Disclaimer
This article is informational only. KanoonPilot is not a law firm and does not provide legal advice. Consumer law outcomes depend on facts, documents, and the current portal or commission process in your jurisdiction.
If a product was defective, a service failed, a refund was wrongly denied, or an online seller is not responding, you do not always have to start by hiring a lawyer. India’s consumer system gives you a helpline layer and an online filing layer. The key is to use them in the right order and keep good records.
Current portal note
As of April 16, 2026, the old e-Daakhil domain shows it has moved to e-Jagriti. Many public references still say e-Daakhil, so check the official portal currently shown by the Department or commission when you file.
Step-by-step complaint flow
Collect your documents first
Keep the invoice, order ID, payment proof, warranty card, chats, emails, screenshots, photos of the defect, and any complaint number already generated by the seller or service provider. Good records make online filing much easier.
Complain to the seller or service provider
Before escalating, raise the issue directly and preserve the written response. A clean paper trail helps if the matter later reaches the helpline or a consumer commission.
Use National Consumer Helpline first where suitable
The National Consumer Helpline (NCH) offers multiple ways to lodge grievances, including its online portal, app, UMANG, WhatsApp, and toll-free number 1915. For many disputes, this is a smart first escalation before formal litigation.
File online before the consumer commission if needed
If the matter is not resolved and you want formal relief, move to the online filing portal currently recognized by the consumer system. Official materials may mention e-Daakhil, while the live route may now be branded under e-Jagriti.
State your relief clearly
Ask for the remedy you actually want: refund, replacement, repair, compensation, removal of unfair charges, or another specific direction. A vague complaint is harder to process than a precise one.
What your complaint should contain
At a practical level, your online complaint should include:
- your name and contact details;
- the seller, service provider, or opposite party details;
- a short chronology of what happened;
- what you bought or what service failed;
- the money involved and the relief you are asking for; and
- the supporting documents uploaded in a readable format.
Good to know
Under current public consumer guidance, a consumer complaint generally does not require a lawyer to be filed. But if the facts are complex, the amount is large, or the business is already lawyering up, legal review can still help.
Which commission is usually involved?
The current public NCH knowledge base explains pecuniary jurisdiction this way under the Consumer Protection Act, 2019 framework:
- District Commission: up to ₹1 crore;
- State Commission: ₹1 crore to ₹10 crore;
- National Commission: above ₹10 crore.
Watch the limitation period
Do not sit on the matter for too long. Consumer complaints are generally subject to limitation rules, and delay can become a real problem. If you are already close to the deadline, gather your documents and file without waiting for endless back-and-forth with the seller.