How To File a Claim with Consumer Court

Step-by-Step Guide

1. Gather evidence (do this BEFORE anything else)

Essential documents and evidence to collect:

  • Purchase receipt / invoice / order confirmation / payment proof.
  • Warranty documents, service contracts, and any representations made by seller.
  • Photos/videos of defective item or screenshots of the problem.
  • A short chronology (dates + what happened).
  • Copy of your CNIC (front).
  • Copies of any communications with the seller (email threads, chat screenshots).
  • Names and addresses of the seller/service provider and branch (if known).
2. Try informal resolution (1–2 business days)

Call/visit the seller’s customer service/branch. Explain the issue, demand remedy (refund/repair/replacement/compensation) and record:

  • Name of the representative you spoke to
  • Date and time
  • Outcome of the call/visit
3. Serve a 15-day legal notice (usually mandatory)

If informal resolution fails, send a formal 15-day legal notice demanding redress. Typical practice:

  • State facts, loss claimed, remedy sought and give 15 days to comply.
  • Send by registered post (AD), courier with delivery proof, or hand-deliver against signed acknowledgement.
  • Keep proof of delivery to attach when filing the complaint.
4. Decide where to file (jurisdiction)

File in the District Consumer Court where the cause of action arose or where the defendant does business. Each province has its own consumer protection law and local court names—verify your district court.

5. Prepare the complaint (what to write & attach)

The complaint / plaint should include:

  • Court name and subject line (e.g., “Complaint under [Province] Consumer Protection Act, 20XX”).
  • Your full particulars (name, CNIC, address, phone).
  • Defendant’s particulars (name/address).
  • Short chronological statement of facts (numbered paragraphs).
  • Relief sought (refund, replacement, damages, costs, injunctions, etc.).
  • List of documents attached (receipts, 15-day notice + delivery proof, photos, correspondence).
  • Signature and verification/affidavit if required by court rules.
6. Filing at the court (how to submit)
  • Submit the complaint at the District Consumer Court registry during working hours. Make the required number of copies (commonly 3–4, confirm locally).
  • Some districts offer online/e-filing — check your provincial consumer protection portal first.
  • In many provinces consumer court cases do not require a court fee — verify locally.
7. After filing — service & first hearing

The court will issue summons and set a hearing date. Consumer courts often encourage conciliation and follow summary procedures. Attend hearings with originals of your documents (keep copies to submit).

8. Remedies, timelines & appeals

The court may order repair, replacement, refund, damages, costs or injunctions. Appeal routes and timelines differ by province — check the relevant Act for appeal procedure.

9. Practical tips
  • Keep originals accessible but provide certified copies to the court and do not hand originals to the respondent unless required.
  • Maintain a labelled case file with photocopies of every document.
  • Consider hiring a lawyer for complex/high-value cases.
  • Seek guidance from consumer NGOs or provincial directorates (they sometimes assist with complaints).
Checklist — Documents to attach with your complaint
  • Complaint / plaint (duly signed) and required copies.
  • Copy of 15-day legal notice + proof of delivery.
  • Copies of receipts, invoices, warranties, contracts.
  • Copies of correspondence with seller (emails, chats).
  • Photos/videos and a short chronology.
  • Copy of complainant’s CNIC.
  • Address for service of respondent.
  • Power of attorney if filed by agent/counsel.

Templates

Template 1 — 15-Day Legal Notice
[Your Name]
[Address]
[City, Postal Code]
CNIC No: [Your CNIC]
Phone: [Your Mobile]
E-mail: [Your email]

Date: [DD / MM / YYYY]

To
[Name of Defendant / Seller / Service Provider]
[Address]

Subject: Legal Notice (15 days) under Section 28(1), [Province] Consumer Protection Act

Dear Sir / Madam,

1. I, [Your Name], resident of the address given above, purchased / engaged with you [product or service] on [date], vide receipt / invoice No. [invoice number] (copy enclosed).

2. The said product / service is defective / deficient in service / not as per specifications / not delivered / faulty as follows:
   - [Describe defect / deficiency, dates and specifics]
   - [Attempts to get remedy and the seller's response]

3. Under the warranty / guarantee / representations made by you, you are obligated to rectify, repair, replace or refund as appropriate.

4. I hereby call upon you to [repair / replace / refund / pay compensation of Rs. ___] within 15 days of receipt of this notice.

5. If you fail to comply within 15 days, I will initiate proceedings before the District Consumer Court seeking relief including costs and damages.

Enclosures:
- Copy of invoice / receipt
- Copy of warranty / guarantee (if any)
- Photos / videos / evidence of defect
- Copies of prior correspondence (if any)

Yours faithfully,

__________________________
(Signature)
[Your Name]
CNIC: [Your CNIC]
Address: [Your address]
Template 2 — Consumer Court Complaint / Plaint (Sample)
BEFORE THE CONSUMER COURT, [City / District]

Complaint No. ___ / 20__

[Your Name]
Son / Daughter of [Father’s Name]
Resident of [Your full address]
CNIC No. [Your CNIC]
Contact No. [Your phone]
... Complainant

VERSUS

1. [Name of Respondent 1 / Seller / Manufacturer]
   Address: [Full address]

... Respondent(s)

COMPLAINT under Section [relevant] of the [Province] Consumer Protection Act

Respectfully Sheweth:

1. That the addresses of the parties given above are correct and notices may be served at those addresses.

2. That on [date], the complainant purchased [product / availed service] from the respondent(s) vide invoice/order no. [—] for Rs. [amount] (Annexure A).

3. That the respondents provided a warranty/guarantee of [duration] (Annexure B).

4. That after [period], the product/service became defective / deficient as follows:
   - [Detail defects and dates and attempts to remedy]

5. That the complainant served a 15-day notice on the respondents but they failed/refused to comply (Annexure C).

6. That due to respondents' conduct, the complainant suffered loss and mental distress amounting to Rs. [amount].

PRAYER
In view of the above, it is prayed that this Hon’ble Court may be pleased to:

a) Direct the respondents to repair / replace / refund the product/service.
b) Order respondents to pay compensation of Rs. [amount].
c) Order respondents to bear litigation costs.
d) Grant any other relief deemed fit.

List of Annexures:
1. Annexure A: Invoice / receipt
2. Annexure B: Warranty / guarantee
3. Annexure C: 15-day notice + proof of delivery
4. Annexure D: Photos / evidence
5. Annexure E: Correspondence / repair records
6. Annexure F: Complainant's CNIC copy

Verification:
I, [Your Name], do hereby verify that the facts stated above are true and correct to my knowledge.

Date: [DD / MM / YYYY]
Place: [City]

(Signature)
[Your Name]
CNIC: [Your CNIC]