How to File a Complaint Against the Automobile Industry?

When disputes arise in the automobile world, whether it is for a faulty vehicle, unexpected charges, or poor service, the old ways of seeking justice meant long waits, piles of paperwork, and multiple court visits. With Online Dispute Resolution (ODR), everything shifts online: you can file your grievance, share documents, engage in hearings, and receive a decision all from the comfort of your home. ODR brings a faster, smoother, and more affordable path, guided by India’s consumer protection laws. In this article, we will walk through how to file a complaint against the Automobile Industry to resolve problems with car dealers, service centres, or auto manufacturers.

Common Issues Faced by Consumers of the Automobile Industry

Here are some of the most common issues faced by consumers in India when dealing with the automobile industry:

Overcharging or billing beyond the printed MRP on spare parts and lubricants, creating unexpected costs and even hostile encounters at service centres.

Inflated service bills with hidden additions like engine decarbonising, wheel balancing, or engine dressing that often aren’t needed.

Replacement of genuine parts with counterfeit or substandard alternatives, which compromise vehicle safety and violate consumer trust.

Delays in repair completion and poor communication, leaving consumers in the dark about timelines and repair status.

Service centres charge for labour and diagnostic work even when vehicles remain unfixed or parts are returned damaged?

Dealers pressuring customers into buying unnecessary insurance, accessories, or packages as a condition for vehicle delivery?

Internal Escalation with the Dealer or Manufacturer before ODR

When you are facing issues with an automobile, whether a faulty component, hidden charges at the showroom, or unhelpful service. It is important to first reach out directly to the official support channels of the manufacturer, dealer, or service centre. Contact their customer service via phone or email, explain the problem clearly, and give them 7–10 days to respond or resolve the issue. If there is still no satisfactory outcome, escalate the matter to the unit’s appointed Grievance Officer or Customer Connect team.

These internal steps are crucial: they show that you tried resolving the matter before turning to official platforms like ODR or consumer forums, which is often a requirement under Indian consumer law. Only after these efforts, if the response remains inadequate, should you proceed with filing a formal complaint through ODR.

File a Complaint in Consumer Court

If the company doesn’t respond or solve your issue, you can file a case in the appropriate Consumer Commission based on the claim amount:

District Consumer Disputes Redressal Forum (DCDRF): For claims up to Rs.1 crore.

State Consumer Disputes Redressal Forum (SCDRF): For claims above Rs.1 crore and up to Rs.10 crore.

National Consumer Disputes Redressal Forum (NCDRF): For claims above Rs.10 crore.

Problems Involved in the Consumer Court Process

When it comes to resolving automobile industry disputes, traditional consumer courts often come with significant downsides:

Long Delays & Backlogs

Consumer cases can drag on for years, with frequent adjournments and repeated visits to distant courtrooms.

High Cost & Red Tape

Filing fees, notarized affidavits, postal charges, travel, and sometimes legal representation add up quickly even for small claims.

Weak Enforcement of Orders

Even after a successful ruling, one-third of orders remain unfulfilled. You may need to file additional petitions to enforce the award.

Limited Compensation

Consumers often receive very poor token amounts as litigation costs for cases that took years, while lawyers continue to profit.

Poor Infrastructure & Support

Many consumer forums are understaffed, lack proper courtrooms and documentation rooms, and function inefficiently.

 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, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow 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.

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.

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. If you need assistance in filling your dispute, get in touch with Online Legal India.  

 Conclusion

Fighting against faulty vehicles or unfair service doesn’t have to mean long court battles. With Online Dispute Resolution and knowing how to file a complaint against the Automobile Industry, you can resolve your complaints faster, effectively and entirely online. If you require any assistance in filling your complaint, get in touch with Online Legal India.