How to file a Consumer Complaint in India?

Published On: 1 October, 2023

To file a consumer complaint in India, you need to follow the procedure laid down under the Consumer Protection Act, 2019.

Here is a step-by-step guide on how to file a consumer complaint in India:[1]

Gather all relevant documents: Collect all the relevant documents such as invoices, receipts, warranty or guarantee cards, correspondence, and any other evidence supporting your complaint.
Contact the Seller/Service Provider: Attempt to resolve the issue directly with the seller or service provider through emails or written communication.
Attempt to resolve the issue amicably: Before filing a consumer complaint, it is advisable to try to resolve the issue by directly contacting the seller or service provider and expressing your grievance.

District Consumer Disputes Redressal Commission (District Forum): If the total value of goods or services and the compensation sought is less than Rs. 1 crore, the complaint should be filed with the District Forum.
State Consumer Disputes Redressal Commission (State Commission): If the total value of goods or services and the compensation sought is between Rs. 1 crore and Rs. 10 crores, the complaint should be filed with the State Commission.
National Consumer Disputes Redressal Commission (National Commission): If the total value of goods or services and the compensation sought exceeds Rs. 10 crores, the complaint should be filed with the National Commission.

Prepare a written complaint: Draft a concise and clear complaint explaining the facts, issues, and the relief sought. Include all relevant details, such as the name and address of the opposite party, a description of the goods or services, the date of purchase or availing of services, and the details of the deficiency or fault.
Attach supporting documents: Attach photocopies of all the relevant documents that support your complaint. Ensure that you retain the original documents for further reference.

Visit the Consumer Forum Website: Visit the official website of the National Consumer Helpline (https://consumerhelpline.gov.in/) to register your complaint online.
Submit the complaint with the appropriate consumer forum: Submit the complaint along with the required number of copies to the respective District, State, or National Consumer Disputes Redressal Commission, as applicable.
Select Jurisdiction: Choose the appropriate Consumer Forum based on the value of your complaint. There are three levels: District Forum (up to 20 lakhs INR), State Commission (20 lakhs – 1 crore INR), and National Commission (above 1 crore INR).
Pay the prescribed fee: Pay the requisite filing fee, which varies depending on the nature and value of the complaint.
Obtain acknowledgment: Ensure that you receive an acknowledgment of the receipt of your complaint, which will have a unique case number. This will serve as proof of filing and will be required during subsequent proceedings.

Hearing and Resolution: The Consumer Forum will notify the opposite party about the complaint. There will be an opportunity for each side to present their case. The Forum will then issue a decision.
Appeal: If you disagree with the decision, you can appeal to the next higher-level Consumer Forum within the specified time.