How to File a Consumer Complaint Online in India
Your Options for Filing
There are three ways to file a consumer complaint online in India:
- National Consumer Helpline — fastest for simple cases
- eDaakhil Consumer Portal — for formal Forum cases
- Company's own grievance portal — mandatory first step
Step 1: Try the Company First (Mandatory)
Before going to any Forum, you must attempt to resolve with the company directly. Send a written complaint (email or registered letter) giving them 30 days to resolve. Keep a copy.
Step 2: National Consumer Helpline (NCH)
Website: consumerhelpline.gov.in Helpline: 1800-11-4000 (Toll Free) | 1915
The NCH mediates directly with companies. Many complaints — especially against e-commerce, telecom, banking, and insurance — are resolved here without going to court.
How to file on NCH portal:
- Register at consumerhelpline.gov.in
- Click "Register Complaint"
- Select category (e-commerce, banking, etc.)
- Fill details — order number, company name, amount, issue
- Upload supporting documents
- Submit and get complaint number
Average resolution: 15–30 days
Step 3: eDaakhil — Online Consumer Forum
For formal legal proceedings (when NCH doesn't resolve):
Portal: edaakhil.nic.in Supported for: Cases against companies up to ₹1 crore (District Forum)
Process:
- Register at edaakhil.nic.in with Aadhaar / mobile OTP
- Select the appropriate Forum (District / State / National based on claim amount)
- Fill complaint form — party details, facts, relief sought
- Upload: invoice, company's rejection letter / no-response proof
- Pay filing fee online (₹100 to ₹5,000 based on claim amount)
- Complaint filed — you get a case number and hearing date
Filing Fees (Consumer Forum)
| Claim Amount | Filing Fee |
|---|---|
| Up to ₹5 lakh | ₹200 |
| ₹5 lakh to ₹10 lakh | ₹400 |
| ₹10 lakh to ₹20 lakh | ₹500 |
| ₹20 lakh to ₹50 lakh | ₹2,000 |
| ₹50 lakh to ₹1 crore | ₹4,000 |
Documents to Upload
- Invoice / bill / order confirmation
- Screenshot of product / service issue
- Email/WhatsApp communication with company
- Company's response or proof of no response after 30 days
- Photos of defective product
- Medical bills (if caused injury)
What Compensation Can You Claim?
- Full refund of price paid
- Replacement of defective product
- Compensation for physical / mental suffering
- Punitive damages if company acted maliciously
- Legal costs reimbursed
Timeline
| Stage | Typical Time |
|---|---|
| NCH resolution | 15–30 days |
| Consumer Forum hearing | 90–150 days |
| State Commission | 6–12 months |
| National Commission | 12–24 months |
Sector-Specific Complaint Portals
| Sector | Portal |
|---|---|
| Banking | cms.rbi.org.in |
| Insurance | igms.irda.gov.in |
| Telecom | pgportal.trai.gov.in |
| E-Commerce | consumerhelpline.gov.in |
| Airlines | airconsumer.gov.in |
| Electricity | Your state electricity board portal |
Helplines
- National Consumer Helpline: 1800-11-4000 / 1915
- eDaakhil Portal: edaakhil.nic.in