Official Gazette Notification Text
Official TranscriptGovernment of India Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs LOK SABHA UNSTARRED QUESTION NO. 2788 TO BE ANSWERED ON 05.08.2026 NCH AND INGRAM 2788. SHRI BRIJMOHAN AGRAWAL: Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION be pleased to state: (a) the details of budgetary allocation, funds released and expenditure incurred for the...
Government of India Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs LOK SABHA UNSTARRED QUESTION NO. 2788 TO BE ANSWERED ON 05.08.2026 NCH AND INGRAM
2788. SHRI BRIJMOHAN AGRAWAL:
Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC
DISTRIBUTION be pleased to state:
(a) the details of budgetary allocation, funds released and expenditure incurred for the National Consumer Helpline during each of the last three financial years, year-wise;
(b) the total number of complaints registered with the National Consumer Helpline (NCH) and Integrated Grievance Redressal Mechanism (INGRAM) during the last three Financial Years, State-wise;
(c) the details of the number of complaints resolved and the average time taken for resolution of a complaint registered on the NCH and INGRAM portal;
(d) the details of the type of complaint is most common among the registered consumer complaints;
(e) the total amount of refunds facilitated for consumers through NCH intervention;
(f) the names of companies against which the maximum number of complaints were registered on NCH and INGRAM; and
(g) the details of the steps being taken by the Government to increase awareness about consumer grievance complaints particularly in rural and tribal areas? ANSWER THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI B.L.VERMA)
(a) to (g) : The details of Budget Estimates (BE), Revised Estimates (RE) and Actual Expenditure (AE) of the Integrated Consumer Grievance Redressal System (ICGRS) sub-scheme which is operated through the National Consumer Helpline (NCH) during each of the last three financial years, year-wise, are as under:
(In ₹ Cr.) Financial Year (FY) 2023-24 2024-25 2025-26 BE 6.45 6.25 7.28 RE 6.45 8.74 7.28 AE 6.37 8.49 6.72 The National Consumer Helpline (NCH) administered by the Department of Consumer Affairs has emerged as a single point of access to consumers across the country for their grievance redressal at a pre- litigation stage. Consumers can register their grievances from all over the country in 17 languages including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese and Manipuri through a toll-free number 1915. These grievances can be registered on Integrated Grievance Redressal Mechanism (INGRAM), an omnichannel IT enabled central portal, through various channels- WhatsApp (8800001915), SMS (8800001915), email (nch-ca@gov.in), the NCH app, the web portal (consumerhelpline.gov.in) and the Umang app, as per their convenience.The details of total number of complaints received and disposed of by the National Consumer Helpline
(NCH) during the last three Financial Years, State-wise are given at Annexure-I.
The details of grievances received and grievances disposed of during FY 2023-24 to FY 2025-26
along with the average disposal time are as under:
Financial Year Average disposal time Received Disposed
(FY) (In Days) 2023-24 1235710 1235710 63 2024-25 1315664 1315664 53 2025-26 2048747 2048747 28 The sector-wise details on the total number of complaints received through the National Consumer Helpline (NCH) during the last three Financial Years are given at Annexure-II.
The National Consumer Helpline (NCH) has successfully facilitated refunds amounting to over ₹91 crore to consumers between 25th April 2025 and 30th June 2026 by effectively addressing over 1,47,000 consumer grievances related to refund claims at the pre-litigation stage.
The name-wise details of top ten companies against which the maximum number of complaints were registered on NCH during the last three Financial Years are given at Annexure-III.
The Government is undertaking extensive consumer awareness initiatives under the flagship "Jago Grahak Jago" campaign on pan-India basis to educate consumers about their rights and protect them from fraud, deceptive marketing practices and substandard products. Consumer awareness messages are disseminated through multimedia platforms, including Prasar Bharati, NFDC, CBC, IRCTC, MyGov and official social media handles. The Department also conducts IVRS and SMS campaigns in English, Hindi and nine regional languages, with focused outreach in North-Eastern States and SC/ST-dominated areas, besides providing grant-in-aid to States/UTs for localized awareness programmes. During the last 5 years, an amount of Rs 5.55 cr approx. has been released as grant-in-aid to NER states. The Department has been participating in prominent fairs, festivals and other major public congregations held in different parts of the country wherein large and diverse groups of people gather at a common venue. Further, the Department regularly disseminates information through digital creative, audio-visual content and public awareness campaigns on consumer rights, safe consumer practices, hallmarking, ISI certification, packaged commodities, misleading advertisements and grievance redressal mechanisms. Grassroots awareness is being strengthened through weekly capacity-building sessions with Panchayati Raj Institutions across all States/UTs including the North- eastern states, while participation in public events, cinema campaigns, AIR broadcasts and collaboration with MyGov has further expanded outreach, enabling consumers to make informed choices and seek timely redressal of grievances.
*****ANNEXURE-I ANNEXURE REFERRED TO IN REPLY TO PART (a) to (g) OF LOK SABHA UNSTARRED QUESTION NO.2788 FOR ANSWER ON 05.08.2026 REGARDING NCH AND INGRAM.
Details of total number of complaints received and disposed of by the National Consumer Helpline (NCH) during the last three Financial Years, State-wise.
S. 2023-24 2024-25 2025-26 State/UT No. Received Disposed Received Disposed Received Disposed Andaman and
1. 936 936 894 894 905 905 Nicobar Islands
2. Andhra Pradesh 41113 41113 42010 42010 56133 56133 Arunachal
3. 3734 3734 15400 15400 10607 10607 Pradesh
4. Assam 13808 13808 15834 15834 21287 21287 5 Bihar 70069 70069 71783 71783 105865 105865
6. Chandigarh 3700 3700 3891 3891 5740 5740
7. Chhattisgarh 13734 13734 14271 14271 20231 20231 Dadra and Nagar
8. Haveli and 682 682 678 678 999 999 Daman And Diu
9. Delhi 96709 96709 105940 105940 169851 169851
10. Goa 3161 3161 3356 3356 5187 5187
11. Gujarat 63997 63997 65787 65787 103206 103206
12. Haryana 54056 54056 57167 57167 95581 95581 Himachal
13. 6658 6658 6842 6842 11062 11062 Pradesh Jammu and
14. 8443 8443 9074 9074 15031 15031 Kashmir
15. Jharkhand 21061 21061 21007 21007 31003 31003
16. Karnataka 76867 76867 89862 89862 149812 149812
17. Kerala 33635 33635 39712 39712 63328 63328
18. Ladakh 145 145 222 222 270 270
19. Lakshadweep 266 266 151 151 250 250
20. Madhya Pradesh 65396 65396 66247 66247 97032 97032
21. Maharashtra 134133 134133 145176 145176 233954 233954
22. Manipur 368 368 472 472 795 795
23. Meghalaya 711 711 723 723 1164 1164
24. Mizoram 130 130 174 174 330 330
25. Nagaland 322 322 350 350 648 648
26. Odisha 27220 27220 27774 27774 40093 40093
27. Puducherry 962 962 1181 1181 2223 2223
28. Punjab 24984 24984 25721 25721 50187 50187
29. Rajasthan 81532 81532 77190 77190 111389 111389
30. Sikkim 531 531 576 576 991 991
31. Tamil Nadu 49939 49939 53965 53965 106816 106816
32. Telangana 53432 53432 58231 58231 89334 89334
33. Tripura 2233 2233 2476 2476 3105 3105
34. Uttar Pradesh 186576 186576 183716 183716 311663 311663
35. Uttarakhand 14611 14611 14487 14487 23719 23719
36. West Bengal 79856 79856 93324 93324 108956 108956 *****ANNEXURE-II ANNEXURE REFERRED TO IN REPLY TO PART (a) to (g) OF LOK SABHA UNSTARRED QUESTION NO.2788 FOR ANSWER ON 05.08.2026 REGARDING NCH AND INGRAM.
Sector-wise details on the total number of complaints received through the National Consumer Helpline (NCH) during the last three Financial Years
Sector Wise: 2023-24 S.No Sector Received 1 E- Commerce 445960 2 Banking 70576 3 Electronics Products 68134 4 Telecom 63017 5 Consumer Durables 53342 6 Automobiles 35446 7 Digital Payment Modes 32536 8 Retail Outlets 32165 9 Broadband & Internet 29211 10 Agency Services 26873 11 Others 378450
Sector Wise: 2024-25 S.No Sector Received 1 E- Commerce 423936 2 Consumer Durables 79081 3 Electronics Products 72445 4 Banking 68326 5 Telecom 68134 6 Food 54938 7 Automobiles 45155 8 Broadband & Internet 43678 9 Agency Services 42190 10 Retail Outlets 36354 11 Others 381427
Sector Wise: 2025-26 S.No Sector Received 1 E- Commerce 577748 2 Food 104218 3 Consumer Durables 93733 4 Electronics Products 89787 5 Telecom 84429 6 NBFCs 71226 7 Automobiles 70816 8 Agency Services 69477 9 Banking 64320 10 Travel & Tourism 62698 11 Others 760295 Note- NCH has put in place a mechanism to address all the grievances received on the helpline portal. All these grievances during 2023-24 to 2025-26 have been disposed.
*****ANNEXURE-III ANNEXURE REFERRED TO IN REPLY TO PART (a) to (g) OF LOK SABHA UNSTARRED QUESTION NO.2788 FOR ANSWER ON 05.08.2026 REGARDING NCH AND INGRAM.
Name-wise details of top ten companies against which the maximum number of complaints were registered on NCH during the last three Financial Years.
Top ten companies against which the maximum number of complaints were registered on NCH during 2023-24 S.No Company Name Received 1 Flipkart.com 149498 2 Amazon.in 54047 3 Jio (All Reliance Brand) 33013 4 AIRTEL 27721 5 Meesho.com 20593 6 Myntra 20102 7 Flipkart Internet Private Limited 11361 8 State Bank of India 9990 9 Paytm.com 9777 10 Swiggy 9776 Top ten companies against which the maximum number of complaints were registered on NCH during 2024-25 S.No Company Name Received 1 Flipkart.com 127214 2 Amazon.in 78792 3 Jio (All Reliance Brand) 46411 4 AIRTEL 39061 5 Myntra 24527 6 Netmeds.com 22473 7 Meesho.com 21013 8 Ola Cabs 17053 9 Swiggy 16970 10 Samsung 14703 Top ten companies against which the maximum number of complaints were registered on NCH during 2025-26 S.No Company Name Received 1 Flipkart.com 144929 2 Amazon.in 96912 3 Jio (All Reliance Brand) 59386 4 AIRTEL 44689 5 Swiggy 36349 6 Netmeds.com 32104 7 Meesho.com 31151 8 Myntra 30083 9 Ola Cabs 26531 10 Zomato 18266 Note- NCH has put in place a mechanism to address all the grievances received on the helpline portal. All these grievances during 2023-24 to 2025-26 have been disposed.
*****