If a seller, builder, e-commerce platform, bank, hospital, or service provider has cheated you, sold you defective goods, or given you deficient service, you no longer have to stand in court queues to seek redress. The Consumer Protection Act, 2019 (which replaced the older 1986 Act) lets you file a consumer complaint entirely online through the government’s e-Daakhil portal. This guide explains who can file, where to file, the exact filing steps, documents, fees, the time limit, and the reliefs you can claim.

e-Daakhil and e-Jagriti: which portal is current?

e-Daakhil was launched in September 2020 by the National Consumer Disputes Redressal Commission (NCDRC) as the online filing portal under the 2019 Act. On 1 January 2025, the Ministry of Consumer Affairs launched e-Jagriti (e-jagriti.gov.in), which unifies four legacy systems — e-Daakhil, the Online Case Monitoring System (OCMS), the NCDRC Case Management System, and CONFONET — into a single AI-enabled, paperless platform. In practice, e-Daakhil (edaakhil.nic.in) remains the well-known entry point for filing, and existing e-Daakhil/CONFONET cases have been migrated to e-Jagriti. The filing process below is the same on both. Always start from the official link on the Department of Consumer Affairs website to avoid look-alike sites.

Who can file a consumer complaint?

A “consumer” is anyone who buys goods or hires services for a consideration (paid or promised), but not someone who buys for commercial resale. You can file if you face:

Defective goods or deficient services
Unfair or restrictive trade practices
Overcharging above the displayed or MRP price
Hazardous goods or services
Misleading advertisements

A complaint may be filed by the affected consumer, their legal heir or representative, a registered consumer association, the Central or State Government, or the Central Consumer Protection Authority (CCPA) — the regulator created under the 2019 Act to act against unfair trade practices and misleading ads on behalf of consumers as a class.

Jurisdiction: where to file

You must file before the correct forum (commission), decided by two tests.

1. Pecuniary jurisdiction (value of the claim)

Under the Consumer Protection (Jurisdiction) Rules notified on 30 December 2021, jurisdiction is based on the value of the consideration paid (not the compensation claimed):

Forum	Value of consideration paid
District Consumer Commission	Up to Rs 50 lakh
State Consumer Commission	Above Rs 50 lakh and up to Rs 2 crore
National Commission (NCDRC)	Above Rs 2 crore

2. Territorial jurisdiction (place)

A complaint can be filed where the opposite party resides or carries on business, or — a key consumer-friendly feature of the 2019 Act — where you, the complainant, reside or personally work. So a Delhi consumer can usually file in Delhi even if the company is elsewhere.

Step-by-step: filing on e-Daakhil / e-Jagriti

Register an account. Go to the official portal and select “Consumer / Complainant” registration. Enter your name, mobile number, email, and address. Verify with the OTP sent to your mobile and email, then set a password.
Send a notice first (recommended). Before filing, serve a written legal notice on the opposite party giving them a chance to resolve the issue. This strengthens your case and is often expected by the commission.
Log in and accept the disclaimer. Sign in and read the “Consumer Disclaimer” before proceeding to file a new complaint.
Enter complainant and respondent details. Add your details and the full name and address of every opposite party (seller, manufacturer, service provider).
Select the right commission. Choose the State and the District/State/National Commission based on the pecuniary and territorial tests above.
Describe the complaint and claim value. State the facts, the deficiency, the date the cause of action arose, the consideration paid, and the relief sought.
Upload documents. Attach the signed complaint, your affidavit, supporting evidence, and an index — in PDF (within the portal’s size limits).
Pay the fee online. Pay the prescribed court fee through the integrated payment gateway.
Review and finalise. Verify all entries, click “Finalise,” and confirm submission with a final OTP. Note the complaint/reference number to track status online.

Need help drafting the complaint, affidavit, or legal notice correctly? Our civil lawyers in Delhi regularly handle consumer matters before Delhi’s District and State Commissions.

Documents you will need

A signed complaint stating facts, cause of action, and relief
An affidavit verifying the complaint
Proof of transaction: invoice, bill, receipt, or payment record
Warranty/guarantee card or service agreement, if any
Copies of correspondence and the legal notice sent
Photographs/expert reports evidencing the defect or deficiency
An index and list of documents

Fees

Filing fees are modest. At the District Commission, the court fee is:

Nil for claims up to Rs 5 lakh
Rs 200 for Rs 5–10 lakh
Rs 400 for Rs 10–20 lakh
Rs 1,000 for Rs 20–50 lakh

Higher slabs apply at the State and National Commissions. Fees are paid online during filing. (Confirm the current fee table on the portal, as slabs may be revised.)

Time limit

Under Section 69 of the Consumer Protection Act, 2019, a complaint must be filed within two years from the date the cause of action arose. A commission may condone a delay only if you show sufficient cause for it in writing, so do not wait.

Reliefs you can claim

Depending on your case, a commission may order the opposite party to:

Repair defects or replace the goods
Refund the price or charges paid
Pay compensation for loss or injury, including for negligence
Discontinue an unfair or restrictive trade practice and not repeat it
Withdraw hazardous goods from sale or stop a misleading advertisement
Pay punitive damages and costs of the proceedings

The Act aims for speedy disposal — commissions endeavour to decide complaints within about three months (or five months where the goods need lab testing). Orders can be appealed to the next higher commission within the prescribed period.

A quick example

You buy an appliance online for Rs 35,000 that arrives defective and the seller refuses a refund. Because the consideration is under Rs 50 lakh, you file before the District Commission, and because you live in Delhi, you can file in Delhi. You serve a notice, register on e-Daakhil, upload the invoice and chat records, pay no fee (claim under Rs 5 lakh), and seek a refund plus compensation.

The 2019 Act and the e-Daakhil/e-Jagriti portal have made consumer justice faster, cheaper, and accessible from home. Getting the jurisdiction, valuation, and pleadings right at the outset still makes a real difference to the outcome. To understand your rights in more detail, see our overview of consumer law.

This is general information, not legal advice. Consult our lawyers for advice on your situation.

How to File a Consumer Complaint Online (e-Daakhil)