How to File a Consumer Complaint Against a Brand: A Step-by-Step Legal Guide (India, 2025)

If you've ever felt cheated by a product or service—be it a defective gadget, a misleading advertisement, or poor delivery—you’re not alone. Every day, Indian consumers face issues with brands that fail to meet their promises. What most don’t realize is that filing a consumer complaint is easier and more effective than ever before, thanks to the revamped Consumer Protection Act, 2019 and the launch of e-Daakhil, India’s digital consumer dispute platform.

This guide walks you through the process of how to file a consumer complaint in India against a brand and explains the legal framework protecting consumers.

🧾 What Is a Consumer Complaint?

A consumer complaint is a formal grievance filed against a seller, manufacturer, or service provider for:

• Defective products

• Deficiency in service

• Overcharging

• False or misleading advertisements

• Unfair or restrictive trade practices

⚖️ Legal Framework: Consumer Protection Act, 2019

The law applies to both offline and online purchases, and recognizes digital consumers—including those using food delivery apps, e-commerce platforms, and even social media services.

Key highlights:

• Covers product liability, celebrity/influencer endorsements, and unfair contracts

• Allows filing of complaints at the consumer’s place of residence

• Provides online redressal through e-Daakhil

🛠️ How to file a consumer complaint in India?

Step 1: Try Resolving It Directly

Contact the brand’s customer support and keep records of all emails, calls, and chat logs. Many issues get resolved at this stage.

Step 2: Send a Legal Notice (Optional but Recommended)

A formal legal notice often pushes brands to settle disputes quickly. It sets out:

• The issue

• The legal rights violated

• A reasonable period to respond (usually 15–30 days)

Tip: Apar Law can assist in drafting a legally sound consumer notice.

Step 3: File a Complaint on e-Daakhil

Visit https://edaakhil.nic.in and register.

📝 Documents required:

• Invoice or receipt

• Proof of defect or deficiency (photos, videos, reports)

• Identity proof

• Communication with the brand

• Legal notice (if any)

💰 Fee: The court fee varies based on the claim amount. For example:

• Claims up to ₹5 lakhs: ₹200

• Claims up to ₹10 lakhs: ₹400

Step 4: Appear for Online or Offline Hearings

After filing, you may receive notice of hearings. These are conducted in District, State, or National Consumer Forums depending on your claim value.

🧷 Where to File: Jurisdiction of Forums

Claim Value (Including Compensation)	Forum
Up to ₹50 lakh	District Commission
₹50 lakh to ₹2 crore	State Commission
Above ₹2 crore	National Commission

📌 What Can You Claim as Compensation?

You can claim:

• Refund or replacement of the product

• Compensation for mental agony or harassment

• Litigation costs

• Punitive damages (in exceptional cases)

🧠 Pro Tips for a Strong Complaint

✔️ Keep detailed documentation (emails, bills, photos)✔️ Avoid exaggerated or emotional language—stick to facts✔️ Always check if the product has a warranty or return policy✔️ For online purchases, keep screenshots of listings and chat logs✔️ Use legal assistance for faster and more structured redressal

🔚 Conclusion

As a consumer, you have legal power—and brands are now more accountable than ever. Whether you’ve been sold a faulty laptop, received expired products, or been misled by advertising, you have a right to seek redressal.

At Apar Law, we help individuals and businesses:

• Send legal notices to errant brands

• File digital complaints under the Consumer Protection Act

• Appear before Consumer Forums

• Negotiate settlements or court-enforced compensation