Last Verified: February 2026 | Next Review: May 2026
Quick Answer: Filing an online consumer complaint in India is a free, digital process via the National Consumer Helpline (NCH) portal. Any consumer who purchased faulty goods or deficient services can apply. Registration takes 10 minutes, requires proof of purchase, and typically yields a company response within 15 to 45 days.
1. Who Needs This & What Is It?
The online consumer grievance mechanism is for any Indian citizen who has been cheated, received defective goods, or experienced poor service from a registered business, e-commerce platform, or service provider. The Government of India operates the National Consumer Helpline (NCH) / INGRAM (Integrated Grievance Redressal Mechanism) portal as a pre-litigation platform to force companies to resolve disputes before citizens have to approach the formal Consumer Courts (Grahak Ayog).
2. Eligibility Criteria
To legally file a complaint under the Consumer Protection Act, 2019, you must meet the following criteria:
You must be a “Consumer”: You must have bought goods or availed services for personal use.
Payment made or promised: You must have paid in full, paid in part, or promised to pay for the item/service.
No commercial resale: Goods purchased strictly for commercial resale or manufacturing do not qualify. (Note: Goods bought for self-employment, like a single sewing machine to earn a livelihood, do qualify).
Within Time Limit: The grievance must be raised within 2 years from the date the defect or issue occurred.
3. Required Documents
Have these exact files ready before starting your session on the portal. Scanned copies or clear photos are acceptable.
Proof of Purchase (Mandatory): Tax Invoice, Cash Memo, or Digital Receipt (Challan/Bill).
Payment Proof (Mandatory): Bank statement showing the transaction, UPI receipt, or credit card statement.
Warranty/Guarantee Card (If applicable): Stamped and dated by the seller.
Documentary Evidence of Defect: Clear photos or short videos of the damaged product.
Proof of Prior Communication: Screenshots of emails, chat logs, or SMS exchanges with the company’s customer care showing they failed to resolve the issue.
Note: The NCH portal accepts document uploads in PDF, JPG, JPEG, and PNG formats. Maximum file size per attachment is generally 5 MB.
4. Fees & Processing Time
Fees for NCH Portal (Pre-Litigation): ₹0 (Completely Free).
Fees for E-Daakhil (Formal Consumer Court): * Claims up to ₹5 Lakh: ₹0 (Free)
Claims ₹5 Lakh to ₹10 Lakh: ₹200
Claims ₹10 Lakh to ₹20 Lakh: ₹400
Claims ₹20 Lakh to ₹50 Lakh: ₹1,000
Processing Timeline: Once filed on INGRAM/NCH, the company is given 15 to 45 days to respond and resolve the issue.
State Variations: The NCH is a central portal, so timelines are uniform across India. However, if escalated to state-level District Commissions via E-Daakhil, hearing dates depend on the specific district’s backlog.
⚠️ UPDATE 2025-26: Under recent Consumer Protection Act guidelines, cases involving claims up to ₹5 Lakhs now require absolutely zero filing fees at the District Commission level to encourage digital filing via E-Daakhil.
5. Online Process (Step-by-Step)
Follow these exact steps to register your grievance on the official INGRAM portal. This process was last verified in February 2026. Portal UI may change — always confirm at the official URL: https://consumerhelpline.gov.in
Step 1: Account Registration
Click on the “Sign In / Sign Up” button at the top right corner.
If you are a new user, click “Sign Up”. Enter your First Name, Last Name, Email, Mobile Number, and create a password.
Verify your account using the OTP sent to your registered mobile number.
Step 2: Initiating the Grievance
Log in using your email/mobile and password.
On the main dashboard, click the prominent blue button labeled “Register Grievance”.
A disclaimer popup will appear stating this is a pre-litigation stage. Click “I Agree”.
Step 3: Filling the Complaint Details
Select Grievance Type: Choose “Grievance” (Do not choose “Query” or “Suggestion”).
Select State & City: Enter the location where the purchase was made.
Select Industry: Choose the correct sector from the dropdown (e.g., E-Commerce, Automobiles, Banking, Telecom).
Select Company: Search for the specific brand or parent company name. If your company is not listed, select “Others” and type the name manually.
Grievance Details: In the text box provided, write a factual, bullet-point summary of your issue. Include the Order ID, Date of Purchase, and exact defect. Do not use emotional or abusive language.
Step 4: Document Upload & Submission
Scroll down to the “Upload Documents” section.
Click “Choose File” and upload your Invoice and Evidence (ensure files are under 5MB).
Click the “Submit” button.
CRITICAL: The screen will generate a unique Grievance Docket Number. Write this down immediately. An SMS confirmation will also be sent to your phone.
6. Offline Process
If you are unable to use the online portal, the government provides official offline/telephonic routes:
National Toll-Free Helpline: Call 1915 or 1800-11-4000 (Available 8:00 AM to 8:00 PM, all days except National Holidays). A government agent will log your complaint into the portal on your behalf and SMS you the Docket Number.
SMS Service: Send an SMS to 8800001915. NCH executives will call you back to register your grievance.
UMANG App: Download the government’s UMANG App, search for “National Consumer Helpline,” and file the complaint via your smartphone.
In-Person (For Formal Cases only): You can visit your local District Consumer Disputes Redressal Commission (often located near the district civil courts) to file a physical petition. You will need 3 copies of your complaint petition and a notarized affidavit.
7. How to Track Your Application
Always track your status online to see the company’s official response.
Without logging in, you can click on “Track Your Grievance” on the homepage.
Enter your Docket Number and your registered Mobile Number.
Click “Submit”.
Understanding Status Meanings:
IN PROCESS: The complaint has been forwarded to the company’s nodal officer.
REMINDER SENT: The 15-day initial deadline passed; NCH has pinged the company again.
DISPOSED: The company has provided a resolution or a final reply. (Check the notes to see if they offered a refund or rejected your claim).
REJECTED: NCH rejected your filing (usually because it lacks an invoice or falls outside consumer jurisdiction, like a property title dispute).
8. Common Errors & Fixes
❌ Error: “File Size Exceeds Maximum Limit” when uploading invoices. ✅ Fix: The portal strictly rejects files over 5MB. Use a free online tool to compress your PDF or lower your camera resolution to upload a JPEG under the limit.
❌ Error: The company name is not appearing in the drop-down menu. ✅ Fix: Ensure you are looking up the legal entity name, not just the brand name (e.g., look for “One97 Communications” instead of “Paytm”). If still missing, select “Others” from the bottom of the list and type it manually.
❌ Error: Session logs out automatically while typing the complaint. ✅ Fix: The NCH portal has a strict 10-minute security timeout. Type your complaint description in Notepad first, then copy-paste it into the portal to avoid session expiry.
❌ Error: Status shows “Disposed” but the company denied my refund. ✅ Fix: “Disposed” only means the company replied to NCH, not that you won. If their reply is unsatisfactory, your next legal step is to file a formal case on the E-Daakhil portal (edaakhil.nic.in).
❌ Error: OTP not arriving during new user registration. ✅ Fix: Telecom delays frequently affect the SMS gateway. Try registering during non-peak hours (early morning before 10 AM) or check your email spam folder, as OTPs are sent to both.
9. Frequently Asked Questions
How much does it cost to file a consumer complaint? Filing a preliminary grievance on the National Consumer Helpline (NCH) portal is completely free. If you escalate to a formal Consumer Commission via E-Daakhil, claims up to ₹5 Lakh are also free. Claims above ₹5 Lakh require a nominal fee starting at ₹200.
What if my complaint is not resolved on the NCH portal? NCH is a pre-litigation platform. If a company ignores the NCH notice or refuses to help, you must escalate the matter by filing a formal legal case through the E-Daakhil portal (edaakhil.nic.in) or your District Consumer Commission.
Can I file a consumer complaint without a bill or invoice? It is extremely difficult. The portal requires a proof of purchase to establish you as a legitimate consumer. Bank statements showing the transaction can sometimes be used as secondary proof, but an invoice or receipt is the legally accepted standard.
What is the time limit to file a consumer complaint in India? Under the Consumer Protection Act, 2019, you must file your formal complaint within two years from the date the cause of action arose (the date the product broke or the service failed).
Can I file a complaint against an online shopping site (e-commerce)? Yes. E-commerce platforms are fully covered. You can file complaints for missing items, fake products, delayed refunds, or refusal to honor return policies. Select “E-Commerce” as the industry category during registration.
Do I need a lawyer for the National Consumer Helpline or E-Daakhil? No. The Consumer Protection Act is designed for common citizens. You do not need an advocate to file a grievance on NCH, nor do you strictly need one to represent yourself in the District Consumer Commission, though you may hire one if the case is complex.
10. Official Helplines & Grievance
Avoid searching for customer care numbers on Google, as many fake numbers exist. Use only official government channels:
National Consumer Helpline (NCH): 1915 or 1800-11-4000
NCH SMS Grievance: 8800001915
Ministry of Consumer Affairs Website: doca.gov.in
Official WhatsApp for NCH: +91-8800001915 (Send “Hi” to start)
Automobile & Vehicle-Related Consumer Complaints (VAHAN/MoRTH) If your consumer grievance involves an automobile dealership (e.g., selling a defective vehicle, RC transfer fraud, or charging illegal RTO handling fees), you must file on NCH but support your case with official vehicle data.
VAHAN Helpdesk (For checking RC/Dealer authenticity):
helpdesk-vahan@gov.in| 0120-2459169MoRTH (Ministry of Road Transport & Highways): You can verify dealer compliance and vehicle fitness status at
parivahan.gov.into use as documentary evidence when uploading your complaint against the automobile dealer on the NCH portal.
AUTHOR BIO Name: Rajesh Kumar | Expertise: Consumer Rights & Digital India Govt Portals | Experience: 8 Years | Verified by: Dept of Consumer Affairs Empaneled Advocacy Group. Rajesh has dedicated his career to demystifying Indian government portals and has directly assisted in resolving hundreds of e-commerce, banking, and telecom disputes for common citizens.
“Information verified from official sources as of February 2026. Portal interfaces change — always confirm at https://consumerhelpline.gov.in before applying.”
