Frequently Asked Questions about Consumer Complaint
is a consumer?
who buys goods or avails service against payment is a
do I know if I am a consumer?
Ask the following questions to yourself –
a) Have I received the product or service against my payment?
b) Have I paid the shop and received the bill? c) Do I have
the proof of payment? If answer is yes to all
the three questions, then you are a consumer.
How can a consumer take action against defective goods or defaulting service provider?
you have cash memo, proof of payment and warranty card
then you can file complaint to the consumer forum.
if I do not have the cash memo?
you cannot file a case in the consumer court. You need
to prove that you are a consumer by providing proof of
if I have only the cash memo, but not the warranty
can prove that you are the consumer by cash memo, but
you have to still prove that the product is under
warranty, failing which your consumer complaint may be
rejected if your issue is related to replacement under
is always better to ask the dealer to write warranty
period on the bill.
the time limit to file case in consumer court?
Within 2 years from the date of cause of action. Hence you should be alert and start the complaint process as early as possible.
International Consumer Rights Protection Council (ICRPC)
it a government body?
It is an NGO (Non Government Organisation).
ICRPC consumer court?
The President, Mr Arun Saxena, is M. Tech, MBA with Diploma in Journalism and Mass Communication, has served abroad for many years in Multinationals. Then after returning to India, he has given up his lucrative career to devote his full time in social work. He is straight forward and very focused to make consumer grievance redressal very easy, economical and systematic for common man. He is not greedy for money else he would have worked in a company on a fat salary. The website is free of advertisements; this is also an indication that revenue is not the main aim. Hence, you can depend on ICRPC for good service. Our strict procedures are not appreciated by some unorganized and undisciplined people so they may not like us and complain against us. Such people are less.
can ICRPC help me?
can file complaint with ICRPC. The officers at ICRPC
will send legal notice to the Opposite Party for out
of court settlement.
I complain to ICRPC over telephone?
Every complaint is required in writing with supporting
documents. There is a proper procedure for this.
to file complaint with ICRPC?
a blank email to email@example.com.
You will get the procedure for filing complaint in
your inbox (or spam box) within one minute. Send
complaint following the steps mentioned in that
procedure. After submitting online complaint form as
mentioned in procedure, you will get complaint number
for future reference. ICRPC will send legal notice to
the company with a copy to you.
if the Opposite Party does not settle the issue even
after receiving notice?
you have an option to file a case in the consumer
court. ICRPC will help you in making the case papers
for you to present in the court.
ICRPC charge fee for making the case papers?
Yes. Very nominal.
much fee is charged?
on the nature of complaint and the value of claims.
thought ICRPC provides free services being an NGO?
Your thought is wrong. Come out of the habit of receiving anything for free. You need to pay for the work done by any NGO. Our NGO is not supported financially by government or any other source. All NGOs will die soon if they do not get paid for their good work.
ICRPC does not take advertisements on its website so as to be fair and not to create an impression that ICRPC is more focused on revenue.
survives only on the small fee that the consumers pay
for sending notice and making case papers.
am looking for free service?
ICRPC is not the right place for you. No one will give
free service. As you pay for lunch when hungry and to
the doctor when sick, you should learn to pay for
advice and help given by NGO. If still you do not want
to pay, we cannot help you. You can search for other
options, if there are any.
I win the case in the consumer court?
one will answer such questions. It depends on the
court’s judge how he views your case and the
conditions prevalent therein.
99% of the cases filed through ICRPC, the consumer has
won the case.
the court punish me if I lose the case?
The court will never do that unless you presented fake
the case is not suitable, the court may dismiss the
much time it takes by the court to give judgment?
1.5 years and 3 years if everything goes on well.
is the benefit of going to the consumer court?
benefit is that over the refund/replacement you are
looking for, you will also get compensation and cost
spent on filing case in the consumer court. So, you
stand to benefit while the company stands to lose by
if the company does not obey the courts order?
is provision to get the company head arrested and
imprisoned. There is provision to get your amount
recovered by attaching and selling the properties of
the company. It is not so easy to avoid the consumer
if the company settles my matter while the case is
can inform the judge about this and your case will be
closed in the court.
there any fee to file case in the consumer court?
The amount is given on our website.
I need to hire a lawyer?
When ICRPC will make case papers for you, and ICRPC
will guide you at every step, you will not require any
lawyer. You can attend the hearings on your own. It is
a very easy process.
if I am unable to attend the court hearings due to
can send your authorized representative through power
of attorney. He can attend the hearings and sign for
I fie joint complaint with fellow citizens?
If the issue and the jurisdiction of court is the
same. It happens mostly when many buyers of flats in
the same building have common issues with the builder
or the housing society.
a small business house file a consumer complaint?
if the small business is for self-employment, the
owner can file a case in the consumer court. A big
organization or commercial company cannot take shelter
in the consumer court.
an employee file a case in the consumer court for
non-payment of salary?
He has to approach the labour court or other channels
open for him.
I file complaint against government department?
You pay taxes and the government department should
perform its work as required.
query has not been answered above, where can I ask for
email to firstname.lastname@example.org
with subject “Extra FAQ” and ask your
question by email in one sentence only.
question does not mean that you start narrating your
complaint issue to seek answer
whether you can file a case in the court or not. We
will ignore such queries asked under the said subject
“Extra FAQ” and you will not receive any reply.
Why ICRPC discourages discussion on telephone or face to face discussion?
ICRPC receives about 300 to 400 complaints every day. It come to 9000 complaints a month and 1,08,000 in a year. By telling your complaint you will get personal satisfaction that someone listened to your complaint, but ICRPC will not get satisfied without seeing the supporting documents and will not proceed with the action for an unknown person just on verbal complaint. ICRPC needs written complaint with your details and company details with supporting documents as evidence
Does ICRPC have unsatisfied consumers?
You will find such people everywhere. When we handle 1,08,000 to 1,50,000 complaints every year, there will be one or two people every year who will not like ICRPC strict procedures. Sometimes people want ICRPC to act as per their wish or give services for FREE, and when we don't, they become unhappy. Many times people do not follow ICRPC procedure properly, don't send documents properly, send loose documents that are lost, send documents in parts/installments, don't give fee details properly, and don't bother to read the procedure and act accordingly. Such people are bound to be unsatisfied when we reject their complaint. We try to avoid such people instead of wasting our time with these stubborn, unorganized and undisciplined people.
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International Consumer Rights Protection Council