When a company sells a defective product, fails to deliver, refuses a refund, or provides poor service, the Consumer Protection Act, 2019 lets you approach a consumer commission. It is designed to be simple, inexpensive and possible to file online. This guide explains how it works in Mumbai.
Who is a consumer, and what can you complain about
A consumer is anyone who buys goods or hires services for consideration, including online purchases, but not for a commercial purpose (with limited exceptions for self-employment). Common complaints include:
- defective goods: electronics, vehicles, appliances;
- deficiency in service: banks, insurers, airlines, courier and telecom companies, hospitals, coaching institutes, builders;
- unfair trade practices: misleading advertisements, hidden charges, refusal to issue a bill;
- overcharging above the MRP.
Which commission
| Value of goods or services paid | Commission |
|---|---|
| Up to Rs 50 lakh | District Consumer Disputes Redressal Commission |
| Above Rs 50 lakh up to Rs 2 crore | Maharashtra State Commission |
| Above Rs 2 crore | National Commission (NCDRC), New Delhi |
The value is the price paid, not the compensation claimed. Mumbai has District Commissions for Mumbai City and Mumbai Suburban; a complaint can be filed where you live or work, or where the opposite party carries on business.
Time limit and fees
- Limitation: two years from the date the cause of action arose (Section 69). A delay can be condoned only for sufficient cause.
- Fees: nil for claims up to Rs 5 lakh, and modest graded fees above that.
- Online filing: complaints can be filed on the e-Jagriti portal of the consumer commissions, with online fee payment and, in many cases, virtual hearings.
Step by step
- Complain to the company first in writing (email or registered post), giving it a reasonable time to fix the problem. Keep copies of every reply.
- Send a legal notice if there is no resolution. It often brings a settlement and is useful evidence. See legal notices.
- Draft the complaint: your details, the opposite party, facts in date order, the deficiency or defect, the relief claimed (refund, replacement, compensation, costs), and how the complaint is within time and jurisdiction.
- Attach documents: bill or invoice, warranty card, correspondence, photographs, expert reports where relevant, and an affidavit.
- File online or at the commission. After admission, notice goes to the opposite party, who must reply within the time allowed.
- Mediation may be offered if both sides agree.
What the commission can order
Repair or replacement, refund of the price, removal of deficiency in service, compensation for loss and mental agony, discontinuance of an unfair practice, and litigation costs. Orders can be enforced, and non-compliance is punishable.
Frequently asked questions
Do I need a lawyer for a consumer complaint?
No. You can appear yourself. Legal help is useful for drafting, especially in insurance, medical and builder cases where the facts and documents are complex.
Can I complain against an online seller and the platform?
Yes. Both the seller and, in appropriate cases, the e-commerce platform can be made parties; the Consumer Protection (E-Commerce) Rules, 2020 place duties on both.
My insurer rejected my health claim. Is that a consumer case?
Yes. Wrongful repudiation of an insurance claim is a common deficiency-in-service complaint. You may also approach the Insurance Ombudsman.
See also: builder delayed possession, online fraud and legal notices.
Consultations are by appointment. To fix a time, telephone +91 99301 50560 or send a message on WhatsApp.
This guide describes general law and procedure as understood in October 2026. It is not legal advice; confirm current fees and procedure on the e-Jagriti portal before filing.