E-commerce tops consumer complaints in July with 3,594 cases; Rs 1.34 crore refunded

New Delhi: The e-commerce sector registered the highest number of consumer grievances in July, with 3,594 complaints leading to refunds of Rs 1.34 crore.

The travel and tourism sector followed, accounting for refunds worth Rs 31 lakh, the Ministry of Consumer Affairs said on Friday.

Rs 2.72 crore refunds facilitated

In total, the National Consumer Helpline (NCH) enabled refunds worth Rs 2.72 crore last month by addressing 7,256 grievances across 27 sectors. The helpline continues to play a key role in safeguarding consumer rights and ensuring fair trade practices.

Strong growth in complaint handling

The Ministry said NCH’s technological upgradation has significantly enhanced its capacity.

Call volumes rose more than tenfold, from 12,553 in December 2015 to 1,55,138 in December 2024. Monthly complaint registrations also increased, from 37,062 in 2017 to 1,11,951 in 2024.

Surge in digital grievances

Consumers are increasingly adopting digital channels for redressal.

Complaints filed via WhatsApp rose sharply from 3 per cent in March 2023 to 20 per cent in March 2025, underscoring the shift towards digital-first grievance registration.

Convergence partnerships strengthened

NCH has evolved into a unified platform connecting consumers, regulators, and companies.

The number of convergence partners has grown from 263 in 2017 to 1,131 in 2025. Companies with a high volume of complaints are encouraged to join the programme, ensuring faster and cooperative redressal.

Real-time complaint data for companies

Once onboarded, convergence partners gain access to real-time complaint data. This collaborative approach enables businesses to resolve issues transparently, fairly and quickly.