National Consumer Helpline Aids Resolution of E-commerce Complaints
After experiencing the cancellation of five scheduled pickup requests without explanation, Ramesh Kumar (name changed) sought help from the National Consumer Helpline. Months post his online furniture purchase, the Jodhpur resident found himself ensnared with defective merchandise and without a refund.
His fortunes changed upon dialing 1915. Within a matter of days, the government’s National Consumer Helpline intervened, ensuring Kumar received his money back.
Numerous others have faced similar predicaments. According to official statistics released on Saturday, between April and December, the helpline adeptly resolved 67,265 consumer grievances, facilitating refunds amounting to ₹45 crores.
“I am immensely grateful to the Consumer Helpline for assisting defrauded consumers like myself,” Kumar expressed, elated after the NCH secured a prompt refund.
Recorded data indicates that e-commerce complaints alone constituted nearly 40,000 grievances, resulting in refunds totaling ₹32 crores, which represents more than two-thirds of the overall amount reclaimed.
In Bengaluru, another consumer grappled with an extended battle after purchasing an annual internet service. Although the payment was promptly deducted, the anticipated connection never materialized.
Customer service assured him that the refund would be processed within ten working days. Yet, four months later, after relentless follow-ups, clarity remained elusive.
Once the National Consumer Helpline became involved, the refund was processed almost instantaneously. “It was a positive experience; otherwise, reclaiming the amount was quite challenging,” he noted.
The travel and tourism sector emerged as the next major area of concern, with refunds totaling ₹3.5 crores.
A similar intervention benefited a consumer in Chennai who canceled a flight ticket well within the stipulated refund period, only to face significant delays from the airline despite multiple follow-ups. “Thanks to NCH for the swift action. I appreciate your efforts,” the consumer remarked.
Unlike traditional legal avenues, the National Consumer Helpline operates at a pre-litigation stage, allowing for dispute resolution that avoids the need for consumers to approach Consumer Commissions under the Consumer Protection Act of 2019. This unique approach reduces costs, minimizes delays, and alleviates pressure on the judicial system.
The helpline accommodates complaints in 17 languages and can be accessed through various channels such as a toll-free number (1915), WhatsApp (8800001915), SMS, email, a mobile app, and a web portal. This accessibility enables consumers from both urban centers and remote locales to seek redress swiftly.
Officials attribute the improved outcomes in 2025 to the expansion of convergence partners—companies and platforms collaborating directly with NCH to resolve complaints. This collaborative approach epitomizes the growing synergy within India’s consumer protection framework.
The five sectors of e-commerce, travel and tourism, agency services, electronic products, and airlines collectively accounted for over 85% of the ₹45 crores refunded during the year. These are also areas where consumers often lack the resources to pursue protracted disputes.
The distribution of complaints across Tier-1 cities and smaller towns underscores the helpline’s national outreach and the extent to which digital commerce has infiltrated less-connected regions. It reflects a burgeoning readiness among consumers in India to assert their rights.
Throughout 2025, the National Consumer Helpline has evolved from merely being a government service to becoming a pivotal gateway for consumer grievance resolution, precluding the necessity for legal action.
Source link: Timesofindia.indiatimes.com.
