Being aware of your rights is crucial in a market where consumers are often vulnerable to unfair practices. The Consumer Protection Act, 2019 aims to empower individuals by streamlining the complaint process and ensuring fair compensation.
From eligibility to required documents and submission procedures, this guide will walk you through how to file a consumer complaint in India—both online and offline.
When Should You File a Consumer Complaint?
If you’ve been overcharged, misled by advertisements, received faulty goods, or experienced poor service, you have the right to file a complaint. Common grounds include defective or substandard products, deficiency in services, unfair trade practices, hidden charges or false promises. Filing a complaint not only helps you seek justice but also discourages unethical business behavior.
Who Can File a Complaint? [Section 35, CPA 2019]
According to the Consumer Protection Act, 2019, the following persons/entities are eligible to file a consumer complaint:
| Eligible Complainants Legal Basis | Eligible Complainants Legal Basis |
| Any individual purchasing goods/services [Section 2(7)] | Any individual purchasing goods/services [Section 2(7)] |
| Legal heir or representative of a deceased consumer — | Legal heir or representative of a deceased consumer — |
| A group of consumers with similar interest (class action) — | A group of consumers with similar interest (class action) — |
| Registered consumer associations [Section 2(1)(b)(ii)] | Registered consumer associations [Section 2(1)(b)(ii)] |
| Voluntary consumer groups under Companies Act 1956/2013 or other laws — | Voluntary consumer groups under Companies Act 1956/2013 or other laws — |
If you’ve never attended a consumer hearing, here’s what to expect during the proceedings, explained in simple terms.
Where to File a Consumer Complaint?
| Forum Level | Monetary Jurisdiction | Appellate Authority |
| District Commission | Up to ₹1 crore | State Commission |
| State Commission | ₹1 crore to ₹10 crore | National Commission |
| National Commission | Above ₹10 crore | Supreme Court of India |
[Section 34(2)] of the Act defines territorial jurisdiction—you can file where:
- The opposite party resides or carries on business
- The cause of action arose (in whole or part)
Required Documents for Filing a Complaint
To validate your claim, ensure the following documents are available:
- Transaction Proofs: Invoices, UPI receipts, or order confirmations
(As ruled in Laxmi Engineering Works v. P.S.G. Industrial Institute (1995), oral claims without documents are inadmissible.) - Communication Records: Emails, chats (SMS/WhatsApp), and service tickets
- Visual Evidence: Photos or videos of defects, service reports, expert opinions
- Contracts and Warranty: Signed agreements, warranty documents, and terms & conditions help establish liability
Time Limit to File a Consumer Case
The law allows a maximum of 2 years from the date the issue occurred. However, courts may permit a delay if justified.
In V.N. Shrikhande v. Anita Sena Fernandes (2011), the Supreme Court dismissed a complaint filed nine years after surgery due to unjustified delay. The case stressed the need for timely action.
Step-by-Step Process to File a Consumer Complaint
Intimation via Notice
Before approaching the forum, the complainant should send a legal notice to the service provider or seller, mentioning the defect, deficiency, or unfair practice. This gives them a chance to resolve the issue without litigation.
Option 1: Online Complaint – National Consumer Helpline (NCH)
Step 1: Visit consumerhelpline.gov.in
Step 2: Register with your contact details and create a complaint profile
Step 3: Fill out the grievance form and upload digital copies of supporting documents
Step 4: Submit the complaint to receive a tracking ID
Option 2: Offline Filing – Consumer Forum (District/State/National)
Step 1: Draft a Complaint Letter
Include:
- Your name, address, contact
- Opposite party’s details
- Transaction date and grievance details
- Desired remedy (e.g., refund, replacement, compensation)
Step 2: Compile Documentation
Include:
- Invoice/payment proof
- Defect photos/videos
- Emails, chats, call records
- Warranty/service contracts
Step 3: Pay the Prescribed Fee
Fee depends on claim amount (check jurisdictional limits). Keep the receipt.
Step 4: Submit to the Appropriate Forum
Provide:
- Two sets of complaint with annexures
- Original documents and one photocopy
- Proof of fee payment
Step 5: Submit an Affidavit
A sworn affidavit confirming that all statements made are true to the best of your knowledge is mandatory.
What Happens Next?
After filing, your complaint proceeds to admission, hearing, and final order stages. To know the full process, visit:
What Happens After You File a Consumer Complaint? Know the Timeline & Procedure
Final Thoughts
India’s consumer grievance system offers a cost-effective and structured path for addressing issues related to products and services. By preparing your documents, following due process, and filing timely, you not only resolve your issue—you contribute to a more responsible marketplace.
Your voice as a consumer protects the rights of others and promotes fairness and accountability in business practices.
Frequently Asked Questions (FAQs)
1. Who can file a consumer complaint under CPA 2019?
Any consumer, legal heir, registered association, or voluntary group [Section 35].
2. Where should I file my complaint?
- Up to ₹1 crore: District Commission
- ₹1–10 crore: State Commission
- Above ₹10 crore: National Commission
Appeals go to the next higher authority.
3. What documents are required?
Receipts, payment proofs, emails/chats, photos, warranty/service documents, and an affidavit.
4. Is there a time limit?
Yes, within 2 years from the cause of action. Courts may allow late filings if valid reasons exist, as clarified in V.N. Shrikhande v. Anita Sena Fernandes (2011).
