How to File a Consumer Complaint Online: NCH 1915 to e-Jagriti Consumer Court

1. 1

   🧾 Collect your proof

   Bill or invoice, order ID, warranty card, booking confirmation, payment proof (UPI / card statement), photos or videos of the defect, and every email, chat or call record with the company. Screenshot the product page and the seller's promise before it is changed.

2. 2

   📧 Complain to the company first

   Write to the company's customer care and, if it has one, its grievance officer (e-commerce platforms must name one and acknowledge your complaint within 48 hours). Keep the ticket number. Give a clear demand: refund, replacement, repair or compensation, with a date.

3. 3

   ☎️ Call the National Consumer Helpline 1915

   The free National Consumer Helpline (1915) takes complaints by phone, the NCH app, the Umang app, SMS, WhatsApp and the website, in 17 languages, and forwards them to its partner companies for a fix before litigation. It resolves over 12 lakh complaints a year and got ₹27.61 crore refunded between April and October 2025.

4. 4

   ✉️ Send a legal notice (optional, but it works)

   A notice is not compulsory under the Act, but a short written notice giving 15 days to settle often brings a refund, and it shows the Commission you tried. You can send it yourself by email and speed post. The draft below works as a notice.

5. 5

   💻 File on e-Jagriti

   Register on e-Jagriti (the online consumer court portal, which replaced e-Daakhil on 1 January 2025), choose the right Commission (table below), fill the complaint, upload documents and pay the fee online. You can file in the District Commission where you live or work, not only where the company is.

6. 6

   🎧 Attend hearings, by video if you like

   You do not need a lawyer. If the Commission does not decide on admission within 21 days, the complaint is treated as admitted (Section 36(3)). The law asks for a decision in 3 months (5 months if goods need lab testing) from the notice to the other side (Section 38(7)). Hearings can be held by video.

7. 7

   🏆 Order, and enforcing it

   The Commission can order a refund, replacement, repair, compensation for harassment, litigation costs and even punitive damages. The losing side can appeal within 45 days, but a company must first deposit 50% of the amount ordered (Section 41). Not obeying an order is punishable with jail up to 3 years (Section 72).

You are a consumer if you buy goods or hire a service for a price, online or offline, for your own use (not for resale or commercial purpose). Common winning cases:

Consumer rights are rooted in the Constitution's promise of a fair economic order:

Send it by email and speed post. If nothing happens in 15 days, use the same facts in your e-Jagriti complaint.

To,
The Grievance Officer / Customer Care,
__________ (company name and address / email)

Subject: Notice for refund and compensation under the Consumer Protection Act, 2019 (Order / Invoice No. __________)

Sir / Madam,
1. On __/__/2026 I bought / booked __________ from you for ₹________ (payment ref. ________).
2. Problem: ______________________________________________
   (defective product / service not provided / refund not given / overcharging / delay)
3. I complained on __/__/2026 (ticket no. ________) and to the National Consumer Helpline
   (docket no. ________), but the issue is still not resolved.
4. This is a deficiency in service / defect in goods / unfair trade practice under the Consumer Protection Act, 2019.

I ask you, within 15 days of this notice, to:
   (a) refund ₹________ / replace / repair the product,
   (b) pay ₹________ as compensation for loss and harassment.

If you fail, I will file a complaint before the District Consumer Disputes Redressal Commission, __________,
through e-Jagriti, at your cost.

Name: ____________   Address: ____________   Mobile / Email: ____________
Date: __/__/2026