The Government of India has achieved a major milestone with the nationwide implementation of the E-Daakhil portal, an online consumer grievance redressal platform, now operational across all states and union territories. The final phase of this rollout was marked by the portal’s launch in Ladakh on November 22, 2024, by the Lieutenant Governor of Ladakh, Brig. (Dr.) B.D. Mishra (Retd.).
Introduced under the Consumer Protection Act of 2019 and launched on September 7, 2020, E-Daakhil is an innovative platform designed to provide consumers with a hassle-free, paperless mechanism to file complaints online. This system eliminates the need for physical visits to consumer forums, ensuring convenience and efficiency in resolving grievances. The rollout in Ladakh signifies the government’s commitment to extending consumer rights to even the most remote regions.
The portal offers an easy-to-use interface for filing complaints, paying necessary fees, and tracking case statuses. Users can register using their mobile numbers or email addresses, streamlining the process for both consumers and advocates. By November 2024, E-Daakhil had successfully registered over 2,81,024 users, with 1,98,725 cases filed and 38,453 already resolved.
The platform has already delivered significant outcomes in consumer grievance redressal. For instance, the Sambalpur District Commission in Odisha ruled in favor of a consumer on January 8, 2024, awarding compensation of Rs. 25,000 for a faulty Hero Electric Atria and Rs. 5,000 for litigation costs. Similarly, in the Andaman District Commission, a complainant received a refund of Rs. 3,980 with 6% interest and Rs. 10,000 for mental anguish after being charged twice for fuel due to a failed UPI transaction.
Building on E-Daakhil’s success, the government is now working on launching the E-Jagriti platform, aimed at further enhancing the consumer grievance system. E-Jagriti will focus on streamlining case management and fostering seamless communication among all parties, reducing delays and ensuring faster resolution of disputes.
The recent launch in Ladakh, which involved key stakeholders and officials, underscores the government’s dedication to empowering consumers nationwide.