How to File a Consumer Complaint Online in 2026 — A Consumer Court Guide for Delhi

Under Section 2(7) of the Consumer Protection Act, 2019, a consumer is a person who buys goods or hires or avails of services for consideration paid or promised (including deferred payment), and includes any user or beneficiary with the buyer’s approval. A person who obtains goods for resale or goods or services for any commercial purpose is excluded, but “commercial purpose” does not include goods bought and used exclusively for earning a livelihood by self-employment. The Explanation also makes clear that buying or hiring “includes offline or online transactions through electronic means or by teleshopping or direct selling or multi-level marketing”.

The Supreme Court in Laxmi Engineering Works v. P.S.G. Industrial Institute (1995) explained the self-employment exception: a person who buys an auto-rickshaw or a machine to operate it himself for his livelihood remains a consumer.

A complaint may allege defect in goods, deficiency in service, an unfair trade practice or a restrictive trade practice, an unfair contract (at the State and National levels), overcharging, sale of hazardous goods, or a product liability claim. Common examples are delayed possession of flats, defective vehicles or electronics, refused insurance claims, banking and card disputes, medical negligence, airline and travel cancellations, education and coaching refunds, and e-commerce non-delivery or refund failures.

Medical services rendered for payment are within the Act; the Supreme Court so held in Indian Medical Association v. V.P. Shantha (1995). Builders’ one-sided apartment buyer agreements have been held to constitute an unfair trade practice in Pioneer Urban Land v. Govindan Raghavan (2019).

Value: Under the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021 (G.S.R. 912(E), in force from 30.12.2021), pecuniary jurisdiction is decided by the value of the goods or services paid as consideration — not the compensation claimed. The bare Act on India Code still prints the original limits of ₹1 crore and ₹10 crore; those have been superseded by the 2021 Rules.

Place: A complaint may be filed before the District Commission within whose limits the opposite party resides or carries on business or has a branch office, the cause of action arose wholly or in part, or the complainant resides or personally works for gain (Section 34(2)). This lets a Delhi resident sue an online seller or a builder located elsewhere in Delhi’s District Commission, subject to the value limit.

According to the Government’s release, e-Jagriti was launched on 1 January 2025 and consolidates OCMS, e-Daakhil, the NCDRC case management system and CONFONET into one platform at e-jagriti.gov.in. It offers OTP-based registration, online filing from anywhere (including by NRIs), digital fee payment, virtual hearings and real-time case tracking.

Before filing, it is sensible to send a legal notice to the opposite party and to try the National Consumer Helpline (1915), which often resolves e-commerce and service disputes. These are not mandatory pre-conditions, but a documented demand and refusal strengthens the complaint.

The fee is fixed by Rule 7 of the Consumer Protection (Consumer Disputes Redressal Commissions) Rules, 2020 according to the value of goods or services paid as consideration, and is nil up to ₹5 lakh. It can be paid electronically on e-Jagriti.

A complaint must be filed within two years from the date on which the cause of action arose (Section 69(1)). A delayed complaint may be entertained only if the Commission is satisfied that there was sufficient cause and records its reasons (Section 69(2)). Continuing causes of action — such as a builder’s continued failure to deliver possession — are treated on their own facts.

The Commission decides whether to admit the complaint, ordinarily within 21 days; if it does not decide within that period, the complaint is deemed admitted (Section 36). It may refer the parties to mediation at the first hearing or later if there are elements of settlement (Section 37). Notice issues to the opposite party to file its version, and the Commission endeavours to decide the complaint within three months of notice, or five months where testing of goods is required (Section 38(7)).

The Commission can order replacement, refund with interest, compensation, removal of defects, discontinuance of unfair practices and costs. An appeal against a District Commission order lies to the State Commission within 45 days; an appellant required to pay must deposit 50% of that amount (Section 41).