NCH Facilitates Timely Relief in 79,521 Consumer Complaints
New Delhi, February 17: The government said on Tuesday that the National Consumer Helpline, operating under the Consumer Affairs Ministry, has facilitated refunds amounting to ₹52 crore across 31 sectors by resolving 79,521 consumer grievances until January.According to an official statement, these refunds were secured at the pre-litigation stage, enabling consumers to obtain timely relief without approaching Consumer Commissions. The intervention has helped streamline dispute resolution while reducing the need for prolonged legal processes.
Pre-Litigation Resolution Under Consumer Protection Act, 2019
The National Consumer Helpline is the flagship initiative of the Ministry and functions as a key pillar of grievance redressal under the Consumer Protection Act, 2019.It operates on a convergence model in which consumer complaints are digitally forwarded to companies for resolution within defined timelines. The system includes continuous monitoring of cases and structured feedback tracking to ensure accountability and closure.
This mechanism is designed to provide effective, accessible, and time-bound redressal, strengthening consumer rights across sectors.
E-Commerce Sector Leads with ₹36 Crore in Refunds
The e-commerce sector recorded the highest number of grievances, with 47,743 complaints registered through the Helpline. These cases resulted in refunds exceeding ₹36 crore.The travel and tourism sector followed, with refunds of more than ₹4 crore facilitated through the platform.
Refund-related grievances in the e-commerce segment were reported from across the country, including metropolitan cities as well as remote regions. The government noted that this reflects the extensive reach and accessibility of the National Consumer Helpline as a pan-India consumer grievance platform.
Strengthening Consumer Redressal Ecosystem
By enabling pre-litigation settlements and ensuring digital coordination with companies, the National Consumer Helpline continues to expand its role as a central mechanism for consumer dispute resolution across multiple industries.The ₹52 crore refund milestone highlights the growing reliance on structured grievance redressal systems to deliver faster and more accessible consumer justice nationwide.
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