To file a consumer complaint in India, submit a written complaint to the appropriate Consumer Disputes Redressal Commission — either online through the e-Jagriti portal at e-jagriti.gov.in or in person at the Commission in your district. The process is entirely free for claims up to Rs 5 lakh, with nominal fees for higher amounts, and disposal typically takes 3 to 6 months. You will need proof of purchase, evidence of the deficiency or defect, and identity documents.
Who can file a consumer complaint
- Any person who has bought goods or hired or availed services for personal use and paid consideration (Section 2(7), Consumer Protection Act, 2019)
- A legal heir or representative of a deceased consumer
- A parent or lawful guardian filing on behalf of a minor consumer
- A registered voluntary consumer association
- The Central Government or any State Government
- One or more consumers sharing the same interest, where the complaint is filed on behalf of or for the benefit of all such consumers (class complaint under Section 35(1)(c))
- Any person who buys goods or services through e-commerce platforms, including online marketplaces and direct-to-consumer websites
You cannot file if: The goods were purchased for commercial resale, or the transaction was purely a business-to-business arrangement. In such cases, the appropriate remedy is a civil suit.
Documents you will need
Mandatory documents
- Written complaint — A clear narrative describing the deficiency in service, defect in goods, or unfair trade practice. No prescribed format is required, but include specific dates, amounts, and the relief sought.
- Proof of purchase — Invoice, bill, receipt, bank statement, or UPI transaction screenshot showing the payment made (original and one photocopy)
- Identity proof — Aadhaar card, PAN card, voter ID, or passport of the complainant (photocopy)
- Address proof — Aadhaar card, utility bill (not older than 3 months), or bank passbook first page (photocopy)
- Correspondence with the opposite party — Copies of emails, letters, SMS messages, or WhatsApp chats showing your attempt to resolve the issue directly with the seller or service provider
- Evidence of loss or damage — Photographs of defective goods, repair bills, medical reports (if health was affected), or expert inspection reports
Additional documents (if applicable)
- Warranty or guarantee card — If claiming defect within the warranty period
- Affidavit — Required for e-filing on the e-Jagriti portal. Can be executed on Rs 10 non-judicial stamp paper and notarised.
- Power of Attorney — If someone else is filing on your behalf. Must be notarised; stamp duty varies by state.
Step-by-step process
Step 1: Identify the correct forum — Determine pecuniary jurisdiction
Determine the value of goods or services paid as consideration (not the compensation you are claiming). This determines which Commission has jurisdiction over your complaint.
- District Commission: Value of goods or services up to Rs 1 crore (Section 34(1))
- State Commission: Value exceeding Rs 1 crore but not exceeding Rs 10 crore (Section 47(1)(a)(i))
- National Commission: Value exceeding Rs 10 crore (Section 58(1)(a)(i))
You may file at the Commission where the opposite party resides or carries on business, or where the cause of action arose.
Where: Check the list of District Consumer Disputes Redressal Commissions on the e-Jagriti portal at https://e-jagriti.gov.in
Tip: If you bought a product online from a seller in another city, you can still file at the Commission where you reside — the cause of action (delivery and use of defective goods) arose at your location.
Step 2: Collect and organise your evidence
Gather all documents listed above. Arrange them chronologically — purchase proof first, then correspondence showing your attempts to resolve the matter, followed by evidence of loss.
Where: At home or with the help of an advocate Form: No prescribed form; organise as numbered annexures
Tip: Photograph the defective product from multiple angles with a date-stamped camera. Screenshot any online transaction details before the platform removes them from your order history.
Step 3: Draft the consumer complaint
Write the complaint including: (a) name, address, and contact details of the complainant; (b) name, address, and details of the opposite party; (c) facts of the case in chronological order; (d) the specific deficiency, defect, or unfair trade practice; (e) the relief sought — whether refund, replacement, compensation, or a combination; and (f) the total value of goods or services.
Where: Prepare at home or engage an advocate. Advocates are not mandatory — you can argue your own case. Form: No statutory format prescribed. Draft in simple, clear language.
Tip: Be specific about the relief sought. Instead of saying "adequate compensation," state the exact amount and the basis for your calculation. Include separate heads — refund of product price, cost of repair, mental agony, litigation cost.
Step 4: File the complaint — Online through e-Jagriti or in person
Option A — Online filing (recommended): Register on https://e-jagriti.gov.in, create a new complaint, fill in all details, upload scanned documents, upload the signed affidavit, and pay the fee online.
Option B — Physical filing: Print the complaint on plain paper with 3 copies (original for the Commission, one for each opposite party, one for your record). Attach all supporting documents as annexures. Submit at the filing counter of the appropriate Commission.
Where: e-Jagriti portal (https://e-jagriti.gov.in) or the physical office of the Consumer Commission Fee: Nil up to Rs 5 lakh; Rs 200 for Rs 5-10 lakh; Rs 400 for Rs 10-20 lakh; Rs 1,000 for Rs 20-50 lakh; Rs 2,000 for Rs 50 lakh to Rs 1 crore Form: Online form on e-Jagriti or printed complaint on plain paper
Tip: Online filing through e-Jagriti is significantly faster. The platform auto-generates the complaint number and sends SMS and email confirmations. You can also track your case status online.
Step 5: Pay the prescribed court fee
Pay the filing fee based on the value of goods or services. For online filing, pay through the e-Jagriti payment gateway (UPI, net banking, or debit card). For physical filing, pay via demand draft drawn in favour of the President of the District Commission or the Registrar of the State/National Commission, payable at the place where the Commission is located.
Where: e-Jagriti portal or at the Commission's filing counter Fee: See fee table below
Tip: Keep the payment receipt safe. If your complaint is dismissed on merits (not due to lack of jurisdiction), the fee is not refundable.
Step 6: Serve notice on the opposite party
Once the Commission admits your complaint, it issues a notice to the opposite party directing them to respond within 30 days (extendable by 15 days). In online-filed cases, the Commission may serve notice electronically.
Where: The Commission handles service of notice Form: The Commission issues the notice in the prescribed format
Tip: If you know the email address and registered office of the opposite party, provide it in the complaint — this speeds up service of notice. For large companies, provide the registered office address from the Ministry of Corporate Affairs portal at mca.gov.in.
Step 7: Attend hearings and present your case
Appear on the date fixed for hearing (in person or through an advocate). Present your evidence, examine witnesses if any, and make your arguments. The opposite party will also present their defence. The Commission will pass an order after hearing both sides.
Where: The Consumer Commission hearing hall or through video conferencing (available on e-Jagriti) Form: No prescribed format for arguments — present orally or in writing
Tip: Consumer Commissions follow a summary trial procedure — no lengthy cross-examinations or adjournments like civil courts. Prepare a brief written argument (2-3 pages) summarising your case, the law, and the relief sought. This helps the Commission.
Fees and costs
| Item | Amount | Payment Method |
|---|---|---|
| Filing fee (claim up to Rs 5 lakh) | Nil | Not applicable |
| Filing fee (Rs 5-10 lakh) | Rs 200 | DD / e-payment on e-Jagriti |
| Filing fee (Rs 10-20 lakh) | Rs 400 | DD / e-payment on e-Jagriti |
| Filing fee (Rs 20-50 lakh) | Rs 1,000 | DD / e-payment on e-Jagriti |
| Filing fee (Rs 50 lakh - 1 crore) | Rs 2,000 | DD / e-payment on e-Jagriti |
| Notarisation of affidavit | Rs 50-200 | At notary office |
| Advocate fee (optional) | Rs 2,000-15,000 | Direct to advocate |
| Photocopying and miscellaneous | Rs 100-300 | Cash |
| Total estimated cost (claim up to Rs 5 lakh) | Rs 150-500 | |
| Total estimated cost (claim Rs 5-50 lakh) | Rs 500-16,000 |
How long does it take
| Stage | Statutory Timeline | Realistic Timeline |
|---|---|---|
| Filing and admission | Same day (online) | 1-7 days |
| Notice to opposite party | Within 21 days of admission | 15-30 days |
| Opposite party's response | 30 days from notice (extendable by 15 days) | 30-45 days |
| Hearings and evidence | No fixed timeline | 2-4 hearings over 2-4 months |
| Final order | 3 months from admission (Section 38) for cases without testing; 5 months if testing required | 3-9 months |
| Total (typical case) | 3-5 months | 4-9 months |
The Consumer Protection Act, 2019 mandates that complaints be disposed of within 3 months from the date of receipt of notice by the opposite party where the complaint does not require analysis or testing, and within 5 months where analysis or testing is required (Section 38).
Can you do this online?
Yes. Since January 2025, all consumer complaint e-filing is handled through the e-Jagriti portal at https://e-jagriti.gov.in, which replaced the earlier e-Daakhil platform.
Step-by-step online process:
- Visit https://e-jagriti.gov.in and click "Sign Up" to create an account using your mobile number and email
- Log in and select "File New Complaint"
- Select the type of Commission (District / State / National) and your state and district
- Fill in the complainant details — name, address, phone, email
- Fill in the opposite party details — company name, registered address, contact details
- Enter the complaint description — facts, the defect or deficiency, relief sought, and the value of goods or services
- Upload supporting documents — invoice, correspondence, photographs, affidavit (all in PDF format, each file under 5 MB)
- Pay the filing fee through the payment gateway (UPI, net banking, debit card, or credit card)
- Submit the complaint — you will receive a complaint number via SMS and email
- Track the status of your complaint through the dashboard on e-Jagriti
Tip: The e-Jagriti portal also supports video conferencing for hearings. When your hearing date approaches, check the portal for the VC link.
What if things go wrong
Problem: The opposite party does not respond to the notice
Solution: If the opposite party fails to respond within the stipulated 30 days (plus any extension of 15 days), the Commission can proceed to decide the complaint ex parte — that is, based solely on the complainant's evidence. This is actually favourable to you. Ensure your evidence is complete so the Commission can pass an order without the opposite party's response.
Problem: Your complaint is rejected at the admission stage
Solution: Ask for written reasons for rejection. If the complaint was rejected on jurisdictional grounds, refile at the correct Commission. If rejected for insufficient documentation, cure the deficiency and refile. There is no limit on refiling as long as the limitation period (2 years from the date the cause of action arose) has not expired. You can also appeal the rejection to the next higher Commission.
Problem: The opposite party files a frivolous defence to delay proceedings
Solution: File an application requesting the Commission to impose costs on the opposite party for vexatious or frivolous defence under Section 40 of the Consumer Protection Act, 2019. The Commission can award costs of up to Rs 10,000 to the complainant.
Problem: You miss the 2-year limitation period
Solution: Section 69(2) allows the Commission to condone delay if you can show sufficient cause. File the complaint along with an application for condonation of delay explaining why you could not file within 2 years — for example, ongoing settlement discussions, medical incapacity, or lack of awareness. The Commission has discretion to condone the delay.
Problem: The opposite party does not comply with the Commission's order
Solution: If the opposite party fails to comply with the Commission's order within the time specified, file an execution petition before the same Commission. Under Section 72, non-compliance with the Commission's order is punishable with imprisonment of not less than 1 month (extendable to 3 years) or a fine of not less than Rs 25,000 (extendable to Rs 1 lakh), or both.
State-specific differences
The Consumer Protection Act, 2019 is a Central legislation, and the procedure is largely uniform across India. However, some practical differences exist:
| Aspect | Variation |
|---|---|
| Number of District Commissions | Varies by state — larger states like Uttar Pradesh and Maharashtra have Commissions in every district; smaller states may have combined benches |
| e-Jagriti adoption | All states are covered on the e-Jagriti portal, but some District Commissions in remote areas may have limited digital infrastructure |
| Language | Complaints can be filed in English or Hindi. Some state Commissions accept complaints in the local language (e.g., Marathi in Maharashtra, Tamil in Tamil Nadu) |
| Stamp paper for affidavit | Varies by state — Rs 10 in most states, Rs 20 in some (check local notary requirements) |
| Advocate culture | In metro cities, most complainants engage advocates. In smaller towns, self-representation (in person) is common and perfectly effective |
Frequently asked questions
Can I file a consumer complaint without a lawyer?
Yes. Consumer Commissions are designed for direct access, and no advocate is mandatory. You can draft and argue your own complaint. The procedure is simpler than civil courts, with no formal rules of evidence. However, for high-value claims (above Rs 10 lakh), engaging an advocate experienced in consumer law is advisable.
What is the difference between a complaint on the National Consumer Helpline and a formal consumer complaint?
The National Consumer Helpline (1915) is a pre-litigation grievance redressal platform — it tries to resolve your complaint informally by forwarding it to the company. A formal consumer complaint at the Consumer Commission is a quasi-judicial proceeding that can result in a legally binding order for refund, compensation, or replacement. If the helpline does not resolve your issue, file a formal complaint.
What compensation can I claim in a consumer complaint?
You can claim: (a) refund of the price paid; (b) replacement of the defective goods; (c) removal of the deficiency in service; (d) compensation for any loss or injury suffered, including mental agony; (e) punitive damages for negligence; and (f) cost of litigation. There is no upper limit on compensation — the Commission awards what it considers just and reasonable.
Can I file a complaint against an e-commerce platform?
Yes. The Consumer Protection (E-Commerce) Rules, 2020 bring all e-commerce entities — both marketplace models and inventory-based models — under the Consumer Protection Act. You can file against the platform, the seller, or both. The complaint can be filed at the Commission where you reside, regardless of where the seller or platform is located.
How do I appeal if the Commission's order is not satisfactory?
An appeal against the order of the District Commission lies to the State Commission (Section 41), and an appeal against the State Commission lies to the National Commission (Section 51). The appeal must be filed within 45 days of the order. A further appeal to the Supreme Court lies against the National Commission's order within 30 days (Section 67).
Is there a limitation period for filing a consumer complaint?
Yes. Under Section 69(1), a consumer complaint must be filed within 2 years from the date on which the cause of action arose. The cause of action typically arises on the date of the defect, deficiency, or unfair trade practice, or on the date you became aware of it. Delay can be condoned if you show sufficient cause.
This guide is part of Veritect's Legal Procedure Guides, a step-by-step reference for common Indian legal processes. Last updated: 2026-03-27. This content is for informational purposes and does not constitute legal advice.