Consumer Litigation · For businesses and service providers
What to do on receiving notice of a complaint, and how to prevent them. General legal information only.
On receiving notice
- Note the date of receipt: the time to file a reply is limited and the Commission may proceed without your reply once it passes.
- Collect the sale record, agreement, terms, correspondence and complaint history.
- Check whether the complainant is a consumer under the Act and whether the Commission has jurisdiction on value and territory.
- Appear on the date and file your written version with documents.
- Consider an early settlement or mediation where the claim has merit.
Reducing the risk
- Keep clear, accurate advertisements and product claims.
- Use fair contract terms. Unfair contract terms can be challenged.
- Respond to customer complaints promptly and keep records.
- Display the details a platform or seller must disclose, and handle refunds and returns as promised.
- Train front-line staff on complaint handling and escalation.
Product liability
The Act also covers product liability for harm caused by defective products or deficient services. Quality checks and insurance are part of risk control.
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Important disclaimer: This article is general legal information, not legal advice. It does not create a lawyer-client relationship and is not an advertisement or solicitation under Bar Council of India rules. Verify current statutes, rules and judgments before relying on it.
