The National Consumer Helpline (NCH) in India has played a crucial role in securing refunds for students who have faced unfair practices by coaching centers. According to a government statement, the NCH has helped students recover a total of Rs 1 crore in enrollment fees for competitive exams like the UPSC Civil Services and IIT entrance. These refunds were issued at the pre-litigation stage, following intervention by the Ministry of Consumer Affairs in response to widespread complaints from students nationwide.
Consumer Affairs Secretary Nidhi Khare emphasized the government’s commitment to ensuring that coaching institutions operate with transparency and fairness. “This action reaffirms our commitment to ensure that coaching institutions adhere to fair practices and honour the rights of consumers,” she stated.
The NCH launched a focused initiative to address these grievances after receiving a surge in complaints regarding unfair practices, particularly the refusal of coaching centers to refund enrollment fees. The number of grievances received by the NCH has steadily increased, with 16,276 complaints filed in 2023-2024, up from 5,351 in 2022-2023 and 4,815 in 2021-2022. In 2024 alone, 6,980 students approached the NCH seeking pre-litigation redressal for their grievances.
Common complaints included unfulfilled promises, inadequate teaching quality, and abrupt cancellations of courses. The ministry showcased success stories, including a Bengaluru student who received a Rs 3.5 lakh refund and a Gujarat student who was granted a refund of Rs 8.36 lakh after NCH intervention.
Students can register their grievances by calling the toll-free number 1915 or through the online portal www.consumerhelpline.gov.in. The Consumer Protection regulator CCPA has taken action against misleading advertisements and unfair trade practices in the coaching sector, including imposing penalties on several coaching centers.
The Ministry has urged coaching centers to prioritize student needs, promote transparency in course offerings, and maintain high-quality standards. This initiative aligns with the recommendations of NITI Aayog for enhancing dispute resolution processes and strengthens the pre-litigation platform for swift grievance redressal across various sectors.
