How to File a Consumer Complaint in India (Consumer Protection Act, 2019)

What counts as a consumer complaint

A defective product, a service that wasn't delivered as promised, a denied or delayed refund, unfair trade practices, or misleading advertising all qualify. This applies to purchases made in person, online, or through an app — e-commerce transactions are explicitly covered under the 2019 Act.

Step 1: complain to the seller first, in writing

Email or raise a support ticket with the seller or service provider before escalating. Keep every reply (or note the lack of one) — this becomes part of your record and shows you gave the business a fair chance to fix the problem.

Step 2: call the National Consumer Helpline (1915)

The helpline offers free guidance and, in many cases, mediates directly with the company before you need to file anything formal. It's worth trying before you go to a Commission — a large share of complaints get resolved at this stage.

Step 3: file at e-Daakhil

If the issue isn't resolved, file online at e-Daakhil (edaakhil.nic.in), the official e-filing portal for consumer commissions. You'll need your invoice or order confirmation, proof of payment, any correspondence with the seller, and your ID proof. Where you file depends on the claim value: under ₹50 lakh at the District Commission, ₹50 lakh–₹2 crore at the State Commission, above ₹2 crore at the National Commission.

What you can actually ask for

Relief can include a refund, replacement, compensation for loss or mental agony caused by the deficiency, and your litigation costs. Be specific about what you want when you file — vague complaints are harder to resolve quickly.

Know your deadline

You have two years from the date the problem occurred (the 'cause of action') to file under the Consumer Protection Act, 2019. Filing sooner is always better — memories fade and records get harder to produce over time.

Frequently asked questions