Consumer Complaint Filing
A consumer complaint is your case before a Consumer Commission when goods are defective or a service falls short. Under the Consumer Protection Act, 2019, you file within two years of the cause of action, online on the e-Jagriti portal, before the District, State or National Commission depending on what you paid. We draft the complaint for your review and get the evidence in order.
What it is
A consumer complaint is a written case against a seller, manufacturer or service provider, filed before a Consumer Disputes Redressal Commission. The Commission can order a refund, a replacement, compensation and even punitive damages under Section 39 of the Consumer Protection Act, 2019.
Section 35(1) allows the complaint to be filed electronically. Since 1 January 2025, e-Daakhil and the older case systems have been folded into one national portal, e-Jagriti, where you file, pay the fee and track the case.
You must be a “consumer” under Section 2(7): someone who bought goods or hired a service for consideration. Buying for a commercial purpose is excluded, but goods used only to earn a living by self-employment still count.
Who it applies to
You bought something defective
A phone, appliance or vehicle that fails and is not repaired or replaced as promised.
A service let you down
Delayed flat possession, a refused insurance claim, wrong bank charges, a botched course or a cancelled booking with no refund.
You use it to earn a living
A tailor’s sewing machine or a cab driver’s car bought to earn a livelihood still qualifies, under the explanation to Section 2(7).
Why it matters
Pay little or nothing to file
Filing is free up to ₹5 lakh and at most ₹1,000 at the District Commission, and you can sign the complaint yourself.
File close to home
At the District level, Section 34(2) lets you file where you live or work for gain, even if the seller is elsewhere.
Get orders that bite
Ignoring a Commission’s order is punishable under Section 72 with imprisonment of one month to three years, or a fine of ₹25,000 to ₹1 lakh, or both.
Which commission hears your complaint
The forum depends only on the value of the goods or services paid as consideration, not on the compensation you claim. The current limits come from the 2021 rules on pecuniary jurisdiction:
| Commission | Value paid as consideration |
|---|---|
| District Commission | Up to ₹50 lakh |
| State Commission | Above ₹50 lakh and up to ₹2 crore |
| National Commission | Above ₹2 crore |
Here is the catch: people often add the compensation to the price and pick the wrong forum. If you paid ₹45 lakh for a flat and claim another ₹20 lakh in compensation, the case still belongs at the District Commission.
Documents required
Proof of purchase
- Invoice, receipt or booking confirmation
- Payment proof: bank statement, UPI or card record
- Warranty card or agreement
Proof of the problem
- Photos, job cards or inspection reports
- Emails, chats and complaint numbers
- Any legal notice sent and the reply
For filing
- ID and address proof of the complainant
- Correct name and address of the opposite party
- Affidavit supporting the complaint
How it works
Check eligibility, limitation and forum
We confirm you are a consumer, that you are within two years, and which Commission has jurisdiction.
Send a notice first, if useful
A notice is not required by the Act, but it often settles the matter and shows the Commission you gave the seller a chance. We can prepare a legal notice for an advocate to sign and send.
Draft the complaint
We set out the facts, the defect or deficiency, the reliefs claimed and an index of documents. Picture a Faridabad family whose new refrigerator failed within warranty while the service centre kept closing the ticket. The complaint lays out each visit and each ticket number in date order. You review and sign it as the complainant.
File on e-Jagriti
The complaint, affidavit and documents are uploaded and the fee paid online. The Commission ordinarily decides admission within 21 days under Section 36(3).
Answer the reply and attend hearings
The opposite party gets 30 days to reply, extendable by up to 15 days, under Section 38(2)(a). If you want representation at hearings, a practising advocate appears for you.
Timelines
File within two years
Section 69(1): from the date the cause of action arose. Delay can be condoned only for sufficient cause, with reasons recorded.
Know the three-to-five-month target
Section 38(7) asks the Commission to decide within three months of notice, or five months if goods need testing.
Appeal within 45 days
Appeal from a District Commission to the State Commission within 45 days under Section 41, after depositing 50% of the amount ordered.
What happens if you wait too long
The complaint can be rejected
Section 69 bars a complaint filed after two years unless the Commission accepts your reason for the delay.
Evidence goes missing
In practice, chats get deleted and job cards go missing. A late complaint is a weaker complaint.
The seller moves on
A Palwal dealer that shuts shop, or a builder that changes its address, is harder to serve and harder to recover from.
Frequently asked questions
What is the time limit for filing a consumer complaint?
Two years from the date the cause of action arose, under Section 69(1) of the Consumer Protection Act, 2019. If you are late, you can ask the Commission to condone the delay, but you must show sufficient cause and the Commission records its reasons. For a continuing problem, such as a flat never handed over, the date needs careful working out. We check your dates before anything is drafted.
Which Consumer Commission hears my case?
It depends on what you paid. The District Commission hears complaints where the consideration paid is up to ₹50 lakh, the State Commission above ₹50 lakh up to ₹2 crore, and the National Commission above ₹2 crore. The compensation you claim does not change the forum. At the District level, you can file where you live or work, under Section 34(2). We confirm the forum first.
Can a consumer complaint be filed online?
Yes. Section 35(1) allows electronic filing, and since 1 January 2025 complaints are filed on e-Jagriti, the national portal that absorbed e-Daakhil. You register, upload the complaint, affidavit and documents, and pay the fee online. The case number and hearing dates then show on the portal. We prepare the files in the format the portal accepts, so the upload goes through first time.
What is the fee for a consumer complaint?
Nothing if the consideration paid is up to ₹5 lakh. Under Rule 7 of the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020, the District Commission fee is ₹200 for ₹5–10 lakh, ₹400 for ₹10–20 lakh and ₹1,000 for ₹20–50 lakh. Fees at the State and National Commissions are higher. The fee is small next to the amount at stake.
Is a lawyer needed to file a consumer complaint?
No, you can sign and file the complaint yourself as the complainant. Most people still want help, because the complaint must state the facts, the deficiency and the reliefs clearly, with documents indexed. We draft it for your review. If you want someone to argue at the hearings, a practising advocate can appear for you; we coordinate the papers with them.
What can the Commission order?
Section 39 lists the reliefs. They include replacing the goods, refunding the price and paying compensation, and the Commission also has power to award punitive damages where it thinks fit. The complaint should ask for each relief you want, with the basis for the amount. We help you frame the claim so nothing is left out.
How long does a consumer case take?
Section 38(7) asks the Commission to decide within three months of the opposite party receiving notice, or within five months where goods need testing. Admission is ordinarily decided within 21 days under Section 36(3), and the reply is due in 30 days plus up to 15 more. Actual time depends on the Commission’s workload, and a complete file cuts adjournments.
Can a business file a consumer complaint?
Rarely. Section 2(7) excludes anyone who buys goods or avails services for a commercial purpose, such as resale. Goods used by a person only to earn a livelihood by self-employment still count. A trading company with a supplier dispute usually goes to a civil court instead. For a bounced payment, a cheque bounce notice may be the faster remedy. We tell you which route fits.
What if the seller ignores the order?
Non-compliance is an offence. Under Section 72, failing to comply with a Commission’s order is punishable with imprisonment of one month to three years, or a fine of ₹25,000 to ₹1 lakh, or both. The Commission itself tries the offence, summarily. If the seller still does not pay, we help you take the next step before the same Commission.
What it costs
Our fee plus the government fee that applies to your case, quoted before you commit. Tell us the situation and we will price it exactly.
| Consideration paid (District Commission) | Filing fee |
|---|---|
| Up to ₹5 lakh | Nil |
| Above ₹5 lakh up to ₹10 lakh | ₹200 |
| Above ₹10 lakh up to ₹20 lakh | ₹400 |
| Above ₹20 lakh up to ₹50 lakh | ₹1,000 |
Source: Rule 7, Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020. Higher fees apply at the State and National Commissions.
Ready to begin?
Send us the invoice and the trail of complaints, and we will tell you where to file and draft your consumer complaint.