Wrong product delivered, hidden charges at checkout or a refund that never arrives? Here is how to file a consumer complaint in India, step by step, using the National Consumer Helpline (1915) and the consumer commissions. Starting is free, and you can do most of it from your phone.
Last updated: 20 October 2026.
Key points
- Call or message: National Consumer Helpline 1915 (also 1800-11-4000), daily except national holidays, 8 AM–8 PM. WhatsApp or SMS: 8800001915.
- Time limit: file a formal case within two years of the problem.
- Where: District Commission for claims up to ₹50 lakh, filed online on e-Jagriti.
Step 1: Collect your proof
Keep the bill or invoice, order ID, payment proof, photos or videos of the problem, and your messages or emails with the seller. Strong records make every later step easier.
Step 2: Complain to the seller first
Write to the company’s customer care or grievance officer. State the problem, say what you want (refund, replacement or repair), and keep a copy of everything you send.
Step 3: Contact the National Consumer Helpline
If the seller doesn’t fix it, use the National Consumer Helpline (NCH), run by the Department of Consumer Affairs. You can:
- Call 1915 or 1800-11-4000
- Send a WhatsApp message or SMS to 8800001915
- Register online at consumerhelpline.gov.in and receive a docket number to track your complaint
- Use the NCH app or the UMANG app
The portal describes NCH as a pre-litigation mechanism, so you can try it before going to a commission.
Step 4: File a case in the Consumer Commission
If the problem remains, file a complaint under the Consumer Protection Act, 2019 on the e-Jagriti portal (e-jagriti.gov.in), which has replaced e-Daakhil. Where you file depends on the value paid for the goods or services:
- District Commission: up to ₹50 lakh
- State Commission: above ₹50 lakh, up to ₹2 crore
- National Commission (NCDRC): above ₹2 crore
You must file within two years of the cause of action. Fees are modest, and claims up to ₹5 lakh at the District level are reported to carry no fee. Check the portal’s fee table before you pay.
Common problems and what to do
Wrong or defective product
Take photos or video as soon as you open the package. Ask for a replacement or refund in writing, then escalate to NCH if the seller refuses.
Hidden or unexpected charges
Screenshot the price shown before you pay and the final amount charged. Include both in your complaint.
Refund denied or delayed
Keep your payment proof and the seller’s refusal or silence. Follow the order: seller, NCH, then the Commission.
Misleading advertisements
You can raise it through NCH. The Central Consumer Protection Authority can act against false or misleading ads, with penalties of up to ₹10 lakh and up to two years’ imprisonment for a manufacturer or endorser in the first instance.
Online payment fraud
Call the cyber financial fraud helpline 1930 and inform your bank immediately.
Bank or insurance disputes
These often have their own ombudsman schemes, so check those too.
Sample complaint wording
“I purchased [product] on [date], order ID [number], for ₹[amount]. I received [problem]. I request a [refund/replacement] within [number] days. Documents are attached.”
Frequently asked questions
Is the National Consumer Helpline free?
Yes. Calling 1915, messaging on WhatsApp and registering online do not cost a fee.
What is the time limit for a consumer complaint?
Generally two years from the date the problem arose, under the Consumer Protection Act, 2019.
Where do I file a case against an online seller?
Complain to the seller and NCH first. If it remains unresolved, file at the appropriate commission on e-Jagriti.
Do I need a lawyer?
Many consumers file online themselves, though some choose to hire a lawyer.
Is this legal advice?
No. This is general information. For a specific dispute, consult a lawyer or the helpline.
Source: National Consumer Helpline, Department of Consumer Affairs · e-Jagriti portal