How to File a Consumer Rights Complaint in Bangladesh

How to File a Consumer Rights Complaint in Bangladesh

Have you paid for a product but never received it? Did a seller charge you more than the stated price? Or did you receive a product or service that was not what you were promised?

If something like this happens, you do not have to stay silent.

You can file a complaint with the Directorate of National Consumer Rights Protection (DNCRP) in Bangladesh.

The good news is that you can now submit a complaint online through the Consumer Complaint Management System (CCMS).

When can you file a consumer complaint?

You may consider filing a complaint when a seller or service provider violates your consumer rights.

Common examples include:

• You paid for a product but did not receive it

• The seller did not provide the promised product or service

• You received a fake or adulterated product

• An expired product was sold to you

• You were charged more than the stated price

• The seller gave misleading product information

• A promised service was not delivered properly

• You noticed problems with weight or measurement

The DNCRP accepts written complaints through online and other available channels.

Steps to File a Consumer Rights Complaint

1. Collect your evidence

Before filing the complaint, collect everything related to your purchase.

This may include:

• Receipt or invoice

• Order ID

• Payment screenshot

• bKash, Nagad or bank transaction details

• Screenshot of the seller's Facebook page or website

• Messenger or WhatsApp conversations

• Product photos or videos

• Delivery or courier information

The official complaint instructions say that purchase-related proof should be attached with the complaint.

2. Visit the official complaint portal

You can submit your complaint through the Consumer Complaint Management System (CCMS).

Open the official consumer complaint portal (opens in a new tab)

3. Register an account

If you are using the system for the first time, register using your personal information and mobile number.

After registration, log in using your phone number and password.

4. Go to New Complaint

After logging in, go to the Consumer Panel.

Then select New Complaint and click the “Apply” button to start your complaint.

5. Explain what happened

Write your complaint in simple and clear language.

Include the important details:

• What happened?

• When did it happen?

• Who was the seller?

• How much money did you pay?

• How did you pay?

• What happened after the payment?

For example:

You do not need to write a long story. Focus on the facts.

6. Upload your evidence

Attach your payment proof, screenshots, invoice, chat history, product photos and other relevant documents.

The CCMS instructions ask users to attach the necessary information and evidence with the complaint.

7. Submit the complaint

Check all the information carefully and submit the complaint.

After submitting, you will receive a tracking number for the complaint. You can use this number to check the progress of your complaint.

Does it cost money to file a complaint?

No. According to the current CCMS instructions, filing a consumer complaint is free of charge.

If a complaint is successfully resolved and a fine is collected, the complainant may receive 25% of the collected fine under the applicable rules.

How long does the complaint process take?

The current CCMS instructions state that the complaint process is completed within 60 working days. You can also use the tracking number to check the status of your complaint.

What if you cannot file online?

If you face problems with the online system, you can contact the National Consumer Complaint Center.

Hotline: 16121
Email: nccc@dncrp.gov.bd

The official DNCRP contact information lists 16121 as the consumer hotline and provides the complaint center email for complaints.

Visit the official DNCRP website (opens in a new tab)

Mistakes to avoid when filing a complaint

Before submitting your complaint:

• Do not delete your payment screenshots

• Save the seller's page or profile

• Keep your chat history

• Keep your invoice or receipt

• Do not provide false information

• Write the incident clearly

• Keep all relevant evidence in one place

The most important thing is simple: save your evidence before you lose it.

What if the problem started with an online seller?

Consumer complaints are one way to take action after a purchase-related problem.

But prevention is even better.

Before sending money to an unknown online seller, search the seller's phone number, Facebook page, website or other available information first.

Final Thoughts

Getting scammed or receiving a poor product can be frustrating. But you do have options.

Keep your payment records, save your conversations, collect the evidence and file a complaint when appropriate.

And before making your next online payment, take a few minutes to verify who you are dealing with.

Official Resources:
This guide is based on the current information published by the Directorate of National Consumer Rights Protection and its Consumer Complaint Management System.