Online Car Complaint Filing in India

Buying a car is an exciting investment, but sometimes the experience turns stressful when hidden defects, misleading promises, or poor service arise. In India, the Consumer Protection Act safeguards your rights and allows you to file complaints against car dealers or manufacturers. This process ensures accountability, fair treatment, and compensation for faulty vehicles or unfair trade practices. This article will provide you with detailed information on how to file a complaint against a car in India.

Reasons to file a complaint against a car in India

Here are the reasons to file a complaint against a car in India:

• Manufacturing Defects & Safety Hazards: If your car has recurring faults, like faulty airbags, engine failure, or brakes that don’t work, it can be dangerous. In Kerala, a Maruti car airbag failed during an accident, so the consumer commission ordered a full refund plus legal costs. These types of defects affect both safety and confidence.
• Repeated Breakdowns & Repair Delays: Vehicles that break down often, or take too long to repair are a common issue. In Kochi, a Tata Magix Iris failed repeatedly, disrupting a taxi driver’s livelihood. The consumer court ordered a refund plus compensation for the mental and financial loss. Timely and quality repairs are not optional, but they're your right.
• Unresolved Engine or Structural Flaws: Even luxury car owners face trouble with unresolved issues. A Delhi man’s Hyundai Verna had continuous engine overheating, and after six failed repair attempts, the consumer forum ordered the engine to be replaced or a cost refund with added compensation. Such persistent problems signal a failure in service or manufacturing quality.
• Misleading Claims & False Advertising: Promises like “32?kmpl mileage” may seem catchy, but failing to match them can be legally challenged. In Thrissur, a Ford Classic owner sued when mileage dropped nearly 40% below advertised values. The court ruled that it was an “unfair trade practice” and ordered fair compensation.
• Faulty Spare Parts or Poor Service: If a service centre fails to deliver quality repairs or delays parts, that counts as service deficiency. In Dharwad, dissatisfaction with an Ola Electric scooter's performance led to a full refund and penalties.
• Vehicle Fire or Overheating: Major defects like spontaneous fire are non-negotiable. A Nexon EV caught fire due to manufacturing issues, prompting a court to order a refund with substantial compensation and interest
• Dealer Fraud & Non-delivery: Some buyers pay in full but never get the vehicle. A Bengaluru customer waited six years without delivery, despite paying EMIs. The consumer forum ordered a full refund, interest, compensation, and litigation costs
• Unavailability of Spare Parts or Support: Delayed availability of parts, even after accidents, can cause major inconvenience. Owners of cars like VW Taigun report long waits without parts, which can justify legal action

Eligibility Criteria to File a Complaint Against a Car

Let us discuss the eligibility criteria to file a complaint against a car:

1. You Must Be a Consumer

Only a genuine consumer who purchased the car for personal use, not resale or commercial purposes, can file a complaint. If the car was bought for family use, any family member or legal heir can also raise the grievance under the Consumer Protection Act 2019.

2. The Issue Must Involve a Deficiency

You’re eligible if the car has manufacturing defects, poor service, misleading advertisements, false promises like exaggerated mileage, or frequent breakdowns despite the warranty. Complaints also cover delays in delivery, unavailability of spare parts, or unfair trade practices by the dealer or manufacturer.

3. File Within Two Years

The law allows complaints to be filed within two years from the date of defect discovery, failed repair, or unsatisfactory response from the dealer. If you have valid reasons for delay, the consumer forum may accept your case with proper justification for late filing.

4. Jurisdiction Should Be Correct

The complaint can be filed in the consumer forum where you reside or work, where the dealer or manufacturer operates, or where the issue occurred, such as the showroom location. This ensures the case is heard by the right authority with proper territorial jurisdiction.

5. Keep Valid Proof Ready

You must provide necessary documents like the purchase invoice, warranty card, service history, written complaints sent to the dealer, photos or videos of the defect, and communication proof. Without proper evidence, the forum cannot process your complaint effectively, so documentation is essential for strong claims.

File a Complaint Against a Car in India

The following details include how to file a complaint against a car in India:

1. Collect All Relevant Evidence

Start by organising everything that supports your case:

• Car purchase invoice, warranty documents, and registration copy
• Repair bills and service records from workshops or dealerships
• Photos or videos showing issues, like engine trouble, part failures, or damage
• Screenshots or chat records from customer support interactions
• Written complaint references or booking numbers, if any

Having clear, well-documented evidence strengthens your case and speeds up resolution.

2. Report Through Proper Channels

Each car brand has its own complaint system, but these general steps apply:

• Contact the official customer support helpline or your local dealership
• File your complaint through email, phone, service portal, or visit in person
• Provide your name, car details (VIN, registration), dealership info, date of purchase, and a concise issue description
• Attach relevant evidence—photos, invoices, communications
• Request a reference number to track your complaint

Most issues are resolved within a few weeks. Keep this number for follow-ups.

3. Follow Up & Escalate If Needed

After reporting, track your complaint’s progress:

• Check online portals or call support using your reference number
• Send polite follow-up emails or calls if there's no update
• Keep records of all interactions and responses

If the problem persists, like unresolved defects, faulty repairs, or unfair billing, you can escalate the issue through ODR (Online Dispute Resolution) with platforms like Online Legal India.

Why Consumers Choose ODR for Car Complaints?

Here are why consumers choose online dispute resolution for car complaints:

1. Faster Resolutions—Avoid Long Court Waits

Traditional consumer court cases can drag on for months or even years. ODR platforms resolve genuine vehicle issues, such as repeated breakdowns, false advertising, or faulty repairs, usually within a few weeks. Speed and ease make it a smart choice for busy car owners.

2. Fully Online—No Dealership Visits

All steps, from filing to resolution, happen online. You can submit invoices, repair bills, photos, and videos from your phone or laptop. Ideal for senior citizens, professionals, or those living far from dealerships, especially when travel or physical visits aren't feasible.

3. No Lawyers Needed—User-Friendly & Affordable

ODR systems are designed for everyday users. They provide guided forms, easy-to-follow steps, and real-time updates. There’s no need for legal expertise or high fees, making the process accessible and cost-effective for car owners.

4. Legally Binding & Recognised Under Law

Under the Consumer Protection Act, 2019, ODR decisions made through mediation or arbitration are legally binding. If the manufacturer or dealer doesn’t respond, the ruling can be enforced like a court decision. This makes ODR a powerful yet convenient option.

5. Safe, Confidential & Stress-Free Process

ODR offers a private, respectful environment, with no stressful face-to-face confrontations at the service centre or court. It's perfect for sensitive issues like safety flaws, rude service agents, or unfair billing without the emotional stress of traditional legal settings.

6. Reduces Court Backlog & Saves Time

With over half a million consumer cases pending in India, ODR helps ease the burden on courts. It provides quick justice for small cases, helping consumers get fair outcomes without forcing them to wait in long legal queues.

Understanding ODR in Filing a Complaint Against a Car in India

Buying a car is a big investment, but problems like manufacturing defects, poor after-sales service, warranty disputes, overcharging, or delayed delivery can cause frustration and financial stress. Traditionally, resolving such complaints through consumer courts took months or even years. Thankfully, Online Dispute Resolution (ODR) now offers a quick, affordable, and legally valid way to file and resolve car complaints without stepping into a courtroom.

How Does ODR Work for Car Complaints?

ODR is an online legal platform that allows you to raise complaints digitally. It works through three key approaches: mediation, negotiation, and arbitration, all recognised under India’s Consumer Protection Act, 2019. Whether your issue is about false claims, delayed delivery, recurring mechanical faults, or unfair dealership charges, ODR ensures a structured, faster, and stress-free resolution process.

Step 1: Collect All Proofs and Documents

Before filing your car complaint, gather all necessary evidence to support your case:

• Car purchase invoice, warranty papers, and insurance documents
• Service and repair history from the dealership or workshop
• Photos or videos showing defects or damage
• Emails, call records, or chat messages with the dealer or manufacturer
• Any previous complaint reference numbers or written communication

Well-organised documentation makes your complaint stronger and speeds up resolution.

Step 2: File Your Complaint on an ODR Platform

You can raise your car-related complaint through:

• The National Consumer Helpline (NCH)
• Trusted ODR platforms like Online Legal India

These platforms provide a simple online process where you can:

• Fill in a complaint form with clear details
• Upload invoices, service records, or photos as proof
• Describe your issue in plain language
• Get a complaint reference number and track progress online

Step 3: Mediation – For Quick and Fair Solutions

In this step, a neutral mediator facilitates communication between you and the car dealer or manufacturer to reach a mutual solution. Mediation is ideal for issues like:

• Delayed car delivery
• Warranty service not honoured
• Poor service quality or rude staff

Outcomes may include refunds, free repairs, faster service, or even goodwill compensation.

Step 4: Negotiation – For Minor Disputes

For smaller issues such as:

• Wrong billing or overcharging
• Delay in spare parts availability
• Minor warranty disputes

You can negotiate directly with the dealer through the platform for a simple, peaceful settlement.

Step 5: Arbitration – For Serious or Unresolved Complaints

If mediation and negotiation fail, the case moves to arbitration. Here:

• An independent arbitrator reviews all evidence and arguments
• A legally binding decision is issued under the Arbitration and Conciliation Act, 1996

This arbitration award is enforceable just like a consumer court order, ensuring accountability.

Protecting your rights as a car owner is easier than ever. With clear evidence, proper filing channels, and the support of Online Dispute Resolution, you can resolve complaints quickly, affordably, and legally without unnecessary stress. Whether it’s a manufacturing defect, delayed service, or unfair dealership practices, today’s digital platforms ensure fair treatment and accountability. This piece of content provided you with detailed information on how to file a complaint against a car in India. Contact Online Legal India to get assistance and support for filing an ODR complaint with professional experts.

FAQ

1. Who can file a complaint against a car in India?

Any car buyer, legal heir, or consumer association can file a complaint if there’s a manufacturing defect, delayed service, warranty issue, false advertising, or unfair billing by the dealer or manufacturer.

2. What documents are needed to file a car complaint?

You’ll need the car’s purchase invoice, warranty papers, service history, photos or videos of defects, and proof of communication with the dealer or manufacturer. Clear documentation strengthens your complaint for faster resolution.

3. Where can I file my car complaint?

You can file complaints through the National Consumer Helpline (NCH), trusted Online Dispute Resolution platforms, or directly at district, state, or national consumer forums depending on the claim value.

4. How long does it take to resolve a car complaint?

Traditional consumer courts may take months, but Online Dispute Resolution (ODR) platforms usually settle car complaints like warranty disputes or service delays within 2–4 weeks, saving time and effort.

5. Is the decision from ODR legally valid?

Yes. ODR decisions through mediation or arbitration are recognised under the Consumer Protection Act, 2019, and arbitration awards are enforceable like a court order, ensuring dealers or manufacturers comply.