The National Consumer Helpline (NCH) has successfully facilitated a refund of ₹1 crore in enrolment fees for students and aspirants of various competitive exams, including UPSC Civil Services and IIT entrance, as announced by the government on Sunday. These refunds were processed at a pre-litigation stage after the Consumer Affairs Ministry intervened in response to widespread grievances against coaching centres.
Consumer Affairs Secretary Nidhi Khare emphasized that this action underscores the commitment to ensuring coaching institutions practice fairness and respect consumer rights. Following numerous complaints about unfair practices, particularly refusals to refund enrolment fees, the NCH launched a mission-mode initiative to address these issues.
In 2023-2024, the NCH received 16,276 grievances, a significant increase from 5,351 in 2022-2023 and 4,815 in 2021-2022. In just 2024, 6,980 students have sought prompt resolution of their complaints at the pre-litigation stage.
Complaints ranged from unfulfilled promises and poor teaching quality to sudden course cancellations. Notable success stories include a student from Bengaluru who received a refund of ₹3.5 lakh and another from Gujarat who was granted ₹8.36 lakh after NCH intervention.
Students can register complaints via the toll-free number 1915 or through the website www.consumerhelpline.gov.in. Additionally, the Consumer Protection regulator CCPA has acted against misleading advertisements and unfair practices in the coaching sector, imposing penalties on several institutions. The ministry has urged coaching centres to adopt a more student-centric approach, ensuring transparency in course offerings and quality standards. This initiative aligns with NITI Aayog’s recommendations for enhancing dispute resolution processes, strengthening the pre-litigation platform for efficient grievance redressal across sectors.
