Ecommerce sector recorded the highest volume of refund-related grievances with 3,594 cases, resulting in refunds worth Rs 1.34 crore
Addressing 7,256 consumer grievances across 27 sectors, the National Consumer Helpline (NCH) has facilitated refunds amounting to Rs 2.72 crore in July 2025. The ecommerce sector recorded the highest volume of refund-related grievances with 3,594 cases, resulting in refunds worth Rs 1.34 crore.
The Ministry of Consumer Affairs, Food and Public Distribution said that the travel and tourism sector also accounted for refunds of Rs 31 lakh. The helpline’s technological transformation has significantly enhanced its reach and efficiency. Call volumes have increased more than tenfold, from 12,553 in December 2015 to 1,55,138 in December 2024.
Similarly, average monthly complaint registrations have grown from 37,062 in 2017 to 1,11,951 in 2024, the ministry said in an official statement. Consumer adoption of digital channels has also surged, with grievance registration via WhatsApp rising from 3 per cent in March 2023 to 20 per cent in March 2025.
Strengthening collaborative redressal mechanisms, the number of convergence partners has expanded steadily from 263 in 2017 to 1,131 companies in 2025. To ensure greater accountability, NCH systematically forwards grievances to convergence partners as they are received, with companies expected to prioritise timely redressal.
The ministry noted that designed to overcome procedural delays and high costs that deter consumers from pursuing formal cases, the helpline provides an alternate dispute redressal mechanism at the pre-litigation stage.
