Who can complain, and about what
Under the Consumer Protection Act, 2019, you are a "consumer" if you bought goods or hired a service for a price and not for resale or a commercial purpose. Online purchases are expressly covered. You can complain about:
- Defective goods, such as a phone that stops working or a car with a manufacturing fault
- Deficiency in service, such as a delayed flat, a rejected insurance claim, poor hospital care or bank errors
- Unfair trade practices and misleading advertisements
- Overcharging, meaning a price above the MRP or above what was agreed
- Goods or services that are hazardous to life
Try these first
- Write to the seller or company. Keep it short and factual, attach the invoice, and state what you want (refund, replacement or compensation) and a deadline. Use email so you have a record.
- National Consumer Helpline (NCH). Call 1915 or use the NCH app or website. NCH forwards your grievance to the company and many disputes are settled here, free and without filing a case.
- Send a legal notice (optional). It isn't required by law, but it often prompts a settlement and shows the commission you tried to resolve things.
Which commission to approach
This depends on the value of the goods or services you paid for, not the compensation you claim.
| Value paid | Where to file |
|---|---|
| Up to ₹50 lakh | District Consumer Disputes Redressal Commission |
| Above ₹50 lakh up to ₹2 crore | State Commission |
| Above ₹2 crore | National Commission (NCDRC), New Delhi |
You can file at the District Commission where you live or work, where the company does business, or where the problem arose. You don't have to go to the company's city.
Fees
There is no fee for claims up to ₹5 lakh. Above that, a modest fee applies on a slab basis and rises with the value. The commission's website or e-filing portal shows the current fee for your claim.
Time limit
File within 2 years from the date the cause of action arose (Section 69). The commission can condone a delay if you show sufficient cause, but don't rely on that.
How to file, step by step
- Gather documents: invoice or receipt, warranty card, photos, emails or chats with the company, your complaint and their reply (or proof they didn't reply), and your NCH docket number if you have one.
- Go to the e-filing portal of the Department of Consumer Affairs (e-Jagriti, which replaced e-Daakhil) and register with your mobile number and email.
- Draft the complaint: your details, the opposite party's details, the facts in date order, how the goods or service were defective, and the relief you want (refund, replacement, compensation for harassment, and litigation costs).
- Upload documents, sign the affidavit and pay the fee (if any) online.
- Track your case. The commission decides whether to admit the complaint, after which the company is given time to reply. Hearings can be attended in person or, in many commissions, by video.
You don't need a lawyer. Consumer commissions are designed so ordinary people can argue their own cases. For high-value or complex disputes, a lawyer can still help.
Frequently asked questions
Can I file a consumer complaint online?
Yes. Complaints can be filed online through the Department of Consumer Affairs' e-filing portal, including paying any fee and uploading documents.
What is the time limit to file a consumer complaint?
Two years from the date the cause of action arose, under Section 69 of the Consumer Protection Act, 2019. Delay can be condoned only for sufficient cause.
Is there a fee to file a consumer complaint?
No fee is payable where the value of goods or services paid for is up to ₹5 lakh. Above that, fees are charged on a slab basis.
Do I need a lawyer for a consumer case?
No. You can file and argue your own complaint before a consumer commission.
Can I complain about an online shopping website?
Yes. E-commerce purchases are covered by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. You can name both the seller and the platform as opposite parties.