Digital India Initiatives

E-Daakhil portal for consumer grievance redressal

Note4Students

From UPSC perspective, the following things are important :

Prelims level : E-Daakhil

Mains level : Consumer greivances redressal mechanisms

The Union Government has informed that the ‘E-Daakhil’ portal for consumer grievance redressal is now operational in 15 states and Union Territories (UTs).

Try this question from our AWE initiative:

What are the objectives sought to be achieved through The Consumer Protection (E-Commerce) Rules, 2020 to regulate commercial transactions? What are the issues with the rules? 10 marks

E-Daakhil

  • The Consumer Protection Act, 2019, which came into force on July 20, 2020, has a 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.
  • E-filing was launched by the National Consumer Disputes Redressal Commission (NCDRC) on September 7, 2020.
  • Delhi was the first state to implement it on September 8, 2020.

Features of the portal

  • 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 facilitates the consumer commissions to scrutinise the complaints online to accept, reject or forward the complaint to the concerned commission for further processing.
  • The digital software for filing consumer complaints has many features like e-notice, case document download link and virtual hearing link, filing written response by the opposite party, fling rejoinder by complainant and alerts via SMS/e-mail.
  • To facilitate the rural consumers for e-filing, it has been decided to integrate the common service centres (CSC) with the E-Daakhil portal.
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