You can file a consumer complaint in India at the District, State, or National Consumer Disputes Redressal Commission depending on the value of your claim. Filing is free for claims up to Rs 5 lakh, and you can do it entirely online through the e-Jagriti portal at e-jagriti.gov.in. You do not need a lawyer -- the consumer protection system is designed for ordinary citizens to use directly.
Why this matters
Every day, millions of Indians deal with defective products, overcharged bills, delayed deliveries, poor services, and broken promises by businesses. Before 2019, getting justice as a consumer was slow and frustrating. The Consumer Protection Act, 2019 changed this significantly -- it introduced online filing, mediation as a faster alternative, product liability, and stronger penalties for misleading advertisements. Despite these protections, most consumers still do not file complaints because they do not know how simple the process actually is.
Step-by-step: What to do
1. Check if you qualify as a "consumer"
Under Section 2(7) of the Consumer Protection Act, 2019, you are a consumer if you buy any goods or hire any services for personal use. This includes online purchases, e-commerce transactions, and telecom or insurance services.
In practice: You are covered whether you bought a phone from a shop, hired a plumber, booked a hotel, purchased an insurance policy, or ordered something online. The only exception is if you bought goods for commercial resale -- that is not covered.
Important: Even if someone else bought the product but you are using it with their approval, you can file a complaint. The law covers the actual user, not just the buyer.
2. Figure out where to file
The Consumer Protection Act creates a three-tier system based on the value of your claim (the price you paid plus any compensation you are seeking):
- District Commission: Claims up to Rs 1 crore
- State Commission: Claims between Rs 1 crore and Rs 10 crore
- National Commission (NCDRC): Claims above Rs 10 crore
You file at the commission where the seller has their office, where the seller's branch is located, or where you actually live. Most everyday complaints -- defective phones, poor hospital treatment, insurance rejections, builder delays -- go to the District Commission.
In practice: About 90% of consumer complaints are filed at the District Commission. If your claim is under Rs 1 crore, this is where you go.
3. Try the National Consumer Helpline first
Before filing a formal complaint, call the National Consumer Helpline at 1800-11-4000 (toll-free) or use the NCH app. The helpline can mediate with the company on your behalf and often resolves complaints within 15-30 days without any court proceedings.
In practice: Many companies settle quickly once the NCH contacts them because they want to avoid a formal case. This is the fastest route for issues with large companies, e-commerce platforms, telecom providers, and banks.
4. File online through e-Jagriti portal
Since January 2025, the government's e-Jagriti portal (e-jagriti.gov.in) has replaced the older e-Daakhil system. Here is how to file:
- Go to e-jagriti.gov.in and register with your mobile number and email
- Click on "File New Case" and select "Consumer Complaint"
- Fill in the complainant details (your name, address, phone)
- Fill in the opposite party details (the company or seller's name and address)
- Describe your complaint clearly -- what you bought, what went wrong, what relief you want
- Upload supporting documents (bills, receipts, warranty cards, photos, correspondence)
- Select the appropriate commission (District/State/National) based on your claim value
- Pay the fee online (if applicable -- free for claims up to Rs 5 lakh)
- Submit and note down your case number for tracking
In practice: The entire process takes 30-45 minutes if you have your documents ready. You can also file in person at the commission's office if you prefer.
5. Pay the filing fee
The fees are intentionally kept very low to encourage consumers to file:
| Claim Value | Fee | Where to File |
|---|---|---|
| Up to Rs 5 lakh | Free | District Commission |
| Rs 5-10 lakh | Rs 200 | District Commission |
| Rs 10-20 lakh | Rs 400 | District Commission |
| Rs 20-50 lakh | Rs 1,000 | District Commission |
| Rs 50 lakh - Rs 1 crore | Rs 2,000 | State Commission |
| Rs 1-2 crore | Rs 2,500 | State Commission |
| Rs 2-4 crore | Rs 3,000 | National Commission |
| Rs 4-6 crore | Rs 4,000 | National Commission |
| Rs 6-10 crore | Rs 5,000-6,000 | National Commission |
| Above Rs 10 crore | Rs 7,500 | National Commission |
You can pay online through the portal or via demand draft payable to the Registrar of the respective Commission.
6. Attend hearings and get your order
After filing, the commission issues notice to the opposite party (the seller or service provider). They must respond within 30 days. The commission may refer the matter to mediation first under Section 38 -- mediation is faster and often resolves cases within 60 days.
If mediation fails or is not suitable, the commission hears both sides. You can argue your own case -- no lawyer is required. The commission must ideally dispose of the complaint within 3 months (5 months if testing of goods is needed).
In practice: Realistic timelines are 3-5 months for straightforward cases at the District Commission. Complex cases involving technical evidence or large companies may take 6-12 months.
7. Remedies you can get
The commission can order any or all of these:
- Refund of the price paid
- Replacement of the defective product
- Compensation for mental agony, harassment, and financial loss
- Costs of filing the complaint and attending hearings
- Repair of the defective goods
- Discontinuation of unfair or restrictive trade practices
- Adequate costs to the parties
What if things go wrong
If the company ignores the commission's order
The commission's order is enforceable like a court decree. If the company does not comply, you can file an execution petition. The commission can attach property, impose penalties, and even order arrest of the responsible person for contempt.
If you lose the case
You can appeal to the next higher commission within 30 days. District Commission orders are appealed to the State Commission, and State Commission orders go to the National Commission. You will need to deposit 50% of the compensation amount (or Rs 35,000, whichever is less) to file an appeal.
If the company shuts down or disappears
Under the 2019 Act, product liability provisions (Sections 82-87) allow you to hold the manufacturer or the e-commerce platform liable even if the direct seller has vanished. For online purchases, the e-commerce platform can be held responsible.
Documents and resources you need
- Bill or receipt of the purchase (even a screenshot of an online order confirmation works)
- Warranty or guarantee card (if applicable)
- Photos or videos showing the defect or problem
- Correspondence with the seller -- emails, WhatsApp chats, complaint reference numbers
- Written complaint to the seller and their response (or proof that they did not respond)
- Medical records (if the complaint involves health or medical services)
- Identity proof -- Aadhaar or PAN card
- National Consumer Helpline: 1800-11-4000 (toll-free, 9:30 AM to 5:30 PM, Mon-Sat)
- e-Jagriti Portal: e-jagriti.gov.in (online filing)
- NCH App: Available on Google Play and App Store
- NCDRC website: ncdrc.nic.in
Common myths
Myth: You need a lawyer to file a consumer complaint. Reality: The consumer protection system is specifically designed for ordinary citizens. You can file and argue your own case. Many successful complaints are filed without any lawyer.
Myth: Consumer complaints take years to resolve. Reality: Under the 2019 Act, commissions are required to dispose of cases within 3-5 months. While there can be delays, consumer cases are significantly faster than regular civil courts. Mediation can resolve matters in as little as 30-60 days.
Myth: Consumer courts only handle complaints about physical products. Reality: The Consumer Protection Act covers all goods AND services -- hospitals, insurance companies, banks, telecom providers, builders, airlines, hotels, e-commerce platforms, coaching institutes, and any service you pay for.
Myth: You cannot complain if you do not have a receipt. Reality: While a receipt strengthens your case, you can use bank statements, online order confirmations, email receipts, UPI transaction records, or even witness testimony to prove your purchase. Digital payment records are accepted as evidence.
The law behind this
| What | Legal Provision | Key Detail |
|---|---|---|
| Who is a consumer | Section 2(7), CPA 2019 | Anyone who buys goods/services for personal use |
| District Commission jurisdiction | Section 34 | Claims up to Rs 1 crore |
| State Commission jurisdiction | Section 47 | Claims Rs 1-10 crore |
| National Commission jurisdiction | Section 58 | Claims above Rs 10 crore |
| How to file complaint | Section 35 | In person, by post, or electronically |
| Mediation | Section 37-38 | Commission can refer to mediation cell |
| Time limit for filing | Section 69 | Within 2 years of cause of action |
| Product liability | Sections 82-87 | Manufacturer, seller, and platform all liable |
| Penalties for non-compliance | Section 72 | Imprisonment up to 3 years or fine up to Rs 10 lakh |
Frequently asked questions
What is the time limit for filing a consumer complaint? You must file within 2 years from the date the cause of action arose -- that is, 2 years from when you discovered the defect or when the service failed. The commission can accept late complaints if you show good reason for the delay (Section 69, CPA 2019).
Can I file a consumer complaint for online purchases? Yes. The 2019 Act specifically covers e-commerce transactions. You can file against the seller, the e-commerce platform, or both. The complaint can be filed where you live, regardless of where the seller is based.
Do I need to send a legal notice before filing? No, sending a legal notice is not mandatory before filing a consumer complaint. However, it is good practice to first complain in writing to the company and keep proof of their response or non-response. This strengthens your case and shows you tried to resolve the matter amicably.
Can a group of consumers file a single complaint? Yes. If multiple consumers have the same grievance against the same company, they can file a joint complaint. Consumer organisations registered under law can also file complaints on behalf of consumers. Additionally, the Central Government or State Government can file complaints in the public interest.
What happens if the seller is in a different state? You can file the complaint where you live -- you do not have to travel to the seller's state. Under Section 34(2)(d), the District Commission in the area where the complainant resides or carries on business has jurisdiction.
Is there a minimum amount to file a consumer complaint? No. There is no minimum amount. You can file a complaint for any amount, and for claims up to Rs 5 lakh, there is zero filing fee. The system is designed to be accessible for all disputes, big or small.