You bought a phone that stopped working in a week, a flight that was cancelled without a refund, or a course that never delivered what it promised. You complained to the seller, and nothing happened. What now?
In India, you do not need a lawyer or a lot of money to fight back. The Consumer Protection Act, 2019 gives every buyer the right to complain about defective goods, deficient services, unfair trade practices, and misleading advertisements. Most disputes can be resolved without hiring a lawyer, and the cheapest route, the National Consumer Helpline, is free.
This guide explains how to file a consumer complaint in India in 2026, online and offline, in the right order: try the helpline first, send a legal notice, and only then file a formal case. It covers the current portal, the fees, the forums, the documents, and the deadlines.
Know your rights first
The Consumer Protection Act, 2019 protects you whether you bought a product in a shop, ordered online, booked a service, or paid for a course. Your basic rights include the right to be protected against goods and services that are hazardous to life, the right to be informed about the quality, quantity, price, and standard of what you buy, the right to choose, the right to be heard, and the right to seek redressal.
You can complain about a defective product, a service that was not delivered as promised, an unfair trade practice such as hidden charges, or a misleading advertisement. The E-Commerce Rules, 2020 add specific protections for online shopping, including the right to return defective products, claim refunds, and demand replacement from sellers and platforms.
Step 1: Complain to the seller first, in writing
Before you approach any authority, complain to the seller or service provider in writing: email, app chat, or a written letter, not just a phone call. State the problem, the date of purchase, the bill number, and what you want: a refund, a replacement, a repair, or compensation.
Keep every reply. Screenshots of chats, emails, and call records are evidence, and the consumer forum will ask for them. Give the seller a reasonable time to respond, usually 7 to 15 days. If they ignore you or refuse, move to the next step. Do not skip this step, because the forum will ask what you did before filing.
Step 2: Try the National Consumer Helpline (free)
The National Consumer Helpline, or NCH, is the government’s free pre-litigation grievance platform, run by the Department of Consumer Affairs under the Integrated Grievance Redressal Mechanism, known as INGRAM.
You can reach it on the toll-free number 1915, through WhatsApp and SMS on 8800001915, by email, through the NCH and UMANG apps, or on the web portal at consumerhelpline.gov.in. Complaints are accepted in English and regional languages. The helpline is free, and typical resolution takes 15 to 45 days, according to the guides reviewed.
Important: the helpline has no power to order a company to do anything. It facilitates and persuades; it does not adjudicate. It works well for straightforward cases such as a missing refund or a delayed delivery, where a nudge from a government platform makes the company act. It does not work for every case, and raising a grievance on the helpline does not stop your two-year limitation clock for filing a formal case. That clock keeps running, so do not wait months on the helpline if the company is not responding.
Note on helpline numbers: older guides list 1800-11-4000 or 14404 for the helpline, and some still do. Newer 2026 guides give 1915 as the current toll-free number, with 10 am to 5 pm hours on all days except national holidays. If 1915 does not connect, try the web portal at consumerhelpline.gov.in, which is the most reliable route.
Step 3: Send a legal notice
If the helpline does not resolve the issue, send a formal legal notice to the seller by registered post or email. The notice should state the facts, the bill and product details, the loss you suffered, and a clear demand: refund, replacement, or compensation within 15 to 30 days.
A legal notice is not a court case. It is a formal warning that you will file one. Many companies settle at this stage, because a notice shows you are serious and you have kept records. You do not need a lawyer to send a notice, though a lawyer’s letterhead adds weight for a high-value claim. Keep proof of delivery.
Step 4: File online on e-Jagriti
If the notice fails, file a formal complaint with the Consumer Disputes Redressal Commission. This is the step most people call “going to consumer court”, and in 2026 it happens online.
The portal you need is e-Jagriti at e-jagriti.gov.in. The older e-Daakhil portal was merged into e-Jagriti on 1 January 2025, along with three other legacy systems, so if you search for e-Daakhil today, you will end up filing on e-Jagriti. Do not use old links to edaakhil.nic.in from outdated guides; go directly to e-jagriti.gov.in.
The online filing process is:
- Register on e-Jagriti with your mobile number and an OTP.
- Pick the right Commission based on your claim value, using the table below.
- Draft your complaint in the fixed format, Form A, with the facts, the parties, the bill details, and the relief you want.
- Attach your evidence: bills, warranty cards, photos of the defective product, screenshots of chats and emails, and the legal notice with proof of delivery.
- Attach a notarised affidavit, as the portal requires.
- Pay the fee online by net banking, UPI, or card, if a fee applies.
- Get your e-filing number and track the case from your dashboard.
You can represent yourself. You do not need a lawyer to file or argue a consumer case, and most complainants do it themselves. Hearings may be physical or virtual, and many commissions now offer virtual hearing options.
Which forum is yours: District, State, or National
Your claim value decides which Commission hears your case. The limits were revised by a notification dated 30 December 2021:
- District Commission: claims up to Rs 50 lakh
- State Commission: claims above Rs 50 lakh and up to Rs 2 crore
- National Commission: claims above Rs 2 crore
You must also file where you live or work, or where the opposite party resides or carries on business. Filing in the wrong forum is one of the most common reasons for delay, so check the claim value carefully before you choose. The claim value includes the price of the goods or services plus the compensation you seek.
Fees: what you actually pay
Filing a consumer complaint is deliberately cheap. For most ordinary disputes, the fee is very little, and many small claims are free.
The fee slab reported by the guides reviewed for this post is:
- Claim up to Rs 5 lakh at the District Commission: no fee
- Claim from Rs 5 lakh to Rs 10 lakh: Rs 200
- Claim from Rs 10 lakh to Rs 20 lakh: Rs 400
- Claim from Rs 20 lakh to Rs 50 lakh: Rs 1,000
- National Commission, claims above Rs 2 crore: Rs 5,000
Another source gives a broader range: District fees of Rs 200 to Rs 1,000, State fees of Rs 2,000 to Rs 4,000, and National fees of Rs 5,000 to Rs 7,500, with fees often waived or reduced for BPL or Antyodaya card holders, senior citizens, and persons with disabilities on proof. Because sources differ, always confirm the exact figure on the e-Jagriti payment screen before you pay. The helpline itself is free, and filing a grievance on INGRAM costs nothing.
Step 5: File offline if you prefer
You can also file in person at the District, State, or National Commission office. Take the written complaint in the prescribed format, your evidence, a notarised affidavit, and the fee by demand draft or digital payment. The Commission office will give you a diary number as your reference. Offline filing takes longer than online filing, but it suits people who are not comfortable with a portal, or who live near the Commission office.
Deadlines and timelines you must know
The most important deadline is the two-year limitation period under Section 69 of the Consumer Protection Act, 2019. A complaint must be filed within two years from the date the cause of action arose, which is usually the date you discovered the defect or the date the service failed. If you miss the deadline, the Commission can refuse to hear the case, so do not wait.
Once admitted, the statutory disposal target is three months under Section 38(7) of the Act, or five months if expert opinion or lab analysis is required. In practice, cases can take longer, especially in busy District Commissions, but the three-month target gives you a clear expectation and a basis to ask about delays.
Documents to keep ready
Gather these before you file, online or offline:
- Purchase bill or invoice, and payment proof such as a UPI receipt or bank statement
- Warranty card or guarantee document
- Photos or videos of the defective product
- Screenshots of chats, emails, and order pages
- The legal notice and proof that it was delivered
- Your ID proof and address proof
- A short written note of the timeline: what happened, on which dates, and what you asked for
The strongest cases are the ones with the clearest paper trail. A bill plus a dated chat screenshot beats a long angry paragraph with no proof.
What relief can you get?
The Commission can order a refund, a replacement, a repair, compensation for the loss you suffered, and the costs of filing the case. In cases of misleading advertising or unfair trade practice, it can also order the company to stop the practice. The relief you ask for must be reasonable and linked to your actual loss, with bills or estimates to support it.
Common mistakes that weaken a complaint
The first mistake is waiting too long and missing the two-year deadline. The second is filing in the wrong forum for your claim value. The third is filing with no evidence: no bill, no screenshots, no notice. The fourth is asking for an unrealistic amount of compensation with no basis. The fifth is relying only on the helpline and never filing a formal case, while the limitation clock runs out.
FAQ
How can I file a consumer complaint online in India?
Register on e-Jagriti at e-jagriti.gov.in, pick the right Commission for your claim value, fill in Form A, upload your bills and evidence with a notarised affidavit, pay the fee if one applies, and track the case from your dashboard. The older e-Daakhil portal was merged into e-Jagriti on 1 January 2025.
What is the National Consumer Helpline number?
The current toll-free number is 1915. You can also use WhatsApp and SMS on 8800001915, the NCH and UMANG apps, or the web portal at consumerhelpline.gov.in. Older guides list 1800-11-4000 or 14404; 1915 is the number given in 2026 guides.
How much does it cost to file a consumer complaint?
Filing a grievance with the National Consumer Helpline is free. A formal case at the District Commission is free for claims up to Rs 5 lakh, then Rs 200 to Rs 1,000 depending on the claim value. State and National Commission fees are higher. Confirm the exact figure on the e-Jagriti payment screen, because sources differ.
What is the time limit for filing a consumer complaint in India?
Two years from the date the cause of action arose, under Section 69 of the Consumer Protection Act, 2019. Raising a grievance on the helpline does not stop this clock, so file the formal case in time.
Do I need a lawyer to file a consumer complaint?
No. You can represent yourself in the District, State, and National Commissions. Most complainants do. A lawyer is useful for high-value or complex claims, but it is not required.
Which forum should I file in for a claim of Rs 3 lakh?
The District Commission, which handles claims up to Rs 50 lakh. Claims above Rs 50 lakh and up to Rs 2 crore go to the State Commission, and claims above Rs 2 crore go to the National Commission.
Can I complain against Amazon or Flipkart?
Yes. You can complain through the National Consumer Helpline at 1915 or consumerhelpline.gov.in for fast redressal, and file a formal case on e-Jagriti if the platform does not resolve it. Keep your order ID, bill, and screenshots of the product page and your chats with the seller.
Conclusion
Filing a consumer complaint in India in 2026 is a process with a clear order: complain to the seller in writing, try the National Consumer Helpline on 1915 for free, send a legal notice, and then file on e-Jagriti at e-jagriti.gov.in if nothing works. Pick the right forum for your claim value, keep your bills and screenshots ready, and file within two years.
Most disputes never reach a hearing, because a helpline complaint or a legal notice is enough to make a company act. The cases that do reach the Commission are usually won by the person with the best records, not the loudest voice. Keep your proof, meet your deadlines, and do not be afraid to file. The system was built for ordinary consumers, and it works best when they use it.
