25 Steps to Filing a Complaint Under Consumer Protection Law

Step 1–5: Getting Ready to Lodge a Complaint

Identify the Problem

State the problem, for example, a faulty product, misleading advertisement, or overcharging.

Check Your Eligibility

Determine whether you are a consumer according to the law that applies, for instance, someone who bought goods or services for personal use.

Know Your Consumer Rights

Learn about rights such as the right to safety, information, redress, and fair treatment.

Also read:

Read the Warranty or Guarantee

Check the warranty terms of the product or service to see if the problem is covered.

Contact the Seller or Service Provider

Try to resolve the problem directly with the business through customer service or a formal complaint.

Step 6–10: Collecting Documentation

Collect Proof of Purchase

Gather receipts, invoices, or contracts showing the date, price, and details of the transaction.

Document the Problem

Take photos, videos, or notes as evidence of the defect, damage, or unfair treatment.

Save Communication Records

Maintain printed or digital copies of all e-mails, messages, or letters sent to and received from the seller or service provider.

Seek Expert Opinion (If Applicable)

Seek professional analysis if the issue is technical or safety related, like malfunctioning products.

Check the Statute of Limitations

Find out the limitation period to make a complaint that usually is two years from the date of incident.

Step 11–15: Alternative Redress Mechanisms

Check out the Seller’s Policies

Check refund, replacement, or grievance redressal policies offered by the seller or service provider.

Reach out to a Consumer Helpline

Get advice from government or non-governmental consumer helplines about what to do next.

File a Complaint with the Business

Write a complaint letter to the seller or company’s grievance cell along with all proofs.

Try Mediation

Use mediation services of some consumer organizations to try to settle the case.

Consider Litigation

If the problem persists, decide if legal action is required.

Step 16–20: Preparing the Legal Complaint

Determine the Jurisdiction

File your complaint at the appropriate consumer forum depending upon the value of goods or services:

District Forum: Up to ₹1 crore (India) or equivalent.

State Commission: ₹1 crore–₹10 crore.

National Commission: Above ₹10 crore.

Prepare the Complaint

Mention

Consumer details: name, address, contact details.

Seller/service provider details.

Issue description.

Relief sought: refund, replacement, compensation.

Attach Supporting Documents

Include copies of receipts, contracts, communication records, and evidence of the issue.

Calculate the Value of Claim

Determine the monetary compensation you are seeking, including losses, damages, or legal costs.

Prepare the Affidavit

Sign an affidavit affirming the accuracy of your complaint and the attached documents.

Step 21–25: Filing and Following Up

File the Complaint

Submit the complaint and supporting documents at the relevant consumer forum or online portal, if available.

Pay the Filing Fee

Pay the amount stipulated depending on the value of your claim.

Notice to the Opposing Party

Let the seller/service provider be legally served with the complaint.

Appearance at Hearings

Be present when your case is presented and where the opposing party argues against you.

Follow up the Resolution

Monitor how the forum makes a decision on the case and that the judgment is carried out. In case you are not satisfied, you can appeal in a higher forum

Conclusion

Filing a consumer complaint is an easy yet organized procedure. Through these steps, you can conduct an effective process of redress to your grievance. For more complicated cases or for higher amounts, referring to a legal expert or a consumer rights advocate is advisable.

General Understanding