How is the National Consumer Helpline Receiving Over 1 Lakh Complaints Monthly?
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Synopsis
The National Consumer Helpline is witnessing an unprecedented surge in complaints, with over 1 lakh monthly registrations. As digital channels gain popularity, consumers are increasingly turning to this vital platform for resolving grievances. Discover how this helpline protects consumer rights and ensures fair practices in various sectors.
Key Takeaways
- One lakh monthly complaints reflect increasing consumer trust.
- Digital channels account for 65% of complaint registrations.
- Refunds totaling Rs. 2.72 crore were issued in July 2025.
- The number of convergence partners has risen to 1,142.
- The NCH plays a crucial role in consumer rights protection.
New Delhi, Oct 17 (NationPress) The National Consumer Helpline (NCH) is currently handling more than one lakh complaints each month, demonstrating a rising level of consumer confidence. The average number of monthly complaint registrations has surged from 37,062 in 2017 to 1,70,585 in 2025, according to official statistics.
Call volumes have experienced significant growth, increasing more than tenfold from 12,553 in December 2015 to 1,55,138 in December 2024.
With the advent of digital methods, approximately 65 percent of consumer complaints are now submitted through online and digital platforms. Complaints made via WhatsApp have notably risen from 3 percent in March 2023 to 20 percent in March 2025, as per the data.
Since the rollout of the GST reforms, the National Consumer Helpline has recorded 3,981 calls related to GST issues as of October 2. Among those, 31 percent were inquiries, while 69 percent were formal complaints requiring further action.
Of the total complaints, 1,992 grievances have been escalated to the Central Board of Indirect Taxes and Customs (CBIC) for action, while 761 grievances were referred in real time to the appropriate convergence partner companies for resolution.
In July 2025, the helpline facilitated refunds amounting to Rs. 2.72 crore by addressing 7,256 consumer grievances across 27 different sectors. This marks an increase from 1,079 grievances with total refunds of Rs. 62 lakh in April 2025.
The e-commerce sector dominated refund-related complaints in July 2025, with 3,594 cases leading to refunds totaling Rs 1.34 crore. The travel and tourism sector followed, contributing refunds of Rs 31 lakh.
The number of convergence partners has grown from 263 in 2017 to 1,142 companies as of September 2025, enhancing collaboration for timely grievance resolution.
As of February 2025, the Department of Consumer Affairs has secured refunds amounting to Rs 1.56 crore for over 600 students in Civil Services, Engineering, and other courses, after coaching centers failed to fulfill their refund promises.
The National Consumer Helpline has emerged as a critical platform dedicated to safeguarding consumer rights and promoting fair business practices.
Point of View
The remarkable rise in consumer complaints to the National Consumer Helpline underscores a vital shift towards enhanced consumer awareness and trust. The helpline's ability to adapt to digital channels reflects its commitment to protecting consumer rights, ensuring that voices are heard and grievances addressed in a timely manner.
NationPress
18/10/2025
Frequently Asked Questions
What is the National Consumer Helpline?
The National Consumer Helpline (NCH) is a government initiative designed to address consumer grievances and ensure fair business practices.
How many complaints does the NCH receive monthly?
The NCH currently receives over one lakh complaints each month, indicating a growing trust among consumers.
What percentage of complaints are registered online?
Approximately 65 percent of complaints are now registered through online and digital channels.
What sectors are most common for complaints?
The e-commerce sector has the highest number of refund-related complaints, followed by travel and tourism.
How much money has been refunded to consumers?
In July 2025, refunds totaling Rs. 2.72 crore were facilitated across multiple sectors.
