How a consumer complaint works in Lucknow
Consumer complaints are governed by the Consumer Protection Act, 2019. Complaints are heard by Consumer Disputes Redressal Commissions at three levels. A complaint can be filed where the opposite party carries on business or where the cause of action arose, and also where the complainant resides or personally works for gain (section 34(2)).
Which commission hears the complaint?
The forum depends on the value of the goods or services paid for, not on the compensation claimed:
| Value of goods or services paid | Commission |
|---|---|
| Up to ₹50 lakh | District Consumer Disputes Redressal Commission, Lucknow |
| Above ₹50 lakh and up to ₹2 crore | Uttar Pradesh State Consumer Disputes Redressal Commission, Lucknow |
| Above ₹2 crore | National Consumer Disputes Redressal Commission, New Delhi |
Pecuniary limits as set by the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021.
Time limit
A complaint must be filed within two years from the date the cause of action arose (section 69). A commission can condone delay only if sufficient cause is shown, so it is safer not to rely on that.
Filing fee
| Value of goods or services paid | Fee |
|---|---|
| Up to ₹5 lakh | Nil |
| ₹5 lakh to ₹10 lakh | ₹200 |
| ₹10 lakh to ₹20 lakh | ₹400 |
| ₹20 lakh to ₹50 lakh | ₹1,000 |
Complaints can be filed online through the government's e-Jagriti portal (which replaced e-Daakhil), or at the commission's filing counter.
Steps in a typical complaint
- Written complaint to the seller or service provider, keeping proof of the complaint and any reply.
- Filing the complaint with the facts, documents and the relief sought (refund, replacement, repair, compensation).
- Admission: the commission decides whether to admit the complaint, ordinarily within 21 days of filing (section 36).
- Notice and reply: the opposite party is directed to give its version within 30 days, which can be extended by up to 15 days (section 38).
- Mediation: where the parties agree, the commission can refer the dispute to mediation (section 37).
- Evidence, hearing and order.
- Appeal: an order of the District Commission can be appealed to the State Commission within 45 days (section 41).
The National Consumer Helpline (1915) can also be used to register a grievance before a formal complaint.
Frequently asked questions
Where is a consumer complaint filed in Lucknow?
If the goods or services paid for are worth up to ₹50 lakh, before the District Consumer Disputes Redressal Commission, Lucknow. Between ₹50 lakh and ₹2 crore, before the UP State Commission at Lucknow.
What is the time limit for a consumer complaint?
Two years from the date the cause of action arose (section 69, Consumer Protection Act, 2019).
Is there a fee for a consumer complaint?
No fee is payable where the value of goods or services paid is up to ₹5 lakh. Above that, the fee rises in slabs, for example ₹200 for ₹5 lakh to ₹10 lakh.
Can a consumer complaint be filed online?
Yes, through the e-Jagriti portal, which replaced the earlier e-Daakhil portal.
Can the order of the District Commission be challenged?
Yes. An appeal lies to the State Commission within 45 days of the order (section 41).