How to File a Consumer Complaint in India under the Consumer Protection Act, 2019

Consumers who receive defective goods, deficient services, misleading representations or unfair treatment can seek remedies through India's consumer dispute redressal system. This guide explains who may complain, where to file, what documents to prepare and how consumer commissions decide cases.

1. What is a consumer complaint?

Section 2(6) defines a complaint as a written allegation seeking relief for matters such as an unfair contract, unfair or restrictive trade practice, defective goods, deficiency in services, overcharging, hazardous goods or services, or a product liability claim. Section 2(7) defines a consumer, generally, as a person who buys goods or hires or avails services for consideration, subject to statutory exclusions and exceptions. Online transactions are covered. Goods purchased for resale or commercial purposes are generally excluded, subject to the self-employment livelihood exception.

2. Who can file a complaint? Section 35

Under section 35, a complaint may be presented by a consumer; a recognised consumer association (whether or not the affected consumer is a member); one or more consumers representing numerous consumers with the same interest, with the commission's permission; or the Central Government, a State Government or the Central Consumer Protection Authority, as applicable. The definition of complainant in section 2(5) also covers legal heirs or representatives of a deceased consumer and parents or legal guardians of minor consumers.

3. Which consumer commission has jurisdiction?

The three-tier system comprises District, State and National Consumer Disputes Redressal Commissions. Under the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021, the ordinary monetary thresholds are based on the value of goods or services paid as consideration, not simply the compensation claimed.

Other jurisdictional provisions, including special treatment of unfair-contract disputes, may apply. See the official 2021 jurisdiction rules.

Section 34(2) permits filing before the appropriate District Commission in specified places, including where the complainant resides or personally works for gain, subject to statutory conditions. The territorial rules for other commissions and the facts of the dispute should also be checked.

4. How to file a consumer complaint online

1. Contact the seller or service provider. Explain the problem in writing and retain proof of communication. This may resolve the issue without litigation.
2. Consider pre-litigation assistance. Register a grievance with the National Consumer Helpline or call 1915. This is a grievance-facilitation channel, not a substitute for filing before a commission.
3. Collect evidence. Keep invoices, receipts, order details, warranty terms, photographs, correspondence, payment records and any expert reports.
4. Prepare the complaint. State the parties, relevant dates, facts, defects or deficiencies, supporting documents, commission jurisdiction and specific relief requested.
5. Register on e-Jagriti. Sign in, complete the profile, choose the consumer complaint case type, fill in case details, upload documents and pay any applicable fee.
6. Track the case. Follow scrutiny notices, service requirements, hearing dates and directions through the portal. Consult the official filing instructions.

5. Fees and limitation period

Section 35(2) provides for payment of prescribed fees. The fee depends on the relevant filing rules and value slab; small-value complaints may carry no fee. Check the current fee table displayed on the official e-Jagriti portal before submitting a case.

Under section 69, a consumer commission ordinarily cannot admit a complaint unless filed within two years from the date the cause of action arises. Delay may be condoned where sufficient cause is shown and reasons are recorded. Consumers should not assume that discussions with a business automatically extend the statutory period.

6. Admission and notice to the opposite party

Section 36 governs admission of complaints. The question of admissibility should ordinarily be decided within 21 days; where it is not decided within that period, the complaint is deemed admitted under the Act. Section 38 governs procedure after admission, including referral of the complaint to the opposite party and an opportunity to respond. Ordinarily the opposite party has 30 days, extendable by no more than 15 days, to file its version.

If the opposite party does not contest after proper notice, the commission may proceed on the evidence available, including ex parte as permitted by section 38. Parties must still substantiate their claims with appropriate evidence.

7. Hearing, testing, interim relief and disposal

Under section 38, a commission may arrange laboratory analysis when a defect in goods requires testing, consider evidence and issue appropriate interim orders. The Act seeks expeditious disposal: ordinarily within three months from receipt of notice by the opposite party where testing is unnecessary, and five months where testing or analysis is required. These are statutory targets, not guaranteed completion dates. Adjournments require adequate justification.

Section 37 provides for reference to mediation where the statutory conditions are met and the parties consent. Online filing and virtual proceedings may also be available under applicable procedures.

8. What relief can the consumer commission grant? Section 39

Depending on the facts and proof, section 39 empowers a District Commission to order one or more remedies, including:

• Removal of defects or replacement with defect-free goods.
• Refund of the price or charges paid, with interest where appropriate.
• Compensation for loss or injury, and punitive damages in appropriate cases.
• Removal of service deficiencies and discontinuance of unfair or restrictive trade practices.
• Withdrawal or discontinuance of hazardous goods or services.
• Corrective advertisements addressing misleading advertisements.
• Costs and other relief authorised by the Act, including orders affecting numerous consumers.

Orders depend on the evidence and applicable legal standards; an award is not automatic merely because a complaint is filed.

9. Appeals, enforcement and further remedies

Sections 41, 51 and 67 address appeals from District, State and National Commissions respectively, subject to their conditions and limitation periods. Section 71 concerns enforcement of commission orders and section 72 provides penalties for non-compliance. Certain orders may also be reviewed under the Act. The correct remedy and filing deadline depend on the order challenged.

10. Common consumer complaint examples

Complaints may arise from defective computers or appliances, refusal to honour warranties, poor repair work, non-delivery of online purchases, unjustified charges, deficient financial or insurance services, or misleading advertising. The consumer must show how the facts meet the statutory definitions, identify the proper opposite party and support the relief requested.

Official resources

• Consumer Protection Act, 2019 - India Code
• Department of Consumer Affairs - consumer protection legislation and rules
• Consumer Commission Jurisdiction Rules, 2021
• e-Jagriti - online consumer complaint filing
• e-Jagriti - filing guides and instructions
• National Consumer Helpline

Updated: 8 October 2026. This article provides general legal information. Verify current rules, fees and procedures before filing; seek professional advice where necessary.