How to File a Consumer Complaint in India: Step‑by‑Step Guide and Jurisdiction
Introduction
- You must have observed or experienced that most of us, at some point in our lives, have faced a disappointing experience as a consumer, whether it be with a faulty product, poor service, or unfulfilled promises. While we often say, “I’ll file a complaint,” very few do. Why does it happen? Because we feel intimidated, overwhelmed by the process, or lack the correct information to take any step.
- This guide empowers you with everything you need to know to file a consumer complaint in India confidently.
Step‑by‑Step Guide to File a Consumer Complaint
- Who Can File a Complaint?
Under the Consumer Protection Act, 2019, any consumer who has purchased goods or services for consideration (excluding for resale or commercial purposes) has the right to file a complaint. This includes:
- Any individual,
- A registered voluntary consumer association
- Central or State Government,
- A legal heir or representative in case the consumer is deceased.
- The complaint must be filed within 2 years from the date the cause of action arises.
- Who Can Be Sued?
Essentially, anyone responsible for a defect in goods or a deficiency in service can be held accountable. It is possible to sue multiple parties if they were involved in the transaction.
- The manufacturer,
- The seller or retailer,
- The service provider.
- What Can You Complain About?
- Defects in Goods: if the goods are of substandard quality, expired, or not as described.
- Deficiency in Services: If there is a delay, negligence, or failure to provide services as agreed.
- Procedure to File a Complaint: Here is a simplified step-by-step guide to help you through the process of filing a complaint:
- Send a Legal Notice (Optional but Advisable): Before filing a formal complaint, you can send a legal notice to the opposite party. This gives them a chance to resolve the matter amicably. It also strengthens your case if you need to go to court.
- No Need for a Lawyer: The best part about the Consumer Forums is that they are designed to be consumer-friendly. You can present your case without a lawyer. According to the provisions of the Consumer Protection Act, 2019, a consumer has the option to present their complaint personally; However, if they so desire, they may appoint a legal practitioner to represent them during the proceedings. Although hiring one may be helpful in complex matters, it’s not mandatory.
- Drafting the Complaint: A well-written complaint must include:
- Name, description, and address of the complainant and the opposite party,
- Date and details of purchase or service,
- Description of the defect/deficiency,
- Supporting documents (e.g., invoices, emails, warranty cards, etc.),
- Grounds for the complaint,
- Jurisdiction (which court has authority),
- Prayer or compensation sought (what you want in return),
- Signature of the complainant.
- Choosing the Right Forum: The jurisdiction of the forum is based on the value of the goods/services and compensation claimed. Ensure your case is filed in the correct forum based on the value involved. The forums are divided into the following levels:
- District Consumer Disputes Redressal Commission – up to the claim of ₹50 lakhs
- State Consumer Disputes Redressal Commission – between the value of ₹50 lakhs to ₹2 crores
- National Consumer Disputes Redressal Commission – claim above ₹2 crores
- Where to File the Consumer Complaint?
There is a dedicated platform called the Consumer Disputes Redressal Commission at the district, state, and national levels. Each tier handles cases based on the monetary value of the claim, which was mentioned earlier. You can file the complaint in the following ways:
- In-person
- By post
- Online, through the E-Daakhil Portal
- Online Filing: E-Daakhil Portal: This system was introduced under the Consumer Protection Act, 2019, and launched in 2020. E-Daakhil is the official online portal where consumers can file complaints digitally through the government portal. The following steps should be followed to file the complaint online:
- Register on www.edaakhil.nic.in,
- Log in and click on “File New Case”,
- Provide the following details,
- Full details of the consumer,
- Precise details of the opposite party,
- Value of goods/services and claim amount,
- Description of the case,
- Upload supporting documents.
- Submit the complaint and pay the fee (online),
- You’ll receive updates and hearing details via SMS/email.
- Note: This online portal saves time, effort, and travel, making consumer justice accessible to all. Essential things to keep in mind during the process:
- Jurisdiction is essential – you must file the complaint in the jurisdiction where the opposing party resides or where the cause of action arose.
- Preserve evidence that will strengthen your case – bills, screenshots, emails, chats, warranty cards, etc. are all crucial.
- Maintain politeness and precision – The tone of your complaint should be respectful and precise.
- Claim realistic compensation – Exaggerated or baseless claims can delay your case.
- Why File a Complaint?
Many people shy away from filing consumer complaints, thinking it won’t make a difference. But every successful complaint strengthens the system and protects others from facing similar injustice. Consumer protection is your right, and the law stands by your side.
Conclusion
You don’t need to be a lawyer to stand up for your rights as a consumer. The law has provided us with a strong framework through the Consumer Protection Act, 2019, and simplified mechanisms like E-Daakhil to ensure we’re not taken for granted. The next time you encounter defective goods or poor service, do not hesitate to take the necessary steps. To know more, click here.
