How to File a Complaint in Consumer Court in India

Have you bought a gadget that stopped working within days? Or faced a refund that an airline, e-commerce site or insurance company simply refused to give? Most people shrug and take the loss, thinking that going to court means lawyers, fees and years of waiting. In reality, Indian law has a special, low-cost route for exactly these situations: the Consumer Commissions under the Consumer Protection Act, 2019.

In this guide, we explain who can file a complaint, which commission to approach, how much it costs, the time limit, and how to file online step by step. We have also kept the information current: the online filing portal is now e-Jagriti, which has replaced the older e-Daakhil portal.

Quick Answer: If you bought goods or services for personal use and they were defective or deficient, you can file a complaint within 2 years. Claims up to Rs. 5 lakh have no filing fee. Most people can file online at e-jagriti.gov.in from home, and a lawyer is not compulsory.

Contents

• Who Is a "Consumer"?
• Grounds for a Consumer Complaint
• Which Commission Should You Approach?
• Time Limit for Filing
• Before You File: Prepare Your Case
• Filing Fees
• How to File Online on e-Jagriti
• What Happens After Filing?
• What Relief Can You Get?
• Appeal Against an Order
• Landmark Supreme Court Judgments
• FAQs

Who Is a "Consumer"?

Under Section 2(7) of the Act, a consumer is a person who buys goods or hires or avails services for a consideration (paid, promised or partly paid), and uses them for personal purposes. This covers purchases made offline and online, including through e-commerce platforms, teleshopping and direct selling.

Who is not a consumer? A person who buys goods for resale or for a commercial purpose is generally not treated as a consumer. Someone who avails a service free of charge, or under a contract of personal service, is also outside the Act.

Grounds for a Consumer Complaint

You can approach a Consumer Commission if you face problems such as:

• Defective goods: the product is faulty, unsafe or does not match the promised quality or specifications.
• Deficiency in service: poor or delayed service by banks, insurance companies, telecom operators, couriers, airlines, builders or hospitals. (See our guide on medical negligence in India.)
• Unfair trade practices: false or misleading advertisements, refusing to take back defective goods or refund money, or hiding information.
• Overcharging: charging more than the displayed price or the maximum retail price (MRP).
• Product liability: injury or damage caused by a defective product or service.
• Unfair contracts: one-sided terms, for example excessive penalties or unreasonable cancellation charges.

Which Commission Should You Approach?

India has a three-tier system: District, State and National Commissions. Which one you approach depends on the value of the goods or services you paid for (the consideration), not on the compensation you demand.

Commission	Value of Goods/Services Paid
District Commission	Up to Rs. 50 lakh
State Commission	Above Rs. 50 lakh, up to Rs. 2 crore
National Commission	Above Rs. 2 crore

Where can you file? (Territorial jurisdiction)

Under the 2019 Act, you are not forced to travel to the seller's city. Under Section 34(2), you can file in the commission where:

• you live or work for gain (a major benefit introduced by the 2019 Act), or
• the seller or service provider lives or carries on business, or
• the cause of action arose, even partly.

Time Limit for Filing

Under Section 69, a complaint must be filed within 2 years from the date the cause of action arises, for example the date of the defective delivery or the refusal of refund. The Commission can accept a late complaint if you give a sufficient reason for the delay, but you should never depend on this.

Before You File: Prepare Your Case

Keep your proofs safe. Without proof of purchase, it becomes very hard to establish a consumer dispute. Preserve everything, even screenshots.

1. Collect documents: tax invoice or bill, payment proof, warranty or guarantee card, delivery receipt, photos or videos of the defect, and emails or chats with customer care.
2. Complain to the company first in writing (email or through their grievance officer) and keep the complaint number.
3. Use the National Consumer Helpline (1915) for pre-litigation help. Many disputes get settled after the company receives a complaint here.
4. Send a legal notice (optional but very useful). It is not compulsory under the Act, but a registered-post or email notice giving 15 to 30 days to resolve the issue shows that you tried to settle the matter, and often makes the company respond.
5. Calculate your claim: the refund or replacement, plus compensation for mental agony and litigation costs, if applicable.

Filing Fees

The fee depends on the value of goods or services paid. For the District Commission, the fees under the Consumer Commissions Rules, 2020 are:

Value of Goods/Services	Fee
Up to Rs. 5 lakh	Nil (no fee)
Above Rs. 5 lakh, up to Rs. 10 lakh	Rs. 200
Above Rs. 10 lakh, up to Rs. 20 lakh	Rs. 400
Above Rs. 20 lakh, up to Rs. 50 lakh	Rs. 1,000

Fees at the State and National Commissions are higher. Fee rules can be revised, so please check the current amount on the portal before paying.

How to File Online on e-Jagriti

The government's online platform for consumer complaints is e-Jagriti (e-jagriti.gov.in). It brings together the earlier e-Daakhil and other case management systems, and lets you file, pay the fee, upload documents and track your case from anywhere. Consumers in villages can also take help from a Common Service Centre (CSC).

Step-by-step process

1. Register on e-Jagriti with your mobile number and email, and verify with the OTP.
2. Create your profile after logging in, with your name, address and contact details.
3. Start a new complaint and select the correct commission (District, State or National) and your location.
4. Add details of the opposite party: the company or seller's name, address and email.
5. Write the facts in short, clear paragraphs in date order: what you bought, what went wrong, what you did to solve it, and how the company responded.
6. State the relief you want: refund, replacement, repair, compensation and costs.
7. Upload documents such as bills, warranty, photos, chats and your legal notice, in the file formats the portal accepts.
8. Pay the fee online (if applicable) and submit. Note down your diary or case number.

Tip: Keep the complaint factual and to the point. Avoid emotional language. A clear timeline with documents attached is more convincing than a long story.

What Happens After Filing?

• Admissibility: The Commission decides whether to admit your complaint within 21 days. If it does not decide in this time, the complaint is treated as admitted.
• Notice: The opposite party gets a notice and has 30 days to reply, which can be extended by up to 15 days.
• Mediation: The Commission can refer the dispute to mediation if both sides agree, which often settles matters faster.
• Hearing: Both sides present evidence. Hearings can also be held through video conferencing.
• Order: The law aims to decide complaints within about 3 months, or 5 months if the goods need laboratory testing. In practice, the time can vary from court to court.

You do not need to hire a lawyer. You can present your case yourself or through an authorised representative. For a complicated or high-value case, a lawyer is helpful, and if you cannot afford one, you may be eligible for free legal aid from your District Legal Services Authority.

What Relief Can You Get?

If the Commission finds in your favour, it can order the company to:

• refund the price you paid, with interest in many cases
• replace the defective goods or remove the defect
• remove the deficiency in service
• pay compensation for loss, injury and mental agony
• pay litigation costs, and in suitable cases punitive damages
• stop the unfair trade practice or withdraw a misleading adve