Introduction

A consumer complaint in India can be filed both online and offline under Sections 35 and 36 of the Consumer Protection Act, 2019. Section 35 explains how a complaint may be made, while Section 36 governs the procedure before the consumer commission, including admission and hearing of cases.

How To File A Consumer Complaint Offline

A consumer, a recognized consumer association, a group of consumers with common interest, or even the government can file a complaint. The place of filing depends on the claim value. The District Commission handles cases up to ₹1 crore, while higher-value cases go before the State or National Commissions.

The complainant must draft a simple complaint with details of the parties, date of purchase, description of goods or services, nature of the dispute, and the relief sought. Supporting documents such as bills and warranties must be attached. The complaint, along with copies for the opposite party, must be submitted to the appropriate commission with the prescribed fee.
Once received, the commission must admit or reject the complaint within twenty-one days. The complainant has the right to be heard before rejection. If no decision is taken in this period, the complaint is deemed admitted.

How To File A Consumer Complaint Online

Consumers can also file complaints digitally through the National Consumer Helpline portal or the e-filing portal of the Department of Consumer Affairs. The complainant needs to register by providing name, contact details, and creating a login ID. After logging in, the complaint form can be filled, documents uploaded, and fees paid through online payment gateways.
The complaint can also be filed through mobile applications such as NCH App, Consumer App, UMANG App, or by calling the helpline numbers 1800-11-4000 and 14404. After submission, a unique ID is generated to track the complaint. Section 35 also permits hearings and evidence through video conferencing, making the process faster and more accessible.

It also specifies who can file a complaint and allows electronic filing with the prescribed fee. Section 36 ensures fair procedure before the commission and prevents rejection without giving the complainant a chance to be heard. The law requires the commission to decide on admissibility within twenty-one days.

What Are The Requirements

A consumer must file the complaint within two years from the cause of action. The complaint must clearly mention details of the parties, dispute particulars, goods or services involved, and the relief sought. Supporting evidence and the prescribed fee must also be submitted.
For any specific query call at ‪+91 – 8569843472‬

Conclusion

Consumers can file complaints easily either offline before the relevant commission or online through government portals and apps. Sections 35 and 36 of the Consumer Protection Act, 2019 provide a simple and effective mechanism to ensure that consumer grievances are heard and resolved in a time-bound manner.