A consumer complaint is the usual remedy when a product is defective or a paid service falls short. The Consumer Protection Act, 2019, in force since 20 July 2020, provides a simpler procedure before Consumer Commissions than a civil suit. A consumer court lawyer is not compulsory, and you may argue your own case, but advice on drafting, evidence and the right forum often decides how an insurance, builder or medical case goes.
Who is a consumer and what you can claim
You are a consumer if you buy goods or hire services for consideration, including purchases made online, through teleshopping, direct selling or multi-level marketing. Goods or services obtained for resale or a commercial purpose are excluded, though goods you use to earn a livelihood through self-employment are covered.
The Commission can order the opposite party to remove a defect, replace the goods, refund the price, pay compensation for loss or injury, pay punitive damages in suitable cases, stop an unfair trade practice and pay costs. Claims for harm caused by a defective product can also be made under the product liability provisions in Chapter VI.
Consumer court jurisdiction and where to file
| Commission | Value of goods or services paid for | Appeal lies to |
|---|---|---|
| District Commission | Up to ₹50 lakh | State Commission, within 45 days |
| State Commission | Above ₹50 lakh and up to ₹2 crore | National Commission, within 30 days |
| National Commission | Above ₹2 crore | Supreme Court, within 30 days |
Jurisdiction depends on the consideration actually paid, not on the compensation claimed, a position the Supreme Court reaffirmed in April 2025. A complaint can be filed where the opposite party resides or carries on business, where the cause of action arose, or where you live or work for gain. An appeal from a District Commission requires a deposit of 50% of the amount ordered.
The consumer court in Raipur for claims up to ₹50 lakh is the District Consumer Disputes Redressal Commission, Raipur, and Bilaspur has its own District Commission. The Chhattisgarh State Consumer Disputes Redressal Commission sits in Raipur, hearing larger complaints and appeals from every district.
How a consumer complaint proceeds
- Write to the seller or service provider and keep copies. The National Consumer Helpline (opens in a new tab) (1915) can also take up many grievances first.
- Prepare the complaint with the facts, documents and relief sought, and file it physically or online through the e-Jagriti portal (opens in a new tab), which replaced e-Daakhil in January 2025.
- The Commission decides whether to admit the complaint, ordinarily within twenty-one days, and issues notice to the opposite party.
- The opposite party files its reply, and both sides file evidence on affidavit and written arguments. With both sides' consent, the Commission may refer the dispute to mediation.
- The Commission hears arguments and passes its order, which is enforceable like a decree; non-compliance is punishable under Section 72.
The Act asks Commissions to decide complaints within three months where no testing of goods is needed and five months where it is, although many cases take longer.
Common consumer disputes
- Insurance: repudiation or short settlement of health, motor, life and property claims.
- Builders: delayed possession, defects and refunds for flats and plots, which can be brought before the Commission even where the project is registered under RERA.
- Banking and telecom: wrongful charges, unauthorised debits, loan-account errors and billing disputes.
- E-commerce: defective or undelivered goods and refund disputes with sellers and platforms, also governed by the Consumer Protection (E-Commerce) Rules, 2020.
- Medical services: negligence or deficiency in treatment by doctors and hospitals that charge for their services.
- Vehicles and appliances: manufacturing defects and refusal to honour warranties.
Complaints about unfair trade practices or misleading advertisements affecting consumers as a class can also go to the Central Consumer Protection Authority (Section 10). Our article on consumer rights under the 2019 Act sets out the wider framework, and builder disputes are also covered on our property disputes page.
Bring the bill or policy, the correspondence, photographs or reports of the defect, and proof of every payment when you meet the firm.
What the practice handles
- Drafting and filing consumer complaints, including on e-Jagriti
- Insurance claim repudiation cases
- Builder delay, defect and refund cases
- Banking, finance and telecom service disputes
- E-commerce and product defect complaints
- Medical negligence complaints
- Product liability claims
- Defending complaints for manufacturers, sellers and service providers
- Appeals before the State and National Commissions
- Execution of Commission orders
- Mediation and settlement of consumer disputes
Where these matters are heard
- District Consumer Disputes Redressal Commissions at Raipur and Bilaspur
- Chhattisgarh State Consumer Disputes Redressal Commission, Raipur
- National Consumer Disputes Redressal Commission, New Delhi
- Central Consumer Protection Authority
- Supreme Court of India, in appeal
Questions about Consumer Disputes
How do I file a consumer complaint online?
Consumer complaints can be filed online through the e-Jagriti portal (e-jagriti.gov.in), which replaced e-Daakhil in January 2025. You register, enter the details of the parties and the dispute, upload the complaint and supporting documents, and pay the applicable fee, if any. The Commission then considers admission and issues notice. Complaints can still be filed physically at the Commission's office.
What is the limit of the District Consumer Commission?
Under the 2021 Rules, a District Commission hears complaints where the value of goods or services paid for is up to ₹50 lakh. The State Commission hears those above ₹50 lakh and up to ₹2 crore, and the National Commission those above ₹2 crore. The value is measured by the consideration paid, not the compensation claimed, as the Supreme Court reaffirmed in April 2025.
Where is the consumer court in Raipur?
Raipur has a District Consumer Disputes Redressal Commission for complaints up to ₹50 lakh, and the Chhattisgarh State Consumer Disputes Redressal Commission also sits in Raipur for larger claims and appeals. Bilaspur has its own District Commission. You may file where you live or work for gain, where the opposite party carries on business, or where the cause of action arose.
What is the time limit for filing a consumer complaint?
Section 69 of the Consumer Protection Act, 2019 requires a complaint to be filed within two years from the date on which the cause of action arose. A later complaint can be admitted only if the Commission is satisfied that there was sufficient cause for the delay and records its reasons. The reasons for any delay should be set out with supporting facts.
Do I need a lawyer for consumer court?
No. The Act allows you to file and argue your own complaint, and many consumers do. Legal advice helps where the facts are disputed, where technical or medical evidence is needed, as in negligence cases, or where the opposite party is an insurer or builder relying on detailed contract terms and exclusion clauses.
Can I go to consumer court against a builder if the project is under RERA?
Yes. The Supreme Court has held that the remedies under the Consumer Protection Act and under RERA are concurrent, so a flat buyer may choose either forum. The same relief should not be pursued in both at once. The choice depends on the relief you want and the amount paid, which also decides which Consumer Commission hears the case.
How are appeals filed against a Consumer Commission order?
An appeal from a District Commission order goes to the State Commission within 45 days, and the appellant must deposit 50% of the amount ordered. An appeal from a State Commission order in its original jurisdiction goes to the National Commission within 30 days, and from a National Commission order in its original jurisdiction to the Supreme Court within 30 days. Delay can be condoned for sufficient cause.
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This page describes the law in general terms as of 24 September 2026. It is not legal advice. The outcome of any matter depends on its facts, and the firm does not guarantee results.
