By Online Legal India
Published On 05 Dec 2020
Updated On 06 Nov 2025
Category ODR
1 comments
Buying an automobile is often a dream come true, but it can quickly turn into a nightmare when unexpected problems arise. From hidden manufacturing defects and poor after-sales service to misleading promises by dealers, consumers often face frustrating experiences. Whether it’s demanding proper repairs, fair compensation, or even a refund, you can hold manufacturers and dealers accountable for their actions. In this blog, you will learn how to file a complaint against an automobile Manufacturer or Dealer in India.
Here are the reasons to file a complaint against an automobile manufacturer or dealer in India:
Persisting Manufacturing Defects: If your new or used car consistently breaks down, especially due to deep-rooted engine or gearbox issues despite repeated repairs, then you have grounds for a complaint.
Poor Warranty Service or Delayed Repairs: When a car under warranty is not repaired on time or facing the same issue every time, it shows a service deficiency.
Hidden or Misleading Dealer Promises: You can take action against dealers or manufacturers who promise perks like free services or discounts and fail to honour them.
Safety or Steering Flaws: If your vehicle makes strange sounds (like steering creaks) or has structural issues causing danger, it may count as a safety defect.
Non Delivery or Undue Delay in Delivery: If you fully pay for a car and never receive it, or are waiting for years, then you can take action in such cases.
Purchasing an automobile or availing service from an authorised automobile dealer is a significant investment, and consumers rightfully expect quality, transparency, and reliability. However, issues such as manufacturing defects, delivery delays, unsatisfactory servicing, overcharging, unfulfilled warranty claims, or poor customer support are not uncommon.
If you face such problems, you can raise your concern directly with the manufacturer or authorised dealer through their internal grievance redressal system before approaching external options.
Follow the steps below to ensure your complaint is handled efficiently and professionally.
Step 1: Collect All Vehicle and Service-Related Details
Before submitting your complaint, gather all relevant information to help the company assess your case accurately. Proper documentation strengthens your complaint and speeds up the resolution process.
Keep the following details ready:
Vehicle model, registration number, VIN (Vehicle Identification Number), and warranty details
Having this data organised ensures your complaint is processed without delays.
Step 2: Contact the Manufacturer or Dealer’s Customer Support Channels
All major automobile brands in India such as Maruti Suzuki, Hyundai, Tata Motors, Mahindra, Honda, Toyota, Kia, and others provide official customer care channels to address complaints.
You can typically contact them through any of the following:
Customer Care Helpline: Visit the official website and find the toll-free helpline under “Customer Support” or “Contact Us.”
Email Support: Write to the official support email (e.g., customercare@[brandname].com) describing your issue and attaching necessary documents.
Website/App Portal: Log in to your customer account on the manufacturer’s website or app → navigate to “Raise a Complaint” or “Customer Feedback.”
Online Grievance Form: Many manufacturers provide a dedicated “Grievance Redressal Form” for lodging service or dealer complaints.
When submitting your complaint, ensure all information collected in Step 1 is included for better accuracy and quicker response.
Step 3: File a Detailed and Professional Complaint
When you submit your complaint, mention that it is being filed under the company’s Internal Grievance Redressal System as per the Consumer Protection Act, 2019.
Your complaint should clearly include:
A polite but firm request for resolution, such as repair, replacement, or refund
Always ask for a complaint reference number or ticket ID, which will help you track progress and serve as proof if you need to escalate later.
Step 4: Track and Follow Up on Your Complaint
After filing, you should receive an acknowledgment or reference number. Use it to monitor your case’s progress. If you do not receive a response within 3–5 working days, follow up through the same channel
Maintaining an organised record of all communication helps in smooth escalation if required.
Step 5: Escalate to the Grievance Officer
If your issue remains unresolved after initial follow-ups, you can escalate it to the company’s Grievance Officer.
Under the Consumer Protection (E-Commerce) Rules and related automotive industry norms, every automobile manufacturer or dealer must appoint a Grievance Officer and display their contact details (name, email ID, phone number, and address) on the official website.
To escalate:
Visit the “Grievance Redressal” or “Customer Support” page of the company’s website.
Locate the Grievance Officer’s contact details.
Send a formal escalation email or fill out the escalation form.
Include your original complaint reference number and attach all previous correspondence.
Once escalated, your issue should be reviewed by senior officials, and a resolution should be provided within 30 days as per regulatory guidelines.
Step 6: Approach an Online Dispute Resolution (ODR) Platform if Issue Remains Unresolved
If your concern remains unresolved even after contacting the Grievance Officer, you can approach an Online Dispute Resolution (ODR)
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.
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:
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:
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 an automobile manufacturer or dealer in India doesn’t have to be a stressful process. Always start by approaching the manufacturer or dealer through their internal grievance redressal system, most issues can be resolved at this stage through proper documentation and follow-up. If the matter remains unresolved, you can escalate it to the Grievance Officer or can opt for ODR. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.
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.
25 Jan, 2022
Mera tvs jupiter scooty ka engine ka koi problem ho gaya hai per hamara jo showroom hai bo mera problem ka solution nahi kr rahi hai
25 Jan, 2022
Thank you Rebati for reaching out to us. Team Online Legal India will get back to you soon to resolve your issue.
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