₹7.14 Crore Refunded in Just 2 Months: E-commerce Tops Complaints at National Consumer Helpline

The National Consumer Helpline (NCH), under the Department of Consumer Affairs, Government of India, has successfully enabled refunds worth ₹7.14 crore in the past 2 months alone. 

As a pre-litigation redressal forum under the Consumer Protection Act, 2019, NCH has resolved over 15,000 consumer complaints spanning 30 sectors. 

E-Commerce Sector Records the Highest Number of Consumer Grievances

The e-commerce sector registered 8,919 complaints, the highest among all categories, and facilitated refunds totalling ₹3.69 crore. This marks a significant share of the total refund amount processed by NCH in the last two months. The grievances included issues such as non-delivery, wrong products, and delayed refunds. The growing volume of online shopping across India has likely contributed to this rise in consumer concerns.

Uttar Pradesh Leads in Number of Complaints Lodged

Uttar Pradesh saw the highest number of grievances, with 1,242 complaints lodged against various service providers. Other regions, including smaller territories like Sikkim, Dadra and Nagar Haveli, also reported grievances. This highlights the widespread reach of NCH and its ability to serve consumers across urban and rural landscapes alike.

Travel and Tourism Sector Sees Refund of ₹81 Lakh

The travel and tourism sector ranked second in terms of refund value, with ₹81 lakh returned to consumers. Common issues included cancelled bookings, delays in reimbursements, and non-receipt of services. With increased travel activity post-pandemic, this sector continues to attract a significant number of consumer grievances.

Other Sectors Receiving Attention Include Insurance and Airline Services

General insurance, agency services, and airlines were among the other sectors where refunds were facilitated. General insurance received ₹41 lakh in refunds, while agency services and airlines facilitated ₹38 lakh and ₹30 lakh respectively. These sectors often involve financial transactions and policy disputes, which require timely resolution to prevent consumer hardship.

Breakdown of Grievances and Refund Amounts

Below is a sector-wise summary of the total grievances received and the corresponding refund amounts processed through NCH:

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Conclusion

The National Consumer Helpline serves as a vital platform for consumers to voice their grievances and seek redressal. It aims to resolve issues amicably and swiftly without legal proceedings. By addressing complaints from both metropolitan cities and remote regions, NCH reflects the government's commitment to consumer welfare and improved grievance redressal mechanisms.

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