Between April 25, 2025 and January 31, 2026, the helpline resolved 79,521 refund-related grievances at the pre-litigation stage, avoiding escalation to consumer courts, according to a release issued by the department of consumer affairs.
E-commerce dominates complaint volumes
The e-commerce sector recorded 47,743 complaints, resulting in refunds of about ₹36.8 crore, accounting for roughly 71% of the total value facilitated during the period.
The data underscores mounting pressure on digital marketplaces as online retail penetration deepens beyond large cities. Common disputes included delayed deliveries, cancelled orders without refunds and defective goods.
India’s consumer internet ecosystem has expanded rapidly over the past five years, driven by rising smartphone usage and digital payments adoption. The complaint surge suggests backend customer-service systems are struggling to keep pace with transaction growth.
Travel and services follow
The travel and tourism sector ranked second, with 5,149 grievances and refunds exceeding ₹4.16 crore. Industry executives say cancellation disputes and refund delays remain a flashpoint, particularly in a market shaped by dynamic pricing and non-refundable fare categories.
Agency services — intermediaries facilitating bookings or other services — logged 1,103 complaints, leading to refunds of about ₹1.54 crore.
In consumer durables, electronic products generated 788 grievances worth roughly ₹1.45 crore in refunds, while general insurance saw 293 complaints resulting in refunds of over ₹1.18 crore, reflecting higher ticket sizes per case.
Together, the top five sectors accounted for more than 85% of the total refund value facilitated by the helpline.
Top five sectors accounting for majority of refunds
The top five sectors, which together accounted for over 85% of the total refund amount, along with the number of grievances and refund amounts facilitated, are detailed below:
Pre-litigation push
All cases were addressed under the framework of the Consumer Protection Act, 2019 at the pre-litigation stage. The helpline operates by digitally forwarding complaints to companies, assigning resolution timelines and tracking consumer feedback.
The model reduces pressure on Consumer Commissions while offering faster redress for consumers.
Why it matters?
While ₹52 crore represents a fraction of India’s overall consumption spending, the concentration of complaints in e-commerce and travel highlights friction points in fast-growing digital segments.
The data also signals rising consumer awareness and willingness to formally escalate disputes. The helpline, accessible via toll-free number 1915, web portal, messaging platforms and mobile applications in 17 languages, has become a central node in India’s consumer protection architecture.
For companies operating in India’s digital economy, refund efficiency and grievance resolution are emerging as operational metrics closely tied to trust — and increasingly, regulatory oversight.
