How to File a Consumer Complaint in India: District, State and National Commission Explained

By S&S Co. Advocates & Solicitors · Published 15 September 2026 · Informational content, not legal advice — see our disclaimer

Three Tiers, Sorted by Value

The Consumer Protection Act, 2019 sets up a three-tier structure of consumer commissions — the District Commission, the State Commission and the National Commission (NCDRC) — and which one a complainant approaches at first instance turns on the pecuniary value of the complaint: broadly, the value of the goods or services paid for as consideration, plus the compensation claimed. This is a change from the original scheme of the 2019 Act as enacted, which set much higher thresholds; those thresholds were subsequently revised downward by a notification dated 30 December 2021, and it is the revised figures that apply today. As of this writing, a complaint valued up to ₹50 lakh is filed at the District Commission, a complaint above ₹50 lakh and up to ₹2 crore goes to the State Commission (in its original, first-instance jurisdiction), and a complaint above ₹2 crore goes to the National Commission. These figures are set by government notification and can be revised again, so it is worth confirming the currently applicable thresholds before filing, particularly for a claim near a boundary figure.

Who Can File, and Against Whom

A complaint can be filed by the consumer who bought the goods or hired the service, by a recognised consumer association on behalf of one or more consumers, by the Central or a State Government, or — in the case of a claim affecting a class of consumers with the same interest — by one or more consumers on behalf of that class. The complaint may be brought against a manufacturer, a seller or service provider, and, since the Consumer Protection (E-Commerce) Rules, 2020, in appropriate circumstances against the e-commerce entity that facilitated the transaction as well, depending on the facts of the grievance and the role that entity played in the transaction.

What a Complaint Should Establish

A consumer complaint under the Act is generally built around one or more of: a defect in goods, a deficiency in service, an unfair trade practice or restrictive trade practice, a trader or service provider charging a price in excess of what is displayed or agreed, or goods that are hazardous to life and safety being offered for sale in contravention of a legal requirement. The complaint should set out, in reasonably specific terms, the facts of the purchase or engagement (with supporting documents — invoices, receipts, correspondence, warranty cards, photographs where relevant), the specific defect or deficiency alleged, the loss or injury suffered, and the relief sought (replacement, refund, compensation, or removal of the defect or deficiency, as appropriate to the case).

Filing Timeline and Process

Section 69 of the Act requires a complaint to be filed within two years from the date the cause of action arose — that is, generally, from when the defect, deficiency or unfair practice came to the consumer's knowledge or occurred. A commission has discretion to condone a delay beyond two years where sufficient cause is shown, but this is not something to rely on; filing within the two-year window avoids the additional, uncertain hurdle of having to justify the delay itself.

A complaint can be filed physically at the commission's registry or electronically through the government's e-Daakhil portal, which allows online filing, document upload, fee payment and status tracking. On receipt, the commission examines the complaint for admission — it may refer the parties to mediation at this stage if it forms the opinion that the dispute is capable of being settled that way and the parties agree — and, once admitted, issues notice to the opposite party, who is typically given a defined period to respond. The commission can grant interim relief where appropriate, and a final order — directing removal of a defect or deficiency, replacement, refund with or without interest, compensation for loss or injury, discontinuation of the unfair practice, or costs — is passed after considering the evidence and submissions of both sides.

The Mediation Option

A significant feature the 2019 Act introduced over its 1986 predecessor is a structured mediation mechanism, run through consumer mediation cells attached to each commission. Where the commission forms an opinion, at admission or at a later stage, that the dispute is capable of an amicable settlement and the parties consent, it can refer the matter to mediation rather than proceeding straight to adjudication. This is often faster and less adversarial than a full contested hearing, and a settlement reached through this route is recorded and given the same effect as an order of the commission — though mediation remains consent-based and a party is not compelled to settle.

Appeals

A party aggrieved by a District Commission's order can generally appeal to the State Commission, and a party aggrieved by a State Commission's order (whether passed in its original or appellate jurisdiction) can generally appeal to the National Commission, with a further appeal to the Supreme Court available from certain National Commission orders — each level of appeal is subject to its own limitation period and, in some instances, a pre-deposit requirement, both of which should be confirmed against the current statutory position before an appeal is filed.

Practical Points Worth Keeping in Mind

Keep every document from the underlying transaction — invoices, warranty cards, service records, correspondence with the trader or platform, and any written complaint already made to the business itself — since these form the evidentiary backbone of the complaint. Compute the complaint's value carefully against the current pecuniary thresholds before deciding which commission to approach, since filing in the wrong forum can cost time even where the underlying complaint is meritorious. And raise the grievance with the trader, manufacturer or platform directly in writing before filing, both because a documented pre-complaint attempt to resolve the issue often strengthens the case, and because some grievances are genuinely resolved at that stage without needing to invoke the commission at all.

Frequently Asked Questions

References & Further Reading

This article describes the consumer complaint framework in general terms. Pecuniary thresholds and procedural rules are revised by government notification from time to time — readers should verify the current position before filing.

1. Consumer Protection Act, 2019, Sections 34–47 (jurisdiction of the District, State and National Commissions) and Section 69 (limitation).
2. Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021, and the notification dated 30 December 2021 revising pecuniary jurisdiction limits.
3. Consumer Protection (Mediation) Rules, 2020 — the mediation mechanism under the 2019 Act.
4. Consumer Protection (E-Commerce) Rules, 2020 — obligations of e-commerce entities.