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Consumer Complaint

A consumer complaint is your formal route to a refund, replacement or compensation for defective goods, deficient services or unfair...

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Key takeaways

A consumer complaint is a formal grievance over defective goods, deficient services, unfair trade practices, misleading advertisements or overcharging, raised under the Consumer Protection Act, 2019.
You can escalate in stages: a written grievance to the seller, the National Consumer Helpline (1915) / INGRAM portal, and finally a formal complaint before a Consumer Commission.
Jurisdiction follows the claim value: District Commission up to ₹50 lakh, State Commission from ₹50 lakh to ₹2 crore, and National Commission above ₹2 crore.
A complaint must usually be filed within two years of the date the cause of action arose.
Complaints can be filed online through the e-Daakhil portal, with virtual hearings available.
Relief includes refund, replacement, removal of defects, compensation for loss and harassment, and an order to stop the unfair practice.

Overview

What is a consumer complaint?

A consumer complaint is a formal allegation that the goods you bought or the services you paid for fell short of what was promised, causing you loss, harassment or financial damage. It is the document and the process through which you assert your rights under the Consumer Protection Act, 2019 and seek a remedy.

A complaint can be as simple as a written grievance to the seller, or as formal as a petition filed before a Consumer Disputes Redressal Commission. The goal is the same: to hold the trader, manufacturer or service provider accountable and to recover a refund, replacement or compensation without the cost and delay of a regular civil suit.

What you can complain about

Defective or substandard products under warranty
Deficient services such as delayed possession or denied insurance claims
Unfair or restrictive trade practices and hidden charges
Misleading advertisements and false product claims
Overcharging above the marked retail price
Unsafe or hazardous goods that cause injury or damage

Who can complain

Are you a consumer in law?

Only a person who qualifies as a “consumer” under the Consumer Protection Act, 2019 can file a complaint. The Act protects buyers for personal use, not those buying for resale or commercial profit.

You can complain if	Example
You bought goods for personal use	A laptop or refrigerator for your home
You paid for a service	A holiday package, repair work or a subscription
You are a beneficiary	You use a product purchased by a family member
You bought online	A purchase via an e-commerce website or app

Who may file	Details
The consumer	The individual who suffered the loss or damage
A legal heir or representative	Where the consumer has died
A recognised consumer association	On behalf of one or more consumers
Central or State authority	Including the Central Consumer Protection Authority

Routes

Channels to raise your complaint

Seller grievance

Start with a written complaint or email to the seller or service provider’s grievance cell, keeping proof of the request and any response.

National Consumer Helpline

Lodge a grievance on the NCH (1915) and the INGRAM portal for an early, mediated resolution before formal litigation.

Legal notice

A formal legal notice puts the opposite party on record and often prompts a settlement before a complaint is filed.

e-Daakhil filing

File a formal complaint online before the appropriate Consumer Commission, with documents uploaded and hearings held virtually.

Consumer Commission

File a physical complaint at the District, State or National Commission depending on the value of your claim.

Central Authority (CCPA)

Report misleading advertisements and unfair practices that affect consumers at large to the Central Consumer Protection Authority.

Jurisdiction

Where to file your complaint

The forum depends on the total value of the goods or services and the compensation you claim. Filing before the wrong Commission can lead to dismissal or transfer, so the claim must be valued correctly at the outset.

Forum	Pecuniary jurisdiction
District Commission	Up to ₹50 lakh
State Commission	₹50 lakh to ₹2 crore
National Commission	Above ₹2 crore

Appeal from	Goes to
District Commission	State Commission, within 45 days
State Commission	National Commission, within 30 days
National Commission	Supreme Court of India

How it works

Filing a consumer complaint, step by step

We manage each stage, from valuing the claim and drafting the complaint to filing and the final order. Complaints can be filed in person or online through the e-Daakhil portal.

Preparing and filing

Assess the grievance
We confirm you qualify as a consumer, identify the cause of action and value the claim to fix the correct forum.
Send notice
Where useful, a legal notice is issued to the opposite party giving them a chance to resolve the matter.
Draft the complaint
We prepare the complaint with the facts, the relief sought, an affidavit and the supporting documents.
Pay fee and file
The prescribed court fee is paid and the complaint is filed at the right Commission or via e-Daakhil.

Hearings and order

Admission and notice
The Commission admits the complaint and issues notice to the opposite party to file its reply.
Evidence and arguments
Both sides submit affidavits, documents and arguments; mediation may be attempted where suitable.
Final order
The Commission passes its order for refund, replacement, repair or compensation.
Execution
If the order is not obeyed, an execution application is filed to enforce compliance.

Paperwork

Documents required

Invoice, bill or receipt proving the purchase
Warranty or guarantee card, where applicable
The complaint and a supporting affidavit
Copy of any legal notice sent and the reply received
Emails, chats, photographs or service reports as evidence
Proof of payment of the prescribed court fee
Identity and address proof of the complainant
Details and address of the opposite party

Fee & time limit

Court fee & limitation

The court fee is modest and scales with the value of the claim; small claims attract a nominal fee.
A complaint should be filed within two years of the date the cause of action arose.
Delay may be condoned with a reasonable explanation, supported by a separate application.
Continuing or recurring deficiencies can give rise to a fresh cause of action.

Related matters? See our Consumer Court, Legal Notice and RERA Complaint services.

What to include

Anatomy of a strong complaint

A well drafted complaint decides the outcome as much as the facts. These are the elements that make a complaint clear, complete and hard to dismiss.

Full names and addresses of the complainant and the opposite party
A clear, dated account of the facts and the cause of action
The specific defect, deficiency or unfair practice complained of
The precise relief sought, such as refund, replacement or compensation
The value of the claim, used to fix the correct forum
A list of documents and evidence relied upon, with an affidavit

Remedies

What a complaint can win you

If the complaint succeeds, the Commission can grant a range of remedies. The relief is tailored to the loss suffered, and can include compensation for both financial loss and the harassment caused.

Refund of the price paid, often with interest
Replacement of the defective goods with a sound product
Removal of the defect or deficiency at the seller’s cost
Compensation for loss, injury or damage suffered
Compensation for mental agony and harassment
An order to discontinue the unfair or restrictive practice
Recovery of litigation costs and, in serious cases, punitive damages

Why Diligence Certifications

A partner who pursues it end to end

Honest assessment of whether your grievance is worth pursuing and where to file
Sharp, well evidenced drafting that anticipates the opposite party’s defence
Correct valuation and forum selection to avoid dismissal or transfer
Online filing through e-Daakhil with documents and affidavits in order
Representation at hearings, including virtual appearances
Follow through to execution so a favourable order is actually enforced

Been let down by a product or service?

From the first grievance to enforcing the final order, our legal team will draft, file and pursue your consumer complaint at the right forum.

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FAQ

Frequently asked questions

What is a consumer complaint?

A consumer complaint is a formal grievance against a seller, manufacturer or service provider over defective goods, deficient services or unfair trade practices, filed under the Consumer Protection Act, 2019 to seek a refund, replacement or compensation.

Where do I file a consumer complaint?

Filing depends on the value of the claim: the District Commission for claims up to ₹50 lakh, the State Commission from ₹50 lakh to ₹2 crore, and the National Commission for claims above ₹2 crore. Complaints can be filed in person or online via e-Daakhil.

Can I file a consumer complaint online?

Yes. The e-Daakhil portal allows you to file your complaint, upload documents and attend virtual hearings. You can also raise an early grievance on the National Consumer Helpline (1915) and the INGRAM portal.

What is the time limit to file a complaint?

A complaint should be filed within two years from the date the cause of action arose. A delay may be condoned if you give a reasonable explanation through a separate application.

Do I need a lawyer to file a consumer complaint?

Legal representation is not mandatory, but professional drafting, correct valuation and proper evidence greatly improve your chances. We can handle the matter for you from notice to final order.

What can I recover through a consumer complaint?

You may recover a refund, a replacement, repair of the defect, compensation for loss and harassment, and litigation costs. The Commission can also order the seller to stop an unfair practice.

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