#ConsumerRights #NationalConsumerHelpline #ECommerceComplaints #RefundSuccess #ConsumerAwareness #NCH1915 #DigitalGrievanceRedressal #AtmanirbharBharat
New Delhi — The National Consumer Helpline (NCH), a flagship initiative of the Department of Consumer Affairs, Government of India, has successfully enabled ₹7.14 crore in refunds to consumers across India over the past two months, demonstrating its critical role as a pre-litigation grievance redressal platform.
Between April 25 and June 30, 2025, NCH addressed over 15,426 consumer complaints spanning 30 sectors, offering a seamless and accessible mechanism for consumers to resolve disputes without resorting to lengthy legal proceedings.
🛍️ E-Commerce Tops Complaints, But Also Refunds
The e-commerce sector once again emerged as the most complaint-prone category, registering 8,919 grievances, resulting in refunds of ₹3.69 crore — more than half of the total amount facilitated. This was followed by:
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Travel & Tourism – ₹81 lakh in refunds from 1,057 complaints
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General Insurance – ₹41 lakh from 101 grievances
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Agency Services – ₹38.4 lakh from 261 complaints
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Airlines – ₹30.8 lakh from 186 complaints
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Others – ₹1.53 crore from 4,902 grievances
These figures showcase the growing accountability across multiple consumer-facing sectors due to the watchdog role played by NCH.
🌐 Uttar Pradesh Leads in Grievances
Among Indian states, Uttar Pradesh recorded the highest number of grievances at 1,242, followed closely by Maharashtra, West Bengal, and Telangana. Notably, even smaller Union Territories like Dadra & Nagar Haveli and states like Sikkim registered multiple cases — a sign of increased awareness and digital accessibility.
🔍 Expanding Reach Through Multi-Channel Support
NCH’s growing effectiveness can be attributed to its omni-channel Integrated Grievance Redressal Mechanism (INGRAM) platform. Consumers can now file grievances through:
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Toll-Free Number: 1915
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WhatsApp & SMS: 8800001915
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Email: nch-ca@gov.in
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Mobile App: NCH App
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Web Portal: consumerhelpline.gov.in
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UMANG App
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AI-Enabled Chatbot
Support is available in 17 regional languages, ensuring that the service is truly inclusive and nationwide. These diverse touchpoints have allowed even rural and remote consumers to easily access redressal services.
✅ Consumer Success Stories Across India
1. West Bengal:
A consumer in Kolkata received a refund of ₹8,24,877 after facing difficulties securing compensation for a cancelled flight. In another case from Burdwan, a consumer got a refund of ₹1,854 after an undelivered grocery order was resolved quickly.
“My issue got sorted very fast. Thanks!” said the grateful consumer.
2. Rajasthan:
A buyer from Nagpur District who couldn’t return a defective washing machine finally received a ₹5,799 refund within three days, thanks to NCH’s intervention.
“I am very satisfied with the way my complaint was handled.”
3. Chhattisgarh:
A resident of Korba faced delays from an e-commerce platform regarding a prepaid toy order worth ₹1,214. After contacting NCH, the refund was processed promptly.
“I am very happy with this company’s service, they solved my problem very quickly.”
4. Maharashtra:
In Mumbai, a grocery order arrived with missing items. The customer turned to NCH and got the refund in just three hours.
“Excellent service! Within 3 hours my problem was resolved and I got my refund.”
5. Telangana:
A Medak District consumer ordered a five-star refrigerator but received a three-star model instead. Following NCH’s involvement, a full refund of ₹17,490 was processed.
“I was very happy with the service of NCH. It has resolved my issue fastly.”
🛡️ Pre-Litigation Resolution Saves Time & Cost
NCH serves as an alternative dispute resolution mechanism under the Consumer Protection Act, 2019, helping ease the burden on consumer courts. With growing participation from convergence partners like brands, platforms, and logistics firms, the helpline is now resolving cases faster and more transparently than ever before.
It plays a vital role in enhancing marketplace trust, especially in a time when online shopping and digital payments are at an all-time high.
“NCH is not just a complaint helpline — it is a symbol of the government’s commitment to consumer rights and digital inclusion,” said a spokesperson from the Department of Consumer Affairs.
📢 What You Can Do as a Consumer
If you’re facing delays, delivery failures, product misrepresentation, insurance issues, or service lapses, you don’t need to suffer in silence. Contact NCH and exercise your rights.
📊 NCH in Numbers (April 25 – June 30, 2025)
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Grievances Registered: 15,426
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Sectors Covered: 30
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Total Refunds Facilitated: ₹7,14,90,256
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Top Sector by Refund: E-Commerce (₹3.69 crore)
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Top State by Complaints: Uttar Pradesh (1,242)
📱 Hashtags for Social Media Awareness:
#ConsumerRights #NationalConsumerHelpline #ECommerceComplaints #RefundSuccess #ConsumerAwareness #NCH1915 #DigitalGrievanceRedressal #AtmanirbharBharat #ConsumerProtection #OnlineShopping #SmartConsumer #GrievanceRedressal #ConsumerJustice #RightToRefund #GovernmentOfIndia #UMANG #IndiaFightsForConsumers
