How to File Consumer Complaint Online — National Consumer Helpline & eDaakhil

Bought a defective product? Charged extra for a service? Company refusing to help? You have strong legal rights as a consumer in India — and you can file a complaint from your phone or computer without hiring a lawyer.

This guide walks you through the entire process — from your first complaint to the company, to filing on the National Consumer Helpline, to taking your case to the consumer forum via eDaakhil.

Your Consumer Rights in India

The Consumer Protection Act, 2019 replaced the older 1986 law and gives every buyer powerful rights:

• Right to Safety — Protection from hazardous goods and services
• Right to Information — Know the price, quality, quantity, and ingredients of what you buy
• Right to Choose — Access to a variety of goods at competitive prices
• Right to be Heard — Your complaints must be heard and addressed
• Right to Seek Redressal — Get compensation for unfair practices or defective products
• Right against Unfair Trade Practices — Protection from misleading ads, hidden charges, and fraud

These rights cover all goods and services, including online purchases, e-commerce, telecom, banking, insurance, healthcare, real estate, and more.

When Can You File a Consumer Complaint?

You can file a complaint when you face any of these issues:

• Defective product — Item is broken, damaged, or doesn't work as promised
• Deficient service — Service was poor, delayed, or not as advertised (e.g., internet not working, delayed delivery)
• Unfair trade practice — False advertising, hidden charges, bait-and-switch offers
• Overcharging — Charged more than MRP or more than the agreed price
• Restrictive trade practice — Forcing you to buy unwanted products or services as a bundle
• Spurious or adulterated goods — Fake or contaminated products

Important: You must file within 2 years from the date the problem occurred.

Step 1: Complain to the Company First

Before going to any forum, you must first complain to the company directly. This is mandatory and also makes your case stronger.

How to Do It

1. Call the company's customer care number
2. Get a complaint/ticket number — note it down
3. Send a written complaint via email or their website's grievance section
4. Wait 15–30 days for a response (timeframe depends on the sector)
5. Keep all proof — screenshots of emails, chat transcripts, call recordings

What to Include in Your Complaint

• Your name, address, and contact details
• Invoice/order number and date of purchase
• Clear description of the problem
• What resolution you want (refund, replacement, compensation)

Tip: Always send complaints via email — it creates a written record that you'll need later.

If the company doesn't respond or gives an unsatisfactory reply, move to Step 2.

Step 2: File on National Consumer Helpline (1800-11-4000)

The National Consumer Helpline (NCH) is a government service that helps resolve complaints by coordinating with companies.

Contact Details

How to File via NCH

1. Call 1800-11-4000 (toll-free) and explain your problem
2. The NCH agent will register your complaint and give you a docket number
3. NCH forwards your complaint to the company
4. The company has 15 working days to respond
5. If resolved, the complaint is closed; if not, NCH escalates or advises you to go to consumer forum

Online Filing via NCH Website

1. Visit consumerhelpline.gov.in
2. Click "Register Complaint"
3. Sign up / log in with your mobile number
4. Fill in the complaint form — company name, sector, issue description
5. Upload supporting documents
6. Submit and note your docket number

Note: NCH is a mediation service — it cannot force the company to pay compensation. For legally binding orders, go to Step 3.

Step 3: File on eDaakhil Portal (Consumer Forum / Commission)

eDaakhil is the official online portal for filing consumer cases in consumer commissions (courts). It was launched to make filing easy — you can do it from home.

Portal Details

• Website: edaakhil.nic.in
• What it does: Lets you file cases electronically in District, State, and National Consumer Commissions
• Available in: English and Hindi

Step-by-Step: How to File on eDaakhil

1. Create an Account

• Go to edaakhil.nic.in
• Click "New Registration"
• Enter your name, email, mobile number, and create a password
• Verify via OTP

2. Log In and Start a New Case

• Log in with your credentials
• Click "File New Case"
• Select the type: Consumer Complaint

3. Select the Right Forum

• District Commission — for claims up to ₹1 crore
• State Commission — for claims between ₹1 crore and ₹10 crore
• National Commission (NCDRC) — for claims above ₹10 crore

4. Fill the Complaint Form

• Complainant details — your name, address, phone, email
• Opposite party details — company name, registered address, contact info
• Complaint description — what happened, when, how you were affected
• Relief sought — refund amount, compensation, replacement, etc.

5. Upload Documents

Upload scanned copies of:

• Purchase bill/invoice/receipt
• Product photos (if defective)
• Communication records (emails, screenshots of chats)
• Company's response (or proof they didn't respond)
• ID proof (Aadhaar/PAN)
• Any other relevant evidence

6. Pay the Fee (if applicable)

• Pay online via net banking, debit card, or UPI
• Fee depends on the claim amount (see Fees section below)

7. Submit and Get Case Number

• Review everything and click Submit
• You'll receive a case number for tracking
• The opposite party will be served a notice by the commission

Tip: You do NOT need a lawyer to file on eDaakhil. You can represent yourself.

Documents Required

Keep these ready before filing:

Consumer Forums & Compensation Limits

India has a three-tier consumer dispute redressal system:

What Compensation Can You Get?

• Refund of the amount paid
• Replacement of defective product
• Compensation for mental agony, harassment, and loss
• Interest on the amount from the date of complaint
• Cost of litigation (legal expenses)
• Punitive damages in case of negligence

Most everyday complaints (defective phones, bad services, overcharging) fall under the District Commission — claims up to ₹1 crore.

Fees

Filing on eDaakhil requires a nominal fee based on your claim amount:

For State Commission and National Commission, fees are slightly higher but still very affordable compared to regular courts.

Key point: If your claim is up to ₹5 lakh, filing is completely free. This covers most day-to-day consumer complaints.

How to Track Complaint Status

NCH Complaints

• Call 1800-11-4000 and share your docket number
• Or log in at consumerhelpline.gov.in → "Track Complaint"
• Use the INGRAM app to check status

eDaakhil / Consumer Forum Cases

• Log in at edaakhil.nic.in → "My Cases"
• Visit confonet.nic.in → "Case Status" → search by case number, name, or party
• CONFONET shows case status for all consumer commissions across India

Typical Timelines

• NCH complaints: 15–45 days for resolution through mediation
• Consumer Commission cases: The Act mandates disposal within 3 months (if no testing required) or 5 months (if testing is needed), though actual timelines may vary

FAQs

1. Can I file a consumer complaint online without a lawyer?

Yes, absolutely. The consumer protection system is designed for self-representation. You can file and argue your case yourself on both NCH and eDaakhil. No lawyer is needed.

2. What is the difference between NCH and eDaakhil?

NCH (National Consumer Helpline) is a mediation service — it tries to resolve your issue by contacting the company. eDaakhil is for filing a formal legal case in the consumer commission (court) that can order compensation. Start with NCH; go to eDaakhil if mediation fails.

3. Is there a fee to file a consumer complaint?

Filing on NCH is completely free. On eDaakhil, complaints up to ₹5 lakh are free. For higher amounts, the fee ranges from ₹200 to ₹2,000 at the District Commission level.

4. Can I file a complaint for online purchases (Amazon, Flipkart, etc.)?

Yes. E-commerce platforms are fully covered under the Consumer Protection Act, 2019. You can file against the seller, the platform, or both.

5. What if the company is in another city or state?

You can file the complaint where you live (where you made the purchase or where you reside). You don't need to travel to the company's location.

6. Can I file a complaint against a government service?

Yes. Government services like railways, postal services, electricity boards, and municipal services are covered. You can file complaints against them for deficient service.

7. What happens after I file on eDaakhil?

The commission sends a notice to the company (opposite party). They must respond within 30 days. Then hearings are scheduled — these can often be done via video conferencing. The commission will pass an order for compensation if your case is valid.

Quick Summary

Remember: As a consumer, the law is on your side. Don't let companies get away with bad products or poor service. File your complaint — it's your right. 🇮🇳