How To · Consumer Protection · Complaint and Tracking
How to File a Consumer Complaint and Track It
A consumer complaint in India is filed under the Consumer Protection Act 2019 before a consumer commission, and you now file it online on the e-Daakhil portal at edaakhil.nic.in or in person at the commission. The right commission depends on the value of the goods or services plus the compensation you claim: the District Commission hears claims up to Rs 50 lakh, the State Commission from Rs 50 lakh to Rs 2 crore, and the National Commission above Rs 2 crore. Before filing, try the quick route of the National Consumer Helpline on 1915. This page explains who can complain, which commission to choose, the documents and fees, the step by step filing on e-Daakhil, the timeline, and how to track the case and move it on appeal if the order goes against you. It is general information for India, not legal advice. Last verified October 2026.
- Law: Consumer Protection Act 2019; file online on e-Daakhil at edaakhil.nic.in.
- Which forum: District up to Rs 50 lakh, State Rs 50 lakh to Rs 2 crore, National above Rs 2 crore.
- Where you file: you can file where you live or work, not only where the business is.
- Time limit: usually within two years of the cause of action, with delay condonable for good reason.
- Appeal: District to State, State to National, National to the Supreme Court.
01Try the helpline first
Many consumer problems, a defective product, a service not delivered, a wrong charge, are solved faster without filing a case. Call the National Consumer Helpline on 1915 or register at consumerhelpline.gov.in. The helpline takes up the matter with the company and often gets a resolution.
Before that, send the business a clear written complaint and keep the reply or the proof that you complained. If the helpline route fails, that written record becomes the base of your formal complaint.
02Which commission to approach
Under the Consumer Protection Act 2019, the commission is chosen by the pecuniary value, the price paid for the goods or services plus the compensation claimed:
| Commission | Value of claim | Where |
|---|---|---|
| District Consumer Commission | Up to Rs 50 lakh | The district where you live or work, or where the business operates |
| State Consumer Commission | Above Rs 50 lakh up to Rs 2 crore | The State commission |
| National Consumer Commission | Above Rs 2 crore | National Commission (NCDRC), Delhi |
Under the 2019 Act you can file where you reside or work, not only where the business sits, which makes it easier for an ordinary consumer. The complaint must usually be filed within two years of the cause of action, and the commission can condone delay for good reason.
03What you need and the fee
Keep these ready:
- Your details and the opposite party details (the seller or service provider).
- The bill, invoice, receipt or agreement.
- Proof of the defect or deficiency: photos, reports, chats, emails.
- A copy of the earlier written complaint and any reply.
- An affidavit verifying the complaint, and a memo of parties.
The filing fee is modest and rises with the claim value. It is low for small claims and nil for the smallest category. The exact fee slabs are set under the rules, so check the current slab on e-Daakhil before you pay.
04File on e-Daakhil step by step
The online flow on edaakhil.nic.in is:
- 1. Register with your email and mobile, and verify with the OTP or activation link.
- 2. Start a new case and choose the correct commission by value and location.
- 3. Fill the complaint: parties, facts, the deficiency, and the relief you want, such as refund, replacement or compensation.
- 4. Upload the complaint, affidavit, memo of parties and all documents as PDFs.
- 5. Pay the fee online and submit. Note the case or diary number.
You can also file physically at the commission with the same set of papers. Either way, keep the acknowledgement and the case number safe.
05Timeline and what to expect
After filing, the commission issues notice to the opposite party, which files its reply, and the matter proceeds through evidence and arguments to an order. The Act aims for disposal within a few months, though in practice it can take longer depending on the commission.
Many consumer matters do not need a lawyer, and you can appear yourself. If the order is in your favour but the business does not comply, the commission can enforce it, and non-compliance can lead to penalties.
06Track the case and the appeal
A consumer complaint is a case that runs through hearings and ends in an order, and if either side is unhappy there is an appeal chain: a District Commission order can be appealed to the State Commission, a State Commission order to the National Commission, and a National Commission order to the Supreme Court, each within the time the Act allows. So the matter can live across more than one forum, and tracking it in one place helps.
Claw is an all-in-one legaltech platform for Indian advocates, law firms, and corporate legal teams, combining AI-based case search, an AI legal assistant (Legal GPT), case management, and compliance automation across all Indian courts and tribunals.
Once your complaint has a case number, you can create a FREE Claw account and track it across the consumer commission that hears it and, if it goes up, the State or National Commission on appeal, with hearing dates and orders as they are uploaded. Claw covers 9,102 courts, benches and forums, so the District, State and National consumer commissions have a real tracking home, and judgment search spans 30 crore+ judgments with Supreme Court decisions from 1950 and High Court decisions from 1990, so you and your lawyer can find how similar consumer disputes were decided. Results return in under 5 seconds, and Claw does not train its AI models on your documents. Tracking shows where the case stands; it is not legal advice.
07Sources and further reading
- e-Daakhil (online filing): edaakhil.nic.in
- Department of Consumer Affairs: consumeraffairs.nic.in
- National Consumer Disputes Redressal Commission: ncdrc.nic.in
- National Consumer Helpline (call 1915): consumerhelpline.gov.in
- Claw: clawlaw.in
This page is general information for India, not legal advice. For your own matter, consult a lawyer or the consumer commission.
08Frequently asked questions
Where do I file a consumer complaint?
Online on the e-Daakhil portal at edaakhil.nic.in, or in person at the consumer commission. Choose the District, State or National Commission by the value of your claim.
Which commission do I approach?
By the value of the goods or services plus compensation: the District Commission up to Rs 50 lakh, the State Commission above Rs 50 lakh up to Rs 2 crore, and the National Commission above Rs 2 crore.
Do I need a lawyer?
No. You can appear yourself before a consumer commission, which is one reason the process is consumer friendly. You may engage a lawyer for a complex or high-value matter.
How much does it cost?
The filing fee is modest and rises with the claim value, and it is nil for the smallest category. Check the current fee slab on e-Daakhil before you pay.
Is there a time limit?
Yes, usually two years from the cause of action, that is from when the problem arose. The commission can condone a delay if you show a good reason.
Can I appeal if I lose?
Yes. A District Commission order can be appealed to the State Commission, a State order to the National Commission, and a National order to the Supreme Court, each within the time the Act allows, often with a part deposit of the awarded amount for the opposite party.