How to File a Case in Consumer Court: Complete Guide (2026)

Introduction: Your Rights as a Consumer 

If you've purchased a product that turned out to be defective, fake, or substandard, or if you've received poor service despite paying for it, don't stay silent. The law is on your side. India's Consumer Protection Act, 2019 empowers you to seek justice through consumer courts (officially called Consumer Commissions or उपभोक्ता आयोग). 

Many people avoid filing complaints because they think the procedure for filing complaint in the consumer court in India is complicated or time-consuming. The truth? It's simpler than you think, especially with the new consumer complaint portal (e-Jagriti) that allows you to file from home. 

This guide will walk you through how to file a complaint in consumer court, whether online or offline, in plain English, with practical steps, required documents, a sample complaint, and answers to your most common questions. 

Remember: Consumer courts exist to protect your interests. If you're in the right, the court will listen. 

Who Can File a Consumer Complaint? 

You can file a consumer complaint if you are a consumer, meaning: 

• You purchased goods or hired services for personal use (not for resale or commercial purposes). 
• You paid for it, and have proof like a bill, invoice, receipt, payment screenshot, or even email/WhatsApp confirmation. 

Common Scenarios Where You Can File: 

We have listed down a few common scenarios. If you need more, here’s a compiled list of Common Consumer Complaints 

• Bought a defective or substandard product (mobile, appliance, clothing, etc.). 
• Received a product different from what was advertised or ordered (wrong item, fake brand). 
• Service provider failed to deliver service on time or as promised (plumber, courier, telecom, etc.). 
• Warranty/guarantee not honored, company refused repair or replacement. 
• Fraudulent practices in insurance claims, hospital bills, travel bookings, or online orders. 
• Deficiency in service from banks, airlines, schools, real estate developers, e-commerce platforms, etc. 

For a complete guide to common consumer complaints, see our detailed blog here

Key point: Even if you bought online from anywhere in India (or abroad), you can still file a complaint in India based on jurisdiction rules (explained below). 

Understanding Consumer Court Jurisdiction 

Before you file, you need to know where to file. There are three levels of consumer commissions in India: 

Jurisdiction Based on Location: 

You can file your complaint in any one of these places: 

1. Where you (the complainant) reside or work. 
2. Where the opposite party (seller/service provider) has an office, branch, or place of business. 
3. Where the cause of action arose,e.g., where the product was delivered, service was supposed to be provided, or fraud occurred. 

Example: You live in Jaipur, bought a phone online from a company based in Bengaluru, but the product was delivered to you in Jaipur and is defective. You can file in the District Consumer Commission in Jaipur (because that's where you live and the cause of action arose). 

Official Source: Consumer Protection (Jurisdiction) Rules 

Documents Required to File Consumer Complaint 

Gather these documents BEFORE you start drafting your complaint:

Mandatory Documents: 

1. Proof of Purchase: 

• Invoice/Bill/Receipt 
• Order confirmation email or SMS 
• Payment receipt (bank statement, UPI screenshot, credit card slip) 

2. Evidence of Defect or Service Deficiency: 

• Photos or videos of the defective product 
• Screenshots of chats with customer care 
• Emails showing your complaints and company's responses (or lack thereof) 
• Product packaging, warranty card, user manual (if relevant) 

3. Legal Notice (Optional but Recommended): 

• A formal notice sent to the opposite party asking them to resolve the issue. If they ignore it, attach proof of dispatch (speed post receipt or courier tracking). 

4. Identity Proof: 

• Aadhaar card, PAN card, or Voter ID (copy). 

5. Complaint Affidavit: 

• A notarized affidavit verifying the facts stated in your complaint (format provided below). 

6. Authorization (if filing through representative): 

• If someone else is filing on your behalf, a signed authorization letter and their ID proof. 

7. Postal Order (for Filing Fee): 

• If applicable (see filing fees section below). 

Pro Tip: Organize these documents in a folder (physical or digital). You'll need to upload scanned copies when filing online or submit photocopies when filing offline. 

Step-by-Step: How to File Consumer Complaint Online (e-Jagriti) 

The Government of India has launched the e-Jagriti portal (also called e-Daakhil) for online filing of consumer complaints. Here's how to file: 

👉 Register on e-Jagriti 

• Visit https://e-jagriti.gov.in/
• Click "New User Registration" 
• Fill in your details: Name, Email, Mobile Number, Address 
• Create a username and password 
• Verify your email and mobile via OTP 
• Log in with your credentials 

👉 Start a New Complaint 

• After logging in, click "File a Complaint" or "New Case" 
• Select the appropriate Consumer Commission (District/State/National) based on the value of your claim (refer to jurisdiction table above) 
• Choose the District/State where you want to file 

👉 Fill Out the Complaint Form 

The online form will ask for: 

• Your Details (Complainant): Name, address, contact info 
• Opposite Party Details (Respondent): Name and address of the seller/service provider (company name, branch address, registered office) 
• Case Details: 
• Brief description of the complaint 
• Date of purchase/transaction 
• Amount paid 
• Relief/Compensation sought (e.g., refund + ₹10,000 compensation) 

👉 Upload Documents 

• Scan and upload all supporting documents (bills, photos, emails, affidavit, legal notice, etc.) in PDF or JPEG format 
• Each file should be under 2 MB 
• Label files clearly (e.g., "Invoice.pdf", "Defect_Photo.jpg") 

👉 Pay Filing Fee (if applicable) 

• If your claim value is above ₹5 lakh, you'll need to pay a fee online via net banking/credit card/debit card 
• Or, generate a challan and pay at a designated bank, then upload the payment receipt 

👉 Preview & Submit 

• Review all information carefully 
• Click "Submit" 
• You'll receive a Case Number (Diary Number) via email and SMS 
• Print or save the acknowledgment receipt 

👉 Track Your Complaint Status 

• Log in anytime to check consumer complaint status under "My Cases" or "Track Case" 
• You'll get SMS/email updates for each hearing date 

How to File Offline at the Registry 

If you prefer to file physically or face technical difficulties online, you can visit the Consumer Commission office in person. 

Step 1: Draft Your Complaint 

• Prepare your complaint in the prescribed format (see next section) on plain paper or typed 
• Attach the affidavit verifying the facts 

Step 2: Make Copies 

• Take 4-5 photocopies of the entire complaint and all supporting documents 
• One set for the court, one for each opposite party, and one for your records 

Step 3: Purchase Postal Order for Fee 

• If filing fee is applicable, buy a postal order from the post office in favor of the "Registrar, District/State/National Consumer Commission" (as applicable) 

Step 4: Visit the Registry 

• Go to the Consumer Commission office during working hours (usually 10 AM - 5 PM, Monday-Friday) 
• Submit your complaint at the filing counter with: 
• Original + copies of complaint 
• Affidavit (notarized) 
• All supporting documents (originals for verification, copies for record) 
• Postal order (if fee applicable) 

Step 5: Collect Acknowledgment 

• The registry clerk will stamp and return one copy to you as proof of filing with a case number/diary number 
• Keep this safe, you'll need it to track your case 

Step 6: Wait for Notice 

• The court will scrutinize your complaint and issue a notice to the opposite party 
• You'll be informed of the first hearing date via post or phone 

Consumer Complaint Format & Sample 

Here's a consumer court complaint format you can use. Replace placeholders with your actual details. 

FACTS OF THE CASE: 

» That the Complainant is a consumer within the meaning of the Consumer Protection Act, 2019, having purchased goods/availed services from the Opposite Party. 

» That on [Date], the Complainant purchased [Product Name/Service Details] from the Opposite Party for a total consideration of ₹[Amount]. A copy of the invoice/bill is annexed as Annexure C-1. 

» That the Opposite Party assured the Complainant that the product/service would be [describe promise: of good quality, defect-free, delivered within X days, etc.]. 

» That the Complainant made payment of ₹[Amount] via [mode: cash/online/card] on [Date]. Payment proof is annexed as Annexure C-2. 

» That upon [receipt/use/inspection] on [Date], the Complainant found that [describe defect/deficiency: the product was defective, service was not provided, wrong item delivered, etc.]. Photos/evidence are annexed as Annexure C-3. 

» That the Complainant immediately contacted the Opposite Party on [Date] via [phone/email/visit] and complained about the defect/deficiency. However, the Opposite Party [failed to respond/refused to replace/delayed action]. Copies of communication are annexed as Annexure C-4. 

» That despite repeated follow-ups on [Dates], the Opposite Party has failed to [replace/refund/repair] the product/service, causing mental agony, harassment, and financial loss to the Complainant. 

» That on [Date], the Complainant sent a legal notice to the Opposite Party demanding [refund/replacement/compensation], but the same was ignored. A copy of the notice and postal receipt are annexed as Annexure C-5. 

» That the acts of the Opposite Party amount to deficiency in service and unfair trade practice under the Consumer Protection Act, 2019, and the Complainant has no other efficacious remedy except to approach this Hon'ble Commission. 

» That this Commission has territorial and pecuniary jurisdiction to entertain this complaint as [the Complainant resides here / the OP has office here / cause of action arose here] and the value of goods/services is ₹[Amount]. 

PRAYER (Relief Sought): 

LIST OF ANNEXURES: 

• Annexure C-1: Invoice/Bill 
• Annexure C-2: Payment Proof 
• Annexure C-3: Photos/Evidence of Defect 
• Annexure C-4: Communication with OP (emails/messages) 
• Annexure C-5: Legal Notice & Postal Receipt 
• Annexure C-6: Affidavit 

Sample Affidavit (to accompany complaint):

Filing Fees Explained 

Filing fees depend on the value of goods or services you're claiming for: 

How to Pay: 

• Online Filing: Pay directly via net banking/card on the e-Jagriti portal. 
• Offline Filing: Purchase a Postal Order from any post office in favor of the "Registrar, [Name] Consumer Commission" and attach it to your complaint. 

Example: If you bought a ₹60,000 phone and are claiming ₹60,000 refund + ₹10,000 compensation (total ₹70,000), your claim value is ₹70,000,so no fee is required. 

What Happens After Filing: The Hearing Process 

Once you file your complaint, here's what happens step-by-step: 

1. Scrutiny & Admission 

• The court checks if your complaint is complete and falls within its jurisdiction 
• If accepted, it is admitted and a case number is assigned 
• If there are defects (missing documents, unclear facts), you'll be asked to rectify within 7-15 days 

2. Notice to Opposite Party 

• The court sends a notice along with a copy of your complaint and documents to the opposite party (the company/seller) 
• The OP has 30 days to file a written reply (can be extended by 15 days in special cases) 
• If the OP fails to reply within 45 days, the court may proceed ex-parte (without their response) 

3. First Hearing Date 

• You'll receive a notice of the first hearing date (usually 4-8 weeks after filing) 
• Your presence is not always mandatory at every hearing, but it's good to attend the first one to show seriousness 
• If you've hired a lawyer or drafting service like Digilawyer, they can guide you on when to appear 

4. Reply & Counter-Evidence 

• The OP files their written reply defending their position (e.g., "product was fine when sold," "consumer misused it," etc.) 
• They may also submit counter-documents (warranty terms, delivery proof, etc.) 

5. Arguments & Evidence 

• Both sides present their case 
• You can submit additional evidence (photos, expert reports, witness statements) if needed 
• In simple cases, the court may decide based on written submissions alone (no lengthy oral arguments needed) 

6. Final Order 

• After hearing both sides, the court passes a final order (judgment) 
• If you win, the order will direct the OP to: 
• Refund your money 
• Replace/repair the product 
• Pay compensation for harassment and mental agony 
• Pay your litigation costs (filing fee, lawyer fee, etc.) 

7. Execution of Order 

• If the OP doesn't comply voluntarily, you can file an execution petition to enforce the order 
• The court can attach the OP's bank accounts or property to recover the amount 

8. Appeal (if needed) 

• If you're unhappy with the District Commission's decision, you can appeal to the State Commission within 45 days 
• Similarly, State Commission orders can be appealed to the National Commission within 30 days 

Worked Example: Defective Smartphone Case 

Let's walk through a real-world scenario to make this crystal clear. Since e-commerce frauds are common in India, we’ve listed down one of the cases from last year. 

Filing the Complaint: 

Jurisdiction: Rajesh lives in Pune, and the product was delivered in Pune. Claim value = ₹74,999 (under ₹1 crore). So, he files in the District Consumer Commission, Pune. 

1. Documents Prepared: 

1. Invoice from Flipkart (Annexure C-1) 
2. Credit card payment receipt (Annexure C-2) 
3. Photos/video of flickering screen (Annexure C-3) 
4. WhatsApp chat screenshots with customer care (Annexure C-4) 
5. Service center diagnosis report (Annexure C-5) 
6. Legal notice + speed post receipt (Annexure C-6) 
7. Notarized affidavit (Annexure C-7) 

2. Complaint Filed: On November 20, 2024, Rajesh officially filed his complaint through the e-Jagriti portal. By using DigiLawyer’s expert drafting, he ensured his case was legally sound and professionally formatted from day one. 

3. Relief Sought: 

• Refund of ₹74,999 
• Compensation of ₹15,000 for mental agony and harassment 
• Litigation costs of ₹5,000 

4. Timeline: 

• 20 Nov 2024: Complaint filed online, Case No. CC/123/2024 assigned. 
• 5 Dec 2024: Notice sent to Flipkart. 
• 10 Jan 2025: Flipkart files reply claiming phone was fine, defect due to Rajesh's mishandling. 
• 25 Jan 2025: First hearing. Rajesh presents service center report proving manufacturing defect. 
• 15 Feb 2025: Flipkart fails to provide evidence of product testing. 
• 10 Mar 2025: Final Order passed in favor of Rajesh. 

5. Order: 

"The Opposite Party is directed to refund ₹74,999 to the Complainant within 30 days, along with ₹15,000 as compensation for deficiency in service and mental harassment, and ₹5,000 towards litigation costs. Total: ₹94,999." 

6. Result: Flipkart complied and transferred ₹94,999 to Rajesh's account on 5th April 2025. 

7. Total Time Taken: ~4.5 months from filing to resolution. 

Common Mistakes to Avoid 

Don't sabotage your own case! Here are mistakes people often make: 

❌ Filing in the Wrong Forum 

• Mistake: Filing a ₹80,000 claim in State Commission (which handles only ₹1 crore+). 
• Solution: Double-check jurisdiction based on claim value and location. 

❌ Weak or No Evidence 

• Mistake: Claiming "the product is defective" without photos, bills, or communication proof. 
• Solution: Collect and attach ALL relevant documents. No evidence = weak case. 

❌ Vague Complaint 

• Mistake: Writing "I am not happy with the product, please help." 
• Solution: Be specific, mention dates, amounts, exact defect, and relief sought. 

❌ Ignoring Legal Notice 

• Mistake: Filing directly without sending a pre-litigation notice. 
• Solution: Always send a notice first. It shows good faith and may resolve the issue faster. Courts appreciate it. 

❌ Missing Deadlines 

• Mistake: Filing a complaint 3 years after the incident. 
• Solution: Consumer complaints must be filed within 2 years of the cause of action. Don't delay. 

❌ Not Attending Hearings 

• Mistake: Skipping hearings thinking "court will handle it." 
• Solution: Attend at least the first hearing. If you can't, inform the court in writing. 

❌ Exaggerating Compensation 

• Mistake: Claiming ₹10 lakh compensation for a ₹5,000 shirt. 
• Solution: Be reasonable. Courts award compensation proportional to the actual loss and harassment suffered. 

❌ Not Keeping Copies 

• Mistake: Submitting the only original bill and losing it. 
• Solution: Always keep photocopies and scanned backups of everything. 

Practical Tips for Evidence & Success 

Evidence is King

✅ Bills/Invoices: Even if you lost the original, try to get a duplicate from the seller or check your email/SMS. 

✅ Digital Proof: Screenshots of WhatsApp, emails, SMS, order confirmations are valid. Just ensure they show date and time. 

✅ Photos/Videos: Click clear photos of defects. If it's a functional issue (e.g., battery drain), record a video showing the problem. 

✅ Expert Opinion: For technical defects, get a report from an authorized service center or independent expert. 

✅ Witnesses: If someone was present during purchase or saw the defect, their written statement (affidavit) can help. 

✅ Communication is Crucial 

• Always complain in writing (email/registered post) to the company. Verbal complaints have no proof. 
• Keep records of every email, chat, and call (note down call date, time, operator name). 

✅ Be Organized 

• Number and label your documents (Annexure C-1, C-2, etc.). 
• Create a timeline document listing all events in chronological order,it helps the court see the full picture quickly. 

✅ Stay Calm & Polite 

• Even if the OP's lawyer is aggressive, stay calm during hearings. 
• Speak respectfully to the commission members (address them as "Sir/Madam" or "Hon'ble Member"). 

✅ Follow Up Regularly 

• Check your case status online or call the court registry every 2-3 weeks. 
• If the OP is delaying replies, file a written application requesting early hearing. 

Timeline & What to Expect 

Realistic Expectations: 

• Simple cases (clear defect, strong evidence, OP doesn't contest much): 3-6 months 
• Moderately contested cases (OP files detailed reply, some evidence disputes): 6-12 months 
• Complex cases (multiple OPs, technical issues, appeals): 1-2 years 

Why does it take time? 

• Courts have a backlog of cases. 
• The OP gets 30-45 days to file a reply. 
• Multiple hearings are scheduled weeks apart. 
• If the OP appeals, add another 6-12 months. 

Pro Tip: Consumer courts are faster than civil courts. The Act mandates disposal within 3-5 months ideally, but in practice, 6-8 months is common for straightforward cases. 

Quick Checklist: Are You Filing-Ready? 

Use this cheat-sheet before hitting "Submit": 

◀️Before Filing: 

• I have proof of purchase (bill/invoice/order confirmation) 
• I have payment proof (receipt/bank statement/screenshot) 
• I have evidence of defect/deficiency (photos/videos/emails/chat) 
• I sent a legal notice to the opposite party (and have postal receipt) 
• I know the correct jurisdiction (District/State/National based on value) 
• I know where to file (my city/OP's city/where defect occurred) 
• I have drafted the complaint in the correct format 
• I have prepared and notarized the affidavit 
• I have made 4-5 photocopies of all documents 
• I have paid/arranged the filing fee (if applicable) 

⏺️ During Filing: 

• Uploaded all documents in PDF/JPEG (online) or submitted photocopies (offline) 
• Filled in correct OP details (name, address, contact) 
• Clearly mentioned the relief sought (refund/replacement/compensation) 
• Received case number/diary number acknowledgment 

▶️After Filing: 

• Saved the case number and acknowledgment receipt 
• Checking case status regularly on e-Jagriti or via helpline 
• Prepared for the first hearing (know the date, time, venue) 
• Keeping all original documents ready for verification at hearings 

If you checked all boxes, you're ready to file! 

How Digilawyer Can Help You?

Filing a consumer complaint is now simpler than ever, but having expert guidance can make all the difference between a weak complaint and a winning one. 

Here's how we support you: 

Our legal experts draft a clear, strong, and legally sound consumer complaint tailored to your case. We ensure: 

• Correct legal language and structure (Easy for courts to understand) 
• All essential facts, dates, amounts, and relief sought are mentioned 
• Proper annexure labeling and document organization 
• Compliance with Consumer Protection Act, 2019 requirements 

Your complaint is ready to upload on e-Jagriti or file offline, hassle-free. 

We believe you don't need to hire an expensive lawyer for routine consumer disputes. With the right guidance, you can confidently present your case yourself. 

Digilawyer provides: 

• Step-by-step coaching on what to say at hearings 
• Tips on handling cross-examination and OP's objections 
• Guidance on submitting additional evidence if needed 
• Follow-up support via phone/email throughout your case 

You stay in control. We stay in the background, coaching you to win. 

Final Thoughts 

Filing a consumer complaint in India is no longer the daunting, lawyer-dependent process it once was. With the e-Jagriti portal, clear procedures, and resources like this guide, you have the power to hold companies accountable for defective products and poor services. 

Remember: 

• You are the consumer, and the law is on your side. 
• Gather solid evidence, draft a clear complaint, and file confidently. 
• Don't let small-value disputes stop you,courts waive fees for claims under ₹5 lakh. 
• Consumer courts are faster and more consumer-friendly than regular courts. 

So, the next time you face a defective product, denied refund, or poor service,don't stay silent. File a complaint. Seek justice. 

FAQs: Your Top Questions Answered