The National Consumer Helpline facilitated refunds amounting to Rs 2.72 crore in July 2025, addressing 7,256 consumer grievances across 27 sectors, the Ministry of Consumer Affairs said on Friday.
The e-commerce sector recorded the highest volume of refund-related grievances with 3,594 cases, resulting in refunds worth ₹1.34 crore followed by the Travel & Tourism sector, which accounted for refunds of ₹31 lakh.
Ministry data also said 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.
Consumer adoption of digital channels has also surged, with grievance registration via WhatsApp rising from 3% in March 2023 to 20% in March 2025.
The number of convergence partners of NCH has expanded steadily from 263 in 2017 to 1,131 companies in 2025, strengthening collaborative redressal mechanisms.
It further said that in order to enhance accessibility and streamline grievance registration during periods of high call volume, NCH has integrated WhatsApp with its toll-free number (1915).