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


24 Feb 2020adminconsumer complaint6 commentsHow To File A Complaint Online In Consumer Court/Forum? (1)

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.
  1. A registered voluntary consumer association under Companies Act or other law.
  2. The Government, be it central or state.
  3. Consumers with same interest.
  4. 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.

(Video) How To File COMPLAINT Against Any Company/Brand | COMPLAINT IN CONSUMER FORUM ONLINE | FAQ Video

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?

(Video) consumer court online complaint | How to File a Complaint in Consumer Court 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.


How do you make an effective consumer complaint? ›

Here are a few things that will help make your complaint more effective and easier to resolve.
  1. Put your concerns in writing. More complex or less urgent concerns are best put in writing. ...
  2. Focus on the facts. ...
  3. Include important information. ...
  4. Be clear about the outcome you want to achieve. ...
  5. Ask for help.

Does filing a complaint with the CFPB do anything? ›

After the company responds to your complaint, we'll email you, and you can log back in to review the response and give us any feedback. Every complaint helps us in our work to supervise companies, enforce federal consumer financial laws, and write better rules and regulations.

Which is a guideline for a successful complaint filing? ›

The most effective complaints should contain detailed, firsthand, verifiable information, including: Copies of documentary evidence (e.g., bills, statements, canceled checks, insurance reimbursement statements, correspondence, court documents, etc)

What are 3 typical consumer complaints? ›

10 common customer complaints
  • Product is out of stock. ...
  • Broken/defective product. ...
  • Product doesn't meet expectations. ...
  • Preferred payment not accepted. ...
  • Long hold times. ...
  • Disinterested customer service. ...
  • Having to restate the issue. ...
  • Issue not resolved on first call.
May 5, 2022

What are the 4 types of complaints? ›

When customers are dissatisfied with the service you're providing, they will be one of four kinds of complainers: aggressive, expressive, passive or constructive.

What is the success rate of CFPB complaints? ›

Of the approximately 994,000 complaints the CFPB received in 2021, it sent 752,800 (or 76%) to companies for review and response, referred 6% to other regulatory agencies, and found 17% to be not actionable (Figure 2A, Routing Outcomes).

Does the CFPB really help consumers? ›

We protect consumers from unfair, deceptive, or abusive practices and take action against companies that break the law. We arm people with the information, steps, and tools that they need to make smart financial decisions.

How successful is the CFPB? ›

In the past 10 years, we had many achievements that protected American families and consumers, including: Our enforcement and supervisory efforts have resulted in approximately $14.4 billion in relief for consumers, and $1.7 billion in civil penalties.

What are the 5 categories of complaints? ›

5 of the Most Common Types of Customer Complaints, and How to Handle Them
  • The Meek Customer.
  • The Aggressive Customer.
  • The High Roller Customer.
  • The Rip-Off Customer.
  • The Chronic Complainer Customer.
Oct 27, 2016

What are the 5 characteristics of a good complaints process? ›

Good complaint handling means:
  • Getting it right.
  • Being customer focused.
  • Being open and accountable.
  • Acting fairly and proportionately.
  • Putting things right.
  • Seeking continuous improvement.

How long does a consumer complaint take? ›

It normally takes between 8 to 18 months to resolve a Consumer Complaint case. It could take a bit longer in matters that are contentious.

What is the limit of filing the complaint? ›

(1) The District Commission, the State Commission or the National Commission shall not admit a complaint unless it is filed within two years from the date on which the cause of action has arisen.

How do you write a strongly worded letter of complaint? ›

How to write an effective complaint letter
  1. Be clear and concise. ...
  2. State exactly what you want done and how long you're willing to wait for a response. ...
  3. Don't write an angry, sarcastic, or threatening letter. ...
  4. Include copies of relevant documents, like receipts, work orders, and warranties.
Sep 4, 2015

What is the most common consumer complaint? ›

Washington, D.C. – Auto sales and repairs are the number one category of complaints made to local and state consumer agencies in 2021, according to an annual survey conducted by Consumer Federation of America (CFA).

What are examples of consumer issues? ›

Common consumer issues
  • ​​Faulty and unsafe products. What to do when something doesn't work, breaks easily, is unsafe or doesn't do what…
  • ​​Refund, replacement, repair. ...
  • Repair damage after normal use. ...
  • ​Shop breakages. ...
  • Poor quality or incomplete work. ...
  • ​​Delivery issues. ...
  • ​​Overcharging. ...
  • ​​Misleading prices or advertising.

What is an example of an unjustified complaint? ›

Unjustified Complaints

These complaints come from people who think a company did something wrong but not actually so i.e. the company didn't do it. This can happen, for example, if the customer doesn't remember things correctly or if they haven't held up their part of a contract and didn't want to admit it.

What are valid complaints? ›

valid complaint means a complaint that describes the location and general nature of a potential bylaw contravention, which includes the complainant's name, address and telephone number, and which is not a vexatious complaint. Sample 1.

How do I write a consumer complaint letter? ›

Information To Include in Your Letter
  1. Give the basics.
  2. Tell your story.
  3. Tell the company how you want to resolve the problem.
  4. Be reasonable.
  5. File your complaint.
  6. Your Address.
  7. Your City, State, Zip Code. [Your email address, if sending by email]
  8. Date.

What happens if a company doesn t respond to a CFPB complaint? ›

If we can't send your complaint to the company for response, we'll send it to another federal agency and let you know. Consistent with applicable law, we share your complaint with certain state and federal agencies to, among other things, facilitate: supervision of companies, enforcement activities, and.

How long does it take for CFPB to respond? ›

The company will communicate with you as needed and respond to the issues in your complaint. Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days.

Which is the best consumer complaint websites? ›

(1) Consumercomplaints : http://www.consumercourtfor...n/ Consumercomplaints is top online consumer complaint forum in India. It comes top 10 K sites in India. (2) Consumercourt :http://www.consumercou...n/ consumercourt is second most popular consumer forum in India. This forum is powered by vBulletin.

Are banks scared of CFPB? ›

Banks are worried that the RFI is the CFPB's attempt to dictate how banks provide customer service, and how quickly the services must be completed. The CFPB claims the objective of the RFI is to learn about the obstacles customers face when trying to get help from their financial institutions.

When should I contact CFPB? ›

If you're a current or former employee of a company that you think has violated federal consumer financial laws, or if you're an industry insider who knows about such a company, submit a tip to our Office of Enforcement.

What do you say in a CFPB complaint? ›

The best complaints are the ones that explain, clearly and concisely: What happened, including key details and documents. What you think would be a fair resolution.

Does CFPB respond to consumer complaints? ›

2021 Consumer Response annual report

The Bureau's Consumer Response team hears directly from consumers about the challenges they face in the marketplace, brings their concerns to the attention of financial institutions, and assists in addressing their complaints. Topics: Consumer complaints. Data.

What is the CFPB final rule? ›

This final rule increases the dollar threshold exempting certain credit extensions from the special appraisal requirements for higher-priced mortgage loans from $28,500 to $31,000, effective January 1, 2023. Topics: Mortgages. Access to credit.

What makes a practice unfair? ›

An act or practice is unfair when it (1) causes or is likely to cause substantial injury to consumers, (2) cannot be reasonably avoided by consumers, and (3) is not outweighed by countervailing benefits to consumers or to competition. Congress codified the three-part unfairness test in 1994.

What is an aggressive complaint? ›

Unlike the Meek Complainer, the Aggressive Complainer complains loudly to any and all who will listen. Aggressive Complainers don't respond well to those who are aggressive in return. They also tend to be dismissive of excuses or reasons for the unsatisfactory experience.

What is it called when you complain about everything? ›

grump. noun. informal someone who complains a lot and is rarely happy.

What are the 8 methods used to resolve a customer complaint? ›

8 Steps for Dealing Customer Complaints Effectively
  • Listen to Your Customers.
  • Offer Actionable Solution.
  • Avoid Challenging Customer's Complaints.
  • Offer An Apology with Gratitude Attached.
  • Be Polite While Responding.
  • Use Right Tools for Managing Complaints.
  • Share Actionable Feedback with The Team.
Sep 29, 2021

What is a constructive complaint? ›

Constructive complaints are solution oriented, versus unfiltered rumination on negative experiences. As it turns out, there's some science behind the art of complaining.

What is passive complainers? ›

The passive complainer is an introvert. They are friendly but can be totally indecisive. You cannot hurry this type of customer. They hate sales pressure and need reassurance. Passive complainers are the most lethal to a business' success, as they will complain to everyone but the actual business.

What is a Stage 1 complaint? ›

Stage 1 - Internal Investigation

At Stage 1, the complaint will be investigated by the relevant Service Manager, who will liaise with the officers and contractors for the service. We aim to acknowledge a Stage 1 complaint within two working days of receipt and to provide a written response within 10 working days.

What are the first 3 things you should do when dealing with the customer complaint? ›

Your procedure could include the following steps.
  • Listen to the complaint. Thank the customer for bringing the matter to your attention. ...
  • Record details of the complaint. ...
  • Get all the facts. ...
  • Discuss options for fixing the problem. ...
  • Act quickly. ...
  • Keep your promises. ...
  • Follow up.

What is the most important factor in the customer complaint process? ›

One of the most important factors in successful complaint handling and resolution is having clear responsibilities. The larger your financial institution, the more important this is, because the more complex your process may become. When there is confusion about responsibilities, complaints can slip through the cracks.

How do you win a consumer case? ›

A dissatisfied consumer can file a complaint directly with the national commission or appeal against decisions of the state commission within a month from the date of the order. The court fee is Rs 5,000 and the demand draft should be in the name of The Registrar, National Consumer Disputes Redressal Commission.

How fast does consumer court work? ›

The statutory time of two years from the date of the cause of action is not yet expired; A complaint must have the legal competence to be filed, i.e., be sane, solvent, and significant, to be admissible.

How do I approach consumer court? ›

Registered users can lodge a complaint online with the National Consumer Helpline portal of Ministry of Consumer Affairs, Food and Public Distribution. Users need to register themselves with the portal to file or lodge their complaints online. One can also check the status of already filed complaints.

Which of the following Cannot file a complaint? ›

1 Answer. (d) A person who obtains the goods with no consideration.

What is Section 69 consumer Act? ›

69 of the Consumer Protection Act 2019, in as much as it states that the Consumer Commissions "shall not admit a complaint unless it is filed within 2 years from the date on which the cause of action has arisen" is pre-emptory in nature and therefore the question of limitation has to be adjudicated as a preliminary ...

What are the procedure for complain? ›

10 steps to filing a complaint
  1. Step 1: Consider filing a complaint.
  2. Step 2: Identify the entities causing or contributing to the harm.
  3. Step 3: Map the grievance mechanisms that may apply.
  4. Step 4: Identify your desired outcomes.
  5. Step 5: Choose the appropriate grievance mechanism.
  6. Step 6: Prepare for the complaint.

What are the 5 key steps of an effective customer complaints procedure? ›

Your procedure could include the following steps.
  • Listen to the complaint. Thank the customer for bringing the matter to your attention. ...
  • Record details of the complaint. ...
  • Get all the facts. ...
  • Discuss options for fixing the problem. ...
  • Act quickly. ...
  • Keep your promises. ...
  • Follow up.

What are the 5 best practice stages of an effective complaint handling process? ›

A 5-step process for handling customer complaints
  • Step 1: Dig deeper by asking the right questions. ...
  • Step 2: Identify the type of customer you're dealing with. ...
  • Step 3: Respond to the customer quickly. ...
  • Step 4: Present a solution, and verify that the problem is solved. ...
  • Step 5: Log the complaint so you can track trends.
Jun 2, 2022

What are some golden rules of dealing with customer complaints? ›

6 Golden Rules for Handling Customer Complaints
  • Offer A Sincere Apology And Thanks. ...
  • Ask And Then Listen. ...
  • Ask What Outcome They Expect As A Result Of Their Complaint. ...
  • Verify Your Proposed Solution Will Address Their Needs. ...
  • Take Ownership Of Resolving The Problem. ...
  • Get Back To The Customer.

What are the 3 things you should do when handling a complaint? ›

Three Steps for Effectively Handling a Customer Complaint
  1. Listen attentively. ...
  2. Empathize and apologize. ...
  3. Offer and execute a solution. ...
  4. Why Good Customer Service is So Important.
Nov 14, 2019

How do you write a powerful complaint letter? ›

Information To Include in Your Letter
  1. Give the basics.
  2. Tell your story.
  3. Tell the company how you want to resolve the problem.
  4. Be reasonable.
  5. File your complaint.
  6. Your Address.
  7. Your City, State, Zip Code. [Your email address, if sending by email]
  8. Date.

What to do's and don'ts in complaints when handling complaints? ›

9 Dos and Don'ts for Handling Customer Complaints
  • Do: Listen.
  • Don't: Dismiss the complaint as not-a-big-deal.
  • Don't: Try to argue.
  • Do: Ask questions.
  • Don't: Ask questions that the customer has already answered.
  • Do: Go the extra mile in solving the problem.
  • Don't: Be impatient.
  • Do: Be efficient.
Mar 14, 2016

What are the most common complaints? ›

Customer Complaints
  • Long Wait on Hold. ...
  • Unavailable or Out of Stock Product. ...
  • Making Customers Repeat Their Problem. ...
  • Uninterested Service Rep. ...
  • Poor Product or Service. ...
  • No First Call Resolution. ...
  • Lack of Follow Up. ...
  • New Product or Feature Request.
Oct 10, 2022

What type of customer does not generally complain? ›

The Meek Customer

The Meek Customer will avoid submitting a complaint because he or she doesn't want to be a pain or believes you don't care.

What is a high risk complaint? ›

A high-risk complaint is, generally speaking, 1. any complaint that alleges discrimination or another legal violation, and 2.

What are common reasons for customer complaints? ›

Common Reasons Behind Customer Complaints
  • Substandard Products. ...
  • Hidden Fees & Information. ...
  • Not Keeping Promises. ...
  • Poor Customer Service Experiences. ...
  • Develop Complaint Guidelines. ...
  • Reduce Long Waits on Hold. ...
  • Acknowledge the Mistake. ...
  • Don't Forget to Follow Up.

What are barriers for complaints? ›

Six Complaints Barriers
  • Consumers feel they are headbutting your process wall. ...
  • Staff try to resolve complaints before listening. ...
  • The first point of contact (FPOC) is not empowered. ...
  • With many complaints handed straight to 'specialists', the consumer is passed from department to department.


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