Consumer Complaints

Consumer complaints are formal expressions of dissatisfaction made by customers regarding a product or service they have purchased or used. These complaints can be made directly to the company providing the product or service, or to a regulatory body that oversees the industry.Consumer complaints can arise from a variety of issues, such as poor quality, defects, billing errors, delayed delivery, or poor customer service. They can have serious consequences for the company, such as damage to reputation, loss of business, legal action, and financial penalties.
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Overview of Consumer Complaints

A customer is God. A Consumer Protection Act introduced to protect the consumer. A consumer complaint can be filed by one or more consumers, any registered voluntary consumer association, the Central or State Government, heirs or legal representatives of the consumer. Where the consumer is a minor, the complaint can be filed by his parent or legal guardian.

Advantages of Consumer Complaints

Educate consumers about their basic rights Most consumers do not know about their rights. The Consumer Protect Act educates them and secures their rights and interests.
Economic growth Consumer protection contributes to dynamic and effective markets for businesses to grow.
Sovereignty Consumer sovereignty in the choice of goods is guaranteed.
Redressal The redressal machinery is available within easy reach to the consumers

Registration Process

 Complaint filed in District Level:

  1. A consumer complaint shall be made in writing to a District Forum. The complaint can be written on a plain paper and filed by the consumer himself or through an authorized agent.
  2. The complaint should be notarized through a registered or regular post. It should be filed within 2 years of the date on which the dispute arose. The complainant is required to file four copies of the complaint and additional copies for each opposite party.
  3. The consumer complaint shall include the details of the complainant and the opposite party along with the particulars of the dispute and the relief to be sought. Also, copies of relevant documents required to prove the claim mentioned in the complaint shall be attached to the complaint.
  4. It is not necessary to approach an advocate to file a consumer complain
  5. The fee shall be paid in demand draft to the President, Consumer Disputes Redressal Forum, (name of) district

Compliant filed in State Commission:

  1. A consumer complaint in State Forum can be filed if the value of goods or services exceeds Rs 1 Crore but less than Rs 10 Crore. One can also file an appeal in the State Commission against the order of the District Forum within a period of 45 days from the date of order.
  2. The application shall accompany the requisite fee in the form of demand draft payable to the Registrar, (name of) State Commission in the respective state
  3. To file an appeal in the State Commission, the complainant should attach the following documents along with the complaint
  4. Documents of record constituting correct names and addresses of all the parties.
  5. A certified copy of the order of the District Forum against which an appeal is to be filed.

III. There should be more than four additional copies of the appeal for each respondent.

  1.  Any order of conditional delay, interim order or other petitions accompanied by an affidavit.
  2.  Opposite parties or the appellant is required to pay a statutory deposit of Rs 25,000 or 50 per cent of the amount claimed, whichever is less.

Complaint filed in National Commission:

  1. Consumer complaint cases with value more than Rs 10 Crore should be directly filed in the National Consumer Disputed Redressal Commission. A consumer aggrieved by the order of the State Commission can also file an appeal in the National Commission. The appeal should be filed within 30 days from the date of the order passed by the State Commission.
  2. The fee for approaching National Consumer Disputes Redressal Commission is Rs. 5000 which is payable as demand draft in the name of the Registrar, National Consumer Disputes Redressal Commission.
  3. An appeal against the order of the National Commission can be filed in the Supreme Court within one month from the date of order passed by the National Commission.

Required Documents

A complaint shall be instituted in a District Commission within the local limits of whose jurisdiction the:

Place of business or residence of opposite parties, or

Place of business or residence of complainant, or

where the cause of action, wholly or in part, arises

FAQ's Consumer Complaints :-

The Consumer Protection Act 2019 was notified on August 9th 2019. However, it came into effect from July 20th 2020
A person who buys any goods or services for a consideration, which has been paid or promised or partly paid and partly promised, or under any system of deferred payment also includes the user with approval of such goods or beneficiary of services.
Consumer is having the following six consumer rights under the Act Right to Safety Right to be Informed Right to Choose Right to be heard Right to seek Redressal Right to Consumer Awareness
These are quasi-judicial bodies established under the Act to provide simple, speedy and inexpensive redressal to the grievances of the consumers. These have been established at three levels: District, State and National known as: District Consumer Disputes Redressal Commission or District Commission State Consumer Disputes Redressal Commission or State Commission National Consumer Disputes Redressal Commission or National Commission
A complaint shall be instituted in a District Commission within the local limits of whose jurisdiction the: Place of business or residence of opposite parties, or Place of business or residence of complainant, or where the cause of action, wholly or in part, arises

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