A lot of people put up with a defective product or a poor service because they assume complaining to a consumer forum is complicated. Under the Consumer Protection Act, 2019, the process is actually designed to be approachable, and you can often start it yourself.
Check that you qualify
You are a consumer if you bought goods or hired services for consideration and not for resale or commercial use. The Act covers online purchases too, which matters now that so much shopping happens through apps and websites.
The steps in order
- Raise the issue with the seller or service provider first, in writing, and keep a copy.
- If that fails, send a formal notice describing the problem and the relief you want.
- File the complaint before the right commission, based on the value of the claim, attaching your bills, warranty, and correspondence.
Where to file
Complaints up to a fixed value go to the District Commission, larger ones to the State Commission, and the largest to the National Commission. A welcome change in the 2019 Act is that you can often file from where you live, rather than where the seller is based. Mediation is also available as a quicker route.
Keep your paperwork from the day of purchase. A clear paper trail is what turns a genuine grievance into a winnable complaint.