How to escalate a consumer complaint in India
Updated · General information, not legal advice
Most disputes are resolved at the first or second step, but if they are not, there is a clear ladder of escalation. Always keep a written, dated record at every level.
The escalation ladder
- Customer care (ticket number, reply within the company's stated time)
- Nodal or grievance officer
- Appellate authority, where the company has one
- Sector regulator or ombudsman
- National Consumer Helpline (1915)
- Consumer Commission via e-Daakhil
Banking, cards and payments
Complain to the bank or card issuer first. If you do not get a reply within 30 days, or you are not satisfied, file a complaint with the RBI Ombudsman through the Complaint Management System at cms.rbi.org.in.
Insurance
Write to the insurer's grievance cell, then register the complaint on the IRDAI Bima Bharosa portal. The Insurance Ombudsman handles certain disputes within its limits.
Airlines and travel
Complain to the airline, then lodge the complaint on AirSewa, the Ministry of Civil Aviation grievance portal, for cancellations, delays, refunds and baggage.
E-commerce and delivery
Use the platform's grievance officer (mandatory under the E-Commerce Rules, 2020), then the National Consumer Helpline and the Consumer Commission if the refund or replacement is refused.
Telecom
Follow the operator's complaint, nodal and appellate process. Check the regulator's website for the current grievance route before escalating.
Government services
Use CPGRAMS (pgportal.gov.in) for grievances against government departments.
Put your complaint on the public record
Free, takes about a minute, and the company can reply in the open.
Raise a complaintFrequently asked questions
When should I escalate a complaint?
Give the company a reasonable time to respond, typically 7 to 15 days, or the timeline stated in its grievance policy or the sector rules, then escalate to the next level.
Can I use more than one route at the same time?
Often yes, for example the National Consumer Helpline and a regulator, but you cannot usually pursue the same claim in two formal forums at once. Check the rules for each route.