There are around 5.45 lakh consumer cases pending in the consumer commission, but these are the ones that were reported. Most cases go unreported in India. Why? Because most consumers don’t know their rights. Let’s discuss some of these consumer rights in India so you can be aware of them and file complaints effectively.
What Are Your Consumer Rights?
Consumer Rights in India has strong laws against fraud, but the problem lies in the lack of awareness of these laws. Under the Consumer Protection Act 2019, Indian consumers have several rights that empower them against unfair trade practices. Just like consumer rights, there are consumer-friendly platforms like Shikayathai that are available to assist you if you’re dealing with fraud. However, not knowing about these platforms makes it challenging for consumers to get justice.
Here Are The Key Consumer Rights In India:
1. Right to Safety
You have the right to be protected from hazardous goods and services. Whether you’re dealing with a faulty home appliance or an unsafe beauty product, you can demand safety standards.
2. Right to Be Informed
Companies must provide accurate information about their products and services, including ingredients, pricing, and safety measures. Misleading advertisements violate this right.
3. Right to Choose
Consumers should have access to a variety of goods and services at competitive prices. Monopolistic practices that limit choices are considered unfair.
4. Right to Be Heard
If you file a complaint, companies and regulatory authorities must acknowledge and address it properly—no more shouting into the void.
5. Right to Seek Redressal
If a product or service causes harm or dissatisfaction, you can seek compensation, replacement, or refund.
6. Right to Consumer Education
Awareness is key. The government and consumer organizations work to educate people about their rights and responsibilities.
How To File An Online Consumer Complaint In India?
Step 1: Try Resolving It with the Company
Before escalating matters, contact the company’s customer service via email or their official complaint portal. Many brands are proactive in resolving issues to maintain their reputation.
- Keep records of emails, chats, and calls.
- Mention order details, complaint specifics, and what resolution you seek.
- If the company remains unresponsive or dismisses your concern, move to the next step.
Step 2: File a Complaint on the National Consumer Helpline (NCH)
The National Consumer Helpline (NCH), run by the Ministry of Consumer Affairs, allows you to register complaints against businesses across sectors:
- Website: consumerhelpline.gov.in/public/
- Toll-Free Number: 1800-11-4000 OR 1915
- WhatsApp: +91-8800001915
After registering, you’ll receive a complaint number for tracking.
Step 3: Use the Consumer Online Resource and Empowerment (CORE) Portal
The CORE platform (consumerhelpline.gov.in/public/) enables online dispute resolution.
- Register and log in.
- Select the company and describe your issue.
- Upload relevant documents (bills, emails, warranty details, etc.).
Step 4: Approach the Consumer Commission (E-Daakhil Portal)
If the issue remains unresolved, you can escalate it to the Consumer Commission via the E-Daakhil portal (www.india.gov.in/e-daakhil-portal). This allows you to file complaints electronically without visiting a consumer court.
Types of Consumer Commissions:
- District Commission: For claims up to Rs. 20 lakh.
- State Commission: For claims between Rs. 20 lakh to 1 crore.
- National Commission: For claims exceeding Rs. 1 crore.
Step 5: Social Media and Public Complaints Forums
Many companies respond swiftly when complaints gain traction on social media.
- Post on X, tagging the brand’s official handle.
- Use platforms like Shikayathai.com to make complaints public.
- Leave honest reviews on platforms like Google Reviews, Trustpilot, and Quora.
Tips for Filing Effective Complaints
➤ Be Clear and Concise
Avoid long rants. Stick to:
- What the issue is
- What you’ve done so far to resolve it
- What resolution you expect
➤ Attach Proofs
Include relevant documents like:
- Purchase invoices
- Warranty details
- Email conversations with customer service
- Screenshots of faulty products
➤ Stay Polite but Firm
A well-written, professional complaint gets better results than an aggressive one. Demand a solution but avoid threats or foul language.
➤ Follow Up
If you don’t get a response in a few days, follow up via email or helpline calls. Usually, your first complaint will go unanswered, so be ready to do this.
➤ Know When to Escalate
If the company fails to respond after multiple attempts, take it to E-Daakhil, NCH, or consumer forums.
Wrapping It Up
Knowing consumer rights in India and using online complaint platforms can help you fight unfair practices well. Received a defective product, troubled with poor service, or fed up with misleading ads? You don’t have to suffer in silence. Speak up and file your complaint the right way. You’ll get the justice you deserve.
