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What Actually Counts as a Consumer Complaint

Under the Consumer Protection Act, 2019, valid complaints cover a defective product, something you bought that doesn't work as it should, deficient service, where a promised service wasn't delivered as agreed or was performed poorly, unfair trade practices including misleading advertising or deceptive sales tactics, being overcharged beyond the displayed or agreed price, and hazardous goods or services that pose a genuine risk to health or safety. This applies broadly, across electronics, real estate, healthcare, insurance, e-commerce, banking, and more.

Where Your Complaint Actually Gets Heard

Consumer disputes are handled through a three-tier commission system, structured by claim value. The District Commission handles claims up to fifty lakh rupees, covering the overwhelming majority of everyday consumer complaints. The State Commission handles claims between fifty lakh and two crore rupees, and also hears appeals from District Commission decisions. The National Commission handles claims above two crore rupees, and appeals from State Commission decisions. For most individual situations, a faulty phone, a botched service, a real estate deposit dispute, the District Commission is where your case begins.

What You Can Actually Claim, Beyond a Simple Refund

Filing a complaint isn't limited to getting your money back. Depending on your case, you can seek replacement of the defective product, a full or partial refund, compensation for any loss or injury the defect or deficiency caused, correction of the defect itself, compensation for mental agony and harassment caused by the situation, and in cases of particularly unfair or harmful conduct, punitive damages.

The Practical Process, Step by Step

Start by attempting to resolve the issue directly with the seller or service provider, ideally in writing, and keep a copy of that communication, it becomes important evidence later. Gather your documentation: the purchase invoice, warranty documents, any written communication with the seller, and photos or videos of the defect where relevant. Draft a clear complaint stating what happened and what relief you're seeking. File with the appropriate commission based on your claim value, this can often be done online through the e-Daakhil portal, which was specifically introduced to make the process accessible without needing to physically visit a commission office.

Time Limits You Need to Know About

A consumer complaint generally needs to be filed within two years from when the cause of complaint arose, the date you discovered the defect, or the date the service failure happened. Delaying past this window can result in your complaint being dismissed purely on procedural grounds, regardless of how valid the underlying issue is.

E-Commerce Purchases Are Fully Covered Too

With so many purchases happening online today, it's worth knowing explicitly that e-commerce platforms and online sellers are equally covered under consumer protection law, including specific provisions addressing misleading advertisements, fake reviews, and unfair practices by online marketplaces. A purchase going wrong through an app or website doesn't put it outside your rights as a consumer.

What We Help With

When to Reach Out

• You bought something faulty and the seller won't help resolve it.
• A service you paid for was never properly delivered, or was done poorly.
• An online purchase went wrong and the platform isn't responding meaningfully.
• You feel like you're being overcharged or misled and want to understand your options.

How It Works

Frequently Asked Questions