How to File a Consumer Complaint Online in India (e-Jagriti / e-Daakhil Guide)
Got a defective product, an undelivered service, or a seller who won’t respond? You don’t need to hire a lawyer or visit a courtroom to get it sorted. India’s consumer commissions now accept complaints entirely online, and this guide walks through exactly how to file one — which forum to pick, what documents you need, and the step-by-step process on the portal.
Quick Answer: Where Do I File?
Filing goes through e-Jagriti (e-jagriti.gov.in), the government’s consumer complaint portal. In 2026, the earlier e-Daakhil system was integrated into e-Jagriti, which now handles complaint filing, digital summons, e-payment, virtual hearing links, and case tracking in one place. If you land on an older e-Daakhil link, it will route you to the same underlying system.
Step 1: Check Whether You Qualify as a “Consumer”
Before filing, confirm you actually fall under the Consumer Protection Act, 2019’s definition of a consumer. You qualify if you bought goods or hired a service for consideration (i.e., you paid for it) and for personal use — not for resale or a commercial/business purpose. A shopkeeper who bought 100 defective phones to resell, for instance, cannot file as a consumer; their remedy lies in ordinary commercial litigation instead. Similarly, if a service was given entirely free of cost, with no payment involved, you generally cannot bring a consumer complaint over it.
Step 2: Identify the Right Commission (Pecuniary Jurisdiction)
Consumer disputes in India run through a three-tier system, and which tier you approach depends on the value of the goods or services actually paid as consideration — not the value of the product itself, and not the compensation you’re claiming.
| Commission | Handles Claims Where Consideration Paid Is | Appeals Go To |
|---|---|---|
| District Commission (DCDRC) | Up to ₹50 lakh | State Commission |
| State Commission (SCDRC) | Above ₹50 lakh, up to ₹2 crore | National Commission |
| National Commission (NCDRC) | Above ₹2 crore | Supreme Court of India |
A practical example: if you booked a flat priced at ₹1.2 crore but have paid only ₹40 lakh so far, your case goes to the District Commission, because jurisdiction is based on what you’ve actually paid, not the total agreed price. Filing in the wrong commission gets your case returned for lack of jurisdiction, so it’s worth double-checking this before you submit anything.
Step 3: Confirm the Right Territorial Jurisdiction
Beyond the monetary limit, you also need to file with a commission that has territorial authority over your dispute. You can generally file where:
- the opposite party (seller or service provider) resides or carries on business, or
- the cause of action arose (where the defect or deficiency occurred), or
- you, the complainant, reside or work.
That last option matters — it means you usually don’t have to travel to wherever the seller is based; you can often file close to home.
Step 4: Gather Your Documents
Have these ready before you start the online form, since the portal will ask you to upload them:
- Proof of purchase — invoice, bill, or online order confirmation
- Any correspondence with the seller or service provider (emails, chat messages, prior complaint numbers)
- Evidence of the defect or deficiency — photos, videos, expert or lab reports, warranty documents
- Your identity proof
- An authorisation letter, if an advocate or representative is filing on your behalf
Step 5: Send a Notice First (Recommended)
Before filing, it’s good practice — and in some cases expected — to send the opposite party a written notice stating the defect or deficiency and your intention to approach the consumer commission if it isn’t resolved. This isn’t just a formality: it shows the commission you gave the seller a fair chance to fix things, and it sometimes resolves the issue without a case at all.
Step 6: File Online — The Actual Process
Once you’re ready, filing on e-Jagriti follows these steps:
- Register/log in on e-jagriti.gov.in using your mobile number and email.
- Select the correct commission — District, State, or National — based on the pecuniary jurisdiction you identified in Step 2.
- Fill in the complaint form, including your details, the opposite party’s details, the cause of action with approximate date and place, the facts of the dispute, and the specific relief you’re seeking (refund, replacement, compensation, and so on).
- Upload your supporting documents, including a sworn affidavit verifying that the facts in your complaint are true. A simple typed “verification” at the bottom of the complaint is not the same as an affidavit — the portal has a specific upload slot for it.
- Pay the prescribed fee online, calculated based on the value of your claim.
- Submit the complaint. The portal generates a unique complaint number — save this, since you’ll use it to track your case.
Step 7: Track Your Case and Attend Hearings
Log back into your e-Jagriti account anytime to check your complaint’s status — whether it’s been received, verified, and forwarded to the opposite party. Many hearings are now conducted virtually, so you can often participate without travelling to the commission’s physical office.
What Relief Can You Actually Get?
If your complaint succeeds, the commission can order the opposite party to:
- Refund the price paid
- Replace defective goods
- Remove the defect after testing
- Fix the service deficiency
- Pay compensation for loss, injury, or damages
- Stop an unfair or misleading advertisement, or issue a corrective one
- Withdraw hazardous goods from sale
- Cover your litigation costs
When You Cannot File a Consumer Complaint
A few situations will get your complaint dismissed outright, so it’s worth checking these before you file:
- You bought for resale or business use, not personal use.
- The service was entirely free, with no payment involved.
- The limitation period has expired — generally, you must file within two years of the cause of action.
- The complaint is frivolous — for instance, disliking a product’s colour when it matched exactly what was advertised.
- It’s really an employment dispute — an employee generally cannot use consumer law to challenge wrongful termination.
- The same matter is already pending in another court or forum.
Why File Online Instead of Offline?
Online filing genuinely changes the experience compared to the old paper-based process:
- No travel required — file from home, track everything digitally.
- Faster processing — no queues, no physical file movement between departments.
- Real-time tracking — you always know exactly where your complaint stands.
- Lower cost — no travel or courier expenses for physical filing.
- Virtual hearings — attend proceedings remotely instead of appearing in person every time.
A Faster First Step: The National Consumer Helpline
If you’d rather try resolving things before filing a formal case, you can first raise your grievance with the National Consumer Helpline (call 1915, or use the NCH portal). It forwards your complaint directly to the company involved and often resolves simpler disputes without needing a full commission filing at all — worth trying before you commit to the formal e-Jagriti process, especially for smaller claims.
