Who Can File a Consumer Complaint? Eligibility Explained

Picture this: you order a TV online, but it arrives broken and the seller refuses a refund. Who can fight back? Under the Consumer Protection Act, 2019, a range of individuals and entities can file consumer complaints to seek justice for issues like defective products or unfair services. 

With e-commerce complaints rising 30% in 2025, knowing your eligibility is crucial. This guide explains who can file a complaint in consumer court, eligible cases and how ezyLegal helps you navigate the process with expert guidance.

Importance of Understanding Eligibility

Knowing who can file a complaint under the Consumer Protection Act, 2019, empowers you to tackle unfair trade practices, from online scams to faulty goods. 

Eligibility determines whether you can seek remedies like refunds or compensation through consumer forums. With India’s digital market booming, over 900 million internet users, complaints against e-commerce giants like Flipkart are surging. 

Understanding eligibility ensures you or even a group of consumers, can hold businesses accountable, whether in Mumbai or rural areas, using platforms like NCH or ezyLegal.

Eligibility Criteria for Filing a Consumer Complaint

The Consumer Protection Act, 2019, defines who can file a complaint in consumer court:

1. Consumers: Individuals or groups buying goods/services for personal use (not resale) with payment or promised payment.
   • Example: A Delhi buyer purchasing a defective phone from Amazon for personal use.
2. Voluntary Consumer Associations: Registered groups (e.g., under the Companies Act) advocating for consumer rights, even if the affected consumer isn’t a member.
   • Example: Consumer Voice filing for victims of a misleading ad campaign.
3. Legal Heirs or Representatives: Heirs of a deceased consumer continuing their case.
   • Example: A widow filing for her late husband’s unresolved insurance claim.
4. Central or State Government: Government bodies acting on behalf of consumers.
   • Example: A state filing against a company for widespread product defects.
5. Class Action (Multiple Consumers): Groups with similar grievances filing jointly.
   • Example: Customers scammed by the same e-commerce fraud joining forces.
6. Central Consumer Protection Authority (CCPA): A regulatory body filing on behalf of consumers for systemic issues.
   • Example: CCPA addressing a brand’s false advertising affecting thousands.

Examples of Eligible Cases

Eligible filers can address various issues under the 2019 Act. Here are examples:

• Defective Products: A Bengaluru consumer bought a faulty laptop from Flipkart. After the seller refused a refund, she filed via NCH, securing ₹25,000 in 2025.
• Service Issues: A Mumbai resident faced overbilling by Jio (₹4,000 extra). ezyLegal helped file a complaint via CPGRAMS, recovering the amount in 3 weeks.
• Unfair Trade Practices: A consumer association filed against a brand for misleading “buy one, get one” ads, leading to a ₹1 lakh fine by the CCPA in 2025.
• Insurance Denials: A legal heir filed for a deceased relative’s rejected health insurance claim, winning ₹5 lakh via E-Daakhil in 2025.

Grounds for Filing a Complaint

Eligible filers can address:

• Unfair Trade Practices: False ads or deceptive marketing.
• Defective Goods: Faulty or damaged products.
• Service Deficiencies: Poor telecom, banking or repair services.
• Overcharging: Prices above MRP or hidden fees.
• Hazardous Goods/Services: Unsafe products or services.

Complaints must be filed within 2 years of the issue, unless a valid delay reason is provided.

Who Cannot File a Complaint?

• Commercial Buyers: Those purchasing for resale or business (e.g., a retailer buying 50 phones for resale).
• Free Service Recipients: Users of free services (e.g., free medical camp by an NGO).
• Expired Limitation Period: Complaints filed after 2 years without justification.
• Frivolous Claims: Minor issues like disliking a product’s color when accurately advertised.
• Pending Civil Cases: Issues already in other courts.

ezyLegal’s Guidance for Consumer Complaints

ezyLegal ensures you’re eligible and ready to file:

1. Eligibility Assessment: Free consultation at ezylegal.in to confirm your status (e.g., consumer vs. commercial buyer).
2. Complaint Drafting: Lawyers draft legal notices or complaints in 24 hours.
3. Document Review: Verify receipts, emails or photos for strong cases.
4. Filing Support: File via NCH, E-Daakhil or CPGRAMS with tracking.

Case Study: In 2025, ezyLegal helped a Pune consumer confirm eligibility for a defective AC case, filing via NCH to secure a ₹15,000 refund.

Not sure if you’re eligible? Get ezyLegal’s free guidance at ezylegal.in today!

How to File a Consumer Complaint

1. Send a Legal Notice: Notify the seller (e.g., “Refund ₹10,000 for faulty TV within 15 days”).
2. Gather Evidence: Collect receipts, warranty cards, photos or emails.
3. Draft Complaint: Include your details, seller’s details, issue and relief sought.
4. Choose Forum:
   • District Commission (up to ₹1 crore).
   • State Commission (₹1–10 crore).
   • National Commission (above ₹10 crore).
5. File Online/Offline:
   • NCH: Free filing at consumerhelpline.gov.in.
   • E-Daakhil: Fee-based (₹200–₹7,500) at edaakhil.gov.in.
   • CPGRAMS: Free for government issues at pgportal.gov.in.
6. Submit Affidavit: Verify complaint details with a notarized statement.

Tips for Successful Filing

• Verify Eligibility: Ensure you’re a consumer under the 2019 Act.
• Act Within 2 Years: File before the limitation period expires.
• Use Social Media: Tag brands (e.g., @JioCare) with #ConsumerRights for faster responses.
• Avoid Pitfalls:
  • Incomplete documents lead to rejections.
  • Commercial purchases don’t qualify.
• Rural Access: Use NCH’s toll-free number (1800-11-4000).
• Consult ezyLegal: Get free eligibility checks and filing support.

Conclusion

Under the Consumer Protection Act, 2019, consumers, associations, legal heirs, governments and the CCPA can file complaints for issues like defective products or service deficiencies. 

Knowing your eligibility empowers you to seek justice, whether for a faulty gadget or an e-commerce scam. 

ezyLegal’s free consultation and expert drafting make filing seamless. Check your eligibility and file confidently, visit ezylegal.in now to protect your consumer rights.

Frequently Asked Questions on Who Can File a Consumer Complaint

Q1. Who is eligible to file a consumer complaint in India?

Ans1. Consumers, voluntary consumer associations, legal heirs, Central/State Government, groups of consumers (class action) and the CCPA can file under the Consumer Protection Act, 2019.

Q2. Who can file a complaint in consumer court?

Ans2. Anyone purchasing goods/services for personal use, registered consumer groups, legal heirs, governments or the CCPA can file in consumer courts.

Q3. Who can file a complaint under the Consumer Protection Act?

Ans3. Eligible filers include individual consumers, consumer associations, legal heirs, government bodies, class action groups and the CCPA for personal-use purchases.

Q4. Can a legal heir file a consumer complaint?

Ans4. Yes, legal heirs can file on behalf of a deceased consumer (e.g., for an unresolved insurance claim).

Q5. Can businesses file consumer complaints?

Ans5. No, purchases for resale or commercial purposes don’t qualify under the 2019 Act.

Q6. Can I file a complaint for free services?

Ans6. No, only paid goods/services qualify for consumer complaints.

Q7. What are eligible cases for consumer complaints?

Ans7. Cases include defective products, service deficiencies, unfair trade practices, overcharging or hazardous goods.

Q8. How does ezyLegal help with eligibility?

Ans8. ezyLegal offers free consultation, eligibility checks and complaint drafting at ezylegal.in.

Q9. How long do I have to file a complaint?

Ans9. File within 2 years of the issue, per Section 69, unless a valid delay reason is provided.

Q10. Can consumer associations file complaints?

Ans10. Yes, registered associations can file, even for non-members, for widespread issues.

Q11. Can the government file consumer complaints?

Ans11. Yes, Central or State Governments can file on behalf of consumers.

Q12. How do I file a complaint online?

Ans12. Use NCH for formal disputes.

Q13. What documents are needed?

Ans13. Include receipts, warranty cards, photos, emails or legal notices.

Q14. Can social media help with complaints?

Ans14. Tagging brands (e.g., @AmazonIN) with #ConsumerRights speeds up responses.

Q15. What reliefs are available?

Ans15. Reliefs include refunds, replacements, compensation or removal of defects.

Q16. Can rural consumers file complaints?

Ans16. Yes, via NCH’s toll-free number (1800-11-4000) or ezyLegal’s offline support.