How to File a Consumer Complaint Online in India (2026 Guide)

Got a defective product, a service provider that took your money and disappeared, or an e-commerce order that never showed up? You don't need to hire a lawyer or visit a courtroom to get justice. The Consumer Protection Act, 2019 gives you the right to file a complaint online through the government's e-Daakhil portal from your home. Here's exactly how the process works, what it costs, and how long it typically takes.

Consumer Protection Act 2019 — the basics

The Consumer Protection Act, 2019 replaced the older 1986 law and significantly strengthened consumer rights in India. It covers defective goods, deficient services (including digital services and e-commerce), unfair trade practices, and misleading advertisements. It also created the Central Consumer Protection Authority (CCPA) to take suo-motu action against unfair practices, and introduced product liability provisions holding manufacturers, sellers, and service providers accountable for harm caused by defective products.

Where to file your complaint

• National Consumer Helpline (1915) — call, WhatsApp, or use the NCH portal/UMANG app for free mediation and grievance redressal before escalating to a formal case.
• e-Daakhil portal (edaakhil.nic.in) — the official platform to file a formal complaint online with any Consumer Commission across India, without visiting an office in person.
• District, State, or National Consumer Commission — the correct forum depends on your claim value (see table below).

Which commission should you approach? (Pecuniary jurisdiction)

Note that the claim value is not just the price of the product — it's the value of goods/services paid for, plus the compensation you're claiming for the loss or harassment caused.

Documents you'll need

• Proof of purchase — invoice, receipt, order confirmation, or payment record.
• Copy of any prior communication with the seller/service provider (emails, chat screenshots, complaint reference numbers).
• Product/service details — model number, warranty card, service agreement, as applicable.
• Proof of defect or deficiency — photos, videos, an expert report, or a service centre's diagnosis, where relevant.
• Your identity and address proof.
• A clear statement of the compensation or relief you're seeking.

How to file — step by step (via e-Daakhil)

1. Register on edaakhil.nic.in with your name, mobile number, email, and address.
2. Verify your email/OTP to activate your account.
3. Select "File a Consumer Complaint" and choose the correct commission based on jurisdiction (where you reside, where the opposite party is located, or where the cause of action arose) and claim value.
4. Fill in complaint details — parties involved, facts of the case, and the relief you're seeking.
5. Upload supporting documents — invoices, communication records, evidence of defect/deficiency.
6. Pay the applicable fee online (free up to ₹5 lakh at district level; nominal fees beyond that).
7. Submit and track your case status and hearing dates directly through the portal.

Timeline for resolution

Consumer Commissions are meant to be a faster alternative to civil courts. While actual timelines vary by commission workload, cases without the need for detailed lab testing/analysis are meant to be disposed of within a few months, and those requiring analysis within a slightly longer window, as per the Act's intended timelines. In practice, simpler complaints (delayed delivery, refund denial) often resolve faster than disputes involving expert evidence or large compensation claims.

Compensation you can claim

• Refund of the amount paid for a defective product or deficient service.
• Replacement of a defective product.
• Compensation for loss or injury caused by negligence of the opposite party.
• Compensation for mental agony and harassment, awarded at the commission's discretion.
• Litigation costs, in some cases awarded alongside the primary relief.
• Discontinuation of unfair trade practice or withdrawal of a hazardous product from sale.

Filing complaints against e-commerce and online sellers

Complaints against online sellers, marketplaces, and delivery-based services are treated exactly like any other consumer complaint under the 2019 Act, which explicitly recognises e-commerce transactions and digital services. A key advantage for online purchase disputes is territorial jurisdiction — you can generally file where you reside or work, not only where the company is registered, making it far easier to pursue a complaint against a seller based in another city or state.

Frequently asked questions

Where do I file a consumer complaint in India — District, State, or National Commission?

It depends on the value of goods/services paid for plus the compensation you're claiming. Complaints up to ₹50 lakh generally go to the District Consumer Commission, those between ₹50 lakh and ₹2 crore to the State Commission, and those above ₹2 crore to the National Consumer Disputes Redressal Commission (NCDRC). You can file any of these through the e-Daakhil portal.

Is there a fee to file a consumer complaint online?

Filing is free for claims up to ₹5 lakh at the district level. Beyond that, a nominal court fee applies, scaled to the claim value, payable online at the time of filing through the e-Daakhil portal.

Can I file a complaint against an online/e-commerce seller?

Yes. E-commerce complaints are handled the same way as any other consumer complaint and can be filed through e-Daakhil or reported first to the National Consumer Helpline (1915 / UMANG app / NCH portal) for mediation. You can also file where you reside, not just where the seller is located, which makes it easier to pursue complaints against companies based in another state.

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