Consumer Complaint Filing Goes Online – the New e-Daakhil Portal 

Last Updated at: Feb 03, 2021

In 2019, the Consumer Protection Act was amended to allow the e-filing of consumer cases. This amendment was largely aimed at protecting consumers in the digital age of e-commerce. The process of dispute resolution under the Consumer Protection Act can now be initiated with a simple process of filing a case online. For this purpose, several states have allowed case filing through the ‘e-Daakhil’ portal. In this article, we discuss how you can easily file a consumer complaint filing case online. 

How does the e-Daakhil portal work for consumer case filing online?

When the lockdown began, shopping online exploded. E-commerce companies have witnessed heavy traffic, especially those dealing in consumer appliances, household, and other fast-moving items. Similarly, consumer grievances also increased while courts remained largely inaccessible. Thus, there was an urgent need to provide for the e-filing of consumer cases. This has taken shape in the form of the ‘e-Daakhil’ portal, with the effort of several state governments and judiciary. 

Under the new portal, there is no need to visit a district or a state consumer forum. A complainant or an advocate can file a complaint entirely online through this portal. 

As in January 2021, this facility is available for filing a case in the following jurisdictions – 

  • National Commission 
  • Andaman and Nicobar 
  • Andhra Pradesh 
  • Bihar 
  • Delhi 
  • Chattisgarh 
  • Chandigarh 
  • Gujarat 
  • Jharkhand 
  • Madhya Pradesh 
  • Maharashtra 
  • Orissa 
  • Punjab 
  • Uttar Pradesh 
  • Circuit benches of Amaravati, Nashik, Pune, Kolhapur, and Nagpur (only State Commission) 

How to register yourself on the e-filing consumer portal

consumer commision online

Step 1- Visit the website of the e-Daakhil portal

Step 2 – Enter your email address, phone number, and other details. You will also have to submit an identity proof such as voter ID, PAN card, passport, ration card, or driving license.  

Step 3 – Enter your phone number and enter the OTP received. This would activate your account on the e-Daakhil portal. You can now activate your account by verifying your email address by clicking on the link so generated. 

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Documents required for filing consumer case online

A scanned copy of the following documents is necessary – 

  • Index 
  • List of dates 
  • Party’s details – with complete address and phone number 
  • Complaint copy with a notarised attested affidavit 
  • Fee payable, in the form of demand draft in favour of the consumer forum 
  • Supporting documents such as vouchers, warranty cards, receipts
  • These have to be properly paginated and indexed according to the document sequence. 

Ten easy steps to file a consumer complaint online

Step 1 

Click on the tab ‘file a new complaint’, read the disclaimer, and proceed. 

Step 2 

Now enter the claim amount in figures. 

Step 3

Select the appropriate state and district from the drop-down menu and proceed. 

Step 4 

On the page that now opens, enter the details under the heads mentioned. Fill in details of the opposite party, including details of address and phone number and fill in details of the advocate, in case you’ve engaged one for your consumer complaint. 

Step 5

Fill in the case summary; this should ideally be a short summary of your entire grievance along with relevant facts in brief. 

Step 6

You can also enter additional complainants if there are multiple complainants. Choose the add button to keep filling in relevant details required at this page for each additional complainant. 

Step 7

Clicking on ‘Save Draft & Next Tab’ located at the centre of the page would lead you to the documents upload tab. Here, upload all the documents mentioned above, next to the relevant box. Four mandatory documents that have dedicated spaces for upload are index, list of debt and events, memo of parties, and complaint with the affidavit. 

Step 8 

You can add additional supporting documents such as evidence, by clicking on the ‘add document’ button. 

Step 9 

At this final stage of application filing, you can preview the entire application before submission. This can be done by clicking on the ‘Preview’ tab, which would open the documents merged into a single file. If the case can be accepted at multiple commissions, here, you’d see a display of options. You have to choose anyone, as your choice of jurisdiction.  

Step 10

Check all the boxes confirming that relevant documents and details have been furnished, and click on ‘finalise’. This would generate an OTP that, when you use it, will draw an acknowledgement.

How should you make payment for a consumer case filed online?

Once an application has been successfully submitted, you would be able to see the status of the cases filed by you on the ‘Filing’ tab. After selecting the ‘pending payment cases’, choose the correct reference number and verify the complainant and opposite party of your case. This would display the claim amount and the calculated payment fee. The last option on this page is under the ‘payment option’ tab and click on ‘proceed to pay’. You can make an online payment of the court fee using debit or credit cards, net banking and Aadhar. 

In case the payment fails, you would be able to check it on the ‘Check Failed Transactions’ tab from the drop-down menu under the filing tab head. 

Can I make offline payments for consumer cases filed online?

Yes, the e-Daakhil portal supports offline payments as well. Enter the payment date, bank name, and the reference number for the payment. You will also have to upload a payment receipt or proof such as a copy of the demand draft, NEFT, or RTGS acknowledgement, etc.