How to File a Consumer Complaint in India
Under the Consumer Protection Act, 2019, every consumer in India has the right to seek redressal for grievances related to defective goods, deficient services, unfair trade practices, or misleading advertisements. This comprehensive guide walks you through the process of filing a consumer complaint, including who can file, time limits, procedures, and recent case examples.
✅ Who Can File a Consumer Complaint?
According to Section 2(7) of the Consumer Protection Act, 2019, a consumer is:
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Any person who buys goods or avails services for consideration (paid or promised).
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Any person who hires or avails services for consideration.
Not a consumer:
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Anyone buying goods or services for resale or commercial purposes, unless it’s for self-employment (e.g., a tailor buying a sewing machine for livelihood).
Who can file a complaint:
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The consumer directly.
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Any recognized consumer association.
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Multiple consumers with the same interest (class action).
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Central or State Government.
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Legal heirs or representatives of a deceased consumer.
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Parent or guardian of a minor.
This wide ambit ensures that even vulnerable consumers can seek justice through representation.
⏳ Time Limits for Filing a Complaint
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Standard period: Complaints must be filed within 2 years from the date of the incident (purchase, service deficiency, or defect).
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Delayed complaints: The Commission may accept complaints after the 2-year period if there is a valid reason for the delay.
Tip: File at the earliest possible opportunity to avoid procedural hurdles.
📝 Grounds for Filing a Consumer Complaint
You can approach a Consumer Commission for issues such as:
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Defective goods.
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Deficiency in services.
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Unfair or restrictive trade practices.
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Misleading or false advertisements.
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Overcharging or hidden costs.
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E-commerce or online shopping frauds.
🧾 Step-by-Step Guide to Filing a Complaint
1. Filing Offline
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Draft a Complaint Petition: Include your name, address, contact details, summary of the problem, and the relief or compensation sought.
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Attach Supporting Documents: Collect invoices, receipts, contracts, warranties, photographs, emails, or chat records.
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Submit Copies: Submit 3–5 copies along with the prescribed filing fee at the relevant Consumer Commission.
2. Filing Online via E-Daakhil Portal
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Visit the Portal: edaakhil.nic.in
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Register: Create an account using your credentials.
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Submit Complaint: Fill out the online form and upload supporting documents.
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Pay Filing Fee: Complete the payment online.
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Track Your Case: Monitor your complaint and respond promptly to notices.
The E-Daakhil portal is operational in 15 States/UTs and allows consumers to file complaints electronically, upload supporting documents, pay prescribed fees online, and track case status in real-time.
⚖️ Choosing the Right Consumer Forum
The forum depends on the value of your claim:
| Forum | Claim Amount |
|---|---|
| District Commission | Up to ₹50 lakh |
| State Commission | ₹50 lakh to ₹2 crore |
| National Commission | Above ₹2 crore |
💡 Tips for a Successful Complaint
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Gather Evidence: Collect all relevant documents such as purchase receipts, photographs, and correspondence.
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Try Settlements First: Contact the seller or service provider before filing a complaint.
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Be Clear and Concise: Clearly state the issue, the relief sought, and provide supporting evidence.
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Follow Up Regularly: Track your complaint and respond to notices promptly.
📌 Recent Consumer Cases (2023–2025)
Here are some recent cases that highlight the enforcement of consumer rights:
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Ola Electric Ordered to Refund: Shivamogga District Consumer Commission ordered a refund of ₹1.03 lakh plus interest after a faulty e-scooter issue.
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MakeMyTrip Penalized for Overcharging: NCDRC imposed a penalty on MakeMyTrip for charging higher than advertised hotel tariffs.
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Apollo Hospitals Held Liable: Tamil Nadu State Commission directed Apollo Hospitals to pay ₹30 lakh for medical negligence during a surgery.
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Amazon India Faulty Laptop Delivery: District Commission ordered Amazon to refund and compensate a consumer for delivering a defective laptop and denying after-sales service.
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ICICI Lombard Insurance Delay: NCDRC ordered ICICI Lombard to pay interest and compensation for delayed insurance claim settlement.
🧭 Key Takeaway
Filing a consumer complaint in India is straightforward if you know who can file, the time limits, the procedure, and the forum. Proper documentation, clarity in your complaint, and consistent follow-up increase your chances of a successful outcome.
For detailed guidance, templates, and more examples, visit the Public Right Action Network’s guide.
#ConsumerRights #ConsumerProtection #IndiaLaw #LegalHelp #ConsumerComplaint #Edaakhil #KnowYourRights #ConsumerJustice #PublicAwareness
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Amarjeet Singh,
Advocate & Founder, PRAN
Chamber No 536, Patiala House Court, New Delhi (India)
Email: publicrightaction@gmail.com
Mob: +91-9829015812
LinkedIn: https://www.linkedin.com/in/amarjeetpanghal
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