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30 Aug, 2025
By Online Legal India
Published On 12 Sep 2022
Updated On 01 Aug 2025
Category ODR
Consumers in India have the right to receive fair value, quality service, and protection against unfair practices. When these rights are violated, the National Consumer Forum offers a legal platform to seek justice. Understanding how to file a consumer complaint is important for timely and effective redressal. In this blog, you will learn how to file consumer complaints in the National Consumer Forum.
The National Consumer Disputes Redressal Commission (NCDRC) is India’s top consumer court that deals with large-scale consumer complaints. It was formed under the Consumer Protection Act, 1986, and now works under the 2019 Act. The NCDRC looks into cases involving defective products, poor services, and unfair trade practices, helping consumers get justice through a fair legal process.
The National Consumer Disputes Redressal Commission (NCDRC) is the highest authority for resolving major consumer disputes in India. It handles original complaints where the value of goods or services exceeds Rs. 10 crore. The commission also hears appeals against decisions made by State Consumer Commissions. Located in New Delhi, it is chaired by a retired Supreme Court judge, as required by law. To make the process faster and more convenient, the NCDRC allows online complaint filing and virtual hearings. This is done through the e-Jagriti portal, which promotes easy access, transparency, and timely justice for consumers across the country.
Here is a detailed explanation of who can file a complaint:
A person can file a complaint if they purchase goods or hire services for personal use. The law does not allow complaints for goods bought for resale or for commercial gain. The consumer must face a defect in the product or a fault in the service. The complaint must include proof such as an invoice, bill, or receipt.
If the affected consumer dies or cannot file the complaint due to health or legal issues, a legal heir or a duly authorized person can take action. The representative must submit legal documents that show their right to act on behalf of the consumer. These may include a succession certificate or a power of attorney.
A registered consumer association or non-governmental organization (NGO) can file a complaint to protect consumer rights. They do not need to be directly affected. These organizations often act in the interest of public welfare, especially in cases involving fraud or harmful practices that affect a group of consumers.
When a large number of consumers face the same problem due to a common product or service, they can file a joint complaint. This process falls under the concept of a class-action suit. The forum treats the entire group as a single complainant. The group must prove that they share the same issue and seek the same relief.
The Central or State Government can act in the interest of the public. If a product or service harms a large section of society, the government can file a case before the consumer forum. This step ensures that companies or service providers do not escape responsibility for large-scale issues.
If the affected consumer is a minor or a person without legal capacity, their parent or guardian can file the complaint. The guardian must prove their legal relationship with the consumer. This right helps protect the interests of children and vulnerable individuals.
A business unit, company, or HUF can file a complaint only when they use goods or services for their personal use or internal operations. They cannot raise a complaint if they use the goods for resale or profit. For example, if a company buys office furniture for employee use and finds defects, it can file a complaint.
Below are the list of key situations to approach the National Consumer Forum:
The National Consumer Disputes Redressal Commission (NCDRC) accepts original complaints only if the total value of goods or services along with the compensation claimed exceeds Rs. 10 crore. Cases below this amount fall under the jurisdiction of District or State Commissions.
A consumer can approach the NCDRC to challenge an order passed by the State Consumer Commission. The appeal must be filed within the legally prescribed time, usually within 30 days from the date of the order.
The NCDRC also considers cases that involve issues of wider public interest or affect consumers across multiple states. These may include disputes involving major companies, large-scale frauds, or service failures that impact people on a national level.
If a group of consumers from different states faces the same issue related to a defective product or deficient service, they can jointly file a complaint in the NCDRC. The commission handles such cases as class-action disputes covering more than one jurisdiction.
Below are the step-by-step process to file a consumer complaint in the National Consumer Forum:
Step 1: Collect All Essential Documents
A consumer must first gather all relevant records. These include the bill, invoice, warranty card, order ID, and transaction proof. The consumer must also keep evidence such as photographs of the defective product, records of service failure, or written communication with the seller or service provider. Screenshots of chats, emails, and customer support responses serve as valid proof. These documents establish the facts and support the complaint.
Step 2: Send a Legal Notice to the Opposite Party
Before filing a formal complaint, the consumer must serve a legal notice to the company or service provider. The notice must mention the consumer’s full name, contact details, the details of the opposite party, and a clear explanation of the problem. It must state the relief demanded, such as a refund, compensation, or replacement. The notice must set a reasonable time limit for the other party to respond, usually between 15 to 30 days. The consumer must post the notice through Registered Post with Acknowledgement Due and retain copies for future reference.
Step 3: Confirm the Jurisdiction of the National Commission
The NCDRC accepts original complaints only if the total claim, including compensation, exceeds Rs. 10 crore. If the claim is lower, the case must go to the appropriate District or State Consumer Commission. The consumer may also file an appeal with the NCDRC against a decision issued by the State Commission. The complaint must be filed either where the consumer resides or where the company runs its operations.
Step 4: Draft and Submit the Complaint
The consumer must prepare a detailed written complaint. It must include the nature of the issue, the damage caused, and the specific relief sought. The complaint must also list the attached documents and provide full details of both parties. The consumer can submit the complaint at the NCDRC office or through the E-Jagriti portal.
Step 5: Attend the Hearing
Once the NCDRC accepts the complaint, it sends a notice to the company. The consumer must attend the hearing in person, present original documents, and explain the facts clearly. Honest and accurate answers help the forum understand the case better.
Step 6: Seek Enforcement of the Order
If the NCDRC issues a favorable order and the company does not follow it, the consumer must file an execution petition in the same forum. This action helps enforce the order legally and ensures the consumer receives justice.
However, the National Consumer Disputes Redressal Commission (NCDRC) provides a formal legal process to resolve consumer disputes. Whereas, Online Dispute Resolution (ODR) offers a simpler and faster alternative. It removes the need for court visits, long procedures, and physical paperwork. Consumers can file complaints, submit documents, and attend hearings online from their homes. ODR platforms often resolve cases through negotiation, mediation, or arbitration, which saves time and money. Compared to the lengthy process in NCDRC, ODR ensures a quicker and more convenient way to receive justice.
Online Dispute Resolution (ODR) is a simple and convenient way to settle consumer disputes using digital platforms. It removes the need to visit a court or legal office. Consumers and businesses can raise complaints, upload documents, and share their concerns online. The process takes place through a secure portal. This makes it easier, quicker, and more accessible for everyone.
ODR follows methods of Alternative Dispute Resolution (ADR):
Negotiation is the most direct and straightforward method to resolve consumer disputes. In this process, the consumer and the other party communicate through an online platform. They explain their concerns, present facts, and try to reach a fair solution on their own. There is no need for a third party. This method helps avoid delays and keeps the process simple, quick, and affordable for both sides.
Negotiation allows both the consumer and the opposite party to clearly share their views and understand each other’s side. It helps them agree on a fair solution without going through complex legal steps. This process often saves time and effort.
Mediation is a process where an independent person, called a mediator, helps both the consumer and the opposite party talk about the issue. The mediator does not give any judgment or decision. Instead, they guide both sides to understand each other’s point of view. This often leads to a fair and peaceful solution without conflict.
In mediation, both the consumer and the opposite party join online meetings through a safe digital platform. The mediator listens carefully to their problems, asks clear questions, and offers helpful suggestions to solve the issue. This method gives both sides control over the outcome. It builds trust, supports cooperation, and often brings a fair and quick result without legal proceedings.
Arbitration is a proper legal method used to settle disputes. A neutral person, called an arbitrator, listens to both the consumer and the opposite party. The arbitrator studies the facts and documents shared. After hearing both sides, the arbitrator gives a final decision. This decision is binding and both sides must follow it.
The complete process happens on a safe online platform. The consumer and the opposite party submit their complaints, supporting documents, and replies digitally. The arbitrator reviews all the facts, listens to each side, and then gives a final decision based on the law and available evidence. This method is quicker and more structured than traditional courts and still provides a fair and legally valid outcome.
Below are the key reasons to choose Online Dispute Resolution (ODR):
ODR helps resolve consumer disputes much faster than traditional forums. It removes long waiting periods, delays in hearings, and repeated visits to legal offices. The process begins as soon as the complaint is filed, and most cases conclude within a few weeks. Consumers receive timely decisions without unnecessary delays.
ODR allows consumers to raise complaints from any place using a phone, tablet, or computer. A person living in a remote area or unable to travel can still file a case without leaving home. This benefit removes location barriers and gives equal access to justice for everyone.
ODR cuts down the total cost of dispute resolution. Consumers do not spend money on travel, photocopies, or repeated legal consultations. Most platforms charge a low or fixed fee, which helps even those with small claims. This method makes legal help more affordable and practical.
The steps in ODR remain easy to follow. Consumers receive clear instructions, fill out forms, and upload documents on the platform without confusion. No legal background is needed to use the service. The process feels smooth and user-friendly, especially for first-time users.
ODR ensures complete privacy during the complaint process. Personal details, statements, and evidence remain secure on the platform. Unlike court cases, the public cannot access the records. This gives consumers the confidence to speak openly without fear of exposure.
ODR provides help from trained professionals like mediators and arbitrators. These experts understand consumer laws and guide both parties in a fair manner. They focus on solving the issue without pressure or bias. Their knowledge improves the chances of a just result.
ODR handles many common disputes online. This reduces the number of cases in courts and consumer forums. As a result, legal institutions focus better on complex matters. ODR also helps settle issues without adding to court backlogs.
ODR decisions carry legal weight. If a consumer receives a final order through arbitration or a written settlement through mediation, it holds the same power as a court ruling. This gives consumers proper legal protection and the right to enforce the decision.
Here is a step-by-step process to file a consumer complaint through Online Dispute Resolution (ODR):
Step 1: Collect All Relevant Evidence
A consumer must gather all documents that support the complaint. These include bills, transaction slips, service agreements, customer IDs, complaint references, and order receipts. Screenshots of technical faults, defective products, or service failures also help prove the issue. Email replies, call logs, and chat records from customer support show that the consumer has tried to resolve the matter. These records present the facts clearly and help build a strong case.
Step 2: File the Complaint through an ODR Platform
After collecting the documents, the consumer must visit a recognized ODR platform. This can be a government-backed portal or a trusted private platform such as Online Legal India. The process does not require any legal training or in-person presence.
Step 3: Participate in Mediation Proceedings
The ODR platform assigns a neutral mediator who contacts both parties. The mediator holds online sessions through chat, email, or video calls. Each side explains its position. The mediator listens, asks questions, and suggests fairways to solve the issue. The mediator does not give any judgment. If both sides agree on a solution, the platform prepares a written agreement. This ends the matter in a peaceful and legal manner.
Step 4: Initiate Arbitration if Mediation Fails
If mediation does not lead to a solution, the case can move to arbitration. Both parties must agree to arbitration or have a prior contract that allows it. The consumer re-submitted all documents, along with the mediator’s report, which shows that no agreement was reached. The platform forwards the case to an arbitrator under the Arbitration and Conciliation Act, 1996.
Step 5: Attend the Arbitration Hearing
The platform schedules an online hearing. A neutral arbitrator studies the documents, listens to both parties and checks the evidence. Each side explains its side in a clear and structured manner. The process follows legal rules and ensures fairness without court visits. The hearing gives both sides a proper chance to present their case.
Step 6: Receive and Enforce the Arbitral Award
The arbitrator gives a final decision after studying the facts. This decision is called an arbitral award and carries legal value. If the company is at fault, the arbitrator may order a refund, compensation, or repair. If the company does not follow the order, the consumer can approach a civil court to enforce it. This ensures that justice is delivered.
Conclusion
The National Consumer Disputes Redressal Commission (NCDRC) helps resolve major consumer complaints through a formal legal process. It ensures justice but often involves complex steps, court visits, and longer timelines. In comparison, Online Dispute Resolution (ODR) offers a quicker, simpler, and more accessible way to settle disputes. Consumers can file complaints, submit documents, and attend hearings online. ODR proves to be a modern and efficient alternative with legal validity and low cost.
If you face a consumer issue and need quick legal help, Online Legal India offers reliable Online Dispute Resolution (ODR) services that ensure fast, affordable, and legally valid solutions from the comfort of your home.
By Online Legal India
Published On 12 Sep 2022
Updated On 01 Aug 2025
Category ODR
Consumers in India have the right to receive fair value, quality service, and protection against unfair practices. When these rights are violated, the National Consumer Forum offers a legal platform to seek justice. Understanding how to file a consumer complaint is important for timely and effective redressal. In this blog, you will learn how to file consumer complaints in the National Consumer Forum.
The National Consumer Disputes Redressal Commission (NCDRC) is India’s top consumer court that deals with large-scale consumer complaints. It was formed under the Consumer Protection Act, 1986, and now works under the 2019 Act. The NCDRC looks into cases involving defective products, poor services, and unfair trade practices, helping consumers get justice through a fair legal process.
The National Consumer Disputes Redressal Commission (NCDRC) is the highest authority for resolving major consumer disputes in India. It handles original complaints where the value of goods or services exceeds Rs. 10 crore. The commission also hears appeals against decisions made by State Consumer Commissions. Located in New Delhi, it is chaired by a retired Supreme Court judge, as required by law. To make the process faster and more convenient, the NCDRC allows online complaint filing and virtual hearings. This is done through the e-Jagriti portal, which promotes easy access, transparency, and timely justice for consumers across the country.
Here is a detailed explanation of who can file a complaint:
A person can file a complaint if they purchase goods or hire services for personal use. The law does not allow complaints for goods bought for resale or for commercial gain. The consumer must face a defect in the product or a fault in the service. The complaint must include proof such as an invoice, bill, or receipt.
If the affected consumer dies or cannot file the complaint due to health or legal issues, a legal heir or a duly authorized person can take action. The representative must submit legal documents that show their right to act on behalf of the consumer. These may include a succession certificate or a power of attorney.
A registered consumer association or non-governmental organization (NGO) can file a complaint to protect consumer rights. They do not need to be directly affected. These organizations often act in the interest of public welfare, especially in cases involving fraud or harmful practices that affect a group of consumers.
When a large number of consumers face the same problem due to a common product or service, they can file a joint complaint. This process falls under the concept of a class-action suit. The forum treats the entire group as a single complainant. The group must prove that they share the same issue and seek the same relief.
The Central or State Government can act in the interest of the public. If a product or service harms a large section of society, the government can file a case before the consumer forum. This step ensures that companies or service providers do not escape responsibility for large-scale issues.
If the affected consumer is a minor or a person without legal capacity, their parent or guardian can file the complaint. The guardian must prove their legal relationship with the consumer. This right helps protect the interests of children and vulnerable individuals.
A business unit, company, or HUF can file a complaint only when they use goods or services for their personal use or internal operations. They cannot raise a complaint if they use the goods for resale or profit. For example, if a company buys office furniture for employee use and finds defects, it can file a complaint.
Below are the list of key situations to approach the National Consumer Forum:
The National Consumer Disputes Redressal Commission (NCDRC) accepts original complaints only if the total value of goods or services along with the compensation claimed exceeds Rs. 10 crore. Cases below this amount fall under the jurisdiction of District or State Commissions.
A consumer can approach the NCDRC to challenge an order passed by the State Consumer Commission. The appeal must be filed within the legally prescribed time, usually within 30 days from the date of the order.
The NCDRC also considers cases that involve issues of wider public interest or affect consumers across multiple states. These may include disputes involving major companies, large-scale frauds, or service failures that impact people on a national level.
If a group of consumers from different states faces the same issue related to a defective product or deficient service, they can jointly file a complaint in the NCDRC. The commission handles such cases as class-action disputes covering more than one jurisdiction.
Below are the step-by-step process to file a consumer complaint in the National Consumer Forum:
Step 1: Collect All Essential Documents
A consumer must first gather all relevant records. These include the bill, invoice, warranty card, order ID, and transaction proof. The consumer must also keep evidence such as photographs of the defective product, records of service failure, or written communication with the seller or service provider. Screenshots of chats, emails, and customer support responses serve as valid proof. These documents establish the facts and support the complaint.
Step 2: Send a Legal Notice to the Opposite Party
Before filing a formal complaint, the consumer must serve a legal notice to the company or service provider. The notice must mention the consumer’s full name, contact details, the details of the opposite party, and a clear explanation of the problem. It must state the relief demanded, such as a refund, compensation, or replacement. The notice must set a reasonable time limit for the other party to respond, usually between 15 to 30 days. The consumer must post the notice through Registered Post with Acknowledgement Due and retain copies for future reference.
Step 3: Confirm the Jurisdiction of the National Commission
The NCDRC accepts original complaints only if the total claim, including compensation, exceeds Rs. 10 crore. If the claim is lower, the case must go to the appropriate District or State Consumer Commission. The consumer may also file an appeal with the NCDRC against a decision issued by the State Commission. The complaint must be filed either where the consumer resides or where the company runs its operations.
Step 4: Draft and Submit the Complaint
The consumer must prepare a detailed written complaint. It must include the nature of the issue, the damage caused, and the specific relief sought. The complaint must also list the attached documents and provide full details of both parties. The consumer can submit the complaint at the NCDRC office or through the E-Jagriti portal.
Step 5: Attend the Hearing
Once the NCDRC accepts the complaint, it sends a notice to the company. The consumer must attend the hearing in person, present original documents, and explain the facts clearly. Honest and accurate answers help the forum understand the case better.
Step 6: Seek Enforcement of the Order
If the NCDRC issues a favorable order and the company does not follow it, the consumer must file an execution petition in the same forum. This action helps enforce the order legally and ensures the consumer receives justice.
However, the National Consumer Disputes Redressal Commission (NCDRC) provides a formal legal process to resolve consumer disputes. Whereas, Online Dispute Resolution (ODR) offers a simpler and faster alternative. It removes the need for court visits, long procedures, and physical paperwork. Consumers can file complaints, submit documents, and attend hearings online from their homes. ODR platforms often resolve cases through negotiation, mediation, or arbitration, which saves time and money. Compared to the lengthy process in NCDRC, ODR ensures a quicker and more convenient way to receive justice.
Online Dispute Resolution (ODR) is a simple and convenient way to settle consumer disputes using digital platforms. It removes the need to visit a court or legal office. Consumers and businesses can raise complaints, upload documents, and share their concerns online. The process takes place through a secure portal. This makes it easier, quicker, and more accessible for everyone.
ODR follows methods of Alternative Dispute Resolution (ADR):
Negotiation is the most direct and straightforward method to resolve consumer disputes. In this process, the consumer and the other party communicate through an online platform. They explain their concerns, present facts, and try to reach a fair solution on their own. There is no need for a third party. This method helps avoid delays and keeps the process simple, quick, and affordable for both sides.
Negotiation allows both the consumer and the opposite party to clearly share their views and understand each other’s side. It helps them agree on a fair solution without going through complex legal steps. This process often saves time and effort.
Mediation is a process where an independent person, called a mediator, helps both the consumer and the opposite party talk about the issue. The mediator does not give any judgment or decision. Instead, they guide both sides to understand each other’s point of view. This often leads to a fair and peaceful solution without conflict.
In mediation, both the consumer and the opposite party join online meetings through a safe digital platform. The mediator listens carefully to their problems, asks clear questions, and offers helpful suggestions to solve the issue. This method gives both sides control over the outcome. It builds trust, supports cooperation, and often brings a fair and quick result without legal proceedings.
Arbitration is a proper legal method used to settle disputes. A neutral person, called an arbitrator, listens to both the consumer and the opposite party. The arbitrator studies the facts and documents shared. After hearing both sides, the arbitrator gives a final decision. This decision is binding and both sides must follow it.
The complete process happens on a safe online platform. The consumer and the opposite party submit their complaints, supporting documents, and replies digitally. The arbitrator reviews all the facts, listens to each side, and then gives a final decision based on the law and available evidence. This method is quicker and more structured than traditional courts and still provides a fair and legally valid outcome.
Below are the key reasons to choose Online Dispute Resolution (ODR):
ODR helps resolve consumer disputes much faster than traditional forums. It removes long waiting periods, delays in hearings, and repeated visits to legal offices. The process begins as soon as the complaint is filed, and most cases conclude within a few weeks. Consumers receive timely decisions without unnecessary delays.
ODR allows consumers to raise complaints from any place using a phone, tablet, or computer. A person living in a remote area or unable to travel can still file a case without leaving home. This benefit removes location barriers and gives equal access to justice for everyone.
ODR cuts down the total cost of dispute resolution. Consumers do not spend money on travel, photocopies, or repeated legal consultations. Most platforms charge a low or fixed fee, which helps even those with small claims. This method makes legal help more affordable and practical.
The steps in ODR remain easy to follow. Consumers receive clear instructions, fill out forms, and upload documents on the platform without confusion. No legal background is needed to use the service. The process feels smooth and user-friendly, especially for first-time users.
ODR ensures complete privacy during the complaint process. Personal details, statements, and evidence remain secure on the platform. Unlike court cases, the public cannot access the records. This gives consumers the confidence to speak openly without fear of exposure.
ODR provides help from trained professionals like mediators and arbitrators. These experts understand consumer laws and guide both parties in a fair manner. They focus on solving the issue without pressure or bias. Their knowledge improves the chances of a just result.
ODR handles many common disputes online. This reduces the number of cases in courts and consumer forums. As a result, legal institutions focus better on complex matters. ODR also helps settle issues without adding to court backlogs.
ODR decisions carry legal weight. If a consumer receives a final order through arbitration or a written settlement through mediation, it holds the same power as a court ruling. This gives consumers proper legal protection and the right to enforce the decision.
Here is a step-by-step process to file a consumer complaint through Online Dispute Resolution (ODR):
Step 1: Collect All Relevant Evidence
A consumer must gather all documents that support the complaint. These include bills, transaction slips, service agreements, customer IDs, complaint references, and order receipts. Screenshots of technical faults, defective products, or service failures also help prove the issue. Email replies, call logs, and chat records from customer support show that the consumer has tried to resolve the matter. These records present the facts clearly and help build a strong case.
Step 2: File the Complaint through an ODR Platform
After collecting the documents, the consumer must visit a recognized ODR platform. This can be a government-backed portal or a trusted private platform such as Online Legal India. The process does not require any legal training or in-person presence.
Step 3: Participate in Mediation Proceedings
The ODR platform assigns a neutral mediator who contacts both parties. The mediator holds online sessions through chat, email, or video calls. Each side explains its position. The mediator listens, asks questions, and suggests fairways to solve the issue. The mediator does not give any judgment. If both sides agree on a solution, the platform prepares a written agreement. This ends the matter in a peaceful and legal manner.
Step 4: Initiate Arbitration if Mediation Fails
If mediation does not lead to a solution, the case can move to arbitration. Both parties must agree to arbitration or have a prior contract that allows it. The consumer re-submitted all documents, along with the mediator’s report, which shows that no agreement was reached. The platform forwards the case to an arbitrator under the Arbitration and Conciliation Act, 1996.
Step 5: Attend the Arbitration Hearing
The platform schedules an online hearing. A neutral arbitrator studies the documents, listens to both parties and checks the evidence. Each side explains its side in a clear and structured manner. The process follows legal rules and ensures fairness without court visits. The hearing gives both sides a proper chance to present their case.
Step 6: Receive and Enforce the Arbitral Award
The arbitrator gives a final decision after studying the facts. This decision is called an arbitral award and carries legal value. If the company is at fault, the arbitrator may order a refund, compensation, or repair. If the company does not follow the order, the consumer can approach a civil court to enforce it. This ensures that justice is delivered.
Conclusion
The National Consumer Disputes Redressal Commission (NCDRC) helps resolve major consumer complaints through a formal legal process. It ensures justice but often involves complex steps, court visits, and longer timelines. In comparison, Online Dispute Resolution (ODR) offers a quicker, simpler, and more accessible way to settle disputes. Consumers can file complaints, submit documents, and attend hearings online. ODR proves to be a modern and efficient alternative with legal validity and low cost.
If you face a consumer issue and need quick legal help, Online Legal India offers reliable Online Dispute Resolution (ODR) services that ensure fast, affordable, and legally valid solutions from the comfort of your home.
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