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Consumer & online shopping

How to file a consumer complaint in India

When a product or service lets you down and the business won't fix it, the Consumer Protection Act, 2019 gives you a low-cost way to seek a remedy. Here's how the process works.

Reviewed by AnjaliUpdated 5 min read

In short

  • The Consumer Protection Act, 2019 covers goods and services you paid for (or agreed to pay for) for your own use.
  • Many complaints are first raised with the business, then with the National Consumer Helpline (1915), which tries to resolve them before any formal case.
  • Formal complaints go to a Consumer Commission. Most everyday disputes go to the District Commission, and you can file online through the e-Jagriti portal.
  • There is no filing fee when the value of the goods or services paid for is up to ₹5 lakh.
  • The general time limit is two years from when the problem arose.

Reviewed by

  • Approved ·

    Practises civil and consumer law

    Reviewed this guide for accuracy against the sources listed below.

02What the law says

The Consumer Protection Act, 2019 lets a consumer complain about defective goods, deficient services, unfair trade practices, overcharging and unfair contract terms. Consumer Commissions can order a business to remove a defect, replace the product, refund the price, pay compensation for loss or injury, and pay the costs of the complaint.

There are three levels of Consumer Commission. Which one hears a complaint depends on the value of the goods or services paid for:

  • District Commission: up to ₹50 lakh
  • State Commission: more than ₹50 lakh and up to ₹2 crore
  • National Commission: more than ₹2 crore

A complaint can usually be filed where you live or work, where the business is, or where the problem arose.

03Where you can go

  1. The business itself. A written complaint (email or letter) creates a record. Online platforms must have a grievance officer.
  2. National Consumer Helpline. Call 1915 or register a grievance at consumerhelpline.gov.in (opens in new tab). The helpline works with many companies to resolve complaints without a formal case.
  3. Consumer Commission. If the dispute isn't resolved, a formal complaint can be filed online on e-Jagriti (e-jagriti.gov.in (opens in new tab)), which replaced the older e-Daakhil portal from 1 January 2025. Commissions can also refer cases to mediation if both sides agree.

04How it usually works

  1. 01

    You raise the issue with the business in writing and keep a copy.

  2. 02

    If there's no fix, many people use the National Consumer Helpline or send a formal notice.

  3. 03

    You register on e-Jagriti, prepare the complaint with the facts, dates, documents and relief sought, and file it with the right Commission.

  4. 04

    The Commission decides whether to admit it, then sends notice to the business, which gets time to reply.

  5. 05

    Both sides submit evidence, usually by affidavit, and the Commission hears the case and passes an order.

  6. 06

    Orders can be appealed to the next level. An appeal from a District Commission to the State Commission is generally due within 45 days, and 50% of any amount ordered must be deposited (Section 41).

05Time limits

  • Two years from the date the cause of action arose (Section 69). A Commission can accept a late complaint if there was sufficient cause for the delay, but this isn't guaranteed.

06Documents to gather

  • Bill, invoice or receipt, and proof of payment
  • Warranty, guarantee or terms of service
  • Photos or videos of the problem
  • Emails, chats and complaint numbers from the business or helpline
  • A simple timeline of what happened and when

07Common questions

No. Consumers can file and appear themselves. Some people choose an advocate for complex or high-value cases.

Complaints often name both. Whether each is responsible depends on the facts and the platform's role.

No. Even small claims can be filed.

It varies by Commission and case load. The Act says a complaint should be decided, as far as possible, within three months of the business receiving notice, or five months if lab testing is needed (Section 38(7)). Delays are common.

08Questions to ask an advocate

If you speak to an advocate, these questions can help make the conversation useful.

  • Which Commission and which place is the right one for my complaint?
  • What relief and compensation is realistic to ask for, given my documents?
  • Is my complaint within time, and if not, do I have grounds to explain the delay?
  • Should I name the manufacturer, the seller, the platform, or all of them?

09Sources

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This guide is general legal information for India, not legal advice. Laws and procedures change and can differ by state. For advice on your situation, speak to a qualified advocate.

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