How do I file a consumer complaint? Do I need a lawyer?
Simple answer
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.
Real-life examples
Arjun paid ₹80,000 for a laptop that kept failing. He filed on e-Jagriti in Jaipur, where he lives, though the company is in Bengaluru. As the price was under ₹5 lakh, he paid no fee and argued the case himself.
Lakshmi's dispute is over a flat that cost ₹1.2 crore. Because she paid more than ₹50 lakh, her complaint goes to the State Commission, not the District Commission.
Rahul waited three years to complain about a faulty AC. His complaint is late, so he must show a good reason (sufficient cause) for the delay. If he cannot, the Commission may refuse to hear it.
What should you do?
- 1Write to the seller or company first and keep proof. Calling 1915 for a free settlement attempt also helps.
- 2Collect bills, warranty, photos, emails and chats. Write a short timeline of what happened.
- 3Register on e-Jagriti, pick the commission by the amount you paid, upload documents and pay the fee if any.
- 4Ask for clear reliefs: refund or replacement, interest, compensation and costs.
- 5Attend the hearings, and consider mediation if it is offered. If you lose at the District Commission, you can appeal to the State Commission within 45 days.
- 6Need help? Call NALSA at 15100 to ask about free legal aid.
Exceptions & limits
- Goods or services bought for resale or commercial use are not covered, unless used only to earn your own livelihood.
- Services given free of charge, and personal service contracts (like employing a household worker), are not 'services' under this law.
Official legal reference
Consumer Protection Act, 2019 — Sections 34(2), 35
Who can file and where, including where you live or work; complaints may be filed electronically with the prescribed fee.
Consumer Protection Act, 2019 — Section 69
Complaint must be filed within 2 years of the cause of action; later only if the Commission accepts a sufficient reason.
Consumer Protection Act, 2019 — Section 41
Appeal from the District to the State Commission within 45 days; to appeal an order to pay, 50% of the amount must be deposited.
Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021
District: up to ₹50 lakh; State: ₹50 lakh to ₹2 crore; National: above ₹2 crore, based on the amount paid.
Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 — Rule 7(2)
Fee table: nil up to ₹5 lakh paid; then ₹200, ₹400 and ₹1,000 for higher slabs at the District Commission.
Where to get help
e-Jagriti (Consumer Commission e-filing)
File a case before the District, State or National Consumer Commission online.
National Consumer Helpline
Free pre-litigation help to resolve complaints with sellers and service providers.
NALSA Free Legal Aid
Free lawyer and legal advice for eligible people through Legal Services Authorities.
Source & status
- Applies to
- All of India
- Law in force since
- 20 Jul 2020
- Legal review
- Draft — awaiting lawyer review
Educational information, not legal advice for your case. Exact facts and the law that applies matter — speak to a lawyer before acting.