How to File a Consumer Complaint in India: Consumer Protection Act 2019, e-Daakhil, NCH 1915, Jurisdiction, Fees and Timeline

If a company sold you a defective product, charged more than the marked price, delayed a flat, refused an insurance claim or provided poor service, you can seek redress under India's Consumer Protection Act, 2019. The process is designed to be quick, inexpensive and possible without a lawyer. This guide explains how to proceed.

This is general information, not legal, tax or financial advice. Laws, limits and procedures change, and your facts matter. Verify with official sources and consult a qualified lawyer, chartered accountant or adviser before acting.

Who is a consumer and what can you complain about?

A consumer is someone who buys goods or hires services for consideration, other than for resale or commercial purposes. You can complain about:

• Defective goods, or unfair trade practices such as misleading advertisements.
• Deficiency in services, for example by banks, insurers, telecom operators, hospitals, airlines, builders and e-commerce companies.
• Overcharging above the maximum retail price (MRP) or hidden charges.
• Unfair contracts, and sale of hazardous goods.
• Delayed delivery or possession, and refusal of refund or warranty.
• Online shopping disputes, including defective or counterfeit products and failure to deliver.

Step 1: Try to resolve directly

1. Write to the seller or service provider with a clear description, invoice details and your demand (refund, replacement, repair or compensation). Use email so there is a record.
2. Use the company's grievance officer, as mandated for e-commerce and many sectors, and note the complaint number.
3. Allow a reasonable time, such as 15 to 30 days.

Step 2: National Consumer Helpline (NCH)

Call 1915, use the NCH app or portal, or send a WhatsApp message to the helpline number listed on the official site. The NCH convenes with companies to settle many complaints pre-litigation. It is free and often effective, particularly for e-commerce, airlines and banking issues.

Step 3: Legal notice

Send a legal notice if the issue is significant and the earlier steps fail. It can be drafted by you or a lawyer, and should list facts, your demand and a deadline (typically 15 days). Send by registered post or email, and keep proof. A notice is not mandatory for a consumer case, but it helps show that you gave a chance to resolve the dispute.

Step 4: File the complaint

Complaints are filed before the appropriate Consumer Disputes Redressal Commission, based on the value of goods or services paid as consideration, under the rules currently in force:

• District Commission: up to ₹50 lakh.
• State Commission: above ₹50 lakh and up to ₹2 crore.
• National Commission: above ₹2 crore.

Pecuniary limits have changed over time, so check the latest notification. You can file where the opposite party resides or works, or where the cause of action arose, or where you reside or work, which is convenient for consumers.

How to file online with e-Daakhil

1. Visit the official e-Daakhil portal (edaakhil.nic.in) and register with your mobile number and email.
2. Choose the Commission, fill in details of parties, facts, relief sought and value.
3. Upload documents as PDFs: invoice, warranty, photos, correspondence, legal notice and proof of delivery.
4. Pay the fee online.
5. Submit and track the case number and hearing dates on the portal. Hearings may be conducted via video conferencing.

Fees

No fee is charged for complaints up to ₹5 lakh. For higher amounts, fees are graded by claim value, with a maximum for the highest slab. For exact figures, consult the current rules. Court fees are small relative to many civil cases.

Documents and drafting tips

• Invoice, receipt or order confirmation, and payment proof (bank statement or UPI record).
• Warranty card, terms and conditions, brochures or advertisements.
• Photos, videos and expert reports of defects.
• Emails, chats, call records and complaint numbers.
• Legal notice and postal receipts.

Write the facts in order of date, in short numbered paragraphs. State what you want: refund with interest, replacement, compensation for mental agony and litigation costs. Keep the tone factual, not emotional. Make copies and keep your own set.

Time limit

A complaint must generally be filed within two years from the date the cause of action arose. The Commission may condone delay if sufficient cause is shown, but do not rely on that.

What happens next

• The Commission sends notice to the opposite party, who has 30 days (extendable by 15) to respond.
• Mediation may be suggested.
• If not settled, evidence by affidavit and arguments follow. The Act expects decisions within three to five months, but backlogs can make it longer.
• Orders can include refund, replacement, removal of defects, compensation, punitive damages and costs.
• Orders can be appealed to the State or National Commission within 45 days, with a pre-deposit of a percentage of the amount by the party appealing.

Common sectors and tips

• Insurance claims: see health insurance claims and vehicle insurance. Insurance ombudsman is another free route.
• Banking: use the RBI Integrated Ombudsman for deposit and card issues. See banking basics.
• Real estate: for housing projects, RERA authorities are specialised. See RERA guide.
• Online fraud: report to 1930 and the cybercrime portal. See digital payment safety.
• Travel and airlines: check travel insurance for covered delays and cancellations.

Keep bills for everything you buy, especially big-ticket items, and take screenshots of online listings and offers. You can make a strong case with good records.

Frequently asked questions

Do I need a lawyer to file a consumer complaint?

No, you can file and argue on your own.

Is there a fee for small claims?

No fee for claims up to ₹5 lakh.

What is the time limit for filing?

Generally two years from the cause of action.

Where do I file online?

On the e-Daakhil portal.

What is the National Consumer Helpline number?

1915.

Can I complain about online shopping?

Yes, e-commerce disputes come under the Act.

Last reviewed 8 November 2026. Rates, limits and rules change, so confirm figures with the official source before you act.