If a product is defective or a service falls short, you can file a consumer complaint yourself. This guide explains each step, from the first written complaint to the company to filing on e-Jagriti and following up after the order.
Mara Vakil editorial team · Updated 16 October 2026
To file a consumer complaint, first write to the company, then file within two years before the Consumer Commission that matches the amount you paid: District (up to Rs 50 lakh), State (up to Rs 2 crore) or National. You can file online on e-Jagriti, and there is no fee where the price paid is up to Rs 5 lakh.
Any consumer who has bought goods or hired a service for consideration (not for resale or commercial purpose, with some exceptions) can complain about defective goods, deficient services, unfair or restrictive trade practices, overcharging, hazardous goods and misleading advertisements. Complaints can also be filed by recognised consumer associations, and in some cases by a group of consumers with the same interest.
Start with a written complaint to the company through its official channel and keep the complaint number. Many companies have grievance officers, and sectors such as banking, insurance and telecom have their own ombudsman or grievance systems. If this does not work, a legal notice setting out your claim and a deadline often brings a response and creates a clear record.
Pecuniary jurisdiction depends on the value of goods or services paid for. Under the 2021 rules, the District Commission hears complaints where the consideration paid is up to fifty lakh rupees, the State Commission from fifty lakh to two crore, and the National Commission above two crore. You can file where you live or work, where the opposite party carries on business, or where the cause of action arose.
The complaint should state who you are, who the opposite party is, what you bought or hired, what went wrong, what you did to resolve it and what relief you want, such as refund, replacement, repair, compensation and costs. Attach copies of the invoice, warranty, correspondence, photos and any expert report. Keep the language simple and factual.
Complaints can be filed online through the e-Jagriti portal, which allows registration, uploading documents and paying fees online. You can also file in person at the Commission. Under the current fee rules there is no fee for complaints up to five lakh rupees, and modest fees above that, payable online or by the mode the Commission accepts.
If the complaint is admitted, notice is sent to the opposite party, who files a reply. Both sides file evidence on affidavit and written arguments. The Commission may refer the matter to mediation if both sides agree. You can appear yourself or through an advocate or authorised representative.
The Commission passes an order, which may include refund, replacement, compensation and costs. Either side can appeal to the higher Commission within the time allowed. If the opposite party does not comply, you can file for execution, and non-compliance can also lead to penalties.
A complaint must normally be filed within two years from the date the cause of action arose. If you are late, explain the reason in an application for condonation of delay; the Commission may accept it if the reason is sufficient.
You never pay Mara Vakil to describe your matter or book a first consultation. Any fee for legal work is agreed directly between you and the advocate.
Before a profile goes live, our team checks the advocate's enrolment number with the State Bar Council records shown on the profile.
Your mobile number is shared only with the advocate who accepts your request, so you are not flooded with calls.
As Bar Council rules require, we do not show ratings, "best lawyer" lists, success rates or paid placements. You choose based on the facts on each profile.
The six steps above give the outline. This part of the guide fills in the detail: what to collect for your kind of dispute, how to climb the complaint ladder before you go to a commission, how to write each paragraph of the complaint, how filing on e-Jagriti works screen by screen, what happens at each hearing, and how to get paid once you win. It is meant for consumers who plan to handle the case on their own, and equally for those who have hired an advocate and want to follow each move.
| Stage | What you do | Typical time |
|---|---|---|
| Complaint to the company | Written complaint through the official channel, reference number noted | Allow 2 to 4 weeks for a reply |
| Escalation | Grievance officer, sector ombudsman or the National Consumer Helpline | 2 to 6 weeks |
| Legal notice | Formal demand with a deadline, optional but useful | 15 to 30 days |
| Drafting and filing | Complaint, affidavit and documents filed on e-Jagriti or at the commission | A few days |
| Admission | The commission decides whether to admit the complaint | Usually within weeks of filing |
| Reply and evidence | Company replies; both sides file evidence on affidavit | Several months |
| Final hearing and order | Arguments and the commission's decision | Often a year or more in busy commissions |
| Payment or execution | Company pays, or you file for execution | Weeks to months |
The law asks commissions to decide complaints within three months of notice to the opposite party, or five months where testing of goods is needed. In practice many commissions take longer, which is one reason the earlier stages, where most disputes settle, matter so much.
| Problem | First move | If that fails |
|---|---|---|
| Wrong or damaged item delivered | Return request on the app within the return window, with photos | Grievance officer, helpline, then District Commission |
| Refund for a cancelled order not received | Written request quoting order and payment reference | Helpline; complaint naming platform and seller |
| Phone or appliance fails repeatedly under warranty | Insist on job sheets at every visit | Notice asking for replacement; complaint |
| Money debited for a failed card or UPI transaction | Complain to your bank at once | RBI ombudsman after thirty days or rejection |
| Health insurance claim rejected | Ask for the reason in writing; appeal to grievance cell | Insurance Ombudsman or commission |
| Flat not delivered on time | Written demand to builder; check RERA registration | RERA complaint or consumer complaint |
| Coaching institute refuses refund | Written withdrawal and refund request citing its policy | Notice; complaint |
| Overcharging above MRP | Ask for a bill; complain to the shop | Legal metrology department and commission |
| Hidden charges at checkout | Screenshot the checkout page | Helpline, CCPA report and complaint |
| Hospital bill dispute or negligence | Request complete records in writing | Expert opinion, then complaint |
The starting point is simple: what would it take to leave the consumer as well off as if the product or service had worked as promised, plus something for the trouble the failure caused? In practice they look at the money paid, the interest lost on it, proven extra expenses, the length and nature of the inconvenience, and the company's conduct. A consumer who was given the run-around for a year will usually receive more than one whose problem was a single short delay. Punitive damages are reserved for serious or wilful misconduct. Compensation for mental agony is common but modest unless the facts are grave, such as medical negligence or a family left without a promised home for years. Keep claims realistic and backed by proof.
Consumer cases are won on paper. The commission rarely hears witnesses in person; it reads your documents and the company's. Start collecting the moment something goes wrong, while screenshots, messages and receipts are still easy to find.
| Dispute | Documents that usually matter |
|---|---|
| Online shopping | Order confirmation, invoice, product listing screenshot showing the claims made, delivery record, photos or unboxing video of the defect, chat transcripts, return or refund requests and replies |
| Electronics and appliances | Invoice, warranty card, job sheets from each service visit, technician's report, messages refusing repair or replacement |
| Vehicles | Booking form, invoice, delivery note, service records, workshop job cards, any independent mechanic's report |
| Banking and cards | Account statements, transaction alerts, complaint numbers with the bank, the bank's replies, any RBI Ombudsman complaint and its result |
| Insurance | Policy schedule and wording, proposal form, claim form, rejection letter giving reasons, medical or survey reports, ombudsman complaint if filed |
| Builders and flats | Allotment letter, builder-buyer agreement, payment receipts, demand letters, construction-linked plan, possession letter or delay notices |
| Medical services | Admission and discharge papers, bills, prescriptions, test reports, the full case file requested from the hospital, an independent doctor's opinion |
| Education and coaching | Prospectus or brochure, fee receipts, refund policy, withdrawal request, correspondence about refund |
| Travel and airlines | Tickets, booking emails, cancellation messages, boarding pass, baggage irregularity report, refund requests |
| Telecom and internet | Bills, plan details, complaint numbers, appellate authority complaint and reply |
Commissions look more kindly on consumers who gave the company a fair chance to fix the problem. Many disputes end on one of these rungs, at no cost.
A good consumer notice is short and specific. It should state who you are, what you bought or hired and when, what went wrong, what you have already done to resolve it, what you now want, and the deadline after which you will approach the consumer commission. Attach or list the key documents.
The legal notice service can have an advocate draft and send one for you.
A clear first letter often decides how seriously a company treats you. Keep it to one page.
Send it by email to the published grievance address and keep the sent copy. If there is a web form instead, save a screenshot of what you submitted and the acknowledgement.
The complaint is supported by an affidavit in which you state that the facts in the complaint are true to your knowledge. It is usually typed on non-judicial stamp paper or plain paper as the commission accepts, signed before a notary or oath commissioner, and filed with the complaint. Evidence is later filed on another affidavit, often called an evidence affidavit, which repeats the facts and formally proves the documents. Keep the language consistent between the complaint and the affidavits; contradictions are the first thing the other side looks for.
The index lists every document with its page numbers: the complaint, list of dates, memo of parties, affidavit, each annexure in order, and any application for condonation of delay or interim relief. Number every page of the set continuously. A clean index makes it easy for the member to find a document during the hearing.
For offline filing, commissions generally want the original set plus one copy for each opposite party. For online filing, upload clear scans; keep the originals safe, since you may be asked to produce them. Mark annexures with labels such as C-1, C-2 so references in the complaint match.
If you prefer to have the paperwork prepared for you, the affidavit and notary service and the consumer complaint service can help.
A consumer complaint does not need legal jargon. It needs to tell a clear story, backed by documents, and ask for specific relief. Most complaints follow this order.
The name of the commission, for example "Before the District Consumer Disputes Redressal Commission, [district]", followed by your name and address as complainant and the company's name and registered address as opposite party. If several companies are responsible, such as a seller and a manufacturer, list each as a separate opposite party. A memo of parties with full addresses is usually attached.
One paragraph stating that you bought the goods or hired the service for your own use, not for resale or a commercial purpose, and for consideration. If you used the product to earn your own livelihood through self-employment, say so, since that is not treated as commercial purpose.
What you bought or hired, from whom, on what date, for how much, with the invoice or order number. Refer to the document by annexure number, such as "Annexure C-1".
The defect, deficiency or unfair practice, in date order. Be precise: "The refrigerator stopped cooling on 3 March, eleven days after delivery" is better than "the product was defective".
Each complaint, visit, reference number and reply, with annexure references. This shows the company had a chance to resolve the issue.
The money paid, extra expenses, time lost, and the inconvenience or mental agony caused. Attach proof of expenses.
A short paragraph on why this commission can hear the case: the value of goods or services paid falls within its limit, and you live or work, or the company carries on business, or the cause of action arose within its area. State that the complaint is within two years of the cause of action, or that an application for condonation of delay is attached.
The specific orders you ask for, each as a separate item:
The complaint ends with a verification that its contents are true, and is supported by an affidavit sworn by the complainant. Most commissions also expect an index, a list of dates and copies for each opposite party.
Ask for what you can justify. Commissions award compensation that bears a reasonable relation to the loss and suffering shown. Under the 2019 Act, both the commission level and the fee depend on the price you paid, not on the compensation you claim, so a large claim gains you nothing procedurally; an inflated figure mainly makes you look unreasonable. The consumer complaint fee calculator shows the fee and commission for the price you paid.
The Act gives you two years, counted from the day the cause of action arose, to bring your complaint. The difficulty is working out when that was. Some common situations:
| Situation | When the clock usually starts |
|---|---|
| Product defective on delivery | The date of delivery or the date the defect showed up |
| Repeated failed repairs | Often the date of the last failed repair or the final refusal to repair or replace |
| Insurance claim rejected | The date of the final rejection letter, including after review |
| Builder delays possession | Delay in handing over possession is often treated as a continuing wrong while it lasts; refund claims run from refusal |
| Refund promised but not paid | The date by which the refund was promised or the date of refusal |
| Medical negligence | The date the patient knew or could reasonably have known of the negligence |
These are general patterns; commissions decide each case on its facts. If you are close to the limit, do not wait to settle the argument: file, and explain the dates in the complaint.
If you are late, file an application for condonation of delay with the complaint. It should state the exact number of days of delay, and explain day by day or period by period why you could not file earlier: illness, ongoing correspondence in which the company kept promising a fix, a pending ombudsman complaint, or similar reasons. Attach proof. Commissions accept genuine reasons but reject vague ones, and an unexplained delay can sink an otherwise strong case.
Companies often point to terms and conditions that seem to rule out your claim: "no refunds", "warranty void if opened", "liability limited to the price of the service", or a clause that lets the company change the deal at will. The 2019 Act defines unfair contract terms and allows State and National Commissions to declare such terms null and void. Even in a District Commission, terms that are one-sided, hidden or contrary to the law are read narrowly against the company that wrote them.
When you rely on unfairness, quote the clause exactly, attach the document in which it appears, and explain why it is unreasonable in your situation.
A list of dates is a table that sets out the events in order with a reference to the supporting document. It is the most useful single page in a consumer file, both for you and for the commission.
| Date | Event | Annexure |
|---|---|---|
| 12 January | Laptop ordered and paid for, ₹68,000 | C-1 |
| 15 January | Laptop delivered | C-2 |
| 20 February | Screen flicker reported; first service visit | C-3 |
| 2 April | Second visit; cable replaced | C-4 |
| 10 May | Third visit; motherboard fault recorded | C-5 |
| 15 July | Email to grievance officer | C-6 |
| 5 August | Legal notice sent | C-7 |
Keep each row to one event, use neutral wording, and make sure every annexure number matches the document you attach.
Since 1 January 2025, online filing, case tracking and related services of the consumer commissions have been brought together on e-Jagriti, the Department of Consumer Affairs platform that took over from the earlier e-Daakhil portal and case management systems. Screens change from time to time, but the flow is broadly this.
Write down the filing reference, case number and next date in one place. Check the case status a day or two before each hearing, because dates sometimes change. Download every order as it is uploaded, and keep a folder with the complaint, the company's reply, your rejoinder and each affidavit in order; you will need them at every stage, including any appeal.
You can still file in person at the commission's filing counter. Take the complaint with the required number of copies, the affidavit, documents and any fee by the mode the commission accepts. The counter staff will check the papers and give a diary or filing number.
Because filing and many hearings can be done online, consumers living elsewhere can pursue a complaint without frequent travel. An authorised representative or advocate can appear for you, and documents signed abroad may need attestation as the commission requires.
What decides the level is the price you actually paid for the goods or service. The compensation you ask for does not count. Since the 2021 jurisdiction rules: a price paid of ₹50 lakh or less means the District Commission; more than ₹50 lakh and not more than ₹2 crore means the State Commission; anything above ₹2 crore goes to the National Commission in Delhi.
Under the 2019 Act the choice of place is wide: your own home district or the district where you work, the district where the company or one of its branches operates, or the district where the problem happened. This was a major change from the old law, which often forced consumers to file where the company was based.
If a seller in one city and a manufacturer in another are both responsible, you can usually file in your own district and name both. Notice will be sent to each.
Where many consumers have the same grievance against the same company, such as buyers in one housing project, a complaint can be filed on behalf of all with the commission's permission. A recognised consumer association can also file.
The Consumer Protection (E-Commerce) Rules, 2020 require marketplaces to have a grievance officer who acknowledges a complaint within forty-eight hours and redresses it within one month. Write to that officer first, quoting your order number. If the seller and the marketplace blame each other, name both in your complaint; the commission will sort out who is responsible. Keep the listing screenshot, since listings are often edited later.
Complain to the bank first and keep the complaint number. If the bank rejects the complaint, does not reply within thirty days, or gives an unsatisfactory reply, you can approach the RBI under its Integrated Ombudsman Scheme through the RBI's complaint portal, generally within one year of the bank's reply. The ombudsman route is free and often quick. You can still go to a consumer commission if you prefer, but you should not pursue both for the same grievance at once. For unauthorised electronic transactions, report to the bank immediately, since the RBI's rules limit your liability when you report promptly.
Write to the insurer's grievance cell first. When the insurer sticks to its rejection or does not answer, the next stop is the Insurance Ombudsman for your area; claims must fall within the ombudsman's money ceiling and should normally be lodged within a year of the insurer's last word. Commissions hear insurance disputes too and often examine whether a rejection on grounds such as non-disclosure was justified on the facts.
Homebuyers in registered projects can approach the State RERA authority, the consumer commission, or both in some situations. In Imperia Structures Ltd. v. Anil Patni (2020) the Supreme Court made clear that having a RERA remedy does not take away the right to complain to a consumer commission. Which route suits you depends on what you want: RERA can order interest for delay and compliance with the project, while commissions often award refunds with interest and compensation. See the property law guide.
Medical services for a fee are covered, as the Supreme Court held in Indian Medical Association v. V.P. Shantha (1995). Medical negligence complaints usually need an independent expert opinion to show that the treatment fell below accepted standards, not merely that the outcome was bad. Request the complete case file from the hospital in writing first; hospitals are expected to provide records on request.
Claim through the airline's grievance process first, citing the civil aviation requirements on refunds, cancellations and denied boarding. Booking platforms are also responsible for refunds they collected. Unresolved disputes go to the commission like any other service.
Commissions have held that private coaching centres and similar commercial training providers can be held to their promises on refunds and services. Disputes about the conduct of examinations by universities and boards are a different matter, and the Supreme Court has held in several cases that such statutory functions are not a service under consumer law. Check which kind of body you are dealing with.
These sectors have their own grievance machinery: the telecom provider's appellate authority, and for electricity the distribution company's grievance forum and the electricity ombudsman. They are free and designed for exactly these disputes.
The first listing is about one question: will the commission take the case up? The law asks it to decide admissibility within twenty-one days of filing, and if it does not, the complaint is deemed admitted. The commission may ask you to explain jurisdiction or limitation before admitting. A complaint cannot be rejected without hearing the complainant.
Once admitted, the commission sends notice to the opposite party with a copy of the complaint, asking it to reply within thirty days, extendable by a further fifteen days. In New India Assurance Co. Ltd. v. Hilli Multipurpose Cold Storage (2020), five judges of the Supreme Court ruled that forty-five days is the outer limit, and no commission can give the company more time than that. A company that misses the deadline may lose the right to file a reply.
You may be given time to file a rejoinder answering new points raised in the reply. Keep it short and focused on what the company actually alleged.
Both sides file their evidence as affidavits with supporting documents. Cross-examination is rare in consumer cases; the commission may allow written questions, called interrogatories, in some cases. If the dispute turns on a technical defect, the commission can send the goods to an appropriate laboratory for testing, at the complainant's cost initially.
Each side files written arguments summarising its case, followed by oral arguments on the final hearing date. You can argue yourself; keep it to the facts, the documents and what you are asking for.
While the complaint is pending, the commission can pass interim orders where justice requires, for example directing a builder not to cancel an allotment or a service provider not to disconnect a service until the case is decided. Ask for interim relief in a separate application, explaining the urgency and the harm that would follow without it.
The commission passes a written order. It may direct refund, replacement, repair, compensation, interest and costs, or dismiss the complaint. Orders are uploaded on e-Jagriti, and you can obtain a certified copy.
Inform the commission in advance, through the portal or an authorised representative. Repeated absence by the complainant can lead to dismissal for default, though the commission may restore the complaint on good cause.
| Objection | What it means | Usual answer |
|---|---|---|
| Commercial purpose | The goods or service were for business, so the buyer is not a consumer | Show personal use, or use exclusively to earn a livelihood by self-employment |
| Time-barred | Filed more than two years after the cause of action | Show the continuing nature of the problem or the date of final refusal, or seek condonation with reasons |
| Arbitration clause | The contract says disputes go to arbitration | The Supreme Court held in Emaar MGF Land Ltd. v. Aftab Singh (2018) that an arbitration clause does not bar a consumer complaint |
| No jurisdiction | Wrong commission or wrong place | Point to the value paid and to your residence or place of work under the 2019 Act |
| Free service | No consideration was paid | Show payment, including payment through a bundled price or by someone on your behalf |
| Fine print excludes liability | Terms and conditions limit or deny the claim | Unfair contract terms can be declared void under the 2019 Act; exclusion clauses are read strictly against the company |
| Complex facts need a civil court | The dispute needs detailed evidence | Commissions decide most disputes on documents and affidavits; complexity alone does not oust them |
At the first hearing or later, if there is a chance of settlement and both sides agree, the commission can refer the dispute to a mediation cell attached to it. Mediation is confidential, and anything said there cannot be used against you if it fails. If a settlement is reached, the terms are put in writing, signed, and the commission passes an order recording them; no appeal lies against such an order. If mediation fails, the complaint simply continues. For many everyday disputes, such as refunds or repairs, mediation produces a result in weeks instead of months.
Most companies comply with an order within the time it gives, commonly thirty or forty-five days. When they do not, the 2019 Act gives you two tools.
Section 71 treats a commission's order like a civil court decree for the purpose of enforcement. You file an execution application before the commission that passed the order, with a copy of the order and details of non-compliance. The commission can attach the company's property or bank accounts to recover the amount.
Under Section 72, ignoring a commission's order is a separate offence: the person responsible can be jailed for between one month and three years, fined between ₹25,000 and ₹1 lakh, or both. Filing under this provision often produces quick payment from companies that had ignored the order.
If the order provides interest for delay, calculate it carefully from the date stated in the order to the date of payment, and include it in the execution application.
When the company pays, whether by cheque, bank transfer or demand draft, keep the proof and check that the amount includes any interest and costs ordered. If only part is paid, write to the company pointing out the shortfall, and include the balance in an execution application if it is not cleared. Once you are fully paid, inform the commission if an execution application is pending so that it can be closed.
Recovery becomes difficult if the company is wound up or insolvent. Claims may have to be lodged in the insolvency process. This is one more reason to act early when a business looks shaky.
| From | To | Time limit | Deposit by appellant company |
|---|---|---|---|
| District Commission | State Commission | 45 days from the order | 50 per cent of the amount ordered |
| State Commission (original complaint) | National Commission | 30 days | 50 per cent of the amount ordered |
| National Commission (original complaint) | Supreme Court | 30 days | 50 per cent of the amount ordered |
The deposit requirement applies when the person against whom compensation was ordered appeals, which in practice is usually the company. Delay in filing an appeal can be condoned on sufficient cause. A State Commission's order in an appeal from a District Commission can be challenged before the National Commission by revision on limited grounds. Appeals are also filed through e-Jagriti.
If the company appeals, you will receive notice from the higher commission and should respond within the time given. The deposit made by the company is often released to the consumer once the appeal is decided in the consumer's favour.
Section 39 of the 2019 Act lists the orders a commission can make when it finds in your favour. Asking for the right ones in your prayer matters, because a commission rarely grants what was never asked for.
Where loss is suffered by a large number of consumers who are not identifiable, the commission can direct a sum to be paid into a consumer welfare fund.
Companies often make offers once a complaint is filed or a notice arrives. Some are fair; some are designed to make you go away cheaply. A few questions help.
If you settle while a complaint is pending, have the settlement recorded by the commission, either through its mediation cell or by filing the terms, so that it can be enforced like an order.
Commissions are expected to be accessible to everyone. Senior citizens and persons with disabilities can ask for an early hearing or for hearing by video conference, and can be represented by a family member or authorised representative with the commission's permission. Consumers living abroad can file through e-Jagriti and authorise someone in India to appear. Where a consumer has died, the legal heirs can continue the complaint by applying to be brought on record.
This is an illustration, not a real case, to show how the steps fit together.
The problem. Meera, a teacher in Jaipur, buys a laptop online for ₹68,000. Five weeks later the screen begins to flicker. The authorised service centre replaces a cable; the problem returns. After a third visit in four months, the centre says the motherboard is faulty but a replacement part will take "four to six weeks". Two months later, nothing has happened.
The ladder. Meera emails the brand's customer care, then the grievance officer named on its website, attaching the three job sheets. She registers a grievance on the National Consumer Helpline. The brand offers an extended warranty but not a replacement. She sends a short legal notice to the brand and the marketplace asking for a replacement or refund within fifteen days. No useful reply comes.
The complaint. She drafts a complaint naming the brand and the service centre as opposite parties, and the marketplace too because it sold the laptop. Her annexures: invoice, warranty card, three job sheets, emails to customer care and the grievance officer, the helpline docket, the notice and its delivery proof. She asks for refund of ₹68,000 with interest, ₹25,000 for inconvenience and loss of work, and costs. Because the price paid is under five lakh rupees, there is no fee. She files on e-Jagriti before the Jaipur District Commission, since she lives there.
The hearings. The commission admits the complaint and issues notice. The brand replies that the defect was caused by misuse. Meera's rejoinder points out that the job sheets record a manufacturing fault and say nothing about misuse. Both sides file affidavits. At the second hearing the commission suggests mediation; the brand offers a replacement but no compensation, and Meera declines.
The order. Some months later the commission holds that repeated failure to repair within a reasonable time is a deficiency in service, directs refund of the price with interest at a stated rate, awards modest compensation and costs, and gives forty-five days to pay. The brand pays within the time.
What could have gone wrong. Without the job sheets, the brand's claim of misuse would have been harder to answer. Had she waited three years, the complaint might have been out of time. Had she claimed several lakh rupees in compensation for a ₹68,000 laptop, she would have looked unreasonable, and the commission would likely have awarded much the same amount anyway.
What made it work. Every visit and every email was documented; the job sheets themselves showed the defect; she gave the company a fair chance before filing; and her claim was reasonable.
The 2019 Act added a separate chapter on product liability. If a defective product or deficient service causes you harm, such as injury, illness, property damage or mental agony, you can claim compensation not only from the seller but from the manufacturer or service provider, under defined conditions. A manufacturer is liable if the product had a manufacturing defect, a design defect, deviated from specifications, did not conform to an express warranty, or lacked adequate instructions or warnings. The claim is filed before the same consumer commissions, and you should describe the harm and attach medical or repair evidence.
The Central Consumer Protection Authority deals with violations of consumer rights, unfair trade practices and false or misleading advertisements that affect consumers as a class. It can investigate, order recalls, refunds and discontinuation of advertisements, and impose penalties, including on endorsers in some cases. You can send a complaint to the authority by email or post, or through the National Consumer Helpline, especially where many consumers are affected. This does not replace your individual complaint for compensation, which still goes to the commission.
If a product turns out to be hazardous, the authority can order its recall and the reimbursement of buyers. Keep an eye on recall notices for vehicles and appliances you own, and register your products with the manufacturer where possible so that you are told directly.
The authority has issued guidelines on dark patterns, the design tricks that push online users into choices they did not intend, such as hidden charges, false urgency, forced subscriptions and pre-ticked add-ons. One of the stories on our legal news page covers a penalty for asking for a tip before a ride. If you see such a practice, note it with screenshots and report it.
For advice on your situation, post your matter and a consumer advocate whose enrolment we have checked will ring you back; there is no charge to you from Mara Vakil. For the broader law, read the consumer law guide, and if you are in Delhi, see consumer cases in Delhi.
No. You can file and argue your own case. An advocate helps in larger, technical or appellate matters.
There is no fee for complaints up to five lakh rupees under the current rules, and modest fees above that.
Two years from the cause of action, with delay condonable for sufficient reason.
Yes. E-commerce sellers and platforms are covered, and the Consumer Protection (E-Commerce) Rules, 2020 apply.
Commissions can award compensation for mental agony and harassment in suitable cases.
The Act sets target timelines, but actual time depends on the Commission's workload and whether the opposite party contests.
Related pages:
More guides:
This page gives general information about Indian law. It is not legal advice and is not an advertisement or solicitation by any advocate. Laws and court practice change; confirm the position for your case with an advocate before acting. Mara Vakil is a technology platform, not a law firm. Read our disclaimer.
e-Jagriti, the Department of Consumer Affairs platform that brought together the earlier e-Daakhil filing portal and case management systems from 1 January 2025.
No. The law does not require one. It is still worth sending, because companies often settle after receiving it and it proves you tried to resolve things first.
Yes. The 2019 Act allows filing where the complainant lives or personally works for gain.
No. The value of goods or services paid as consideration decides the commission.
Thirty days, extendable by fifteen days. The Supreme Court has held that the total cannot exceed forty-five days.
No. A clause sending disputes to arbitration does not stop you from going to a consumer commission; the Supreme Court settled this in a 2018 case against a builder, Emaar MGF.
Homebuyers may have both remedies. The Supreme Court said in Imperia Structures (2020) that RERA does not shut the door on the consumer commission.
Either can work. The RBI ombudsman is free and quick for banking complaints after you have complained to the bank. Do not pursue both for the same grievance at the same time.
The commission may adjourn or, after repeated absence, dismiss for default. It can restore the complaint if you show good cause.
Yes. Where a defect needs technical proof, the commission can send the goods to a laboratory.
Yes. With both parties' consent, the commission can refer the dispute to its mediation cell. A settlement is recorded as an order.
File for execution under Section 71, and consider a complaint under Section 72, which makes non-compliance punishable.
Forty-five days from the date of the order, with delay excused only for sufficient cause.
Yes. An appeal by the party ordered to pay requires a deposit of fifty per cent of the amount ordered.
Yes. The product liability chapter of the 2019 Act allows claims against the manufacturer, seller or service provider for harm caused.
To the Central Consumer Protection Authority, directly or through the National Consumer Helpline.
Yes, for paid services. Medical negligence complaints usually need an independent expert opinion.
Yes. A person who uses goods with the buyer's approval is also a consumer.
Yes. Consumers with the same interest can file a complaint on behalf of all with the commission's permission.
Yes, if it is safe, until the case ends, because the commission may order testing.
Usually from the last failed repair or the final refusal to repair or replace, though commissions decide on the facts.
State and National Commissions can declare unfair contract terms void. All commissions read one-sided terms strictly against the company.
A table of events in order, each with the supporting annexure number, filed with the complaint.
File an application for condonation of delay stating the number of days and the reasons for each period of delay, with proof.
Ask for a bill, complain to the State legal metrology department, and you can also file a consumer complaint.
Commissions can award punitive damages in appropriate cases, usually where the company's conduct was serious or wilful.
Yes. If a complainant dies, the legal heirs can apply to be brought on record and continue the case.
Yes. Senior citizens and persons with disabilities can request early or video hearings.
Consider whether it fixes the problem and covers your costs, and accept only in writing with a payment date, ideally recorded by the commission.
No. Under the 2019 Act the fee and the commission level depend on the value of goods or services paid, not on the compensation claimed.
Yes. File a separate application explaining the urgency, for example to stop a builder cancelling an allotment while the case is pending.
The order or account number, short facts, the problem with earlier ticket numbers, the remedy you want, a deadline and attachments.
Free, enrolment-checked profile. Client requests in your practice area, no commission on your fees, a free case diary and your court group. Apply in about 10 minutes.