TRW & Co · Consumer rights
How to File a Consumer Complaint with DNCRP in Chattogram
If you are wondering how to file a consumer complaint in Bangladesh, the answer is a written complaint to the Directorate of National Consumer Rights Protection within 30 days, with your receipt attached. In Chattogram it goes to the divisional office or online. If the trader is fined, you receive 25 per cent of the amount collected. This guide covers each step, the hearing and when to go further.
Key pointThe DNCRP route punishes the trader rather than compensating you in full: the complainant's share is a quarter of any fine collected. For small purchases that is often enough, but for flats, vehicles or medical bills, pair the complaint with a legal notice and keep evidence fit for a civil claim.
At a glance
Thirty-day deadline
Section 60 of the Consumer Rights Protection Act 2009 requires the complaint within 30 days of the cause of action arising, so delay can close this route.
Written, with receipt
The complaint must be in writing with the receipt attached and your full name, parents' names, address, contact details and profession.
Chattogram divisional office
The directorate has offices in the divisional cities, including Chattogram, and accepts complaints in person, by email, online or by other electronic means.
Quarter of the fine
If the complaint is proved and the trader is fined, 25 per cent of the fine actually collected is paid to the complainant.
False advertising offence
Section 44 makes deceiving buyers through false advertisements an offence punishable by up to one year, a fine of up to two lakh taka, or both.
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The short answer: how to file a consumer complaint in Bangladesh
Here is how to file a consumer complaint in Bangladesh: put it in writing to the Directorate of National Consumer Rights Protection (DNCRP), attach the receipt or other proof of purchase, give your full details, and send it within 30 days of the problem arising. In Chattogram, complaints go to the directorate's divisional office, or can be lodged online or by email. If the directorate finds the complaint proved and fines the trader, the complainant is entitled to 25 per cent of the fine once it is collected.
The process is designed for ordinary buyers. You do not need a lawyer to complain, there is no court fee, and many complaints are decided after a single hearing at the directorate's office. The trade-off is that the remedy is a fine on the trader, not full compensation for your loss. Where the loss is large, such as a delayed flat, a defective vehicle or an expensive appliance, you may need a legal notice and a civil claim as well.
This guide explains the law, the step-by-step complaint process in Chattogram, what happens at the hearing, and when a complaint is not enough on its own.
The law: the Consumer Rights Protection Act 2009
Consumer complaints are governed by the Consumer Rights Protection Act 2009 (Act No. 26 of 2009). The Act created the Directorate of National Consumer Rights Protection under the Ministry of Commerce, headed by a Director General, and gave it powers to receive complaints, investigate, run market drives and impose administrative fines. The directorate's head office is in Dhaka, and it has offices in the divisional cities, including Chattogram.
What counts as an anti-consumer practice
The Act lists a series of "anti-consumer practices" and offences. They include selling goods or services above the fixed price, failing to display price lists, selling adulterated goods or medicine, mixing prohibited substances into food, deceiving buyers with false or misleading advertisements, failing to deliver goods or services as promised, giving short weight or measure, selling expired products and dealing in goods that endanger life or health. Penalties vary by offence. For example, deceiving buyers through false advertisements under section 44 carries up to one year's imprisonment, a fine of up to two lakh taka, or both.
Who can complain
Under section 76(1), any person who is a consumer, or who may become one, can make a written complaint to the Director General or an officer empowered by him. The Act also recognises complaints from groups of consumers with the same interest, registered consumer associations and the government. You do not have to be the person who paid: a family member who used a defective product can complain too, though the original receipt still matters.
The 30-day window and the 25 per cent share
Section 60 requires the complaint to be made within 30 days of the cause of action arising. If the complaint is proved and a fine is imposed and realised, 25 per cent of the amount collected is paid to the complainant. Directorate officers who lodge complaints themselves are not entitled to that share. These two rules, the short deadline and the share of the fine, shape every practical decision about how to file a consumer complaint in Bangladesh.
The 30-day clock runs from when the problem arises, not from when you lose patience with the seller. Write down the date the defect, overcharge or non-delivery first appeared, keep every message with the seller, and lodge the complaint well inside the window even if negotiations are continuing.
How to file a consumer complaint in Bangladesh: step by step
The procedure is simple, but complaints are often rejected or delayed for missing details. Follow this sequence.
- Confirm the problem is covered. Check that the issue is an anti-consumer practice under the Act: overcharging, adulteration, false advertising, short weight, expired goods, non-delivery or a similar breach. Purely contractual disputes may belong elsewhere.
- Collect your evidence. Keep the cash memo, invoice or online order confirmation, photographs of the product or price display, the advertisement you relied on, and any chat, SMS or email with the seller.
- Write the complaint. State your full name, father's and mother's names, address, phone number, email and profession, then describe what happened, when and where, and name the trader and its address. Attach the receipt.
- Lodge it within 30 days. Submit the complaint to the directorate in person at the Chattogram divisional office, by email, through the online complaint portal or by other electronic means. The directorate also runs a national hotline, 16121, for consumer queries.
- Keep the acknowledgement. Note the complaint number or keep proof of submission. You will need it to follow up and to attend the hearing.
- Attend the hearing. The directorate usually sends notice to both sides and hears them at its office. Bring originals and any witnesses. The trader may offer a refund or replacement at this stage.
- Receive the decision and your share. If the complaint is proved, the officer may impose a fine. Once the fine is realised, your 25 per cent share is paid to you, usually after you complete the directorate's formalities.
The directorate opened an online consumer complaint management portal in January 2023 to make filing and tracking easier; you can reach it and the office contacts through the DNCRP website. A Daily Star explainer sets out the filing requirements in plain English.
Filing in Chattogram: what to expect locally
Chattogram's consumer complaints reflect the city's economy. Common cases involve electronics and mobile phones from markets such as Riazuddin Bazar and the malls along CDA Avenue, overcharging for essential goods during Ramadan, adulterated food from restaurants, defective motorcycles and household appliances, private hospital and diagnostic bills, and online orders delivered late or not at all.
For Chattogram residents, how to file a consumer complaint in Bangladesh is largely a local question. The divisional office handles complaints from Chattogram city and the surrounding districts. Hearings are informal compared with a court. The officer will usually ask each side to explain, look at the documents and may ask the trader to remedy the problem. The directorate also runs regular market drives and fines traders on the spot, which is separate from a complaint brought by an individual buyer.
For businesses, a complaint is a regulatory event, not just a customer service issue. Repeated complaints can lead to further inspections, and a fine is recorded against the trader. Chattogram retailers, importers and online sellers should keep price lists displayed, labels compliant and advertising claims substantiated.
Consumer complaint, legal notice or civil suit: choosing the route
A DNCRP complaint is quick and cheap, but it is not the only remedy, and for some problems it is not the best one. Knowing how to file a consumer complaint in Bangladesh is only half the decision; the other half is whether something more is needed.
| Route | Best for | What you can get | Limits |
|---|---|---|---|
| DNCRP complaint | Overcharging, false advertising, adulteration, short weight, small defective-product claims | Fine on the trader; 25 per cent of the realised fine; often a negotiated refund | 30-day deadline; no full compensation; limited to anti-consumer practices under the Act |
| Legal notice | Any dispute where the seller may pay once a lawyer is involved | Refund, replacement or settlement without proceedings | No compulsion on its own; sets up later action |
| Civil suit | Large losses, such as flats, vehicles, medical expenses or business losses | Damages, refund, specific performance, injunction | Court fees and time; evidence must meet civil standards |
| Sector regulator | Telecom, banking, insurance and utility complaints | Regulatory direction to the provider | Depends on each regulator's own complaint process |
| Criminal complaint | Serious adulteration, fraud or harm to health | Prosecution and punishment | Does not compensate directly; higher standard of proof |
Many buyers combine routes. A complaint to the directorate can run alongside a legal notice demanding a refund, and a civil claim can follow if the loss is significant. For flat buyers in particular, delay in handover is better handled under the contract and the civil law; see our guide to flat handover delays.
Misleading advertising claims
False or misleading advertising is one of the most common grounds of complaint and one of the most important for businesses. Section 44 of the Act makes it an offence to deceive buyers through untrue or false advertisements. Typical Chattogram examples include discount campaigns where the "original" price was never charged, health or cosmetic claims with no basis, "warranty" promises that the seller does not honour and online listings that show a different product from the one delivered.
For consumers
If you are working out how to file a consumer complaint in Bangladesh about an advert, save the advertisement itself. Take a screenshot of the social media post, web page or listing showing the date, and keep any printed leaflet or photo of the shop display. Without the advertisement, it is hard to prove what was promised. Combine it with the receipt and the product as delivered.
For businesses
Keep evidence that supports every claim before you publish it: test reports for product claims, price histories for discounts and written warranty terms. Brief agencies and influencers on what they may say. A short legal review of a campaign is cheaper than defending a string of complaints. For broader contract and advertising risk, see our page on commercial contracts in Chittagong.
An illustrative scenario
This scenario is illustrative only; the parties and facts are generic.
A buyer in Chattogram orders an air conditioner from an online seller after seeing a social media post advertising a five-year compressor warranty and free installation. The unit arrives two weeks late, installation is charged separately, and the warranty card shows one year. The seller stops replying.
The buyer keeps screenshots of the advertisement and the chat, the order confirmation and the payment record. Within three weeks of delivery, the buyer lodges a written complaint with the directorate's Chattogram office, attaching these documents and stating the full details required. At the hearing, the seller argues that the post was made by a third-party promoter. The officer considers the documents and may fine the seller for false advertising and failure to deliver as promised.
If a fine is imposed and collected, the buyer receives 25 per cent of it. If the buyer also wants a full refund or compensation for the installation cost, the better route is a legal notice to the seller and, if necessary, a civil claim, using the same evidence.
Risks and common mistakes
Most failed complaints share a few avoidable problems. Anyone learning how to file a consumer complaint in Bangladesh should check these before submitting.
Missing the 30-day deadline
Section 60 requires the complaint within 30 days of the cause of action. Buyers often spend weeks negotiating with the seller, only to find the window has closed. The seller may even encourage delay. Lodge the complaint in time and continue talking; you can tell the directorate if the matter settles. Where the deadline has passed, a legal notice and civil claim may still be available, but the quick administrative route is lost.
No receipt or proof of purchase
The complaint must be supported by the receipt or equivalent proof. Cash purchases without a memo, informal online orders paid through mobile financial services and second-hand purchases are hard to prove. Always ask for a cash memo with the shop's name and address, keep order confirmations and payment records, and photograph price tags and displays at the time.
Incomplete personal and trader details
The directorate needs your full name, parents' names, address, contact details and profession, and a usable name and address for the trader. Complaints against an anonymous social media page or a stall with no address are difficult to pursue. Before paying an online seller, record its trade name, page link, phone number and any trade licence or business address it displays.
Expecting full compensation from a fine
The directorate's remedy is a fine on the trader, of which the complainant receives a quarter when it is collected. That can be meaningful for small purchases, but it will not cover a large loss. If you paid a substantial amount, suffered injury or lost business, consider a legal notice and a civil claim alongside the complaint, and keep your evidence in a form a court will accept.
Making a false or harassing complaint
The Act penalises false or harassing complaints. Businesses facing a campaign of complaints from a competitor or a disgruntled customer can raise this with the directorate. Consumers should describe facts accurately, avoid exaggeration and stick to what the documents show.
Reform proposals and buyers abroad
A committee formed in 2025 prepared draft amendments to the 2009 Act, including new penalties, coverage of online platforms and a right to appeal fines, and sent the draft to the Ministry of Commerce for review. The steps in this guide on how to file a consumer complaint in Bangladesh reflect the 2009 Act; check whether any amendment has come into force before relying on the penalties and procedures described here.
Bangladeshis living abroad who buy goods or services for family in Chattogram, or who pay for property and services remotely, can still use the complaint process, but the 30-day deadline and the need for original documents make it harder. A family member in Chattogram can help collect evidence and attend the hearing. For larger claims, our page on running a court case from abroad explains the practicalities.
Checklist and next steps
Before you file a consumer complaint in Bangladesh, run through this list:
- Note the date the problem arose and count 30 days.
- Gather the receipt, order confirmation, payment record and advertisement.
- Photograph the product, price tag or display.
- Save every message with the seller.
- Write the complaint with your full personal details and the trader's name and address.
- Lodge it with the Chattogram divisional office, by email or online, and keep proof of submission.
- Decide whether you also need a legal notice or civil claim for compensation.
Most individuals can follow the process on their own. Where the stakes are higher, or you are a business responding to complaints, TRW & Co's Bangladesh advocates advise on DNCRP proceedings, legal notices and civil claims. See our consumer rights lawyer in Chittagong page and the overview of our law firm in Chittagong, or contact the Chattogram office at Room 4022, Annex 2, District and Sessions Judge Court Building, Court Hill (Porir Pahar), Kotwali, Chattogram 4000, by email at info@trw.co or on +880 1779 127165.
Frequently asked questions
01Where is the consumer rights office in Chattogram?
The Directorate of National Consumer Rights Protection has a divisional office in Chattogram that receives complaints from the city and surrounding districts. Because office locations and contact details change, check the current address, email and phone number on the directorate's website before visiting. You do not have to attend in person to lodge a complaint: the directorate accepts written complaints by email, through its online complaint portal and by other electronic means, and runs a national hotline, 16121, for consumer queries.
02How much money will I get from a consumer complaint?
If the directorate finds the complaint proved and imposes a fine, the complainant receives 25 per cent of the fine once it has actually been collected. The amount therefore depends on the fine the officer imposes, which varies with the offence and the circumstances. The process does not award compensation for your full loss. Traders sometimes offer a refund or replacement at the hearing, but if you need full compensation, consider a legal notice and a civil claim as well.
03Can I file a consumer complaint online in Bangladesh?
Yes. The Act allows complaints by email, website and other electronic means, as well as in person or by fax. The directorate launched an online consumer complaint management portal in January 2023 to make filing and tracking easier. Whichever channel you use, include your full personal details and the trader's name and address, attach the receipt or proof of purchase, and keep the acknowledgement or complaint number so you can follow up.
04What if more than 30 days have passed?
Section 60 requires complaints within 30 days of the cause of action, so the directorate may decline a late complaint. You may still have other remedies. A legal notice demanding a refund or replacement often produces results, and a civil suit can claim damages under the general law, subject to its own limitation periods. For serious adulteration or fraud, a criminal complaint may also be possible. Take advice promptly so that those other deadlines are not missed as well.
05Can I complain about an online shop or Facebook seller?
Complaints about online purchases, such as non-delivery, wrong products and misleading listings, are commonly brought to the directorate, provided you can identify the seller and prove the purchase. Keep the listing or post, the order confirmation, payment records and chats. Draft amendments prepared in 2025 proposed bringing online platforms more clearly within the law, so check whether any amendment is in force. If the seller cannot be traced, the complaint may be difficult to pursue.
06Do I need a lawyer to file a consumer complaint?
No. The process is designed so that consumers can complain on their own, without court fees. A lawyer becomes useful when the amount at stake is significant, when the trader disputes the facts and you also want compensation, or when you are a business responding to a complaint or a series of complaints. In those cases legal advice helps you choose between the directorate, a legal notice, a civil claim or a sector regulator, and keeps the evidence usable in each forum.
Sources and official materials
- Consumer Rights Protection Act 2009 (Bangladesh Laws) — Anti-consumer practices, offences and complaint procedure
- Directorate of National Consumer Rights Protection — Official directorate website, offices and complaint channels
- The Daily Star: Filing complaint by consumers — Sections 60 and 76, filing requirements and the 25 per cent share
- The Financial Express: DNCRP opens complaint management portal — Online complaint portal launched in January 2023
- TBS News: DNCRP to introduce hotline — The 16121 consumer hotline
- CPD: Draft consumer law shows progress — 2025 draft amendments to the 2009 Act
General information only, current as at 2 November 2026. It is not legal advice and does not create an advocate–client relationship. It reflects the law of Bangladesh unless stated otherwise, and the law, court practice and official fees change frequently. Check current official sources and take advice on the facts of your matter.
