How to File a Consumer Complaint in India: Step-by-Step Guide

Filing a consumer complaint is a fundamental right of every individual in India. The Consumer Protection Act, 2019 empowers consumers to seek justice against unfair trade practices, defective goods, or deficient services. This article provides a step-by-step guide on how to file a consumer complaint, ensuring that your legal rights are protected.

1. Understanding the Consumer Complaint

A consumer complaint is a formal petition filed by a consumer to seek redressal for grievances against a seller, service provider, or manufacturer. Common issues include:

Defective or substandard products
Poor services or deficiency in service
Overcharging or unfair trade practices
Breach of warranty or guarantee

2. Identify the Appropriate Forum

India has a three-tier consumer redressal system:

District Consumer Disputes Redressal Commission (DCDRC) – Handles complaints up to ₹1 crore.
State Consumer Disputes Redressal Commission (SCDRC) – Handles complaints above ₹1 crore but less than ₹10 crore.
National Consumer Disputes Redressal Commission (NCDRC) – Handles complaints above ₹10 crore or appeals from SCDRC.

3. Collect Necessary Documents

Before filing a complaint, gather the following documents:

Copy of the purchase bill or invoice
Warranty or guarantee certificate
Correspondence with the seller or service provider
Identity proof (Aadhaar, PAN, Voter ID)
Any evidence supporting your complaint (photos, videos, emails)

4. Draft the Complaint

The complaint should clearly mention:

Name and address of the complainant
Name and address of the opposite party (seller/service provider)
Details of the product/service and the issue faced
Relief or compensation sought
Copies of all supporting documents

5. File the Complaint

You can file the complaint online or offline.

Online Filing:

Visit the National Consumer Helpline Portal
Register using your email ID and mobile number
Upload the complaint along with supporting documents
Pay the prescribed fee (depending on the claim amount)

Offline Filing:

Prepare a printed copy of the complaint
Attach all supporting documents
Submit it to the appropriate consumer forum (District, State, or National)
Pay the required fee via demand draft or online payment

6. Fee for Filing a Complaint

The fee is nominal and depends on the value of the goods/services:

Up to ₹1 lakh – ₹100
₹1 lakh to ₹10 lakh – ₹500
₹10 lakh to ₹1 crore – ₹1,000
Above ₹1 crore – ₹5,000

7. Consumer Forum Proceedings

Once the complaint is accepted, the consumer forum will:

Send a notice to the opposite party
Schedule a hearing date
Allow both parties to present evidence and arguments
Issue an order or judgment

8. Appeal Process

If you are not satisfied with the decision, you can file an appeal:

First Appeal – File to the State Commission within 30 days
Second Appeal – File to the National Commission within 30 days
Further Appeal – In some cases, you can approach the Supreme Court of India

9. Tips for Filing a Successful Complaint

Clearly state your grievance without exaggeration
Keep all documents and evidence organized
Mention previous attempts to resolve the issue directly
Avoid offensive or irrelevant language
Seek professional advice if the case is complex

10. Conclusion

Filing a consumer complaint is a legal right and an effective way to address grievances. By following the steps above, you can ensure your complaint is handled efficiently and fairly. E-jagriti.com aims to provide accurate legal guidance to empower consumers to take action against unfair practices confidently.

How to File a Consumer Complaint in India: Step-by-Step Guide