Consumer Complaint

A consumer complaint is a formal or informal expression of dissatisfaction by a customer or consumer who has faced unfair practices, defective goods, or inadequate services. It is governed under the Consumer Protection Act, 2019, which aims to protect consumer rights.

The following can file a consumer complaint:

• An individual who has purchased goods or services for personal use.
• A registered voluntary consumer association.
• Legal heirs or representatives of a deceased consumer.
• A group of consumers with a common interest.

Common reasons include:

• Defective or faulty products.
• Deficiency in services (e.g., poor quality, delays).
• Overcharging or deceptive pricing.
• False or misleading advertisements.
• Unfair trade practices.
• Hazardous goods or services that harm health or safety.

To file a consumer complaint via ezyLegal:

1. Consult with a legal expert on the platform.
2. Provide necessary documents, such as invoices and communications.
3. A lawyer drafts your complaint in accordance with the Consumer Protection Act, 2019.
4. The complaint is filed in the appropriate Consumer Commission based on the claim amount.
5. Regular updates are provided until the judgment is delivered.

When filing a consumer complaint, it’s important to provide as much detail as possible about the issue, including the product or service involved, the date and location of the incident, any relevant documentation or evidence, and the desired resolution.

The remedies include:

• Refund of the purchase amount.
• Replacement or repair of defective goods.
• Compensation for damages or mental agony.
• Rectification of deficient services.
• Removal of hazardous goods from the market.

Consumers have the right to expect fair treatment and prompt resolution of their complaints. Depending on the country, consumers may also have legal rights to refunds, replacements, or compensation for damages or losses resulting from the company’s actions.

The law prescribes that the complaint shall be disposed of as expeditiously as possible, preferably within a period of three to five months of receipt of notice by the party against which the complaint has been filed.

Yes, complaints can be filed against e-commerce platforms under the E-Commerce Rules, 2020, for issues like defective products, delayed deliveries, or misleading advertisements.

• District Consumer Commission: Claims up to ₹50 lakh.
• State Consumer Commission: Claims between ₹50 lakh and ₹2 crore.
• National Consumer Commission: Claims exceeding ₹2 crore.

• District Consumer Commission:
  • Below ₹5 lakh: No fee.
  • ₹5 lakh to ₹10 lakh: ₹200.
  • ₹10 lakh to ₹20 lakh: ₹400.
  • ₹20 lakh to ₹50 lakh: ₹1,000.
• State Consumer Commission:
  • ₹50 lakh to ₹1 crore: ₹2,000.
  • ₹1 crore to ₹2 crore: ₹2,500.
• National Consumer Commission:
  • ₹2 crore to ₹4 crore: ₹3,000.
  • ₹4 crore to ₹6 crore: ₹4,000.
  • ₹6 crore to ₹8 crore: ₹5,000.
  • ₹8 crore to ₹10 crore: ₹6,000.
  • Above ₹10 crore: ₹7,500.

Yes, if the claim amount is below ₹5 lakh in the District Consumer Commission, no fee is required.

If the claim amount exceeds the jurisdiction of a lower court (District or State Commission), you must file the complaint with the appropriate higher court and pay the corresponding fee.

If a person fails to comply with the decision of the State or National Commission following a complaint, they may face imprisonment ranging from one month to a maximum of three years.