How to File a Consumer Complaint (Online & Offline)

The Consumer Protection Act, 2019 gives every Indian consumer the right to seek justice against defective products, poor services, delayed deliveries, and misleading advertisements. If you’ve been cheated or let down by a seller or service provider, you can file a consumer complaint easily—both online and offline.

Why File a Consumer Complaint?

Filing a complaint helps protect your rights and hold companies accountable. Common reasons include:

• Defective Products – Damaged, incomplete, or not working as promised.
• Poor Services – Unprofessional, delayed, or unsatisfactory services.
• Misleading Advertisements – False claims or exaggerated promotions.
• Delayed Delivery – Products not delivered within the promised time.

Types of Consumer Complaints

• Product Complaints – Wrong item, manufacturing defect, missing parts.
• Service Complaints – Bad internet service, failed repairs, poor hospitality.
• Fraud Complaints – Overcharging, hidden costs, fake promises.
• Advertising Complaints – Misleading ads or offers.

How to File a Complaint

1. Online Process (Easy & Fast)

The government portal makes online complaints simple.

Steps:

• Visit National Consumer Helpline.
• Create an account with your details.
• Fill in the complaint form (product/service details, problem faced, seller details, and what you want—refund, replacement, etc.).
• Upload supporting documents (bill, receipt, photos, emails).
• Submit and get a reference number to track your complaint.

The authority mediates between you and the company. If unresolved, escalate to the District/State/National Consumer Forum.

2. Offline Process (Formal Approach)

If you prefer offline:

Identify the correct forum:

• District Forum – Up to ₹20 lakh claims
• State Forum – ₹20 lakh to ₹1 crore claims
• National Forum – Above ₹1 crore

Prepare your complaint:

• Your details (name, address, contact)
• Product/service details
• Company/service provider details
• Clear description of issue
• Proof: bill, receipt, emails, photos

File complaint: Submit to the respective forum in person or by post, along with a small fee.

Attend hearing: Present your case. The company will be called to respond.

Resolution: Forum can order refund, replacement, compensation, or corrective action.

FAQs on Consumer Complaints

Q. Who can file a consumer complaint?

Any consumer who has purchased goods or services for personal use.

Q. What is the time limit for filing a complaint?

Within 2 years from the date of the incident.

Q. Do I need a lawyer to file a complaint?

Not mandatory. Consumers can file complaints themselves.

Q. Is there a fee for filing?

Yes, a nominal fee depending on claim value and forum.

Q. What documents should I keep ready?

Bills, receipts, warranty cards, emails, photos, contracts.

Q. Can I file a complaint online?

Yes, through consumerhelpline.gov.in.

Q. What happens after filing online?

You get a reference number to track your case. The forum mediates, and if unresolved, you can escalate.

Q. What if the company ignores my complaint?

The forum can pass an ex-parte order in your favor.

Q. Can complaints be filed against e-commerce platforms?

Yes, for fake products, wrong delivery, refund refusal, etc.

Q. What kind of resolution can I expect?

Refund, replacement, compensation, or penalty against the company.

Q. What if I’m not satisfied with the decision?

You can appeal to the State or National Consumer Forum.

Q. Can I file against misleading ads?

Yes, complaints against false or exaggerated advertisements are valid.

Q. Can complaints be filed against government services?

Yes, if the service is commercial in nature (like transport, electricity).

Q. Do consumer forums handle large business disputes?

No, only consumer-related disputes. Business-to-business issues go to arbitration/courts.

Q. Can I file for compensation for mental harassment?

Yes, if you prove the company’s act caused inconvenience or harassment.

Q. What if I bought goods without a bill?

It’s harder but not impossible—you’ll need alternative proof (bank statement, chats, emails).

Q. Can multiple consumers file together?

Yes, a class action complaint is possible for common issues.

Q. Are hearings physical or online?

Many forums now allow online/virtual hearings.

Q. How long does it take for resolution?

It varies, but cases usually take a few months to over a year.

Q. Does filing a consumer complaint really work?

Yes, many consumers get refunds, replacements, or compensation through forums.