Consumer Rights
Getting a fair outcome when goods are defective or a service falls short.
Key Dates and Numbers
- 2 years
- Time to file a complaint
- Counted from the cause of action. The Commission may accept a later complaint for sufficient cause.
- Rs 50 lakh
- District Commission limit
- Based on the value paid for the goods or services. Up to Rs 2 crore goes to the State Commission, above that to the National Commission.
- Rs 5 lakh
- No filing fee up to this value
- Where the goods or services paid for are valued above this, a fee applies according to the value.
Overview
Consumer law protects you when goods you buy are defective, a service falls short, or a seller uses unfair trade practices. It applies to products and services bought in shops or online, including e-commerce, banking, insurance, telecom, travel and housing.
What This Area Covers
The kinds of matter people most often bring to us in this area.
Defective Goods
Products that do not work as promised, where the seller will not repair, replace or refund.
Deficiency in Service
Paid services that fall short, from repairs and travel to healthcare.
Unfair Trade Practices
Misleading advertisements, hidden charges and other unfair ways of selling.
Online Shopping and Refunds
Orders that never arrived, refunds that are stuck, and complaints against e-commerce platforms.
Banking, Insurance and Telecom
Wrong charges, rejected claims and services that were paid for but not provided.
Homebuyers and Builders
Delayed possession and defects, which may go to a Consumer Commission or the state RERA authority.
When You Might Need Help
If any of these sounds familiar, it may help to get guidance early.
- A product you bought is defective and the seller will not replace or refund it
- An online order was never delivered, or your refund is stuck
- A builder has not handed over your flat on the promised date
- An insurance claim has been rejected without a proper reason
How a Matter Usually Moves
This is the usual order of events. Your matter may differ, depending on its facts and your state.
- 1
Complaint to the Company
- 2
National Consumer Helpline
- 3
Written Notice
- 4
Complaint on e-Jagriti
- 5
Hearing and Order
How NYAY GHAR Helps
What you can expect from our team once you share your concern.
Assessing Your Complaint
We review whether what happened is likely to be a defect, a deficiency in service or an unfair trade practice.
First Steps
We help you send a clear written complaint or notice to the company and point you to the National Consumer Helpline, 1915.
Filing Guidance
We explain which Consumer Commission applies, the time limit, and how filing on e-Jagriti works.
Connecting with an Advocate
For larger or more complex claims, we connect you with an advocate who handles consumer matters.
Documents to Keep Ready
You do not need all of these. Share what you have.
- Bill, invoice or order confirmation
- Warranty or guarantee card and the terms of sale or service
- Proof of payment, such as a bank or UPI statement
- Emails, chats and complaint or ticket numbers from the company
Mistakes to Avoid
Small slips that can make a matter harder later on.
- Throwing away the bill, packaging or warranty card before the matter is resolved
- Complaining only by phone, with no written record or ticket number
- Letting the two-year period pass while waiting for the company to respond
- Accepting a partial settlement without getting its terms in writing
Laws That Usually Apply
The main laws behind this area, in plain language.
Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Real Estate (Regulation and Development) Act, 2016
Common Questions
Every situation is different. These pages explain the area in general terms; your matter will be reviewed on its own facts.
Do I need a lawyer to file a consumer complaint?
No. You can file and argue your own complaint, including online through e-Jagriti. An advocate can help with complex or high-value claims.
Which Consumer Commission should I approach?
Where the goods or services paid for are valued up to Rs 50 lakh, the complaint goes to the District Commission; from Rs 50 lakh to Rs 2 crore to the State Commission; and above Rs 2 crore to the National Commission. You can file where you live or work.
Is there a time limit for a consumer complaint?
Yes. A complaint should be filed within two years of the cause of action. The Commission may accept a later complaint if you show sufficient cause for the delay.
Do I have to pay a fee?
No fee is payable where the goods or services paid for are valued up to Rs 5 lakh. Above that, a fee based on the value applies.
Not Sure Where to Begin? Start by Telling Us What Happened.
Share your concern in your own words. Our team will read it and get back to you.