National Consumer Helpline Secures Rs 520 Million in Refunds

NCH operates through a convergence model in which grievances are digitally forwarded to companies for resolution within defined timelines, with continuous monitoring and consumer feedback tracking. The Helpline also accepts complaints in 17 languages and provides multiple access channels including a toll-free number, a portal and a mobile application. This design aims to make redressal effective, accessible and time bound across metropolitan and remote regions.

The e-commerce sector accounted for the highest share with 47,743 complaints and refunds of more than Rs 360 mn. The travel and tourism sector followed with refunds of more than Rs 40 mn, while agency services, electronic products and general insurance together contributed to the bulk of remaining reimbursements. The top five sectors together accounted for over 85 per cent of the total refund amount, totalling about Rs 451.36 mn across 55,076 grievances.

Illustrative cases included repeatedly rescheduled e-commerce deliveries that were resolved with refunds after Helpline intervention, vehicle diagnostic disputes that led to full refunds and food delivery orders returned with incorrect or reduced items that were reimbursed following escalation. A premium paid for a policy that was never issued was also refunded after NCH action. The facilitation of these refunds reinforces the Government’s commitment to strengthening consumer trust in digital marketplaces and encourages consumers to proactively use the Helpline for timely redressal.