A consumer complaint in India can be filed by the consumer, a registered consumer association, the Central or a State Government, the CCPA, a group of consumers with the same interest, the legal heir of a deceased consumer, or the parent or guardian of a minor. File it before the District Commission (up to ₹50 lakh), the State Commission (₹50 lakh to ₹2 crore) or the National Commission (above ₹2 crore), in the place where the opposite party operates, where the cause of action arose, or where you yourself reside or work for gain — online through the official e-Jagriti portal or in person, within two years of the cause of action.
This is a practical, all-India guide. The Consumer Protection Act 2019 applies across the country, and the e-Jagriti platform lets you file and attend hearings online from anywhere in India. Wherever you live — Delhi, Mumbai, Bengaluru, a smaller town — the process below is the same; only the specific commission changes.
Scope and jurisdiction at a glance
- Who can file
- Seven categories of complainant can file under Section 2(5) of the Consumer Protection Act 2019: the consumer; a registered voluntary consumer association; the Central Government or any State Government; the Central Consumer Protection Authority (CCPA); one or more consumers on behalf of numerous consumers having the same interest; the legal heir or legal representative where the consumer has died; and the parent or legal guardian where the consumer is a minor.
- Which commission
- The tier is fixed by the value of the goods or services paid as consideration, not by the compensation claimed: the District Commission up to ₹50 lakh, the State Commission above ₹50 lakh and up to ₹2 crore, and the National Commission (NCDRC) above ₹2 crore.
- Where you can file (territorial)
- Section 34(2) gives a consumer four alternative places to file:
- You can file where the opposite party resides, carries on business, has a branch office or personally works for gain.
- Where there are several opposite parties, you can file where any one of them resides or carries on business, with the permission of the commission or the acquiescence of the others.
- You can file where the cause of action arose, wholly or in part.
- You can file where you, the complainant, reside or personally work for gain.
- Time limit
- A consumer complaint must be filed within two years from the date on which the cause of action arose, under Section 69. A complaint filed after two years can still be admitted if the commission records its reasons for condoning the delay and the complainant shows sufficient cause.
- Filing fee
- No fee is payable at the District Commission where the value of goods or services and the compensation claimed is up to ₹5 lakh. Above that the fee is nominal and scaled to the claim value, and is paid online on e-Jagriti at the time of filing.
- What you can claim
- A consumer commission can order removal of the defect, replacement of the goods, refund of the price paid, compensation for loss or injury, discontinuance of an unfair or restrictive trade practice, withdrawal of hazardous goods from sale, corrective advertising, punitive damages in appropriate cases, and the cost of the litigation.
- Do you need a lawyer
- A lawyer is not mandatory. A consumer is entitled to appear in person before a consumer commission, and the procedure is designed to be used without legal representation.
Who can file a consumer complaint?
The Act separates two questions that are often confused: whether the dispute involves a "consumer", and who is entitled to bring the complaint to the commission.
Are you a "consumer" under the Act?
You are a consumer if you bought goods or hired a service for consideration and not for resale or a commercial purpose. The Act covers defective goods, deficiency in service, unfair or restrictive trade practices, overcharging, misleading advertisements, hazardous goods and services, and product liability. It reaches e-commerce purchases, insurance and banking services, housing and builder-buyer disputes, telecom, travel and hospitality, education services in appropriate facts, and medical services treated as a consumer relationship.
Who is entitled to file the complaint?
Under Section 2(5), "complainant" is wider than the buyer alone. Any of the following can file:
- The consumer — the person who bought the goods or hired the service for consideration.
- A registered consumer association — any voluntary consumer association registered under any law in force, whether or not the affected consumer is a member of it.
- The Central Government or a State Government — where a wider consumer interest is engaged.
- The Central Consumer Protection Authority (CCPA) — the regulator created by the 2019 Act, which can act on unfair trade practices and misleading advertisements.
- A group of consumers with the same interest — one or more consumers can file on behalf of numerous consumers having the same interest, with the permission of the commission.
- The legal heir or legal representative — where the consumer has died, the claim does not die with them.
- A parent or legal guardian — where the consumer is a minor.
Two practical consequences follow. A person who received the goods or services with the buyer's approval is also treated as a consumer, so the user and the payer need not be the same person. And a legal heir can continue a complaint the deceased consumer had already filed, or file one that was never filed, provided the two-year limitation still allows it.
Where do you file a consumer complaint?
Two separate tests decide the commission: the value fixes the tier, and the place fixes which commission within that tier.
Which commission by claim value (pecuniary jurisdiction)
The tier depends on the value of the goods or services paid as consideration — not on the compensation you claim. These limits were revised by the Consumer Protection (Jurisdiction) Rules 2021 and are the figures currently in force:
| Commission | Value of consideration paid | Where it sits |
|---|---|---|
| District Commission | Up to ₹50 lakh | Each district; most consumer complaints are filed here |
| State Commission | Above ₹50 lakh and up to ₹2 crore | State capital; also hears appeals from District Commissions |
| National Commission (NCDRC) | Above ₹2 crore | New Delhi; also hears appeals from State Commissions |
A common error is to add the compensation claimed to the price paid and file one tier too high. If you paid ₹8 lakh for a car and claim ₹60 lakh in compensation, the consideration is ₹8 lakh and the District Commission is the correct forum.
Which location (territorial jurisdiction)
On territorial jurisdiction the 2019 Act is deliberately consumer-friendly. Section 34(2) gives you alternatives rather than a single compulsory venue:
- You can file where the opposite party resides, carries on business, has a branch office or personally works for gain.
- Where there is more than one opposite party, you can file where any one of them resides or carries on business, with the permission of the commission or the acquiescence of the others.
- You can file where the cause of action arose, wholly or in part.
- You can file where you, the complainant, reside or personally work for gain.
That last option is the significant change from the 1986 Act. It means a consumer in Delhi who bought from a seller registered in Bengaluru can ordinarily file in Delhi, and does not have to litigate in the seller's city.
How to file a consumer complaint: the steps
Step 1 — Send a written demand or legal notice first
Put the grievance and the exact relief you want in writing to the seller or service provider. A demand or legal notice records that you raised the issue, fixes a date, and often resolves the matter without litigation. Keep proof of delivery.
Step 2 — Pick the right consumer commission
Fix the tier by the consideration paid — District Commission up to ₹50 lakh, State Commission above ₹50 lakh and up to ₹2 crore, National Commission above ₹2 crore — and then pick the location from the alternatives Section 34(2) allows, including the place where you reside or work. Both tests are set out in full under where do you file a consumer complaint above. Getting the tier wrong costs time: a complaint filed in the wrong commission is returned for presentation before the correct one.
Step 3 — Mind the two-year time limit
A complaint must generally be filed within two years from the date the cause of action arose. If you are late, you can ask the commission to condone the delay, but you must show sufficient cause — so do not sit on a grievance.
Step 4 — Draft the complaint and build the evidence file
A strong complaint reads as a clean legal record rather than a list of frustrations. It should set out the parties, the facts in date order, the cause of action, what was promised and what failed, the loss caused, and the precise relief claimed, supported by an affidavit. Assemble:
- Invoice, receipt, order ID, warranty card or service agreement.
- Payment proof and bank or card statements.
- Emails, chat transcripts, support tickets and call logs.
- Photographs, videos, expert inspection reports or medical records where relevant.
- The written demand or legal notice and any reply.
- A clear calculation of refund, replacement, repair cost, compensation, interest and litigation cost.
Step 5 — File online on e-Jagriti and pay the fee
Register on the official e-Jagriti portal (the successor to e-Daakhil), upload the complaint and documents, select the correct commission, and pay the fee online. The fee is nominal and scaled to the claim value, with very low or no fee for small claims at the District Commission. You receive a case number and can track and attend hearings virtually. Paper filing at the commission's registry remains available if you prefer.
What relief can you claim?
Depending on the facts, a consumer commission can order removal of the defect, replacement of goods, refund of the price, compensation for loss or injury, discontinuance of an unfair trade practice, withdrawal of hazardous goods, corrective advertising, and the cost of litigation. Draft the relief as a realistic case theory, not as every possible grievance bundled together.
Mediation and appeals
The Act provides for consumer mediation cells, and a matter can be referred to mediation where settlement is possible — often faster than a contested hearing. If you disagree with the order, an appeal generally lies from the District Commission to the State Commission, then to the National Commission, and finally to the Supreme Court, each within its own limitation period and conditions. Confirm the current appeal timelines and any pre-deposit requirement before filing an appeal.
Common consumer complaint situations
Online shopping refund or replacement (e-commerce)
Under the e-Commerce Rules 2020, platforms must display seller details and a grievance officer. Preserve the order page, seller identity, return policy, delivery proof, unboxing photographs or video, complaint tickets and refund responses. The opposite party may be the seller, the platform, the logistics provider or the manufacturer, depending on the facts.
Deficient service — banking, insurance, telecom, travel
Wrongful charges, rejected insurance claims, mis-selling, or a service that was promised but not delivered can be a "deficiency in service". The contract terms, the promise made, and the correspondence trail decide the claim.
Medical negligence as a consumer dispute
Medical negligence requires more than dissatisfaction with the outcome — the record must show duty, breach, a causal link and injury. Consent forms, prescriptions, discharge summaries and expert review matter. See the dedicated guide on medical negligence and malpractice claims in India.
Builder-buyer and delayed possession
The agreement terms, payment schedule, promised possession date, demand letters and any RERA proceedings determine whether the consumer route is preferable or should run alongside another statutory remedy.
Frequently asked questions
Who can file a consumer complaint in India?
Seven categories can file under Section 2(5) of the Consumer Protection Act 2019: the consumer; a registered voluntary consumer association; the Central Government or any State Government; the Central Consumer Protection Authority; one or more consumers on behalf of numerous consumers having the same interest; the legal heir or legal representative where the consumer has died; and the parent or legal guardian where the consumer is a minor.
Where can I file a consumer complaint?
Section 34(2) allows you to file where the opposite party resides, carries on business, has a branch office or personally works for gain; or where the cause of action arose, wholly or in part; or where you, the complainant, reside or personally work for gain. The last option means you usually do not have to travel to the seller's city.
How do I file a consumer complaint online in India?
Register on the official e-Jagriti portal, draft a complaint setting out the parties, facts, the defect or deficiency, the documents relied on and the relief claimed, upload the supporting evidence, pay the prescribed fee online, and file it before the correct consumer commission. You receive a case number and can attend hearings virtually.
What is the time limit to file a consumer complaint?
Generally two years from the date the cause of action arose. A delay can be condoned if you show sufficient cause for not filing in time.
Which consumer commission should I file in — District, State or National?
The tier is fixed by the value of the goods or services paid as consideration, not by the compensation claimed. The District Commission hears matters up to ₹50 lakh, the State Commission above ₹50 lakh and up to ₹2 crore, and the National Commission above ₹2 crore.
Is there a fee to file a consumer complaint?
No fee is payable at the District Commission where the value of the goods or services and the compensation claimed is up to ₹5 lakh. Above that the fee is nominal and scaled to the claim value, and is paid online on e-Jagriti when the complaint is filed.
What relief can I get from a consumer complaint?
A consumer commission can order removal of the defect, replacement of the goods, refund of the price paid, compensation for loss or injury, discontinuance of an unfair or restrictive trade practice, withdrawal of hazardous goods from sale, corrective advertising, punitive damages in appropriate cases, and the cost of the litigation.
Do I need a lawyer to file a consumer complaint?
No — a consumer may appear in person, and the forum is designed to be accessible. That said, drafting, forum choice, framing the relief and handling evidence often benefit from legal help, particularly in contested or higher-value matters.
Official source links
- India Code: Consumer Protection Act, 2019
- e-Jagriti consumer complaint filing platform
- National Consumer Disputes Redressal Commission (NCDRC)
Assess a consumer complaint before filing
Share the invoice or order ID, the correspondence, the demand made, the response received, and the relief you want. The first question is whether the consumer forum is the right route — and which one.
Where the forum pushes back or the opposite party stalls, a consumer disputes lawyer in Delhi can take over the complaint strategically.
