File Consumer Complaint Online against Restaurants

How to File a Consumer Complaint against Restaurants in India?

Online Legal India LogoBy Online Legal India Published On 02 Aug 2020 Updated On 10 Mar 2025 Category Consumer Complaint 15 comments

Many customers face various issues like slow service, low-grade food, poor customer service, and so on in Restaurants. A customer has the right to file an official complaint against those issues with FSSAI (Food Safety and Standards Authority of India), National Consumer Helpline (NCH), and Consumer Forum. Consumer complaints help resolve issues and ensure safety for the business and customers. In this article, you will get guidance about how to file a Consumer Complaint against Restaurants in India.

What is a Consumer Complaint?

A Consumer Complaint is a way of expressing dissatisfaction with a product or service by a customer to a specific consumer forum. It is also defined as a complaint against businesses that fail to deliver their commitment and meet customer expectations based on products or services. Customers are considered a critical aspect of every business. It is necessary to deal with business issues by investigating and resolving issues. It helps to maintain the quality and practices of businesses for customers. It provides valuable feedback, regulatory measures, and valuable services for resolving issues. It helps businesses to identify issues with their product, services, and processes for improvements.

Consumer complaints is a crucial way to improve customer experience, business operations, brand reputation, brand image, internal processes, and so on. A consumer has the right to file a consumer complaint against a restaurant with FSSAI (the Food Safety and Standards Authority of India) and the National Consumer Helpline (NCH) if they supply low grade, unhygienic food.

What are the common complaints against Restaurants?

There are some common complaints against Restaurants:

  • Poor Food Quality

They may serve poor quality food such as unhygienic food, bad taste, texture, overcooked dishes, improper preparation techniques, lack of freshness, and so on. Food becomes contaminated and spoiled due to the wrong temperature, harmful bacteria, viruses, chemicals, and others. Poor food quality can be the reason for food poisoning, malnutrition, and other diseases. Restaurants should maintain food safety and hygiene practices to improve food quality. Otherwise, consumer may raise consumer complaints.

  • Poor Drink Quality

The Restaurant may serves poor drinks, water, soda, coffee, juice, etc. Poor quality of drink can caused by diluted drink, stale or expired ingredients, poorly maintained equipment, incorrect ingredient proportions, improper preparation techniques, lack of fresh ingredients, inconsistent quality, strong flavors, dirty glassware, and so on. Customers may get dissatisfied with poor quality food and services in the Restaurant. Hence, they may file a Consumer Complaint against the Restaurant.

  • Poor  Customer Service

Customers get disappointed when a restaurant fails to deliver food on time and provides poor service to them against their expectations. If they face poor service issues such as long wait times, an unclean environment, rude staff, incorrect orders, lack of attentiveness, slow services for food or drinks, unprofessional attitude, ignoring complaints, etc.

  • Order mix-up

Order mix-up is considered the most common frustrating issues for customers in a Restaurant. It is a kind of issue where customers order their choice of food and drinks but get the wrong item. This issue is caused by mistakes in taking orders, miscommunication, inattentiveness, high volume of orders, similar dishes, etc. Restaurants must prevent order-mix ups by double checking them, clear communication, customer verification, proper training, and so on.

  • Lack of Cleanliness

The customer wants to eat in a clean and sanitary environment but they may be disappointed with the unclean environment. Many Restaurants have dirty kitchen surfaces, unclean floors, unclean restrooms, poor waste management, unhygienic staff practices, dirty tablecloths and menus, unsanitary food handling, and so on. Uncleanliness can bring a variety of issues like the spread of germs and bacteria, infectious diseases, respiratory issues, and other health-related issues. Customer wants to eat in a clean and sanitary environment. Clean and safe environments are necessary for Restaurants to maintain food safety, staff hygiene, and compliance with regulations, build customer confidence and trust, and other services. A customer can file a complaint against it.

  • General Atmosphere

A customer may get dissatisfied with atmosphere issues like poor positioning of the tables, excessive noise, lighting issues, crowding, unpleasant smells, disruptive music, uncomfortable temperature, uncleanliness, and other complaints related to the atmosphere. Restaurants must address these issues and make adjustments.

  • Unavailable Food or Drink Items

The shortages of food or drink items are considered as some common issues faced by customers in a restaurant. If a customer wants to order a specific item or service, and the staff informs that the item is currently unavailable. These problems are caused by a variety of reasons such as inventory management issues, production disruption, raw material shortages, limitations of staff, product manufacturing issues, and so on. If this happens frequently with a consumer, they can file a complaint against it.

  • Late Delivery

When a customer orders food in a restaurant or from any food delivery app and websites, they give an estimated delivery time. They often get their delivery late because of various reasons like slow preparation of food or issues with the delivery person. Many customers file a complaint against cold food because of the late delivery.

How to file a Consumer Complaint against Restaurants in India?

Here are the steps to file a Consumer Complaint against Restaurants in India:

  • Step 1: Identify the Problem

A customer must identify the issue by observing and analyzing the situation whether the issue should be complainable or not. If the issue is complainable, they can file a complaint.

  • Step 2: Gather Evidence

You must gather evidence to file a complaint. It includes:

Record the Incident: You can take photos or videos of the issue to collect accurate visual evidence. If possible, you need to try to take videos or photos as soon as possible when the incident occurs.

Keep Receipts or Bills: You must keep the bills, payment confirmations, and any other related receipts that will act as proof against the restaurant.

Note Details: You are required to write down the details of name, address, date, time, names of staff involved, description of the problem, and other supportive details.

  • Step 3: Speak to the Restaurant Manager

To resolve the issue, you must speak to a Restaurant manager at fist by stating your specific concern regarding food or services through their websites, social media, and other platforms. You need to:

 

Calmly explain the issue: You should try to explain the issue politely and respectfully to the Restaurant manager.

Request for a solution:  You can ask for a refund, replacement, and other compensation related to the issue. You also need to provide all the relevant evidence for resolution.

Document the interaction: You must write their names, details, and the outcome of the conversation if your problem remains unresolved.

  • Step 4: File a Complaint

A consumer has the right to file a complaint against the restaurant issues through the National Consumer Helpline (NCH), the Food Safety and Standards Authority of India (FSSAI), or the Consumer Forums.

 

National Consumer Helpline (NCH): You must call the toll-free number 1800-11-4000 or 14404. You can also register your complaint online through NCH portal.

Food Safety and Standards Authority of India (FSSAI):

  • Firstly, you have to visit the FSSAI website
  • Create a User ID and password to register
  • You need to select the “Complaint” option to file a new complaint. Then, choose a complaint category.
  • You must provide the name and complete address details of the food business. Then, include the displayed 14-digit FSSAI license number.
  • Next, upload your relevant documents including photos, videos, bills, invoices, and other required documents.
  • You need to describe the issue with the date of incidence, safety risks, product details, and so on.
  • You also must share your contact details and submit the complaint
  • Lastly, you will receive a system-generated unique complaint number for follow-up.

Consumer Forum:

To file a Consumer complaint, a customer must identify the appropriate forum whether it is a District, State, or national for the purpose of the claim. They should prepare a complaint letter with the incident and evidence to file a complaint. Then, they must submit the complaint through the E-DAAKHIL portal with the required documents and pay the required fee.

  • Step 5: Follow Up

You must track the status of their complaint against a restaurant in India. To follow up you need to:

Track your complaint: You can track the complaints using the reference number provided by the authority. You can also check the website and other portals of the Restaurant.

Be Patient: You need to be patient for the resolution process to resolve the issues.

There are three types of Consumer Forums under the Consumer Protection Act, 2019:

  • District Consumer Disputes Redressal Commission (DCDRC): A Consumer can raise a complaint to District Commission against the loss of their paid amount regarding the product or services is Rs.50 lakh.
  • State Consumer Disputes Redressal Commission (SCDRC): A Consumer can file a complaint to State Commission if the loss of amount is between Rs.50 lakh to Rs. 2 crore.
  • National Consumer Disputes Redressal Commission (NCDRC): According to the Consumer Protection Act, if a customer’s loss amount is more than Rs. 2 crore, they can file complaint to NCDRC.

Why Consumer Complaint against Restaurants?

Consumer complaints are necessary for solving the issues of products and services in a Restaurant. If a customer raises their complaint, restaurants can identify the issues and areas for improvement. A complaint against spoiled food and poor maintenance can help to prevent health risks and maintain hygiene. It will be helpful for restaurants to maintain a positive reputation for their business and satisfy customers.

Conclusion

Consumer Complaints against Restaurants in India helps resolve on the issues related to food, hygiene, and services faced by the consumers in a Restaurant. Throughout this article, you have learned how to file a consumer complaint against a Restaurant in India. If you are facing trouble in filing a consumer complaint against it, contact Online Legal India. They have experts to guide you.

 


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Comments

Prabhat

31 Dec, 2021

Hi , I have ordered Chicken roll from MAMA franky house agra, UP, got the chicken furr inside my roll and this is the second time i got this . First time when i got furr in my roll i warned the owner and he affirmed that it will not happen again but still the adulteration is continue and iam really concerned about this restaurant that it is really playing with the health of peoples.

Team Online Legal Indiaâ„¢

03 Jan, 2022

Thank you Prabhat for reaching out to us. Team Online Legal will connect with you soon to discuss and resolve your issue by filing a Consumer complaint against Restaurants in India.

PENTAPATI RAJA

29 Dec, 2021

I ordered a biryani in zomato from a chickpet Donne restaurant from Hyderabad.They delivered me a unhygienic food full of egg shells in it. I message to the coustomer care they simply saying that cannot do nothing call to the restaurant and talk to them. This the way they treating the people. They are playing with peoples health

Team Online Legal Indiaâ„¢

31 Dec, 2021

Thank you for reaching out to us. We will get back to you shortly to discuss and resolve your issue.

Shantanu Shejwadkar

21 Oct, 2021

A hotel at Charni Road in South Mumbai district name MAMAMIA is seem to be offering unhygienic or adultered food to the customer. A group of my friends have been diagnose with food poisonous after having a dinner party there. Please do look into the matter at the earliest and I also request to do a inspection of the kitchen hygienic matters..

Team Online Legal Indiaâ„¢

22 Oct, 2021

Hi Shantanu, thank you for getting in touch with us. Be ready with all the necessary evidence as our Legal Team are about to reach out to you.

ASHUTOSH KUMAR

21 Mar, 2022

I ordered paneer butter masala and naan from a restaurant name ROOTS. but in my paneer butter masala i faund eaten chicken bones .for i which i complain to the reastaurant but they ignored my complain ,and didnot responded further.neither they felt sorry for the same.the person for whom i ordered the food is a pure vegeterian person .after having the meal he have got disturbed mentally.kindely lok furher. how any restaurant can deliver eaten non veg food in veg items RESTAURANT NAME - ROOTS RESTAURANT RESTAURANT ADDRESS - KANKE ROAD OPPOSITE CM HOUSE ,RANCHI ,JHARKHAND.834001.

Muhammed Faizal T A

18 Jan, 2021

A restaurant- name of hotel"Hotel Saleem" at vilakudy Grama panchayat in Pathanapuram constituency in Kerala is operating without a licence from Local self Government. Please take necessary actions.

Team Online Legal Indiaâ„¢

01 Feb, 2021

Hello Muhammed Faizal, We appreciate your concern and reaching out to us for solving the same. Team Online Legal Indiaâ„¢ will get back to you shortly.

Pratap Chandra Mohanty.

17 Jan, 2021

A hotel at Oupada of Balasore district of Odisha state named as Hotel lovely is offering unhygienic dirty food to the customer s every day.

Team Online Legal Indiaâ„¢

01 Feb, 2021

Hello Pratap, Team Online Legal Indiaâ„¢ appreciates your concern and we will get back to you shortly to file a complaint against such a fraud food business operator.

ROHIT

15 Mar, 2022

A Cafe- name of cafe "AD1 " at. AD-1B DEVI MARG Bani Park, Jaipur, Rajasthan 302017and operating without a licence from Local self Government. Please take necessary actions

Pulkit Sharma

14 Mar, 2022

A vegetarian foodie was delivered with chicken in meal from zomato

gs banty81

14 Jan, 2022

The restaurant name madhura in darmaram pedapalli (dist) Telangana.. cheating coustemer charging high cost (180) for plate of chicken tikka which was parcel about 65 gms of weight..( where half kilogram of chicken curry sold beside that restaurant)i had dought and went to restuarant and shown that parcel..he refused to give another and told it costs same...plz take action

Dr Sreeraj IP

12 Mar, 2022

I visited Hotel Udupi Aryabhavan NH 66 Kasargod ph 04994 224643 on 12/03/2022 evening and ordered Ghee Roast 3 numbers parcel They gave the parcel wrapped with ordinary butter paper and in a plastic cover and gave me.The cost of three Ghee roast is Rs150 and charge for packing Rs 5 The parcel was not in aluminium foil paper but only with ordinary butter paper and in a plastic carry bag They charged Rs5 This is wrong for charging for wrapping with paper and in plastic cover

Triveni

09 Jan, 2022

Rajdhani restaurant at phoenix Mall Velachery. Served the food which was spoiled and the dal cutlet was not cooked properly and food was in bad quality.when I complained in restaurant no response and when I asked for complain book they dint provide.i think there should be check of the food .i went on 6janurary 2021.if u all want can check camera

Team Online Legal Indiaâ„¢

10 Jan, 2022

Thank you Triveni for contacting us. Our Team will get back to you soon to discuss and resolve your issue by filing a Consumer complaint against Restaurants in India.

Md Arshad

08 Feb, 2021

A hotel in paharganj right before New Delhi Railway Station asked me to have food in hotel saying 25rs plate and then charged me 900rs saying it was roti which is 25rs when I protested against this loot and tried taking pic they struck on my mobile which fell down. Several people also have complained about this similar type of fraud on their google maps profile. Although I don't have any hope that something will be done that because that shop is right beside police station but still as a student and responsible citizen I am putting this here in altogether complete despair.

Team Online Legal Indiaâ„¢

10 Feb, 2021

Hello Arshad, Thank you for reaching out to us & highlighting the fraudulent instance. The Legal Team of Online Legal Indiaâ„¢ will contact you shortly to solve the issue efficiently at the quickest.

NItesh kumar

06 Mar, 2022

Maine apna sweets indore say ek order kiya magar wahan k staff and ne mujhse rude baat ki or mere order k liye mujhe bhot intezaar karwaya or baad main meri order slip lene k baad mujhe mera order bhi nahi

Naman jain

05 Mar, 2022

I ordered jain food from zomato from a resturant where it was stated pure veg on zomato website but in reality it served non veg too. How can i sue them for no disclosure of such material facts to customer. I came to know about this from delivery guy.


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