How to File a Consumer Complaint in India ( Guide with Steps & Portal)

Introduction
In today’s fast-paced consumer market, individuals often find themselves at the receiving end of defective products, poor services, or unethical business practices. However, consumers are not without protection. The legal framework in India, particularly under the Consumer Protection Act, 2019, grants every consumer certain rights and the means to enforce them effectively.
Consumer Complaints can be made in both online and offline ways .However, this article provides a detailed and practical guide on how to file a online consumer complaint , ensuring that consumers are fully equipped to seek redressal when their rights are infringed.

Understanding Consumer Rights in India
The Consumer Protection Act, 2019 lays down specific rights available to consumers, ensuring fair treatment and accountability in the marketplace. These rights include:

-Right to Safety – Protection against hazardous goods and services.
-Right to Information – Full disclosure regarding the product or service.
-Right to Choose – Access to a variety of options without pressure.
-Right to Be Heard – Assurance that consumer grievances will be considered.
-Right to Redressal – Compensation or remedy for unfair trade practices.
-Right to Consumer Education – Awareness about rights and responsibilities.

Any violation of these rights entitles the consumer to approach the appropriate forum for redressal.

Who Can File a Consumer Complaint?
1.A consumer complaint may be filed by:
2.Any individual who has purchased goods or availed services.
3.A group of consumers with the same interest (class action).
4.A legal heir or representative of a deceased consumer.
5.Registered voluntary consumer associations.

Procedure to File a Consumer Complaint in 2025 (Online Method)
With the integration of digital services in the legal ecosystem, the process of filing consumer complaints has become more streamlined and accessible.

Step 1: Initiate Communication with the Opposite Party

-Before initiating formal legal proceedings, the consumer should attempt to resolve the issue amicably by:
-Contacting the seller or service provider.
-Sending a written complaint or a legal notice.
-Maintaining records of communication and evidence of the grievance.
-If the issue is not resolved within a reasonable period (usually 30 days), the consumer can proceed to file a formal complaint.

Step 2: File the Complaint through the E-Daakhil Portal

The Government of India has introduced the E-Daakhil portal to simplify the process of lodging consumer complaints. The portal is accessible at https://edaakhil.nic.in.(copy the link from here and paste on your browser)
Documents Required:
1.Complaint draft
2.Purchase receipt or invoice
3.Identity proof
4.Legal notice (if served)
5.Evidence such as photographs, screenshots, or emails
6.Others

Step 3: Determine Jurisdiction

The appropriate consumer commission is decided based on the value of the goods/services and the compensation claimed:
Commission Jurisdiction
District Commission Up to ₹50 lakhs
State Commission ₹50 lakhs to ₹2 crores
National Commission Above ₹2 crores

The complaint may be filed in the jurisdiction where the consumer resides or where the opposite party operates.

Step 4: Payment of Prescribed Fee
A nominal court fee is required to be paid along with the complaint. For example, for claims up to ₹5 lakhs, the fee is only ₹200. The portal facilitates online payment for convenience.

Step 5: Proceedings and Redressal

Once the complaint is admitted:
-A notice is sent to the opposite party.
-A hearing is scheduled.
-The commission examines the facts and evidence.
-An appropriate order is passed which may include refund, replacement, compensation, or punitive damages.
Importantly, consumers are allowed to represent themselves without mandatory legal representation, although legal advice is recommended in complex cases.

Time Limit for Filing a Complaint
A complaint must generally be filed within two years from the date on which the cause of action arises. Delays may be condoned by the forum if sufficient cause is shown.

Appeals
If a consumer is dissatisfied with the order passed by the District commission , then appeal to State Commission must be filed within 45 days. An appeal against the State or National Commission Order can be filed with the National Commission or Supreme Court, respectively, within 30 days from the date of the order.

Conclusion
The evolving legal landscape in India has made it significantly easier for consumers to protect their rights without undue burden. The Consumer Protection Act, 2019, coupled with technological tools like the E-Daakhil portal, has empowered consumers to challenge unfair practices in a timely and efficient manner.
By understanding the legal remedies available and following the prescribed procedure, every consumer can ensure that they are treated fairly and justly in the marketplace.