Consumer Protection Act, 2019 provides for three-tier consumer dispute redressal mechanism at District, State and National levels.
The jurisdiction of these forums depends on the value of subject matter. For instance where the value of subject matter (Goods or Service) of dispute is upto 1 crore INR, the complaint is to filed at District Consumer Disputes Redressal Commission.
As Consumer Protection Act, 2019 also provides for e-filing of consumer complaints, Union government has launched an online portal called e-Daakhil portal to facilitate electronically filing of complaints.
Further the Consumer Protection (Consumer Dispute Redressal Commissions) Rules, 2020 provide for the manner of filing of complaints electronically in National Commissions, State Commission and District Commission.
What is E-Daakhil Portal?
e-Daakhil is an online portal in India that allows individuals to file complaints and cases with respective District, State or National Consumer Disputes Redressal Commissions.
It provides a digital platform for consumers to file their complaints and track the status of their cases.
The portal aims to make the process of filing a consumer case more convenient and accessible for individuals by reducing the need for physical visits to the NCDRC or SCDRC offices.
So far besides the National Commission, e-filling facility has been operationalised in 34 States and UTs.
Who can file Consumer Complaint?
Only consumers of a good or service can file the consumer complaint.
As per S.2(d) of the Consumer Protection Act 2019, consumer means any person who buys any goods or service for a consideration. It also includes any user of such goods.
However, anyone who obtains such goods for resale or commercial purpose is not to be treated as consumer.
How to file Consumer Complaints Online?
In India, a consumer case can be filed online on the e-Daakhil Portal from the comfort home.
Given below are the recommedned steps before one files a consumer case:
- Gather evidence: Collect all relevant documents such as invoices, bills, receipts, etc. to support your case.
- Determine jurisdiction: Determine the appropriate forum, either NCDRC or SCDRC, based on the value of the claim and the location of the defendant.
- Prepare a complaint: Write a complaint that clearly states the facts of the case and the relief sought.
- File the complaint: Submit the complaint along with the necessary fees and supporting documents to the relevant forum.
- Attend hearings: Attend any scheduled hearings and present evidence to support your case.
Some of the grounds for consumer complaint as provided under the Consumer Protection Act, 2019 include the following.
- Unfair or restrictive trade practices;
- Defective goods or services;
- Overcharging or deceptive charging;
- Offering of goods or services for sale which may be hazardous to life and safety.
Features of e-Daakhil Portal
The features of e-Daakhil inter-alia include facility for user registration, online fee payment, application status, rejoinders, SMS and mail alert and for uploadingcomplaint documents.
It thus provides for speedy, effective and hassle-free resolution of cases.
A scheme titled ‘Computerization & Computer Networking of Consumer Commissions’ i.e. ‘CONFONET’ is also being implemented by the Department of Consumer Affairs.
Under this scheme, necessary hardware and manpower support is being provided to the Consumer Commissions all across the country to facilitate online filing of consumer complaints, e-hearing, e-affidavit, e-payment, e-notice, e-judgment etc.
Note: It is advisable to seek assistance from a lawyer experienced in consumer protection law to increase the chances of success.