How to File a Case in Consumer Court in India: A Practical Guide

Your new appliance stops working. A seller accepts your return but keeps delaying the refund. Customer support closes your ticket without fixing anything. What can you do next?

Start by putting the facts and evidence in order. This guide takes you from the first written complaint to filing a consumer case, with a document checklist, fee table and sample outline you can adapt.

People still search for consumer forum or consumer court. The formal bodies are Consumer Disputes Redressal Commissions, at District, State and National levels. You can present your own case without hiring an advocate. See the National Consumer Helpline's consumer-law FAQ.

Is your problem a consumer complaint?

A defective product, deficient paid service, overcharging or unfair trade practice may support a complaint. Online purchases are covered too. Purchases for resale or commercial purposes are generally excluded; goods used exclusively to earn a livelihood through self-employment have a specific exception. The Delhi Commission's filing guidance explains these categories.

For example, a faulty washing machine bought for your home raises a different eligibility question from machinery bought for a factory. If the purchase was connected to your business, check eligibility before preparing the case.

Ask yourself: What was promised, what went wrong, and what document proves the difference?

For background on the law, read our Consumer Protection Act 1986 vs 2019 guide.

Step 1: Give the business a clear written complaint

Write to the seller or service provider using its published grievance channel. Include your order number, purchase date, problem, supporting evidence and the action you want. Keep the sent message and acknowledgement.

Here is a simple example you can adapt:

I purchased [product/service] on [date] for ₹[amount], under invoice/order [number]. The problem is [specific issue]. I reported it on [dates], but it remains unresolved. Please [refund/repair/replace] and respond by [reasonable date]. Relevant records are attached.

Choose a response date that fits the circumstances. It is your requested deadline, not a universal legal notice period. A lawyer's notice is not generally a prerequisite for an ordinary consumer complaint; specific disputes may need separate checks.

Step 2: Consider the National Consumer Helpline

The National Consumer Helpline accepts grievances online and through 1915. It is a pre-litigation route that can help raise the issue with a business. Save the docket number and response. The Department describes its role on the official NCH page.

A helpline grievance and a formal consumer case are separate processes. If you need a commission to adjudicate your claim, file the formal complaint. Do not assume that waiting for customer support or NCH automatically extends your filing deadline.

Step 3: Check the deadline and correct commission

Consumer complaints ordinarily have a two-year limitation period from the cause of action. A delayed complaint needs sufficient cause for the delay to be accepted. The relevant date can be disputed, so seek advice promptly if your case is close to the deadline. See the official consumer-law FAQ.

For ordinary complaints, the financial limits depend on the value of goods or services paid as consideration:

These are the limits notified under the 2021 Jurisdiction Rules. Some older guidance still displays the original 2019 thresholds. Special categories, such as complaints specifically seeking relief against unfair contracts, need a separate jurisdiction check.

Example: For an ordinary complaint about a ₹30,000 household appliance, asking for an additional ₹1 lakh in compensation does not move the case to the State Commission.

You must also choose the correct location. For District and State complaints, the consumer's residence or place of personal work for gain can provide territorial jurisdiction. Other grounds include where the cause of action arose, subject to the applicable conditions. See the Department's consumer-protection overview and Delhi Commission guidance.

Step 4: Prepare your documents

Create one folder and name files so that someone unfamiliar with the dispute can follow them:

• Invoice, order confirmation, receipt or agreement.
• Payment proof showing the relevant transaction.
• Warranty, refund policy or advertised promise that matters to your claim.
• Photos, delivery records, inspection reports or repair job sheets.
• Emails, messages and complaint tickets, including the business's replies.
• A short timeline linking each event to its supporting document.
• Correct names and service addresses of the parties.
• Your signed complaint, verification and supporting affidavit as required.

The portal may also require an index, filing proforma, synopsis and memo of parties. A vakalatnama applies when an advocate represents you. Follow the current upload checklist and affidavit requirements; the official e-Jagriti filing manual identifies the filing documents.

Keep original records. Check that scans are readable, pages are in order and dates match. Name evidence consistently, for example, “Annexure A — Invoice” and “Annexure B — Repair report”.

Step 5: Write the complaint and relief clearly

Use short numbered paragraphs. Explain the transaction, what failed, your attempts to resolve it, why this commission has jurisdiction and why the complaint is within time. Identify each relevant business by its legal name and explain its role; check the invoice rather than relying only on a brand name.

The following is a working outline, to adapt to your facts and the commission's filing requirements:

BEFORE THE [DISTRICT / STATE / NATIONAL] CONSUMER
DISPUTES REDRESSAL COMMISSION AT [PLACE]

[Your name and address] — Complainant
Versus
[Business's legal name and service address] — Opposite Party

CONSUMER COMPLAINT UNDER THE CONSUMER PROTECTION ACT, 2019

1. Transaction: What you purchased, when, from whom and for how much.
2. Problem: The defect, deficient service or unfair practice alleged.
3. Timeline: Key events and attempts to resolve the issue.
4. Evidence: Refer to each supporting annexure.
5. Jurisdiction: Explain the financial and territorial grounds.
6. Limitation: State the cause-of-action date and timeliness;
   address any delay with the necessary application and evidence.
7. Relief: State each remedy and amount requested, with reasons.
8. Other proceedings: Disclose related proceedings, if any.

List of annexures
Verification, place, date and signature
Supporting affidavit and other prescribed filing documents

Possible remedies include repair, replacement, refund, compensation and costs, depending on the facts and findings. Explain each amount with records or a reasoned calculation. An unsupported large demand does not strengthen the evidence. See the official FAQ on available relief.

Step 6: File online through e-Jagriti

Use the government portal at e-jagriti.gov.in. The NIC project overview describes online filing, payments and case tracking.

1. Register or sign in and complete the required profile details.
2. Choose File New Case, then Consumer Complaint.
3. Enter case details, including consideration paid, claim amount and cause-of-action date.
4. Add complainant and opposite-party details.
5. Upload the complaint, filing documents and labelled annexures.
6. Select the appropriate commission and check the declaration.
7. Preview every entry, complete submission and follow any applicable payment instructions.
8. Save the reference number, filing acknowledgement and payment receipt.

This sequence follows the official filing manual. Check the live portal for current fields, file limits and payment instructions. Review carefully before final submission because ordinary editing may no longer be available afterward.

For physical filing, ask the relevant commission's registry for its current checklist, copy requirements and accepted payment method. Obtain a dated acknowledgement.

How much is the consumer complaint filing fee?

The following fee bands cover ordinary complaints within District Commission financial limits:

Source: 2023 amendment to Rule 7. Higher-value bands appear in the full notification. Confirm the applicable fee at filing. Advocate charges, notarisation and document expenses are separate from the commission fee.

What happens after filing?

Check your account for scrutiny comments and directions. If the registry returns the filing for correction, read each objection and respond within the stated period. A submission reference is not a decision on your claim.

Track notices, hearing dates and orders. Keep a case folder with each document you file or receive. If settlement is proposed, record the amount, payment date and other terms clearly before agreeing. If an order is not followed, enforcement may require a separate application.

Five mistakes to avoid

• Confusing the NCH docket with a consumer case number. Save and track both separately.
• Using an outdated financial threshold. Check the current jurisdiction rules.
• Naming only the brand. Identify the legal entity and its connection to the dispute.
• Uploading an unstructured pile of screenshots. Add a timeline and labelled evidence.
• Waiting indefinitely for a refund promise. Keep the limitation period in view.

Your next step: build a one-page case summary

Write down five things: purchase, problem, evidence, deadline and remedy. Then collect the missing records before drafting.

If you want help organising the paperwork, review JuniorLawyer's document and drafting features. Use any AI-assisted summary or draft as a starting point and check it against your records. Formal consumer-case filing takes place through the official portal or commission registry.

This guide provides general legal information. Eligibility, limitation and the right forum depend on the facts; obtain individual advice where those issues are uncertain.