An online shopping site is ignoring my complaint. What can I do?
Every e-commerce site has to appoint a grievance officer and show the officer's name, contact details and designation on the platform. The officer acknowledges your complaint within 48 hours and resolves it within one month of receiving it (Consumer Protection (E-Commerce) Rules, 2020, rules 4(4) and 4(5)). A seller on a marketplace carries the same duty (rule 6(4)(b)).
If the month passes, the National Consumer Helpline takes the complaint at the pre-litigation stage: call 1915, message 8800001915 on WhatsApp or SMS, or use consumerhelpline.gov.in. It forwards the complaint to the company and aims to resolve it within 45 days. Using it is optional.
A consumer commission complaint can be filed within two years of the cause of action, where you live or work, with no prior legal notice required, on e-Jagriti. The checker shows the commission, the fee and your last date.
From 1 January 2027, amended rules also require the site to give you a copy of the complaint as its grievance officer recorded it.
If this is where you are
I have bills, chats and letters for my complaint but no dated list of events and no index the forum will accept.
List of dates and events and annexure index for your complaint
A numbered list of dates and events and an index of annexures captioned for your complaint, with a sheet on marking and filing them.
Common questions
Do I need to send a legal notice before filing a consumer complaint?
No. The Consumer Protection Act 2019 does not require a prior notice.
Where do I find the grievance officer's details?
On the platform itself. The rules require the name, contact details and designation to be displayed.
Want this handled for you? Tell us where you stand and we prepare the papers and take you through the filing.