File a Complaint Against Car Manufacturers and Service Centers in India

Owning a car comes with the expectation of quality performance, safety, and reliable after-sales service. However, vehicle owners in India often face challenges such as manufacturing defects, delayed repairs, poor servicing, overcharging, or unresponsive customer support from authorised service centers. When such issues arise, it’s important to know how to raise your concerns effectively and seek proper redressal. This blog explains the step-by-step process to file a complaint against car manufacturers and service centers in India. Read to know more.

What are the Common Issues Faced by Consumers?

Car owners in India often face a wide range of problems with both manufacturers and authorised service centers. Some of the most common issues include:

• Manufacturing defects: Faults in the engine, gearbox, electronics, or safety systems that affect performance or safety.
• Poor service quality: Incomplete repairs, use of substandard or counterfeit spare parts, or lack of proper maintenance.
• Overcharging and hidden costs: Unexplained charges for labour or spare parts, inflated service bills, or unauthorized replacements.
• Delay in service or repair: Long waiting times for repairs, spare parts, or warranty claims.
• Warranty disputes: Rejection of valid warranty claims without proper justification.
• Lack of transparency and poor communication: Service centers failing to provide clear updates, invoices, or explanations.
• Customer support negligence: Ignoring complaints, delayed responses, or failure to escalate issues.

How to File a Complaint Against Car Manufacturers and Service Centers through Internal Grievance Portal?

If you are facing issues such as manufacturing defects, delayed repairs, unsatisfactory servicing, overcharging, or poor customer support from an authorised service center, you can file a complaint through the company’s internal grievance redressal system.

Follow these steps to ensure your concern is handled efficiently and professionally:

Step 1: Collect All Vehicle and Service Details

Before contacting the car manufacturer or service center, ensure you have all relevant information about your vehicle and the issue. This will help the grievance team investigate and resolve your complaint faster.

Keep the following details ready:

Vehicle model, registration number, VIN (Vehicle Identification Number), and warranty details

Date and location of purchase or service

Dealer or service center name and contact information

Job card or service invoice copies

Photos or videos of the defect, damage, or issue (if applicable)

Previous complaint or service request numbers (if any)

A clear description of the problem (e.g., “Repeated engine issue after service,” “Overcharging for parts,” etc.)

Organising this information ensures that your complaint is processed without unnecessary delays.

Step 2: Use the Manufacturer’s Official Customer Support Channels

All major car manufacturers in India provide multiple ways to reach their customer support teams. You can usually contact them through:

Customer Care Helpline: Visit the official website’s “Contact Us” or “Customer Support” section to find the toll-free number.

Email: Write to the official customer support email ID (e.g., customer care@ [brand name].com).

Website/App: Log in to your customer account → go to “Contact Us” or “Raise a Complaint.”

Grievance Form: Many brands have a dedicated grievance redressal form under “Customer Service” or “Corporate Policies.”

When submitting your complaint, include all the details collected in Step 1. A complete and well-documented complaint helps the support team provide a faster and more accurate response.

Step 3: Submit Your Grievance Clearly and Professionally

When filing your complaint, mention that you are submitting it under the company’s Internal Grievance Redressal System in accordance with consumer protection guidelines.

Your complaint should include:

Full name, contact number, and registered email ID

Vehicle details (model, registration number, VIN, etc.)

Dealer/service center details and date of service or purchase

Detailed description of the issue and its duration

Attached supporting documents (invoices, job cards, images, etc.)

Request a complaint reference number or ticket ID to track the progress of your complaint. This reference will also be essential if you need to escalate the matter later.

Step 4: Track the Progress of Your Complaint

After submitting your complaint, you should receive an acknowledgment or reference number.

To ensure proper follow-up:

Note the date and time of submission and any subsequent communication

Keep records of all emails, messages, and call logs related to the issue

Follow up within 3–5 working days if you don’t receive a response

Maintaining clear documentation ensures that your complaint history is available in case the issue needs to be escalated.

Step 5: Escalate the Complaint to the Grievance Officer

If your concern remains unresolved after initial follow-ups, escalate it to the Grievance Officer of the car manufacturer.

To escalate:

Visit the “Customer Support” or “Grievance Redressal” section on the company’s website.

Locate the contact details of the Grievance Officer.

Send a formal email or fill out the escalation form, mentioning your complaint reference number and previous correspondence.

Escalation ensures that your issue reaches senior officials who can review your case and respond within the prescribed time frame (usually 30 days).

Step 6: Approach Online Dispute Resolution (ODR) Platform if the Issue Remains Unresolved

If the manufacturer or service centre’s internal grievance mechanism does not resolve your issue satisfactorily, you can approach Online Dispute Resolution (ODR) platforms for fast and effective resolution.

What is Online Dispute Resolution?

Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings and final decisions. It incorporates traditional dispute resolution methods such as negotiation, conciliation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online process enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods. Through online platforms, both the complainant and the other party can present their sides and reach a fair, mutually agreeable outcome.

Why Choose Online Dispute Resolution?

Consumers prefer ODR for several reasons:

Cost-effective & Time-efficient

Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.

Accessible & Convenient

ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.

Privacy & Security

Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.

Legal Framework and Recognition in India

In India, Online Dispute Resolution is backed by several laws, which include:

The Information Technology (IT) Act, 2000.

The Arbitration and Conciliation Act, 1996.

The Consumer Protection Act, 2019.

These legal provisions ensure that ODR practices in India are secure, recognised, and enforceable according to the law.

How to File a Complaint through ODR?

Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:

Step 1: Collect All Relevant Evidence

Before initiating your complaint, gather all documents and proofs that support your claim. These may include:

Receipts or invoices

Emails, chat transcripts, or messages with the company

Photographs of defective products or damages

Payment proofs or bank statements

Having organized and clear evidence strengthens your case and speeds up the resolution process.

Step 2: Submit Your Dispute Through an ODR Platform

You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.

Step 3: Participate in Mediation Proceedings

During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.

After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:

Refund of charges

Compensation for damages

Official apologies or service corrections

Settlement of Disputes

Step 4: Settlement

If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms.

Conclusion  

Filing a complaint against a car manufacturer or authorised service center in India doesn’t have to be complicated when you follow the proper process. Start by raising your concern through the company’s internal grievance portal, ensuring you document every interaction and maintain clear evidence. If your issue remains unresolved, you can escalate it to the Grievance Officer and, ultimately, seek resolution through an Online Dispute Resolution (ODR) platform for a faster and transparent outcome. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.

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 will 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.  Is the decision from ODR legally valid?

Yes, in India, Online Dispute Resolution (ODR) is supported by key legal frameworks:

• Information Technology (IT) Act, 2000: Enables electronic filings.
• Arbitration and Conciliation Act, 1996: Recognises online arbitration as a valid dispute resolution method.
• Consumer Protection Act, 2019: Allows consumers to file complaints and resolve disputes through ODR platforms.

These laws make ODR in India legally valid, secure, and enforceable.

Disclaimer

This article is for informational purposes only and does not constitute legal advice. Online Legal India is a digital platform. If you require legal assistance, we strongly recommend consulting a qualified lawyer or law firm.