New Delhi: The Department of Consumer Affairs has announced a significant milestone in consumer empowerment with the nationwide rollout of the E-Daakhil portal, now operational in all states and union territories of India. This development was marked by the launch of the portal in Ladakh on November 22, 2024, by Hon’ble Lieutenant Governor Brig. (Dr.) B.D. Mishra (Retd.), cementing E-Daakhil’s status as a truly pan-Indian initiative.
Launched initially on September 7, 2020, by the National Consumer Dispute Redressal Commission, E-Daakhil was introduced in response to the growing need for a simplified, cost-effective, and efficient method for consumers to file complaints, especially in the wake of COVID-19 restrictions. The platform has since been pivotal in streamlining the grievance redressal process, removing the necessity for consumers to travel to consumer forums and facilitating a paperless, transparent mechanism for case management.
E-Daakhil is designed to be user-friendly, offering a seamless interface where consumers and advocates can easily register using OTP verification on their mobile or activation links through email. Once registered, they can file complaints, pay relevant fees, and track their cases’ progress from anywhere in the country, ensuring accessibility and convenience.
The platform’s success is evidenced by numerous instances where it has facilitated justice even in remote areas:
- In January 2024, the Sambalpur District Commission ruled in favor of a complainant with a defective Hero Electric Atria, awarding Rs. 25,000 in compensation and Rs. 5,000 for litigation costs.
- In September 2022, the Andaman District Commission resolved a case involving a double charge for fuel due to a failed UPI transaction, ordering a refund of Rs. 3,980 plus 6% interest and compensation of Rs. 10,000 for mental anguish.
The launch in Ladakh now makes E-Daakhil accessible to consumers across the entire nation, underscoring the government’s dedication to empowering individuals and enhancing the consumer grievance redressal system. General awareness of the platform’s potential is growing, as demonstrated by over 2,81,024 registered users and 1,98,725 cases filed to date, with 38,453 cases already disposed of.
Looking ahead, the government is preparing for the introduction of e-Jagriti, which will further improve the consumer experience by facilitating smoother case filing, real-time tracking, and better management. This initiative aims to foster seamless communication between all stakeholders, expedite dispute resolution, and contribute to a more effective justice system. By minimizing paperwork and automating processes, e-Jagriti is poised to significantly enhance the efficiency and accessibility of consumer justice.
The Department of Consumer Affairs continues to commit to refining and expanding the E-Daakhil portal, ensuring it meets the evolving needs of consumers and further fortifying consumer rights across the country.