How to File a Consumer Complaint in India (Step-by-Step Guide)

Whether it's a defective phone, a refund the seller won't process, or a service that turned out to be nothing like what was promised — Indian law gives you a clear, low-cost route to relief. Here's how to use it.

The Consumer Protection Act 2019 (which replaced the older 1986 Act) brought in faster procedures, an online filing portal, and tougher rules against misleading advertising and unfair contract terms. For most consumer disputes, you can now file from your phone, often without a lawyer, and at fees as low as ₹200.

This guide explains what counts as a consumer complaint, which forum you should approach, the exact steps to file, and what to expect afterwards.

What counts as a consumer complaint

You can file a consumer complaint if you've suffered from any of these:

• Defective goods — manufacturing defects, products that don't match the description, items that stop working within warranty.
• Deficient service — any service paid for that wasn't delivered properly: insurance claim wrongly rejected, builder delayed possession, hotel didn't honour a booking, telecom or internet bills you didn't authorise.
• Unfair trade practice — misleading advertisements, false claims about products, deceptive packaging.
• Restrictive trade practice — forcing you to buy something else as a condition of buying what you wanted.
• Unfair contract — a contract term so one-sided it's clearly unjust (new under the 2019 Act).
• Hazardous products — anything sold knowing it could cause harm.

Which forum do you file at?

The Consumer Protection Act creates a three-tier system. You file at the level matching the value of your claim (the price of goods or service, plus compensation):

Almost all everyday complaints (defective products, refunds, service failures) go to the District Commission. You can file from where you live — you do not have to travel to where the seller is based.

Step by step — what to do

1. Try to resolve directly Write to the seller or service provider, clearly stating the problem and what you want (refund, replacement, repair, compensation). Most reputable companies have a grievance officer — find them on the company website or via the National Consumer Helpline (1915). This step is not strictly required, but it strengthens your case to show you tried.
2. Send a legal notice If informal communication fails, send a formal legal notice via registered post. State the facts, the relief you want, a deadline (15 to 30 days), and that you will file a consumer complaint if not addressed. You don't need a lawyer to draft this, but a lawyer's letterhead carries more weight.
3. Gather your documents You'll need: the invoice or bill, proof of payment (UPI screenshot, bank statement, card receipt), warranty card if applicable, all written communication, and photos or video evidence of the defect or deficiency. Keep both digital and printed copies.
4. Choose your forum and prepare the complaint Based on the claim value, identify the correct District or State Commission. The complaint should include: your details, the opposite party's details, the facts, the relevant dates, the relief sought, and an affidavit verifying the contents. Templates are available on the e-Daakhil portal and on each Commission's website.
5. File online via e-Daakhil or physically The e-Daakhil portal (edaakhil.nic.in) lets you file from anywhere in India for District, State and National Commissions. Register, fill the online form, upload documents, and pay the fee online. Alternatively, file physically at the Commission's office. Fees are low — typically ₹100 to ₹500 for District Commission, depending on claim value.
6. Attend hearings Once filed, you'll get notice of hearings — usually starting within 30–45 days. The other side files a written reply, then both sides argue. You can appear yourself, send an authorised representative, or hire a lawyer. The 2019 Act requires Commissions to dispose of complaints within five months of admission (where no expert testimony is needed) — though backlogs can extend this.

What you can claim

Section 39 of the 2019 Act lists the kinds of relief a Commission can grant. You can ask for one or more of:

• Refund of the price paid, with interest.
• Replacement of the defective product with a new one.
• Repair at the seller's cost.
• Compensation for loss, injury, or mental harassment (be specific about the amount and why).
• Discontinuation of the unfair practice — e.g. ordering the company to stop a misleading advertisement.
• Punitive damages in cases of gross misconduct.
• Litigation costs — what you spent to file and pursue the complaint.

Time limits

You have two years from the date the cause of action arose to file (Section 69 of the Act). The "cause of action" is normally the date the defect appeared, the refund was refused, or the service failed. The Commission can condone delay only if you show "sufficient cause" — don't rely on this.

Fees, by claim value

These are statutory fees — your actual costs may include legal notice (₹500–2,000 if a lawyer drafts it), printing and postage, and lawyer's fees if you engage one (₹3,000–25,000 depending on city and seniority).

Do you need a lawyer?

Not technically. The Act explicitly allows complainants to appear in person. For simple matters — a refund, a defective electronic product, a flight booking issue — most people can self-file using e-Daakhil. Hire a lawyer when:

• The opposing party is well-funded (a large bank, builder, insurance company) and will fight back hard.
• The claim is large (above ₹10 lakh) or factually complex.
• You're not comfortable with legal language or court procedure.
• The case is at the State or National Commission level.

If the order is in your favour but the other side doesn't comply

If the Commission rules for you and the opposite party still doesn't pay or replace as ordered, the order is executable like a court decree under Section 71. The Commission has the power to attach property, recover the amount, and even impose imprisonment (up to three years) for wilful disobedience under Section 72.

Frequently asked questions