Failures, Claims and Official Sources
Consumer complaint against a roofing, waterproofing or painting contractor on e-Jagriti
How a household can complain about a failed roof, waterproofing, cladding or paint job in India: notice, National Consumer Helpline, e-Jagriti filing, limits, fees and timelines.
If a contractor's roof, waterproofing, cladding or painting work on your own home fails and the contractor will not put it right, you can file a consumer complaint for deficiency in service under the Consumer Protection Act, 2019. Before that, send a written notice and try the National Consumer Helpline (1915). Complaints are filed online on e-Jagriti, the platform that replaced e-Daakhil and other systems from 1 January 2025. A complaint goes to the District Commission if the value of goods or services paid for is up to ₹50 lakh, the State Commission above ₹50 lakh up to ₹2 crore, and the National Commission above ₹2 crore. You generally have two years from when the cause of action arose.
Part of roof, waterproofing or façade problems: which official route to use.
Are you a "consumer" for this work?
Under the Act, a person who hires or avails of services for consideration is a consumer, but not if the service is obtained for a commercial purpose. Getting your own home's terrace waterproofed or walls painted is normally a consumer transaction. Work on a shop, an office or a building you run as a business may fall outside, in which case the route is usually a civil suit or arbitration under the contract. A housing society hiring a contractor for common areas is a more complex case; take advice.
Step 1: written notice to the contractor
Send a short, dated notice by email and, for large amounts, by registered post or courier with proof of delivery. Include:
- Your name, address and the contractor's details
- The contract or quotation date, scope and amount paid
- What has failed and when you noticed it, with photos
- What the warranty or contract promised
- What you want: repair within, say, 15 or 30 days, or a refund of a stated amount, and compensation for resulting damage
- That you will approach the consumer commission if the matter is not resolved
Step 2: National Consumer Helpline
The National Consumer Helpline, run by the Department of Consumer Affairs, offers pre-litigation help by phone on 1915 and online. It can take up your grievance with the business. Many small disputes are resolved here. Keep the docket number; it shows you tried.
Step 3: filing on e-Jagriti
| Point | What to know |
|---|---|
| Platform | e-Jagriti (e-jagriti.gov.in), for filing, paying fees, tracking and hearings |
| Which commission | Based on the value of goods or services paid for: District up to ₹50 lakh; State above ₹50 lakh to ₹2 crore; National above ₹2 crore |
| Where | Where you reside or work, or where the opposite party resides or works, or where the cause of action arose |
| Fee | Nil for complaints where the consideration paid is up to ₹5 lakh; a fee scale applies above that |
| Time limit | Two years from the date of the cause of action; a delay can be condoned for sufficient cause |
| Representation | You can appear yourself or through an advocate or authorised agent |
Documents to upload: the complaint, a list of dates, the contract or quotation, invoices and payment proofs, warranty card, photos and videos, the notice you sent and any reply, the helpline docket, and, if possible, an independent expert's written opinion on the cause of failure.
What you can ask for
A commission can order the contractor to remove the defect, return the amount paid, pay compensation for loss or injury suffered, and pay costs, among other reliefs. In a roof case this often means re-doing the work or paying for another contractor to do it, plus the cost of repairing interior damage.
Illustrative claim calculation
| Item | Amount (illustrative) |
|---|---|
| Amount paid for terrace waterproofing | ₹1,40,000 |
| Quotation from another contractor to break out and redo | ₹1,75,000 |
| Repair of ceiling plaster and paint in two rooms | ₹22,000 |
| Expert inspection report | ₹5,000 |
| Claim: cost to redo + interior repair + expert fee | ₹2,02,000 |
The consideration paid (₹1,40,000) is below ₹50 lakh, so the District Commission has jurisdiction, and it is below ₹5 lakh, so no filing fee applies under the current fee rules. The commission decides what is reasonable; it may not award everything claimed.
If you held back a retention under the contract, that money is part of the picture: the retention and payment calculator shows how much was paid and how much is still with you. Do not withhold money you owe without a basis in the contract.
Including the manufacturer
If you believe the product was defective, you can name the manufacturer as an opposite party along with the applicator. See warranty claims on waterproofing, paint and cladding.
Practical tips
- Keep the facts in date order; commissions read many files.
- Ask only for what you can support with documents.
- Do not destroy the evidence: if you must redo the work before the case ends, photograph and video the failed work in detail first and keep samples where possible, and consider asking the commission for directions.
- Mediation may be offered; it can be faster.
FAQ
Can I complain against a contractor who has no GST registration or shop?
Yes. You need the contractor's name and an address where notice can be served. Collect these at the start of every job.
What if I paid in cash without a bill?
Other evidence can help: messages agreeing the price, bank withdrawals on the same days, witnesses. A written contract and receipts are far better.
How long does a case take?
The Act sets target timelines for deciding complaints, but in practice it varies by commission and the need for expert evidence.
Can a housing society file a complaint?
In some cases a group of consumers or an association can file. Take advice on the right form of complaint.
Sources and where to check
- e-Jagriti — filing, fees and case status
- National Consumer Helpline — helpline 1915 and online grievances
- Department of Consumer Affairs — Consumer Protection Act, 2019 and rules
- National Consumer Disputes Redressal Commission — orders and notifications
