Ahmedabad: Buying online may be easier than ever, but resolving disputes is becoming increasingly difficult. Nearly one in every four consumer complaints reported in Gujarat either pertains to online shopping or insurance related disputes. According to data by Consumer Education and Research Centre (CERC), e-commerce and insurance together accounted for about 25% of all complaints handled in 2025. Their share increased to 33% in 2026, making them the largest source of consumer grievances.The most common complaints involved non-delivery of products, defective goods, delays in refunds and rejection or delayed settlement of health insurance claims.An Ahmedabad-based environment consultant, Chintan Shah, experienced the problem first-hand after his 7am flight to New Delhi was cancelled at 2am on the day of travel. With no affordable alternative available, he had to cancel an important business meeting.Securing a refund proved to be an even bigger challenge. Having booked the ticket through an online travel platform, he spent nearly three months navigating automated customer support before approaching CERC. “Getting the refund was frustrating as there was no way to speak to a customer representative and my complaint tickets kept expiring. After I approached CERC, the company contacted me within a day and processed the refund,” Shah saidAn Ahmedabad-based graphic designer, Hiren Tank, approached CERC after facing a three-month delay in reimbursement of pre- and post-hospitalisation expenses incurred during his father’s cancer treatment. Tank said his father was diagnosed with cancer last Nov and several diagnostic tests conducted before the diagnosis were covered under the family’s mediclaim policy. “However, despite repeated follow-ups, the insurer did not process the reimbursement for nearly three months. After I approached CERC, the matter moved forward and they finally paid the amount,” he said.
consumer complaints
Electrical appliances continued to generate a sizeable number of complaints. CERC handled 37 complaints related to electrical appliances in 2025, largely involving manufacturing defects and failure to honour warranty commitments. The category remained among the top sources of grievances in 2026 as well, with 20 complaints received in the first six months.“Consumers frequently approach us with complaints about defective electronic products such as mobile phones, laptops, air-conditioners and induction cooktops. In many cases, manufacturers or sellers either delay repairs and replacements or fail to honour warranty commitments, forcing consumers to seek intervention,” said Meghavi Joshi, manager (projects, mediation and counselling), CERC.Vehicle-related complaints, particularly those involving electric and battery-operated two-wheelers, also featured prominently.
CERC complaints
Sunil Parekh, chairman of CERC, said consumers need to be more cautious while making purchases and buying services. “They should carefully read the return, refund and exchange policies. They also need to understand the terms and conditions of insurance products, and check reviews before making a decision. While automated systems and chatbots may offer convenience, companies must also provide access to customer service teams with human intervention, particularly when consumers face complex grievances,” he said.
