Failures, Complaints and Official Sources
Consumer complaint against an AC brand, dealer or service centre on e-Jagriti
How to file a consumer complaint in India over a defective AC or geyser, a refused warranty or an overcharging service centre: parties, documents, fees, limits and relief.
If an AC or geyser is defective, a warranty is refused without good reason, or a service centre overcharges or fails to repair, you can file a consumer complaint under the Consumer Protection Act, 2019 against the manufacturer (brand), the seller or dealer, the e-commerce platform where relevant, and the service provider. Complaints are filed online on e-Jagriti. For a household appliance the case goes to the District Consumer Disputes Redressal Commission, which hears matters where the value paid is up to ₹50 lakh. Complaints up to ₹5 lakh of consideration carry no filing fee under the current fee rules. The general limitation period is two years from the cause of action. Try the brand and the National Consumer Helpline (1915) first; it often settles the matter.
Part of AC or geyser problem: which official route to use. This is general information, not legal advice.
What you can complain about
| Ground under the Act | AC / geyser example |
|---|---|
| Defect in goods | Compressor fails repeatedly; geyser tank leaks within months |
| Deficiency in service | Installation faults; repeated failed repairs; AMC visits not made |
| Unfair trade practice | Refusing a valid warranty; charging above MRP; billing parts not fitted |
| Misleading advertisement | Star rating or features claimed that the product does not have |
| Product liability | Harm caused by a defective product, for example a shock from a geyser |
Who to name as opposite parties
- The manufacturer (brand's registered company name, from the warranty card or website)
- The dealer or seller who issued the invoice
- The e-commerce entity if bought online and the issue relates to its role (online purchase delays)
- The authorised service centre or installer if the problem arose from their work
Naming the right parties matters; the commission can only order relief against parties before it.
Before filing: a final written notice
Send a dated notice by email and, for larger amounts, by registered post or courier:
- Your details, product, model, serial number and invoice
- Timeline of the problem and complaint numbers
- What the warranty or contract promised
- What you want, within a deadline (for example 15 days)
- That you will approach the consumer commission otherwise
Filing on e-Jagriti: the basics
| Point | What to know |
|---|---|
| Platform | e-Jagriti, for filing, fee payment, tracking and hearings |
| Commission | District for up to ₹50 lakh paid; State above ₹50 lakh to ₹2 crore; National above ₹2 crore |
| Place | Where you reside or work, where the opposite party is, or where the cause of action arose |
| Fee | Nil up to ₹5 lakh consideration; a fee scale above that |
| Time limit | Two years from the cause of action; delay may be condoned for sufficient cause |
| Representation | Yourself, an advocate or an authorised agent |
Documents to upload
- Complaint and list of dates
- Invoice, warranty card, installation job sheet
- Service reports, bills and AMC contract
- Photos and videos of the defect, label and serial plate
- Correspondence and complaint numbers, including NCH docket
- Proof of payment (bank, card or UPI statements; EMI statement if financed)
- Any independent technician's written opinion
Relief you can ask for
The commission can order, among other things, removal of the defect, replacement, refund of the price, compensation for loss or injury, discontinuation of an unfair practice, and costs.
Illustrative claim
| Item | Amount (illustrative) |
|---|---|
| Price of a 1.5-ton AC that failed three times in the first year | ₹43,000 |
| Installation charges paid | ₹4,500 |
| Paid service visits during the dispute | ₹1,200 |
| Interest paid on EMI for the period it did not work | ₹1,800 |
| Compensation for harassment and inconvenience (asked) | ₹15,000 |
| Litigation costs (asked) | ₹5,000 |
| Total claimed | ₹70,500 |
The value of goods and services paid is ₹47,500, below ₹50 lakh (District Commission) and below ₹5 lakh (no fee under current rules). The commission decides how much is reasonable; compensation awarded may be less. If the AC was financed, the EMI calculator helps show interest paid.
What to expect after filing
- The commission examines admissibility and may refer the matter to mediation if both sides agree.
- Notice is issued to opposite parties, who file replies.
- You may file a rejoinder and evidence by affidavit.
- Hearings may be in person or by video.
- The Act sets target timelines for disposal; in practice cases can take longer.
Practical tips
- Keep the AC or geyser and failed parts as evidence; do not discard them.
- If the commission appoints an expert or orders testing, cooperate promptly.
- Keep claims proportionate and supported by bills.
- Check whether the brand offers a settlement during mediation or after notice.
Related: warranty claim rejected, gas refill overcharging.
FAQ
Can I file against the brand if I bought from a local dealer?
Yes. You can name both the manufacturer and the dealer. Their responsibilities may differ.
Is a complaint possible after the warranty has ended?
Yes, if the defect existed or the cause of action arose within the limitation period. Out-of-warranty status does not end consumer rights automatically, but proof becomes harder.
Do I need to be present for every hearing?
You or your representative should attend. Many commissions allow video hearings; check your commission's practice.
Sources
- e-Jagriti — online filing and case status
- National Consumer Helpline — pre-litigation resolution, 1915
- Department of Consumer Affairs — Consumer Protection Act, 2019 and rules
- National Consumer Disputes Redressal Commission — commission information
