Procedure to file a consumer complaint

Last updated on Jun 7, 2022

A complaint(( Section 2(6), Consumer Protection Act, 2019)) can be filed electronically to the Integrated Grievance Redressal Mechanism portal (INGRAM), or offline with the consumer protection authorities such as district or state commissions to seek relief for consumer rights violations. Further there are helplines as well as phone based applications one can use to register complaints. If the complaint is not resolved, you can take the help of a lawyer to approach the consumer forums as the next step.

Complaint Process: Telephone 

 

Step-1: Check if you are a Consumer under the law

The complainant should be a consumer or an association of consumers(( Section 35(1), Consumer Protection Act, 2019)).

Step-2: Call the Helpline Number

Consumers can call the National Consumer Helpline: 1800-11-4000 or 14404 to register a complaint, except on national holidays. Alternatively, complaints can also be registered through SMS on + 91 8130009809.

Step-3: Give details about the Complaint

Name, contact details and address of the complainant and the seller must be mentioned to the helpline authority, along with the details of the complaint. The authority will register your complaint and give you a Unique Grievance ID.

Step-4: Track your Application

The grievance is then forwarded to the concerned seller, company, regulator, or authority for action. The action taken is updated against each grievance. Your grievance can be tracked with your Grievance ID by calling the helpline or through the Integrated Grievance Redressal Mechanism portal.

Step-5: Resolution of complaint

If your complaint is not resolved, then you can initiate a legal process by approaching the relevant Consumer Forum. The helpline authority can help in clarifying any doubts that you may have about the legal procedure.

E-Complaint Process: Internet (INGRAM Portal)

The Department of Consumer Affairs has launched a portal known as the Integrated Grievance Redress Mechanism (INGRAM) for bringing all stakeholders such as Consumers, Central and State Government Agencies, Private Companies, Regulators, Ombudsmen and call centres etc. onto a single platform. The portal will also help in creating awareness among consumers to protect their rights and inform them of their responsibilities. Consumers can register their grievances online through this portal.

Step-1: Check if you are a consumer under the law

The complainant should be a consumer under the law, meaning someone who is a consumer of a product or an association of consumers.

Step-2: Register on the INGRAM Portal

The complainant must register themselves as a consumer on the INGRAM portal. The complainant must fill in the required details and documents(( Rule 12(1), Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020))to register their complaint, such as name and address of the complainant and the seller, the facts of the dispute and the relief that the complainant seeks(( Rule 12(1), Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020)). A one time registration is required for lodging a grievance. For registration, go to the web portal http://consumerhelpline.gov.in and click on the login link. Sign up giving the details required, and verify through your email. The user id and password are created. Using this user id and password, enter the portal and fill in required details of the grievance, attaching necessary documents (if available).

Step-3: Pay the Fee

The complainant must pay the fee(( Section 35(2), Consumer Protection Act, 2019))(if applicable) for complaint registration through digital payment mode, or apps like BHIM App, UMANG App to the respective Consumer Commissions in accordance with the value of the goods(( Rule 7(2), Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020)).

Step-4: Track your Application

Every grievance is registered and a Unique Grievance ID is issued. The grievance is forwarded to the concerned company, regulator, or authority for action. The action taken by them is updated against each grievance. The grievances filed can be tracked through the INGRAM portal.

Consumer Courts/Forums

Through the INGRAM portal, efforts are made to ensure that the grievance is redressed by taking up with the authorities concerned, which may be a company, ombudsman etc. However, if the issue is still pending, a consumer has a choice to approach the appropriate consumer court or forums with the help of a lawyer. Only complaints that are filed within 2 years since the dispute arose will be admitted for a hearing at the Consumer Dispute Redressal Commissions.

 

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Comments

विजेंद्र गुर्जर

June 14, 2023

श्री मान
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धन्यवाद

A k rawat

February 9, 2024

Ordered arrow sweatshirt through nyka men apps online on 02/02/24 whose order number was NYK-190294534-2818090, price was Rs 1130, delivered through delivery courier on 08/02/24 but brand color So it is the same but the design is different, I complained to nyka customer support Whose complaint number was 707457231611, but nyka canceled my return and replied not to return, which nyka did a big fraud with me, I complained to nyka in national consumer grievance whose complaint number is 5455742 and against it. I am in pgportal and district court I will file a case, the thief is a fraud company, Nyka,
Ordered arrow sweatshirt through nyka men apps online on 02/02/24 whose order number was NYK-190294534-2818090, price was Rs 1130, delivered through delivery courier on 08/02/24 but brand color So it is the same but the design is different, I complained to nyka customer support Whose complaint number was 707457231611, but nyka canceled my return and replied not to return, which nyka did a big fraud with me, I complained to nyka in national consumer grievance whose complaint number is 5455742 and against it. I am in pgportal and district court I will file a case, the thief is a fraud company,

Alka Manral

April 30, 2024

Your situation violates Rule 7(4) of the Consumer Protection (E-Commerce) Rules, 2020. This rule states that e-commerce entities can’t refuse returns or refunds if the product is defective, not as advertised, or delivered late, unless the delay was due to unforeseen circumstances.
1. Online:
You can file a consumer complaint electronically to the Integrated Grievance Redressal Mechanism portal (INGRAM), or offline with the consumer protection authorities such as district or state commissions to seek relief for consumer rights violations. You have to register yourself as a consumer on the INGRAM portal: http://consumerhelpline.gov.in/user/signup.php. You must fill in the required details and documents to register the complaint, such as name and address of the complainant and the seller, the facts of the dispute and the relief that the complainant seeks. A one time registration is required for lodging a grievance. For registration, go to the web portal: http://consumerhelpline.gov.in and click on the login link. Sign up giving the details required, and verify through your email. The user id and password are created. Using this user id and password, enter the portal and fill in required details of the grievance, attaching necessary documents (if available). Then you have to pay the fee (if applicable) for complaint registration through digital payment mode, or apps like BHIM App, UMANG App to the respective Consumer Commissions in accordance with the value of the goods. Every grievance is registered and a Unique Grievance ID is issued. The grievances filed can be tracked through the Integrated Grievance Redressal Mechanism portal: https://consumerhelpline.gov.in/.
2. Telephone
As you’ve already lodged a complaint with the national consumer grievance, make sure to follow up on your complaint number (5455742). They should be able to guide you on the next steps.
3. Contact Nyka Customer Support Again: Reach out to Nyka customer support again and explain the situation. Provide them with your order number (NYK-190294534-2818090) and complaint number (707457231611). It’s possible that there was a misunderstanding or error in your previous interaction. FOR ANY HELP, YOU MAY CALL THEM AT 1800-267-88888 and support@nykaaman.com
Escalate the Issue: If the customer support is not helpful, you can ask to speak with a supervisor or manager. They may have more authority to address your concerns.
Document Everything: Keep a record of all your interactions with Nyka, including emails, phone calls, and messages. This will be useful if you need to escalate the issue further. 4. You can try sending send a notice before taking any legal action. This is often referred to as a “Cease and Desist” or “Demand” letter. It’s a formal way to request that the company rectify the issue before you take further action. The notice should be addressed to Nykaa, as they are the ones who sold you the product. Clearly explain the problem. Include your order number (NYK-190294534-2818090) and complaint number (707457231611), and describe the issue with the product.
Clearly state what you want the company to do to rectify the situation. This could be a refund, exchange, or any other suitable solution. Give the company a reasonable amount of time to respond or rectify the issue. Indicate that you are prepared to take legal action if your demand is not met. Send the letter through certified mail or email, so you have a record of it being sent.

Alka Manral

May 21, 2024

Your situation violates Rule 7(4) of the Consumer Protection (E-Commerce) Rules, 2020. This rule states that e-commerce entities can’t refuse returns or refunds if the product is defective, not as advertised, or delivered late, unless the delay was due to unforeseen circumstances.
1. Online:
You can file a consumer complaint electronically to the Integrated Grievance Redressal Mechanism portal (INGRAM), or offline with the consumer protection authorities such as district or state commissions to seek relief for consumer rights violations. You have to register yourself as a consumer on the INGRAM portal: http://consumerhelpline.gov.in/user/signup.php. You must fill in the required details and documents to register the complaint, such as name and address of the complainant and the seller, the facts of the dispute and the relief that the complainant seeks. A one time registration is required for lodging a grievance. For registration, go to the web portal: http://consumerhelpline.gov.in and click on the login link. Sign up giving the details required, and verify through your email. The user id and password are created. Using this user id and password, enter the portal and fill in required details of the grievance, attaching necessary documents (if available). Then you have to pay the fee (if applicable) for complaint registration through digital payment mode, or apps like BHIM App, UMANG App to the respective Consumer Commissions in accordance with the value of the goods. Every grievance is registered and a Unique Grievance ID is issued. The grievances filed can be tracked through the Integrated Grievance Redressal Mechanism portal: https://consumerhelpline.gov.in/.
2. Telephone
As you’ve already lodged a complaint with the national consumer grievance, make sure to follow up on your complaint number (5455742). They should be able to guide you on the next steps.
3. Contact Nyka Customer Support Again: Reach out to Nyka customer support again and explain the situation. Provide them with your order number (NYK-190294534-2818090) and complaint number (707457231611). It’s possible that there was a misunderstanding or error in your previous interaction. FOR ANY HELP, YOU MAY CALL THEM AT 1800-267-88888 and support@nykaaman.com
Escalate the Issue: If the customer support is not helpful, you can ask to speak with a supervisor or manager. They may have more authority to address your concerns.
Document Everything: Keep a record of all your interactions with Nyka, including emails, phone calls, and messages. This will be useful if you need to escalate the issue further. 4. You can try sending send a notice before taking any legal action. This is often referred to as a “Cease and Desist” or “Demand” letter. It’s a formal way to request that the company rectify the issue before you take further action. The notice should be addressed to Nykaa, as they are the ones who sold you the product. Clearly explain the problem. Include your order number (NYK-190294534-2818090) and complaint number (707457231611), and describe the issue with the product.
Clearly state what you want the company to do to rectify the situation. This could be a refund, exchange, or any other suitable solution. Give the company a reasonable amount of time to respond or rectify the issue. Indicate that you are prepared to take legal action if your demand is not met. Send the letter through certified mail or email, so you have a record of it being sent..

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