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05 Sep, 2025
By Online Legal India
Published On 27 Nov 2020
Updated On 22 Jul 2025
Category Consumer Complaint
Many users experience defects, poor service, or warranty denial after purchasing Hawkins kitchen appliances. The Consumer Protection Act, 2019 empowers buyers to file complaints through official channels. This blog outlines a simple process to raise grievances against Hawkins—ensuring faster resolution through customer support, government portals, or legal action.
Listed below are the persons who are eligible to complaint against Hawkins:
A person who purchases any Hawkins kitchen appliance from a physical retail outlet or an online marketplace becomes a consumer under Indian law. The purchase receipt or order confirmation serves as valid proof for complaint submission.
A person who experiences issues such as product defect, safety hazard, or unsatisfactory customer service qualifies to raise a formal complaint. The complaint remains valid even if the problem appears after regular usage.
A consumer who holds a physical or digital invoice can initiate a complaint process. This proof supports the claim and helps establish the product model, date of purchase, and seller details.
A person who receives a Hawkins product as a gift qualifies to file a complaint if they can produce the original bill. The law permits such recipients to seek redressal under the same consumer rights.
The Act defines a consumer as any person who buys goods or services for personal use. As per this legal definition, any eligible individual who faces dissatisfaction or product failure receives the right to file a complaint.
The valid ground to file a complaint against Hawkins are listed below:
The appliance has a defect that affects its performance, safety, or usability. This includes issues like pressure leakage, uneven heating, or structural damage.
Hawkins denies warranty service despite the product being within the warranty period and the consumer having a valid purchase bill.
The company installs or supplies low-quality or incompatible replacement parts that affect the product’s functioning or reduce its durability.
The consumer receives no response, delayed service, or unhelpful communication from Hawkins support after raising a concern.
The company takes an unreasonable amount of time to repair or replace a defective product even after accepting the complaint.
The product fails to match the description, specifications, or quality standards mentioned on the packaging or website.
The appliance develops the same issue multiple times despite previous repair or replacement attempts.
The product causes any risk to health or property, such as burns, electric shocks, or sudden pressure bursts.
The steps to file a complaint against hawking through their internal grievance portal are listed below:
Step 1: Visit the Official Hawkins Website
Go to the official Hawkins website. Navigate to the footer section and click on ‘Customer Service’. This section provides access to complaint-related information, including contact details and a direct link to the official grievance submission form.
Step 2: Choose the relevant complaint category
Select the specific product you wish to report—such as a pressure cooker, cookware, or spare part. Selecting the correct category ensures that your complaint reaches the appropriate team for faster handling and resolution.
Step 3: Fill out the complaint form
Provide your full name, mobile number, email ID, and complete postal address. Enter accurate product details including the model name, batch code (if available), and the exact purchase date. Describe the issue clearly in one paragraph. Focus on the exact problem instead of using vague terms like “not working” or “poor quality.”
Step 4: Attach necessary documents and images
Upload a clear scan or photo of the purchase invoice or bill. Include high-resolution images that highlight the defect or damage. These attachments help the Hawkins team understand your complaint and verify the issue without delays.
Step 5: Submit the complaint form
Review all the information carefully. Once everything appears correct, submit the form. The system generates a reference number after successful submission. Note this number for future reference and status tracking.
Step 6: Wait for a response from Hawkins
After submission, the customer service team reviews your complaint. You receive a response through phone or email. If needed, they may request additional details or schedule a service visit. The team shares an estimated timeline for resolving the issue based on your complaint.
By mid-2025, ODR platforms in India handle over 5 lakh consumer complaints across telecom, finance, e-commerce, and MSME sectors. Government-backed portals like NCH and E-Daakhil enable faster redressal of service issues, including those against Airtel Digital TV. These platforms ensure timely resolution, digital access, and legal support without the need for physical court visits.
The reasons why consumer prefer Online Dispute Resolution are given below:
ODR platforms follow fixed timelines set under the Consumer Protection Rules. Most complaints get addressed within 30 to 45 days. This helps consumers receive quicker outcomes without delay.
Consumers upload all required documents on the portal. There is no need to submit any physical paperwork. This digital process reduces effort and saves time.
A consumer can file a complaint from any location using a mobile phone or computer. There is no need to visit an office, centre, or court physically. This promotes convenience and wider access.
Most government-backed ODR services, such as E-Daakhil and NCH, do not charge any fee for filing complaints. Even when there is a fee, it stays minimal and fixed as per government rules.
The Consumer Protection Act, 2019 recognises ODR as a valid method for resolving disputes. Service providers must comply with the resolution once it is issued through the platform.
The platform provides real-time updates through SMS, email, or dashboard notifications. Consumers receive alerts at every stage of the complaint. This ensures full clarity on the progress and outcome.
Online Dispute Resolution (ODR) is a government-recognised system that settles disputes through digital platforms. It helps individuals and businesses resolve issues like delayed services, refund problems, or contract disputes without visiting a court. The process uses secure websites, emails, and video meetings. ODR reduces paperwork, saves legal costs, and offers faster outcomes.
In India, ODR operates under the Alternative Dispute Resolution (ADR) system and follows legal backing from laws such as the Arbitration and Conciliation Act, 1996 and the Information Technology Act, 2000. It uses three primary methods:
Mediation is a voluntary process where both parties agree to resolve the dispute with the help of a neutral third party called a mediator. The mediator facilitates communication, ensures clarity, and encourages a mutually acceptable outcome. However, the mediator does not impose any decision.
Mediation is confidential and works only when both parties are willing to cooperate. It suits disputes where the parties prefer to maintain professional or personal relationships. The outcome depends solely on mutual agreement, and the process allows flexibility in terms of time and structure.
Negotiation involves direct discussion between the disputing parties to arrive at a practical solution. It does not follow any formal procedure and usually does not involve legal intervention. The parties control the entire process and outcome.
Negotiation works best for low-stakes disputes such as billing errors, delayed refunds, or service dissatisfaction. It provides a quick resolution without incurring legal costs. If needed, a neutral facilitator may assist the conversation, but final decisions rest entirely with the parties involved.
Arbitration is a legally binding process in which both parties present their case before a neutral arbitrator. The arbitrator evaluates the evidence and issues a final decision known as an arbitral award. This decision holds the same legal weight as a civil court judgment.
Arbitration follows a structured format and is governed by the Arbitration and Conciliation Act, 1996. The arbitrator is typically a legal expert or an industry specialist with the authority to decide the dispute. The award is enforceable under Indian law and offers a faster and more confidential resolution compared to litigation.
ODR holds full legal validity in India under the Arbitration and Conciliation Act, 1996 and the Information Technology Act, 2000. An arbitral award issued through online arbitration carries the same enforceability as a civil court judgment. In mediation or negotiation, if both parties sign a written settlement, the agreement becomes legally binding and enforceable.
Indian courts accept digital communications, electronic signatures, and online records as valid evidence. This ensures that resolutions achieved through ODR meet all legal standards and are fully recognised within the judicial system. The Indian government actively supports ODR as a secure and compliant dispute resolution mechanism.
If Hawkins fails to resolve your product issue, you can file a complaint through a recognised Online Dispute Resolution (ODR) platform. Follow the steps given below:
Step 1: Collect All Required Documents
Before raising the complaint, collect key documents such as the purchase invoice, warranty card, product photos, service centre receipts, and previous complaint reference numbers. These records help verify your grievance and strengthen your case with proper proof. Without them, the platform may not register or escalate your dispute.
Step 2: Register Your Complaint on an ODR Platform
Visit a government-recognised Online Dispute Resolution portal like Online Legal India. Sign up with your name, email address, and mobile number. Select the category "Consumer Product Complaint" and choose Hawkins as the company. Enter accurate details about the faulty appliance, service issues, or non-compliance. Upload all supporting documents. Once submitted, a legal expert evaluates your case to check its eligibility under consumer protection laws.
Step 3: Participate in the Mediation Session
If your case qualifies, the platform sends you a notification with the mediation date and time. The mediation takes place online through a secure link. The mediator, who remains neutral, listens to both sides—your complaint and Hawkins' response. The aim is to reach a mutually acceptable solution without moving to a legal forum.
Step 4: Escalate to Arbitration if Needed
If the mediation fails, you can choose to escalate the dispute to arbitration. Submit your written consent. Hawkins must also agree to proceed. The ODR platform then appoints an independent arbitrator who has no connection with either party. This step triggers a structured legal process under the Arbitration and Conciliation Act, 1996.
Step 5: Attend the Online Arbitration Hearing
You receive a link with the date and time of the arbitration session. Join the hearing online. The arbitrator listens to your complaint, checks the documents, and allows both parties to present their versions. You must state your facts clearly and show how the company failed to deliver the promised service or product standard. The arbitrator uses these inputs to make a legally binding decision.
Step 6: Get the Arbitral Award
After reviewing the hearing, the arbitrator issues a written decision called an arbitral award. This award has the same force as a court judgment. If the order favours you, Hawkins must comply—whether it involves repair, replacement, refund, or compensation. You receive the order through email or a digital copy, offering full legal closure without court visits.
Conclusion
When Hawkins fails to resolve your kitchen appliance complaint through its internal system, ODR offers a practical and legally recognised solution. It provides a structured process to escalate your issue without court delays or physical visits. From filing the complaint to receiving a binding arbitral award, each step is digital, efficient, and supported under Indian law.
For smooth execution, faster resolution, and expert legal guidance, choose Online Legal India—a trusted ODR platform that ensures your consumer rights are protected with full legal backing.
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