The Consumer Protection Act, 2019 protects buyers against defective goods, deficient services, unfair trade practices and misleading advertisements. It also covers online purchases. Here is how to file a consumer complaint online.
Step 1: Contact the seller
First, write to the seller or service provider with details of the problem and keep a copy. Many disputes are solved at this stage.
Step 2: National Consumer Helpline
The National Consumer Helpline (NCH), run by the Department of Consumer Affairs, helps resolve disputes before litigation.
- Call the toll free number 1915.
- Use the NCH app or consumerhelpline.gov.in.
- WhatsApp and SMS options are also listed on the website.
NCH forwards your complaint to the company, many of which are convergence partners and must respond. You get a docket number to track it.
Step 3: Consumer commission through e-Daakhil
If the issue is not solved, you can file a case before a consumer commission online through e-Daakhil.
- Register on edaakhil.nic.in.
- Fill in your details and the opposite party’s details.
- Describe the complaint and the relief sought, such as refund, replacement or compensation.
- Upload documents such as bills, warranty cards, emails and photos.
- Pay the fee online.
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Which commission to approach
Based on the value of goods or services paid, as per the 2021 rules:
- District Commission: up to Rs 50 lakh.
- State Commission: above Rs 50 lakh and up to Rs 2 crore.
- National Commission: above Rs 2 crore.
You can file where you live or work, not only where the seller is.
Fees
Fees are low. Complaints of up to Rs 5 lakh carry no fee, and fees rise with the value for higher amounts, as per the rules.
Time limit
A complaint must be filed within two years of the cause of action, though commissions can condone delay for good reason.
No lawyer needed
You can argue your own case. Hearings can also be held through video conferencing in many commissions.
Mediation
Commissions can refer cases to mediation if both sides agree, which can speed up resolution.
Bottom line
For a consumer complaint, start with the seller, then call 1915, and if needed file on e-Daakhil. Keep every bill and message as proof.
Source / स्रोत: National Consumer Helpline, e-Daakhil portal, Department of Consumer Affairs
