Filing a Consumer Complaint Under the 2019 Act

The Consumer Protection Act, 2019 replaced the 1986 Act and brought several long-overdue changes: online filing, mediation as a first step, jurisdiction based on value of goods or services, and a new category of liability covering manufacturers, sellers, and service providers.

Where to file

Jurisdiction depends on the value of goods or services in question:

• District Commission: up to ₹50 lakh

• State Commission: ₹50 lakh to ₹2 crore

• National Commission: above ₹2 crore

The 2019 Act also allows filing where the consumer resides — not just where the seller is based.

How to file

1. Send a written notice to the seller stating the grievance

2. Wait for the response period to expire (typically 15-30 days)

3. File the complaint online via the e-daakhil portal or in person

4. Pay the prescribed fee — modest, often a few hundred rupees

5. Attach proof of purchase, correspondence, and any expert reports

What's new in 2019

• Product liability: manufacturers can be sued for defective goods

• Misleading advertisements are now actionable

• Mediation is offered before adjudication for faster resolution

• E-commerce platforms are explicitly within scope

Consumer law works best as a deterrent — the threat of complaint often resolves issues that the threat of court alone would not.

For most disputes under ₹50 lakh, the process is designed to be navigable without a lawyer, though representation usually improves outcomes. Keep all receipts, screenshots, and email threads from the moment the issue arises.