Index

1. Who Is A Consumer And What Are Their Rights? 
2. What Is E-Daakhil ?
3. How To File A Complaint On E- Daakhil?
4. What Are The Necessary Documents For Filing A Complaint On E-Daakhil? 
5. How Long Does It Take To Resolve A Consumer Issue From E-Daakhil? 
6. What Is The Fee Payment Process On E-Daakhil? 
7. What Are The Benefits For Registering A Complaint On E-Dhaakil? 
8. Does E-Daakhil Ensure Privacy Of Data While Filing A Complaint? 

Who Is A Consumer And What Are Their Rights? 

A consumer is a person who buys goods or services for personal use.

Consumers have the following key rights under the Consumer Protection Act:

1. Right to Safety: Consumers have the right to be protected against the marketing of goods and services that are hazardous to life and property. Goods and services should meet safety standards and fulfil long-term interests.
2. Right to be Informed: Consumers have the right to be informed about the quality, quantity, potency, purity, standard and price of goods and services to protect against unfair trade practices.
3. Right to Choose: Consumers have the right to access a variety of goods and services at competitive prices, especially in cases of monopolies.
4. Right to be Heard: Consumers have the right to have their interests represented and grievances addressed at appropriate forums.
5. Right to Seek Redressal: Consumers have the right to seek compensation and redressal against unfair trade practices or exploitation.
6. Right to Consumer Education: Consumers have the right to acquire knowledge and skills to be informed consumers throughout their lives.

Consumers can file complaints with consumer forums within two years of the purchase to seek compensation for defective products or unsatisfactory services. The consumer forums have the power to order replacement, repair, refund or compensation to the consumer.

What Is E-Daakhil?

The e-Daakhil portal is an online platform developed by the National Informatics Centre (NIC) under the Department of Consumer Affairs, Government of India, to facilitate the filing of consumer complaints in Consumer Commissions across India.

Some key features of the e-Daakhil portal include:

1. Allows consumers and their advocates to file complaints online from anywhere, along with payment of fees.
2. Provides features like e-Notice, case document download, video conferencing hearing links, filing of written responses by opposite parties, and filing of rejoinders by complainants.
3. Integrates with the Common Service Centres (CSCs) to enable rural consumers to file complaints through these centres.
4. Covers the National Consumer Disputes Redressal Commission (NCDRC), 23 State Consumer Disputes Redressal Commissions (SCDRCs), and 484 District Consumer Disputes Redressal Commissions (DCDRCs) across India.
5. Allows online payment of complaint filing fees through the portal.

The e-Daakhil portal was launched in September 2020 to enable online redressal of consumer grievances as per the provisions of the Consumer Protection Act, 2019.

How To File A Complaint On E- Daakhil?

To file a consumer complaint on the e-Daakhil portal, follow these steps:

1. Go to the e-Daakhil website at https://edaakhil.nic.in/edaakhil/. 
2. Click on the “Complainant/Advocate” section and then select the “Registration” submenu to create a new user account. 
3. Register by providing your personal information like name, phone number, email, and address. You will receive an OTP to activate your account. 
4. Once your account is activated, log in using your registered email ID and password. 
5. In the user home screen, click on the “Filing” menu and select “File a New Case” to start the complaint filing process. 
6. Fill out the required details such as complainant information, respondent details, and upload any supporting documents. 
7. Review the details, confirm the information is correct, and click “Finalise” to submit the complaint. You will receive an OTP to complete the submission. 
8. After submission, you will receive a complaint ID that you can use to track the status of your case. 

If you face any issues during the filing process, you can also hire a lawyer to assist you using the same login credentials.

What Are The Necessary Documents For Filing A Complaint On E-Daakhil? 

To file a consumer complaint on the e-Daakhil portal, the following documents are required:

1. Index 
2. List of dates 
3. Memo of parties with fresh complete addresses and telephone numbers 
4. Complaint with a notarized attested affidavit 
5. Fee payable for making the consumer complaint (in the form of a demand draft in favour of the respective consumer forum) 
6. Supporting documents in favour of the complaint, such as receipts, vouchers, etc. All annexures must be attested as true copies with the name and signature on the last page 
7. If the complaint is filed beyond the 2-year limitation period, an application for condonation of delay with a notarized attested affidavit 

The user must have scanned copies of all these documents ready before starting the online filing process on the e-Daakhil portal .

How Long Does It Take To Resolve A Consumer Issue From E-Daakhil? 

The typical length of time for resolving a consumer complaint filed on the eDaakhil portal is around 9 months. However, the resolution time may take longer depending on the circumstances of the case. Approximately, within 30 business days of the complaint being received, a copy is sent to the business, and the response time of the business determines how quickly the next course of legal action can be determined. So the overall timeline can vary, but the average resolution time is approximately 9 months

What Is The Fee Payment Process On E-Daakhil? 

There is a fee for filing a consumer complaint on the e-Daakhil portal:

1. The e-Daakhil portal allows consumers and their advocates to file complaints online along with payment of the requisite fees. 
2. The fee payable for making a consumer complaint can be paid in offline mode, such as through a Demand Draft in favour of the respective consumer forum (e.g. The Registrar, NCDRC, New Delhi). 
3. The complete list of fees/charges based on the claim amount value is available at this link: https://consumeraffairs.nic.in/sites/default/files/Consumer%20Commission%20Rules%20%26%20General%20Rules.pdf 
4. If the claim is up to Rs 5 lakh, the case will be heard for free. For higher claim amounts, there are prescribed filing fees that need to be paid. 

What Are The Benefits For Registering A Complaint On E-Dhaakil? 

The key benefits of registering on the eDaakhil portal are:

1. Allows consumers and their advocates to file complaints online from anywhere, without having to physically visit the consumer forums.
2. Provides features like e-Notice, case document download, video conferencing, hearing links, filing of written responses by opposite parties, and filing of rejoinders by complainants.
3. Integrates with the Common Service Centres (CSCs) to enable rural consumers to file complaints through these centres.
4. Covers the National Consumer Disputes Redressal Commission (NCDRC), 23 State Consumer Disputes Redressal Commissions (SCDRCs), and 484 District Consumer Disputes Redressal Commissions (DCDRCs) across India.
5. Allows online payment of complaint filing fees through the portal.
6. Makes the overall process of filing consumer complaints quick, easy and convenient for users.

Does E-Daakhil Ensure Privacy Of Data While Filing A Complaint? 

The e-Daakhil portal has several measures in place to ensure the privacy and security of user information:

1. The portal is developed and maintained by the National Informatics Centre (NIC), the premier government organisation responsible for providing e-Governance solutions in India. 
2. During the user registration process, the portal requires users to provide personal details like name, email, mobile number, address, and upload an ID proof document. This sensitive information is securely stored and protected. 
3. The portal uses two-factor authentication via OTP sent to the registered mobile number to verify and activate new user accounts, ensuring only authorised access. 
4. All user data and complaint details submitted on the eDaakhil portal are encrypted and stored securely on government servers, with restricted access controls. 
5. The portal’s privacy policy states that user information will only be used for the purpose of filing and processing consumer complaints, and will not be shared with any third parties. 
6. The e-Daakhil portal is hosted on the National Informatics Centre’s secure cloud infrastructure, with robust cybersecurity measures to prevent unauthorised access or data breaches.