In India, if you have been cheated with a product or service and feel your consumer rights have been violated, you can file a consumer complaint. The government has put a proper mechanism in place to secure the rights of the consumers.
You can watch the step by step process in the video below –
Here’s a step-by-step guide to filing a consumer complaint in India:
- Approach the Seller First: Before initiating any formal complaint, it’s always a good idea to approach the seller or service provider. Explain your problem clearly and see if they offer a resolution.
- Gather Evidence: Collect all related documents such as receipts, warranty cards, bills, agreements, and any other relevant documents. If possible, take photographs or videos as proof of the defect or issue.
- Maintain Written Records: Always keep written records of all communications you have had with the seller or service provider regarding the issue.
- Consumer Helpline: The Government of India has set up a National Consumer Helpline (NCH). Before proceeding legally, you can contact this helpline to get advice or guidance on your issue.
- Online Consumer Complaint: The Ministry of Consumer Affairs, Food & Public Distribution provides an online portal for lodging consumer complaints called the “Consumer Online Resource & Empowerment Centre (CORE)” where you can register your complaints.
- Filing a Complaint with Consumer Forum: If you’re not satisfied with the response from the company or service provider, you can approach the Consumer Forum.
- District Consumer Disputes Redressal Forum (DCDRF): For claims up to INR 20 lakhs.
- State Consumer Disputes Redressal Commission (SCDRC): For claims between INR 20 lakhs to INR 1 crore.
- National Consumer Disputes Redressal Commission (NCDRC): For claims exceeding INR 1 crore.
Submitting the complaint on the portal ;
- Registration – The complainant has to register on the site (https://consumerhelpline.gov.in/). Basic details have to be shared (name, phone, mail, address etc.) User ID and Password will have to be generated.
- Filing the complaint –
- Select from Registered Brands/Providers: You can file a complaint against any enlisted brand or service provider.
- Use the Dropdown Menu: This menu categorizes entities by sectors, segments, and specific brands for easy selection. Ensure you pick the appropriate brand or provider from the list.
- Filing Process
- Detail the Complaint’s Nature: Clearly describe the issue you’re facing.
- Mention Involved Parties: Provide details of any individuals or entities related to the issue.
- Attach Supporting Documents: You can upload any relevant documents that support your complaint.
- Specify the Impact: Highlight any consequences you’ve experienced due to the issue.
- State Your Desired Solution: Clearly mention what resolution or relief you’re seeking.
- Status Tracking – After submission, each complaint is given a unique electronic number. You can use this number to monitor the complaint’s status and progress until its resolution.
Always remember to act promptly since the limitation period to file a complaint is generally two years from the date on which the cause of action arises.