Is GST on Alcohol Applicable?
12 Jul, 2025
By Online Legal India
Published On 17 Nov 2020
Updated On 25 Jun 2025
Category Consumer Complaint
If you purchased a home appliance, such as a fridge, washing machine, or TV, and it stopped working prematurely or the service was subpar, you don’t need to remain silent. Many people face problems like this every day, but not everyone knows how to take action. In this article, we will explain the simple steps to file a complaint against a home appliance company. You will also learn how to file a complaint against a home appliance company, where to file the complaint, and how to obtain a proper solution with minimal trouble. Keep reading to understand the full process in a clear and easy way.
Many people in India face problems after buying home appliances like refrigerators, washing machines, ACs, TVs, or microwave ovens. These problems often cause stress and waste time. Here are some common issues that customers deal with:
Sometimes, the product stops working just a few days after delivery. It may not start at all or may show some fault, even though it is new and under warranty.
Many companies do not respond quickly when customers call or email them for help. The calls may go unanswered, or the support staff may not give a proper solution.
When customers ask for a replacement or refund for a faulty product, companies often delay the process or reject the request without a valid reason. This is unfair and against consumer rights.
Sometimes, the technician sent by the company does not fix the problem properly. They may visit late, miss appointments, or leave the issue unsolved. In some cases, the technician may even damage the product more
Even when the product is under warranty, some companies charge extra money for parts or service. These charges are not explained clearly in advance and surprise the customer later.
These problems are common in many households. But if your complaint is not solved even after trying to reach the company, you can take legal steps through a safe and easy process like Online Dispute Resolution.
Try the Company’s Support First
Before filing a formal complaint outside, it is always better to try solving the issue directly with the company. Many times, small problems can be fixed quickly if you follow the proper steps. Here is how you can do it:
Most home appliance companies have a customer care number and email address. You can call them to report the problem or send an email explaining the issue. Always note the complaint number or reference ID they give you.
Some brands have their own mobile app or customer service section on their website. You can log in, select your product, and raise a complaint or service request directly from there. It is simple and often gets a faster reply.
If the customer care team does not help, you can submit a written grievance or service request through the company's support page. It allows you to explain the issue in detail and keep a record of your complaint.
Most companies respond within 24 to 48 hours after you raise a complaint. For technical service requests, they may send a technician within 2 to 5 days. But if they delay or avoid the issue for too long, you can take further steps.
If the company doesn’t reply or solve the problem after many follow-ups, you can send a legal notice. This is a formal letter asking the company to fix the issue within a set time, usually 15–30 days. You can prepare it yourself or get support from a legal professional. It shows you are serious and gives them one last chance to act.
Trying these steps shows that you gave the company a fair chance to solve your problem. If they still don’t help, you can move forward with filing a complaint through Online Dispute Resolution, which we will explain next.
If the home appliance company or its customer support team does not solve your issue even after you have contacted them multiple times or sent a legal notice. You can escalate the matter by filing a complaint in a consumer court through India’s official E Jagriti portal.
If the company does not resolve your complaint, you can move to the concerned Consumer Commission based on your claim amount:
To file a complaint, you need to upload a few simple documents. These help prove your issue and make your case strong. Here is what you should keep ready:
This is the bill or slip you got when you bought the product. It shows the date of purchase, product details, and the seller’s name.
If the product is still under warranty, upload the warranty card. It helps to show that the company was responsible for repairs or replacement.
Share screenshots or copies of emails, WhatsApp chats, or text messages where you asked the company for help or reported the problem.
If you are waiting for a refund or were wrongly charged, add a bank statement or online payment slip as proof.
Some platforms may ask for a basic ID like an Aadhaar card or a PAN card to confirm your identity.
You may have to provide additional documents if the consumer court asks
Filing a case in consumer court sounds like a good way to get justice, but it is not always the easiest or fastest choice, especially in India. Many people face some common problems when they take this legal route. Here are a few reasons why the consumer court may not be the best option for everyone:
Consumer courts in India often take a long time to give a final decision. Cases may go on for months or even years. If you are expecting a quick result, this can be very frustrating.
If your problem is about a small amount like Rs.500 or Rs.1,000, you might end up spending more money on paperwork, legal help, or travel than the refund you are asking for. In such cases, the cost is sometimes more than the benefit.
Even if you win the case and the court gives an order in your favour, getting the company to follow the order can be difficult. Many companies delay payments or ignore the order unless they are forced legally, which takes more time and effort.
Going to court means attending hearings, submitting documents, waiting for notices, and maybe hiring a lawyer. This can be tiring and stressful, especially if you have a busy schedule or don’t know much about legal steps.
Instead of going to consumer court right away, you can try faster and easier options like Online Dispute Resolution, which saves time, money, and effort. It is a smart choice for simple or small issues.
ODR uses traditional methods like negotiation, mediation, and arbitration, but in an online setting:
Mediation:
Mediation is when a neutral person, called a mediator, helps both parties talk, understand each other, and find a fair solution. It is private, voluntary, and focuses on maintaining good relationships.
Arbitration:
Arbitration is a more structured process. An arbitrator listens to both sides and gives a decision that everyone must follow. It works like a judge but outside the regular court system.
This system saves time and money. It avoids long delays, reduces paperwork, and is especially useful for people in distant areas or those who cannot afford to go through regular court proceedings.
Online Dispute Resolution is becoming a popular and better way to solve consumer complaints in India. It is simpler and more helpful than going to court or just talking to customer care. Here is why:
ODR usually solves cases in just 7 to 30 days. That is much quicker than consumer courts, which can take months or even years.
ODR charges are very low compared to court fees or lawyer costs. Some platforms may even offer free services for basic complaints.
You don’t need to visit any office or court. Everything happens online, right from filing the complaint to the final hearing.
When a complaint is filed through ODR, the company gets a proper legal notice and must reply in a formal and timely manner.
ODR is smooth, stress-free, and saves you from running around or waiting for long hours. You can handle everything from your phone or computer.
That is why ODR is a smart and easy way to get justice, especially when your complaint is clear and the loss is not too big.
You can raise your complaint online and resolve the issue legally without going to court. Here is a simple step-by-step process to follow:
Step 1: Gather Evidence and Documents
Start by collecting all the important documents related to your home appliance complaint. This may include the purchase bill, warranty card, repair or service records, product manual, photos or videos of the defect or damage, any email or WhatsApp chats with the company, and technician reports. These documents help prove your case clearly during the resolution process.
Step 2: File a Complaint through ODR Platform
You can file your complaint either on the Government's ODR platform or through a reliable private platform like Online Legal India. While the government portal is valid and trustworthy, private services are often faster, more user-friendly, and provide additional assistance to make your complaint stronger and more organised.
Step 3: Attend Mediation Online
After your complaint is accepted, a trained mediator is assigned. This neutral expert connects with you and the appliance company via online methods such as video calls or chat. The mediator listens to both sides, clarifies doubts, and tries to help both parties reach a fair solution, usually within a few sessions.
Step 4: Move to Arbitration (If Needed)
If mediation fails, the case can proceed to arbitration under certain conditions:
Step 5: Online Arbitration Hearing
During the arbitration, you and the appliance company (or service provider) present your case before an independent arbitrator. This person may be a lawyer or industry expert. They go through all the evidence, listen to both sides, and then give a final decision. The process follows the Arbitration and Conciliation Act, 1996, ensuring it is legal, fair, and transparent.
Step 6: Enforce the Decision
Once the arbitrator gives the verdict, it becomes legally binding, just like a civil court order. If the company doesn’t follow the order, you can enforce it through the court. This gives you strong legal protection, without the long wait of regular court cases.
Once you file your complaint through the ODR platform, the process starts quickly and smoothly. Here is what usually happens next:
The company you complained about will get an official message. They are asked to reply within a few days with their side of the competition.
If needed, a neutral person called a mediator is assigned to your case. The mediator talks to both you and the company to help find a fair solution.
Depending on your case, the result could be:
Once your complaint is filed through the ODR platform, the issue is usually resolved in 7 to 30 days. This is much faster than going to a consumer court. After the company replies or the mediator suggests a solution, you will get an offer. It could be a refund, replacement, repair, or any other suitable action.
You can choose to accept the offer if it feels fair to you. If not, you can reject it and ask for a better solution. If you are not satisfied with the outcome, you can still go to the consumer court. Filing a complaint on ODR does not take away your right to go to court later.
ODR gives you a simple, quick, and peaceful way to solve your complaint. But if things don’t work out, the legal path is always open for you.
Conclusion
Facing trouble with a faulty home appliance and not getting any help from the company? Don’t worry, Online Dispute Resolution is a fast and easy way to get justice without going to court. And if you are not sure how to file a complaint against a home appliance company, Online Legal India is here to support you. We help you prepare the right documents, draft your complaint properly, and file it correctly on the ODR platform. Our expert support makes the process easy and hassle-free. Contact Online Legal India today.
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