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Also Read: The Ultimate Guide to Filing a Consumer Complaint in India

Understanding Consumer Complaints in India

A consumer complaint arises when a customer feels cheated, harassed, or dissatisfied with goods or services they paid for. This can be due to:

1. Defective goods (like a faulty electronic device).

2. Deficient services (such as delayed delivery or poor after-sales support).

3. Unfair trade practices (hidden charges, false advertising, mis-selling).

4. Overcharging (paying more than the fixed price).

The Consumer Protection Act, 2019 recognizes these as legitimate grounds for seeking redressal. Yet, complaints are rising because businesses often prioritize profits over transparency.

Also Read: Personal Data Protection Bill: Key Changes and Implications

Common Types of Consumer Complaints

a) Telecom Troubles

India is the second-largest telecom market in the world, with over 1.16 billion subscribers. Yet, customers frequently complain about:

1. Call drops and poor network coverage.

2. Slow internet speeds despite “high-speed” plans.

3. Excessive charges and hidden costs.

4. Difficulty in porting numbers between providers.

5. Unsolicited promotional calls and spam SMS.

The Telecom Regulatory Authority of India (TRAI) receives thousands of complaints every month.

Resolution:

1. First, lodge a complaint with the telecom company via their customer care or mobile app.

2. If unresolved, escalate to the Nodal Officer or Appellate Authority of the telecom operator.

3. You can also complain to TRAI through their online portal.

b) Banking Blunders

Banking is another sector riddled with consumer grievances. According to RBI, there were 18,461 banking fraud cases in FY 2024-25, involving over ₹21,000 crore.

Common issues include:

1. Unauthorized transactions and online fraud.

2. Hidden charges on loans, credit cards, or accounts.

3. ATM transaction failures without refunds.

4. Delays in loan approvals or disbursals.

5. Poor grievance redressal in digital banking.

Resolution:

1. Contact your bank immediately and file a written complaint.

2. If unresolved within 30 days, escalate to the Banking Ombudsman Scheme under RBI.

3. For frauds, file a complaint at the cybercrime portal (cybercrime.gov.in).

c) E-Commerce Exasperations

With the boom in online shopping, e-commerce complaints have shot up by 300% in the last five years.

Common grievances include:

1. Delayed or wrong deliveries.

2. Damaged products.

3. Refund and return hassles.

4. Misleading product descriptions.

Resolution:

1. Raise a complaint directly on the platform (Amazon, Flipkart, etc.).

2. Escalate through their grievance redressal system.

3. If ignored, approach the Consumer Forum or use the National Consumer Helpline (NCH).

d) Electricity and Water Woes

Basic utilities also see a high volume of complaints:

1. Inflated electricity bills.

2. Unscheduled power cuts.

3. Poor water supply or contamination.

4. Delayed new connections.

Resolution:

1. File a complaint with the local electricity board or municipal water department.

2. If unresolved, escalate to the State Electricity Regulatory Commission or Water Supply Board Ombudsman.

e) Real Estate and Housing Disputes

The real estate sector is notorious for consumer issues. Homebuyers face:

1. Project delays and non-delivery.

2. Poor construction quality.

3. Hidden charges.

4. Disputes over possession.

Resolution:

1. File a complaint with RERA (Real Estate Regulatory Authority) for housing-related disputes.

2. Seek remedies in the Consumer Forum for compensation.

f) Healthcare and Insurance Complaints

Consumers often face:

1. Overcharging in hospitals.

2. Denial of cashless insurance.

3. Policy mis-selling by agents.

4. Delays in claim settlement.

Resolution:

1. Escalate to the insurance company grievance cell.

2. Approach the Insurance Ombudsman if not resolved.

3. For hospital disputes, complaints can also be filed under Clinical Establishments Act or Consumer Forums.

g) Travel and Aviation Issues

Passengers frequently complain about:

1. Flight cancellations or delays.

2. Lost baggage.

3. Refund issues.

4. Hidden booking charges.

Resolution:

1. File a complaint with the airline.

2. Escalate to the Directorate General of Civil Aviation (DGCA).

3. Approach the Consumer Court if not resolved.

h) Retail and Food Sector Grievances

Common issues include:

1. Overcharging above MRP.

2. Expired or adulterated food.

3. Restaurants levying service charges without consent.

Resolution:

1. Report to the Food Safety and Standards Authority of India (FSSAI).

2. File a complaint on the National Consumer Helpline.

Also Read: Defamation Law In India Explained

Why Do Consumer Problems Persist?

Despite strong laws, problems continue because:

1. Lack of consumer awareness – Many people don’t know their rights.

2. Weak enforcement – Companies often escape with minor penalties.

3. Poor customer service culture – Many firms prioritize sales over satisfaction.

4. Digital divide – Rural consumers struggle to access online complaint mechanisms.

Also Read: How to Transfer a Case from One Court to Another: A Complete Guide

Your Rights Under the Consumer Protection Act, 2019

The Act gives Indian consumers several rights:

• Right to Safety – Protection from hazardous goods/services.

• Right to Information – To know the price, quality, and details.

• Right to Choose – Access to multiple options at fair prices.

• Right to be Heard – To have grievances addressed.

• Right to Seek Redressal – Through forums and commissions.

• Right to Consumer Education – Awareness about rights and responsibilities.

Also Read: Can You Sue a Brand for False Advertising in India? A Complete Legal Guide

Steps to Resolve Consumer Complaints Effectively

Step 1: Document Everything

Keep invoices, receipts, emails, call logs, and SMS for evidence.

Step 2: Contact the Company Directly

Most issues can be resolved by customer care or grievance cells.

Step 3: Escalate Within the Organisation

If unresolved, escalate to the Grievance Redressal Officer or Nodal Officer.

Step 4: Approach Regulatory Authorities

Example: RBI for banks, TRAI for telecom, RERA for real estate.

Step 5: File a Complaint in Consumer Court

1. District Forum: For claims up to ₹1 crore.

2. State Commission: For claims up to ₹10 crore.

3. National Commission: For claims above ₹10 crore.

Step 6: Explore Online Redressal Platforms

1. National Consumer Helpline (consumerhelpline.gov.in).

2. E-Daakhil portal for online filing of consumer cases.

3. Private platforms like ShikayatHi also help.

Also Read: E-Commerce Laws in India 2024: What Every Business Must Know

Tips to Avoid Consumer Problems in the First Place

1. Always read terms and conditions before signing or buying.

2. Avoid sharing OTP, PIN, or personal data with strangers.

3. Check seller ratings and reviews in e-commerce.

4. Keep written proof of promises made by agents.

5. Never pay large sums without official receipts.

Empowering Consumers in India: What Needs to Be Done

1. Strengthen awareness through campaigns and schools.

2. Strict enforcement of laws against defaulting companies.

3. Better grievance redressal through fast-track courts.

4. Leverage technology with AI-based complaint tracking.

5. Encourage collective consumer action through associations.

Conclusion

Consumer complaints are a reality in India, but they don’t have to remain unresolved. Whether it’s a wrong product delivery, hidden bank charge, or delayed real estate project, you have rights and legal remedies.

The key is to stay aware, document your grievance, and escalate step by step—from the company’s grievance cell to regulatory authorities and, if needed, to consumer courts.

By doing this, not only do you protect your own rights, but you also contribute to making India’s consumer ecosystem more transparent, fair, and accountable.

1. Calling 1800-11-4000

2. SMS to 8130009809

3. Online complaint at consumerhelpline.gov.in

4. Mobile app (Consumer Helpline App)

Filing Complaints with Regulatory Authorities

1. Ministry of Corporate Affairs (MCA)

The MCA allows individuals to file complaints against companies online through its portal. The form requires details such as:

1. Complainant’s name and city

2. Nature and category of complaint

3. Name of the company

2. Department of Commerce

For trade-related grievances, individuals can file complaints by providing:

1. Company details

2. Address

3. Importer Exporter Code (IEC)

3. Telecom Regulatory Authority of India (TRAI)

For complaints regarding telecom services (e.g., overcharging, network issues), complaints can be registered with TRAI.

4. MCA 21 Portal

Investors can lodge complaints against companies through the MCA 21 portal by:

1. Downloading and filling the complaint form

2. Uploading the form on the portal

3. Noting the SRN for tracking

Legal Process for Suing a Company in India

Step 1: Identifying the Cause of Action

Determine the nature of the dispute and the applicable laws. This helps in identifying the appropriate forum for filing the case.

Step 2: Gathering Evidence

Strong evidence is required to prove your claim. This may include:

1. Contracts and agreements

2. Emails and communication records

3. Invoices and payment receipts

4. Consumer complaints and grievances

Step 3: Consulting with a Lawyer

An experienced lawyer can guide you through the legal formalities and suggest the best course of action.

Step 4: Sending a Legal Notice

Before initiating a lawsuit, a legal notice should be sent to the company, providing them an opportunity to resolve the dispute.

Step 5: Filing a Lawsuit

If the company does not respond to the legal notice, a case can be filed in:

• Consumer Court (for consumer grievances)

• Labor Court (for employee disputes)

• Civil Court (for business disputes)

• National Company Law Tribunal (NCLT) (for company law matters)

Step 6: Engaging in Legal Proceedings

Both parties present their arguments and evidence before the court. The case may involve mediation, arbitration, or a full-fledged trial.

Step 7: Obtaining a Judgment

Based on the evidence presented, the court issues a judgment, which may include:

• Specific Performance: Company must fulfill contractual obligations.

• Monetary Compensation: Financial damages for the aggrieved party.

• Injunctions: Preventing the company from engaging in harmful practices.

• Contract Termination: Nullifying unfair agreements.

Suing a Company Without a Lawyer

Individuals can file complaints with the National Consumer Helpline or Consumer Court without engaging a lawyer.

Steps for Self-Representation:

1. Identify the Issue – Gather necessary evidence.

2. Contact the Company – Attempt to resolve the issue amicably.

3. File a Complaint – Register at consumerhelpline.gov.in.

4. Attend Dispute Resolution Sessions – Participate in mediation.

5. Approach the Consumer Court – File a case if the issue is unresolved.

6. Present the Case – Clearly state the facts and evidence.

Employee Complaints Against Companies

If an employer fails to pay wages or violates labor laws, employees can seek legal remedies under the following acts:

1. Industrial Disputes Act

Under Section 33C, employees can claim unpaid wages. The government may issue a certificate for recovery.

2. Payment of Wages Act

Ensures employees receive timely wages. Complaints can be filed with labor authorities.

3. Contract Labor (Regulation and Abolition) Act

Mandates timely wage payment by contractors.

4. Shops and Establishments Act

Provides for fair wages and working hours.

Remedies for Employees:

• Legal Notice – Formal demand for payment.

• Labor Commissioner – Filing complaints with labor authorities.

• Labor Court – Filing a case within one year.

• Civil Court – For managerial and executive employees.

• NCLT – If unpaid wages exceed ₹1 lakh.

Conclusion

Suing a company in India involves various legal procedures depending on the nature of the dispute. Consumers, employees, and vendors must be aware of their rights and the available legal remedies. Whether through regulatory bodies, consumer courts, labor laws, or civil courts, India provides multiple avenues for justice against erring companies.