To file a consumer complaint in India, send a written demand to the seller or service provider, then file your complaint — online through the official e-Jagriti portal or in person — before the right consumer commission. Choose the District, State or National Commission by the value paid, file within two years of the problem, attach your invoice, payment proof and correspondence, and ask for specific relief such as refund, replacement or compensation.
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.
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.
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
There are three tiers, and the forum depends on the value of the goods or services paid as consideration (not the compensation you claim):
- District Commission — value up to ₹50 lakh.
- State Commission — value above ₹50 lakh and up to ₹2 crore.
- National Commission (NCDRC) — value above ₹2 crore.
On territorial jurisdiction, the 2019 Act is consumer-friendly: you can usually file where the opposite party resides or carries on business, where the cause of action arose, or where you yourself reside or personally work for gain. That last option means you often do not have to travel to the seller's city.
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
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 court should I file in?
By the value of consideration paid: District Commission up to ₹50 lakh, State Commission above ₹50 lakh and up to ₹2 crore, and the National Commission above ₹2 crore. You can usually file where you reside or work, where the opposite party operates, or where the cause of action arose.
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.