How to File a Consumer Complaint (Online & Offline)

Last updated: October 28, 2025 Type: Article

Overview
The Consumer Protection Act, 2019 empowers every Indian to seek justice against defective goods, poor services, or misleading ads. If you’ve been cheated by a seller or service provider, you can file a consumer complaint online or offline — without needing a lawyer.

Why File a Complaint?

Defective Products – Broken, fake, or not as described.
Poor Services – Internet not working, wrong billing, delayed delivery.
Misleading Ads – False claims or exaggerated offers.
Overcharging – Hidden costs or inflated prices.

It’s your way to hold companies accountable and protect your rights.

Types of Consumer Complaints

Type	Example
Product Complaint	Phone stopped working; missing parts, wrong size
Service Complaint	Poor DTH, late courier, failed repair
Fraud Complaint	Overbilling, fake apps, hidden charges
Advertising Complaint	False health or product claims

1. How to File Online (Fastest Way)

You can file online through the official National Consumer Helpline Portal.

Steps:
- Visit https://consumerhelpline.gov.in.
- Register and create your consumer account.
- Click “Register Complaint”.
- Fill in product/service details and describe the issue.
- Upload bills, screenshots, warranty cards, or chats as proof.
- Submit and note the reference number for tracking.
- The portal forwards your complaint to the company or regulator.
- If unresolved within 30 days, you can escalate to the Consumer Commission.

2. How to File Offline (Traditional Method)

If you prefer physical filing:

Forum	Claim Value	Where to File
District Commission	Up to ₹50 lakh	District where consumer or seller is located
State Commission	₹50 lakh to ₹2 crore	State capital
National Commission	Above ₹2 crore	New Delhi

Documents Required:

Complaint letter (clearly mentioning facts and relief sought)
Bill/invoice/warranty
Correspondence (emails, WhatsApp, etc.)
ID proof
Filing fee (nominal, based on claim value)
File in person or by post to the respective forum’s Registrar.
Attend the hearing when notified; you can appear personally or via lawyer.

Where to File a Complaint (All-India Contacts)

Platform / Body	Where to Complain	Website / Email
National Consumer Helpline (NCH)	For all consumer grievances	consumerhelpline.gov.in
Consumer Helpline (Toll-Free)	Phone complaint	1800-11-4000 or 1915
E-Jagriti Portal	File directly to Consumer Commission	https://e-jagriti.gov.in/
Central Consumer Protection Authority (CCPA)	Misleading ads, large-scale consumer harm	ccpa.gov.in
ASCI (Advertising Standards Council of India)	False/misleading ads	ascionline.in

FAQs on Consumer Complaints

1. Who can file a consumer complaint?: Anyone who buys goods or services for personal use (not for resale).
2. Is there a time limit?: Yes, within 2 years of the incident.
3. Is a lawyer required?: No. You can file and represent yourself.
4. Can I file online?: Yes, at consumerhelpline.gov.in or edaakhil.nic.in.
5. What reliefs can I get?: Refund, replacement, compensation, or corrective orders against the seller/service provider.
6. What if the company ignores my complaint?: The commission can pass an order in your favour even if they don’t appear (ex parte).
7. Can I complain against e-commerce sites?: Yes. For fake items, wrong delivery, non-refund, etc.
8. Can I file against government departments?: Yes, if they act commercially (like railways and electricity boards).
9. Can multiple consumers file one complaint?: Yes, class-action complaints are allowed for common issues.
10. How much is the fee?: Ranges from ₹100 to ₹5,000, depending on claim value and forum.
11. Can I claim for mental harassment?: Yes, if you prove inconvenience or loss caused by the seller.
12. What if I don’t have a bill?: You can still use bank statements, chat screenshots, or delivery receipts.
13. How long does the process take?: Usually 3–12 months, depending on complexity.
14. What if I’m not satisfied with the order?: You can appeal to a higher forum within 30 days.
15. Are hearings online?: Many forums allow video hearings via edaakhil.nic.in.