Online shopping complaints surge; Gujarat sees steady rise

With online shopping becoming increasingly common, consumer grievances have also risen sharply. Over the past three years, more than 1.75 lakh complaints related to defective products, fraudulent practices by service providers and delivery delays have been registered with the National Consumer Helpline.

To ensure quicker justice for consumers, the central government operates the helpline, where complaint volumes have grown significantly. In October 2019, the average number of calls stood at 70,159. By October 2025, this number had surged to 1,42,605.

A notable rise has also been seen in complaints lodged via WhatsApp. While only 11 percent of complaints were submitted through WhatsApp in October 2023, this figure has jumped to 30 percent within a year.

In Gujarat, the number of registered complaints has steadily increased—from 46,915 in 2022 to 60,189 in 2023, and further to 67,306 in 2024.

While authorities claim all complaints have been resolved, staffing shortages remain a concern. According to government data, three out of eight sanctioned member posts in the Gujarat Consumer Commission are vacant.

At the district level, 24 out of 38 president posts and 46 out of 76 member posts remain unfilled.