What Is a Consumer Complaint? Key Facts for Indian Consumers

Imagine ordering a laptop from Flipkart and receiving a brick instead. As a consumer, you have the right to fight back. 

A consumer complaint in India is your tool to address issues like defective products, poor services or fraud under the Consumer Protection Act, 2019. 

Whether it’s an e-commerce scam, telecom overbilling or banking disputes, understanding consumer complaints empowers you to seek justice. 

ezyLegal offers expert guidance to file complaints effectively, often with free consultation. This guide explains consumer complaints, their scope, examples and why they matter.

Importance of Understanding Consumer Complaints

Consumer complaints are vital for protecting your rights in India’s marketplace. In 2024, the National Consumer Helpline (NCH) handled 1.6 million complaints, showing their growing role. Understanding complaints helps you:

• Recover Losses: Secure refunds, replacements or compensation for faulty goods.
• Hold Businesses Accountable: Ensure sellers deliver promised quality.
• Empower Yourself: Exercise rights like safety and information.
• Promote Fairness: Discourage unfair practices through legal action.

Knowing how to file consumer complaints in India, whether in Delhi or rural areas, ensures you get value for your money.

Definition and Scope of Consumer Complaints

A consumer complaint is a legal grievance filed against a seller or service provider for issues like defective products, deficient services or unfair trade practices. Under the Consumer Protection Act, 2019, it applies to:

• Consumers: Anyone purchasing goods or services for personal use (not resale).
• Transactions: Offline, online, telephonic or direct selling.
• Issues: Defects, overcharging, misleading ads or safety violations.

The 2019 Act, replacing the 1986 Act, introduced:

• Central Consumer Protection Authority (CCPA): Investigates and penalizes unfair practices.
• E-commerce Provisions: Covers online fraud and digital ads.
• Product Liability: Holds manufacturers accountable for defects.
• Mediation: Offers faster dispute resolution.

Complaints can be filed with District (up to ₹1 crore), State (₹1–10 crore) or National Consumer Disputes Redressal Commission (NCDRC, above ₹10 crore).

Who Can File a Consumer Complaint?

Eligible filers under the 2019 Act include:

• Individual consumers.
• Recognized consumer associations.
• Central or State Government.
• Multiple consumers with shared interests.
• Legal heirs of deceased consumers.
• The CCPA on behalf of consumers.

Examples of Consumer Complaints

Consumers in India face issues across sectors. Here are examples:

• E-commerce: A Mumbai buyer ordered a phone from Flipkart but received a soap bar. Filing via NCH led to a ₹15,000 refund in 2025.
• Telecom: A Delhi customer was overbilled ₹5,000 by Airtel due to hidden charges. ezyLegal’s complaint secured a refund and ₹2,000 compensation.
• Banking: A Bengaluru resident faced unauthorized deductions by a bank. A CPGRAMS complaint resolved it in 4 weeks.

These cases show how complaints address fraud, overcharging and service deficiencies.

Why Consumer Complaints Matter

Filing consumer complaints in India has a significant impact:

• Financial Recovery: Get refunds or compensation (e.g., ₹15,000 in the Flipkart case).
• Business Accountability: Forces companies to maintain quality (e.g., Airtel’s billing correction).
• Consumer Empowerment: Strengthens your voice against unfair practices.
• Market Fairness: Discourages deceptive ads and substandard products.
• Legal Precedent: Successful cases (e.g., 2025 telecom refunds) set standards for others.

Complaints ensure your rights to safety, information, choice and redressal are upheld.

Grounds for Filing a Consumer Complaint

You can file a complaint for:

• Defective Goods: Faulty electronics or damaged items.
• Deficient Services: Poor telecom or banking services.
• Unfair Trade Practices: Misleading ads or false claims.
• Overcharging: Prices above MRP or hidden fees.
• Safety Violations: Hazardous products or services.
• Non-delivery: Failure to deliver online orders.

Ground	Example	Forum
Defective Goods	Faulty phone not replaced	District Commission
Deficient Services	Telecom overbilling	District/State Commission
Unfair Trade Practices	Misleading e-commerce ad	District/State Commission
Overcharging	Bank’s hidden fees	District Commission
Safety Violations	Unsafe appliance	State/National Commission
Non-delivery	Undelivered online order	District Commission

ezyLegal’s Role in Filing Consumer Complaints

ezyLegal simplifies consumer complaints with expert guidance:

1. Free Consultation: Discuss your issue (e.g., e-commerce fraud) at ezylegal.in.
2. Complaint Drafting: Lawyers prepare notices or complaints for NCH or forums in 24 hours.
3. Document Support: Review receipts, emails or photos for strong cases.
4. Filing and Tracking: Submit complaints and track progress online.

Case Study: In 2025, ezyLegal helped a Delhi consumer file against Airtel for overbilling, securing a ₹7,000 refund via NCH.

Get expert help to file your consumer complaint with ezyLegal. Visit ezylegal.in today!

How to File a Consumer Complaint

1. Send a Legal Notice:
   • Format: Include your details, seller’s details, issue description and relief sought (e.g., refund).
   • Example: “On 01/08/2025, I bought a phone from [Seller]. It was defective. I request a refund within 15 days.”
2. Wait for Response: Allow 15–30 days. If unresolved, proceed to file.
3. Gather Documents: Receipts, warranty cards, emails, photos or legal notice copy.
4. Choose Forum: File at District (up to ₹1 crore), State (₹1–10 crore) or National Commission (above ₹10 crore).
5. File Online:
   • NCH: Free filing at consumerhelpline.gov.in. Register, submit details and track.
   • E-Daakhil: Fee-based (₹200–₹7,500) at edaakhil.gov.in for formal disputes.
   • CPGRAMS: Free for government issues at pgportal.gov.in.
6. Submit Affidavit: Verify complaint details with a notarized statement.

Tips for Successful Complaints

• Act Within 2 Years: File within the 2019 Act’s deadline.
• Gather Evidence: Include receipts, photos or emails.
• Use Social Media: Tag brands (e.g., @Airtel_Presence) with #ConsumerRights for faster responses.
• Avoid Pitfalls:
  • Incomplete documents cause rejections.
  • Unverified platforms risk data privacy.
• Rural Access: Use NCH’s toll-free number (1800-11-4000).
• Consult ezyLegal: Get free guidance to avoid errors.

Conclusion

A consumer complaint in India is your right to challenge defective goods, poor services or unfair practices under the Consumer Protection Act, 2019. 

From e-commerce fraud to telecom overbilling, complaints ensure accountability and compensation. 

ezyLegal’s expert guidance, free consultation and 24-hour drafting make filing easy. Understand your rights, gather evidence and act fast. Visit ezylegal.in to file your complaint and protect your consumer rights today.

Frequently Asked Questions on What Is a Consumer Complaint

Q1. What is a consumer complaint in India?

Ans1. A consumer complaint is a legal grievance filed against a seller or service provider for defective goods, deficient services or unfair practices under the Consumer Protection Act, 2019.

Q2. What is the meaning of a consumer complaint?

Ans2. It’s a formal process to address issues like faulty products, overcharging or fraud, seeking remedies like refunds or compensation.

Q3. Who can file consumer complaints in India?

Ans3. Consumers, consumer associations, Central/State Government, multiple consumers, legal heirs or the CCPA can file complaints.

Q4. What are common grounds for consumer complaints?

Ans4. Grounds include defective goods, deficient services, unfair trade practices, overcharging, safety violations or non-delivery.

Q5. What rights do consumers have in India?

Ans5. Rights include safety, choice, information, being heard, consumer education and seeking compensation.

Q6. How does the 2019 Act differ from the 1986 Act?

Ans6. The 2019 Act adds e-commerce provisions, CCPA, product liability and mediation, replacing the 1986 Act.

Q7. What documents are needed to file a complaint?

Ans7. Include receipts, warranty cards, emails, photos, legal notices or expert opinions.

Q8. How can I file a consumer complaint online?

Ans8. Use NCH for formal disputes or ezyLegal for guided support.

Q9. What remedies are available?

Ans9. Remedies include refunds, replacements, repairs, compensation or banning unfair practices.

Q10. Can I file complaints for online purchases?

Ans10. Yes, for e-commerce issues like non-delivery or fraud, use NCH, E-Daakhil or ezyLegal.

Q11. What is the time limit for filing?

Ans11. File within 2 years of the issue, per Section 69, unless a valid delay reason is provided.

Q12. How does ezyLegal help with complaints?

Ans12. ezyLegal offers free consultation, lawyer-drafted complaints and tracking at ezylegal.in.

Q13. Can rural consumers file complaints?

Ans13. Yes, use NCH’s toll-free number (1800-11-4000) or ezyLegal’s offline support.

Q14. How do consumer forums work?

Ans14. District (up to ₹1 crore), State (₹1–10 crore) and National Commissions (above ₹10 crore) handle complaints.

Q15. Can social media help with complaints?

Ans15. Tagging brands (e.g., @Airtel_Presence) with #ConsumerRights speeds up responses.

Q16. What pitfalls should I avoid?

Ans16. Avoid incomplete documents or missing deadlines. ezyLegal ensures error-free filings.