Consumer Complaints Surge in 2025: Insights from National Consumer Helpline

Overview of Consumer Complaints

New Delhi, June 14: The National Consumer Helpline has reported a significant increase in complaints, totaling 5.41 lakh in 2025, according to Nidhi Khare, Secretary of the Department of Consumer Affairs.

During a regional workshop focused on consumer protection held in Chennai, Khare noted that 23% of these complaints originated from southern states, indicating robust engagement with the consumer portal.

Out of the 28.54 lakh cases registered nationwide, only 5.62 lakh remain unresolved, with southern states contributing to just 13.34% of pending cases.

Khare praised the performance of southern states, highlighting that both Karnataka and Kerala Commissions resolved more cases than were filed, with several District Commissions achieving over 100% disposal rates for three consecutive years.

Additionally, over 11,900 cases were addressed through Virtual Courts, she added.

The workshop, organized by the Department of Consumer Affairs, aimed to reinforce the commitment to enhancing consumer grievance redressal systems and improving institutional efficiency.

Khare stressed the need for adaptive legal and digital frameworks in the digital era, emphasizing the importance of initiatives such as the Right to Repair Portal, e-Jagriti, and the enhancement of the National Consumer Helpline.

She also pointed out the regulatory measures taken by the Central Consumer Protection Authority (CCPA) to combat deceptive practices, including dark patterns, fake reviews, and misleading advertisements.

Khare urged for ongoing innovation, collaboration, and inclusive access to high-quality grievance redressal, particularly through mediation and virtual hearings.

Justice Amreshwar Pratap Sahi, President of the National Consumer Disputes Redressal Commission (NCDRC), discussed the expanding scope of the Consumer Protection Act and the trend of shifting litigation from traditional courts to consumer commissions.

He provided essential guidance to District Consumer Commissions, encouraging them to adopt a more technology-friendly approach to improve efficiency and accessibility in resolving consumer disputes.

"Developing digital infrastructure and utilizing technology is crucial to adapt to a rapidly evolving environment," Sahi stated. He also called for proactive collaboration with administrative bodies to ensure effective enforcement of Commission orders and timely coordination in cases needing expert insights.

The workshop included various sessions aimed at enhancing consumer grievance redressal across critical sectors, addressing digital innovations through e-Jagriti, and mechanisms for real estate, insurance grievances, and medical negligence, with active involvement from judicial leaders, state officials, and legal experts.