Two ways to file without being physically present
NRIs facing a defective product or deficient service in India -- a delayed real-estate project, a mis-sold
banking or insurance product, an airline dispute, or an online purchase gone wrong -- are not required to
travel to India to pursue a consumer complaint. The Consumer Protection Act, 2019’s e-filing system
(e-Jagriti, the unified portal that absorbed the earlier e-Daakhil portal from 1 January 2025) allows a
complaint to be filed, tracked, and, for many hearings, argued via video conferencing entirely online. As an
alternative or supplement, an NRI can authorize a representative in India -- typically a relative, or an
advocate -- to file and pursue the complaint on their behalf under a Power of Attorney, provided that
document has been properly executed and authenticated for use in India (see this site’s Contract Law
coverage of Powers of Attorney executed abroad for the apostille/attestation requirements that generally
apply).
Where an NRI can file -- the residence-based jurisdiction rule
A change carried over from the Consumer Protection Act, 2019 that particularly benefits NRIs and other
consumers who do not live near the opposite party: territorial jurisdiction under the Act allows a complaint
to be instituted at a Commission within whose local limits the complainant resides or personally works for
gain, in addition to where the opposite party resides or carries on business, or where the cause of action
arose. In practice, this means an NRI who retains an Indian residential address, or who is filing through a
representative resident in India, may often be able to choose a Commission convenient to that Indian address
rather than being limited to wherever the builder, bank, or company is headquartered -- though which specific
address counts as the relevant place of residence for a given complaint can be fact-specific and is worth
confirming before filing.
Common deficiency-of-service claims NRIs bring
Several recurring fact patterns generate consumer complaints from the NRI community specifically: delayed
possession or non-delivery by real-estate developers (which may also separately be pursued before RERA
authorities, depending on the facts and the relief sought); deficiency in banking services such as mishandled
NRE/NRO account instructions, unauthorized transactions, or mis-sold investment products; airline disputes
over cancellations, denied boarding, or lost baggage on India-bound or India-origin flights; and online
purchases or services -- covered under this hub’s E-Commerce & Online Consumer Issues page -- where a
seller based in India failed to deliver as promised. Because remedies, forums, and limitation periods can
differ across these fact patterns (and some, like real estate, involve a choice between consumer forums and a
sector-specific regulator), NRIs are generally well advised to identify the correct forum for their specific
grievance before filing, rather than assuming the Consumer Commission is automatically the only or best
option.
Do I have to travel to India to file or pursue a consumer complaint?
No -- complaints can be filed and, for many hearings, argued through the e-Jagriti online portal, and an
authorized representative in India acting under a properly authenticated Power of Attorney can also file and
pursue the case on an NRI’s behalf without the NRI needing to be physically present.
Can I file my consumer complaint in the city where I have an Indian address, even if the company is based elsewhere?
Generally yes -- the Consumer Protection Act, 2019 allows filing at a Commission within whose local limits
the complainant resides or personally works for gain, in addition to where the opposite party is based or the
cause of action arose, though which address qualifies can be fact-specific and is worth confirming for your
situation.
Is a Power of Attorney enough for someone to file a consumer complaint on my behalf?
Generally yes, provided the Power of Attorney is validly executed and properly authenticated (apostille or
Indian consular attestation, as applicable) and specifically authorizes the representative to file and pursue
consumer proceedings -- Commissions may scrutinize the scope and authentication of the document, so it is
worth having it drafted with this specific use clearly covered.
