How to file a consumer complaint in India

Last reviewed 8 Oct 2026

Complain to the seller in writing first, then register a grievance with the National Consumer Helpline (1915) or file a complaint on the e-Jagriti portal with the District, State or National Commission that matches the value of what you paid. A complaint is normally due within two years of the cause of action.

The short version

1. Write to the seller or service provider. Send a dated written complaint (email or letter) saying what went wrong and what you want, with copies of the bill and messages. For an online seller, address it to the grievance officer named on the platform.
2. Register with the National Consumer Helpline. Call 1915, message on WhatsApp, use the NCH or UMANG app, or register on consumerhelpline.gov.in. The helpline contacts the company; it is a way to try to settle, not a court.
3. Send a legal notice if you want to. The Consumer Protection Act, 2019 does not list a legal notice as a condition for filing, but many people send one to set out the demand and give a last date to respond.
4. File on e-Jagriti. Register on e-Jagriti with an OTP, choose the Commission that fits the value of what you paid, upload your documents and pay any fee.
5. Watch the time limit. A complaint is normally filed within two years from the date the cause of action arose. A Commission can accept a late complaint only if it records sufficient cause.
6. Keep every document in order. Hold the originals; upload clear copies. Keep proof of each step above with its date.

Step 1: complain to the company first

Commissions and the helpline both expect that you raised the problem with the seller. Put it in writing and keep a copy. If you bought from an online marketplace or e-commerce site, the Consumer Protection (E-Commerce) Rules, 2020 require the entity (and sellers on a marketplace) to have a grievance officer, who must acknowledge a complaint within 48 hours and redress it within one month of receipt.

If the seller promised something by phone or chat, note the date, the name and the exact promise now. That is the part that is hardest to prove later.

Step 2: the National Consumer Helpline (1915)

The National Consumer Helpline (NCH), run by the Department of Consumer Affairs, takes grievances by phone on 1915, by WhatsApp, through its mobile app and UMANG, and on consumerhelpline.gov.in. You can upload supporting documents and track the grievance. The helpline reaches out to the company on your behalf. It cannot order a refund; if the company does not settle, you can still file a complaint with a Commission. Check the helpline site for current hours and the official WhatsApp number.

Step 3: file on e-Jagriti

e-Jagriti is the Department of Consumer Affairs' unified portal for consumer cases. It went live on 1 January 2025 and brought the older e-Daakhil, OCMS, CONFONET and NCDRC case systems into one interface. If you used e-Daakhil before, e-Jagriti is where that filing now happens. You register with an OTP, enter the details, upload documents and pay the fee online, and you can track the case and attend hearings online where the Commission allows it.

Which Commission?

Under the Consumer Protection Act, 2019, the Commission depends on the value of the goods or services you paid (the consideration), not on the amount you are claiming. The limits below come from the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021.

Most household disputes go to the District Commission. You can generally file where you live or work for gain, or where the seller does business, or where the cause of action arose. Fees: the 2020 fee rules set no fee for complaints up to Rs 5 lakh, with scaled fees above that; confirm the current amount on e-Jagriti when you file.

Limitation: two years

Section 69 of the Act sets two years from the date the cause of action arose. If a refund was promised "in 7 days" and never came, the clock is usually counted from the broken promise or the refusal, not from the purchase. A Commission can accept a delayed complaint if you show sufficient cause, but it is not guaranteed, so file early.

Legal notice

A legal notice is a formal letter, often from a lawyer, that sets out the facts, the demand and a deadline (commonly 15 to 30 days). The Act does not make it a condition for filing a consumer complaint, but it creates a dated record that you asked for a remedy, and sometimes settles the matter. If you send one, send it by a method that gives proof of delivery and keep the receipt.

Evidence checklist

If you rely on electronic records such as chats or emails, see how to export a WhatsApp chat as evidence and the Section 63 BSA certificate explained. Consumer Commissions follow a more summary procedure than a civil court, but a clear, dated, verifiable record helps in whichever forum you are.