Short answer: The Consumer Protection Act, 2019 gives you six rights: safety, information, choice, being heard, redressal and consumer awareness. If a product or service lets you down, complain to the seller first, then use the National Consumer Helpline (1915), and if needed file a case with the District, State or National Consumer Commission online through e-Jagriti within two years. For banks, NBFCs and loan apps, there is a separate fast route: the lender’s grievance officer, then the RBI Ombudsman.
Last updated: 13 October 2026.
Your six consumer rights
The National Consumer Helpline lists these rights under the 2019 Act:
| Right | What it means in practice | Everyday example |
|---|---|---|
| Right to safety | Protection from goods and services that endanger life or property | Choosing ISI-marked electrical items; a pressure cooker that fails safety norms |
| Right to be informed | Correct information on quality, quantity, price, standard | MRP, expiry date, ingredients; a loan’s Key Facts Statement |
| Right to choose | Access to a variety of goods and services at competitive prices | Buying motor insurance from any insurer, not only the dealer’s tie-up |
| Right to be heard | Your interests get due consideration in the right forums | A consumer commission must hear your side before deciding |
| Right to seek redressal | Fair settlement against unfair trade practices or exploitation | Refund, replacement or compensation for a defective product |
| Right to consumer awareness | Knowledge to make informed choices | Learning how to check a lender’s RBI registration |
Common unfair trade practices to watch for
- Charging more than the MRP, or adding “service charges” that were not disclosed
- Misleading discounts, such as a “70% off” price on an inflated original price
- Refusing to honour a warranty or a published return policy
- Selling an insurance policy or add-on you did not ask for along with a loan or a vehicle
- Hidden charges that appear only after payment
India marks World Consumer Rights Day on 15 March and National Consumer Day on 24 December, but these rights apply every day you buy something. Knowing them is the first step; using them, in writing and on time, is what gets results. If a mis-sold policy is the problem, our insurance basics hub explains what you should have been told.
What the 2019 Act added
The 2019 Act replaced the 1986 law. The original version of this article, written in 2022, listed the rights but not the tools. These are the parts that matter most when you have a problem:
- Central Consumer Protection Authority (CCPA): Can investigate violations of consumer rights, unfair trade practices and misleading advertisements, including on its own.
- Product liability: Manufacturers, sellers and service providers can be held liable for harm caused by a defective product or deficient service.
- Mediation: With both parties’ consent, cases can go to mediation; there is no fee, and a mediated settlement is final.
- E-filing: You can file and attend hearings online, and file where you live or work, not only where the seller is.
- E-commerce: Online marketplaces and sellers are covered, including rules on returns, refunds and grievance officers.
How to complain: a step-by-step route
- Write to the seller or service provider. Email customer care with your invoice, photos and what you want (repair, replacement, refund). Keep the ticket number.
- Escalate to their grievance officer. E-commerce sites, banks and NBFCs must name one.
- Call the National Consumer Helpline. Dial 1915, or use WhatsApp, SMS, the NCH app or the Umang app. NCH works in 17 languages and often gets companies to respond before litigation.
- File a consumer complaint. Use e-Jagriti, the single online platform for all consumer commissions that went live on 1 January 2025, according to PIB. You can file, pay fees and attend virtual hearings online.
- Mediate or argue. The commission may suggest mediation; otherwise it hears both sides and passes an order.
The complaint must be filed within two years from the date the cause of action arose.
Which consumer commission to approach
The forum depends on the value of the goods or services you paid for, under the Consumer Protection (Jurisdiction) Rules, 2021:
| Commission | Value of goods or services paid |
|---|---|
| District Commission | Up to ₹50 lakh |
| State Commission | Above ₹50 lakh and up to ₹2 crore |
| National Commission (NCDRC) | Above ₹2 crore |
Example: Ravi (illustrative) buys a ₹45,000 refrigerator that stops cooling within a month. The brand’s service centre makes three visits and then refuses replacement. Ravi emails the company, calls 1915, and when nothing changes, files on e-Jagriti before the District Commission because the price is well under ₹50 lakh. He can ask for a replacement or refund plus reasonable compensation and costs.
Consumer rights in loans, banking and insurance
Financial services are where consumer rights are tested most often, and they come with extra, specialised protections:
- Right to know the full cost: RBI’s Key Facts Statement rules require lenders to disclose the APR and all charges upfront. A fee not in the KFS cannot be charged without your explicit consent. See APR vs interest rate and the KFS.
- Right to accurate credit data: You can get a free credit report each year and dispute errors, with compensation for delays. See your rights over your credit report and how to raise a CIBIL dispute.
- Right to your documents after closure: Lenders must return property documents and issue NOCs on closure. See closing a loan and getting an NOC.
- Right to a regulated lender: Borrow only from banks and NBFCs you can verify; here is how to check if a loan app is RBI-approved.
The RBI Ombudsman route
For complaints against banks, NBFCs, payment companies and credit bureaus, complain to the entity first. If it does not reply within 30 days, or you are unhappy with the reply, you can approach the RBI Ombudsman under the Integrated Ombudsman Scheme, 2026, in force from 1 July 2026. File within 90 days of the entity’s response deadline or its last reply, whichever is later. The service is free. Our guide to RBI rules for borrowers covers the details.
For insurance disputes, start with the insurer’s grievance cell and then the Insurance Ombudsman. For investment products, use the market regulator’s complaint system. Consumer commissions remain an option in many cases too.
Compare loan offers with the full Key Facts Statement in view, from RBI-regulated lenders.
Tips that make complaints succeed
- Keep invoices, warranty cards, chat screenshots and emails. Commissions decide on evidence.
- Put every important conversation in writing, even if it started on the phone.
- Be specific: what went wrong, when, what you want, and by what date.
- Do not pay “agents” who promise to get your refund faster. Report fraud attempts instead; see how to avoid financial frauds and common loan scams.
- Keep track of the two-year limit from the date of the problem.
Frequently asked questions
What are the six consumer rights in India?
The right to safety, the right to be informed, the right to choose, the right to be heard, the right to seek redressal and the right to consumer awareness, as recognised under the Consumer Protection Act, 2019.
How do I file a consumer complaint online?
Use e-Jagriti, the online platform for consumer commissions. You can file the complaint, pay the fee and attend hearings online. You can also first try the National Consumer Helpline on 1915.
Is there a time limit for filing a consumer complaint?
Yes. A complaint should be filed within two years from the date the cause of action arose. Delays beyond that need a good reason accepted by the commission.
Can I file a consumer complaint against a bank or NBFC?
Yes, deficiency in banking or lending services can go to a consumer commission. Many borrowers first use the free RBI Ombudsman route after complaining to the lender and waiting 30 days.
Which commission handles a ₹1 crore complaint?
The State Commission, which handles complaints where the value of goods or services paid is above ₹50 lakh and up to ₹2 crore.
Sources
- National Consumer Helpline: Consumer Protection Act 2019
- PIB: Consumer Protection (Jurisdiction) Rules, 2021
- PIB: e-Jagriti and the National Consumer Helpline
- RBI: Integrated Ombudsman Scheme, 2026 FAQs
- RBI: Key Facts Statement for loans and advances
Disclosure: FundsTiger (Gatimaan Finance Advisors Pvt. Ltd.) is a loan marketplace and lending service provider for RBI-regulated lenders. Aparampaar Finance Pvt. Ltd. (Omozing), one of those lenders, is a related party of FundsTiger. This article is general information, not financial advice. Read your loan agreement and KFS before you decide.