Quick answer
- Consumer complaints can be filed online on the government’s e-Jagriti portal (e-jagriti.gov.in), which replaced e-Daakhil from 1 January 2025, under the Consumer Protection Act, 2019.
- The forum depends on the value of goods or services paid: District Commission up to ₹50 lakh, State Commission ₹50 lakh to ₹2 crore, National Commission above ₹2 crore.
- You can file where you live or work. You don’t have to file where the seller is.
- File within 2 years of the cause of action (Section 69). Complaints where the amount paid is up to ₹5 lakh carry no fee.
Defective products, unfair bank charges, cancelled flights, insurance claim rejections and builder delays are all consumer disputes. The 2019 Act made the process simpler, and you can now file from home.
Who is a consumer?
Anyone who buys goods or hires services for consideration, including online, other than for resale or a commercial purpose. A person who buys for self-employment to earn a livelihood is still a consumer.
Which Consumer Commission should you approach?
Under the Consumer Protection (Jurisdiction of the District Commission, State Commission and National Commission) Rules, 2021, it depends on the amount paid as consideration:
- District Commission: up to ₹50 lakh
- State Commission: above ₹50 lakh and up to ₹2 crore
- National Commission (NCDRC): above ₹2 crore
Under Section 34, you can file where the opposite party resides or carries on business, or where you reside or personally work.
How do you file on e-Jagriti?
- Register on the e-Jagriti portal (e-jagriti.gov.in) with your email and mobile number
- Choose the Commission (state and district)
- Fill in the details of the parties, the facts, the deficiency or defect, and the relief claimed (refund, replacement, compensation, costs)
- Upload the complaint, affidavit, and documents such as the invoice, warranty, emails and the legal notice
- Pay the fee online, if applicable, and track the case status
What documents should you keep ready?
- Bill, invoice or payment proof
- Warranty card, policy or agreement
- Complaints made to the company and its replies
- Photos or expert reports of the defect
- A copy of any legal notice sent
Is sending a legal notice compulsory?
No, but it is useful. A notice gives the company a chance to settle and creates a record of your demand. Many disputes end at this stage.
How long does it take?
The Act says a complaint should be decided within 3 months where no testing of goods is needed, and within 5 months where it is. In practice it often takes longer, but mediation under Section 37 can speed things up.
Can you appeal?
Yes. An appeal from the District Commission lies to the State Commission within 45 days (Section 41). The appellant must first deposit 50% of the amount awarded.
Need help?
We handle consumer cases before the District Commissions of Ghaziabad and Gautam Buddh Nagar, the State Commissions, and the NCDRC. See consumer court lawyer in Noida. For flat delays, also read about RERA remedies.
Frequently asked questions
Is there a fee to file a consumer complaint?
No fee is payable where the amount paid for the goods or services is up to ₹5 lakh. Above that, a fee is charged on a slab basis and is paid online on e-Jagriti.
Do I need a lawyer to file a consumer complaint?
No. You can file and argue your own case. A lawyer helps with drafting, evidence and high-value or complex claims.
What is the time limit to file a consumer complaint?
Two years from the date the cause of action arose (Section 69). A late complaint is admitted only if the Commission is satisfied that there was sufficient cause for the delay.
Can I file against an online seller in another state?
Yes. You can file where you reside or personally work for gain (Section 34), so you do not have to go to the seller’s city.
Is e-Daakhil still working?
e-Daakhil has been merged into the e-Jagriti platform launched on 1 January 2025. Existing e-Daakhil users can migrate their account and cases to e-Jagriti.
Sources
- Consumer Protection Act, 2019 — Sections 2(7), 34, 35, 37, 38, 41 and 69
- Consumer Protection (Jurisdiction of the District Commission, State Commission and National Commission) Rules, 2021
- Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 — Rule 7 (fees)
- e-Jagriti portal (Department of Consumer Affairs; replaced e-Daakhil from 1 January 2025)
This article is general legal information, not legal advice for your specific case. Law and procedure change; please consult an advocate before acting.
