Consumer · 8 min read
How to file a consumer complaint (Consumer Protection Act, 2019)
Pecuniary jurisdiction, contents of the complaint, online filing through e-Daakhil, evidence and reliefs available — including against e-commerce platforms.
The Consumer Protection Act, 2019 protects consumers against defective goods, deficient services, unfair trade practices, misleading advertisements and unfair contracts. It applies to offline and online transactions, including e-commerce.
Complaints are filed before the District, State or National Commission depending on value, and may also be filed online through the e-Daakhil portal.
Who this guide helps
Is this for you?
- Buyers of defective goods or deficient services
- Patients facing medical negligence
- Home-buyers facing delayed possession or defective construction (subject to RERA)
- Online shoppers facing non-delivery, fake products or refund disputes
Governing law
Legal basis
- Consumer Protection Act, 2019 — substantive rights and forums
- Consumer Protection (E-Commerce) Rules, 2020
- Consumer Protection (Mediation) Rules, 2020
Step by step
The procedure
- 01
Send a written complaint to the seller / service provider
Most disputes resolve faster after a clear written complaint by email and registered post — describing the defect/deficiency, the transaction details, and the relief sought, with a reasonable deadline.
- 02
Identify the right forum
District Commission — value up to Rs. 50 lakh; State Commission — Rs. 50 lakh to Rs. 2 crore; National Commission — above Rs. 2 crore. Value means amount paid + compensation claimed.
- 03
Identify territorial jurisdiction
The complaint may be filed where the opposite party resides or conducts business, or where the cause of action arose, or — under the 2019 Act — where the complainant resides or works.
- 04
Draft the complaint
Include parties, facts, transaction details, the deficiency or unfair trade practice, the legal grounds, and the relief claimed (refund, replacement, compensation for loss/injury, removal of defect, discontinuance of unfair practice, punitive damages).
- 05
File online through e-Daakhil
Use https://edaakhil.nic.in/ to file complaints online and pay fees. Physical filing remains available.
- 06
Mediation (optional)
The Commission may refer the matter to mediation under the 2020 Rules at any stage — a faster, confidential route.
- 07
Hearing, evidence and order
Notice is issued; reply, rejoinder and evidence by affidavit are filed; arguments are heard; order follows. Appeals lie to the next higher Commission within prescribed limitation.
Checklist
Documents to keep ready
- Invoice / order confirmation / payment proof
- Warranty card and product packaging where relevant
- Photographs / videos of the defect; medical records (if injury)
- All correspondence with the seller / service provider
- Identity & address proof
What to expect
Indicative timeline
- District Commission: typically 6–18 months for disposal in straightforward cases
- Mediation route: often within 3–4 months
- Appeals: 3–9 months depending on the forum
Money matters
Cost components
- Filing fees — modest, slabs prescribed by Rules
- Counsel fee — agreed in writing
- Out-of-pocket: copies, courier, expert reports if any
Indicative only. Actual outflow depends on the forum, valuation and scope of work.
Avoid these
Common pitfalls
- Wrong pecuniary jurisdiction — leads to return of complaint
- Filing beyond limitation (two years from cause of action) without condonation
- Skipping a written demand — weakens evidence of deficiency
- Vague reliefs — quantify what you are claiming and on what basis
From the chambers
Practical tips
- For online purchases, capture the listing screen and reviews at the time of order
- Keep all packaging until the dispute is resolved
- Mediation can deliver faster outcomes — keep an open mind
Questions we hear
Frequently asked
Can I claim compensation for harassment?
Yes — the Commission can award compensation for harassment, mental agony and litigation cost in addition to refund / replacement.
Are e-commerce platforms liable?
Inventory-based platforms are directly liable; marketplaces have specific obligations under the E-Commerce Rules and may be liable for non-compliance.
This guide is general information, not legal advice. The applicable law and procedure may vary depending on the facts of your matter and amendments enacted from time to time.