How to File a Consumer Complaint in India

A step-by-step guide · National Consumer Helpline 1915, consumerhelpline.gov.in & e-Daakhil

Bought a defective product, charged extra, denied a refund, or cheated by an online seller? In India you have a strong, mostly free system to get consumer complaints resolved. This guide shows the exact steps, numbers and portals — from a quick helpline call to a full consumer-court case.

Quick answer: Call the National Consumer Helpline on 1915 (toll-free) or register at consumerhelpline.gov.in. If that doesn't resolve it, file a formal case on e-Daakhil (edaakhil.nic.in) under the Consumer Protection Act, 2019.

Step 1 — Complain to the company first

Always start with the seller, brand or service provider. Send a clear written complaint (email or their official grievance form), state what went wrong, what you want (refund / replacement / repair), and a deadline. Keep the complaint reference number — you'll need it later to show you tried.

Step 2 — Use the National Consumer Helpline (NCH)

If the company ignores you or refuses, the NCH offers free mediation:

Call 1915 (toll-free, multiple languages), or register online at consumerhelpline.gov.in, the UMANG app, or WhatsApp 8800001915.
Create an account, choose the sector (e-commerce, banking, telecom, etc.) and company, and describe the issue.
Upload proof — invoice, order ID, screenshots, warranty card.
NCH takes up the matter with the company; many complaints are resolved at this stage without any court.

1915National Consumer Helpline

8800001915NCH WhatsApp

consumerhelpline.gov.inOnline complaint

Step 3 — File a case on e-Daakhil (Consumer Commission)

If mediation fails, you can file a formal complaint before the Consumer Disputes Redressal Commission online via e-Daakhil (edaakhil.nic.in) under the Consumer Protection Act, 2019. Which commission depends on the claim amount:

District Commission — claims up to ₹50 lakh
State Commission — ₹50 lakh to ₹2 crore
National Commission (NCDRC) — above ₹2 crore

Register on e-Daakhil, file the complaint, pay the small statutory fee (nil/minimal for small claims), and attach your evidence and an affidavit. You can represent yourself — a lawyer is optional.

Time limit: A consumer complaint should normally be filed within 2 years of the problem (the cause of action). Don't sit on it too long.

Documents to keep ready

Invoice / bill / order confirmation and payment proof
Warranty or guarantee card (if any)
All communication with the company (emails, chats, complaint reference)
Photos or videos of the defect, and your ID & contact details

Telecom & internet complaints (special case)

For mobile, broadband or DTH issues the path is slightly different:

Complain to your operator's customer care and note the docket number.
If unresolved, escalate to the operator's Appellate Authority (listed on their website).
For spam calls/SMS use the DND service or the TRAI DND app; for number misuse and fraud, report on sancharsaathi.gov.in (Department of Telecommunications).

TRAI is the regulator but it does not settle individual billing disputes directly — those go through the operator's appellate route and, if needed, the consumer commission above.

Consumer complaint FAQ

Is the National Consumer Helpline free?

Yes, calling 1915 and registering at consumerhelpline.gov.in is completely free.

Do I need a lawyer for consumer court?

No. You can file and argue your own case on e-Daakhil. A lawyer is optional and only advisable for large or complex claims.

How long does a consumer complaint take?

Helpline mediation can resolve issues in days to a few weeks. A formal consumer commission case takes longer — often several months — but the law targets disposal within 3–5 months.