How to File Consumer Complaint on E-Daakhil

What is E-Daakhil?

E-Daakhil is the official online portal of the Government of India for filing consumer complaints electronically. Launched under the Consumer Protection Act, 2019, it allows consumers to file complaints with Consumer Commissions (formerly Consumer Courts/Forums) without physically visiting any office.

Through E-Daakhil, you can:

• File consumer complaints against businesses, service providers, and manufacturers
• Upload evidence and supporting documents digitally
• Pay court fees online
• Track your case status and hearing dates
• Respond to notices from the commission

The portal covers complaints at all three levels:

1. District Consumer Disputes Redressal Commission — For claims up to ₹1 crore
2. State Consumer Disputes Redressal Commission — For claims ₹1 crore to ₹10 crore
3. National Consumer Disputes Redressal Commission (NCDRC) — For claims above ₹10 crore

When Can You File a Consumer Complaint?

You can file a complaint under the Consumer Protection Act if:

• You purchased goods or services for personal use (not for resale)
• The goods were defective or of poor quality
• The services were deficient or not as promised
• You were overcharged or subjected to unfair trade practices
• The seller engaged in misleading advertisements
• There was a hazard to life and safety due to the product/service

Common Examples

• Defective electronics or appliances not replaced/repaired
• Bank charging hidden fees or wrong deductions
• Insurance claim wrongly rejected
• Builder not delivering flat on time
• Hospital negligence or overcharging
• E-commerce company not processing refund
• Telecom service deficiency

How to File Complaint on E-Daakhil

Step 1: Register on the Portal

1. Visit edaakhil.nic.in
2. Click "Complainant Registration"
3. Enter your details — name, email, mobile number
4. Verify with OTP
5. Create a password and log in

Step 2: Select "File New Complaint"

After logging in, click on "File New Case" from the dashboard.

Step 3: Enter Complainant Details

• Your full name and address
• Contact details — phone, email
• If filing on behalf of a group/association, mention details

Step 4: Enter Opposite Party Details

• Name and address of the company/business/individual against whom you are complaining
• Their email and phone number (if available)
• Branch/office details if it's a large company

Step 5: Describe Your Complaint

• Brief facts of the case — what happened, when it happened
• What product/service was involved
• Deficiency or defect in the goods/service
• Relief sought — refund, replacement, compensation, etc.
• Amount claimed — This determines which commission handles your case

Step 6: Upload Documents

Upload supporting evidence:

• Purchase receipt/invoice — Proof of purchase
• Communication records — Emails, WhatsApp messages, letters with the company
• Product photos/videos — Showing defect or damage
• Warranty/guarantee card — If applicable
• Bank statements — Showing payment proof
• Medical reports — For medical negligence cases
• Builder agreement — For real estate complaints

Tip: Upload clear, legible scans. PDF format is preferred. Maximum file size varies by document type.

Step 7: Pay Court Fee

The court fee depends on the value of goods/services and the compensation claimed:

Payment can be made via net banking, credit/debit card, or UPI.

Step 8: Submit and Get Case Number

• Review all details and submit
• You receive a case number and acknowledgement
• The commission reviews the complaint and issues notice to the opposite party

What Happens After Filing?

1. Scrutiny — The commission examines your complaint for completeness
2. Notice to Opposite Party — They get 30 days to respond
3. Hearing — Both parties present their case (can be virtual)
4. Evidence — Documents and witnesses are examined
5. Order — The commission passes an order
6. Appeal — Either party can appeal to a higher commission within 30 days

Timeline

• District Commission: Typically resolved within 3-5 months
• State Commission: 6-12 months
• NCDRC: 12-18 months

Alternative: Consumer Helpline (1915)

Before filing on E-Daakhil, try resolving through the National Consumer Helpline:

• Call 1915 (toll-free)
• Or visit consumerhelpline.gov.in
• File a complaint — they mediate with the company
• Many complaints get resolved at this stage itself
• If not resolved in 45 days, you can escalate to E-Daakhil

Tips for a Strong Consumer Complaint

1. Keep all records — Bills, receipts, emails, chat screenshots
2. Send a legal notice first — Written complaint to the company giving 15 days to resolve
3. Be specific — Mention exact amounts, dates, and defects
4. Claim realistic compensation — Exaggerated claims may weaken your case
5. File within 2 years — The limitation period is 2 years from the date of cause of action
6. Attach the legal notice — Shows you tried to resolve before approaching the commission

Frequently Asked Questions

Do I need a lawyer to file on E-Daakhil?

No. Consumer commissions are designed for consumers to present their case in person without a lawyer. However, you may hire a lawyer if you wish, especially for complex cases.

Can I file a complaint against an online seller (Amazon, Flipkart)?

Yes. You can file against the e-commerce platform, the seller, or both. Include order details, screenshots, and delivery proof.

What if the opposite party doesn't respond?

If the opposite party doesn't respond within 30 days, the commission can pass an ex-parte order (order in your favour based on your evidence alone).

Can I file a complaint from any state?

You can file in the commission where the opposite party resides, where the cause of action arose, or where you reside (for complaints filed under the 2019 Act).

Is there a minimum claim amount?

No. You can file a consumer complaint for any amount. However, for very small amounts, the Consumer Helpline (1915) may be a more practical first step.

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