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The short answer
File before the District Commission if the price paid is up to ₹50 lakh, the Odisha State Commission at Cuttack if it is above ₹50 lakh and up to ₹2 crore, and the National Commission above that. You can file where you live or work, online on e-Jagriti (formerly e-Daakhil), within two years of the cause of action. There is no fee up to ₹5 lakh.
Who can complain, and about what
Under the Consumer Protection Act, 2019, a consumer is a person who buys goods or avails of services for consideration, other than for resale or a commercial purpose. Online purchases are expressly covered. A complaint can be about:
- defective goods, or deficiency in service (for example banking, insurance, telecom, courier, education, medical, travel and housing services);
- unfair trade practices or restrictive trade practices, including false or deceptive advertisement;
- overcharging, above the price fixed by law, displayed or agreed; and
- product liability, for harm caused by a defective product.
Some common complaints have their own guides: builder delay and Odisha RERA complaints, rejected insurance claims, electricity bill disputes, online shopping complaints and medical negligence complaints.
Which commission: the pecuniary limits
Under the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021, notified on 30 December 2021, jurisdiction depends on the value of the goods or services paid as consideration, not on the compensation claimed:
| Consideration paid | Commission | In Odisha |
|---|---|---|
| Up to ₹50 lakh | District Consumer Disputes Redressal Commission | One for each district |
| Above ₹50 lakh and up to ₹2 crore | State Consumer Disputes Redressal Commission | Odisha State Commission, Cuttack |
| Above ₹2 crore | National Consumer Disputes Redressal Commission | New Delhi |
So a buyer who paid ₹40 lakh for a flat goes to the District Commission even if claiming more than that in compensation and interest.
Where to file: territorial jurisdiction
Under Section 34(2), a complaint can be filed before the District Commission within whose limits:
- the opposite party resides, carries on business or has a branch office;
- the cause of action arose, wholly or in part; or
- the complainant resides or personally works for gain.
The last option, new in the 2019 Act, means a consumer in Bhubaneswar can usually file in the Khordha District Commission against a company based elsewhere. The same rule applies to the State Commission.
Time limit
A complaint must be filed within two years from the date on which the cause of action arose (Section 69). A commission can admit a later complaint if it is satisfied there was sufficient cause for the delay, with an application explaining it. For a continuing default, such as a builder who has not delivered possession, the cause of action is generally treated as continuing until delivery or refund.
Filing online: e-Jagriti (formerly e-Daakhil)
Complaints can be filed online. The e-Daakhil portal, launched in 2020, was integrated with the commissions' case management systems into the e-Jagriti platform of the Department of Consumer Affairs from 1 January 2025, and is available for commissions in all States, including Odisha. Through it a consumer can register, draft or upload the complaint, pay the fee online, and track the case. Complaints can also still be filed physically at the commission's office.
- Register on e-jagriti.gov.in as a consumer or advocate.
- Choose the commission (for example, the District Commission for your district).
- Enter the parties, the facts, and the relief sought, and upload the complaint, affidavit and documents as PDFs.
- Pay the fee and submit; note the filing number and watch for the admission date.
Fees
There is no fee for complaints where the consideration paid is up to ₹5 lakh. Above that, a fee graded by the value of the consideration is payable, rising for the State and National Commissions. The schedule has been revised since 2020, so check the current fee shown on e-Jagriti or at the commission before filing.
What to put in a complaint
- Your name and address, and the opposite party's correct name and address (for a company, its registered office and the local branch).
- A date-wise account: what you bought or booked, the amount paid, what went wrong, and what you did to resolve it.
- Documents: invoice or receipt, agreement or allotment letter, warranty, correspondence, payment proof, photographs, and any independent technical report on the defect.
- The reliefs: repair, replacement, refund, compensation, interest, and litigation costs.
- An affidavit verifying the complaint.
Sending a written notice to the trader or service provider before filing is not a legal requirement in most cases, but it often helps, and the reply (or silence) becomes useful evidence. The National Consumer Helpline (1915, and online at consumerhelpline.gov.in) can also be used to try for a resolution before filing.
How the case moves
- Admission. The commission decides whether to admit the complaint, ordinarily within 21 days.
- Notice and reply. The opposite party is given 30 days, which the commission may extend by up to 15 days, to file its version.
- Mediation. Where there is scope for settlement, the commission can refer the parties to mediation with their consent (Section 37).
- Evidence and hearing. Usually by affidavit, with written arguments. Commissions can also hear matters by video conference.
- Order. The Act aims for decision within three months where no testing of goods is needed, and five months where it is, though actual times vary.
Builder delay and housing complaints
Delay in delivering a flat or plot, failure to provide promised amenities, and poor construction are deficiencies in service. The commission can order possession with compensation for delay, or a refund with interest. The Supreme Court has held that homebuyers can approach a consumer commission even though the Real Estate (Regulation and Development) Act, 2016 also provides a remedy before the Real Estate Regulatory Authority (Imperia Structures Ltd. v. Anil Patni, 2020). Remember the pecuniary limit depends on the total consideration paid. Before buying, see the land and property checklist.
Appeals and enforcement
- An appeal from a District Commission lies to the State Commission within 45 days, and requires deposit of 50 per cent of the amount ordered (Section 41).
- An appeal from the State Commission lies to the National Commission within 30 days (Section 51).
- Failure to comply with a commission's order is punishable under Section 72.
Free legal services are available to eligible persons; see free legal aid in Odisha. Consumer work is described under consumer disputes, and commission addresses are listed under courts.
Odia terms used in this guide
| Odia | Transliteration | Meaning |
|---|---|---|
| ଉପଭୋକ୍ତା | upabhokta | consumer |
Frequently asked questions
What is the limit of the District Consumer Commission?
Since the 2021 Jurisdiction Rules, the District Commission hears complaints where the value of goods or services paid as consideration is up to ₹50 lakh. The State Commission hears above ₹50 lakh up to ₹2 crore, and the National Commission above ₹2 crore.
Can I file a consumer complaint online in Odisha?
Yes. Complaints can be filed on the e-Jagriti platform, into which the earlier e-Daakhil portal was integrated from 1 January 2025. The fee can be paid and the case tracked online.
What is the time limit for filing a consumer complaint?
Two years from the date the cause of action arose, under Section 69 of the Consumer Protection Act, 2019. A later complaint can be admitted if the commission accepts the reason for the delay.
Is there a fee for filing a consumer case?
No fee is payable where the consideration paid is up to ₹5 lakh. Above that a graded fee applies; check the current schedule before filing.
Can I file a consumer case against a builder for delay in possession?
Yes. Delay in possession is a deficiency in service, and the Supreme Court has held that homebuyers can approach a consumer commission even though RERA also provides a remedy.
Do I need an advocate to file a consumer complaint?
No. A consumer can file and argue the complaint personally, or through an authorised representative or an advocate.
Official sources
- Consumer Protection Act, 2019 (India Code)
- e-Jagriti: online consumer complaint platform
- National Consumer Disputes Redressal Commission
- National Consumer Helpline
- Report on the 2021 Jurisdiction Rules (SCC Online)
General information, not legal advice. Every matter turns on its own facts and documents, and the law and official procedures change. Check the current position with the concerned office, or take advice on your own facts, before acting.