As 2025 draws to a close, the National Consumer Helpline (NCH) has quietly emerged as a lifeline for citizens, facilitating refunds totalling Rs 45 crore and resolving 67,265 consumer grievances.
Ramesh Kumar (name changed) of Jodhpur ordered chairs online earlier this year, only to receive defective furniture. Five times, the e-commerce firm scheduled a pickup; five times it cancelled. Frustrated, Kumar turned to 1915. Within days, NCH secured a full refund.
"Thank you so much, Consumer Helpline, for helping cheated consumers like me," Kumar wrote.
Between April and December 2025, thousands like him found swift redress through the government platform. E-commerce dominated complaints, accounting for nearly 40,000 cases and Rs 32 crore in refunds, over two-thirds of the total, followed by travel and tourism at Rs 3.5 crore.
In Bengaluru, a consumer who paid for an annual internet plan never received service despite repeated calls. NCH stepped in and the refund was processed immediately. "It was a good experience. Otherwise, it was difficult to get the amount back," he said.
Similarly, a Chennai resident who cancelled a flight ticket within the allowed window had been denied a refund. NCH’s intervention ensured repayment.
"Thanks to NCH for the quick action. Am delighted by your efforts," the consumer wrote.
Also read: National Consumer Helpline gets 3,000 GST complaints
Operating at the pre-litigation stage, NCH offers citizens a way to resolve disputes without approaching Consumer Commissions under the Consumer Protection Act, 2019. The model allows faster resolutions at lower cost, easing pressure on the judicial system.
The helpline accepts complaints in 17 languages via multiple channels: toll-free number (1915), WhatsApp (8800001915), SMS, email, a dedicated app, and a web portal. This omni-channel approach ensures accessibility from metropolitan centres to remote towns.
A key factor in NCH’s growing effectiveness in 2025 has been the expansion of convergence partners, companies and platforms that work directly with the helpline to resolve complaints. The top five sectors contributing to this year’s Rs 45 crore in refunds were e-commerce, travel and tourism, agency services, electronics, and airlines, accounting for more than 85 per cent of the total.
The geographic spread of grievances demonstrates NCH’s reach. Complaints emerged from across India, reflecting the deep penetration of digital commerce and a growing awareness of consumer rights even in less-connected regions.
What began as a government initiative has, over 2025, quietly transformed into a vital single point of access for millions seeking justice at the pre-litigation stage.
Follow us
