You can file a consumer complaint online from home on e-Jagriti, the national portal of the consumer commissions, and attend hearings by video. For claims up to ₹5 lakh there is no fee and you do not need a lawyer. This guide shows who can file, which commission to choose, the documents you need and each step on the portal.
Quick answer
To file a consumer complaint online, register on e-Jagriti (e-jagriti.gov.in) with an OTP, choose the District Commission if you paid up to ₹50 lakh, fill in the details, upload your complaint, affidavit and proof, and pay the fee (nil up to ₹5 lakh). File within 2 years of the problem. The opposite party gets up to 45 days to reply, and the commission should aim to decide within 3 to 5 months.
Related guides: insurance claim rejected and flight refund rules
What is e-Jagriti?
e-Jagriti is the online filing and case-management portal of the National Consumer Disputes Redressal Commission (NCDRC). It went live across India on 1 January 2025 and replaced the older e-Daakhil portal and other case systems. On it you can register with an OTP, file a consumer complaint online, pay fees through Bharat Kosh or PayGov, upload documents, track your case, get SMS and email alerts and join virtual hearings. Consumers living abroad can also file from outside India.
Who can file a consumer complaint online
Under the Consumer Protection Act, 2019, a complaint can be filed by:
- A consumer who bought goods or hired a service for payment, including online purchases
- A legal heir or representative of a consumer who has died
- A registered consumer association, or several consumers with the same interest
- The Central or State Government, or the Central Consumer Protection Authority
You are not a “consumer” if you bought the goods for resale or a commercial purpose, unless it was to earn your own livelihood through self-employment. Typical cases include defective products, delayed or failed delivery, refunds not given, poor service by banks, insurers, airlines, telecom companies, hospitals, builders and e-commerce sites, unfair contract terms and misleading advertisements.
Which commission and which place?
The commission depends on the amount you paid for the goods or service (not the compensation you claim):
| Amount paid | Commission | Filing fee |
|---|---|---|
| Up to ₹5 lakh | District Commission | Nil |
| ₹5 lakh to ₹10 lakh | District Commission | ₹200 |
| ₹10 lakh to ₹20 lakh | District Commission | ₹400 |
| ₹20 lakh to ₹50 lakh | District Commission | ₹1,000 |
| ₹50 lakh to ₹2 crore | State Commission | ₹2,000 to ₹2,500 |
| Above ₹2 crore | National Commission (NCDRC) | ₹3,000 to ₹7,500 |
You can file where you live or work, where the seller or service provider has an office or branch, or where the problem arose. This is why a consumer complaint online is so convenient: you can usually choose your own district.
Documents you need for a consumer complaint online
- Invoice, bill, booking or order confirmation, and proof of payment
- Warranty card, policy, agreement or terms, if any
- Emails, chats, complaint or ticket numbers and screenshots showing you tried to resolve it
- Photos or videos of the defect, and any service or inspection report
- Your legal notice and the reply, if you sent one (optional but useful)
- A signed complaint with numbered paragraphs, and a short affidavit verifying it
- ID proof of the complainant
How to file a consumer complaint online: step by step
- Try to settle first. Write to the company and keep the reply. You can also lodge a free grievance with the National Consumer Helpline (call 1915 or use consumerhelpline.gov.in); many cases are settled there.
- Pick the right commission. Use the table above: for most people, it is the District Commission of their own district.
- Register on e-Jagriti. Open e-jagriti.gov.in, choose to register as a consumer or complainant, enter your name, mobile number and email, and verify with the OTPs.
- Fill in the complaint details. Log in, start a new complaint, select the State and commission, and enter your details, the opposite party’s full name and address, the amount paid, a short summary of facts and the relief you want.
- Upload the complaint, affidavit and proof. Upload the signed complaint and affidavit as PDFs, then each document as a separate, clearly named, small PDF.
- Pay the fee. If the amount paid is up to ₹5 lakh, there is no fee. Otherwise, pay online through the portal and save the receipt.
- Submit and track hearings. Note the filing or case number. Watch for SMS and email alerts about admission, notices and hearing dates, and join hearings in person or by video.
What to write in your consumer complaint online
- Heading: “Complaint under Section 35 of the Consumer Protection Act, 2019”, with the commission name
- Your name and address, and the opposite party name and address
- Facts in numbered paragraphs, with dates and amounts
- Why it is a “defect”, “deficiency in service” or “unfair trade practice”
- Why the commission has jurisdiction (place and amount) and that you are within 2 years
- Relief: refund, replacement, repair, compensation, litigation costs and interest
- List of documents, verification, date and signature
CIVL’s consumer complaint format has all of these sections ready to fill in.
Timelines after you file a consumer complaint online
| Stage | Time limit under the Act |
|---|---|
| Limitation to file | 2 years from the date of the problem (delay can be excused for sufficient cause) |
| Commission decides to admit | 21 days from filing; if it does not decide, the complaint is treated as admitted |
| Opposite party reply | 30 days from notice, plus up to 15 days more (no further extension) |
| Final decision | Aim of 3 months, or 5 months if goods need lab testing |
| Appeal to the higher commission | 45 days from the order, after depositing 50% of the amount ordered |
The 45-day outer limit for the reply was confirmed by a Constitution Bench of the Supreme Court in New India Assurance Co. v. Hilli Multipurpose Cold Storage (2020). With both sides’ consent, the commission can also send the case to mediation.
What the commission can order
If your consumer complaint online succeeds, the commission can order the seller or service provider to remove the defect, replace the goods, refund the price with interest, pay compensation for loss and harassment, pay litigation costs, stop an unfair practice and, in serious cases, pay punitive damages.
Try the National Consumer Helpline first
Before you file a consumer complaint online, register a free grievance with the National Consumer Helpline: call 1915, or use the NCH app, WhatsApp or the INGRAM portal (consumerhelpline.gov.in). Many companies, airlines, banks and e-commerce platforms are partners and must respond within a set time. A docket number and the company’s reply also make useful evidence if you later file a consumer complaint online on e-Jagriti.
Mediation in a consumer complaint
At the first hearing, or later, the commission can refer your consumer complaint to mediation if both sides agree (section 37 of the Consumer Protection Act, 2019). Mediation takes place at the commission’s mediation cell, usually within a few weeks. A settlement is recorded and has the force of the commission’s order, and there is no appeal against it. If mediation fails, the case simply continues.
Common consumer complaints and what to ask for
| Problem | What to claim |
|---|---|
| Defective product or wrong item from an e-commerce site | Replacement or refund, plus compensation and costs |
| Flight cancelled or refund not paid | Refund with interest and compensation for inconvenience |
| Insurance claim wrongly rejected | Claim amount with interest, compensation and costs |
| Builder delay (where you choose the consumer route) | Refund or possession, interest and compensation |
| Unfair bank charges or service failure | Reversal of charges, compensation and costs |
Tips for a strong consumer complaint online
- Be specific. Give dates, order numbers, amounts and the names of the people you dealt with.
- Show the loss. Add a short table of what you paid, what you lost and what you claim, so the commission can see how you reached the figure.
- Claim reasonably. Ask for a refund or replacement plus fair compensation and costs. Inflated claims rarely succeed and may push the case to a higher commission.
- Keep everything. Save emails, chats and call records from the start. Screenshots should show the date and the sender.
- Name the right party. For online purchases, name both the seller and the platform if the platform handled payment, delivery or returns.
- Follow up. Log in to e-Jagriti every week or two, read daily orders and upload any document the commission asks for before the next date.
Common mistakes to avoid
- Claiming as a “consumer” for goods bought for resale or for a business
- Choosing the commission by the compensation claimed instead of the amount paid
- Filing after 2 years without an application for condonation of delay
- Wrong or incomplete address of the opposite party, which delays the notice
- Uploading blurred, unnamed or oversized scans
- Missing hearing dates; a consumer complaint online can be dismissed for non-appearance just like a paper one
Frequently asked questions
Is there any fee to file a consumer complaint online?
No fee is payable if the amount you paid for the goods or service is up to ₹5 lakh. Above that, fees start at ₹200 in the District Commission.
Do I need a lawyer for a consumer complaint online?
No. You can file and argue the case yourself. A lawyer may help in complex or high-value cases.
Is a legal notice compulsory before a consumer complaint?
No, but a notice or a written complaint to the company shows you tried to settle and strengthens your case. See how to send a legal notice.
Can I file a consumer complaint online from abroad?
Yes. e-Jagriti lets consumers living outside India register with an OTP, file, pay and attend hearings online.
What happened to e-Daakhil?
e-Daakhil was merged into e-Jagriti, which became the single portal for all consumer commissions from 1 January 2025.
Can I file a consumer complaint online against an e-commerce company?
Yes. You can file a consumer complaint online on e-Jagriti against the seller and, where relevant, the platform, at the commission where you live or work. Attach the order, invoice, chat or email records and screenshots.
What is the time limit to file a consumer complaint online?
Two years from the date the cause of action arose (section 69). The commission can accept a late complaint if you show sufficient cause and file an application for condonation of delay.
Can I withdraw my consumer complaint if the company settles?
Yes. File a withdrawal application or ask for the settlement to be recorded. Recording it in the commission makes it enforceable if the company later fails to pay.
Where can I get a ready-to-use consumer complaint format?
Use CIVL’s consumer complaint format. It includes the complaint, verification and affidavit, so you only fill in your facts.
CIVL format
Draft your consumer complaint online in minutes
Use CIVL’s consumer complaint format, and send a legal notice first if you want to give the company a last chance. Still stuck? Ask CIVL.