The Consumer Protection Act, 2019 replaced the 1986 Act and modernised the consumer dispute regime. It introduced e-filing, mediation, and product liability — and made the consumer commissions far more accessible than civil courts. Most matters are decided in months, not years.

Important: A consumer complaint can be filed at the place where the consumer resides or works, not just where the seller is located. The 2019 Act expanded jurisdiction in favour of the consumer — use it.

Who is a consumer?

A consumer is any person who buys goods or hires services for consideration — for personal use, not for resale or commercial purposes. Under the 2019 Act, a person who buys goods online or offline, including through telemarketing or direct selling, is squarely covered.

Three-tier consumer commission jurisdiction

  1. District Consumer Disputes Redressal Commission — claims up to Rs. 50 lakh.
  2. State Consumer Disputes Redressal Commission — claims above Rs. 50 lakh and up to Rs. 2 crore.
  3. National Consumer Disputes Redressal Commission — claims above Rs. 2 crore.

How to file a consumer complaint

  1. Send a written demand notice to the trader or service provider; this is best practice though not always mandatory.
  2. Draft the complaint — facts, cause of action, relief sought, and a list of documents.
  3. File online at edaakhil.nic.in or physically at the commission with jurisdiction.
  4. Pay the prescribed fee (nominal — Rs. 100 to a few thousand depending on claim value).
  5. Attend the first hearing; the commission may refer it to mediation.
  6. If mediation fails, evidence is led on affidavit, arguments are heard, and the order is passed.

What you can claim

  • Refund of the price paid, with interest.
  • Replacement of the defective goods.
  • Removal of defects in the service or correct provision of the service.
  • Compensation for loss or injury due to the trader's negligence.
  • Punitive damages in egregious cases.
  • Costs of litigation.

Warning: A complaint must be filed within 2 years of the cause of action arising. Delay can be condoned for good reason — but do not bank on it. Diarise the deadline and file early.

Limitation

A consumer complaint must be filed within 2 years from the date on which the cause of action arose. Delay can be condoned for good reason, but do not bank on it — file early.

Consumer commissions are intentionally light on procedure and heavy on outcomes. Bring your invoices, screenshots, warranty cards, and email trail; a tightly documented complaint is half-won at the first hearing.