How to File a Consumer Complaint in India

Most people buy something or use a service expecting it to work the way it should. When it fails, it naturally leaves them feeling cheated or annoyed. A faulty gadget, a service with hidden fees, or a repair job that barely lasts a week can throw a day off.

The good news is that India’s consumer protection system gives you a clear path to challenge such issues. Our guide will walk you through how consumer courts work, who can file a complaint and how to prepare your case.

What is a Consumer Complaint

A consumer complaint is a written statement filed when a buyer receives faulty goods or poor service. The process often starts with a consumer complaint letter sent to the business. If nothing changes, the customer may approach a consumer court. The right to file this complaint belongs only to the consumer involved.

The court reviews the facts presented by both sides before giving its decision. Only the consumer who experienced the problem can file this complaint.

What is a Consumer Court

A consumer court handles disputes between buyers and sellers under the Consumer Protection Act, 2019. It steps in when a trader or service provider fails to meet basic obligations. These issues often include:

• Sale of defective or poor-quality goods
• Overcharging or charging beyond the permitted rate
• Deficiency in service or failure to deliver what was promised

The purpose of the system is straightforward. It aims to:

• Settle disputes through economical legal processes
• Reduce long waiting periods for justice
• Promote fair conduct in the marketplace
• Protect consumers from unfair trade behaviour

Every consumer court applies the same law, though each operates at a different level based on the claim’s value.

Hierarchy of Consumer Courts

India follows a three-tier structure. A complaint is filed according to the value of the goods or services involved.

• District Commission: Handles cases where the value does not exceed 50 lakh rupees
• State Commission: Takes cases above 50 lakh rupees but below 2 crore rupees
• National Commission: Deals with disputes where the value crosses 2 crore rupees

This structure helps distribute the workload so that smaller cases do not get buried under larger ones.

Who Can File a Consumer Complaint

The law widens eligibility so that genuine grievances are not blocked simply because the affected person cannot file the case personally. The following entities are the ones who can file a complaint:

• Any voluntary consumer association registered under the Companies Act or any other law
• A Central authority established under the Act
• The Central Government or any State Government
• One or more consumers with the same interest
• Legal heirs or representatives if a consumer has passed away
• The parent or guardian of a minor consumer

Each of these categories acts on behalf of the consumer, ensuring the complaint still arises from an actual incident of loss or deficiency.

Process to File a Complaint in a Consumer Court

The process has a clear sequence. Each step helps ensure that the facts are recorded properly.

Step 1: Issue a Notice

Before going to court, the consumer should send a written legal notice to the trader or service provider. While as per the law, it is not mandatory to file the notice, it is beneficial for customers.

The notice must state:

• The defect or deficiency
• The relief sought
• The intention to file a case if the issue remains unresolved

This step often leads to an early and amicable resolution. And if it fails, consumers can file a complaint.

Step 2: Draft the Consumer Complaint Letter

If the opposite party does not respond or refuses to correct the defect, the next step is drafting the consumer complaint. It should include the following:

• Name and address of both sides
• The cause of action, including dates and facts
• Background details of the dispute
• The remedy or relief the consumer wants
• Signature and verification of the complainant

The complaint should be clear and factual, avoiding emotional language.

Step 3: Attach Supporting Documents

Documents make or break a consumer case. The complaint must include:

• Bills or receipts
• Online order confirmations
• Warranty or guarantee cards
• A copy of the notice sent to the trader or service provider

These documents show that the defect exists and that the consumer acted in good faith.

Step 4: File the Complaint

Three sets of the complaint and its documents must be filed before the relevant commission.
As we mentioned earlier, the value of the claim decides the court forum:

• Up to Rs. 50 lakh: District Commission
• Above Rs. 50 lakh and below Rs. 2 crore: State Commission
• Above Rs. 2 crore: National Commission

Step 5: Pay the Court Fee

The fee varies with the value of the goods or services and the compensation sought. It must be paid at the time of filing.

Step 6: Submit an Affidavit

The filing process concludes when the complainant submits an affidavit confirming the accuracy of the statements.

You can also use the National Consumer Helpline for a quicker fix:

• File the grievance online or through the helpline.

Once you file it, the complaint is sent to the business. Many issues are settled here without a formal case.

Grounds for Filing a Consumer Complaint

A complaint is valid when at least one of these grounds is present:

• Unfair or restrictive trade practices
• Defective goods
• Deficiency in services
• Overcharging beyond the legal or displayed price
• Sale of hazardous goods or services that risk safety

These grounds ensure that the system covers a wide range of consumer issues.

Reliefs Available Under the Consumer Protection Act

Consumer courts can grant several types of relief:

• Refund of the price paid
• Removal of defects in goods after testing
• Compensation for loss or injury caused by negligence
• Replacement of goods with a similar new product
• Removal of deficiencies in services
• Ban on the sale of hazardous goods
• Orders to stop unfair trade practices
• Corrective advertisements to counter misleading claims
• Costs and other suitable remedies

These reliefs are meant to restore the consumer as closely as possible to their position before the loss.

Conclusion

A consumer court complaint is not as complex as it appears. With the right documents and a clear record of communication, any buyer can challenge unfair behaviour.

If you need help drafting consumer complaint letter or choosing the right forum, our team at LegalWiz can make the process easier and organised while keeping everything legally accurate.