Suppose you buy a phone online, it stops working in two weeks, and the seller refuses a refund. Where do you go next? Many people think the only choice is a long court case. In reality, India has a simple online route for this: the consumer commission, and the portal used to reach it is e-Jagriti. In this article, I explain how to file a consumer complaint online in India, step by step.
What is e-Jagriti?
e-Jagriti is the online platform of the Department of Consumer Affairs for consumer disputes. It was launched on 1st of January 2025. It joined four older systems into one: CONFONET, e-Daakhil, OCMS and the NCDRC case management system (PIB).
This matters because many older blogs still say "file on e-Daakhil". That name is now outdated. If you are reading an old guide, the steps may look familiar, but the portal you should use is e-Jagriti (e-jagriti.gov.in).
The portal is being used a lot. According to a Department of Consumer Affairs statement reported in November 2025, it had over 2.75 lakh registered users and 1,30,550 case filings up to 13 November 2025.
Who is a "consumer" and who can file?
Section 2(7) of the Consumer Protection Act, 2019 defines a consumer. In simple words, you are a consumer if you:
- buy goods for a price that is paid, promised, or partly paid and partly promised (including payment in instalments), or
- hire or use a service for a price in the same way.
Two points are useful to remember:
- A person who buys goods for resale or any commercial purpose is not a consumer. But goods used only to earn a livelihood through self-employment are not treated as "commercial purpose".
- The Act clearly says that buying goods or services includes online transactions, teleshopping, direct selling and multi-level marketing. So online shopping disputes are covered.
Under Section 35, a complaint can be filed by the consumer, a recognised consumer association, "one or more consumers on behalf of many consumers with the same interest", or the Central or State Government or the Central Consumer Protection Authority. Explanation: Under Section 35(1)(c), where numerous consumers have the same interest, one or more consumers can file on behalf of or for the benefit of all such consumers with the permission of the District Commission.
. Under Section 2(5), a legal heir or representative can file if the consumer has died, and a parent or guardian can file for a minor consumer.
Which Commission should you approach?
There are two questions here. First, which level of commission (district, state or national). Second, which place (territorial jurisdiction).
1. Pecuniary jurisdiction (money limit)
The Act originally fixed different limits (₹1 crore for the District Commission and ₹10 crore for the State Commission). These were changed by the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021, notified on 30 December 2021.
Commission | Value of goods or services paid as consideration |
|---|---|
District Commission | Up to ₹50 lakh |
State Commission | Above ₹50 lakh and up to ₹2 crore |
National Commission (NCDRC) | Above ₹2 crore |
The important point is the wording: the limit depends on the value of goods or services paid as consideration, not on the compensation you demand. For example, if you paid ₹30 lakh for a flat but claim ₹60 lakh as compensation, the amount paid is the one that decides the forum.
2. Territorial jurisdiction (place)
Under Section 34(2), a complaint can be filed in the District Commission within whose area:
- the opposite party lives, carries on business, has a branch office or personally works for gain (if there is more than one, the Act gives the rules for this), or
- the cause of action arises, wholly or in part, or
- the complainant lives or personally works for gain.
Further, Under Section 34(2)(b), where there are multiple opposite parties and only one of them resides, carries on business or has a branch office within the territorial jurisdiction, permission of the District Commission is required.
The last option was added by the 2019 Act, and it is very helpful. You do not have to travel to the city where the company sits. Sections 47(4) and 58(2) deal with the State and National Commissions in a similar way.
Documents you need
Before opening the portal, keep these ready as PDF files. The list below follows the filing format given on the NCDRC website:
- Index with running page numbers
- Proforma for filing a consumer complaint
- Synopsis with list of dates and events
- Memo of Parties, with full addresses, mobile numbers and email IDs of both sides (and of the counsel, if any)
- Consumer complaint with a notarised affidavit
- Annexures, such as invoices, payment receipts, emails, chats, photos, warranty cards and agreements
- Any other application, with a notarised affidavit, if you need one
- Vakalatnama (If you hire a Advocate)
A filing guide I read says each PDF should not be more than 10 MB. The portal's limits can change, so please check the instructions on the portal itself.
A small practical tip: arrange your documents in date order and write a short, clear story of what happened. A neat complaint is easier for the Commission to understand.
Step-by-step: how to file on e-Jagriti
- Visit the portal. Go to e-jagriti.gov.in and click Login / Sign Up.
- Register. New users register with a mobile number, email and name, verify through OTP, create a password and choose a role (for example consumer, authorised representative, company or advocate). An ID proof may need to be uploaded in PDF format.
- Log in and start a new case. On your dashboard, click "File New Case" and choose "Consumer Complaint".
- Enter the basic details. These include the amount paid, the amount claimed, the date of cause of action, state, district and the case category.
- Add the parties. Enter details of the complainant and the opposite party. You can add more than one of each if needed.
- Upload your PDFs. Upload the documents listed above.
- Pay the fee online (see the table below). The NCDRC filing format says payment is available on the portal after verification.
- Preview and submit. Check everything once more and submit. Your case should then appear as "Pending" on your dashboard, where you can track it.
The portal screens can change from time to time, so treat these steps as a roadmap and follow the on-screen instructions.
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Filing fee
The fee is fixed by Rule 7(2) of the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020. The table below is from the official Gazette notification dated 17 August 2023 (G.S.R. 606(E)). It also depends on the value of goods or services paid as consideration.
Value paid as consideration | Fee |
|---|---|
Up to ₹5 lakh | Nil |
Above ₹5 lakh and up to ₹10 lakh | ₹200 |
Above ₹10 lakh and up to ₹20 lakh | ₹400 |
Above ₹20 lakh and up to ₹50 lakh | ₹1,000 |
Above ₹50 lakh and up to ₹1 crore | ₹2,000 |
Above ₹1 crore and up to ₹2 crore | ₹2,500 |
Above ₹2 crore and up to ₹4 crore | ₹3,000 |
Above ₹4 crore and up to ₹6 crore | ₹4,000 |
Above ₹6 crore and up to ₹8 crore | ₹5,000 |
Above ₹8 crore and up to ₹10 crore | ₹6,000 |
Above ₹10 crore | ₹7,500 |
So for most everyday disputes, such as a phone, a laptop or a delayed delivery, there is no filing fee.
Time limit (limitation)
Under Section 69(1), the Commission shall not admit a complaint unless it is filed within two years from the date on which the cause of action arose.
Under Section 69(2), a late complaint can still be admitted if the complainant shows sufficient cause for the delay, and the Commission must record its reasons. Please do not depend on this. Commissions do dismiss old complaints. In 2026, for example, the NCDRC dismissed a complaint filed nearly ten years after possession as barred by limitation (LiveLaw report). If you have a problem, file early.
What happens after filing?
- Admissibility. The Commission decides whether to admit the complaint within 21 days. If it does not decide within this time, the complaint is treated as admitted (Section 36). It cannot reject a complaint without hearing the complainant.
- Notice. After admission, the opposite party gets a copy of the complaint and has 30 days to give its version, which can be extended by not more than 15 days (Section 38(3)(a)). The High Courts have held that the Commission cannot extend this beyond the 15 days.
- Hearings. e-Jagriti provides features such as e-notice, document download, video-conference hearing links, online filing of the reply and rejoinder, and SMS or email alerts.
- Mediation. The matter can be sent to mediation if both sides agree (Section 37).
- Decision time. Under Section 38(7), the Commission should try to decide within 3 months of the opposite party receiving the notice, or 5 months if testing of goods is needed. This is a target, not a guarantee, and in practice many cases take longer.
If you are unhappy with the order
Order of | Appeal to | Time limit |
|---|---|---|
District Commission | State Commission (Section 41) | 45 days |
State Commission | National Commission (Section 51) | 30 days |
National Commission (original orders) | Supreme Court (Section 67) | 30 days |
A person who has been ordered to pay money must deposit 50% of that amount to appeal. For appeals to the NCDRC under Section 51, the Supreme Court has held this pre-deposit to be mandatory (Manohar Infrastructure and Constructions Pvt. Ltd. v. Sanjeev Kumar Sharma, 2021). Late appeals can be entertained if sufficient cause is shown.
National Consumer Helpline (1915) versus e-Jagriti
Students often mix these two up, so here is the difference:
- The National Consumer Helpline (NCH) works at the pre-litigation stage. You can call the toll-free number 1915, use WhatsApp or SMS on 8800001915, or use the INGRAM portal at consumerhelpline.gov.in. It forwards your grievance to the company and tries to get it solved without a case. Many companies have joined voluntarily under its Convergence Programme.
- e-Jagriti is for a formal complaint before a Consumer Commission, where a quasi-judicial body hears both sides and passes an order.
A sensible path is to complain to the company first, then try the NCH, and then file on e-Jagriti if the issue is still not solved. Keep proof of every step.
Frequently asked questions
Do I need a lawyer? The Act allows the consumer to file the complaint. e-Jagriti is designed for both consumers and advocates. A lawyer can help with drafting, especially in high-value or complex matters.
Can I file offline? Yes. Section 35 says a complaint may be filed electronically, so physical filing before the Commission is still possible.
Can I file in the city where I live? Yes. Under Section 34(2), you can file where you live or personally work for gain.
Can an NRI file? Yes. The Department of Consumer Affairs has reported that NRIs have registered and filed complaints through e-Jagriti, including from abroad.
Is there any fee for small claims? No fee is payable where the value paid as consideration is up to ₹5 lakh.
Official sources and further reading
- e-Jagriti portal
- Consumer Protection Act, 2019 (India Code)
- PIB press release on the Jurisdiction Rules, 2021
- Gazette notification G.S.R. 606(E), 17 August 2023 (filing fee)
- NCDRC filing format and document list: https://ncdrc.nic.in/images/cc.htm
- PIB document on the e-Jagriti rollout
- National Consumer Helpline
- Lok Sabha reply on the NCH and Section 38(7)
- Telangana High Court order on the time to file the written version under Section 38
- Supreme Court on the 50% pre-deposit under Section 51 (LiveLaw)
- Vikaspedia on the e-Jagriti features
Conclusion
Filing a consumer complaint in India is now much simpler than most people think. Check whether you are a consumer under Section 2(7), pick the right Commission using the value you paid (not the amount you claim), keep your documents ready, and file within two years. For claims up to ₹5 lakh, there is no filing fee at all. The National Consumer Helpline can be a good first step, and e-Jagriti is the place for a formal case.
As a law student, I find this topic a good example of how the law is slowly becoming easier for ordinary people. The law gives the remedy, but a consumer still needs to know the procedure to use it.
Disclaimer: This article is for general information and education only. It is not legal advice, and reading it does not create a lawyer-client relationship. Laws, rules, fees, limits and portal procedures can change, and every case depends on its own facts. LawBrief.in and the author do not take responsibility for any loss or damage arising from the use of or reliance on this article. Please check the latest official sources and consult a qualified advocate before taking any legal action.
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