthening India’s consumer protection framework and encouraged citizens to actively use the helpline to protect their rights and seek timely redressal.
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