Quick answerA consumer complaint is filed before the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 within two years of the cause of action. The District Commission hears complaints where the consideration paid is up to ₹50 lakh, the State Commission from ₹50 lakh to ₹2 crore, and the National Commission above ₹2 crore. You can file online through e-Daakhil, in the district where you live or work, and seek refund, replacement, repair and compensation.
- Law
- Consumer Protection Act 2019
- Time limit
- 2 years from the cause of action
- Forum
- District, State or National Commission
- Value test
- Consideration paid, not compensation claimed
Who is a consumer and what can you complain about?
Under Section 2(7) of the Act, you are a consumer if you buy goods or hire services for consideration, whether online or offline, and the person who uses them with your approval is also covered. You are not a consumer if you buy goods for resale or for a commercial purpose, though goods and services used by you to earn your own livelihood through self-employment are still covered.
A complaint can be filed for:
- Defects in goods: faulty electronics, vehicles, appliances or medicines.
- Deficiency in service: banking, insurance claim repudiation, airlines, telecom, courier, education, hospitals and housing.
- Unfair trade practices: misleading advertisements, hidden charges, fake discounts and refusing to take back defective goods.
- Overcharging above the MRP or the displayed price.
- Product liability claims under Chapter VI against manufacturers, sellers and service providers for harm caused by a defective product.
Delayed possession of flats is a common consumer case; homebuyers may also approach the regulator, as explained on our RERA complaint page.
Which commission, and where?
Pecuniary jurisdiction depends on the value of the goods or services paid for, not on the compensation you claim. The limits below follow the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021.
| Commission | Consideration paid | Appeal lies to |
|---|
| District Commission | Up to ₹50 lakh | State Commission, within 45 days |
| State Commission | Above ₹50 lakh and up to ₹2 crore | National Commission, within 30 days |
| National Commission (NCDRC) | Above ₹2 crore | Supreme Court, within 30 days |
On territory, Section 34 allows you to file where the opposite party resides or carries on business, where the cause of action arose, or where you reside or personally work for gain. This lets a buyer complain at home against an online seller located in another state. An appellant against an order directing payment must usually deposit 50% of the amount awarded before the appeal is heard.
How to file a consumer complaint
- Send a notice first. It is not compulsory, but a written demand with a deadline often produces a refund and becomes evidence that the trader was given a chance.
- Draft the complaint. It sets out the facts, the defect or deficiency, the relief claimed and why the commission has jurisdiction, with an affidavit and indexed documents.
- File online on e-Daakhil (now part of the government's e-Jagriti consumer platform) or physically in the commission. Fee is paid online.
- Admission. The commission decides on admission, ordinarily within 21 days of filing. If it does not decide in that time, the complaint is treated as admitted under Section 36(3).
- Reply and evidence. The opposite party gets 30 days, extendable by 15 days, to file its version. The Supreme Court held in New India Assurance v. Hilli Multipurpose Cold Storage (2020) that this outer limit of 45 days cannot be extended. Evidence is then filed by affidavit.
- Arguments and order. The Act aims for disposal within three months, or five months where goods need laboratory testing, though in practice many cases take longer.
Insurance, banking and online shopping disputes
Some disputes have a regulator's grievance route as well as the consumer commission, and choosing well saves time:
- Insurance: repudiated or short-settled health, motor and life claims can go to the Insurance Ombudsman, which is free but has a monetary cap on awards, or to the consumer commission for larger claims and compensation for harassment. Commissions examine whether the insurer proved the exclusion it relied on and whether the policy terms were disclosed.
- Banking: wrong charges, failed transactions and unauthorised debits can be raised first with the bank and then under the RBI's Integrated Ombudsman Scheme, 2021. Deficiency in banking service is also a consumer complaint.
- Online purchases: the Consumer Protection (E-Commerce) Rules, 2020 require platforms to display seller details, return and refund policies and a grievance officer. Both the platform and the seller can be made parties.
- Misleading advertisements affecting consumers as a class can be reported to the Central Consumer Protection Authority, which can order recalls, refunds and penalties.
The National Consumer Helpline (1915) can also be used to try pre-litigation resolution before filing.
Chapter V of the Act creates consumer mediation cells attached to each commission. At the first hearing, or at any later stage, the commission can refer the dispute to mediation if both parties agree. A settlement reached in mediation is recorded by the commission as an order, and there is no appeal from it. Mediation works well in insurance, banking and builder disputes where the real question is how much will be paid and when. Matters involving fraud, serious medical negligence or criminal offences are not referred to mediation.
What the commission can order
Under Section 39 the commission can order the opposite party to remove the defect, replace the goods, refund the price, pay compensation for loss and injury, including mental agony and harassment, discontinue an unfair trade practice, withdraw hazardous goods, and pay litigation costs. Punitive damages can be awarded in suitable cases. Orders are enforced under Section 71 as decrees of a civil court, and non-compliance is punishable under Section 72 with imprisonment, fine or both. If a hospital or doctor is involved, see our page on medical negligence.
Fees, limitation and common mistakes
There is no court fee for complaints where the consideration paid is up to ₹5 lakh. Above that, the fee rises in slabs prescribed by the Consumer Protection (Consumer Commission Procedure) Regulations, 2020, and is modest compared with civil court fees. Our professional fee is quoted per stage in writing.
- Missing the two-year limit under Section 69. Delay can be condoned only for sufficient cause, which must be shown in a separate application.
- Claiming the wrong value and filing before the wrong commission.
- Weak evidence: keep the invoice, warranty card, job sheets, chats and photographs. A complaint about a defect may need an expert report or laboratory test.
- Exaggerated compensation claims that do not link the amount to actual loss.
Documents you need
Collect these before we draft the complaint:
- Invoice, receipt or booking confirmation
- Warranty card, policy document or service agreement
- Complaint emails, ticket numbers and replies from the company
- Photographs or videos of the defect
- Job cards, inspection or expert reports
- Copy of any legal notice sent and its reply
- Your ID and address proof
How we handle it for you
Case review
We check whether you are a consumer, the limitation and the right commission.
Notice
A demand notice to the company, which often leads to an early refund.
Complaint filing
Complaint, affidavit and documents filed online with the correct fee.
Hearings and evidence
We attend hearings, file evidence and rebut the company's reply.
Order and execution
We follow up on payment and file execution if the order is not complied with.
Why clients choose ProudLegal
Advocates who appear in courtYour matter is drafted and argued by enrolled advocates, not call-centre staff.
Company and tax filings in-houseCompany secretaries and tax professionals handle registrations and returns.
Fees agreed in writingYou receive a written fee quote before any work begins.
Updates on WhatsApp and emailEvery hearing date, filing and document is shared as it happens.
Please note: this page explains the law and procedure in general terms as on 30 October 2026. Fees, limits and timelines change, and the facts of each case matter, so take advice on your own papers before acting.
Frequently asked questions
What is the time limit to file a consumer complaint?
Two years from the date the cause of action arose, under Section 69 of the Consumer Protection Act, 2019. Delay can be condoned only if sufficient cause is shown.
Can I file a consumer complaint online?
Yes. Complaints can be filed online through e-Daakhil, now part of the e-Jagriti platform, with the fee paid online and hearings often held by video.
Do I need a lawyer for consumer court?
No, you can file and argue it yourself. A lawyer helps with drafting, evidence and law, especially against insurers, banks and builders who are always represented.
What is the fee for filing a consumer case?
No fee is payable where the consideration paid is up to ₹5 lakh. Above that, a slab-wise fee applies depending on the value.
Can I file in my own city against a company located elsewhere?
Yes. Section 34 lets you file where you reside or personally work for gain.
Is a product bought for business covered?
Generally not, if bought for resale or a commercial purpose. Goods used only to earn your livelihood through self-employment are covered.
Can I claim compensation for mental harassment?
Yes. Commissions regularly award compensation for mental agony and harassment in addition to refund, based on the facts.
How long does a consumer case take?
The Act targets three to five months, but in practice it varies by commission and can take one to two years if contested.
