To lodge a consumer grievance through the National Consumer Helpline, call the toll-free number 1915 or register on the online portal at consumerhelpline.gov.in and submit your complaint. The process is completely free, and most grievances are resolved within 15 to 45 days through the NCH's convergence programme with companies. You will need your purchase details and any correspondence with the seller.
Who can file a complaint on the National Consumer Helpline
- Any individual who has purchased goods or availed services for personal use and has a grievance against the seller, manufacturer, or service provider
- Any consumer facing issues with e-commerce deliveries, product quality, refund delays, warranty claims, or misleading advertisements
- Any person seeking guidance on consumer rights, applicable laws, or the correct forum for redressal
- A representative of a consumer (such as a family member) can call or register on behalf of the affected person
- Consumers who want to try resolving the issue informally before filing a formal complaint at the Consumer Commission
Important to understand: The National Consumer Helpline is a pre-litigation grievance redressal platform, not a court or quasi-judicial body. It facilitates resolution by forwarding your complaint to the company through its convergence programme. It does not pass binding orders. If the company does not cooperate, your next step is a formal complaint at the Consumer Disputes Redressal Commission.
Documents you will need
Mandatory documents
- Product or service details — Name of the product or service, brand, model number, date of purchase, and amount paid
- Proof of purchase — Invoice, receipt, order confirmation email, or payment screenshot (for upload on the portal)
- Seller or service provider details — Company name, branch or store location, website URL, and customer care contact (if known)
- Description of the grievance — A clear statement of the problem — defective product, poor service, delayed delivery, refund not processed, overcharging, misleading advertisement, etc.
Additional documents (if applicable)
- Previous correspondence — Emails, complaint reference numbers, chat transcripts, or screenshots of communication with the company
Step-by-step process
Step 1: Choose your filing method — Call, portal, or app
You have three ways to register your grievance with the National Consumer Helpline. Choose the one most convenient for you.
Option A — Call 1915 (toll-free): Available 7 days a week, 8:00 AM to 8:00 PM. Speak to a helpline agent who will register your complaint. Available in English and Hindi.
Option B — Online portal: Visit https://consumerhelpline.gov.in, register an account, and file online.
Option C — UMANG app: Download the UMANG app from Google Play Store or Apple App Store, search for "NCH" or "National Consumer Helpline," and file through the app.
Where: Phone (1915), web portal (consumerhelpline.gov.in), or UMANG app Fee: Nil — all three methods are completely free
Tip: The online portal is most convenient for tracking purposes — you get a dashboard with real-time status updates. Phone complaints are best when you want guidance from a helpline agent on whether your issue qualifies and what to expect.
Step 2: Register on the portal (for online filing)
Visit https://consumerhelpline.gov.in and click on the sign-up or registration link. Provide your name, email address, mobile number, and create a password. Verify your email through the link sent to your inbox. Log in with your new credentials.
Where: https://consumerhelpline.gov.in Form: Online registration form Fee: Nil
Tip: Use the same mobile number you used for the purchase transaction — this helps the helpline agents verify your complaint with the company.
Step 3: Lodge the grievance with full details
After logging in, select "Register Complaint" or "Lodge Grievance." Fill in the complaint form with: (a) the category of complaint (product defect, service deficiency, delivery issue, refund, e-commerce, telecom, banking, insurance, etc.); (b) the company name — the portal has a searchable dropdown of companies in the convergence programme; (c) a detailed description of the grievance; and (d) the relief you seek. Upload any supporting documents.
Where: https://consumerhelpline.gov.in — "Register Complaint" section Form: Online complaint form Fee: Nil
Tip: Be specific and factual in your description. Include dates, amounts, order numbers, and what resolution you want (refund, replacement, repair, or compensation). The more specific you are, the faster the company can respond.
Step 4: Receive your docket number and track the complaint
After submission, you will receive a unique docket number via SMS and email. This is your tracking reference. The helpline forwards your complaint to the concerned company through the NCH's convergence programme — a partnership between the Department of Consumer Affairs and over 1,000 companies who have agreed to resolve consumer grievances through this channel.
Where: SMS and email notification; track on the portal dashboard Form: Not applicable
Tip: Save the docket number. You will need it to check status, escalate, or reference the complaint if you later file a formal complaint at the Consumer Commission.
Step 5: Wait for the company's response
Once the complaint is forwarded, the company is expected to respond within 15 to 30 days. The company's response will be visible on your dashboard. If the company resolves the issue, you can close the complaint. If the response is unsatisfactory, you can escalate.
Where: Monitor on the portal dashboard at https://consumerhelpline.gov.in Form: Not applicable
Tip: If 30 days pass without a response, do not wait indefinitely. Escalate through the portal or consider filing a formal complaint at the Consumer Commission. The NCH complaint and docket number serve as evidence that you attempted to resolve the matter before litigation.
Step 6: Escalate if the grievance is not resolved
If the company does not respond within the timeline or if the response is unsatisfactory, you have several escalation options:
Escalation within NCH: Use the portal's escalation button to push the complaint to a higher level within the NCH system.
Formal consumer complaint: File a complaint at the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. Attach the NCH docket number and the company's non-response as evidence.
Sector-specific ombudsman: For banking issues, approach the RBI Ombudsman. For insurance issues, approach the Insurance Ombudsman. For telecom issues, approach TRAI.
Where: NCH portal escalation, Consumer Commission, or sector-specific ombudsman Fee: Nil for escalation within NCH; Consumer Commission fees apply if filing formal complaint
Tip: The NCH complaint record strengthens your case at the Consumer Commission. It demonstrates that you made a genuine attempt to resolve the matter before resorting to litigation, which Commissions view favourably.
Fees and costs
| Item | Amount | Payment Method |
|---|---|---|
| Calling 1915 | Free (toll-free) | Not applicable |
| Portal registration | Free | Not applicable |
| Filing the grievance | Free | Not applicable |
| UMANG app complaint | Free | Not applicable |
| Escalation within NCH | Free | Not applicable |
| Total cost | Free |
The National Consumer Helpline is entirely government-funded and free for consumers.
How long does it take
| Stage | Statutory Timeline | Realistic Timeline |
|---|---|---|
| Registration and complaint filing | 10-15 minutes | 10-15 minutes |
| Docket number generation | Immediate | Immediate |
| Forwarding to company | 1-2 working days | 1-3 working days |
| Company response | 15-30 days | 15-45 days |
| Escalation (if needed) | Additional 15 days | Additional 15-30 days |
| Total (if resolved at first level) | 15-30 days | 15-45 days |
| Total (with escalation) | 30-45 days | 30-75 days |
Can you do this online?
Yes. The National Consumer Helpline is primarily an online and phone-based service.
Step-by-step online process:
- Visit https://consumerhelpline.gov.in
- Click "Sign Up" and create an account with your name, email, and mobile number
- Verify your email and log in
- Click "Register Complaint" on the dashboard
- Select the complaint category from the dropdown menu (e-commerce, banking, telecom, food, education, etc.)
- Search and select the company name from the convergence partner list
- Fill in the complaint details — purchase date, amount, issue description, relief sought
- Upload supporting documents (invoice, screenshots, correspondence)
- Submit the complaint
- Note the docket number from the confirmation screen and SMS
- Track the complaint status through "My Complaints" on the dashboard
Through UMANG app:
- Download UMANG from Google Play Store or Apple App Store
- Register or log in
- Search for "National Consumer Helpline" or "NCH"
- Follow the guided complaint filing process
- Track status through the app
What if things go wrong
Problem: The company is not listed in the convergence programme
Solution: If the company is not in the NCH's partner list, the helpline will still record your complaint and attempt to forward it. However, non-partner companies are not obligated to respond through this channel. In such cases, consider directly filing a formal complaint at the Consumer Commission, where the company is legally required to respond.
Problem: The company responded but did not actually resolve the issue
Solution: Do not close the complaint. Mark the response as "unsatisfactory" on the portal and provide reasons. The NCH may escalate the matter or attempt a second round of mediation. If this also fails, use the complaint record to file at the Consumer Commission.
Problem: You called 1915 but could not get through
Solution: The helpline receives a high volume of calls. Try calling during off-peak hours (early morning or late afternoon). Alternatively, file online through the portal at consumerhelpline.gov.in or through the UMANG app — the online route is available 24 hours a day.
Problem: The portal shows your complaint as "closed" but you are not satisfied
Solution: If the complaint was prematurely closed without resolution, you can reopen it through the portal or register a new complaint referencing the old docket number. If repeated attempts fail, this is a strong signal that formal legal action through the Consumer Commission is necessary.
State-specific differences
The National Consumer Helpline operates as a centralised service under the Department of Consumer Affairs, Government of India. There are no state-specific variations in the process, access, or timeline. Consumers from all states and union territories can use the same 1915 number, the same portal, and the same UMANG app.
The helpline is available in English and Hindi. For consumers who prefer regional languages, several state consumer helplines operate in parallel:
| State | State Helpline |
|---|---|
| Maharashtra | 1800-22-2262 (state consumer helpline) |
| Tamil Nadu | 044-28592828 (state consumer helpline) |
| Karnataka | 1800-425-9339 (state consumer helpline) |
| Other states | Check the respective state Department of Consumer Affairs website |
These state helplines complement the national helpline and typically operate in local languages.
Frequently asked questions
What is the difference between the National Consumer Helpline and the Consumer Commission?
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 through the convergence programme. It cannot pass binding orders or award compensation. The Consumer Commission is a quasi-judicial body established under the Consumer Protection Act, 2019, which conducts hearings and passes legally binding orders for refund, replacement, compensation, and damages.
Can I file a complaint against a government service provider?
Yes. The NCH accepts complaints against government service providers, including electricity distribution companies, water supply authorities, railway services, postal services, and public sector banks. However, resolution timelines for government entities may be longer than for private companies.
What categories of complaints does the NCH handle?
The NCH handles complaints across over 30 categories, including: e-commerce, banking, insurance, telecom, food safety, education, real estate, travel and tourism, automobile, electronics, healthcare, energy (electricity and gas), postal services, and more. If your complaint does not fit a listed category, select "Others" and describe your issue.
Will filing an NCH complaint affect my right to go to court?
No. Filing on the National Consumer Helpline does not affect your right to file a formal consumer complaint, a civil suit, or any other legal proceeding. The NCH complaint is informal and non-binding. In fact, having an NCH docket number showing your attempt at resolution strengthens your position when filing a formal complaint.
Can I file a complaint for someone else — a parent, spouse, or friend?
Yes. You can file on behalf of another person. When registering the complaint, enter the actual consumer's details (the person who purchased the product or service) and mention your relationship. The portal and helpline both allow representative filing.
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.