Study OAS · 23 August 2025

E-commerce Dominates Consumer Refund Grievances

What’s the News?

The e-commerce sector has emerged as the leader in consumer refund-related grievances, with 3,594 cases reported.
The National Consumer Helpline (NCH) facilitated refunds amounting to ₹1.34 crore within this sector.
Across 27 sectors, the NCH successfully facilitated total refunds of ₹2.72 crore, addressing 7,256 consumer grievances.
The travel and tourism sector followed e-commerce in the volume of refund grievances.

The NCH has significantly enhanced its efficiency and reach through technological advancements, acting as a unified platform for consumers, government agencies, private companies, and regulatory bodies.
A notable increase in call volumes has been observed, rising from 12,553 in December 2015 to 1,55,138 in December 2024.
The average monthly complaint registrations have grown from 37,062 in 2017 to 1,11,951 in 2024.
The number of convergence partners has expanded from 263 in 2017 to 1,131 in 2025, strengthening the grievance redressal mechanism.
To improve accessibility, the NCH has integrated WhatsApp with its toll-free number (1915), enabling consumers to register grievances directly, especially during high call volumes.

Consumer Protection Act, 2019:
- This act replaced the Consumer Protection Act, 1986, to provide timely and effective administration and settlement of consumer disputes.
- It established the Central Consumer Protection Authority (CCPA) to promote, protect, and enforce the rights of consumers as a class.
- The act includes provisions for e-commerce and direct selling, making it more relevant to the current market landscape.
National Consumer Helpline (NCH):
- Launched by the Department of Consumer Affairs, the NCH operates as a national helpline for consumers.
- It provides information, advice, and guidance to consumers on their rights and helps in the resolution of their complaints.
- The helpline is accessible through a toll-free number and other digital channels.