How to File a Consumer Complaint in India: Step by Step

Key facts

Authority

National Consumer Helpline for pre-litigation grievances; District, State and National Consumer Disputes Redressal Commissions for formal cases through e-Jagriti

Takes

The National Consumer Helpline takes up grievances with the company directly. On e-Jagriti, cases have been disposed in as little as 25 days, and the platform recorded 1,27,058 disposals against 1,30,550 filings as on 13 November 2025

Costs

The National Consumer Helpline is free. Filing a case before a Consumer Commission carries a fee that depends on the value of the goods or services paid for, and is paid on e-Jagriti through Bharat Kosh or PayGov

Mode

Online and offline

There are two routes for a consumer complaint in India, and they suit different problems. For an unresolved grievance with a company, use the National Consumer Helpline, which is free. For a legal claim with compensation, file a case before a Consumer Commission on the e-Jagriti platform. Most people should try the helpline first, because it is quick and costs nothing.

What you need before you start

Gather the invoice or receipt showing what you paid, the warranty card or policy document, and every email or message you exchanged with the company. For a Commission case you also need a specific set of papers: an Index, a Proforma for filing the complaint, a Synopsis with the list of dates and events, a Memo of Parties, and the complaint itself with a notarised affidavit. If an advocate represents you, add a Vakalatnama.

Step by step

Write to the company’s customer service first and keep the ticket number.
If unresolved, register a grievance with the National Consumer Helpline on 1915, or through consumerhelpline.gov.in, the NCH app, UMANG, SMS or WhatsApp on +91 88000 01915.
Upload your documents and track the grievance on the portal.
If still unresolved, go to e-jagriti.gov.in and register with OTP verification.
Open File New Case, select Consumer Complaint, and review the mandatory documents and fee structure.
Enter the amount paid, the claim amount, the date of cause of action, the state, district, case category and subcategory.
Add complainant details, any special status such as Senior Citizen or Differently Abled, and the opposite party details.
Upload the mandatory documents and annexures, select the Commission, preview, submit and pay through Bharat Kosh or PayGov.

Fees and timelines

The National Consumer Helpline is free, operates from 8 am to 8 pm and works in 17 languages. Filing before a Commission carries a fee linked to the value of the goods or services paid for, and e-Jagriti shows you the fee structure before you pay, through Bharat Kosh or PayGov. On jurisdiction, the District Commission takes paid consideration up to Rs 50 lakh, the State Commission from Rs 50 lakh to Rs 2 crore, and the National Commission above Rs 2 crore.

What to do if it goes wrong

If the helpline route closes without a resolution, that is not the end. The helpline handles pre-litigation grievances, and a Commission case is a separate legal proceeding you can start at any time within the limitation period.

If your e-Jagriti filing is returned for defects, the reason is almost always a missing mandatory document, usually the notarised affidavit or the Memo of Parties. Fix that specific item and refile using the same reference. If you cannot attend a hearing in person, use the virtual hearing facility, which is built into the platform and is why complainants abroad can pursue Indian cases. The platform also offers a chatbot, multilingual support and voice to text for visually impaired users, so ask for help rather than abandoning the case.

Documents you need

Invoice, bill or receipt showing the amount paid for the goods or service

Warranty card, policy document or the service agreement

Copies of emails, letters or messages exchanged with the company

Index, Proforma for filing the complaint, Synopsis with list of dates and events, and Memo of Parties, for a Commission case

The complaint with a notarised affidavit, plus annexures

Vakalatnama if you are represented by an advocate

Frequently asked questions

Is filing a consumer complaint free in India?

The National Consumer Helpline is completely free. Filing a case before a Consumer Commission carries a fee linked to the value of goods or services paid for. The fee structure appears on e-Jagriti before payment.

What documents do I need to file a consumer complaint?

You need invoice or receipt, warranty card or policy document, and emails or messages with the company. For a Commission case, also submit an Index, Proforma, Synopsis with dates, Memo of Parties, complaint with notarised affidavit, and Vakalatnama if represented by an advocate.

How long does a consumer complaint take to resolve?

The National Consumer Helpline handles grievances directly with companies. On e-Jagriti, cases have been disposed in as little as 25 days. The platform recorded 1,27,058 disposals against 1,30,550 filings as of 13 November 2025.

What is the National Consumer Helpline number?

Call 1915 or register on consumerhelpline.gov.in, the NCH app, UMANG, or WhatsApp on +91 88000 01915. The helpline operates 8 am to 8 pm and supports 17 languages.

Which Consumer Commission handles my complaint?

District Commission handles claims up to Rs 50 lakh, State Commission from Rs 50 lakh to Rs 2 crore, and National Commission above Rs 2 crore. File on e-Jagriti by selecting the appropriate Commission based on claim amount and state.

What if my e-Jagriti filing is rejected?

Most rejections occur due to missing mandatory documents, usually the notarised affidavit or Memo of Parties. Fix the specific missing item and refile using the same reference number provided by the platform.