Introduction
Consumers often encounter defective product or unsatisfactory services, ranging from malfunctioning electronics to poor after-sales support. The Consumer Protection Act, 2019 provides a structured mechanism for filing complaints and seeking redressal. If a seller or service provider fails to resolve your issue, you can formally file a complaint with the consumer forum.
What Are The Grounds For Filing A Complaint
Defective products – Goods that are damaged, faulty, or fail to meet quality standards.
Deficient services – Poor service, non-compliance with promises, or negligence by a provider.
False advertising – Misleading claims about a product’s quality, features, or benefits.
Overcharging and unfair pricing – Selling products above the maximum retail price (MRP) or adding hidden charges.
Fraudulent transactions – Online shopping scams, non-delivery of paid goods, or unauthorized charges.
What Are The Steps To File A Complaint
- Try To Resolve The Issue With The Seller: Contact the seller, manufacturer, or service provider and explain the problem. Request a replacement, refund, or necessary repairs. Keep a record of all communications, including emails and chat transcripts.
- Gather Required Documents: Proof of purchase – Invoice, bill, receipt, or order confirmation. Warranty or guarantee card – If applicable to the product. Communication records – Emails, complaint letters, or messages exchanged with the seller. Bank statements or payment details – If the issue involves a financial transaction.
- File A Complaint Online Or Offline
Online Method
Visit the National Consumer Helpline website (www.nch.gov.in) and register a complaint.
Alternatively, use the Consumer Helpline App or UMANG App for mobile complaints.
Offline Method
Draft a written complaint including details of the issue, product or service details, and the resolution you seek.
Attach copies of supporting documents.
Submit the complaint to the District Consumer Dispute Redressal Commission (DCDRC) in your area. - Pay The Filing Fee: The fee depends on the claim amount and the consumer forum level (district, state, or national). Payment can be made through demand draft, online transfer, or as specified by the forum.
- Obtain Acknowledgment And Track The Complaint: After submission, you will receive a reference number to track your complaint’s status. The consumer forum will notify the seller or service provider and conduct hearings if necessary.
What Happens After Filing The Complaint?
The consumer forum reviews the complaint and sends a notice to the opposing party.
Both parties present their arguments and evidence.
If required, the forum conducts further investigation or hearings.
A final decision is issued, which may include compensation, replacement, refund, or corrective measures.
Expected Resolution Time
District Consumer Forum – 3 to 6 months.
State Consumer Forum – 6 months to 1 year.
National Consumer Forum – 1 to 2 years, depending on case complexity.
Conclusion
Filing a complaint against a defective product or service is a straightforward process under consumer protection laws. By following the proper steps, gathering necessary documents, and using available redressal platforms, consumers can seek justice and hold businesses accountable for unfair practices. If the seller refuses to resolve the issue, the consumer forum provides a reliable mechanism to ensure fair treatment and compensation.
