E-Daakhil portal for Consumer grievance redressal is now operational in 15 States/UTs. Department of Consumer Affairs is now proactively following up with the states to launch e-filing portal at their ends.
The Consumer Protection Act, 2019, which has come into force from 20th July, 2020, has provision for e-filing of consumer complaints in the Consumer Commissions and online payment of the fees for filing a complaint. A web application for E-filing of consumer complaints named “edaakhil.nic.in” has been developed by NIC for the purpose. This digital software for filing consumer complaints has the many features like e-Notice, case document download link & VC hearing link, filing written response by opposite party, fling rejoinder by complainant and alerts via SMS/Email.
The e-daakhil portal empowers the consumer and their advocates to file the consumer complaints along with payment of requisite fees online from anywhere for the redressal of their complaints. It also facilitates the consumer commissions to scrutinize the complaints online to accept, reject or forward the complaint to the concerned commission for further processing.
To facilitate the rural consumers for e-filing, it has been decided to integrate the Common Service Centres (CSC) with the e-daakhil portal. As many consumers at Gram Panchayat level may either not have access to electronic modes of communication or unable to use the tools, they may avail the services of CSCs in filing their complaints in the Consumer Commission. The work for integration of this portal with CSC is in under process.
E-filing was launched by National Consumer Dispute Redressal Commission (NCDRC) on 7th September, 2020. Delhi was the first state to implement it on 8th September, 2020. Later Maharashtra, Andaman & Nicobar Islands, Bihar, Chhattisgarh, Jharkhand, Gujarat, Chandigarh, Andhra Pradesh, Odisha, Uttar Pradesh, Madhya Pradesh, Punjab, Karnataka & Haryana implemented facility of e-filling in their respective States/UTs.
Department of Consumer Affairs had been proactively following up with the States/UTs to launch e-filing. Total 444 locations are covered including NCDRC, State Commissions and District Commissions.