Grievance & Safety
Complain about a company, and file a consumer case online
The two-stage route for consumer disputes: the National Consumer Helpline first, then a formal case on e-Daakhil without visiting the commission or hiring a lawyer.
Most consumer complaints are resolved without a case. The National Consumer Helpline takes your complaint, routes it to the company through a convergence arrangement, and a large share get settled at that stage simply because the company now has a docket number attached to your name.
If that fails, e-Daakhil lets you file a formal case before a consumer commission online, without travelling and without necessarily hiring a lawyer. Filing fees at the lower end are modest, and complaints below the prescribed value carry no fee at all.
Before you start
- The invoice or order confirmation, and the payment record.
- All correspondence with the company — emails, chat transcripts, ticket numbers.
- A written complaint already sent to the company, with the date. Commissions want to see that you asked first.
- The company's registered office address, from the MCA portal if you cannot find it.
Step by step
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Complain to the company in writing first
Email their grievance officer — Indian rules require most e-commerce and service companies to publish one. Keep the acknowledgement. This dated record is what makes the later stages work.
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File with the National Consumer Helpline
Call 1915 or file at consumerhelpline.gov.in. You get a docket number and the complaint is routed to the company where a convergence partnership exists. Many complaints close here within weeks.
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Escalate to a sector regulator where one exists
Banking goes to the RBI Ombudsman, insurance to the IRDAI grievance system, telecom to the operator's appellate authority, aviation to AirSewa. A sector regulator is often faster than a consumer commission.
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Prepare a case if it is still unresolved
Work out the correct commission by the value of the goods or services paid: District, State or National, according to the pecuniary limits under the Consumer Protection Act, 2019.
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Register and file on e-Daakhil
Create an account at edaakhil.nic.in, verify by email, and file the complaint with your documents. Pay the prescribed fee online. Complaints below the prescribed value threshold are exempt from fee.
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Attend hearings, often by video
Commissions conduct many hearings by video conference. You may appear in person — a lawyer is permitted but not required, which is a deliberate feature of consumer law.
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Track the case
e-Daakhil shows the case status, next date and orders. Orders are enforceable, and non-compliance carries consequences for the company.
Fees, timelines and key facts
| Helpline | 1915, and consumerhelpline.gov.in |
|---|---|
| Formal filing | edaakhil.nic.in |
| Governing law | Consumer Protection Act, 2019 |
| Where to file | District, State or National commission depending on the value paid |
| Fee | Prescribed by value; no fee below the specified threshold |
| Lawyer | Not required — you may argue your own case |
| Limitation | Generally within two years of the cause of action |
If something goes wrong
The company ignores your emails
That is useful. The ignored email trail is evidence of a deficiency in service and strengthens the case.
You do not know which commission to file in
It is decided by the value of the consideration paid, not by the compensation you are claiming. The e-Daakhil interface guides this.
You are outside the two-year limitation period
A commission may condone delay for sufficient cause, but you must explain it. Do not assume it will be condoned.
The seller is an unregistered online business
Trace the entity through the MCA portal or the platform's seller details. Marketplaces have their own obligations and can be made a party.
Questions people ask
Do I need a lawyer for a consumer case?
No. The Consumer Protection Act deliberately allows a complainant to appear in person. Many cases are argued by the consumer directly.
How long does a consumer case take?
Longer than the statutory targets in most commissions. This is why the helpline and regulator routes are worth exhausting first.
Is the National Consumer Helpline free?
Yes, both the call and the online complaint.
Can I complain about a government service here?
Consumer commissions handle services provided for consideration. A pure administrative grievance against a government department belongs on CPGRAMS instead.
Official pages for this task
These are the only sites that can actually do this for you. Everything else is a middleman.