How to file a consumer complaint online in India (e-Daakhil)

Quick answer: First complain to the company in writing and keep the reply. If that fails, contact the National Consumer Helpline (1915 or consumerhelpline.gov.in). If you still need a remedy, file a complaint with the consumer commission online through e-Daakhil, within two years of the problem. For most purchases this is the District Commission, which handles cases where you paid up to ₹50 lakh. You don't need a lawyer.

Faulty phones, cancelled flights with no refund, a builder's delay, an insurance claim ignored: the Consumer Protection Act, 2019 gives you a simple route.

Step 1: Complain to the company

Write an email or use the company's grievance channel. Say what you bought, when, what went wrong and what you want (repair, replacement, refund). Keep screenshots and ticket numbers.

Step 2: National Consumer Helpline

Call 1915 or file on the National Consumer Helpline website or app. Many companies respond once a complaint is registered there.

Step 3: Decide where to file

The commission depends on how much you paid (not how much you claim):

• District Commission: up to ₹50 lakh.
• State Commission: above ₹50 lakh up to ₹2 crore.
• National Commission: above ₹2 crore.

You can file where you live or work, or where the company is.

Step 4: File on e-Daakhil

On the e-Daakhil portal:

1. Register with your email and mobile number.
2. Fill in the complaint: who, what, when, and the relief you want.
3. Upload documents: invoice, warranty, emails, photos, the company's replies.
4. Pay the fee online (it is small for lower amounts and nil for very small claims).
5. Note the reference number and watch for the admission date.

What can you ask for?

Repair, replacement, refund, compensation for loss or harassment, and costs.

Time limit

Within two years of the problem arising (Section 69). Late complaints need a reason the commission accepts.

Frequently asked questions

Do I need a lawyer for a consumer complaint?

No. You can file and argue it yourself, though a lawyer can help in complex cases.

How long does a consumer case take?

The Act aims for quick decisions, but timelines vary by commission and case. Many simple cases settle once the company receives notice.

Can I file a consumer complaint against an online seller?

Yes. E-commerce platforms and sellers are covered, and the Consumer Protection (E-Commerce) Rules, 2020 add duties for them. See [online shopping refunds](/blog/online-shopping-refund-and-return-rights-india).

Write it clearly

[Ask April](/features/ask-april) to help you write a clear complaint letter in plain words, with the dates and facts in order.

This article is general information, not legal advice.