Consumer rights in India

How to file a complaint — and make it stick.

A bad delivery is not just frustrating — if you were overcharged, short-delivered, sold an expired product, or denied a lawful refund, it is a consumer grievance under Indian law. This page lists the free, official channels you can use, what evidence to collect, and how to escalate if the platform ignores you.

What law protects you?

The Consumer Protection Act, 2019 gives every person who buys goods or services for personal use the right to:

• Protection from unfair trade practices, misleading ads and false claims (Section 2(47))
• Relief against defective goods, deficient services, overcharging and unfair contracts
• File a complaint free of cost or for a nominal fee before the District, State or National Consumer Disputes Redressal Commission
• Seek compensation, refund, replacement, removal of defect, discontinuation of the unfair practice, and costs

For food specifically, the Food Safety and Standards Act, 2006 and rules made under it prohibit unsafe food, expired food, misbranded food, and food that does not meet quality standards. FSSAI and State Food Safety Departments can inspect, penalise and recall such products.

Step-by-step: from app chat to legal complaint

1. 01

   Collect evidence before it disappears

   • •Order confirmation and final invoice (PDF or screenshot)
   • •Product photos: MRP, expiry/use-by date, batch number, damaged packaging
   • •Chat / support screenshots with timestamps and ticket numbers
   • •Refund / cancellation status screens
   • •Any email or SMS from the platform
2. 02

   Complain inside the app, in writing

   Raise the issue once through the platform's support chat or email. Keep the ticket number. This shows you gave the company a chance to resolve the matter — useful if you later go to a consumer forum.

3. 03

   National Consumer Helpline (NCH) — 1915

   Call 1915 (toll-free) or register at consumerhelpline.gov.in. The NCH is run by the Department of Consumer Affairs and can mediate with the company. It is fast, free, and creates a government record of your grievance.

4. 04

   e-Daakhil — formal consumer complaint

   If the issue is unresolved or involves significant money, file at edaakhil.nic.in. You can file before the District Consumer Disputes Redressal Commission (DCDRC) on your own — no lawyer is required for small-value cases. The fee is nominal and based on the compensation claimed.

   Jurisdiction is usually the district where you live or where the opposite party has an office. For claims up to ₹50 lakh, approach the District Commission; ₹50 lakh–₹10 crore, the State Commission; above ₹10 crore, the National Commission.

Expired, stale or unsafe food — complain to FSSAI

Quick-commerce apps deliver perishables. If you receive expired chicken, stale dairy, mouldy bread, or food that smells / tastes unsafe, you can complain to the food safety regulator directly. The platform cannot override food-safety law with a refund policy.

Other useful channels

• CPGRAMS / INGRAM (pgportal.gov.in) — For grievances against government departments and public-sector bodies; also used to escalate consumer issues to ministries.
• Department of Consumer Affairs (consumeraffairs.nic.in) — Runs the NCH and publishes advisories on unfair trade practices.
• State Legal Services Authority / District Legal Services Authority — Free legal aid clinics can help you draft and file a consumer complaint if you cannot afford a lawyer.
• Local police / District Food Safety Officer — For serious adulteration, fake/expired branded products, or large-scale public health risk.

Draft complaint format

You do not need fancy legal language. A clear, dated complaint should include:

Quick reference table