DISPUTES & REPLIES

Reply to Customer Complaint (Consumer Protection Act)

Use when a customer complains, sends a notice, or threatens a case before the Consumer Commission. A prompt, factual reply with a fair offer often ends the matter, and it is the record a Commission will read if the customer files on e-Daakhil.

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2 of 12 required fields filled

10 required fields still empty — shown highlighted in the letter.

Your business name *

Your registered address *

Your GSTIN

Authorised signatory *

Signatory designation

Recipient name *

Attention (person / designation)

Recipient address *

How the complaint came

Date of complaint *

Order / invoice / ticket reference *

What the customer says *

Facts from your records (one per line) *

Resolution offered

Resolution details

Offer open for (days)

Grievance officer name, e-mail & phone *

Place *

Date *

Laws this relies on

Consumer Protection Act, 2019Consumers may complain about defective goods, deficient services or unfair trade practices before the Consumer Commissions.
Consumer Protection Act, 2019Complaints can be filed online through the e-Daakhil portal.
Consumer Protection (E-Commerce) Rules, 2020Online sellers must have a grievance officer who acknowledges complaints within 48 hours and redresses them within one month.

How to execute

Sign on your letterhead and send. No stamp paper needed.

Reply by the same channel the customer used (e-mail or post), keep proof of sending, and log the complaint in your grievance register. Do not offer anything you cannot deliver, and keep the tone courteous — the Commission may read this letter.

Click anywhere in the letter to edit it. Changes to the form keep flowing in.

This is a general template, not legal advice. Laws, stamp duty and procedures vary by state and change over time — have a qualified advocate review it for your facts before signing or sending.