How to file a consumer complaint in India: Consumer Protection Act 2019, step by step
Step-by-step consumer complaint process in India under the Consumer Protection Act 2019: write to the company, call 1915, file on e-Jagriti, which Commission, fees, the 2-year limit, documents, timelines, appeals, common mistakes and FAQs. Educational only.
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Who can complain, and about what
Under the Consumer Protection Act, 2019, a ‘consumer’ (s.2(7)) is someone who buys goods or hires services for a price, including online, for personal use — not for resale or a commercial purpose (self-employment for livelihood is allowed). You can complain about defective goods, deficiency in service (s.2(11)) such as delay, poor repair or refusal of refund, unfair trade practice (s.2(47)) such as misleading ads or hidden charges, overcharging above MRP, and dangerous products. Insurance, banking, telecom, travel, real estate, education services and hospitals are covered as services.
Step 1 — Collect proof
Keep the bill or invoice, order ID, payment proof (UPI / card / bank statement), warranty card, photos or videos of the defect, service job sheets, emails, chats and call records with dates, and screenshots of the advertisement or offer. Write a one-page timeline: what you bought, when, what went wrong, and what the company said.
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Write in Hindi or English · general guidance, not legal advice
Step 2 — Write to the company and keep the reply
Send a clear written complaint to the seller’s grievance officer (e-commerce sites must name one) by email or the app, asking for a specific remedy — replacement, repair, refund or compensation — within a fair time such as 15 days. A legal notice is not compulsory before a consumer complaint, but a written demand helps show you tried. Keep the ticket number.
Step 3 — National Consumer Helpline 1915
Before filing, you can register a grievance with the National Consumer Helpline: call 1915, WhatsApp 8800001915, or use the NCH app / consumerhelpline.gov.in. NCH forwards it to the company through its convergence partners, and many disputes settle at this stage. Note the docket number; it is useful evidence later.
Step 4 — Choose the right Commission
Pecuniary jurisdiction is based on the value of goods or services paid (2021 Rules): District Commission up to ₹50 lakh; State Commission above ₹50 lakh up to ₹2 crore; National Commission above ₹2 crore. Under s.34(2) you can file where the opposite party works or has a branch, where the cause of action arose, or where you live or work.
Step 5 — File the complaint (online on e-Jagriti)
File under s.35 on the e-Jagriti portal (which replaced e-Daakhil) or in person. The complaint has your details, the opposite party’s details, facts in date order, the defect or deficiency, the relief sought (refund, replacement, compensation, costs), an affidavit, and the documents as annexures. You do not need an advocate; you can argue the case yourself or through an authorised representative.
Fees (where known)
Under the consumer commission fee rules, no fee is payable for complaints where the consideration paid is up to ₹5 lakh. Above that, small slab fees apply — for example ₹200 up to ₹10 lakh, ₹400 up to ₹20 lakh and ₹1,000 up to ₹50 lakh at the District Commission, with higher slabs at the State and National Commissions. Check the current fee table on e-Jagriti before paying online.
Timelines and what happens next
Limitation: file within 2 years from the date the cause of action arose (s.69); a delay can be condoned only with sufficient reason in a written application. The Commission decides admission, usually within 21 days. Notice goes to the opposite party, who gets 30 days to reply, extendable by up to 15 days (s.38). The law aims for a decision within 3 months (5 months if lab testing is needed), but real timelines are often longer. The case may be referred to mediation (s.37). Reliefs under s.39 include repair, replacement, refund, compensation and costs.
Appeal and enforcement
Appeal from the District to the State Commission within 45 days, depositing 50% of the amount ordered (s.41). Appeals then go to the National Commission and the Supreme Court. If the company does not comply, file an execution application (s.71); non-compliance can also be punished under s.72 with imprisonment of one month to three years and / or a fine of ₹25,000 to ₹1 lakh.
Common mistakes to avoid
Waiting beyond two years. Buying for business use and then filing as a consumer. Claiming a huge, unexplained compensation (it can push you to a higher Commission and weakens credibility). Not attaching the bill or payment proof. Not keeping copies of emails and chats. Missing hearing dates — the complaint can be dismissed for default. Paying a ‘refund agent’ who calls you after you post a complaint online — that is a common fraud.
Related guides and tools
See the e-Jagriti online filing guide, the legal notice guide, the insurance claim rejected guide, and the Grahak Adhikar and Shikayat Kahan tools on Adhiwakta, linked below this guide.
How Adhiwakta can help
Adhiwakta is a facilitation platform, not a law firm. We do not file cases, appear before any authority, or promise any result. Use Ask Adhiwakta or WhatsApp (+918989888907) to describe your situation for general guidance from an independent advocate, or start with the AI helper to organise your facts and papers. Educational only — not formal legal advice. — Team Adhiwakta
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Frequently asked questions
- Is there a fee to file a consumer complaint?
- No fee is payable where the amount paid for the goods or service is up to ₹5 lakh. Above that, small slab fees apply; check the current table on e-Jagriti.
- What is the time limit for a consumer complaint?
- Two years from the date the cause of action arose (Section 69, Consumer Protection Act 2019). Delay can be condoned only for sufficient reason shown in writing.
- Do I need an advocate for a consumer case?
- No. You can file and argue the complaint yourself or through an authorised representative. Many people take general guidance first to organise facts and documents.
- Which consumer commission should I approach?
- Based on the amount paid: District Commission up to ₹50 lakh, State Commission up to ₹2 crore, National Commission above ₹2 crore. You can file where you live or work.
- Can I file a consumer complaint online?
- Yes, on the e-Jagriti portal of the Department of Consumer Affairs. You can also first register a grievance with the National Consumer Helpline (1915).
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