Consumer Affairs department reveals that between 25 April 2025 and 31 January 2026, the helpline addressed these grievances at the pre-litigation stage
India’s National Consumer Helpline (NCH) has resolved 79,521 refund-related complaints over the past nine months, helping consumers reclaim Rs 52 crore, with the majority of cases coming from the e-commerce and travel sectors, government data shows.
Between 25 April 2025 and 31 January 2026, the helpline addressed these grievances at the pre-litigation stage, preventing escalation to consumer courts, according to the Department of Consumer Affairs.
The ecommerce sector recorded the highest number of complaints at 47,743, resulting in refunds of about Rs 36.8 crore, or roughly 71 per cent of the total amount facilitated during this period.
“The data underscores mounting pressure on digital marketplaces as online retail penetration deepens beyond large cities,” the department said. Common issues included delayed deliveries, cancelled orders without refunds, and defective products.
India’s consumer internet ecosystem has grown rapidly over the last five years, driven by rising smartphone adoption and digital payments. The increase in complaints suggests that customer-service systems are struggling to keep up with the volume of transactions.
Travel And Other Services
The travel and tourism sector ranked second, logging 5,149 complaints with refunds exceeding Rs 4.16 crore. Industry officials said disputes over cancellations and delayed refunds remain significant, particularly in a market shaped by dynamic pricing and non-refundable fares.
Agency services, which facilitate bookings or other services, reported 1,103 complaints, resulting in refunds of roughly Rs 1.54 crore.
Consumer durables and electronics accounted for 788 complaints, generating about Rs 1.45 crore in refunds, while general insurance recorded 293 complaints worth over Rs 1.18 crore, reflecting higher refund amounts per case.
Together, these five sectors contributed more than 85 per cent of the total refunds facilitated by the helpline.
All complaints were addressed under the Consumer Protection Act, 2019, at the pre-litigation stage. The helpline forwards complaints digitally to companies, assigns resolution timelines, and monitors consumer feedback. This approach eases the burden on Consumer Commissions while providing quicker relief for consumers.
Significance
Although Rs 52 crore represents a small portion of India’s overall consumption, the concentration of complaints in e-commerce and travel highlights friction points in fast-growing digital sectors.
“The data also signals rising consumer awareness and willingness to formally escalate disputes,” the department said. Accessible via toll-free number 1915, web portal, messaging platforms, and mobile apps in 17 languages, the helpline has emerged as a key tool in India’s consumer protection framework.
For businesses, “refund efficiency and grievance resolution are emerging as operational metrics closely tied to trust, and increasingly, regulatory oversight.”
