Consumer complaint: defective goods, poor service, refunds

General information, not legal advice. This guide explains the usual steps in plain words. Every case has its own facts, and the law and the rules change. For a serious matter, speak to a lawyer. If you cannot afford one, you may get one free: call 15100. Last checked November 2026.

Write to the seller first, then file online with the consumer commission. A small fee, or none, and no lawyer is needed.

What to do, step by step

1. Write to the seller or service provider, describing the problem and what you want: repair, replacement, refund or compensation. Give a date, such as 15 days. Keep a copy and the proof of sending.
2. Call the National Consumer Helpline on 1915, or use the INGRAM portal. They contact the company for you and often resolve it.
3. If it is not solved, file a complaint with the consumer commission. You can do it online at e-Daakhil, from home.
4. Choose the commission by the value of what you paid: District up to Rs 50 lakh, State above Rs 50 lakh up to Rs 2 crore, National above Rs 2 crore.
5. Attach the bill, the correspondence and photos. State clearly what you are asking for.
6. You can appear yourself. A lawyer is not compulsory.

Where to go

• National Consumer Helpline 1915
• e-Daakhil, online filing
• District Consumer Disputes Redressal Commission, in the district court area

What to carry

• Bill, invoice, receipt or payment proof
• Warranty card, order details, advertisements
• Your letters, emails and replies
• Photos or reports of the defect

Time limits

• File within 2 years from the date the problem arose. The commission can allow a later filing for sufficient cause.

What the law says

• Consumer Protection Act 2019: rights, central authority, commissions
• Section 69: limitation period of 2 years
• Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules 2021: value limits
• The fee is nil for claims up to Rs 5 lakh.

If it does not work

• Appeal to the next commission within the time stated in the order (usually 30 to 45 days).
• Mediation is also available through the commission.

Free help

• The commission clerk can help you with the form. A DLSA lawyer is available if you qualify.

Sources

• Consumer Protection Act 2019
• e-Daakhil
• National Consumer Helpline

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Section numbers are from the Bharatiya Nagarik Suraksha Sanhita (BNSS), the Bharatiya Nyaya Sanhita (BNS) and other Acts, with the old number in square brackets. For events before 1 July 2024 the old law (CrPC, IPC) applies. Spotted a mistake? Corrections are welcome.