Whether it's a delayed flat, a defective appliance, or a rejected insurance claim, the Consumer Protection Act, 2019 gives you a path — the question most people get stuck on first is where to file.

Which Commission handles your complaint

Jurisdiction is based on the value of the goods or services paid for, plus compensation claimed:

Documents to keep ready

• Invoice, receipt, or booking confirmation
• Warranty card or service agreement, if any
• Written correspondence with the seller or service provider — emails, letters, chat records
• Photographs or evidence of the defect or deficiency
• Any prior legal notice sent, and proof of delivery

Step by step

1. Attempt resolution directly with the seller or service provider — many Commissions expect this first step to be shown.
2. Send a legal notice, setting out the grievance and what resolution is sought — this alone resolves a meaningful share of disputes.
3. File the complaint before the appropriate Commission, with a statement of facts, relief sought, and supporting documents.
4. Notice to the opposite party, who is given a chance to respond.
5. Hearing and evidence, generally simpler and faster than a regular civil suit.
6. Order — which can direct refund, replacement, compensation, and costs.

Timing matters

A complaint generally needs to be filed within two years of the cause of action — for example, the date a defect was discovered, or the date possession was promised and not delivered. Delay can sometimes be condoned for sufficient reason, but it's not something to plan around.

This article explains the general process under the Consumer Protection Act, 2019 and does not address the facts of a specific complaint.