Consumer Disputes

The Consumer Protection Act, 2019 gives consumers a simpler route than a civil suit for complaints about defective goods, deficient services and unfair trade practices, before Consumer Disputes Redressal Commissions at the district, state and national levels.

What this area covers

Preparing and presenting complaints, replies, evidence and appeals before the District and State Consumer Disputes Redressal Commissions, for example over defective goods, deficient banking, insurance, housing, medical or other services, and unfair trade practices.

Who can complain

A "consumer" is broadly a person who buys goods or hires or avails of services for consideration, other than for resale or a commercial purpose. Complaints can also be filed by recognised consumer associations and, in some cases, by the Central or State Government.

Which Commission

These limits are set by the Consumer Protection (Jurisdiction of the District Commission, the State Commission and the National Commission) Rules, 2021. A complaint may be filed where the opposite party carries on business, where the cause of action arose, or where the complainant lives or works.

Time limit and filing

A complaint should be filed within two years of the date on which the cause of action arose; a Commission may admit a later complaint if there is sufficient cause for the delay. Complaints can be filed in person or online through the e-Jagriti portal (which replaced e-Daakhil from 1 January 2025). Commissions may also refer a dispute to mediation where both sides agree.

How a complaint usually moves

1. A notice to the seller or service provider, setting out the grievance (often useful, and sometimes resolves the matter).
2. Filing the complaint with copies of bills, warranties and correspondence.
3. Admission, notice to the opposite party and its written version.
4. Evidence, usually by affidavit, and arguments.
5. Order, with appeal to the State or National Commission.

Forums

Depending on the matter, proceedings in this area are typically before:

• District Consumer Disputes Redressal Commissions
• State Consumer Disputes Redressal Commission, Odisha
• Odisha Real Estate Regulatory Authority, for complaints about registered real-estate projects

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.