The Department of Consumer Affairs, Government of India, has successfully rolled out the E-Daakhil portal across all states and union territories, marking a major milestone in empowering consumers. This nationwide launch was further highlighted by the recent introduction of the platform in Ladakh on 22nd November 2024.
E-Daakhil, an innovative online grievance redressal system, was first introduced on 7th September 2020 by the National Consumer Dispute Redressal Commission (NCDRC). Designed to simplify the process of filing consumer complaints, it offers a hassle-free, low-cost, and efficient solution that eliminates the need for consumers to travel or appear physically before consumer forums. The portal is a key component of the Consumer Protection Act, 2019, which aims to address emerging consumer concerns.
The platform offers an easy-to-use interface, allowing consumers to submit complaints, track case statuses, and make payments online. Advocates and consumers can register on the portal using OTP-based authentication, streamlining the filing process while ensuring transparency and reducing paperwork.
With the portal now active across the entire country, from urban centres to remote regions, consumers can file complaints from the comfort of their homes. As of now, more than 2.8 lakh users are registered on E-Daakhil, with nearly 1.99 lakh cases filed and over 38,000 cases resolved.
Notable success stories include rulings in favour of consumers in remote regions, such as the Sambalpur District Commission’s decision to award compensation for a faulty electric vehicle in January 2024, and a refund and compensation case from the Andaman District Commission in 2022.
In addition to the widespread launch of E-Daakhil, the government is working on the introduction of the e-Jagriti portal, which will further enhance the grievance redressal process. This new initiative aims to streamline case management and communication, making it faster and more efficient, ultimately reducing delays and ensuring timely justice for consumers.
The Department of Consumer Affairs continues to enhance and expand the E-Daakhil portal to meet the growing needs of consumers, ensuring a more effective and accessible justice system across India.