What is a Consumer Complaint?
A consumer complaint is a formal expression of dissatisfaction by a buyer regarding a product or service. Under the Consumer Protection Act, 2019, any "consumer" who has purchased goods or availed services can file a complaint against unfair trade practices, defective goods, or deficiency in services.
The Act establishes a three-tier quasi-judicial system known as Consumer Commissions (District, State, and National) to provide simple, speedy, and inexpensive redressal to consumers.
Valid Grounds for Filing a Complaint
You can file a complaint if you face issues such as:
- Defective Goods: Manufacturing defects, poor quality, or products not matching the description.
- Deficiency in Services: Poor service quality by banks, insurance companies, builders, hospitals, airlines, etc.
- Unfair Trade Practices: Misleading advertisements, false claims, or hoarding.
- Overcharging: Charging above the MRP or agreed price.
- Hazardous Goods: Selling goods that are unsafe or hazardous to life.
Step-by-Step Filing Process
- Send a Legal Notice: While not strictly mandatory, it is highly recommended to send a formal legal notice to the opposite party giving them 15-30 days to resolve the issue.
- Draft the Complaint: If the issue is not resolved, draft a formal complaint stating facts, evidence, and the relief sought (refund, compensation, etc.).
- File Online or Offline: You can file physically at the appropriate Consumer Commission or online via the E-Daakhil portal.
- Pay Court Fees: Pay the nominal court fee based on the value of your claim.
- Admission Hearing: The court will hear the case for admission. If admitted, a notice is sent to the opposite party.
- Evidence & Arguments: Both parties present their evidence and arguments.
- Final Order: The commission passes a final order granting relief if the case is proven.
Documents Required
- Proof of Purchase: Invoice, bill, or receipt.
- Warranty/Guarantee Card: If applicable.
- Proof of Payment: Bank statement, credit card slip, or UPI transaction ID.
- Correspondence: Emails, letters, or WhatsApp chats with the company.
- Legal Notice: Copy of the legal notice sent and proof of delivery.
- Affidavit: A sworn statement verifying the facts of the complaint.
Consumer Court Fees (2025)
The fee depends on the total value of goods/services and compensation claimed:
| Commission Level | Claim Value | Court Fee |
|---|---|---|
| District Commission | Up to ₹5 Lakh | Nil |
| ₹5 Lakh - ₹10 Lakh | ₹200 | |
| ₹10 Lakh - ₹20 Lakh | ₹400 | |
| ₹20 Lakh - ₹50 Lakh | ₹1,000 | |
| State Commission | ₹50 Lakh - ₹1 Crore | ₹2,000 |
| National Commission | Above ₹2 Crore | ₹7,500 (approx) |
Where to File? (Jurisdiction)
Pecuniary Jurisdiction:
- District Commission: Claims up to ₹50 Lakhs.
- State Commission: Claims from ₹50 Lakhs to ₹2 Crores.
- National Commission: Claims above ₹2 Crores.
Territorial Jurisdiction: You can file the complaint where:
- The opposite party resides or carries on business.
- The cause of action arose (where the transaction happened).
- The complainant resides or works for gain (This is a major benefit for consumers).
