The Consumer Disputes Redressal Commission, also known as Consumer Court, is a quasi judicial body to protect the consumer rights under the Consumer Protection Act, 1986 and (amendment 2019). Any consumer can file an appeal to the consumer commission for the violation of their consumer rights by any company, seller, or service provider in India.
Consumer Commission Structure
India has a three-tier consumer dispute redressal system:
- District Commission: Handles cases with compensation claims up to ₹1 Crore.
- State Commission: Handles cases with compensation claims between ₹1 Crore and ₹10 Crore.
- National Commission (NCDRC): Handles cases with compensation claims above ₹10 Crore and appeals from State Commissions.
Please note that the National Consumer Disputes Redressal Commission (NCDRC) is the apex body for consumer grievance redressal, dealing with disputes involving compensation exceeding ₹10 Crore. However, it also holds appellate and revisional jurisdiction over orders passed by State and District Commissions.
Registering a Consumer Complaint
-
National Consumer Helpline (NCH): Start by registering an informal consumer complaint with the National Consumer Helpline of the Department of Consumer Affairs via the toll-free number 1800-11-4000 or 14404. You can complain about all consumer disputes including financial fraud, product quality issues, and service deficiencies.
-
Consumer Court (E-DAAKHIL): If not satisfied with resolution from NCH or want to file a formal consumer complaint to district, state, or national consumer court, use the online portal E-DAAKHIL. It has a user-friendly interface for consumers and advocates to file and track cases.
-
CONFONET: From this integrated portal, you can connect all consumer commissions, track case status and access judgments.
File an Online Complaint on E-DAAKHIL
Follow these steps to file your case online:
-
Registration: Create an account on E-DAAKHIL (edaakhil.nic.in) as a complainant or advocate for eFiling.
-
Login and File a New Case: Choose “Consumer Case CC” under the “File New Case” section.
-
Fill the Form: Provide all necessary information, including details of the complaint, the opposite party, and the amount claimed.
-
Select Commission: Based on the claim amount, select the appropriate commission (District, State, or National).
-
Complete the Complaint Form: Fill in all details regarding the case, including a summary and any supporting documents.
-
Finalize and Submit: Preview your application, enter the Consumer Helpline Number (if registered), and pay the required fee online.
-
Track Your Case: Note down the reference/case number to track the progress of your case through the portal.
You can also download the consumer complaint form to submit your appeal to registrar at respective district or state consumer commission by visiting in person.
If you have complaints about any technical issues while filing your case, send an email with your queries and suggestions to – e-daakhil@nic.in (E-DAAKHIL Support Desk).
Before filing an appeal to the consumer forum, these are the minimum particulates that should be in any invoice, cash memo, bill, or receipt for any goods and service that you have bought or paid:
- Seller: The name and address of the seller
- Invoice/Bill Details: Consecutive serial number (max 16 characters, can be letters/numbers/symbols), Date of issue
- Customer/Consumer: Name of the consumer
- Goods/Services: Description, Quantity (for goods), and Shipping address (if applicable)
- Pricing and Taxes: Taxable value, Discounts (if any), and Tax rate
- Seller Authorization: Signature of the seller or authorized person
- Customer Support (Optional): Customer care number, Email ID
- Total Price: Single figure total price and Breakup of all charges (including taxes, delivery fees, postage and handling charges, etc.)
The bill or invoice can be in physical or electronic form. Always remember that the serial number on the bill should not be removed, altered, replaced, or crushed in any form.
Applicable Fees
The Consumer Protection Act, 2019 specifies the fees payable to commission based on the value of goods/services claimed:
1. District Commission:
| S.N. | Value of Goods & Service | Fee Payable |
|---|---|---|
| 1 | Up to ₹5,00,000 (Five Lakh) | Nil |
| 2 | Above ₹5,00,000 and up to ₹10,00,000 | ₹200 |
| 3 | Above ₹10,00,000 and up to ₹20,00,000 | ₹400 |
| 4 | Above ₹20,00,000 and up to ₹50,00,000 | ₹1000 |
| 5 | Above ₹50,00,000 and up to ₹1,00,00,000 (1 Crore) | ₹2000 |
2. State Commission:
| S.N. | Value of Goods & Service | Fee Payable |
|---|---|---|
| 6 | Above ₹1,00,00,000 and up to ₹2,00,00,000 | ₹2500 |
| 7 | Above ₹2,00,00,000 and up to ₹4,00,00,000 | ₹3000 |
| 8 | Above ₹4,00,00,000 and up to ₹6,00,00,000 | ₹4000 |
| 9 | Above ₹6,00,00,000 and up to ₹8,00,00,000 | ₹5000 |
| 10 | Above ₹8,00,00,000 and up to ₹10,00,00,000 | ₹6000 |
3. National Commission:
| S.N. | Value of Goods & Service | Fee Payable |
|---|---|---|
| 11 | Above ₹10,00,00,000 (Ten crores) | ₹7500 |
Note: You can track your case status and next hearing date by sending an SMS to 7738299899 in the format “
CONFONET StateID/DistrictID/CaseNumber”. Alternatively, call 011-24300661 to get case information through the CONFONET NCDRC IVRS system.
Appeals
If dissatisfied with the District or State Commission’s order, you can file an appeal with the State or National Commission, respectively, within 30 days of the order. By following similar steps as filing a complaint through E-DAAKHIL, you can appeal online to the higher consumer courts by re-submitting your case with case ID.
Time Limit to file an Appeal after final order:
- Against the order of the District Commission before the State Commission: Within 30 days
- Against the order of the State Commission before the National Commission: Within 30 days
Download the physical Application Form to file an appeal to State and National Consumer Commission: First Appeal Form | Revised Petition Form
Tips: You can complain about all the public utility services as defined under the Consumer Protection Act, 2019:
- The transport services for passengers and goods – air, road, or waterways.
- The postal, telephone, broadband, airfiber, or telecom services.
- Supply of power, light/electricity, water, fuel (LPG/Petro/Diesel or other), or natural gas to the public by any establishments.
- Insurance services
- Service connection with working of any major port or docket.
For any additional help from National Consumer Disputes Redressal Commission, you may contact at:
- PBX No: 01124608801, 01124608802
- Fax No: 01124651505, 01124658505
- Email: ncdrc@nic.in
- Address: Upbhokta Nyay Bhawan, ‘F’ Block, GPO Complex, INA, New Delhi- 110023.
To know more, read this article: Filing a Consumer Complaint to National Consumer Commission (NCDRC) through E-DAAKHIL
Still, have a question? 
Ask by replying to us. 
We will help you to resolve it.