E-Daakhil Portal: Transforming Consumer Grievance Redressal in India
Context:
The Department of Consumer Affairs proudly announced the nationwide implementation of the E-Daakhil portal, now operational in all states and union territories, including Ladakh, where it was launched on 22nd November 2024. This marks the portal’s successful expansion across India.
About the Portal and Its Objectives:
- The E-Daakhil portal is a groundbreaking initiative by the Department of Consumer Affairs, designed to revolutionise the way consumer grievances are addressed.
- This cost-effective, swift, and convenient digital platform allows consumers to file complaints online without visiting consumer forums physically.
- Fully operational across all states and union territories, including Ladakh since November 22, 2024, E-Daakhil underscores the government’s commitment to simplifying and strengthening consumer rights advocacy.
Consumer Protection Act 2019: The Foundation of E-Daakhil:
- The portal aligns with the objectives of the Consumer Protection Act, 2019, which came into force on July 20, 2020.
- This Act was introduced to address modern consumer concerns, ensuring justice for grievances in an increasingly digital economy.
- By empowering consumers with tools like E-Daakhil, the government has made grievance redressal more accessible, efficient, and transparent. The Act’s emphasis on consumer-centric policies resonates strongly with the portal’s operational framework.
Impact of the Portal – A Data-Driven Perspective:
- E-Daakhil has made a significant impact on consumer grievance redressal across India. With over 2,81,024 registered users, 1,98,725 cases filed, and 38,453 cases disposed of, the platform is proof of how digital transformation can bring justice closer to the people.
- It bridges the gap between consumers and redressal mechanisms, particularly benefiting individuals in remote and underserved areas.
Success Stories:
E-Daakhil has brought tangible benefits to consumers through speedy resolutions and equitable justice.
- Sambalpur Commission: A consumer received compensation for a faulty Hero Electric Atria, ensuring accountability for product quality.
- Andaman Commission: A double-charging UPI transaction was resolved, with a refund and compensation for mental agony awarded to the aggrieved consumer.
- These cases highlight the portal’s capability to deliver timely and fair justice, setting new benchmarks in consumer grievance redressal.
Key Positive Characteristics of E-Daakhil:
The portal boasts several consumer-friendly features:
- User-Friendly Interface: Intuitive design makes it easy for consumers and advocates to file complaints, track case progress, and manage grievances efficiently.
E-Jagriti: The Next Step in Digitisation
Building on the success of E-Daakhil, the upcoming E-Jagriti platform aims to take consumer grievance redressal to the next level. This advanced platform will:
- Automate case management.
- Streamline communication between stakeholders.
- Reduce delays and paperwork for faster resolutions.
With E-Jagriti, the Department of Consumer Affairs seeks to create an even more efficient and consumer-centric justice system.
- Accessibility: Allows registration via OTP or email activation, enabling consumers to lodge complaints from the comfort of their homes.
- Paperless Process: Ensures a seamless and environmentally friendly grievance redressal experience.
- Transparency: Consumers can monitor case progress in real time, enhancing trust in the redressal system.
