You can file a consumer complaint online in Delhi on the e-Jagriti portal, which replaced e-Daakhil from 1 January 2025. You register, upload the complaint and documents, pay the fee if any, and the Consumer Commission takes up the case. No court visit is needed to file.
This guide covers who can file, which commission to choose, fees, documents, the online steps, timelines and appeals.
Key takeaways
- Complaints are filed online on e-Jagriti under the Consumer Protection Act, 2019.
- You can file where you live or work, not only where the seller is located.
- There is no fee for claims up to ₹5 lakh.
- File within two years of the cause of action.
- Try the National Consumer Helpline (1915) first for a quick settlement.
In this guide
- Who can file a consumer complaint?
- Which consumer commission in Delhi?
- How to file a consumer complaint online in Delhi: step by step
- Fees and documents
- Timeline of a consumer case
- Mediation and quick settlement
- Common mistakes to avoid
- How a consumer complaint lawyer in Delhi helps
- Frequently asked questions
Who can file a consumer complaint?
A “consumer” is a person who buys goods or hires services for payment, for personal use. Online purchases are fully covered. Goods bought for resale or a large commercial purpose are excluded, but self-employment use is allowed.
- Defective goods, such as a faulty phone, car or appliance.
- Deficient services, such as banking, insurance, travel, telecom, builders or hospitals.
- Unfair trade practices and misleading advertisements.
- Overcharging above the MRP or hidden charges.
- Refusal to refund or replace in e-commerce orders.
Which consumer commission in Delhi?
Jurisdiction depends on the value of the goods or services paid for, not on the compensation you claim.
| Commission | Value of goods or services paid | Where |
|---|---|---|
| District Commission | Up to ₹50 lakh | District consumer commissions across Delhi |
| State Commission | ₹50 lakh to ₹2 crore | Delhi State Consumer Commission, INA |
| National Commission (NCDRC) | Above ₹2 crore | NCDRC, New Delhi |
Under Section 34 of the Act, you can file where the opposite party carries on business, where the cause of action arose, or where you reside or personally work for gain.
How to file a consumer complaint online in Delhi: step by step
- Send a notice to the seller or service provider and keep proof (useful, though not mandatory).
- Register on the e-Jagriti portal with your mobile number and email, and verify by OTP.
- Choose the commission: Delhi, the district, and the type of case.
- Enter details of the parties, the transaction, the defect and the relief claimed.
- Upload the complaint, a supporting affidavit, documents and an index as PDFs.
- Pay the fee online, if applicable, and submit.
- Track scrutiny: the registry may raise objections; cure them within the time given.
- Admission and notice: once admitted, the commission issues notice to the opposite party.
Hearings may be held physically or by video conference, depending on the commission.
Fees and documents
Under the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020, no fee is payable where the value of goods or services is up to ₹5 lakh. Above that, a small fee is payable according to slabs, and it is paid online on the portal.
| Document | Why it is needed |
|---|---|
| Invoice, bill or order confirmation | Proves the purchase and the amount paid |
| Warranty card, policy or agreement | Shows the promised terms |
| Emails, chats and complaint numbers | Show the problem and your attempts to resolve it |
| Photos, job sheets or expert reports | Prove the defect |
| Legal notice and postal proof | Shows the opposite party had a chance to settle |
| ID and address proof | Identity and jurisdiction |
Timeline of a consumer case
| Stage | Time under the Act |
|---|---|
| Admission | Ordinarily within 21 days of filing |
| Written version (reply) | 30 days, extendable by 15 days at most |
| Decision (no testing needed) | Target of 3 months from notice |
| Decision (lab testing needed) | Target of 5 months |
| Appeal to State Commission | Within 45 days, with 50% of the award deposited |
In practice, many cases take longer due to adjournments. In New India Assurance v. Hilli Multipurpose Cold Storage (2020), the Supreme Court held that the 45-day maximum for filing a reply cannot be extended.
Mediation and quick settlement
Under Section 37, the commission can refer the case to mediation with the consent of both sides. Many e-commerce, telecom and banking disputes settle here.
Before filing, you can also register a grievance with the National Consumer Helpline on 1915. Companies often respond quickly to these tickets, and the ticket record is useful evidence if you file later.
Common mistakes to avoid
- Filing in the wrong commission by counting compensation instead of the amount paid.
- Missing the two-year limitation.
- Not uploading a signed affidavit with the complaint.
- Claiming relief without a clear breakup.
- Ignoring registry objections, which delays admission.
How a consumer complaint lawyer in Delhi helps
A consumer complaint lawyer in Delhi can frame the claim, choose the right commission, draft the complaint and affidavit, and handle evidence and arguments. For hospital cases, see our guide on a medical negligence complaint in Delhi.
For advice specific to your situation, you may consult a qualified advocate.
Frequently asked questions
Can I file a consumer complaint online without a lawyer?
Yes. The Consumer Protection Act allows consumers to file and argue their own cases. The e-Jagriti portal is designed for direct filing. A lawyer is useful in complex or high-value cases, especially where expert evidence, cross-examination or legal objections from a large company are expected.
What is the fee for a consumer complaint in Delhi?
No fee is payable when the value of the goods or services is up to ₹5 lakh. For higher values, a small fee is charged according to slabs set under the 2020 Consumer Commission Rules. The fee is paid online on the e-Jagriti portal while filing the complaint.
What is the time limit to file a consumer complaint?
A consumer complaint must be filed within two years from the date on which the cause of action arose, under Section 69 of the Consumer Protection Act, 2019. The commission can accept a late complaint if you show sufficient cause for the delay, but this is at its discretion.
How long does a consumer case take in Delhi?
The Act sets a target of three months from notice, or five months if lab testing is needed. In practice, cases in Delhi commissions often take longer because of adjournments and backlog. Simple e-commerce or refund disputes may settle quickly through mediation or the National Consumer Helpline.
Is a legal notice necessary before a consumer complaint?
No, a legal notice is not mandatory. However, it is useful because it gives the seller a final chance to resolve the issue and creates evidence of your attempt to settle. Many disputes are resolved at the notice stage, saving the time of a full case.
What is e-Jagriti?
e-Jagriti is the online case management portal for consumer commissions in India. From 1 January 2025 it integrated the earlier e-Daakhil filing system and other commission software. It lets consumers file complaints, pay fees, upload documents, track case status and receive orders online.
Conclusion
Filing a consumer complaint online in Delhi is simple once you know the right commission and have your documents ready. File within two years, keep clear proof of payment and defect, and use mediation where possible.
This guide was prepared with reference to the Consumer Protection Act, 2019 and the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 (available on India Code), and the Supreme Court ruling cited above.
Related guides and services
- Consumer Complaint Lawyer in Delhi
- Civil Lawyer in Delhi
- Money Recovery Lawyer in Delhi
- Medical negligence complaint in Delhi
- How to send a legal notice in Delhi
Written and reviewed by Advocate Shubham Mehta
Advocate, Bar Council of Delhi (Enrl. No. D/6398/2021), and head of SRLM Law Associates. He practises before Rohini Courts, other Delhi District Courts, Family Courts, consumer commissions and the Delhi High Court. More about the firm
Speak to SRLM Law Associates
For advice specific to your situation, you may consult a qualified advocate. Advocate Shubham Mehta and the SRLM Law Associates team can be reached at +91 92052 74745 or [email protected]. Chamber: 1310, Lawyer’s Chamber Block, Rohini Courts, Delhi – 110085. Office: 250, Kayan Vihar, Delhi – 110033. Open daily, 9 am – 9 pm. See our Google reviews and directions.
This article is for general information only and is not legal advice.
