How people usually put it
Phone stopped working in a week and the shop refuses to replace it. Online order never arrived. Hospital overcharged me. Builder is delaying the flat. Electrician ruined my wiring and will not return money. Sadhanam kedaayi, shop maattitharunnilla. Online order vannilla. സാധനം കേടായി, മാറ്റി തരുന്നില്ല. പണം തിരികെ കിട്ടുന്നില്ല.
What the law says
The Consumer Protection Act, 2019 covers defective goods, deficient service, unfair trade practices and misleading advertisements. It applies to online purchases through the E-Commerce Rules, so a marketplace seller and the platform can both be made parties.
A complaint must normally be filed within two years of the cause of action, and delay can be condoned only with reasons.
Where to file, by the value of the goods or service paid:
- District Consumer Disputes Redressal Commission — up to ₹50 lakh, in the district where you live or work, or where the opposite party operates.
- State Commission (Thiruvananthapuram) — above ₹50 lakh and up to ₹2 crore, and appeals from the District Commission.
- National Commission — above ₹2 crore.
Filing is online through e-Daakhil (edaakhil.nic.in), with a modest fee that is nil for small claims. A lawyer is not required; many complainants appear themselves. Mediation is offered and often settles the matter quickly.
Relief can include replacement, repair, refund, compensation for loss and mental agony, and the costs of the complaint.
Steps
- Complain to the seller or service provider in writing (email or the app's complaint form) and keep the ticket number.
- Send a written notice giving 15 days to put it right.
- If ignored, file on e-Daakhil: register, upload the complaint, the invoice and the notice, and pay the fee.
- Attend the hearings or the mediation. Keep the original bill and warranty card safe.
Keep ready
Invoice or order confirmation, warranty card, payment proof, photographs or video of the defect, chat and email records with the seller, and the service centre's job card.
Also useful
For a bank or NBFC complaint unresolved in 30 days, the RBI Ombudsman (cms.rbi.org.in) is free. For insurance, the Insurance Ombudsman. For telecom, the provider's appellate authority. For medical negligence, the consumer commission or the Kerala State Medical Council.
This guide is legal information, not legal advice, and reading it creates no advocate–client relationship. Laws change and every case turns on its own facts. For anything serious, consult an advocate — and if you cannot afford one, the District Legal Services Authority will give you a lawyer free of cost.
Ask about your own situation
Niyamam AI answers questions like this in Hindi, Malayalam or English. Describe what happened in your own words and it explains the law, the steps and the deadlines that apply to you.