How to File a Consumer Complaint in India Online, Step by Step
A faulty product, a refund that never arrives or a service that was not delivered: how to escalate a consumer complaint calmly, from the seller to the National Consumer Helpline and e-Daakhil.
Customer service desk at Surrey Hills station. Photo: alisoncat17 via Flickr, CC0.
Most people have had a purchase go wrong: a phone that stops working within weeks, an online order that never arrives, a refund that has been "under process" for months or a service that was paid for but not provided. Indian consumer law gives buyers clear rights, and in many cases a well-organised complaint solves the problem without going anywhere near a courtroom.
This guide covers the practical steps. It is general information, not legal advice; for large amounts or complicated cases, consider speaking to a lawyer or a consumer organisation.
Step 1: Gather your evidence
Before contacting anyone, collect everything in one place:
- The bill, invoice or order confirmation, including the date and amount.
- Warranty cards, terms of service or booking details.
- Photos or videos of the defect or problem.
- Screenshots of the product listing or advertisement if it promised something specific.
- Records of every call, email and chat, with dates and reference numbers.
Step 2: Complain to the seller or company first
Contact the company through its official customer-care channels and explain the problem clearly and briefly. Say what happened, when, and what you want: a repair, a replacement or a refund. Ask for a complaint or ticket number and write it down.
Email is useful because it creates a written record. Keep your tone factual and polite; a clear, calm complaint is taken more seriously than an angry one.
Step 3: Escalate within the company
If there is no reply, or the answer is unsatisfactory within a reasonable time, look for the company's grievance officer or escalation contact. E-commerce platforms operating in India are required to display grievance-redressal details on their website or app. Write again, include your earlier ticket number and set a reasonable deadline, such as seven to ten days.
Step 4: Contact the National Consumer Helpline
If the company still does not resolve the issue, register your grievance with the National Consumer Helpline, run by the Department of Consumer Affairs. You can call 1915 or use its official website and app. The helpline forwards complaints to companies and tries to settle disputes before they reach a formal forum. Keep your docket number for follow-up.
Step 5: File a case with the Consumer Commission
When other routes fail, you can approach the Consumer Disputes Redressal Commission. There are commissions at district, state and national level, and which one you use depends on the value of the goods or services involved. Currently, claims up to ₹50 lakh go to the District Commission, claims above ₹50 lakh and up to ₹2 crore go to the State Commission, and larger claims go to the National Commission.
Complaints can be filed online through e-Daakhil, the government's official consumer complaint portal, and you can present your own case without a lawyer. Generally, a complaint should be filed within two years of the problem arising.
Tips that make a difference
- Act quickly; delays make evidence harder to gather.
- Keep copies of everything you send and receive.
- Be specific about the outcome you want.
- Use only official websites and helpline numbers; fraudsters sometimes pose as "complaint agents" who ask for a fee.
Frequently asked questions
Do I need a lawyer to file a consumer complaint?
No. Consumers can file and argue their own case at the Consumer Commission. A lawyer can help with complicated or high-value disputes, but is not required.
Is there a fee to file a consumer complaint?
Registering a grievance with the National Consumer Helpline is free. Filing with the Consumer Commission may involve a small fee depending on the claim value, and smaller claims are often exempt; check the current fee on the e-Daakhil portal.
What if an online seller refuses a refund?
Write to the platform's grievance officer with your order details and evidence. If that fails, register with the National Consumer Helpline, and then consider the Consumer Commission.
The order to follow
Evidence first, then the company in writing, then its grievance officer, then the National Consumer Helpline on 1915, and finally the Consumer Commission through e-Daakhil. Most disputes end at the second or third step, but knowing the full ladder makes you a more confident customer.
