Consumer Rights
The Consumer Protection Act, 2019 gives you strong, fast remedies against faulty products, poor service, unfair trade practices, and e-commerce fraud — including the right to file a complaint from home, online, without a lawyer.
Six consumer rights (Sec. 2(9))
Safety, information, choice, being heard, redressal, and consumer education — the foundation of every complaint you can file.
File from where YOU live
You can file in the consumer commission nearest to where you live or work — not just where the seller is based — and represent yourself.
E-commerce is directly accountable
The E-Commerce Rules, 2020 make online marketplaces and sellers liable for defective products, fake reviews, and unfair 'dark pattern' practices.
Group complaints allowed
Multiple consumers with the same grievance (e.g. against a builder or airline) can file one joint complaint.
What actually happens, and what to do
Click a scenario to see the law, the exact steps, and who to call.
01
I bought a faulty product and the seller won't refund or replace it
The item is defective, doesn't match what was advertised, or broke down well before it should have.
'Defect' (Sec. 2(11)) and 'unfair trade practice' (Sec. 2(47)) both apply here — you're entitled to replacement, repair, refund, or compensation, decided by the District, State, or National Consumer Commission depending on the claim value.
- Send a written complaint to the seller/manufacturer first (email or registered post) and keep proof of purchase.
- If unresolved in a reasonable time, call the National Consumer Helpline (1915 / 1800-11-4000) or file directly at e-daakhil.nic.in — no lawyer required.
- Claims up to ₹50 lakh go to the District Consumer Commission; ₹50 lakh–2 crore to the State Commission; above ₹2 crore to the National Commission.
- Attach bills, the warranty card, photos/video of the defect, and all communication with the seller.
National Consumer Helpline
First stop for any consumer complaint.
e-Daakhil
Official portal to file your case with the Consumer Commission online.
02
An e-commerce site sold a fake product or won't process my refund
Wrong item, counterfeit product, or a refund that's been 'processing' for weeks.
The E-Commerce Rules, 2020 hold the marketplace — not just the individual seller — accountable, require a Grievance Officer to be appointed, and ban manipulative 'dark patterns' and fake reviews.
- Raise it with the platform's own Grievance Officer/customer care first — acknowledgment is required within 48 hours and resolution within 1 month under the Rules.
- If unresolved, escalate to the National Consumer Helpline (call 1915 or use the NCH/UMANG app) or file on e-daakhil.nic.in.
03
My flight was cancelled or delayed with no compensation
Airlines have specific obligations on top of your general consumer rights.
DGCA's Civil Aviation Requirements mandate compensation or a refund for cancellations/denied boarding depending on the notice given, plus care (meals, hotel) during long delays.
- File a written complaint with the airline first.
- If unresolved, escalate to AirSewa (the government's air travel grievance portal) or file a consumer complaint for deficiency in service.
AirSewa
Government portal for air travel grievances.
04
A builder or company used misleading advertising
False claims, misleading pricing, or hoarding for profiteering.
'Unfair trade practice' under Sec. 2(47) covers false representation and misleading ads. The Central Consumer Protection Authority (CCPA) can independently investigate and penalize this — even without an individual complaint.
- Complain to the CCPA via the National Consumer Helpline, in addition to (or instead of) an individual consumer commission case, for systemic issues like misleading advertising.
05
I want to actually file a consumer complaint — the real process
Most people never file because they assume it needs a lawyer and a court visit — it doesn't.
The Consumer Protection Act, 2019 created a fully online filing route (e-Daakhil) alongside the traditional in-person one, and complaints go to the District, State or National Commission depending on the value of your claim — you file yourself, no advocate required.
- Call the National Consumer Helpline (1915) first — many complaints get resolved here through mediation before you need to file formally.
- If unresolved, file online at e-daakhil.nic.in: register, select your state/district commission, upload evidence (bills, screenshots, correspondence), and pay the modest filing fee (waived or minimal for small claims).
- Alternatively file in person at your District Consumer Disputes Redressal Commission — bring copies of all evidence.
- Track your case status directly on the e-Daakhil portal once filed.
National Consumer Helpline
First call for any consumer issue — often resolves it without formal filing.
06
I was overcharged above MRP, or sold an expired/mislabelled packaged product
Selling above the printed Maximum Retail Price, or without proper labelling, is a specific, separate offence from general consumer disputes.
The Legal Metrology Act, 2009 and its Packaged Commodities Rules require accurate MRP, manufacturing/expiry dates, and net quantity on every pre-packaged product — selling above MRP or with a tampered/missing date is a punishable offence, enforced by the state's Legal Metrology / Weights & Measures Department, separate from a consumer commission complaint.
- Keep the bill and a photo of the product's printed MRP/date alongside what you were actually charged.
- Complain to your state's Legal Metrology / Consumer Affairs Department (search "[your state] Legal Metrology department") — this can act on the labelling/MRP violation directly.
- You can also raise this as a standard consumer complaint via the National Consumer Helpline (1915) for a refund of the overcharge.
The legal basis, in plain terms
Key provisions that apply here
The six basic consumer rights — safety, information, choice, being heard, redressal, education.
Three-tier commissions — District, State, National — based on the value of your claim.
Marketplace accountability, grievance officer mandate, ban on dark patterns.
Can independently investigate and penalize unfair trade practices and misleading ads.
Definition of 'unfair trade practice' — false representation, misleading ads, profiteering.
Court rulings that shaped this right
The precedents behind the plain-language explanations above.
Quick answers
Do I need a lawyer to file a consumer complaint?
Where do I file — my city or the seller's city?
Is there a time limit to file a complaint?
What can I actually get — just a refund?
Can I file a consumer complaint against a government service?
What if the seller is based outside India (an overseas e-commerce site)?
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Ask AdhikarThis page explains general Indian law for information purposes and is not legal advice. Laws, portal names, fees and helpline numbers change — please verify current details on the official government website linked above before taking action, and consult a qualified advocate for advice on your specific case.