by Bought a defective phone, got poor service from a company, or paid for something that was never delivered? You don’t have to accept it. Filing a consumer complaint online in India is now simple, free in most cases, and can be done from your phone. The National Consumer Helpline (NCH) can help you resolve disputes quickly through mediation with companies, and if that doesn’t work, you can approach the Consumer Commission through the e-Jagriti (formerly e-Daakhil) portal without hiring a lawyer.
This guide explains how to file a consumer complaint online through NCH, WhatsApp and the e-Jagriti portal, which commission to approach, fees, documents, time limits, and tips to win your case under the Consumer Protection Act, 2019.
Your Rights as a Consumer
The Consumer Protection Act, 2019 gives every consumer six basic rights:
- Right to safety against hazardous goods and services
- Right to information about quality, quantity, price and standards
- Right to choose from a variety of products at competitive prices
- Right to be heard in appropriate forums
- Right to seek redressal against unfair trade practices and exploitation
- Right to consumer awareness
The law covers both offline and online purchases, including e-commerce platforms, and also services such as banking, insurance, telecom, travel, real estate, education and healthcare.
When Can You File a Consumer Complaint?
- Defective goods (e.g., a new phone or appliance that stops working)
- Deficiency in service (e.g., delayed flight refunds, poor internet service, wrong bank charges)
- Unfair trade practices (e.g., misleading advertisements, fake discounts)
- Restrictive trade practices (e.g., forced purchase of extra products)
- Overcharging above MRP
- Hazardous goods sold without warnings
- Non-delivery or wrong delivery in online shopping
- Refusal to honour warranty or guarantee
Step 1: Contact the Company First
Before filing a consumer complaint, write to the seller or service provider through email, customer care or their grievance officer. E-commerce companies must have a grievance officer whose details are listed on their website. Keep copies of all communication. Many issues get solved at this stage, and if not, this record becomes strong evidence for your case.
Step 2: File a Consumer Complaint With the National Consumer Helpline (NCH)
NCH is run by the Department of Consumer Affairs. It acts as a mediator between consumers and companies, and many companies are “convergence partners” who respond directly through the system.
Ways to Reach NCH
| Channel | Details |
|---|---|
| Toll-free number | 1915 (and 1800-11-4000) |
| 8800001915 | |
| SMS | 8800001915 |
| Website | consumerhelpline.gov.in |
| Mobile app | NCH app and UMANG |
How to File a Consumer Complaint Online on NCH
- Visit consumerhelpline.gov.in and click Register / Login.
- Register with your mobile number and verify with OTP.
- Click Register Grievance.
- Select the state, sector (e-commerce, banking, telecom, etc.), category and company name.
- Enter purchase details: date, amount, order number, mode of purchase.
- Describe the problem clearly and mention what you want (refund, replacement, repair, compensation).
- Upload documents such as bills, screenshots and emails.
- Submit and note the grievance number.
Track the status online. Companies usually respond within a few weeks. If the issue remains unresolved, NCH will advise you on the next step, which is the Consumer Commission.
Step 3: File a Case in the Consumer Commission (e-Jagriti)
If mediation fails, you can file a formal consumer complaint before the Consumer Disputes Redressal Commission. The government has launched e-Jagriti, an integrated online platform that replaced the older e-Daakhil system, allowing consumers to file cases, pay fees and attend hearings online.
Which Commission Should You Approach?
| Commission | Value of goods or services paid |
|---|---|
| District Commission | Up to ₹50 lakh |
| State Commission | Above ₹50 lakh up to ₹2 crore |
| National Commission | Above ₹2 crore |
Note: The jurisdiction is based on the amount paid, not the compensation claimed. You can file in the commission where you live or work, not only where the seller is located.
Fees for Filing
No fee is charged for complaints where the value of goods or services is up to ₹5 lakh. For higher values, a small fee is payable as per the slab notified by the government, which can be paid online.
How to File on e-Jagriti
- Visit the official e-Jagriti portal and register as a consumer with your email and mobile.
- Log in and select File New Case.
- Choose the appropriate commission (District/State/National) and location.
- Enter details of the opposite party (company name and address).
- Write the complaint with facts, dates, deficiency and relief sought.
- Upload documents: bills, warranty card, emails, NCH grievance details, photos.
- Upload an affidavit and memo of parties if required.
- Pay the fee if applicable and submit.
You will receive updates by email and SMS, and hearings may be conducted online or in person.
Time Limit to File a Consumer Complaint
A consumer complaint must be filed within two years from the date the cause of action arose (for example, the date the product failed or the service was denied). Delay can be condoned only with sufficient reasons, so act early.
Documents Needed for a Consumer Complaint
- Bill, invoice or payment receipt
- Warranty or guarantee card
- Order confirmation emails and SMS for online purchases
- Bank or UPI transaction proof
- Photos or videos showing the defect
- Service centre job sheets and repair reports
- Copies of emails, chats and complaint numbers with the company
- NCH grievance number and response, if any
- Advertisement or offer screenshot (for misleading claims)
- ID proof of the complainant
Organise documents in date order. A neat file makes your consumer complaint easier to understand and strengthens your case.
How to Write an Effective Consumer Complaint
- Introduce yourself: Name, address and contact details.
- Describe the purchase: Product or service, date, price, seller details.
- Explain the problem: What went wrong and when.
- List your attempts: Emails, calls, service visits and the company’s responses.
- State the loss: Money lost, inconvenience, mental agony.
- Specify relief: Refund, replacement, repair, compensation and litigation costs.
- Attach evidence: Number each document and refer to it in the complaint.
Use simple language and stick to facts. Avoid emotional or abusive words.
Sending a Legal Notice Before Filing
Although not mandatory, many consumers send a legal notice to the company giving 15 to 30 days to resolve the issue. You can draft it yourself or take help from a lawyer. A legal notice often prompts companies to settle, and it shows the commission that you gave the company a fair chance.
Sector-Wise Tips
E-Commerce
Use the platform’s grievance officer first. Keep screenshots of product pages, offers and delivery status. Under e-commerce rules, platforms must acknowledge complaints within 48 hours and resolve them within one month.
Banking and Insurance
For banking issues, file a complaint with the bank, then with the RBI Integrated Ombudsman on the CMS portal if not resolved in 30 days. For insurance, approach the insurer’s grievance cell and then the Insurance Ombudsman or the Bima Bharosa portal. A consumer complaint in the commission is also an option.
Telecom and Internet
Complain to the operator’s customer care and then to the appellate authority of the operator. NCH can also mediate. For fraud calls and messages, use Sanchar Saathi’s Chakshu feature.
Airlines and Travel
For refunds and delays, complain to the airline, then use the AirSewa portal. NCH and consumer commissions are also available for deficiency in service.
Real Estate
Homebuyers facing delayed possession can approach RERA or the consumer commission, depending on the situation and relief sought.
Electricity and Water
For KSEB or KWA issues in Kerala, use their grievance cells first, then the Consumer Grievance Redressal Forum of the utility, and the Electricity Ombudsman if needed.
What Compensation Can You Get?
The commission can order the company to:
- Repair or replace the defective product
- Refund the price paid
- Pay compensation for loss, injury, mental agony and harassment
- Pay litigation costs
- Stop unfair trade practices and withdraw hazardous goods
- Issue corrective advertisements
- Pay punitive damages in certain cases
Real-Life Example
Sreeja ordered a refrigerator online for ₹32,000. It arrived damaged, and the seller refused to replace it after several emails. She filed a consumer complaint on the NCH website with photos, order details and emails. Within ten days, the e-commerce company contacted her through NCH and arranged a replacement. If they had refused, she was ready to file a case in the District Commission through e-Jagriti, where no fee would apply because the amount was below ₹5 lakh.
Consumer Complaint Against Misleading Advertisements
Advertisements that make false claims, hide important conditions or show fake discounts are unfair trade practices. You can file a consumer complaint with NCH, and serious cases can be taken up by the Central Consumer Protection Authority (CCPA), which has powers to order recalls, impose penalties and direct companies to withdraw misleading advertisements. Celebrities endorsing such products can also face penalties. Keep screenshots or recordings of the advertisement with date and platform details.
Consumer Complaint for Dark Patterns Online
Dark patterns are tricks used by websites and apps to push users into decisions they didn’t intend, such as hidden charges added at checkout, fake countdown timers, forced subscriptions or “confirm shaming”. The government has issued guidelines banning several dark patterns. If you notice them, you can file a consumer complaint through NCH and mention the specific practice with screenshots.
Consumer Complaint Against Hospitals and Doctors
Medical services paid for by patients are covered under consumer law. Cases of medical negligence, wrong treatment or overcharging can be filed as a consumer complaint in the commission. Such cases need strong evidence, including medical records, bills and expert opinion, so consult a lawyer or consumer organisation for guidance.
Consumer Complaint Against Educational Institutions
Coaching centres or private institutes that refuse refunds against stated policies, make false placement promises or fail to provide promised facilities can face consumer complaints. Keep the brochure, fee receipts and written promises. NCH often mediates refund disputes with coaching institutes effectively.
What Happens After You File in the Commission?
- The commission checks your complaint for admission.
- Notice is sent to the opposite party to file a reply, usually within 30 days (extendable by 15 days).
- You may file a rejoinder and evidence by affidavit.
- The commission may refer the case to mediation if both parties agree.
- Hearings take place, and the commission passes an order.
- If the company doesn’t comply, you can file an execution application.
The law aims to decide cases within three to five months, though actual time varies. Online filing and virtual hearings have made the process faster and more convenient.
Consumer Complaint Tips to Win Your Case
- Always ask for a proper bill, even for small purchases.
- Preserve packaging and defective products as evidence.
- Communicate in writing (email) rather than only phone calls.
- Note complaint numbers, dates and names of executives.
- Act within the two-year limit.
- Claim reasonable compensation; exaggerated claims can weaken your credibility.
- Attend hearings on time or join online when allowed.
Consumer Organisations and Free Help
Many voluntary consumer organisations help people draft complaints, understand their rights and represent them before commissions. State consumer affairs departments and District Consumer Information Centres also offer guidance. In Kerala, the Civil Supplies and Consumer Affairs Department runs consumer awareness programmes and can guide you to the right forum. Law colleges often run legal aid clinics that offer free advice on consumer matters.
Mediation: A Faster Way to Settle
The Consumer Protection Act, 2019 introduced mediation cells attached to consumer commissions. If both parties agree, the case is referred to a trained mediator who helps them reach a settlement. Mediation is confidential, faster and less adversarial than a full trial. If a settlement is reached, the commission records it as an order, which is binding. If not, the case continues normally.
Product Liability
The new law also introduced product liability, which means manufacturers, sellers and service providers can be held responsible for harm caused by defective products or deficient services. For example, if a faulty pressure cooker explodes and injures someone, the victim can claim compensation from the manufacturer or seller. This makes companies more accountable for the safety of their products.
Common Mistakes Consumers Make
Many people lose strong cases because they throw away bills, rely only on phone calls, or wait too long before acting. Some file in the wrong commission or claim unrealistic compensation. Others accept vague promises from customer care and miss the time limit. Avoid these mistakes by keeping written records and following the steps in this guide carefully.
Consumer Complaint Checklist
- Contact the company in writing and wait for a reasonable time.
- Collect all bills, warranty cards and communication.
- File a grievance on NCH through 1915, WhatsApp or website.
- If unresolved, send a legal notice (optional).
- File the case on e-Jagriti in the correct commission.
- Track hearings and comply with commission instructions.
- Execute the order if the company does not comply.
Consumer Rights for Online Shoppers
When shopping online, check the seller’s name, address, return policy and grievance officer details before paying. Platforms must display country of origin, total price including all charges, and clear refund timelines. If a seller cancels your order after payment or delays refunds, save evidence and raise a consumer complaint with NCH. Many e-commerce platforms respond faster to NCH grievances because they are convergence partners. You can also leave honest reviews to warn other buyers about poor sellers. Knowing these rights helps you shop with confidence and act quickly when something goes wrong.
Frequently Asked Questions on Consumer Complaint
Do I need a lawyer to file a consumer complaint?
No. You can file and argue your own case. Lawyers are optional.
Is filing a consumer complaint free?
NCH grievances are free. Commission cases up to ₹5 lakh have no fee.
Can I complain against e-commerce websites?
Yes. The Consumer Protection (E-Commerce) Rules make platforms responsible for grievance redressal and fair practices.
Can I file a consumer complaint in Malayalam?
NCH supports several Indian languages through its helpline and regional centres. Commissions in Kerala generally accept complaints in English or Malayalam; check with the local District Commission for format requirements.
Can I file a complaint for a product bought as a gift?
Yes. The person who uses the goods with the approval of the buyer is also considered a consumer under the law.
What if the company has closed?
You can still file against the manufacturer, seller or platform involved. The commission will decide based on the evidence.
How long does NCH take?
Many grievances are resolved within a few weeks, depending on the company’s response.
Conclusion
As a consumer, you have strong legal protection in India. Start by contacting the company, then file a consumer complaint on NCH through 1915, WhatsApp or the website. If needed, approach the Consumer Commission online through e-Jagriti. Keep bills and records safely, act within two years, and don’t hesitate to claim your rights. Share this guide with friends and family so they can stand up against unfair practices too.
Every consumer who speaks up makes the market fairer for everyone. Your complaint can push companies to improve quality, honour warranties and treat customers with respect.
