Panchaayat

How to file a consumer complaint in India

Updated · General information, not legal advice

If a company has overcharged you, refused a refund, delivered a faulty product or ignored your complaint, you have clear rights under the Consumer Protection Act, 2019. This guide walks through the practical steps, in the order that usually gets results.

1. Collect your evidence first

  • Order, booking, policy, account or ticket numbers
  • Invoices, receipts, bank or UPI statements and screenshots
  • Dates, times and names of every call or chat, plus emails sent and received
  • Photos or videos of a defective product or damaged parcel

2. Complain to the company in writing

Email or use the official complaint form so you have a dated record. Say what happened, what you want (refund, replacement, repair, compensation) and by when. Keep the complaint or ticket number.

Under the Consumer Protection (E-Commerce) Rules, 2020, online marketplaces and sellers must appoint a grievance officer who acknowledges a complaint within 48 hours and resolves it within one month.

3. Escalate inside the company

If the first-line support does not help, write to the nodal or grievance officer, then the appellate authority where the company has one. Banks, insurers and telecom operators publish these contacts on their websites.

4. Put it on the public record

Raise the complaint on Panchaayat. It gets a permanent public page and ID, and the company can reply in the open. Add your reference numbers (they are masked on the public page) and any source link, such as your social media post.

5. Use the National Consumer Helpline

The National Consumer Helpline (toll-free 1915, or 1800-11-4000) and consumerhelpline.gov.in take complaints against companies in all sectors and engage many large companies to resolve them.

6. Approach the sector regulator

  • Banks, cards and payments: RBI Complaint Management System (cms.rbi.org.in) after the bank has had 30 days to respond
  • Insurance: IRDAI Bima Bharosa grievance portal
  • Airlines: AirSewa, the Ministry of Civil Aviation grievance portal

7. File a case with the Consumer Commission

If nothing works, you can file online through e-Daakhil (edaakhil.nic.in). The time limit is two years from the date the cause of action arose. Under the 2021 jurisdiction rules the District Commission hears claims up to ₹50 lakh, the State Commission from ₹50 lakh to ₹2 crore, and the National Commission above ₹2 crore. There is no filing fee for claims up to ₹5 lakh.

Put your complaint on the public record

Free, takes about a minute, and the company can reply in the open.

Raise a complaint

Frequently asked questions

Do I need a lawyer to file a consumer complaint?

No. You can file and argue your own case before a Consumer Commission, and e-Daakhil lets you file online. A lawyer can help with larger or complicated claims.

How long do I have to file a consumer complaint?

Generally within two years from the date the cause of action arose, though the Commission can condone a delay for sufficient reason.

Is filing on Panchaayat a legal complaint?

No. Panchaayat is a public record and a way to get a company to respond in the open. It does not replace a formal complaint to a regulator or the Consumer Commission, but it is a useful dated record to rely on.

Can I get compensation as well as a refund?

A Consumer Commission can order a refund or replacement, compensation for loss or mental agony and costs, depending on the case.

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