Throughout this timeframe, the helpline handled 67,265 consumer complaints regarding refund requests. The e-commerce sector emerged as the leader, with 39,965 complaints and refunds amounting to ₹32 crore. Following closely was the travel and tourism sector, which recorded 4,050 complaints and refunds of ₹3.5 crore.
The National Consumer Helpline functions at the pre-litigation stage under the aegis of the Department of Consumer Affairs, Government of India, with the goal of addressing consumer issues without necessitating engagement with consumer commissions as per the Consumer Protection Act, 2019.
Data provided by the department indicated that the top five sectors accounted for over 85% of the total refunds disbursed. Besides e-commerce and travel and tourism, agency services received refunds of ₹1.35 crore, electronic goods saw refunds of ₹1.17 crore, and airlines accounted for ₹95.56 lakh.
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