New Delhi, Aug 22 (UNI) E-commerce topped the list of refund-related grievances in July 2025, with 3,594 cases resulting in refunds worth Rs1.34 crore, according to the National Consumer Helpline (NCH). The helpline successfully resolved 7,256 complaints across 27 sectors, facilitating refunds amounting to Rs2.72 crore during the month, said a statement from Department of Consumer Affairs under the Ministry of Consumer Affairs, Food & Public Distribution here today.
The Travel and Tourism sector followed the e-commerce, with refunds amounting to Rs 31 lakh, said the statement.
The helpline has witnessed a remarkable surge in usage over recent years. Call volumes grew over tenfold, from 12,553 calls in December 2015 to 1,55,138 in December 2024. Monthly complaint registrations have similarly risen, from 37,062 in 2017 to 1,11,951 in 2024, as per the statement.
Reflecting a digital shift, grievance registration via WhatsApp increased from 3% in March 2023 to 20% in March 2025, said the statement.
It pointed out that the NCH operates as a unified platform linking consumers, government bodies, private companies, and regulators. The number of convergence partners has expanded from 263 in 2017 to over 1,100 companies in 2025, facilitating faster grievance resolution.
To further enhance accessibility, NCH has integrated WhatsApp with its toll-free number (1915). In times of heavy call traffic, consumers receive automated notifications enabling grievance registration via WhatsApp — a move that streamlines complaint filing and reduces waiting times.
A dedicated feedback mechanism encourages consumers to offer suggestions, which are systematically analysed to inform continual improvements, said the statement.
