Consumer protection laws in India are designed to safeguard buyers from unfair trade practices, defective products, deficient services, and misleading advertisements. With the introduction of the Consumer Protection Act, 2019, filing a consumer complaint has become more structured, transparent, and accessible—even online.
Who Is Considered a Consumer Under Indian Law?
A consumer is any person who buys goods or avails services for personal use and not for resale or commercial purposes. This includes services like banking, insurance, telecom, education, healthcare, travel, and online shopping.
Businesses purchasing goods for commercial use are generally excluded, except in cases of self-employment.
Common Grounds for Filing a Consumer Complaint
A consumer complaint can be filed for reasons such as:
• Defective or damaged products
• Deficiency in services
• Delay in delivery or service
• Overcharging or hidden costs
• False or misleading advertisements
• Refusal to refund or replace
These issues fall squarely under consumer protection laws.
Step 1: Send a Written Complaint or Legal Notice
Before approaching the consumer court, it is advisable to send a written complaint or legal notice to the seller or service provider. Many disputes are resolved at this stage itself.
The notice should clearly mention the problem, supporting facts, and the relief sought.
Step 2: Identify the Appropriate Consumer Commission
Consumer cases are filed based on the value of goods or services:
• District Commission – claims up to ₹50 lakhs
• State Commission – ₹50 lakhs to ₹2 crores
• National Commission – above ₹2 crores
Choosing the correct forum is crucial.
Step 3: Filing a Complaint Online (e-Daakhil)
Consumers can file complaints online through the government’s e-Daakhil portal. This system allows online filing, document upload, payment of fees, and case tracking.
Online filing has made consumer justice more accessible, especially for individuals in smaller towns.
Step 4: Documents Required
Important documents include:
• Purchase invoice or bill
• Warranty or service agreement
• Emails, messages, or communication records
• Identity proof
• Legal notice copy (if sent)
Proper documentation strengthens the case.
Time Limit for Filing a Consumer Complaint
A complaint must generally be filed within two years from the date on which the cause of action arose. Delay may be condoned if sufficient reason is shown.
Reliefs Granted by Consumer Courts
Consumer commissions can order:
• Refund of money
• Replacement of goods
• Compensation for loss or harassment
• Discontinuation of unfair practices
Conclusion
Consumer courts provide a cost-effective and speedy remedy for everyday grievances. Understanding the correct procedure empowers consumers to enforce their rights confidently and legally.