To file a consumer complaint in India, you submit a written complaint — either on paper or online through the government e-Daakhil portal — to the Consumer Commission that has the correct pecuniary (value-based) and territorial jurisdiction over your dispute. The Consumer Protection Act 2019 governs the process, and you generally have two years from the date the problem (the "cause of action") arose to file. This guide walks through how to file a consumer complaint in India from start to finish: who can complain, which forum to approach, the documents you need, the fees, and what happens after filing.
Consumer disputes are among the most common legal problems Indian households face — a defective product, a service that was never delivered, a misleading advertisement, an unfair charge, or a builder who keeps delaying possession. The good news is that the consumer redressal system is designed to be accessible without a lawyer, though representation often helps in higher-value or contested matters.
What counts as a consumer complaint under the Consumer Protection Act 2019
A "consumer" under Section 2(7) of the Consumer Protection Act 2019 is a person who buys goods or hires services for consideration — but not someone who buys goods for resale or for a commercial purpose (with a narrow exception for those who buy to earn a livelihood through self-employment).
Under Section 2(6), a complaint can be filed for:
- An unfair trade practice or restrictive trade practice (false claims, misleading ads, bait selling).
- A defect in goods purchased.
- A deficiency in services hired or availed (negligence, delay, shortfall).
- Overcharging above the displayed or agreed price (including above MRP).
- Sale of hazardous goods or services that endanger life and safety.
- A product liability action for harm caused by a defective product (a feature introduced by the 2019 Act).
The 2019 Act also expressly covers e-commerce and online purchases, which the older 1986 Act did not address clearly.
Step 1: Send a written demand / legal notice first
Filing a complaint is not always the first step. In most consumer disputes, you should first send a written complaint to the business and, if that fails, a formal legal notice demanding redressal within a stated period (commonly 15–30 days). A notice is not strictly mandatory before filing in the Commission, but it:
- Creates a paper trail showing you gave the opposite party a chance to resolve the issue.
- Often prompts a settlement without litigation.
- Strengthens your case on "deficiency" and on your claim for compensation.
Keep proof of dispatch (courier receipt, email, or registered post acknowledgment).
Step 2: Identify the correct forum — jurisdiction and pecuniary limits
This is the step people get wrong most often. You must file before the right Consumer Commission, and that depends on two things: pecuniary jurisdiction (the value of the claim) and territorial jurisdiction (the place).
Pecuniary jurisdiction (value-based)
The Consumer Protection Act 2019 created a three-tier structure. The pecuniary limits were originally set in 2019 and then revised by notification with effect from December 2021. The figures below reflect the revised (current) limits — always verify the latest notification before filing, as monetary thresholds are amended from time to time.
| Forum | Common name | Pecuniary limit (value of goods/services paid) | Where it sits |
|---|---|---|---|
| District Consumer Disputes Redressal Commission | District Commission | Up to ₹50 lakh | Every district |
| State Consumer Disputes Redressal Commission | State Commission | Above ₹50 lakh and up to ₹2 crore | State capital / benches |
| National Consumer Disputes Redressal Commission | NCDRC | Above ₹2 crore | New Delhi |
Important: After the 2019 Act and a 2023 amendment to the rules, pecuniary jurisdiction is assessed on the value of the goods or services paid as consideration, not on the value of the goods plus the compensation claimed. This was clarified to prevent inflated compensation figures from pushing small disputes into higher forums.
Territorial jurisdiction (place-based)
Under Section 34(2) (District), Section 47 (State) and Section 58 (National) read with the Act, a complaint can be filed where:
- The opposite party actually and voluntarily resides, carries on business, or has a branch office; or
- You, the complainant, reside or personally work for gain — this is a major, consumer-friendly change in the 2019 Act, because earlier you usually had to chase the company to its location; or
- The cause of action (the problem) wholly or partly arose.
This means an online shopper in Bengaluru can usually file locally even if the seller is registered in another state.
Step 3: Draft the complaint
A consumer complaint should be a clear, dated narrative supported by documents. Typical contents:
- Name and address of the complainant and of every opposite party.
- Facts — what you bought, when, the amount paid, and exactly what went wrong, in chronological order.
- The defect or deficiency alleged, and how it breaches the Act.
- The relief sought — refund, replacement, repair, compensation for loss/mental agony, litigation costs.
- A list of documents relied upon.
- A verification / affidavit signed by the complainant.
Attach copies (not originals) of: the invoice/bill, proof of payment, warranty/guarantee card, the legal notice and its reply, screenshots or correspondence, and any photos or expert reports for defective goods.
Step 4: Online filing on the e-Daakhil portal
You no longer need to file only on paper. The e-Daakhil portal (edaakhil.nic.in), run under the Department of Consumer Affairs, allows online filing of consumer complaints across District, State and National Commissions in most states.
The broad online filing flow is:
- Register an account on the e-Daakhil portal and verify your email.
- Accept the disclaimer and start a "New Case".
- Enter complainant and opposite-party details and select the correct District/State Commission (jurisdiction).
- Enter claim value, complaint details and the relief sought.
- Upload the complaint, affidavit, index and supporting documents (usually PDF).
- Pay the fee online and submit; you receive a case/diary number to track the matter.
Some states also have their own portals, and physical filing remains available. Check the portal for your state before assuming online filing is enabled there.
Step 5: Pay the prescribed fee
Consumer complaint fees are deliberately low and scale with claim value. The fee slabs are set by rules and revised periodically; the table below is indicative — confirm the current fee on the portal or with the Commission registry.
| Value of goods/services + compensation claimed | Indicative fee |
|---|---|
| Up to ₹5 lakh | Nil (no fee) |
| Above ₹5 lakh to ₹10 lakh | ₹200 |
| Above ₹10 lakh to ₹20 lakh | ₹500 |
| Above ₹20 lakh to ₹50 lakh | ₹2,000 |
| Above ₹50 lakh to ₹1 crore | ₹4,000 |
Fees are payable by demand draft or, on e-Daakhil, online.
Step 6: What happens after you file
- The Commission admits the complaint and issues notice to the opposite party, who must respond, ordinarily within 30 days (extendable up to 45).
- The matter may be referred to mediation under the 2019 Act if both sides agree.
- The parties file evidence by affidavit and make arguments.
- The Commission passes a final order — it can direct refund, replacement, removal of defect, compensation, or discontinuance of an unfair practice.
- An appeal lies from the District Commission to the State Commission (Section 41), then to the NCDRC (Section 51), and finally to the Supreme Court (Section 67), within the limitation periods specified.
The Act aims for disposal within three to five months (or up to five months where analysis/testing of goods is needed), though in practice timelines vary by Commission workload.
Limitation: file within two years
Under Section 69 of the Consumer Protection Act 2019, a complaint must be filed within two years from the date the cause of action arose. A delayed complaint can still be admitted if the Commission is satisfied there was sufficient cause for the delay, recorded in writing — but do not rely on condonation; file in time.
Comparison: Consumer Protection Act 1986 vs 2019
Many older guides online still describe the 1986 regime. Here is what changed.
| Feature | 1986 Act (old) | 2019 Act (current) |
|---|---|---|
| Where you can file | Mainly where opposite party is located | Also where complainant resides/works |
| Online purchases / e-commerce | Not expressly covered | Expressly covered |
| Online filing | No formal portal | e-Daakhil portal |
| Product liability | No standalone provision | Dedicated Chapter (Sections 82–87) |
| Mediation | Limited | Statutory mediation cells |
| Regulator | None | Central Consumer Protection Authority (CCPA) |
| Action on misleading ads | Weak | CCPA can act against misleading ads and endorsers |
A note on procedure: where a consumer dispute overlaps with a criminal complaint (for example, cheating under what was the Indian Penal Code), remember that the IPC has been replaced by the Bharatiya Nyaya Sanhita (BNS) 2023 and the CrPC by the Bharatiya Nagarik Suraksha Sanhita (BNSS) 2023. Verify the correct current provision before relying on any older section number.
Do you need a lawyer to file a consumer complaint?
No — the consumer forums were designed to be approachable in person, and many complainants appear themselves, especially in straightforward, low-value matters. However, professional drafting and representation can make a real difference where the claim is high-value, the opposite party is well-represented, jurisdiction is contested, or a product-liability or builder-delay issue raises complex facts. To understand how our team approaches these disputes, see our consumer protection law practice page.
Frequently Asked Questions
How do I file a consumer complaint in India online?
Register on the e-Daakhil portal (edaakhil.nic.in), create a new case, enter the parties and claim details, select the correct District or State Commission, upload your complaint and documents, pay the fee online and submit. You will receive a case number to track the matter.
Which consumer forum should I approach?
It depends on value and place. For claims up to ₹50 lakh, go to the District Commission; above ₹50 lakh and up to ₹2 crore, the State Commission; above ₹2 crore, the National Commission (NCDRC). You can file where the opposite party is located, where you reside or work, or where the problem arose.
What is the time limit to file a consumer complaint?
Two years from the date the cause of action arose, under Section 69 of the Consumer Protection Act 2019. The Commission may condone a delay only for sufficient cause recorded in writing.
What does it cost to file a consumer complaint?
Fees are low and scale with claim value. Complaints up to ₹5 lakh generally attract no fee; higher slabs carry modest fees (for example, around ₹200–₹4,000). Confirm the current fee with the portal or registry before filing.
Can I file a complaint against an online seller or e-commerce platform?
Yes. The Consumer Protection Act 2019 expressly covers e-commerce and online purchases, and you can usually file in the Commission where you reside, even if the seller is in another state.
Do I need to send a legal notice before filing?
A prior notice is not strictly mandatory, but a written demand or legal notice is strongly advisable. It gives the business a chance to resolve the issue and strengthens your case on deficiency and compensation.
What can the consumer commission order?
It can direct a refund, replacement, removal of the defect, payment of compensation for loss or mental agony, discontinuance of an unfair trade practice, and litigation costs.
Can I appeal if I lose?
Yes. An appeal lies from the District Commission to the State Commission, then to the NCDRC, and finally to the Supreme Court, within the limitation periods set by the Act.
This article is for general informational purposes only and does not constitute legal advice. Laws change and every situation is different; please consult a qualified advocate about your specific matter.
