How To File A Complaint Online In Consumer Court/Forum? (2023)

24 Feb 2020adminconsumer complaint6 comments

A customer can lodge a case in consumer court against a service provider or a seller in case of faulty product delivery, improper service or harassment. The government of India controls the judiciary hearings regarding consumer grievances. Below we will discuss about the entire procedure to file a complaint in consumer court.

All you need to know about Consumer Court in India:

Consumer Protection Act, 1986 has established Consumer Court in order to redress and compensate disputes in India. These courts are divided into three categories depending on the monetary transaction limit. If the transaction amount is below 20 lacs, the case is handled by District Forum. Similarly State and National Commissions handles the cases of between 20 lacs to 1 crore and above 1crore respectively.

Consumers are eligible to receive quality products and standard services. But in numerous situations, consumers become victims of flawed goods or substandard services. To compensate the customers for defective products and provide a redressal technique the Consumer Protection Act was passed in 1986.

Table of Contents

• Procedure to file a case in the consumer court physically
• How to file a consumer complaint online
• Why go for filing complaint online instead of offline
• Eligibility criteria to file a complaint
• Conditions to lodge a complaint
• Different Consumer Forums responsible for redressal and consumer protection
• Procedure to approach State Consumer Forum
• Documents required filing a case in SCDRC
• Procedure to approach the District Forum
• Procedure to approach NCDRC
• Time limit to file a case in consumer court
• How to appeal against consumer court order
• Recently resolved cases

Eligibility criteria to file a complaint:

1. Certainly, a consumer only can make a complaint, but to do that, he or she needs to fulfill two conditions-

• The consumer has paid money to purchase products or availed services in exchange of money.
• The person have purchased the product for personal use only and not for resale purpose.

2. A registered voluntary consumer association under Companies Act or other law.
3. The Government, be it central or state.
4. Consumers with same interest.
5. Legal heir or relative of a deceased consumer.

A complaint is a written allegation and thus, the complainant must fall under the definition of a consumer.

Conditions to lodge a complaint:

• Unfair or restricted trade practice by a service provider.
• Defective or substandard products, which is already bought or agreed to be purchased by the consumer.
• Service Deficiency, whether hired or confirmed to be hired.
• Overcharging of goods when the price is fixed by the law, displayed on packaging or agreed between both parties.
• Selling goods that are hazardous for life, safety and property.

Different Consumer Forums responsible for redressal and consumer protection:

When it is determined to file a case, consumer needs to estimate the monetary transaction limit. Based on the pecuniary limit, Consumer Forum is categorized into three tier format.

• District Consumer Disputes Redressal Forum (DCDRF):

Each district has a Forum consisted of 3 members each. When the amount is under 20 lakhs, DCDRF orders to file an appeal in SCDRC.

• State Consumer Disputes Redressal Commission(SCDRC):

If the pecuniary value is between 20 lakhs to 1 crore, then an appeal is filed from SCDRC order to NCDRC. This commission is established in every state.

• National Consumer Disputes Redressal Commission(NCDRC):

This forum is situated in New Delhi and considered as the highest tier of Redressal system. If the value of the claim exceeds 1 crore then the jurisdiction lies in hands of NCDRC. Also, an appeal from NCDRC order lies to Supreme Court.

Procedure to file a case in the consumer court:

• Intimation: The aggrieved party sends a notice to service provider who sold the product. This notice informs about the intention of the customer to take action for receiving substandard or defective goods. It is an attempt for settlement between both parties without going to Forum.
• Drafting of the complaint: If the seller or service provider is not ready to offer compensation, a formal complaint is lodged under Consumer Protection The process doesn’t necessarily need a lawyer and can be dealt by the customer himself. The customer must mention the following details:

1. Name, address and description of both the parties.
2. Cause of action, approximate date, time and place.
3. Relevant causes behind the action.
4. The compensation or remedy claimed by the consumer.
5. Signature of the complainant or authorized lawyer.

• Attach required documents: Materialistic evidence and documents are required to support your complaint to produce in the court. They include-

1. Copy of bill, delivery receipt, packaging, record of online booking.
2. Warranty/Guarantee cards.
3. Copy of the written complaint and notice.

• Appropriate Commission: The consumer needs to choose the proper forum to file the complaint according to pecuniary jurisdiction i.e. the total value of product or service availed. Mention the compensation amount that is fixed.
• Pay court fee: A certain amount of money is needed to be paid along with the complaint. The amount depends on the type of the forum, the value of the product bought and the compensation sought.
• Submit Affidavit: While filing the case it is necessary to submit an affidavit in the court. It is the proof that the facts described by the complainant are true to their knowledge.

Procedure to approach the District Forum:

The complaint can be written on a plain paper and can be filed by the complainant himself or his authorized agent.

• Four copies and additional ones for each party need to be filed by the complainant.
• The Court Fee for suits valued up to 1 lakh is zero for them who have Antyodaya and Anna Yojanacards, while in other cases the amount is Rs. 100. When the suits are valued up to 5 lakhs, the court fee is Rs. 200, and for suits valued up to 10 lakhs, the fee is Rs. 400. For those up to 20 lakhs, the court fee is Rs. 500.
• The court fee must be paid by demand draft made out the President of Consumer Disputes Redressal Forum along with the district name.

Procedure to approach State Consumer Forum:

• The consumer can file a case according to pecuniary jurisdiction or file an appeal from order of DCDRC within 30 days from the passing of the order.
• The court fee for the value between 20 to 50 lakhs is Rs. 2000 while the fee is Rs 4000 when the value is up to 1 crore.
• Court fees needs to be deposited via demand draft in favor of Registrar, name of State Commission.

Documents required filing a case in SCDRC:

• Copy of complaint which is filed, the proofs, evidence, the material and other documents consisted of correct name and address of both parties.
• A certified copy of the order passed by District Forum.
• Four copies are needed to be filed in the court and copies to be served on each Respondent.
• Copy of Interim orders passed by DCDRC or petitions to the case need to be attached and submitted along with the Affidavit.
• Application for Condonation of Delay (if any) along with reasons has to be submitted.
• A deposit of Rs. 25000 or 50% of the compensation amount, whichever is less than the other has to be made by opposite parties.

Procedure to approach NCDRC:

• Consumer can file the complaint directly according to pecuniary jurisdiction or file an appeal from SCDRC order within 30 days of passing the order.
• The court fee is Rs. 5000 and the demand draft will be made out to The Registrar, NCDRC.
• There is no further fee for filling an appeal before State or National Commission.

A complainant can approach the Supreme Court against the orders of NCDRC within 30 days from passing of the order.

Reliefs granted under Consumer Protection Act:

• Refund of the product price paid by the customer and additional compensation for any damage if claimed.
• Removal of defects which is proven to exist after conducting test on the material. The passed order might ask to remove or fix the damages.
• Compensation for mental or physical damage suffered while owning or using of the product.
• Imposing a ban on the life threatening goods and their abomination from the market.
• Order of discontinuation of restrictive trade practice. The authority can impose permanent or conditional ban on the unfair service.
• Payment of the cost of the product and litigation claimed by the aggrieved party.

Time limit to file a case in consumer court:

A complaint must be filled within two years from the date of action of deficiency or when the problem happened. According to the law, the case can be filed after statutory period of two years if DCDRC is satisfied with the sufficient cause for not filling the case within that period. The delay can be granted if the reasons are acceptable.

How to appeal against consumer court order?

The Supreme Court is at the top of the hierarchy of the Forum format. Law allows the complainant to appeal against the forum’s order at every level so that justice is served.

Consumer Protection Act is bestowed upon the consumers so that no unscrupulous affair takes place. In order to secure safety of the consumer right from unfair trade, protection is provided to eradicate all the disputes in the market. This is the reason why the Forums are established exclusively for Consumer Protection.

How to file a consumer complaint online?

You can surely file a complaint online from our official website. Online Legal India provides you the platform to file a case from anywhere and anytime. Follow the steps described below-

• Step 1: Open the link mentioned above and fill up the form to file the complaint.
• Step 2: You will receive a call from our legal team.
• Step 3: Your case will be analyzed by our legal expert.
• Step 4: The legal expert will send a notice to the service provider or the seller.
• Step 5: If the notice is ignored after a defined time, your case will be filed in the Consumer Court in person.
• Step 6: We will assist you till the case is resolved.

Why go for filing complaint online instead of offline:

There are several advantages of lodging a complaint online-

• The whole process is time saving
• File your complaint from any device be it a mobile or a computer
• You can file the case from any location
• You will receive help from consumer complaint specialists of Online Legal India.
• Our expert will send the legal notice to the service provider company on your behalf.
• We are always available for your assistance.
• Your data will stay secured with us as we are extremely trustworthy.
• Our fast and on time service will make the whole process easy for you.

Our recently resolved cases:

Recently we have solved numerous cases and solved problems of our clients. Here are some examples of cases that have been handled by our company:

• Rajesh Kathuria filed a complaint against the bank and claimed approximately 22 Crores.
• Bharat Rai registered a complaint against VMakes Visas Pvt. Ltd. The approximate claim amount was 3.60 lacs.
• Dominic Thomas filed a case against SingomaxPTE LTD and the claimed amount was 2.85 lacs.

• Janak Vinaykant Mistry has complained against Medistar Hospital and the amount claimed was 2.73 lacs.

• Seenivasan lodged a case against the showroom and the approximate claim amount was 2.10 lacs.