How do I file a consumer complaint in India? Step-by-step procedure, fees and which forum to approach

Jurisdiction is based on the value of goods or services paid as consideration — not the compensation you're claiming. Under the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021:

• District Commission: value up to ₹50 lakh
• State Commission: value above ₹50 lakh up to ₹2 crore
• National Commission: value above ₹2 crore

File at the District Commission having jurisdiction over your residence, workplace, or where the transaction took place — you no longer need to file where the seller/company is located, which was a major pain point under the old Act.

e-Daakhil (edaakhil.nic.in) is the National Consumer Disputes Redressal Commission's official portal for filing complaints electronically across District, State, and National Commissions. It removes the need to physically visit a forum to file, pay fees, or track hearings for most of the process.

Some smaller/rural jurisdictions may not yet be fully active on e-Daakhil — check availability for your district first; where unavailable, you file a physical complaint at the local District Commission registry instead, following the same substantive steps below.

1. Register an account on edaakhil.nic.in with your name, email, and mobile number.
2. Click 'File a New Case' and select 'Consumer Complaint'.
3. Select jurisdiction — the state and district commission based on your case value and location.
4. Enter complainant and opposite party details — your details and the seller/manufacturer/service provider's details, including address for service of notice.
5. Enter the claim — the value of goods/services paid, and the relief sought (refund, replacement, compensation).
6. Upload supporting documents — purchase invoice/receipt, warranty card, correspondence with the seller, photos of the defect, and any written complaint you already sent them.
7. Pay the filing fee online via the portal.
8. Submit — you receive a case/diary number to track status; the commission issues notice to the opposite party and lists the matter for hearing.

Fees are nominal and scale with claim value, typically ranging from a few hundred rupees at the lower end to a few thousand at the higher end of District Commission jurisdiction. Several states have exempted or significantly reduced fees for claims up to ₹5 lakh to encourage small consumers to approach the forum without cost being a barrier — check the current fee notification for your state commission on e-Daakhil before filing, since exact slabs are revised periodically.

Consumer Commissions can order:

• Refund of the amount paid
• Replacement of the defective goods
• Removal of defects in goods or deficiency in service
• Compensation for loss or injury suffered due to the seller's negligence
• Punitive damages in appropriate cases
• Discontinuation of unfair trade practices or restrictive trade practices

Unlike a civil suit, you generally don't need a lawyer — the process is designed to be argued by the consumer directly, though you may engage one for higher-value or complex disputes.

A consumer complaint must be filed within 2 years from the date the cause of action arose (e.g., date of purchase, date the defect was discovered, or date the seller refused to resolve it). The Commission can condone delay beyond 2 years if you show sufficient cause, but don't rely on this — file as soon as the seller stops responding or refuses a resolution.