Consumer Complaint Online: How to File on e-Jagriti

To file a consumer complaint online, register on the e-Jagriti portal (e-jagriti.gov.in), choose the right Consumer Commission based on the amount you paid, fill in the complaint, upload your documents, pay the fee if one applies and submit. You can file within 2 years of the problem, and you do not need a lawyer.

The Consumer Protection Act, 2019 protects you when you pay for goods or services and receive something defective, deficient or misleading. Common examples include a faulty phone or appliance, a builder delaying possession, an insurance claim rejected without good reason, a bank charging fees it should not, an airline cancelling without a refund, or an online seller refusing to replace a damaged order.

Before you file: try to settle it first

The Commission will want to see that you gave the seller or service provider a fair chance to fix the problem. This step also often resolves the matter without a case.

• Write to the company's customer care or grievance officer by email, and keep the reply.
• State what went wrong, what you paid, and what you want: a refund, a replacement, a repair or compensation.
• Give a clear deadline, for example 15 days.
• You can also register a grievance with the National Consumer Helpline by calling 1915. It forwards complaints to companies and can help you get a response.

If nothing works, a formal legal notice is optional but often useful, because it puts your claim on record in a clear form.

Which Consumer Commission should you approach?

There are three levels of Consumer Commission. Which one hears your case depends on the value of the goods or services you paid for, under the pecuniary jurisdiction rules notified in 2021:

• District Commission: up to Rs 50 lakh
• State Commission: above Rs 50 lakh and up to Rs 2 crore
• National Commission: above Rs 2 crore

Most everyday complaints, such as a faulty appliance, a refund or a mobile bill, belong in the District Commission. You can file where you live or work, not only where the company has its office, which makes it practical to pursue a large company from your own district.

What is the time limit?

Under section 69 of the Act, you must file within 2 years from the date the cause of action arose, that is, when the defect or deficiency happened or came to your notice. A Commission may accept a later complaint if you show sufficient cause for the delay, but you should not rely on that. File as soon as reasonable attempts to settle have failed.

Documents to keep ready

Collect these in PDF or clear photo form before you start:

• Invoice, bill or receipt, and proof of payment
• Warranty card, policy document, agreement or booking confirmation
• Emails, chat screenshots and complaint numbers from customer care
• Photos or videos of the defect, and any repair job sheets
• Copy of your legal notice and its delivery proof, if you sent one
• Your identity proof

How to file a consumer complaint online on e-Jagriti

1. Go to e-jagriti.gov.in and register using the one-time password (OTP) the portal sends.
2. Log in and, on the dashboard, choose "File New Case" and then "Consumer Complaint".
3. Select the State and District, and the Commission that matches the amount you paid.
4. Fill in your details and the opposite party's name and address. Include every party responsible, such as the manufacturer and the seller.
5. Write the facts in short numbered paragraphs: what you bought, when, what went wrong, what you did to resolve it, and how the company responded.
6. State the relief you want: refund, replacement, repair, compensation for loss or harassment, and costs.
7. Upload your documents and the signed complaint, along with any affidavit the portal asks for.
8. Pay the fee online if one applies. There is no fee where the amount you paid is up to Rs 5 lakh; above that, a fee set by the rules is payable.
9. Submit and save the acknowledgement. The Commission scrutinises the filing and may ask you to correct defects before admitting it.

After admission, the Commission issues notice to the opposite party, who gets an opportunity to reply. You can follow the case and hearing dates online.

Do you need a lawyer?

No. The law allows you to file and argue your own complaint, and many people do. An advocate can still help when the amount is large, the facts are complicated, the opposite party has strong lawyers, or you need to frame the relief carefully, as in builder delays or insurance disputes.

What can the Commission order?

Depending on the facts, a Consumer Commission can direct the opposite party to replace or repair the goods, refund what you paid, pay compensation for loss or mental agony, stop an unfair trade practice, and pay your litigation costs. The result always depends on the evidence and the facts of your case.

How NYAY GHAR can help

If you are unsure which Commission to approach, how to word your relief, or how to answer the company's reply, you can request legal assistance and be connected with an advocate who handles consumer disputes. If you need records from a government body to support your case, see how to file an RTI online. If you are worried about costs, read about free legal aid in India.

This guide is general legal information, not legal advice for your specific case.