Legal information notice: this article provides general information and isn't a substitute for advice from a qualified lawyer.
Bought a defective product, paid for a service that was never delivered, or been overcharged by a builder or airline? Indian consumer law gives you a fast, relatively inexpensive way to fight back — without necessarily needing a lawyer. Here’s exactly how to file a consumer complaint in India.
Under the Consumer Protection Act, 2019, any person who buys goods or hires a service for personal use (not for resale or commercial purposes) can file a complaint if they’ve suffered a loss due to a defective product, deficient service, unfair trade practice, or overcharging.
Before filing a formal complaint, send a written complaint to the seller/service provider — email works, but keep it in writing with a clear description of the problem and what resolution you want (refund, replacement, repair, compensation).
Call 1915 or use the UMANG app / consumerhelpline.gov.in for free mediation-style assistance. A significant number of complaints get resolved at this stage without needing to go to a formal Commission at all.
If direct resolution and the helpline don’t work, file a formal complaint with the appropriate Consumer Disputes Redressal Commission through the e-Jagriti portal (which absorbed the older e-Daakhil portal in 2025) — submit your complaint, pay the nominal filing fee, and upload evidence without visiting the Commission’s office in person.
| Commission | Handles |
|---|---|
| District Commission | Claims up to the district-level pecuniary limit (currently ₹50 lakh — revised periodically, confirm current limit) |
| State Commission | Higher-value claims above the District limit, and appeals from District Commissions |
| National Commission | The highest-value claims, and appeals from State Commissions |
As a general rule, you can file in the Commission with jurisdiction over either where you reside/work, or where the opposite party (seller/service provider) has its office — whichever is more convenient for you.
Beyond a refund or replacement, you can claim compensation for the loss or injury suffered, litigation costs, and in some cases punitive damages against manufacturers for genuinely harmful defective products under the product liability provisions of the 2019 Act.
Filing fees under the Consumer Protection Act are nominal and scaled to the value of your claim — complaints for claims up to a certain small amount may even be exempt from fees entirely. This is deliberately kept low-cost compared to a regular civil suit, since the whole point of the consumer forum system is to be accessible without needing deep pockets. Beyond the filing fee, your main potential cost is a lawyer’s fee, which is optional for most straightforward cases.
The Act envisages disposal within 3 to 5 months for cases not requiring lab analysis, and 5 months where a sample needs testing — in practice, timelines vary by how busy the local Commission is, but consumer cases generally move faster than regular civil suits.
Yes — the process is deliberately designed to be usable without one, and many consumers represent themselves successfully for straightforward matters like a defective product or a simple refund dispute. A lawyer becomes genuinely useful when:
Once your complaint is registered:
Need professional legal help with this?
Find a Civil Lawyer on VidyodayIf your consumer issue started with an online scam rather than a genuine but defective purchase, read our guide on filing a cyber fraud complaint instead — the two processes are different. And if the seller still refuses to respond, see our guide on sending a legal notice as your next step.
Filing fees under the Consumer Protection Act are nominal, scaled to the value of your claim, and complaints for claims up to a certain small amount may even be exempt from fees — check the current fee schedule on e-Jagriti.
Yes — generally within 2 years from the date the cause of action arose (i.e., when the problem occurred or you discovered it), though delays can sometimes be condoned with sufficient reason.
Yes, e-commerce entities are explicitly covered under the Consumer Protection (E-Commerce) Rules, 2020, and can be held liable for unfair trade practices on their platforms.
It significantly weakens your case but isn’t always fatal — other proof of purchase like bank/card statements, order confirmation emails, or delivery records can sometimes substitute.
Yes — the e-Jagriti portal is designed exactly for this, letting you file, pay fees, and upload evidence entirely online.
Yes, Consumer Commissions can and do award compensation for mental agony and harassment in addition to the direct financial loss, depending on the facts of the case.
The case can proceed ex-parte (without their side being heard), and the Commission can pass an order based on your evidence alone.
This article is for general information only and does not constitute legal advice. Consult a lawyer or your nearest consumer helpline for guidance on your specific case.
