Guide
How to file a consumer complaint online in India
A complaint under the Consumer Protection Act, 2019 can be filed online before the District, State or National Commission through the Government's e-Jagriti portal. This guide covers what to settle before you log in and the steps on the portal.
Last updated 9 October 2026
The e-Jagriti portal, at e-jagriti.gov.in, was launched by the Department of Consumer Affairs on 1 January 2025. It brought the earlier e-Daakhil filing system, the commissions' case management systems and CONFONET into one platform, on which a complainant can file a complaint, pay the fee, attend hearings by video where offered and track the case.
Before filing, three things need to be worked out: which commission has jurisdiction, whether the complaint is within time, and what fee is payable.
Steps to file the complaint online
Try to resolve the grievance in writing
Write to the seller or service provider setting out the problem and what you want done, and give a short time to respond. A prior notice is not compulsory under the Act, but it creates a record and fixes when the grievance was refused. You can also call the National Consumer Helpline on 1915, which takes up grievances with companies before any case is filed.
Identify the right commission
Pecuniary jurisdiction depends on the value of the goods or services paid as consideration, not the compensation claimed: up to ₹50 lakh, the District Commission; above ₹50 lakh and up to ₹2 crore, the State Commission; above ₹2 crore, the National Commission. Territorially, the complaint may be filed where the opposite party resides or carries on business, where the cause of action arose, or where the complainant resides or personally works for gain.
Check limitation
A complaint must be filed within two years from the date on which the cause of action arose (Section 69). A later complaint needs an application showing sufficient cause for the delay, which the commission may or may not accept.
Draft the complaint and affidavit
Set out the parties, the transaction, the defect or deficiency, the attempts to resolve it, jurisdiction, limitation and each relief claimed with its amount. Support it with an affidavit and an index of documents.
Register and log in on e-Jagriti
Create an account on e-jagriti.gov.in with your mobile number and email and log in. Advocates and complainants in person can both register.
Enter the case details and upload documents
Start a new complaint, select the commission, and enter the details of the complainant and each opposite party, the consideration paid and the relief claimed. Upload the complaint, affidavit and supporting documents as PDFs, in the order of your index.
Pay the fee and submit
Pay the prescribed fee online through the portal's payment gateway and submit. Note the reference number generated.
Follow scrutiny, admission and hearings
The commission's registry checks the filing and may ask for defects to be cured. The complaint is then listed for admission, and on admission notice goes to the opposite party, who ordinarily has thirty days to file a written version, extendable by not more than fifteen days. Updates are sent by SMS and email and can be tracked on the portal.
Fee for a consumer complaint
The fee is set by the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 and depends on the value of the goods or services paid as consideration. Confirm the current amount on the portal when you file.
| Value of goods or services paid as consideration | Fee |
|---|---|
| Up to ₹5 lakh | Nil |
| Above ₹5 lakh and up to ₹10 lakh | ₹200 |
| Above ₹10 lakh and up to ₹20 lakh | ₹400 |
| Above ₹20 lakh and up to ₹50 lakh | ₹1,000 |
| Above ₹50 lakh and up to ₹1 crore | ₹2,000 |
| Above ₹1 crore and up to ₹2 crore | ₹2,500 |
| Above ₹2 crore and up to ₹4 crore | ₹3,000 |
| Above ₹4 crore and up to ₹6 crore | ₹4,000 |
| Above ₹6 crore and up to ₹8 crore | ₹5,000 |
| Above ₹8 crore and up to ₹10 crore | ₹6,000 |
| Above ₹10 crore | ₹7,500 |
Documents to upload
- The complaint, signed, with an index.
- An affidavit in support of the complaint.
- Invoice, receipt, booking confirmation or agreement showing the transaction and the amount paid.
- Warranty or guarantee card, policy document or terms of service relied on.
- Correspondence with the opposite party, including the notice and any reply.
- Evidence of the defect or deficiency: service reports, photographs, medical records or an expert opinion.
- An application for condonation of delay, if the complaint is beyond two years.
- Identity proof of the complainant and, if filed through an advocate, the vakalatnama.
After the complaint is decided
An order of the District Commission can be appealed to the State Commission within forty-five days, and an order of the State Commission to the National Commission within thirty days. An appellant who has been directed to pay an amount must deposit fifty per cent of it for the appeal to be entertained. The commissions may also refer a dispute to mediation with the consent of the parties.
File a consumer complaint online: common questions
Has e-Daakhil been replaced?
The e-Daakhil filing system has been brought into the e-Jagriti platform, which the Department of Consumer Affairs launched on 1 January 2025. New complaints are filed through e-jagriti.gov.in.
How long does a consumer case take?
The Act says a complaint should be decided within three months of the opposite party receiving notice, or five months where goods need testing. In practice many cases take longer, depending on the commission's workload and adjournments.
Can I file a consumer complaint where I live?
Yes. Under Section 34(2)(d) of the 2019 Act, a complaint may be filed before the District Commission within whose limits the complainant resides or personally works for gain, in addition to where the opposite party is or where the cause of action arose.
Is a purchase for business covered?
Goods bought or services hired for a commercial purpose are outside the definition of consumer. There is an exception for goods or services used by a person exclusively to earn a livelihood by self-employment.
Prepare consumer matters in Settl
Open a consumer matter, capture the transaction, dates and documents through guided intake, and draft the complaint from a template on your letterhead for review.
Not legal advice. This guide is general information. Portals, fees, forms and court rules change, and practice differs between courts. Check the current rules and the official portal, and consult a qualified advocate about your own matter. Settl is not a law firm.