National Consumer Helpline facilitates refunds of over ₹105 crore to consumers in 15 months

Ministry of Consumer Affairs, Food & Public Distribution National Consumer Helpline facilitates refunds of over ₹105 crore to consumers in 15 months 1,66,189 refund-related grievances addressed across 35 sectors between 25 April 2025 and 31 July 2026 E-commerce sector accounts for more than ₹74 crore in facilitated refunds Refunds ranging from ₹1 to ₹35.83 lakh facilitated in e- commerce sector during May-July 2026

Posted On: 09 SEP 2026 5:57PM by PIB Delhi The National Consumer Helpline (NCH), by the Department of Consumer Affairs, has facilitated refunds of more than ₹105 crore to consumers across 35 sectors by addressing 1,66,189 refund-related grievances during the fifteen-month period from 25 April 2025 to 31 July 2026.

The refunds were facilitated at the pre-litigation stage, enabling consumers to obtain timely relief without having to approach the Consumer Commissions. The National Consumer Helpline has emerged as a single-point access platform for consumers across the country to register grievances and seek resolution.

The e-commerce sector accounted for the largest share of refund-related grievances, with 1,00,466 complaints resulting in refunds of more than ₹74 crore. The Travel & Tourism sector followed, with refunds exceeding ₹10 crore. During May 2026 to July 2026, refunds facilitated in the e-commerce sector ranged from ₹1 to ₹35,83,790, covering consumer grievances of varying nature and value.

Key highlights: ₹105 crore+ refunds facilitated 1,66,189 refund-related grievances addressed 35 sectors covered 1,00,466 e-commerce refund grievances addressed ₹74 crore+ refunds facilitated in the e-commerce sector ₹10 crore+ refunds facilitated in Travel & Tourism ₹1 to ₹35,83,790 – range of refunds facilitated in e-commerce during May-July 2026 The NCH operates through a convergence-based mechanism under which consumer grievances are digitally forwarded to the concerned companies for resolution within defined timelines. The process is supported by continuous monitoring and tracking of consumer feedback.Refund-related grievances received through NCH have come from metropolitan cities as well as remote regions across the country, reflecting the platform's reach as a pan-India mechanism for consumer grievance redressal.

Consumer grievances resolved through NCH Bengaluru Urban | Delayed mobile phone delivery: A consumer who ordered a mobile phone worth ₹47,490 on 21 August 2026, with delivery scheduled for 22 August, approached NCH after repeated extensions of the delivery date. Following NCH intervention, the e-commerce platform processed a full refund of ₹47,490.

NTR District, Andhra Pradesh | Incorrect product received: A consumer received a USB 3.1 enclosure instead of the ordered 2.5-inch Hard Drive Enclosure, USB-C 3.0 to Type-C, which was incompatible with the required device. Following registration of the grievance with NCH, the e- commerce platform processed a refund for the product.

Udalguri, Assam | Two-wheeler booking refund: A consumer approached NCH on 21 May 2026 following cancellation of a two-wheeler booking and delay in refunding the ₹5,000 booking amount. Following intervention, the dealer processed the refund of the booking amount and confirmed its credit to the consumer's account.

Poonch, Jammu & Kashmir | Wrong and substandard product: A consumer who ordered sports shoes worth ₹3,072 received a different and substandard brand. After repeated cancellation/rejection of the return request, the consumer registered a grievance with NCH on 29 June 2026. Following intervention, the e-commerce platform processed a refund for the product.

NCH provides multiple channels for consumer access The National Consumer Helpline provides consumers access to grievance redressal in 17 languages

through multiple channels:

Toll-free: 1915 WhatsApp/SMS: 8800001915 INGRAM Portal

Email: nch-ca[at]gov[dot]in NCH Mobile App Web PortalUMANG App The facilitation of refunds exceeding ₹105 crore during the period from 25 April 2025 to 31 July 2026 highlights the role of NCH in providing accessible and time-bound grievance redressal at the pre-litigation stage.

The National Consumer Helpline (NCH) under the Department of Consumer Affairs is strengthening consumer protection by ensuring timely grievance redressal at the pre-litigation stage. From 25 April 2025 to 31 July 2026, NCH facilitated ₹105 crore+ in refunds while resolving… pic.twitter.com/ZfT8xhXRir — Pralhad Joshi (@JoshiPralhad) September 9, 2026 The initiative also contributes to strengthening consumer confidence in digital marketplaces and service ecosystems by providing consumers with a convenient mechanism to raise grievances and seek timely resolution. Consumers are encouraged to proactively utilise the National Consumer Helpline to safeguard their consumer rights and seek redressal of their grievances.

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