Consumer Rights

I bought a defective product and the shop refuses to replace or refund it.

You can insist on a fix. A seller who refuses to take back defective goods and refund you within the time on the bill (or 30 days if none is given) commits an unfair trade practice. A 'no exchange, no refund' board does not cancel this right.

My online order didn't arrive or the refund is stuck.

You can push for it. Every shopping site must have a grievance officer who acknowledges your complaint within 48 hours and resolves it within one month. Sellers cannot refuse a refund for goods that are defective, fake, not as described or delivered late.

The shop charged me more than MRP. Is that allowed?

No. A packaged product cannot be sold above the MRP printed on it, and the MRP already includes all taxes. 'Cooling charges' or extra GST on top are not allowed. Complain to the National Consumer Helpline or your state's Legal Metrology department.

The restaurant added a service charge. Do I have to pay it?

No. Service charge is voluntary. Under the CCPA's 2022 guidelines, upheld by the Delhi High Court in 2025, a restaurant cannot add it to your bill by default, collect it under another name, or refuse entry or service if you don't pay.

How do I file a consumer complaint? Do I need a lawyer?

No lawyer is needed. You can file online on e-Jagriti and argue the case yourself. File within 2 years. If you paid up to ₹50 lakh, go to the District Commission; there is no fee up to ₹5 lakh.

My insurance claim was rejected unfairly. What can I do?

Complain in writing to the insurer first. If it rejects you, or doesn't reply within a month, you can go to the Insurance Ombudsman free of cost within one year (for claims up to ₹50 lakh), or file a case in the Consumer Commission.

My bank charged me wrongly and isn't fixing it.

Complain to the bank in writing first. If it doesn't reply within 30 days, or you're unhappy with the answer, file a free complaint with the RBI Ombudsman at cms.rbi.org.in. Under the new 2026 scheme, you must do this within 90 days.

The product didn't do what the ad promised. What can I do?

A false or misleading ad is illegal under the Consumer Protection Act. You can claim a refund and compensation in the Consumer Commission. You can also report the ad to the CCPA, which can stop it and fine the maker or endorser up to ₹10 lakh.

My flight was cancelled or badly delayed. What am I owed?

If your flight is cancelled with under 24 hours' notice, the airline must give an alternate flight you accept, or a full refund plus compensation of up to ₹10,000. Long delays get you meals, and very long ones a refund option or hotel, but no cash compensation.

Can I complain against a hospital or doctor for negligence?

Yes. Paid medical treatment is a 'service', so you can claim compensation for negligence in the Consumer Commission. You can also complain to the State Medical Council about misconduct. A police case is only for gross (very serious) negligence. A bad result alone is not negligence.