• English
NyaayaNyaayaNyaayaNyaaya
  • Explainers
    • Constitution
      • Fundamental Rights
        • Right to Education
        • Right to Life
        • Constitutional Remedies
    • Discrimination
      • Healthcare for LGBTQ+ Persons
      • Identification Proof for LGBTQ+ Persons
      • Manual Scavenging
      • Scheduled Caste & Scheduled Tribes
      • Violence Based on Gender Identity and Sexual Orientation
    • Family
      • Adoption
      • Care for Parents and Elderly
      • Child Marriage
      • Domestic Violence
    • Government and Politics
      • 48 Hours Before Elections
      • Anti-Corruption
      • Armed Forces (Special Powers) Act
      • Campaigning and Elections
      • Identification Proof
      • Legal Aid
      • Right to Information
      • Sedition
      • Voting and Elections
    • Health and Environment
      • Abortion and Sex Selection
      • COVID-19
      • Drugs and Narcotics
      • Mental Health
      • Noise Pollution
      • Patient Rights
      • Smoking
    • Marriage and Divorce
      • Annulment of marriage
      • Christian Marriage
      • Divorce for Muslim Marriages
      • Divorce for Hindu Marriages
      • Dowry
      • Hindu Marriage
      • Inter-Religious Marriages
      • Muslim Marriage
    • Media and Communication
      • Censorship
      • Defamation
    • Money and Property
      • Consumer Rights
      • Cheques
      • Income Tax
      • Online Bank Fraud
      • Rent
      • Theft
      • Will
    • Police and Courts
      • Arrest
      • Bail
      • Children accused of Crime
      • Contempt of Court
      • First Information Report (FIR)
      • Traffic Fines
    • Violence and Abuse
      • Acid Attack
      • Online Abuse
      • Ragging
      • Rape
      • Sexual Abuse of Children
      • Sexual Crimes
    • Work and Employment
      • Child Labour
      • Employment Contract
      • Maternity Benefit
      • Professional Ethics
      • Sexual Harassment at the Workplace
  • Nyaaya Daily
  • Resources
    • Guides
    • Maps
    • Videos
  • Glossary
  • Blogs
  • About Us
    • About Us
    • Collaborators
  • Ask Nyaaya

Procedure to File a Consumer Complaint

    Home Money and Property Consumer Rights Procedure to File a Consumer Complaint
    NextPrevious

    Procedure to File a Consumer Complaint

    By Nyaaya | Consumer Rights, Money and Property | 0 comment | 9 November, 2020 | 2

    A complaint1 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 consumers2.

    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 documents3to 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 seeks4. 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 fee5(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 goods6.

    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.

    2
    1. Section 2(6), Consumer Protection Act, 2019[↩]
    2. Section 35(1), Consumer Protection Act, 2019[↩]
    3. Rule 12(1), Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020[↩]
    4. Rule 12(1), Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020[↩]
    5. Section 35(2), Consumer Protection Act, 2019[↩]
    6. Rule 7(2), Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020[↩]
    Consumer, court, explainer, Government, Money

    Related Post

    • Who can Complain?

      By Nyaaya | 1 comment

      A complaint 1 about a product or service can be filed by 2 a number of persons under the law, such as: People who buy goods or use services for themselves or for their ownRead more

      2

    • Types of Consumer Complaints

      By Nyaaya | 0 comment

      Every person has a right to file the following types of consumer complaints under consumer protection law: E-commerce complaints “E-commerce” means buying or selling goods or services (including digital products) over digital or electronic networks1.Read more

      2

    • What are Consumer Rights?

      By Nyaaya | 0 comment

      Consumers who are unaware of their rights are vulnerable to the marketplace. It is vital for consumers to be aware of their rights so that they can make choices confidently, and with due regard toRead more

      2

    • Mediation as a Dispute Settlement Resolution

      By Nyaaya | 0 comment

      Mediation1 is an out-of-court settlement where the parties can decide the manner of the proceedings. It helps the speedy settlement of disputes.  The Consumer Protection Act, 2019 has introduced the provision where the relevant CommissionRead more

      2

    • Fee for Making Complaints

      By Nyaaya | 0 comment

      Every complaint1 filed under the consumer protection law must be accompanied with a nominal fee that is payable in the form of a demand draft of a nationalized bank or through a postal order2, orRead more

      2

    Leave a Comment

    Cancel reply

    You must be logged in to post a comment.

    NextPrevious

    Follow Us

    About Us

    Nyaaya is an open access, digital resource that provides simple, actionable, recallable and authoritative legal information to young Indians, helping them solve day-to-day legal problems so that they are aware of their rights and feel empowered to seek justice.

    Subscribe to our Newsletter

    Nyaaya is committed to providing you with clear, actionable information about Indian laws in simple language so you can protect yourself, assert your rights and seek justice. Subscribe to our newsletter to stay up to date with us


    Subscribe to Nyaaya updates on Whatsapp

    न्याया से whatsapp पे जुड़ें

    Terms of Use

    cc logo attribution logo non-commercial logo share alike logo

    Except where otherwise noted, content on this site is licensed under Attribution-NonCommercial-ShareAlike 2.5 India (CC BY-NC-SA 2.5 IN) license. Icons by The Noun Project.

    • About Us
    • How Nyaaya Works
    • Privacy Policy
    • Disclaimer
    • Commenting and Discussion Guidelines
    • Feedback
    Nyaaya - India's Laws Explained
    • Explainers
      • Constitution
        • Fundamental Rights
          • Right to Education
          • Right to Life
          • Constitutional Remedies
      • Discrimination
        • Healthcare for LGBTQ+ Persons
        • Identification Proof for LGBTQ+ Persons
        • Manual Scavenging
        • Scheduled Caste & Scheduled Tribes
        • Violence Based on Gender Identity and Sexual Orientation
      • Family
        • Adoption
        • Care for Parents and Elderly
        • Child Marriage
        • Domestic Violence
      • Government and Politics
        • 48 Hours Before Elections
        • Anti-Corruption
        • Armed Forces (Special Powers) Act
        • Campaigning and Elections
        • Identification Proof
        • Legal Aid
        • Right to Information
        • Sedition
        • Voting and Elections
      • Health and Environment
        • Abortion and Sex Selection
        • COVID-19
        • Drugs and Narcotics
        • Mental Health
        • Noise Pollution
        • Patient Rights
        • Smoking
      • Marriage and Divorce
        • Annulment of marriage
        • Christian Marriage
        • Divorce for Muslim Marriages
        • Divorce for Hindu Marriages
        • Dowry
        • Hindu Marriage
        • Inter-Religious Marriages
        • Muslim Marriage
      • Media and Communication
        • Censorship
        • Defamation
      • Money and Property
        • Consumer Rights
        • Cheques
        • Income Tax
        • Online Bank Fraud
        • Rent
        • Theft
        • Will
      • Police and Courts
        • Arrest
        • Bail
        • Children accused of Crime
        • Contempt of Court
        • First Information Report (FIR)
        • Traffic Fines
      • Violence and Abuse
        • Acid Attack
        • Online Abuse
        • Ragging
        • Rape
        • Sexual Abuse of Children
        • Sexual Crimes
      • Work and Employment
        • Child Labour
        • Employment Contract
        • Maternity Benefit
        • Professional Ethics
        • Sexual Harassment at the Workplace
    • Nyaaya Daily
    • Resources
      • Guides
      • Maps
      • Videos
    • Glossary
    • Blogs
    • About Us
      • About Us
      • Collaborators
    • Ask Nyaaya
    • English
    Nyaaya

    Hey if you have any comments please add them below the explainer. If you have any questions on the law, you can use the ASK NYAAYA tab to submit them. This will help us improve our content based on your contribution. Thanks!

    Stay updated with Nyaaya, connect with us through a newsletter, whatsapp, and whatsapp हिंदी