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Consumer complaints
The Consumer Protection Act, 2019 lets a consumer seek compensation for defective goods, deficient services and unfair trade practices before a three-tier set of Consumer Commissions.
Published by Master Legal Work · Sources and use of this guide
Stage by stage
Written complaint to the seller
Write to the trader or service provider and keep proof. This often resolves the matter and is useful evidence.
Choose the forum
The District, State or National Commission is chosen by the value of goods or services paid for (ss.34, 47, 58 read with the Consumer Protection (Jurisdiction) Rules, 2021). Complaints can be filed online.
Limitation
A complaint should be filed within two years of the cause of action (s.69); delay may be condoned for sufficient cause.
Admission and notice
The Commission decides whether to admit the complaint and issues notice to the opposite party (ss.36, 38). Mediation may be offered (s.37).
Evidence and order
Evidence is usually by affidavit. The Commission may order replacement, refund, compensation and costs (s.39).
Appeal
Appeal from the District Commission lies to the State Commission within 45 days (s.41).
What to prepare
- Keep the bill, warranty card and all correspondence.
- Take dated photographs of the defect.
- Calculate the amount paid, which decides the forum.
- Do not discard the defective product.
Documents to keep ready
- Invoice / receipt
- Warranty or service contract
- Emails, chats and complaint numbers
- Photographs or expert report
- Proof of payment
Frequently asked questions
Who is a consumer?
A person who buys goods or hires services for consideration, but not for a commercial purpose (s.2(7)). Buying for earning a livelihood by self-employment is not 'commercial purpose' (Laxmi Engineering Works).
Are medical services covered?
Yes, paid medical services are covered, as held in Indian Medical Association v. V.P. Shantha.
Can I file online?
Yes. The Consumer Commissions accept online filing through the official e-filing platform (e-Jagriti).
Official sources
- Consumer Protection Act, 2019 (India Code)
General information only, not legal advice. Statutory references show BNSS / BNS / BSA with the earlier CrPC / IPC / Evidence Act where relevant. Check the precise commencement notification and savings: pending proceedings may remain governed by the earlier procedural law, and the offence date determines the applicable substantive penal law. Judgments are linked as reported; check the full text and any later decisions. Last reviewed 9 October 2026.
Discuss your own matter
Consultations by appointment: in person, by telephone, on WhatsApp or by video call. Your documents can be studied before the meeting.
Related model formats
Read the factual and evidence prompts, filing checks and separate authority notes. Adapt the format to the actual facts and governing law before use.